Bath & Body Works — Attraction in Durham

Full Review for Bath & Body Works (Southpoint Mall)

UPDATE: GIVE CORI A RAISE!!! I’m thrilled to give a glowingly positive update after my second visit to this Bath & Body Works.

Customer service is everything - and that means human employees interacting with human customers from all walks of life. BBW was running what I believe was a semi-annual sale.

While price mattered, so did product quality, scent, and accessibility.

I use a power wheelchair and have a severe speech disorder. An employee named Cori truly went above and beyond - she took me under her wing and brought in other coworkers to help me explore whatever I wanted to. She wasn’t intimidated by my physical or communication differences - she treated me as a full person. That kind of human respect is more refreshing than any scent on the shelf!

One moment I’ll never forget: I used fingerspelling (the ASL alphabet) to communicate some words, and Cori understood me when I fingerspelled slowly. That alone spoke volumes (pun intended!). The other staff didn’t know the ASL alphabet but expressed genuine interest and stayed engaged. Cori took it to a whole new level by giving it her all and meeting me where I was. (Did I say GIVE Cori A RAISE?!)

Since using my speech device and testing products is a tricky combination, I also relied on gestures and facial expressions - and because they were attentive, it was easy. My caregiver and I only realized after checking out that Cori had quietly left, likely overstaying her shift just to make our day better.

We turned that store into a little party of happiness: spraying, sniffing, joking, exploring, and yes, even “dancing” (as much as my movement disorders would allow). Other customers smiled and joined in. My caregiver didn’t need to advocate constantly for me, and she got to shop for herself too, which also made me happy.

They were all so patient with my questions and the frequent price checks (which were confusing for everyone - something BBW could improve). I left with a body spray and room spray I still love.

I just realized I’m smiling again as I write this update, really because of the human element and connection, happy memories that will stay with me.

Just because I use a wheelchair doesn’t mean I can’t get my silly groove on — and that day, I did.

Cori’s energy lit the place up in the best way. BBW: Please. GIVE. HER. A. RAISE.

⸻

Original Experience (First Visit, 4 stars): I didn’t make a purchase on my first visit, although I had intended to buy one item. As a wheelchair user, I couldn’t reach many of the scents - and I’m short, so even if I could have stood up, it would have been difficult. I hadn’t shopped at BBW in years, so it’s possible I was just unfamiliar with how things are displayed now, but I had trouble figuring out which products were for the body and which were for the home - the labeling wasn’t easy to decipher.

My caregiver and I both noticed that some of the sprays had a strong alcohol smell, which we didn’t like. That wasn’t something I remembered from years ago, when BBW body sprays were my favorite. My caregiver tried to buy something, but her card wouldn’t go through. We both left together since I needed her help to navigate and reach products - and no employees had approached me even when I was shopping alone and visibly confused.

I didn’t want to judge harshly based on one visit, especially since I hadn’t been to BBW in a long time. But I wasn’t impressed with the customer service or how difficult it was to tell products apart. I hoped to come back another time, when the experience might be more accessible and welcoming.

I’m...

I recently visited the Bath & Body Works location at Southpoint Mall to pick up an online order that I had received a notification for on December 16, 2024, stating it was ready for pickup. I placed the order on December 15, 2024, and went to the store on December 19, 2024, to retrieve it.

When I arrived, I provided my order number and was asked to stand off to the side while another associate assisted me. As I waited, I observed that the associate had to look up my order, and it was not already prepared with the other online orders on the pickup cart. I continued to wait for nearly 20 minutes, only to realize that the associate was actively fulfilling my order during this time.

When she finally motioned me over, I was informed that one of the items I ordered was now unavailable and that I would be receiving a refund for it. She then handed me the remaining two items from my order in a regular Bath & Body Works bag and told me I was all set.

This experience was disappointing for several reasons. First, I did not expect to stand in the store while someone shopped for my items—I could have done that myself. The most significant issue is that I had received an email explicitly stating that my entire order was ready for pickup. However, not only was the order not ready, but one of the items I paid for and was told was available ended up being unavailable, requiring a refund.

Unfortunately, this will be the last time I order items online from this retailer. When customers receive a notification that their order is ready for pickup, they expect the order to actually be prepared and accurate. I hope Bath & Body Works takes this feedback seriously to improve the order pickup process and customer...

Every now and then I receive a coupon from this store, and every time I try to use it I am given a HORRIBLE hassle by the cashiers at this location. Today I had a Free Gift coupon (up to a $6 value). I found an item priced at $7.50 and waited in line to check out. When my turn came up, I was informed that the coupon was no good for that item, as the item HAD to be valued at $6 or under. The cashier would not allow me to simply pay for the difference in price. Nowhere on the coupon did it stipulate this policy (I read the fine print 4 times). I had to leave the line and go find a different item for exactly $6. After some searching (because everything in the store is conveniently priced at $6.50, just over the coupon limit), I found a basket of small hand sanitizers priced at 5 for $6. Perfect. Right on the nose. I waited in line again, and this time was told upon reaching the register that the coupon was good for ONE item and that my 5-for-$6 items didn't qualify either, because they were more than one item. The staff were uncompromising and seemed to find joy in sending me on wild goose chases in order to use my coupon. Well, good job ladies - you have cost Bath and Body Works a lifetime customer. From this day onward, I will never spend a nickel in Bath and Body Works, and their fraudulently misleading coupons will go straight into the trash. I'll walk just around the corner to Lush, where the staff doesn't treat people...