Bath & Body Works — Attraction in New York

I had a wallflower plug that broke (peice broke off when twisting in wallflower) so I came in asking to exchange for a new plug. I just wanted the same plug or do an even exchange. I showed the plug & broken peice to an associate and asked if I could exchange. The associate said they updated their return policy and now you need a receipt and they no longer make these wallflowers. I didn't keep my receipt because I used the wallflower. How was I to know it would break? Why would I hold onto my receipt for something I used? I left the broken plug at the store since it was worthless and I thought there was nothing I could do. I just went on the website and it says you can exchange items without a receipt by showing your ID and up to a certain amount per year and this wallflower is still being sold. This associate lied to me about the return policy and availability of the wallflower. Now I can't even go to a different location to see if they would be able to accommodate the exchange. I can understand people taking advantage of their 100% guarantee return policy but when you have a customer with a product that is clearly broken, why would you not accommodate an exchange? I will no longer be purchasing wallflowers after I use up my stock and take my business elsewhere....

Went to this store this morning for there annual sale and boy was it a journey, I was out side from 4am, because the store was listed to be open at 5am. 5am came no one came to the door, so we started knocking a spanish guy comes to the door and says the store will be opening a 6am. So we were like no sir it says 5 am on the website, and goggle also listed the store will be open at 5. He continues to say we'll goggle is wrong and walks away. At this point some customers are walking away. We knock again they pay us no mind. We continue to knock, then a lady comes to the door, and she says oh we are so sorry but we are fixing things up for you guys and I'm about to open a register please understand. I'm like we are freezing out here she goes well there nothing I can do you have to wait. A few minutes later almost 20 after 5 she let's us in. At this point we are freezing out of control. Fast forward I'm checking out go to her and ask her for a discount or even a coupon she says sorry I can't help you. So as customers we waited for you and your safe to get it together and you couldn't even provide the 1st customer who froze a discount or some kind of kindness. That's really sad customer service has gotten to this. I will never go back to this...

I've shopped at many bath & body works locations, but this specific one is aggravating. It's small and almost always overly crowded, especially during sales. The amount of people they allow in the store at once in such a small space makes no sense. Let's discuss the "buy online, pickup in-store" process. I've ordered online for pickup at this location twice, and it took DAYS for my order to be ready. The first time, I had to call after two days to see what was going on with my order, only to be told it wasn't ready. Luckily, the associate was friendly and told me to come in because she would get my order together. Recently, I placed an online order for ONE ITEM! Three days passed before I got an email saying it was ready for pickup. I could have ordered my stuff to be shipped if I'm going to have to wait this long. This location is the only one l've been to that does this. While I was there today, someone was looking for their online order and was told it wasn't ready. She asked if she could get her two items & the associate, who I think is a team lead, told her he would see if she could because they were busy. Only to get her items, and they were, in fact, ready, but no email was...