Bath & Body Works — Local services in Milpitas

I had the worst customer service experience at this store on 01/13/2024. The store's closing manager that evening (avoiding names out of respect) was shockingly disrespectful and unprofessional, completely opposite to the warm and helpful service I’ve come to expect from Bath & Body Works.

Here’s what happened: I called the store in the morning because I was unable to pick up my order by the noon deadline. The person I spoke to assured me that my items could be reserved until the evening and that I would need to pay again, but it's at the same price as my original order, my original order was at a sale price. Based on that assurance, I came to the store that evening to retrieve my items.

When I arrived, I asked the manager if she needed the original prices I paid. Instead of clarifying or checking on the situation, she rudely told me that I had to pay the current price on 01/13/2024, with no attempt to assist or even engage courteously. Her response was abrupt, dismissive, and completely lacking in professionalism. When I explained that the morning associate had assured me I would get the same price, the manager began criticizing me, accusing me of being loud and disrespectful. This accusation was not only false but humiliating, as store associates and nearby customers confirmed they didn't hear anything of that sort and they were standing very close to us.

To make matters worse, when I tried to speak to another store representative for assistance, the manager followed us, interrupting the conversation and attempting to push the representative out the door, stating she was off-duty. This behavior was shockingly unprofessional, and I repeatedly told the manager to stop being disrespectful.

In the end, the prices turned out to be the same as what I had originally paid. All it would have taken was a simple check from the manager instead of being rude and unnecessarily escalating the situation.

This entire experience has left me feeling disheartened and unwelcome at a store I’ve always loved. I’ve consistently received kind and helpful service at other Bath & Body Works locations, which makes this incident all the more disappointing. The dismissive, confrontational, and unprofessional attitude displayed by the manager was unacceptable, especially for someone in a leadership role. If this individual cannot handle escalations or any customer interactions with professionalism and empathy, they should not be the store manager.

I hope this feedback is taken seriously, as it reflects poorly on the Bath & Body Works brand. I sincerely hope appropriate actions are taken to ensure no other customers experience this kind of treatment.

Consider this...

The selection of products at this location is absolutely fantastic. From their signature candles and lotions to their body washes and perfumes, Bath and Body Works always has the latest and greatest products on the market. The variety of scents is impressive and I always enjoy browsing the store to see what's new.

Secondly, the customer service at this location is top-notch. The staff members are always friendly, knowledgeable, and helpful. They are willing to answer any questions and provide recommendations based on individual preferences. I've had several positive experiences with the staff at this location and they always make me feel welcomed and valued as a customer.

Lastly, the store itself is clean, well-organized, and inviting. I appreciate how easy it is to navigate and find what I'm looking for. Additionally, the displays are aesthetically pleasing and make it fun to shop...

Lots of good smells. For seasonal scents, I've learned to buy in bulk. Check online for coupons or sales and buy a box of your favorite ones!

Over all this store is usually busy, but they have what I need in stock. I mostly stay with the sanitizers and sprays, random fun hand soaps, and car fresheners.

Employees are nice, helpful and they have always gone the extra mile help me find a specific smell (I suck at remembering names) to look through cabinets/backroom if they're out on the floor.

I once asked for the smell "fun but healthy picnic" and told me they ran out of Cucumber Melon which is what I was...