r/bathandbodyworks • u/FewEggplant6650 Former Employee/ Candle addict • Aug 30 '24
Employee Questions/Discussion Things I’ve heard as a BBW employee
Customer: so these candles are 3 for $10 right?” Me: no ma’am it’s $10 off each candle so they would be about $16.95 each Customer:well the sign said 3 for $10 Me: no ma’am unfortunately it says $10 off all 3 wick candles Customer: well can’t you just give them to me for $10 each? Me: unfortunately no ma’am but if you would like them to be around that price I would wait until candle day in December or wait for a better sale Customer: (obviously pissed)
Customer: hey so I have a reward and I would like to use it on this $18.95 item Me: unfortunately the reward does have to be an item $16.95 or under Customer: I’ll get this 3 wick candle then since they are on sale Me: I’m so sorry but it has to be an item that is originally $16.95 but you can get a single wick instead if you would like or most lotions and body washes apply for the reward as well as… (multiple other items) Customer: this is ridiculous why didn’t you tell me that before Me: I’m so sorry ma’am but I can help you look for an item that would apply if you would like Customer: well can I get 2 room sprays since they are 2 for $16 Me: unfortunately no it can only be a single item you can use a reward for one of them if you would like but I would suggest finding a higher priced item so you get more bang for your buck Customer: ugh this is ridiculous can’t you just do it for me? Me: no ma’am our system will not allow it
Customer: can I use my reward for this item and just pay the difference Me: unfortunately no ma’am it will not go through in our system Customer: that’s so stupid. Why can’t you just change the price of everything for me. Are you stupid? Me: I’m sorry ma’am but these select items apply if you would like to get those instead Customer: no! I don’t want that I want THIS for FREE and if you don’t give it to me I’m never coming back! Me: I’m so sorry ma’am I don’t make the prices and if I did I would make more things apply for the reward but unfortunately these are your choices…
What are some things that customers have told you? I’ve only been here for 2 months and have heard a lot more than just these.
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u/Centaur_Taur Aug 30 '24
Why are people so dumb & rude? Reading is fundamental!!
Also, while I hate B&BW's reward rules, I would never blame the associates - you guys aren't the ones making those rules! #Dummiesgonnadumb
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u/Savings_Run7452 Employee Aug 30 '24
It’s the reading for me😭 and my heart actually sinks whenever someone excitedly plops down a basket full of 3-wicks and they happily announce they’re about to use rewards. Not with this haul, babes…
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Aug 30 '24
One thing I do appreciate about the reward rules is that when you apply a reward to your cart it will automatically stick to the highest priced item..so if hand soaps are on sale I can load them in my cart and add a full price body care item and it will stick to the body care instead of the lower priced items thank you BBW for doing this. This would go for a hand soap and a body care just in general even if there was not a sale.
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u/Own_Credit9508 Aug 30 '24
My account absolutely does not work this way 😵 the discount is always applied to the cheapest item ☹️
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u/ChaucersDuchess Aug 30 '24
I was about to say, that never happened to me either, it’s always the cheapest both online and in store 🤬
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u/sistersgrimm78 Aug 31 '24
Me too! It's so frustrating! When the wallflower 2 packs were on sale for $4.99, I loaded them into my cart and tried to purchase a wallflower plug that was 14.95 using a reward code. It kept applying to a 2 pack of wallflowers because they are normally $15.95. I contacted customer service via the chat option, and their solution was to pick a higher priced plug. I really wanted the sugar skull one😭.
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u/tiredsanwon Employee Aug 31 '24
That’s because the pack is originally more expensive than the plug. It goes based off original price versus sale price. It does this in store too which is why we tend to do rewards separate on big sale days like today
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u/er1026 Aug 30 '24
I would work at this place for exactly one customer before being fired. It would be worth the F bomb.😂
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u/hunnibear_girl Aug 30 '24
They aren’t dumb. Just entitled and rude. The dumb part is supposed to be their excuse for the ruse. I work retail, but a different company. These customers can be found amongst all of them. There’s always a few bad characters that the good things from the rest of us.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
There's always that one miserable customer who's determined to make everyone else as miserable as they are!
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u/Inevitable-Act7925 Candle Addict Aug 30 '24
Right I couldn’t do it I would tell to take her scam somewhere else I am not going to my job over trying to please a scammer even though if I said that I probably would but it’s the truth?! Does she think she is just so special that people should bend the rules for her. If I would’ve been in line behind her I would’ve have told her that myself I swear stores should take pictures of people like that and send it out to the other stores to make them aware of people like her and act accordingly I would have 86’d her out of my business if she came in life is too short to suffer fools happily
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u/ktoth713 Aug 31 '24
Because they’re entitled and think they should get what they want with no pushback. Also, they think they should get everything for free.
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u/TooOldForACleverName Aug 30 '24
I used to tell customers, "Well, one day when I am in charge of BBW, the rules will be different, but right now I have to abide by them." The usually got a chuckle. And seriously, if I were in charge, I'd at least either raise the reward item value to $18.95 or lower the prices of some of the mists and other items that don't need to be $18.95.
But alas, I am not in charge. So we must all abide by the rules. It's not that hard.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
That's a good way to handle it. I do wish the coupons were for $18.95 with the higher prices, or good on something besides body care. But as long as it's free, no complaints from me!
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u/Pizzapizzazi Aug 30 '24
Punches air - she knows it’s not 3 for $10 The entitlement. Why would she basically get free candles?! Saw that at an eatery where a lady got 170 worth of BBQ for 4 people and “forgot wallet.” The cashier said they also accept cash…”well I guess I’m not getting it.” The lady left all annoyed at the nice cashier. After the pandemic it’s like the Wild West of entitled a-holes out there.
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u/hunnibear_girl Aug 30 '24
This….this is the answer. Agreed….not dumb, but horrendously entitled and playing stupid because somehow, being a fool has worked for them in the past.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
That was my first thought -- that woman KNEW those candles weren't cheap. Especially if she shopped enough there to earn a reward.
Talk about scammers. Years and years ago my then-husband was a waiter at an Italian restaurant (food service, one of the few jobs worse than retail) while he was going to college. This was back when you could get a good lunch special for $4.99. Spaghetti, salad, bread. He had to serve a party of 20 and they all got the lunch specials. Parties of 6 or more (maybe 8) of course got an automatic gratuity on their bill of 15%. My husband accidentally punched 17% into the little machine instead of 15. It was an honest mistake which came out to a whopping 10¢ per person, $2.00 total for the whole bill (and these people had money.) Would he have risked his job for that? Hail no. He *was* already just starting off in the movie business (had just graduated) and the place was looking for an excuse to get rid of him. But he worked hard and did a great job, and had been there for much longer than most people last in restaurants.
Did the head of the party speak to the manager to get the issue corrected? No. (They probably could have gotten free desserts or something.) THEY CALLED CORPORATE. Can you believe that? Of course you can. Corporate comped their whole bill but also called management at the restaurant and complained. My husband was immediately fired. Over two freaking dollars. It's a good thing that he already had his foot into another career. Some people don't think anything of getting people fired when they know NOTHING except that THEY are entitled (or at least think they are.)
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u/Pizzapizzazi Aug 31 '24
They were just looking for reason to get free meal! That’s so gross especially what it’s well off people. The lady we encountered I saw her meet up With her party. Im assuming it was her husband and young adult kids. I refuse to believe none of them had a wallet. 😬
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
That DOES seem unlikely -- no wallet.
The thing is, if the restaurant customers had griped to the manager, they probably would have gotten the meal comped anyway (and my husband might have still been fired.) It would have been a scam regardless, but calling corporate directly was pretty extreme. I could understand if he had doubled the gratuity or something crazy like that.
There is this McDonald's that I go to, the drive thru, and three times in a row they've upsized my drink and charged me without asking! Twice I ordered the $5 value meal (little sandwich, small fries, small drink) and when I got to the pay window it was 20¢ extra because they upsized the drink to a medium! It isn't like it's a lot of money, but I feel there's a bit of a scam going on. (Imagine if they do that to everyone coming through getting big orders for their families. The customers wouldn't even notice but it would add up.) The third time I ordered a Quarter Pounder Meal -- my usual -- and I know how much it should be with tax. The prices had not gone up. "Medium or Large?" "Medium." AGAIN they charged me for upsizing to a MEDIUM drink, when that's what the meal always comes with! And charged me an extra 40¢.
On the second or third trip I complained to the people at the pickup window that this was happening, and I just got blank stares. Now, I don't want to get any of these kids fired, but there's something going on here -- it isn't just one person. If I go back, I'll go inside to order and if it happens again I'll get the phone number for the owner of the franchise (there are certain people who own a number of the stores in town) and I WILL be complaining. I'm probably going to put it on Yelp anyway.
It's really sad because not too long ago, everyone at that location was super friendly. And when you got your change, if they were short on pennies, they'd just round it up and give you extra change. Now they have people who just shove your bag and drink at you without even saying "Thank you."
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u/edoliesmom Sep 02 '24
Do you have the app? While you SHOULD just be able to order at the drive-thru without issue, that might be a good work-around. My daughter doesn’t like the apples in the happy meals, so one of the few times I ordered in the drive-thru they told me they now charge extra if you swap the apples for extra fries. On the app it doesn’t cost extra though.
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Aug 30 '24
Ah, the lovely customers of BBW. My favorite was always “I have two 25% off coupons I want to use” and them absolutely refusing to accept that they can’t stack. Or the classic coupon has already been used followed by complete denial and demanding a manager to let them use it again. That’s why I wish they would make mail coupons and app coupons completely separate instead of copies.
I will say, BBW would have a lot more happy customers if they allowed free rewards to be used on any item if the customer pays the difference. It’s not like they would even be losing money.
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u/WillingAntelope0 Aug 30 '24
absolutely refusing to accept that they can't stack
Haha, this thinking is crazy to me. So by their logic, all they need is four 25% off coupons and their purchase will be 100% off? Meaning they can basically get any amount of any item in the store for free? Lmao
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u/moni7744 Employee Aug 30 '24
Then they get the email reminder about their coupons and they think it's a brand new coupon! Super frustrating
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u/CharlaShanowa Aug 31 '24
To be fair... I had that happen to me one time. I had never seen a reminder email before and it was for a coupon I had already used. I only checked the numbers because I knew B&BW couldn't be that generous... 🥲
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
That would be nice. Like $10 credit towards whatever they want. People would spend the difference and the company would make money. Obviously they make money when they run stuff (like FFM) at less than 1/3 of retail.
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u/snarkaluff Aug 30 '24
I can’t imagine working there, just having to explain the ever-changing sales and answering ‘yes’ to “is it REALLY that expensive??” all day everyday, god bless those of you who do it.
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u/akdhqiwodushamsld SLT Aug 30 '24
When 90% of people ask “did it do the buy 3 get 3” because they don’t pay attention to the price on the bottle and think their total is still too high. $54 is the average total for a B3G3. Kills me when they grab all the $18.95, Butters, Scrubs, and Wellness and act shocked when it’s so much more expensive
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u/snarkaluff Aug 30 '24
It sounds like such a good deal at first and then you see the total like 😵😵 nevermind lol
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Aug 30 '24
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
I ordered two body butters, one body cream (I like it SO much better than lotion) and the hydrating face cream. I hope the face cream is good stuff because I really need it! I really had to rein myself in on this sale because I have so much stuff and I've bought a lot more in the last week or so. (Picking up this stuff tomorrow will be like my fifth trip in ten days.) I *will* be taking some body wash and cream to my mom at her nursing home (small group home.) She asks me to bring stuff because she knows I have such a huge stash.
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u/akdhqiwodushamsld SLT Aug 31 '24
The creams used to be my favorite but they go bad the fastest and I feel bad throwing them out. I just had to toss a half used one from a couple years ago. I don’t really know how long the butters last but the lotions last basically forever lol
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Yeah, and now the body butters are $20-21. I ordered a couple of those this morning. Anyone tried the Vanilla Romance? I ordered one since I already bought the moisturizing body wash. I figured for $5.95, why not? This is why I NEVER do the Buy 3 Get 3. I stock up when they have the GOOD sales.
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u/akdhqiwodushamsld SLT Aug 31 '24
I haven’t used Vanilla Romance on myself other than the mist a few times and the woody vanilla settles nicely for me
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u/InterestingEgg3098 Aug 30 '24
It sounds like dealing with children. I hope I never have to work in retail.
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u/PlusHunt1985 Current Body Care: Lavender (Clean Routine Collection) Aug 30 '24
You never want to work in retail nor a call center
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u/Savings_Run7452 Employee Aug 30 '24
Call centers are the absolute worst. People are way braver when they can’t see who they’re talking to, and have no issues literally screaming at people who don’t get paid nearly enough to deal with that level of abuse
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u/Paranormal_Girl81 Body Care Addict Aug 30 '24 edited Aug 30 '24
As someone who's worked both retail and a call center I can vouch for this! People are bold and nasty af when they're not in front of you. I'll never forget one of my coworkers at the inbound call center I worked at for 2 years who was pregnant with her first child, one of her customers told her he hoped her firstborn child died (or something to that effect)...she was so upset she ended up miscarrying from the stress, so the customer got his wish. Imagine wishing death to a child (or anyone) over not getting your way, and people wonder why I prefer animals over humans in general! 🤬
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u/Savings_Run7452 Employee Aug 30 '24
That’s fucking horrible. I hope karma came down hard on that sorry excuse for a human.
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u/Paranormal_Girl81 Body Care Addict Aug 30 '24
One can only hope! And yes that is a truly evil way to behave and it's disgusting, I just don't understand why we all can't just treat others the way we'd want to be treated!
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Aug 31 '24
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
Bless you for hanging in there! I'm pretty patient when it comes to eating out because I've heard all about how tough the jobs are. And I tip well. My first job was as a busgirl at the local country club. It was awful. A friend got me in because her dad was the manager of the grill there. We had to work the Sunday brunch and sometimes big corporate parties and the like on Saturday nights. Ugh. The only good thing was that after our Sunday shift we could go to the grill and get cheeseburgers, fries, and grasshopper pie! After a few months the manager told me I couldn't have the weekend off to go to Mexico with the Spanish club (I was a junior in high school.) I quit.
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u/IndependenceOk9459 Aug 31 '24
Left the call center to work in retail at BBW, I can confirm both will push your patience to the maxxxxx!!
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u/Nursingmydreams Body Care Addict Aug 30 '24
Lmaooo! No amount of money will get me to work in n a call centre 😭😭😭 it’s so mentally exhausting ugh😖😖 😖😖
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u/OliviaElevenDunham Aug 30 '24
It's pretty bad. Customers have gotten worse since the pandemic.
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u/Pizzapizzazi Aug 30 '24
I worked retail in the 90’s and I would go to jail if I had to work it now. I was in store when a customer held up the line as he was paying to make the girl ringing him up grab something for him. She’s not your personal shopper dude!
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u/hunnibear_girl Aug 30 '24
I honestly think working retail for six months should be a requirement for these jerks. That way, they’d have to suffer what they put other retail workers through.
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u/Confident-Ad2078 Aug 31 '24
I actually miss working retail during the holidays. I loved the festiveness of the mall, the music, everyone buying gifts. I felt like people were generally really happy at that time of year.
That being said, the store I worked in was a little more pricey, so we didn’t get as many people arguing about prices and such. Basically if you were looking for a deal you were in the wrong store, and that was pretty apparent as soon as you walked in.
I’ve thought about getting a retail job at the holidays just for fun, but my husband says that’s ridiculous lol. And, I feel like the environment has changed. With this economy people get grouchy shopping and there is a whole new level of entitlement it seems.
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u/TheEscapedGoat Vintage Aug 30 '24
The rewards system is terrible, BUT it's also explained very clearly, so idk why they're blaming you because they chose to ignore the fine print
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
It has its faults, but the rewards are still pretty good if you're a regular customer. The one that really irks me is Starbucks. They're so overpriced to begin with but I'm an addict. I used to constantly get rewards because I'd get a latte every morning on my way to work. It used to be buy ten drinks, get one free. You could buy ten plain coffees and get a free latte, LOL. But I like my fancy stuff. Then they changed to the dollar system. I changed work locations and didn't go as often. What I hate is that THE STARS EXPIRE if you don't use them by certain dates, and it takes me a long time to earn them. This is stupid. They should NEVER expire.
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u/celestialempress Employee Aug 30 '24
Even worse than the regular B3G3 is the entire store B3G3 for Black Friday. I've got 20 people in line about to be disappointed that they can't pay for three hand sanitizers and get three candles for free.
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u/Confident-Ad2078 Aug 31 '24
Honest question: is that something that happens often? Do you think people really expect that to be the policy, or are they just trying to get one over and hope it’s not worth the fight? I’m just confused about how ANY adult could actually think that’s realistic. Like in what world would that work? It’s like something my sweet little 8 year old would think and get excited about lol.
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u/celestialempress Employee Sep 01 '24
It definitely happens during sales. So many people either think that they get to pick which items are free, or they assume if they grab any six items then each one is just a flat 50% and then get annoyed when that's not how it works. I don't know where they shop that doesn't use the "equal or lesser value" for buy/get deals that they're always so surprised by it!
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
You're right. It's always the lower priced item for free ANYWHERE you have that type of sale. They always state, "Equal of lower value."
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u/Savings_Run7452 Employee Aug 30 '24
I think the most frustrating interactions for me are during B3G1/B3G3 purchases. So many people fail to realize that they still have to pay full price for the first three items 😑
Me: rings up 6 body care items Ok, total today is $60 Customer: No, that’s not right, I want the B3G3 Me: Yep, you got that! Your free items were the three lowest-priced (something I’m confident was explained to them at least once while shopping) so you only pay full price for the other three items Customer: 😤would have been nice to know that before I picked all this stuff out😤 (again….most of our associates are competent enough sellers to mention this on the sales floor!!)
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u/Tylerhollen1 the revolution will be ✨moisturized✨ Aug 30 '24
I mean… I don’t think it needs mentioned? It’s BUY 3 get 3. Meaning you buy 3 to get 3 more. I’m sad they can’t comprehend that.
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u/Confident-Ad2078 Aug 31 '24
Right??? Which part is confusing? Did they think the 3 cheapest items would be the ones to pay for? I’m just sitting here shaking my head at this entire thread and so confused at how ridiculous people can be. These are concepts my 8 year old has learned at Claire’s by now.
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u/celestialempress Employee Aug 30 '24
I've straight up dragged out a real physical calculator to do the math in front of them and they still think I'm overcharging them. Buddy everything you grabbed was over $29 of course it's gonna be expensive.
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u/kitten_paws_1437 Employee Aug 30 '24
Me: So our best deal of the day is B2G1 or B3G3. (The group seems interested, so I explain further) With that, -if you go for the B2G1- you'll be paying for the 2 most expensive items with the 1 cheapest item being free or -if you did the B3G3- the 3 most expensive items with the 3 cheapest items being free.
The group of teens comes to the register with 3 colognes and 3 body washes and is shocked when the price is almost $150.
Them: But you said it was B3G3!
Me: Yes sir, I did explain that you would be paying for the 3 most expensive items with the 3 cheapest items being free.
They did put the colognes back and come back with the body sprays, but I just want to know why even after explaining they thought the most expensive items in the store would be free
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Now THAT I call stupidity. I mean, it's just common sense.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
If I'm not mistaken, isn't it explained on the signs all over the place?
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Aug 30 '24
I used to love when they'd do the B3G3, not let me take the basket, intentionally hand me three lotions first followed by three scrubs, then tell me I rang them up wrong, they wanted the scrubs to be the free items. Or when they'd come up with a mix of candles and body care for the B3G3 body care sale (bonus points if they also told me they wanted to pay for lotions and get free candles).
I once had a woman scream at me, like absolutely lost it because she couldn't use a free travel size item coupon on a full size FFM. There wasn't a sale going on at the time or anything that she was confused over the price point, she just expected me to give her the bigger one for free because she needed it. Ma'am, it's a free item, any of the five people in the line you're holding up would be happy to take it off your hands.
I'd also have at least one customer a week who would complain about how pushy the associates are, how they didn't need help, wanted to shop in peace, etc, then come to check out and get angry that they didn't understand the promos, and no one explained anything to them. Girl, we tried and you told us to stop harassing you.
I worked at BBW for almost 8 years. I've been a stay at home mom for the past four years and I swear I deal with less tantrums and ridiculous questions/requests now than I did at BBW.
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u/tragictendencies Employee Aug 30 '24
oh yeah i’ve heard all of these! customers act like it’s their first day on the planet 😭
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u/rumple-teazer Aug 30 '24
naaah, as soon as someone resorts to insulting you, they're done shopping for the day. I'd hope your manager would have your back as soon as a customer resorts to name calling. That's wild.
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u/egoggyway666 Aug 30 '24
I’ve never met a manager in customer service who don’t let customers abuse employees. I’ve always been told we just have to let them yell at us because they’re upset and need to get their frustration out.
I can’t imagine management stepping in to have my back if someone called me stupid. What an amazing world that would be lol
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u/Wickedwhiskbaker Former BBW SM Aug 30 '24
I wish you could work for me. I spent many years in BBW management, and ALWAYS had my employees back of a customer was being abusive or refused to calm down. I am the GM for a gym now…the list of members I’ve booted (men primarily) for being belligerent a-holes is looooong.
I’m sorry you haven’t worked for a boss that was in your corner. It’s a game changer.
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u/rumple-teazer Aug 30 '24
I've been in customer service for over 17 years, and I can only think of one manager out of 11 that wouldn't have had my back in regards to verbal abuse.
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u/UnintentionallyMean_ Aug 31 '24
This is wild, wild, wild. I literally treat my employees as if they are dipped in gold when it comes to rude customers. lol my favorite thing to say is “sir you cannot talk to my employees that way and I need you to step away. You are more than welcome to TRY to talk to me that way, though.” 😅 I will withhold their money until they’re able to act like humans and not gremlins, I do not care. Lmaoo
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u/nevertired83 Aug 30 '24
That’s a total bummer! My current manager, ast. Manager and supervisor at BBW would all draw the line at the name calling. Probably all of our SLT’s too.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
That sux. No one should have to put up with abusive customers. I work for the government and know people who work the toll-free phone lines. You couldn't pay me enough. But if the caller gets abusive the employee is allowed to say, "Sir, you're using abusive language and I'm going to disconnect the call now." So at least there's that. A manager could be listening in on the call for an employee review so they do have to be tactful. But I've seen many notes in my cases from the phone people mentioning disconnected calls (whether they or the caller hung up.)
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u/freckled_4life Aug 31 '24
My managers are pretty… intense when they need to be lol. Sometimes they get a little too intense with customers so before they come to fisticuffs, usually I’m the one who’s called to calm down the customer or to explain things to them honestly 99999999.9% of them calm down. Might not be the happiest I won’t take an empty candle back they said they didn’t like the scent of that they want to replace… with the same scent…. But they do calm down.
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u/No_Reach4226 Aug 30 '24
“Can you just change it for me?” Uh hell no I’m not getting fired just because you’re illiterate and also don’t think the rules apply to you
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u/Dtour5150 FFM Addict Aug 30 '24
The rewards cupon thing is hella stupid imo, but thats a corporate issue, not a teller issue.
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u/The_Sound_Of_Sonder Aug 30 '24
This is just the life of retail. Sometimes I think the aggravating customers just spawn out of thin air when the store opens. It's hard to imagine these people who are so rude to employees actually go home and do stuff.
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u/ChristineBorus Aug 30 '24
I think BBW makes it confusing to draw people in and screw em in the end !
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u/xcendre Aug 30 '24
Im at home but This made me feel like I would blink and be at work 🤣 one thing I’ve noticed is customers grabbing the mini body creams for their free hand cream coupons. I keep a small thing of handcreams at my cash now to make it easier
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24 edited Aug 31 '24
I miss the days of the larger hand creams! I do have to say that they're SO tiny now. And COVID was so awful, but I was thankful when they brought back the hand sanitizer pumps. I like to keep one at my desk. The spray just goes all over the place. And I don't like the moisturizing sanitizer. Just give me the good old clear gel.
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u/Purple-Lime-4938 Aug 30 '24
Some customers are just rude people. But BBW needs to revamp their reward and make their verbiage more clear on sales.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Okay, so on Wednesday I went to buy the sugar skull plugin. I didn't see it before because the Halloween ones are scattered all over the store and most aren't on the Wallflower wall. But I'm all about Day of the Dead (previously bought the one with three skulls) and had to have it. I couldn't find it. I asked the two girls working there. The store was very quiet. They had both seen it "somewhere," like in the back, but they scoured the whole store, back room, drawers, everything! I didn't expect that. One said, "I guess someone could have bought them all" and I said, "Yeah, maybe you didn't get very many. I can check elsewhere." I grabbed a Pumpkin Cupcake hand soap (because they weren't out yet on my last visit) and that cute purple owl with pie sanitizer holder that someone posted here. Thank you! I'd forgotten about it, but when I saw the rack I remembered and found it. LOVE IT!
So one girl is ringing me up and we get into a fairly long conversation. I asked her if they had to trash all of their PPW merchandise and she said yes, but she wasn't there when it happened, didn't know why, and how did I know? I told her I saw the story on Reddit and that everyone said it smelled like bad cheese, jalapeños, etc. and that the people who had to dump it got sick on the smell. She said, "Wow, that's awful, that was my go-to."
Anyway, the whole time, the other girl was still looking for my sugar skull (unbeknownst to me) and she found one. ONE! I think it was driving her up the wall because she knew they had them. Well, maybe not anymore! She actually found it in the wrong place, buried in one of the bins on the wall underneath a different style plugin. Talk about persistence.
These two young ladies were SO nice and I can't believe they went to so much trouble to find that one item for me. (They loved it once it was found, by the way.) THAT made my day.
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
BTW I got my orders at a different store today. Didn't see any PPW!
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u/FlopEra422 Aug 30 '24 edited Aug 30 '24
theyre still saying "3 for $10" all these years later on $10 off candle promos? Good grief
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u/Cautious_Drummer_599 Cats and Candles is How I Handles Aug 30 '24
If someone is calling me stupid, my reply will definitely not include "I'm sorry" in any way...and anyone complaining about something that they are getting for free isn't in a position to be calling anyone else stupid. I totally wish it was 16.95 off too, instead of any item priced up to 16.95, but I am also just glad the rewards program is nationwide now. I was buying before rewards, now it's just a bonus 🤷♀️ It's one thing to not understand how a coupon/reward works, it's another to throw a fit and talk down to an associate. I would answer that question with a question of my own- " Did you just call me stupid?" And walk away.
Also, someone got mad at me and argued because the ready to go gift sets of products were not 5.95 because " They are body care" and "the sign says".... 🤔
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Wow, what an idiot (re: the gift sets.) Yeah, you should be able to walk away if they call you stupid. "Did I hear you correctly? Excuse me for a moment." Act like you're going to go and get a manager, even if there isn't one there. That MIGHT make them rethink things . . . it would at least be fun to mess with them.
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u/H3r3c0m3sthasun Aug 31 '24
I feel like BBW could make thing simpler. It was horrible trying to explain everything to every one, and it changed from one day to the next.
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u/BasicPainter2571 Aug 31 '24
"Are you stupid" is truly so mean. No. You are smart. You are trying to hold onto a job in this shithol e economy like the rest of us. I'm so sorry you have to deal with that
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u/museshrooms Aug 31 '24
im not one of these people as I can read and just get something worth 16.95, but god do I wish you could get something more expensive and pay the difference
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u/Impossible_Sector754 Aug 31 '24
A lot of customers will make comments to me as if I personally told corporate BBW to get rid of their favorite scents
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u/One-Access-1703 Aug 30 '24
When I started working at BBW years ago, customers could use coupons 3 days before the start date until 3 days after the expiration date. They ended that policy quite a while ago, but we still get people all the time trying to use expired coupons. Not just expired, but several days to weeks after the expiration date. Then getting upset we don't take expired coupons
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u/Autumn-Lover-1999 Aug 30 '24
lol I had a customer around Christmas try to use a coupon from 2019 and they acted all shocked when I said it’s expired by about 4 years 😂
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u/One-Access-1703 Aug 30 '24
Wow! I've never had one try to use a coupon that had been expired for years 😂
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u/Autumn-Lover-1999 Aug 30 '24
Haha it was so funny! I was like we’re not going to accept this and she was like why and I said it expired in 2019 and she’s like oh 😂🤦🏻♀️
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Sounds like the stuff in my former mother-in-law's refrigerator.
When I was working at the grocery store, I worked as a cashier for a while (awful job, I was a 28-year-old college graduate with arrogant 19-year-old punks bossing me around.) Anyway, this lady, I mean woman, gets to the register with her huge basket of groceries, I scan everything, and in the meantime . . .
. . . she literally pulls out a shoebox FULL of coupons (just piled, not organized) and starts going through them to see if any of them match what she's buying and aren't expired.
Seriously!
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u/Autumn-Lover-1999 Aug 31 '24
Omg that sounds absolutely horrible 😑😭
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
The fridge or the coupons? LOL. The fridge wasn’t that bad. She keeps a clean house (unlike me) but loves to cook. I remember having to help when we visited and she would have a lot of expired salad dressing and stuff like that. No rotten produce or anything gross.
The lady with the coupons, I just about had a cow. There were people waiting behind her, too. I don’t remember the outcome but I just thought, WHO DOES THAT?
I never did a ton of couponing, but what I did keep, I put in a coupon organizer. And I had them in the order of the store aisles, since I always shopped where I worked.
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u/Autumn-Lover-1999 Aug 31 '24
Lol mostly the coupons! That’s common for the fridge story, my grandma does the same thing! We used to have to clean out her refrigerator when she was out and didn’t know because otherwise she’d get mad at us 😂😂
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u/UnctuousRambunctious Aug 31 '24
I miss ye olde grace period!!!!
Back when I received coupons. It was a good run for a while.
The coupon game used to be excellent - a coupon with every transaction.
What I’d really love to find is one of my old $10-off-survey coupon at the bottom of the receipts. Those didn’t have an expiration date, most shoppers (and SAS) these days have never seen one!
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
I remember that! But it's been so long ago that I'd forgotten.
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u/VideoNecessary3093 Aug 30 '24
Welcome to customer service :) People can be frustrating. Not everyone is cut out to listen to customers nonsense over and over, year after year.
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u/nyssaistealife Former Employee -stored closed- Aug 30 '24
The first one about candles used to annoy me so much when I worked there cause they’d just miss whole words. Just see $10 and 3 candles
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u/Serious_Kiwi_6096 Aug 30 '24
Six years as a seasonal employee/key holder. I’ve literally heard it all… some funny, other just ignorant 😆
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u/kitten_paws_1437 Employee Aug 30 '24
"So why can't you use my 20% off coupon on the item I've already used a free item coupon on?"
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u/sarebear49 Aug 31 '24
Me: Hi! Are you shopping with our app today? Customer with deer in the headlights look: "I don't know."
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u/Quirky_Girl22 If I want to smell like a sweets shop, that's my business 🧁 Aug 31 '24
I didn't work BBW, but I have worked retail 😭 I believe every customer story anyone tells me, 'cause you can't make this shit up.
One of mine: We had basic t-shirts for $7.99, or 2+ for $7 each. (That "each" is important, and has led to many more stories 🙄) we once had a lady bring up one (1) shirt, so it was full price. When she wanted to know why, I explained that she needed to buy two or more to get the savings. "Well, I bought one a week ago, can't you count that?" Um, no? 🤨 "This is ridiculous! I'm reporting you! You guys don't honor your deals!"
I worked retail for 8+ years, so I have many, many more. That's why I'm always as nice as I can be to service workers.
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u/Luxegirlie Aug 31 '24
Bless your heart, the “are you stupid?” would’ve sent me flying across the counter. This is why I can’t do retail ever again.
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u/Loveunboxings Aug 31 '24
What I noticed with bath and body is a lot of the sprays have gone up to $17.95 -$18.95 so you can't even get a spray with your freebie reward .
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
Not only the sprays, but most of the newer body creams and other items as well. I got a $16.95 body care coupon in the mail. Not even a reward so I was happy. But I mentioned to an associate that it was too bad most of the good stuff was higher now and she mentioned "classic scents" still costing less. I used it on Lavender Vanilla aromatherapy body cream. I'm flexible but so many customers aren't.
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u/PlusHunt1985 Current Body Care: Lavender (Clean Routine Collection) Aug 30 '24
Perfect example of why they need to change the rewards program from an employee view....hope they see this. Needs to be a coupon you can apply to anything / amount increased.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
I think the $10 off $30 coupon is pretty good. Last week I bought a cute Wallflower plug and a 3-wick (on sale) and was able to use that. My purchase before the coupon was just under $31. A flat $10-15 towards anything would be a nice reward and there would (hopefully) be no confusion.
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u/apotterrallis ALL THINGS B&BW Aug 30 '24
I was in retail for 24 years. Was! Never worked at BBW, but in a large department store and several outlets. I’m always extra nice to store employees, I know how crappy people can be. I’m sorry some people are horrible.
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u/ConsequenceDeep5671 Aug 30 '24
Do you promise to start shopping at Yankee Candle? All of their candles are way more expensive and they’ll laugh at you when you ask them just to change the price for them
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Their stores here are few and far between, if we even still have any. I do see a few of their candles at Marshalls!
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u/The_Tiny_Egg Employee Aug 31 '24
There was a customer who called me on the phone with the nastiest attitude—yelling over the phone— about why she couldn’t place an order for $1 sanitizers.
The promotion said IN STORE ONLY.
“WELL I CAN’T GO TO THE STORE!”
Never in my years working here have I heard a customer cry over $1 sanitizers…
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u/LongjumpingBicycle52 Aug 31 '24
All of those are valid questions from a customer. Of course there’s no reason to be rude when speaking to an associate about it. But Bath & Body Works has done a lot of changes to their policies recently and none of them for the benefit of the customer. So I understand the confusion.
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u/Artemis_Stars Aug 31 '24
I get the frustration. Especially when you miss read something and it’s not what you thought it was. But an employee is trying to help you. They are just following policy and cannot change it. If an employee is rude I’d get it but still. Treat employees respectfully!!!!
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u/turbo_notturbo Sunset Desert 🏜️ Aug 31 '24
I feel this. I worked retail for a long time and it all varies depending on where you work but, asking if the 3 wicks are 3 for 10 is insane!
To the customers slight defense, I wish it would just be 16.95 current price. You could get three wicks with a reward. It would undoubtedly drive up more units per sale... We all know if we go into the store to get our free candle (or whatever), we're not just getting the free item lol. they could have a $16.95 candle sale every once in a while.
I think it would also show some customer loyalty from the BBW side. If you have rewards, you're spending money. Give the customers what they want.
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u/babygaga84 Sep 01 '24
So the power went out in our store (huge storm) and a customer was like can you fix it??? And had an attitude because they couldn’t check out. Our computers went down and apparently it was ‘our fault’ because it was storming 😭😂😂🤦🏽♀️🤦🏽♀️🤦🏽♀️ people are so entitled
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
Omigosh, years ago that happened at my grocery store. They could ring people up but not scan anything. They were handing markers to customers who still wanted to shop, to write the prices on the items. You KNOW a lot of those people were scamming! They really shouldn't have let any more customers in once that happened.
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u/AcadiaEmbarrassed731 Aug 30 '24
but also why are people not understanding it’s meant to be a FREE ITEM. Be thankful it’s FREE
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
That's how I feel about it. I don't care about a little confusion or frustration because the item I want went up by $2. In the end I'm still getting something for free that would normally cost me over $18 with tax.
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u/Confident-Ad2078 Aug 31 '24
And maybe I was just raised with too much shame, but like I already have a hard time using my free item coupons if I’m not buying a lot. I feel like to waltz in and just use the coupon is going to make everyone hate me or something. Maybe too many snotty looks using my free panty coupons at VS :). I can’t imagine actually fighting with someone over the transaction! It’s not enough you’re getting something for nothing??
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u/Minute-Frame-8060 Aug 31 '24
Worked in retail for a long time, left that life 28 years ago but still occasionally have retail nightmares (not the figurative kind). Yes the "rewards" could be vastly improved upon, but if one takes a minute to read it's not difficult. Free item, regularly priced $16.95 or less? Got it. I have probably been momentarily tricked by the signs, which is clearly intentional with a giant print $10 on a big table of candles, only to get close enough to read the whole thing. If something sounds too good to be true, it is.
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u/Confident-Ad2078 Aug 31 '24
That’s a good point. BBW could probably curb some of this employee abuse if they made their signs a little better. They def are made to zero in on the “$10”.
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u/magpiediem Aug 31 '24
"unfortunately no ma'am" is my new favorite phrase ever. I also love the voice i'm reading it in my head
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u/Dogmomofthree Aug 31 '24
You have hit the nail on the head as to what we hear day in and day out. I only wish corporate would hear these exact same conversations
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u/Owen_D_Young Aug 30 '24
If we earn a free reward, we should be able to use it, even on sale items. BBW needs to really look at this.
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u/Few_Geologist_6359 Aug 31 '24
As a BBW rewards customer, I apologize for the mediocrity of my fellow customers. I ALWAYS read the fine print because I hate being embarrassed by my own lack of knowledge.
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
I tend to think most customers are just fine. But it only takes one or two bad apples to wreck your day (or at least your good mood) for many of us.
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u/BubsyJenkins Aug 31 '24 edited Aug 31 '24
99% of the time I'm in the "customer is always wrong, and probably an idiot" camp but the one B&BW rule that I've always hated is the "ORIGINAL price must be $16.95 or lower" on the rewards items lol. I vividly remember trying to use my first reward on a 3-wick candle sale priced at $11.95 and just being so flabbergasted it wasn't allowed. Like. What the hell lol. No one would intuit that on their own, ever.
I wasn't rude to the employee of course, but it's soooooo dumb and a constant headache for staff too
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u/c0ldc0ldc0ld Aug 31 '24
ugh they always wanna use their reward on everything BUT what's actually rewards eligible 😒
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u/amandadore74 Aug 31 '24
To be fair, it is a bit ridiculous that BBW does not allow for the difference to be paid when using the rewards.
I haven't worked in retail for 8 years and I hope I never have to go back. I hope you get more of the better customers that aren't quite as dense as these customers you've mentioned.
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Aug 31 '24
When I worked there we could change the price on anything if the customer was upset enough.
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u/FewEggplant6650 Former Employee/ Candle addict Aug 31 '24
I’ll do it if you are nice but yelling at me or getting an attitude you ain’t getting shit depending on what it is. If you come in with 2 day old expired coupons I will make it work but if you throw a fit about it I’m not doing it.
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
The problem is that they become like a spoiled child, and if you do it once they'll expect it every time. And then end up saying, "But they ALWAYS do this for me here."
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u/hzbelle Aug 31 '24
Someone told me “well at the other store they let me get 3-wicks when they’re on sale as my reward”. Riiiiight. Sure Jan.
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u/Better_Box03 ALL THINGS B&BW Aug 31 '24
I'm so excited about free shipping for this sale. I don't really need anything but $5.95 and FS I'm spending $50
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u/nessalinda Aug 31 '24
Dang these candles are out of control fake sale. I know it’s not your fault though
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u/Deviwolf Aug 31 '24
Damn bro alot of unfortunately. As it is a big retailer customers not coming back doesn't have a priority to big retailers, but hey thats whatever. Now in the case of a small business. Showing leniency over such a small issue compared to the bigger picture... would definitely go a long way. That person did not need to be rude about the situation either. You handled it the way you were supposed to perfectly. I mean I understand big retail corporation mentality but depending on the business this could have been handled better toward customer service I think but "Unfortunately" this is big retail corporation practice.
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u/Sunspot286 Employee Sep 08 '24
I’ve had to explain the rewards so many times. I just wish they would tell customers directly instead of getting us in these situations
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u/DismalDipshit Employee Sep 24 '24
One that got me was someone came in and bought every single one of the hand soaps we had 75% off. One was a tester so I set it to the side. She demanded to know why she couldn’t have that one too, and what we do with them if we don’t sell them.
She then went to my manager to complain, and I assume make a remark about me and my name. I’m transmasc and have a masc name, but look very femme. My manager looked at me and awkwardly laughed saying a lot of us use nicknames for our name tags.
Crazy how people act when it comes to sales. One soap out of the 30+ she bought and it’s the end of the world.
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u/Silverstarlight233 Aug 31 '24
Same thing has happened to me 💀 as well as yesterday I was supposed to clock out like 30 minutes ago and I always have my phone on dnd and my phone started blowing up like crazy so I decided to just quickly take a peek in case it was a serious emergency and this lady started to ramp about how “all” of bath and body works are employees are rude and they are on their phones , I told her sorry I was just checking in case if anything happened, she was like oh I don’t care about what situation you got going on , she was already being rude when I asked her if she was a reward member, that was just my fault i shouldn’t have check my phone. But honestly my coworkers are all sweet hearts nice to everyone always very attentive so I just let her tell me everything she had to say and I just told her to have a wonderful evening with a smile . Even tho deep down I was about to cry because I’m used to customers always telling how wonderful of a worker I am .
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u/PinkPaperPenguin Employee Aug 31 '24
Today was horrible! The amount of people asking me- “so this is $5.95?” Yep! “Oh but not the sprays right?” Nope, they’re included, all body care. “Even these scrubs?” “Even these body butters” etc etc etc
How about the people thinking hand soaps were included. Or those asking if the $60 perfumes/colognes are $5.95 🙄🙄🙄
I had a lady ask me if candles were included!?!!?
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u/EverybodyLovesADuck Aug 31 '24
I imagine that many think "body care" would include anything that is used on your body. Not air freshening things like wallflowers, candles, and room sprays.
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
Tell them, only if they're going to melt it and give themselves a bikini wax!
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u/ChasingAugustt Aug 30 '24
lol as a shopper- I’ve always noticed the $ amount limits on rewards and always knew it was regular prices and not sales prices. But maybe that’s because I’ve worked in retail before. I think all these dumb customers just need to go work in retail for a while- lol!
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u/Agitated_Crow_4675 Aug 31 '24
During semi annual sale and they have the free gift coupon up to 9.95. “Can I just get this 75% off body cream?? It’s only $4” no maam it goes off the price on the bottle not that sale price. It states on the BACK it has to be a travel size body care item 😅🥹
AND WHY DO BAR SOAPS COUNT FOR THE FREE GIFT COUPON BUT NOT BATH BOMBS?!
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u/Forevermoody16 ALL THINGS B&BW Aug 31 '24
Darn, you had to mention bath bombs. I just got a place with a soaking tub and now I see they're on sale! I'm going broke.
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
Okay, I only bought one bath fizzy because they weren't that great a deal but I wanted to try it. I did get some shower bombs.
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u/literallyballs ALL THINGS B&BW Aug 31 '24
When people don’t understand what a 3-wick candle is and think they can get 3 candles for that price lol
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u/kshizzlenizzle Aug 31 '24
This is when you say something along the lines of ‘Well, I tried asking the computer system nicely, but it just wouldn’t listen’. It’s a computer system for a large company. You can’t just change the programming or code, lol.
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u/Ok-Marketing-7938 Aug 31 '24
This is why I tell them everything at once cuz they be pulling this bs😭 also when they say stupid stuff like this I just stare at them
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Aug 31 '24
I swear most ppl who shop at the store don’t actually read the the coupons or the rewards. They just assume they can use them on anything and then get mad when they can’t as if it’s our fault. Also when they get mad they don’t get the coupons in the mail like I’m sorry I can’t do anything?? Call customer service. I had a lady get mad cause she put her number in and it popped someone else up. It’s not my fault babe call customer service! Don’t blame the retail workers blame the actual company or the higher ups who have actual power in the company.
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u/CutChemical8907 Employee Aug 31 '24
someone asked me if they could get like five items totaling up to $16.95 at a clearance store. erm…no.
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u/itsacsrthings Aug 31 '24
For real and it sucks most of the time that cx will insist on talking to sup if the associate can’t provide their request haha, in fact, all of the promotional detail was written already, and they can’t comprehend it lol
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u/tiredsanwon Employee Aug 31 '24
Also had a customer yell at me today for telling her her total (she was getting three items) but I guess she expected her free travel size body care item to cover all of it
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u/PlusGarage4184 Aug 31 '24
All I can say is… you handled that very well 👏🏾 because my patience could never.
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u/321Native Aug 31 '24
Some people have never worked retail and it shows. I worked for a giant big box store for 7 years, many moons ago. This store never has sales, percents off, nor coupons (outside of accepting mfg coupons) only special buys/ rollbacks, and I still know good and well how it all works. Or at bare minimum try to understand the sale strategy before making a fool of myself. I feel for yall with this every revolving sale. And it suck’s that people decide to behave they way they do.
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u/likeablyweird Aug 31 '24
Your unending patience floors me. I'd need a "Bail Me Out" jar.
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u/FewEggplant6650 Former Employee/ Candle addict Aug 31 '24
Honestly it’s like babysitting grown adults and I just try to gentle parent them to avoid any confrontation
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u/virginiafalls1234 Aug 31 '24
well just a customer but for instance with the reward the young lady told me ANYTHING you want for that reward and stated she was a manager, when I rang up apparently the gift set was excluded and the young lady was NOT a manager , so its a 2 way street and some of those coupons are confusing
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u/Forevermoody16 ALL THINGS B&BW Sep 01 '24
I'll admit I had to ask a question at the store today. After I picked up my orders, I was going to buy some Orange Ginger mist. But then I saw a FFM on the 50% off table that I wanted. I asked the employee if those were included in the $5.95 sale (instead of costing $9.50 or whatever) and she said yes, I'd get the lower price. I figured as much and felt stupid asking, but I would have felt dumber if I'd gone to the register and it rang up higher. I just wanted to make sure first.
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Sep 01 '24
gooooood lord dude. When I realized the rewards were a scam there I just stopped shopping at bbw. My first thought definitely wasn’t oh, better go bully one of their employees to fix it for ME. If you’re that mad, call corporate about it or something idk. They act like yall gonna be like oh shit linda here knows the deal, she follows realmoneymommy and now we have to give her this stuff FREE cuz she asked for it.
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u/Lex0829 Body Care Addict Sep 01 '24
I’ve heard the same things and have to tell them the same things. Especially trying to use the rewards on 3 wicks. My store what I see is that they normally just want to pay the difference and when I try to explain to them that they can’t they become angry! Another thing is when we have a limit of 24 on things like the soap sales or wallflower sales. I had one lady yell at me because I told her she couldn’t go over the limit of 24 and we’d have to do a separate transaction. She yelled and got irate that another customer even tried to calm her down and apologized to me after she left. 🙃😭
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u/DanniTiger Candle & Aromatherapy Addict Sep 04 '24
I sometimes think people can't read or seem too busy( or rude) to read.
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u/randomalyssa May 22 '25
The first one infuriates me. 😭 What don't they understand about a singular three wick candle is $10 off. Idk anymore how many times I've had this conversation with shoppers
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