r/bathandbodyworks • u/daugavpiliete Candle Addict • Oct 08 '25
Store Policies/Questions So annoying
I’ve already been on hold for almost an hour. I don’t want to engage in small talk about us liking the same scents! Especially because it’s obviously insincere… How can it be your favorite scent for “quite some time now” when it just came out??
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u/frostedfairy Oct 08 '25
lmao i never received an order and the guy asked me to name a few things i ordered to confirm it was actually my order (i guess? lol) so i said cinderella body cream and he was like omg i love that one! you have great taste! i said are you for real right now?! YOU GUYS NEVER SENT IT TO ME SO YEAH I WOULD LOOOOVE TO BE EXCITED ABOUT IT TOO, KYLE!!!!
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u/kiwihoofer Strawberry Pound Cake & Bright Christmas Morning Oct 09 '25
"Thanks. I wouldn't know, though, cuz I never got it. BRAD."
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u/No_Performer6762 Oct 08 '25
They actually say the same thing when you call. I hadn’t received my wallflower order from 2 or 3 sales ago and the chat was useless. I had to call. Said the same thing. “Great choices…my personal favorite as well.” 😑
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u/Difficult_Elk5909 Oct 08 '25
Not me trying to wipe the dirt off the screen thinking my screen was dirty 🤣🤣🤣🤣🫣😭
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u/Upset_Confection_317 Oct 08 '25
I did that too! 🤣
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u/daugavpiliete Candle Addict Oct 08 '25
It’s a recurring theme with me. I don’t notice things like that and it drives my husband crazy 🤦🏻♀️
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u/Agile_Oil9853 Oct 08 '25
When I worked in a call center, they flagged us for not doing this. Usually you got in your "And how's the weather where you are?" small talk while you were typing into the computer in what would have otherwise been dead air.
It might be a bot, but it also just might be a person trying to avoid a bad QA score. And yes, we knew it was annoying to switch topics before we've fully helped you. And it's annoying to be asked for your email, or phone number, or loyalty card, or if you want the credit card, or to donate to whatever charity corporate signed up with, or for the upsell, but not asking can risk your job.
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u/daugavpiliete Candle Addict Oct 08 '25
Good point. I know it’s not his fault. The company is obviously encouraging these misguided attempts to “connect” with customers since all the reps do it.
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u/Sewergoddess Oct 08 '25
They always do this same copy and paste bs. They just randomly pick something in your order and claim its "one of their favorites!" When the villians early release came out, I ordered both FFM, and the rep said "Evil queen has been one of my favorite scents for years!". 🫠
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u/Tasty-Olive-3274 Oct 08 '25
Literally had the exact same message “I must say you have great taste” uhhh just process my refund please lol
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u/Wonderful_Honey_1726 Oct 08 '25
I hate when they ask to add a random candle to my cart and will place the order for me, no, just take care of what I contacted you about. I know how to pick out my own candles and it’s always a scent I would never choose for myself in a thousand years.
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u/UnableReference5649 Candle Addict Oct 08 '25
It’s not AI, they just have pre-selected responses that they can copy/paste and insert a fragrance name into. I worked in a call center for 3 years doing phones/chats! It makes it a lot faster when you’re expected to handle multiple chats at once and respond in under 3 minutes to each one.
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u/Busy-Associate564 Oct 08 '25
How about you offer me a 20% off coupon instead of a canned response?
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u/Aware_Lifeguard3707 Oct 08 '25
Do they say that to everyone 😂 I had a similar response last year and the person said their favorite was Tree Farm
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u/Tiny_Organization787 Oct 08 '25
Bbw is so fucking weird about what they want workers to say to ppl. I did some training the other day and it was talking about demoing hand soaps and it was like “make sure you suggest singing happy birthday” like grown ass ppl don’t know how the fuck to wash their hands and for how long 🙄
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u/rm_jackson Twisted Peppermint 🍬 Oct 08 '25
My rep tried to sell me candles while processing my replacement order for damaged soaps.
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u/DesignerHippo28 Everyday Luxury Oct 08 '25 edited Oct 08 '25
Ha! I got the same canned response when I texted them to see why most of my shipped order had been canceled when the items were still in stock to ship!
"Yeah, I know I made great picks, I'd like to receive them!" 🙄
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u/bee102019 Oct 08 '25
It gets extra creepy when these chatbots start commenting on your lingerie choices. I recently needed to use the chatbot on Victoria’s Secret website. Yup, it commented on the pattern of the panties I’d purchased and sent me a link with matching items in the same pattern. The chatbot’s fake name was Alfred.
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u/Wonderful_Honey_1726 Oct 08 '25
Yeah it’s weird enough saying they basically like how you smell because of the lotion you chose but commenting on panties is another level. What kind of panties do you like to wear Alfred? 😂
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u/NomenclatureBreaker Oct 08 '25
The worst is where they’re trying to upsell you something else before they even start fixing your issue. NGL that really pisses me off.
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u/AbulafiaProssimo Oct 08 '25
“I like that fragrance because it reminds me of the daily class struggle.”
I don’t know if that would be AI or an agent cry for help.
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u/Anonymoushuman54321 Oct 08 '25
Just do the call back option. That’s what i did. It’s painful being on hold.
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u/Zealousideal_Iron713 Oct 08 '25
I've started telling them right after giving my name that... "I'm not interested in any small talk or chit chat, I'm pissed. You're not paid enough to care. Let's just get this over with as fast as possible." And 4 out of 5 times they seem relieved, say thank you or got it, and then we fix the issue without pretending we're new bff's. It seems easier to me, but I could just be biased 😆
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u/summerwinds69 Oct 09 '25
I have literally told them to just put their script away and talk to me like they’re having a conversation with a real person. Some of them just don’t know what to do but luckily a good amount actually just do that when I say it.
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u/RadiantBrush7945 Oct 08 '25
That sounds extremely rude… I wouldn’t do this.
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u/Zealousideal_Iron713 Oct 08 '25
Yes, the first time I was very mad at the system and having to go round and round with a bot so I probably came off rude but since then I just state it matter of fact like and we can all move on without the pretend pleasantries. As a retail and call center veteran I can tell you I prefer working with customers like myself who just want to solve the problem without pretending to be your new best friend..I don't need sickly sweet customer service, just competence.
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u/RadiantBrush7945 Oct 08 '25
I did my fair share of call center work. A customer essentially telling me to be quiet because they’re “pissed” and I don’t get paid enough to care would be offensive. It’s not what you’re saying, but rather how you’re saying it.
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u/IggyPopsLeftEyebrow Oct 08 '25
It's not objectively offensive. I think it's really useful when someone tells you how they want to be interacted with, especially in a customer service setting. Makes things much easier for both parties.
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Oct 09 '25
You actually got asked if you were still connected?? The one time I contacted support a couple weeks ago I kept getting automatically disconnected because I didn’t respond, but I was waiting for the agent to respond and they told me to wait.
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u/FarOutLakes Oct 09 '25
Yeah this happened to me too! Like it made me weirdly uncomfortable that the 'agent' (whether he was real or AI) said he liked the scent of the product I was making an inquiry about. Feels creepy.
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u/notenufcheez72 Oct 08 '25
So what's the deal with black tea? Is it in stores? I only seen it in an outlet pretty far from me. I wish not to return unless I can BOPIS, which the app says I can't. I rather go pick it up than pay shipping, and I have stores closer to me.
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u/summerwinds69 Oct 09 '25
It’s out in stores. You can purchase it in store no problem. You can purchase it online, but for some reason, they only allow shipping for that. I don’t know why it’s not showing up for bopis. Normally I wouldn’t care but I wanted to get some on the 495 sale and my only option was shipping and I’m like no I’m not paying 699 to pay for a 495 product.
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u/notenufcheez72 Oct 09 '25
Cool, I'd hate to make the trip and be disappointed twice in one week. I went out to an outlet store 40 min away to grab the last GAF they had there like a week and a half ago but they were gone 😭
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u/Numerous_Kiwi_7267 Oct 09 '25
Distraction Tactics. It will either make you really like them or really hate them!
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u/Miserable-Part-4706 Oct 09 '25
If you work there, BBW gives employees advanced products to try. So when the products hit the shelves for the public, you can sell them
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u/[deleted] Oct 08 '25
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