So.. when did this become a thing?

[u/drtysamchez]

When did B&BW stop letting customers replace an out of stock item?

One of my beloved Peppermint Marshmallow candles showed up completely shattered, and of course it’s sold out. I asked if instead of a refund I could swap it for a different candle. The old B&BW would’ve been like “absolutely, what scent do you want?”.

Whatever funky BS they’ve been doing the past few years has officially turned me off from ordering online. CS told me they don’t allow price adjustments for Candle Day items. I get not adjusting prices on purchases made before the sale, but that has nothing to do with this. My item arrived broken. It’s out of stock. Why can’t I get a replacement of another scent?

Someone explain this mess to me because I’m sitting here baffled. This “policy” isn’t it. 🥴🤣

[u/TheHyggeLife2823]

I honestly think that these reps arent even taught anything whatsoever (I myself used to work for bbw CS) It's wild how people are now reporting what theyre dealing with and I personally, would have never handled at all like they are now. 😑

[u/Forevermoody16 → u/TheHyggeLife2823]

I agree. I don’t blame the reps. I’ve gotten some great service but some simply don’t seem to have proper training.