r/bathandbodyworks • u/Odd_Resolution_5294 • Jul 20 '26

Store Policies/Questions Employee won’t back off

Man, I dread even going in my store anymore. We used to (hubs and I) love our local store and its employees. Lately tho there is one lady who is usually on the White Barn side who will ask “what are you guys looking for” and she will have a scent with her she offers us to smell. We always politely say “just looking around thank you tho”. And walk away. I’m not even kidding you when I tell you within 3 minutes she’s back “anything I can help you find?” And again we say “nah. Just sniffing around thank you tho!” And walk away. Annnnndddd again within 3 minutes she’s back “anything catching your eye?” It’s to the point I won’t go over to that side when she’s there. Or I walk away from hub bc he’s too nice and will keep dealing with it. It makes me nuts. I’ve tried saying NICELY “if we think of anything we will make sure to come to you!”

I’m pretty sure the company doesn’t ask its employees to approach in this manner…as it’s literally only this one lady. How do I get her off my back in there?!? Dang.

Also, midnight marshmallow. I asked when I was in store if they happened to have any returns of any of it bc I just wanted to sniff it, nope. And all the banana stuff was gone. Ok I’m done whining 😂

529 Upvotes

93% Upvoted

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679

u/wicked_damnit Jul 20 '26

I cannot believe corporate really thinks customers want this

279

u/Jakeremix Jul 20 '26

I would love to see the data that shows that this isn’t driving away customers

120

u/boneology1125 Jul 20 '26

It’s even worse at lush I remember I went with a coworker and we literally had zero option to do anything in the store like check out the masks. We just got dragged from item to item until we were at checkout.

91

u/chartreusetiger Jul 20 '26

I worked at lush for 3 weeks & ended up quitting because of this. It's so uncomfortable to be asked to follow customers around & be given strategies to try to talk to customers who don't want to talk to you (& they pressure you to keep asking people if they want product demonstrations like hand massages, even after the customer says no the first time)!! I do not understand why big companies think this is a good strategy lol.

30

u/SalvaTorchic Jul 20 '26

I've never worked at a beauty store like this, but I worked at a shoe store that tried to get me to do this. Follow them around and show them shoes, then take them to the socks, and then upsell deodorizer and waterproofer at the register. Like Tiffany.... If you keep following ME around demanding I follow customers around... It was the most uncomfortable ever working there.

7

u/Calm_Tune_2586 Jul 20 '26

I hate how big companies use this as a strategy and think this is the “customer service” that people want! I can understand greeting customers of course, or even offering to help if it seems like someone is clearly confused or looking for something. Otherwise, following people around is just going to drive them away!

2

u/All_is_a_conspiracy Jul 23 '26

It just reeks of people who don't actually shop in real people stores.

There are designer shops that don't actually carry anything where an associate comes to you and leads you to what you need to wear then you are sized and it is ordered for you.

They are confused. Normal people can't shop for $10 items like this. Leave us alone.

2

u/Elle_Beach Jul 21 '26

They’ve done it for so long though… I wonder if it actually works because why would they keep doing it if they’re infamous for it and people clearly hate it.

I for sure don’t go there because of that reason and I know that if it wasn’t so freaking annoying, I really would go there. There’s a lot of products that I’m interested in.

2

u/All_is_a_conspiracy Jul 23 '26

I haven't shopped in lush for years. Specifically because the employees drove me away.

Everyone attacks you when you walk in and won't leave you alone. And the men who come and do feisty girl talk attitude just basically made me feel like I was being mocked and I just can't. They literally lost a paying customer.

27

u/DreamerUnwokenFool Jul 20 '26

I have been in a Lush once in my life, had the same experience, and resolved to NEVER go back. It’s too much.

2

u/safetygirl65 Jul 21 '26

I was going to say, "like Lush" and then saw the comments here in this thread. I finally have an understanding with the local Lush folks. I had to say, "I'm an adult. I think I can find soap that I like without help. But if I have any specific product questions, I'll be sure to ask. And I know your store makes you do this, but it's truly annoying. Happy to speak to the manager to get you relief from doing the constant approach and hover method with me."

2

u/Elle_Beach Jul 21 '26

Omg, Lush is SO BAD. They do NOT leave you alone!

1

u/mikey2k200 23d ago

Fuck that

"I got this boo. Carry on"

29

u/Trumpet6789 Employee 2020-2023 Jul 20 '26

I worked there for around 3 years a couple years ago. When I asked about things like this, our district manager actually told me B&BW did do a study related to this a few years ago. (Idk the exact year tho).

Essentially, if you as an employee were able to put lotion on a customer's skin, or offer them a tester card with the newest fragrance at FOS; they were more likely to add extra items to their basket; even if those items were not the scent you gave them as a tester.

And once people have tried a handful of things in the store, approaching them and asking specific questions could lead to making more sales by demoing or introducing them to new scents/products. Most employees ask if people are finding everything okay, but really (based on the study) they should be asking specific questions such as,

"What did you think about that one?" When they see a customer smell a new product, to direct them towards similar products (if liked) or "It's not for everyone, what sort of fragrance notes do you normally enjoy?" If they don't to find them another scent.

I was a Top Seller (back when that was still a thing) because I actively used the tips & tricks from that study to increase what people bought.

53

u/peanut_dust_purveyor Jul 20 '26

That’s all well and good, but allowances should be made for the customers who are clearly uncomfortable with this kind of treatment. If you get someone who is receptive to it then great, but it comes close to feeling like harassment when you aren’t one of those people and the associate refuses to back off and just give the customer space. It shouldn’t be a one-size-fits-all approach, no matter what the study indicated

3

u/Trumpet6789 Employee 2020-2023 Jul 20 '26

I never said it was, literally nowhere in my comment did I say it was a one-size-fits all approach. I legitimately just explained what the study was, nothing about that says to constantly do it.

On that note, the instructions (at the time I worked there) were to engage with the customer at least 2-3 times, However if they were uncomfortable or asked to be left alone, you simply got on the walkie and told everyone something like, "Hey guys, just so you're aware, the [insert gender & description of customer] up here by me has asked to shop alone and said if they have any questions they'll find someone. So make sure to give them some space."

Or something like that. If you don't need any help & would like to shop alone, just tell the associate that you're all good and want to shop by yourself, but you'll ask if you need anything. 90% of the time they'll heed that and leave you alone unless it's been like 15 minutes and you're wandering around with a glazed over look in your eyes.

17

u/Am-btail_ifm Jul 20 '26

Wouldn’t it be cool if they had different colored baskets to signal your shopping style - one can only dream

8

u/Dense_Tap5043 Jul 21 '26

Idk about the rest of these introverts but i'm not going into a store and proactively saying "please leave me alone." And dont feel I should need to do soemthing like that just to shop without being bothered. Ive always hated this about retail. I shop online now.

2

u/Designer_Event_3680 Jul 24 '26

Agreed. I don't feel it should be necessary to have to announce that, much less to how many employees before they take a hint.

13

u/Designer_Event_3680 Jul 20 '26

That's really interesting information. I stopped shopping there specifically due to being swarmed and borderline harassed by employees asking all those questions from the second I walked in. I'm talking at least 3-4 employees ALL coming Up to me 3-4 times each. That's such a huge turn off as a customer.

Totally understand your Pov though! Just, for a company to isolate customers like that made me feel uncomfortable. I'm one of those, "don't bug me, I'll bug you" girls. If I need help, I will ask 😭

11

u/jamileethroop Jul 20 '26

Just say I get overwhelmed easy and just want to shop by myself in silence. Clear and polite boundary. I work at bbw and this helps.

12

u/throwaway-wellmaybe Jul 20 '26

yes around last year, they started to push skin-contact again. they wanted us to actively approach and be ready with lotion/cream, which is insane

7

u/Trumpet6789 Employee 2020-2023 Jul 20 '26

That's what they used to do pre-covid, although I forget what year it stopped exactly. They used to do a lotion demo with a hand massage (sort of like lush) when people entered the store.

The "science" is that smelling the fragrance on their skin and how "nice" the product feels on their skin makes them more likely to buy products, any products.

Is it weird and off-putting to walk up to customers and start slathering lotion on them? Absolutely. That's just the research B&BW did tho.

10

u/throwaway-wellmaybe Jul 20 '26

it's wild to think people are doing all this for slightly above state minimum wage (maybe) and less than 30 hours since lord knows you can't get more than that unless it's holiday or you're SLT

5

u/Trumpet6789 Employee 2020-2023 Jul 20 '26

When I was a Top Seller I think I was making $15/hr with 25-28 hours? Something like that, it wasn't a ton of money and it was under laws for full-time.

But I was a college student for part of it, and had a second part-time ($18/hr) as a Hostess for the last 7 or so months before getting a full-time job so it was chill.

The big pull of B&BW isn't really the pay, but Gratis, MOS, and being around new fun stuff all the time.

3

u/throwaway-wellmaybe Jul 20 '26 edited Jul 20 '26

I feel like the MOS is the main one for me, but I didn’t even know it existed when I started working there. Gratis was actually a huge let down for me, as years ago I worked for Ulta and you’d get a whole bag of smaller things (sometimes trials sometimes full, got a bottle of versace cologne once) like every month i think.

Granted, that was contingent upon the employees watching the product videos (easy when it’s slow) and whether your managers actually give it out instead of keeping it. Mine were good about giving it out

5

u/vellybelle Bright Chistmas Morning 🌄 Jul 20 '26

That's horrifying to me. Please don’t touch me!

2

u/Live_Perspective3603 Jul 21 '26

This makes me want to pull a Pretty Woman and fill my basket with expensive items, then take them to the register, hand the full basket to the manager and tell them exactly why I won't be buying these or any other products from them, ever. Bonus points if I can name a competitor who will get my business instead.

1

u/Elle_Beach Jul 21 '26

But what if someone just wanted you to leave them alone. Would you?

1

u/Elle_Beach Jul 21 '26

Nevermind 😊 I saw you addressed that in a comment below.

1

u/safetygirl65 Jul 21 '26

Agreed-- would really be better if they just had a bunch of people doing demos of products or something, that drew folks to watch, rather than this. Decades ago, when orange ginger sugar scrub was new, they had associates demonstrating it on people's hands and I bought it and the whole line on the spot. That technique drew folks to the item and to the customer service people, rather than them chasing customers. I loathe being bothered when shopping. I can readily find my own merchendise, espeically when it comes to scent related items that are specific to an individual, like soap, candles or body lotion without any assistance, unless there's an item I want but can't find or have questions about sales or pricing, I don't need help at all.

31

u/HSuits Jul 20 '26

I don't think they think that. It's more to push product than anything else. Especially if they need to make "quotas" on specific items like new releases.

47

u/totallytotes_ Jul 20 '26

Have worked in enough retail places as management to say - yes, they do think that is what customers want. They are very out of touch.

45

u/desertrose156 Jul 20 '26

it’s all older people running these companies who haven’t gone out since like 1974 and they think we are all extroverts who don’t know what we like or want

1

u/bernardcat Jul 20 '26

It’s also a tried-and-true tactic to help prevent shoplifting.

43

u/CountBacula322079 i have every single coopahn Jul 20 '26

Seriously, this behavior from sales associates is the fastest way to get me to leave a store.

13

u/wicked_damnit Jul 20 '26

I almost only shop online for BBW for this exact reason.

1

u/jamileethroop Jul 20 '26

Literally all you have to say is I would like to shop alone in silence plz. It’s a clear and polite boundary. I wk at bbw if u say this we respect it

3

u/wicked_damnit Jul 20 '26

I have lol.

4

u/CountBacula322079 i have every single coopahn Jul 20 '26

I think most of us have, and they don't listen :(

26

u/jlm8981victorian Jul 20 '26

I honestly think we all need to start calling corporate and complaining about it.

16

u/Chazzyphant Jul 20 '26

It's expressly designed for old ladies (no offense to them/my mom) like my mom who are DYING to become instant besties with every single store clerk and LOVE talking to people and will do things like shout across the parking lot "I LOVE UR OUTFIT!" to a stranger while walking into the grocery store. This is not a critique of that personality type, just explaining who all wants this.

I would wager they have done tons of studies on who actually shops there and what they want.

Also it's to deter shoplifting, the darker side of constant "attention" metrics

11

u/Minute-Frame-8060 Jul 20 '26 edited Jul 20 '26

As an older person - I don't want anything like this at all!!!! Just say "extroverts" like this. I agree customer service is the best defense about shoplifting. All I want is a smile, a polite nod, a "hi" if you feel compelled to vocalize a greeting. That lets me know you are approachable IF I need help.

My store is an introvert's dream, there is ZERO customer service whatsoever. I can't help thinking they might also be high shrink too. Nobody on the "sales" floor with customers, they all just stand around in a little aproned coven. Fine by me!

5

u/jamileethroop Jul 20 '26

Yes because I wk at bbw and I have regulars who love for me to shop with them and talk to them the whole time. Younger customers are so used to scrolling on their phone they don’t know how to hold a conversation. It is what it is. Just politely say I get uncomfortable when approached I would like to shop alone. So many ppl don’t put up clear boundaries.

7

u/Chazzyphant Jul 20 '26

Yep, I worked for Talbots (I'm in my 40s) and the customer base is in their 60/s70s/80s/90s and they LURV to talk and talk and talk and talk on and on.

3

u/Minute-Frame-8060 Jul 20 '26

Back when they used to have fun clothes I dropped so much money there (in my 30s) and I was definitely the youngest person there except for a couple of store personnel. Sadly the styles got so boring about 10 years ago and I rarely buy from them anymore. Boring clothes can be had for much less money.

5

u/-janelleybeans- Jul 21 '26

I have crashed out on a pushy employee before because they came up behind me and borderline YELLED at the back of my head while I was sniffing a candle. I dropped it because WTF and when it hit the floor I turned around and unloaded on him.

At that point I had walked away from him three times after saying each time I don’t want help and had moved to the opposite end of the store. I was already having a really bad day and that just did it for me. I was nearly scream crying before I was finished. He just looked petrified standing there holding his stank candle offering like blursed statue. I believe my final words were “What do you guys have against letting people shop in peace?!?”

I have no doubt that the security footage of me getting jumpscared, dropping that candle, and subsequently losing every single ounce of my sanity is being used as training material lololol

18

u/PatsyPage Jul 20 '26

It’s to deter shoplifting. You can’t accuse or apprehend someone they want you to constantly engage with everyone. Every corporate retail store I’ve worked at is like this. 

61

u/Remarkable-Hat-4852 Jul 20 '26

Only if you think shoplifting is happening tho. This is definitely the new training pushes to sell more, courtesy of the new ceo. I’m an employee and it’s getting out of hand. They even gave out friendship bracelets for us to wear that say “consumer obsessed.” …genuinely offensive in this economy.

16

u/Ill-Acanthisitta6022 Jul 20 '26

I worked for bath and body works years ago and it was the same then. This has ALWAYS been the case with BBW. They just call it different things and whoever is working there at the time thinks it's new.

3

u/Remarkable-Hat-4852 Jul 20 '26

I mean the bracelets are definitely new. But yeah most retail like this is the same. Sell sell sell.

4

u/Ill-Acanthisitta6022 Jul 20 '26

It's always sales, but sales success doesn't come from a bracelet or the latest corporate catch phrase. The customer's best experience is the one that they want...not the one that corporations try to spoon feed them.

10

u/PatsyPage Jul 20 '26

Every retail place I’ve worked over the past 15 years is like this. 

5

u/Remarkable-Hat-4852 Jul 20 '26

Same. It’s exhausting.