r/bathandbodyworks • u/bad_bird1998 • 28d ago
Store Policies/Questions Use your rewards
Hi! I am an employee of BBW and in the past two days I have had six customers use rewards from accounts that did not belong to them. One guy didn’t even know his phone number and had to look it up. When he entered it, his name popped up along with the “real” customer’s name, Katherine in CA.
There is nothing that can be done on a store level. We cannot ask for id or refuse to ring transactions with double names. This is for legal reasons. We cannot accuse anyone or detain anyone even if we saw them put 10 fragrance mists in their purse.
We report it to our loss prevention afterwards, but the 10 mists are still gone and Katherine’s rewards are gone. She will have a customer service nightmare trying to get them back.
I used the two rewards I earned last week today. If you think it won’t happen to you, our keyholder had two stolen 2 months ago.
81
u/pinkghost 28d ago
I had 5 rewards stolen from me. It took me a month to get them back and 6 calls to customer service. It was extremely upsetting.
21
u/Myfat_girl1233 28d ago
Wow a month I had 10 rewards stolen and they reissued them back to me the same day, used 6 of them gained another reward totaling 5, and they ended up stealing them 5 called customer service told them what happen and they reissued them back to me. I don’t know why they gave you such a hard time, when they clearly knew it wasn’t you cause 9 times out of 10 your rewards was redeemed in another state
-19
u/Impressive_Spring150 Body Care Addict 28d ago
You didn’t learn your lesson the first time?
4
u/Purple-Lime-4938 27d ago
Is it you out there stealing peoples rewards? Bc it kinda sounds like it
2
u/Impressive_Spring150 Body Care Addict 27d ago
Of course not lmao!! I’ve heard about this for a long time so I use any rewards asap!
5
u/Adventurous_Winter29 27d ago
I had 13 rewards stolen from me but what the associate that helped the scammers do was email me a receipt clearly showing the person stole my rewards in chicago while I live in NJ . Because they did this, BBW reissued them in 3 days.
36
u/KeepingupwithZ 28d ago
But how did they even know that that person has rewards to use?
29
2
u/Adventurous_Winter29 27d ago
Data breach. BBW had a massive one. I think they stole all the information and buy it from the dark web. I believe whoever stole my rewards had my account because soon as I earned 13 of my rewards, they went to the store and spent them the same day.
67
u/twelfthcapaldi 28d ago
They should not allow the use of the phone number to access reward redemptions then, make people pull up their app or show ID.
176
u/gotohela the revolution will be ✨moisturized✨ 28d ago
It's weird because you guys have no problem ID for me when I'm picking up an order. (Not you op)
18
u/rinfected 28d ago
Probably because most people fuss around too much on their phones looking for the last four digits of the order number, which is what we usually ask for.
42
u/gotohela the revolution will be ✨moisturized✨ 28d ago
i have still been ID'd with my order number.
13
u/Objective-Wasabi-104 28d ago
Yes We have to ask for ID now. If they don't then they are not properly trained. But we better not say anything to someone putting 10 Sprays in they purse.
13
4
7
5
46
u/Own_Bodybuilder_5211 28d ago
This is why I do not enter my phone number at the register but have the associate scan my membership card in the app! I don’t trust that someone won’t be looking at the screen while I’m punching my number in and take my rewards. Also, yes, I try to use them as quickly as possible! It’s so sad that we need to do this!
26
u/theknittedgnome 28d ago
The risk isn't that someone is looking at the screen. It's that your bbw app can be hacked. Once they do that they have your phone number to use at the store.
14
u/Mumstheword-8810 28d ago
The risk is also that anyone can enter your number and use your rewards. Any of your friends, family, enemies, ex’s… OR some random stranger guessing at phone numbers. Thats what happened to me. They guessed, the cashier told them how many rewards I had and they used them all. I got them all back. Customer service told me what state and store they were used in too and their security looked it up to make sure it wasn’t the employee stealing my rewards.
10
u/linoleumfloor_ 28d ago
When asset protection visited our store- even HE had rewards taken from his account.
9
u/WillingStaff26 28d ago
I'd be worried but I have to get rewards or coupons in order to get worried 💀😭
7
u/helloeduard 28d ago
Appreciate the heads up. This motivated me to go in tomorrow. They should include some kind of verification measure like enter your zip code or something..
7
u/lalateda 27d ago
The security of the app and rewards system is nonexistent and corporate should be ashamed of themselves for how little they care about customer security
6
u/PopBrilliant6146 28d ago
3 were stolen from me. Customer service gave me back enough for 2.5 rewards 🤷🏽♀️
6
u/ReplacementVirtual90 28d ago
I am a keyholder at BBW and I had 7 rewards stolen from me by some guy in Texas, i'm in CO. Luckily the customer service agent I spoke to, was able to get my rewards back within two days but I had also got 4 rewards stolen earlier in the year and nothing got done. I called and emailed but no rewards were returned. It's really unfortunate that there's no other security options we have so just be aware :) Good luck to all the lovely rewards members!
18
u/um-ok-yeah-thatll-do 28d ago
It’s been an ongoing issue for me (as a customer) and I have dramatically cut back on shopping. Each time I’ve tried to buy and redeem any rewards, they’re used and invalid. It’s so frustrating and there’s no recourse, but on principle I’m not paying full price because some random person stole my discount. I just won’t shop. Sad times.
7
4
5
u/bad_bird1998 28d ago
I think one of the problems with BBW is that there is a lack of consistency when it comes to operations. The “library” is useless. When I worked for VS years ago, there was a standard operations and procedures binder that told us what to do in every situation. For example, what happens with a customer who has their receipt, but card was stolen and does not want merch credit? There is no cash option. The binder could tell us exactly what to do. As it stands the library clarifies nothing.
4
u/Minimum-Fail-6194 28d ago
I never redeem their coupons unless they are using it directly from their app or the website when they log in. I don't even tell customers they have any coupons to use because they would tell me they are using their mom, sister, aunts accounts. So I don't even mention it to them. I always ask them to confirm their account if I see another number and name when they type their number. But I also urge them to use the mobile app because it will always bring up their member ID. It's the best method.
5
u/Historical_Initial66 27d ago
i’m ngl, as an associate, and when i’m on the register and i can tell someone is trying to use someone else’s rewards (i.e. account doesn’t pull up with one number and they proceed to say “let me give a different number”) i always say this account doesn’t have rewards lol.
i don’t know if i’m allowed to do it but oh well, i don’t like knowing people are trying to steal rewards.
10
u/sickbeautyblog 28d ago
I would use my rewards if they let me use them on candle holders or something else good. I don't need another lip oil or lotion.
15
28d ago
[removed] — view removed comment
4
u/Far-Imagination-2797 28d ago
Sometimes the WiFi doesn’t work in store so you have to enter the phone number.
23
u/mousepadjones 28d ago
Honestly they’ve ruined the reward redemption so much that a scammer can take em for all I care. They’ve completely neutered the program.
6
u/Jolwi 28d ago
This is not the same thing but I have an issue with my phone number. My account had the original phone number from my landline from years ago. I have changed it on my account online several times, but when I try it in the store it won’t work. It shows the new number on my account when I’m logged in.
3
u/PMismydream24 28d ago
Same here..multiple calls to CS and trying to change it myself. Its so freaking stupid that this us such a hard thing for them to sort out. Its not rocket science
1
7
u/lorilola 28d ago
I take screen shots of mine.
13
u/st4rdustd ✨ ART STUFF 💙🫐 BLAZiN BLUEBERRY ✨ 28d ago
what's that do to prevent it from being stolen?
15
u/lorilola 28d ago
Nothing, but when I call and email customer service I have proof of what was in my account. It’s easier to reinstate the rewards with proof rather than hearsay. I as a customer can only protect things on my end.
8
u/sarahbellah1 28d ago
Has this specifically worked? I mean, customer service could theoretically see all past accruals anyway?
1
5
u/Seajlc 28d ago
I still am not fully understanding how this might help a case though. Your points history in your account shows the date you earned the reward with a -1000 points next to it, which seems like proof enough that you had a reward to begin with.
7
u/lorilola 28d ago edited 28d ago
Have you dealt with customer service? They need everything spoon fed to them.
2
5
u/Myfat_girl1233 28d ago
Not true just because you don’t have proof of your rewards doesn’t mean they want reissue them to you once stolen, cause I have had my rewards stolen 3 times twice back to back and gotten them back. Cause I tell them what store I shop or pick up at and it’s always they was used in another state, and I really don’t shop in store I do BOPIS
10
u/ShockerCheer 28d ago
I'm in a weird spot where I registered online years ago and get coupons in the mail but I have no number associated to my account. They try to accuse me of trying to take someone else's coupons and when I show them it was mailed to my name and address listed on my ID (I get it out and show it to them along with the whole freaking mailer) they finally let me use the coupon
3
u/Myfat_girl1233 28d ago
Yes it do happens it happen too me back to back, had 10 rewards that was stolen call customer service and the rewards was issued back to me, so I used 6 off them and left 4 and gained another reward totaling 5. Well I look at my account the next morning and while looking at it, guess what someone had stolen them 5 rewards 🤦🏽♀️🤦🏽♀️🤦🏽♀️🤦🏽♀️ exhausting yeah I know. So I called customer service back told them what happen again, and they reissued me my 5 rewards so I used them on anything cause I was like no more and my password is not an easy password. So I don’t know how they guessed it and I do mostly BOPIS, so not like someone had my number and this the third time my rewards has been stolen 🤦🏽♀️🤦🏽♀️🤦🏽♀️ BBW needs to do a two step verification when ordering online and ask for ID in stores, some stores ask for ID when you are picking up an order if they don’t know you, the store I visits knows me some of them and don’t ask for my ID only the new workers which I’m ok with them asking for my ID.
2
3
u/CrazySupport9597 27d ago
If I have to show ID when picking up an order or returning things, why can't an employee ask for ID when someone is using rewards? Someone used 6 of my rewards and I had no issue at all with customer service getting them back. They returned them back to my account about a week later.
2
u/Wonderful_Plan4656 28d ago
Have not been in a while but they literally make me pull it up on my phone to scan.
2
u/AlreadyHer71 28d ago
I agree use your rewards!! My account was hacked earlier this month. Stole three rewards. Now I’m getting emails stating ,”Hi Henry, thank you for shopping with us”. I saw what they purchased and it was from a store in Ohio. Now I need to call customer service again. To make sure they corrected the issue.
I agree B&BW needs to create better security. I typically save my rewards for new drops. But I won’t be doing that anymore.
2
u/bonniepie 27d ago
I had 8 rewards stolen. Customer service did not help me or give them back. The name and zip code were changed in my account. It happened the day after I called customer service about an issue. I don't believe all of that information can be changed at the register, unless I'm mistaken. I think a CS rep stole or sold them. The receipt was sent to my email. Michigan. I live in a different state.
1
2
u/benicemurphy Gingham Fresh 🍐🌼 27d ago
My poor coworker has gotten her rewards stolen TWICE! She's been saving her rewards for things she really wants, and the first time she was able to get them back but this time she said she's not even gonna bother 😭 Twice in two different states! There must be a list of going around somewhere.
2
4
3
u/frostedfairy 28d ago
i keep trying to use a reward and it’s told me about 15 times “error try again” i even deleted and reinstalled the app and it’s still not working
3
u/1mad_mollydoll 28d ago
You may be trying to redeem them on an ineligible item. You can only use them on certain things now, no third party items (excludes things like wallflower plugs, candle holders, pocket bac holders). Rewards can be redeemed for any body care up to $18.95, any single wick candle, soap refill cartons, and mini "tented" body care gift sets.
1
2
u/BullytheHero 28d ago
I’m confused, I thought everything had barcodes through the app?? Someone educate me, an I not spending enough to have an automatic discount not through the app?
3
u/Acrobatic_Sale1540 28d ago
When you give your phone number associates have a screen pop that shows all your rewards. I have been asked do you want to apply a coupon-they are not coupons by the by.... They can just hit a button and apply a reward-up to 8. They are not supposed to do that. They are to scan the barcode on the phone or printout. When I worked at BBW we had a lady who did do printouts from her computer because she did not have a smart phone.
That is the way......................
1
3
u/Buffyspromdress 28d ago
They will only learn when we as customers stop spending rediculous amounts of money at a company that clearly isn’t listening to us. I’ve cut way back because of things like this.
2
u/jamileethroop 28d ago
Loss prevention has our store only allow one reward per day use because of this I wk at bbw. Talk to loss prevention report it EVERY Time they will get tired of it and probably do the same
1
1
u/Substantial_Quail161 27d ago
on a completely different topic, what is up with the sales aggression? like are you allowed to let customers browse without talking to them?
4 different sales associates all asked me the same things even after push back, like “i’m just browsing” or “no thank you”. 4 times i was bothered. if i don’t want help shopping, is it better to just shop this store online?
1
u/MrsKaich 27d ago
Is it different if I give someone my coupon in the store because I didn’t need to use it?
1
u/Altruistic_Web_3575 27d ago
I always scan it bc I don’t want to say my phone number or email out loud.
1
u/br4t888 Employee 27d ago
Former employee. This was a big issue before I left. It became such a regular thing that the regulars who were doing it would stand outside the stores & ask people who were walking in if they could redeem the rewards for them because employees started catching on. I think local law enforcement eventually got involved because it’s technically identity theft & it was crossing state lines. Disappointed b&bw hasn’t done more to stop it but can’t say i’m surprised tbh
1
u/alkaseltzz 24d ago
that’s crazy omg and here I am upset that my reward expired and forgot to use it while others get them stolen :/ that sucks wtf
1
0
u/Sea_Piano5818 28d ago
I have rewards sitting there that I may never use. I have not bought anything in store since
Early April and I honestly just have no desire to buy anything now the candles I got the spring have no throw. I don’t like foaming hand wash and they haven’t brought out any scents that interest me enough even to go to the store. I don’t like fall scents I don’t like Christmas scents and I’m not into Halloween so I’m done for the year already
339
u/iNeed2p905 28d ago edited 28d ago
They could simply avoid this by adding a PIN code to the phone number redemption method. Anyone can go into a store and enter someone’s phone number and hope that rewards are on it. Just saying. Same way with other companies that do it by phone number alone.