Bath & Body Works Damaged Candle Refund Still Pending

I placed order number 621IR9429 through the Bath & Body Works mobile app on April 30, 2026. Because the large candle in my order was completely shattered during shipping, I refused to accept the package. I followed the company's previous instructions, which stated, "Our candles go through a long journey during shipping. Please inspect your package upon delivery, have a damage report prepared if there is any damage, and do not accept the package." When the courier arrived and I saw that the package was broken, I informed them that I did not want to accept the delivery.

However, my refund still has not been sent to my bank. When I contacted customer service, I learned that my refund is still pending approval, meaning it has not even been processed by the bank yet. In 2026, when online shopping is so widespread, it is unacceptable for a brand to still handle a basic process like refund management this slowly and inefficiently.

Unfortunately, this is not the first time I have experienced this problem. In previous candle orders, the products also arrived broken, and the refund process was unnecessarily delayed again. Despite candles being one of the brand's main products, it is a major problem that the company still cannot package and ship them safely enough to prevent breakage. Simple measures could be taken, such as labeling packages as fragile or establishing a special handling process with the shipping company. Instead, sending customers a message telling them to "refuse the package if it arrives broken" shifts the responsibility onto the customer and does not reflect a proper customer service approach.

Even though I refused to accept the damaged product and followed all of the company's instructions throughout the process, waiting weeks for a refund for an item that arrived broken has seriously damaged my trust in the brand. Although I really like your candles, after this experience, I do not plan to shop with Bath & Body Works again. I request that my refund be sent to my bank as soon as possible and that you make the necessary improvements to your packaging and shipping processes.