I have ordered hundreds of dollars of merchandise over the last few months from bath and body works. I recently purchased another large order and was notified that it had been delivered yesterday by Purolator. The item was no where to be found I had even asked neighbors if they received the item and they had not. I contacted Purolator and they said it had been delivered to the address but because the merchant did not opt for signature on delivery there was nothing they could do as the item was prob taken from where the driver had put it but on their end the product was delivered. They told me to contact the merchant which I did, I even saved screen shots from Purolator stating what they told me. The agent I spoke to at bath and body works told me that some of the items were no longer available and they couldn't resend the order which I was disappointed about as they were Halloween items and the order was delayed longer then usual as well. So the agent told me that I could call in today after 24 hours and they would fully refund my order and I could re order similar products. So I did I called in and one agent told me I had to wait yet another day! I was so angry I called back to a different agent and explained my conversation last night with one agent who told me to do one thing and then the other agent again delaying me again today she said she would immediately rectify the problem and have my money refunded and I would receive an email about the refund. I received an email from them that said my refund claim had been denied! And to try again tomorrow! This has been the worst customer service experience I have ever experienced in my life and I'm a manager in a hotel and know my way around customer service in and out and this company does not follow any guidelines for it, they change their rules as they see fit and no agent has the same information on how to deal with this type of issue. My family and Co workers order hundreds of dollars of candles and air fresheners from this company and we are now all refusing to deal with this company again now I will await until tomorrow Sept 1 and call again for the 4th time to see if they will grant me the 202 dollar refund in the items that I did not receive and apparently are no longer available on the website. They should really opt for signature service on orders over a certain dollar amount. If it had been a small order then OK I understand but my orders are always over 200.00 with them and to lose that much product and items without any knowledge of whether I will receive a refund or not is very frustrating! Avoid buying online with them for sure. And if possible find another fragrance provider which I am going to do!