What users hate. Clustered.

1- and 2-star reviews grouped into themes with verbatim examples. Each cluster is a wedge a competitor could exploit.

200 reviews·8 themes

Persistent login and authentication failures
Users repeatedly report being unable to sign in or reset passwords, with the app showing 'Oops something went wrong' despite successful web login. Password reset emails often fail to arrive.
42
reviews
- “I can’t sign-in — I can’t sign-in and it keeps emptying my cart when I close the app”
- “The forget password link never works! — If you forget your password, the reset link never sends to you!”
- “Can’t log in — The app update a couple days signed me out of the app and now I can’t sign back in. It’s gives me an error message saying check your credentials or change your password.”
Post-update app crashes, freezes, and unresponsiveness
After recent updates, users report frequent crashes, freezing screens, blank white pages, and apps that become completely unresponsive during navigation or checkout.
38
reviews
- “Slow and automatically closes — This app has consistently been difficult to work with. Its buffers so much that I’ve opted to not place an order on several occasions. It also force stops on its own.”
- “Update is terrible! — Since the recent app update, my app is extremely slow and it keeps crashing!”
- “The app is always very glitchy and not user friendly. Was unable to successfully update my address before placing an order...”
Inability to add items to cart or apply rewards/coupons
Users cannot add products to cart due to 'Error adding to bag' messages, and rewards or coupons fail to apply at checkout despite valid eligibility.
35
reviews
- “Error adding to bag — I’ve updated the app, deleted it and redownloaded it and it will not let me add anything to my cart. It says “Error adding to bag. try again” Can y’all fix that?”
- “Can’t use my reward — Since the update I am unable to use my rewards. It won’t allow me to apply them at checkout.”
- “Won’t let me apply my rewards at checkout. The shopping experience on the app is also not seamless and user friendly — you have to do endless scrolling.”
Poor mobile compatibility and forced iOS updates
Users with older devices (iOS 16 or below) report the app is incompatible, fails to download, or refuses to function after updates, effectively locking out long-time customers.
30
reviews
- “App won’t load — I spend lots of $$$$$ here BUT SINCE YOU HAVE GONE TO A DIFFERENT IOS THAN WHAT MY CELL CAN HANDLE (8) I CANNOT EVEN GET TO YOUR SITE !!!! THIS. SUCKS!! NOT EVERYONE HAS NEW CELL PHONES… ESPECIALLY BEING RETIRED & ON A FIXED INCOME!!! SUCH”
- “iSO 17 Phone — I don’t have a new phone so now I can’t even open my app!! NOT FAIR”
- “I have been trying to log in for 3 days and the app keeps saying “oops something went wrong” and will not let me log in. I’ve deleted completely and re downloaded it several times and it still won’t let me in.”
Broken or misleading store pickup and location features
Users report inaccurate store availability, inability to select preferred pickup locations, automatic location changes, and failure to display nearby stores despite correct zip code input.
28
reviews
- “App is stupid — Everytime I try to checkout the app changes my location to another store 20 miles away when I’m only 1 mile away from my store.”
- “Location search broken — I am now unable to search for pickup availability at a Bath and Body works near my home whenever I am at work or elsewhere.”
- “Shipping is default delivery method, cant choose pickip — Its literally impossible to chose pick up at a store without doing some gymnastics in the app with the pick up toggle button.”
Dramatic UI/UX degradation post-update
Users express strong dissatisfaction with the new layout, including single-column product views, lack of favorites/heart buttons, hidden fragrance notes, and excessive scrolling.
32
reviews
- “New App is Terrible — This new app is practically unusable. Shopping has been so frustrating. The new layout means you have to scroll so much more than you used to.”
- “Bring old app back — Can we just have the old app layout back? It’s so hard for me to want to shop with the new app design. It’s truly frustrating how I used to be able to see 4 bottles at a time per scroll and now I can only see one per scroll.”
- “The app is so not functional! The way to select delivery is misleading and out of order. And my offer/coupon does not apply no matter how many times I click.”
Lost data: gift cards, rewards, and purchase history
Users report losing saved gift cards, rewards balances, points, and purchase history after updates, with customer service offering little to no resolution.
25
reviews
- “My gift cards are gone — I love this app don’t get me wrong but tell me why I opened the app and all of my gift cards disappeared. I had a least $50 in gifts loaded on it and now they are gone.”
- “Rewards program is useless — It’s frustrating when I spend a lot of money at this place and I don’t see any return . They take your rewards and if you don’t use it on their time you loose it which is annoying if you don’t live next to a store.”
- “Purchase history incomplete — What is the purpose of having an app if your purchase history is incorrect? It only shows current products available for purchase, and that’s if it hasn’t been rebranded.”
Inconsistent functionality between app and website
Users note discrepancies where actions work on the website but fail in the app (e.g., applying coupons, redeeming rewards), suggesting poor synchronization or backend issues.
20
reviews
- “Can’t use multiple coupons — The app has gotten better with the return of the favorite button, but you can’t use multiple coupons when purchasing like you can on the store. Makes using the app a waste of money”
- “App won’t let me log in. I keep getting an oops try again message. Then when I log into my account on the safari, and try to go to my rewards it tells me “this page isn’t working””
- “Since the update I am unable to use my rewards. It won’t allow me to apply them at checkout.”

First load takes ~60–120s. Cached after.