I ordered products online and forgot to add my free birthday reward item. I immediatly contacted online support and by the time I got through Violet the bot to an actual agent she..informed me it was to late to add the one item. The agent then dropped the entire thread of conversation after informing me of this. I then made a call to Bath and Body and the agent did not understand me. She kept me on hold for over 10 minutes where I was informed that my order could not be cancelled nor could they add a simple lip balm product that I wanted to use. The whole process took well over 45 minutes and I do not intend to order anything from this company again. Bath & Body used to be known for their customer service . They clearly no longer care. Their products arent as good as they used to be anyway.