Bath & Body Works admits stores feel ‘overwhelming,’ promises a calmer retail experience

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Synopsis

In response to consumer feedback, Bath & Body Works has acknowledged that its stores can feel overwhelming and is planning in-store changes to create a more calming, shopper-friendly environment.

Summary

Bath & Body Works is taking a major step to address growing concerns from customers who say their in-store experience feels cluttered, chaotic, and overwhelming. According to an Investopedia report, the brand recently acknowledged this issue publicly for the first time and confirmed upcoming store design and layout changes aimed at making the shopping experience more soothing and navigable.

With its signature mix of seasonal fragrances, vibrant displays, and abundant product choices, Bath & Body Works has long been a sensory-heavy retail destination. But that strength has also become a drawback, with shoppers voicing fatigue over visual and olfactory overload. In response, executives said the company will begin redesigning select store layouts to reduce crowding, improve navigation, and enhance comfort — especially during peak seasons.

The move is part of a broader effort to stay relevant and customer-centric in an evolving retail landscape. As more consumers seek out mindful, less stimulating shopping environments, brands like Bath & Body Works are reevaluating how store design can affect brand loyalty and sales performance.

CEO Gina Boswell emphasized that the brand remains committed to its core identity of fragrance-led joy but must adapt to consumer preferences. “We want to make sure our stores continue to be places of delight — not stress,” she stated.

While details of the redesign rollout remain under wraps, the admission alone marks a shift in tone for the brand. It signals an intent to create a more intentional and emotionally intelligent retail experience — balancing sensory engagement with simplicity and ease.