Not at all a surprise. Their stores are a chaotic mess, dirty and disorganized, the staff generally knows nothing about the products and is a little on the stressed and hostile side, and they really don’t have a very good range of products. You can get better at Target or even Walmart (and they’re all made in China anyway).
I stopped going to the Bed Bath and Beyond near me because it was a depressing experience. And this was even before the shutdown and shoplifting (basically unarmed looting) emptied the shelves.
My experience at two of the BBB stores in San Antonio that the First Mate and I visit when we drive in to the city are exactly the opposite of the experience you have had. The BBB we typically visit on SA north side is clean and well stocked usually. They could use a few more staff but the folks that they have are polite and helpful.
I last went to a BB&B during the aughts. No complaints about the store, the staff, or the quality of its products.
But driving anywhere in L.A. is a hassle. So much easier to buy things online. So I usually go to Amazon for my bathroom needs.