Complaints

This profile includes complaints for Victoria's Secret's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Victoria's Secret

  3425 Morse Xing Columbus, OH 43219-6014

• 

  Victoria's Secret

  3575 Maple Ave Ste 422 Zanesville, OH 43701-1010

• 

  Victoria's Secret

  219 Eastview Mall Victor, NY 14564

• 

  Victoria's Secret

  140 Glastonbury Blvd Glastonbury, CT 06033

• 

  Victoria's Secret

  500 Westfarms Mall Farmington, CT 06032

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Apr. 05, 2025, I ordered a $937.51 Victoria's Secret order (#C110499285) off the website for delivery. When it got delivered, some of the items did not fit, and some were the wrong color. I decided to return everything and start again. From there, I initiated the return, and the support staff I spoke to directed me to **************************************************************. I printed the label and sent the clothes off. On April 14th, the package was delivered, and I was told it would take a couple of weeks for the refund to be processed. It has now been a couple of months, but still no refund. Every time I try to contact customer support, they transfer me to *** ******** at the phone number ************. I have left dozens of voicemails and have received no response. When I used their online website chat, they told me that this could only be solved over the phone, and when I contacted them on the phone, no one could fix my issue. I have tried asking for someone else who can solve my problem, and still, they transfer me to the same phone number. The tracking number of the package was a **** label #**************************. I would greatly appreciate an answer as it has been months and I am without the original clothing or my money!

  Business Response

  Date: 06/11/2025

  Hello-

  We are sorry to hear of the experience you are describing. We wish we were able to support with your return inquiry. For assistance with your order/return questions,please contact Eve at ************. This would be the only individual that can support with your order/return questions. We ask that you leave another voicemail message,and your call will be returned in the order it is received.

  Thanks,

  *******

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ombre del consumidor: ******** ****** Correo electrnico: ************************* Nombre de la empresa: Victorias Secret Motivo de la queja: Problemas con pedidos cancelados y prdida de saldo en gift card ?Descripcin de la queja:He intentado realizar mltiples pedidos en el sitio web de Victorias Secret en las ltimas semanas, pero todos han sido cancelados sin que se me brinde una explicacin ****** El da 2 ******** de 2025, realic nuevamente un pedido que no se proces correctamente, pero se descont el saldo de mi tarjeta de regalo (gift card) con terminacin 7306.Hasta el momento no he recibido el producto, el pedido no aparece en mi historial, y no me han devuelto el saldo de la tarjeta. He intentado comunicarme por correo electrnico a su servicio de atencin al cliente **************************************** pero no he recibido respuesta.Considero inaceptable que se descuente dinero de una tarjeta de regalo por un pedido inexistente, sin solucin ni comunicacin por parte de la empresa.?Solicito:**** devolucin inmediata del saldo descontado de mi gift card.2.Una explicacin ************ qu mis pedidos han sido cancelados repetidamente.3.Una respuesta formal por parte de Victorias Secret para resolver esta situacin.

   

  Consumer Name: ******** ****** Email: ************************* Company Name: Victorias Secret Reason for Complaint: Problems with canceled orders and loss of gift card balance? Complaint Description: I have tried to place multiple orders on the Victorias Secret website in recent weeks, but all of them have been canceled without a clear explanation. On June 2, 2025, I placed another order that was not processed correctly, but the balance was deducted from my gift card ending in 7306. To date, I have not received the product, the order does not appear in my history, and the card balance has not been returned to me. I have tried to contact their customer service via email **************************************** but have not received a response. I find it unacceptable that money is deducted from a gift card for a non-existent order, without a solution or communication from the company. I request: 1. An immediate refund of the balance deducted from my gift card. 2. A clear explanation of why my orders have been repeatedly canceled. 3. A formal response from Victoria's Secret to resolve this situation.

  Business Response

  Date: 06/06/2025

  Hello-

  We are sorry to see that your order was cancelled. We did attempt to call you and was unable to leave a voicemail. After review of the cancelled order, we have found that you would need to contact our *********************** for assistance with your order and questions as to why it cancelled. Please have the account holder call ************** or ************** (outside U.S. and ******) between the hours of 10:00AM to 8:00PM EST, Monday through Friday, and 10:00AM to 6:30PM EST Saturday and Sunday. Reference case 14872207.

  Thanks,

  *******

  Customer Answer

  Date: 06/06/2025

  No puedo comunicarme pueden llamar 

  Customer Answer

  Date: 06/06/2025

  No puedo comunicarme pueden llamar 

  Customer Answer

  Date: 06/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23409761
  
  I am rejecting this response because: No puedo comunicarme pueden llamar (I can't get through, can you call?)
  
  Regards,
  
  Crisaura *******

  Business Response

  Date: 06/15/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to speak with you on June 9th with interpreter on the line and was able to transfer you to our verification department to support with your questions. Reference case 14872207.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 06/16/2025

  [Si no explica por qu rechaza la respuesta de la empresa, BBB debe cerrar ** *****.] 
  
  *****: ******** Rechazo esta respuesta porque:  Saludos, Crisaura *******
  
  
  Aun no se resuelto l problema espero me pueden ayudar 
  
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered online from ************************ and one item could not ship because it sold out, and another item was not in my order at all. I called and told representative what was missing and she placed a replacement for me. For some reason the whole order was showing reshipment so I called again and explained it was only 2 items. I got an email 2 days after saying to choose something differently on website because dress was not available. I chatted with a representative online on May ******************************************* to call customer service. I left a voicemail and no word back. I just called again today and left a voicemail and still dont have my items. And theres now a 40% sale on the brand I wanted to order from.. Im worried if I place a new order that I wont receive the items from my previous order now. **************** is so bad but this is the only company that I get my lingerie or clothes from. Super disappointing that service is so poor. I went into my local store and the ladies working couldnt properly measure my bra size! This used to be my favorite and now its ruined my experience.

  Business Response

  Date: 06/06/2025

  Hello-

  We are sorry to see that your order was cancelled and for the experience you are describing. After review of the cancelled order, we have found that you would need to contact our *********************** for assistance with your order and questions as to why it cancelled. Please have the account holder call ************** or ************** (outside U.S. and ******) between the hours of 10:00AM to 8:00PM EST, Monday through Friday, and 10:00AM to 6:30PM EST Saturday and Sunday. Reference case 14872189.

  Thanks,

  *******

• Initial Complaint

  Date:06/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package was delayed and then never came. **************** had a huge problem and had to shut down entirely. No phone no chat no nothing. No info NOTHING. I had to go into one of the stores to ask what was going on and thats when I was told there was a breach andall systems were shut down the unlimited capabilities in store as well now it is being restored and we are able to contact support to which I today and I was appalled at the way I was treated The agent and acted like there was nothing wrong with what happened. She proceeded to ignore my request for compensation for this huge huge mess up in and inconvenience as I ordered my package three weeks ago she declined to use any of the coupons I had on that original order. I finally found the goats for the coupons to send to her. She disconnected the ******* disgusted and hurt. I feel robbed and ignored. I feel Im owed my refund, my promos, my coupons, and inconvenience. I feel very uncomfortable.

  Business Response

  Date: 06/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience you are describing when reaching out to our ************* via chat. We have attempted to call and when someone answers the call is disconnected. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 14872086.

  Once we hear back, we would be happy to support further. 

  Thanks,

  *******

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27th I placed an online order. On April 5th I made some returns in person. I had used a $20 Gift Card and the rest I used Klarna. I was given my full return amount on my gift card. I then called **************** to ask if my order on Klarna would be cancelled or I would still need to make the payments on there since I had recieved the return in a gift card. The ***resentative then asked for my gift card digits and said everything would be fixed. Comes to find out, the gift card was never added to Klarna and I had to pay the ****** purchase with my own personal card. I have been in multiple multiple chats and phone calls with ******** Secret, Klarna and my bank. A couple weeks ago a ******** Secret Representative stated I should finally get my return of $86.89 to my bank in ***** business days. The 15th day being Wednesday May 28th. I have NOT recieved my money back. I chatted with a *** today May 31st because the phones arent working yet and they stated the refund has been processed. I spoke with my bank and they dont see anything. I am so exhausted I dont know what else to do. It has almost been 2 months already.

  Business Response

  Date: 06/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience you have described and not receiving your refund. We were able to speak with you on June 5th and have requested a check for $86.89. You can expect this to arrive within ***** business days. Reference case 14872061.

  Please let us know if we can support further.

  Thanks,

  *******

   

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The representative at your *********** branch incorrectly charged my credit card. I used your website chat to correct the issue and was told to contact customer service. I contacted customer service and he confirmed my card was overcharged based on the representative in store not applying the promotional discount offer and instead charging me full price. He said he couldn't fix it from your customer service and sent me to the store manager. The store manager refused to correct the overages without forcing me back to the store which is over 2+ hours away from me. That is completely unreasonable and you have the ability to issue the refunds electronically. Your representative messed it up. After being bounced around with no resolution I sent a detailed letter to your corporate. I have waited approximately one month since I submitted my complaint to the corporate in writing, which was plenty of time for this to be resolved and corrected. Instead, you chose to continue to ignore it. This is not how I do business and is a shame it is how your agency is choosing to treat loyal customers and card holders. As a result, I have now cancelled my card and will no longer do any business with your agency. I am following through and reporting you to all agencies including consumer affairs because your agency has stolen/embezzled money from me and failed to correct the issue appropriately and that is not okay. I expect the entire amount plus interest that I had to pay on those amounts while I was waiting and giving you reasonable time to do what was right. I also sent a separate request for another copy of the receipt which was also ignored. My request for refund is $100.00 and I think that is still less than you actually should owe!

  Business Response

  Date: 06/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience you are describing when visiting our store. We have attempted to call several times and left voicemails.Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 14872099.

  Once we hear back, we would be happy to support further. 

  Thanks,

  *******

  Customer Answer

  Date: 06/11/2025

  I have been contacted by the agency and they have agreed to mail me a check for the amount. At this time I am waiting on the check. If it does arrive as agreed I will agree it was settled. I just do not want to say it is settled until the check is received. 

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Victoria's Secret in Southcenter which is a really beautiful store. They had a sale and gave me a coupon right before Mothers Day. I usually only buy one or two things from VS at one time. I bought a bunch of items including a white pair of underwear, size Large. My purchase was pilfered as soon as I paid for it and I have been attacked and robbed for having products that I designed for this company VS years ago as an original ****** I was raped and my winter white ******* stolen and had someone else's underpants forced into my laundry (a size smaller, stained and looking worn for years). This is just too gross and evil for me and I asked at Victoria's Secret if I could get a new pair because they were new when they were stolen and was told "no" by salespeople (who know who I am as an original). "******* and them" who live near me and is the ***** who replaced me "gave permission" for this crime and abuse. I want a refund or replacement for this entire purchase of five lotion/sprays and a nice new winter white designer pair of *******. Purchsae by **********:May 7, 2025 pos.mac. ********** Sec Seattle Wa Debit Card -$38.11

  Business Response

  Date: 06/09/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience you are describing when visiting our store. We have attempted to call several times and left voicemails. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 14873265.

  Once we hear back, we would be happy to support further. 

  Thanks,

  *******

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered online 5/25 and I am unable to track my pack or even confirm that my order has been fulfilled

  Business Response

  Date: 06/09/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We have attempted to call several times and left voicemails. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 14871976.

  Once we hear back, we would be happy to support further. 

  Thanks,

  *******

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The middle part of the material on my bra ripped apart and the wire is stabbing thru the material on the other two bras and stabbing into my skin and its very sore I want a exchange

  Business Response

  Date: 06/09/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry to hear of the experience described. We were able to speak with you on June 5th and have forwarded the feedback regarding the damaged bras to our team. We issued a $210 eGift card for the three bras that would have arrived two hours after issued. Reference case 14872037.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 06/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently placed an online order on May 24. I received an email confirmation that my order was received, but have not received any confirmation that it has been shipped.This website experienced a breach/hack and personal data is now at risk. Not only are they not providing any information to their customers, but they are also holding clients money hostage and not sending out packages of the items that were purchased.I want an update on my package. You cant even contact any form of customer service theyve gone completely off-line

  Business Response

  Date: 06/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry.We were able to speak with you on June 5th and confirmed you did receive your packages as well as emails. Reference case 14872013.

  Please let us know if we can support further.

  Thanks,

  *******