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

  1625 Western Avenue Albany, NY 12203

• 

  Victoria's Secret

  1201 Boston Post Rd Milford, CT 06460

• 

  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:12/14/2024

  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.

  I ordered two ******* the 9th of December and everything went good until yesterday, when one of the ******* got canceled, when I tried to contact the customer service I got disconnected, when I tried for the second time I talked with a girl, that tried to make me pay for the shipping cost of the replacement, and took too long to answer every single time. I tried to solve the things by myself ordering the item again with other stuff, it didn't let me add it to my shopping kart even though it was still available (just one available at this point) when I finally got to add it, it was out of stock, an item I already order and paid for. I looked it again and the item was available again with a higher price. I believe this is extremely unprofessional. Canceling Clients' orders 5 days after the order placement for what? Making them pay a higher price? This is horrendous and I'm extremely unsatisfied, I won't buy again from this store.

  Customer Answer

  Date: 12/16/2024

  They solved my issue. 

• Initial Complaint

  Date:12/13/2024

  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.

  Received my package ripped open and had 5 items missing contacted customer service and was told i couldn't get 2 of my items because they were out of stock so they offered me a 20% couple i spent over a 100 to receive the bag and now I'm told there is a back stock the item was a Christmas present my package was placed on 2 different trunks with in 30 min

  Customer Answer

  Date: 12/16/2024

  Was issued 1 cent

  Business Response

  Date: 12/20/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience with items missing from your order. We were able to speak with you on December 17th. We were able to send out a duffle bag at no cost in place of the gift with purchase no longer available that was delivered on December 19th . Reference case 13442814.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service 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 November 28th I placed a order for Christmas gifts over the phone with a representative using my Victoria Secret Card. I waited on a confirmation email of my order and never recieved a confirmation. On December 1st my card was charged $165.59. I contacted customer service on that wed December 4th requesting a confirmation. The rep stated that I did not have an order, i requested to speak with a supervisor and was placed on hold for over 5mins. The rep finally came back and insited that she was looking into this transaction. She then stated that the order was not processed correctly and that the charge will fall off on December 8th. Well the charge never fell off of my account. I called again December 12th asking how can we resolve this issue because now I have missed out on the sale and the free bag and blanket. She stated there is nothing she can do about it and that I would have to wait on a letter for my dispute. So now I am without the Christmas gifts and free bag and blanket. I would like my items or for this charge to be removed and for the company to hire reps in the states as the current reps are very unaware of problem solving and repeat themselves without giving you a real answer to an issue

  Customer Answer

  Date: 12/26/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

  ***** ********

  ****** ***** ********

  Victorias Secret

  Dec 26, 2024 12:31 PM

  
  

• Initial Complaint

  Date:12/11/2024

  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.

  **** cannot deliver my items sent from ******** Secret. . They said insufficient address. ******** Secret advised me to reach out ****. Ive emailed, waited on hold a long time. Tried calling ******** Secret customer care number, was on hold for over 45 minutes. Emailed ******** Secret with issue, no responses.

  Business Response

  Date: 12/16/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We have attempted to call several times and someone answered asked where we were we calling from, then hung up. We are showing a replacement was shipped referencing C110002534 and delivered on December 11th. If you need further assistance, please call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday.  Reference case 13302641.

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:12/09/2024

  Type:Delivery 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.

  I placed an order with them four orders to be exact all orders over $100 and my first two orders came my 3rd and 4th order has not shown up I've contacted them several times to try to figure out what's going on I keep getting it running rounds highly upset Beyond ****** off because this doesn't make any sense I spend money with them and not to tell me where my order is and you think that's okay and I'm supposed to sit into my be patient I'm not a patient person not when it comes out of stuff that I know that I purchased and you guys are playing games with it and then you don't know how to update people and let people know what's going on

  Business Response

  Date: 12/13/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience of order not arriving. We have attempted to call several times as well as emailed asking if you would like the items available resent or refunded. We have not received confirmation on the preference. Please call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to email we sent with a good time to reach you.  Reference case 13293079.

  Once we hear back, we are happy to support further. 

  Thanks,

  *******

  Customer Answer

  Date: 12/13/2024

  [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.]
  I would like a full refund of what i didnt receive
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:12/06/2024

  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.

  I placed 4 orders on ************************** in July and August and paid with my store credit card. I returned all but 7 of the items, but was not correctly refunded for the returns. I have contacted ************************** **************** at least 4 times times via chat and phone over the last 4 months, but the problem is STILL not resolved.I returned all of the items from 2 orders, kept only 1 item from 1 order, and kept 6 items from another. I have only kept $70.98 worth of merchandise and paid $124.55 to my VS card prior to any interest accumulating. I should have a negative balance. I am owed a refund of $53.37 for returned merchandise.August 4th - Order #W12559148 - Total $416.16 - ALL ITEMS RETURNED July 16th - Order #W124730504 - Total $317.29 - Kept $54.69 of items: ********, ********, ********, ******** (exchanged), ******** (exchanged), 26672902, 26664984July 11th - Order #W124537075 - Total $377.11 - Kept 1 items for $16.29: 26755629July 18th - Order #W124832616 - Total $66.99 - ALL ITEMS RETURNED Total Payments to card: $124.55 Items Kept: $70.98 Missing Refund: $53.57

  Business Response

  Date: 12/10/2024

  HI There,

  Thanks for reaching out! We have issued a check refund for the customer to address the concern shared. Customer was satisfied with the resolution.

  Please let us know if there is anything else we can support with.

  Thanks,

  Jayla 

  Customer Answer

  Date: 12/11/2024

  [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,
  
  Sierra ********

• Initial Complaint

  Date:12/06/2024

  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.

  I ordered and paid $114 It was taken out my bank. ******** secret then changed an item in my cart and CHARGED ME AGAIN the new price. They did NOT refund the old price that I already PAID. Then ******** Secret said I need to give ANOTHER credit card because the payment did not go through.. the payment will not ho through because ******** Secret has now emptied my bank account. I explained this to ******** Secret. I called my bank and *** from ******** Secret spent an HOUR recusing to cooperate with the bank. The bank kept offering solutions. *** **** up on me.

  Business Response

  Date: 12/13/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with your order. We have attempted to call several times as well as emailed. We are showing you spoke with ************* on December 6th and the order was zeroed out so any pending authorizations would have fallen off in 3-5 business days and there was no charge for the items shipped to you. We also show that a $115 eGift card was issued on this same day.

  If you need further assistance, please call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to email we sent with a good time to reach you. Reference case 13302641.

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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 10/11/2024, I purchased a strapless bra. I returned it on 10/13/2024. When I purchased the item in the store, I used the "tap to pay" Apple Wallet. Upon attempting to complete the return, the *** system continued with an error of "unable to complete". When I actually tried to use the physical card that I used in my wallet, the same issue occurred. The sales representative called in to Victoria's Secret customer service and they were unable to resolve. At that time, they opened a case to resolve the issue and issue the refund. They sent an e-mail on 10/21/2024 advising that the payment would be issued in ***** days. This time has far surpassed. I then followed up via phone on 11/22/2024 to advised customer service that I had never received the refund. Originally, a refund in the form of a check was supposed to be issued. At that time, I was ensured by the representative that it was issued and to contact my bank. I informed her that I called my bank the same day prior to this call and there was no record of the refund. The case ticket #*******. At that time, the representative advised that she would open a case to research and trace the refund and that an e-mail would be sent to me. I am just receiving this e-mail, stating the same as the first e-mail. " As promised, we have reviewed the information and will be issuing a refund back to the original form of payment. Please allow ***** business days to receive your refund". After 2 months of ******** Secret's retail store having the product returned and in their possession, and still have having the refund issued as promised, I have no confidence this will happen. The fact that it has taken beyond 7-10 business days is completely unacceptable.

  Business Response

  Date: 12/11/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience of not receiving your refund. We were able to connect with you via email on December 6th sharing we re-submitted a credit refund on December 5th in the amount of $58.25 that will take ***** business days to be credited back. We also issued a $35 eGift card as an invite to shop again that would have arrived two hours after being issued.  We would be happy to support with any additional questions or concerns, please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Friday. Reference Case 13237127.

  Please let us know if we can support further. 

  Thanks,

  *******

   

  Customer Answer

  Date: 01/02/2025

  The business has issued the refund and made the appropriate accommodations for the inconvenience.

• Initial Complaint

  Date:12/04/2024

  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.

  I placed an order with Victorias Secret on 11/20/24, the expected eta was 11/27/24. As of 12/2/24, I had not received the order so I called customer service and was told that a new order would be shipped priority and I should receive it in a couple of days. However, on 12/3/24 I received an email stating that my new order was being returned back to the warehouse. I called on 12/3/24 to request a full refund as I was over it. I was told that a return would be processed. Once the email was received the amount to be refunded was $24.04, which was $8.69 less than what I paid. I called customer service on 12/4/24 to request my complete refund as the package never reached my home so I should not be charged for shipping. I couldnt get a resolution from the customer service representative so I asked to speak with a supervisor, I got no where with her so here I am.

  Business Response

  Date: 12/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with not receiving your full refund. We have attempted to call and left Voicemail as well as emailed. We issued a refund for the amount of $8.74 to be credited back in ***** business days or may take up to 1-2 billing cycles to see on statement. We would be happy to support with any additional questions or concerns, please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Friday. Reference Case 13287570.

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:12/03/2024

  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.

  Store #: ***** Location: ************************************************************ Date: 12/02/2024 Time: 12:51 pm Transaction: 0201 Reg: 001 Till: 1001 Cashier: ****** On 12/02/2024 I made a purchase totalling $108.04 @ *****************************. Upon returning "home" I realized I had been charged twice for a lotion as well as a body mist resulting in a $30 + tax overcharge. I called the store the following morning (12/03/2024) spoke w/ store manager, provided receipt/transaction details & requested the overcharged amount be refunded to my debit card. Mgr was very apologetic explaining that her store had many new hires & suggested the error in question was likely the result of a "new employee's 1st day." *** advised me to return to store for return of fund & at that time I explained that I do not have a vehicle, had been visiting the mall with a friend & asked if there was an alternative to returning to store. After contacting VS customer service for guidance the mgr called me back to say the only way I could receive my money back was to come to store. I live in an area of rural western ** that was decimated by ******. I lost my home, all of my personal belongings as well as my vehicle & am currently awaiting a decision regarding **** funding assistance. A return to the store would require me to hire **** which would exceed the amount owed to me by VS. I contacted VS CS myself to no avail. They insist on return to store. As 25+ yr customer of VS I am very disappointed. I am also incredibly frustrated & feel it isn't fair for me to incur the addtl expense of having to hire an **** to travel back to this store due to an employee's mistake. Also, the employee that checked me out did not appear to be brand new. As I stood in line she answered other customers questions regarding knowledge of specific products no longer carried by VS & dates they were discontinued. She was also very knowledgeable about physical location of specific merchandise in store.

  Business Response

  Date: 12/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with being overcharged in store. We have attempted to call and left Voicemail as well as emailed. We issued a refund for the amount of $32.00 to be credited back in ***** business days or may take up to 1-2 billing cycles to see on statement. We would be happy to support with any additional questions or concerns, please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Friday. Reference Case 13287598.

  Please let us know if we can support further. 

  Thanks,

  *******