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

  PO Box 16589 Columbus, OH 43216

• 

  Victoria's Secret

  4 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Victoria's Secret

  3 Limited Pkwy Columbus, OH 43230-1467

• 

  Victoria's Secret

  219 Eastview Mall Victor, NY 14564

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:12/02/2024

  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 got a gift card that I have since discarded because I use my ******** secret app and uploaded the gift card onto app. Today (12/2/2024) I went onto app to check my available funds on gift cards and by accident clicked remove. Normally on other apps it would prompt a customer to accept changes, however not on ******** Secret) app! It just removed! Now, my gift card is gone. I called customer service care and spoke to Fuzzy who directed me to call gift card number which was useless since I dont have the gift card. Called customer care back and spoke to **** *** who then kept me on hold for another hour. I was told nothing they can do about it. I ask to speak to manager. At first she declined to transfer until I said Id call headquarters. I then kept being placed on hold. No manger came on. She then came back on to tell me she could put me through to a store? So again, no manager, no resolution. I just want the $100 back onto my account. Im sure IT can see it was removed. So add it back. Or is this how VS makes their money by scamming people?!? I want a call as well.

  Customer Answer

  Date: 12/03/2024

  
  ******* ***** <***********************************************>
  10:26 AM (21 minutes ago)
  to disputeresolution
  
  REF #********
  
  Good Morning,
  
  Please update my complaint. The company has since reached out and has resolved my issues and concerns. My money has been refunded. 
  
  Best,
  Sabrina 
  

• Initial Complaint

  Date:12/02/2024

  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 still haven't received my last refund from Victoria Secret of $52.37 in the original payment method used as of yet. I have had the most tragic and daunting customer service unlike ever before experience. This has been ongoing starting November 12th. I just want my money immediately released as stated. I appreciate the e-gift cards for the all of grief, frustration, etc. But, that doesn't exchange the fact that I never received neither the $52.38 back to my card as well as via check.

  Customer Answer

  Date: 12/05/2024

  Tuesday, Dec 3rd, 2024 I'd spoken w/ ******** Secret supervisor, *******. And, I mentioned to her that for the migraine(s), the frustration, unwanted grief, unexpected ongoing  inconveniences, the money lost for transportation cost to pay someone to take me back to the *************, in ****************, **,  and not to mention the discomfort, chronic aches in my body that I had to endure my body whole trying to stand to end all of the nonsense, etc for merely a month now I am seeking a total of $2,500.00 via check by mail to be immediately approved by their financial department to conclude this case. Especially, seeing as to how I  had to contact the Better Business Bureau in order for my $52.37 to refunded efficiently. And, just like that it is finally pending in my account. But, on November 12th, 2024 it was supposedly processed, etc. But, I never received it. Only the run around and a number of e-gift cards. Nawh! None of this was right. And, should've never happened. Not, to mention that the store cashier at the mail originally mistakenly started all of this when she processed a return entering the wrong TWO items despite the fact that she had on glasses. That's when my entire order placed online November 1st was somehow completely refunded, etc.And, for the very first time I  can honestly say that my shopping experienced was horrible. I've been shopping with ******** Secret since I was in ***********. And, I  am merely fifty years of age. 

  Business Response

  Date: 12/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described and not receiving your $52.37 refund. We were able to speak with you on December 3rd sharing the credit refund was issued on November 22nd that would take 3-5 business days or 1-2 billing cycles to show on your statement.

  We also issued a check for $52.37 on November 22nd that would take ***** business days to receive from that date. We have also issued $310 in eGift cards from November 20th through December 7th.  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 13133888.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 12/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22619324
  
  I am rejecting this response because: Tuesday, Dec 3rd, 2024 I'd spoken w/ ******** Secret supervisor, *******. And, I mentioned to her that for the migraine(s), the frustration, unwanted grief, unexpected ongoing  inconveniences, the money lost for transportation cost to pay someone to take me back to the *************, in ****************, **,  and not to mention the discomfort, chronic aches in my body that I had to endure my body whole trying to stand to end all of the nonsense, etc for merely a month now I am seeking a total of $2,500.00 via check by mail to be immediately approved by their financial department to conclude this case. Especially, seeing as to how I  had to contact the Better Business Bureau in order for my $52.37 to refunded efficiently. And, just like that it is finally pending in my account. But, on November 12th, 2024 it was supposedly processed, etc. But, I never received it. Only the run around and a number of e-gift cards. Nawh! None of this was right. And, should've never happened. Not, to mention that the store cashier at the mail originally mistakenly started all of this when she processed a return entering the wrong TWO items despite the fact that she had on glasses. That's when my entire order placed online November 1st was somehow completely refunded, etc.And, for the very first time I  can honestly say that my shopping experienced was horrible. I've been shopping with ******** Secret since I was in ***********. And, I  am merely fifty years of age. 
  
  Regards,
  
  Ms ******* L ******

  Customer Answer

  Date: 12/11/2024

  Concerning the check the was supposedly sent out via mail  on both Tuesday, November 26th and December 3rd, 2024 never arrived via mail as of this date, December 11th, 2024, and time 7:05A.M. (CST). 

  Concerning the e-gift cards, that amount could never add up to the unequivocal measures of the past thirty days experienced to resolve this matter at best, professionally, efficiently, and sooner rather than ongoing inconveniences via the rn around unnecessarily. 

  Nonetheless, seeing as the fact that ******** Secret & Co. hasn't concluded nor resolved this matter, and now complaint my request as originally asked to firstly  receive an e--gift  card in the amount of $500 plus a check in equal amount of $500 for the migraines, frustration, etc during my holiday seasonal celebration of ****** birth.

  Let's get this matter concluded, done, and over with effective almost immediately. Thank you so kindly! *******************************************

  Business Response

  Date: 12/18/2024

  Hello-

  We are sorry for the experience you have described. After review we have confirmed the refund of $52.37 was posted to your account on December 5th and do have the reference number available to share with your financial institution if you have not seen this refund. The check also in amount of $52.37 was processed on November 26th and can take ***** business days to arrive which would be December 24th at the latest. We wish we were able to extend additional gift cards and checks for this experience but will not be sending anything additional outside the $310 total already issued in eGift cards and $52.37 in check.
  

  We would be happy to provide the reference number and support with any additional questions or concerns, free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 13133888.

  Please let us know if we can support further. 

  Thanks,
  *******

  Customer Answer

  Date: 12/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22619324
  
  I am rejecting this response because: Although, I am not rude, belligerent, ignorant, disrespectful, inconsiderate, money hungry, a thief, nor in any ways illegal or a criminal of any kind whatsoever... I  wasn't treated as a valued customer, a woman of honor, respect, truthfulness, kindness, good intentions, etc. For over a month my very first ever in life return experience to ******** Secret & Co. brought my unexpected ongoing unequivocal measures of grief unnecessarily. It should have not taken them that much time to correctly service me efficiently as well as professionally number one. I had to continuously call to stay on top of absolutely each and every single fiber detailed to be heard. Not to mention reach that had to reach out to the Better Business Bureau to file a complaint in the first place to receive the check as well as original payment method used during the time of purchase, etc to be refunded back as worded via email & phone. With that being worded. Nonetheless, I clearly indicated that if all wasn't concluded within the that fourteenth business as agreed, spoken by the supervisor at that point and time... I  would certainly be putting my request for a $500 e-gift card no lesser value will cut such daunting, dramatically traumatizing horrific customer service experience. Plus I request that a $1,000.00 check be dispensed almost immediately upon approval from their financial department as of like geez... yesterday's ago now. Let's get all of this concluded and over with. Because I didn't deserve to feel as if I somehow became targeted for returning item that zi didn't like. ***. Point blank.
  
  Regards,
  
  Ms ******* L ******

  Business Response

  Date: 12/19/2024

  Hello-

  We apologize for her experience and appreciate the opportunity to resolve the matter for you. While we understand we can't put a monetary value on your experience, we have offered several gift cards as invitations to shop with us in the future given the experience you have described. We have shared the feedback provided with the appropriate teams to ensure coaching and training for future experiences. Since we have sent $310 in gift cards for the inconveniences, confirmed the check was mailed as promised, and you are seeing the refund in your account, we will consider this matter closed.

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

  Thanks,

  *******

  Customer Answer

  Date: 12/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22619324
  
  I am rejecting this response because: See, for me it was the first sentence in that last response that is the reason that I shall rightfully reject the fact that Victoria's Secret & Co. has absolutely no respect for me in particularly as customers. Word's without works put into action are indeed... unacceptable. Likewise in vain. And, the time that I wasted going back and forth over a matter in which you ALL were horrifically unsuccessful with resolving with intentional motives is what was truly and remarkably unprofessional. But, of course you already know for fact in fact indeed what I experienced had not ever happened to not a single one cashier, customer service representative, supervisor, etc. Now, that request in which I seek truly doesn't compensate for the entire thirty plus of unacceptable financial distress, the mess, the inaccuracies of the cashier that originated the refund/return, etc. Therefore, the original asking amount(s) are non-compliance and (or) not contrary to what you all assumed I would easily settle for less the value of time spent. Now, you gone on ahead and do the math genius as you are with all do respect to my self worth regards as to anyone's personal opinion that surely doesn't matter not one bit at all to me personally. Do you understand me, now? See, first off all I would've NEVER received any of that slick nickel and dime messiness that you played in the first place inwhich you boldly, proudly worded that summed up to that "$310 in e-gift cards, that check for $52., all of my money back eventually in four payment method increments (unpleasant terms & conditions to bare); and not mention everything else." I was made to suffer, experience grief, frustration, unwanted emotions of discomfort via pain in my body traving back and forth in the cold seeing as to my health conditions as a matter of facts. And, still you must expect to simply forget all of that. Likewise, that I had fight for my very money back rightfully after all was said and done like y'all was just gone pimp me. Gurl, bye find yourself a toy. This ain't that. But, enough is surely enough. That I  do agree with legally. Factz! Pay me like y'all thought it was okay to play wit me. I'm a grown woman. Not child. Not mentally ill. ***. ******** Secret & Co shall conclude with the total asking amount in all do fairness. Can you imagine if I was just like you, and all... of them... of whom had read word for word each call via case to try to figure all that mess out. Like seriously! Victoria's Secret been around far too long think that I allow myself to settle less. When truth of the matter so much, much, much... could seriously be dispensed into my bank account via check if I my attorney involved. See, Bath & Body Work's tried me also. Until they too realized that I wasn't all about words without actions  by any means necessary. Choose your battles wisely. Point blank 

   

  GOD BLESS, MERRY CHRISTMAS & PAY ME.

  
  Regards,
  
  Ms ******* L ******

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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've used the Victoria's Secret Pink cheekster/tanga seamless no-show underwear for years. All my old pairs (74% polyamide) I've had for years and they have never ever ripped and took a really long time to stretch out. Every new pair I've gotten that's made up of 61% polyamide tears horizontally across in the exact same spot: the top edge of the gusset where it meets the rest of the fabric. None of my old pairs did that ever. I've had to throw out 4-5 (some very new) underwear bought in the last year and I currently have 2 I need to throw away. I have a pair of 71% "recycled" polyamide which I think is their new formula, and it is beginning to rip but hasn't ripped yet. It also is stretching out way faster than the older composition and there are many people on reddit complaining about the formula change.

  Business Response

  Date: 12/07/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the disappointment around the quality of ******* previously purchased,we have forwarded your feedback to the appropriate team. We sent an email on December 3rd sharing we did send out a $35 eGift card as an invitation to shop again and purchase replacements. This would have arrived two hours after being issued. If you need additional support, feel free to call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday.  Reference case 13129046.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/16/2024

  [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,
  
  ***** ********

• Initial Complaint

  Date:12/02/2024

  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 have asked numerous times thru social media to stop sending your junk mail soft core **** to my address. Am constantly being told its " fixed " but I keep getting unwanted / unsolicited junk mail every **** month. And every **** month I file complaint thru social media, so here we are today. And furthermore more, as I see it ... you are in direct violation of your own privacy act by not deleting my address and continuing to send your soft core unwanted **** to my address. My address is in the complaint section or ask the social media people ... they see it every month. Not only my address but people who DONT live here, such as ******* ******* who is probably 75 lbs overweight but thinks she looks good wearing your line.....

  Business Response

  Date: 12/07/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry that you have had to reach out several times to request mailing to stop being sent to your address with no success. We have successfully removed the names and address from our mailing list which should eliminate any future mail being sent. If you need additional support, feel free to call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday.  Reference case 13128725.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/01/2024

  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 an online order at 9:32 am on 12/1/2024. Immediately I noticed that the order had the incorrect body spray. So I started a chat and got disconnected. I started a seconded one, with ******, she told me that she needed the product number that I needed and she could make the change. I got the number went to enter it and the chat was gone. So I started a 3rd chat gave all the information and I was told there was nothing they could do that I waited too long. I was on these chats for 30 minutes. Within 5 minutes I had ****** willing to help to ***** telling me she could do nothing. Its unacceptable.

  Business Response

  Date: 12/04/2024

  Hi,

  Thank you for reaching out. We have spoken with this customer ********************** and resolved the concern. 

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

  Kindly,

  Jayla 

  Customer Answer

  Date: 12/04/2024

  [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,
  
  *** **********

• Initial Complaint

  Date:11/30/2024

  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.

  shopped in store on black friday was supposed to reciev the tote and blanket and so was my.daughter. we were told they were out of stock and they would ship them for free if we called the 1800 number. today they said they do not have any and we are out of luck and they are out of future customers now

  Business Response

  Date: 12/07/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the disappointment that the gift with purchase was sold out as these are while support last. We sent an email on December 2nd sharing we did send out a $25 eGift card as an invitation to shop again. This would have arrived two hours after being issued. If you need additional support, feel free to 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 13128917.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:11/27/2024

  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 returned my order. I used the label they provided to me. I spoke to a *** named **** She told me that the item was received back on 11/22/24. Then she stated I would not be refunded for 30 days. I told her I returned the item and why should I have to wait 30 days? Then she said she could not help me because she did not have the tracking number!!! This is after she told me she received it back. I asked for manager, and she would not get me a manager. I do not like be lied to. I returned the item and would like my refund.

  Customer Answer

  Date: 12/03/2024

  They refunded me. Thank you to BBB. If it wasnt for the BBB I would never have been refunded. This case can now be closed. Thank you!!

• Initial Complaint

  Date:11/27/2024

  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 a lotion and shirt on victoria secret on September 3rd. My package was expected to come September 6th but it never came, yes it has been over two months now but it’s because everytime I tried to chat with somebody, it would say for me to wait for my package because there was a storm happening at the time so packages were delayed, so I waited. I’ve been busy with school and work that time had passed by and I still haven’t got my package, I paid for EXPRESS shipping but yet it never came, I want a refund or else I will never shop here again because it seems like my money is taken from victoria secret and I got no package ! I am disappointed as a customer, I want my money back. This is unfair as I work hard for my money and I gave victoria Secret time to deliver my package a while ago only to get NOTHING,

  Business Response

  Date: 11/29/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We have
  attempted to call and email on November 27tj. We are sorry for the experience related
  to your package not arriving and reaching out to our Customer Care Team. We
  have shared your feedback with the appropriate teams.

  We issued a refund on
  November 27th refunding $76.61 to a eGift card due to being outside
  the 30 day timeframe that should have arrived to your email within 2 hours of
  being issued. If you need additional support, feel free to 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 ********.
  

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:11/22/2024

  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 sent a return to ******** Secret (Order R004349621) and according to their site, they received it on 9/8/24. I was past 30 days, so I was to be issued a store credit, which I was fine with. I have been a long time shopper and wanted to make another purchase. However, 6 calls later, I still haven't received a refund. Each agent tells me the other gave me incorrect information, when I honestly don't think any of them know what they are doing, and they definitely do not understand my concerns or speak English well enough to offer service in our language. I was told since I was having issues getting the refund and have had so many issues, they would go ahead and issue the return to my original form of payment, which I would get in 10 days. When I called today (~15 days), I was told I have to wait another 2 billing cycles, which takes us to Jan. I don't trust any of the agents. And I question a clothing retailer who can't handle a simple return. At this time, I don't care to do any further business with this company due to their poor customer service, and am requesting my refund be sent to my original payment method. Due to this experience, I will be discontinuing my long term relationship with the retailer.

  Business Response

  Date: 11/29/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience related to your return and reaching out to our ************* Team. We have shared your feedback with the appropriate team. We did email you on November 24th sharing that we have confirmed the refund was posted on November 12th. If you are not seeing your refund in the amount of $50, please feel free to respond to the email if you have not received and we can provide a reference number to provide your financial institution for proof of accepted refund. Reference case 13004725.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 12/11/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/22/2024

  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.

  Sent a return on the 15th of November that was worth $115 with a return label provided. Tracking states that the package has been delivered to an agent, while I still have not received any notification of a refund or refund being processed. I have reached out to customer service THREE times now, and have provided screenshots of the last interaction - to which the agent just stopped responding, as did the previous two agents. It clearly states on VS website under the Help section to contact customer support if there is no notification or update on a returned item.

  Customer Answer

  Date: 11/22/2024

  Victorias Secret has reached out and issued the refund for the returned items.

  Business Response

  Date: 11/26/2024

  Hello-

  We are sorry that you did not receive the refund for your return. We did process your return on 11/22 in the amount of $114.90 and an email would have been sent an hour afterwards. The refund will take 3-5 business days to be credited back and will take 1-2 billing cycles to appear on statement.

  Feel free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday if you need additional support with your refund. Please reference current Case 12972144.
  

  Please let us know if we can support further.

  Thanks,
  *******

  Customer Answer

  Date: 11/27/2024

  [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.

  Victorias Secret has reached out and issued the refund for the returned items.
  
  Regards,
  
  **** *******