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Business Profile

Lingerie

Victoria's Secret

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lingerie.

Complaints

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

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Victoria's Secret has 118 locations, listed below.

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    Customer Complaints Summary

    • 422 total complaints in the last 3 years.
    • 161 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2024

      Type:Product Issues
      Status:
      Resolved
      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 and the items did not work. I returned 2 items totaling $91.17. I was told by customer service my refund would be issued Monday. Today I was told it would be another 5 to 7 days. I need my refund. Please help me. Returned order #D000101369 with tracking 9202 3909 8999 2154 3505 4439 74 received back on the 16 at their warehouse

      Business Response

      Date: 11/26/2024

      Hello-

      We are sorry that you did not receive the refund for your return.We have attempted to reach you via phone. We did process your return on 11/22 in the amount of $91.58 and an email would have been sent an hour afterwards. The refund will take 3-5 business days to be credit 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. Reference Case 12958917.

      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.

      Regards,

      ******** Rose *******

    • Initial Complaint

      Date:11/18/2024

      Type:Billing Issues
      Status:
      Resolved
      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 encountered so many problems. First VS measured me wrong and I bought 6 bras in the wrong size. I cut the tags out of 2 of them thinking that was the issue. I went somewhere else and got properly fitted. VS said 40D and 38Dd but really was a 36Ddd. I couldn't exchange the 1st 2 bras because I cut the tags out. I exchanged the remaining 4 and it had to be online since the store didn't have my size. Wrong ones sent, orders being cancelled for no reason. They have deducted reward points over and over each time the customer service person messed up and cancelled what they were doing and re did it. Sometimes 3 times in a row. They sent to the wrong address once. Now I do not have the bras I had ordered on Nov 3rd. Today the agent even repeated back to me the exchange size of 36Dddd but actually ordered me a size 36dd instead. Spent 2 hours so far on the phone and chatting and still can't get this sorted out. The agent even said she was going to deduct 65 points from my rewards but wouldn't say why. They just keep saying " no worries " over and over. So, my reward points are in the hole for their mistakes and I don't have the correct bras that I ordered.

      Business Response

      Date: 11/22/2024

      Hello-

      We are sorry for the experience described around your bra purchase, We have attempted to call you and left VM as well as emailed. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ************** or ************** (outside the **** and ******) between the hours of 9:30AM and 8:00PM EST or respond to email with the best time to reach you. Please reference Case 12938098.

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

      Thanks,

      *******

      Customer Answer

      Date: 12/01/2024


      Better Business Bureau:

      I accept the business's response to resolve this complaint.

       

      They called me but still had an old number on file.  After finally getting transferred they were able to figure out what went wrong.  The associates were not adding points back correctly when i excanged items.  They appoligized for all the problems and she fixed my points.

      Regards,

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

    • Initial Complaint

      Date:11/17/2024

      Type:Billing Issues
      Status:
      Resolved
      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 am writing to report an ongoing issue Ive been facing while trying to use my gift card online. Despite trying everything, including contacting the gift card team, I have been unable to use the card. The issue is not on my end, as my daughter was able to successfully use the same gift card in-store, confirming that there is a balance available.Unfortunately, I am disabled and cannot shop in-store, and my daughter is not always able to assist me with shopping. This has made the situation even more frustrating and inconvenient.When I initially reached out to your support team, the agent I spoke with acknowledged the inconvenience and assured me that I would receive a $35 gift card as compensation. However, I have yet to receive it.I kindly ask that this matter be resolved promptly by ensuring I receive the $35 gift card as promised. I have a screenshot.

      Customer Answer

      Date: 11/18/2024

      my full name is **** Perez 

      Business Response

      Date: 11/22/2024

      Hello- 

      We are sorry for the experience described when trying to use your gift card in store. We have attempted to call you to find phone number is disconnected as well as emailed. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ************** or ************** (outside the **** and ******) between the hours of 9:30AM and 8:00PM EST or respond to email with the best time to reach you. Please reference Case 12920141.

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

      Thanks,

      *******

      Customer Answer

      Date: 11/25/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22569338

      I am rejecting this response because:  I explained that i cannot speak on the phone because im hard of hearing and the agent said she will proceed via email but she stopped responding. 

      Regards,

      **** *****

      Business Response

      Date: 11/29/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We emailed you on November 25th letting you know that we have issued a $35 eGift card that was previously promised and should have arrived within 2 hours of being issued. Reference case 12920141.

      Please let us know if we can support further. 

      Thanks,

      *******

      Customer Answer

      Date: 12/09/2024

      [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:11/17/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Purchase pajama sets to Victoria secrets on October 27, 2024. Last night November 16, 2024, I called the customer service If I can do exchange but I have been told they can not help me since I purchased it in the store. I am not trying to be difficult but the problem is I am immobile and disable that I can not walk due to surgery. I tried to explain to the customer service but basically told me they can not help me. No sympathy at all. I also called today, November 17, 2024. No help at all.

      Business Response

      Date: 11/22/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience related to your exchange questions and reaching out to our ************* Team. We have shared your feedback with the appropriate team. We were able to speak with you on November 19th and extended an eGift card in the amount of $129.19 so the pajamas can be replaced. This would have arrived two hours following the conversation. Reference case 12919613.

      Please let us know if we can support further. 

      Thanks,
      *******

      Customer Answer

      Date: 12/03/2024

      '********* ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      2:46 PM (14 minutes ago)
      to Better

      Dear BBB,

      This email confirms that complaint #******** has been resolved to my satisfaction. Thank you for your assistance in this matter.

      Sincerely,

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

    • Initial Complaint

      Date:11/15/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hi!I ordered a few pairs of uggs as gifts around march since ***** was rolling around and it was some peoples birthdays. I choose ******** secret to order from. Upon the first order number W118516929 and tracking (1LS731005582539) it was stated signed by me but i want home. Lasership is not a good delivery carrier and often lies. So i was sent a replacement. Post replacement i got a new order number (C109128321) with tracking (1LS731005598994) it is stated that it was delivered. It is marked as delivered randomly there wasnt tracking movement for a few days and the package was never scanned onto a truck so therefore it is fraud from lasership. I contacted ******** secret about this and was forwarded a number i called them and they werent available and i never got a reply ******* i am now trying bbb to get a response and hopefully settle this. I am requesting a refund because the package did not arrive and i am fearful of lasership the delivery company

      Business Response

      Date: 11/22/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience related to your exchange questions and reaching out to our ************* Team. We have shared your feedback with the appropriate team.We were able to speak with you on November 19th and extended an eGift card in the amount of $129.19 so the pajamas can be replaced. This would have arrived two hours following the conversation. Reference case 12919613.

      Please let us know if we can support further. 

      Thanks,

      *******

      Business Response

      Date: 11/22/2024

      Response was sent out of error, can we please remove? We are still attempting to connect with customer and will respond by ***. Apologies! 

      Business Response

      Date: 11/22/2024

      Hello-

      We are sorry to hear of the experience you are describing. For further assistance with your order questions, please contact Eve at ************. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

      Thanks,

      *******

    • Initial Complaint

      Date:11/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 made an order to Victorias Secret about two weeks ago. When I received my order I noticed an item was missing, so I contacted their customer support yesterday and they said theyd resend my item. This morning though, I noticed that I was RE-CHARGED for my WHOLE order again. YESTERDAY. when I had already been charged for it 2 weeks ago! Then I had to sit through a 1 hr phone call with customer support, and got transferred about 5 times, to then get told that they will "look into it" over the next 15 DAYS!!! This is not okay. I WAS DOUBLE CHARGED 95 DOLLARS!! I cannot wait 15 days to get MY money back that was spent on NOTHING! ************************************ If I do not receive my money I will post to social media and warn every ******** Secret customer about this. Imagine a mother that needed that money for her childs food, living paycheck to paycheck, and Victorias secret steals it from them after their ITEM IS MISSING. Then tells them to wait 15 days to get it back. Being such a huge and enterprise international business, THEY SHOULD KNOW BETTER. This better be resolved as soon as possible or I will take further action.

      Business Response

      Date: 11/18/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience described regarding interaction via phone to our ************* Team, missing an item and see two authorizations. We were able to speak with you on November 14th and shared any pre-authorizations should return within 3-5 business days as we only charge once the items ship.

      The original amount of the order placed on November 1st was pre-authorized in amount of $110.21. We have checked to confirm $15.03 was settled on November 5th and $95.17 was settled for on 11/08 with refunds of $15.03 and $9.99 dated November 12th. The credits will take 3-5 business days to be credited back from this date however we have requested a Reference Number Request be completed and will follow up with you within ***** business days from November 13th. We were able to send the missing item that should be delivered on or before November 20th as well as extended $30 eGift card for your experience. Reference case 12871356.

      Thanks,

      *******

    • Initial Complaint

      Date:11/12/2024

      Type:Product Issues
      Status:
      Resolved
      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 for $35.99 on 11/7/24 for one item. I received the item today 11/12, but the item was too small. I tried to see if I can complete the exchange on my own under order history like other retailers, but VS requires you to contact customer service. I initiated the chat at ****** with ****** the automated assistant and was quickly connected with an agent named ******* *******. I explained to ******* ******* that I just wanted to do an exchange and I need a bigger size. He had to check if it was possible, then 44 minutes in tells me it has to be a phone order, to finally sending me the link for payment. All in all, it took an hour and 15 minutes of my time and is STILL is not resolved. I cannot believe I have to contact customer service to make an even exchange and not only that, but that after *************************************************************************************************** the online chat. Not to mention when ******* ******* sent me the link for payment (60 minutes in) the item was for the full clearance price at $59.99 after promising me he would honor the $35.99 price because it was an even exchange. All in all, having to contact customer service for an exchange is a waste of time and talking to customer service for an hour and 15 minutes and getting nowhere is an even bigger waste of time.

      Business Response

      Date: 11/15/2024

      Hello-

      We are sorry for the experience you have described when contacting our ***************************** regarding your order and exchange questions. We have attempted to call you several times and have sent emails. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ************** or ************** (outside the **** and ******) between the hours of 9:30AM and 8:00PM EST or reply to email with best time to reach you. Please reference Case 12871333.

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

      Thanks,

      *******

      Customer Answer

      Date: 11/20/2024

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22548514

      I am rejecting this response because: I have responded to their email and I am awaiting a scheduled call back time. 

      Regards,

      **** ****

      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 exchange questions and reaching out to our ************* Team. We have shared your feedback with the appropriate team.We were able to speak with you on November 22nd and adjusted the cost of your exchange with free shipping as well as extended a 20% off coupon to use on a future purchase. This would have arrived ***** hours following the conversation. Reference case 12871333.

      Please let us know if we can support further. 

      Thanks,

      *******

      Customer Answer

      Date: 12/02/2024

      [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:11/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They are offering 40% off online and I found something I wanted and it showed an advertisement for the 40% but the discount didnt apply so I chatted with customer service and a manger and they would not honor it and for me that is false advertisement

      Business Response

      Date: 11/15/2024

      Hello-

      We are sorry for the experience you have described when contacting our ***************************** regarding the 40% off an item promotion. We have attempted to call you and have sent an email. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ************** or ************** (outside the **** and ******) between the hours of 9:30AM and 8:00PM EST. Please reference Case 12843330.

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

      Thanks,

      *******

    • Initial Complaint

      Date:11/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My product has not arrived yet when the delivery date was estimated to be 6 days ago. I have also not received any update from the company.

      Business Response

      Date: 11/15/2024

      Hello-

      Thank you for allowing us to support your inquiry. We are sorry to hear that your package did not arrive. We show a replacement was issued on November 8th and has a deliver date of November 19th. We have attempted to reach you and left Voicemail. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday with any questions or concerns. Reference current Case 12843189.

      Thanks,

      *******

    • Initial Complaint

      Date:11/06/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 tried contacting ******** Secret about 15 times they ignore me or tell to call a number that I cant call from ********* I have asked repeatedly for an email address or for any help and they just ignore me. Im very upset i bought pyjamas for my daughter while on holiday in ******* I have since returned to *********. My daughter unfolded the tided up with a ribbon pyjamas to find they have not been sewn at the seams and there is a large hole. These pyjamas have never been worn and are obviously faulty they were expensive and I want my money back. I have photos and receipts

      Business Response

      Date: 11/09/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We were sorry that you arrived home to find the pajamas were defective. We were able to speak with you on November 8th and have refunded $50 back to the original form of payment. You can expect this to be refunded in ***** business days and can take 1-2 billing cycles to reflect on statement. Reference case 12788013.

      Please let us know if we can support further.

      Thanks,

      *******

    Victoria's Secret is NOT a BBB Accredited Business.

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