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

  1 Crossgates Mall Rd. Albany, NY 12203

• 

  Victoria's Secret

  9683 Destiny USA Dr Syracuse, NY 13204

• 

  Victoria's Secret

  90 Elm St Ste 73 Enfield, CT 06082

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:11/06/2024

  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 ordered products online and they did not fit. The return policy mandates a $15 shipping charge. I looked further into the return policy and could not find any details that would not allow store exchange. I had to drive 45 minutes to a different city and was told that I could not exchange the product. I called the customer service and there was nothing they could do to help either. They were unable to provide any compensation despite me being misinformed and inconvenienced. It cost me more money now since I had to drive a fair distance to the closest store. The website should be more clear about the restrictions of the return/exchange policy and should provide better customer service for inconvenient situations such as this.

  Customer Answer

  Date: 11/07/2024

  Victoria's Secret customer service reached out and I was able to get i  contact with one of the associates. We spoke about my concerns with the website and lack of availability for exchange in store. I was given a case number, they have started the process for a refund and also will provide a gift card to be used in store.

  The associate said that she will escalate the concern of online purchases being unavailable for exchange in store and will also escalate the concern of unclear instructions for return only via mail for online purchases. 

  I am content with the resolution to the situation.

  Business Response

  Date: 11/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were sorry for the experience described with not being able to return your online order in store. We were able to speak with you on November 7th and have refunded the order for the inconvenience. You can expect $169.61 CAD to be refunded in 3-5 business days and can take 1-2 billing cycles to reflect on statement. We have also issued a $45 CAD Gift card that can be used in store as an invitation to shop with us again in the future that will arrive within ***** business days. Reference case 12787923.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 11/12/2024

  [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.
  The company has reached out to me and has issued a refund to my account. I am waiting for it to process back to my card and they have also stayed they are sending a gift card which may take 21 business days to arrive. 

  Please let me know if you require anymore information for this case.

  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:11/06/2024

  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 this order on August 30th, I ordered bras from them that totalled to $124 CAD. When I returned the items, I accepted a $15 deduction. I received an email with the refund amount for $84, leaving me with $39.89 to pay. I returned everything and accepted the $15 deduction but I'm still being charged $39.89. I never knew ****** equalled *****. This is after countless time on the phone and the chat and being told that I was being refunded the full amount and that I wouldn't receive a balance. Keep in mind in the end I kept nothing - NO PRODUCT, and they're expecting $39.89 from me. Seriously???????

  Business Response

  Date: 11/10/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the return experience and amount that was refunded. We have attempted to call and left Voicemail. We issued a refund for the shipping cost of the order in the amount of $12 to be credited back in 3-5 business days or may take up to 30 days depending on the ******************. We would be happy to 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- Friday. Reference current Case 12787892.

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:11/05/2024

  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 returned all items in the order in the same package but was only sent a partial refund. Tried reaching the business numerous times but their chat times out before I can get a resolution. I paid $313.79 and I was only refunded $172.84. I still need a refund for $140.95 I record the packaging of these items and mailing so I have recording of all the items in the order being sent back to the business. **** tracking number of all these items being received is **************************

  Business Response

  Date: 11/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We apologize for the error in refunding your online return. We did email sharing that we were able to refund the remaining amounts of $107.96 and $32.99. These amount will be refunded within 3-5 business days and can take 1-2 billing cycles to reflect on statement. Reference case 12783230.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:11/03/2024

  Type:Customer Service 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 purchased Wear Everywhere Strapless Push-Up Bra (********) and wore it for the first time this week. I developed a severe skin allergic reaction to the silicon adhesive material of the bra and had a lot of blisters where the silicon material touched the skin. It caused pain and discomfort, and I had to seek medical treatment. Photos showing the skin allergy available. I called the customer service hotline but was unable to get the help I need. I am requesting a fair resolution from ****************************

  Business Response

  Date: 11/05/2024

  Hello-

  We are sorry for the experience described around your bra purchase and having a reaction. We have attempted to reach you by phone 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 12746325.

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

  Thanks,

  *******

• Initial Complaint

  Date:11/02/2024

  Type:Customer Service 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.

  After not using my Victorias Secret credit card for several years, I received notice that they may close my card due to inactivity. Along with this notice I received coupons and promotions to incentivize me to use the card and keep it open. I went against my better judgement and placed an online order for some hoodies that were on sale that listed a same day delivery option.First, an item was out of stock. Understandable.

  I get another email stating my order has been picked and is ready for pickup. I get a third email saying my order has been picked up and is on its way to my home. Shortly after I go to track its location and it says my order has been cancelled. I called the driver who had picked up my order and she tells me the store worker wouldnt allow her to pick up the order. I check the tracking and it says its ready for pick up. I check my card and there is no refund.

  I had used a gift card for part of this order and it was also not refunded.I called Victorias Secret and it took me 30 minutes of explaining to get the worker to comprehend the issue. She could not call the store for me, she couldnt issue a refund, she couldnt tell me anything but offered to place another order for me also for same day delivery. When I asked why we would do that or where my refund was for the first order she just kept placing me on hold. She then transferred me to an escalations line. That woman was nicer and more helpful but she then put me on hold for 45 minutes and never came back.

  Eventually the call just disconnected and hung up on me. I called again, a third time to ask where my money was and how to get my order and was given yet another run around. In the end a new order was placed but yet another item was now out of stock. I had to go to the store to pick up the order. I was promised a $25 gift card for my trouble but it was never sent. When I explained the issue to the in store order pick up worker she seemed indifferent. ****************.

  Business Response

  Date: 11/09/2024

  Hello-

  We are sorry for the experience described when reaching out to our ************* and the order that did not process properly.We have attempted to call leaving a voicemail and have also sent an email. We have removed the pre-authorization from the order which should have allowed the funds to return within 3-5 business days from October 30th back to both forms of payment. We issued a $75 eGift card to your email as an invite to shop again. If you need additional support please call us at ************, Monday through Saturday, 10:00AM to 8:00PM EST. Reference case 12758429.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:11/01/2024

  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.

  As I walked in the store there was an add in a section that said 2 DAY SALE ONLY 10panties for 31$. As I approached the cashier I was told this was not accurate as that had ended. The price was not honored even though the store failed to take the sign off if the sale had ended. The cashier was rude about the problem. Very unprofessional. If the sign was there it was a store mistake and it should have been honored.

  Business Response

  Date: 11/05/2024

  Hello-

  We are sorry for the
  experience described around the panty sale being promoted after it had ended, We
  have attempted to call you and left VM as well as emailed. We would love to
  support with honoring the 10/$31 panty sale. We kindly ask that you please call
  us at your earliest convenience at ###-###-#### or ###-###-#### (outside
  the U.S. and Canada) between the hours of 9:30AM and 8:00PM EST or respond to
  email with the best time to reach you. Please reference Case ********.

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

  Thanks,

  *******

• Initial Complaint

  Date:10/25/2024

  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.

  on 10/25/2024 i went to the ******************************* in ********** il ***** store 11 ( **************) to exchange 2 defective bra's. that i purchased. i had a total of 4 bra of the same kind that the underwire broke in the same spot, same cup on the bra. so i took the last two. i got to the counter and SUPERVISOR G( as they called her) was very rude and hostile. i explained i didn't have the receipt but i had the credit cards that were used. she looked at the tag on the bra and threw them at me and said i'm not taking these. just by looking at the tag which had an old date, to be clear i just received an order with a NEW bra that had an old date. i can't control if i'm sent something old with recent prices. i was on the phone with customer service who heard the whole exchange. they never looked me p in the system they never even asked my name. i was racially profiled and was treated like i stole something. i asked several different people in the store for corp info who told me they had other customers to help. while on the phone with customer service i was given case number ******** i want the phone called pulled.

  Business Response

  Date: 10/30/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the return experience you have described in happened in our store. We were able to speak with you on October 29th and have shared with store leadership who will take any necessary actions. We issued a eGift card in the amount of $150 for the 4 bras that were not able to be returned in store so you can replace them. This would have arrived within two hours of speaking with you. Reference case 12646733.
  
  Please let us know if you need additional support.

  Thanks,

  *******

  Customer Answer

  Date: 11/01/2024

  [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,
  
  Lavicieia **********

• Initial Complaint

  Date:10/23/2024

  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 placed an order on VIctoria's Secret website (order number G000645970 and tracking number GE6797585595US-1-308) Despite being marked as delivered on 15th October 2024, I didn't receive it and there was no information on the website of where the package was left/proof of delivery - nothing.After waiting another 2 days and calling the carrier I contacted VS support via the live chat where I was told they are not going to do anything. The associate ended the chat after I told them there was no picture or a signature shown on the tracking website. After 3 more tries and 3 more useless conversations with **** W and ***** C, I filled out a form on their website to contact the support via email. ******* F from customer care told me to wait once again, until 22nd October. Because she contacted me via a noreply email I had no way of responding to her. Hence I called VS customer service on ***************. After being transferred 4 times to the senior specialist and the number not working there was no point in calling and going through different people to get to the same broken phone number for the 5th time.Since I have no way of contacting the support and being disregarded on the live chat option on the website I have no other option but to submit the complaint.I have meticulously kept the record with screenshots of my conversations and interactions as well.

  Business Response

  Date: 10/28/2024

  Hello-

  We are sorry to hear of the experience you are describing regarding your order. We understand you would like to resolve via email however we would ask that for any assistance with your order questions, please contact Eve at ************. Eve is the only one that is able to support with your order. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks,

  *******

   

  Customer Answer

  Date: 11/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22463031
  
  I am rejecting this response because: I have left several voicemail to *** *******. I am yet to receive a response for weeks. I contacted you again via email and asked when will I receive a call, you did not respond, simply said to leave a voicemail. There has been no attempt to contact me or an attempt to solve this issue.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 11/13/2024

  Hello-

  We are sorry that you have not received a response from Eve after reaching out. As previously advised, we wish we were able to assist with claiming your order showing delivered for a refund, we suggest that you reach out to your financial institution for assistance with disputing the charge. Reference case 12616470.

  Thanks,

  *******

• Initial Complaint

  Date:10/15/2024

  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 am a frequent Victorias Secret shopper. I shop pretty much at Victorias Secret at least once a month and Im a little bit frustrated because I had some items that I had to return because they did not work out for me and I did receive a refund for one item, but I didnt receive the refund for the other two items. Order #W127892122 What I found to be very unusual is that I had three items that I returned altogether and what happened was I received a refund for one item but not the other two why would you not process all of the items together considering that they were shipped together makes no sense to me. I contact a customer service and he tried to manually apply the refund, but he wasnt able to because he was having some difficulties with the system. Every time he processed the refund it kept canceling out the order.The representative issued me a $20 gift card for my inconvenience and told me just to wait until the 21st for the refund to post back to my card.The representative told me that he would email me the refund confirmation, which he never did and when I go back to my account, the only thing that I see is the gift card that was placed.This is the order number for the gift card ORDER #M000260853 ORDER #C109723371 IS THE ORDER FOR THE REFUND THAT KEEPS SAYING CANCELLED.The representative did give me a case number for this issue. The case number is as follows. ******** Case number I am owed ***** I want that refund in the same method of payment issued back to my card

  Business Response

  Date: 10/18/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the return experience you have had . We were able to speak with you on October 16th. We issued a eGift card in the amount of $70 for the Bombshell Seduction eDP to use toward a new order. The eGiftcard would have arrived within two hours of speaking with you. Reference case 12538331.
  
  Please let us know if you need additional support.

  Thank you,

  *******

• Initial Complaint

  Date:10/12/2024

  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 returned an order and they never refunded my card. Their website is terrible. It wouldn't let me make a return so the associate online sent me a link to a **** label. I used that label to now make the return. I returned it promptly (within a couple of days). BUt have no tracking number as the sales associate sent it to me through the chat not via ********* they are not refunding me the money and telling me to call ****. How is **** going to track a package without shipping information? VS website is a disaster that does not work and now I am the one stuck with the bill.

  Business Response

  Date: 10/18/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the website, chat, and return experience you described. We were able to connect with you via email on October 14th. We issued a refund in the amount of $64.90 back to your original form of payment.  You can expect to receive your refund in 3-5 business days and can take 1-2 billing cycles to reflect on statement. Reference case 12527720.
  
  Please let us know if you need additional support.

  Thanks,

  *******