Business Profile

Lingerie

Victoria's Secret

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:10/09/2024
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.
On September 26, I place an order with Victoria's Secret (order #**********), I used my Victoria Secret's credit card and I was charged $102.45 for 3 items for this order; On September 27, the carrier ********* emailed me the items were damaged during transit and could not be delivered. On September 27, I also received an email from Victoria’s Secret customer service told me that this package is damaged and cannot be delivered and will be sent back to sender and they will be issuing me a refund. I replied to Victoria's Customer Service's email on September 27 asked where is my refund, my email was returned undelivered. As of today, I still haven't received the refund, and I did not receive the merchandise.
Business Response
Date: 10/12/2024
Hello-
Thank you for allowing us to support with your inquiry. We are
sorry for the experience related to your order being damaged then returned and
not receiving an email or refund issued. We have shared your feedback with the appropriate team.
We were able to speak with you on October 9th and issued a refund in
amount of $102.45. 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 ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 10/14/2024
[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. I hope the company will have someone to read and reply customer’s emails, so there is no need for customer to complain to BBB for situation like this.

Regards,

***** **
Initial Complaint
Date:10/09/2024
Type:Order 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.
Paid for overnight shipping didnt honor it. When asking about it radio silence.
Business Response
Date: 10/12/2024
Hello-
We are sorry that you did not receive your package by the expected delivery date. We have attempted to reach you via phone several times as well as sent an email.
Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to the email we have sent with a good time to call you. Please reference current Case 12492968.
Once we hear back, we would be happy to support you further.
Thanks,
*******
Initial Complaint
Date:10/08/2024
Type:Sales and Advertising 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.
Hello, I received several rewards in which I tried to use yesterday and 3 of them are coming up as being used already. They are new in the mail and email, I've never used them at all. This is so humiliating when I go to check and they tell me it's already used. It's happened several times to the point where I throw them away. You guys need to put scratch off to cover the offer number. It's quite obvious that the issue is at the post office where the code is taken. Please only email them to me if you can send another way or stop sending and close my account. This is very embarrassing as it looks as if I am being deceitful.
Business Response
Date: 10/12/2024
Hello-
Thank you for allowing us to support with your inquiry. We are
sorry for the experience related to your rewards showing used, and have shared
your feedback with the appropriate team. We were able to speak with you on October
8th and have promised to honor those rewards with free shipping on a
future order. Reference case ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 10/12/2024
[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.

Regards,

******** *****
Initial Complaint
Date:10/04/2024
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 attempted to make a on line purchase at *************************************************************. A small purchase for ***** I entered my debit card number submitted it and it said unable to process card. I attempted it again with another card same. Unable to process. My order never went thru the items remains in my cart. I checked both my banks and money was debited. I called ******** customer service they assured me that I was not charged because there is no order number. I explained I was charged twice one from each account but my order never went thru that is why there is no order number. The customer service *** told me that I did have ********************************************* placing the order. I did not want to order again and more money is gone. I wanted a refund to both accounts which they could not provide. They said the charge would drop off probably and if not I could dispute it from my bank. I asked for a confirmation number that we spoke He could not provide one. I asked for supervision. I got a voice mail box. I had this problem in the past with no resolution,that was using a giftcard. I assume its just another loss for me. I should have known better. I will never use ******** ************************** to place order. Shameful
Business Response
Date: 10/09/2024
Hello-
Thank you for allowing us to support with your inquiry. We are sorry to hear that due to a technical error, your order did not successfully place and for any inconvenience this may have caused. We were able to speak with you on today, October 9th. We would not charge for items until they actually ship out and only pre-authorize the amount until this time. Since the order was not placed, it can take 3 to 5 business days from the date of the attempted order for the preauthorizations to fall off and funds return. If you are noticing that it is taking longer, you will want to reach out to your bank to inquire the timeframe for the preauthorization to drop. Reference case 12458031.
Please let us know if we can support further.
Thanks,
*******
Initial Complaint
Date:10/02/2024
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 bought a bra from Victoria's secret and the zipper mechanism failed and had a defect. I requested an exchange/new item of same to replace the defective item. However, because the tag was no longer on the item, they said there was nothing they could do for me. According to their website, "Victoria’s Secret & Co. is committed to only providing safe, high-quality products to our customers." Apparently it doesn't matter if their "high quality products" fail and are not interested in basic customer service. All I wanted was a function product which I spent my hard earned money on and a single basic extension of courtesy to replace said item.
Business Response
Date: 10/04/2024
Hello-
Thank you for allowing us to
support with your inquiry. We are sorry for the experience described regarding
your bra arriving defective as well as your attempt to exchange. We were able
to speak with you on October 2nd. We resent a replacement that will arrive on
or before October 10th. Order number to reference is **********.

Please let us know if you need additional
support.
Thanks,
*******
Initial Complaint
Date:09/25/2024
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 am extremely disappointed with my recent experience with Victoria’s Secret. I had several coupons for $20 off $50 and a free mist with purchase, but every time I attempted to use them, my orders wouldn’t go through. I chatted with customer support, and the agent assisted me with placing the orders, taking my card information and everything. However, I never received an order confirmation.

As a result, I am now out two of my $20 off $50 coupons and two free mist coupons. I’m left wondering why the agent took my payment information if they didn’t process the order. Now, my coupons have expired, and the agent offered me $35 for the inconvenience, but I didn’t even receive that!

I am upset because I really wanted to use these coupons as I usually shop a lot to collect and use them. Not only am I out my coupons, but I also gave my card information to a stranger, and it didn’t get processed. To make matters worse, I didn’t get my $35 gift card to make up for this.

I am now requesting an additional $15 gift card to compensate for this, as it has been weeks and has cost me a significant amount of time trying to resolve the issue.
Business Response
Date: 09/29/2024
Hello-
Thank you for allowing us to
support with your inquiry. We are sorry for the experience described. We were
able to speak with you on September 26th. We issued a $50 eGift card
that would have arrived within two hours of speaking with you referencing ********** for your expired offers as an invitation to shop again with us.

Please let us know if we can support further.
Thanks,
*******
Initial Complaint
Date:09/24/2024
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 placed an order on September 23, 2024. My credit card was approved and all was well. I received a "your items have all been canceled email" a few hours later. No explanation. After calling Customer Service 3 times and being transferred to ***, I still have no idea what happened. I replaced my order two more time in which my credit card was once again approved (I used a different card this time) and although the charges were approved, Victoria Secret did not let the order go through. Once again, I was transferred to the elusive *** who has yet to return my call. Four calls later and and a hour and a half of my life wasted on this company. I shopped with Victoria Secrets back in the late 1980's and what a an absolute decline of customer service which of course, is outsourced. In the meanwhile, I have over $1400 on 3 credit cards pending while this company is just to busy to address.
Business Response
Date: 09/29/2024
Hello-
Thank you for allowing us to support with your
inquiry. We are sorry that the order placed with us on September 23rd,
2024 was cancelled, the experience you have described, and for any inconvenience this may have caused.

Please call ###-###-#### or ###-###-####
(outside U.S. and Canada) between the hours of 10:00AM to 8:00PM EST, Monday
through Friday, and 10:00AM to 6:30PM EST Saturday and Sunday. Please
reference order W*********, and we will be happy to assist you further.
Thanks,
*******
Customer Answer
Date: 09/30/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:

Victoria Secret sent an automated response directing to call customer service (which I did 5 times previously) Customer Service forwarded my call to *** (Eva ?) who after a week, has yet to return any of my 4 calls made to her. What an absolute disgrace and waste of my time. Why would anyone want to continue to do business with this company ?

Regards,

****** ******
Initial Complaint
Date:09/09/2024
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 purchased 5 items from Victoria's Secret online for $385.17 on July 19, 2024, and received them on July 25. I bought them online because my size isnt available in local stores, as I was informed during a shopping trip in mid-July. I was told I could return the items in-store. However, on August 29, 2024, when I attempted to return them at my local *************** store, I was informed that the return policy had changed, and in-store returns were no longer possible.I contacted customer care, who confirmed the policy change and promised to send a return label within hours. When I didnt receive it, I called back and was told it might take up to 24 hours. By August 30, after spending over 75 minutes on the phone, I was advised to use the website to print a return label and drop off the package at the store to avoid return fees. I followed this advice but faced further issues when I visited the store on September 5. The manager informed me that internal return procedures were suspended and provided a ***** number to arrange a return with waived fees. However, this also resulted in incorrect information.Ultimately, I had to ship the package via Canada Post at a cost of $25.91 to ensure I met the return deadline. I am seeking a full refund of $385.17 plus the $25.91 shipping cost, totaling $411.08.
Business Response
Date: 09/13/2024
Hello-
Thank you for allowing us to support your inquiry. We are sorry to hear of the experience regarding your return and return label. We were able to speak with you on September 11th and issued a check for the amount of $25.91 CAD for the return postal. You can expect this to arrive within ***** business days. Reference case 12240496.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 09/15/2024
[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:09/09/2024
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.
The makeup and other products from this company HAS NON EXPIRATIION DATE SO THERE IS NO WAY TO KNOW WHWN TO STOP USING THEM. I have opened and unopened products, some.purchased, some gifted others promotional.as they are my favorite brand to use. I have used their online forms and.no response so far. It is incumbent that companies stand by their products and notnshaft customers. I would.like to find out the manufacture, best date of use from the.company. Thisnisnitems.used on face near or on eyes and lips. Very important.to have such dates and for company to be responsible and supply or.provide if asked.
Business Response
Date: 09/11/2024
Hello-
Thank you for allowing us to support with your inquiry. We have sent
an email with the information requested around the expiration dates for our
beauty products. Reference case ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 09/18/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: I am not a technician or logistical in the industry and ask for expiration dates on the products in the pictures l provided. I am 7 and should not have to try to really analyze and figure out stuff l do not understand. Thanks.

Regards,

******* ******
Business Response
Date: 09/20/2024
Hello-
We are very sorry if our previous response did not answer your
concerns. You indicated photos were attached but we did not receive the photos. We have attempted to call as well as sent another email.
Feel free to give us a call at ###-###-#### between the hours of 9:30AM and
8:00PM EST, Monday- Saturday or respond to the email we have sent with photos and
we would be happy to assist with determining the expiration dates of the products
you are inquiring about. Please reference current case ********.
Once we hear back, we would be happy to support you further.
Thanks,
*******
Customer Answer
Date: 09/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: the business keeps saying they sent email. Can they attach it here along with when they left messages as l have none.

Regards,

******* ******
Business Response
Date: 09/29/2024
Hello-
We are sorry that you have not received the emails previously sent. Here is
additional information regarding the shelf life of beauty products that we hope
will be helpful:

The born-on date (manufacture date) can be determined by the Batch
Code which is a combination of number and letters that are either stamped into
the bottom of the product or crimped into the top seam of the product.

For products made in 2010 and beyond, the 1st digit will be the
year. The next 3 digits are the day in the year. Example: If a product was made
1.25.12 then the batch will be 2025xxxx; 2 represents the year 2012, 025
represents the product was produced on the 25th day in the year (January 25th).

Smaller beauty items have short Batch Codes. For these items there
is usually the last digit of the year, then the batch sequence (up to 2 alpha
numeric), and the vendor code. For example, if the Batch Code read C703, then
the product was made in 2007, the 03 would be the batch sequence and the C
would represent the vendor code. Most beauty items have a shelf life of 2-3
years.
Please feel free to give us a call with the codes you have at ###-###-#### between
the hours of 9:30AM and 8:00PM EST, Monday- Saturday and we would be happy to help determine the expiration date. Reference current case ********.
Thanks,
*******
Customer Answer
Date: 09/30/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: I have provided copies of the products to the company via email and someone from their customers service department and asked that they replace the items. Regardless of expiration dates which l never had the products went bad within a short period of time which could not have been the shelf life. I am still trying to find out w who regulates this industry to also provide the same pictures. These companies bear some responsibility to ensure if there is ANY issue with their retail end products, they stand by the product and at least provide a replacement. I do not want to learn how to read the numbers or get generalized information. I want thw products to be replaced please. Thanks.

Regards,

******* ******
Business Response
Date: 10/03/2024
Hello-
Thank you for allowing us to support with your inquiry. We were
able to connect with you via email yesterday and extended a $100 eGift card to
use to replace the products that you have. The eGift card would have arrived
two hours after being issued. Reference case ********.
Please let us know if we can support further.
Thanks,
*******
Initial Complaint
Date:09/06/2024
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 am writing to follow up on an unresolved issue regarding a $35 e-gift card that was promised to me due to a prior inconvenience. While attempting to place an order, I encountered difficulties, and the agent assisting me was unable to resolve the issue. As compensation, I was promised a $35 gift card for the trouble, which I still have not received.

I reached out to customer service again, providing a screenshot of the promise made to me, but no one has been willing to send the gift card as originally agreed. I’ve been trying to get this resolved for several days now, and this situation has become increasingly frustrating.

I kindly request that the $35 e-gift card be sent to me as promised, along with an additional $15 to compensate for my time and the inconvenience caused by having to follow up repeatedly.
Business Response
Date: 09/09/2024
Hello-
We are sorry that you did not receive the $35 eGift card that was
extended. We have attempted to reach you via phone but understand you prefer to
discuss via email. We have also email that requested additional information for
verification purposes.
Please free to give us a call at ###-###-#### between
the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to the email we
have sent. Please reference current Case ********.
Once we hear back, we would be happy to support you further.
Thanks,
*******
Customer Answer
Date: 09/17/2024
[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,

***** *****

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Victoria's Secret is NOT a BBB Accredited Business.