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

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:08/24/2024
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 had an order with ******** Secret that was placed on 3/5/2024, and was supposed to be delivered to be on 03/09/24. There was some mishap with the shipping that happened with the courier that marked the package as being delivered but I never got it. About a week and a half later, after I had already contacted, I received my package, but I had already went and got the items I needed from another store. Because of this, I started a return online for all of the items I had in the shipment through an agent on the chat feature on the ******** secret website.I used the shipping label provided to me and sent the items exactly how I got them, I did not even open the original shipping box. Months later, I still have yet to receive my refund. The shipping company shows that the items were successfully delivered to ******** Secret.I have called ******** Secret about this at least 10 times now. Every single time they redirect me to the claims and mitigations department with ********************* and they never answer the phone. I have left over 5 voice mails explaining my situation and leaving my contact information. I still have yet to receive any compensation for my order and I feel as though this is very wrong because I've done all parts that I've needed to do in the return process.******** Secret is now just ignoring my calls, everytime I try to speak with someone they always send me to ********************* in which I get sent straight to voicemail with no responses even after leaving voicemails. I want my situation to be fixed as this is absurd it has gone to this point, I've sent my items back and I demand that I get my refund.
Business Response
Date: 08/26/2024
Hello-
We are sorry to hear of the experience you are describing. For further assistance with your order questions, please contact *** at ************. We ask that you leave a voicemail message, and your call will be returned in the order it is received.
Thanks,
*******
Customer Answer
Date: 08/26/2024

Complaint: 22112507

I am rejecting this response because:

I have called Eve at that number numerous times over the course of the past 2/3 months. I have called at least 15 times and left at least 5 voicemails. *** has yet to get back to me after months and does not respond to her voicemails. I've left all the contact information for her and explained my situation, and I have yet to get a response form her. This is the entire reason I am making the complaint. *** is not responding, and you guys are continuously telling me to keep calling her when she clearly has no interest in helping me or my case.

Regards,

***********************
Initial Complaint
Date:08/22/2024
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 online on August 6, order W125803302. I paid for the order with 5 Victorias Secret gift cards totaling $75. On August 8, I received an email from Victorias Secret stating that my order had been canceled and that my gift cards I used to pay would be refunded. Upon checking my gift card balances, I found out that the funds had not been returned and they all had a $0 balance. I then called Victorias Secret customer service where an agent stated he would be issuing me 5 new gift cards in the same total amount of $75, and that he would be issuing another $35 gift card as an apology under order M000237618. None of these gift cards have been received to date and my original gift cards have not been refunded. Victorias Secret has essentially stolen $110 from me and provided me with no merchandise. I have attempted to resolve this with them via phone call but my calls have not been returned.
Business Response
Date: 08/26/2024
Hello-
We are sorry to hear of the experience you are describing. For further assistance with your order questions, please contact *** at ************. We ask that you leave a voicemail message, and your call will be returned in the order it is received.
Thanks,
*******
Customer Answer
Date: 08/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22175443

I am rejecting this response because: I have left multiple messages and have not received a response. I want my gift cards reissued.

Regards,

*****************************
Initial Complaint
Date:08/19/2024
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 writing to express my frustration with a recent issue regarding my order. Despite notifying your company that I have not received my order, I have yet to see any resolution. To make matters worse, my credit card balance is currently at $0, and I was informed by a representative that I would be credited for the amount of the order.

Additionally, I have made numerous reports to my credit union about this issue. I will be paying off my balance on Thursday and subsequently closing my account due to this ongoing frustration. This situation, especially given the $150 credit limit, is unacceptable.

Please address this matter urgently and provide a resolution.

Thank you.

Best regards,
Business Response
Date: 08/23/2024
Hello-
We are sorry to hear of the experience you are describing. For
further assistance with your order questions, please contact *** at
###-###-####. We ask that you leave a voicemail message, and your call will be
returned in the order it is received.
Thanks,
*******
Business Response
Date: 08/26/2024
Hello-
The previous response was sent out of error, we are sorry about any confusion. We have attempted to
call you and found the Voicemail is full so we are not able to leave a message
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 U.S. and Canada) between the hours of 9:30AM and
8:00PM EST. Please reference Case ********.
Once we hear back, we
would be happy to support you further.
Thanks,
*******
Customer Answer
Date: 08/26/2024
[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 getting calls from the credit card more than anything is harrasment at this point I still haven’t gotten a response about my missing items

Regards,

******** ******
Initial Complaint
Date:08/17/2024
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 refunded items at store. I was told I will get gift card in email. I reached out to support as wel after sometime and got same response. It has been almost one month. I have not received any refund yet.
Business Response
Date: 08/23/2024
Hello-
Thank you for allowing us to support with your inquiry. We are sorry that you did not previously receive your refunds. We were
able to speak with you on 8/22 and have refunded the items you have returned in
store. The eGift cards for the store returns would have arrived within two hours of speaking with you. The
amounts are $13.79, $42.24, $4.11, and $19.89. Reference case 12093281.
Please let us know if
we can support further.
Thanks,
*******
Initial Complaint
Date:08/15/2024
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 first received horrible service in a local store today. Came home to place an order and then received awful customer service via chat. Your employee via chat literally told me they don’t have access to the VS website and wanted me to do all the digging for them. Who is the employee? Me or them? Then Alyssa your chat employee ended the chat on me! What kind of service is that? Never shopping here again. Was trying to buy presents for my daughter and this is how I am treated! Attached screenshots from the chat as well as proof they ended it.
Business Response
Date: 08/22/2024
Hello-
Thank you for allowing us to support with your inquiry. We are sorry to hear of the experience when going into store and chatting in. We were able to speak with you on August 20th and offered to assist with placing an order to honor the promotions. Since you were at work and did not have time, we extended a $50 eGift card so you could use in place of the promotions when you are able. This would have arrived two hours after being issued. Reference case 12053107.

Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 08/22/2024
[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,

***** *******
Customer Answer
Date: 10/17/2024
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.
Complaint Type:
Service Issues
Problem:
I am super frustrated with a gift purchase. I had order an item in the store and it was mailed to me. The first one I received looked like it had been ran over. There were black streaks all over it. I called customer service and the language barrier was really extreme. He didnt understand me. He guided me to the wrong labels to print for the return and it just wasnt a seamless experience. I finally received the exchange and now this one also has black marks. Not as bad but its there. I honestly didnt even bother calling customer service as the last experience was challenging with the language issues. I am disappointed in the customer service being outsourced. It creates a very frustrating situation for customers. I am wanting to see how we can make this right. This was for my daughter and now twice it hasnt worked out.

Desired Resolution / Outcome
Replacement

Business Response
Date: 10/18/2024
Hello-
We are happy to help support with your inquiry. We are sorry for the experience described when contacting our ************* and the damaged item you have received twice. We have forwarded your feedback to the appropriate teams.
We attempted to reach you on October 17th and left VM. We understand that you were wanting a replacement and have processed. The item is on backorder with an estimated ship date of 10/23/24 on order number C109731972. You are welcome to keep, discard, or donate the items that arrived with marks on them. An email would have arrived within two hours of the replacement being processed. If you need further assistance, we kindly ask that you call our department directly at ************** between the hours of 9:30AM and 8:00PM EST. Please reference Case 12053107.
Please let us know if we can support further.
Thanks,
*******
Initial Complaint
Date:08/15/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a bra that did not fit, using the return label and bag Victorias secret provided. the item hasn't updated since I dropped it off two weeks ago. I notified victorias secret twice and keep being told to wait ******************************************************************* transit, waiting isn't doing anything
Customer Answer
Date: 08/15/2024
Returned bra and was not refunded. Not even look g for the returned package just keep being told wait wait
Business Response
Date: 08/18/2024
Hello-
Thank you for allowing us to support with your inquiry. We were sorry for the experience described when contacting our *************** and not receiving your refund. We were able to speak with you on August 16 and have refunded the item returned to the original form of payment. You can expect $40.36 to be refunded in 3-5 business days and can take 1-2 billing cycles to reflect on statement. We have also issued a $35 eGift card as an invitation to shop with us again in the future as we do value you as a customer.Reference case ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 08/26/2024
i was refunded and also compensated. Thank you
Initial Complaint
Date:08/07/2024
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 online order July 29th 2024. I received my order Aug 1st. There was a missing item. I received half of a two piece set that I ordered. I reached out to VS customer service email. We had back and forth email communications for 4 days. I was asked to provide them with a photo of the packing slip / invoice and missing sku, so they could look into it. I sent all the requested information they required.

I was advised today that they would not send the missing item or provide a partial refund because the shipment was the “expected weight” from origin point to destination point and therefore all items were shipped and they were closing the ticket. The missing item clearly happened at the origin point so the weight would obviously be the same from point A to point B (and in between). Such a ridiculous response and completely out of line to insinuate the customer is a liar.

I can assure you I would not be filing a complaint with the BBB if I were not telling the truth.

I see the item is now out of stock (in ******). They likely wanted to brush me off because they don’t have the item to send a replacement. A partial refund is a VERY reasonable ask, as I received half of what I ordered.

If VS is fraudulently advertising items online, taking people’s money, sending them half of what they ordered and then brushing them off when there is an issue, than we have a much bigger problem.

I expect a reasonable response here as I am being extremely fair in a very difficult situation.

Order number: ********** SKU *************** - I received the bottoms only. The top piece was missing
Business Response
Date: 08/12/2024
Hello-
Thank you for allowing us to support with your inquiry. We are
sorry that you were missing an item from your order. We have issued a refund in
the amount of $82.37 CAD on August 9th. Refund to original form of payment will
take 3 to 5
business days, and 1 to 2 billing cycles for the credit to show on your
statement. Case number to reference is ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 08/12/2024
[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,

******* ******
Customer Answer
Date: 09/05/2024
Good Afternoon,
Victorias Secret never refunded me regarding this issue. (22109911)
They emailed me August 13th and advised I would see the refund within 4-7 business days.
***************************
Business Response
Date: 09/06/2024
******** Secret apologized for the negative experience and issued a credit on August 9th, in the amount of $100.22 USD dollars. The customer should allow up to 30 days to receive. ******** Secret is considering this closed.
Initial Complaint
Date:08/06/2024
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 just did all of that information in the box below. I am not that skilled at using this media. i purchased 4 pairs of the Modal bran Pjs from Victoria Secret. The button holes are too big for the buttons. The piping is wrinkled and shrinking. I wash them in a fabric bag on delicate cycle. I called customer service and for forty five min. I spoke to ******* ****** ***** **** *** ****. Hang ups and referral to their HR department. How do they conduct business.
Business Response
Date: 08/08/2024
Hello,
Thank you for bringing this matter to our attention. We appreciate the opportunity to speak with you directly, to resolve your concern.
As shared via phone, we have issued the mentioned gift card for your Pajama sets. This gift card was sent electronically to be used in store or online at your convenience.
We have also shared your feedback regarding the experience you had with these pajama sets.
We hope this takes care of your concern. Please let us know if we can assist you further.
Sincerely,

*****
Customer Care Supervisor
Initial Complaint
Date:08/04/2024
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 will NEVER shop at the ******* **** ***** located in **** ***** *** I was in there looking at their PINK boxy/PJ shorts that were on sale. And I could NOT find any small or mediums sizes. It was mainly.....large. X-large OR XX LARGE! Is this Victoria's Secret or **** ******? Why do you not have smaller sizes for the average size female? There was ZERO customer service at this location, no one around to help, Sunday at 11:15am and you have NO associates on the floor? When I did find a few things to try on, I pushed the button located near the dressing room and a female with blonde hair and glasses comes and does NOT ask if I need a fitting room. Opens the door and says NOTHING!!! Doesn't ask me if I need anymore sizes or to call out if I need help. AT that moment I just threw the clothing down and walked out. You have RUDE UNPLEASANT associates there and I will not spend my money due to being treated like that. WHY do you have that person working there? She doesn't seem she even wants to be there! Miserable person. At this point I will drive down to ****, ** to do my shopping.
Business Response
Date: 08/08/2024
Hello,
We're sorry to hear about your recent in store shopping experience. In order to properly address your concerns, we must speak with you directly. We kindly ask you to please call us at ###-###-####
We have attempted to contact you via phone and email, without response. Please contact us directly or provide an alternate phone number where we may be able to reach you, to speak with you further.
Thank you for bringing this matter to our attention. We look forward to speaking with you soon.
Sincerely,
*****
Customer Care Supervisor
Business Response
Date: 08/08/2024
Hello,
We're sorry to hear about your recent in store shopping experience. In order to properly address your concerns, we must speak with you directly. We kindly ask you to please call us at ###-###-####
We have attempted to contact you via phone and email, without response. Please contact us directly or provide an alternate phone number where we may be able to reach you, to speak with you further.
Thank you for bringing this matter to our attention. We look forward to speaking with you soon.
Sincerely,
*****
Customer Care Supervisor
Initial Complaint
Date:08/01/2024
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.
Placed a order 1 of the items was advertised as being on promo for $25 however, I ended up being charged full price and when I bought it up to Victoria’s Secret, they failed to rectify the situation. All of that is considered faults advertisement.
Business Response
Date: 08/05/2024
Hello-
Thank you for allowing us to
support with your inquiry. We apologize for any
confusion, there was a period of time our product page and price in check out
did not match. The $99.99 price in checkout was accurate. We were able to adjust your order for a refund
of $53.52 for the Varsity Jacket that will be credited back in 3-5 business
days. Reference case ********.
Let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 08/06/2024
[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.

And they only adjusted it because I wasn’t letting up because even after the complaint they refused and I wasn’t taking no for a answer

Regards,

***** ********
Customer Answer
Date: 04/17/2025
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.
We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.

Added a item to cart, which is supposed to be a part of the 30% off promo and it was showing the promo price however, later in the day when I went to check out, I noticed that item was showing as full price again when I contact customer service, the agent claimed the promo is over when indeed is not its still active and listed on the site

Customer Answer
Date: 04/18/2025
customer service is useless. Contacting me and asking for my personal mailing address for what are you mailing me something Im not giving my personal information
Business Response
Date: 04/21/2025
Hello-
We are sorry to hear of the experience you are describing with our ************* Team and asking to confirm your mailing address. We reached out to support with your promotional inquiry, we would ask for verification of the information we have for security purposes to confirm who we are speaking with the correct customer. If you need further assistance,please feel free to call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday.
Once we hear back, we are happy to support further.
Thanks,
*******
Customer Answer
Date: 04/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22077846

I am rejecting this response because:
customer service is useless asking for all this information when I called before I filed the complaint and you all did nothing about it. Now you want to ask for all this additional information for what? if the problem was solved in the first place this would not be a thing.
Regards,

India ********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Victoria's Secret is NOT a BBB Accredited Business.