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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:07/21/2024

      Type:Service or Repair 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.
      Dear Better Business Bureau,

      I am writing to file a complaint against Victoria's Secret regarding a recent issue I have experienced with their customer service and handling of my order around June 2023 to September 2023. I placed an order with Victoria's Secret using a gift card as payment during there semi annual sale. Unfortunately, I never received the order despite placing it three times.

      After contacting customer service multiple times, I was informed that there was nothing they could do as it was past the 60-day policy for refunds. I wasn't looking for a refund. I was wanting to know why the money I used to make the purchase wasn't put back on my gift card if there was an issue with shipping and my order was returned. I had made several attempts to resolve the issue before the 60-day period elapsed, and nothing was done to rectify the situation.

      Furthermore, I am extremely disappointed to learn when my order was returned the money from the gift card was never refunded to my card. It is unacceptable for Victoria's Secret to keep the funds from the gift card when I did not receive the items I paid for.

      I believe that Victoria's Secret has failed to provide adequate customer service and has mishandled my order and payment. I would love for the company to please place my order and send it to the closest Victorias Secret store so I can pick it up or to refund the money from the gift card. As much as I would love compensation for the inconvenience and frustration I have experienced I would really just like my items that I originally ordered. I love shopping here and even have stock in the company. I'm disappointed that this happened and how customer service handled things each time I called.

      I hope that the Better Business Bureau can assist me in resolving this matter. Thank you for your attention to this complaint.

      Sincerely,
      ***** *

      Customer Answer

      Date: 07/24/2024

      I've attached my past order history. The last three orders are the same order each one being returned without being reimbursed on my gift card. 

       

      September 6, 2023 is the last order returned. 

      I apologize the first order attempt was the end of July 2023. They tried to resend it Aug. 2023 and they finally resend was Sept. 6, 2023. I apologize for the confusion it does fall within the year time frame. 

      Customer Answer

      Date: 07/24/2024

      Screenshots of past orders that I never received.

      Business Response

      Date: 07/29/2024

      Hello-

      We are sorry about the experience you have had with your order. We have attempted to call with no option to leave a voicemail and have also sent
      an email. We kindly ask you
      to please call us at ###-###-####, Monday through Saturday, 10:00AM to 8:00PM EST. Reference case ********.

      Once we receive a call
      back or response via email when best day and time to call is, we would be happy
      to support you further.

      Thanks,

      *******

      Customer Answer

      Date: 07/30/2024

      [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.

       

      My issue has been resolved. Thank you for making things right! I have nothing but amazing things to say about Victoria Secret and everyone who works there! 



      Regards,



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

    • Initial Complaint

      Date:07/08/2024

      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 placed an order in June see photo below it was expected to arrive July 1 never got it talked to customer service and they assured me it was out and would be here the 3rd it hasn't arrived it's the 8th I'm starting to feel like I've been scammed because I had my card charged 40! I demand my money back because I've waited too long!

      Customer Answer

      Date: 07/09/2024

      In reference to complaint ********.. I went to Victoria's Secret.com and ordered two bras.  I payed 40 though ****** and that had my link to it.  I do not know the address cause I physically wasn't in the store but Victoria's secret.com was the website.  I have already attached a receipt for you to view they still have not sent me my stuff and I need a refund 

      Business Response

      Date: 07/19/2024

      Hello-

      We are sorry that your order did not ship out properly due to a technical issue.
      We have attempted to reach you via phone as well as email.

      We are in the process of canceling the order and the pending
      pre-authorization will fall off in 3-5 business days. We are sorry for any inconvenience
      this may have caused.  We have also
      issued a $15 eGift card as invitation to shop again with us in the future that
      was emailed on July 7th.

      If you would like additional information or need further support, please 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. Please reference Case ********.

      Thanks,
      *******

    • Initial Complaint

      Date:06/24/2024

      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.
      So I was having issues with placing an order online for a 30% coupon I was recently given in your store. One item must be full price to use it which I had and I added underwear to my order on sale. Since there was an issue with placing the order I contacted a chat agent. I spoke to a chat agent that was able to attach the 30% code which I gave the chat agent and he asked if I had another coupon which I stated yes a birthday coupon. He attached both savings to my items in the cart, He first gave an uncertain total of $16.94 then when I told him that I wanted to know for certain he told me yes my total will be $16.94. After he placed the order he then told me $39.94 I told him that is not what he told me. I immediately told him to cancel the order and I would be escalating this chat. I have pictures of this whole chat as proof.

      Business Response

      Date: 06/26/2024

      Hello-

      We are sorry for the experience
      described regarding your interaction via chat to our Customer Care Team and placing
      an order. Thank you for allowing us to support with your inquiry. We were able
      to speak with you on June 26th and placed an order honoring your offer with free expediated shipping that
      will arrive by 6/27. Reference case ******** and order C*********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 06/30/2024

      [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:06/22/2024

      Type:Product 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 placed an online order with Victoria secret total 51.30. My credit card was charged 59.86.p for this order. I attempted to contact customer service at Victoria secret in regards to this discrepancy/fraud and they just told me to file a credit card dispute and they couldn’t assist me in resolving this discrepancy or do anything else for me. I would like a refund for $8.56 but apparently this is too much for them. And the referred to me as “*****” in the Customer service chat so it seems they aren’t even competent enough to know my name

      Business Response

      Date: 07/12/2024

      We're happy to help you with your recent order. 

      We have attempted to reach you directly, and have not yet received a response. Please contact our Customer Care team directly or respond to the sent email so we may support further.

       

    • Initial Complaint

      Date:06/20/2024

      Type:Billing 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 am not liable for this debt with Victoria Secret. I do not have a contract with CB/VicScrt, they did not provide me with the original contract as I requested.

      Business Response

      Date: 06/24/2024

      Hello-

      We are sorry to hear of the experience described. We have
      attempted to reach via phone as well as email.

      In order to fully address your concerns, we kindly ask that you
      please call us at your earliest convenience 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,
      *******

    • Initial Complaint

      Date:06/15/2024

      Type:Billing 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.
      Victoria Secret told me to file a credit card dispute for an unrecognized charge on my credit card account on December 10, 2023 for $37.10. I followed Victoria Secret's guidance and I filed a dispute with my credit card. My dispute was denied because Victoria Secret denied it when my Bank and Visa contacted them to validate my credit card dispute of the charge on my card from December 10, 2023 for $37.10. I am disappointed with Victoria Secret for not honoring their own guidance to me. I think there should be some resolution extended by Victoria Secret to me because I cannot file another credit card dispute claiming Victoria Secret is not honoring their own guidance to me.

      Business Response

      Date: 06/20/2024

      Hello-

      We are sorry to hear of the experience described around your credit
      card dispute being denied. We have attempted to reach via phone as well as email.

      In order to fully address your concerns, we kindly ask that you
      please call us at your earliest convenience 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,
      *******

    • Initial Complaint

      Date:06/13/2024

      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 want to first preface this complaint by advising that I have been a loyal VS customer for 25 yrs, and I have always received exceptional service. I currently reside in the UK, however, I wanted to place orders for my mother and sister who reside in the States.On 6/13 I visited the VS site and added items to my cart. As I mentioned as I have been a loyal customer, I always remember receiving gift boxes when purchasing robes or pjs. Before placing the order I wanted to know if gift boxes were available? As I live in the UK it is very expensive for me to call to the U.S. As such, I decided to start an online chat to have my questioned answered. I started the chat at 11:30p.m. UK time. A rep by the name of ***** answered the chat. My question was very clear "Hello, please advise when placing orders, am I able to request gift boxes?" This basic question led to a 20 min exchange. I would like you to read the chat and see how ***** for 20 mins wasted my time, gave basic answers, and when asking her to elaborate she refused to. It was like pulling teeth, she kept responding with answers like "simple gift wrap" After 20 mins of this, I ultimately had to call in to VS CS. When I called in the first time, I was on hold for a bit, and being cognisant of the expense for the call, I disconnected the call, and called to the VS store in Chesterfield, VA. The rep advised that the location did not have gift boxes. I then called back to VS CS, and requested to speak with a manager as I wanted to file a complaint about *****. The rep Xavier was very helpful, and explained that, he would have to take my complaint over the phone, but he could not guarantee a follow up. I explained that I lived abroad, so I did not have number I could be reached on, so I would submit a complaint via the BBB This was absolutely unacceptable, I had to incur an expense calling in internationally just to ask a question which should have been properly answered via chat. This is extremely disappointing

      Business Response

      Date: 06/18/2024

      Hello-

      We are sorry for the experience regarding
      your interaction via chat with our Customer Care Team and not receiving the
      answers to your gift wrap questions. We have sent an email sharing the details
      of our gift wrap services, extending an offer to remove any gift wrap services, and
      standard shipping you may have when placing a domestic order. You are welcome
      to just respond to the email to avoid long distance cost with details requested and we are happy to take
      care of this for you. Reference case 11628898.

      Please let us know if you do place an order so we can support
      further.

      Thanks,

      *******

      Customer Answer

      Date: 06/20/2024

      [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 items which I wanted to purchase for gifts, some are no longer available. Moreover, the offer to provide the free gift wrapping at no charge does not make up for the expenses incurred via International phone calls to one of the VS stores as well to customer service. Online shopping should be easy and hassle free, however, my shopping journey was negatively impacted due to one of your employees who is tasked to provide customer support, providing substandard service which resulted in me not placing my order for gifts. 




      Regards,



      ****** ****

    • Initial Complaint

      Date:06/13/2024

      Type:Product 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 had returned an online order in store, instead of a refund the store associate sent this back to the VS warehouse and gave me a receipt with the tracking number. It has been a month now since this was delivered back to them. When I call I am being told to call a specific number and leave a message, someone will call me back. It’s been a month now and I left over 20 voicemails and no one ***r answers or returns my calls. This has been going on for too long and I want this resolved ASAP.

      Business Response

      Date: 06/13/2024

      Hello-

      We were able to speak with you on June 13 and was able to
      forward you to the proper department to leave Voicemail for support with your
      order questions.

      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: 06/13/2024

      Hello-

      We were able to speak with you on June 13 and was able to
      forward you to the proper department to leave Voicemail for support with your
      order questions.

      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,

      *******

    • Initial Complaint

      Date:06/07/2024

      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.

      Hi good ***ning today I’m going to say my issue I’ve been experiencing since I got my order on TUESDAY, MARCH 5 ,2024 ,when I received my package the whole order was sent wrong ,basically I received somones order, I contacted right away Victoria secret and they told to to send a picture of what I received so I did ,and then they told me they will issue me the refund but I have to return the items I received first ,so I did return the items next day in the morning by **** Tracking Number:
      ******************00382612
      Your item was delivered by an agent to a merchant at 1:00 pm on March 11, 2024 in ************* ** *****., I’ve contacted Victoria secret ***ry single day maybe like 10-15 times a day and they always tell me I need to talk to another department to issue my refund,***ry time they transfer me there no one answers and I leave voicemail and no one has called me back and it’s been 3 months already and I haven’t received my refund yet

      Order #********** Order Date Mar. 4, 2024 Total $508.99 Order Type Internet Order 4 items in this order, 1 pair of shoes And 2 sweaters and one slip dress all these items Returned Returned tracking number is By ****: Tracking Number: ****************** ******** I’ve returned all the items due to Not liking how they fit and ,I shipped back March 11,2024 and it was delivered Your item was delivered by an agent to a merchant at 1:00 pm on March 15, 2024 in ************* ** *****., been calling them ***ry single day but always I get transferred to a phone number who doesn’t respond and it goes to voicemail,and no one is hasn’t helped me out in this ,I need my refund as soon as possible,and I’m so disappointed with them as a company, I will n***r purchase anything anymore to them

      Business Response

      Date: 06/11/2024

      Hello-

      We were able to speak with you on June 10th and was able to
      forward you to the proper department to leave Voicemail for support with your
      order questions.

      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: 06/11/2024

      [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: 



      Regards,



      ****** *****

    • Initial Complaint

      Date:06/02/2024

      Type:Sales and Advertising 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 advertising robes for $35 and in the page they are regular price.

      Business Response

      Date: 06/08/2024

      Hello-

      We are sorry to hear of the concerns around the $35 Robe promotion
      and a selection showing as full price. We have attempted to reach via phone,
      finding voicemail is full, as well as email.

      In order to fully address your concerns, we kindly ask that you
      please call us at your earliest convenience 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,
      *******

    Victoria's Secret is NOT a BBB Accredited Business.

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