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:06/02/2024
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.
Victoria’s Secret is running an ad on Facebook for $35 robes as well as on their website. It states price as marked, but none of the robes are marked $35. When I contacted them they said it’s because you have to buy 2 robes and get one free. This is not stated anywhere on the ad. It is misleading advertising and I wanted to report it.
Business Response
Date: 06/11/2024
Hello-
Thank you for allowing us to support with your inquiry. We are
sorry for any confusion around the $35 robe promotion. After
reviewing the details of the $35 robe, we show that the promotion is for select
styles. The style for the promotion is the Short Cozy Robe. We have
shared your feedback with our marketing team and we appreciate your feedback.
Please let us know if we can support further.
Thanks,
*******
Initial Complaint
Date:06/02/2024
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.
My order was shipped on 04/11, arrived 04/13. The package was scanned at USPS May 8th as being received and then delivered on May 13th. There was no confirmation of receipt and thankfully had saved my tracking number myself. I opened a dispute with my bank on May 31 and on June 1st received the email that the return was processed but it was after 30 days and was given a gift card for $424.34. This does not make sense as the package shipped on April 11 and was already returned and in the mail by May 8th. That is not 30 days and I do not want a gift card. This package also had 2 items from a different order that were returned and packaged with its own order form that I filled out. I never received a separate email about the return of those 2 items and they were not included in the $424.34 amount.
Business Response
Date: 06/08/2024
Hello-
We are sorry that you have not received your refund. We have
attempted to contact you via phone as well email to assist with resolving your
concerns.
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:05/28/2024
Type:Billing 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.
A transaction was made March2024. The credit card statement for 53.38 was paid in full and a check sent on April 5th 2024. On April 26th 2024 we received notification the payment had not been received and a late fee had been added to the account. Assuming the check sent had been lost in transit, we paid the billed amount and the late fee over the phone. We notified the customer service representative we intended to cancel the check since the bill was paid and we did not want any other party to cash the check. We also informed them we were closing our account. On May 28th 2024 we received a statement in the amount of $25.00 with a $2.00 minimum interest charge for a returned check. The check originally written for the $53.38 was finally processed by Victoria Secret on an account that was paid in full and closed. The returned check charge is standard policy and speaking with them made no difference. They insist interest will continue to accrue until the fee is paid.
We have never missed a payment or have been late! We have acted in good faith and this company, especially their customer disservice center refuses to acknowledge they tried to process a payment for a closed account where no money was owed. I will pay the $27.00 because I want them to go away.
Business Response
Date: 05/31/2024
Hello-
Thank you for allowing us to support with your inquiry. We have
forwarded to our partners at Bread Financial to review and contact you
regarding your account to address all concerns. They will be reaching out
to you directly.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 06/10/2024
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

(660) 351-2834 ********* ***** ******** Victorias Secret Jun 10, 2024 12:30 PM
Initial Complaint
Date:05/28/2024
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.
My order is W********* this company was suppose to refund me and hasn't. They state they did but my bank has no information. I have asked for this company to please check further that refund may of failed since my account was closed. They refuse to help me
Business Response
Date: 05/31/2024
Hello-
We are sorry that you have not received your refund. We have
attempted to contact you via phone and received message Voicemail is full as well as sent email to assist with resolving
your concerns.
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 Case ********.
Once we hear back, we would be happy to support you further.
Thanks,
*******
Initial Complaint
Date:05/28/2024
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 brought two orders online one March 21 and the second March 28; I returned the orders April 8 and April 12; due to the state of Georgia having mail issues my package didn’t arrive to their location on May 11, the other return hasn’t showed up yet to them. Both I purchased on their store credit card. They sent me a e-gift card of my refund which isn’t what I wanted I wanted it back on my credit card. When calling them first I was told it was out of the return window to be put back to my card; I explained I could prove when I sent it back and even had a case filed with the post office. However the next customer service rep started a case and said it would be back on my card in two business days for me not to use the gift card. I called but after four days not seeing the return to have a rude lady tell me it’s outside the window and my case was denied she refused to transfer me to a manager when I asked and kept trying to send me to voicemail. And refusing to let me speak to a manager. Overall I’ve been a member with them way over ten years and this is how I’m treated.
Business Response
Date: 05/31/2024
Hello-
We are sorry for the experience described when returning your
items via mail. We have attempted to contact you via phone as well email since
to assist with resolving your concerns.
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 Case ********.
Once we hear back, we would be happy to support you further.
Thanks,
*******
Initial Complaint
Date:05/27/2024
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 4/30/24 bought in store 6 items totaling $71.45 (trans.: 9699), on 5/2/24 we realized the same items were at a discounted price, so returned these products (trans.:0575), for some reason their system was not allowing the refund to go through to the original credit card, was given a potential reason that the credit card was not issued in the US, so they told me they were giving me the refund on a gift card and then using the gift card balance to refund to the credit card (was given a case #********) was told a 7-10 business day process. On May 7th, got an email saying that it will be 10-15 business days from that date. Called Customer service on the original 7-10 business days on 05/17/24, and they said they couldn’t see the refund to a credit card, but they could see the Gift card, I informed them that this is not what the email states, and asked to wait until 5/27 if it didn’t show, I informed that it was a holiday, if that was the case should I call, and told they were still working. Today, 5/27, called and Customer Service is closed, and Still have no refund
Business Response
Date: 05/31/2024
Hello-
We are sorry that
you have not received your refund. We do show that the refund was submitted for
$71.45 on 5/07 with a 10-15 business day timeframe to see refund. We were able
to speak with you on 5/30 and have submitted a Sales Audit that will take 5-7
business days for us to email the details to provide your financial institution.
Thank you for allowing us to support with your inquiry. Reference case ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 06/03/2024
Still waiting for the documentation that shows the Bank transaction, as the credit card company is not showing the refund request on their side
Customer Answer
Date: 06/04/2024
Consumer
Most Recent Message
Date Sent: 6/3/2024 4:05:51 PM
Still waiting for the documentation that shows the Bank transaction, as the credit card company is not showing the refund request on their side
Business Response
Date: 06/05/2024
Thank you for your patience as we work to resolve this matter for you. We're sorry to hear that you have not received your refund.
After further review of your case, it was confirmed that your bank has declined the credit we submitted on 5/7/2024. Since the bank denied the refund, we have updated the request to send you a check in its place.
Please allow 14-21 business days for the check to be received via the verified address we have on file.
Should you have any additional questions or concerns , please let us know.
Regards,
Jayla C
Customer Answer
Date: 06/06/2024
[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.

Regards,

***** ******
Customer Answer
Date: 06/06/2024
[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.

Regards,

***********************
Customer Answer
Date: 07/24/2024

*********************** <************************************;
11:43 AM (32 minutes ago)
to disputeresolution

Hello,

Need to reopen this complaint. It has been over a month, and the supposed check has not arrived.

First, they said they mailed it to a different address (which they verified when the new case was created). Then on Jul 9th, they said they were mailing another one expedited, but as of today 07/24 hasnt arrived yet!

*********************** C.
Customer Answer
Date: 07/29/2024
The check finally arrived today. It was mailed on 07/25.
Business Response
Date: 07/29/2024
Hello-
Thank you for allowing us to support with your inquiry. We are very sorry for the delay in receiving your refund check. I was able to speak with you on July 24th. We have confirmed that your check in the amount of $71.45 was delivered to the correct address today under ***** Shipment ************. Case for reference is 11504352.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 07/31/2024
[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:05/20/2024
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 went to purchase a bra in your Elizabeth, NJ mall location on Sunday pm (5/19). I asked the associate if they would measure me so I can purchase the correct size. They did and told me I was a 48. I was a little surprised and they said that its because of my back and that I have no boobs. Not just one associate, 2 of them. They are hispanic and so am I. Yes, I know I am heavy, but you have to say that? I was shocked that they actually said that. How insulting. Needless to say, I walked out. If your associates treat your customers like that I would say, you are going to lose a lot of customers. I won't be shopping here again. And I will make sure my family and friends hear about my visit to Victoria Secret.

Also, before they took care of me, another customer asked them what the price of an item was, because the tag did not have the price. They were very rude to that customer too. I don't understand, if you don't like your job, than quit, don't take it out on us. We are the ones supporting your job.

Very disappointed!!
Business Response
Date: 05/26/2024
Hello-
We are sorry for the experience described when visiting our Jersey
Gardens VS. We have attempted to contact you via phone as well email since to
assist with resolving your concerns.
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. The phone number provided
goes directly to the correct department so you would not need to ask to be
transferred. Please reference Case ********.
Once we hear back, we would be happy to support you further.
Thanks,
*******
Initial Complaint
Date:05/16/2024
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.
Item in question was ordered in store on 4/8/24 (order **********) and delivered to me approx 4/11/24. Item with tax was $31.35 and was charged to my ******* *** card. I returned the item to the store on 4/17/24 as I didn't like it but was told the refund would have to be via a gift card. When I questi***d why not to the original form of payment as this made no sense, sales clerk called Vic Sec Customer Svc and was told this is how it's d*** but I could contact them directly after approx 10-15 days to request they void the gift card and refund ******* *** and was given case #********. I called Cus Svc 5/1/24 to request this action, was told by the rep the case number didn't exist so explained again what I needed to be d***, was told allow 3-5 bus days to allow the credit on my card and void the gift card. Called again 5/8/24 as no credit received, again told would be taken care of and credit should appear in 7-10 bus days. On 5/10/24 received a check in the mail from VS for $31.35 to my address but made out to some*** I don't even know (******* *****), so called Cus Svc again and was assured 1) they would take care of this, 2) I should void the check, and 3) credit will appear no later than 5/14/24. As of today still not credited. I also filed a claim with ******* ***. I want this credited to my card as promised.
Business Response
Date: 05/20/2024
Hello-
We are sorry for the
experience you have described related to your store return. Thank you for
allowing us to support with your inquiry. We were able speak with you on May 17th.
We have issued a check in the amount of $32.70 that will be mailed out on 5/23 and
can be expected within 7-10 business days. We have also issued a $50 eGift
card for you as a token of appreciation for being a valued customer. Case
number to reference ********.
Please let us know if
we can support further.
Thanks,
*******
Customer Answer
Date: 05/21/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:05/14/2024
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.
I was pre approved for the Victoria Secret ****** card in store. Went through the whole process of applying and was approved. My card arrived in the mail, no Victoria secret ****** card just the plain store card. I’ve read this happened to a few ppl. This is but poor business practice based off lies. You ran my credit and gave me a hard inquiry for a card I would have never applied for without the ********** logo. I don’t do store cards where I’m limited to one place to shop. This is terrible bait and switch and should be looked into. I don’t want the hard inquiry on my credit for this card.
Business Response
Date: 05/16/2024
Hello-
Thank you for allowing us to support with your inquiry. We did
attempt to call with Voicemail being full and also sent an email. We forwarded
your inquiry to our partners at Bread Financial to review. They have shared
they will be reaching out to support you with your concerns.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 05/24/2024
[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: I did not receive any calls, or voicemails. My voicemail box is not full.

Regards,

******* *****
Business Response
Date: 05/31/2024
Hello-
We are sorry that you have not heard anything from Bread Financial. They confirmed that their investigation was completed and have sent a letter to you on 5/23 with details. Thank you for allowing us to support with your inquiry.
Please let us know if we can support further.
Thanks,
*******
Initial Complaint
Date:05/13/2024
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 an order and made a mistake so i tried to cancel it 30 minutes after placing the order and their live chat bot is not working at all even though it should be
Business Response
Date: 05/14/2024
Hello-
We are sorry that your order was not able to be canceled when chatting
in. We have attempted to call leaving 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,
*******

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Victoria's Secret is NOT a BBB Accredited Business.