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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

    • 423 total complaints in the last 3 years.
    • 162 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:05/10/2024

      Type:Product 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.
      On April 3, 2024 I had returned 13 items to Victoria’s Secret in the liberty towne center in Cincinnati, Ohio. I had no receipt and I explained to the cashier that I could not locate the receipt to the items and I would be ok with store credit. She proceeded to tell me that since they were from an online order that it would have to be returned back to their warehouse. I was fine with that procedure and was told that once they received the items that I should receive store credit and get it through the email I provided. I had called their customer service on 3 separate occasions because I still had not heard anything or seen anything in my email about my return and it has been well over a month. I have the receipt along with the tracking number. When I had called customer service for the third time the girl told me that the warehouse had received my return on April 22,2024 and starting from that date that it would take another 7 to 14 days to process the return. I have been given the run around on how long this simple return should take and to be credited just a store credit. The transaction# is ********************
      The shipment tracking# is **************************
      I have never dealt with a return that took this long to take care of and if this is how the company treats their customers and if they think that they’re going to get away with keeping what I sent back and try to resell it then I definitely will not be shopping here anymore and would honestly would want the items back at this point. I will take further action if needed

      Business Response

      Date: 05/14/2024

      Hello-

      Thank you for allowing us to support with your
      inquiry. We apologize for the delay in refunding your online return. We were
      able to speak with you on May 11th and issued a $75 eGift card for
      the 13 panties that were returned via mail. The eGift card should have arrived
      within 2 hours of being issued. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 05/14/2024

      [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.



      Regards,



      Shannon Stokes

    • Initial Complaint

      Date:04/26/2024

      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.
      i was on victorias secrets websit and i saw they had a 2 for 2 special going on where you buy 2 you get 2 free but when i called them i was unable to get the deal and the representatitive told me she was not able to honor the deal

      Business Response

      Date: 05/06/2024

      Hello-

      Thank you for allowing us to support with your
      inquiry. We were able to speak with you on May 3rd and placed an
      order with you honoring the Buy Two Get Two Promotion however it does appear
      the payment was not added when we sent the Pay By Link. You are welcome to call
      us back at 866-583-5465, Monday through Saturday, 10:00AM to 8:00PM EST and we can honor the
      pricing with promotion on phone exchange order. Reference case 11286775.

      Please let us know if we can support further and place a new order.

      Thanks,

      *******

    • Initial Complaint

      Date:04/20/2024

      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.
      Date of transaction April 13 2024
      Victoria secret online
      Purchase amount 108.85

      I made a purchase with VS online, and my order processed they took my money from my bank, then 2 mins later they canceled my order, and I have yet to get my money returned. I have contacted them several times and I mean by several everyday since April 13th, and today on the 20th which would be 8 days that my money hasnt been returned, I called get again and they put me hold so I waited and waited for a hour then just to hear I have to call back on Monday, why? What is the problem with returning my money for something they canceled....... very very rude horrible run around in circles with no reasolutuin

      Business Response

      Date: 04/26/2024

      Hello-

      We are sorry for the experience described around not receiving
      assistance when calling into our Customer Care Team. We have attempted to call with
      no option to leave 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. Your case number to
      provide when you call  is ********.

      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: 04/29/2024

      They were not caring thoughtful apologetic and I still never got my 108.85 back, never again


      Business Response

      Date: 05/02/2024

      Hello-

      We are sorry that you have not
      seen the pending pre-authorization release from your account. We can confirm
      that there was never a charge since order canceled and never shipped. We would
      suggest that you reach out to your financial institution to inquire around the
      time frame that they would have for releasing your funds.

      We did attempt to call again with
      no option to leave Voicemail and have also sent another email.  If you have
      any additional questions, please call us at ###-###-####, Monday through
      Saturday, 10:00AM to 8:00PM EST. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 05/02/2024

      This company thinks because they have so much money they can treat lil Ole me like this and it's crap so,  how about send my package since you have my money, to *** **** **** in ******** *** ** *****, how about just do that for me and then I'll be happy



    • Initial Complaint

      Date:04/19/2024

      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.
      Order #**********
      I sent back the item Victoria's Secret
      VS Cotton Tank Top. Never received my refund, tried chatting with someone on their site who asked me for the tracking number even though I used their label. According to them, they cant find the tracking number so I am out of my money.

      Refund me immediately and fix your system so the company can find tracking numbers of labels used!!!

      Business Response

      Date: 04/26/2024

      Hello-

      We are sorry for the experience
      described regarding interaction via chat to our Customer Care Team and not
      receiving your refund for the return. Thank you for allowing us to support with
      your inquiry. We were able to speak with you on April 22nd. Due to being outside our 30 days return time frame to refund to original form of payment, we issued a $15 eGift card for the price of the Cotton Tank Top that would have
      arrived via email same day. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 05/04/2024

      This was not after the 30 day refund. I sent in the tank top 5 days after I received it. I do not want a gift card. I want to be refunded. How can a company this big lie about receiving the item 30 days after, not have a way to track any of the returns used with their own label and then rob me of my refund? This is ridiculous I will not be purchasing from this company again. REFUND ME NOW.


      Business Response

      Date: 05/09/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We
      were able to speak with you on May 7th and have refunded the item
      returned to the original form of payment. You can expect $8.99 to be refunded
      in 3-5 business days and can take 1-2 billing cycles to reflect on statement. Reference
      order **********.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:04/19/2024

      Type:Customer Service 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.
      My Victoria’s Secret rewards account has been compromised and has been used fraudulently and repeatedly, in a state across the country from me.

      I have made many calls to both the local stores where my account was used, as well as to Victoria’s Secret customer service, requesting to cancel my rewards account to prevent further fraud. No VS rep has been able to help me; the account remains open. This is ridiculous and I feel I have no choice but to file a BBB complaint to get this handled.

      Business Response

      Date: 04/23/2024

      Hello-

      We are sorry for the experience described around your Reward
      Account and when calling Customer Care team along with stores. Thank you for allowing us to support with your inquiry. We were able
      to request cancelation of your Reward account on April 19th. We
      followed up and were able to speak with you again today, April 23rd,
      sharing that it can take 5-7 business days to be completed. Reference case
      ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 04/30/2024

      it has been 7 business days since I contacted the business on April 19th, and my rewards account remains open. They have not closed the account. This is unacceptable.

      At this point, I am considering contacting the FTC and my state’s Attorney General, given that Victoria’s Secret is keeping my rewards account open despite being aware it is being used fraudulently in another state.

      Business Response

      Date: 05/09/2024

      Hello-

      We are sorry for
      the extended time it took to cancel your Rewards Account. We have double checked and confirmed
      that the reward account has been closed as well as the VS.com account linked to
      the email provided [email protected]. Thank you for allowing us to support with your inquiry.
      Reference case ********.

      Please let us know if we can support further.

      Thanks,

      Miranda

      Customer Answer

      Date: 05/14/2024

      I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:04/18/2024

      Type:Delivery 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 a order on April 4 2024 my order showing delivered on April 8 2024 well I have not gotten my order reason being my was delivered to the wrong address that’s not my address in the picture where there showing delivered my front door don’t look like that. I contacted vs and first I was told wait and give it a fews and see I did that contact them back am being told or sorry nothing they can do contact the police all kind a crap. Am very upset I would not call back vs there are very over the phone no help I ask to speak with a supervisor I was told no available or there nothing they can do to help me. I would never order online I would go to store if I need anything cause this is bull crap

      Business Response

      Date: 04/22/2024

      Hello-

      We are sorry for the experience described
      regarding your interaction via phone with our Customer Care Team and not receiving
      your package. We have sent an email sharing we did refund the original order in
      the amount of $27.03 going back to your original form of payment and new eGift
      card issued in amount of $188.58 that would have been sent on 4/18 with total being $215.61. The credit
      will take 3-5 business days to be credited back and 1-2 billing cycles to show on statement. Reference order ********** and case ********.

      Please let us know if we can support further.

      Thanks,

      *******

       

    • Initial Complaint

      Date:04/16/2024

      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 was reported to the credit agencies and my credit was negatively affected. I NEVER received the bill. Victoria’s Secret did this within 2 weeks of a late payment.

      Business Response

      Date: 04/17/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience described around not receiving a bill. We have
      forwarded to our partners at ***** Financial to review and contact you
      regarding the late fee and credit report impact. They will be reaching out
      to you directly.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:04/15/2024

      Type:Product 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.
      I purchased items from Victoria Secret on 1/4/24 for 171.21 and returned items on April 9th due to no liking how the items fit. I kept a couple of the items I wore and returned the rest with tags and in packages. Victoria Secret sent me a e-card as a refund. I called Victoria Secret customer service eon 4/15/21 and told them I will not be using the e-card as I did not like how their items fit and not happy with the product. Victoria Secret has refused to do a full refund to the card used on file or even a check. I would like help getting a full refund form vendor since i did not like their items. They want to make me use the e-card to buy items I don't like and won't order.

      Thank you.

      Business Response

      Date: 04/17/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We were
      able to speak with you on April 16th and have issued a check for the
      amount of $171.21 which should arrive within 14-21 business days. Your case
      number for reference is ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 04/17/2024

      I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:04/14/2024

      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 ordered panties from them that totalled around $40. When I called to exchange for another size they charged me another $24 for the exchange which I still don't understand but I was assured that in the end it would all work out since I was returning the smaller size. In the end I returned everything because they just didn't work for me. I spent $67.89 total (for an order worth $40!) and once they received everything back they only refunded me $24! Well that's what the email said. If you check my Victoria Secret credit card balance? I'm still being charged $67.89. This is after countless time on the phone and the chat and being told that I was being refunded and that I wouldn't receive a balance. Keep in mind in the end I kept nothing - NO PRODUCT, and they're expecting $67 from me. Seriously???????

      Business Response

      Date: 04/19/2024

      Hello-

      We are sorry to hear of the experience you are describing with
      your order exchange. Thank you for allowing us to support with your inquiry. We
      were able to speak with you on 4/18. We advised that $7.67 was refunded on 4/14
      along with return of $26.28 on 4/13. The order originally was $41.61 and $7.72
      was previously refunded on 3/25 showing the entire order has been refunded. We also
      refunded $5 from your original order ********** on 4/18. The refunds will take
      3-5 business days to be credited back and can take 1-2 billing cycles to
      reflect on your statement. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

       

    • Initial Complaint

      Date:04/11/2024

      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 paid for next day shipping to have products not available in store to arrive before I went on a trip. I paid for next day arrival 3/24 and my package did not arrive until 3/27 until after I was gone. I received a notification that my package would be late 3/25 and chatted customer service to ask for a refund. I was promised my next day shipping fee refunded to my card. It was never processed. I contacted them again 4/3 after returning to ask for my refund again via chat, and the CSR tried to gaslight me into believing I paid $8 for shipping. I called the customer service line instead and spoke with **** **** who gave me a FAKE refund confirmation number and promise that I would be refunded. It is 4/11 and I am still dealing with the run around.

      Business Response

      Date: 04/16/2024

      Hello-

      Thank you for allowing us to support with your inquiry.  We are sorry to hear about your recent
      experience with late package then calling and chatting with our Customer Care
      Team. We were able to speak with you on April 12th and have refunded your original
      form of payment for your shipping cost, issuing a credit for $18. Refund to
      original form of payment will take 10 to 15 business days for processing, and 1 to 2 billing cycles for
      the credit to show on your statement. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      ******* 

    Victoria's Secret is NOT a BBB Accredited Business.

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