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

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.

Initial Complaint

Date:04/09/2024

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 sent back items I ordered from Victoria's Secret, some of which were stretched out as though previously worn. I called them as soon as I received them and realized this was the case. There were also 2 missing items.
I requested and was sent return labels which I printed out and returned on time.
I asked that my original payment method be credited and now I'm being told via emails they did not receive them in time. Therefore they let me know on APRIL 5 that they've issued e-gift cards which is NOT my original payment method. I sent the packages right away after receiving the products, yet do not have control when they are processed by the company. I sent them TWO months ago and am only now hearing from them via EMAIL IN APRIL!!
The gift cards are not acceptable due to THEIR delays, NOT MINE.
I am owed a total of $126.68 TO BE CREDITED TO MY CREDIT/DEBIT CARDS.
What Victoria's Secret has done is improper and I'm being blamed for their delays. The gift cards can't be used except for more poorly made and pre-worn items, which I will not purchase.
Therefore I must receive a refund(s) to the card(s) I used and NOT Victoria's Secret gift cards.
Thank you.

Business Response

Date: 04/12/2024

Hello-

We have attempted to
call you on several occasions as well as email. 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 or respond to email with best number and time to call. Please reference Case ********.

Once we hear back, we
would be happy to support you further.

Thanks,

*******

Customer Answer

Date: 04/16/2024

I heard from the business whereas an employee said she'd call me today, April 16,2024 at 2 p.m. to gain clarity about my complaint. I received no such call. And 1) I am concerned it was not the business who offered contact., 2) I offered to send copies of the emails from Victoria's Secret, but she stated we would talk about it during the call. 3) The person was correct in that I am owed $92.04, and not the amount I originally mentioned in my complaint.. But I need that to be credited to my original payment method still. Victoria's Secret gift cards emailed to me will not be used by me. They are free to cancel them as long as my original payment method is credited. It is troubling that no one called me to discuss this.

I apologize that I added up the credits wrongly in my original complaint. I obtained the amounts from the return acceptance of returns email notifications from the company.

Since I did not receive the planned phone call today, and was not followed up by that call, I renew my request that my original payment method be credited the $92.04 for the items I returned..

Sincere Regards,

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

Business Response

Date: 04/23/2024

Hello-

We are sorry for the experience described around not receiving
a follow up call on April 16th. We were able to speak with you briefly
on April 20th where you requested we call you back later in the
evening. We have sent another email and attempted call again today, April 23rd. We kindly ask you to please call us at ###-###-####, Monday through Saturday, 10:00AM to 8:00PM EST and ask for
the Enterprise Team. Your case number to provide when you call is ********.

Once we receive a response,
we would be happy to support you further.

Thanks,

*******

Customer Answer

Date: 05/28/2024

Complaint Type:

select

Problem:

I am submitting a complaint again since I returned merchandise in good faith in April to Victoria's Secret, but the monetary amount was never issued back to the payment method I used. Also the company per my previous complaint with the bbb, failed to contact me at times and dates we agreed mutually upon. They said they needed to speak with me, yet I waited over 1 hour on each occasion and I was not contacted as agreed. The company then proceeded to call me at times I CLEARLY stated that I was NOT available and although I tried to call them back they again failed to call at agreed upon times. They received the returned merchandise from me but issued gift cards via email which I cannot use. I need the refund on the credit card I usedfor the original purchase. Their failures to refund my money is grossly neglectful. I certainly will NOT use gift cards provided by and for a company that does not honor my returns or my business. The bbb closed the case sans resolution to me, the consumer. I am owed $92.04 and it must be refunded to my original payment method. The failure of Victoria's Secret to contact me at agreed upon times as well as receiving the merchandise back but failed to compensate me, certainly does NOT promote trust therefore their gift cards were redundant since I no longer shop there.

Desired Resolution / Outcome

Desired Resolution:

Other (requires explanation)

select

Desired Outcome:

Refund; Finish the job; No false promises nor requests to contact me that fail.

Customer Answer

Date: 05/30/2024

Hi, my name is *********************, LIO six one seven nine eight one one one one four I'm calling with complaint ID two one seven six five three five four. It is not a duplicate complaint, it's a follow-up because Victoria's Secret has not issued my refund and they're getting away with keeping my money even though I returned merchandise this is ridiculous who do I complain about you guys this has to be attended to I'm owed money your job is to get it back so please call me and do your job thanks

Business Response

Date: 05/31/2024

Hello-

Thank you for allowing us to support with your inquiry. We were able to speak with you on May 30th and were able to issue refunds to the original form of payment in the amounts off $57.40 and $34.84. You can expect the amounts to be refunded in 7-10 business days and can take 1-2 billing cycles to reflect on statement. We also extended a 20% off coupon to use on a future purchase. Reference case 11108825

Please let us know if we can support further.

Thanks,

*******

Customer Answer

Date: 06/19/2024

Victoria's Secret and I spoke by phone finally. We worked through the confusion and refunds have been issued and credited.

I am very grateful for Victoria's Secret finally speaking with me and that they understood and issued the refunds. It was a pleasure to get this done.

Initial Complaint
Date:04/08/2024
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 am writing to lodge a formal complaint against Victoria's Secret concerning my recent experience with order number **********. This order, placed on their website, was divided into two shipments, both of which were delivered to my address on February 26. Upon receiving and opening these parcels with my wife, we were dismayed to find that none of the expected Victoria's Secret products were inside.Further complicating the issue, the customer support's interaction with me has been nothing short of rude and dismissive. The order was shipped to my work address, which is associated with s***ral businesses, ranging from used car sales and financial consulting to catering and auto parts sales. How***r, in an inexplicable turn of ***nts, Victoria's Secret claims to have delivered my parcel to a transportation company instead of directly to me. This assertion is perplexing, especially since the USPS courier handed the parcels directly to me. The explanation provided by Victoria's Secret support defies logic and fails to account for the physical handover of the parcels by USPS.For the past s***n years, I have been a law-abiding taxpayer residing and working in New Jersey, having n***r traveled abroad, which makes their claim ***n more absurd and baseless. If, according to their rationale, the parcel was delivered to an unknown third party, it would imply I n***r received my order, contradicting the fact that I personally accepted the parcels on February 26. The notion that a shipment could be redirected within a day to another company for delivery is not only absurd but practically impossible.Therefore, I demand a full refund of $150.71 for my order and an official apology for the unacceptable treatment and remarks made by the customer service representatives.
Business Response
Date: 04/12/2024
Hello-
We are sorry to hear of the experience you are describing. We were able to speak with you and shared you would need to speak to another department. 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: 04/16/2024
I made more than 100 calls to the specified number, namely: +1*********6, but never received a response from the company representative! I ask you to contact me immediately and help me resolve the issue!
Initial Complaint
Date:04/04/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made two returns one was refunded 0 dollars which is ridiculous and the other was given as a gift card and I wanted a cash refund.

I expect to be refunded properly for both returns.

Victoria's Secret Return Confirmation - Order **********
Victoria's Secret Return Confirmation - Order **********
Business Response
Date: 04/09/2024
Hello-
Thank you for allowing us to support with your inquiry. We
understand your preferred method of contact is email versus phone. We were able
to email sharing our apology around the confusion of receiving a $0 refund for **********
due to the item being a promotional free item. We can replace your
choice of lotion at no cost when you are ready, if you will reply to the last
email we sent. The second return ********** was
outside our 30 day timeframe to be able to refund the original form of payment. We are sorry for any disappointment this may have caused. Reference case ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 04/11/2024
j sent out this return in a timely manner, I should be refunded for it. The items were within the 30 day window.
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 11th and have issued a check for the
amount of $19.26 which should arrive within 14-21 business days. We extended a
$20 eGift card so you could use toward your free lotion that will not expire.
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:04/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a few things from Victoria’s Secret online, the fit was way off like 3 sizes too big, so I took them in store for return and exchange. The exchange went great. I used the exchange for in store credit, made a few purchases and spent 40.00 more than the exchange was for on things I like. Great in store experience in Murfreesboro Tn. I came home and washed my items as I have sensitive skin so everything has to be washed before use. The I’ve fleeced relaxed boxy short literally started coming apart on the first wash. No wear just wash. And when it came apart it ruined the other pants that I had just purchased as well. Photos will show the short coming apart and the excess that came from the short that I can’t remove from the other new pant, and receipt of purchase.
Business Response
Date: 04/08/2024
Hello-
We have attempted to
call you on several occasions as well as email. 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: 04/16/2024
I have also attempted to return your calls when I’m not working and can speak with someone and no one will allow me to speak with anyone but customer service and they cannot help me. I Call the number given waited on hold for 28 minutes. Stayed on the call for 42 minutes and still was not allowed to speak with the person that asked me to call back.
Customer Answer
Date: 05/01/2024
I have tried the number and the email, I can’t get a person on the phone number and the email is a no reply email
Business Response
Date: 05/09/2024
Hello-
We are sorry for the experience described when calling in and
emailing. We have attempted to call you on several occasions as well as email
since April 3rd 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:04/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a bra from Victoria's Secret in 2023. In 2023 I wore the bra and got an incredibly itchy and painful rash that lasted up to three months. I wasn't sure at that time whether it was the bra or not. A couple days ago, I wore the bra for an entire day, and I have not worn the bra in a while. The day immediately after wearing the bra the same exact rash came back.
Business Response
Date: 04/18/2024
Hello-
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,
*******

Initial Complaint

Date:03/27/2024

Type:Customer Service 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.

Disputed amount 106.75
Specific transaction ( panties)
Transaction date November 17th 2023
I have made a purchase on November 17th 2023, of 106.75 i forgot to bring my coupons so when i was making the purchase i asked the lady if i could bring back the iteams with tags and receipt her answer was yes as long as you have tags and receipt. I have made this purchase in 4443 glengarry Dr c43, Beavercreek, OH 45440
On November 21st i returned the iteams back with recipt and i told the lady i will repurchase them with my coupns she said okay after she made the return she rescanned the panties and my toal was only 64.50 that was including the coupons but she never did my refund and i will not pay that 106.75 , i dont see why i should pay extra 106.75 for something i didnt make purchase of my toal is only suppose to be 64.50 please get this taken care of or i will call (BBB) BETTER BUSINESS BUREAU I WILL FILE A COMPLAINT!
I HAVE NEVER CAME ACROSS WITH A SITUATION LIKE THIS I HAVE BEEN A CUSTOMER WITH VICTORIA'S SECRET FOR OVER THAN THREE YEARS AND I WOULD LIKE TO RETURN BACK PLEASE GET THIS TAKEN CARE OF BECAUSE ITS BEING REPORTED TO MY CREIT HISTORY AS LATE PAYMENT ONCE AGAIN IM NOT PAYING FOR SOMETHING I DID NOT PURCHASE I HAVE MADE MY REFUND ON NOVEMBER 21ST 2023 ON MALL,700MIAMISBURG CENTERVILLE RD , DAYTON OH 45459 !

Business Response

Date: 04/01/2024

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 March
28th.. We have issued a check in the amount of $106.75 that will be
mailed out on 4/09 and can be expected within 14-21 business days. We have
also issued a $30 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: 06/05/2024

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 ****************** Services. We appreciate the patience and understanding of the parties.

Complaint Detail / Problem

Complaint Type:

select

Problem:

i filled a dispute back in around December 2023 , i was told the dispute takes about ********************************************** Nov 17 worth of ****** then in Nov 21st i returned it and bought worth of ***** but they never gave a refund for my ****** so i opened a claim for it and was told it will take 90 days i mad payment to my account worth of $29.00 i never got statement in the mail how much i had to pay and late fees were added to my account and now because of late fees i have to pay double of what my total was i had this going on since November and there excuse is we cant delete more than 2 late fees from your account which was not my fault there employees don't know how to do there job and the customers are being ripped off. If it was my fault i would be happy to pay it but once again the dispute went on for months and every time i called customer service there answer to me was were still waiting , what about the late fees that's in my credit history who's going to fix that because of one mistake ima have to pay double then what my total was on top of that its my credit history as late payments ! CAN SOMEONEBODY HELP ME OUT IM FRUSTRADED PLEASE !! THE LOCATION WHEN I FIRST MADE A PURCHASE WAS IN ***************** C43 BEAVERCREEK OH ***** AND MADE THE RETURN IN ********************************************************************************************************************************

Desired Resolution / Outcome

Desired Resolution:

Billing Adjustment

Business Response

Date: 06/05/2024

Hello,

We are sorry to hear about your previous store experience. We are happy to help.

As advised on March 28th, We have issued a check in the amount of $106.75 that was mailed out on 4/09 and expected to deliver within ***** business days. The 21st business day would be 6/10/24. We also previously issued a $30 eGift card for you as a token of appreciation for being a valued customer. If you do not receive your check on or before 6/10, please contact our customer care team directly referencing your case, so we may support you further.

Please let us know if there is anything else we can help with.

Regards,

Jayla

Initial Complaint
Date:03/26/2024
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 was in Victoria secret store while my daughter was trying on a bra I was in the dressing room with her the employee brought her another bra to try on and the dressing room door slammed onto my finger. They took an accident report and a few days later this woman calls me from their insurance and asking questions about what happened and offers me a $200 gift card via email in exchange for my signature on a release form so I wouldn’t sue them. It’s been since January 31, 2024 and I have yet to receive a gift card. Have made plenty of attempts by calling and emailing but they keep telling me to keep looking for it in my email but it never shows up. They got their signed document and they still have not provided my $200 gift card.
Business Response
Date: 04/01/2024
Hello-
Thank you for allowing us to support with your inquiry. We were
able to speak with you on March 27th. We were able to resend your
$200 Gift card that can be expected to be delivered by 4/08. Once your gift
card is preparing to ship, you can expect an email with tracking number. Case
number to reference is ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 04/02/2024
I accept the business's response to resolve this complaint.
Initial Complaint
Date:03/26/2024
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 returned order ********** and everything has been refunded but the sales tax. Can you please issue the remaining sales tax in the total of $15.34. The return has been received by your facilities and processed but the sales tax was not refunded.
Business Response
Date: 04/01/2024
Hello-
We have attempted to
call you and found the phone number is to a doctor office which we were told we
had incorrect number. We are not seeing this specific order to have been refunded. 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: 04/02/2024
I provided the order number and all my information. I am missing a refund for my taxes of this order. Please refund the taxes which totals $15.34.

Business Response
Date: 04/09/2024
Hello-
We are sorry for any confusion around the taxes not being refunded
on your order. Our records show that ********** has not been refunded or
returned. We would also need any email that
may have been used for verification if it does match the email shared. We kindly ask that you call us to support with
your order return questions at ###-###-#### or ###-###-#### (outside the
U.S. and Canada) between the hours of 9:30AM and 8:00PM EST. Please
reference Case ********.
Once we receive a
response, we are happy to support with your concern further.
Thanks,
*******
Initial Complaint
Date:03/26/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 makeup bags from VS 2 weeks ago. When they arrived, they had a very terrible odor. I returned both of them using the shipping label provided by VS. I have called CS on numerous occasions and keep getting routed to people who do not speak English and I can't understand anything they are saying to me. There is always so much commotion going on in the background and it sounds like they are speaking through a microphone. At one point, I heard a dog barking in the background and a baby crying. Also, when I ask to speak with a supervisor, they transfer me to credit card services so they can get me off of the call or they tell me no one is available. All I want to know is when my refund will be processed. Order #********** Return tracking # ************************** I hope whoever reads this goes back to listen to the numerous recorded phone calls and send it to their quality control team.
Business Response
Date: 03/29/2024
Hello-
We are sorry for the concern you have described
about your items and experience when reaching out to our Customer Care team via
phone. Thank you for allowing us to support with your inquiry. We were
able to speak with you on March 27 and processed a refund for your returned
items. The amount of $50 was issued to a new eGift card that would have arrived
this day via email and $66.50 refunded back to original form of payment. Refund
to original form of payment will take 3 to 5 business days from 3/27 for processing, and 1 to 2 billing
cycles for the credit to show on your statement. Your Case number to
reference is ********.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 11/25/2024
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:
Delivery Issues
Delivery Issues
select
Problem:
I purchased 2 PJ sets online from Victoria's Secret and neither one of them fit. I returned both items and I have not received a refund. I have called customer service 5 times to inquire about the refund and they tell me 3-5 business days to process, yet they don't even have the tracking number to determine when the items arrived back to their warehouse. I have asked to speak with a supervisor several times and I am then disconnected. I really wish you would go back and listen to my phone conversations with the representatives since the calls are recorded. Order#W130503059 Tracking for return 92023909899921543480560924

Desired Resolution / Outcome
Desired Resolution:
Refund
Refund
select

Business Response
Date: 11/29/2024
Hello-
Thank you for allowing us to support with your inquiry. We are sorry for the experience related to your return and reaching out to our ************* Team. We have shared your feedback with the appropriate teams. We were able to speak with you on November 25th and refunded your order return in the amount of $100. The refund will take 3-5 business days from that date and up to 1-2 billing cycles to reflect on your statement. Reference case 13006169.
Please let us know if we can support further.
Thanks,
*******
Customer Answer
Date: 03/24/2025
I purchased a pair of silk PJ's and a pair of shoes from ** in March 2025. The items did not fit so I returned them via **** using the label provided from VS website. It has been almost 1 month since I dropped the items off at the post office. I called today 3/24 at 8am est. and spoke with *****. She was not understanding anything I was requesting or relaying to her. She told me she processed a refund for me, but I never received an email stating a refund was processed. I think she told me that to get me off the phone. I called back again at 8:30am and got another representative by the name of ***** **** Ysabelle from customer care. I asked to speak with a supervisor, she put me on hold for a few minutes then transferred me to a supervisor by the name of *********. I explained the situation to him and asked that he transfer me to a supervisor in the **. He put me on hold then transferred me to a VM. I have no idea if anyone will even listen to my VM as there was no name just a recording stating to leave my name, order number and phone number. order#W139373497 Tracking:92023909899921543406825793
Business Response
Date: 03/26/2025
Hello-
Thank you for allowing us to support with your inquiry. We are sorry for the experience described with your return and when calling into our ************** We were able to connect with you today, March 26, and have issued a refund for $187.46 that will take 3-5 business days to be credited back. It can take 1-2 billing cycles to reflect on statements. Reference case 14364613.
Thanks,
*******
Customer Answer
Date: 05/15/2025
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 ***ort 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.

I purchased 2 fragrance sets from VS and they smell horrible! I returned the 2 items via **** with the label provided by **. I called customer service to inquire about my return and was told no return was initiated. I have my receipt from the post office and I have the tracking number. I asked the ** *** to transfer me to a manger and he refused. I then asked him to transfer me to someone in the ** who speaks English, he refused. After an hour on the phone he tells me he has processed my refund. The next day I receive an email they need more information regarding my return and my refund has been cancelled and I need to call ************. I call the number and was told I need to speak with *** *******. The ***resentative, ******, transfers me to Eve and I leave a message. The next day I call back again because Eve hasn't returned my phone call. I speak with ****** who tells me she can't help me I need to speak with Eve directly. I have literally called 5 times and left 5 VM messages with Eve and she has never called me back.

Business Response
Date: 05/15/2025
Hello-
We are sorry to hear of the experience described with the two fragrances and that you have not received a response after leaving several voicemails regarding your return inquiry. The calls are returned in the order they are received. Eve would be the only individual that can support with your order and return questions. Her direct number is ************.
Thanks,
*******
Customer Answer
Date: 05/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21487221

I am rejecting this response:
I called the phone number provided and I get the same recording from previous attempts to contact Eve. I left another message and Im sure she will not respond back. My next step is to file a dispute with my credit card company to get my money back.
Regards,

****** *******
Initial Complaint
Date:03/25/2024
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 order with Victoria’s Secret for an amount totaling 826.80$ no safety precautions were taken in the preparation of my order or signature confirmation requirements which is odd considering my total was nearly a thousand dollars nevertheless I never got my order and have been calling in day and night trying to get a resolution seeing if the package can be traced reshipped or anything I’m then told to call a number that handles situations like this and I get sent straight to voicemail and I leave my name number and information to no avail I want my money back this company has refused to take accountability for their mistake and has me running in circles my order number is ********** I want a resolution immediately
Business Response
Date: 03/27/2024
Hello-
We are sorry to hear of the experience you are
describing. We were able to speak with you on March 26th and advised 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: 03/28/2024
I have been calling for 30 days and leaving voicemails and I am still not getting a response

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Victoria's Secret is NOT a BBB Accredited Business.