Complaints

This profile includes complaints for Victoria's Secret's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Victoria's Secret

  3425 Morse Xing Columbus, OH 43219-6014

• 

  Victoria's Secret

  3575 Maple Ave Ste 422 Zanesville, OH 43701-1010

• 

  Victoria's Secret

  219 Eastview Mall Victor, NY 14564

• 

  Victoria's Secret

  140 Glastonbury Blvd Glastonbury, CT 06033

• 

  Victoria's Secret

  500 Westfarms Mall Farmington, CT 06032

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:05/25/2025

  Type:Service or Repair 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 placed an online order on 5/18 and the package was delivered on 5/22. I opened it today and was disgusted at the condition of the pants. There is no way this was not seen by the packer. I would also like to mention the outer packaging had a sticker stating it was received damaged. I no longer have an interest in calling the customer service line as they are rude and unhelpful in some instances. There were other items in this order which were fine but to see these pants was mortifying and to think an employee knowingly shipped them is even more concerning. I want a full refund and explanation!

  Customer Answer

  Date: 05/27/2025

  In addition to receiving a filthy item that had to be seen by the packager, I attempted to go make a return in a store and all ******** Secret systems were down and continue to be down so I am stuck with this item and out of the money spent and whatever promotion used will be forfeited.  

  Business Response

  Date: 06/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We have attempted to call on several occasions and was not given an option to leave a voicemail. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 14872179.

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

  Thanks,

  *******

  Customer Answer

  Date: 06/07/2025

  [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:05/22/2025

  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.

  To treat myself for Mother's Day weekend, my husband told me to shop and enjoy myself. I elected to buy from **************************. I found several items on May 10th totalling $525.41. On May 11th I received an unsolicited email stating there was a sale for Mother's Day for 20% off your purchase of $125 or more. Because my order hadn't even shipped yet, I immediately called customer service to ask if they could cancel and reorder or just refund the promo code since it had been less than 24 hours since the order was placed. Knowing I would return everything and request re-shipment of everything to receive the discount, the agent forced me to do so instead of just issuing the credit. Absolutely TERRIBLE business, they cost themselves more in shipping, put an AWFUL taste in the mouth of their consumers who do regular business with them,wasted so much of my time, as the second order shipped in multiple shipments (unlike the first). Now I have to wait 2-3 weeks for the return credit. Both transactions have my VS credit charged to almost $1000 this month, and honestly, it just ruined my week and my Mother's Day weekend dealing with it. Sad they show this like of caring for the Mother's of the world. *************

• Initial Complaint

  Date:05/20/2025

  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 (#W126148665) with Victorias Secret and returned all paid items in excellent condition (tracking numbers below) except for a free promotional purse I kept. These returns were delivered to Victorias Secret on September 30, 2024. Despite this, I received only a merchandise credit of $180.03, rather than a full refund of $755.42 to my original payment method ending in 5453.Additionally, I returned another package via **** on March 10, 2025 (tracking number **********************) and have received no refund or update on this return.The order number is R004404373. I was issued a merchandise credit for $180.03, which is incorrect and unacceptable I do not want store credit; I am requesting the full refund of $755.44 to my original payment method.I have tried multiple times to resolve this with Victorias Secret, but their representative *** ******* *************) only responds via voicemail and has not returned any calls for over 57 months. I have exhausted all reasonable channels and seek BBBs help to obtain the refund owed to **** also have proof via email of me calling them multiple times so I am done!

  Customer Answer

  Date: 05/21/2025

  Dear BBB,
  
  
  I wanted to provide an update regarding my complaint against Victorias Secret.
  
  
  I recently received a voicemail from a representative named ******. When I returned the call, I spoke with another representative named *******. After I gave her my case number and explained the situation, she told me that only *** ******* could handle this matter. I reiterated that I have been waiting for months without any response from Eve.
  
  
  Despite acknowledging my long wait, ******* still placed me on hold briefly and then transferred me back to *** ******** voicemail the same person who has consistently failed to respond for over 57 months.
  
  
  At this point, I am extremely frustrated with how Victorias Secret is handling my request. I have followed every proper step and have been more than patient. I am requesting that my full refund of $755.44 be issued immediately. This is not how any customer especially one who has waited since 2024 should be treated.

  To be absolutely clear: I do not want any store credit, merchandise credit, gift card, or promotional offer. I am only seeking a full refund to my original payment method. That is the only acceptable resolution to this matter.
  
  Thank you for continuing to assist with this matter.
  
  Sincerely,
  ***** *****
  

  
  

  Customer Answer

  Date: 05/23/2025

  The business has contacted me directly via email, but they have not provided any resolution. They continue referring me to *** *******, who has not responded to any of my calls or messages for over 57 months. This individual has proven completely unresponsive, and I have made that clear in my communication.
  
  
  I have requested multiple times to speak with another representative, but they continue to insist that only one person can help despite that persons failure to assist or respond for months.
  
  
  I am still waiting for my full refund of $755.44 to my original payment method. The partial merchandise credit of $180.03 that was issued is not acceptable, and I have no interest in store credit. This issue remains unresolved, and I am asking the BBB to continue to assist in holding the company accountable.
  
  
  Thank you,
  ***** *****
  
  
  

  Customer Answer

  Date: 05/23/2025

  The business has contacted me directly via email, but they have not provided any resolution. They continue referring me to *** *******, who has not responded to any of my calls or messages for over 57 months. This individual has proven completely unresponsive, and I have made that clear in my communication.
  
  
  I have requested multiple times to speak with another representative, but they continue to insist that only one person can help despite that persons failure to assist or respond for months.
  
  
  I am still waiting for my full refund of $755.44 to my original payment method. The partial merchandise credit of $180.03 that was issued is not acceptable, and I have no interest in store credit. This issue remains unresolved, and I am asking the BBB to continue to assist in holding the company accountable.
  
  
  Thank you,
  ***** *****
  
  
  

  Customer Answer

  Date: 05/30/2025

  It has now been 7 days since the companys last message on May 23, and I have still not received any resolution or communication beyond the same generic reply Ive been getting for over 57 months.
  
  
  Victorias Secret continues to tell me that only one person, *** *******, can assist me but she has never responded to any of my voicemails. Ive asked repeatedly to work with someone else, and they continue ignoring that request.
  
  
  I am requesting the BBB to continue keeping this complaint open as unresolved. I am owed a full refund of $755.43 my original payment method not merchandise credit. I have been extremely patient, but the company is not taking accountability or offering any path to resolution.
  
  
  I am now preparing to escalate this issue to the Attorney General, CFPB, and public consumer platforms if this is not resolved immediately.
  
  
  Thank you,
  ***** *****
  
  

  Business Response

  Date: 06/05/2025

  Hello-

  We are sorry for the delay in response. For assistance with your order and return questions,please contact Eve at ************. This would be the only individual that can support with your questions. We ask that you leave a voicemail message,and your call will be returned in the order it is received.

  Thanks,

  *******

  Customer Answer

  Date: 06/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23351350
  
  I am rejecting this response because: 

  This response is unacceptable. I have been waiting for a refund since September 2024, and *** ******* has never returned a single call or voicemail in nearly 9 months. Victorias Secret continues to copy and paste the same message referring me to Eve, despite my repeated requests for someone else to assist me.
  
  
  This is clearly a stall tactic, not a resolution. I am asking the BBB to keep this case open and marked unresolved until a full refund of $755.44 is issued to my original payment method. I do not accept store credit, and I do not wish to speak with *** ******* after nearly a year of being ignored.
  
  
  If this is not resolved immediately, I will escalate to the *******************************************************************
  
  

  Regards,
  
  ***** *****

  Business Response

  Date: 06/17/2025

  The business has shared additional information on the customer's ordering history.  The business informed the customer that they are "No Longer Processing" orders via phone call and email and shared why.    

• Initial Complaint

  Date:05/12/2025

  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.

  My husband purchased a $40 gift card in May 2025 to Victorias Secret as a gift for me. We then found out that the gift card is not actually redeemable in online stores because it was purchased in ******, and only gift cards purchased in the ** are redeemable online. My card can only be redeemed at a physical Canadian store, and the nearest one to me is a 5-hour drive away. Nowhere on the gift card itself or the packaging does it indicate that the card is not redeemable in online stores. On the *** page of the Victorias Secret webpage, there are even instructions for how to redeem a gift card for online purchases; however, this apparently only applies to US gift cards (which is not indicated on the *** page). I called customer service and was told that nothing could be done about my situation and the only way to use my gift card would be to drive to the nearest physical store 5 hours away. I asked if the customer service *** could help me redeem the gift card online, if I could call a physical store and have them redeem the card and then ship me my purchase, or if I could receive a refund in some way and was told no to all my questions.

  Business Response

  Date: 05/15/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with the redemption of your Gift card. We were able to speak with you on May 13th. We do value you as a customer and have issued a check in the amount of $40 to replace the gift card value that can be expected to arrive within ***** business days. Reference case 14723459.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 05/15/2025

  [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:05/08/2025

  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.

  The item I returned I did not see my refund on my statement then I contacted customer service and was told it would take 24days !!!! That is insanely long for such a big company to take sooo long to process returns . Also then when I contacted vs credit card I noticed a late fee because I paid after 5pm the same day the fee was $27 so I called the bank that handles the credit card they said th can only waive $15 when I spoke to a previous agent they told me they would waive the fee for me they give you incorrect information and are extremely rude and unhelpful . The quality of their items has gone down hill and so has the company horrible service !!!! Crazy horrible customer support when you have an issue dont even bother take your business elsewhere !! No wonder most of their items are found in the thrift shop for extra cheap now a days the quality is very poor and the service as well !

  Business Response

  Date: 05/13/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the delay in the refund for your order return and experience described when calling into our ************** We were able to speak with you on May 9th and issued a refund in the amount of $17.64 for the item returned. The credit will take 3-5 business days to be credited back and 1-2 billing cycles to reflect on your statement. We also issued a $15 eGift card that would have arrived two hours after issued. Reference case 14696734.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:05/08/2025

  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.

  *** purchased 2 pairs of Birkenstock clogs on that website on 12th March(order number C110422291). After package arrived, i didnt like the shoes so i decided to return them( Tracking No: **************************). After package arrived to their warehouse, i contacted them about refund. They said that im unable to get a refund due to questions pertaining my account. So, i received a message that contained number to call. So, i called several times. There is a bot collecting your information and saying that ill get a call from their support team. But i didnt get any calls from them. So, i still havent received my money back after ive returned items.

  Business Response

  Date: 05/12/2025

  Hello-

  For assistance with your order and return questions,please contact Eve at ************. This would be the only individual that can support with your questions. We ask that you leave a voicemail message,and your call will be returned in the order it is received.

  Thanks,

  *******

• Initial Complaint

  Date:05/06/2025

  Type:Delivery 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 have ordered items online and paid via Venmo $134.90. Part of my order was shipped and one item was cancelled , but remaining balance was never refunded to my bank/ Venmo account.I called regarding that and I was told that the item was backordered. I called today and I my order was changed without my consent and I was not reimbursed for changes was told that I have to contact my bank and solve issue through them. I think it will require additional time and effort on my part, and my bank do not have records of reimbursement, and it was charged directly to my bank account

  Business Response

  Date: 05/12/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described regarding your funds returning to your ***** account. We received response from email we sent asking you please call us so we can support. You responded on May 9th that the issue was not resolved. Case 14681032.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 05/19/2025

  [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,
  
  **** Kostromytska

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a big order on 4/20/25 my order was to be delivered on 4/23/25 which it was. I received a damaged tape up missing package a bunch of plastic empty box in n side. A few ***** and there was all wet and smell like pee. Two dirty bra. My weekend bag that look was dirty rag all black no plastic. I contacted VS and the *** was so unprofessional. She ok so what you want your item was delivered. Am sorry there nothing we can do I ask for a supervisor she refused to transfer to supervisor saying there nothing them can do for me and disconnect the chat. I was so up but VS poor customer service

  Business Response

  Date: 05/02/2025

  We're sorry to hear about your recent ordering experience. We'd be happy to help.

  We have attempted to contact you via phone and email at the contact information provided. Unfortunately we have not been able to reach you. To support you further, please reply back to our email or give us a call directly. You can reach us at ************** or ************** outside the **** and ******. Looking forward to speaking with you to get this matter resolved. 

  Thanks,

  Jayla 

  Customer Answer

  Date: 05/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23253038
  
  I am rejecting this response because: no one email me or called me I called customer service and the *** was no help saying it pass a week why is now am contacting vs I try to explain I was advice to call and speak to someone. I asked for a supervisor and I was told Is nothing they can do for me and disconnected the call. Rude 
  Regards,
  
  **** *******

  Business Response

  Date: 05/12/2025

  Hello-

  We have attempted to reach you at the number listed and was told we had the wrong number and immediate disconnection. We have sent several emails asking for a good phone number and time to call, while allowing us a 24 hour timeframe to reach out. You are also welcome to call us directly at **************, Monday through Saturday from 9:30am-8pm EST.Reference case 14632481.

  Once we receive a response, we are happy to support further.

  Thanks,

  *******

  Customer Answer

  Date: 05/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23253038
  
  I am rejecting this response because: first professional you dont address no one by hello with out a name second that my number and no one have called me and no one had emailed cause I no email from VS. Due to my job my best way of contacting me is email. The same how I contact VS number and *** try to play me or when is now am call and what I want her to do. I would not be going back and forth with this as customer and not happy or satisfied with the rude service am receiving. It ok I would take my lost am worth more than money so can keep it. *** I would not or ever shop use buy anything from your company again simple as that. If one thing I dont do is BEG. 
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 05/20/2025

  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 placed a big order on 4/20/25 my order was to be delivered on 4/23/25 which it was. I received a damaged tape up missing package a bunch of plastic empty box in n side. A few ***** and there was all wet and smell like pee. Two dirty bra. My weekend bag that look was dirty rag all black no plastic. I contacted VS and the *** was so unprofessional. She ok so what you want your item was delivered. Am sorry there nothing we can do I ask for a supervisor she refused to transfer to supervisor saying there nothing them can do for me and disconnect the chat. I was so up but VS poor customer service. I contacted vs again and the *** ask me why I waited so long and explained I was told call in and she just so rude saying there nothing they can do to help me

  Business Response

  Date: 06/05/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We have attempted to call you on several occasions and was told the number was incorrect. Please free to give us a call directly at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 14632481.

  Once we hear back, we are happy to support further.

  Thanks,

  *******

• Initial Complaint

  Date:04/25/2025

  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 need someone competent to review this, I had been on the phone and chat for hours, I was getting ready to do a small claims suit, but I was informed to contact you guys threw here first This pacakge never camed in, when I first informed you guys, I was told it was going to be replaced/ what could and the rest was going to be refunded but it never was . I was given a number to call, I called over 10 times but they never pick up(the fraud department) Then when I called ***** they say is in *********** but is been there for months now -__-*************************************************************************************

  Business Response

  Date: 04/25/2025

  Hello-

  We are sorry to hear of the experience you are describing. We were able to connect with you via email and phone sharing that for further assistance with your order questions, please contact Eve at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received.

  Thanks,

  *******

  Customer Answer

  Date: 04/25/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23249673
  
  I am rejecting this response because: they have told me to call the phone number when I have already waited hours of my life in that phone then they eventually tell me to call another Canadian number that never picks up, I need someone competent!!!!
  
  Regards,
  
  ***** ****

  Business Response

  Date: 05/07/2025

  Hello-

  For assistance with your order questions,please contact Eve at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message,and your call will be returned in the order it is received.

  Thanks,

  *******

  Customer Answer

  Date: 05/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23249673
  
  I am rejecting this response because: I called the number 4 times months ago I left messages it never responds, please be more comepetent
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/25/2025

  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.

  Hello,I made a purchase on the Victorias Secret website and ordered the following items:3 Foldover Card Cases3 Card Holder KeychainsI successfully paid for these items using my ************ card, and the payment was withdrawn from my bank account. I have a bank statement (receipt) confirming this transaction.However, I did not receive any order confirmation email, and there is no order history in the account used for the purchase. The email address used during the order was: ******************************************** reaching out to Victorias Secret customer support dozens of times, the issue has not been resolved. We keep being told that nothing can be done, which is extremely ************** this day, we have received no confirmation, no products, no refund, and no effective support, even though the payment was successfully processed.I am asking for your assistance in resolving this situation, as I paid for my order and received absolutely nothing in return.Thank you for your ********* regards,Melike

  Business Response

  Date: 04/30/2025

  Hi Melike,
  Thank you for reaching out regarding your recent online order attempt. We're sorry to hear that your order did not go through.

  
  After further review of the information provided, we do not have record of a successful purchase with only the mentioned items. We have record of 3 separate orders placed on 4/1/2025 that have processed, shipped and delivered to the address provided. While these orders do include the mentioned products, there are additional items included on the transactions. 
  If there is another order that was attempted, it was not successfully placed. This could result in a pending authorization on your account. Pending Authorizations can take 3-5 business days however we recommend speaking with your financial institution for additional details on their holding times. Since there is no successful order placed with the information you provided, we recommend disputing the charge with your financial institution as we have no record of an order or charge. 

  Please let us know if we can support further.

  Kindly,

  ***** *.

  Customer Care Supervisor

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23248967
  
  I am rejecting this response because: I placed an order through the Victorias Secret mobile application, but I was told that they couldnt resolve the issue because the order was not placed through their official site. However, as shown in my bank receipt, a charge of approximately $80 was made under the name of Victorias Secret.
  
  
  They claim that the charge is not related to them, that the money was withdrawn but they cannot see any order associated with it. My issue still has not been resolved in any way. I explained that I cannot go to my bank because I am currently abroad. When I call my bank, they say I need to visit a branch in person.
  
  
  This situation has not been solved on the contrary, I feel like Ive been scammed. Since the money was withdrawn to their account, they should be able to see the invoice even if no confirmation email was sent. I feel completely defrauded. I am requesting that the payment be refunded to me. My bank confirms the transaction was completed, but I have not received any product and there has been no refund either.
  
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/07/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to connect with you via email on May 1st. We have issued a $40 eGift card sent that was sent to your email that can be used online or in stores that will not expire as an invite to shop with us as we do value you as a customer. Reference case ********.

  Please let us know if we can support further. 

  Thanks,

  *******