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.

close

Find a Location

Victoria's Secret has 118 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Victoria's Secret

  3425 Morse Xing Columbus, OH 43219-6014

• 

  Victoria's Secret

  PO Box 16589 Columbus, OH 43216

• 

  Victoria's Secret

  4 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Victoria's Secret

  3 Limited Pkwy Columbus, OH 43230-1467

• 

  Victoria's Secret

  219 Eastview Mall Victor, NY 14564

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: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 
  

• Initial Complaint

  Date:03/21/2024

  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.

  On 3.8.2024, I made the following online orders…
  Order #S007246307 – Order Total $39.24 (1 Bra)
  Order #S007246006 – Order Total $56.06 (2 Bras)
  
  On 3.20.2024 I went to Victoria’s Secret in Boise to return the 3 bras as they didn’t fit. I purchased these bras through their website with a credit card and was within the 30 day return period and nothing was final sale. They refused to refund my credit card and would only give me store credit. However, all 4 salespeople I dealt with had no idea why they couldn’t refund the credit. I had another order purchased the same way, using a credit card and they were able to put that money back on my credit card. I don’t want store credit. I believe they are very unethical and I am due a return not store credit. There was NOTHING online stating if I made a purchase it would only be returned via store credit. I believe they are illegally withholding my funds due to me and trying to make me spend the money at their store. They called customer support but she couldn’t help and they weren’t willing to go further up to help me. They told me it is what it is after I wasted over 30 minutes in their store. I was advised they only work for VS and can’t do anything. Maybe they need to get someone in their store that has some authority to make things ethical. All I am asking for is my return due to me via my credit card as purchased. Please feel free to contact me with any questions. Thank you in advance for your help.

  Business Response

  Date: 03/27/2024

  Hello-

  We’re sorry to hear of the experience you had when returning
  your items. Thank you for allowing us to support with your inquiry. We were
  able to speak with you on March 22nd and have requested checks be issued in the
  amounts of $56.06 and $39.24 for a total of $95.30. You can
  expect these to arrive within 14 to 21 business days. Reference ********.

  Please let us know if
  we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:03/21/2024

  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.

  Today is 3/21/24. On 2/26/24 I mailed both items I had ordered from Victoria's Secret (VS) - Order Number Order #**********. The attached receipt reflects that VS received the items on 3/7/24. In that attached chat you will see that VS confirmed that it received the items on 3/7/24. You will also see in the attached chat that VS policy states: "[o]nce your mailed package shows to be delivered to us, please allow up to 7 days for your refund to be processed." That means I should have received a refund by 3/14. But VS is refusing to provide me a refund and instead telling me to "[p]lease allow 14 business days for us to receive and process your return, then an additional 3-5 business days to receive your refund." That is not the stated policy. The stated policy is that I will receive a refund within 7 days after they received the items. I would like a refund, as per VS policy, immediately

  Customer Answer

  Date: 03/22/2024

  Yesterday, 3/21/24, I received a voicemail, and the attached email, directing me to contact Victoria Secret (VS).  I also separately received the attached email indicating that my account would be refunded.  I called VS as directed.  The first call, after working my way through the lengthy robo section, I told the gentlemen that answered that I had a reference number.  I was immediately disconnected.  I called back - went though the lengthy robo section - and spoke to a woman who confirmed I would be refunded.  Later in the day, my credit reflected the refund.  HOWEVER, this morning, that refund is no longer in my credit card account.  So, VS posted a refund, but then retracted the refund.

  
  

  I have now made the initial phone call to VS to a person who could not understand what I was saying; engaged in a chat where the representative misrepresented VS's policy, despite me copying and pasting it from VS's own chat repeatedly, and the representative then refusing to put me in contact with someone who could assist; been disconnected for simply stating I had a reference number; been told I would be refunded; received the refund; then had VS remove the refund.  This is incredibly ridiculous.

  
  

  I still have not received a refund for items VS confirmed they received on 3/7.  Per VS's own policy, as reflected in the chat I sent to you, the refund was due 3/14.

  
  

  Thank you,

  ********

  Business Response

  Date: 03/25/2024

  Hello-

  We are sorry for the concern you have described
  about your mailed in return and experience when reaching out to our Customer
  Care team via phone and chat. Thank you for allowing us to support with your inquiry.

  We were able to speak with you on March 21 and shared we have
  processed a refund for the items returned in the amount of $155.04 on March
  21st. Please allow 3 to 5 business days from your refund to post to your
  account (up to 30 days for internationally issued cards and third-party payor
  services) and 1 to 2 billing cycles for the refund to show on your
  statement. 

  We do value you as a customer and
  have issued a eGift card in the amount of $50 that would not expire that can be
  used online or in stores as an invitation to shop with us again in the future. You
  can expect this to arrive via email within 2 hours. Reference case ********.
  

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 03/25/2024

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

• Initial Complaint

  Date:03/21/2024

  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.

  March 7, 2024, I tried placing an online order with some coupons that I received from the business. Upon placing my order it would not accept my coupons so I opened a chat, spoke to a representative who helped me apply the coupons and checked my cart out. I gave the representative all of my Victoria's secret credit card information and it processed as an order. I've waited almost a month for my shipment that I never received because the order was canceled with no notification to the consumer whatsoever. When I contacted another representative via chat, they proceeded to tell me that the order was canceled due to non-payment. I asked why because I gave the representative my Victoria's secret credit card information and I used coupons that I threw away because I thought the order was placed. Now some of the things that were in my car are no longer available and I no longer have the coupons. All the representative wanted to offer me was $15 credit. I don't understand why I was never notified that the shipment was canceled to begin with. They have my email address. They have my phone number. They have my mailing address. There's no reason why I shouldn't have been contacted. I'm not sure why the representative took all my credit card information if they weren't going to process the payment. Now I'm wondering if this representative has my credit card information just to buy whatever they want. This is ridiculous and unacceptable for a company to do this.

  Business Response

  Date: 03/25/2024

  Hello-

  We have attempted to
  call you and was able to leave Voicemails on three occasions as well as sent email
  on March 21st. In order to fully address your concerns, we would prefer to
  speak with you by phone. We kindly ask that you 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 ********.

  Thanks,

  *******

  Customer Answer

  Date: 03/28/2024

  I have made multiple attempts to call and I'm told that the reference # they gave is not coming up on their system. They never called me, never left me a message,  they emailed me and gave me a number to call with a reference number no one can find in the system.

  Business Response

  Date: 04/26/2024

  Hello-

  Thank you for allowing us to support with your inquiry, We are
  sorry that you did not receive the emailed eGift cards on April 17th and 23rd in the amount of $50 and wish we knew why unless emails went
  into Promotional or Spam folder. We were able to resend a physical gift card referencing ********** and shows to have been
  delivered today at 12:02PM. Reference case ********.
  
  Please let us know if we can support further.

  Thank you,

  *******

  Customer Answer

  Date: 04/29/2024

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

• Initial Complaint

  Date:03/18/2024

  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 ordered a few shoes and they never arrived. So they replaced them against me wishes. The re-delivery didn't make it either. I called to get it sorted out but they keep transferring me to someone who doesn't answer, only takes voicemails and two weeks later still won't call you back. Try to get help from any other higher ups and they get rude and disconnect on you. Worst Company EVER. Will backcharge with paypal and embrass this company, have fun eating the fees. #**********

  Business Response

  Date: 03/19/2024

  Hello-

  We are sorry to hear of the experience you are describing. We were able to speak with your today and shared for
  further assistance with your order questions, please contact *** at
  ###-###-####. We ask that you leave a voicemail message, and your call will be
  returned in the order it is received. 

  Thanks,

  *******

• Initial Complaint

  Date:03/15/2024

  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 made a purchase of $1069.51 on February 25 2024 and after a few attempts of trying to deliver I never got the package. Victoria secret eventually sent a replacement but that replacement was sent “back to sender” for address not found. I’ve tried several times to work this out but I am tired of this and just want my money back.
  I also have an email from Victoria secret they have received my package which was returned and I would get refunded. It’s been over a week after I called and they keep giving me the run around that only one person in the department can take care of the refund and I have to leave a name and number for them to call me back. It’s been 10 days and they won’t return any of my calls or voicemails.
  I have proof they have the merchandise back and opened a dispute with afterpay but they are not being much help.
  Victoria secret has my money and i would like a refund immediately.

  Business Response

  Date: 03/18/2024

  Hello-

  We are sorry to hear of the experience you are describing. We were able to speak with today and reviewed 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. 

  Thank you,

  *******

  Customer Answer

  Date: 03/19/2024

  Hello I reject the response from Victoria’s Secret

  The case is far from closed. Instead of having the department that was supposed to reach me for a refund another person from another department called and basically told me I had to wait a unestimated amount of time to get a response from that correct department.They are giving me the run-around and I will not have this matter closed yet.Thank you for all that you do over at the BBB

  ****** ********* 

  
  

  Business Response

  Date: 03/27/2024

  Hello-

  *** attempted to call the number on file March 21st and left voicemail. We ask that you contact *** directly at ************ and leave a voicemail for further support.

  Thanks,

  *******

  Customer Answer

  Date: 03/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21440345
  
  
  
  I am rejecting this response because I’ve left countless voicemails with eve and she has not returned any of my voicemails and I still DO NOT have my refund. Even after I returned her call on the 21st it’s been almost a week and she still has not returned my call. If I miss her call because I’m working or away form my phone then I have to wait 7-10 days just to hear back. Unbelievable you guys play games with people’s money like this.

  
  
  
  
  

  Business Response

  Date: 04/01/2024

  Hello-

  We are sorry for the
  experience described when calling in regarding your case ******** and not being able to locate. We did attempt to call and email again today. We would
  prefer to speak with you by phone to address your concern. We kindly ask that
  you call us at your earliest convenience at ###-###-#### between the hours of 9:30AM and 8:00PM EST. You
  can share you will need to be transferred to the CCS Resolution Team and please reference Case ********. Once we receive a
  response, we are happy to support with your concern. Thanks,

  *******

  Customer Answer

  Date: 07/05/2024

  Order number C109057991 has still not been refunded. Its been over 5 months. You guys have been giving me the run around for over 5 months. No one ever called me back after countless voicemails. I would like my refund immediately.

  Business Response

  Date: 07/05/2024

  Hello-

  We are sorry to hear of the experience you are describing. *** did attempt to reach you via phone to support with your order questions and left a VM on March 21st. We have also sent you a letter regarding your online orders. If you should have any questions regarding any online orders or the letter sent, 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: 07/05/2024

  
  
  Complaint: 21440345
  
  I am rejecting this response because: I have called eve multiple times and its been over 5 months and she never returns any calls. there were tons of voicemails left over these last 5 months aswell. ve stated this multiple times in this complaint. This phone number to eve is a scam/tactic to waste time and as she never answers.

   

  Once again its been FIVE MONTHS. 

  I want my refund.

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

  Business Response

  Date: 07/11/2024

  HI Team,

  This customer has been notified of the appropriate team to support her concern. Due to her history of excessive abuse, our Digital Investigations team needs to speak with her in regards to her concern. she has been provided this information but rejected the response. Can you support with closing the case? 

  Customer Answer

  Date: 07/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21440345
  
  

  I am rejecting this response because  I still have not received my refund and no one has reached out to me in over 4 months about my refund. Any time I call or try to reach out I get sent to a voicemail with no response. Your digital investigation team hasn't responded to any emails either. These are tactics and methods to stall time and hoping the customer will forget about their refund since there is never any answer back from any of you and theres no real way to get a hold of an actual person that can assist me.

  also just to show the incompetence of your team I have screenshotted and posted your response to get BBB to close the complaint.
  you didn't even respond to me in this screenshot because whoever wrote it thought they were talking directly to the BBB but that response was meant for me.

  I have also posted the screenshot showing the email I received from Victoria ********************** that I did not receive any merchandise and it was returned to sender.
  although this is information I've shared with you many many times... here is again.

   

• Initial Complaint

  Date:03/14/2024

  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.

  - Victoria's Secret - Order ********** - Mon, Nov 27, 2023, 10:33 AM
  - Order Delivered Wed, Nov 29, I returned the package on Nov 30th 2023 thru USPS.
  - Victoria's secret never processed my refund. They refused to provide the USPS track number to me, and I am sure the package arrived. They never processed my refund back to me.
  - Price $170.99

  Business Response

  Date: 03/19/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry
  for the time waiting on your refund for your returned items. We were able to
  speak with you on 3/18. We processed a claim for your return and refund was issued
  to an eGift card due to being outside our 30 day timeframe to refund back to
  original payment. The amount of your refund is $170.99 and an email should have
  arrived yesterday containing the gift card number and pin. The egift card will not expire
  and can be used in stores or online. Your case number to reference is ********. 

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 03/19/2024

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

• Initial Complaint

  Date:03/14/2024

  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 was given a gift card for $200 in 2/2024. I made an online purchase of $63.49 on 3/5/24. Balance should be $136.51. I have been unable to use the balance of the gift card as the app says it does not recognize it. I’ve called the customer service number and was advised there was a charge for $136.51 when I in fact did a return in store, not a purchase. I’ve been unable to resolve the issue and I’d like the balance of my gift card.

  Business Response

  Date: 03/18/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We did
  attempt to reach you by phone and email. We are sorry for the experience you
  had when trying to use your gift card and when calling in to inquire. We have
  issued a $136.00 eGift card as an invitation to shop with us since we would not
  be responsible for lost or stolen gift cards. The gift card number and pin would have arrived via email on 3/15. Reference case ********.
  

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. However, Victoria’s Secret needs to revise the gift card program to better protect the customers. We purchase and receive gift cards that unbeknownst to us, have been compromised. This is not fair to the customer or recipient. Perhaps consider keeping all gift cards behind the register. 
  

• Initial Complaint

  Date:03/13/2024

  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.

  Hello I made an order back in December for a Christmas gift however going back and forth I have not received my order **********. I contacted VS and they said because of the time frame they can do anything!!! So my money is basically scammed

  Business Response

  Date: 03/15/2024

  Hello-

  We are sorry that you
  did not receive your order. We have attempted to call you several times leaving
  voicemails and also sent an email to call us so we can review steps taken to issue
  a Gift card refund of $140.90 for package not received. A eGift card was issued since we are outside the 30 day return timeframe
  to refund back to original form of payment used. We completed this on 3/13 and
  an email should have been received this day with gift card number and pin.

  Please call us if you
  have additional questions or need further support at ###-###-#### or
  ###-###-#### (outside the U.S. and Canada) between the hours of 9:30AM and
  8:00PM EST. Please reference Case ********.

  Thanks,

  *******

• Initial Complaint

  Date:03/12/2024

  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.

  This account is almost 7 years old and closed. I settled with the collection agency ********* ******** and paid an amount. ********* ******** has assisted me in removing this now from my credit reports, I ask if Comenity Bank / Victoria's Secret can do the same for me please as I am trying to purchase a home for the first time for my son and I, but this negative mark on my credit report is hurting me. I understand this is my responsibility and I apologize, but I have now settled the amount and paid. If you could please have all 3 credit reporting agencies remove this from my credit this would help me out tremendously. Please see attachment. Thank you.

  Business Response

  Date: 03/15/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We have forwarded your credit report correction request to our partners at Bread Financial to review and contact you
  regarding the credit report impact. 

  Please let us know if we can support further.

  Thanks,

  Miranda

  Customer Answer

  Date: 03/18/2024

  I accept the business's response to resolve this complaint. Thank you for assisting me with this matter. I look forward to hearing from Bread Financial