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Business Profile

Lingerie

Victoria's Secret

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lingerie.

Complaints

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

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Victoria's Secret has 118 locations, listed below.

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    Customer Complaints Summary

    • 422 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/08/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Received an order with missing items called no help emailed no help now I am being denied a refund when my health is better I will send back the crewneck give my money back order ********** also there was no packing slip at all the package didn’t look tampered with but who knows maybe it was I will never order from Victoria secret again and neither should you

      Business Response

      Date: 03/13/2024

      Hello-

      We have attempted to
      call you to find the number belongs to an internet service provider and also sent an email. 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 receive a response,
      we would be happy to support you further.

      Thanks,

      *******

      Customer Answer

      Date: 03/13/2024

      I accept the business's response to resolve this complaint. I know if I call nothing will be done so I will card my card company. 

    • Initial Complaint

      Date:03/07/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a order number ********** my package was delivered on 3/1/24 but the package was delivered damaged only one bra and two dirty panties was in the package I contacted Victoria secret and the rep was rude and nasty she was like what you want me to do. I don’t no contact the shipping company I ask for a supervisor and she disconnected the call

      Business Response

      Date: 03/13/2024

      Hello- 

      Thank you for allowing us to
      support with your inquiry, We are sorry for the experience you describing having when calling
      our Customer Care Team and that your order did not arrive. We did attempt
      to call and have sent several emails.

      We show your order has been
      refunded and payment was a gift card along with Klarna payment. Your Klarna
      account will be refunded $48.37. The remainder of your order was refunded in a
      $148.56 E-gift card and a $40.00 E-gift card. Klarna being a third
      party payor can take up to 30 days to post your refund to your Klarna-linked
      account. Your E-gift cards will drop into your inbox within 2 to 24 hours. E-gift
      cards can be used in any U.S Victoria's Secret store or online. Our E-gift
      cards do not expire. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 03/13/2024

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

    • Initial Complaint

      Date:03/07/2024

      Type:Service or Repair 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.

      On 12-11-2023, I purchased a $50.00 gift card for my daughter for Christmas. She received it on 12-24-2023. 

      On 1-8-2024, my daughter went to the same Victoria's Secret store to use the gift card. The cashier told her there was a zero balance. My daughter called customer service & the gentleman told her the card was used at 11:00 p.m. on 12-11-2023. Called

      ************. Called ###-###-#### per ****** Sales Manager. I've received no help. The store should be held responsible.

      Business Response

      Date: 03/09/2024

      Hello-

      Thank you for allowing
      us to support with your inquiry. We are sorry that the Gift card your daughter
      tried to use in store was showing a zero balance. We did attempt to reach you
      by phone. We have issued a $50 eGift card to replace the one that was not able
      to be used. An email would have arrived within the hour of being sent on March 7th and
      another within 2 hours that would have the gift card number and pin. Your
      Case number to reference is ********. Please let us know if we can support further. Thanks,

      *******

    • Initial Complaint

      Date:03/03/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have called 22 times previous and today I’ve called twice. I’ve asked to speak to a supervisor multiple times they will not put a supervisor on the phone. They keep telling you to hold you have foreign agents they cannot assist you. I explain to the lady, the gift card that I have was from a return the number is not working she told me she was trying to look into. It never came back on the phone when she did come back on the phone she said I got a transfer to our gift card department, my gift card that I never was able to use the screenshots and the phone phone . well, I want Victoria’s Secret to compensate me for my inconvenience of the time I spent off work calling multiple times you guys need to find a better system. I work for ** ******, and I certified call centers. This is an embarrassment to your company, but this is your protocol that you use as much as you charge for your merchandise

      Business Response

      Date: 03/09/2024

      Hello-

      We are sorry to hear of the experience you had when calling our Customer Care Team on several occasions. Thank you for allowing us to support with your inquiry.
      We were able to locate a return where refund was issued to a new eGift card in
      the amount of $28.23 and have resent for you with referencing order **********. We
      have also issued a $75 eGift card as a token of appreciation to invite you to
      shop with us again in the future. You will receive an initial email letting you know of both and the actual eGift card numbers and pins will arrive within 2 hours after the original. 

      We kindly ask that you
      call us directly, if you need any further assistance with your gift cards at
      ###-###-#### or ###-###-#### (outside the U.S. and Canada) between the
      hours of 9:30AM and 8:00PM EST. Please reference Case ********.

      Please let us know if
      we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 03/19/2024

      If you could please email me the gift card information for the $27.87 I don’t have that I received a $75 one but not the original one from my return. Thank you if you can email it to me.

      Business Response

      Date: 03/20/2024

      Hello-

      We are sorry you did not receive the replacement eGift card in amount of $28.23. We have reissued and you can expect to receive an email within the hour letting you know and another within 2 that will contain the actual gift card number and pin. Reference order **********. Thank you for letting us know it was not received. 

      Let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 03/21/2024

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

    • Initial Complaint

      Date:03/02/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered something for my wife with my card, they charged my card, and the item had been sitting in limbo for the last 5 days. Ridiculous.

      Business Response

      Date: 03/09/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We are
      sorry your original package did not arrive for your wife. We were able to speak
      with you on March 4th and expedited a replacement of all items
      ordered to be delivered on March 6th. Your Case number to reference is ********.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:02/29/2024

      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.
      Hello I received an order several weeks ago. I dropped the package off for return (entire order) and I still have not received my refund. the order number is ********** and the tracking number is **************************. i turned this in well before the 30 day time period and would like a refund to my card please

      Business Response

      Date: 03/04/2024

      Hello-

      We have attempted to reach you via
      phone and email. After reviewing your account, we see that we received your
      returned items on February 14th and processed a refund for $272.84 to your original
      form of payment. 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. Your reference number for your refund is **********. 

      Please let us know if we can support further.

      Thank you,

      *******

    • Initial Complaint

      Date:02/28/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing in concerns that this company has taken my payment and I have yet to receive anything after being told to wait 3 days after the original delivery of (2/19/24) I then reached out again today(2/27/24) only to be told I need to wait an additional 3 days. I no longer need the products because delivery has taken so long. And have requested a refund they are refusing.

      Business Response

      Date: 02/29/2024

      Hello-

      We were able to speak with you on 2/28. We are sorry your package
      did not arrive and have processed a refund for $70.79 to your original form of
      payment. 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 will not expire that can be used online or in stores as an invitation to allow us to present you with a pleasant shopping experience. Reference
      case ********.

      Please let us know if we can support further.

      Thanks,

      *******

       

    • Initial Complaint

      Date:02/25/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order **********: My order is lost in the mail and VS will not recognize this until one day prior to me needing my items. I have contacted them twice, informed them I will be filing a BBB Complaint, and they refuse to assist until a random date they have presented me. I requested that a supervisor call me only to be told that they cannot do that. I need my items prior to 02/27/2024.

      Business Response

      Date: 02/28/2024

      Hello-

      Thank you for allowing
      us to support with your inquiry. We were able to speak with you on 2/26 and
      were able to resend your items overnight with a delivery date of 2/27. Tracking
      shows the package was delivered on time and we are sorry the original package
      did not.

      Please let us know if
      we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:02/25/2024

      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 placed an order online on 2/03/2024 order number W116316790. In that order was a bra, product number ********. After wearing this item 4 times I noticed the underwire being exposed in the center front. I contacted the company and was informed that I could exchange the bra for $15.89. I told them that I don’t think I should have to pay anything since the item had only been worn 4 times and I was told that since the item had been worn I couldn’t exchange the item for no cost. I had the bra for only 20 days when seeing this underwire issue. I have been ordering and wearing VS and Pink brand bras for 10+ years exclusively so therefore I am 100% sure that the bra is the correct size. I have purchased over 30 bras and many many other items from this company over the years and have never had any type of problems with the quality. I am extremely disappointed in this situation. I guess it is time for me to begin looking for a new brand to change to. I have spent thousands of dollars with this company over the years, now my money will go to a different company. I WILL be telling all of my friends and family to boycott this company.

      Business Response

      Date: 02/28/2024

      Hello-

      We're sorry to hear
      about the experience you described related to your recent contact with our
      Customer Care Team. We have attempted to reach you via phone with no option to
      leave Voicemail and sent an email. We were able to issue a
      refund that are to go back to the original form of payment in the amount of $21.20.
      The refund will take 3-5 business days to be credited back. Your Case number to
      reference is ********. 

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:02/24/2024

      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 returned order ********** on January 21st of 2024 and contacted customer service to receive an update on when I will receive a refund. I was promised to receive my refund within 14-21 business days. It has been over this time and despite being promised a refund I have not received one. This return shows received by VS facilities. Before returning these items a customer service agent confirmed I could return these items for a full refund. I am requesting a refund in the amount of $213.26, as promised by an agent.

      Business Response

      Date: 02/28/2024

      Hello-

      We are sorry to hear of the experience you are describing with your refund. For
      further assistance with your order and refund 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,

      *******

    Victoria's Secret is NOT a BBB Accredited Business.

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