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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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    Customer Complaints Summary

    • 421 total complaints in the last 3 years.
    • 162 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date: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,

      *******

    • Initial Complaint

      Date:02/23/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased $184.35 worth of product from this company on Feb 23rd. I then paid an extra fee of $24 to have next day shipping done and receive it on Feb 24th. Later in the day, I went to check the order to see where it was at to realize that it now says the delivery date is March 2nd, which is a week later than what I paid for. I began chatting with agent ***** *** about this issue, who informed me that I was confused about the order, despite seeing the delivery date in my email with the extra charge for the expedited shipping. Once I explained that to her, she told me again that I was confused and that I paid for standard shipping and she wouldn’t help me. The company stole money from me and then basically told me I was unable to comprehend basic email confirmations. This is unacceptable and appalling.

      Business Response

      Date: 02/29/2024

      Hello-

      We have attempted to
      call you several times leaving voicemails 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 hear back from you,
      we would be happy to support you further.

      Thanks,

      *******

    • Initial Complaint

      Date:02/23/2024

      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 made two purchases from Victoria’s Secret online on 11/4/23 and returned some items items from these two purchases within the extended holiday return window. My return packages were postmarked on 1/22/24 which is within the return window deadline of 1/23/24, but Victoria’s Secret is refusing to issue a refund to me in the original form of payment despite that being their policy. They have only issued an e-gift card, but I rightfully deserve a full refund to my original form of payment. I have contacted them four times about the issue, was told twice that I would receive my full refund to the original form of payment, but they still haven’t given it to me. They told me to wait 14-21 days for it to show up in my bank account and when it didn’t, I contacted them back, and now they’re saying they will only give me the e-gift cards that they already issued. It’s been over a month that I have been fighting this. They refuse to give me my refund and are trying to make me settle for e-gift cards instead of my rightfully owed refund. The last time I contacted customer service and proved my case yet again, they just stopped responding to my messages. They owe me a refund of over $200 to my original form of payment.

      Customer Answer

      Date: 02/23/2024

      Supporting evidence in the form of screenshots from conversations with Victoria’s Secret customer service.

      Customer Answer

      Date: 02/23/2024

      In reference to complaint number ********, a debit card is my original form of payment.

      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 2/27 and shared that we have processed two refunds for your returns in the amounts of $164.28 and
      $62.10. Please allow 7 to 10 business days from your refunds 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. Reference
      case ********.

      Please let us know if we can support further.

      Thank you,

      *******

      Customer Answer

      Date: 02/29/2024

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



      Complaint: 21337155



      I am rejecting this response because: I still haven’t received my refund, so I don’t be closing my complaint until I do. This will make the third time they have told me that I will receive my refund in “X” number of days. It’s been over a month that I’ve been waiting for my money. Upon speaking with the representative after my complaint, I was informed that the last representative I spoke to that was so rude and had begun to ignore me by the end of the conversation, had “sent over a copy” of our conversation to the “team” that I ended up speaking with. So they couldn’t respond to me, but apparently did that once I let them know I reported them to the BBB. It almost seemed like this most recent representative was patronizing me due to the 3rd rep reaching out to the 4th beforehand with the “copy of our conversation” as if THEY were the ones in the right. Like, what was their reason for sending a copy of our conversation? To show where they lied? Or where they ignored me? Where they never apologized? … The representative I spoke to regarding my complaint did inform me that *I* was in fact correct about the return policy and that I *was* owed a refund from the get-go. So I was untruthfully told twice that my refund was on it’s way yet never received one, then upon third contact was untruthfully told that I was wrong about their return policy and that I would just have to accept gift cards, then I find out that I was right all along and should have received my refund over a month ago. The representative I spoke to the fourth time, after contacting the BBB, repeated the same thing over and over again on the phone for 40 minutes … “you should get your refund in 7-15 business days” … though I’ve already been told this and it never happened, I wasn’t asking her to confirm over and over, but she did … that’s all she had to say though. I kept waiting for her to say something else, but she just kept saying the same thing over and over again. I never received an apology or anything for the fact that I was lied to THREE TIMES by THREE DIFFERENT Victoria’s Secret representatives. They have kept my money that was rightfully owed to me for over a month, lied to me about it, then offered no apology or any type of courtesy for treating me in such a terrible manner. I did a good amount of shopping with Victoria’s Secret before all of this happened, but I don’t think I will anymore, and I certainly wouldn’t recommend anyone else shopping with them if think there’s even a chance you might need to return something. It’s been a terrible and time consuming experience.



      - Sabrina Bowen

      Business Response

      Date: 03/09/2024

      Hello-

      We are sincerely sorry for the experience described and the time you have been waiting on your refund. We have confirmed the refund was processed on 2/29 for
      the amount of $21.29. The refund process will take 10-15 days from this date. We
      have also issued a $40 eGift card as a token of appreciation for being a valued
      customer to invite you to shop with us again in the future that will not expire
      and can be used in store or online. Please reference Case 10724021. 

      Please let us know if we can support further. 

      Thanks,

      Miranda

    • Initial Complaint

      Date:02/21/2024

      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 made an order online using my vc credit card. My package showed delivered as od 12/8/23 at 11:34 am in the front door, however my package wasn't there. I reach out to Victoria secret which i was told they are not responsible for lost/stolen package and the delivery carrier onTrac - lasership I opened many cases for the issue I never received no calls, no emails from them after many fail attempts even in the chat all they did was close my cases. I started a dispute with vs credit card bank as well and I still haven't have my issue resolved and I was even force to make my credit card payment for a merchandise that I never received. Thus is ridiculous.

      Business Response

      Date: 02/23/2024

      Hello-

      We were able to speak with you on 2/22. We are sorry your package
      did not arrive and have processed a refund for $74.07 to an eGift Card. We
      also sent an additional $30 eGift card as an invitation to shop with us again
      in the future. The eGift Card numbers, and pins would have arrived two hours
      after confirmation emails were sent for both. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:02/21/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm not liable for this debt with Victoria's secret. I do not have a contract with Victoria secret .
      They did not provide me with original contract. I requested

      Business Response

      Date: 02/26/2024

      Hello-

      We have attempted to
      call you but was hung up on once we stated where we were calling from and have emailed
      requesting additional information. 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,

      *******

    • Initial Complaint

      Date:02/19/2024

      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.
      Myself and a third party who shares the same address as has a credit card with Victoria Secret. When the third party called into Victoria Secret about a charge on their account, the third party gave the representative their information to access their account. While the Victoria’s Secret rep was reviewing the account she started giving the information of my account to the third party. In which the third party advise that the account information was incorrect and the Victoria’s Secret rep then gave my first and last name on top of all of the other personal information on my account to the third party. This was without my knowledge or consent and was unlawful on behalf of Victoria’s Secret.

      Business Response

      Date: 02/23/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We
      forwarded your inquiry to our partners at ***** ********* to review. They have
      shared they have spoke with you and will follow up again once their research is completed.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:02/15/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 2/6/24 and paid for 2nd day shipping. I’ve been tracking the package and it’s showing delivered yet I haven’t received anything! I contacted customer support 3 times today to get help and have been given the run around and hung up on! What kind of customer service reps does Victoria secret employ? Rude people who can barely speak English that don’t care to help you? My order was for almost $400 and someone needs to contact me to get this situated.

      Business Response

      Date: 02/20/2024

      Hello-

      We are sorry to hear of the experience you are describing. 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: 02/20/2024

      I want a refund for the order I placed and never received! I’ve emailed customer service pics of my house as compared to the photo that was taken by ups and you can clearly see that it’s not my house that they delivered the order to. Again when I contact customer service for Victoria secret I keep getting the run around hung up on or transferred to some lady’s vm who doesn’t return any of my phone calls! I’m sorry but I’m not losing almost $400 because Victoria secret can’t employ competent people who care enough to help their customers! I want a full refund in the form of an e-gift card sent to my email *************@yahoo.com

    • Initial Complaint

      Date:02/13/2024

      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,
      Please see attached regarding Order **********, placed on 1/8/2024.
      On 1/20/2024, I placed the items below in the mail (per the provided return label from your website). On 2/3/2024, I received a VS gift card in the mail of an unknown amount.
      Per the return policy stated on your website, I should have received the amount of $135.08 (plus tax) via original payment.

      On 2/3/2024, I made two attempts to use the "chat" feature on your website to address the issue. The first time the conversation became "disconnected". The second time the representative was unable to understand and sent me a description of how to submit a tax-except form. As you can imagine, this was quite frustrating. I am requesting the amount of $146.08 returned to my PayPal account (original payment). After further review, I now see I was charged $11 in shipping which I should not have been charged.

      Business Response

      Date: 02/14/2024

      HI *******,

      We're sorry to hear about the frustration you have experienced with your recent return. 

      Thank you for allowing us to make it right. We have processed a refund back to your original form of payment. The gift card will have a remaining balance, so please do not dispose of it. Please allow 3-5 business days to see this credit reflected.

      This information was also sent to you via email, for your record. 

      If you have any questions, please let us know.

      Have a great day,

      ***** 

    • Initial Complaint

      Date:02/08/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order ********** for 176$ on VS website. I was checking my email and found out that the package VS shipped was delivered, but I never got it. I went to contact with them right away, but instead of helping me with my concern they kept saying like they cannot do anything about this lost order since they are not responsible for that. One of the supervisor told me to contact the back line office in order to get help. I tried calling them a lot of times, but they were always unavailable. I just left 5 voicemails, but I still have not got any follow ups. I am really tired of such an attitude.
      I was wondering to file a complaint with the local office of attorney, but I decided to give it a try here first of all. Please, BBB, help me to resolve that issue. I just don't want to lose my money.

      Business Response

      Date: 02/16/2024

      The business has stated they are not responsible for any items not received, per the policy that is on their website: (link redacted)

    • Initial Complaint

      Date:02/06/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned an order in Jan of 2023 inside the victoria secret extended holiday return window. There policy states if done by Jan 24th in the extended window all returns will be refunded to original form of payment. I was not. I was given a gift card. I have attempted multiple online chat solutions and even a phone call with "********" on 2/3 at 520 pm. She told me she would have a dept. contact me to issue a refund check and cancel the gift card. That has not happened. I attempted yet another online chat, to which they just tell me to call the 1-800# again to which I get the run around. I have around 3 hours into dealing with this and just want the refund back to my credit card as the policy states.

      Business Response

      Date: 02/08/2024

      Hello-

      Thank you for allowing us to support with your inquiry. We were
      able to speak with you yesterday and have refunded your original form of
      payment for your return, issuing a credit for $59.61. Refund to original form
      of payment will take 7 to 10 business days (up to 30 days for internationally issued
      cards) for processing, and 1 to 2 billing cycles for the credit to show on your
      statement. Reference case ********.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 02/08/2024

      I agreed to the resolution made of credit card refund on 2/7/2024 however, instead of refunding me the 59.81 amount, they emailed me notice of placing a new order and also charging my card and additional charge for this.....so now Ive paid two times for an order I have returned in Jan 2024.  I called the number requested back, asked for *******, sat on hold another 23 min and never connected.  Sent and email to her, to which it kicked back at me asking me to go to victoriasecrets.com faq's section to get my answer "email undeliverable".  This is ridiculous really


      Business Response

      Date: 02/14/2024

      HI *****,

      We're sorry to hear about the disappointment you experienced during your recent interactions. 

      We have captured the details of your concern both from this complaint, as well as your conversation with Kathleen on 2/13. We will review the interactions and follow up internally to provide necessary coaching/training. Thank you for sharing your experience with us.

      Furthermore, we do see that you have confirmed the receipt of the refund issued as well as the gift card sent for the experience. 

      We hope this has resolved the matter for you. Please let us know if we can support further.

      Have a great day,

      ***** 

      Customer Answer

      Date: 02/14/2024

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

    Victoria's Secret is NOT a BBB Accredited Business.

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