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

  9683 Destiny USA Dr Syracuse, NY 13204

• 

  Victoria's Secret

  775 Main St S Southbury, CT 06488

• 

  Victorias Secret

  1400 Willowbrook Mall Wayne, NJ 07470

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:01/21/2024

  Type:Customer Service 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 don't normally file complaints, however, I have never been into a Victoria's Secret and witness this kind of service. First, as I walked into the store, it felt crowded and messy, granted they were having a sale and all of the markdown merchandise was in the center in bins for people to rummage through, ok, I get that. I saw two employees unpacking boxes of new merchandise and putting them in the drawers, the drawers were so full that they were hard to open, and they weren't placed in the drawers in a neat manner. Usually, you are greated by an employee asking if you need help, i had to approach one of the workers that was unpacking a box, and ask for help, which she didn't seen to eager to help. I picked a bra and headed to the dressing room to try on, which I was going at ask to be fitted, since I had lost weight since my last fitting, but the girl working there looked like she walked out of a tattoo parlor, was not presentably dressed (chains, piercings, died hair, which that is her choice, but she could have at least dressed nicely to represent her job position), and once again seemed to not want to be bothered. I decided to give the bra a try and purchase it, but when I went to the check out counter, along with three other people, there wasn't anyone that came to help us. I hunted down another employee that was doing markdowns and she checked me out. I was very disappointed in this store, located in the Fashion Place Mall in Murray, UT. I have never had a bad experience with Victoria's Secret until this visit on Friday, January 19th.

  Business Response

  Date: 01/23/2024

  Hello-

  Thank you for allowing us to support with your inquiry.

  We are
  sorry to hear of the store experience you had in our Fashion Place Mall location and have shared with our
  store leadership team. We were able to speak with you on January 22 and we did
  extend an invitation to shop with us again by sending a $25 eGift Card that can
  be used in store or online that will not expire. We look forward to presenting you with a positive shopping experience in the future.  

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/19/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made two purchases that I was supposed to receive points for, as part of Victoria’s Secret reward system. They were not transparent about how the reward system works, because since I did not have an account at the time of these two purchases, they did not add the points that I was supposed to receive, this is very upsetting because I spent almost $500 in merchandise to get no benefit.
  
  I was also information by a customer service agent, claiming that I would be able to transfer the amount I spent in dollars to points on my new account that I opened up with Victoria’s Secret.
  
  These points collected are towards an earning of a $10 coupon when you reach a certain amount. I do not have the option anymore because Victoria’s Secret refuses to add my points to this new account.
  
  When I had spoke with a customer service representative from Victoria’s Secret again, they admitted that a customer service agent told me the incorrect information about the system. While I accept their apology, this is an issue for me as a customer, because I cannot trust the information given to me about a place that I am giving my money to.

  Business Response

  Date: 01/23/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are
  sorry to hear of the phone experience you had. We were able to speak with you on
  January 22 and added 2,465 points to your reward account for two purchases you
  made to go towards a new Reward that can be used on a future purchase.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/23/2024

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

• Initial Complaint

  Date:01/19/2024

  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.

  Victoria’s Secret issued merchandise credit in the form of gift cards for online returns. Their return policy states that returns made within 30 days get refunded back to the original payment method. Returns made after 30 days get refunded as merchandise credit. To my recollection, there weren’t any returns made past the allotted time period. I have contacted them 5 times to resolve yet they no record of returns or refunds regarding about 10 orders that were returned via mail.

  Business Response

  Date: 01/23/2024

  Hello-

  Thank you for allowing us to support with your inquiry.

  We were
  able to speak with you on January 16th and issued refunds for your 10 returns
  you made via mail. We are sorry for the experience of being refunded back to
  Gift cards. We were able to issue refunds that are to go back to the original
  form of payments. The refunds 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:01/18/2024

  Type:Billing 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 on 1/18/24. They charged me two times for the exact order and when I realized I called right back and they refused to cancel the order within five minutes. they have to ship it to me and then I have to send it back in the meantime, I have to pay two times for the exact same order that I did not place two times . I think it’s unacceptable and bad business practices. There’s no way you can tell me that order already shipped within five minutes at midnight. The order number is **********.

  Business Response

  Date: 01/22/2024

  Hello-

  We're sorry to hear
  about the experiences you described related to your recent phone and chat
  experiences.

  We were able to speak
  with you on January 18th. We have removed the authorization in the amount of $154.35
  for duplicated order **********. It can take 3-5
  business days to return to your balance. We wish we could have stopped the
  package from shipping but ask the package be returned once it arrives by 1/26.

  Please
  let us know if we can support further. Case number for reference is ********.

  Thanks,

  *******

  Customer Answer

  Date: 01/24/2024

  they gave me the runaround for two days transferring me from person to person and nobody could help me. They charged me two times. I had to go to the post office to return the package that should never have been sent to begin with and I still haven’t gotten the money back into my account like promised. I don’t think you should have to call the Better Business Bureau to get customer service from a reputable company and that doesn’t even work. They just lie and shove you off to another person to deal with anybody that complains it’s quite pathetic.

  Business Response

  Date: 01/24/2024

  Hello-

  We are sorry for the previous experiences you have shared. We did not charge for the order ********** in the amount of $154.35 but preauthorized when order was placed. We would not actually charge until the items ship out. We have confirmed the preauthorization was removed on 1/18 and would take 3-5 business days for this to fall off and return to your account. If you are not seeing that the funds have returned, we would recommend contacting your financial institution to see when they will release back to you. You are welcome to keep or donate the items that arrive for this order and again we are sorry for any inconvenience this has caused. 

  If you need further support, we are happy to help. You can reach us directly at ###-###-#### or ###-###-#### (outside the U.S. and
  Canada) between the hours of 9:30AM and 8:00PM EST. Please reference Case ********.

  Thank you,

  *******

  Customer Answer

  Date: 01/24/2024

  you have no regard for peoples time or finances. Your customer service is so horrible. I can’t even begin to explain why anybody needs to call the Better Business Bureau to get resolution which didn’t happen. You still charged me and you still sent me the package I think it is on acceptable you should be having zero stars on your rating . 
  
  
  

• Initial Complaint

  Date:01/17/2024

  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 got a return processed confirmation from Victoria's Secret but they only refunded 3 out of 6 items I then reached out about a return for my order ********** today. I talked to an agent named ********* around 6pm and they were very unhelpful. They kept telling me that the return is still in transit, but then I questioned them why did I get a refund for 3 out of 6 items, and they were unable to answer. Their answer rate is extremely slow (like 10 minutes per message) and their response was copy-pasted from the same online FAQ that I already read. I just want a refund of my other 3 items back, but they were unable to tell me the whereabouts of those items THAT WERE SENT IN THE SAME BOX. Asked to speak with a supervisor and got ghosted.
  For reference, the return tracking number is **************************

  Business Response

  Date: 01/22/2024

  Hello-

  We're sorry to hear
  about the experience you described related to your recent phone experience. Thank you for allowing us to support with your inquiry.

  We were able
  to speak with you on January 18th, and you shared you had spoken
  with someone to resolve your concern previously the day before. We did refund $178.25 on
  January 17th with order ********** as reference for returned items not refunded. The refund can 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,

  *******

  Customer Answer

  Date: 01/22/2024

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

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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 Jan. 17th my boyfriend spent the remainder of a few prepaid cards on Amazon to get Victoria's secret gift cards to spend during the semi-annual sale. After we added everything to the cart and entered our gift cards, we clicked the place order button only to get an error and we were sent back to the checkout page. We tried again, but this time the site said one gift card had no balance and the other had only 26 cents from a $50.50 starting balance. We waited a few minutes thinking it was a fluke and the money would be restored to our gift cards shortly and we could try to order again. They did not. Victoria's Secret emptied the gift cards despite not placing the order. Several customer service agents over the course of an hour and a half solved nothing. The first agent said he would replace the order and then hung-up on us. The next agent said we should contact Amazon since we bought the gift cards there. I still cannot fathom what Amazon has to do with Victoria's Secret's incompetence. The 3rd and last agent said this is normal and the gift cards will be frozen for 48 hours. Aside from the fact that the sale will be over by the time my gift cards are restored (assuming they are) I was told not to worry because they would put my order on reserve for 2 hours. Does Victoria's Secret not understand what a gift card is? You already have payment, you are just supposed to honor the card. Now we have wasted hours of time and have what are apparently completely useless gift cards since the store just empties them without even accepting an order.

  Business Response

  Date: 01/22/2024

  Hello-

  Thank you for allowing us to support with your inquiry.

  We were
  unable to reach you by phone or email but after reviewing your gift cards,
  they showed to have a pending authorization on them. The
  pending authorizations have been removed from the two gift cards. They
  are showing the full working balance and are able to be used. Your
  Case number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/23/2024

  The point of placing the order was to buy the items in the order. I was promised by a customer service agent in chat when this happened that the sale prices in my order would be honored, and I have gotten nowhere trying to get someone to place my order. I didn't want my gift cards back. I wanted my order placed. It is absurd how long this is taking.
  
  
  

  Business Response

  Date: 01/24/2024

  Hello-

  We are not showing to have received a call to be able to support with a Phone Exchange. Please call us at your
  earliest convenience at 1-855-866-5810 or 1-614-577-7111 (outside the U.S. and
  Canada) between the hours of 9:30AM and 8:00PM EST. Please reference Case 10416810.

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

  Thanks,

  Miranda

• Initial Complaint

  Date:01/12/2024

  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 have bought so many gift cards and orders since December 19, 2023 . I have had so many issues with Victoria’s Secret since I started buying a lot more than I used to since the summer of 2022. I bought about 55 gift cards because none of them worked when I always have one each to two of my relatives during the Christmas season each year . They kept sending me the same two gift cards without saying anything and not adding any of the money from the originals that had never been used I have so many order numbers. I have so many canceled orders when I buy things for myself ever since it started happening all my orders are getting canceled on Christmas Eve and I shopped there a lot on this semi annual sale so my orders are not expensive but there were several I mean, I think there is at least, my orders were over $120 at that time during Christmas but they are clearance or sales were making us buy tons of stuff and it was fun but all of the orders are getting canceled and I can’t place another order on the New Year’s Eve I did the New Year’s Day I tried again I kept calling and asking and asking for my money back and they kept not just on gift cards on my credit cards too. They didn’t give me any of the money back. They canceled all these orders even just tonight I called and she said I could see all of your orders not getting refunded but getting canceled it’s been weeks , another time I went onto their website just on New Year’s Eve to pay with my credit card for this item that I wanted. It said your card cannot be processed. That was weird of course give me process there’s money that I wouldn’t have been trying to buy things I check my bank account I didn’t even give me a transaction and of course they charge me 8645 never returned it the next day they sent me two new gift cards for my birthday , they both had the money on them. They have stolen for me at least $4000. It’s so overwhelming to add up and they have not repaid me and I’m not I’m not gonna let VS keep my$

  Business Response

  Date: 01/12/2024

  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 she will get back
  you as soon as possible.

  Thank you,

  *******

  Customer Answer

  Date: 03/26/2024

  I never got you guys’s (BBB) letter in the mail, but I really appreciate you sending it to me. I wrote you already. You said you have not received my response why I never got any word that you guys did anything I never got any Email I never got anything. I don’t know why I’m I just never did. I never responded to you because I never Heard anything from you after I made my complaint anyway I’ve done what you guys told me to do for the past month or what the business on the letter says to do after I received your letter that’s how I knew to finally reach out to you that you did something because I got a letter and it says I have paper I sent you paperwork  All the cards they sent me and everything is crazy but they said that the thing is that they’re from the business and you please call as soon as possible. Leave a voicemail I did I love so many voicemails that’s all I’ve ever said they don’t do anything. Don’t call me back  so I’ve been calling for a month and I feel odd so I don’t know what to do. they owe me like $7000. I need help you said not to make another complaint but I need to make another complaint and this letter says either consumer did not accept response or did not notify BBB as satisfaction. I did not even know you guys did anything , I’m so grateful because it’s going nowhere and nobody did anything to respond to I want my money back. It’s like $7000. I literally ma’am I cry cry some days. I spent hours all day on the phone like New Year’s Eve always Victoria’s Secret and not not to mention I’m not allowed to buy from them anymore. I don’t like all my orders. They just don’t give me my money back or they don’t give me my cards or they give me cards with no money and then they cancel everything I buy for Adam. No worries never have this issue with them and I buy them semi annual sales twice or a lot of stuff now they keep all my money. It’s not on my gift cards my credit cards too and they don’t help me and they don’t if I have a wrong size I could get every up until Christmas the day after Christmas I’ve been able to be regular shopper on there. I wouldn’t do it all the time, but definitely on the two year twice a year semi annual sales. After that they said canceling all my orders would not for no reason and I really have done nothing . I buy a lot of gift cards. I didn’t do anything to them and they say that I did and I didn’t so it just I really don’t know what change I bought so much stuff one year and they’ve had must’ve thought over this person has too much money or too many friends or or or or too many I don’t know , I have all that, but I have no money left for that if not to mention, I can’t even buy from them anymore. I love their stuff anyway they think I did some sort of thing and I don’t have any money left to buy all this stuff they literally taped me out. I cried not one person without me and then they blocked my emails and my accounts on my I don’t even make a account with any email from so that they don’t have to refund me. She blocked refund me. that’s horrible. I didn’t do anything about these people. I literally bought literally the agents buying me or replace the gift cards at that they  don’t I’m not the only one I know whatever I’ve done I bought from them on their website whatever they sent me I bought from never I never even I don’t even know how it happened. Not me Victoria’s Secret. Please help me get my money back please I need my money back. I’m not rich. I’m not poor, but I spent so much money trying to replace these cars even for example Christmas or oh my God it’s just so bad what they’ve done canceled all my orders and kept all the money credit card gift card no matter what I do it doesn’t matter. They kept it all ********.

• Initial Complaint

  Date:01/11/2024

  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.

  Purchased a bra and had to return it due to incorrect size. I was given another size to try and it also was incorrect. So I made a 3rd return. While looking around in the store for another bra the sale associate lost my receipt. When I found another bra and was set to exchange the sales associate indicated the receipt had been lost by an associate but she would still be able to exchange my merchandise out. I was then asked to provide a picture ID although I had an original receipt. This bra also was not the correct size so I decided to return it (4th return) and look somewhere else for a better fitted bra. When I went to return it I was told half of my money would be returned to my visa debit card and the remaining would be issued to me in a gift card. I had a receipt, paid with a visa debit card and Victoria Secrets will not allow me to return merchandise and receive full refund the same way for which I paid. I feel my consumer rights are being violated as they are not following their own policies. I still have the merchandise because I will not return and receive a portion of my refund in a gift card form. I want all money refunded to my visa debit card, The way for which I purchased them. I have no use for a gift card. I cannot utilize anything in their store. The sales associate who lost the receipt is the cause of all this and the store manager will not assist in resolving.
  I attempted to speak with the store manager prior to leaving store and was advised the store manager was not in store.
  I Also tried calling store manager and was told to call customer service although issues were with her store and associates.

  Business Response

  Date: 01/16/2024

  Hello-

  We have attempted to
  call you on January 12th and today, January 16th as well
  as left Voicemail. 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:01/11/2024

  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.

  I placed an order on Nov 25 2023 and the total amount is $50.94. The order number is **********. It said it should arrived by Dec 4 and it showed that it was delivered on Dec 2 2023, but I didn't receive anything. I asked for refund from Victoria secret, but they rejected.
  I'm so upset that I lost my money even though I didn't do anything wrong. I know 50.94 is not a big amount of money, but I'm making ends meet in these bad macro economic days. I would really appreciate if this can be resolved.

  Business Response

  Date: 01/12/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you today and have issued a refund for your order not
  received in the amount of $50.94 that will be refunded 3-5 business days. Your
  Case number to reference is ********.

  Please let us know if we can support further.

  Thank you,

  *******

  Customer Answer

  Date: 01/12/2024

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

• Initial Complaint

  Date:01/10/2024

  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.

  On 12/4/23 I placed an order with Victoria's Secret in the amount of $223.49 order #********** which was delivered on 12/7/23. I ordered the Very Sexy Vintage Lace Corset Teddy (item #********) Size Small in color (46K8) for $79.95 as we as the Victoria's Secret Satin Lace Cami & High-Waist Slip Skirt Set (item# ********) Size Small color (5MGI) for $129.95. Due to fit issues, I decided to return via mail for the original payment on 12/21/23. I initiated the return online, printed the label and sent the items back via the USPS label they provided. I assumed since I was logged into my VS account when I initiated the return I would be able to reference the USPS tracking number to see where it was in the return process. Well that was incorrect evidentially. As of yesterday 12/8/24 I checked to see if the return had taken place and it still has not. after chatting with the online help for them to tell me they cant track it- I called customer service for them to say the same thing and that I needed to call USPS but without a tracking number they could not do anything either. So I call back and let them know that since I initiated the return through the website from my account they should be able to reference the return tracking . It seems as though they are just washing any responsibility of it away, which is poor business as I made several returns that week to other companies and I have either been refunded already or I am able to reference the return and track its progress. Now I am left without the two items and the $223.49 that I paid for the items which feels like robbery to me.

  Business Response

  Date: 01/12/2024

  Hello-

  We have attempted to reach you via
  phone and email.

  After reviewing your account, we see that we received your
  returned items on January 10, 2024 and processed a refund for $223.49 to your
  Klarna account. 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.

  Thanks,

  *******

  Customer Answer

  Date: 01/12/2024

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