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

  90 Elm St Ste 73 Enfield, CT 06082

• 

  Victoria's Secret

  1201 Boston Post Rd Milford, CT 06460

• 

  Victoria's Secret

  5065 Main St Trumbull, CT 06611

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:01/10/2024

  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.

  Hi - I made a large purchase with Victoria's Secret during the semi-annual sale Unfortunately, 2 of the body sprays and the candle did not smell like the scent descriptions so I would like to return the items.
  
  Order no. **********
  
  I called Customer Service to ask for assistance in returning the items because I am disabled. I asked them to please mail a return label and they refused. They also told me that the return would take over 30 days to process which is unfair to me since I paid using Klarna.
  
  I believe there must be consumer protections that will protect me in this matter.

  Business Response

  Date: 01/16/2024

  Hello-

  We have attempted to
  call you on January 11th and today, January 16th as well
  as left Voicemails. 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: 01/18/2024

  V.S. has agreed to email me a return label and  REFUND me in full.  Although I do not have all of my refunds yet, I am closing this for now. If for some reason, V.S. does not follow through with all refunds, I will re-open case. Thank you,

• Initial Complaint

  Date:01/10/2024

  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.

  My aunt purchased a gift card for me for $150 from my favorite store Victoria secret. The store is at palisades shopping center outside nyc. I live hours from any Victoria secret store so decided to shop online to find my card is showing not valid the funds aren’t showing on the card. I can’t do anything with the card it was a gift. I called the store to speak with a manager who told me to call customer service I sat on hold for what seemed like ever to be told I need proof of purchase I didn’t mention it to my aunt because I didn’t want to upset her as her intentions were to make me happy on Christmas and she’s elderly and has beginning stages of dementia but it’s a real bummer to receive a card you can’t use.

  Business Response

  Date: 01/12/2024

  Hello-

  We have attempted to
  call you and line was busy on January 11th and received your email response,
  but gift card number provided was invalid. In order to fully address your
  concerns, we kindly ask that you respond to email with a picture of the Gift
  card number showing or 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.

  Thank you,

  *******

• Initial Complaint

  Date:01/03/2024

  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 purchased 2 jammie sets online for my daughter, they did not fit. I returned both sets using the shipping label provided by Victoria's Secret. I dropped the items off at my post office on 12/19/2023 and have not received a refund. Their customer service department is outsourced to another country and every time I call and asked to be transferred to a representative in the US, they put me on hold and never return to the phone or they transfer me to credit card services just to get me off of the phone. I have wasted so much of my time calling and getting no resolution. Order number #********** return tracking # **************************

  Business Response

  Date: 01/07/2024

  Hello-

  Thank you for allowing us to support with your inquiry.

  We were
  able to speak with you on January 3rd and issued a refund for items not refunded for your return made
  via mail. We were able to issue a
  refund that will go back to the original form of payment with $34.95 that will
  take 3-5 business days to be credited back as well as $30 eGift card issued. We
  also were able to extend $40 eGift card as an invitation to shop with us again in
  the future. Your Case number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/28/2023

  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 received a gift card as a Christmas gift. When I went to remove the gift card from the envelope the store provides (and affixes the card to it) it tore away the gift card numbers. I was trying to place an online order but [obviously] could not without the numbers. I called my local Victoria's Secret store and they put me on hold and never came back. I hung up and called again. I was told "sorry hun it's really busy, please hold." She never came back after close to 20 minutes so I hung up. I tried calling the VS gift card line and it was automated. They asked for my card number and because I could not read it the automated line said "thank you" and disconnected me. This happened twice. I then tried the live chat option. They told me they could not help me but gave me a phone number. I called and the person told the person what happened, they asked for the card number. I explained that's why I am calling. They said I will connect you to gift card line. I said do not do that because they disconnect me without a gift card number. I was assured this was a different line and they would look up the info for me. It was the very same number I had called--they disconnected me because I could not provide the gift card number. I called back and waited for 20 minutes for someone to help me. He transferred me after a 20 minute hold and that call/transfer went no where. The person I spoke with DID tell me this is a recurring problem with the gift cards so I have to wonder if they are running some type of gift card scam...apparently I'm not the only one.
  Please help me because the store definitely will NOT help me and I have tried every avenue. This was for an online order because the products I wanted were not available in the store.

  Business Response

  Date: 01/02/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you on 12/29 and were able to issue a $100 eGift card to
  replace the previous Gift Card that was received as a gift for Christmas. Reference case ********.

  Please let us know if we can support further.

  Thank you,

  *******

  Customer Answer

  Date: 01/10/2024

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

• Initial Complaint

  Date:12/21/2023

  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.

  On December 4, 2023 I made an online order with Victoria' Secret (#**********) and received it on December 9, 2023. Two out of the four items were too big; a reverse fleece jacket in black and an everyday fleece relaxed full zip hoodie in red. After consulting with their online chatbot I decided the best course was to exchange it in the store. I went to the Victoria's Secret (Space 110) located in The Shoppes at ***** ******** at 5080 ********* Drive in *****, **. I asked the first associate I saw what the exchange policy was and she told me as long as it was the same item I could exchange the size and color for the same p**** I paid online. After getting the correct sizes I went to the checkout where the crux of my complaint originates. The cashier (#*******) for some reason could not exchange my items, but assured me everything would be fine. What she did was return my items instead of exchange them, then wanted me to pay for the items I picked for the exchange even though I had received no refund for the clothes I brought back. Confused I asked to speak with someone else and she called ******* **** to help. She was not helpful and told me I would receive a refund after the warehouse received my items. The items I exchanged she tried to charge me full price over 100 dollars, even though I originally paid 17 dollars for each item. She was rude, condescending, and disrespectful to me. The website and tracking numbers I received are deadlinks. As of December 21st, I have not received a refund which means I have paid twice for an order. I would like a refund and an explanation as to why a simple exchange ended up with me leaving Victoria's Secret with less money than when I arrived.

  Business Response

  Date: 12/26/2023

  Hello-

  We’re sorry to hear of the experience you had during recent
  visit to store to make exchange. Thank you for allowing us to support with your
  inquiry. We were able to speak with you on December 23rd and issued a refund
  for your items left in store to the original form of payment in the amount of $37.14
  that will take 3-5 business days to be credited back. We have
  issued a $50 eGift card for your experience and as a token of appreciation
  for being a valued customer. Reference ********** and Case ********.

  Please let us know if
  we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/29/2023

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

• Initial Complaint

  Date:12/21/2023

  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 made a purchase online of 5 bras that didn’t fit using my cr card. I went to the store to exchange but they didn’t have my color or size so they said they would do the exchange for me and have them shipped to my house. I received them and they still didn’t fit so I went back to the store to return. They told me there was a system glitch and even though I used my credit card bc it is an online order I can only have a gift card. That if I had a problem w that I would have to call their 800 number. I came home and called and spent over an hour on the phone they let me know I would receive my refund. The very next day I got a gift card ! I do not want a gift card, I want to be refunded my original method of pmt. I called back once I got the e card. Was on hold 20 min and disconnected. Very poor service. Very dishonest.

  Business Response

  Date: 12/26/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you on December 23rd and had issued a refund for your items returned in store back to the original form of payment in the amount of $92.98 on December 22nd that
  will take 7-10 business days to post. Your Case number to reference is ********.

  Please let us know if
  we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/20/2023

  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 went into the store #51905 in Redlands CA. At 2:16pm on December 16 with a return. The cashier gives me a merchandise credit gift card and hands it directly to me. I later go to use the card on Dec. 19th and it has a zero balance. I call so they can fix the issue but they tell me the card was used the following day at the same store, two different transactions, and again on the following day after that. I never use the card. It went from the associates hand to my hand. I never even scratched off the portion where the pin number is until December 19 when I found out it had a zero balance. They are giving out bogus gift cards. That I’m assuming the associates have something to do with and they should bring up the video. All I want is my merchandise credit from the stuff I returned.

  Business Response

  Date: 12/22/2023

  Hello-

  Thank you for allowing
  us to support with your inquiry. We were able speak with you on December 22nd regarding the Gift Card that was showing zero balance due to being used in store. Even though we would not
  be responsible for lost or stolen Gift cards we have issued a $150 eGift card as
  a replacement referencing **********. Your
  Case number to reference is ********.
  
  Please let us know if
  we can support further.

  Thank you,

  *******

  Customer Answer

  Date: 12/27/2023

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

• Initial Complaint

  Date:12/19/2023

  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 ordered a Weekender Bag for $139.95 on 12/11. I have been checking tracking and it has continued to display pending carrier pickup. However this afternoon around 3:30pm CST I received a package from Victorias secret. inside it were the 2 pairs of underwear, and a small purse. Not at all the weekender bag i ordered and paid for. I contacted customer service ************ and spoke to ***** round 4:14pm CST. ***** advised that since the order was still showing as undelivered i have no recourse to return for a refund. I again explained that although their website had not updated, so i clearly had the product, but not the correct one. He again advised I have to wait to until the shipping was completed.. then print a return label. Go to the post office to return, then wait for them to receive the product and then up to 10 days later i would receive a refund.
  
  this is completely unacceptable to hold on to my $ due to their system error. Not to mention I also have no bag, which was for a gift, I can no longer provide in 6 days.
  
  This is a terrbile representation of customer service and an aggregious way to hold my $ hostage for your benefit.
  
  I expect a full refund, forth with.

  Business Response

  Date: 12/22/2023

  Hello-

  We are sorry you received a incorrect items. Thank you for allowing us to support with your inquiry. We were
  able to speak with you yesterday and issued a refund for your items not received
  to go back to the original form of payment in the amount of $119.02 on December 21st that
  will take 3-5 business days to be credited back on order **********. Please keep,
  discard or donate the wrong item received. Your
  Case number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/05/2024

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

• Initial Complaint

  Date:12/17/2023

  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.

  FALSE ADVERTISEMENT: their website states that I will receive my order prior to 12/25 if ordered by 12/19. ordered on 12/15 and my package says it will be delivered on 12/26. I used my available credit to purchase gifts that now won’t be here in time. I can’t reorder because I don’t have enough available credit. Called customer service but he wasn’t any help. Offered no actual customer service. I’ve been on hold for 30 minutes waiting to speak to a supervisor. Horrible.

  Business Response

  Date: 12/26/2023

  Hello-

  We are sorry to hear
  of the experience you had when calling for assistance. We have attempted to
  call you and left Voicemail on December 22nd and 18th as well as sent
  email on December 23rd. We are showing that your package delivery was
  successful and delivered on December 23rd. We kindly ask that you
  call us if you need further assistance with your delivery 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,

  *******

• Initial Complaint

  Date:12/16/2023

  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.

  So upset placed a large order totaling $181.91. My order shipped in 3 separate orders. One of my orders was delivered but I never received the package. After reading online VS will not be responsible for the missing package I’m in such distress
  
  Order number: **********
  Tracking number: **********************

  Business Response

  Date: 12/22/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you yesterday and issued a refund for your packages not received
  to go back to the original form of payment on December 21st that will take 3-5
  business days to be credited back. We also were able to extend $30 eGift card as
  an invitation to shop with us again in the future as a token
  of appreciation for being a valued customer. Your Case number to
  reference is ********.

  Please let us know if we can support further.

  Thank you,

  *******

  Customer Answer

  Date: 01/05/2024

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