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

  140 Glastonbury Blvd Glastonbury, CT 06033

• 

  Victoria's Secret

  451 Union St Waterbury, CT 06706

• 

  Victoria's Secret

  470 Lewis Ave Meriden, CT 06451

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:12/16/2023

  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.

  My first order was placed on November 24 and it was canceled. I placed two more orders on November 26 and it was canceled. First, I called Victoria Secret Credit Card which is Commenity Bank they stated there was nothing wrong with my card no fraud anything going on so then I called Victoria’s Secret orders and they told me that it was canceled and then I needed to speak with someone in claims and litigation by the name of *** ******* at the corporate office of Victoria’s Secret. Her number is **********. I have left s***ral messages for a return call some of them angrily because somebody is playing with my quality of living and spending. Honestly, this whole incident has put a whole damper on my Christmas spirit. my daughters were having a Friendsgiving and I was buying pajamas for all of them for their Friendsgiving, which I was not able to do with the sales on Black Friday weekend due to this craziness. Today is December 15 and again I have called multiple times and left messages for Miss ******* and her team to call me back to no avail. I went into the Victoria’s Secret store a few days ago to return some merchandise that I purchased prior to this nonsense going on. I also purchased some lip gloss in store, so there was nothing wrong with my card . My orders were canceled by the corporate office stating that I need to verify some information. I have not ***r in my life heard of something so disrespectful as a consumer and the fact that no one has gotten back to me with all the calls that I’ve left in messages from November 24 to present is absolutely horrible. I want apology from Victoria’s Secret corporate office and I want restitution for the orders that I was not able to make due to their insolence. Also, I would definitely like them to look into Miss *******‘s job because she’s definitely not performing at a customer quality l***l. I have also attached proof of the canceled items. again there was nothing wrong with my VS Credit Card to date.

  Business Response

  Date: 12/22/2023

  Hello-

  We are sincerely sorry about the canceled orders you experienced while
  trying to purchase Christmas gifts and not receiving a call back.

  We found your
  orders were canceled due to fraud with similar data. The issue has been corrected
  so you should not experience this again. *** did attempt to call as well as
  sent an email informing you of what occurred. We have issued a $200 eGift card for
  you 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 and again we apologize for the inconvenience. 

  Hope you and your
  family have a Merry Christmas and Happy New Year! 

  Thanks,

  *******

• Initial Complaint

  Date:12/16/2023

  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.

  Order Number: **********; case number ********
  
  After 3 customer service chats ranging from 10 to 45 to 75 minutes in length, and 45 minutes on 800 number with ***; management will purportedly review my complaints within 24 hours and get back to me.
  
  My position is that their customer service fails their customers. The promotion codes are actually FALSE ADVERTISING because if a customer enters promo codes and subsequently reviews their shopping cart, the promotional codes are ERASED. I have documented 3 chats ranging from 10 minutes to two hours in length. Each chat ended with NO RESOLUTION and a dropped chat. No return call was placed. No documentation of my chat was generated. The average customer DOES NOT possess the free time (I’m a retired teacher) or the savvy (I possess a doctorate in education awarded from University of California, Davis in May 2016). I am no longer looking solely for resolution of my Order Number: **********; additionally, I seek to advocate for Victoria’s Secret Customers who don’t have time to follow up, and so they are getting ripped off by Victoria’s Secret.
  
  This is an unacceptable amount of time to have a simple discount code applied! I formally request that Victoria’s Secret be forced to generate email documentation of Chat Line for all customers or face fines for FALSE ADVERTISING.
  
  Here’s my experience, I have screenshots as documentation.
  ?
  ***, phone representative Friday… I’ve been on the phone for 35+ minutes now… she finally opened complaint. She couldn’t get me an email or connect me with a manager.
  
  I tried contacting “VS Chat” Friday, December 8 for an hour. The representative couldn’t effectively add promo codes for free VS Blanket and free Pink Blanket and $25 off $75. The chat dropped and your system doesn’t generate an email verification of the chat.
  
  Saturday, December 9, I opened another chat.
  
  The remainder of my experience and screenshot documents are available. Please email me.

  Business Response

  Date: 12/26/2023

  Hello-

  We're sorry to hear
  about the experiences related to your recent contacts with our Chat and Phone
  departments. We were able to speak with you on December 24th and you requested
  we follow back up with you after January 8th. We will call you on this day as
  requested and look forward to speaking with you then.  

  Thanks,

  *******

  Customer Answer

  Date: 01/08/2024

  The note from business said they would get back to me on January 8. You should NOT close the case…
  
  They still owe me $25 and the either a fleece VS blanket and Pink blanket OR $136.
  
  I placed my order on Thursday night, December 7, and the blankets were in stock.
  

• Initial Complaint

  Date:12/14/2023

  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 couple things online, I got a confirmation and then I got a shipment confirmation. A couple days after, I got a shipment will be delayed. Then a few days after that, got a returned confirmation. At this point, I was confused because I never returned it and I have the emails to prove it. It literally didnt even make it to usps hands. So how would I have. So I call them up, and the csa is incredibly confused and keeps going back to being returned. I call a second time, and they see it is still being shipped, like 12 days later and is on its way. And has no idea what im on about being returned. I even get an email saying I need to give the products a review. When I open the email with the tracking number, its still saying two weeks later its awaiting carrier pickup. Nobody knows anything, I did get a refund minus the member rewards credit they wont return. Even though I never got the product, never returned it, and wheres the reward? Why cant anyone tell me about what happened? I got them on sale by a big chunk too. So its a bummer on top of another bummer and everyone keeps looping me around and around.
  This leaves me with a really bad taste in my mouth and Im not so sure I want to conitue recommending this company or shopping here.

  Business Response

  Date: 12/20/2023

  Hello-

  We are happy to help
  you with your inquiry. 

  We have attempted to
  call you and left Voicemail on December 16th and 18th as well as sent
  email on December 16th. In order to fully address your concerns, we would
  prefer to speak with you by phone. We kindly ask that you call us at your
  earliest convenience at ###-###-#### or ###-###-#### (outside the U.S. and
  Canada) between the hours of 9:30AM and 8:00PM EST. Please reference Case ********.
  

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

  Thank you,

  *******

  Customer Answer

  Date: 12/29/2023

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

• Initial Complaint

  Date:12/11/2023

  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 have a VS silver card and tried to purchase over the holiday sales, but was informed my card is suspended because they have an internal system issue on these cards. They cannot resolve it or provide any resolutions or ETA for resolution. I am informed only a supervisor can work on my issues and it's been 2 months since VS has done anything about it. I have lost time, and money and am unable to take advantage of their Holiday specials. I need the coupons and sales blankets.

  Customer Answer

  Date: 12/14/2023

  VS advised me they have a glitch within their internal system that negatively impacts my account, which means my account cannot be used to make purchases. They want me to allow them to pull credit again which negatively affects my credit score, and they do not guarantee I will be approved. This is not my fault for their internal glitch yet they are making me a victim in their incapable operations to unsuspend my account. I carry no balance and am diligent and responsible for paying off my debt timely. Now they deny me store sales and deals for the holidays because of their system glitch.

  Business Response

  Date: 12/14/2023

  Hello-

  We are happy to help
  you with your inquiry. 

  We have attempted to
  call you and was unable to leave a Voicemail on two occasions as well as sent email
  on December 11th. In order to fully address your concerns, we would prefer
  to speak with you by phone. We kindly ask that you call us at your earliest
  convenience at ###-###-#### or ###-###-#### (outside the U.S. and Canada)
  between the hours of 9:30AM and 8:00PM EST. Please reference Case ********.

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

  Thanks, 

  *******

• Initial Complaint

  Date:12/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 12/9 i contacted VS chat support to get a refund issued for an order that was sent back and already received by VS. i started the chat a little before 10am and it was a robot. at 10:03am i connected with a rep named *****. he didn't read anything i wrote and kept asking me questions i already gave him answers to if he would just read my inquiry. he then stated there was nothing he could do because there was no tracking information even though i already stated the order number was ********** and the tracking info from a label VS provided was ************************** USPS. he then proceeded to tell me he was going to refund the order and by this time it was already 10:47am. i was already frustrated and told him he's wasting a lot of my valuable time and started counting the minutes he was making me wait. from 10:47am until 11:29am he kept telling me he was processing the refund and to wait. by 11:29 i was absolutely fed up and requested a supervisor. when the chat was finally transferred to a supervisor, they disconnected me. the refund was never issued and this person ***** stole 1 hour and 26 minutes of my time and stole 1 hour and 26 minutes of VS company time. these kind of people should not have jobs if they don't want to work and they want to steal company time. it's unacceptable and pathetic. shame on VS, u lost a long time customer because of your poor choices in hiring.

  Business Response

  Date: 12/14/2023

  Hello-

  We're sorry to hear
  about the experience you described related to your recent chat experience and
  delay in refund of your return.

  We did reach out via
  phone to try to support with any questions you may have on 12/14. Your return
  was processed on 12/12 refunding $41.85 to an eGift card referencing **********.
  

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

  Thank you,

  *******

  Customer Answer

  Date: 12/22/2023

  my order total was 55.80 i ordered 4 bras and i returned all 4 and you only refunded me for 3 your math is wrong, try again

  Business Response

  Date: 12/22/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We
  apologize for any inconvenience and for the 4th bra not being
  refunded with others. We have refunded the 4th bra in the amount of
  $13.95 going back to the original form of payment to be credited back in 3-5 business
  days. You should receive an email within the hour letting you know. Order
  number reference for refund is **********. We have also issued a $30 eGift card for you as a token of
  appreciation for being a valued customer. Reference case ********.

  Thank you,

  *******

• Initial Complaint

  Date:12/07/2023

  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 3 PJ sets and a bottle of perfume online from VS. The pants were all way to short on me (even though I ordered long) so I returned the order. #**********. I dropped these items off at my post office on 11/27/2023, it is now 12/7/2023 and I have not received a refund. I called customer service and right off the bat, before even asking for my order number I am told it will take 15 business days from the time the package is dropped off to receive a refund. Now, I know CS is busy with the holiday, but the representative never asked when I dropped the package off nor did he ask for tracking (which he did not have). They just want to blow through as many calls as possible in 1 day and get the customer off the phone as soon as possible. I am currently on the phone with CS asking to speak with a supervisor and keep being put on hold, then being told no one is available. I am actually writing this review while on hold. DO BETTER! tracking for return **************************

  Business Response

  Date: 12/11/2023

  Hello-

  Thank you for allowing
  us to support with your inquiry and we apologize for the delay in processing of your return. We were able to refund your return order ********** on December 8th in the amount of $185.20 back to
  original form of payment that can be expected within 3-5 business days. We have
  also issued a $30 eGift card for you as a token of appreciation for being a
  valued customer. Reference order number for refund is ********** and case ********.

  Please let us know if we can support further.

  Thank you,

  *******

• Initial Complaint

  Date:12/07/2023

  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.

  i placed almost a $500 order over a week ago and paid extra for overnight shipping and still havent received anything from that order. It looks like there were several shipments too and i have no idea where they were delivered to because it def wasnt my house.
  ive tried contacting your customer service reps in regards to this issue and havent had any help at all, hens the reasoning for the bbb complaint.
  if someone could please help me with this issue id be grateful considering i dont want to be out almost $500

  Business Response

  Date: 12/11/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to refund your lost package ON December 7th issuing an eGift card for $378.34
  since this was original form of payment. The order number to reference for your
  lost package claim is **********.

  Please let us know if we can support further.

  Thank you,

  *******

• Initial Complaint

  Date:12/05/2023

  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.

  Hello I received a gift card on September 5 2023 to my email address in the amount of $256.00. I attempted to use it for the first time on 12/4/23 and the value is $0. I n***r used the gift card and when I called in to the VS gift card dept that told me on October 25, 2023 it was devalued by Victoria’s secrete. I called about 10 times trying to get in touch with someone that can help and I keep getting out on hold then disconnected.
  
  This is extremely frustrating I cannot beli*** it.
  
  
  Please help

  Business Response

  Date: 12/11/2023

  Hello-

  We did call you and left Voicemail, as well as sent
  s***ral emails. My apologies if the number initially received was a fax number. For
  further assistance with your gift card 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: 12/12/2023

  I have left several messages for *** ******* who is the person that is attached to the phone number of ###-###-#### that you instructed me to contact. No one ever picks up this line and I have been leaving her endless voice mails with my contact name and call back number since last week. This morning I just now left her the 6th voice mail. 
  

  As I mentioned several times each time I call customer service line that was provided in previous emails and provide the representative with case number ********, they with tell me that the case number is invalid or they transfer me to *** ******* voicemail which I just specified I leave messages and never receive a call back. And this goes around and around in this cycle.  
  

  I need to speak to someone directly and have made every  attempt to do so, just to be given the run around. I have asked specifically in messages on BBB for the representatives direct line or extension that is responding to me and I get no resolution. 
  ###-###-####

  Business Response

  Date: 12/14/2023

  Hello-

  We have reissued a gift card in the amount of $256.00 on 12/12
  referencing **********.
  We have also sent you a letter on 11/21 sharing that we would no longer be able
  to process your online orders. If you should have any questions regarding the
  letter sent, please contact *** at ###-###-####.

  Thank you,

  *******

  Customer Answer

  Date: 12/19/2023

  Hello never received this letter that you are speaking of. Can you please attach the letter to this email reply? 
  

• Initial Complaint

  Date:12/05/2023

  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 an outfit as a gift from a friend. On the website it’s boasts easy return and EXCHANGE. The outfit did not fit so I have spent over 3 hours on the phone trying to get a mail exchange and they in fact DO NOT offer mail in exchange and it can only be returned to the card it was purchased from not exchanged, not only will they not exchange it, it was supposed to be received 4 days before it was actually received and they only offer 14 days from purchase not receipt. I am 3 hours from a Victoria’s Secret store so there is no way for me to go to return said item and if I did I would only receive purchase price not the actual item in the proper size and it would go to the purchaser not the recipient of the said gift. So in other words I am stuck with an outfit that cost 105$ to begin with and now that it’s off sale it will be almost 140$ so again they are refusing to do an exchange. Only a refund and only to the purchaser who is 8 hours away, hence the online order. I want the exact outfit that was purchased in the correct size as it is advertised an easy exchange. I want it to be an easy exchange. I’ve offered to send the said outfit first and they can send me the correct size and they just will not make this possible for exchange or return of gift even though it is claimed they do. I want my outfit that was purchased for me nothing more nothing less. I am not trying to get anything more than what was paid for for me in the correct size like they offer on the site.

  Business Response

  Date: 12/06/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you yesterday and have ordered exchange items at no cost to
  you with estimated deliver date of 12/12. Your order number is ********** and Case
  number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Business Response

  Date: 12/06/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you yesterday and have ordered exchange items at no cost to
  you with estimated deliver date of 12/12. Your order number is ********** and Case
  number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/06/2023

  Thank u for your fast response even though you CS representative was extremely rude when this was all I wanted to happen to begin with. Honoring your own exchange advertising shouldn’t have resulted in this complaint. Maybe u should review and reword your exchange process so people won’t get the impression that it can be simply done, because it was anything but simple  it took 3 live chats and close to an hour on the phone to get a simple exchange  

  I accept the business's response to resolve this complaint
  
  

  Customer Answer

  Date: 12/06/2023

  Thank u for your fast response even though you CS representative was extremely rude when this was all I wanted to happen to begin with. Honoring your own exchange advertising shouldn’t have resulted in this complaint. Maybe u should review and reword your exchange process so people won’t get the impression that it can be simply done, because it was anything but simple  it took 3 live chats and close to an hour on the phone to get a simple exchange  

  I accept the business's response to resolve this complaint
  
  

• Initial Complaint

  Date:12/05/2023

  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 placed an order and paid for next day shipping (almost $400) and I still have yet to receive any of the items I ordered! The order was placed on November 26th and was to be delivered on November 27th. It’s now December 5th and I’m missing everything! I would appreciate it if someone would contact me about this issue because I’m very upset about losing almost $400!!!

  Business Response

  Date: 12/06/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you yesterday and have issued a refund for your order not
  received in the amount of $388.14 that will be refunded to a new eGift Card to
  replace the one originally used. Your order number is ********** and Case number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/06/2023

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