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

  1625 Western Avenue Albany, NY 12203

• 

  Victoria's Secret

  775 Main St S Southbury, CT 06488

• 

  Pink

  28 Debevoise Street Brooklyn, NY 11206

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:12/04/2023

  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 shopped at Victoria’s Secret on Black Friday 2023 for the 40% off sale and was CHARGED for the $25 off coupon that was put into my bag! THEY FORCED ME TO PAY FOR THIS COUPON?!
  
  THEN, ON THE BACK….. it says “void if altered, copied, transferred, auctioned, OR SOLD”!!!!!!!!!!!!
  
  Someone please tell me this is not legal?! How are they getting away with this? Sure, it’s a penny. BUT HOW MANY PENNIES are they literally stealing from people?!
  
  I spent $64.89 and my mom who was with me spent over $100 and was charged as well for the coupon that was put in her bag!

  Business Response

  Date: 12/06/2023

  Hello-

  We are happy to help
  you with your inquiry. 

  We have attempted to
  call you and but phone rang one time then went to silence so we have sent email on December 5th. 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:12/04/2023

  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.

  Return was made to Victoria's secret and they received it in October. I have since called and spoken to many customer service agents via phone and chat. Nothing has been resolved. Last person stated my items would be mailed back to me, since they couldn't locate the skus for return. I never received my items back. They simply kept my returns and haven't contacted me at all regarding this. When I send chat requests, those people dodge my questions and tell me to call in instead, which does nothing. I want a refund on my items returned as I mailed them out in September. It's been more than 3 months now, and this is horrible!

  Business Response

  Date: 12/06/2023

  Hello-

  We are happy to help
  you with your inquiry. 

  We have attempted to
  call you and left Voicemail as well as sent email on December 5th. 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,

  *******

  Customer Answer

  Date: 12/22/2023

  Complaint ID ******** has been successfully resolved. I spoke with the company and they resolved with a gift card for the returns I sent in.
  Thank you for helping with his situation/investigation.
  

• Initial Complaint

  Date:12/04/2023

  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 10/6/23 I went into Victoria secret in the Lehigh valley mall and purchased 10 panties for 38 they were a mesh material in all different colors hot pick black white and 2 cotton ones.the pink color underware were washed and dried before I wore them and threw out the day as I used the bathroom and wiped myself I noticed bright pink ink all over the napkin in which I have photos of the ink had dyed my private area a bright pink color I quickly panicked because this isn’t the normal of my experience at Victoria secret I’m a an amazing customer with this company and I have been shopping there for years spending hundreds of dollars I’m disgusted it wasn’t by accident that this happened it’s very frustrating on my behalf that I had to experience such a defect in the product god only knows what kind of chemicals that ink is giving out and going into customers skin I called victora secret to report such an issue on 11/28 the customer representative was lost for words and didn’t know how to handle such as issue so she accommodated me with items from the company in which all she could do but this issue still remains in affect it’s unsafe and needs to be reported to the proper department im disgusted and appalled at such a big company like this can create such low grade material soaked with ink that comes and leaks out on skin black pink etc this has to get looked into asap I’m now an unsatisfied paying customer. I’m asking a more fair resolution to this matter. It’s highly unsafe

  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 issued a refund for your original purchase in the amount of $38 that will go back to the original form of payment on December 5th. This will take 10-15
  business days to be credited back. We also were able to extend $60 eGift card as
  an invitation to shop with us again in the future on November 29th. Your Case
  number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/06/2023

  when I spoke to ******* she said she was a customer service manager and we spoke about the credit being issued to me for my purchase which is not a big deal because I could of returned the items to the store and the conversation regarding the 60 dollar gift card that was issued but used right away by the customer service representative upon calling in to state my situation so victora did get that back as a form of payment the conversation was that ******* was going to forward this complaint to another department that was higher than her for that team to take ownership of this issue because she said it was out of her hands moving forward so I’m rejecting the business response until someone from a higher team calls me so we can come to a fair resolution. As per stated
  
  
  

  Customer Answer

  Date: 12/15/2023

  I’m rejecting the businesses response because I had to go into the store to return the under-ware on Thursday dec 14th because Victoria secret failed to comply I told customer service that I did not have that credit card anymore In which I purchased the painties on and they said that was still fine it would still be refunded in sorry but Victoria secret has to get it right because I’m about fed up with there unprofessionalism. 

   

  Business Response

  Date: 12/21/2023

  Hello-

  We have to process the refund back to the original form of payment and it would be your bank's responsibility to re-route the funds to your new card if you still have an existing account or they could direct you how they will provide the refund. If you have additional questions, please contact us at ###-###-####, Monday through Saturday between the hours of 10:00AM and 8:00PM EST.

  Thanks, 

  *******

• Initial Complaint

  Date:12/03/2023

  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 pay my bill in full, they charge me late fee, then some account assure charges me $1+, I pay my bill in full, they charge me a late fee and the cycle continues every month. I closed my account and this still continues. I haven't purchased any products from VS in almost a year. I want all these fees refunded, including the Account Assure or whatever it's called. The bank VS uses was of NO help.

  Business Response

  Date: 12/06/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We
  forwarded your inquiry to our partners at ***** Financial to review. They have
  shared they attempted to reach you via phone and left voicemail with contact
  details.  

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/01/2023

  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 signed up for a Victoria's Secret Credit Card in store on November 9, 2023. I made a purchase with that card, $200 of the purchase being applied to my new card. I was given a run down of the benefits, namely special card offers such as earning exclusive rewards to be used on in store & online merchandise if I use their credit card.
  
  On November 11, 2023, I was issued a $40 reward for the amount I spent on my initial purchase with the Victoria's Secret Credit Card. I never had the chance to sit down & 'shop' online thoroughly until today.
  
  When I entered the website, I noticed the $40 reward was no longer sitting in my account, but I didn't worry as I knew I had not used it and still had the email and mailer showing the value and code. As I went to apply the code to my purchase, I received an error code. I attempted to speak with someone via their online chat, but they just directed me to call in to customer service.
  
  Currently, I am on hold w/ a rep, '****', & it's been about a 40-45 minute endeavor. The language barrier is not making it a smooth process, but I'm still trying.
  He had me try the code again, but now the code is showing too many attempts. On his end, he is saying it was used & cannot be used again. I not only asked him to review both purchase & reward history, I again attempted to explain again that the reward I earned w/ their company's credit card was never used & does not expire until 02/27/2024. From what I can understand, he is saying he can escalate it but essentially I am not getting the reward back because "it was used." He then said I can try it again online in the future & call back if I receive the same error code. I inquired why I would get off the phone when there has been no resolution or escalation & him having failed to ensure I have the rewards I earned.
  
  It honestly seems as though Victoria's Secret lured me into signing up for their card advertising a falsehood of earning special rewards when they have no intention to honor them.

  Business Response

  Date: 12/06/2023

  Hello-

  We have attempted to
  call you and left Voicemail on December 5th as well as sent email. 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,

  *******

  Customer Answer

  Date: 12/15/2023

  Today’s my first day where I’m able to actually speak thanks to whatever illness has been going around.

  Nonetheless, I’ve attempted multiple times to get in touch with someone today via the phone number provided in the voicemail left for me. I’ve been bounced around between reps saying this isn’t the right department, try this one, rinse and repeat. Having me call a general line hasn’t been the most helpful. There’s no one department listed that seems to handle what I’m calling for and are more generalized assistance. I’ve been waiting about 9 minutes now trying another store support section now. My options in customer/store support (that i was recommend by a rep to try) were apparel or beauty given that the other department i tried said they don’t do anything with reward issues and have no idea what i would need a reference number for.

  As it stands, I haven’t gotten through to anyone that seems as though they know how to assist or anyone that doesn’t just transfer me to another set of random prompts.

  Business Response

  Date: 12/21/2023

  Hello-

  We are sorry you have not been able to connect with someone when calling. We have attempted to
  call you to support with your inquiry today 12/21 and left another Voicemail. We kindly ask that you call us at your
  earliest convenience at ###-###-#### and request someone for the Store Relations Department. Please reference Case ********.

  We look forward to speaking with you.

  Thank you,

  *******

• Initial Complaint

  Date:12/01/2023

  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 an order for 10 pair of underwear, 2 bras, and 1 spray. I received all but 2 pair of underwear. I contacted them they told me they would resend me the missing underwear. Gave me an order number. Received my new package and it only had 1 pair of underwear meaning I was still missing 1 pair. I reached out yesterday and have spoken to 3 different reps who have all told me something different. I was told my order number they gave me wasn’t correct and was linked to someone else. Was told the underwear I actually received was the pair that I didn’t receive. Today I tried again and was told they don’t see any order or transaction started for me period. I just want the product I paid hard earned money for. I have about 5 hours total into 2 pairs of underwear and I am not happy.

  Business Response

  Date: 12/06/2023

  Hello-

  We are happy to help
  you with your inquiry. 

  We have attempted to
  call you and left Voicemail on 12/01 and 12/04 as well as sent email. 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,

  *******

• Initial Complaint

  Date:11/30/2023

  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 went to the store to make a purchase upon check out I was used my credit card that had to be searched via the system. I gave all my information and was prompted to click accept when I did the rep stated my card as declined, she then said. How are you going to pay for this. I was shocked. I was with my date and he offered to pay I have other credit cards so I paid. I then called the credit card company and they stated that I had over 2000.00 worth of credit in the card. I had purchased items the day before from the website. I am completely applied and shocked at this.

  Business Response

  Date: 12/06/2023

  Hello-

  We're sorry to hear
  about the experience you described related to your recent store visit.

  Thank you for allowing us to support with your inquiry. We were
  able to issue a refund for $30.53 back to the original form of payment on December
  2nd that will take 10-15
  business days to post. We also were able to extend $150 eGift card as an invitation
  to shop with us again. Your Case number to reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:11/30/2023

  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.

  My coupon code is not working. It was mailed to my house. I am entering it correctly, it is not user error. It is for $10 off a purchase of $40. I have $40 worth of non- clearance items in my cart. It worked earlier this morning and I left to continue my day so I can repurchase it later. When I went to repurchase, the code was gone and it would not allow me to add it anymore. I do not want someone placing the order for me and THEN applying the code later. My account only has a certain amount and I'd like to place the order myself as I have another code to use as well. Chat keeps disconnecting with me and telling me I'm entering the code wrong and that there's nothing they can do. I called support on the phone 4 times they had a nasty attitude and then the last lady i spoke to said she would issue me a 30 dollar gift card for the inconvience and to invite me back but she lied. i would really like that for the time wasted and all the attitude i received. this is ridiculous and i am very upset and ****** off to say the least.

  Business Response

  Date: 12/06/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to issue a $30 eGift card as previously promised on December 1st. Your 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.
  
  

• Initial Complaint

  Date:11/30/2023

  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 purchased a bra on May 13th, 2023. I followed all care instructions for the product, but the strap broke (the cloth part, not the plastic part). I contacted Victoria secret phone and was discounted on 11/28/2023. I contacted the chat on 11/29/2023 and was given a robot, but eventually was able to get a person on the other end. I was told that the item can't be replaced because it is out of the 60 day window. However, the point is the product was fine coming to me but broke with all proper care. I asked what the life expectancy on the bras are. When looking up on their FAQ the denote that a bra should last a "long time" if the following care instructions take place. Objectively, 6 months is not long for a product to last especially one that is not used often.

  Business Response

  Date: 12/06/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you on November 30th. We have sent out a $70 eGift
  card to replace the damaged bra. Your order number to reference is ********** and Case ********.

  Please let us know if we can support further.

  Thank you,

  *******

• Initial Complaint

  Date:11/28/2023

  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.

  Hello,
  Excuse me if I’m not polite but I am very much pissed off. I went into your store on Black Friday in Memphis, TN & made a purchase that included 3 gift cards. One being $500, another for $100 and another for $50. I tried to use one of those gift cards last night for the sale you had online and lord behold it didn’t work. I called the number on the gift card and it stated my card has been flagged frozen. I gave the other to my god daughter who was here from Germany and now she’s home back with a freaking gift card that won’t even work. The throes gift card is flagged as well. I called the 800 customer service number and no one was able to help me. All I was told is I would need to call ###-###-#### for assistance. Who by the way was closed yesterday. So I called just now and was hung up on but one of your incompetent representatives. I was charged $650 for gift cards that don’t even work. I am highly upset because for one you took money from me and didn’t give me what I purchased. Second my goddaughter has left the country and she has a gift card that can’t be used. Third, I had to use my money from my bank I account last night to catch a sale because of the gift card not working. I expected more and received less than nothing. I want my money back on my card today or I will be filing a dispute if you can’t handle this problem! This is absurd.
  I still have my receipt! I expect a call

  Business Response

  Date: 11/29/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to speak with you on 11/29 and shared that your Gift Cards are now able to
  be used. We are sorry that the gift card was not able to be applied to your
  previous order but were able to issue a $100 eGift card to invite you to shop again in the future as we do value you as
  our customer.

  Please let us know if we can support further.

  Thank you,

  *******

  Customer Answer

  Date: 11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** ********