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Business Profile

Lingerie

Victoria's Secret

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lingerie.

Complaints

This profile includes complaints for Victoria's Secret's headquarters and its corporate-owned locations. To view all corporate locations, see

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Victoria's Secret has 118 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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


      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: 12/15/2023

      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I 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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      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.

      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,

      *******

      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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for 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:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I 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:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I accept the business's response to resolve this complaint.

      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,

      *******

    • Initial Complaint

      Date:11/30/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [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,



      **** ********hased. 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,

      *******

    • Initial Complaint

      Date:11/27/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.




      Better Business Bureau:



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


      Regards,



      ****** *******

      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 November 28th. We have sent out your free
      Black Friday VS tote that should be arriving today. Your order number to
      reference is ********** and Case ********.

      Please let us know if we can support further.

      Thank you,

      *******

    • Initial Complaint

      Date:11/27/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/24/23 I ordered some things from Victoria Secret. They canceled the order 11/25/23 and said it could not be processed. I placed the order again on 11/25/23. They took $327 from my card but never sent a confirmation number. I contacted them by phone and I was told they have not received my order. The person I spoke with was so rude. I asked to speak with the supervisor and the lady said she was a supervisor but refused to give me her name and hung up on me. I called again today and spoke with someone named ***** who placed me on hold for 2 1/2 hours. She kept coming back on the line and saying there wasn't a supervisor available to speak to me before eventually hanging up on me.

      Business Response

      Date: 11/29/2023

      Hello-

      We are happy to help
      you with your inquiry. 

      We have attempted to
      call you with message that Voicemail was full 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,

      *******

    Victoria's Secret is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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