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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:11/24/2023

      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.
      Victoria's Secret customer service is non-existent. Went to the store today and they no longer sell my size in store. Tried to purchase online, and they're out of my size. When doing sales they should ensure that a person can at least order even if they must wait. Went to go make a purchase, and of course they are sold out of the blankets. Attempt to speak with customer service. Twice they came into the chat: ****** *** and ******. Said give me a minute or two to review. They disappear and leave you sitting in the chat. Goggled another way to get into touch with them. Numerous online complaints about their customer service not being available, etc. Do better!

      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 27th and forwarded your experience to our
      leadership team We extended an invitation to shop with us again and issued a $60
      eGift Card that does not expire as well as issued a 20% off coupon to use in
      the future.

      Please let us know if we can support further.

      Thank you,

      Miranda

    • Initial Complaint

      Date:11/24/2023

      Type:Product 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 am rejecting this response currently.  The company is attempting to resend the product again. I would like to wait on closing this issue until I have received my products. Estimated delivery date 12-6-23.

      products I order? All she could telling me is it would arrive Dec. 1st. I told her I want to speak with a manager and she noted that they work remote. She took my number down and said she would give it to her higher ups. We shall see if anyone even bothers to call me. I have been shopping with Victoria secret for a long time and have never delt with a wait this long. I even have the VS credit card. I would rather have had them charge my card this way I know it's on it way.

      Business Response

      Date: 11/29/2023

      Hello-

      We have attempted to
      call as well as 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: 12/11/2023

      Hello-

      Thank you for your response and allowing us to support with your inquiry. Upon checking tracking for your order replacement **********, we show that the package was successfully delivered on December 6th. 

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 12/12/2023

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

    • Initial Complaint

      Date:11/22/2023

      Type:Product 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.

      rs including myself are being ripped off. The return was not accepted despite taking the time to explain the issue in detail to customer service

      Business Response

      Date: 11/29/2023

      Hello-

      Thank you for allowing us to support with your inquiry. We were
      unable to reach you by phone but was able to refund your original form of
      payment in the amount of $4.99 that will take 7-10 business days from 11/29 to
      be credited back referencing case ********.

      As an invitation to shop with us again, we have issued a eGift
      card in the amount of $25 that was emailed on 11/27. Please
      let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:11/16/2023

      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 online but never received the items. In fact they were misdelivered. I contacted the shipper and was advised on 6 different occassions my refund was processed. I never received the items nor the refund. I disputed with PayPal and the seller denied my refund. I supplied all of my evidence and still no resolution has been made!

      Business Response

      Date: 11/21/2023

      Hello-

      We were able to connect with you via email and advised for further assistance with your orders, please contact *** at
      ###-###-####. We ask that you leave a voicemail message, and she will get back
      you as soon as possible.

      Thank you,

      *******

    • Initial Complaint

      Date:11/15/2023

      Type:Delivery 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,



      ******* ********* this point, I would just like a refund as this whole ordeal is stressing me out!

      Business Response

      Date: 11/21/2023

      Hello-

      Thank you for allowing
      us to support with your inquiry. We were able to issue a refund in the amount
      of $1,376.59 back to your original form of payment which would take 3-5
      business days from 11/16 for not receiving package. Reference order number **********.

      Please let us know if
      we can support further.

      Thank you,

      *******

    • Initial Complaint

      Date:11/15/2023

      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.
      Hi Victorias Secret! I'm hoping you're able to help. I purchased the "Shimmer Knit Long Pajama Set", size small, in gold. Order # W*********

      This was an anniversary gift for my wife, along with a bunch of other items from your store.

      I originally went in-store to buy it, since it showed 'in stock' online for this size.. but they didn't have it. I checked another store and went there.. they also didn't have it. I ended up ordering online for shipping and it arrived yesterday.. but has lots of torn bits with loose threading. I've attached a photo of it -- this is in numerous spots and seems to have been ripped or torn somewhere either in manufacturing or in shipping?
      Unfortunately, the price is back to full retail price, and the local stores that show it in-stock.. don't actually have it. I don't want to risk mailing it back since it was a gift.. and she still wants this item. I'd prefer to just get a replacement if possible. If there's any way you can help -- or even let me re-purchase it for the $34.99 price, let me know. I don't mind buying a second one, but the current price is so much more than I paid.

      Any help is very much appreciated. The store associates at my local store, Mission Valley, have been incredibly rude and unwilling to deal with online orders, so I'm reaching out to you through here. Thank you, ****
      ****

      Business Response

      Date: 11/21/2023

      Hello-

      Thank you for allowing us to support with your inquiry. We were able to resend your Pajamas referencing ********** that shows delivered on 11/20.

      Please let us know if we can support further. 

      Thanks,

      *******

       

    • Initial Complaint

      Date:11/07/2023

      Type:Billing 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,



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

      Business Response

      Date: 11/13/2023

      Hello-

      Thank you for allowing us to support with your inquiry. We were
      able to speak with you on November 8th and shared that we wish we were able to provide
      Gift card information. We extended an invitation to shop with us again and
      issued a $75 eGift Card that will not expire.

      Please let us know if we can support further.

      Thank you,

      *******

    • Initial Complaint

      Date:11/07/2023

      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.

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: ********



      I am rejecting this response because: 

      I have left her three voicemails over weeks and zero follow ups 



      Regards,



      ***** *****

      Business Response

      Date: 11/13/2023

      Hello-

      We were able to speak with you on November 9 and was able to
      forward you to the proper person to leave Voicemail for support with your
      order questions. For further assistance with your orders, please contact Eve at
      ###-###-#### directly. We ask that you leave a voicemail message, and she will get back
      you as soon as possible.

      Thank you,

      *******

      Business Response

      Date: 11/15/2023

      Per business previous response, this department is unable to assist.  Please refer to :

      For further assistance with your orders, please contact Eve at ###-###-#### directly. We ask that you leave a voicemail message, and she will get back you as soon as possible.

    • Initial Complaint

      Date:11/06/2023

      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.
      On October 4th, i called and spoke with an agent about my account and i was amazed at what i found. Since last year i have not been informed that this account has been past due. I haven't received any statements. I was under the impression my account was on autopay and now b/c the system was not showing me late, i never got an email or call saying that this account has been past due. Also, Account assure is based upon my balance and my charges with them also increased due to this. i was told that you all have been doing updates and that maybe that had something to do with it. For even almost a year, nothing even went on my credit report. I don't think that i should be responsible for all these fees. The agent that i spoke to on the phone didn't even see that my account was past due but it's showing late fees. I'm willing to pay for the purchases that were made totally $465.94 from what i can see, but all the extra fees, i just don't feel i should have to pay due to a failure to inform me of my balance/statement and b/c there obviously was a system failure. I received notification that payment was due today, but i had received notification in the mail that my account has been placed on hold and that the balance would be zeroed out until this was rectified. I see that i'm still being charged. I would like to get this handled immediately, as i am prepared to pay and don't want this lingering over me any more.

      Business Response

      Date: 11/08/2023

      Hello-

      Thank you for allowing us to support with your inquiry. We forwarded
      your inquiry to our partners at Bread 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.

      Thank you,

      *******

    • Initial Complaint

      Date:10/31/2023

      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.
      Complaint: 20807799


      I am rejecting this response because: Of course I read the VS privacy policy previously. In fact, that's where my complaint originates. VS offers a 'do not sell my personal info' option for ONLY four states in the U.S. I guess if you live anywhere else, you can expect to be taken advantage of commercially. The rep tried to circumvent this actual concern, and instead explained how cookies work on a device. I wasn't asking about cookies (I implement 'do not track' measures when I can). I was asking for my info to be deleted and not be shared or sold. The privacy policy needs revision because secretly profiting off customers' info--against their stated wishes--is devious. It's a sign of a desperate business.

      Business Response

      Date: 11/03/2023

      Hello-

      Thank you for allowing us to support with your inquiry. We have emailed steps on how to complete a Do Not Sell My Personal Information
      request, which must be done through your device. We have also included our
      Privacy Policy.

      Please let us know if we can support further. Feel free to contact us at ###-###-#### or
      ###-###-#### (outside the U.S. and Canada) Monday through Saturday between
      the hours of 10:00AM and 8:00PM EST if there are any additional questions, we are happy to support. 

      Thanks,

      *******

    Victoria's Secret is NOT a BBB Accredited Business.

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