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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

    • 424 total complaints in the last 3 years.
    • 160 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Sales and Advertising 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.
      Please remove my address from all Victoria's Secret paper mail advertisement mailing lists. I do not wish to receive these "presorted standard" advertisement flyers in the mail. These flyers are addressed to someone named **** ******* who doesn't live here. I have attached pictures of the flyer I received.

      Business Response

      Date: 04/23/2025

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry that you are receiving mail addressed to another customer. We did attempt to call but phone number is disconnected and sent email sharing that we have removed the name and address from our systems. It could be possible you may still receive anything that has already been pre-printed before we removed. Reference case 14573515.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 04/23/2025

      [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,

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

    • Initial Complaint

      Date:04/21/2025

      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 placed an order on April 12, 2025 for $423.48 CAD. The amount before taxes was $374.76. I live in ******* and therefore paid 13% hst tax of $48.72. I returned via mail all the items received. I received an email on April 19, 2025 stating my refund will be $359.76. I understand there is a $15 return shipping fee, however I am expecting to receive back the Ontario taxes I paid of $48.72. The amount I am getting refunded does not account for the sales tax I paid. I called customer service twice and they are refusing to reimburse my taxes saying they are not obligated to. I understand not getting reimbursed on duties however the $48.72 was not duties. The entire amount was 13% of my total which is exactly taxes in the province of *******. When you return a good in the province of *******, you are subject to receiving those taxes back. I am seeking that this gets rectified & I am credited back the $423.48 less the $15 shipping in which I understand is on me.

      Business Response

      Date: 04/23/2025

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience described with missing taxes originally paid. We were able to speak with you on April 21st and issued a refund in the amount of $48.72 CAD that will be credited back in 3-5 business days and can take 1-2 billing cycles to reflect on statements. Reference case 14566329.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:04/21/2025

      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.
      March 1st 2025, I walked into Victorias Secret for sizing and to purchase an item. After being sized and given the item I was looking for I went to the register and purchased my item. I got home and realized that I had the wrong size and needed an exchange. On 3/19/2025 I walked back into Victorias Secret to exchange the item after being sized again and using the fitting rooms to check the sizing I went to the register to exchange my item. I was told by ******* the manager on staff that I could not exchange the bra because attack was missing I explained to her that Ihad brought the bra days prior it was incredibly too small and what size Wrong by one of her associates and had not been worn She told me that she would not exchange it and then proceeded to walk away. I was then forced to buy the New bra that had just tried on and had to leave with the same bra that I had bought on the first and could not fit. I dont why a perfectly good brand new bra could not be exchanged or what was missing from the bra which was exactly the way it was sold to me could not be exchanged but I want my money back.

      Business Response

      Date: 04/23/2025

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience described with your bra exchange. We were able to speak with you on April 21st and issued a $42 eGift card that would have arrived within ***** hours to use on a new bra. Reference case 14566076.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:04/16/2025

      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.
      Im writing to express my frustration with two recent ordersboth of which were incorrect.Order W140932193 (placed April 2nd):I ordered an Ivy fleece crewneck that was supposed to have embroidery on the arm. What I received was just a plain sweater with no embroidery.Order W141324466 (placed April 8th):I ordered a different color Ivy fleece crewneck, hoping this time it would be correct. Instead, I received a completely unrelated itema pair of ******** this point, I have to ask: is there any quality control happening before items are shipped? Two errors in a row, a week apart, is *************** make things worse, the correct items are now out of stock, so I cant even get what I originally wanted. And now I have to take time out of my day to return two separate ordersall due to your companys mistakes.I also tried to contact customer service via email but I cannot locate an email address anywhere! I called customer service and was told by an associate that there is no email address, which is totally unheard of.

      Business Response

      Date: 04/18/2025

      Hello-

      We are sorry to hear that you received incorrect items two times.We are happy to support with your order inquiry. We have attempted to reach you via phone and have left voicemail along with emailing. We kindly ask that you call us to support with your order questions at ************** between the hours of 9:30AM and 8:00PM EST,Monday through Saturday, or respond to the email with a good time to contact you. Reference Case 14531265.

      Once we receive a response, we are happy to support with your concern. 

      Thanks,

      *******

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair 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 ordered a package worth $901. Victorias Secret requested for the package to be returned to sender. It was successfully returned to sender on 2/24/25. No refund was issued. No resolution.

      Business Response

      Date: 04/15/2025

      Hello-

      We are sorry to hear of the experience you are describing. For assistance with your return questions, please contact Eve at ************. This would be the only individual that can support with your order and return questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received.

      Thanks,

      *******

      Customer Answer

      Date: 04/15/2025

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

      Complaint: 23191319

      I am rejecting this response because: 

      I already called Eve, 5 TIMES. NO RESPONSE. WHAT IS HER EMAIL!!!!! I am tired of playing cat and mouse with you. It is ridiculous at this point. 

      Regards,

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

      Business Response

      Date: 04/21/2025

      Hello-

      We are sorry that you have not received a response from Eve after reaching out several times. The calls are returned in order received. We wish we were able to assist with your order and return questions, we do see that the order was returned and has been refunded by your financial institution as a chargeback. If you have any questions pertaining to the refund, please reach out to your financial institution. 

      Thanks,

      *******

    • Initial Complaint

      Date:04/10/2025

      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.
      I need resolution with many returns I sent back to victoria's secret. The package was sent back on April 10th at 5:17pm, that was delivered to the merchant (VS returns) on April 17, 2024, 12:30 pm. The tracking number is **************************. I have chatted with Victoria's secret a few times and called them on this matter and still there has been no resolution. The large box shipped back contained 7 return orders (all items returned from each order). When i spoke to a customer service agent prior to sending them back they told me to add all return orders in one box to make it easier and ensure the money was credited back to my credit cards and assured me I would get my full credit back to the original form of payment I used. It is now almost one year later and still refunds have not been credited for all the orders i returned. I received a credit for only 1 out of the 7 returns. I went on vacation last July 2024 and returned hoping this would be resolved but it wasn't. Im not sure why i was only refunded for 1 order when 7 orders we're in the box. I separated them out in bags, each with their own return slip as I stay very organized. One year is an extremely long time to wait for refunds to be credited. Another issue I was your database in store didn't work when I attempted to return these early April. The associate said returning thru mail I would receive my full credit back to my original form of payment due to this issue. Below is a breakdown of orders sent back in same box and have not received refund credits:W119048386 (items 10) - $551.80 W119183493 (items 15) - $334.55 W119184320 (items 6) - $51.87 W119002941 (items 2) - $29.95 W118309083 (items 7) - $100.96 W117999944 (items 3) - $94.90 Please issue 6 credits back my original form of payment, totaling $1,164.03. I have provided all pictures of the orders and **** tracking information. Note: Order W118230724 is the only order refunded from the 7 orders that were ALL returned in the same box.

      Business Response

      Date: 04/15/2025

      Hello-

      Thank you for allowing us to support with your inquiry. We have attempted to call and was told the number was incorrect as well as emailed. You did share due to your employment you may not be able to respond until tomorrow. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to email with good time to call with phone number. Reference Case 14491980. 

      Once we receive hear back, we are happy to support further.

      Thanks,

      *******

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair 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 through customer service via their customer service number on 04/07/2025. The representative was able to grant me express 2 day shipping giving that I am going to my country for a funeral for 04/10/2025. Upon checking today, 04/10/2025, I realized that my package hasnt been shipped and there was no tracking number available. I called customer service spoke to multiple representatives, gave them all of my credentials and they kept trying to cancel my order with no given reason. I kept telling them that I needed this package for my travel. They kept transferring me to the corporate office and verification department that would go to an automatic voicemail. I have been shopping at Victorias Secret in person and online for years and never have experience this at all. I called back over and over, I believe I spoke to ***** representatives and one of them told me that my order is cancelled and corporate has cancelled it and I cant receive my package. I do not know what Ive done to Victorias Secret or corporate to receive this type of treatment. I asked them to process my package because I need it regardless and they kept denying it. This is unfair treatment and I am not a scammer, I am a loyal customer and to be treated like this is inhumane and discriminatory

      Business Response

      Date: 04/15/2025

      Hello-

      We are sorry to hear of the experience you are describing. For assistance with your order questions, please contact Eve at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received.

      Thanks,

      *******

      Customer Answer

      Date: 04/24/2025

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

      Complaint: 23183303

      I am rejecting this response because:

      I have sent voicemails to Eve and never received a call back from her 


      Regards,

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

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair 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 made a purchase online, none of the items fit me- so I returned them using the pre paid label sent for the return. The items were sent out on 3/28 when I received the label. **** shows the receiver took possession on 4/2, they are still trying to charge me for the items. They told me that even though they have the items I have to pay for them and they will refund me at a future date when they decide to finish processing the return which could be another ***** days.They then told me I would be charged a late fee even if they have the items

      Business Response

      Date: 04/10/2025

      Hello-

      We are sorry to hear you are not seeing your refund. Thank you for allowing us to support with your inquiry. We were able to speak with you on April 8th sharing we see that your refund for return was issued in amount of $134.90 back to the original form of payment. The refund was issued on March 27th. This would take 3-5 business days from this date to reflect and up to 1-2 billing cycles to reflect on statement. Reference case 14477663.

      Please let us know if we can support further.

      Thanks,

      *******

    • Initial Complaint

      Date:04/02/2025

      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.
      This inquiry concerns order W139687049. Initially, I reported not receiving the order, but after my refund request was denied, I had to obtain door cam footage from my neighbors to determine who took my package or where it went. A few days later, I retrieved the parcel, but no longer needed the items. I tried to return the order to my local store but was told that all items in the order had been flagged. I was given ************ to resolve the issue. I called, spoke to a customer service representative, who transferred me to the verification team. They referred me to ************, the number for *** *******, a senior specialist for claims. I have called Eve 5-7 times, leaving voicemails, but she hasn't returned my calls. When I asked the verification team if she was on vacation, they said her voicemail picks up every time, even when shes in the office. This suggests she has received my calls but chosen not to assist. The issue with my order is that two itemsthe For ************* ******** Bow Thong ***** and Brawere missing. Instead, I received two different Love and Lemons items. I wanted to speak to Eve to prevent return issues at the warehouse. Yesterday, I mailed the entire order back as I couldnt return it in-store, (photo of the return label will be attached to this complaint). Since Ive received no help over the phone, I took it upon myself to return the entire order. I am now requesting a full refund. If I do not receive assistance, I will file a chargeback with my bank, providing proof of the return and my attempts to resolve the issue.

      Business Response

      Date: 04/09/2025

      Hello-

      We are sorry to hear of the experience you are describing. For assistance with your order and return questions, please contact Eve at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

      Thanks,

      *******

    • Initial Complaint

      Date:03/31/2025

      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.
      Order W139884129 i am filing a complaint on my recent online order, first of all there live chat feature has not worked for 2 weeks, no one answers live chat and they have no email address.i retunred this ENTIRE order number Order W139884129 totaling $623.46 over a month ago and they still have not refunded me. the return tracking shows they got the entire order back to there return center and as of today i still have not been refunded.i am requesting my credit card be refunded back immediately for the $623.46 returned order

      Business Response

      Date: 04/04/2025

      Hello-

      Thank you for allowing us to support with your inquiry. We are sorry for the experience described with your delay in refund for return and when attempting to chat in with our ************* team. We have forwarded your feedback to the appropriate team. Your order has been refunded in three returns in amounts of $218.18, $325.07, and $80.21 totaling $********* will take 3-5 business days to be credited back and 1-2 billing cycles to reflect on your statement. Case 14416963.

      Please let us know if we can support further.

      Thanks,

      *******

      Customer Answer

      Date: 04/05/2025

      [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,

      **** ******

    Victoria's Secret is NOT a BBB Accredited Business.

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