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 has 118 locations, listed below.

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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

  1201 Boston Post Rd Milford, CT 06460

• 

  Victoria's Secret

  500 Westfarms Mall Farmington, CT 06032

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:08/01/2023

  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 Order ********** using 85$ gift card, and other 20$ gift card
  cards are:
  *******************
  *******************
  
  after sometime, my order got cancelled without any reason and my gift card balance made 0
  when I contacted them on call, they said they connect with fraud prevention team, but no one attend the call, and simply cut the call everytime, when I complaint over twitter, they ask me to call, and no one answering on call.
  It was my hard earned money.please refund my card.

  Business Response

  Date: 08/02/2023

  Hello- 

  Thank you for allowing us to support with your inquiry. We were
  able to connect and share phone number for the department that would need to assist further with your concern. 

  Thanks, 

  *******

• Initial Complaint

  Date:07/31/2023

  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 got somethings from Victoria Secret, but a receipt hasn’t been sent to me. I will like my receipt to be sent to [email protected].

  Business Response

  Date: 08/02/2023

  Hello-

  We are happy to help you with
  your inquiry. 

  We have attempted to reach you
  via phone and email to obtain additional information. 

  Once we receive a reply, we'd be happy to support you further.

  Thanks,

  ******* 

  Customer Answer

  Date: 08/03/2023

   I’m to send my street address and residence.

  8506 ********** dr, *******, Texas *****

  
  

• Initial Complaint

  Date:07/31/2023

  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 a PJ set online and it did not fit so I returned the item. Order #**********. The item was returned on 7/12 and I have not received a refund. I have called customer service 2 times and both times I have asked to speak with a supervisor and both representatives refused to transfer the call. Tracking for return is **************************

  Business Response

  Date: 08/01/2023

  Hello-

  Thank you for allowing us to support with your inquiry. We were
  able to issue a refund for your return on 7/31 refunding the amount of $44.95 back to original form of payment. Please allow 3-5 business days to receive refund. 

  Thanks,

  *******

• Initial Complaint

  Date:07/27/2023

  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 have an order I need to return, Victoria Secret website is not working, I have reported the issue twice and asked them to issue a return label for the order. They insist they cannot provide one for me manually and I must do this thru the site. Normally I would but I have not been able to log in for three days and they will not provide an alternate soluton

  Business Response

  Date: 08/01/2023

  Hello-

  We are happy to help you with
  your inquiry. 

  We have attempted to reach you
  via phone and email to obtain additional information. 

  Once we receive a reply, we'd be happy to support you further.

  Thanks,

  ******* 

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/27/2023

  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 made an online purchase on June 8, 2023 order number **********, I prolonged making a return due to contracting covid. Today, July 26, 2023. I went to my local Victoria Secret store to return the items. The associate who assisted was very rude, she quickly without explanation advised me that I would receive a gift card since I paid with a gift card. I advise the associate I've never paid with a gift card. She simply shrug her shoulders and repeated that I'd get a gift card. I requested to speak to a manager, and she excitedly reply with "I'm the manager" I asked her why was I receiving a gift card when I never paid with a gift card, she responded " I don't know" and called another manager ********. Who advised her of a 30 day return policy, which was recently change. I advised her I wasn't aware of the change, nor does the store offer any written policy for customers to read. ******** was called to the front, after the return was processed and I had requested NOT to have the return processes. When speaking to ********, I was met with an arrogant, unprofessional, rude individual. Asside from wearing a very reveling outfit, she stated that my receipt has the policy. I advised her that I purchased the items online and the confirmation did not reflect 30 day policy. I advised ******** I contact corp, she rudely and mockingly she responded with a "Call whoever your heart desires" I asked her to provide me with the others associated name, she openly refused to. Very disappointed in the customer service and unprofessional appearance and demeanor from the associates at the Cerritos Mall.
  
  I recorded ******** unprofessionalism, I'm happy to share with media or VS management.

  Business Response

  Date: 07/31/2023

  HI,

  Thank you for contacting us. We're sorry to hear about the disappointment with your recent store experience with returning your online purchase. We issued a refund back to your original form of payment on June 27, 2003 along with eGift card as invitation to shop with us again. Please allow 3-5 business days from this date to receive this credit. We have also provided this information to you via email.
  
  Please let us know if we can support further.

  Thank you, 

  ******* E. 

  Customer Answer

  Date: 08/01/2023

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

• Initial Complaint

  Date:07/25/2023

  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.

  Hello, I'm sorry to report that I didn't receive my order from Victoria's Secret online store. The order number is **********, and it was supposed to contain eleven items. According to the tracking number ***************, OnTrac delivered the package on July 17th at 11:15 a.m. without requiring a signature. Unfortunately, I haven't received the package yet. I tried to contact customer service through chat, but I couldn't reach anyone. Could you please assist me in getting a replacement for my missing package? I would appreciate it if Victoria's Secret could use a different courier, such as UPS, to reship the items. I have attached documentation proving my claim and would like the BBB to help me resolve this issue. Thank you for your assistance.

  Business Response

  Date: 07/31/2023

  Hello,

  We are happy to help you with
  your inquiry. 

  We have attempted to reach you
  via phone and email to obtain additional information. 

  Once we receive a reply, we'd be happy to support you further.
  

  Thanks,

  ******* E. 

  Customer Answer

  Date: 08/01/2023

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

• Initial Complaint

  Date:07/17/2023

  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.

  The information that is reported on my credit is inaccurate.

  Business Response

  Date: 07/21/2023

  Hello,

  We are happy to help you with your inquiry. 

  We have attempted to reach you via phone and email to obtain additional information. 
  Once we receive a reply, we'd be happy to support you further.

  Thanks,

  ***** 

  Customer Care Supervisor 

• Initial Complaint

  Date:07/16/2023

  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 have been a loyal customer of Victorias Secret for at least a decade. Back in May, I walked into the V.S., West Chester location of Ohio to purchase a few items. I ended up buying 10 pairs of panties and 2 bras. My total was about $200ish. The panties themselves cost $70 alone. I’ve washed these underwear twice and the elastic is completely coming out. I wash all my undergarments on delicate and have for years. I believe this is a bad batch of underwear. The quality has never been this terrible over all these years. I always bought the same type of panty from V.S. I’m truly upset because the corporate office was supposed to send me a gift card to buy more panties. They have been dishonest this whole time. I have called back multiple times and they still have not sent anything to my email. Please help me resolve this situation.

  Business Response

  Date: 07/21/2023

  Hello,

  We're sorry to hear about your recent experience with your panties.

  We have issued an electronic gift card as promised.

  We hope this takes care of the concern for you.

  Please let us know if we can assist you further.

  Best,

  ***** 

  Customer Care Supervisor

  Customer Answer

  Date: 07/31/2023

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

• Initial Complaint

  Date:07/14/2023

  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.

  They are marketing period panties that suppose to hold a heavy period without using anything in the panty and is not suppose to leak, but unfortunately it did leak and I used a pad to try and make sure and it went around the pad and onto the panty. The marketing states that they are not supposed to leak and I am at work and cannot change and these panties leaked. I would like them to reimburse me for my 8 pairs that I bought and get rid of the false marketing false marketing. I took pictures also I bought these at Ontario mills mall in Inland empire. I hope I’m contacting the headquarters!

  Business Response

  Date: 07/18/2023

  Hello,

  We're sorry to hear about your recent experience with your Period Panties. 
  We would love the opportunity to speak with you directly. We have attempted to reach you via phone and sent an email to the email address provided. 

  We will make additional attempts to contact you via phone to support further. 

  Please let us know if there is an alternate number we may reach you.

  Best,

  Jayla C.

  Customer Care Supervisor 

• Initial Complaint

  Date:07/14/2023

  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 in Clarksville Tn. I did have my 2 little girls with me ages 3 and 5. I was looking at bras and i am a thick girl. From the moment I stepped a foot in the door I felt uncomfortable it was just the looks i was being given from the employees. My little girls trying to be like mommy were wanting to smell the sprays and stuff and one worker cleared her throat and rolled her eyes and turned away. At this point I was so upset I couldnt even ask for help I needed for the bras that I drove 2 hours away for!! I will NEVER go back inside another victoria secret again!!!

  Business Response

  Date: 07/18/2023

  HI *****,

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

  We would love to connect with you via phone. We have contacted you at the phone number provided and left a message to reach us directly. We look forward to speaking with you to support further.

  We will attempt to reach you again via phone as well.

  Thank you,

  ***** C.

  Customer Care Supervisor

  Customer Answer

  Date: 08/24/2023

  have tried returning the call could you plesse provide me with a direct contact so i can call
  

  Business Response

  Date: 08/24/2023

  Hello-

  You are welcome to call us at your earliest convenience at ###-###-#### or ###-###-#### (outside the U.S. and Canada) Monday through Saturday between the hours of 10:00AM and 8:00PM EST. We look forward to speaking with you.

  Thank you,

  *******