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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

    • 422 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:07/11/2023

      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.
      I ordered a couple of items online. I returned two of them because I didn’t like the way they fit as I returned them. I purchased one more item out of the store. I paid with my PayPal credit card when I went to return the item for the third time I ask for my money back and they won’t give me back my money. They only want to give me a gift card and I never pay with a gift card. I paid on my PayPal credit card, I want my money back they’re telling me I don’t get my money back. All I get is a gift card I don’t want a gift card. I want it back in the original payment which was my PayPal card please and thank you and when I made the original return, she also gave me back eight dollars and some change on my PayPal card so they know I paid with my PayPal credit card. They can see it on the receipt.

      Business Response

      Date: 07/18/2023

      Hello,

      We're sorry to hear about your recent return experience. We are happy to help.

      We have contacted you via email regarding your inquiry, requesting the following. Once we receive a response via email, we will be happy to support further. 

      Please provide the following details from your receipt for your store purchase:
      Date of purchase
      Store number
      Transaction number
       Register number
      Gift card number you were issued

      We look forward to your reply. 

      ****** C.

      Customer Care Supervisor 

    • Initial Complaint

      Date:07/11/2023

      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.
      I recently visited Victoria’s Secret at Galleria mall in Dallas texas. I explained that I needed a refitting done as I have made many purchases from the brand but don’t seem to have the right fit . The consultant had me try on several different items and measured me a few times I was on the store for about 1 hour and 30 mins . This was because the consultant kept giving me the incorrect size bras to try on.eventually she gave me a few that she suggested would be fine . I paid and left the store . I decided to return these items and was told by another branch in prosper texas that they can’t . I asked why she said because it was a day outside of the return period I asked if I could exchange the items as none of them fit me correctly at all . She looks at me and states well there is nothing she can do , I showed her the little measurement card that was given to me and she responded by saying she is so sorry I had this experience as she can see that is not my size .but there is nothing she can .. I’m appalled as I have spent a lot of money at this store and it seems if the customers size is not available then they simply sell you whatever is to make sales. This is awful service for such a large brand .
      I expect a full refund for my items and I do have the receipt and N more than happy to return then at they still have tags on and I have no use for them .I will no longer be supporting this brand

      Business Response

      Date: 07/18/2023

      Hello,

      We're sorry to hear about your recent shopping experience. We have contacted you via email requesting the following details and awaiting your response to support further. We have received the provided images but are awaiting confirmation of the items being returned. 

      Please provide the following:

      Clarify which items were being returned

      We look forward to your reply via email to assist you further.

      Best,

      ***** C.

      Customer Care Supervisor. 

    • Initial Complaint

      Date:07/10/2023

      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.
      Returned products within 24 hours of receiving on line order and they issued me a merchandise credit instead of refunding my credit card that I paid with.

      Business Response

      Date: 07/14/2023

      Hello *****,

      Thank you for reaching out to us regarding your recent return. We have contacted you via email and phone, requesting additional details to support in resolving your concern.

      We look forward to hearing back from you.

      Thanks,

      ***** C.

      Customer Care Supervisor 

       

    • Initial Complaint

      Date:07/07/2023

      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.
      Hello,

      I already tried contacting support for help and what they advised me would happen has not happened.

      On June 29th, I attempted to check out my cart with 30 items for $439.40. I received an error message informing me my order did not go through. HOWEVER, I did get a pending charge on my account for $439.40.

      I did not receive a confirmation code, a tracking number, or an email. It is just a random pending order that will not go away. This happened to me 2X, as I was advised the issue was fixed after the first time.

      When I called support, I was advised it would go away in 3-5 days. It has been a full 7 days. And I really need my $$ back.

      I need the 2 pending charges to be dropped, so I can pay my rent and do what I need to do.

      I did have a chance to shop the sale a little bit, but I have to say I’m a little sad I couldn’t figure this out with you guys before most of the stuff in my size in the sale was gone ://

      I would appreciate a call when you have time before 3pm pacific time.
      Thank you.

      Business Response

      Date: 07/11/2023

      Hi *********,

      We're sorry to hear about the pending authorizations holding on your account. 

      After further review, we have confirmed that the attempted orders have been cancelled and the pending authorization will release back to your original form of payment. Please note, while we share a 3-5 business day timeframe for these to fall off, some financial institutions including pre-paid cards may take up to 30 days for the funds to go back to the account. 

      We understand your disappointment with this and apologize for the delay. Our records reflect we have also sent you a $150 Electronic Gift Card as a goodwill gesture. 

      Thank you for allowing us the chance to resolve this matter for you.

      Best,

      ***** **

      Customer Care Supervisor 

    • Initial Complaint

      Date:07/06/2023

      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 in June. This never shipped. I called in they said the order reshipped it and I would get it it here July 1 as of now the package is still showing no movement. No updates have been sent and no refund has been made. When I spoke with the second rep she assured me that even though late it would arrive. I need my money back. I have shopped with VS for 30 years and never had a reason to complain. But this is a terrible customer experience. I have lost faith and will not be shopping with you again after this is resolved.

      Business Response

      Date: 07/10/2023

      Hello,

      We're sorry to hear about your recent online shopping experience. 

      We have issued a refund back to your original form of payment, as requested. Please allow 3-5 business days for this refund to post to your account, from the date it was issued. 

      Please let us know if you have any questions.

      Thanks,

      ***** C.

      Customer Care Supervisor 

    • Initial Complaint

      Date:07/05/2023

      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.
      I went to a Victoria Secret store to get fitted for a bra. The employee doing my fitting spent at least an 1:30 min fitting me and my daughter. We tried on various bras to find the right fit for us. The bra was needed for a special occasion. On the date of my event I wore the bra, and had it on for at least 5 hours. The bra cut into skin, and was too small. I got fitted last year at VS, I was in a 40 C. When I got fitted this time the employee fitted me in a 34 DDD. I haven’t lost any weight, but I took the advice of the employee per they are the experts. I took the bra back on the 30th day and the employee refused to take the bra back per there was 1 extra day in the month. I put my faith in the associate and the company. I would like a credit or a bra that fits me. I am leery about trusting them again, but I still need a bra. The company should be liable when one of their employees makes a mistake. That employee represents Victoria Secret. They need to be accountable when one of their employees inaccurately fits a customer. In my opinion, that’s the least they should do.

      Thank you,
      ********* *********

      Business Response

      Date: 07/10/2023

      Hello,

      We're sorry to hear about your recent shopping experience.

      We have processed a refund to your original form of payment for the bra, as well as sent a $25 Electronic Gift Card as an initiation to shop with us again. We also look forward to receiving the information from your receipt to process a refund for the difference in price for your newly purchased bra. 

       We hope this takes care of everything for you.

      Please let us know if we can support further.

      Thanks,

       ***** **

      Customer Care Supervisor 

    • Initial Complaint

      Date:07/05/2023

      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.
      The products I bought are faulty and fell apart / shredded within months of purchasing and this is not the first time of this happening. This is the first time it happened to every single pair of panties. This is unacceptable and there is no way to contact customer service other than a return and the return policy is 30 days on new items only. These should not be falling apart within 2 months.

      Order #********** April 14 2023

      Order #********** July 12 2022

      Business Response

      Date: 07/06/2023

      Hello,

      We're sorry to hear about the disappointment with your previous purchase.

      We have issued a full refund for the associated orders, to issue a gift card for the value. 

      We hope this resolves this concern for you. Please let us know if we can support further.

      Best,

       ***** *.

      Customer Care Supervisor 

    • Initial Complaint

      Date:06/26/2023

      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.
      Order #**********
      I returned 3 out of the 4 items from this order
      I used the label provided by the company to return the items
      They do not have the tracking number of the label that they provided to me
      The item was shipped through USPS
      June 15, 2023
      They have no tracking to show the order was returned
      I want my refund of $93
      That is ridiculous to not have tracking on a label they provided to their customer

      Business Response

      Date: 07/05/2023

      Hello ,
       
      We're sorry to hear about the delay in receiving your refund for the returned merchandise.

      To be able to further support with the items that were returned, we have contacted you via email to gather some additional information.
       
      Once we receive this information, we will be happy to support you further.

      Thanks,

       ***** C. 

      Customer Care Supervisor 

      Customer Answer

      Date: 07/05/2023

      refund has been sent to my account 


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


    • Initial Complaint

      Date:06/21/2023

      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.
      Purchase of 9 items was made online on June 12 (Order#**********). The package was delivered the following week with only 8 items. Missing was a bra with a value of $32.06 + tax.

      Upon reaching out to customer service a response was received indicating they looked into it and the package was the expected weight at the time it left their facility and they will not be processing a refund for this item.

      There was without a doubt an item missing from this package. The package was sealed upon arrival and upon reading other complaints online it appears that this is a regular occurrence and in my opinion constitutes fraud.

      This issue needs to be resolved immediately.

      Business Response

      Date: 06/29/2023

      HI,

      Thank you for contacting us. We're sorry to hear about the disappointment with your recent purchase. 

      We have issued a refund for the missing items back to your original form of payment. Please allow 3-5 business days to receive this credit. We have also provided this information to you via email.

       Please let us know if we can support further.

      Best,

       ***** C.

      Customer Care Supervisor

      Customer Answer

      Date: 07/10/2023

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

    • Initial Complaint

      Date:06/09/2023

      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.
      I purchased a twist multi-way bikini top from Victoria Secret, item number ********/393282 on order number **********. I also purchase 2 pairs of bottoms to go with the top. The bikini top was not included in the package that was delivered from Victoria Secret. I contacted them to see if it could be sent and they replied “ ****** (Victoria's Secret)
      Jun 9, 2023, 10:30 GMT+1
      Dear ********,
       
      Thank you for the information provided.
       
      Upon further investigation, we have confirmed your order was the expected weight of the items you ordered and the packaging at the time it left our facility. The package was checked at various times throughout the shipping journey and continued to be the expected weight with the carrier until delivery of your items.
       
      Based on this confirmation, we are unable to process a refund or reshipment of your items.
       
      If you have any further queries, we recommend reaching out to the carrier.” I do not know how they came to this conclusion because the item was definitely not included in the package that I received. This item cost $20.38 plus tax however I also sent an additional $34.94 +tax on bottoms that now do not have a coordinating top. I’m also angry that their message implies that I’m being dishonest because they don’t believe the item is missing. I would like them to send me the missing item and if that it not possible, issue a refund.

      Business Response

      Date: 06/15/2023

      Victoria's Secret has issued a refund for the missing item. The consumer should receive their credit in up to 30 business days. We consider this matter closed. 

      Customer Answer

      Date: 06/19/2023

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

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