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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/08/2023

      Type:Customer Service Issues
      Status:
      UnresolvedMore 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.
      On June 8 2023 I placed an order order number ********** I wanted to pay for next day shipping I choose it but something wrong with there system and it picked free shipping by June 16. I am traveling so o would not be here on the 16 I contacted vs right away I was speaking with someone and call drop I call and it saying long hold time over 30 minutes. I contact the chat the worse poor customer I was told they’re doing multiple things I can’t speak with a supervisor none available I have to call in for a one one by a rep name ****. I felt like he was arguing with me as a customer he told I have to order it over I pass 30 with I did not is because he was doing multiple things. Sorry not a satisfied customer. At all.

      Business Response

      Date: 06/15/2023

      Victoria's Secret has attempted to contact the consumer but unsuccessful via the phone number on file. We've also emailed the consumer with no response. We issued a full refund on 6/15/23 for the purchase. The consumer should allow 3-5 business days for that to reflect in their account. Victoria's Secret is considering this closed at this time. 

      Customer Answer

      Date: 06/20/2023

      I did not pay with my bank card I paid with a gift card. 

    • Initial Complaint

      Date:06/04/2023

      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 contacted this business via Customer Service Chat on 6/1/2023, and spoke with a customer service rep who promised to send a Free Return Label via email, so I could return some items recently purchased. Instead of sending me a Free Return Label, I was sent an Order Change Confirmation email (see attachment). I contacted Customer Service Chat again, and I was disconnected. I contacted the Chat again for the third and last time, and I explained my situation and provided all requested information, yet when connected with a live person they did not work on my issue at all. Instead they asked me questions that I was already asked and answered. They kept asking for additional minutes to review the issue but never did anything to solve it. This is unacceptable. I eventually asked for a manager to step in, and the customer service rep disregarded my request. I am asking for the Free Return Label to be emailed to me and for this business to confirm they did NOT double charge me per the "Order Change Confirmation" email.

      Business Response

      Date: 06/07/2023

      Hi Una,

      We are very sorry to hear about the frustration experienced when contacting our customer care team on various occasions. We will be certain to review the interactions you mentioned and follow up with the individuals you were chatting with. 

      We have contacted you via email and provided a direct link to print a USPS return label. You may access it here as well.

      This label can be used to mail your items back to our distribution center for return. Please allow 14 business days for us to receive and process your return. Once we have processed your return, you will receive an email confirming the credit.

      We hope this takes care of your concern. If we can support further, please let us know.

      Best,

      ***** **

      Customer Care Supervisor 

      Customer Answer

      Date: 06/07/2023

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

    • Initial Complaint

      Date:06/03/2023

      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.
      We are trying to exchange a couple defective sports bras where the zippers do not work when the bra is on. The manager was literally yelling at us because we would not accept her diagnosis that the bra is fine since it zipped up when it wasn't on. Why would I want to exchange a brand new bra that works fine for the same exact bra? The other bra was the wrong size with the tags on and she would not exchange it and said she doesn't have the size in store she said "what do you want me to do". Then she said she cannot exchange it because she doesn't know what I paid for it. WHAT? I just wanted the same bra just a different size? I own probably 40 plus of these bras.

      Business Response

      Date: 06/05/2023

      Hello,

      Thank you for contacting our customer care team regarding your defective sports bra. Our records reflect a gift card issued for the value of the defective bra, to offer the opportunity to repurchase a new bra at your convenience. We appreciate you bringing this matter to our attention and have shared your experience with our store leadership team to review. 

      We hope this takes care of your concern. If we can support further, please let us know.

      Best,

      ***** 

    • Initial Complaint

      Date:06/02/2023

      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.
      4/30/23 went to VS store on 159th Street &, Torrence Ave, Calumet City, IL 60409 to get a refund for leggings with receipt. Clerk refused return stating that a coupon for your next visit had been issued at purchase and that items cannot be refunded without that zero monetary value coupon. Coupon was not was available as the only item I have ever needed to get a refund has always been a receipt. I contacted customer service and was told a refund should have been given in store but offered to issue refund via check & refund credit back to debit card used within 12 business days and check 21 days. Called back 5/12/23, 6/1/23, and 6/2/23 at which I completed a complaint with ***** a supervisor for store relations. I am making a complaint BBB on behalf of my 15 year old daughter who made the purchase on her debit card and has been waiting for a refund to that card and paper check since 4/30/23. A clerk decided she didn't want follow store policy and now store is procrastinating with the refund.

      Business Response

      Date: 06/05/2023

      Hello, 

      Our records reflect that we have requested an expedited check to be issued for the amount of the return. We have also sent a confirmation email to the verified email address providing these details with the estimated delivery timeframe of 7-10 business days. This check will arrive via FedEx.

      If we can support further, please let us know.

      Thanks,

      *****

      Customer Answer

      Date: 06/06/2023

       this is a 2 part payment/ refund issue. Debit card used wasn't credited or mentioned in response. Im requesting a full refund of both payments used. No refund since request on 4-30-23 has been received. 

       

      Business Response

      Date: 06/06/2023

      Hi *****,

      Thank you for your response. I am very sorry for the missing information related to the second credit.

      We have confirmed the credit card refund request for $34.67 has also been issued back to the original form of payment. Please allow 10-15 business days for this credit to appear. 

      We hope this resolves this matter for you. If we can support further, please let us know.

      Best,

      ***** 

    • Initial Complaint

      Date:05/20/2023

      Type:Customer Service 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 normally shop online or in another store location. The location in Bismarck, ND in the Kirkwood Mall had the worst customer service and I was overcharged! I have never in my life been treated so rudely at a Victoria Secret. The gal that checked us out acted as though we were interfering with her day. There was absolutely no friendly atmosphere and no one asked if we needed any help. Naturally I didn’t notice their mistake until I was already out of town. Called and the gal was just as rude and hung up after telling me there was nothing she could do. This experience definitely has irritated me and makes me want to close my Victoria credit card account!

      Business Response

      Date: 05/31/2023

      Hello, we have engaged with the customer and issued a refund as promised. We also sent a confirmation email providing these details.

      Customer Answer

      Date: 06/08/2023

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

    • Initial Complaint

      Date:05/18/2023

      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.
      Sends me credit card offers and will not opt me out without my social security number. When I call the number to speak with live person I'm told to call the computerized number that doesn't recognize my address. To continue to send me credit offers is harassment.

      Business Response

      Date: 06/02/2023

      Hello,

      We have submitted the removal of this customers information from Victoria's Secret and PINK marketing as well as an Opt-Out request with credit agencies for credit firm offers.

      We have shared the timeframes to expect reduction in receiving additional mailers/offers and steps to take should she have further questions.

      Thank you,

      ***** *.

    • Initial Complaint

      Date:05/07/2023

      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.
      Purchased items online 3/30/2023 went in store to return 2 items on April 8 2023 but the system in store would not let them so ended up mailing it back instead . I called customer service of the incident and when I will be refunded . She ended up doing a price adjustment on the items sent a email saying my order was less then . When I received my refund it was after the fact of the price adjustment and in a form of a gift card .. when I was well in my 30 days to receive original form of payment .. I kept calling and they said the refund was sent when it hasent I called my American Express credit card and no refund was sent over at all they said they would call and give me the reference number on one ever did .. never received my refund for the price adjustment .. only after the pre ice adjustment was mad I received $9 in a gift card for item the I did not pay $9 for .. I’m canceling my credit card and never will do business with them again they robbed me of my money and today is may 7 2023 I gave them almost a month to send me my original refund form of payment for 2 intend that have been out of my possession since April 8,2023 ..

      Business Response

      Date: 05/08/2023

      VS&Co. has contacted the consumer via phone with no success. We emailed the customer on 5/8 sharing we are doing a credit reference number for the credit back to the account as we can see it was issued on our end. Once we have that information, we will share out with the consumer. We are considering this matter closed. 

      Customer Answer

      Date: 05/17/2023

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

      Date:05/07/2023

      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 the bling strap in store on thursday and it’s sunday and all the rhinestones on the bra are gone. like completely gone. how can this happen? it hasn’t even been a full week. this bra is 70 dollars and it’s so cheaply made and has terrible quality, DONT PURCHASE.

      Business Response

      Date: 05/08/2023

      VS&Co. communicated with the consumer on 5/8/23, issuing a gift card for their concern to their email address. You may consider this case closed. 
    • Initial Complaint

      Date:04/21/2023

      Type:Sales and Advertising 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.
      Purchased items online and since that time have received numerous e mails DAILY. Have unsubscribed on several occasions and after still receiving e mails placed a call to corporate and was told I would have to give my name, address, phone number to unsubscribe. I refused feeling I was added to their list using only the email that I gave to order items and should be cancelled in the same manner. Company statement say to unsubscribe simply click " unsubscribe". Also felt my personal information would be sold to data brokers if willingly given to them. I NEVER WANT ANYTHING FROM THIS STORE AGAIN. I WANT MY EMAIL REMOVED FROM THEIR MAILING LIST.

      Business Response

      Date: 04/24/2023

      Hello,

      The business has contacted customer via email and requested the deletion of the provided email address, from all marketing. Also provided privacy details to review based on information shared via email.

      If you need further support, please let us know.

      Thanks,

      ***** C.

      Customer Answer

      Date: 04/27/2023

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

    • Initial Complaint

      Date:04/20/2023

      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 was at the Victoria’s Secret store at 649 Fifth Avenue, New York, NY, returning online order # **********. The total for this order is $44.90; The original payment method used for this order was $10.24 charged on my Visa card and remaining $34.66 was charged to a Victoria’s Secret gift card.

      Cashier ****** told me that refund will be credited back to exactly how it was paid; she showed me on screen that $10.24 will be back to Visa card and $34.66 back to gift card; however, she finalized the refund incorrectly and put entire refund balance of $44.90 to a gift card. I noticed this error right away, told her that she needs to make correction to credit $10.24 back to my Visa card and reduce the gift card balance by $10.24. ****** said nobody at the store is able to void this wrong refund method since it is online order, she called Customer service for me in store and after she hung up with Customer service, she told me that Customer Service set up case #********, and a customer service rep will contact me to issue refund back to Visa card.

      However, I waited, no customer service rep had called me or emailed me to give me any status update for crediting the $10.24 back to my Visa card. I feel VS is cheating me and forced me to purchase the extra $10.24 to a gift card without my consent. The cashier at register is very negligent!!!

      Business Response

      Date: 04/21/2023

      Hello,

      The customer has contacted our customer care team directly and was issued a refund back to original form of payment as requested. 

      Please let us know if we can support with anything further.

      Thanks,

       ***** C.

      Customer Answer

      Date: 04/21/2023

       the company did not provide me any receipt or proof that they process the refund. My credit card did not receive the $10.24 credit although the company claimed they issued the refund. Please keep this case open until my credit card received the refund. 

      Business Response

      Date: 04/21/2023

      Hello,

      We are happy to provide additional details regarding the processed refund.

      A refund in the amount of $10.24 was issued back to the original form of payment on 4/20/2023. Please reference case number ******** as confirmation of the refund processed. 

      We also sent a confirmation email to the email address on file and noted on this complaint. This email was sent on 4/20/2023 confirming the credit as well as the 7-10 business day timeframe allotted to receive the requested refund. 

      We hope you find this information helpful. Should you have any further questions or need additional support, please feel free to contact our customer care team. 

      Thanks,

      ***** C.

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