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

  3425 Morse Xing Columbus, OH 43219-6014

• 

  Victoria's Secret

  3575 Maple Ave Ste 422 Zanesville, OH 43701-1010

• 

  Victoria's Secret

  219 Eastview Mall Victor, NY 14564

• 

  Victoria's Secret

  140 Glastonbury Blvd Glastonbury, CT 06033

• 

  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:04/18/2023

  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.

  I am completely and utterly humiliated as a 63 year old woman who has been shopping at Victoria’s Secret for decades I can’t believe the experience I had at the Beverly Boulevard location in Los Angeles on Monday April 3. I came in to return to ill fitting bras. I had spent well over $100 on these bras combined. I was rudely told by the woman working at the cashier‘s that they would not be accepting my return today since they thought that the bras had been used. I explain that I have returned stuff I have worn once before, and there was no problem with the return. She said well that was before, and now they would not be helping me with the return. She also called over another woman who was working there, and they examine the bras that was when one of the workers said in the rudest tone, “she also stretched it out too, look”. They pretended to turn away so that they could laugh. I have never shamed for my way in a Victoria’s Secret store before, so I was completely and utterly appalled. At this point, I notice the long line of ladies behind me waiting to check out who also heard what the woman had said, but did not say a word. I do not remember the name of the associates as I quickly gathered my belongings and headed right out of the store. all I can remember is it was two young women. I’ve been too fearful to enter another Victoria’s Secret in fear of being shamed eventually I just threw away the bras because they weren’t working out and I’m out over 100 bucks. I shop at Victoria’s Secret to feel confident and valued as a customer not to be belittled and embarrassed over returning some bras. Please excuse any typos or problems within my post as I am using a voice to text application because I am unable to type at the moment due to certain physical limitations. Thank you for taking the time to read my complaint here at BBB

  Business Response

  Date: 04/24/2023

  Hello,

  The business has contacted the customer via email and will attempt to reach her by phone at the contact information provided.

  We are happy to support. Please reply to the email sharing the best time to reach you, or contact us directly at ###-###-####. 

  Thank you,

  ***** C.

  Customer Answer

  Date: 04/24/2023

  Thank you for the follow up however I emailed back at the email I was messaged from by ****** Victoria’s Secret and the victoria’s secret inbox notified me that the address is a non response address so my email did not go through despite being told to respond to that email. I also contacted VS via chat and was told my case would be forwarded yet nothing has happened. I will paste my response to the original email below. “Hello and Good morning ******, I received your email. Unfortunately, I am unable to communicate via phone due to personal reasons that involve my inability to communicate properly and coherently when I am speaking to someone I am not familiar with. I would much prefer to chat via email and would greatly appreciate if you can accommodate my request. If the company is not able to chat via email under any circumstance I appreciate your time in responding to the original email, however I will not be able to further communicate. If you can, that would be absolutely wonderful. Thank you for your time.” 
  
  

  Customer Answer

  Date: 04/25/2023

  Hello there thanks for reaching out. I wasn’t sure whether to reject or accept the response as I just wanted to respond and let you know I did respond to ******’s newest email and received it. Thank you very much.
  

  Business Response

  Date: 05/08/2023

  VS&Co. has attempted to contact the consumer on multiple occasions with no success. In order to support the customer, we need to speak to her directly to resolve the concern. We have attempted on 4/21, 4/24 & 4/26. The customer replied to our email on 4/24 and we responded directing the consumer to call us at our direct line. We are considering this matter closed due to no response. Thank you - 

• Initial Complaint

  Date:04/18/2023

  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 am unable to use my Victorias Secret rewards. Victorias Secret rewards are considered a byproduct of spending money at Victorias Secret using the branded credit card. When I initially signed up for the credit card, they were considered like cash. Now they are looked at as a coupon and this is at least the 6th time I've entered the code for my reward online or tried to use it in store and it was considered not valid. I've had to call the customer service number or chat online and even sometimes then, it was still considered not valid. I have had to throw away at least $200 in rewards and coupons because they weren't accepted. As a longstanding cardholder, I find this extremely distasteful. Seems as though they are attempting to scam customers by offering discounts that don't exist. I am requesting a Victorias Secret credit card bill credit in the amount of $200 as I will no longer be using my card or purchasing from the retailer.

  Business Response

  Date: 04/21/2023

  Hello-

  We have contacted the customer directly and issued a gift card for the value of the missed rewards. 

  Please let us know if we can support further.

  Thanks,

  ***** C.

• Initial Complaint

  Date:04/17/2023

  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.

  I went into the Short hills location today 04/17/2023, to my pay my credit bill. I waited over 45 minutes in line behind one customer whom was making a large return on the register with the store manager. The manager refused to open another register for the long line of consumers waiting. I was then told that I can not pay my credit card bill in store with my debit card. Which is unacceptable. Then I was told in a sarcastic manner by a young woman about the age of 18 years that Victoria’s Secret has never accepted in store payments. I have been paying my credit card bill in store for over 5 years with my debit card. This is greatly unacceptable. I shop regularly with Victoria’s Secret and this encounter made me feel like the company does not care about me as a consumer. They would rather my credit card go delinquent and accumulate late fees than allow me to pay bill in store. Very unacceptable.

  Business Response

  Date: 04/24/2023

  Hello,

  The business has attempted to contact the customer directly but have been unsuccessful. 

  We are happy to support, however we do ask that the customer return our call or contact customer care directly.

  Thanks,

  ***** C.

   

• Initial Complaint

  Date:04/16/2023

  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 purchased two bottles of perfume on 4/14 for a birthday gift. When I went to the store to pick it up I was advised that the store had no record of my purchase. The rep told me to come back in two hours; however, it still wasn't ready. I was unable to present the gift and had to purchase something else. I'm not sure why the purchase took 24 hours when I was directly in the store. This was a huge inconvenience!

  Business Response

  Date: 04/21/2023

  Hello,

  We have contacted the customer directly in regards to the experience, and shared her feedback with the appropriate teams. We have also issued a gift card as an invitation to shop with us again.

  This matter has been resolved.

  Thanks,

  ***** C.

• Initial Complaint

  Date:04/02/2023

  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 found glass in my pink slipper. I made a video as I will send pictures. No entrance was found on my shoe in anyway to it to enter my shoe as I owned it. On video from start to finish I video cutting open my slipper and finding out I had glass inside my slipper. I haven’t gotten any responses back or an explanation from Victoria secret.

  Business Response

  Date: 04/10/2023

  Hello,

  We have contacted the customer directly, and sent a gift card for the slippers as well as provided a return label to return the slippers in question. Thank you,

  ***** *.

  VS&Co. Customer Care Supervisor

• Initial Complaint

  Date:03/30/2023

  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 have been a long-time customer of VS and have been visiting the location in Fort Myers for 8 years my daughter got her first sizing and bra there. The staff was always great. I think I have been through two management changes but My last two experiences at the fort Myers location have been terrible since the new management. The staff is not welcoming instead you feel like a bother, instead of having more associates at the register they are on the floor talking leaving the line long and when asked about a coupon they give you attitude, well the one with the “444 tattoos on her chest did” have the attitude when asked about a coupon

  Business Response

  Date: 04/12/2023

  Hello,

  We have attempted to contact the customer directly via phone and email. Unfortunately, we have not received a response at this time. 

  We would be happy to help. To do so, please contact us directly at  ###-###-#### or reply sharing the best contact information so we may reach you.

  Thank you,

  ***** *.

  VS&Co Customer Care Supervisor

• Initial Complaint

  Date:03/30/2023

  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.

  On March 29th 2023 at 5:44pm, I received an email saying my shipping address was changed in my Victoria’s secret account. I had not logged into the account since 2021. I immediately went to investigate, as I’m looking at my account I get another email at 5:47pm stating that an order has been placed with my Victoria’s Secret credit card. This was done without my consent. I called customer care at 5:52pm ###-###-#### to report the fraud and have the order cancelled. I was transferred to the fraud protection line ###-###-#### to further report the fraudulent charge. I was told all was taken care of and an investigation would be done. Today, March 30th, I see the order is still active in my account. I tried to cancel it via online chat and they told me it was too late and it was already sent out to the distribution center. How is it too late when I called less than ten minutes after it was placed the day before? Why wasn’t it cancelled when I asked? I called customer care again and was transferred 3 times until I get to the protection department again. I asked to verify that the fraud was actually placed, that my card was cancelled, and asked them to cancel the order. They said the fraud wasn’t even reported yet! And they had to issue me a new card when I was told it was issued the day before! They also told me it was too late to cancel the order. Victoria’s Secret does not take fraudulent charges seriously and couldn’t even take immediate action to protect a customer and cardholder’s private information. Now I’ll be receiving merchandise I didn’t order and I’ll have to go through the trouble to return it since they couldn’t cancel it when I asked. I will be cancelling my Victoria’s Secret credit card completely after the charge is removed. The charge has also been reported to the FTC. Please remove the charge and do not send me the merchandise that was purchased.

  Business Response

  Date: 04/12/2023

  Hello,

  We have contacted the customer directly via email and phone with no response. We have also processed a refund to original form of payment for the associated online order. 

  If further support is requested, we would be happy to help. Please contact us directly or reply to our previous email. 

  Thank you,

  ***** ** 

  Customer Answer

  Date: 04/12/2023

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

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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 placed an order on February 17, 2023 for 2 separate orders, one on Feb 18, 2023and one on Feb 20, 2023.
  ($126.85 + 137.48 + 76.25 + 145.06 = Total 485.64)
  I used my card in the Philippines and it was a debit card. After those order are placed the money/ total was taken out of my card immediately as it is "debit" card. When I placed these orders I am fully paid of my orders. I would be able to place an order without the money on my account. Some of my orders arrived and some did not. On Feb 27 $68 and Feb 28 2023 $47, there was an unknown charge on my debit card and called VS and was told they did not charge my card. So now ($126.85 + 137.48 + 76.25 + 145.06 + 68 + 47 = $600.64) Ok so now I they have my $600.64. I cant figure where was the charge coming from I called and again and was told those charges are from my orders. But how? I paid the full amount on my debit card why there are charges occurring still? They said that the amount when I purchased was just an authorization and they charge once they shipped. I have 4 orders and got another 2 weird additional charges. I have a weird feeling and called again and dig more about my orders because some got cancelled and some are still pending. Ok after spending hours on the phone now I was told that I have a balance of $68.78 on order # ********** and $10.61 for order # *********, they said I need to pay this in order for my orders to be sent out and the authorizations will be released. WHY WOULD I PAY FOR SOMETHING THAT I ALREADY PAID??? Ok so I paid and used my Victoria secret "credit card" and it went through and so now here are my charges. ($126.85 + 137.48 + 76.25 + 145.06 + 68 + 47 + 68.78 + 10.61 = $680.64). I paid it because I was told that the authorization will be released and of course that never happened. They cancelled the order and still pending on my account and they just have my money. I called my bank and tried to do the dispute but I was denied because I don't have enough documentation. I am frustrated I need my money, they keep transferring me to different agents and the last person I spoke with says something was not right but I cant figure it out so again I was transferred. Please help.

  Business Response

  Date: 04/21/2023

  Business stated there were no fraudulent charges.  Instead, the confusion lies in the exchange rate, which business has attempted to explain to the consumer.  Please see below:

  Below is a breakdown of the charges and reference numbers. We confirmed with Sales Audit and Client Line that there are no additional charges on the customers Visa. At this point, we have advised her to dispute charges she feels are incorrect with her bank but she states the bank won’t support her.

  Order #**********-****** ******
  
  $107.34-settled 2/22/23
  
  $19.51- settled 2/24/23
  
   
  
  O# **********-**** *******
  
  $145.06-settled 2/19/23
  
   
  
  O# *********6 
  
  $65.64-settled 2/25/23
  
  $1.89-refund 2/28/23 reference #***********************
  
  $8.75-refund 3/30/23 reference #***********************
  
  $55.00-refund 3/30/23 reference #*******************
  
   
  
  O#**********
  
  $52.83-settled 2/22
  
  $15.87-settled 2/24/23
  
  $0.14- refund 3/30/23 reference #***********************
  
  $15.73-refund 3/30/23 reference #***********************
  
  $52.83-refund 3/30/23 reference #***********************
  
  Looking at the bank statement we charged 50,578.10 PHP and refunded 27,920.45 PHP. The difference is 22,657.65 PHP or $404.61USD with today’s exchange rate. The customer will still see charges totaling $271.91 for the 2 highlighted orders. This is a difference of $132.7.  We reversed roughly $116.64 in authorizations. It’s possible the bank has not released the funds. 
  
    

  Customer Answer

  Date: 04/21/2023

  There was new charges that was charged on the card and I will attached it here. They said that they have already refunded but its not showing on the bank. They advised me to wait for 30 days. They are communicating with me and I appreciate that but it does not resolved the issues yet. I have called the bank as well and they are not seeing any refund. 
  
  
  

  Business Response

  Date: 05/04/2023

  Hello *** –

   

  We have responded to this complaint and it was denied by the customer. I sent a response to ********* as well since it is a very complex concern that we have worked hard to resolve. We have issued full credits and the customer has denied response until she sees those credits which can take up to 21 business days. Please let me know if you need us to response further, not sure we can share anything more outside our initial response.

   

  Thank you –

  *******

  Customer Answer

  Date: 05/17/2023

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

• Initial Complaint

  Date:03/26/2023

  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 returned some items at V/S. The employee took care of it- or so I though.. what she did was put my credit on my bank card ...but then she subtracted the refund back out. So basically it's a wash. I looked online at my bank acct... No refund added cuz adding the refund and then canceling the refund = Zero.
  So I called the next day and the woman understood everything and added my refund , again. Only to find again the same thing happened. I called back and they said they are having issues with their online services. She offered me an E- gift card for the refund. I said absolutely not. Then they still get my money and I want to spend my money where I choose. I asked for a supervisor and the Supervisor was too lazy to get on phone with me so she spoke thru a customer service woman on email. She too said take a E- gift card and I said No.
  I just want my refund added to my acct! Please!! This is ridiculous. Thru my attached pics you can see I did not receive any refund. You can also gather the order #'s.
  I was on the phone with them for over an hour. It shouldnt be this hard. Victoria Secret, please give my rightful refund. I spend a lot of money in your stores.

  Business Response

  Date: 03/31/2023

   The order was paid/refunded to PayPal. It was confirmed that we refunded the account on 3/23, no attempts were made to debit the amount back.

• Initial Complaint

  Date:03/25/2023

  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.

  My husband purchased a gift card for me for Christmas for $200. When we went to use the gift card it was declined and said there was a zero balance that the card had already been used. I have the gift receipt and the card in my possession, which also shows the area for the code has not been scratched off. The store manager told me they had some known fraud to call customer service. When I spoke to customer service I was told that they are not responsible for lost or stolen cards and they couldn't do anything for me. When I google this issue I see a very large number of people complaining this same scenario has happened to them. It appears that this company is taking people's money and then saying the cards are invalid and claiming they are not responsible for "stolen" cards.

  Business Response

  Date: 04/12/2023

  Hello,

  We have attempted to contact the customer directly via email and phone but have been unsuccessful. We're happy to support further. To do so, please call ###-###-#### or please reply to the recent email with the best number to reach you.

  Thank you,

  ***** **

  VS&Co Customer Care Supervisor