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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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    Customer Complaints Summary

    • 423 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:03/22/2023

      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 have placed 2 ordered and paid via gift card. 1st time March 8th, 2023 264.22 and only received 2 of the items in the whole shipment. Victoria Secret forgot to send the rest. So on March 17th ******** gave me back my money on a gift card. I place a new order on March 18th with an associate and am given price match of 50 off since I had spent so much. I spent over 400 dollars. I am supposed to get my package expedite shipped on the 21st here in ohio. The 21st I check and my order had been canceled. Not by me. I call your 1800 number and they were not able to help me. I am just out all the promises from your company and 400 plus dollars.

      Business Response

      Date: 03/31/2023

      Victoria's Secret attempted to engage with the consumer with no success. In order to support the consumer, we will need to speak to the customer directly. They can reach us at ###-###-#### or ###-###-#### (outside the U.S. and Canada) between the hours of 9:30AM and 8:00PM EST.  At this time, we are considering this case closed. 

    • Initial Complaint

      Date:03/19/2023

      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 “Victoria's Secret Lace Trim Slip, ********, Color - (34Y5), Size M” to Victoria’s Secret by shipping it back on 02/20/2023. But it has not been refunded yet. Would you please refund $15.97 to my credit card as soon as possible? Thanks.

      Business Response

      Date: 03/24/2023

      Victoria's Secret has attempted to engage with this customer multiple times with no success. We've attempted via phone and sent an email on 3/21, we've not heard back from the consumer. We will consider this closed at this time. 

      Customer Answer

      Date: 03/25/2023

      I received a gift card with the amount of %15.97.

    • Initial Complaint

      Date:03/17/2023

      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.
      My coupon code is not working. It was mailed to my house. I am entering it correctly, it is not user error. It is for $10 off a purchase of $40. I have $40 worth of non- clearance items in my cart. It worked earlier this morning and I left to continue my day so I can repurchase it later. When I went to repurchase, the code was gone and it would not allow me to add it anymore. I do not want someone placing the order for me and THEN applying the code later. My account only has a certain amount and I'd like to place the order myself as I have another code to use as well. Chat keeps disconnecting with me and telling me I'm entering the code wrong and that there's nothing they can do. I'm worried by the time something is done, the sale will be over or the products I want will be unavailable.

      Business Response

      Date: 03/27/2023

      Victoria's Secret engaged with the consumer on 3.27 and issued a gift card via email to the consumer as invitation to shop again. You may consider this closed. 

      Customer Answer

      Date: 03/31/2023

      [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:03/02/2023

      Type:Customer Service 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 requested to have my information deleted /removed from the VS database. However I continue to receive denial responses inference to this request. I also tried to a request and the request form is down. I just want my personal information removed

      Business Response

      Date: 03/13/2023

      Victoria's Secret has submitted a request to have the consumers personal information removed from all systems. This request could take up to 21 business days to be removed. We consider this closed. 

      Customer Answer

      Date: 03/13/2023

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

    • Initial Complaint

      Date:03/01/2023

      Type:Customer Service 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 made a purchase from Victoria Secret online in January 2023. They started sending promotional emails to my inbox. I successfully unsubscribed with their unsubscribe link at least 6-8 times over the past two months and called to asked to be unsubscribed and I am still receiving emails from this company.

      Business Response

      Date: 03/07/2023

      Victoria's Secret engaged with the consumer on 3/2. Victoria's Secret granted the consumers request to have email address removed. You may consider this closed. 

      Customer Answer

      Date: 03/07/2023

      I have received two more marketing emails from Victoria's Secret since I was contacted and told I would be deleted from their marketing database. Please do not close this case until they can prove its resolved. Its a shame that a large company like VS has very little control over their email marketing lists. There is no point in me unsubscribing again because it does not work.

      Business Response

      Date: 04/04/2023

      Victoria's Secret submitted a request to have information unsubscribed, the consumer should no longer be receiving emails. This matter has been resolved. 

      Customer Answer

      Date: 04/05/2023

      [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. Hopefully it really is resolved this time.

      Regards,



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

    • Initial Complaint

      Date:02/28/2023

      Type:Billing 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.
      On 1/17/23 I placed an order on victoriassecret.com for $53.90. The package arrived to my home on 1/21/23 torn open, with the contents exposed. I immediately contacted customer service, and asked if I could return the entire order in store, the rep told me I could, and issued me a $25 E-gift card for future use.
      On 1/28/23, I visited the Victoria's Secret Kenwood location to return the order, and while there, I purchased a bra for $59.95, and paid with my $25.00 gift card, and the remaining balance with my Victoria's Secret Credit Card. It wasn't until I reviewed my statement that I realized that this transaction had not been processed correctly. There were two issues:
      1) The cashier only issued me a partial refund, for $43.12 instead of $53.90, only processing a return for 8 items instead of the 10 items that I returned.
      2) The $25 gift card had not been applied to my purchase. The instructions on the gift card says it can be used in store, by presenting my mobile device containing the barcode to be scanned by the cashier. This is what I did; the cashier took my phone out of my hand, scanned the coupon, and handed my device back, and finished the transaction.
      On 1/27/23, I contacted customer service, and the rep helped me resolve the first issue, and credited my account for an additional $10.78. I still couldn't figure out why my balance was so high, and I was told that the gift card was never applied to my purchase, and I have to pay for this error.
      Since the cahier failed to apply the gift card correctly, I am being charged full price. I was told the best that can be done is to issue a credit to my store card for $21.51, and I am not satisfied with this. All this does is transfer the credit from my gift card to my store card. All I want is for the $25 to be deducted from my in-store purchase of $59.95, as the cashier led me to believe it was. It is unfair to me, and unethical that I redeemed a gift card, only to be billed for the full price of the purchase.

      Business Response

      Date: 03/07/2023

      Victoria's Secret engaged with customer. Victoria's Secret issued a gift card. We consider this closed. 

      Customer Answer

      Date: 03/08/2023

      I accept the business's response to resolve this complaint, but I am not completely satisfied, as this gift card is for FUTURE use, and does not apply to the transaction described in the original complaint. 

    • Initial Complaint

      Date:02/27/2023

      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.
      Thank you for listening. I am having major problems with Victoria secret. Please see the enclosed picture of the purse I bought which broke. They would not take the purse back and refund me the original price paid. I need them to refund the original price paid or give me store credit ASAP. Thanks. **** *** *** ****

      Business Response

      Date: 03/02/2023

      Victoria's Secret engaged with the customer on 3/1. Victoria's Secret has issued a refund in the form of a check. We consider this case closed. 

      Customer Answer

      Date: 03/02/2023

      thank you, I would like to keep this open until I get the check. Thank you so much.


    • Initial Complaint

      Date:02/25/2023

      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.
      I returned part of an order I placed online and shipped to me12/29/2022.The tracking shows I received the item on 1/7/2023, however, I received it 2 days later on 2/9/23. The return date where I printed the return label & brought to the carrier was 2/7/23.but that's still 30 days from receiving it.The web site says "you have 30 days to return" on the main Q&A regarding shipping & returns.The customer service rep I just talked to over chat was not understanding, argumentative and rude . She insisted that the return window starts as soon as you place the order, regardless when its received.in addition, it is absolutely ridiculous to expect that customers will return merchandise within 30 days of dispatch, regardless of when it was received. And not only that - but it is also expected that the customer will then perfectly time the return, regardless of not being able to control the actual time the service courier or weather conditions that may cause further delay, but it is expected that the return would accurately reach THE FACILITY back within the 30 days from dispatch to customer,not from receiving the order in the mail (as I ordered online). So - I waited 10 days to get my order and I have about 10 days or so probably of transit time back to the facility, and so in reality- i need to receive, try on, and plan my return within the 10 days in between. That's such a bad, deceiving business practice! Very disappointing! I was told it is clearly stated on the web site , but in the general conditions it only says " return within 30 days" - now if you dig deeper, there's a whole another section. But again - it doesn't specify that they are looking not at the SHIP BACK transaction date, they are looking at the date the return actuallyREACHES THE FACILITY BACK!That is simply ludacris & not at all common practice for businesses and I guess that's how they get you. Be warned,..and needless to say, this business lost another customer.No wonder this company is going down fast

      Business Response

      Date: 03/02/2023

      Victoria's Secret engaged with the customer on 2/28. Victoria's Secret devalued the gift card and issued a credit in that amount back to the original form of payment. Victoria's Secret considers this closed. 

      Customer Answer

      Date: 03/02/2023

      I accept the business's response to resolve this complaint. In fact, I was extremely impressed by the approach and speedy resolution. It definitely turned my negative experience around. 

    • Initial Complaint

      Date:02/22/2023

      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.
      During the past 8 years I have been a customer of VS. Today my daughter came home crying because her FIG scrub( she is in Dental School) got damaged by her bra. This was the first time wearing a black bra from Pink. The bra has been hand wash in cold water prior her using it. She is very good of raking care of her bras. They ate always hand wash and as I mentioned never had a problem in the past. I called your customer service twice and first I was assisted by a rude ****** rep. which pretty much told me " a well". She asked for a receipt. I have hundreds of receipt from last year and I had no ideea which receipt was for this particular bra.
      Second time I was assisted by a nice representative but she transfered me to the wrong department.
      So two hours later I'm here sending an email
      If I will not hear back from you within 25 hours I'm so sorry but I have no option other then ask for legal help and post the video I took all over social media. I need a bra replacement and $64 compensation so I can replace the fig scrub!
      I will attach the pictures I took and I have several videos available on request

      Business Response

      Date: 03/02/2023

      Victoria's Secret engaged with the customer on 2/24. Victoria's Secret has issued a refund for the items and sent a replacement item. You may consider this closed. 

    • Initial Complaint

      Date:02/22/2023

      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 paid $106.02 for an order of three pairs of shorts. Never received it. I was told to wait as it may be delayed. I did. When I asked for a refund the company told me it had been past the 60 days. They just took my money and never sent the item.

      Business Response

      Date: 02/24/2023

      Victoria's Secret engaged with the consumer on 2/23 and issued a replacement order with expedited shipping at no cost. You may consider this closed. 

      Customer Answer

      Date: 02/24/2023

      [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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