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

  1625 Western Avenue Albany, NY 12203

• 

  Victoria's Secret

  90 Elm St Ste 73 Enfield, CT 06082

• 

  Victoria's Secret

  1201 Boston Post Rd Milford, CT 06460

• 

  Victoria's Secret

  451 Union St Waterbury, CT 06706

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:01/24/2023

  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 items from Victoria's Secret via your online return by mail three times. I have not received refunds from ANY of these orders. They were returned well within the appropriate time for returns, so do not respond to me now that it's outside of the 60 day period. It is not my job to be chasing your store/customer service when they need to return money to a customer.
  
  Order Number: **********. I returned the sports bra and the plaid slip. This was returned in December after receiving it.
  
  Order: **********, which was from last spring I returned the gray panties because they were not how they looked online + a black modal bodysuit, which was not in person the way it looked online. It does not make sense that my order history states that part of a return was received, but you don't have any of the other items that were in the same package. That was processed all the way back on May 2nd, so there's no issue with the timing of the return.
  
  Order: ********** I also returned 3 lace bralettes in purple, red and black all the wrong size and a black bra the wireless everyday bra. Returned in July
  
  The total of the return is: $149.07 + 3x $8 + 11 for shipping = $184.07
  
  Your customer service was unhelpful and useless in navigating this. Sounds like a major issue with the warehouse and fulfilment.

  Business Response

  Date: 01/24/2023

  Hello,

  We will reach out to the customer regarding her concerns and follow-up once we have done so.

  Thanks,

   ***** 

  VS&Co. Customer Care Supervisor

  Customer Answer

  Date: 01/25/2023

  I have not heard anything from Victoria's Secret at all. They can respond to me via my email address with my refund notification.
  

  Business Response

  Date: 01/26/2023

  Victoria's Secret responded to the consumer via email per their request with the refund details requested. This has been fully resolved. 

• Initial Complaint

  Date:01/24/2023

  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 received and email at 1:48 a.m stating that my account informations was changed. I called at noon central time to check on the issues I was told that it’s was not a credit card issue but with the Victoria Secrets company when I called them and spoke to a supervisor she told me I needed to delete my account and wait 12 hours to make a new one. I explained to here that it would delete all my purchase and points she then told me that was the only way to fix the issue. I spoke to here about the email and she had no knowledge of it and simply stated she can do nothing about it.

  Business Response

  Date: 01/24/2023

  Hello,

  We will reach out to the customer regarding the concerns and follow up once we have been able to connect.

  Thank you,

  ***** *

  VS&Co Customer Care Supervisor

  Customer Answer

  Date: 01/25/2023

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

• Initial Complaint

  Date:01/17/2023

  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 bra back in November. With thinking the quality is great I never questioned it. Well the bra contains rhinestones on the straps. They are not made to be removable or fall off. However 2 rows of rhinestones came off. I didn’t realize it until I realized my son ingested it causing an impaction!!! At this point I’m livid! I want my refund for the bra and my sons medical bill paid as he had to go through emergency care!! This is absolutely no joke and should be taken off the market! Nowhere in a disclosure does it state they may fall off or anything with warning!

  Business Response

  Date: 01/20/2023

  Victoria's Secret has issued a refund for the Rhinestone bra for the consumer. Due to the nature of the concern, we have also escalated the consumers concern for medical reimbursement to our Insurance Company for final resolution.  We have provided the feedback related to the Rhinestone Bra to our product development team for review. The consumer will work directly with our Insurance company to bring to final resolution.

  Customer Answer

  Date: 01/20/2023

  I am rejecting this response because: I am waiting on medical bills to be paid. 
  
  
  

  Business Response

  Date: 02/24/2023

  Per conversation with the business, the customer is not providing documentation that is needed to assist with this complaint.  Please supply requested documentation of proof of cost of medical bills to BBB within 5 business days or this complaint will be closed.  Please send the documentation to ***************************

  Customer Answer

  Date: 02/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18828182
  
  
  
  I am rejecting this response because: ALL documentation has been provided! I did it the same day I was asked. I have reached out now they will not answer me. I can also provide here too! This is such a big claim is why it’s being ignored. Please tell me why you’re saying information was not received when on this email it clearly states it was. Here is one of the forms as well. Waiting on a prompt reply. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/17/2023

  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 bought a lot of items from VS on 28th of Dec and left the country on the 30th of Dec, which I wont be back another 6 months. The PJ set I purchased was in a hanger and tight together. So, I bought the large size. Today, I wanted to wear it but the top is Large which is the only thing you can see without opening, bottom and other top is XXL. This was also a bottom that I would use for another top PJ. I cant believe you can sell the items like this. All my money went to trash. And , I really liked the PJ want to wear it.

  Business Response

  Date: 01/18/2023

  Victoria's Secret attempted to reach the consumer via phone but it was not a correct number. The number on file went to a ****** dealership. We also attempted to engage with the customer via email with no success. We have closed on the case on our end. If the consumer reaches back out, we will work to provide a resolution. 

  Customer Answer

  Date: 01/18/2023

  I received their email and they told me to call customer service which I will tomorrow. My phone Number is **********, not a ****** number ??
  
  
  

  Business Response

  Date: 01/20/2023

  Victoria's Secret has not yet received a response to our email from the consumer. We are eager to fully resolve these concerns. We would like ofr the consumer to reach out to us at ###-###-####. Our Customer Care Resolution team is available 10am-8pm Eastern Time, Monday through Saturday. If the consumer would like us to reach out, we would ask for a telephone number, date and time that would be best to reach the consumer. 

  Customer Answer

  Date: 01/20/2023

  I reached customer service, but they dont have the same PJ they ship, as of know we dont have a solution, we will still talk and discuss other options.

  Business Response

  Date: 03/29/2023

  Victoria's Secret has not received a reply from the email address provided, to support further.  As the phone number provided is invalid, we are unable to reach the customer directly.  Victoria's Secret it happy to resolve, we would ask that the customer respond to our email or contact us by phone for additional support. We are also happy to call directly. To do so, please provide a valid phone number. 

  Customer Answer

  Date: 03/29/2023

  My email is ******************** 

  please Contact me.
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:01/16/2023

  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.

  Victoria's Secret is harassing me with unsolicited mailings. They have no return address on them, so I cannot find a way to contact them to cease these mailings. I have attempted to stop these unwanted mailings online, but they do not respond. I promise faithfully to NEVER EVER do business with Victoria's Secret again. I just want them to delete me from their database and LEAVE ME ALONE. Please help. I am so tired of their junk mail harassing me.

  Business Response

  Date: 01/19/2023

  Hello ********,
  
  Thank you for taking the time to make us aware of your concerns with our coupon
  mailings. Your Better Business Bureau complaint has been forwarded to my
  attention so I may personally address your concerns.
  
  I
  understand you no longer wish to receive our store coupons by mail. I
  am sorry for the frustration this has caused. I have submitted your request to be
  removed from our mailing list.
  
  This
  information is updated in our systems once per month. Depending on the date of
  the last update, it may take up to 60 days for the information to be removed.
  We appreciate your patience while this change is implemented.
  
  ********, I hope I was able to resolve your concerns today. Thank you for shopping
  with Victoria’s Secret.
  
  Case
  #********
  
  Sincerely
  yours,
  *** **
  Customer Care Specialist
  Victoria’s Secret

  Customer Answer

  Date: 01/19/2023

  I accept the business's response to resolve this complaint, and I appreciate their prompt reply.

  
  

• Initial Complaint

  Date:01/13/2023

  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 absolutely livid I had an awful experience of the Wilkes bare Pennsylvania location I’ve purchased some yoga pants that had tears in the pants I had my child with me he was autistic I did not get far when I lost the receipt I bring them back in and showed the girls that were working there that there was tears in the pants they then said that they could not do anything about because I lost the receipt even though I was just in the store remind you the whole time my child being autistic was getting very upset and was causing quite a scene and it was just adding to the frustration and unnecessary frustration that I had to deal with I literally just purchased these pants and then the cashier had the nerve to say the tears on the pants look like there were sensors there when she took the sensors off of them so it made no sense at all it was embarrassing it was in front of other customers I have been a long time customer a Victoria’s Secret for many many years so I am absolutely disgusted to be treated in such away then to make matters even worse I called the company and I speak to customer relations about my experience and they said that they would send an E gift card to my email that I would be able to re-purchase the clothing and I never received it so I call back in and representative tells me do you have a case number in which they never gave me so now they’re saying that they never even received the report and didn’t even follow through on their word to send me the E gift card that they were supposed to be sending me for such a horrific experience and because of the clothes being damaged that I bought I’m so upset how dare you hire people that will treat customers that have been faithful to your company for many many moons. Why would your representatives commit to sending me an E gift card which does not change the circumstances which does not change the way that I was treated and it does not change the experience at all but it was helpful at least to where I would not have to be having damage merchandise that I paid for why would they say that to me and then not commit to actually doing it and then turn around to speak to me as if I have a reason to lie My feelings are really really hurt

  Business Response

  Date: 01/18/2023

  Victoria's Secret successfully engaged with the consumer on 1/17, resolving her service related concern by placing an online order for replacements. We attempted to reach out to the customer on 1/18 to discuss her concerns more related to her in store experience. We are waiting to hear back from the consumer at this time. 

• Initial Complaint

  Date:01/09/2023

  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 made two transactions September, 29 in Los Cerritos Victoria Secret and I returned the two transactions in Lakewood Victoria Secret on October, 2. On October 3, The amount of 92.98 Appear back on my credit card which was the amount that I returned.

  Business Response

  Date: 01/09/2023

  Hello,

  I have reviewed the customer's concern and have asked our team to connect with the customer. 

  Thanks,

  ****** **

  VS&Co. Customer Care Supervisor

• Initial Complaint

  Date:01/08/2023

  Type:Sales and Advertising 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.

  Boyfriend walked to the store to get me a giftcard asked about promotions and the 8/25$ panties was going on and the associates failed to tell him. Had to order stuff online and now package is late and got two tracking numbers and no updates for two days. The real problem is we went back and they had the 8/25$ panties and asked the associate since when has it been out and she said since December 28. So it was going on when my boyfriend went there and they failed to tell him so when I asked about the sales he said they didn't tell him about any. Super disappointed considering I had a bad experience in the past, and wanted to feel good about myself and shop in store but with the false pretense of no sale, spent it online. Very bad employees and business. Their supposed to tell you of all sales on the floor but I guess they were sexist towards my male partner because they never ended up telling him about any.

  Business Response

  Date: 01/10/2023

  Hello, 

  We will reach out to the customer regarding the concerns and follow-up once we have been able to connect.

  Thank you,

  Maggie B. 

  VS&Co. Customer Care Supervisor

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 had made a Purchase at Victorias secret near me and I was told when I went in that all the bras were $14.99 in store. When I went to check my recipt they charged me full price one being $54.95, the other being $36.95. I had talked to the manager telling her that the bras were supposed to be $14.99 she said no and you had to pay full price, but on the signs they had also outside of the store said all bras $14.99. So I had to return the $36.95 bra since it wasn't worn yet. I want to get this taken care of the right way and get the right amount charged to my bank account card of $14.99.
  I had gone into the store and made the purchase 1-2-2023 at 1:59pm

  Business Response

  Date: 01/05/2023

  Hello,

   I have partnered with the team and requested to connect with the customer. We will reply once we have been able to connect with the customer.

  Thanks,

  Maggie B. 

  VS&Co. Customer Care Supervisor

• Initial Complaint

  Date:01/03/2023

  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 received a gift card as a Christmas gift on December 24th. I went to use it on January 3rd, 2023 which had a $50 balance on it but while checking-out online it showed a $0 balance. I then proceeded to call the CS number ************* which is the worst I experienced btw, the Manager refused to take my call. Anyway, after multiple times of being placed on hold and trying to get rid of my call, she finally did a research to find out that the card was used on December 30th in a place I have not been. I have my card in my possession from the date it was gifted to me with the pin unscratched until 1/3/2023. My complaint is that I want the full value returned to me, I physically have the gift card and obviously there is some kind of data breach or theft that is going on. I should not have to lose money due to issues solely the responsibility of this retailer. I physically still have the gift card and request my money back. The runaround VS have given me so far is nothing short of pathetic. This is fraud to the highest levels of the organization if they choose not to investigate this issues and refund the money that is due to me and many other people that are also affected. If a corporate like VS cannot handle this types of issues then, I have an idea. DON’T sell gift cards.

  Business Response

  Date: 01/06/2023

  Thank you for taking the time to make us aware of your concerns with your
  Victoria’s Secret Gift Card. Your Better Business Bureau complaint has been
  forwarded to my attention so I may personally address your concerns.
  
  I am very sorry
  for the frustration caused by this matter. I am sending an eGift card in the
  amount $50.00, to replace your gift card. You should receive this eGift card in
  your email within 1 to 2 hours.
  
  It can be used on
  your next online or U.S. store purchase. It will never expire or devalue. 
  
  ******, I hope I was able to resolve your
  concerns today. Thank you for shopping with Victoria’s Secret.
  
  Sincerely
  yours,
  
  *** *.
  Customer Care Specialist
  Victoria’s Secret
  
  Case
  #06247564
  
  Elb_guerrero
  _BBB_010623

  Customer Answer

  Date: 01/10/2023

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