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:01/02/2023

  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.

  I was given a gift for Xmas from Victoria secret and gift receipt was not available. The package said satin long pj set. But when I opened it up, it was the wrong item. Since the gifted is from out of USA, I d not feel right to ask her for a receipt. I called the company and also spoke to local store in Roseville. The mangers Brie and Payton told me that the item that I wanted is not available. Since I cannot exchange, I cannot get an in-store credit to use at a later time. I must buy something of equal or more than the amount of that item, at the same time that I returned the wrong item. I have no other option. I am wondering how could a big company like this forced people to buy things on the very same day that they return something that was wrong on their part. No store credit is allowed. I will go there to see if it’s posted somewhere regarding that.

  Business Response

  Date: 01/05/2023

  Hello, 

  I have partnered with my team and we are reaching out to the customer regarding her concerns. I will respond back once we are able to connect with the customer.

  Thank you,

  Maggie B.

  VS&Co Customer Care Supervisor

• Initial Complaint

  Date:12/25/2022

  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 just bought a bra and wore it
  Once and within hours of wearing it the front of it has lots of little fabric balls as if it was old/ not good fabric. I would like a refund.

  Business Response

  Date: 12/28/2022

  Hello, 

  We will have our team reach out to the customer regarding her concern. Once we are able to connect with the customer, I will reply back with the resolution.

  Thanks,

  Maggie

• Initial Complaint

  Date:12/23/2022

  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.

  12/7/22 - I received an email for two orders I did not place. I immediately reached out to the company several times, asking them to cancel the order and letting them know it was fraudulent. The order was set to deliver in CA, which is not where I live.
  
  The company refused to cancel the order, and now my credit card statement has me owing almost $300. I did everything I could, but they are still forcing me to pay for an order I did not place.

  Business Response

  Date: 01/05/2023

  Hello, 

  We have connected with the customer regarding her concerns on December 29, 2022. At this time, we have captured her feedback regarding the Customer Care concerns and are partnering with Bread Financial regarding concerns with her account. 

  Thanks,

  Maggie B. 

  VS&Co. Customer Care Supervisor

• Initial Complaint

  Date:12/22/2022

  Type:Delivery 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 asked Victoria's Secret not to use Lasership as the shipping company as Lasership tends to leave packages to be stolen. They also claim delivery and do not deliver. My package was stolen due to lasership leaving the package outside. I would like my account credited.

  Business Response

  Date: 01/05/2023

  Hello, 

  I apologize for the delay in response. We were able to speak with the customer on January 2, 2023 and captured her feedback. We have documented her experience and sent a gift card as an invitation to shop with us again. 

  Please let me know if you have any questions. 

  Thank you,

  Maggie B. 

  VS&Co. Customer Care Supervisor

• Initial Complaint

  Date:12/20/2022

  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.

  On 12/18/2022 I placed an order on the Victoria Secret App on my cell phone. I ordered over $130+ worth of merchandise based on an ad which stated, "if you purchase $125 worth of product, we will ship express 2-day shipping". Here we are 2 business days later: no tracking # & no product. On 12/18/22 I will also add that the app on my phone kicked me out about 30 x's before accepting my card payment (a. I called into support; later to be explained that I needed to read the "fine print". The fine print goes to a blank screen. I have a couple of screen shots of the blank screen if proof is required. I reset my phone several times that day as well. It was the app; not my phone as blame was placed. My product never arrived as advertised. This is FALSE ADVERTISING! Customer support had zero resolution. I'd like my $ back and will not be inconvenienced by returns. Customer support refused a refund as well as refused to stop the shipment. I will never use my card again at Victoria Secret. I also walked into a retail location located in Wauwatosa, WI on 12/18/2022 later to be pushed out the door for asking a supervisor a question about swimsuits and whether they could possibly help me find the correct size. Complete discrimination: I will not be back. I'd like a courtesy refund of $135; the total loss spent prior to the holiday, promise of receipt of product by 12/24/2022 and not receiving the product(s) at all. I will be refusing any shipments from this company WHENEVER they may arrive.

  Business Response

  Date: 12/29/2022

  Hello, 

  I have partnered with my team to reach out to the customer and review her concern. Once we have connected, I will reply back to the complaint. 

  Thanks,

  Maggie B.

  VS&Co Customer Care Supervisor

• Initial Complaint

  Date:12/18/2022

  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 was trying to purchase 2 items on the site for 40% off and free shipping. I was logged in and had everything in my cart. Then after 8pm Pacific, the site started saying "Failed to Fetch". I spoke with online chat and they were of NO HELP!! I tried 2 devices and 2 browsers and nothing but "Failed to Fetch". This is pathetic! I will take my business to another store!

  Business Response

  Date: 12/28/2022

  Hello, 

  We were able to connect with the customer today and resolve her concerns. At this time, we captured her feedback and invited her to shop with us again by sending a gift card. 

  Thank you,

  Maggie

  Customer Answer

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/15/2022

  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.

  Body By Victoria Bras are LEMONS. I bought 3 of them over the past year and all 3 of the the wire broke or the stitching came undone on the back. These bras are almost $65 a piece. I tried returning to a store, but they said it was too far past the 30 days. Seriously, a $65 bra should last more than 3- 6 months. I know how to take care of them, but I will never recommend them to anyone. All of the products with Victoria Secret have gone down hill over the years. Everything is poorly made yet they continue to increase the prices on consumers. These bras are clearly defective and time is valuable. Consumers are not appreciated at VIctoria Secret.

  Business Response

  Date: 01/06/2023

  Hello Team,

  I apologize for the delay in response to the complaint. At this time, Customer Care attempted to connect with the customer however, we have not been successful in doing so. We will attempt to reach out today by phone and email. 

  Thank you,

  Maggie B. 

• Initial Complaint

  Date:12/14/2022

  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 received a email from Victoria secret yesterday stating my order had been sent. I didn't order anything so I called and found out someone got into my account and made the purchase. They didn't even check to see it was a different person's email doing the ordering and a different name than mine. They refuse to reverse the charges and I'm out $112.75

  Business Response

  Date: 12/20/2022

  Thank you for taking the time to make us aware of your concerns regarding an
  unauthorized charge on your credit card. Your Better Business Bureau complaint
  has been forwarded to my attention so I may personally address your concerns.
  
  My
  records indicate that you spoke with our Special Handling Department on
  September 13, 2022. At the time of your call, I regret that we were unable to
  cancel the order. We recommend that you contact your financial institution at the
  phone number on the back of your credit card to report the unauthorized charge.
  
  If
  you have any additional questions, please contact our Special Handling Department
  at 1-800-568-5555 between the hours of 10:00AM to 8:00PM EST Monday
  through Friday, and 10:00AM to 6:30PM EST Saturday and Sunday.
  
  Patricia,
  I hope I was able to resolve your concerns today. Thank you for contacting
  Victoria’s Secret.
  
  Sincerely
  yours,
  
  Lee B.
  Customer Care Specialist
  Victoria’s Secret

  Customer Answer

  Date: 12/21/2022

  I am rejecting this response because: I just don't believe you can't reverse the charges. Just know I will never make a purchase in store or online with your company again 
  

• Initial Complaint

  Date:12/06/2022

  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.

  On Dec 2, 2022 I made an online
  Purchase for 2 gift sets, went to check out and both items were sale the sale price of $5 each. I paid and got order confirmation with order *********** Approximately 6 hours later (at now 10pm on 12/2/22) I got an email stating my order had been canceled and paid amount had been refunded. I attempted to live chat with agent ***** on 12/2/22 and she advised me she could reorder the items and waive the shipping fee BUT the items were no longer $5 each they were now (on the same day mind you) $19.95 a piece and wouldn’t be able to honor the price I had purchased them at just hours later. When i told her it seems like my order was cancelled due to a pricing error on their part I was disconnected from the chat. I tried several times to connect to live chat on 12/3/22 but live chat “was down” and unable to connect me with any customer service reps. On 12/4/22 I again got on VS live chat and got to someone who tried to reorder the items for me with a $20 gift card and free shipping and then when I said no to that- offered me a $30 e-gift card and free shipping…. To spend $40 on items I had just spent $10 on? Nothing was resolved through the chat- they wouldn’t honor their own website sale price and that doesn’t seem right?? it’s not good practice on a businesses behalf and it sure isn’t going to make many shop their sales! I would like some sort of compensation, preferably the 2 items I bought for the price of $5 each that I had originally paid.

  Business Response

  Date: 01/17/2023

  ********** ****** attempted to contact the consumer multiple times with no success. Due to that, we ********** ****** closed case on 12/20/22.

• Initial Complaint

  Date:12/05/2022

  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 placed order *********** on 4-Dec-22 with 2 gift cards. After a day, the order canceled. As soon as I received the cancellation email, I checked my gift cards’ balance, one had 0$, one had 79$ and just after a moment, the 79$ gone to 0$. I contacted ********** ****** customer service immediately via live chat, and their representative responded the balance would be applied to a new e-gift card and sent to my email within a few hours. However, there was nothing came. I contacted their CS again, this time the person said that the balance would be back to my original gift cards, not a new one via email. I remembered the lost of 79$ card and thought that my gift cards balance was stolen. I called their hotline to report my issue, the person gave me a number and told me to call to have a gift card dispute. I continued calling this number, the women transfered me to another person after collecting my information. And the last person, she told me that my gift cards weren’t stolen, the company removed the balance after cancelling my order cause the gift cards were not good. She told me to contact the person who sold me the gift card to get money back. It’s so ridiculous! If the gift cards are not good as she said, it means I’ve been scammed. Will scammers give back money to you after scamming? I am their loyal customer for a long time. I’m so disappointed with their solution solving in my case, waste of time, frustrating, and unreasonable. They got money when someone beginned to buy their gift cards, and they removed the balance when I, the last person, used it and not involve to the “not good” buying process as they said. In this situation, all parties get money except me - their truly customer. If they knew the gift cards were not good, why didn’t they remove/deactivate the gift cards before someone like me use it, to prevent the loss for their customers? Their current practice makes me feel they compromise with the scammers until they find someone else to bear the lost

  Business Response

  Date: 01/17/2023

  ********** ****** attempted to reach the consumer on multiple occasions with no success. ********** ****** closed case on 12/27/22.