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:11/24/2022

  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.

  The other day I was at a ********** ****** in the Maine mall and I got kicked out by an employee who told me I had to be 18 to be shopping in the store. I can’t find anything about that online. I’m 17 and use to go all the time. Is this a new policy? I can’t figure out why I was removed from the store without reason beside my age.

  Business Response

  Date: 01/17/2023

  ********** ****** attempted to reach the consumer via phone and email with no success. The voicemail was full on the number provided, we sent an email shortly after directing the consumer to contact us. We have not received a response from the consumer and closed the case. 

• Initial Complaint

  Date:11/16/2022

  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 placed an order on 11/1 for 10 pairs of signature panties that were priced at 5 for $35. The promotion that was used on this order was for 40% off ONE item + free shipping. That offer was applied to the candle I purchased. Then on 11/12, I received an email promotion for signature panties (the same ones I just purchased) at 7 for $35. I contacted VS customer service via chat to get a price adjustment and I was misinformed that I did not qualify as I received a promotion. This is completely false and a lie. Signature panties standard price is ALWAYS 5 for $35. The promotion on my order that was applied did nothing to change this price, nor did I pay less than this for them. I worked in retail myself so I know how price adjustments work and this is well-within the time frame of an appropriate adjustment. You need to educate your customer service representatives on how this policy actually works.

  Business Response

  Date: 11/17/2022

  Hello, 

  We have reviewed the complaint, ID ********, and Customer Care will be reaching out to the customer. We will follow-up once we have complete our call back cadence, including if we were able to connect and resolve. 

  Thank you-

  ****** ****

  Customer Answer

  Date: 11/17/2022

  I have not heard from nor received anything from this company AT ALL, so the complaint hasn't even been addressed. I did get a customer feedback survey, which is nonsensical because there's been NO customer service.
  

  Business Response

  Date: 12/05/2022

  Good Evening - 

  We have reached out to this customer with no success. In the meantime, we have issued a credit in the amount of $17.00 plus any applicable taxes for the panty pricin. The customer should see their credit with in 7-10 business days. 

  We apologize for any disappointment, you may consider this closed. 

  Thank you - 

  Victoria's Secret

• Initial Complaint

  Date:11/15/2022

  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.

  Purchased $115 on website in Aug 2022 for some sweat pants and bras. ORDER #********** Didn't need the sweats until now due to it being summer when purchased. Both of the sweat pants were pilling horribly bad after only one wear and no wash. BOTH pairs. The fabric was incredibly thin. One of the bras had the wire bent that it isn't even wearable. I sent an email and got a response asking for my name and address to assist me and when I replied I got a unable to deliver message, as if they had blocked me or something. Then I spoke with ******* on Live Chat and he apologized and offered a gift card which I was satisfied with assuming itd be able to replace the items I was complaining about..after receiving email it was for $15. I was so insulted. Ive bought PINK items from a garage sale used before and the quality was better then what I purchased brand new. What would I do with $15? My husband refuses to believe that I bought these for a real website and not WISH.com the quality is that bad. Im so disappointed and so sad because I dont know if ill be able to afford to buy brand new again and was very excited when the opportunity arose that I could afford to.

  Business Response

  Date: 11/23/2022

  Hello ******,
  
  Thank you for taking the time to make us aware of your concerns with your order.
  Your Better Business Bureau complaint has been forwarded to my attention so I
  may personally address your concerns.
  
  I
  am very sorry the quality was less than you expected. We definitely want you to
  be happy with your purchase. When you choose to shop with Victoria's Secret, we
  want you to have the quality of merchandise that you expect and deserve. 
  
  I
  invite you to return your merchandise via mail. To print a return label
  to mail the package back, I have provided a direct link below.
  
  https://www.victoriassecret.com/**********************
  
  You
  can also return or exchange your online purchases in a U.S. Victoria’s Secret
  Stores. Simply bring the item(s) to a store near you and we will gladly process
  your request. Don't forget your invoice! (At this time, returns and exchanges
  can only be accepted at stores in the U.S. and U.S. Territories with U.S.
  billing address.) 
  
  You
  may view our return policy by clicking on the link below:
  
  https://customercare.victoriassecret.com/s/topic/0TO3h0000004cXOGAY/returns
  
  ******,
  I hope I was able to resolve your concerns today. Thank you for shopping with
  Victoria’s Secret.
  
  Order
  #**********
  
  Sincerely
  yours,
  
  Lee B.
  Customer Care Specialist
  Victoria’s Secret

• Initial Complaint

  Date:11/03/2022

  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.

  The 3 bras I purchased is not of good quality and fit. The gray one has a pink color in the inside that comes through the gray color on the outside and the bra slides. The fit of the other 2 ie black and red is off and it slides. This is my normal size. I need a refund for all 3. I did get a gift card for the gray of 25 dollars when I contacted Victoria Secret but I would prefer a refund for all 3. I didnt use the giftcard. Order **********
  Order **********

  Business Response

  Date: 11/10/2022

  Hello, 

  I apologize for the delay in my response. On November 4, 2022, we were able to connect with the customer and confirm refunds have been processed for the customer. This has been resolved. 

  Please let me know if you have any questions. 

  Thanks,

  ****** ****

  VS&Co Customer Care Supervisor

• Initial Complaint

  Date:11/01/2022

  Type:Delivery 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 October 15th I received some items from Victoria Secret and quickly realized I needed a size down for everything. 6 bras & 20 panties for a total of $455 but everything was on sale so it came out to $296. I got on the app and it said for exchanges to call customer service so I called and they said I would have to read out every single item & they would have to charge me again for the items. We went through the process & my new order was ordered that same day. The next day I saw my order was canceled. Called cs and was hung up on 6 times & one of those by a supervisor. Called again got it re ordered & it was cancelled again. So that’s 3 times I’ve been charged for the same order now. Called for 13th time & they finally game me my order for free and expedited the shipping. Never received shipping info so I call for the 14th time & they said it never submitted so they submit it. Never get info. Call again for the 15th time & they said it’s stuck we don’t know what’s going on. We’ll get it sent out to you. Never got info. So I gave up & stopped calling. Re ordered everything again myself online on 10/30 but I ordered bras in one order $157.14 & panties in another $108.41 for fear they might not send them. My friend who ordered from them the same night already received shipping info but I have not. & the order they were going to give me for free no longer shows up at all. I will call them again for the 16th time & probably many more but I’m sure they will say the same as always “We don’t know what’s going, we’ll get it out to you asap, it shouldn’t happen again, it was a system error, we are so sorry” I am 100% convinced I’ll never get my items. I have spoke to 4 different supervisors & no one ever knows what’s going on with my orders. I don’t know if it’s my email, my address, or if I have been banned from ordering from Victoria Secret but their customer service is ZERO help & 16 days later and 16 phone calls later & still no info, items, or help.

  Business Response

  Date: 11/08/2022

  Hello *****,
  
  Thank you for taking the time to make us aware of your concerns with your recent
  orders. Your Better Business Bureau complaint has been forwarded to my
  attention so I may personally address your concerns.
  
  I
  am very sorry for the difficulty you have experienced with your recent orders. When
  customers choose to shop with Victoria's Secret, we want them to have a
  wonderful experience, each and every time. I am truly sorry that this was not
  the case with your orders and contacts to our customer care team.
  
  My
  records indicate the phone orders placed on October 15, 2022 and October 18,
  2022 were cancelled due to a system error. I see that the order was replaced on
  October 19, 2022. This order was cancelled as we were unable to obtain
  authorization to charge your payment method. 
  
  I
  also see that you contacted our customer care team on October 24, 2022. For
  your experience and to invite you to shop with us again, we sent a $150 eGift
  card to your email address. The eGift card was redeemed toward your online
  orders on October 30, 2022. Both orders were successfully processed and shipped
  on November 2, 2022. 
  
  Tracking
  information obtained from USPS indicates that order #********** was delivered
  on November 5, 2022. Tracking information obtained from Ontrac indicates
  that order #********** will arrive no later than the end of the day on November
  9, 2022.
  
  *****,
  I hope I was able to resolve your concerns today. Thank you for shopping with
  Victoria’s Secret.
  
  Sincerely
  yours,
  
  
  Lee B.
  Customer Care Specialist
  Victoria’s Secret
  
  
  Elb_jaskul
  _BBB_1110822

  Customer Answer

  Date: 11/13/2022

  
  I am rejecting this response because: I was promised a free order AND a $150 gift card. The free order I was promised by two different supervisors was never delivered. As stated in the response email from the company, I had to solve my own problem. System issues are not the customers fault, I was told there were two system issues and then the 3rd time it was never submitted, and by the 4th time my free order was cancelled again. My only goal out of calling so much was to get my items and to only have ONE charge on my bank account for them, regardless of getting my money back after 3-5 business days since they would always get cancelled, I didn't want 3 of the same charges on my bank for 3-5 days because then I don't have that money incase I need or want it. I never asked for anything but my items and to only be charged ONCE. YOUR supervisors are the ones that PROMISED me a free order since I was having such a hard time getting this order. The first supervisor who re-ordered my items free of charge is named Heidy, the second supervisor who said would get me my order free of charge with one day free expedited shipping was named Christina. Every time I tried to re-order my items through customer service there was some sort of system issue and it would get cancelled. The third time they said "it was never submitted let me go ahead and submit it for you" still never got shipping information so I called again and that's when supervisor Christina said she would re-order it for free, 1-day shipping, AND she would send me $150 gift card to my email. I never received shipping confirmation but since I received the $150 gift card I decided I didn't want to waste another minute of my life that I cannot get back calling Victoria Secret's customer service that never helps or resolves anything so I gave up on ever getting that order. Shortly after reaching out to the BBB I received an email that my free order was cancelled, so the order you're talking about when you say you couldn't obtain authorization to charge my card makes zero sense since that was the FREE order I was promised TWICE and a card was not needed or asked for since it was supposed to be free. Go ahead and check your system, it will say the total for that order was $0.00, if your system does not show that, I have plenty of screen shots I can send again to prove that. I then went and re-ordered all of the same items and a few more but separated panties and bras to see if either or both orders would be cancelled and luckily, this time I was able to receive all of my items but I had to solve my own issue while the company did nothing but lie as I had to re-order everything again for a 5th time myself this time in order to get my items as well as pay for half of the items (since I used the gift card) when they were supposed to be free.

  Business Response

  Date: 11/23/2022

  Hello *****,
  
  Thank you for your reply.
  
  I
  have sent a $260.00 eGift card to replace your cancelled order. 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,
  
  Lee B.
  Customer Care Specialist
  Victoria’s Secret
  
  
  Elb_jaskul
  _rebuttal_BBB_112322

  Customer Answer

  Date: 11/30/2022

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

• Initial Complaint

  Date:10/29/2022

  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.

  This occurred 10/28/22 4:30pm in your location in Southland Mall in Miami, FL. I experienced terrible service trying to return items. The associates all began speaking badly about me in Spanish. I can speak and understand Spanish perfectly and dont look "traditionally Spanish," So I know the associates thought they could get away with speaking about me. The associate was muttering under her breath the whole transaction. It was unbelievable how the associates treated me so poorly when I did not argue or try to dispute anything with them. I knew I would get CS involved in the situation. IT IS NOT OKAY TO TALK BADLY IN FRONT OF A CUSTOMER IN A DIFFERENT LANGUAGE. I'm sure they thought they were really slick talking bad about me. If VS cares they would seriously talk to the associates about their ill, unacceptable behavior. I only have bad experiences in low income stores. Don't shop at the store in Southland Mall.

  Business Response

  Date: 11/14/2022

  Customer contacted Victoria's Secret Customer Care and spoke with an associate on 11/8. During this conversation, Victoria's Secret did capture the customers experience and focused on resolving their concern - capturing the customers experience, apologizing for what she described and issued a gift card as an invitation to shop again. Customer Care has shared the experience with the store locations leadership team. 

   

  We do consider this matter closed at this time. 

  
  Thank you - 
  ******* *******

  Manager, Customer Care

  Customer Answer

  Date: 11/15/2022

  [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:10/24/2022

  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 purchased a gift card with my credit card and the card was stolen and used online before I could use it. I reached out to VS to get order info, or to cancel the order but they refuse to help me in any way because I cannot provide the email or mailing address used in the theft. I have my physical receipts showing I am the purchaser and therefore any info related to my card should be mine, not the thief's. I am upset that they are protecting a thief while I am out my $200 gift card and have no recourse even with a police report.

  Business Response

  Date: 10/26/2022

  Hello ****,
  
  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 understand your
  concerns regarding your stolen gift card. For security and verification
  purposes, we are unable to disclose the order number and shipping address.
  
  I see that you
  contacted our Customer Care team on October 24, 2022. To invite you to shop
  with us again, a $200 eGift card was sent to your email address. 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,
  
  
  Lee B.
  Customer Care Specialist
  Victoria’s Secret

  Customer Answer

  Date: 10/26/2022

  I am rejecting this response because: It is unacceptable to me that you will protect a thief over your card holding customer. I have filed a police report, will your legal team disclose the information to the police?
  

  Business Response

  Date: 10/27/2022

  Hello ****,
  
  Thank you for your reply.
  
  I
  understand you have additional questions about the order. The information
  can only be released directly to law enforcement. The investigating officer may
  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, for details on requesting information for an
  investigation
  
  ****,
  thank you for contacting Victoria’s Secret.  
  
  Sincerely
  yours,
  
  
  Lee B.
  Customer Care Specialist
  Victoria’s Secret

• Initial Complaint

  Date:10/22/2022

  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.

  Hi, I returned two items(2 bras) to Freehold Raceway at Victoria's Secret without a receipt . They was brand new with attached tags. It was on 06/15/2022. Trans: ****; Reg.:008; cashier:*******; Store:50428; Till:****.
  I was given a warned on transaction id: *********-973-vssthat i near out on returns. The amount of return was $164.45. A manager was angry at me , took all to the back and came out with a return receipt and a gift card.
  I don't have a criminal record , but she was acting horrible.
  Today i went to the same store location and cashier told me that my gift card got 0 balance. That gift card was never activated. I called a manager and she told me that she needed an original receipt of return. I dig in my back and found it, but manager was in the back area. Cashier went back to her with the original return receipt, but manager never show up . The gift card number is *******************. Pin code is ****. That card was in my valet and i opened a pin code just now. Its a fraud form Victoria's Secret . I'm not coming any more to that horrible store. Would like to receive a check in amount of $164.45 on my name. My husband ****** ***** open a credit card with Victoria's Secret for me as a gift. # ****************. he wanted to close that account. it's possible that the purchase was made thru that account. I just don't remember. But today's manager refused to check that account too. It was a tall , blonde lady. I don't have her name.
  Thank you for your help

  Business Response

  Date: 10/25/2022

  Hello Team, 

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

  Thank you,

  ****** ****

  VS&Co Customer Care Supervisor

   

• Initial Complaint

  Date:10/15/2022

  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.

  Never received items. Said shipped on 092822

  Business Response

  Date: 10/18/2022

  Hello *****,
  
  Thank you for taking the time to make us aware of your concerns with your recent
  order. Your Better Business Bureau complaint has been forwarded to my attention
  so I may personally address your concerns.
  
  I
  am very sorry that you did not receive your order. I have issued a
  credit to your original form of payment for the order. Please allow 3 to 5
  business days (up to 30 days for internationally-issued cards) for processing,
  and 1 to 2 billing cycles for the refund to show on your statement.
  
  The
  reference number for this refund is **********. You will receive an email
  confirmation within 1-2 hours with these details.
  
  *****, 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
  
  

• Initial Complaint

  Date:10/06/2022

  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.

  July 1st. 5 panties for $15 sale, I usually watch the prices as it’s being rung up to make sure they’re correct, one panty came up as $10 I asked if this panty is part of the sale and the cashier said yes it will come off at the end. It did not. I realized this on my way out the mall and turned around. Picked up another panty from the sale table and proceeded to explain the situation to another cashier and thought my situation was fixed. In a rush I left without checking exchange receipt. Panty was not rung up correctly once again. I did not notice until the bill, I called them to dispute and also called the store to find out what I can do. Person at store was unable to tell me what can be done and supervisor was not available. I have called many times since then it is now October and this situation is not being handled. Being a college student I need every penny and had to pay the bill to stop from being charged a late fee (again). The person I last spoke to gave me unclear/wrong information. No one is able to tell me what can be done or help. Please train your employees. I’ve been a cardholder for some years now but that’s going to end.

  Business Response

  Date: 10/14/2022

  We were able to attempt to connected with the customer multiple times and there was no response.

  Due to the time since the purchase was made, we are unable to refund the original form of payment, so I was able to send the customer a check for the total amount of the purchase.  She will receive within the next 14-21 business days.  Additionally we took the opportunity to invite the customer to shop back with us in the future by sending a gift card. 

  Please let us know if this is not satisfactory to the customer and how we can additionally support.

  Kindly,

  Keri G

  Victoria's Secret Leadership Team

  Customer Answer

  Date: 10/19/2022

  I am rejecting this response because: I was contacted once and never again. I called back and the man told me he did not know why I was contacted as there were no notes and from what it sounded like there was no reason to contact me. He did not attempt to remedy the situation. No other attempts were made to contact me. Not by email, phone call, or message to my card account. This is very displeasing especially to see that they said several attempts were made with no response which is false.