Business Profile

Lingerie

Victoria's Secret

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Victoria's Secret's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

424 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.

Initial Complaint
Date:10/02/2022
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.
On July 24, I authorized a payment for $38. While the transaction was processing an item I intended to buy was purchased by someone else. Since I no longer met the guidelines of the promotion, the price increased from $38 to $110.50. Since I did not authorize this transaction amount, I immediately reached out to the company and was told the order would be canceled. It was shipped regardless so I returned the items to have the charge on my account reversed. However, I was given a gift card for store credit. The company told me to reach out to the credit card company and refuses to honor the refund or refusal for their errors.
Business Response
Date: 10/18/2022
Hello,
I apologize that we did not confirm our resolution. At this time, Customer Care was able to support with issuing a credit card refund for the customer on October 7, 2022. The team has sent an email confirming the refund as well. At this time, we have resolved the customer's concern.
Please let us know if you have any questions.
Kindly,
****** ****
VS&Co Customer Care Supervisor
Initial Complaint
Date:08/30/2022
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 was at the VS in York PA (Whiteford Rd) on 8/18/2022 and I was charged twice. 3:54 PM. The card machine initially didn't work and I was told to put my card in again. Then it took. But, I was charged twice for $43.41. The card is ending **** and is a Visa. How do we fix this? I need someone to email me (as I can't take personal calls much during the day) to let me know how we can get this dupe charge refunded.
Business Response
Date: 09/07/2022
Hello Team,
Thank you for making us aware of Mr. ******' concerns.
We have connected with the customer and have offered and processed a refund for $43.41. The customer should expect to see the refund back within 7 business days to the original form of payment.
If there are additional questions, please let us know!
Kindly,
**** ******
Initial Complaint
Date:08/18/2022
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 have a new bra that snapped off of me, it’s a front close. The front close in on the latch but the other side of the bra is not sewed on or it came off. I have pictures of it. I don’t have the receipt for it and I didn’t buy in in my credit. I want a refund of $70.
Business Response
Date: 08/27/2022
Hello,
We will review the customer's experience and contact her regarding her concern.
Thank you,
****** ****
Customer Care Supervisor
Customer Answer
Date: 08/29/2022
I do not accept I will call. I just want a refund of my bra, my experience is bad and just want a refund of the bra. Address is **** * *** **** ******** **** ** 91950

Business Response
Date: 09/01/2022
Hello,
Thanks for allowing us to look into this complaint for you.
We have connected with ********, and offered a gift card in the amount of $70 to invite her to shop with us to purchase a new bra.
Customer has agreed with this option and action has been taken to send the gift card in case ********.
Thank you for your time,
Respectfully,
****
Customer Answer
Date: 09/01/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:08/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on January 2th, 2022 I bought some underware from Victoria's Secret( in the website), and I have paiyed U$ 134,13 - the underware did not fit on me, so my sister returned all the itens at the store located in Topanga Mall, Canoga Park-CA. The woman in the store told me that the amount should be returned in my credit card in the next 7 business days. However, Victoria's Secret did not refund my money, reason why I am filling this complaint.
Business Response
Date: 08/27/2022
Hello,
We will review the customer's concern and reach out based on the experience.
Thanks,
****** ****
Customer Care Supervisor
Initial Complaint
Date:08/10/2022
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 placed order ********** with them this morning and this afternoon I got an email with an offer code for 15% off. I contacted them via chat to see if it could retroactively be applied (ESPECIALLY since it says it ends the 15th) and the representative said it couldn’t. Then they very rudely said that the code was invalid and ended already though you can see from the attached that I got it today and it says it ends August 15th. I want the 15% applied to my order from today and also recommend giving the representative that I chatted with training on being kind and also on looking up offer codes.
Business Response
Date: 08/27/2022
Hello,
We will review the customer's concern and follow-up.
Thanks,
******
Business Response
Date: 09/01/2022
Hello,
Thanks for allowing us to look into this complaint for you.
We have connected with the customer, ***, and offered a refund for the amount of the offer, as well as a giftcard to use with us in the future.
We are waiting for agreement at this time from the customer as we were playing phone tag.
Thank you for your time,
Respectfully,
****
Customer Answer
Date: 09/01/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:08/08/2022
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.
On Friday 08/05/22 at 1:26 PM, My wife **** ****** made contact with employee ***** (employee filed to provide last name in the ******** ****** Store located in **** S. ********** **, *********, ** *****. this was our second visit & again extremely disappointed at her approach. Twice the items purchased were damaged & we attempted to receive an exchange BUT employees will participate properly & failed to complied with customer satisfaction. The second attempt was successful BUT employee didn't show initiative to make more sales as my wife asked for any promotions, no motivation in sales by Employee ***** but we did received a new item.
The first time we show direct evidence of the damaged bottle & still they refused to properly assist us. We have the official & only receipt as I am the primary credit card holder (05/17/22 @12:22PM). Furthermore, we showed how the bottle was linking perfume & still didn't received proper customer service attention.
I personally contacted employee ***** & she was unprofessional during our phone communication. I did explained I will be filling a complaint with BBB but all shed replied "that's fine"
I am simply asking & requesting top management the following, properly train employees in customer service skills & most important I like to have a proper bottle non-damage be exchanged. I paid $64.90 & I expect a GOOD product to be use.
Business Response
Date: 01/20/2023
********'s ****** engaged with the consumer. ********'s ****** issued a gift card for the concern shared by the consumer. You may consider this closed.
Customer Answer
Date: 01/20/2023
I accepted the business response, the lady was extremely professional & offered us a gift card.

I am honored to inform we will start & continue our business with ******** ******.

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

Regards,

********* ****** ******
Initial Complaint
Date:08/06/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
At 1:37 AM 6/13/22 my friend placed Order #********** with VS's telephone order department. The transaction was for $74.99 which was paid with my permission via my VS e-gift card. My card balance was $285.93 at that time. At 10:28 AM 6/13 VS emailed her saying, "Due to questions pertaining to we are unable to complete the processing of the order." Later in that email, "To find an alternate selection, please visit victoriassecret.com." She tried to place another order but was unsuccessful. Some time later, when I tried to place an order, my e-gift card balance was now at $0.00! I checked with my friend and, as stated above, her transaction clearly stated that the order was cancelled. I called VS to verify and, yes, my ENTIRE BALANCE was gone. The order amount should have been returned to my card. Over my many years as a continuing (and formerly very happy) VS customer I have never before had a problem using an e-gift card, so I was just as happy to get credit put on my e-gift card for VS returns no matter whether paid via cash or credit. Now, my e-gift card balance has been removed without explanation. Despite my several calls since mid-June (at least 6 inquiries) I have been consistently told that only one person can handle this problem: Eve H. Ms. H does not pick up the telephone, her voicemail asks that only one message be left on her voicemail, and has never returned a single call, despite the 3 separate voicemail messages I was repeatedly directed to leave her: 1 shortly after the incident, one mid-July and one on 8/3/22. I received no return call from VS or Ms. H. Despite numerous additional calls to VS asking for help with this matter, each call was redirected to Ms. H. I am unable to get any explanation for the removal of my e-gift card balance which is still at $0.00.
May I please ask that VS have my $285.93 returned to a new e-gift card?
Business Response
Date: 08/09/2022
Hello **,

Thank you for taking the time to make us aware of your concerns with your eGift
card. Your Better Business Bureau complaint has been forwarded to my attention
so I may personally address your concerns.

For
questions pertaining to your eGift card, please contact our Digital Asset
Protection Department at [email protected] or call 1.614.415.5020.

Please
allow time for your call to be returned as calls are returned in the order
which they are received. We appreciate your patience.

I
regret we are unable to assist you through any other channel.

**,
thank you for contacting Victoria’s Secret.

Sincerely
yours,

Lee B.
Senior Customer Care Specialist
Victoria’s Secret
Customer Answer
Date: 08/11/2022

I am rejecting this response because:
They removed my balance from my account without even notice, even though I continually tried to reach them to resolve this. This is two months later and still no suggestion for a resolution. Calling is not a resolution.
This response does not resolve the issue but requires, again, that I telephone Victoria's Secret. I have already telephoned Victoria's Secret numerous times on the matter and left messages on three distinct occasions to what was described as "the only person who could handle the matter" at the contact number for that person (or so I was told on several occasions by the VS customer service representatives and 2 supervisors) who could resolve the issue. This matter has gone on since the matter in mid-June and it is now August 11th. I have provided Better Business Bureau with the documents that could be relevant to the issues and I presume those documents have been provided to the store. Requesting that I call again does not change anything. I am contactable through you (Better Business Bureau) or via my email or mailing address which they have in their records. I am interested in a reasonable suggestion for a reasonable resolution. Calling again does not seem like one.
Business Response
Date: 08/25/2022
BBB received phone call from Victoria's Secret, stating "Customer Care is not able to assist you. If you have any questions about the letter or your eGift card, please contact the Victoria’s Secret Digital Asset Protection Department at 1.614.415.5020. If you prefer, you may also email [email protected]"
Customer Answer
Date: 08/31/2022

Better Business Bureau:

I cautiously accept the business's response to resolve this complaint, though I must mention here that I did not perceive their response to be any intent to actually resolve the problem. I have sent them an e-mail response with a cc'd copy to you. I sent it to the address they provided, pursuant to their "offer."
Thank you or your help in this matter. I plant to advise you of the result(s) of the communications
Initial Complaint
Date:08/05/2022
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 7/28 I placed order number ********** & just received it today. However, the package that I received had NOTHING inside that I ordered & paid for.....honestly, as of recently, I have noticed more frequent problems and this is absolutely ridiculous and upsetting. I am a long time, loyal customer. I spent thousands of dollars with you. I was denied a refund at the store, even after explaining the situation so there was another inconvenience and waste of time, money and gasoline to travel. I truly love your company and hope you can make this right. On top of that, the employees were not helpful and rude...one representative even denied an exchange because the receipt/order invoice did not match the items....I explained over and over that it doesn't match because I received someone else's order and never got anything I specifically ordered. I am absolutely disgusted in the bad customer service and I am offended how I was spoken to. You definitely have a lot of areas needing improvement and more training!
Business Response
Date: 01/17/2023
********** ****** issued a full refund back to the original form of payment on 1.17.23. In addition, sent an gift to email address as an apology. You may consider this closed.
Customer Answer
Date: 01/17/2023
[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:08/01/2022
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 was gifted a ********** ****** gift card for my Birthday in May. I finally visit the store to use this gift card on July 31st. I’m told at the store that there are no funds on this gift card. The store employees help me open a case to try to load the funds. I’m told to call a phone number and give them the case number. The customer service agent tells me I have already used the funds, 4 days after purchasing it. I tell her I just opened the gift card 3 hrs ago (2 months after receiving it) I ask her what my options are. She refuses to believe that I have not used the card and says there are no other options. I research online and find that other individuals have purchased Victoria ****** gift cards and funds magically disappear. ********** ****** should give people their money back or stop selling gift cards.
Business Response
Date: 01/20/2023
********** ****** has attempted to reach the consumer with no success. We have closed this case on our end. ********** ****** would be happy to resolve once the consumer contacts us back.
Customer Answer
Date: 01/23/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 17653914

I am rejecting this response because:
********** ****** customer care left me a voicemail with a callback number. I have tried calling multiple times and cannot speak to a representative. The voice recording person states they’re “not responsible for a lost or stolen gift card and are unable to replace”. I received this gift card as a gift with no available balance. The balance had been allegedly used before I was even gifted with the gift card. This was May 2022. I had tried to contact them all summer of 2022 with no help. Now Jan 2023, they “try” to resolve this. This has happened to multiple people. Victoria ****** needs to stop stealing money and selling gift cards if the funds are not secure.

Regards,

***** *****
Business Response
Date: 01/26/2023
********** ****** spoke to the consumer to capture additional information. We were able to fully resolve concern by devaluing gift card, replacing and sending additional funds as an apology. You may considered this closed.
Customer Answer
Date: 01/27/2023
[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:08/01/2022
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.
This is regarding a return to Victoria's secret:
On July 8th I mailed few items for a return- 2 bras, 2-3 lingerie sets, 2 Moda International sweaters. I had purchased those items over a year ago but they were all brand new, never used (original price was way over $200 that I paid). After reviewing VS return policy, I was able to print a return label from their website and mailed the items. I knew I would not be receiving a refund but a store credit, which I thought was fair considering it has been more than 30 days since those were purchased. I also did not expect the store credit to equal the original cost but at least be a fair amount.
On July 31st I received a "gift card" from VS in the amount of $21.53 for all the returned items. I contacted them via online chat and was told nothing can be done since there is no order number. I was not able to provide order number as I learned from the agent that orders older than 1y are not available to access?! The agent also lied that they will connect me to a manager.
I requested an explanation of how they keep track of returns and how do they determine the correct amount to credit. I requested, considering the amount of "gift card" I received, to have the items back. Was denied again.
I am providing a copy of the chat with the VS agent, tracking number and a photo of my return. I feel that VS took multiple items back in mint condition that they can easily resell. I would simply like the items back as I can make way more than $21.53 if I sold them on poshmark or similar site or a fair amount of credit for their original cost.
Please see attached for further details.
Business Response
Date: 08/03/2022
Hello ********,

Thank you for taking the time to make us aware of your concerns with your recent
return. Your Better Business Bureau complaint has been forwarded to my
attention so I may personally address your concerns.

I
regret that I am unable to locate your return with the information provided in
your complaint. I kindly ask that you
please reply with the return order number associated with gift card you received.
Once I receive the additional information, I will be happy to research your
concerns further.

********,
I look forward to hearing from you soon.

Sincerely
yours,

*** **
Senior Customer Care Specialist
Victoria’s Secret
Customer Answer
Date: 08/04/2022
I am submitting what I received with the "gift card" that was sent to me. This is the only order number I can provide. The order numbers of the items are returned are not available for access in my online account due to likely being over a year old, as explained previously.
I have never seen "purchase history" just disappear after certain amount of time and noone being able to access it. Isn't this the whole purpose of it, so we can refer to it in situations like this?

Customer Answer
Date: 08/16/2022
I contacted VS as requested via the email they provided. They continue to repeat the same story- "without original order #...etc etc". I feel like I am talking in circles without any resolutions. *** offered $50 gift card which she supposedly sent twice to my email. It is nowhere to be found, and no- its not in my spam folder either. I feel completely robbed from my items due to lack of proper systems on the part of VS (surprising for such a well known merchant). So still no resolution whatsoever.

Business Response
Date: 08/16/2022

Hello ********,

Thank you for your replying with the requested information

Our
records indicate we processed a return for a Lightly Lined Scoop Demi Bra and a
Zuma Itsy Swim Bottom on July 25, 2022. A
refund in the amount of $21.53 was issued in the form of a merchandise credit. Without
the original order number, Victoria's Secret will issue a merchandise credit
based on the lowest selling price for returned merchandise.

You’ve
indicated that additional items were included in your return. As I previously
shared, without the original order number(s) to confirm the items that were
returned, we are unable to issue an additional refund. I am very sorry for the
disappointment caused by this matter.

To
invite you to shop with us again, a $50 eGift card was sent to your email
address on August 12, 2022 and resent on August 15, 2022.

I
am sorry that you did not receive the eGift card. A physical gift card will be sent
to your mailing address. Please allow 4 to 6 business days to receive it. It
can be used on your next online or U.S. store purchase. It will never expire or
devalue.

********,
thank you for contacting Victoria’s Secret.

Order
#**********, #**********, # ********** and # **********

Sincerely yours,

Senior Customer Care Specialist
Victoria’s Secret

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Victoria's Secret is NOT a BBB Accredited Business.