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 has 118 locations, listed below.

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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:07/22/2022

  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 made a purchase on July 2nd at ******** ******* sale I purcase items I really needed .One day after I track my package and it said lost waited an entire week to get a replacement.The customer service person is telling me I will get some items but some is not in stocks but when I check the website these items are saying in stocks but it went back to regular price I believe they are not replacing my items as it is now at regular price .It was no fault of mine my package got lost or stolen so I believe regardless of the price now I should get my exact items replace plus it says in stocks on the website I'm able to place these items in my cart I'm asking ******** ****** to please replace every item in my original order immediately thanks

  Customer Answer

  Date: 07/25/2022

  So this shows the exact items and size I previously ordered is in stocksand ******** ****** refuses to replace my original ordered items which wason sale at the time of purchase .

  Customer Answer

  Date: 07/25/2022

  Definitely in stocks but ******** refuse to replace 17609670

  Customer Answer

  Date: 07/26/2022

  Oh hibi now know what this is about .It's a complaint I file agaist******** ****** .It was just proof that the items I originally purchasedwhen my package got lost or stolen was and still is available at ************** ,but was told they are no longer available and had to get a refundwhich I did not want I wanted my items but was forced to take a refund .Ibought those items at sale prices it is back to normal price that why Ibelieve it was not replaced .screenshots are the two items that they saynot available
  

  Business Response

  Date: 01/17/2023

  ********'s ****** engaged with the consumer on 7/22/22. ********'s ****** issued a replacement package for the original package that never arrived. During the replacement process, two items were out of stock. The items were not yet removed from our site creating confusion, we issued a credit for the two items that were no longer available. This matter was fully resolved on 7/22/22, you may consider this closed. 

• Initial Complaint

  Date:07/20/2022

  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 some items from this business in May. I needed to make a return because I don’t like how the items fit me I was unaware that this company changed their return policy from allowing 90 day return with full refunds to only allowing 30 day returns with full refunds. They explained I can only get a store credit which I believe is poor customer service. In today’s economy I believe people should be able to get refunds if they are not satisfied with the purchase.

  Business Response

  Date: 01/20/2023

  ********** ****** attempted to reach the consumer via phones multiple times with no success. ********** ****** has issued a gift card as an invitation to shop again. We have considered this case closed. 

• Initial Complaint

  Date:07/16/2022

  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.

  The bra strap is literally sewed on backwards! There is no way to wear it without the strap being twisted. They offered a refund but want me to ship it back with my original paperwork. I don’t have the original paperwork and second of all this is your manufacturing and quality control fault not mine. You are free to send someone to pick up the bra. Let me know what day and time you are coming and I will place the bra outside

  Business Response

  Date: 01/17/2023

  ********** ****** engaged with the consumer via our Live Chat service on 7/16. The consumer shared her displeasure with the bra strap. We offered a refund in the full amount, requiring the consumer to return the item back to us. The consumer declined to do so, an refund was not issued. 

  ********** ****** issued a refund on 1/17/23 in the full amount, going back to original for of payment. That can take 3-5 business days to reflect. 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:07/12/2022

  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.

  I order a few items from Victoria’s Secret online. I have a torn ligament in my foot that prevents me from standing and walking for long periods of time. I placed a few orders and my items are being stolen. I report to usps Postal Police and Victoria’s secret’s of the situation. I requested that none of my items are to be sent by USPS because I already had an item stolen by way of USPS. Now, another one of my items was stolen again today. I received an email saying that my package has arrived. Then, it says it was left on the front porch. I live in NYCHA: New York City Housing Authority. There are 14 floors in my building you can’t leave someone package there it will be stolen. I had an item stolen out the mail box from Victoria’s Secrets because the postal carrier didn’t lock the cover to the mailboxes. Now, that my items has been stolen. I have been mistreated, mishandled, disrespected and I even felt disgusted by A Supervisor and a man from the Resolution team who has all day to help me but, put me on a timer. Please help me get a response with my problem. This is the first thing I wanted to buy myself after the passing of my mom. I have been depressed for a long. Now, feel I’m losing money on items I purchased for trip to begin. I just want all my items and I will shop at Victoria’s Secret’s again.

  Business Response

  Date: 07/14/2022

  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
  understand that you have concerns about your missing packages. I am sorry
  for the frustration caused by this matter.
  
  I
  see that you contacted our Customer Care team on July 7, 2022 about order #**********.
  We processed a no-cost replacement under order #**********. We shipped your
  package via USPS. It will arrive no later than the end of the day on July 18,
  2022. 
  
  I
  also see that we processed a no-cost replacement for order #**********. We
  shipped your package via UPS. It will arrive no later than the end of the day
  on July 14, 2022 under order #**********.
  
  I
  understand you have concerns with receiving your packages via USPS. I regret that
  we are unable to request a specific carrier for orders shipped standard delivery. 
  
  If
  you are experiencing difficulties receiving your orders at your shipping
  address, I recommend contacting the carrier to arrange alternate delivery
  options.
  
  *********,
  I hope I was able to resolve your concerns today. Thank you for shopping with
  Victoria’s Secret.
  
  Sincerely
  yours,
  

  *** *.
  Senior Customer Care Specialist
  Victoria’s Secret
  
  

  Customer Answer

  Date: 07/14/2022

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

• Initial Complaint

  Date:07/11/2022

  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 ordered some items while the semi annual sale was going on. I paid for regular shipping because I didn’t expect to have any problems with it. Soon after my items shipped, the website said that my package had an exception. After they delivered my package someone had stolen all of my items out of my package and victoria secret wouldn’t give my money back or resend the stuff I had already ordered. I understand it wasn’t their fault that my items were stolen but it had happened in their facility stated by the post office.

  Business Response

  Date: 07/13/2022

  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.
  
  Tracking
  information obtained from USPS shows your order was damaged while in
  transit.  I am very sorry that you
  received an empty package. 
  
  I
  have sent a new package to you, and it will arrive by the end of the business
  day of July 20, 2022 under order #**********.
  
  There
  is no charge for this new shipment. 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,
  
  *** *.
  Senior Customer Care Specialist
  Victoria’s Secret
  
  Order
  #********** and #**********

  Customer Answer

  Date: 07/13/2022

  Thank you for such great customer service! However I haven’t got an email regarding the new package? I accept the business's response to resolve this complaint.
  
  

  Customer Answer

  Date: 07/19/2022

  I have reached out to you guys once before regarding my package being stolen. The company wouldn’t refund me, so you guys resent me the things that were stolen. It was supposed to de delivered within the last couple days. But it says the same thing on the website like it did before anyone told me my package was stolen. This is very frustrating because I have given it a second chance and it happened again. You would think you would make sure it didn’t go to the same place it was stolen, but it did to most likely get stolen again. You guys need to work on figuring it out.

  Business Response

  Date: 07/19/2022

  July
  19, 2022
  
  
  
  ******* *******
  ** * ******* **
  ****** ****** ** *****
  
  Re: BBB Complaint #17550481 
  
  Hello *******,
  
  Thank you for your reply. I understand you have concerns about receiving your
  replacement package.
  
  Tracking
  information obtained from USPS shows your package is currently located at a USPS Facility in Newton Falls, OH. Your order is scheduled to arrive on or
  before June 20, 2022.
  
  You
  can track the package at usps.com with tracking number ***********************
  
  *******,
  I hope I was able to resolve your concerns today. Thank you for shopping with
  Victoria’s Secret.
  
  Sincerely
  yours,
  
  
  *** B.
  Senior Customer Care Specialist
  Victoria’s Secret
  
  Order
  #C*********
  
  Elb_*******_rebuttal_BBB_071922