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:02/02/2025

  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.

  In January 2025 I returned merchandise valued at $45.I was reimbursed with a gift card.I was never given a receipt.On trying to use the card I realized the $45 was not on it.They gave me a card of $0.Upon trying to resolve this they refused to give me back the merchandise or add value to the card.I would like this organization to add value to my card.

  Business Response

  Date: 02/08/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry that the gift card received did not contain the funds due to register error. We were able to speak with you on February 4th and reloaded the $45 due along with additional $20 as a token of appreciation. Case number 13980828.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:02/01/2025

  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 the phone customer service on a recorded line told me that they cant cancel my payment and that if I made another one by my due date that it wouldnt charge me a return fee. I got charged a return fee regardless and its their fault and they wont take responsibility. The supervisor said the exact same thing and then said but unfortunately I cant refund it after she as well said I wouldnt get charged a late or a return fee

  Business Response

  Date: 02/08/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We have forwarded your inquiry to our partners at *************** to review. They have shared they will be reaching out to support you with your concerns.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/30/2025

  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 placed an order on the 29th, and paid extra for overnight shipping as Im leaving for a trip on the 31st. I stayed home all day waiting for ***** and the driver never showed up to my door. Around or after 7pm, I got an email saying my order was delivered but I couldnt find it. I asked my neighbors, my apartment security, etc. no one had this package. I also have a Ring camera as well.Unfortunately, I havent been able to get any help from VS regarding this and its definitely upsetting, especially since this was my first order. I get delivery mistakes happen, but its incredibly rare that its ever marked delivered by mistake or too early. I was told to wait until next week (despite paying extra for overnight shipping) and if it doesnt show, theyd looking into replacing or credit.The items I ordered are out of stock, so a replacement wouldnt be possible and at this point, I dont want any credit considering how this is being handled. Id just really like a refund. Please.

  Business Response

  Date: 02/04/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We did attempt to reach you and left Voicemail. We are sorry that your order did not arrive although showing delivered. We have issued a refund back to the original form of payment in the amount of $37.02 that would have been credited back within 3-5 business days from January 31st and an email would have arrived to the one used on your order. Reference case 13959564.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 02/17/2025

  [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:01/30/2025

  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.

  Returned a package on Dec 18th that was worth $203.79 with a **** return label provided. Tracking states that the package has been delivered to the return agent, while I still have not received any notification of a refund or refund being processed. I have reached out to customer service and she said my return package has reached their warehouse ,so she processed the refund manually and gave me a refund number#C110262987,and told me I would receive my refund within 1-2 business days.But when I checked my email the next day, I found that my refund was canceled again.I do not like be lied to. I returned the item and would like my refund.I called the number they provided, but no one answered after waiting for 40 minutes. I spend most of my time at work and don't have that much time to make calls.Since you have received my return package, please refund my money.

  Customer Answer

  Date: 01/31/2025

  
  **************************** <****************************>
  2:26 AM (11 hours ago)
  to disputeresolution
  
   
  I called customer service yesterday,They said because my delivery address is a freight address,I would not be refunded,so ridiculous!!!Before purchasing, I was not warned that I could not use a freight address as delivery address.
  
  What is important is that I have returned the item and they have received my return and should refund me my money regardless of my delivery address.This has nothing to do with my delivery address.
  
  complaint number, 22876838
  

  Business Response

  Date: 02/04/2025

  Hello-

  We wish we were able to support with your order questions. Our records show that one or more of the gift cards used to make the purchase was issued as a merchandise credit, issued for purchases or returns not received. As such, merchandise purchased with those form of payment are not be eligible for claim.
  
  For assistance with your order questions, please have the account holder call our *********************** at ************** or ************** (outside U.S. and ******) between the hours of 10:00AM to 8:00PM EST, Monday through Friday, and 10:00AM to 6:30PM EST Saturday and **************************** has attempted to reach you at the phone contact number shared.

  Thanks,

  *******

  Customer Answer

  Date: 02/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22876838
  
  I am rejecting this response because: This explanation is really hard to accept. When I made the purchase on your website, the payment method was completely normal and acceptable. But now, when it comes to a refund, you're saying there's an issue with the payment method? That doesn't make sense. Plus, I called the numbers you provided, and three different customer service **** told me the refund was canceled because my delivery address was a freight forwarder. Now, suddenly, it's about the payment method? This inconsistency makes it seem like you're just looking for excuses to avoid issuing a refund.
  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 02/05/2025

  Hello-

  We apologize for any confusion and wish there was more we could do to support with your return questions and can better explain exact reasons they would need to partner with you. The only department that is able to support is our ************************ Please have the account holder call our *********************** at ************** or ************** (outside U.S. and ******) between the hours of 10:00AM to 8:00PM EST, Monday through Friday, and 10:00AM to 6:30PM EST Saturday and Sunday at your earliest convenience. 

  Thanks,

  *******

• Initial Complaint

  Date:01/27/2025

  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 went to the store in ********, ********* on 12/28/24. I bought a few items during their sale, and specifically asked the employee if I could return the items by mail if needed, because I do not have a Victorias Secret near my home. They told me that yes, I could return the items by mail but I would need to pay for the return shipping. I now need to return a few of the items, and upon calling customer service for assistance with starting a return, I was told that in-store purchases could only be returned in-store. That is ridiculous that an employee is not educated on the proper policies. If I would have known this, I wouldnt have ordered anything at all. I am not trying to return my entire order, just a few things from it. The items still have their tags, I still have my original receipt, and the purchase is tied to my Victorias Secret account. I am fine paying for return shipping. I now have over $100 worth of items that are useless to me. This is no different than an online order being returned via the mail. I need to return the BMBSHELL PLUNGE (item number *************, paid $35.96), DR **** PLUNGE (item number *************, paid $19.98), DR **** PLUNGE (item number *************, paid $59.95), and LIFESTYLE BTM PANT (item number *************, paid $69.95).

  Business Response

  Date: 01/31/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described and misinformation being shared while asking about our return policy. We have attempted to call you as well as emailed. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ************  or ************** (outside the **** and ******) between the hours of 9:30AM and 8:00PM EST Monday through Saturday or respond to email with the best time to reach you. Reference Case 13923347.

  Once we hear back, we would be happy to support you further.

  Thanks,

  *******

  Customer Answer

  Date: 02/10/2025

  ****** C <********************************>
  12:16 PM (1 hour ago)
  to disputeresolution
  
  In response to complaint ID number ********, I wish to reopen the complaint. See below response. 
  
  
  Case 13923347
  
  Dear *******,
  
  Thank you for your response. I appreciate your willingness to address my concerns. However, I prefer to communicate in writing via email for clarity and documentation purposes. Please provide a resolution to my issue via email.
  
  As stated in my original message, I was given incorrect information regarding your return policy, which led me to make a purchase under false pretenses. I now have several unused items with tags and a receipt that I am unable to return due to the misinformation provided by your employee. I am simply requesting to return the items via mail, even at my own expense, as I was originally told I could.
  
  Please let me know how you will proceed with resolving this matter. I look forward to your written response.
  
  Thank you, 
  
  ****** ******

  Business Response

  Date: 02/14/2025

  Hello-

  Thank you for your response and sharing the preferred method of contact. We have sent out an email asking for additional information regarding the three bras you have outside the one we do have the receipt for. We would ask for response to the email, before we can move forward with supporting your return questions. We will not ask that those items be returned but can be donated or gifted to someone who may be able to use them. Reference case 13923347. 

  We look forward to your emailed response so we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/24/2025

  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 tried to place a ******** Secret online order on January 16 online. The order did not go through. The system asked me to check the card and try again. I tried again on January 17, same card. It gave me the same error. Even though the order did not go through, they put pending charges against my card which have not dropped. I tried calling multiple departments and my bank and no one seems to be able to know how to fix this. The transactions are from ******** secret. I want these two transactions dropped since I cant use my card, and there was no order. The order did not go through. Please remove the pending transactions.

  Customer Answer

  Date: 01/27/2025

  I was able to have my card closed down and money refunded after I was not able to do it through ******** secret. Did it through Bank. 

• Initial Complaint

  Date:01/23/2025

  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.

  My order was shipped on January 14th. It is now January 23rd and I still have not received it. I reached out to **** and they do not know where my package is either. I am requesting a refund since I only received part of my package and it was supposed to be delivered in 5-7 business days which has now been exceeeded.

  Business Response

  Date: 01/29/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We apologize for the delayed delivery and any inconvenience this may have caused. We did reach out and received response via email from you that your order was received on Friday. We are happy to hear that you received your items. Reference case 13900647.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/22/2025

  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 W137102216 on January 15, 2025, amounting to $609.85.When the order was shipped, they provided me with the ***** tracking number. However, upon checking the tracking, it seems the package was misdelivered, as it shows 'delivered and signed.' I am not aware of anyone with such a name. I tried opening a claim with the carrier, but they did not let me since the shipper restricted that option. The only one who can open a lost package claim is the shipper.Hereby, I am reporting this package as lost. Unfortunately, when I called Victoria's Secret customer service, they kept transferring me repeatedly without providing any help. Some representatives mentioned that the refund had been approved and issued, but I have not received any confirmation regarding this.I tried speaking with several supervisors, but I was unable to, as the calls were repeatedly disconnected. In the chat, they ignored all my inquiries as well.I kindly ask you to assist me to contact the seller as soon as it is possible.Just to let you know, sometimes I am unavailable over the phone since I work a lot. Please, send me an email in case if I am unreachable.

  Business Response

  Date: 01/27/2025

  Hello- 

  We wish we were able to support with your order questions. You would need to contact our *********************** for assistance with your order questions since the address for shipment is a Freight Forwarder. Our policy shares we strive to provide a flawless experience from the time you place your order, to the delivery on your doorstep. To ensure we meet these standards, we DO NOT recommend using International consolidation services or Freight Forwarding companies for the delivery of your package.
  
  The use of these companies prohibits us from locating your package and the items contained within it and may impact your ability to make a claim if there is an issue with your order. By shipping with Victoria's Secret directly, you can ensure a safe and timely delivery for all your new favorites.
  
  For assistance with your order, please have the account holder call ************** or ************** (outside U.S. and ******) between the hours of 10:00AM to 8:00PM EST, Monday through Friday, and 10:00AM to 6:30PM EST Saturday and Sunday. 

  Thanks,

  *******

• Initial Complaint

  Date:01/18/2025

  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 an order on January 10, 2025 (W136840598) that was apparently cancelled. I paid with 2 gift cards and Victoria's Secret did not put the funds back on the gift card or send me a new egift card when the order was cancelled.I need the $218.48 refunded to me since my order was cancelled and not shippeded.

  Business Response

  Date: 01/24/2025

  Hello-

  We are sorry to hear of the experience you are describing regarding your order being cancelled and not seeing the funds returned to the gift card. For further assistance with your order questions, please contact Eve at ************. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks, 

  *******

  Customer Answer

  Date: 01/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22829041
  
  I am rejecting this response because: my money has not been refunded to my gift card. I spoke to an agent on the phone who indicated the money was refunded to my original payment method, the gift card. I called "gift card services" and they told me it had not been refunded and my balance was $0. Please send me a new eGift card for my returned funds because the old gift card has been deleted -  it was used on the order that you cancelled.
  
  Regards,
  
  ****** ****

  Business Response

  Date: 02/04/2025

  Hello-

  We wish there was more we could do to support your gift card inquiry. The only individual that is able to support with your order and order payment questions is Eve. Please contact Eve at ************. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks,

  *******

  Customer Answer

  Date: 02/19/2025

  
  ****** **** <*********************************>
  12:13 PM (3 hours ago)
  to Better
  
  I called the number and spoke to a lady who said she was emailing me a new gift card for the cancelled order. As of today, February 19, 2025, I still do not have this gift card.

  Business Response

  Date: 02/28/2025

  Hello-

  We have no record of a phone call and would not be able to specifically support with your order and gift card questions, we are sorry. Eve is the only individual that is able to support you with these. Please contact Eve via phone at ************. Once you leave a voicemail message then your call will be returned in the order it is received. 

  Thanks,
  *******

• Initial Complaint

  Date:01/17/2025

  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 items are stuck at Return Scanned status when I returned them over 2 weeks ago. I am frustrated that this process is taking so much time, I have my credit card bill coming up and I need to pay it off ASAP. I have already gotten these items from my local brick and mortar VS store.

  Business Response

  Date: 01/22/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the time it has taken for a refund to be issued for your return. We have issued a refund in the amount of $872.65 back to the original form of payment that would be credited back within 3-5 business days from January 18th. It can take 1-2 billing cycles to reflect on your statement. Reference case 13836430.

  Please let us know if we can support further.

  Thanks,

  *******