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

  PO Box 16589 Columbus, OH 43216

• 

  Victoria's Secret

  4 Limited Pkwy E Reynoldsburg, OH 43068-5300

• 

  Victoria's Secret

  3 Limited Pkwy Columbus, OH 43230-1467

• 

  Victoria's Secret

  1 Crossgates Mall Rd. Albany, NY 12203

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  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.

  The *****************, *********, ** has the WORST associates that work at Victoria's Secret. on 1/14/2025 around 11:30am I stood in line WAITING to return two items from two online orders and one to exchange for a smaller size. The person behind the counter needs a new job! She was rude and ignorant! She had glasses, acne and was pudgy. She returned two of my items but NEVER GAVE ME BACK THE PACKING SLIP TO EITHER ORDER. And when I asked for the Luxe Crme Knit Button-Up Shirt ordered in a smaller size she tells me I OWE money and I looked at her with a confused look. HOW DO I OWE MONEY WHEN I WANT THE SAME TOP IN A SMALLER SIZE?? I told her you price adjust it, I don't owe ANYTHING! At that point I was beyond frustrated because she was miserable and didn't communicate at all! She handed me a receipt AFTER I told her that it doesn't matter if the item was on sale, price adjust it. So I have NO idea if the item was ordered but I better not have been charged for it. I wanted to make a purchase in the store too but since the associate at the cash wrap was so mean and miserable I ended up walking out! I will never step foot into this store again unless the store has friendly associates.

  Business Response

  Date: 01/19/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when visiting our store location. We have forwarded your feedback to the appropriate store leadership team. We were able to speak with you on January 17th. We did issue a $40 eGift card that would have arrived within two hours after speaking with you as an invitation to shop again because we do value you as our customer. Reference case ********.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 01/28/2025

  [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:01/14/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.I have no contractual obligation with ******* and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since ******* has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 01/17/2025

  Hello-

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

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/12/2025

  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.

  False advertising. It said 2 day delivery. I understand that does not include weekends. Delivery date has been pushed back 5 times. I ordered on the 4th delivery was expected on the 6th. Then updated to next day then updated to the next day then next day 9th then the 10th now still in route on the 11th. I could have just drove to the store already. The website tracking just says in route and has not been updated or even given to ****. Highly false claims of fast delivery. Will never order from this website ever again. Untrustworthy. Just update me on what is going on and get it here.

  Business Response

  Date: 01/17/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when selecting our two day shipping method,we have forwarded your feedback to the appropriate team. We were able to speak with you on January 14th. We did see the package was delivered on January 15th and again apologize it took longer than expected to arrive.We extended a $25 eGift card as a token of appreciation as we do value you as a customer. Reference case ********. 

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/11/2025

  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.

  Visited Victoria's Secret with item numbers ******** and ********. ****** a new hire struggled to locate my return. ****** credited my account with $54.88 instead of the full amount I had paid$99.99. She handed me a gift card. When I returned the items ****** put on hold. She had inadvertently returned my items to the rack because ****** had failed to share. Cashier ******* informed me that the balance on the gift card did not match the total ****** mentioned. The expected $54.88, card held $24.95.Cashier ******* explained claiming that ****** issued my refund onto a credit card. I checked the balance of that credit card, no refund. The cashier asked for my receipt. I retrieved the receipt. Cashier ******* verified the receipt, the refund amount.. The manager, upon arriving, was informed of the entire ordeal.. Not a single word of apology. I didn't have the luxury of time. The first ******** service agent was unhelpful and ended the call abruptly. I reached a representative who was courteous and understanding, listening to my concerns. The ******** service representative issued me a $30 e-gift card. I was hoping to use this gift card on an item which was priced at $24.99. The same item was listed online for $44.99, without 60% discount at ********* was promoting. After being placed on hold multiple times for forty-five minutesthe representative returned. The representative explained she couldn't honor the price and that I would have to return the store. My previous call had been disconnected without resolution. Was this how a reputable company treated a former employee in good standing, someone who had remained a loyal ********? The level of unprofessionalism I encountered was beyond disappointing. While I never directly requested a refund, I should have received an additional $45.02 plus state tax for the unsettled return amount. My overall experience left me deeply frustrated and dissatisfied with the ******** service I received. What a circus!! What a rip off!!

  Business Response

  Date: 01/17/2025

  Hello-

  We are sorry for the experience described when returning items in store and calling into our ************** We have forwarded your feedback to the appropriate teams. We have attempted to reach you by phone and email. In order to fully address your concerns, we would prefer to speak with you by phone. We kindly ask that you call us at your earliest convenience at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday to respond to email with best time to reach you. Reference Case 13789153.

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

  Thanks,

  *******

• Initial Complaint

  Date:01/10/2025

  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.

  Order placed in store Nov. 09, 2024 Delivered to me Nov. 11, 2024 Return processed Nov. 30, 2024 The item was never opened. It was returned in it's original plastic wrap. A gift card was issued stating that I returned the item outside of the 30 day return window. I did not. Not only that, the website states "Purchases made from 11/01/24 - 12/24/24 have until 1/29/25 to return" so my purchase falls within this extended window too. I called Nov. 30, 2024 and a representative told me it was a mistake and a refund to my credit card would be issued within ***** business days (or thereabouts). I never received an email confirmation or any return update (still haven't) Called Dec. 4, 2024 for an update. This representative told me there was no issue. My return was still in process even though I didn't receive any confirmation. Dec. 11, 2024. Call again. Agent has no idea what I'm talking about. Says my account has no record of a returns credit. Tells me they will processes it again. Dec. 17, 2024. Still no email or confirmation so I call again. No update, get frustrated and hang up. Jan. 1, 2025 call and demand to speak to a manger as it's been 19 business days and I haven't received a credit. The manager gives me a case number, ensures me that by Jan 7 I should see the credit to my account. I believe him. Case number ********. Jan. 8, 2025 no credit. I call. They again have no record of my issues. The case number does absolutely nothing as the agent seems to not even understand how / where in the system to input it. escalate to management again. Get nowhere. They tell me that I need to wait another ***** business days. This BBB caim is Jan. 10, 24 business days since my original claim and still no credit. Above have been top of the most terrible consumer service interactions I've ever had as a seasoned online shopper. To not even get an email with the updated return request is unbelievable. I can't help but feel cheated out of my money.

  Business Response

  Date: 01/17/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience regarding described when calling into our ************* and not receiving your refund and any inconvenience this has caused. We attempted to call and email sharing your refund in the amount of $47.42 was issued on January 14th. You should see this refund post to the original form of payment in 7-10 business days and 1-2 billing cycles to reflect on your statement. Reference Case ********.

  Let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/29/2025

  [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.

  Thank you for the help and progress. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:01/09/2025

  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 purchased goods on this website on December 27, 2024. My order number is W135945625 and the tracking number of the express delivery is **********************. The total amount of this order is ***** US dollars.

  The package was sent on December 29, 2024, yet I have not received the goods to date. **** tracking shows the package is still in ******. I am feeling helpless and have contacted the website's online customer service multiple times. The customer service representative confirmed that I have not received the item and promised to process a refund for me. However, the refund attempt failed, and I received an email stating: *Due to questions pertaining to your account, we were unable to process your replacement package. For more information, please contact ************* at **************.*

  On January 9, 2025, I called customer service, but the representative was unreasonable. They insisted that since the package was sent to a freight company, I would not be refunded. I was extremely frustrated and disappointed, but they refused to offer any resolution. I believe that regardless of the delivery address, I should still have customer rights, and since I have not received the package, the website should process a refund for me. Before purchasing, I was not warned that I could not use a freight address, nor was my purchase restricted. I have made many purchases from this website in the past and am a gold member, and this handling has left me deeply disappointed. 

  Business Response

  Date: 01/14/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry your package did not arrive to the shipping address. We have issued a refund in amount of  $80.94 will be credited back within 3-5 business days and can take 1-2 billing cycles to show on statement. An email would have arrived within the hour after reflecting the refund issued on January 13th. Reference Case 13750651.

  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.

  Please let us know if we can support further.

  Thanks,

  *******

  
  

  Customer Answer

  Date: 01/14/2025

  [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:01/08/2025

  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'm not liable for this debt with Victorias Secret. I did not sign a contract with ****************************. They did not provide me with the original contract as requested

  Business Response

  Date: 01/10/2025

  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:01/08/2025

  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 returned merchandise on Dec 12, 2024 and have not received my credit. I continue receiving emails that the return has not been scanned by the carrier based on the barcode in the first attachment. However, the second attachment is the return information from USPS showing the merchandise arrived at VS on Dec 24, 2024. Why hasn’t credit been issued to my account yet?

  Business Response

  Date: 01/13/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry
  for the delay in refund being issued from your return on December 12th.
  We have cancelled the pending return and then processed a new one today referencing
  order **********. We have issued a refund of $160.35 that will be credited back within 3-5 business days and can
  take 1-2 billing cycles to show on statement. An email would have arrived
  within the hour after reflecting the refund issued. If you need additional
  support with your refund, please feel free to give us a
  call at ###-###-#### between
  the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case ********.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/08/2025

  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.

  Request: Refund in the amount of $468.53 to Discover card ending in 1305 Date of the transaction: 07/01/2024 The amount of money you paid the business: $468.53 What the business committed to provide you: The 30 day timeframe starts from the date your order ships. Merchandise may be refunded in the original form and amount of payment for the returned merchandise.What the nature of the dispute is: Rightfully owed refund withheld from customer Whether or not the business has tried to resolve the problem: I have chatted with customer service about this issue 7 times and have called and left a voicemail for a manager. Each customer service agent keeps telling me they have submitted a refund request and that I should receive either an email with a summary of this request or the refund itself within 3-10 business days (depending on who I am chatting with). I have never received that update email and I have never received the refund of $468.53 to my Discover card ending in 1305. Order Numbers: W123961562, W123964223, W123962745 Order Date: 07/01/2024 Order Shipped Date: 07/02/2024 Tracking Numbers for Original Shipments: 1Z425905YW17829394, **********************, ********************** Order Received by Customer Date: 07/09/2024, 07/06/2024, 07/06/2024 Total of Return Merchandise: $468.53 Return Shipped from Customer to **********************: **/**/2024 Returning Tracking #: ************************** Return Received by Victoria's Secret: 07/22/2024 (confirmed by ****************************) Delivered to Agent Delivered by Agent to ******************************* July 22, 2024, 12:00 pm Shipping Partner: *** MI Return Deadline Per Victorias Secret Return Policy: 07/31/2024 Deadline Customer Met: 07/22/2024 Refund Owed: $468.53 Refund To: Original Payment Method, Discover card ending in 1305

  Business Response

  Date: 01/13/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience regarding not receiving your refunds and any inconvenience this has caused. The refund in the amount of $468.53 was resubmitted on January 9th. You should expect to see this refund post to the original form of payment in 7-10 business days. If you need additional support with your refund or have any questions pertaining to this, please feel free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to the email we sent on January 8th with best time to reach you. Reference Case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/15/2025

  [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:01/08/2025

  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.

  I purchased a total of 8 items. I sent special instructions for delivery. The items were left in the wrong area where they were stolen and some tampered with. I attempted to provide proof of the package and they told me they do not provide investigations or refunds for missing and stolen items. They keep saying contact the bank and that I tampered with the items.

  Business Response

  Date: 01/13/2025

  Hello-

  We have attempted to call you and was able to leave a Voicemail on two occasions as well as sent email. In order to fully address your concerns, we would prefer to speak with you by phone. We kindly ask that you call us at your earliest convenience at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday to respond to email with best time to reach you. Reference Case 13740244.

  Once we hear back, we are happy to support further.

  Thanks,

  *******