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:01/06/2025

  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 made an online purchase with Victorias Secret under the understanding that there was an option for free returns via mail. I received my order and tried to generate a ** code to send my order returns back through the post office. The ** code was not working so I canceled the return and try to make a shipping label which also does not work. I have now canceled this return and restarted it 23 times and have documentation to prove it. Ive spoken to four online customer service representatives all who are not very helpful and tell me that its an issue with either my phone or computer and to take the return to the store. I dont live far from my location but I live far enough where that is a huge inconvenience to me as the post office is right around the corner. Today I tried again to get help from an agent who told me they werent able to send me a copy of the label but that the shipping label is working on his side again insinuating the issue is on my end Ive tried three phones and iPad and a desktop computer and no the options are not working. It is a website issue. Every time I try to get a ** code or a shipping label. It comes up as a blank page with an error. I want somebody to help me process this returned because I find this absolutely ridiculous that nobody wants to help me.

  Customer Answer

  Date: 01/08/2025

  Victorias Secret Case ******** FOLLOW UP-

  Im writing a follow up complaint as Victorias Secret contacted me after my first complaint and said they needed to speak to me directly I called back the number and extension provided which must of been in error because it was a line for employees. After calling multiple times I finally got someone and provided my case number, he told me there was no such case number in the system and rudely asked me what I was calling about.

  Finally, miraculously he was able to find my account and again like the other agents I spoke to told me to cancel the return and try again I told him I have done that now ********************************************* reaching out to better business bureau because I am getting no where! He stated after putting me on hold for a bit that it was a SYSTEM error on their end and to try the return again after an hour. Its been about 18 hours now and it still says technical error when trying to submit the return. Im once again asking for help getting a return label.

  I was issued a $10 credit for my troubles and that is nothing to compensate for what a headache this whole Ordeal is. I cant fathom how this company cant send me a return label?

  Business Response

  Date: 01/10/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when calling into our ************* and the issues with returning items, we have forwarded your feedback to the appropriate teams.We were able to connect with you via email sharing that we have issued a refund for the items, not need to return, in the amount of $96.60 that will be credited back in 3-5 business days. It can take 1-2 billing cycles to appear on statement. Reference case 13720384.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/06/2025

  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 purchased bras from ******************************* for many years. This last purchase my bra torn after the 30 day return. I know brass have more than 30 day life in them. I woukd like to have a credit or gift card to purchase another bra/. Have no problem returning my bra but its not wearable they *** look up my purchase by my email address or phone number I am a loyal customer.

  Business Response

  Date: 01/09/2025

  Hello-

  We are sorry for the experience described around your bra purchases and quality. 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 ************ 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 13720367.

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

  Thanks,

  *******

• Initial Complaint

  Date:01/04/2025

  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.

  Purchased Christmas gifts at the store on 12/09/24. Tried to return the items on 01/03/25 at the same location. They claimed they are unable to process my returns due to system error. They told me that I can call their corporate. They end up calling instead but asked that I wait 40 minutes. I left my information at the store. I got a call from the store to come back after 30 minutes. When I came in, the associate told me that corporate had processed my returns and that I will be receiving a check in the mail. I reminded them that their receipt said returns to original form of payment. I paid in cash so I dont understand why I had to wait 10 to 15 business days for a check to be mailed to me. And I have to leave my returns at the store with no confirmation or anything to tell me that my return is being processed. They expect me to leave the store with no refund and no products in hand. I called their corporate to confirm this information. I spoke with ****** and she told me that she can send me an email within an hour to confirm that my return is being processed. So I left the store. After more than 12 hours, I still have not received any emails except the ones to survey the employees that had helped me the night before. I called corporate again and this time I was told that I will not receive any emails until my return is processed but this will take days. Its in pending stage. I have a problem with the lies I was told to make me leave the store. I left my returns at the store without any refund and no confirmation showing that my items was returned. The store can just say no return was made. I paid in cash so I cant file any dispute. The store was able to process an online return but not a cash purchase made at the same store. Thats unreal. The associate told my husband that she cant just take cash out of the register because it will look like shes stealing from the store. But the store can take back their inventory and not give back my money?

  Business Response

  Date: 01/10/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when calling into our ************** we have forwarded your feedback to the appropriate team. We have issued a check in the amount of $138.56 that will arrive within 7-10 business days, Reference case 13720384.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/13/2025

  I am not accepting the way this was handled but I wish to not go furthermore. This has wasted too much of my time. It was suppose to be a simple transaction but due to their system error, they prolonged my refund even though they had already taken their items back. I was asking for an email to acknowledge that my items were returned at the store before leaving empty handed. But they cant even do that. They lied to me to get me out of the store.  I paid cash at the store but now I have to wait ***** business days for a check. That will be my last time shopping at *** 
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Ing

• Initial Complaint

  Date:01/02/2025

  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.

  **** into store to return item. Associate lied and said i couldnt even though it was in return period. Called customer service. They told me they would refund me. Its been 83 days. Still no refund

  Business Response

  Date: 01/07/2025

  Hello-

  We are sorry for the experience related to not receiving your refund in amount of $76.41 since October. Thank you for allowing us to support with your inquiry. We were able to connect with you via email and shared a check was mailed out on January 3rd and can take ***** business days to arrive. We also sent an email sharing this time frame separately. Reference case 13689980.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:01/02/2025

  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.

  Received part of online order made 12/22/24, 5 bras, 3 underwear. They did not fit so I took my order in to the store. They only had 1 of my bras in stock in the right size. Cashier exchanged that bra on one transaction. Then was having trouble issuing the rest of my return on a separate transaction. Brandi stepped in and called corporate to process the return. The refund was supposed to be $107.65. She said I would get an email communication by the next day. I left the online order with them since I was returning it. Its 2 days later and I’ve received no email communication and VS customer service is saying the return was cancelled on their end. I just want the $ back for the items I returned.

  Business Response

  Date: 01/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry
  for the experience of not receiving an email regarding your refund made in
  store. We were able to connect with you via email and shared we found that
  there was an internal error so we submitted for a credit card refund to be
  issued manually in the amount of $107.65 on December 31st. With the refund
  being issued manually, it will take 7 to 10 business days (up to 30 days for
  internationally-issued cards) for processing and 1 to 2 billing cycles for the
  credit to appear on your monthly statements. Reference
  Case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 01/07/2025

  I would like to wait to respond to this until after I receive the refund but I did not see that as an option.  Please advise.

• Initial Complaint

  Date:01/01/2025

  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.

  i never recieved ORDER #C110039654 and was refunded for it by the associate and she said i would be refunded in the form of a e gift card in my email but i never recieved the email with my gift card refund. Please send me the e gift card so i can make a purchase.

  Business Response

  Date: 01/07/2025

  Hello-

  Thank you for allowing us to support with your inquiry.We are sorry that the original refund was not received. We were able to connect with you via email and shared on January 3rd, your eGift card in amount of $201.15 was resent on this date and would have arrived two hours after issuing. Reference case ******** and order C110039654.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/31/2024

  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 unused items on 12/23.They were of very poor quality and I could not keep them. I am still waiting for my refund even though the items were received. I cannot get through to customer service either. Return: **********

  Customer Answer

  Date: 01/03/2025

  
  ****** ***** <******************************************>
  Attachments
  7:58 AM (2 hours ago)
  to Better
  
  Is it possible for you to add more information to this complaint? I returned these items, asked for a full refund and victorias secret, without contacting me, reshipped half of them so that I cannot get my full refund. I could not have been clearer in this complaint about not wanting this stuff.
  
  I do not want nor did I ask for an exchange of any kind. I asked for and expect a full refund.
  
  
  
  > On Jan 2, 2025, at 11:48 AM, Better Business Bureau <**********************************************************************************************> wrote:
  >
  > 72664503F1EEF

  Business Response

  Date: 01/06/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience and not receiving your refund for the items returned on December 23rd. We have forwarded your feedback to the appropriate teams regarding the quality of items and error is refunding all returned items by resending the selections. Those items do not need to be returned.

  The last email we sent on January 4th, shared we have refunded your order in amounts of $27.60 on January 2nd, then $11.83 and $13.74 on January 4th. The refunds will take 3-5 business days to be credited back to your original form of payment. We would be happy to support with any additional questions or concerns, please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case 13679326.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 01/17/2025

  [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,
  
  ****** *****

  Customer Answer

  Date: 03/31/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.  

  
  

  I returned 2 pairs of leggings to Victorias Secret on 3/22 via qr code. Return order: D000593912. The tracking shows they were delivered/received on 3/27. Your policy asks for a week-10 days to process a return. This has exceeded that. I expect my refund processed upon receipt of this complaint. I can be reached via email for confirmation of return of 2 pairs of leggings.

  Business Response

  Date: 04/02/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to confirm that you have been refunded for both leggings that were returned. One pair was refunded in amount of $25.08 referencing D000593912. The second pair was refunded April 1st in the amount of $25.08 referencing R004787434. Both were issued back to the original form of payment and will take 3-5 business days to be credited back. Case number 14417024.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:12/29/2024

  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.

  I m very dissapoin*ed wi*h ******** secret service , *hey canceled 3 of my order for a reason *ha* i made more *han one purchase which i*s ridiculous i don * see a res*rica*ion of buying s*uff , when *hey process *he paymen* and *hen af*er 2 days i received *ha* my order go* cancelled, i called *o ask for wha* reason, i guess answer was due *o several purchase, which is no sense a* all cause under consumer business bureau *here is no res*ric*ion on a person buying same i*em several size or color i believe , and *alking *o supervisor who was very rude and no* welling *o help or explaining, in my believe i *hink i have *he righ* *o buy as many i*em i wan* as long i*s for personal use and on *op of *his *hey locked my accoun*, i feel being *rea*ed as i m s*ealing or doing some*hing illegal hones*ly , and i go* very offended a* *his poin* and hope *o have a be**er resolu*ion or a good explana*ion

  Business Response

  Date: 01/03/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry that your orders have been cancelled. We were able to speak with you on December 30th and transferred you to our ************************ If you feel that we have cancelled your orders out of error, 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,

  *******

  Customer Answer

  Date: 01/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22743016
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 01/08/2025

  I did the verification but the service call was horrible and asking to supply coupons code that I used which I dont have anymore and asking questions about payment method just doesnt make any excuses or reason for cancellation and the customer service was very horrible and Im still dissatisfied with the resolution try several time to chat but unresponsive at all

  Business Response

  Date: 01/13/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when calling and chatting into ************** We have shared your feedback with the appropriate teams. We have confirmed that the orders placed January 12th did process and have both shipped. Reference case ********.
  

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:12/27/2024

  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.

  I was so excited to purchase $200 gift cards for my family members as part of their holiday gifts. Unfortunately, amidst the chaos of the season, I somehow misplaced one of the cards and havent been able to find it despite searching everywhere.I went back to the store for help, but I was informed that gift cards are treated like cash, which I completely understand. This situation is not Victorias Secrets responsibility, and I take full ownership of the mistake. However, I wanted to reach out to see if theres any possible way to recover the value of the lost $200 gift card so I can still give it to the family member who missed out on Christmas.Thank you so much for your time and understanding. I truly appreciate the quality and value your brand brings, from outfits to bras and underwear. Your dedication to women is something Ive always admired. Thank you again.

  Business Response

  Date: 01/03/2025

  Hello-

  We are sorry for the experience described related to your lost Gift Card. We were able to speak with you on January 2nd and explained that without a valid receipt showing where the purchase was made for gift cards, we would not be able to support with locating to resend. If you do come across the receipt, please feel free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday. Reference Case ********.

  Thanks,

  *******

  Customer Answer

  Date: 01/06/2025

  [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:12/23/2024

  Type:Sales and Advertising 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 store at ******** did not accept the attached coupon. The store manager, *******, was unable to assist with this issue. Retailers like Victoria's Secret should consider honoring the coupons distributed to customers, as the intent of these coupons is to encourage store visits. I hope this complaint reaches the appropriate level and leads to some changes.

  Business Response

  Date: 12/28/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described in store with your offer. We were able to speak with you on December 23rd and have issued a $25 eGift card that should have arrived within 2 hours of being issued. Reference case 13564122.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 12/28/2024

  [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,
  
  Wellyston ********