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:12/23/2024

  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 placed this order : W134978119 a few days ago actually it was shipped to me from ****** KY but you dont have the option to pick Hebron in your system, i did not receive the order wich says it was delivered, i called Victorias Secret the **************** representative processed a refund but Victorias secret canceled it, i want my refund of $62.95 back please. The item was suppossed to be : Glazed satin Long Pajama set, item sku: ********, Color : 5W3S iconic pink stripes , size L regular, Qty 1

  Business Response

  Date: 12/27/2024

  Hello-

  We are sorry to hear of the experience you are describing. We have been able to connect with you via email sharing for further assistance with your order and refund 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: 12/30/2024

  Hi no i dont accept it i want my refund back

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22722185
  
  I am rejecting this response because: Hi no i dont accept it i want my refund back
  

  
  

  
  
  Regards,
  
  Erjona Mehilli

  Business Response

  Date: 01/07/2025

  Hello-

  We wish we were able to support your order inquiry, As previously shared for further assistance with your order questions, please contact Eve directly at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received.

  Thanks,

  *******

   

  Customer Answer

  Date: 01/14/2025

  Loosers, i want my refund back

  Business Response

  Date: 01/17/2025

  Hello-

  We are sorry to hear of the experience you are describing. 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,

  *******

• Initial Complaint

  Date:12/21/2024

  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 was informed my order would be received by 12/23 and mislead by the website. I contacted chat and was again mislead and lied to by a representative telling me she would release the hold on my card. She then disconnected the chat on me abruptly. I contacted the phone number asked to speak to a supervisor and was again lied to and hung up on after specifically asking for a supervisor. This is extremely bad customer service for a well known company and i need assistance and should be compensated in some way for wasting my time and having me call in 3 times for help. My issue is still not resolved which is why im contacting the bbb. I was told the authorization hold was released back to my card which was also a lie. I want my money back since my items are not going to be here as promised

  Customer Answer

  Date: 12/23/2024

  I wanted to share how long i was left on hold after asking for a supervisor then the representative disconnected the call

  Business Response

  Date: 12/27/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described about your order and when reaching out to our ************* team via chat as well as phone. We have forwarded your feedback to the appropriate teams. We have also attempted to reach you via phone and email several times. We show that your order was returned in store on December 23rd and $135.94 refund was issued that will take 3 to 5 business days.

  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 or respond to email with good time to call. Reference Case 13564323.

  Please let us know if we can support with anything else.

  Thanks,

  *******

  Customer Answer

  Date: 01/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22718007
  
  I am rejecting this response because: For all i had to go thru i should be compensated something by ******** secrets. Its really bad customer service to have me holding all that time and constantly hung up on
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:12/20/2024

  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.

  My family and i were on vacation we wnt to a Victorias Secret in ********** and I have service dog. When I went in I thoght the emplyees were talking about me but I cant hear which is the reasonfor my dog. Then a worker came up to me and told me this isnt the place to have animals in while customers were standnig there staring. I said this is a service animal and I lost it I started crying frm the embarrassment I felt I had an arm full of items which was well over $200 I sat down and left this was so humilitaing I will never returnl; I really tam thnking about calling my attorney an taking legal action. But I am gonna give you a chance to fix this

  Business Response

  Date: 12/27/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry to hear of the store experience you had in our Florida Mall VS location. We were able to speak with you on December 24th and have escalated your experience to our store leadership team for formal review. Once we have completed the review, you can expect a member of our Resolution Team to contact you. Reference case ********.

  Thanks,

  *******

  Customer Answer

  Date: 01/01/2025

  [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:12/19/2024

  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.

  During my most recent visit(s), I have found that Store# ***** location is not adhering to the advertised VS return policy (What is your Return Policy?-ANY items(s) purchased that you don't love may be exchanged or returned, including Sale & Clearance merchandise and items received as gifts. Merchandise must be unwashed, unworn, and otherwise in its original condition.Purchases made from 11/01/24 - 12/24/24 have until 1/29/25 to return).

  I would also like clarification on it being a requirement to provide a telephone number in order to make a purchase as, I have been able to locate this policy on the ******** Secret website.

  Additionally, our in-store experience lacked customer service as we witnessed a member of management speaking rudely to us and other customers. The lack of customer service at this location seems to be a trend based on the ****** reviews posted by other customers.  

  Business Response

  Date: 12/23/2024

  Hello-

  We are sorry for the experience you have described when visiting our **************** store location.We have attempted to call you several times and have sent emails asking for additional information to better assist with your return. 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 or respond to email with a good time to call you. Please reference Case 13503809.

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

  Thanks,

  *******

  Customer Answer

  Date: 12/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22707854
  
  I am rejecting this response because: 
  

  The information provided by *******, ******** Secret representative is incorrect. I have communicated via e-mail multiple times and still some of my issues have still remain unresolved therefore, I am requesting for the District Manager to contact me as soon as possible  by e-mail.
  

  Regards,
  
  ***** *****

  Business Response

  Date: 01/03/2025

  Hello-

  Thank you for allowing us to support with sharing your store experience. We previously reviewed the emails sent and are sorry to hear you still have unresolved issues. We would support on behalf of the District Manager, and reason we were asking for more information regarding your purchase. We have forwarded your feedback to the appropriate store leadership in relation to the return policy and rude service you expressed took place at the specific store location, they will address based on that review. Please give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday to discuss any unresolved concerns. Reference Case 13503809.

  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: 22707854
  
  I am rejecting this response because: 

  As of January 06, 2025, I have not received the requested follow-up from VS corporate management and/or the district management therefore, I will be escalating this complaint to the attorney generals office for consumers..

  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/16/2025

  Hello-

  The team attempting to support with your unresolved concerns does work on behalf management and our store leadership. We would love to be able to help if you were to share the details we have requested. Until we receive a response as to how we can better support, we will consider this complaint closed. If you would like additional support, 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 have sent with a good time to reach you. Reference Case 13503809.

  Thanks,

  *******

  Customer Answer

  Date: 01/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22707854
  
  I am rejecting this response because: 
  
  The business corporate office still has not contacted as requested in my initial complaint.
  

  A complaint with the ************************ has been filed. 

  BBB , thank you for your assistance! 

  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/18/2024

  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 Account ******************** My orders: W134063556 and W133981882 totaled $129.95.Shipping Address:su Hwpe ******************************************************************************************* ************** Did not receive the goods, contacted you to replenish the goods, but has not been successful, prompting me to call the phone.I called according to your requirements, the phone went through more than an hour, which changed more than a dozen phone customer service said they can not deal with, has been upgraded, and finally your technical department is also involved in the processing, the conclusion given is the system causes:CASE ID ******** I contacted a few days, including online customer service are given to reply to the system error (specifically see the following screenshot of the chat including the phone call records)

  Business Response

  Date: 12/23/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience regarding the order refunds. On December 17th we processed manual refunds in amounts of $75 and $54.95 totaling $129.95. If you need additional support, please feel free to call us at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or reply to email sent with good time for us to reach out via phone.  Reference case 13483354.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 12/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22702133
  
  I am rejecting this response because: 
  
  Regards,
  
  ** *****

  Order number C110007942, two bottles of perfume express delivery number: ********************** December 13 arrived at the local post office has not been sent, contact online customer service also can not be dealt with, asked for a refund of ***** U.S. dollars!
  This I have contacted you guys before. You guys said let me continue to wait for the 23rd did not receive to contact you for a refund, and now you do not deal with it?

   

   

  Business Response

  Date: 01/02/2025

  We're sorry to hear that you have not received your order. Both *** and **** tracking indicate that it is still on its way and experienced carrier delays. If you are no longer interested in keeping the merchandise, you are welcome to return the items upon receiving, to receive full reimbursement. Sadly, since the package is already in transit, we are unable to stop or cancel the delivery of the order. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 01/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22702133
  
  I am rejecting this response because: I have made multiple phone calls and provided my bank card number to submit a manual refund, including emails replied to the website stating the refund was on January 1st. However, I have not received the refund yet
  
  CASE ID ******** and ID ********

  fter I called and communicated you guys provided this id and told me I would receive a refund in 7-10 days, a few days ago l specifically emailed about a refund and you told me ***** days and now you tell me I can't get a refund? This is why I keep asking for email communication so everyone has something to go on! I am requesting an immediate refund of $264.85.
   
  Regards,
  ** *****

   

  Business Response

  Date: 01/07/2025

  Hello-

  We are sorry to hear of the experience you are describing. We were able to connect with you via email on several occasions sharing that for further assistance with your order questions, please contact Eve at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received.

  Thanks,

  *******

  Customer Answer

  Date: 01/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22702133
  
  I am rejecting this response because: 
  
  Regards,
  
  ** *****

  I complained about you guys from the beginning on bbb, on three issues, all called the customer service phone number, you said the system problem so you need to manually refund, I provided the bank card number according to your refund time, to the time after the still did not receive a refund, contacted a dozen of emails, to the present still did not receive a refund, my problem has never been solved!
  1?My orders W134063556 and W133981882 were contacted by phone on December 17th for a manual refund, CASE ID ********, and I have not received my refund of $****** to date. ****** to date.
  2?W134345328 CASE ID ******** was also contacted by phone on December 17th for a manual refund to date and I have not received a refund of $134.90 USD either.
  3, W133987837 and w133987802 CASE ID ******** was also contacted by phone on December 19th for a manual refund to date and I have not received a refund of $134.90 USD either.
  The amount of the three payments is $374.75 I request a full refund!

  Customer Answer

  Date: 01/14/2025

  My order W134735500. Shipping Address su Hwpe ******************************************************************************************* ************** Tracking Number: ********************** It's been almost a month and I have not received it and am requesting a refund.

  Desired Resolution:
  Refund

  
  

  Business Response

  Date: 01/19/2025

  Hello-

  We wish we were able to support with your order ************* 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 ******** shipping with Victoria's Secret directly, you can ensure a safe and timely delivery for all your new favorites. You are welcome to file a claim with the Freight Forwarder or dispute with your bank.
  

  For assistance with your order questions, 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:12/18/2024

  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 made a purchase on 10/18 and ******** Secret has STILL not refunded me. This was my first time ever buying with VS. It was a total of $159.06, ****** ID ************************************, VS order W128966962. After the box arrived, 2 pieces didn't fit right. Since everything was a set, I went to my local VS at ************** in ** to do a full return before ******************************** suggested I just exchange the 2 pieces that didn't fit for different sizes to try. I asked if I could still return them for a full refund if they didn't fit right and she said yes. She processed them as an exchange and then for some reason ordered the other 2 items to ship to my home again. At home I tried on the new sizes and they still didn't fit right. I went back to the ********* VS again and was told by the manager that the staff who helped me was misinformed, usually an exchange can only be returned after for a gift card, but because I was told the wrong information they would help me get a full refund. I spent an hour+ at the store, they called 2 different times, CS said they had to return to a gift card and they would apply the amount back to my PP. I gave my local VS all the items. I got an email the day after from VS billing saying they already gave me a refund to a gift card. I explained that balance was approved to go back to my PP. No reply. I called and got transferred to the billing claim department who told me the gift card amount was approved to transfer to my PP in 14 business days. 14 days passed, nothing. I called again, was given the wrong phone number. They looked into it and said the claim department never processed by ******* Sheen. I sobbed on the phone. Promised I would receive it by 12/17, still nothing. Called again, agent confused even with claim #s. I had to explain this entire situation to 8 different people now on phone/in store, this has been torture and cost me 4+ hours of work so far and stress. You have my money and the items, this is theft.

  Business Response

  Date: 12/23/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience regarding the order return, refund, and contact into ************** We were able to speak with you on December 18th and have processed refund in amounts of $159.06 that will take 7-10 business days to be credited back. We also extended a $100 eGift card as invite to shop with us again in the future that will not expire. Reference case 13483379.

  Please let us know if we can support further. 

  Thanks,

  *******

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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 called a local store to verify they had a promotional item still available before I went there. They assured me they did. I made the drive, purchased the amount of items needed for the promotion, upon check out I asked where the item was and was then told theyve been out of them for a while now! No offer to help or locate a replacement or anything. Very disappointed and unhappy with this experience! Id like the black blanket that was being offered and advertised as the promotion. I tried using the online chat feature but got absolutely no where when I was finally able to get a person online.

  Business Response

  Date: 12/20/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when visiting our store and chatting in with our ************* team. We were able to speak with you on December 17th. We extended a $50 eGift card that would have arrived two hours after being issued as an invite to shop again in the future. Reference case 13462921.

  Please let us know if we can support further.

  Thanks,

  *******

   

• Initial Complaint

  Date:12/17/2024

  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.

  Placed an order on 12/03/24. Order delivery date has changed about 7 times. I finally called Victorias Secret and spoke with an employee that spoke very poor english. He would continually interrupt me, would not allow me to explain the issue of our order not arriving. I told him, Im sorry for trying to speak since Im only a customer, then he went right on speaking telling me, Rest assured, your order will arrive on Dec 18. Our order delivery date is now the 19th, after employee told me Rest assured. Employee had no desire to try to help me, he only wanted me off of the phone. We just want our order. Think Victorias Secret should ship out our order using fastest means, to make things right. **** seems to be holding our order hostage in ***************we dont live near **************. We thought by order Dec 3 would surely allow enough time to arrive before Christmas..Doesnt appear that is going to happen. We just want our order, not the refund. We WONT order from this company again if they cant find employees willing to listen to and help their customers.

  Business Response

  Date: 12/20/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience with your order tracking, items being delivered to incorrect address and when calling into our ************** We were able to speak with you on December 17 and 18th. We have refunded $115.23 on December 18th that will take 3-5 business days to be credited back along with 2 eGift cards in amounts of $30 and $20 that would have arrived two hours after being issued as an invite to shop again in the future. Reference case 13485561.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/24/2024

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

• Initial Complaint

  Date:12/16/2024

  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.

  On Dec. 8th I return items purchased online to the store. The girl was new and did not know how to ring up a refund. She first rang if but then somehow rang it again as a purchase and then a return for a gift card. The problem is there was a very small gift card and most on my ***** credit card which needs to be paid off. The manager could not help. ************* says they will help but never do. I have called them every other day. So far I have a balance on my credit card for $47.03 and a gift card I will never use. This can be verfied. The transactions are online and the gift card balance is unused. The transaction needs to be corrected. I need the refund i was due.

  Business Response

  Date: 12/20/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described regarding your refund. We were able to speak with you on December 13th. We have issued a refund in the amount of $47.03 to your original form of payment on December 17th that will take 7-10 business days to be credited back and can take 1-2 billing cycles to appear on statement. Reference case 13280916.
  

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22694421
  
  I am rejecting this response because: There still has been no credit posted to the ******** secret credit card and customer service is impossible to get accurate information from.  it has been 5 business days.
  
  Regards,
  
  **** **********

  Business Response

  Date: 12/30/2024

  Hello-

  We responded to customer on December 20th, but complaint says company needs more time. We did resolve customer concern. Can this be closed?

  Thanks,

  *******

  Business Response

  Date: 01/02/2025

  Hello-
  
  We responded to customer on December 20th, but complaint says company needs more time. We did resolve customer concern. Can this be closed?
  
  Thanks,
  
  *******

  Customer Answer

  Date: 01/02/2025

  [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. However a simple error at the store on the part of a cashier which cost me money should not have taken a month and numerous phone calls to resolve. It should have been done right there at the store. They need a way to correct their own mistakes.
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:12/15/2024

  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 at ******************************* on November 21st. This is a Christmas gift that never arrived My package was expected to arrive the 25th of November but it never arrived, it has been almost a month since this Ive tried to contact the delivery company and they I have to contact ******** secret. I put I contact with ******** secret weeks ago and still have not gotten any response. Ive been waiting and waiting checking my emails or seeing if my package arrived but nothing. I want a refund, this was suppose to be a Christmas gift. I ordered it ahead on time to make sure the items I had in mind wont sell out and to have the gift on time for ****. I got no package. I am disappointed as a customer. Its very unprofessional to not respond to your customers or try to resolve the problem. My order # is #W131647569 and I paid $106.88

  Business Response

  Date: 12/18/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described and not receiving your order. We were able to speak with you on December 16th. We have issued a refund in the amount of $106.88 to your original form of payment that will take 3-5 business days to be credited back and can take 1-2 billing cycles to appear on statement.Reference case 13442718.

  Please let us know if we can support further.

  Thanks,

  *******