ComplaintsforVictoria's Secret

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to first preface this complaint by advising that I have been a loyal VS customer for 25 yrs, and I have always received exceptional service. I currently reside in the UK, however, I wanted to place orders for my mother and sister who reside in the States.On 6/13 I visited the VS site and added items to my cart. As I mentioned as I have been a loyal customer, I always remember receiving gift boxes when purchasing robes or pjs. Before placing the order I wanted to know if gift boxes were available? As I live in the UK it is very expensive for me to call to the U.S. As such, I decided to start an online chat to have my questioned answered. I started the chat at 11:30p.m. UK time. A rep by the name of ***** answered the chat. My question was very clear "Hello, please advise when placing orders, am I able to request gift boxes?" This basic question led to a 20 min exchange. I would like you to read the chat and see how ***** for 20 mins wasted my time, gave basic answers, and when asking her to elaborate she refused to. It was like pulling teeth, she kept responding with answers like "simple gift wrap" After 20 mins of this, I ultimately had to call in to VS CS. When I called in the first time, I was on hold for a bit, and being cognisant of the expense for the call, I disconnected the call, and called to the VS store in Chesterfield, VA. The rep advised that the location did not have gift boxes. I then called back to VS CS, and requested to speak with a manager as I wanted to file a complaint about *****. The rep Xavier was very helpful, and explained that, he would have to take my complaint over the phone, but he could not guarantee a follow up. I explained that I lived abroad, so I did not have number I could be reached on, so I would submit a complaint via the BBB This was absolutely unacceptable, I had to incur an expense calling in internationally just to ask a question which should have been properly answered via chat. This is extremely disappointing

  Business response

  06/18/2024

  Hello-

  We are sorry for the experience regarding your interaction via chat with our Customer Care Team and not receiving the answers to your gift wrap questions. We have sent an email sharing the details of our gift wrap services, extending an offer to remove any gift wrap services, and standard shipping you may have when placing a domestic order. You are welcome to just respond to the email to avoid long distance cost with details requested and we are happy to take care of this for you. Reference case 11628898.

  Please let us know if you do place an order so we can support further.

  Thanks,

  *******

  Customer response

  06/20/2024

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

  The items which I wanted to purchase for gifts, some are no longer available. Moreover, the offer to provide the free gift wrapping at no charge does not make up for the expenses incurred via International phone calls to one of the VS stores as well to customer service. Online shopping should be easy and hassle free, however, my shopping journey was negatively impacted due to one of your employees who is tasked to provide customer support, providing substandard service which resulted in me not placing my order for gifts. 

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had returned an online order in store, instead of a refund the store associate sent this back to the VS warehouse and gave me a receipt with the tracking number. It has been a month now since this was delivered back to them. When I call I am being told to call a specific number and leave a message, someone will call me back. It’s been a month now and I left over 20 voicemails and no one ***r answers or returns my calls. This has been going on for too long and I want this resolved ASAP.

  Business response

  06/13/2024

  Hello-

  We were able to speak with you on June 13 and was able to forward you to the proper department to leave Voicemail for support with your order questions.

  We are sorry to hear of the experience you are describing. For further assistance with your order questions, please contact *** at ###-###-####. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks,

  *******

  Business response

  06/13/2024

  Hello-

  We were able to speak with you on June 13 and was able to forward you to the proper department to leave Voicemail for support with your order questions.

  We are sorry to hear of the experience you are describing. For further assistance with your order questions, please contact *** at ###-###-####. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks,

  *******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi good ***ning today I’m going to say my issue I’ve been experiencing since I got my order on TUESDAY, MARCH 5 ,2024 ,when I received my package the whole order was sent wrong ,basically I received somones order, I contacted right away Victoria secret and they told to to send a picture of what I received so I did ,and then they told me they will issue me the refund but I have to return the items I received first ,so I did return the items next day in the morning by **** Tracking Number: ******************00382612 Your item was delivered by an agent to a merchant at 1:00 pm on March 11, 2024 in ************* ** *****., I’ve contacted Victoria secret ***ry single day maybe like 10-15 times a day and they always tell me I need to talk to another department to issue my refund,***ry time they transfer me there no one answers and I leave voicemail and no one has called me back and it’s been 3 months already and I haven’t received my refund yet

  Order #********** Order Date Mar. 4, 2024 Total $508.99 Order Type Internet Order 4 items in this order, 1 pair of shoes And 2 sweaters and one slip dress all these items Returned Returned tracking number is By ****: Tracking Number: ****************** ******** I’ve returned all the items due to Not liking how they fit and ,I shipped back March 11,2024 and it was delivered Your item was delivered by an agent to a merchant at 1:00 pm on March 15, 2024 in ************* ** *****., been calling them ***ry single day but always I get transferred to a phone number who doesn’t respond and it goes to voicemail,and no one is hasn’t helped me out in this ,I need my refund as soon as possible,and I’m so disappointed with them as a company, I will n***r purchase anything anymore to them

  Business response

  06/11/2024

  Hello-

  We were able to speak with you on June 10th and was able to forward you to the proper department to leave Voicemail for support with your order questions.

  For further assistance with your order questions, please contact *** at ************* We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks,

  *******

  Customer response

  06/11/2024

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

• Initial Complaint

  06/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are advertising robes for $35 and in the page they are regular price.

  Business response

  06/08/2024

  Hello-

  We are sorry to hear of the concerns around the $35 Robe promotion and a selection showing as full price. We have attempted to reach via phone, finding voicemail is full, as well as email.

  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- Saturday or respond to the email we have sent Please reference current Case ********.

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

  Thanks,
  *******

• Initial Complaint

  06/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Victoria’s Secret is running an ad on Facebook for $35 robes as well as on their website. It states price as marked, but none of the robes are marked $35. When I contacted them they said it’s because you have to buy 2 robes and get one free. This is not stated anywhere on the ad. It is misleading advertising and I wanted to report it.

  Business response

  06/11/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for any confusion around the $35 robe promotion. After reviewing the details of the $35 robe, we show that the promotion is for select styles. The style for the promotion is the Short Cozy Robe. We have shared your feedback with our marketing team and we appreciate your feedback.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order was shipped on 04/11, arrived 04/13. The package was scanned at USPS May 8th as being received and then delivered on May 13th. There was no confirmation of receipt and thankfully had saved my tracking number myself. I opened a dispute with my bank on May 31 and on June 1st received the email that the return was processed but it was after 30 days and was given a gift card for $424.34. This does not make sense as the package shipped on April 11 and was already returned and in the mail by May 8th. That is not 30 days and I do not want a gift card. This package also had 2 items from a different order that were returned and packaged with its own order form that I filled out. I never received a separate email about the return of those 2 items and they were not included in the $424.34 amount.

  Business response

  06/08/2024

  Hello-

  We are sorry that you have not received your refund. We have attempted to contact you via phone as well email to assist with resolving your concerns.

  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- Saturday or respond to the email we have sent Please reference current Case ********.

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

  Thanks,
  *******

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A transaction was made March2024. The credit card statement for 53.38 was paid in full and a check sent on April 5th 2024. On April 26th 2024 we received notification the payment had not been received and a late fee had been added to the account. Assuming the check sent had been lost in transit, we paid the billed amount and the late fee over the phone. We notified the customer service representative we intended to cancel the check since the bill was paid and we did not want any other party to cash the check. We also informed them we were closing our account. On May 28th 2024 we received a statement in the amount of $25.00 with a $2.00 minimum interest charge for a returned check. The check originally written for the $53.38 was finally processed by Victoria Secret on an account that was paid in full and closed. The returned check charge is standard policy and speaking with them made no difference. They insist interest will continue to accrue until the fee is paid. We have never missed a payment or have been late! We have acted in good faith and this company, especially their customer disservice center refuses to acknowledge they tried to process a payment for a closed account where no money was owed. I will pay the $27.00 because I want them to go away.

  Business response

  05/31/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We have forwarded to our partners at Bread Financial to review and contact you regarding your account to address all concerns. They will be reaching out to you directly.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  06/10/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  (660) 351-2834

  ********* ***** ********

  Victorias Secret

  Jun 10, 2024 12:30 PM

  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order is W********* this company was suppose to refund me and hasn't. They state they did but my bank has no information. I have asked for this company to please check further that refund may of failed since my account was closed. They refuse to help me

  Business response

  05/31/2024

  Hello-

  We are sorry that you have not received your refund. We have attempted to contact you via phone and received message Voicemail is full as well as sent email to assist with resolving your concerns.

  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- Saturday or respond to the email we have sent Please reference Case ********.

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

  Thanks,
  *******

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought two orders online one March 21 and the second March 28; I returned the orders April 8 and April 12; due to the state of Georgia having mail issues my package didn’t arrive to their location on May 11, the other return hasn’t showed up yet to them. Both I purchased on their store credit card. They sent me a e-gift card of my refund which isn’t what I wanted I wanted it back on my credit card. When calling them first I was told it was out of the return window to be put back to my card; I explained I could prove when I sent it back and even had a case filed with the post office. However the next customer service rep started a case and said it would be back on my card in two business days for me not to use the gift card. I called but after four days not seeing the return to have a rude lady tell me it’s outside the window and my case was denied she refused to transfer me to a manager when I asked and kept trying to send me to voicemail. And refusing to let me speak to a manager. Overall I’ve been a member with them way over ten years and this is how I’m treated.

  Business response

  05/31/2024

  Hello-

  We are sorry for the experience described when returning your items via mail. We have attempted to contact you via phone as well email since to assist with resolving your concerns.

  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- Saturday or respond to the email we have sent. Please reference Case ********.

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

  Thanks,
  *******

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/30/24 bought in store 6 items totaling $71.45 (trans.: 9699), on 5/2/24 we realized the same items were at a discounted price, so returned these products (trans.:0575), for some reason their system was not allowing the refund to go through to the original credit card, was given a potential reason that the credit card was not issued in the US, so they told me they were giving me the refund on a gift card and then using the gift card balance to refund to the credit card (was given a case #********) was told a 7-10 business day process. On May 7th, got an email saying that it will be 10-15 business days from that date. Called Customer service on the original 7-10 business days on 05/17/24, and they said they couldn’t see the refund to a credit card, but they could see the Gift card, I informed them that this is not what the email states, and asked to wait until 5/27 if it didn’t show, I informed that it was a holiday, if that was the case should I call, and told they were still working. Today, 5/27, called and Customer Service is closed, and Still have no refund

  Business response

  05/31/2024

  Hello-

  We are sorry that you have not received your refund. We do show that the refund was submitted for $71.45 on 5/07 with a 10-15 business day timeframe to see refund. We were able to speak with you on 5/30 and have submitted a Sales Audit that will take 5-7 business days for us to email the details to provide your financial institution. Thank you for allowing us to support with your inquiry. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Business response

  06/05/2024

  Thank you for your patience as we work to resolve this matter for you. We're sorry to hear that you have not received your refund. 
  After further review of your case, it was confirmed that your bank has declined the credit we submitted on 5/7/2024. Since the bank denied the refund, we have updated the request to send you a check in its place. 
  Please allow 14-21 business days for the check to be received via the verified address we have on file. 
  Should you have any additional questions or concerns , please let us know. 

  Regards,

  Jayla C

  Customer response

  06/06/2024

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

*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. ↩