ComplaintsforVictoria's Secret

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So I was having issues with placing an order online for a 30% coupon I was recently given in your store. One item must be full price to use it which I had and I added underwear to my order on sale. Since there was an issue with placing the order I contacted a chat agent. I spoke to a chat agent that was able to attach the 30% code which I gave the chat agent and he asked if I had another coupon which I stated yes a birthday coupon. He attached both savings to my items in the cart, He first gave an uncertain total of $16.94 then when I told him that I wanted to know for certain he told me yes my total will be $16.94. After he placed the order he then told me $39.94 I told him that is not what he told me. I immediately told him to cancel the order and I would be escalating this chat. I have pictures of this whole chat as proof.

  Business response

  06/26/2024

  Hello-

  We are sorry for the experience described regarding your interaction via chat to our Customer Care Team and placing an order. Thank you for allowing us to support with your inquiry. We were able to speak with you on June 26th and placed an order honoring your offer with free expediated shipping that will arrive by 6/27. Reference case ******** and order C*********.
  
  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  06/30/2024

  [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

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Victoria Secret. I do not have a contract with CB/VicScrt, they did not provide me with the original contract as I requested.

  Business response

  06/24/2024

  Hello-

  We are sorry to hear of the experience described. We have attempted to reach via phone 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

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Victoria Secret told me to file a credit card dispute for an unrecognized charge on my credit card account on December 10, 2023 for $37.10. I followed Victoria Secret's guidance and I filed a dispute with my credit card. My dispute was denied because Victoria Secret denied it when my Bank and Visa contacted them to validate my credit card dispute of the charge on my card from December 10, 2023 for $37.10. I am disappointed with Victoria Secret for not honoring their own guidance to me. I think there should be some resolution extended by Victoria Secret to me because I cannot file another credit card dispute claiming Victoria Secret is not honoring their own guidance to me.

  Business response

  06/20/2024

  Hello-

  We are sorry to hear of the experience described around your credit card dispute being denied. We have attempted to reach via phone 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

  06/13/2024

  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:

  Billing 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

  
  

*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. ↩