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

  1625 Western Avenue Albany, NY 12203

• 

  Victoria's Secret

  1201 Boston Post Rd Milford, CT 06460

• 

  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:03/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted customer service on 2/18 because an item less than $4 was lost in the mail and hadn't arrived by the shipment time frame. The customer service representative processed a return for the wrong tracking number on my order even though I had provided them with this information the chat.I attempted to make a purchase on your website on Saturday 3/12, Sunday 3/13, and on Monday 3/14. My shipping address and/or credit card has been incorrectly tagged as fraudulent and customer service was not knowledgeable in how to make changes so I can continue to shop with your business.Please also review the interaction with the customer service agent because they didn't recap my order correctly.

  Business Response

  Date: 03/26/2025

  Hello-

  We are sorry for the experience described with orders cancelling and incorrect order being processed for return. We would need to speak to you directly in order to better support with why the orders are canceling. Please have the account holder call our *********************** at ************** 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. Reference case 14364569.

  Thanks,

  *******

  Customer Answer

  Date: 04/01/2025

  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:

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

  *****, ****** 23101401

  Victorias Secret

  Apr 1, 2025 2:55 PM

  
  

  Customer Answer

  Date: 04/02/2025

  I attempted to place a new order today with customer service and my order was immediately cancelled. **************** is unable to determine why this is occurring and I still need assistance with my account. ORDER #**********.

  Business Response

  Date: 04/03/2025

  Hello-

  We are sorry to see that your new order was cancelled today. After review of the cancelled order,we have found that you would need to contact our *********************** directly for assistance with your order and questions as to why it cancelled. 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. Reference case 14364569.

  Thanks,

  *******

  Customer Answer

  Date: 04/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23101401
  
  I am rejecting this response because: I called the verification department and Im still unable to place orders shipping to my home. Verification transferred me back to customer service without any explanation for my order issues. Can I please work with somebody from the corporate office to resolve my issue? Im also locked out of two $15 gift cards now.

  Latest order attempt: C110498391

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

  Business Response

  Date: 04/15/2025

  Hello-

  We are sorry to hear of the experience with our ************* team. I personally attempted to reach you via phone and left voicemail with my direct number so we can work to resolve the order placement issues. My direct number is ************. You are welcome to leave a voicemail with the best date and time to reach you.

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

  Thanks,

  *******

   

  Customer Answer

  Date: 04/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23101401
  
  I am rejecting this response because: I have left a voicemail and not heard back from Victorias Secret.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/25/2025

  Hello-

  Thank you for allowing us to support with your inquiry. I was able to speak with you on April 22 and placed an order that processed showing to arrive by May 1st. Please let us know if you need any further support. Reference case 14364569.

  Thanks,

  *******

  Customer Answer

  Date: 05/02/2025

  [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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/21/2025

  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 recently attempted to exchange two defective bras, totaling $90, which had broken underwires in the same spot, and the bling was falling off immedielty after i put it on. When I went to the store, the supervisor was rude and hostile. I explained I didn't have the receipt but had the credit cards used for the purchase. She refused the exchange and couldn't provide me a reason and she threw the bras in my face. I was on the phone with customer service during the interaction, and they overheard everything. No one took the time to look me up in the system or ask my name. I felt racially profiled because i was wearing a hijab and treated as though I had stolen the items. l also asked for corporate contact information, but was told by staff that they had other customers to assist and then when trying to ask for assistance they acted like i wasn't there.

  Business Response

  Date: 03/26/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when going back to store to return defective bras, we have forwarded your feedback to the appropriate teams. We were able to connect with you via email on March 25 and extended a $50 eGift card for both bras. The email would have arrived within 2 hours of the email being received. Reference case 14364563.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 03/26/2025

  [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:03/06/2025

  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.

  after purchasing items I realized that I had purchased the wrong sizes and accidentally added something extra into my order I decided to attempt to cancel so I could attempt to reorder, I realized only within 1 hour within purchasing , my order had not been shipped but they refused to cancel my order , after speaking to 2 representatives and even calling customer service they still denied my cancellation claiming my order had been shipped even though I had received no notification of the shipment and the order still said proccessing. I have still not resolved this issue as they still refuse to cancel the order.

  Business Response

  Date: 03/13/2025

  Hello-

  Thank you for allowing us to support your inquiry. We are sorry to hear that your order was not able to be cancelled. We show a your order was delivered on March 12th. We have attempted to reach you and left Voicemail as well as sent email. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday with any questions or concerns. You are also welcome to respond to email with a good time to call you. Reference current Case 14229309.

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

  Thanks,

  *******

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.CB/VICSCRT - **************** - $0 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 03/10/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We have forwarded your inquiry to our partners at *************** to review. They will be reaching out to support you with your concerns.
  

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:03/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up my online order today. I am missing an entire bra from my order. I am upset because I purchased three bras under the impression I would be receiving three. Two associates were helping me and neither one of them informed me there were items missing from my order. I saw the bra I ordered online sitting on the shelf, and they would not add it to my order. The associate told me they would have to process all of my other items as a return, causing me to lose the coupon I've already used.

  Business Response

  Date: 03/05/2025

  Hello-

  We are sorry that you did not receive the third bra that was originally ordered and not informed by the two ************* associates you spoke with. We are happy to support with your order inquiry. We have called several times leaving voicemails along with emailing. We kindly ask that you call us to support with your order questions at ************** between the hours of 9:30AM and 8:00PM EST Monday through Saturday, or respond to the email with a good time to contact you. Reference Case 14196616.

  Once we receive a response, we are happy to support with your concern. 

  Thanks,

  *******

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair 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 made a purchase of four items and wanted to return 3. I created a return label using Label Broker per VS. My Label Broker QR was generated and a label printed. I then sent my return off for processing, with the tracking number provided by VS. The item was scanned, accepted, and was DELIVERED to the VS returns agent on 2/20/25. However, VS does not even show my return as shipped. I reached out to customer service and they were completely unhelpful, just telling me return policies instead of responding to my issue. I have a receipt from **** that shows my return was shipped and the tracking indicates it was delivered to **, yet VS is refusing to assist me. I would like the refund for the 3 items that I returned.

  Customer Answer

  Date: 02/24/2025

  This is the broker label ID return code VS provided

  Customer Answer

  Date: 02/24/2025

  This is the receipt showing my return was tendered to ****. The broker label ID matches and the tracking number is shown. 

  Business Response

  Date: 02/28/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the delay in processing your return and for the experience described when reaching out to our ************** Your feedback is valued and has been forwarded to the appropriate teams.

  We were able to issue a refund in the amount of $56.39 on February 24th. You would have received an email within the hour afterwards. It can take 3-5 business days to be credited back then 1-2 billing cycles to reflect on your statement. Case 14143789.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer Answer

  Date: 02/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:02/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the ******** Secret website it falsely advertises satin pyjama's in lengths short regular and long, with sizes up to XXL. The Short XXL size combination has never been available since early 2024. Yet they continue to falsely advertise this on the website. **************** doesn't help and I've made numerous calls concerning this with no explanation for what blatantly seems to be discrimination for customers who need Short XXL. I filed another complaint regarding this and it's Case Number ********. ******** Secret needs to be investigated for this false advertisements and discrimination.

  Business Response

  Date: 02/24/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when calling into our ************* and the limited sizing for our Satin PJs when reviewing our website, we have forwarded your feedback to the appropriate teams. We reached out via email on February 20 to share and extended a $35 eGift card as a token of appreciation as we do value you as a customer. The email would have arrived within 2 hours of the email being received. Reference case 14112111. 

  Please let us know if we can support further.

  Thanks, 

  *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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.

  On 02/19/25 I placed an order on Victorias ************************** and wanted to use my spring promo card which was for 20$ off 50$ as well as a free *****. I tried to use both offers on my order and it would only let me use the $20 off one despite me having a qualifying purchase plus a full priced *****. I went ahead and placed the order and immediately after contacted support. Spent forever going back and forth with them then they asked for the item number of the ******* I wanted to add for free and as soon as I went back to tell them the chat was disconnected by them and even worse, now when I hit the chat button it wont even open a window. I believe my time is valuable and would like a store credit for my trouble. This should have been a simple transaction and was made to be extremely impossible.

  Business Response

  Date: 02/22/2025

  Hi *******,

  We're sorry to hear about the recent issues you experienced while placing your order. We'd be happy to support you.

  We have attempted to reach you by email and phone , and left a voicemail with contact information. We also provided this information via email.  Please give us a call at your convenience, so we may take care of this for you. To speak with the appropriate team, please call us at ************** or ************** (outside the **** and ******) Monday through Saturday between the hours of 10:00AM and 8:00PM EST.

  Please let us know if you have any questions.

  Jayla 

• Initial Complaint

  Date:02/18/2025

  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.

  While shopping in the store they offered me a store credit. However after approval I never received the card and its been months but I am being consistently charged and cannot see the charges etc. I have to go in person and pay cash only because I dont have a card and no one can tell me what the charges are. I am literally just paying blindly. After speaking to two of the payment collectors which I called in they refused to assist me. They were beyond rude and now I am receiving 3 to 4 calls a day but when I call in I am getting no help!!!!

  Business Response

  Date: 02/22/2025

  Hi Nephaterie, 
  Thank you for taking the time to contact us.
  
  We understand you have concerns related to your Victorias Secret Credit Card. Regretfully, We do not have access to your account information. Your credit card is issued and administered by Victorias Secret **********************************************
  
  We have shared your request with our team at ***************. You should receive additional correspondence from a team member within *************** regarding your request. Since you have requested not to be contacted via phone, ******* has confirmed that she will be sending you a letter via mail regarding your inquiry.
  
  Thank you for being a Victorias Secret Credit Card holder. We appreciate your loyalty to our brand. 

  Kindly,

  Victoria's Secret Customer Care

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair 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.

  Subject: Complaint Regarding a Defective Bra Purchase Dear Victorias Secret Customer Service,I recently purchased a bra from Victorias Secret for $45, and I am extremely disappointed with the quality. After only 1 st time of wear, I have noticed that i hade a problem putting it on and it even gave me a scratch Given the price, I expected a product that would provide me confort. I would appreciate a resolution, whether it be a replacement, refund, or store credit. Please let me know how I can proceed with this issue. I have attached pictures as proof of the problem.Looking forward to your prompt ************* regards,******* *******

  Business Response

  Date: 02/22/2025

  Hi *******,

  Thank you for taking the time to contact us. We're sorry to hear about the disappointment you experienced with your recent purchase.

  As discussed via phone, we have sent you a $40 Electronic Gift Card to be used on a future purchase, towards the replacement of your bra.

  if we can assist you with anything else, please let us know.

  Jayla

  Customer Care Supervisor