ComplaintsforVictoria's Secret

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to purchase a bra in your Elizabeth, NJ mall location on Sunday pm (5/19). I asked the associate if they would measure me so I can purchase the correct size. They did and told me I was a 48. I was a little surprised and they said that its because of my back and that I have no boobs. Not just one associate, 2 of them. They are hispanic and so am I. Yes, I know I am heavy, but you have to say that? I was shocked that they actually said that. How insulting. Needless to say, I walked out. If your associates treat your customers like that I would say, you are going to lose a lot of customers. I won't be shopping here again. And I will make sure my family and friends hear about my visit to Victoria Secret. Also, before they took care of me, another customer asked them what the price of an item was, because the tag did not have the price. They were very rude to that customer too. I don't understand, if you don't like your job, than quit, don't take it out on us. We are the ones supporting your job. Very disappointed!!

  Business response

  05/26/2024

  Hello-

  We are sorry for the experience described when visiting our Jersey Gardens VS. 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. The phone number provided goes directly to the correct department so you would not need to ask to be transferred. Please reference Case ********.

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

  Thanks,
  *******

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ordered multiple items from Victoria’s Secret online, unfortunately I ended up returning the entire order due to wrong sizes ordered. I went to a Victoria’s Secret store in person to get a refund but instead they processed it as a regular shipping return back to their warehouse, even if I didn’t authorize or accept this. They gave me a receipt with a tracking number and said to wait 3-5 days after shipment delivery to get my refund. After some time i received an email saying that I was getting an e gift card from Victoria’s Secret but due to questions regarding my shopper account this gift card had been cancelled. I reached out to customer service and they gave me a number to call from their verification department. I have been calling this number now for weeks and no one is picking up and it goes straight to voicemail. No one responds to my voicemails. I expect to hear from a manager or supervisor regarding this asap or I will escalate this further with different consumer protection agencies for resolution.

  Business response

  05/23/2024

  HI,

  Thank you for reaching out regarding a recent online order. 

  We have attempted to reach out to the phone number provided, however it appears to be disconnected at this time. There was not an email address provided with this complaint. 

  Without being able to speak with the customer directly, we are unable to obtain necessary information to locate the mentioned order and support further. 

  Please share an active phone number and email address so we may reach out to support.

  Best Regards,

  ***** C.

  Customer Care Supervisor 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Item in question was ordered in store on 4/8/24 (order **********) and delivered to me approx 4/11/24. Item with tax was $31.35 and was charged to my ******* *** card. I returned the item to the store on 4/17/24 as I didn't like it but was told the refund would have to be via a gift card. When I questi***d why not to the original form of payment as this made no sense, sales clerk called Vic Sec Customer Svc and was told this is how it's d*** but I could contact them directly after approx 10-15 days to request they void the gift card and refund ******* *** and was given case #********. I called Cus Svc 5/1/24 to request this action, was told by the rep the case number didn't exist so explained again what I needed to be d***, was told allow 3-5 bus days to allow the credit on my card and void the gift card. Called again 5/8/24 as no credit received, again told would be taken care of and credit should appear in 7-10 bus days. On 5/10/24 received a check in the mail from VS for $31.35 to my address but made out to some*** I don't even know (******* *****), so called Cus Svc again and was assured 1) they would take care of this, 2) I should void the check, and 3) credit will appear no later than 5/14/24. As of today still not credited. I also filed a claim with ******* ***. I want this credited to my card as promised.

  Business response

  05/20/2024

  Hello-

  We are sorry for the experience you have described related to your store return. Thank you for allowing us to support with your inquiry. We were able speak with you on May 17th. We have issued a check in the amount of $32.70 that will be mailed out on 5/23 and can be expected within 7-10 business days. We have also issued a $50 eGift card for you as a token of appreciation for being a valued customer. Case number to reference ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  05/21/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was pre approved for the Victoria Secret ****** card in store. Went through the whole process of applying and was approved. My card arrived in the mail, no Victoria secret ****** card just the plain store card. I’ve read this happened to a few ppl. This is but poor business practice based off lies. You ran my credit and gave me a hard inquiry for a card I would have never applied for without the ********** logo. I don’t do store cards where I’m limited to one place to shop. This is terrible bait and switch and should be looked into. I don’t want the hard inquiry on my credit for this card.

  Business response

  05/16/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We did attempt to call with Voicemail being full and also sent an email. We forwarded your inquiry to our partners at Bread Financial to review. They have shared they will be reaching out to support you with your concerns.

  Please let us know if we can support further.

  Thanks, 

  *******

  Customer response

  05/24/2024

  [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: I did not receive any calls, or voicemails. My voicemail box is not full. 
  
  Regards,
  
  ******* *****

  Business response

  05/31/2024

  Hello- 

  We are sorry that you have not heard anything from Bread Financial. They confirmed that their investigation was completed and have sent a letter to you on 5/23 with details. Thank you for allowing us to support with your inquiry.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order and made a mistake so i tried to cancel it 30 minutes after placing the order and their live chat bot is not working at all even though it should be

  Business response

  05/14/2024

  Hello-

  We are sorry that your order was not able to be canceled when chatting in. We have attempted to call leaving a voicemail and have also sent an email. We kindly ask you to please call us at ###-###-####, Monday through Saturday, 10:00AM to 8:00PM EST. Reference case ********.

  Once we receive a call back or response via email when best day and time to call is, we would be happy to support you further.

  Thanks,

  *******

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 3, 2024 I had returned 13 items to Victoria’s Secret in the liberty towne center in Cincinnati, Ohio. I had no receipt and I explained to the cashier that I could not locate the receipt to the items and I would be ok with store credit. She proceeded to tell me that since they were from an online order that it would have to be returned back to their warehouse. I was fine with that procedure and was told that once they received the items that I should receive store credit and get it through the email I provided. I had called their customer service on 3 separate occasions because I still had not heard anything or seen anything in my email about my return and it has been well over a month. I have the receipt along with the tracking number. When I had called customer service for the third time the girl told me that the warehouse had received my return on April 22,2024 and starting from that date that it would take another 7 to 14 days to process the return. I have been given the run around on how long this simple return should take and to be credited just a store credit. The transaction# is ******************** The shipment tracking# is ************************** I have never dealt with a return that took this long to take care of and if this is how the company treats their customers and if they think that they’re going to get away with keeping what I sent back and try to resell it then I definitely will not be shopping here anymore and would honestly would want the items back at this point. I will take further action if needed

  Business response

  05/14/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We apologize for the delay in refunding your online return. We were able to speak with you on May 11th and issued a $75 eGift card for the 13 panties that were returned via mail. The eGift card should have arrived within 2 hours of being issued. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  05/14/2024

  [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,
  
  Shannon Stokes

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction April 13 2024 Victoria secret online Purchase amount 108.85 I made a purchase with VS online, and my order processed they took my money from my bank, then 2 mins later they canceled my order, and I have yet to get my money returned. I have contacted them several times and I mean by several everyday since April 13th, and today on the 20th which would be 8 days that my money hasnt been returned, I called get again and they put me hold so I waited and waited for a hour then just to hear I have to call back on Monday, why? What is the problem with returning my money for something they canceled....... very very rude horrible run around in circles with no reasolutuin

  Business response

  04/26/2024

  Hello-

  We are sorry for the experience described around not receiving assistance when calling into our Customer Care Team. We have attempted to call with no option to leave Voicemail and have also sent an email.  We kindly ask you to please call us at ###-###-####, Monday through Saturday, 10:00AM to 8:00PM EST. Your case number to provide when you call  is ********.

  Once we receive a call back or response via email when best day and time to call is, we would be happy to support you further.

  Thanks,

  *******

  Customer response

  04/29/2024

  They were not caring thoughtful apologetic and I still never got my 108.85 back, never again
  
  

  Business response

  05/02/2024

  Hello-

  We are sorry that you have not seen the pending pre-authorization release from your account. We can confirm that there was never a charge since order canceled and never shipped. We would suggest that you reach out to your financial institution to inquire around the time frame that they would have for releasing your funds.

  We did attempt to call again with no option to leave Voicemail and have also sent another email.  If you have any additional questions, please call us at ###-###-####, Monday through Saturday, 10:00AM to 8:00PM EST. Reference case ********.

  Please let us know if we can support further.

  Thanks,
  

  *******

  Customer response

  05/02/2024

  This company thinks because they have so much money they can treat lil Ole me like this and it's crap so,  how about send my package since you have my money, to *** **** **** in ******** *** ** *****, how about just do that for me and then I'll be happy
  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #********** I sent back the item Victoria's Secret VS Cotton Tank Top. Never received my refund, tried chatting with someone on their site who asked me for the tracking number even though I used their label. According to them, they cant find the tracking number so I am out of my money. Refund me immediately and fix your system so the company can find tracking numbers of labels used!!!

  Business response

  04/26/2024

  Hello-

  We are sorry for the experience described regarding interaction via chat to our Customer Care Team and not receiving your refund for the return. Thank you for allowing us to support with your inquiry. We were able to speak with you on April 22nd. Due to being outside our 30 days return time frame to refund to original form of payment, we issued a $15 eGift card for the price of the Cotton Tank Top that would have arrived via email same day. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  05/04/2024

  This was not after the 30 day refund. I sent in the tank top 5 days after I received it. I do not want a gift card. I want to be refunded. How can a company this big lie about receiving the item 30 days after, not have a way to track any of the returns used with their own label and then rob me of my refund? This is ridiculous I will not be purchasing from this company again. REFUND ME NOW.

  Business response

  05/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to speak with you on May 7th and have refunded the item returned to the original form of payment. You can expect $8.99 to be refunded in 3-5 business days and can take 1-2 billing cycles to reflect on statement. Reference order **********.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  04/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My Victoria’s Secret rewards account has been compromised and has been used fraudulently and repeatedly, in a state across the country from me. I have made many calls to both the local stores where my account was used, as well as to Victoria’s Secret customer service, requesting to cancel my rewards account to prevent further fraud. No VS rep has been able to help me; the account remains open. This is ridiculous and I feel I have no choice but to file a BBB complaint to get this handled.

  Business response

  04/23/2024

  Hello-

  We are sorry for the experience described around your Reward Account and when calling Customer Care team along with stores. Thank you for allowing us to support with your inquiry. We were able to request cancelation of your Reward account on April 19th. We followed up and were able to speak with you again today, April 23rd, sharing that it can take 5-7 business days to be completed. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  04/30/2024

  it has been 7 business days since I contacted the business on April 19th, and my rewards account remains open. They have not closed the account. This is unacceptable.

  At this point, I am considering contacting the FTC and my state’s Attorney General, given that Victoria’s Secret is keeping my rewards account open despite being aware it is being used fraudulently in another state.

  Business response

  05/09/2024

  Hello-

  We are sorry for the extended time it took to cancel your Rewards Account. We have double checked and confirmed that the reward account has been closed as well as the VS.com account linked to the email provided [email protected]. Thank you for allowing us to support with your inquiry. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  Miranda

  Customer response

  05/14/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********** I placed a order on April 4 2024 my order showing delivered on April 8 2024 well I have not gotten my order reason being my was delivered to the wrong address that’s not my address in the picture where there showing delivered my front door don’t look like that. I contacted vs and first I was told wait and give it a fews and see I did that contact them back am being told or sorry nothing they can do contact the police all kind a crap. Am very upset I would not call back vs there are very over the phone no help I ask to speak with a supervisor I was told no available or there nothing they can do to help me. I would never order online I would go to store if I need anything cause this is bull crap

  Business response

  04/22/2024

  Hello-

  We are sorry for the experience described regarding your interaction via phone with our Customer Care Team and not receiving your package. We have sent an email sharing we did refund the original order in the amount of $27.03 going back to your original form of payment and new eGift card issued in amount of $188.58 that would have been sent on 4/18 with total being $215.61. The credit will take 3-5 business days to be credited back and 1-2 billing cycles to show on statement. Reference order ********** and case ********.

  Please let us know if we can support further.

  Thanks,

  *******

   

*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. ↩