ComplaintsforVictoria's Secret

• 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,

  *******

   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was reported to the credit agencies and my credit was negatively affected. I NEVER received the bill. Victoria’s Secret did this within 2 weeks of a late payment.

  Business response

  04/17/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described around not receiving a bill. We have forwarded to our partners at ***** Financial to review and contact you regarding the late fee and credit report impact. They will be reaching out to you directly.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased items from Victoria Secret on 1/4/24 for 171.21 and returned items on April 9th due to no liking how the items fit. I kept a couple of the items I wore and returned the rest with tags and in packages. Victoria Secret sent me a e-card as a refund. I called Victoria Secret customer service eon 4/15/21 and told them I will not be using the e-card as I did not like how their items fit and not happy with the product. Victoria Secret has refused to do a full refund to the card used on file or even a check. I would like help getting a full refund form vendor since i did not like their items. They want to make me use the e-card to buy items I don't like and won't order. Thank you.

  Business response

  04/17/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to speak with you on April 16th and have issued a check for the amount of $171.21 which should arrive within 14-21 business days. Your case number for reference is ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  04/17/2024

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

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered panties from them that totalled around $40. When I called to exchange for another size they charged me another $24 for the exchange which I still don't understand but I was assured that in the end it would all work out since I was returning the smaller size. In the end I returned everything because they just didn't work for me. I spent $67.89 total (for an order worth $40!) and once they received everything back they only refunded me $24! Well that's what the email said. If you check my Victoria Secret credit card balance? I'm still being charged $67.89. This is after countless time on the phone and the chat and being told that I was being refunded and that I wouldn't receive a balance. Keep in mind in the end I kept nothing - NO PRODUCT, and they're expecting $67 from me. Seriously???????

  Business response

  04/19/2024

  Hello-

  We are sorry to hear of the experience you are describing with your order exchange. Thank you for allowing us to support with your inquiry. We were able to speak with you on 4/18. We advised that $7.67 was refunded on 4/14 along with return of $26.28 on 4/13. The order originally was $41.61 and $7.72 was previously refunded on 3/25 showing the entire order has been refunded. We also refunded $5 from your original order ********** on 4/18. The refunds will take 3-5 business days to be credited back and can take 1-2 billing cycles to reflect on your statement. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  *******

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for next day shipping to have products not available in store to arrive before I went on a trip. I paid for next day arrival 3/24 and my package did not arrive until 3/27 until after I was gone. I received a notification that my package would be late 3/25 and chatted customer service to ask for a refund. I was promised my next day shipping fee refunded to my card. It was never processed. I contacted them again 4/3 after returning to ask for my refund again via chat, and the CSR tried to gaslight me into believing I paid $8 for shipping. I called the customer service line instead and spoke with **** **** who gave me a FAKE refund confirmation number and promise that I would be refunded. It is 4/11 and I am still dealing with the run around.

  Business response

  04/16/2024

  Hello-

  Thank you for allowing us to support with your inquiry.  We are sorry to hear about your recent experience with late package then calling and chatting with our Customer Care Team. We were able to speak with you on April 12th and have refunded your original form of payment for your shipping cost, issuing a credit for $18. Refund to original form of payment will take 10 to 15 business days for processing, and 1 to 2 billing cycles for the credit to show on your statement. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  ******* 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent back items I ordered from Victoria's Secret, some of which were stretched out as though previously worn. I called them as soon as I received them and realized this was the case. There were also 2 missing items. I requested and was sent return labels which I printed out and returned on time. I asked that my original payment method be credited and now I'm being told via emails they did not receive them in time. Therefore they let me know on APRIL 5 that they've issued e-gift cards which is NOT my original payment method. I sent the packages right away after receiving the products, yet do not have control when they are processed by the company. I sent them TWO months ago and am only now hearing from them via EMAIL IN APRIL!! The gift cards are not acceptable due to THEIR delays, NOT MINE. I am owed a total of $126.68 TO BE CREDITED TO MY CREDIT/DEBIT CARDS. What Victoria's Secret has done is improper and I'm being blamed for their delays. The gift cards can't be used except for more poorly made and pre-worn items, which I will not purchase. Therefore I must receive a refund(s) to the card(s) I used and NOT Victoria's Secret gift cards. Thank you.

  Business response

  04/12/2024

  Hello-

  We have attempted to call you on several occasions as well as email. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ###-###-#### or ###-###-#### (outside the U.S. and Canada) between the hours of 9:30AM and 8:00PM EST or respond to email with best number and time to call. Please reference Case ********.

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

  Thanks,

  *******

  Customer response

  04/16/2024

  I heard from the business whereas an employee said she'd call me today, April 16,2024 at 2 p.m. to gain clarity about my complaint.  I received no such call.  And 1) I am concerned it was not the business who offered contact.,  2)  I offered to send copies of the emails from Victoria's Secret, but she stated we would talk about it during the call.  3) The person was correct in that I am owed $92.04, and not the amount I originally mentioned in my complaint..  But I need that to be credited to my original payment method still.  Victoria's Secret gift cards emailed to me will not be used by me.  They are free to cancel them as long as my original payment method is credited.  It is troubling that no one called me to discuss this.

  I apologize that I added up the credits wrongly in my original complaint.  I obtained the amounts from the return acceptance of returns email notifications from the company.

  Since I did not receive the planned phone call today, and was not followed up by that call, I renew my request that my original payment method be credited the $92.04 for the items I returned..

  Sincere Regards,
  **** ***** ***

  Business response

  04/23/2024

  Hello-

  We are sorry for the experience described around not receiving a follow up call on April 16th. We were able to speak with you briefly on April 20th where you requested we call you back later in the evening. We have sent another email and attempted call again today, April 23rd. We kindly ask you to please call us at ###-###-####, Monday through Saturday, 10:00AM to 8:00PM EST and ask for the Enterprise Team. Your case number to provide when you call is ********. 

  Once we receive a response, we would be happy to support you further.

  Thanks,

  *******

  Customer response

  05/28/2024

  Complaint Type:

  select

  Problem:

  I am submitting a complaint again since I returned merchandise in good faith in April to Victoria's Secret, but the monetary amount was never issued back to the payment method I used. Also the company per my previous complaint with the bbb, failed to contact me at times and dates we agreed mutually upon. They said they needed to speak with me, yet I waited over 1 hour on each occasion and I was not contacted as agreed. The company then proceeded to call me at times I CLEARLY stated that I was NOT available and although I tried to call them back they again failed to call at agreed upon times. They received the returned merchandise from me but issued gift cards via email which I cannot use. I need the refund on the credit card I usedfor the original purchase. Their failures to refund my money is grossly neglectful. I certainly will NOT use gift cards provided by and for a company that does not honor my returns or my business. The bbb closed the case sans resolution to me, the consumer. I am owed $92.04 and it must be refunded to my original payment method. The failure of Victoria's Secret to contact me at agreed upon times as well as receiving the merchandise back but failed to compensate me, certainly does NOT promote trust therefore their gift cards were redundant since I no longer shop there.

  
  

  Desired Resolution / Outcome

  Desired Resolution:	Other (requires explanation) select
  Desired Outcome:	Refund; Finish the job; No false promises nor requests to contact me that fail.

  
  

  Customer response

  05/30/2024

  Hi, my name is *********************, LIO six one seven nine eight one one one one four I'm calling with complaint ID two one seven six five three five four. It is not a duplicate complaint, it's a follow-up because Victoria's Secret has not issued my refund and they're getting away with keeping my money even though I returned merchandise this is ridiculous who do I complain about you guys this has to be attended to I'm owed money your job is to get it back so please call me and do your job thanks

  
  

  Business response

  05/31/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to speak with you on May 30th and were able to issue refunds to the original form of payment in the amounts off $57.40 and $34.84. You can expect the amounts to be refunded in 7-10 business days and can take 1-2 billing cycles to reflect on statement. We also extended a 20% off coupon to use on a future purchase. Reference case 11108825
  
  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  06/19/2024

  Victoria's Secret and I spoke by phone finally.  We worked through the confusion and refunds have been issued and credited.  

  I am very grateful for Victoria's Secret finally speaking with me and that they understood and issued the refunds.  It was a pleasure to get this done.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to lodge a formal complaint against Victoria's Secret concerning my recent experience with order number **********. This order, placed on their website, was divided into two shipments, both of which were delivered to my address on February 26. Upon receiving and opening these parcels with my wife, we were dismayed to find that none of the expected Victoria's Secret products were inside.Further complicating the issue, the customer support's interaction with me has been nothing short of rude and dismissive. The order was shipped to my work address, which is associated with s***ral businesses, ranging from used car sales and financial consulting to catering and auto parts sales. How***r, in an inexplicable turn of ***nts, Victoria's Secret claims to have delivered my parcel to a transportation company instead of directly to me. This assertion is perplexing, especially since the USPS courier handed the parcels directly to me. The explanation provided by Victoria's Secret support defies logic and fails to account for the physical handover of the parcels by USPS.For the past s***n years, I have been a law-abiding taxpayer residing and working in New Jersey, having n***r traveled abroad, which makes their claim ***n more absurd and baseless. If, according to their rationale, the parcel was delivered to an unknown third party, it would imply I n***r received my order, contradicting the fact that I personally accepted the parcels on February 26. The notion that a shipment could be redirected within a day to another company for delivery is not only absurd but practically impossible.Therefore, I demand a full refund of $150.71 for my order and an official apology for the unacceptable treatment and remarks made by the customer service representatives.

  Business response

  04/12/2024

  Hello-

  We are sorry to hear of the experience you are describing. We were able to speak with you and shared you would need to speak to another department. 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

  04/16/2024

  I made more than 100 calls to the specified number, namely: +1*********6, but never received a response from the company representative! I ask you to contact me immediately and help me resolve the issue!
  
  

*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. ↩