ComplaintsforVictoria's Secret

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered some Ugg boots I got them and they were too tight so I returned them in store on October 24th and was supposed to get my money back in 3-5 business days. I called back the following week because I still didn’t receive the refund they said they reprocessed it and now it’s 6 business days later and still no money. So I call back again and a representative tells me her manager processed the refund and I have to wait another 7-10 business days.

  Business response

  11/17/2021

  Hello *********,
  
  Thank you for taking the time to let us know of your concerns with your refund for the Ugg boots you returned. Your Better Business Bureau complaint has been forwarded to my attention so I may personally address your concerns.
  
  Please accept my sincere apologies for the delay in receiving your refund. I know how frustrating that can be. My research shows the refund we issued failed. Unfortunately, I do not know where in the process there was an issue. My only focus now is getting your refund to you.
  
  I am sending you a refund check for $116.60. Please allow 14 to 21 business days for it to arrive. I have also updated the notes on your order with this information.
  
  *********, I hope I have been able to resolve your concerns today. Thank you for choosing Victoria’s Secret!
  
  Sincerely yours,
  
  
  ***** **
  Senior Customer Care Specialist
  Victoria’s Secret
  
  

  Customer response

  11/17/2021

  [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

  11/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, I made an order on November 4th, 2021 online using a promo code and I paid shipping. I got an order confirmation, and a confirmation email from the company. I didn't think there would be any issues, however, when I clicked the check order status on the confirmation email, I was shocked to discover that my order had magically been canceled. I got no email for this random cancelation, so I talked to customer service because I was curious. I contacted someone she simply said oh the items were probably out of stock but I'm not sure, then in the middle of the conversation without any prior warning I find myself disconnected and talking to someone else. That person has no idea what's going on, no reason for my cancelation, states no payment record for the order nothing. I honestly don't understand what's going on, but alI I want is my order for the price I paid for. P.S next time you want to cancel the order at least have the audacity to send an email to explain why to your customers... it's simple respect

  Business response

  11/10/2021

  
  Hello *******,
  
  Thank you for taking the time to make us aware of your disappointment with your recent order experience. Your complaint has been forwarded to my attention so I may personally assist you.   
  
  The order was cancelled by our system due to an issue with the ****** offer. I know you're excited to take advantage of this deal. We experienced an issue where the offer code was not working as intended. We have since corrected this error and apologize for any confusion. We did send out an email notification to the impacted customers but it’s possible it could have been filtered as spam.
  
  We are happy to place an order for you so you can take advantage of the BOGO! I have left notes in order ********** to honor this offer and waive the standard shipping and handling. Please understand we would be unable to apply any additional offers to this order. You may contact us at #########  for assistance with replacing the order.
  
  I want to assure you that I have shared the details of your experience with our leadership team. Your valuable feedback will allow us an opportunity to improve our customer experience. I truly appreciate the time you have taken to reach out to us.
  
  *******, I hope I have been able to resolve your concerns. Thank you for contacting Victoria’s Secret.
  
  Order #*********
  
  Sincerely yours,
  
  ***** *.
  Senior Customer Care Specialist
  Victoria’s Secret
  

  Customer response

  11/10/2021

  Thank you for your response and I understand that, however, that is not my fault and should honor the order. Furthermore, it seems that none of your employees knew this at all. As the screenshot states, I was told that all discounts will be honored.
  ******* ******

• Initial Complaint

  11/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought items from victoria and didn’t receive shipping confirmation

  Business response

  11/10/2021

  Thank you for taking the time to make us aware of your disappointment with your recent order experience. Your complaint has been forwarded to my attention so I may personally assist you.   
  
  I see you have multiple current orders under the email address provided in your complaint. Please provide the order number for the shipping update you are requesting. Once I have the order number I will be happy to provide you with a shipping update.
  
  *******, I look forward to hearing from you!
  
  Sincerely yours,
  
  
  ***** **
  Senior Customer Care Specialist
  Victoria’s Secret
  
  ***********************

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i placed an order on 10/19. for a Stretch Fleece Pullover Hoodie size L order number Order #**********- the item was too big, so i called in on 10/26 to do an exchange. i spoke with a rep at 5:55pm EST . she told me she would process the replacement and i could just send hte other one back. i had to re buy the hoodie. fine. i paid 33.92 for the hoodie. even mentioned that it was a few cent cheaper than my first order. well today 11/1 i i call in to get tracking info for this hoodie. i spoke with 4 different people and no1 can find the order. however the amount was taken off my card. confirmed with bank (can send in screen shots) so after speaking with fraud and giving them my card number. they gave me a tracking number of **************** and order number **********- well this isnt me. this is my house . this is not anywhere near my house and not my name. over an hour on the phones with VS and no1 has found my order or where my money has went. So unsure if i need to file a police report, but seems like the agent stole my banking information. with no resolution at all. Fraud rep stated that they were going to get customer service on the line and would issue another hoodie, but then she hung up , and customer service rep said cant reissue without me payment or the fraud rep on the line. its a big mess. they stole from me. this should be illegal - now trying to get a hoodie or even a replacement is impossible because my card has someone else info , try want me to pay another $33 so i would be out over $90 for one hoodie - i am so upset with the level of service. and how this big company steals money

  Business response

  11/06/2021

  
  Hello *******,
  
  Thank you for taking the time to make us aware of your concerns regarding your recent order experience. Your complaint has been forwarded to my attention so I may personally assist you.   
  
  I truly apologize for the frustration this entire situation has caused you. I have shared your experience with our Leadership team so they can take a deeper look and provide necessary coaching actions to prevent this from happening in the future. I appreciate you taking your valuable time to provide the details of your experience.  
  
  I see you spoke with a Customer Care associate on 11/1/21 and the replacement item was correctly ordered under your information, order **********. The associate included a $10 electronic gift card on this order for you to use towards your next purchase. This associate also processed a manual return on the incorrect order to refund your account. Please allow 7 to 10 business days for the refund to post to your account.
  
  *******, I hope I have been able to resolve your concerns. Thank you for contacting Victoria’s Secret.
  
  Order #**********
  
  Sincerely yours,
  
  ***** **
  Senior Customer Care Specialist
  Victoria’s Secret
  

  Customer response

  11/09/2021

  It's been a week and no refund. I called on Sunday and was told that a refund was not even issued. After speaking with the verification team and customer service, the line disconnected while the agent was transferring (or she hung up on me) I was told a refund would be 3-5 days. Now youre saying 7-10.. Which is it? It's been a week. I'm still waiting for an email to confirm my refund that I was promised I'll receive in 1 hour. Well it's been a week. Regards,
  
  ******* ********- ****

  Business response

  11/26/2021

  Hello *******,
  
  Thank you for your reply.   
  
  I partnered with our leadership team to listen to the original call and was able to confirm the associate entered the phone number incorrectly which is how the order was placed under the incorrect account. Please be assured this will be addressed as a coaching opportunity for the associate. I appreciate you taking the time to share the details of your experience.  
  
  Our records indicate that a reversal of the charge for order ********** was successfully reversed. At this time, we do not have a payment attached to this order any longer. Please check with your banking institution to find out when this will reflect on your account. Depending on your bank’s policies this may show as the original charge being removed from your account or as a refund issued to your account.
  
  *******, I hope I have been able to resolve your concerns. Thank you for contacting Victoria’s Secret.
  
  ***** ***********
  
  Sincerely yours,
  
  
  ***** **
  Senior Customer Care Specialist
  Victoria’s Secret
  
  *************************************

  Customer response

  11/29/2021

  I just want to say victoria secrets Corp office was no help. The hours I put in to get their issue resolved was unbelievable. I spent countless hours trying to get my money back. With only one person ******** being able to assist. She refunded my money the very next day. I had been promised my money back for almost a month. She was truly the only person that listened to me. I sent in video of my house, my license, my front door, payment coming out of my account yet, order number yet no one actually took the time to figure out why thr agent stole my information or how to get my funds back. Kiddos to ******** - she would be the only reason I ever shopped at vs again!
  ******* ********* ****

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase on 6/27/2021 and I returned the majority of the items in their Queens Center Mall location in Queens, NY on 9/23/2021. I was told by a manager because their return systems aren’t working that they’ll have to ship it to their warehouse and I’ll receive a refund in 1-2 weeks. It’s been almost a month now and I haven’t received anything. When I chatted with their customer service on 10/21/2021, I was told that I will either receive a refund to the original payment method or a check. Within an hour, I received an email with a gift card. When I tried to talk to someone through twitter about it, they said: “Hi Chris, We issued an egift card in the amount of $31.94 for your returned items, it will arrive at your email within 2 hours, confirm# **********. You will receive an email to confirm within an hour.”

  Business response

  10/25/2021

  Hello ***********,
  
  Thank you for taking the time to make us aware of your concerns regarding your return. Your complaint has been forwarded to my attention so I may personally assist you.   
  
  The e-gift card you received was automatically generated when the associate manually processed your return because the original order was over 90 days ago. The associate submitted a request at the same time to have the e-gift card devalued and a refund issued to the original form of payment. This action was completed on 10/24/21 and you should have received an email confirmation of this. Please allow 7 to 10 business days for the refund to post to your account.     
  
  ***********, I hope I have been able to resolve your concerns. Thank you for contacting Victoria’s Secret.
  
  Order # **********
  
  Sincerely yours,
  
  Kelly L.
  Senior Customer Care Specialist
  Victoria’s Secret
  
  Ekl_*********_BBB_102521

  Customer response

  10/25/2021

  I returned it in store on 9/23/2021 at the Queens Center Mall location. The fact that you guys are rejecting my initial return with actually investigating it just shows me that I will NEVER shop there and I will let everyone else I know to never shop with you guys again. The level of disrespect you’ve shown to your customers just prove that you guys do not care about the truth. I was on camera returning it, 1 associate helped me and they switched 3 different registers because nothing was working. They called customer service about the issue and customer service told them to send it in as a return. They then told me that I will receive a refund in 7-10 days. It’s been a month and y’all are claiming that I returned it a month late? I’m making sure to take a picture of this and post it on EVERY social media platform that I’m on to prove that y’all do not care about customers, just their pockets. My wife’s purchases will be made from Fenty or La Perla from now on.  
  
  

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed 2 orders (********** and **********) for in store pickup. One order was cancelled due to the shirt not being available. I went to the Greenwood IN Pink store to pick up the other order. Unfortunately it didn’t fit. I wanted to exchange the shirt for the same shirt in a different color and size, but they wouldn’t let me. Andrea the manager was awful. I had a coupon on the shirt and she wouldn’t match the price to get the same shirt in a different size. I asked if I could return the shirt and buy it at the same price in a different color or size and she started yelling at me that she would not match the price. I also asked if I could get the cancelled order in a different size at the same price. (They didn’t have an xl, but I would have been ok with a large or getting the xl in another color). She was literally yelling and awful that she would not exchange. It was literally the same shirt. I have done exchanges on orders before with no problem. I don’t understand why it is no longer allowed. I ultimately returned the shirt because it didn’t fit, but she should have let me do an exchange for the same shirt in a different color or size. The website even has an exchange section. I shop at Pink a lot and I was picking up a third order for leggings (2 pair) and there was only one in the bag. Andrea made a big stink when I pointed out it said quantity 2 and only has one. She told another employee to make sure I actually paid for it. The other employee showed her it clearly said I paid for 2 pairs. I want to be able to receive 2 campus shine tees for the sale price of $22.44 each (with tax), not the full price.

  Business response

  10/25/2021

  Hello *******,
  
  Thank you for taking the time to make us aware of your concerns regarding your experience in the store. Your complaint has been forwarded to my attention so I may personally assist you.   
  
  I regret you did not receive the level of service you have come to expect and deserve. Please be assured that I have shared your experience with our Store Leadership team. Customer feedback is an integral part of our business as it allows us to know where we are winning, and where we need to make improvements. I truly appreciate you making us aware of your experience.
  
  Our store associates are unable to change prices on online merchandise, or price match between store and online merchandise. I see the store contacted us at the time you picked up your order as they were unable to get the return to process. A manual return was processed by our Customer Care team to refund your PayPal account for the order. When you are ready to reorder the items in a different size or color, please call Customer Care at 1.800.888.1500 and an associate will be happy to assist you with adjusting the price to match what you previously paid.    
  
  *******, we look forward to hearing from you soon. Thank you for contacting Victoria’s Secret.
  
  Order #**********
  
  Sincerely yours,
  
  Kelly L.
  Senior Customer Care Specialist
  Victoria’s Secret

  Customer response

  10/25/2021

  I called and the shirts are no longer available online. They are only available in my local store. 
  

  Business response

  10/27/2021

  Hello *******,
  
  Thank you for your quick reply. I regret the items you wanted are sold out online.
  
  We are unable to request the store to make pricing changes as they are limited on the type of adjustments they can do. I am sending you a $50.00 e-gift card to use towards a new purchase, reference order #**********. You may use the e-gift card in any U.S. Victoria’s Secret store location, online or by phone. This e-gift card will arrive to your email inbox within 48 hours. If you do not initially see it, we recommend checking your spam folder. Instructions on how to redeem the e-gift card will be included in the email.     
  
  *******, I hope I was able to resolve your concerns today. Thank you for contacting Victoria’s Secret.
  
  Order #**********
  
  Sincerely yours,
  
  Kelly L.
  Senior Customer Care Specialist
  Victoria’s Secret

  Customer response

  10/27/2021

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

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There were 2 instances, one was a return I took to the store in an unopened packaging from online, the manager would not give me a store credit&said they had to send it back to their warehouse&I would receive the credit through them mail. She gave me a tracking# on a receipt& I do not have the credit as of April 12, 2021. Thetracking # she gave me was 1***********. The transaction#on the receipt-**** Store *****. I attempted to call the store, do an online chat, send messages&even sent a copy of all my complaints tocorporate a couple months ago&still no response no credit. The 2nd incident was a return of a purse online. I used Their pre-paid return label Thru Pitney bows, parcel return service, *****. The tracking number was **********************. The item I returned it was a purse item number ******** costing $78. The order # was **********. I have done all I can do and have exhausted all options, I just want my money back from these transactions as it’s been over 6 months

  Business response

  10/21/2021

  Hello ***,
  
  Thank you for taking the time to make us aware of your concerns with your returns. Your complaint was forwarded to my attention so I may personally resolve your concerns.
  
  I certainly understand your desire to receive your refunds. I am very sorry for the disappointment this has caused.
  
  I see that we processed a return for the Victoria Slouchy Satchel, item #******** on May 29, 2021.  A refund in the amount of $82.68 was issued to your MasterCard account under reference order #**********.
  
  In order to resolve your concern with your in-store return, we are in need of additional information.  I kindly ask that you please reply with the order number and full return receipt details, Sto #, Trn #, Reg # and Date. Once we receive the additional details, we will be happy to assist you further. 
  
  ***, we look forward to hearing from you soon. Thank you for choosing Victoria’s Secret.
  
  Order # ********** and #**********
  
  Sincerely yours,
  
  Lee B.
  Senior Customer Care Specialist
  Victoria’s Secret

  Customer response

  10/21/2021

  yes, I am aware of that return, this was the same defective purse as the first one I ordered and if you noticed, that was sent out with your prepaid Pitney Bowes label on June 2nd! 

  I provided the BBB a copy of the receipt and prepaid Pitney Bowes label sent June 2nd as well. Please also note the dates on all the attachments I sent the BBB. I have never spent so much time EVER trying to get my return(s) taken care of, with printed proof from VS, EVER!!!

  Customer response

  10/27/2021

  I emailed you everything again on Sunday, to email

  providrd above and awaiting response. Please verify you received. 
  

  Thanks,  

  *** *******

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on August 7, 2021 (Order Number **********). It never arrived. The closest it got to me according to shipping records was ********, **********. I contacted Victoria's Secret two separate times via the chat function, and no one would help me. I called and was informed my order had been returned to a store. As the order never arrived, we deduced that it had been stolen in route and taken to a VS store, where the thief was given a full refund for my order on a gift card. At that point, I was told I would be mailed a check in the amount of the order. This was on August 21, 2021. I waited six weeks for the check and it never arrived. I called again, and was told again they would send a check and that if it hadn't arrived in 14-21 days to call them again. It's been over 21 days and still no refund. I'm done calling them and getting the same result. This needs to be resolved. I don't understand why they're even mailing a check. They have my card information from the order.

  Business response

  10/19/2021

  We appreciate you taking the time to let us know you have concerns. We will begin researching immediately and will contact you when our investigation is complete.

  Customer response

  10/27/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16037104
  
  I am rejecting this response because: Comenity never reached out to me.
  
  Regards,
  
  ***** *******

  Business response

  11/26/2021

  Hello *****,
  
  Thank you for taking the time to let us know of your concerns with the delivery of order **********. Your Better Business Bureau complaint has been forwarded to my attention so I may personally address your concerns.
  
  I see that you filed a dispute with PayPal for this order. Our records indicate that PayPal closed the dispute in your favor and provided you with a full refund through your account. PayPal applied a chargeback to us, revoking the original payment we received. Since a chargeback was issued and you received a refund from PayPal, there are no additional funds that are due to be refunded.  
  
  *****, I hope I have been able to resolve your concerns today. Thank you for choosing Victoria’s Secret.  
  
  Sincerely yours,
  
  
  ***** **
  Senior Customer Care Specialist
  Victoria’s Secret
  
  Order #**********
  ***********************

  Customer response

  11/29/2021

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

• Initial Complaint

  10/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on the website on Oct. 6 for three leggings and at the time there was no problem. The website said they were in stock and that my delivery was expected for Oct. 14. Today, I got an email stating, “ Thank you for your recent order. In processing your order, we found the item(s) below are no longer available.” To make sure, I looked on the website but surprisingly it said they were still in stock for delivery. I could simply just place another order but the first time I ordered, I was already saving around $48 because there was an offer at the time which dropped my total to around $80. I don’t think it would be fair for me to just reorder if I was supposed to be saving money in the first place. The chat assistant said it might’ve been out of stock in the time and got back in stock online but it was in stock the whole time.

  Business response

  10/14/2021

  
  Hello ********,
  
  Thank you for taking the time to contact us in regards to your order **********. Your complaint has been sent to my attention so I may personally address your concerns.
  
  Please accept my sincere apologies for the disappointment this has caused you. I have forwarded your feedback to our leaders. Customer feedback is an integral part of our business and I appreciate you taking the time to contact us.
  
  If you would like to reorder the leggings we will be happy to honor your original offers and cover the shipping and handling on the order. Once you place the order online, contact us via phone, email or chat with the new order number and we will adjust the prices.  
  
  ********, I hope I have been able to address your concerns. If you have any further questions or concerns, please do not hesitate to let us know.
  
  Sincerely yours,
  
  Kelly L.
  Senior Customer Care Specialist
  VS&CO
  
  Order **********
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchase 2 bras and they did not fit. I went to the store to return them and I did not bring the credit card with me. They reused to return them unless I had the credit card. I wasn't asking for money back, I wanted the credit back on my credit card. Normally, the credit goes back automatically to the card used. I don't carry the card with me. I had the manager call customer service and they advised the same thing. The manager turned around to me and said "see I told you". Totally unacceptable. Poor customer service. I went home with the bras and now I have to drive back to the store. Do they realize the price of gas now a days!

  Business response

  10/06/2021

  Hello ******,
  
  Thank you for taking the time to make us aware of your concerns with your recent return. Your complaint was forwarded to my attention so I may personally resolve your concerns.
  
  I am so sorry that you did not have a good experience at the ******* **** Victoria’s Secret Store. When customers choose to shop with Victoria's Secret, we want them to have a wonderful experience, each and every time. I am truly sorry that this was not the case with your recent visit.
  
  I see that you contacted our Customer Care team on October 5, 2021. Your comments will be shared with the store leadership team; I assure you that they will address this with the staff. I really appreciate you bringing your experience to our attention.
  
  To invite you to shop with us again, I see we are sending a $45 eGift card. You should receive this eGift card in your email within 3 to 5 business days. It can be used on your next online or U.S. store purchase.
  
  ******, I hope I was able to address your concerns today. Thank you for choosing Victoria’s Secret.
  
  Case *********
  
  Sincerely yours,
  
  
  *** **
  Senior Customer Care Specialist
  Victoria’s Secret
  *********8

  Customer response

  10/14/2021

  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

  
  

*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. ↩