ComplaintsforVictoria's Secret

• Initial Complaint

  11/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered products online and they did not fit. The return policy mandates a $15 shipping charge. I looked further into the return policy and could not find any details that would not allow store exchange. I had to drive 45 minutes to a different city and was told that I could not exchange the product. I called the customer service and there was nothing they could do to help either. They were unable to provide any compensation despite me being misinformed and inconvenienced. It cost me more money now since I had to drive a fair distance to the closest store. The website should be more clear about the restrictions of the return/exchange policy and should provide better customer service for inconvenient situations such as this.

  Customer response

  11/07/2024

  Victoria's Secret customer service reached out and I was able to get i  contact with one of the associates. We spoke about my concerns with the website and lack of availability for exchange in store. I was given a case number, they have started the process for a refund and also will provide a gift card to be used in store.

  The associate said that she will escalate the concern of online purchases being unavailable for exchange in store and will also escalate the concern of unclear instructions for return only via mail for online purchases. 

  I am content with the resolution to the situation.

  Business response

  11/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We were sorry for the experience described with not being able to return your online order in store. We were able to speak with you on November 7th and have refunded the order for the inconvenience. You can expect $169.61 CAD to be refunded in 3-5 business days and can take 1-2 billing cycles to reflect on statement. We have also issued a $45 CAD Gift card that can be used in store as an invitation to shop with us again in the future that will arrive within ***** business days. Reference case 12787923.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer response

  11/12/2024

  [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.
  The company has reached out to me and has issued a refund to my account. I am waiting for it to process back to my card and they have also stayed they are sending a gift card which may take 21 business days to arrive. 

  Please let me know if you require anymore information for this case.

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

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased Wear Everywhere Strapless Push-Up Bra (********) and wore it for the first time this week. I developed a severe skin allergic reaction to the silicon adhesive material of the bra and had a lot of blisters where the silicon material touched the skin. It caused pain and discomfort, and I had to seek medical treatment. Photos showing the skin allergy available. I called the customer service hotline but was unable to get the help I need. I am requesting a fair resolution from ****************************

  Business response

  11/05/2024

  Hello-

  We are sorry for the experience described around your bra purchase and having a reaction. We have attempted to reach you by phone and left VM as well as emailed. In order to fully address your concerns, we kindly ask that you please call us at your earliest convenience at ************** or ************** (outside the **** and ******) between the hours of 9:30AM and 8:00PM EST or respond to email with the best time to reach you. Please reference Case 12746325.

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

  Thanks,

  *******

• Initial Complaint

  11/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As I walked in the store there was an add in a section that said 2 DAY SALE ONLY 10panties for 31$. As I approached the cashier I was told this was not accurate as that had ended. The price was not honored even though the store failed to take the sign off if the sale had ended. The cashier was rude about the problem. Very unprofessional. If the sign was there it was a store mistake and it should have been honored.

  Business response

  11/05/2024

  Hello-

  We are sorry for the experience described around the panty sale being promoted after it had ended, We have attempted to call you and left VM as well as emailed. We would love to support with honoring the 10/$31 panty sale. 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 the best time to reach you. Please reference Case ********.

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

  Thanks,

  *******

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 10/25/2024 i went to the ******************************* in ********** il ***** store 11 ( **************) to exchange 2 defective bra's. that i purchased. i had a total of 4 bra of the same kind that the underwire broke in the same spot, same cup on the bra. so i took the last two. i got to the counter and SUPERVISOR G( as they called her) was very rude and hostile. i explained i didn't have the receipt but i had the credit cards that were used. she looked at the tag on the bra and threw them at me and said i'm not taking these. just by looking at the tag which had an old date, to be clear i just received an order with a NEW bra that had an old date. i can't control if i'm sent something old with recent prices. i was on the phone with customer service who heard the whole exchange. they never looked me p in the system they never even asked my name. i was racially profiled and was treated like i stole something. i asked several different people in the store for corp info who told me they had other customers to help. while on the phone with customer service i was given case number ******** i want the phone called pulled.

  Business response

  10/30/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the return experience you have described in happened in our store. We were able to speak with you on October 29th and have shared with store leadership who will take any necessary actions. We issued a eGift card in the amount of $150 for the 4 bras that were not able to be returned in store so you can replace them. This would have arrived within two hours of speaking with you. Reference case 12646733.
  
  Please let us know if you need additional support.

  Thanks,

  *******

  Customer response

  11/01/2024

  [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,
  
  Lavicieia **********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a frequent Victorias Secret shopper. I shop pretty much at Victorias Secret at least once a month and Im a little bit frustrated because I had some items that I had to return because they did not work out for me and I did receive a refund for one item, but I didnt receive the refund for the other two items. Order #W127892122 What I found to be very unusual is that I had three items that I returned altogether and what happened was I received a refund for one item but not the other two why would you not process all of the items together considering that they were shipped together makes no sense to me. I contact a customer service and he tried to manually apply the refund, but he wasnt able to because he was having some difficulties with the system. Every time he processed the refund it kept canceling out the order.The representative issued me a $20 gift card for my inconvenience and told me just to wait until the 21st for the refund to post back to my card.The representative told me that he would email me the refund confirmation, which he never did and when I go back to my account, the only thing that I see is the gift card that was placed.This is the order number for the gift card ORDER #M000260853 ORDER #C109723371 IS THE ORDER FOR THE REFUND THAT KEEPS SAYING CANCELLED.The representative did give me a case number for this issue. The case number is as follows. ******** Case number I am owed ***** I want that refund in the same method of payment issued back to my card

  Business response

  10/18/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the return experience you have had . We were able to speak with you on October 16th. We issued a eGift card in the amount of $70 for the Bombshell Seduction eDP to use toward a new order. The eGiftcard would have arrived within two hours of speaking with you. Reference case 12538331.
  
  Please let us know if you need additional support.

  Thank you,

  *******

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an order and they never refunded my card. Their website is terrible. It wouldn't let me make a return so the associate online sent me a link to a **** label. I used that label to now make the return. I returned it promptly (within a couple of days). BUt have no tracking number as the sales associate sent it to me through the chat not via ********* they are not refunding me the money and telling me to call ****. How is **** going to track a package without shipping information? VS website is a disaster that does not work and now I am the one stuck with the bill.

  Business response

  10/18/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the website, chat, and return experience you described. We were able to connect with you via email on October 14th. We issued a refund in the amount of $64.90 back to your original form of payment.  You can expect to receive your refund in 3-5 business days and can take 1-2 billing cycles to reflect on statement. Reference case 12527720.
  
  Please let us know if you need additional support.

  Thanks,

  *******

• Initial Complaint

  10/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 26, I place an order with Victoria's Secret (order #**********), I used my Victoria Secret's credit card and I was charged $102.45 for 3 items for this order; On September 27, the carrier ********* emailed me the items were damaged during transit and could not be delivered. On September 27, I also received an email from Victoria’s Secret customer service told me that this package is damaged and cannot be delivered and will be sent back to sender and they will be issuing me a refund. I replied to Victoria's Customer Service's email on September 27 asked where is my refund, my email was returned undelivered. As of today, I still haven't received the refund, and I did not receive the merchandise.

  Business response

  10/12/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience related to your order being damaged then returned and not receiving an email or refund issued. We have shared your feedback with the appropriate team. We were able to speak with you on October 9th and issued a refund in amount of $102.45. You can expect to receive your refund in 3-5 business days and can take 1-2 billing cycles to reflect on statement. Reference case ********.

  Please let us know if we can support further. 

  Thanks,

  *******

  Customer response

  10/14/2024

  [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. I hope the company will have someone to read and reply customer’s emails, so there is no need for customer to complain to BBB for situation like this. 
  
  Regards,
  
  ***** **

• Initial Complaint

  10/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for overnight shipping didnt honor it. When asking about it radio silence.

  Business response

  10/12/2024

  Hello-
  

  We are sorry that you did not receive your package by the expected delivery date. We have attempted to reach you via phone several times as well as sent an email.

  Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to the email we have sent with a good time to call you. Please reference current Case 12492968.

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

  Thanks,
  *******

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to make a on line purchase at *************************************************************. A small purchase for ***** I entered my debit card number submitted it and it said unable to process card. I attempted it again with another card same. Unable to process. My order never went thru the items remains in my cart. I checked both my banks and money was debited. I called ******** customer service they assured me that I was not charged because there is no order number. I explained I was charged twice one from each account but my order never went thru that is why there is no order number. The customer service *** told me that I did have ********************************************* placing the order. I did not want to order again and more money is gone. I wanted a refund to both accounts which they could not provide. They said the charge would drop off probably and if not I could dispute it from my bank. I asked for a confirmation number that we spoke He could not provide one. I asked for supervision. I got a voice mail box. I had this problem in the past with no resolution,that was using a giftcard. I assume its just another loss for me. I should have known better. I will never use ******** ************************** to place order. Shameful

  Business response

  10/09/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry to hear that due to a technical error, your order did not successfully place and for any inconvenience this may have caused. We were able to speak with you on today, October 9th. We would not charge for items until they actually ship out and only pre-authorize the amount until this time. Since the order was not placed, it can take 3 to 5 business days from the date of the attempted order for the preauthorizations to fall off and funds return. If you are noticing that it is taking longer, you will want to reach out to your bank to inquire the timeframe for the preauthorization to drop. Reference case 12458031.
  

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bra from Victoria's secret and the zipper mechanism failed and had a defect. I requested an exchange/new item of same to replace the defective item. However, because the tag was no longer on the item, they said there was nothing they could do for me. According to their website, "Victoria’s Secret & Co. is committed to only providing safe, high-quality products to our customers." Apparently it doesn't matter if their "high quality products" fail and are not interested in basic customer service. All I wanted was a function product which I spent my hard earned money on and a single basic extension of courtesy to replace said item.

  Business response

  10/04/2024

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described regarding your bra arriving defective as well as your attempt to exchange. We were able to speak with you on October 2nd. We resent a replacement that will arrive on or before October 10th. Order number to reference is **********.
  
  Please let us know if you need additional support.

  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. ↩