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

  9683 Destiny USA Dr Syracuse, NY 13204

• 

  Victoria's Secret

  90 Elm St Ste 73 Enfield, CT 06082

• 

  Victoria's Secret

  140 Glastonbury Blvd Glastonbury, CT 06033

• 

  Pink

  28 Debevoise Street Brooklyn, NY 11206

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:04/22/2025

  Type:Sales and Advertising 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.

  Please remove my address from all Victoria's Secret paper mail advertisement mailing lists. I do not wish to receive these "presorted standard" advertisement flyers in the mail. These flyers are addressed to someone named **** ******* who doesn't live here. I have attached pictures of the flyer I received.

  Business Response

  Date: 04/23/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry that you are receiving mail addressed to another customer. We did attempt to call but phone number is disconnected and sent email sharing that we have removed the name and address from our systems. It could be possible you may still receive anything that has already been pre-printed before we removed. Reference case 14573515.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 04/23/2025

  [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:04/11/2025

  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.

  I ordered a package worth $901. Victorias Secret requested for the package to be returned to sender. It was successfully returned to sender on 2/24/25. No refund was issued. No resolution.

  Business Response

  Date: 04/15/2025

  Hello-

  We are sorry to hear of the experience you are describing. For assistance with your return questions, please contact Eve at ************. This would be the only individual that can support with your order and return questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received.

  Thanks,

  *******

  Customer Answer

  Date: 04/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23191319
  
  I am rejecting this response because: 

  I already called Eve, 5 TIMES. NO RESPONSE. WHAT IS HER EMAIL!!!!! I am tired of playing cat and mouse with you. It is ridiculous at this point. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 04/21/2025

  Hello-

  We are sorry that you have not received a response from Eve after reaching out several times. The calls are returned in order received. We wish we were able to assist with your order and return questions, we do see that the order was returned and has been refunded by your financial institution as a chargeback. If you have any questions pertaining to the refund, please reach out to your financial institution. 

  Thanks,

  *******

• Initial Complaint

  Date:04/10/2025

  Type:Product 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 need resolution with many returns I sent back to victoria's secret. The package was sent back on April 10th at 5:17pm, that was delivered to the merchant (VS returns) on April 17, 2024, 12:30 pm. The tracking number is **************************. I have chatted with Victoria's secret a few times and called them on this matter and still there has been no resolution. The large box shipped back contained 7 return orders (all items returned from each order). When i spoke to a customer service agent prior to sending them back they told me to add all return orders in one box to make it easier and ensure the money was credited back to my credit cards and assured me I would get my full credit back to the original form of payment I used. It is now almost one year later and still refunds have not been credited for all the orders i returned. I received a credit for only 1 out of the 7 returns. I went on vacation last July 2024 and returned hoping this would be resolved but it wasn't. Im not sure why i was only refunded for 1 order when 7 orders we're in the box. I separated them out in bags, each with their own return slip as I stay very organized. One year is an extremely long time to wait for refunds to be credited. Another issue I was your database in store didn't work when I attempted to return these early April. The associate said returning thru mail I would receive my full credit back to my original form of payment due to this issue. Below is a breakdown of orders sent back in same box and have not received refund credits:W119048386 (items 10) - $551.80 W119183493 (items 15) - $334.55 W119184320 (items 6) - $51.87 W119002941 (items 2) - $29.95 W118309083 (items 7) - $100.96 W117999944 (items 3) - $94.90 Please issue 6 credits back my original form of payment, totaling $1,164.03. I have provided all pictures of the orders and **** tracking information. Note: Order W118230724 is the only order refunded from the 7 orders that were ALL returned in the same box.

  Business Response

  Date: 04/15/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We have attempted to call and was told the number was incorrect as well as emailed. You did share due to your employment you may not be able to respond until tomorrow. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday or respond to email with good time to call with phone number. Reference Case 14491980. 

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

  Thanks,

  *******

• Initial Complaint

  Date:04/08/2025

  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.

  I made a purchase online, none of the items fit me- so I returned them using the pre paid label sent for the return. The items were sent out on 3/28 when I received the label. **** shows the receiver took possession on 4/2, they are still trying to charge me for the items. They told me that even though they have the items I have to pay for them and they will refund me at a future date when they decide to finish processing the return which could be another ***** days.They then told me I would be charged a late fee even if they have the items

  Business Response

  Date: 04/10/2025

  Hello-

  We are sorry to hear you are not seeing your refund. Thank you for allowing us to support with your inquiry. We were able to speak with you on April 8th sharing we see that your refund for return was issued in amount of $134.90 back to the original form of payment. The refund was issued on March 27th. This would take 3-5 business days from this date to reflect and up to 1-2 billing cycles to reflect on statement. Reference case 14477663.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  This inquiry concerns order W139687049. Initially, I reported not receiving the order, but after my refund request was denied, I had to obtain door cam footage from my neighbors to determine who took my package or where it went. A few days later, I retrieved the parcel, but no longer needed the items. I tried to return the order to my local store but was told that all items in the order had been flagged. I was given ************ to resolve the issue. I called, spoke to a customer service representative, who transferred me to the verification team. They referred me to ************, the number for *** *******, a senior specialist for claims. I have called Eve 5-7 times, leaving voicemails, but she hasn't returned my calls. When I asked the verification team if she was on vacation, they said her voicemail picks up every time, even when shes in the office. This suggests she has received my calls but chosen not to assist. The issue with my order is that two itemsthe For ************* ******** Bow Thong ***** and Brawere missing. Instead, I received two different Love and Lemons items. I wanted to speak to Eve to prevent return issues at the warehouse. Yesterday, I mailed the entire order back as I couldnt return it in-store, (photo of the return label will be attached to this complaint). Since Ive received no help over the phone, I took it upon myself to return the entire order. I am now requesting a full refund. If I do not receive assistance, I will file a chargeback with my bank, providing proof of the return and my attempts to resolve the issue.

  Business Response

  Date: 04/09/2025

  Hello-

  We are sorry to hear of the experience you are describing. For assistance with your order and return questions, please contact Eve at ************. This would be the only individual that can support with your order questions. We ask that you leave a voicemail message, and your call will be returned in the order it is received. 

  Thanks,

  *******

• Initial Complaint

  Date:03/31/2025

  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.

  Order W139884129 i am filing a complaint on my recent online order, first of all there live chat feature has not worked for 2 weeks, no one answers live chat and they have no email address.i retunred this ENTIRE order number Order W139884129 totaling $623.46 over a month ago and they still have not refunded me. the return tracking shows they got the entire order back to there return center and as of today i still have not been refunded.i am requesting my credit card be refunded back immediately for the $623.46 returned order

  Business Response

  Date: 04/04/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with your delay in refund for return and when attempting to chat in with our ************* team. We have forwarded your feedback to the appropriate team. Your order has been refunded in three returns in amounts of $218.18, $325.07, and $80.21 totaling $********* will take 3-5 business days to be credited back and 1-2 billing cycles to reflect on your statement. Case 14416963.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 04/05/2025

  [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:03/28/2025

  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.

  My wife and I placed an order for over one thousand dollars and my order was shipped in two packages, I received one but not the other. When looking at the delivery photo for one of them, it clearly shows the package was delivered at my front door, but when looking at the other all the picture shows is a picture of my house, nothing else, doesnt show any picture of the package itself. I contacted ******** secret about this and was told I would be receiving a refund because they can clearly see that there was no package delivered to me, and even when checking my ring doorbell it clearly shows no package was delivered to me that day. For some reason today I got an email saying they were unable to process the refund? Im confused as to why they would even offer me a refund to begin with if they knew they were going to blatantly lie and mislead us. My wife has been shopping here for years and weve never had any experience like this with not only ******** secret, but any online retailer. Were both very disappointed with the dishonesty, and to be honest we dont even want to shop here anymore after this horrible experience.

  Business Response

  Date: 04/02/2025

  Hello-

  We are sorry to hear a second package did not arrive and wish we were able to support with your order questions. You would need to contact our *********************** for assistance with your order and lost package questions. For assistance, 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 14416749.

  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: 23129874
  
  I am rejecting this response because: 
  

  Ive contacted you guys countless times about this and every time Im given the same run around. After about 4 calls and countless emails of me explaining the situation, I was finally told that I may be contacted in one day or one month, which is really no help at all as I ordered a lot of these items for a vacation. At this point a dispute might be my only option as it seems like ******** secret is purposefully trying to make everything as difficult as they can to avoid trying to give me a replacement or refund. One of the worst customer service experiences Ive ever had in my life, my wife and I will no longer be shopping at Victorias Secret ever again. 

  Business Response

  Date: 04/04/2025

  Hello-

  We are sorry for the experience described and wish we were able to support with a refund or replacement. Our *********************** was able to speak with you on several occasions sharing that both packages were delivered with proof of delivery and per our guidelines we are not responsible for lost or stolen packages once scanned ************ shared when you contacted us, to resolve your concern, we would suggest reaching out to your financial institution to dispute the charge. We consider this complaint closed as we have shared what steps would need to be taken.

  Thanks,

  *******

   

  Customer Answer

  Date: 04/04/2025

  I want to add that the picture clearly shows there was no package delivered to my house, it was just a simple picture of my house and nothing else whatsoever, no picture of package, or picture of the package itself even being delivered. 

• Initial Complaint

  Date:03/28/2025

  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.

  I have a Victorias Secret credit card and unfortunately, I became unemployed back in December 2024 so I signed out for the account assure program which basicallyhelps if you get unemployed, disabled, etc., to pay the balance on your Victorias Secret credit card. They made a payment to Victorias Secret on December 30 of 202 for one 3976. It left a balance on my account of $45.06. ******************************************* charged me a late fee because of interest that was on my account from Assure And now my balance is going back up to $139 and I dont know what the cents are because of unnecessary late fees from Victorias Secret. I call today and speak with a supervisor in regards to why my bill is so high and the supervisor was not very one professional or two accommodating as far as properly explaining to me why my bill had gotten so high he just kept saying review your statement

  Business Response

  Date: 03/31/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience describing when calling into Bread for clarification on billing. We have forwarded your inquiry to our partners at *************** to review. They will be reaching out directly to support you with your concerns.

  Please let us know if we can support further.

  Thanks,

  *******

• 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,

  *******