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Business Profile

Lingerie

Victoria's Secret

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lingerie.

Complaints

This profile includes complaints for Victoria's Secret's headquarters and its corporate-owned locations. To view all corporate locations, see

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Victoria's Secret has 233 locations, listed below.

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    Customer Complaints Summary

    • 405 total complaints in the last 3 years.
    • 153 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ordered a shipment from VS/PINK with limited time offers that apply to the shipment. The order was set to arrive on May 6th, 2022 but it is May 10, 2022 and my shipment has not left the merchant warehouse. The tracking number provided has no updates in days. I checked in with the carrier and the package was never handed off to the carrier to begin with. This is unacceptable for a merchant to offer a 3-Day Business Express and ship the products. I can understand if there are delays and inventory issue, but I would have liked to have been contacted by the warehouse staff to inform me of it. **** the help desk agent was absolutely no help at all and made my concerns worse. I'm extremely disappointed in poor experience with the company and their help desk. VS Order Number: ********** FedEx Tracking Number: ************

      Business Response

      Date: 05/13/2022

      May 13, 2022


      ****** ****
      2057 Kingfisher Way
      Fairfield, CA 94533

      Re: BBB Complaint #17189403 

      Hello ******,

      Thank you for taking the time to make us aware of your concerns with your recent order. Your Better Business Bureau complaint has been forwarded to my attention so I may personally address your concerns.

      I am very sorry that you did not receive your package by the expected delivery date. I see that you contacted us on May 10, 2022. At that time, we issued a full refund to your original form of payment.

      Please allow 3 to 5 business days for processing, and 1 to 2 billing cycles for the refund to show on your statement.

      I also see that a new order was placed on May 10, 2022. For your experience, we removed the Next Business Day Express charges from order #**********. 

      ******, I hope I was able to resolve your concerns today. Thank you for shopping with Victoria’s Secret!

      Sincerely yours,


      *** **
      Senior Customer Care Specialist
      Victoria’s Secret

      Order #**********, #********** and #**********


      Elb_chao_BBB_051322 Tell us why here...

    Victoria's Secret is NOT a BBB Accredited Business.

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