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

  3575 Maple Ave Ste 422 Zanesville, OH 43701-1010

• 

  Victoria's Secret

  90 Elm St Ste 73 Enfield, CT 06082

• 

  Victoria's Secret

  1201 Boston Post Rd Milford, CT 06460

• 

  Victoria's Secret

  140 Glastonbury Blvd Glastonbury, CT 06033

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:12/04/2025

  Type:Product 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.

  Hello,I am writing to formally report a serious issue with my order placed on November 22, 2025. My package was returned by ******, and I was never notified about the return. I requested a replacement, but I was told it was not available. Because of this, I had to repurchase the order, with the promise that my refund would be issued to my card within 3 days. However, this did not happen. Instead, I received a gift card, which I no longer need, since I have already paid for the new order.I have received no real help from customer service, neither via chat nor by phone. This is why I am writing here, hoping to escalate the issue.This situation caused major problems because the order was a gift, and many items are no longer available. As a result, only part of my order will arrive on time, which is very disappointing.I request that Victorias Secret:1.Provide a full refund for the original order.2.Offer appropriate compensation for the inconvenience caused.I hope this matter can be resolved promptly and fairly. I would appreciate your immediate attention.Thank you for your understanding and assistance.

  Business Response

  Date: 12/10/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to connect with you via email today, 12/10. We have confirmed a manual credit refund request has been made on 12/04/25. The refund can take ***** business days to be credited back (1-2 billing cycles to reflect on statement.Reference 16411927. 

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 12/10/2025

  [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:12/02/2025

  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 placed Order W153565761 with Victorias Secret and purchased the *** Classic Ultra Mini Boots (Style ********). I received them yesterday and they are not as anticipated. Now, I simply need a different style of the same brand: the *** Classic Mini II Boot (Style ********), which is currently in stock.However, Victorias Secret does not offer actual exchanges for online orders, even though their website states How can I exchange my items? Instead, the company forces customers to process a return, and then repurchase the replacement item separately at full price.This practice becomes financially harmful because I used a $40 EARNED reward on my original purchase, not an "offer" or promotion. A customer service chat agent informed me that if I exchange the item to obtain the correct style, my $40 reward will be permanently forfeited, even though this is not a return or refund request, but a straightforward exchange/style swap.This is misleading and unfair. Victorias Secret represents on its website that exchanges are possible, but their policy forces customers into a return-only process that automatically deletes earned rewards. Customers are NOT warned during checkout that needing a different size or style will result in losing rewards, nor is any accommodation provided for simple exchanges involving different styles. I simply want to exchange an item for a different style without being required to lose my $40 reward because Victorias Secret does not actually provide a true exchange process. I am not asking for anything beyond the value I already EARNED.

  Business Response

  Date: 12/05/2025

  Hello ******,
   
  Thank you for taking the time to contact us. I understand you need to return your UGG boots and purchase another pair.
   
  I have sent a digital Reward card to your email address. You will receive your Reward to your email within 48 hours. Please note for future purchases, rewards are forfeited if merchandise is returned or exchanged as per our terms and conditions of our Reward program, accepted at the time of sign up. 
   
  If you do not see your Reward in your inbox, please be sure to check your bulk and spam mailboxes as well. Reward cards are redeemable in store or online. You can redeem this reward online, by phone or in store.
   
  ******, we hope you enjoy shopping with your reward! Have a fantastic day
   
   Kindly,
  Jayla 
  Customer Care Supervisor

  Customer Answer

  Date: 12/08/2025

  [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:11/30/2025

  Type:Product 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.

  Summary of Complaint:I purchased a $250 eGift card from ************************** on November 13, 2025 (Order #W152460397) as a birthday gift for my wife. The card was delivered to *************************** When my wife attempted to redeem the gift card on November 28 (Black Friday), the website showed a zero balance.Customer service informed us the card had been fully used on November 22, 2025, but refused to provide any transaction details, logs, or fraud support. We were transferred between six representatives with no escalation or resolution. My wife never used the card, and the funds were clearly used fraudulently.I have full documentation including the order confirmation, gift card and PIN, phone logs, chat transcripts, and screenshots. I am requesting that Victorias Secret:Investigate the fraudulent redemption Provide the gift card activity log Restore or replace the $250 value The refusal of customer service to assist has forced me to dispute the transaction with my bank and file an IC3 report. I am seeking corporate assistance through the BBB because normal support channels have failed.

  Customer Answer

  Date: 12/04/2025

  I was contacted by ******, a senior supervisor regarding this ***** card purchase.
  
  She resolved this by refunding the original purchase. It's also important to note, she went above and beyond to make sure that the situation was resolved to our satisfaction.
  
  I also want to thank the CEO who was involved in the situation.
  
  This complaint has been resolved and you can close the complaint.
  
  Thank you!

• Initial Complaint

  Date:11/23/2025

  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 am filing this complaint because Victorias Secret (**********************************) caused me serious financial loss, emotional stress, and wasted more than 8 hours of my time.On November 1819, 2025, the store applied four $40 discounts incorrectly, creating wrong totals on my receipt. I did not request or authorize these errors. Because of this, my order totals became inconsistent and confusing.I contacted customer service 8 times. Four calls were disconnected after more than 1 hour each. Representatives said they would transfer me to a supervisor and then hung up. One agent even told me: Do whatever you want. Another incorrectly said the call center was closed when it was open. I also sent two emails, and both were ignored or rejected.I also had missing products inside the bag, even though they appeared correctly on the receipt. This had never happened to me before with Victorias Secret.I already had a valid $30 reward on my account, which was correctly applied, but all other discounts were processed incorrectly by the employee.The situation caused financial damage, loss of time, emotional stress, and delays in my holiday plans.I am requesting from Victorias Secret: Correction of all discount errors Refund of the incorrect four $40 applications ($160 total) Compensation for the hours wasted and the stress caused A final resolution since customer service failed to help *** am asking the BBB to assist because the company has not resolved this despite multiple attempts

  Customer Answer

  Date: 11/24/2025

  
  
  
  
  
  
  After the BBB complaint was opened, Victorias Secret responded, but with statements that completely contradict what the company had previously admitted. They have now closed my case without my consent, stated that they will not provide anything further, and told me that if I disagree, I should seek my rights.
  They also issued a gift card without my authorization, even though I clearly requested reimbursement to my original payment method. The company changed its version of events, shifted blame to the customer for mistakes made by their own associate, ignored financial discrepancies they had already acknowledged, and is now refusing to continue assisting with the issue.
  I request that the BBB keeps the case open and requires a proper resolution, as the company improperly closed the case, without solving the problem, and contradicting their own earlier statements.
  
  

  Business Response

  Date: 11/25/2025

  Business states:

  Reviewed all receipts and transactions: Confirmed promotions were applied correctly per offer terms. There was no pricing discrepancy across her items as she purchased various styles of PJs that are priced at different amounts.
  Clarified offer details: Explained system applies best discount and $40 off $200 is not cumulative per $200, it is per transaction as detailed in offer details.
  
  Offered resolution options: Invited customer to return items for refund and repurchase for correct sizing as these were store purchases where she would have picked out the items and taken to the cash wrap to purchase

  The business has also shared additional information concerning gift card issuance.

  Customer Answer

  Date: 11/25/2025

  I completely reject Victorias Secrets response. I want the refund of the amounts paid correctly and adequate compensation for the errors made by the store. I do not accept gift cards as a form of refund. The store sent me a $75 gift card without my authorization and this is not proper refund practice. The correct action would be to return the money to my original form of payment. I also need to exchange the pajamas, but without losing the discounts and prices I was entitled to on the day of purchase. I cannot be penalized for the mistakes made by the manager, who applied promotions incorrectly and gave me wrong information. The solution the business offered does not resolve the issue and still causes financial loss. Therefore, I request that the company issue the correct refund and allow the exchange while keeping the original discounts.
  
  
  

• Initial Complaint

  Date:11/18/2025

  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 am writing to dispute a fraudulent account found on my credit report. After reviewing my credit, I discovered that I am a victim of identity theft. I need your assistance in resolving this matter.The details of the fraudulent account are as follows:Creditor: CB/VICSCRT Opened Date: 12/5/2015 High Credit: $1,204 This account was opened in my name on December 5, 2015, without my knowledge or consent. I have no relationship with CB/Vicscrt, and I did not authorize this account. The high credit of $1,204 is fraudulent. I request that this account be removed from my credit report immediately.Please investigate this matter and assist in removing this fraudulent account. As a victim of identity theft, I am entitled to protection under the Fair Credit Reporting Act (FCRA). Kindly confirm receipt of this letter and notify me of the actions taken.Thank you for your prompt attention to this matter.

  Business Response

  Date: 11/18/2025

  Hello-

  
  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with account opened that was not by you. We have forwarded to our partners at *************** to review and contact you regarding any open accounts. 

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:11/11/2025

  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 never received 4 of 24 items Ive ordered, they told me it was out of their hands. I dispute the charges and it was overlooked because it was right and they never make mistakes!

  Business Response

  Date: 11/14/2025

  Hello-

  We are sorry to hear of the experience you are describing with your order. We understand you have spoken to our *********************** and was advised that Victoria's Secret is not responsible for items missing from your package once scanned as delivered. We wish we were able to assist with your short ship package claim, we suggest that you reach out to your financial institution to dispute the charge. Reference case 16018760.

  Thanks,

  *******

  Customer Answer

  Date: 11/24/2025

  The business did not address or fix the issue!

• Initial Complaint

  Date:11/10/2025

  Type:Customer Service 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.

  On Oct 31 I made a purchase of ****** and put the code for a free tote and blanket which then appeared prominently displayed on my shopping cart. After I hit pay and received the order, those items were not in my order confirmation. However, I figured that that was a bill and since the items were free I will just receive them with my order. I received my order today and they were not there so I contacted VS through chat and lo and behold, they tell me the items were until supplies last. This did not come up during my purchase. I requested that they supply a gift of equal value and the agent said they cant. At this point it seems like a scam to make you spend the $150.00 without any guarantees that you will be receiving the gift.

  Business Response

  Date: 11/14/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described when adding the offer code to your order for Gift with purchase. We were able to connect with you on November 14th and extended a $50 eGift card that would have arrived for you within 2 hours, as we do value you as a customer. Reference case ********.

  Thanks,

  *******

• Initial Complaint

  Date:11/07/2025

  Type:Product 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.

  Victorias Secret refuses to issue store credit for unused merchandise purchased over 30 days ago. Their policy allows only an exchange after the 30-day window, even when the merchandise remains in brand-new, resalable condition.Under California Civil Code 1723, retailers must clearly disclose all material conditions of a return policy prior to purchase. While the company posts a 30-day limit, it is unreasonable and contrary to good-faith business practices to deny store credit or any equitable remedy for unused, tagged merchandise.This policy violates the California Consumers Legal Remedies Act (CLRA, Civil Code 1750 et seq.), which prohibits unfair or deceptive acts in transactions for goods. Denying store credit for new, resalable items unjustly enriches the retailer and constitutes a failure to act in good faith and fair dealing toward the consumer.

  Business Response

  Date: 11/14/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to connect with you on November 14th and extended a $75 eGift card that would have arrived for you within 2 hours as well as a 20% off Shoppers Pass as we do value you as a customer. Reference case ********.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 11/15/2025

  [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:11/06/2025

  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.

  Purchase merchandise from Victorias Secret, located in *********, **********, at the strip mall. A few days later, I returned the merchandise to a Victorias Secret located at the *************** in *******, **********. After the merchandise was returned, I received a return receipt, within the billing cycle I received on my credit card statement Charges for purchase that I had already returned. In this dispute, Im asking that all charges regarding the situation be dismissed. *** reached out to company asking them to remove any charges regarding this purchase. Im also being charged service fees, and which I have no idea why. I am simply asking that all charges be reverse. I would like to keep my credit report in good standards. I truly believe that I owe Victorias Secret no amount of anything, I returned their merchandise, and I shouldnt have any charges on my Victorias Secret account. If the charges cannot be removed, I simply ask that the resolution be the account closed and left no negative marks against my account. Thank you for your assistance in this matter.******* *******,

  Business Response

  Date: 11/11/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for the experience described with your return and credit card charges. We have forwarded to our partners at *************** to review and contact you regarding any related charges and credit report impact. 

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:11/03/2025

  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 order is lost. This happens consistently with OnTrac via Victorias Secret. I have chatted with associates and been disconnected and told to wait until contacting again. The shipper stated exceptional for lost package. I want a refund for merchandise not received.

  Business Response

  Date: 11/08/2025

  Hello-

  We are sorry to hear of the experience you are described with your order, OnTrac delivery, and when chatting into our ************** We attempted to call left voicemail and have sent email. We did see you were able to chat in and we did refund your order today, November 8th, in the amount of $171.52. You would have received an email within the hour and your refund will take 3-5 business days to be credited back 1-2 billing cycles to reflect on your statement. Reference order C111120583.

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 11/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 24101952
  
  I am rejecting this response because: I never received an email or phone call and voicemail. I had to chat again today to request a refund and took a screenshot verifying the shipment was lost. Victorias Secret did nothing to rectify the situation. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/18/2025

  Hello-

  We made several attempts to reach you via phone and email as we tried previously. We extended a $40 eGift card as a token of appreciation along with a 20% off Shoppers Pass that would have arrived to your email on November 11th. If you need additional support, please respond to the email with best date/time to call you, we are always happy to support. We are considering your case closed. Reference case 15933196.

  Thanks,

  *******