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

  470 Lewis Ave Meriden, CT 06451

• 

  Victoria's Secret

  775 Main St S Southbury, CT 06488

• 

  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:07/14/2025

  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 placed an order with Victoria's Secret and they sent the wrong item. NOT my problem. I received the order yesterday and contacted the business this morning. I attempted to resolve the issue and Victoria's Secret refused to acknowledge or provide an acceptable resolution. I want a full refund for the item and the MATCHING ITEM I CAN NO LONGER USE.

  Business Response

  Date: 07/18/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We are sorry for that you received the incorrect item. We attempted to reach you July 17th and call was disconnected. We have refunded the bustier and ***** that matches in the amount of $40. Your refund will be credited back to the original form of payment within 3-5 business days and email will arrive within the hour. You are welcome to gift or donate the wrong item along with ***** or keep. Please free to give us a call at ************ between the hours of 9:30AM and 8:00PM EST, Monday- Saturday if we can support any further. Reference Case 15129838.

  Thanks,

  *******

• Initial Complaint

  Date:07/12/2025

  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 placed an order yesterday, July 11 and received it today. However, one item was missing from my package. I tried to contact Victorias Secret to request a refund but they told me that I will not be able to receive a refund amount to $10.19 because I used two gift cards that I received from a return transaction with the amount of 1.99 and *****. The total amount of my order is $85.31. When I called their special handling unit, the agent, ***** seemed very dismissive and impatient to hear out my concerns.

  Business Response

  Date: 07/17/2025

  Hello-

  We are sorry for the experience described regarding your missing item and when calling into our ************************ We did attempt to call to transfer you to our *********************** to speak with another representative and sent emails. After review of the cancelled claim order, we have found that you would need to contact our *********************** for assistance with your claim order and questions as to why this was cancelled. 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 15129696.

  Thanks,

  *******

• Initial Complaint

  Date:07/11/2025

  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 bought a $300 gift card on July 2nd 2025 at 6:41 PM. I tried to redeem the gift card today on July 10th 2025 and it says not valid. I checked on the websites gift card check your balance as well as tried to add it to my account. I called ************ which is the number on back of the card for stolen/lost and other services, but when I called it only was for checking the balance, I couldnt get ahold of a person and was confused on how someone can even report their card lost or stolen since the only option was for checking the balance. I then called the regular customer service number ************ and the associate (female) checked for me by trying to place an online order with the gift card which they couldnt. I was then transfer and was given another associate (male named *******) which I told him my gift card couldnt be used. He made and gave me a case number ********. I then went to the actual store to talk to them to see if I can get an immediate solution. I went to the register to the cashier, she called for her manager and he stopped by and then he made her call customer service (a person named ******* who was entirely rude and un empathetic and didnt solve anything) and then they told me I would be given a new gift card in 5-7 business days. I am appalled how I was treated so carelessly and they didnt even care about the inconvenience this was to me. Not even a coupon was offered.

  Business Response

  Date: 07/16/2025

  Hello-

  We are sorry for the experience you have described with using your gift card and when calling into our ************** Thank you for allowing us to support with your inquiry. We were able to speak with you on July 12th and again on July 14th. We have forwarded your feedback to the appropriate teams. On July 12th, we sent out two free orders due to not being able to use gift card, resent replacement gift card and then later noticed the original gift card was being used. We did reach back out and shared on July 14th that since we show the original gift card has been applied to your online orders of W15756786, W145788824 and W145798427, we devalued the replacement.Reference case 15112634.

  Please let us know if we can support further.

  Thanks,

  *******

• Initial Complaint

  Date:07/06/2025

  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 purchased a **** skirt combo from a Victorias Secret store on 06/08/2025 in *************, **. The item was sold without a required white tag that the stores policy states is necessary for returns. At no point was I informed about this tag or its importance.When I tried to return the item, I was told the return could not be accepted without the tag. The store manager admitted the item should not have been sold without it but said she could not override company policy and referred me to corporate.This is not a case of buyers remorse. I am stuck with a product I cannot return due to a failure on the stores part to follow its own policies. I am seeking a full refund or authorization to return the item despite the missing tag.

  Business Response

  Date: 07/11/2025

  Hello-

  We are sorry to hear of  the experience you are describing with your purchase and return experience. We have attempted to call, left voicemail and have sent emails. 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 best time/date to call back. Reference Case 15089825.

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

  Thanks,

  *******

• Initial Complaint

  Date:07/01/2025

  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 placed an order for Victorias Secret with expedited shipping since they were gifts and it was time sensitive. When the trackings showed delivered, the photo wasnt my front porch and im not sure where it was. I contacted the carrier and they said it was likely misdelivered and to reach out to the shipper aka VS. I chatted VS and let them know the situatuon. The chat girl said she would issue a refund and to wait 3 minutes, but while i was waiting the chat disconnected. I chatted again and the new chat person assured me that my refund was processed in 2 refunds: $692.15 & $293.93 and that I would see the amounts in my bank in 3-5 days. I received the $293.93 but I received an email for the $692.15 order stating "Due to questions pertaining to your account, we were unable to process your refund." and the order is showing as canceled in my VS account. This is absolutely ridiculous, how can they give a partial refund of $293.93 but not be able to issue the remaining $692.15 especially after promising that both were processed??? When you try to call the line the wait is either super long or the call hours dont work with my work schedule. I tried to chat for assistance but they arent able to help. I feel like VS robbed me of $692.15. I am now out that money as well as the items that I never received. Its very unethical for a company to confirm a whole refund is processed and then only give partial refund- its basically robbery because it shows that they acknowledge i should get $293 back but not the rest. I would advise everyone not to shop with VS, even if your family in other countries want gifts from there. Its not worth the risk, especially when there are other more popular brands out there such as Skims who don't lie and cheat their customers!!!

  Business Response

  Date: 07/06/2025

  Hello-

  We are sorry for the experience described regarding your package delivery and cancelled claim order. We did attempt to call to transfer you to our *********************** and left a VM as well as sent email. After review of the cancelled claim order,we have found that you would need to contact our *********************** for assistance with your order and questions as to why they are being cancelled.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 15062642.

  Thanks,

  *******

• Initial Complaint

  Date:06/28/2025

  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.

  Since Victoria's secret has changed their customer service. Things are not the same. just recently on my last 2 others. They refusing to send me any replacement. I speak with the customer service. And they told me that they're going to transfer my call to a different department. After speaking with a different department, they told me that there are no more refunds or replacements for me. Because in the past month I have ilbeen getting them so many so I should contact my bank or reach out to the ****. I did contact the **** and they told me that they have no control over how the package is getting from transit to one location to another location. I did explain my end to Victoria's secret customer and their upper management. But unfortunately there keep canceling my replacement orders and refusing not to send me any replacement orders. Know keep in my mind where i leave is small town i dont have VS near far i have to go is 150miles one way so if i have to return for full refund it ridiculous. They' are not giving me a valid reason. I'm receiving my orders damage. So all I'm saying you guys really need to take care of your Royal customers? I've been with ********************** for almost 15 and in the past. I never had any issues. Receiving damages replacements or refunds until now. You guys.Really have to change your customer service or your policies.Because this is not the right way to treat your customers. No more order for you it's time to take my business somewhere else.

  Business Response

  Date: 06/30/2025

  Good afternoon - 

  Our records show that one or more gift card used to make the purchases was issued as a merchandise credit, issued for purchases or returns for damaged items. As such, merchandise purchased with those for or payments are not eligible for refund. 

  We have processed 9 claims out of 13 orders for 2025, including 8 appeasement gift cards this year. We will not issue a refund for the order in question. 

  Thank you - 

  Victoria's Secret

  Customer Answer

  Date: 06/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23532433
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *******

   

  i am taking about not sending replacement no replacement are getting send to for my account  you guys blocked me for no reason? 

  And this doesn't make an sense your customer service are the one who is offering me those gifts card as apologize?? They are the one who keep sending me those ?? Your customer service don't know what they doing? 

   

• Initial Complaint

  Date:06/22/2025

  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 placed an order on June 14th, (order#W144382579),but I received the wrong item in my package. Last night, I contacted their customer service about it. The *** told me I could return the incorrect package to the store, and she processed a refund for me. But then I quickly got an email saying the refund was canceled due to 'account issues.' Thats really weirdI shop normally with this account. What kind of issues could there even be?If there were any issues with my account though I can't imagine what they could possibly be they should've told me when I contacted customer service so we could discuss it. Doing it this way just feels like they're tricking customers.

  Business Response

  Date: 06/26/2025

  Hello-

  We are sorry to hear of  the experience you are describing with your order return. We have attempted to call and have sent an email. After review of the order, we have found that you would need to contact our *********************** for assistance with your order and return questions.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 14994352.

  Thanks,

  *******

• Initial Complaint

  Date:06/18/2025

  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 returned items and they canceled the return when said items were already in transit . Also I recently did two returns recently and received two gift cards instead of the money back to my ****** . I shop here monthly and Im not to happy with this outcome. I would like a re

  Business Response

  Date: 06/24/2025

  Hello-

  We are sorry that you have not received the refund for your return. We are happy to support with your order inquiry. We have called several times along with emailing. We kindly ask that you call us to support with your order questions at ************ between the hours of 9:30AM and 8:00PM EST or respond to the email with a good time to contact you. Please reference Case 14975911.

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

  Thanks,

  *******

• Initial Complaint

  Date:06/16/2025

  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.

  My name is Jidelle *****. Im reaching out regarding an issue Ive encountered with a recent Victorias Secret order.Order Number: W144139010 Tracking Numbers: **************** / ********************** Date order was placed : Monday 9th June 2025 .Order total : ***** USD The tracking status currently shows that the package was mis-shipped. I attempted to contact ****, but they advised that since the delivery address is listed as a third-party reshipper, Im unable to file a claim with them directly.I then contacted Victorias Secret customer service, who initially informed me that a replacement package would be sent. However, shortly after, I received an email stating that the replacement had been cancelled and was advised to contact customer care again. Upon doing so, customer care indicated they do not send replacements to PO Box addresses and suggested I reach out to my bank to dispute the charges.Unfortunately, my bank is also a third party in this situation and has no involvement in package retrieval or dispute resolution for this type of issue. They are refusing to issue a refund or assist ********** this point, I am left without my package and without a refund, with neither party offering a viable solution. I would greatly appreciate any assistance you might be able to provide in resolving this matter.Thank you in advance for your attention and support.Kind regards,Jidelle *****

  Business Response

  Date: 06/20/2025

  Hello-

  Thank you for allowing us to support with your inquiry. We were able to speak with you on June 16th and transfer you to our verification department for support with your order questions. Reference case 14949093. 

  Please let us know if we can support further.

  Thanks,

  *******

  Customer Answer

  Date: 06/26/2025

  [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,
  
  Jidelle *****

• Initial Complaint

  Date:06/16/2025

  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.

  Ive trying to reach out and left over 5 message and no response back my order are been cancelled without reason and no one is able to help Me and the associate dont understand and not helpful at all Im not getting the service as a client supposed too and called and left messages over 2 weeks ago

  Business Response

  Date: 06/20/2025

  Hello-

  We are sorry to see that your orders have been cancelled and you have not received a response. We did attempt to call to transfer you to our *********************** but was hung up on. After review of the cancelled order, we have found that you would need to contact our *********************** for assistance with your order and questions as to why they are being cancelled. 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 14948468.

  Thanks,

  *******

  Customer Answer

  Date: 06/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23472942
  
  I am rejecting this response because: 
  
  Regards, cause I did try to *** and left voicemail and no response what so ever I need to know the reason of cancellation and its my right to find out I left over 6 messaged and ***led and I didnt not receive any *** back 
  
  ****** ******

  Business Response

  Date: 07/01/2025

  Hello-

  Previously we did attempt to transfer you to the department that you would need to speak with regarding your cancelled orders but call was disconnected upon transfer. If you were to contact our *********************** for assistance with your order and questions as to why they are being cancelled during operation hours someone should be able to speak with you. 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 14948468.

  Thanks,

  *******

  Customer Answer

  Date: 07/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23472942
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ******