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Victoria's Secret / poor customer service!

1 United States Review updated:

In mid July 2007, two months before I was to leave for vacation, I ordered close to $1000 worth of bikinis from Victoria's Secret. And when my airplane blasted off, guess how many Victoria's Secret swimsuits were in my bag?


Now back from vacation, many items I ordered over TWO MONTHS ago are slowly trickling in. Some items have also shown up on my credit card multiple times. Some were "lost in the mail" then arrived at my doorstep multiple times. When I originally called to complain, I was told that VS moved into a new distribution center this summer. When I pointed out that such a move is not a valid excuse for horrible customer service, they offered me a $150 gift certificate. Which I guess I'm supposed to use to order more items that will never show up, except on my credit card statement??

I called customer service again today and asked them to go through my account line by line and tell me exactly what items I've been charged for and exactly what items I've been issued a refund for. I had to ask this b/c my last two credit card statements show 9 charges from Victoria’s Secret and 13 different refunds. (I had maybe 4 or 5 total orders???) The company does not charge you by order (i.e. the entire amount of an order, which you would recognize). Instead they charge you as items are sent out. So you get a million unrecognizable charges on your credit card statement. Then even if you put all of your items in one return envelope they refund items to your credit card one at a time or a few at a time if you're lucky. They take their return shipping fee out of one item, then they take any discounts out of another item (they actually penalized me more than once for a single discount on a recent returned order). And in the end, you are left having no idea what you are getting a refund for! It's been very annoying and I'm not at all pleased with the level of customer service I've received when I've called their 1-800 number. I was hung up on the first time I called today and when I called back and voiced my concerns to a second person, he said that I didn't know what I was talking about.

Think twice before you order from their website and if you decide to do it anyway, watch your credit card statement very carefully. After this experience I vow to never buy anything from them again, online or elsewhere.

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  • Wa
      29th of Sep, 2007
    0 Votes

    Victoria Secret online shipping has been unacceptable!!!!
    Same problem here, was charged twice for items I never recieved. I understand they are moving and expect a delay but this has been ridiculous. It has been over a month. I will never order from again!!!!!!!!!!

  • To
      18th of Oct, 2007
    0 Votes

    I will NEVER order from VS by mail again!

    I ordered one set of pajamas - designated "in stock" and to arrive in 7 to 10 days, even after accounting for delay due to the distribution center move.

    It has been six weeks now. Every statement made by the telephone representatives has later proved to be incorrect. "The package was shipped", "The package is in Kentucky", "The package has not been shipped", "There is no tracking number", "Would you like the tracking number?"... Honestly, I think that I am being recorded for "Crank Yankers"!

    I think the CEO should simply have the courage to shut down the mail order operation until they get things fixed.

    Fellow shoppers - stay away!

  • Ke
      4th of Jun, 2008
    0 Votes

    I've just dealt with a similar situation with Victoria's Secret.

    After ordering some items around Christmas I was still waiting on them in March! I was moving at the end of March and did not yet have my forwarding address so I called to cancel the remaining items. They still charged me for them - still charged me for the shipping for them - and because I didn't recieve my bill on time durring the move, I was charged finance charges because the credit I assumed went throught never posted.

    After four months of dealing with their poor customer service and several calls to the Angel Card department this is the last time I will deal with this company - they made it quite clear that my satisfaction was their lowest priority!

  • Mi
      4th of Jul, 2008
    0 Votes

    VS has been using that we are moving to a new distribution center excuse since before christmas, time to think of a new one. When I return stuff they have shorted me credits twice in six months. I sent back four items and they only credit me for three of them. Everytime I have placed an order I have had to call into customer service for one thing or another. I am so over them and their overpriced made in china goods.

  • Je
      12th of Apr, 2009
    0 Votes

    I shop at Vs all the time but in the last year the quality and color have went down a lot. I want to know if others feel the same way. The colors they are starting to make just arent sexy anymore. I know the company is trying to appeal to all woman which is good by why change the quality and colors? They make new things all the time can't they make colors and styles for everyone?

  • Ma
      5th of Apr, 2010
    0 Votes
    Victoria's Secret - Bad customer service
    Victoria's Secret
    United States

    In November I purchased two nightgowns at your store in Eugene, Oregon for $40 with my Victorias Secret credit card. The clerk had to call to get my account number so that I could charge the items because I didnt have my credit card with me.

    When I hadnt received the bill the next month, I called customer service to find out why. The customer service representative wasnt much help. She stated that my bill came via email. Since I hadnt received it via email or any other way, I asked her for my account number so that I could pay it on the Victorias Secret website. She stated that she couldnt give me the number over the phone but I could make a payment on the phone for an additional fee of $10. I didnt want to pay the additional fee, especially because the balance of the account was only $40. Unhappy with the outcome of this conversation, I asked her to have her supervisor contact me. All I needed was an account number or a bill with the account number on it so that I could make my payment. The supervisor never called me.

    My life is fairly busy. Im a full-time student, I work part-time, and Im a mother of three teens. I forgot about my bill. Last Saturday (January 30), their collections department contacted me by phone to let me know my account was past due. I tried to explain to her what had happened and that I needed my account number to rectify the situation. The only assistance she had to offer me was to charge me additional fees so that I could pay the payment online. I asked to speak with her supervisor in an effort to get this problem resolved but that didnt do me any good. I tried to explain the situation to the supervisor and she told me she wasnt going to debate who I spoke with or anything else with me. I asked to speak with her manager and she told me she could not guarantee he would return my call. My response to that was not good. I was livid at this point. You cant guarantee your manager will return a customers call? Are you kidding? She hung up on me.

    Because I never received a bill and my account number wasnt available to me over the phone, I think Victorias Secret could have made some kind of effort to help me with this situation without charging me more money. Instead, I paid your company $82 for a $40 purchase.

    My credit history proves that I am a responsible debtor. Before this incident my FICO score was 761. This is because I take my credit score very seriously. Until this, I hadnt had a late payment in over 10 years.

    When I asked VS to remove the late notice (in writing)from my credit report, they DECLINED.

    I hope the rest of you have better luck than I did.

  • Mr
      25th of Dec, 2010
    0 Votes
    Victoria Secret - Poor customer service
    Victoria Secret
    Costa Mesa
    United States

    This incident @ VS on 12/21/10 is terribly annoying. I went & bought four VS Pink lotion/spray combo for Christmas gifts. The cashier put them in one large VS bag which was fine. I then asked for four small VS bags so I can put each gift set in a bag & give it to appropriate recipient as it is. My request was denied to my surprise. I then said I for the cashier to put my purchases in 4 small bags each & don't bother with the big bag if their saving bags. I was told NO! I don't think the request was in any way unreasonable. I'm a very nice person & very patient believe me...I'm a critical care nurse! No one has been this rude to me so this incident bothers me terribly.

  • Li
      25th of Dec, 2010
    -2 Votes

    Wow. I assume every Garden Ridge has different policies. I exchange a set of 5' porch trees because one of them didn't work and got them for the sale price inwhich I purchased them. Sorry to hear of your bad experience with Garden Ridge.

  • Po
      25th of Dec, 2010
    +1 Votes

    Those bags do cost money, and they have to use discretion when handing them out. You should have offered to pay a small fee for more bags. Or go to a gift store and purchase bags.

  • Bb
      23rd of May, 2011
    0 Votes

    I had same experience handling vs' card payment. I never received statement from them either via mail or email. When I figured out this after I gave a birth to my daughter, they charged me 16 dollars later fee. After I called customer service, they required me to pay it the same day with additional 10 dollar, however I only purchased 15 dollar stuff. Sucks!

  • Pi
      31st of May, 2011
    +1 Votes

    I am an associate for VS and I can tell you its very annoying and inconvenient for us to be giving extra bags for your presents. We are not responsible for your wrapping if you want a box we will give it to you but asking for three bags is ridiculous especially around the holidays. I have had customers ask from 1 bag all the way to whole cases of bags! We do run out of bags which forces our customers to walk around with giant bags. Go to the dollar store buy them yourself and the same with tissue paper

  • Jd
      16th of Jul, 2015
    0 Votes

    Same crap happened to me! Except, I never bought the crap they said I did! Next thing I know, they're hounding me on the phone. I had know idea what in the hell they were even talking about! No bill, no email, nothing! I told them that wasn't my charge and I wasn't going to pay it! They still kept hounding me, and I still told them it's not my charge and I'm not paying it. You guys made the mistake of charging it to my account, you fix it! Now they've reported it to the credit agencies, and have ruined my credit. I even wrote a dispute letter, like they said I had to. Even provided documents from my work to prove where I was that day.They are still hounding me.

  • Re
      26th of Jan, 2016
    0 Votes

    During an interview with one of the three managers at the Victoria's Secret in Bismarck, North Dakota, I was asked what my religion was as an interview question. Needless to say despite my answer to that question and the other questionable questions, I was not hired. Since when is it okay to ask those types of questions based on religious preferences and beliefs. Isnt it discrimination?

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