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.