Victoria's Secret
reviews and complaints

As a long-time customer of Victoria's Secret, I have had both positive and negative experiences with the brand. While their products are stylish and appealing, the recent changes in customer service have left much to be desired. The outsourced customer service has been a major pain point for many customers, leading to frustration and disappointment. Additionally, issues with product quality and delivery have been reported, impacting the overall shopping experience. Despite these challenges, some customers still appreciate the brand's offerings and find value in their products. It's clear that Victoria's Secret has room for improvement to regain the trust and loyalty of its customers.

I MISS THE CLOTHING LINE... I was an AVID shopper of theirs. I used to love getting their magazines in the mail... now I get nuthing. Or barely any... I still love them. But its not the same without the sexy office wear and out and about wear. DAMN I miss that... VICTORIA S... please bring it back. A girl needs more than sexy lounge wear and undies. Lol BUT THE SITE IS GREAT THO as well as in the store. I have a millioin and one items from them. And the shoes... omg. NO WORDS except hot hot hottttt when they used to have the real sexxy ones... Especially Collin Stuart... ooooo. Lol

I tend to get a little paranoid when shopping these days with COVID-19. I live in The Bronx, and I'm in my senior years, however since I'm home my husband and I will run safe errands for family members. I went to VS at the coop city location in Bay Plaza to return an item on 01/22/21. I ask to speak to the Manager on this busy Friday night. The Manager was wonderful she actually help me shop! She also got everything on the list that I needed for myself and daughter. She was smart, patient, and beautiful; and she was still directing staff (multi tasking) while assisting me; the customer!

I've always been very impressed by the quality, customer service, shipping and delivery of the items I've ordered from VS. Items are delivered in good time, always before the expected delivery date, and I've never had a problem with item quality.
And, when I've had to deal with customer service, I was extremely impressed. A bikini bottom I'd purchased became discoloured after I wore it for the first time. When I contacted VS about the issue, they responded promptly, and told me I would be shipped a replacement right away. They requested no photos of the bikini bottoms, and told me to keep the old one due to the inconvenience.
Overall, really impressed, especially due to the poor customer service I've received at many other companies after shopping online.

I love that Victoria's secret changes their bra and panty fashions by season, I love their products! It's easy to find things on the website and they only e-mail to notify you of sales. Customer service is great for returns. I've only had to return something once, because I accidentally ordered the wrong size. No flaw on their part.

My only issue is that they carry bras up to size 38DD but do not carry pants up to size 18. A woman with a 38 inch ribcage is probably going to wear at least that size. I wish they'd cater to all sizes in their clothing section because although I am a "normal sized" woman I have agreed to boycott all stores that do not sell plus sizes. It's not fair that I can buy something that is made unavailable to another woman because of her size.

Ten years before the Social Network I told hundreds of people the story of the founder. It was my best way of explaining to people in foreign countries that a millionaire might jump off the San Francisco bridge because the new owners turned it into a billion dollar global business.
I lived in Mill Valley at the time so had different versions of the story.

When the internet was new I did a content analysis of the titles of the 1000 most popular web sites and the key words they used: celebrity, angel, sexy, model, free, new, teen. The only company in the world that has used all in their ads since 1995 is Victoria's Secret. Now you know what the business of wings on supermodels is all about.

Not far from the defunct Macy's in La Jolla is a very popular Victoria's Secret.

Of my top 5 favorite businesses to shop, Victoria's Secret ranks #1! I have shopped at Victoria's Secret for over 20 years! The quality of their merchandise is what has kept me a loyal customer. They also have amazing Customer Service, and I've never had an issue if I purchased something that didn't fit, it was always promptly taken care of.
One of my favorites about VS is bikini time! I love the fact you can order your bikini in your bra size! I also like the variety of items you can purchase! And the Lingerie is stunning. I also have about 5 different parfumes, Heavenly being my favorite, but I love them all!
Overall, some items may be a bit pricey, but the way I see it, you get what you pay for, and their overall quality proves how well their merchandise is worth it. I also Love their pink collection! I would recommend Victoria's Secret to anyone who wants quality in every aspect. Waiting patiently for their semi-annual sale! Happy Shopping! ~Jenny

I love this company. Their clothes are super cute, fit true to size, and last a surprisingly long time. I usually wear my jeans out within a year but all my VS jeans I've had for many years and still am enjoying them! :o) The only reason I *almostgave them 4 stars is bc they do not cater as much to the larger breasted women as they used to. I'm a curvy gal and I would like more options for undergarments without having to go to UK websites. But heck, no one's perfect and above all the other companies I truly love their products all the way from their clothing and lingerie to their cosmetic, body lotion, body shimmer, self-tanner or fragrance! What a great, well-rounded company! They truly encompass all the lovely portions of being a soft, sweet-smelling feminine gal. :o)

P.S. If they people at VS see this review, can ya'll please looking in to bringing back the knee-high Sketchers boots w the 4(?) inch heel? I went through 3 pairs over the years bc they truly were the perfect boot! So comfortable, even for all day wear! :o) Thank you!

I love this site they have such great clothes. Years ago I found this site and I also visited there store in White Marsh Mall. Victoria's Secret Is a little pricey but they are worth it. I have bought clothes from them over 15 years ago. Pajamas, leggings, sweatshirts, tunics, bra's, fragrances, shimmering body powders and more. I love there items. There are made so wonderful from quality materials, they are put together so finely and never fall apart. I have clothes from them I bough over 15 years ago, that still look brand new. I love there sweatshirts, they fade so neat they get this kind of really neat used look that comments the wearing. They look better as you wash them. I used to love there Country collection catalog. But they discontinued it. I wish more people would request they bring it back. They had the cutest items very simple type looking clothes as if you were staying in a cabin in the mountains or going for a walk in field, or horseback riding. They still have beautiful cloths. I love there Long Jane Pajama. S They are so comfortable. They have really nice under garments as well. I love there 5 for $25.00 ladies bikini cotton underwear. Victoria's Secret. Is one of the best places I have ever shopped in my life. Check out there Angel's collection & there I love Pink collection. I hope everyone enjoys this site as much as I have In the last 20 years. So Even If you can't afford them right now. Go and look they also have markdown items all the time. http://www.victoriassecret.com Sincerely, Lorraine W.

Working as a Sale Associate for Victoria Secret

Thank you for taking the time to read this letter. I am currently working at Victoria Secret Markville mall located at 5000 Highway 7 East, Markham, ON, L3R 4M9. I am writing to you with a complaint about management. There are currently three managers who are employed at Victoria Secret. One of them is named Tara, and she is an extremely good manager who I enjoy working for and feel motivated by to reach a high selling spot. Tara respects all employees and customers, is very organized, acts professional, help staff improve by giving constructive feedback and acknowledges a good job when she see it. I have no problems what so ever with Tara. S for the employees they are all very hard working and kind. All of us make up a powerful selling team when Tara is managing.
As for the other two managers Manaria and Sheiraled I along with many other employees at Victoria Secret have a problem with the way these two managers manage the store. They are to forceful to a point where it is considered bulling. They threaten to firer you all most every shift if you do not reach a high selling spot. On many occasions they call employees into their office and make them feel badly for not selling enough. They never take into account that the flow of customers is not always constant. Most of the time employee called into the office come out in tears. Most of the girls that are working there never stay long and six employees that I know off are currently looking for a new job because they hate working at Victoria Secret only because of the management.
I am not suggesting you to fire them by any means but they do need to be spoken to about the constant harassing of employees and threatening to fire them. Employees are not happy working here, we feel that we are treated without respect, the two managers are not approachable by any means. The surveys we are required to fill out evaluating the mangers performance and what we think of the working conditions are not truth full. Once we fill out the survey our manager reads it out in front of us so there is no way we can be honest when filling out the surveys. The manager makes us explain why you gave them an eight out of ten instead of a ten and make you change it.
I also would like to share with you some examples of incidents that are not handled well by Sharielle and Manaria.
Name Exchange (Both managers)
As an employee I know it is a must to do name exchange with a customer. I usually introduce myself. Ask the customer there name and then shown them a variety of items which we collect in a shopper bag and make her braw journey fun and memorable. Then before guiding her to the fitting room I leave my name with the customer for a second time. I make absolute sure I say my name clearly, slowly and loudly. Majority of the customers I help, speak mandarin or Cantonese and barely speak English. 70% of the time a customer I have helped does not remember my name even though I spent an hour with them helping them one on one. Then when the managers at the casher ask the customer who helped them the customer says no one. Then after they leave cash register they come and find me before they leave and thank me for all my help. Now both Manaria and Sharille keep track of every customer that says no one helped them and then approach you. "Why did I have seven customers to day say that no one helped them." Then I answer I did help them I put a great effort in today to reach out to every customer. "Well then you explain to me why they said no one helped them, am I to believe the customers lying, well am I. Then must have forgot my name. "Well that is no excuse that just goes to prove you didn't do your job and build a connection if they don't remember your name. If you want to keep working for me, you better step up your game if not you can easily be replaced." Each employee gets scolded at individually and she never acknowledges all the customers that did mention your name and say how great you where.

Cash Wrap (Sherialle)
I was organizing go backs behind the counter and a customer came to cash with a braw she wanted to return. Our manager was at the cash and the customer explained to her that she bought the braw 5 days ago and wanted to return it because she found a braw at the Bay that fit her better. Our manager kept insisting the women do an exchange while the customer was getting annoyed because she had just said no five times and did not want to do an exchange. Our manager was rude and pushy until finally the customer said, "You know what I have asked you nicely five time and now I want to speak with your manager." Then are manager said she was the manager and the women looked discussed and took the braw off the counter and went to the cashier beside the manager. Can you return this for me because I don't want that women serving me. Our manger is not patient with people at cash, she snaps at them and argues with them and the customer leaves the store irritated or upset.

Theft (Manaria)
As an associate I am well aware about the kinds of theft in the store. One of the managers came up and told me numerous times, watch out for those black people the colored ones are always Angels. First off that is racist to say all black people steel, second of all one of my closest friends are black. And my friend is extremely honest and trustworthy so that made me upset. Second of all there are a couple of people who work at Victoria Secret who are black and here Manaria say this constantly how do think that makes them feel.
Teaching us a lesson (Manaria)
One of the two managers was very angry about people forgetting to bring a lock. So when we all finished for the evening to do bag checks one girl was getting her bag checked and the manager found a handle full of under wear in her bag. The manager got really angry and called her a thief, the girl started to cry saying she never Stoll the underwear. The manager said oh and you expect me to believe a theft. The girl was humiliated in front of the rest of the staff she was crying her eyes out. The manager said I know you didn't steal the underwear I put it there to teach you a lesson to put a lock on your stuff.
I was really annoyed by this first off the girl for got her lock by accident and second off all the manager herself half the time forgets to lock her lock so who is she to judge. And also she had done that to other people in their coat pockets and you're not expected to lock you coats in a locker it is just plain mean. How are we supposed to respect a manager who acts like a mean school girl and enjoys seeing others upset? Both managers are mean to each other on breaks. One constantly make fun of the others managers weight even though they are both the same size. Saying things like I can sure tell you live for food, you never stop eating.
I do hope you can sort this issue out soon because until you do the Victoria Secret at Markville Mall will not be functioning at its max potential. When the staff is fearful and unhappy, they don't tend to take pride in what they are selling. And if they don't like their job, they will be putting minimal effort while they look for a new one which I have seen time and time again.

I ordered some stuff from Victoria Secret online on 15 Jan 2021.

WRONG MOVE.

I did not get a chance to record the Order Confirmation No. The total amount of the purchase came to around SG$350.00. They flashed a message on my computer screen to say that I would be receiving the email confirmation from them within 2 hours.

THE EMAIL CONFIRMATION DID NOT COME ON 15 JAN 2021.

I went to their chat online and chatted with a VS agent named Sarah. Luckily she provided me with my ORder Confirmation number, after I gave her my name, my email add and my shipping add. She also verified the amount I had paid through my visa credit card. She also told me that I would be receiving the Email Confirmation within the day.

I DID NOT RECEIVE THE EMAIL CONFIRMATION ON 15 JAN 2021 OR 16 JAN 2021.

On the night of 15 Jan 2021, I emailed VS Customer Service and gave them the above-mentioned info. THey also said I would receive the Email Confirmation within 2 hours.
I NEVER DID.

By 16 Jan 2021 (and after around 10 emails to-ing and fro-ing with their Customer Service team) my patience waned thin. They still dodged around and still could not send me the email confirmation with the items I had purchased.

DONT ASK ME WHY.

By 18 Jan 2021 I had to resort to threatening them that I would post about their pathetic service on their website, their fb and Sitejabber. That did not worry them a bit. They even went so far as to pretend to send me a link in which (they claimed) I would see the Order Confrmation. I typed in my Order Confirmation number and hoped to see the items I had purchased, but I was logged out, the system telling me that this order did not exist.

WITH THAT, I WAS IRATE WITH ANGER.

I called up my credit card company and they said that two seconds after I had made the purchase, VS had happily debited the amount from my credit card!
So this is how they do business huh?

My credit card co couldnot help much, they only told me to wait until 2 Feb 2021 to see if the items reach me, and if they do not reach me, to lodge a report to them (the credit card co).

I am posting this review on Sitejabber to ask if any of you out there has suffered the same fate with VS Online? I had bought items from them many many times before, and have never faced this kind of anger, bad treatment, $#*!ty service and frustration before.

PLEASE LET ME KNOW IF ANYONE OF YOU HAVE HAD THE BAD LUCK TO ENCOUNTER THIS KIND OF PATHETIC SERVICE BEFORE!

A very dissappointed and disgusted online shop experience- I will never ever ever use their online shop again! Do NOT purchase anything from Victoria Secret website if you live outside of the US!

I live in the UK and purchased some items from their website. After a few days I have received an email from their E partner shop and asked me to pay for a ridiculous amount of import duty. This import duty was NEVER mentioned when i made the payment online and over the phone (also bear in mind that we have VS shops in the UK). According to the English import law, I do NOT need to pay for any import tax when an online purchase is below ?135. I will only need to pay for 20% VAT which would be waived if the VAT amount is below ?7. Surprisingly, VS has decided to charge me ?12.72 with an $38 order.

I called VS customer services and complained about this hidden import charge. I was advised by the customer sales that this is how much import tax that my country is charging me. She also admitted that there was no mention of the extra import & admin charge under the payment screen, but there was nothing she can do.

Because of this, I strongly believe this money is NOT charged by my country but VS's admin fee! After nearly an hours conversation with a customer service girl called Jamie, she finally agreed to give me a full refund (including the handling fee and shipping charges i paid when i made the order). I then asked her to email me the confirmation. She said she didn't have any email access but I could take her word and I would receive a full refund. She also promised that other customer service handlers would be able see the refund agreement in my account. I then took down her name and telephone time and then emailed VS customer service for the confirmation to protect myself. Guess what, I never received an email refund confirmation as they said in the email that they couldn't confirm how much I would receive until they received the items back. More importantly, they can't even confirm that I would be able to receive a full refund. I was also threatened by VS that if I refuse to accept the package, I would be responsible for the items if it is lost or stolen even though I never signed to receive the package. I don't understand why I will be responsible for something I never received! Up until now, I'm still waiting for my refund.

I can't believe a big company like VS will lie to their customers and not treating their customers fairly by applying all the hidden charges.

If you live outside of us, do NOT purchase anything from their website as you will be charged for a hidden charges including ridiculous amount of handling fee, admin fee and 'import duty' which is applied by VS NOT by your government.

On 30.12.2023 i placed order no #[protected] contained 3 products Victoria's secret amd i paid in full by bank card. On the same day i received the confirmation email.

On 08.01.2024, i received the invoice with 2 products out of the 3 ordered.

From here followed a whole exchange of emails in which i asked for explanations and the answeres, which i did not receive for each request, were very vague and without concrete exanations - you were refu ded the amount for the product that was out of stock. I mention that although we ar on 11.01.2024, nothing was arrived in my bank account and the support received from the company is insulting. It would have been much more professional for the company to inform me of the situation when they discovered it, so that i dont end uo asking for explanations and noi beig answered or being answered vaguely and off topic. Shameful attitude.

Thanks,

Rodica

Hi,

I placed an order on the 17/11/2023 and have tried to get a shipping number to track if it is on its way as I require before christmas.

I have emailed cs@victoriasecretbeauty.com.au 5 times to get a response but all I get is what I believe is an automated response saying the following

Dear Can You Please Help Me It Is $178,

Thank you for choosing Victorias Secret Australia.

Your ticket number is 51732 and to view the status of the ticket, please visit the following URL:

https://valiram-cs.freshdesk.com/helpdesk/tickets/51732

We will be in touch within 24-48 hours. We appreciate your patience and have a great day!

I can't seem to get any help on it - I have even been on chat 24/7 and they are telling me my order number is incorrect.

What else can I do, please help

Jo

Ordered on Line

October 2023

This is the second time I have ordered under ware and have not gotten what I ordered. I ordered 5 bikini panties for $35.00 on Sale and received one pair of cheeksters for $10.50. It's not worth my time returning them. Just wanted to say I am very disappointed. I do not live near a store any more and my only option is to order on line now.

I can forward all the mails i had with you guys and their is no resolution of anything, please can you , Order number was E024451373, please contact me back because this is such a [censored] thing about such a company to take orders and never deliver them and provide no support to the customer

[protected]@gmail.com is my email address please contact me and i can provide you what all information you need to process my refund.

I've spent thousands of dollars at VS IN THE PAST, in store and mail order, but not a penny more. I am grossed out by the ugly obese models, I can't believe there is an advertising agency out there that thinks this stuff sells. WHO has the goal to look like that?

Obesity is the path to a short life and it's ugly. I won't buy any product sold by a "model" that looks the opposite of what I want to look like. GROSS.

Hello, I had recently ordered two bras from you back in April Order# W098733685. I am not very happy with the quality of these bras, especially for how much they cost. I am having an issue with both of them and the wire coming out continuously. One of the bras it is coming out near the top right side by the armpit area and the other bra it is coming out on the right side down near my breast. Please advise what we can do to make this ok.

Thank you,

Jessica Sommerfeld

In January, I bought three lightly lined t-shirt bras from Victoria's Secret after realizing they were one of the only brands that carry 32 DDD bras. The three bras that I bought were the only ones in the entire store in my size. Within about four months of purchase, the clasps in the back broke on two of the three bras, and one fell out on the remaining third. I have purchased cheap bras from discount stores in the past that were better quality. I will not be purchasing anything from VS again as they were relatively expensive and broke immediately. I will say they were very soft, but that's irrelevant if the bra cannot be held close all day.

I bought a bra in April 2023. It is now only July 2023, and the hooks on the back of the bra have broken and the bra is unusable. I contacted customer service and they said I am past their refund/return policy. However, I think that an expensive bra should be made with high quality material, not something that was broken within a few months. They preceeded to tell me it's all about how a bra is washed and cared for. When I have gotten inexpensive bras that last longer. That does not make any sense. I will not be shopping there again, as their customer service is nothing like other retailers.

They offered me a $15 gift but since their stuff is not inexpensive, this can't serve any purpose. I would have been happy if they replaced the bra, instead of a refund. They did not offer me any options.

I walked into the establishment to exchange three bras that had been purchased online. Two of the bras I purchased myself the third was. A gift. We started at one register and the lady was brand new and no one was around to help her. We than walked to another register. She struggled for a while. Others walked up and did not offer hellp. She called her manager who refused to tell me her name. (Blonde with rainbow tattoo showing) After exchanging 2 they refused to exchange the third. I asked why they said it was because they could not find it under my phone number? It was a gift that was purchased online. They continued to treat me rudely. Refused to tell me their names.

This is the worst VS the xperiwnce I have ever had and will not return to this location.

I have been emailing back & forth with Victorias Secret to complain about 2 very expensive bras I bought for my daughter back in April that are now falling apart (& have been for some time) making them unwearable. These cost £60 each! As I purchased them on-line & checked out as a guest I do not have any account details but I do have proof of purchase as I paid via PayPal. We got all the way to the stage where they said they would send me a returns label & arrange a courier collection however all communication has now stopped as I feel they just can't be bothered with me anymore. I am not going to leave this issue because these were very poor quality for the price & my daughter is very upset that she is unable to wear what was her favourite underwear.

Hello,

I am from Columbus Ohio but in Mobile Alabama visiting. I looked on line to see what time the local Victoria Secret opened on Friday January 6, 2023. The site said 10:00 am. I drove to Bel Air Mall in Mobile Al, but the store was not open. I arrived at the mall at 10:40. Someone in the mall said they open at 11:00 am. I sat outside Victoria Secret along with about 15 people waiting for the store to open. At 11:00 the doors did not open we were all waiting at 11:25 the store was still not open but I did see people earlier in and out of the closed gate. I called the store number at 11:25 and spoke to an Emily I said there is a group of us outside your store waiting to come in don’t you open at 11:00 she said I don’t know when we are opening. I said what do you mean she repeated herself I don’t know when we’re opening. I said well it would be nice if someone would come out and let all of these people standing here and let us know you have no idea when you are opening the store instead of leaving us stand here waiting. Dead silence on her part. I said hello she said you can call back in and see if we’re open. I said is your manager there she said yes she put me on hold for several minutes she came back and said she said she’s too busy to talk to you. I asked what the Managers name she said Amber. I said this doesn’t look good for Victoria Secret not very customer focused or very professional. She didn’t say a word. I hung up. This is the absolute rudest and most unprofessional experience I have encountered trying to shop and spend money at a store. The careless attitude and unprofessional behavior is Unacceptable! A total waste of my time driving 30 minutes then wasting my time waiting on the store to open and dealing with the unprofessional non customer focused employees Thank you in advance for your help in this matter.

Cheryl Hartzell

Description of Complaint:

In June 2022 I was shopping at Victoria's Secret. I was encouraged to open a credit card to save money on purchases. My husband warned me this is a scam. When the bill was received it was paid in full through our online bank bill pay. No credit card or further statement was received until December 2022 when we were informed we owe $196! I called the phone number for assistance and was informed that $100 could be waived, but nothing more, that these were late fees and interest for unpaid late fees and interest charged since August when we paid the bill on time but the payment was received 2 days late on their side. This is a scam to get more money from a shopper who received one bill and paid that bill on time. No credit card was ever sent!

Desired Settlement:

Correction to a credit report; Billing adjustment

The paper tape they use is worthless. I came home from holidays to TWO rather large boxes that were open and empty. Why? Because the tape they use peels up and off, opening the package in the mail. This last box has a label from USPS that it was received not sealed. Now I have to call and plead my case. They need to use the proper size box for heavy boots and plastic sealing tape.

I am furious after spending 2 hours of my time selecting 250$ worth of merch during black friday sales, only for it to be returned to the warehouse for no reason, and no efforts made to send my rightful items to me, or give me some kind of coupon for percentage off/gift card for the very obvious inconvenience ! The customer care representative even went as far as to suggest that “‘next time please ensure your address is correct” when It very much was 100% correct and there was absolutely no reason for my various items not to be delivered. I am very disappointed as a valued customer of Victoria’s secret. Guess i’ll be shopping elsewhere from now on.

Incident occured - Ordered Nov 30,2022

“could not be delivered” no explanation as

to why, and no effort to resend/offer discounts to the customer for the inconvenience.

Refund number: E019783149