Victoria's Secret Customer Service Issues

I recently shopped with my mom at Store [redacted] and I was highly impressed by the Store Manager's excellent service. Having managed American Eagle Outfitters and Justice stores in the past, I appreciate the importance of a well-run store with great staff and visual displays. However, the sales associate who assisted us during my transaction # [redacted] at Reg 3, with employee # [redacted], was extremely impatient and rude. Despite trying to show her an email about a free robe offer with a specific code (ROBEVS), she dismissed me and inaccurately claimed the offer was no longer valid. This behavior was unacceptable for a customer service position, especially during the busy Christmas season. Despite this negative experience, I commend the Store Manager for her exceptional care towards customers. I hope my feedback helps improve the service at the store. Happy Holidays! - Lora E.

I visited your Eau Claire store on 12/3/18, attracted by the buy 2 get 2 free promotion and a free robe coupon with a $75.00 pink purchase. Arriving before noon, I inquired whether I could combine the two offers. The clerk confirmed this and I left to meet someone for lunch, planning to return later. Upon returning, the sign advertising the free robes was being removed. The staff mentioned a corporate decision to take down the signs. Even though I had been assured of the offer earlier and a sign was still up, the manager declined to honor it. Disappointed, I reluctantly made a purchase due to my daughters' preferences. I believe that if a customer is in the store before the offer is removed, it should still be honored, especially when signs are still displayed.

Hello, Today, I visited the Augusta, GA mall location to purchase the 3 for $36 panties for my upcoming wedding and honeymoon. While I thought I had chosen all Small sizes as they were in the Small bin, I discovered that one pair was actually an XS, and it appeared stretched out and worn with a secretion spot on it. I am very disappointed because I believed these were new and now I am unable to return them immediately since the store is closed. I will reach out to the store directly to address this issue, but I wanted to share my experience here as well.

I purchased $65 worth of products at the Longview Mall Victoria's Secret store, which included clearance items. The deal was to receive a free bag with some items. However, the manager at the register was rude and said I couldn't get the bag for $65 due to buying clearance items. I don't think it's fair for customers to have to spend more just because they bought clearance items when $65 was already spent. The manager's behavior was uncalled for and upset not only me but also other customers in line. I believe customers who spend the required amount should receive the promotional items regardless of the type of items they purchased. I am disappointed in the treatment I received, and I hope the store addresses this issue. Thank you, Mitzi.

Hello! I hope you're doing well. I wanted to buy this bottle for my sister, but I wish there was a way to avoid the fee. Jasmine, my customer service representative, could not assist me in waiving the fee and explained that it would not be possible. I was extremely unhappy with the customer service. It doesn't make sense to me how one would risk losing a customer over a shipping fee. I understand Victoria’s Secret is a reputable brand, but customer value is important. I'm highly disappointed since this product is unavailable at the branch near me. The customer service was extremely poor and lacked effort. Thanks for reading. Have a blessed day.

Hello, good morning. I am not sure who to complain to, as the customer service through Live chat has been a failure. The individuals in this Live service sometimes do not help but rather harm. This has happened twice now. The first time, I asked for my order to be reprocessed as it did not go through due to a payment issue. However, the products that were on sale that day ended up being charged to me at full price as they were no longer on promotion. When I called for assistance, they could only cancel the order, not fixing the price error. The second time was similar, where they removed coupons without notifying me, causing the order total to increase. It is frustrating that they don't communicate changes while assisting. I ended up canceling the order again, losing out on a coupon for two free panties that expired. I enjoy shopping at this store, but incidents like these discourage me. It seems like they may lose customers due to staff treating people poorly. Thank you for listening.

I recently visited Victoria's Secret in Zona Rosa, Kansas City and was assisted by Grace, an attentive associate who provided exceptional customer service while helping me find bras. As I was trying on various options, I encountered Shirley, who turned out to be a manager. Unfortunately, Shirley's behavior made me uncomfortable. She seemed to be constantly following me around the store and even lingered near the fitting rooms, which I found invasive. I believe it is inappropriate for a manager to behave this way and it has negatively impacted my shopping experience. I am disappointed by the lack of respect for privacy and will not be returning to the store as long as Shirley is employed there. I intend to share my unfavorable experience on Yelp to raise awareness.

Hello, this is Abhilasha G. I ordered 5 shortie panties with a tote bag a month ago, but I have yet to receive them. I chatted with Angela from your team initially, who was helpful in informing me about the available items and the exchange process for those that were not. Unfortunately, the chat disconnected, and when I reconnected, Nicole was unhelpful and rude. She refused to provide a different shade of panty or process an exchange, causing unnecessary conflict. I did not force an exchange but preferred a refund. Nicole's behavior was unacceptable, and if employees like her continue to represent your team, it may negatively impact your customer relations. Despite the delay, I maintained politeness throughout the interaction. Nicole's lack of manners is concerning, and I hope for better service in the future.

Yesterday, I visited the Katy Mills location at [redacted] Katy Mills Circle in Katy, TX [redacted] to do an online return. All items were brand new with tags on in the Victoria's Secret shipping bag, and I had my receipt/packing slip. At the cash register, Jimmy assisted me. However, his attitude was unpleasant from the start when I pulled out the items for return. He seemed annoyed and impatient, and even suggested I do an exchange instead. When I insisted on the return, he made the process unnecessarily long and uncomfortable. Despite my explanations and requests, he continued to display a disrespectful attitude. I felt belittled and disrespected throughout the interaction. As a retail manager myself for 15 years, I was shocked by the poor customer service. I plan to escalate this issue to the store director and district manager to address this behavior. I will not be returning to this location in the future due to this unpleasant experience.

I discovered a bill outside after the snow melted in our yard. It had a late fee that I wasn't aware of since I have always paid on time. I received another bill with a late fee after this one. Can we discuss waiving or reducing these fees considering my history of timely payments? I would appreciate it as I would like to purchase new running tights, but it's difficult with unexpected fees. Thank you for your attention to this matter.

I recently made a purchase for 3 pairs of tights and mistakenly chose the "total knock out" instead of the "regular sport knock out" I intended to buy. Shortly after placing the order, I tried to modify it but was informed it was already processed. I was surprised to hear changes could only be made within 30 minutes of ordering, a detail not clearly mentioned during checkout. It seems unfair that if the sale ends before I receive my items, I would need to pay the price difference. Furthermore, I encountered issues using my $15 birthday coupon and Jacob wasn't able to assist me effectively. I hope to receive a $15 rewards card code to be able to reorder the correct items or alternatively, cancel my current order and obtain a new $15 rewards code as my birthday coupon has been used. For reference, my offer code was DM15AMAY19 with pin F6RG3NTVH.

During my Mother's Day shopping, I purchased two body mist bottles at Victoria's Secret. Shortly after, I decided to return one. When I went back to the store, I encountered the same staff member who had sold me the product. Despite the receipt stating a 90-day return policy for refunds, she rudely informed me that the store does not issue refunds or exchanges. Her lack of professionalism and disrespect towards me and my partner left a negative impression. This experience was disappointing and frustrating as a loyal customer of Victoria's Secret.

I am extremely dissatisfied with my recent online order experience with Victoria's Secret. I placed an order for 1,[redacted] that was not delivered, and my refund is still pending. On the second delivery attempt, the sizes were incorrect, and I couldn't exchange the items at the retail store in Temecula. The customer service at the mall was appalling. After contacting a representative and being told I could print a label to ship the items back with no postage required, I was surprised when the mailman returned the package to me five days later, stating it was undeliverable and I had to pay for shipping. I went to the North County Fair Victoria's Secret location, spent over an hour browsing for exchange items, only to be rudely informed by a representative that I had to leave the items with them to process the exchange and wait for my refund. This treatment was unacceptable, and despite complaining to customer service, I was unable to get replacement items or a refund. This experience caused me unnecessary stress, especially as I had to purchase the needed items elsewhere due to my daughter's wedding passing. I urge Victoria's Secret to expedite my refund and acknowledge the poor customer service I received.

I recently purchased 2 bras after a thorough bra fitting with a very kind assistant. However, when I wore one of them yesterday, it felt strange. After getting checked by a bra fit expert outside the store, it turned out the size was incorrect - it was a 34C instead of a 32C. The responsible person agreed to exchange it, but when I returned to the store, she refused, stating that since I had worn it, I should have noticed the mistake. I expected at least an apology from the manager, especially considering the price of 59€ for a bra is significant for me. If this is the level of service, I will continue shopping at Tezenis where I can try on items before purchasing. I had hoped for a dream experience, but it has turned into disappointment. Bogus

I only have a debit card to pay my bill. I spoke with Ketcha and Pamela, who mentioned they cannot accept my debit card without a $9.00 fee, which I feel is unfair. I rely on my debit card as I am on Disability and live far from your facilities. Despite Victoria's Secret previously waiving late fees for six months, I was informed today that a late fee would now be charged no matter what. I intend to pay off my account and then close it, although it will take me a couple of months. Unfortunately, I am unable to get a money order now and I am unable to visit your store. I am disappointed that after allowing me to make payments without charging a fee for so long, a $9.00 fee is now required regardless of circumstances. This change does not seem fair to me, so I will be discontinuing my credit card once it is settled. I regret any inconvenience this may cause.

I am extremely upset and frustrated. I mistakenly placed an order yesterday and immediately reached out to customer service to cancel it. I spoke to a lady on the phone who had trouble finding my order since I didn't have a confirmation email with a code to provide. She suggested calling back in the morning due to system issues with the sales. When I called at 8 am, my call was declined multiple times, and when I finally got through, I was informed that an order can't be canceled while it's in process. This contradicted the advice I was given the night before. The representative, Brianna, informed me of this policy. I'd like to know the name of the person I spoke to previously since calls are recorded, as I'm quite upset by this experience and just want to cancel my order and avoid shopping here in the future due to the poor customer service.

I recently had a return at Victoria's Secret, where I had originally paid $60.00 in cash and $30.00 on my Victoria's Secret Card. However, when I returned the items, the refund was only processed back onto my card. The manager, Logan, explained that their system does not allow returns to be done the same way purchases were made. This was surprising to me as I've always been informed that refunds should mirror the original payment method at Victoria's Secret. I was not happy with the service I received from the manager as I felt rushed and dismissed during the interaction. While the employee apologized on behalf of the manager, I was left feeling dissatisfied with the situation. I would appreciate it if my refund could be processed in the same manner as my initial purchase.

I received a gift card for VS but had a disappointing experience at the Reno NV store in the Meadow Wood Mall. I felt ignored and mistreated, similar to a scene from Pretty Woman. The staff didn't acknowledge me and refused to refund my gift card, despite having a receipt. I've never been a fan of VS and won't be returning. To turn this negative experience into something positive, I'll be donating my $75 gift card to a single mom with two teenagers. My hope is that she can use it for her family's needs. It would be ideal to receive a $75 refund for my birthday gift. Sincerely, Nicole

My personal information was fraudulently used for charges and credits on my Discover card, both in the US and internationally. I have reported these unauthorized transactions to customer service, including two unauthorized charges on my Victoria's Secret credit cards. The individual behind these fraudulent phone and internet orders needs to be prosecuted. It is concerning that they are able to access my account information to make purchases and returns. This situation needs to be addressed promptly by a supervisor who can provide a solution to this ongoing issue.

I visited your store on November 18, and my daughter left her glasses there. I contacted the store, and a cashier informed me a customer found the glasses in the dressing room and returned them. However, when I returned on November 19, the glasses were nowhere to be found. Despite being promised a call from the manager on duty, I never received one. Upon calling back, the person I spoke to was quite rude. I work in retail myself, and we handle lost items differently. When I inquired about the manager and the district manager, I was met with resistance. I just want my daughter's glasses back and a simple phone call to update me on the situation would have been appreciated.