Victoria's Secret Customer Service Issues

Subject: Quality Issues with Victoria's Secret Products I am writing to express my dissatisfaction with some products I purchased from Victoria's Secret. On Saturday, May 13th, I visited one of your franchises in Maracaibo, Venezuela, located in the Sambil Mall, to buy VICTORIA'S SECRET products, including Fragrant Hand & Body Cream and Dry Fragrance Oil. Unfortunately, I found that both items were of poor quality as the scent did not last on the skin. On May 16th, I returned to the same store to request an exchange for the products. Although they agreed to exchange them, the replacement products were also of low quality and had the same issue. When I asked for a refund, they refused. Additionally, when I requested a different product, they insisted I pay the price difference due to price increases, which I refused. As a loyal customer of over 20 years, I have always viewed Victoria's Secret as a company that enhances female beauty with high-quality products. I kindly ask for your assistance in resolving this matter as it is disheartening to see your brand associated with subpar products. A copy of this email will be sent to the SUNDDE, the National Superintendence for the Defense of Socioeconomic Rights in Venezuela, to ensure compliance with consumer protection laws. I will also forward this to Victoria's Secret in the United States and Venezuela for their awareness.

During the Pink Friyay sale, I purchased 7 pairs of underwear. However, I received the incorrect pair in my order. Instead of the rose dream cheekster I selected, I received a gray scalloped pair that I did not prefer when browsing the website. I am hoping to either receive the correct pair or be credited for the mistake. I have all the necessary paperwork from the packaging and have tried on the incorrect pair, which I am hesitant to return due to this error. Thank you for your assistance in resolving this issue.

I ordered two backpacks two weeks ago with the delivery date estimated between August 10-14. After calling on the 15th, I was informed that one backpack was delivered to an address two hours away. They said they would resend it, but it never arrived. Instead, they now mention that the other backpack is out of stock, which is frustrating because it wasn't when I placed my order. My kids have been going to school for three days without backpacks. They offered a refund and a $35 gift card for the inconvenience, however, the backpacks were originally on sale for $35, so I will have to spend more money at the mall to buy a replacement. Additionally, I tried to qualify for the free duffle bag offer by adding a lotion, but now they claim I didn't qualify, causing me to lose out on that too. This experience has been very frustrating, costly, and disappointing with nothing gained in return.

On August 24, [redacted], I visited the Victoria’s Secret store in Kingston, MA for some shopping. Unfortunately, my experience turned unpleasant as I felt I was being followed and assumed to be stealing by the employees. Their behavior was embarrassing and made me extremely uncomfortable. Despite not showing any signs of theft, I was continuously monitored and even cornered in the fitting room near the cash register. The constant surveillance and lack of respect made me anxious and eventually led me to cut short my shopping. The differential treatment I received, especially the employee’s insistence to watch me closely even at the register, was distressing. As a middle-aged, single mother, this discriminatory treatment was unexpected and uncalled for. The incident left me outraged, and I am considering sharing my experience on social media. I urge Victoria’s Secret to address this issue promptly, provide an apology, and ensure their staff is trained to treat all customers respectfully. I will be returning my purchases and will not be visiting this store again until the matter is resolved satisfactorily.

Good afternoon. This morning at the store in the center of Malaga (Spain), I had terrible service from the employee Sara. I am a loyal customer to your designs and have always been well assisted in other stores like the one in Barcelona or Dubai. However, I did not like the service today at all. I asked for help in choosing a gift for my friend, and she couldn't guide me. She briefly mentioned what was available within the budget I was looking for but couldn't assist me. She seemed tired and unmotivated to work. When I approached her for help, she told me to wait a moment as she was folding some panties. I believe that the customer should come before folding panties. In my opinion, a store with as much prestige as Victoria's Secret should not have such low service standards. Initially, I left with no desire to return ever or at least not to this specific store. Regards, Daria

Hello, I am Cristiana L. I made an order a few weeks ago with order number [redacted]54. The order was not delivered, so I contacted Victoria's Secret for a refund. They offered to reship it faster at no cost if the initial order arrived, but I prefer a refund as I am not in the country. I don't want the reshipment and just want my money back. The email I received indicates a reshipment, but I requested a refund. Please assist me with processing the refund. Thank you.

I encountered an extremely rude cashier, #[redacted], at the Burlington, VT (store [redacted]). She was the most unprofessional person I've ever dealt with in my 15 years in retail. Despite working in the same field, her lack of customer service was shocking. It felt like she was angry about not being able to stay on her phone and do her job. Additionally, she forgot to remove the security tags from all the items I bought, which is frustrating. I am upset that I now have to make a two-hour round trip back to the mall because of her mistake. This behavior is unacceptable for such a reputable company. Please address this issue promptly.

As a long-time Victoria’s Secret customer, I have always been loyal to their products, especially underwear and bras. Recently, I've noticed a decline in quality, especially with bras where the seams are glued rather than stitched, leading to them falling apart after a few washes. Even the panties I bought last year are falling apart after minimal wear. The seamless thong underwear, purchased in September [redacted], started tearing after just six wears. This consistent issue has left me disappointed considering the cost of Victoria's Secret items and is making me reconsider future purchases despite having gift cards to use. The deteriorating quality is causing me to question the value of continuing to buy from Victoria's Secret when the durability does not meet expectations.

My daughter selected pants item #[redacted][redacted] for $35.00, which we purchased. Unfortunately, the clerk forgot to remove the security tag from the pants, causing us to adjust our plans and return to the store the following day. This was quite inconvenient, and I was surprised when the clerk we dealt with upon our return seemed to find the situation amusing. It would have been helpful if they had taken the matter more seriously and offered some token of apology for our troubles. I recommend that staff double-check for security tags during purchases to avoid similar incidents in the future.

Hello, my name is Deidra. I am writing to express my disappointment in the removal of Vanilla Lace scent from your stores and online shop. I have tried other available scents, but they are too sweet and floral for my taste. Vanilla Lace had a subtle and classy fragrance that I loved. The decision to discontinue it was a major mistake, in my opinion. Although I still shop with you for undergarments, it was Vanilla Lace that initially drew me to your store. I am unsatisfied with the current mist options, as they lack the richness and smoothness of Vanilla Lace. If you have any remaining bottles, please reach out as I would love to purchase them. I used to pair the Vanilla Lace mist with my Chanel body cream, and they complemented each other perfectly. Any assistance would be greatly appreciated. Thank you.

I have been a loyal customer of Victoria's Secret for many years, but recently, I have noticed a change in the fit of their bras. Here is a summary of my recent experiences: In July [redacted], I bought a bra from VS that didn't fit well. In August, I exchanged it for a different style following an employee's recommendation and received a $10 discount. By September, I once again had issues with the fit and sought help from two team members. After trying on several bras, I found one that seemed to fit but now, after another purchase with a deal, I am facing the same problem with the new bras. I've always been happy with my VS purchases until now, and I am feeling dissatisfied with the recent products. Your assistance would be greatly appreciated. Sincerely, Cheryl T.

I am extremely disappointed in the changes made to this product. The scent is completely different from the one I loved and the bottle is now pink instead of red. This new version has no fragrance at all. I am upset that the scent I adored has been altered so drastically. I will no longer be purchasing body spray from your company as this was my favorite body mist. Previously, when wearing the original scent, I received numerous compliments, but now no one even notices it. I am frustrated that the price remains the same despite the degradation in quality. I used to be a loyal customer, but now I will be switching to Bath and Body Works since their products have stayed true to their original scents. It is disappointing that your company has chosen to sell an inferior product.

On September 25th, I made three separate transactions at VS, intending to pay the balances in full on my card. After paying, I received a bill for $8. Despite settling the full amount, the customer service representative claimed I still owed $8 due to an error made by the clerk. Upset with the situation, I requested my account to be shut down. As a loyal customer with three teenage daughters who also shop at VS, I am disappointed by the lack of help I received from customer service. I visited my local store to address the issue, but the associate was not available. Other staff members were surprised by the $8 balance remaining despite my payment history. While $8 may seem insignificant, as a single mom with four children, every dollar counts to me. I hope VS can rectify the clerk's mistake and reinstate my account promptly. Susan S.

I started shopping at 11:00 p.m. on October 30th to take advantage of the special deal on panties and sports bras at 10 for $30 and $10 each, totaling $[redacted]. When I tried to check out, the price increased to $[redacted]. I contacted live chat and spent until 3:20 a.m. explaining the issue. The representative promised to honor the sale price if I checked out. However, upon checking today, I realized the order wasn't placed. Customer service refused to honor the original price despite my efforts. I am disappointed with the service, as I am a loyal customer who always pays on time. The live chat and customer service agents were unhelpful in guiding me on what to do next. I am frustrated with how this was handled. I hope you can honor the 10 for $30 deal for 30 panties and 6 sports bras, as it is still in my basket awaiting checkout. I only wish to avail of the sale price I initially intended. Thank you for your attention to this matter.

I purchased 5 pink bras for my daughter in September [redacted], but they were the wrong size and caused discomfort. I visited the Quaker Bridge Mall Pink store to exchange them without a receipt. I spoke to Carmella, who mentioned a manager named Cris. Upon returning today to exchange the bras as promised, I spoke to Paul about the issue. Unfortunately, my daughter had removed the tags, but the bras are unworn and in perfect condition. I am unsure if I paid by card or cash, but I simply seek an exchange due to the store's employee error. I have been a loyal customer for years and have never encountered such an issue before today.

I typically enjoy shopping at this store, but my recent experience was quite unpleasant. I received an exclusive invitation for Angel cardholders and a friend, but the event did not live up to the promises made. The invitation stated we would "shop after hours without the crowds," yet the mall was still open and packed with people. There were no scratch giveaways or gifts for everyone as advertised. The staff members were rude, unhelpful, and lacked professionalism. The sales were minimal, and the signs were misleading. The associates provided incorrect information, and during checkout, they were unwilling and visibly annoyed to assist. It felt like they were looking down on customers. Despite my love for shopping at this store, I am uncertain about returning after this disappointing experience.

I used to frequently shop at Victoria's Secret Pink, spending a significant amount of money there. However, I noticed that the quality of their clothes is poor. The shirts stretch after washing, which is disappointing considering the high prices. Now, I only shop during major sales events. Recently, during the Black Friday sale, I was fourth in line with my daughter. She spent over $[redacted] but didn't receive the thick blanket that was advertised; instead, she got a thin, cheap one. Additionally, she didn't get the rewards card she was supposed to receive. I spent around $50 and did get a rewards card, but my daughter didn't. We have collectively spent thousands at Pink, but if these issues persist, she will likely stop shopping there too. It's frustrating that despite spending so much money and making an effort to be first in line, the promised items were not provided.

I want to share my experience with Black Friday shopping at the Victoria's Secret store in Westmoreland Mall, Greensburg, PA. I attempted to purchase Sherpas both online and in-store. The Sherpas were quickly sold out online, and when I went to the physical store on Black Friday, I encountered challenges. Despite waiting in line for about 30 minutes, I was informed by a clerk that the Sherpas I had selected were not the ones included in the sale. I raised the issue with another employee, who in turn contacted a manager through a headset. The manager, via the employee, stated that nothing could be done as the sale signs had been removed. This situation left me disappointed and feeling that it was unfair. I believe it would have been better if the manager had addressed the matter face-to-face. A prompt response to this matter would be appreciated. Thank you for your attention. - Lana S.

Today, I visited the store on New York's 86th St to purchase a bra. The sales assistant there and the promotional signs indicated a price of $25 for the bra. However, at the checkout, I was told it was $35, which I paid. Upon double-checking with two other sales assistants in that section, they confirmed it should have been on promotion. I spoke with the store manager, Nathalie, who was unhelpful and insisted the price was $35 despite the $25 sign on the rack. Though I liked the bra, I wanted to pay the correct price. Nathalie's only suggestion was to return the bra. I did so, but I am unsure if I will get my $35 refunded. This resolution was unsatisfactory for me and likely cost you a customer. It would have been better if your manager had been more customer-focused.

I possess an Angel Card and regularly visit Pink to purchase gifts for my granddaughters, who are enthusiastic about the brand. On November 29, [redacted], at the Victoria's Secret store in Calumet City, I was buying 10 for $35 panties and other clothing items for Christmas gifts. Earlier, I had spent about $[redacted] at Macy's. While at Victoria's Secret, I faced a theft incident where a woman took my Macy's bags, containing a wallet, cash, and a new cellphone bought from Walmart, as I shopped near the panty table. Despite filing a report with the Calumet City Police, I wanted to highlight the lack of a security guard that evening, which perhaps could have prevented the theft. Moving forward, I understand that I should have been more cautious with my belongings. My main concern is for my granddaughters missing out on their Christmas gifts.