Victoria's Secret Reviews 

disappointed with customer support — feel completely ignored
I am writing this with a deep sense of frustration and helplessness. I have always loved this brand and purchased from it frequently, but my recent experience with customer service was appalling.
I tried getting help with my order, but first I had to waste a lot of time battling the digital assistant, which continuously refused to connect me to a real person. When I finally got transferred to a human agent, they simply read my message, sent a brief, unhelpful reply, and immediately closed the chat without solving anything.
The fact that there is no accessible way to leave direct feedback about such poor service makes it even worse. This entire experience left me feeling like the company simply does not care about its loyal customers. After being treated like this, I honestly lose all desire to buy from this brand again.

Ordered from Canada. Ordered two sets of the same size but one was much smaller than usual. Tried to return it but the return location is 4 hours away and they don't allow pickup for this package. The return location also doesn't open on weekends, making it effectively impossible to return it. I will try, under their advice, to return it under my expense, arranging my own package delivery. I find this unacceptable as their inconsistent sizing issues should come with easy returns.

I placed an online order in the uk through their website. I asked for my package to be sent out when all items were in stock. They sent them out separately but it made the returns info a bit confusing. I also wasn’t given an order number. When I tried to register a return online it only offered collection which is not helpful if you work away from home. I tried speaking on their live chat and the AI bot was so unhelpful. Upon the second attempt I got through to someone who gave me a number to call to discuss returns info as I don’t have a store near me. I called and they sounded unsure of my request and then hung up. I tried to find a complaints department and spoke to someone on their social media account. They were equally as unhelpful saying I need to speak to NEXT even though the complaint was now to do with their customer service and not even the return. Used to be a regular customer but now they have made everything so difficult and will do anything to send you away without dealing with the issue. Not to mention how pushy they are when you go in the stores. Spent an hour trying to ask a question and have just ended up angrier. Ridiculous company.

This is the best customer service I’ve come across. I rang the general customer line today from the UK. I got to speak to a human within a couple of minutes which is so rare these days!!!! I wish I’d got his name and within 30 seconds he has my detail, saw my problem and sorted it and refunded the delivery fee. I never leave reviews but it’s so rare these days to be happy with a customer service.

I absolutely love their bras, but do not order online because they will give you one estimated date of arrival and it will move 3-4 times before you get them…

Paid my full balance July 9 before the due date and i didnt know that payment was returned until i checked my acct as i got their email today that i owe 41.09 on top of their additional charges which total of 73.09 for late payment. I checked my payment acct everything are right and nothing changed and they said i need to update my acct payment. First of all, they did not notify me the day that i paid that it wasnt successful so i coud at least correct it that day or maybe their payment system has glitches. So beware and do not trust paying online they will rob you to get more charges.

I had an extremely disappointing experience with Victoria’s Secret customer service.

I placed an order worth almost €300, but one of the items was missing when my package arrived. I contacted customer service immediately. At first, I was told that Victoria’s Secret was not responsible and that I had to contact the carrier myself, even though the parcel arrived sealed.

After contacting them again a few days later, another representative assured me that I would receive a refund for the missing item. However, instead of processing it as a missing item, they incorrectly marked it as a returned item.

As a result, they deducted return fees from my refund, which makes absolutely no sense because I never returned that item—it was never in the parcel to begin with. It was missing from the moment I received the order.

Since then, I have contacted customer service multiple times, but they keep giving me the same scripted response, telling me to contact the carrier and claiming they cannot do anything. They refuse to correct their own mistake or properly investigate the missing item.

The entire process has been frustrating, inconsistent, and unprofessional. Being given conflicting information by different representatives and then having a missing item falsely recorded as a return is unacceptable. I expected much better customer service from a company of this size.

I bought the Fig Cardamom Oud Fragrance Mist while it was on sale; it was shipped from the Netherlands to Italy and I really wanted to try this brand. The purchase and shipping experience went smoothly, but unfortunately, it smells just like products from Action. I would suggest a meeting between the chemists and the marketing/quality team—I’ve already mentioned this to Simone, the virtual assistant, via the online chat.

It’s always hard to find my bra size. I wear a 32DDD which is usually only available online or either it has to be ordered. I’ve always loved lingerie so of course i became obsessed with shopping at Victoria’s Secret but I’ve noticed the prices continue to rise while the quality rapidly declines. I couldn’t even find a swim suit in my size this year. I’m not sure where else is good for my size. I prefer online shopping. In store experiences are never good at my local store and typically the workers are snobby, preppy ladies or either sweet, helpful gay guy. No hate there. They usually seem to know more than the ladies do

I used to love Victoria’s Secret, but I’m extremely disappointed with the quality of their panties now.

I still have a 100% cotton thong I bought about 10 years ago, and it’s still in great condition. The new ones are nothing like they used to be. The fabric is extremely thin, the stitching is poor, and two pairs started coming apart after only a few days of wear.

It’s sad to see such a well-known brand sacrifice quality. I expected much better. I won’t be buying underwear from Victoria’s Secret again, and I can’t recommend their panties anymore.

I bought some underwear and I put them on last night and I woke up to go to the restroom and I saw on the side. The knitting of my underwear was coming off. They are in my size and fit perfectly fine.

I just paid my account balance and am about to cancel my card once payment goes through. The payment I made was for a Free bra and late payment. Promotion was buy 2, get 1 free. When I went to exchange a wrong size, first CSR never shipped replacement. When I followed up, second CSR charged me for the exchange of the FREE bra. I disputed the error and they claimed to investigate. Instead I was charged and given a penalty for late payment.
So done with the “supposed,” customer service, huge interest rate and lack of customer care.
I pay my card 100% within a week of purchase but finding anyone who cares or knows what they’re doing is lost at VS.

I don’t know why I bother with this store anymore. Their underwear is such poor quality now - thin and the fit is totally off. Their underwear used to be good quality, last for years, while still being sexy yet comfortable. Now the fabric is so thin and after a few washes fall apart. Yet the price point is exactly the same. Now I can get better underwear at Target, that come in a pack. Boycott this company as their quality now is atrocious!

Order arrived late so gave me a refund of delivery charge.

Sent me the incorrect items so sent me a replacement order.

The replacement was also the incorrect items. Had to send me yet another replacement!

It’s not hard to get an order right. It was a birthday gift so having to wait days for replacements only for them to be incorrect too was quite frustrating

I just received my VS online order of 3 bras. I have not bought from VS in many years and I wish I had not bothered to give them another chance. The quality is unbelievably bad, these bras are more like the kind you can buy at target for $10. The materials are cheap and they are poorly constructed. They did not even bother to line the inside of the bra with the same color or material as the outside and I doubt that any of the three will last more than a month without falling apart. Very disappointed.

Victoria secret credit card is a scheme. Late fee $40 ..etc.

If I could give a zero i would!! Ive been shopping online with VS for years now i have never had my packages delayed, the last few months have been horrible on the delivery time frame I don’t know wha delivery services you’re using but you should go back to the original delivery service.

Time to find a new brand. These panties are irritating since there is less actual cotton and more synthetic fiber in them. They slide around under clothing and cause irritation. They create more sweat for those of us that move a lot and the prices keep going up as well. Disgusting product.

I live about an hour and 45 minutes from the nearest Victoria’s Secret. My sister was here for a week and we decided to drive to the nearest Victoria’s Secret. They just happen to have a sale that day buy one get one.
I spent over $200. One of the bras that I purchased started falling apart after one washing hang drying, and the stitching was just pulling the lace apart from the actual bra.
I went to a Victoria’s Secret and the gal just kept telling me I had to contact Customer Service. She said they couldn’t do anything in the store and said that I should also write a review.
I had not purchased Victoria’s Secret bras in close to 20 years. I thought I would give them a try now with all of the BS that this company is giving me I will never ever ever purchased from Victoria’s Secret again.
And it is true the sizing used to be so much better when the actual owner was still alive now I believe they are using less material so you’re having to purchase a bigger size than you actually are because the other ones don’t fit.
I don’t know what to do to get the company to replace the bra.
I really hope that everyone that reads this thinks twice about shopping at Victoria’s Secret.
Good luck, ladies!!

Appalling!

The item was never delivered and their "customer support" keeps deflecting any attempt to open an investigation, send a replacement or issue a refund.

Do not fall for it, it's a scam.