Victoria's Secret Customer Service

Terrible customer service at VS.
No resolution after days of email exchange to a simple problem which other retailers have handled before without issue and professionally.

I 100% agree with previous comment. I got Carmella too who put me on hold every few minutes and after 30min said that they cannot modify the order. Something that they had promised me before placing the order. VS customer service is now becoming a fraud, that was my last purchase from this company and their sister companies.

The worst online customer service.Very disappointed..I literally spent 1 hour waiting for „Carmella" to help with my order she would put me on hold forever. And refused to provide her name. Makes you not want to shop at VS.

what is an order this morning for an item at Barton Creek square Austin, Texas location inside at the mall when I got there it was still closed. There was nothing on the outside stating the store was going to be closed until noon. There was nothing on the website no emails nothing was put out stating this I so I was gonna be closed until noon. I had to call and ask if it was 11 o'clock. I had to get to work just because it's election day doesn't mean they can't stop and close the store without telling your customers that you're going to be closed and make it an inconvenience and waste gas twice I'm on my way to try and pick up an item one just to find out the store is currently and temporary closed without notification. That's bad business.

I recently got married and received a gift with a gift receipt worth $86. The item did not fit.
I returned it and could not find anything I liked, so I picket the first best thing and planned on coming back when I had more time. I went on my honeymoon and I forgot all about it.
Yesterday, I finally took care of this. My $86 receipt was now worth $32.00 I was shocked and noticed that their quality has gone down and it is so cheaply made.
Receiving only $32 really upset me and then they demanded to see my driver's license, which is fine but then they scanned into their system.
I told them I don't want to have it scanned, but I was told that was Company policy and she had to do it.
I am concerned about hackers hacking into their system and now they have my information
I think this is outrageous and I will never shop there again.

Absolutely AWFUL customer service. They are totally clueless. The customer service reps will literally just tell you anything you want to hear, without actually solving your issue, just to get you off the phone. All they do is kick the can down the road. I have been trying to log in to my account for weeks and all I get is the runaround as to why I can't log in or change my password. If you ask to speak to a supervisor, expect to be on hold for an hour. I'm pretty sure they just hope you'll give up and hang up. Supervisors probably don't even exist. Just another company who outsourced all of their customer service jobs overseas to save a couple bucks because God forbid they pay their employees living in the United States a living wage. I'm done shopping at stores who have outsourced all of their jobs due to corporate greed. I hope others will follow suit.

This company has went down hill over the last 10-20 years. I called the 800 to get assistance with a reward and never received and one of their overseas customer service agents trys to process my order over the phone. We got all the way to the end and she couldn't put the credit card number in correctly. I was patient with her and she still wasn't getting it. I asked to speak with a manager several times and she kept lying and saying one wasn't available. That conversation took 40 minutes. There's no other way to file a complaint or speak to someone in America. I got on the chat now and spoke with a virtual assistant. She said a manager would contact me but no one has. I will never order anything off Victoriasecret.com and will only buy my panties out of the store. It's sad because they use to be a really good company. This is what happens when these big companies hire cheap labor.

Bought bathing suits online but changed my mind, they won't cancel my order. Even if I receive it & it doesn't fit I can't return it to the store and they will not take back the item. I'm not ordering from them again.

I bought some undies today & am fed up with the long skinny tags in some of the underwear, why don't they have all of their undies tagless? We just end up cutting them off

I'm Writing, because I have a hard time purchasing Bras. I live in Alaska, the only place I was able to buy bras was from Nordstrom. They closed in Anchorage. I have plus size, and other companies, make the bras horrible.

The best designers aren't even designers. I'd like to see space in your pink line. I predicted the tyedye, you did it.. good job. Now you're stumped on whats next? Simple, space, cosmos, stars, that kinds of stuff. I could design your best line. Hottest ever. I'm not a designer but I'd bet my career it would be ninja!

VS customer service is horrible. Worst service ever! My online account got hacked $500 of product purchased! Called the next day after receiving an email regarding the orders & was told- "too late to stop the order" then transferred me to report fraud. Thought everything was ok & take. Care of! WRONG 2 weeks or so later, received a bill- contacted them again & the community bank that handles the credit card, was on hold for 50 minutes! They get on the phone like it was nothing- gave me "oh I'm sorry for your wait, what can I do for you" explained everything AGAIN and that I received a bill! They told me they would take care of the purchases! Received a bill the next month with a $37 late fee to the $2.98 interest to the fraud purchase. Called again & was told they would send to their supervisor to have it taken care of but "U NEED TO CALL BACK TUESDAY TO MAKE AURE ITS COMPLETED". So I need to call back a week later to make sure it's taken care of- have the supervisors call me! The girl says w a smirking tone in her voice "huh a supervisor will not call you back, they don't do that". I said oh ok- so my card gets hacked, I get charged a late fee & have to call you back in a week to make sure it's taken care of- she said YES! I'm so over VS!!! Closed out my credit card on the 2nd call and have reported how sucky their bras are plenty of times and I don't get a response se on that. So in my opinion- VS customer service and their crappy products suck and they don't even care what anyone thinks as long as they get money/sales! If your smart you will stay away from them!!!

I received an item used and had a white stain in the pantie line area.No tags I've been a constant shopper with them and never thought I would ever have a problem like this. I texted with them and received a message to resend the item and would get refunded. To me the fact that they act like it's normal is so disgusting and will be closing my account with them.

This is regarding Commenity Bank which VS uses for their credit card. I called to pay off my bill. I was given the complete payoff with all finance charges still received a statement of $20.04. They refuse to waive the fee after receiving their $1100 pif pymt. I have called three times and they insist on not waiving. Now Macys waived their $75 finance charge with NO problem. Never will I shop at VS again!!

VS employee in Southlands Aurora CO very rude! She does not smile & did not want to be bothered for an extra mile I was asking her re: merchandise. I don't know her name , she's kinda old & Hispanic with long hair. She needs to take customer service training. She does not look happy (personally) but do not take your personal issue at work, do your BEST service for customers. We, as a consumer spends money so employee can get paid. She is always not helpful when I visit this store. I hope she is not a Manager because she does not even know how to manage a customer which is the most important assets in a business world.

Worst customer service ever. My problem of missing items still not fixed after 5 different chats and 3 disconnections. Was told to join reward program to see orders, not true. Still don't see my 4 recent orders and receiving marketing advertising now. I wouldn't recommend Pink/Victoria Secrets to anybody. Overpriced cheap made products and terrible customer service

Moreno Valley California store in mall. Valerie was rude and talks over her customers. Called customer care and was told managers have no authority to make any kind of exceptions. So rude and will never go back.

NEVER ORDER ONLINE!!! Their Return process is the worst I've ever experienced. You pay for shipping both ways and they add a lot of processing charges. What a way to steal your money.
I will never buy from Victoria Secret ever again.

Has anyone have any problems with their billing with victoria secret?I love to shop with victoria but every bill I get has a late charge on there I paid my bill once I received it have it in the mail the day after and they claim my bill is past due this happen to me 3 times called them and they said they received it late I cannot not help if the mail is running slow and I can't afford to shop with them if they put all the blame on me so I will no longer shop with them until they get there system straight I was just wondering if anyone else have this same problem

they canceled my items with zero explanation and kept disconnecting when I tried to get it resolved. What a crap company and customer service. Awful.

Was at the Victoria Secret store at the Merritt Island Mall - was going to buy 4 bras, there was only one cashier open and the line was long. I asked someone that looked like a manager for check out assistance and she directed me to the only one cashier open, I told her the line was very long, and she doesn't seemed to be bothered, by the way, they was just standing there talking to another employee, and didn't even budge to look at the situation of that one cashier, and just told me she's sorry about the wait, and proceded to go back to what seems like a personal conversation. Needless to say, I put the merchandise down and left the store. What a horrible experience, btw 3 other employees were just standing there, with nothing to do!! Lost sales for you!! And a very uncaring Manager running that store, concerned more about continuing her story with another employee...

I order the coco chill with sativa seeds body wash I had a bad allergic reaction it broke my skin out and it rash and itching was unbearable I need a customer service rep to email I wanna return all these items this is the worst EXPERIENCE AND 3 I've had with VICTORIA SECRET VERY UPSET

Worst customer service Imaginable! I hate shopping here now! My local VS closed so not I have to drive, all stores are dirty ugly unknowledgeable teens managing never have my size can't call for help "24/7" chat always down makes my blood boil overpriced bs again just untrained employees Not at all what it used to be sad days who will be the next VS I want to know please hurry!!!

I returned something at the store since 3-18-22 haven't received my refund as yet what's taking so lonh

Visited the Victoria secrets outlet location Riverhead. Horrible customer service. Employee so busy talking about what's their bra size how it changed to their new size and have no courtesy to assist customer in the store for their sizing. The fastest response is buy online we don't have it.
I am not spending my dollars for that service.

I will not shop there anymore! Because of some idiotic girl that put an order for me online- she screwed up sizes- so I go to store to return the items & they said oh we have to put the return on a gift card-when I NEVER paid with a gift card it was all paid on my debit card. So, the nice girl @ the store called cust.support- & well they seen I paid w/ my debit card & not w/ gift card- but bc of the girl that screwed up - I the cust.am paying the price. -they put my refund on a gift card& then in 5-7days the $ s/be returned on my card. So, I agree w/ other people comments-Victoria Secret sucks both in store & cust.service. I am now going to Stop shopping at ANY Store & w/ hopes others will too& maybe they will need to make changes. CUSTOMERS SHOULD NOT BE PAYING THE PRICE FOR THEIR EMPLOYEES MISTAKES & THE LACK OF GOOD CUST.SUPPORT!!!

I had been to several stores in the Melbourne, FL mall without anyone providing any type of customer service which seems the normal these days...then I stopped by Victoria Secrets and immediately I was greeted with a smile and asked if she could help me. What a pleasant surprise from all the other stores I had gone to that day. Emily has the best customer service skills I've ever encountered. I worked for an airline my entire life and customer service is big so when you go to a store and you encounter someone like Emily it is so refreshing. I'm an older, heavier set gal and after putting me in a dressing room with several options she was able to find exactly what I needed for my special occasion. There was a line at check out as well and she went immediately there to help out and I was lucky enough to get her when it was my turn to check out as well...I believe she said her name was Emily but my receipt shows Cashier: 3753969 and my purchase was on 9/13/23 from store: 50598 and I just wanted to say Kudos Emily for making my day.!!

I would just like to say thank you to victorias secret customer service. They have always been extremely friendly and helpful!

My Moma, Love so much VS because she's addict in shopping. For me as what i saw in my mom. VS is such a great company with good Customer Services, they give full information about their products they also gives recommendations for what's the best for her. As long as you always ask on their CS they will listen and help you. Actually, that is what i observe its because usually people going in and out to the store they are afraid or shy to ask. Actually i really like VS because their quality services and products.

I spoke to Meg in online customer service she was so nice an helped me and my dughter immensley . we really apprecite her great customer service thank you Meg.

I recently made a purchase from VS's website, i've made several orders in the past and never had a single problem. The package always arrives before predicted and I haven't had a single problem with the items i've received. Ive made returns, all were seamless and quick! My latest order however did not arrive, I contacted VS customer service and within a few hours the emailed me back asking if I wanted a refund or a replacement package, at NO charge!!! In 3 days I got my items. I couldn't be happier with their service!

to the managers of Victoria secret in Broward county mall Florida. I was in broward county (florida) store, and TEVIN, one of ur employees took care of me, I was very please with his service, what a polite person, great salesman,good smile etc. I wished all ur employees were like him, it was a plessure, how he handled the the situation from beginning to end. and he finished with a hand shaking, TEVIN, deserves to be told about what a great salesman he is, I told him but to be recognice by Victoria secret company or stores managers.the store should greet u with a good smile. thak u Tevin.
thank you.

Victoria B

It's just not a normal situation, i pay 40 $ for shipping in Europe,I just need to know what's happening with my order, not to see some funny message.
Usually i got my order in 9 days after shipping, now it's been 15 days and no sign of it. of course, no traking order is available...
for how long should i'll be waiting?
does International carrier works slower now then it did in june last jear when i had my last order at home in 9 days??//

I just got 2 $10 off my purchase cards for my birthday from them! They really know how to take care of their "Angels" and make us feel appreciated! I have never had any problems that wasn't easily fixable. I ordered a pair of pants and the size was wrong, they fixed it immediately! I believe most of the negative comments with "problems" are actually not the companies fault, but their error in the ordering process (like my pants). Also about the shipping, the woman said you can bring it back to the store if it was ordered online, and the store will ship it back free of charge and exchange it and you can pick it up at the store. Plus with all the sales they have it's so easy to walk out with free stuff (other than the free undie coupons) Like the angels rewards cards can be used on clearance items! I got a makeup brush I wanted for absolutely FREE and what I want from them for my bday will be free as well :) I love being an "angel" :)

I'm honestly surprised at all the negative comments here. Victoria's Secret is my favorite store and I have constantly shopped there since 2007. I have been to almost every VS store in Florida and throughout the past five years I have only had two negative experiences with Victoria's Secret - there was one time I went to the one in Daytona Beach, FL with my Mom and there was an associate who was rude to her, and the other time was when I called customer service a few weeks ago asking what bra was the best for me and the lady just kept asking "are you trying to place an order?" and hung up the phone on me when I said no. That REALLY pissed me off and I wish I got that lady's name because that was a really unprofessional thing to do, especially from someone whose on the corporate side of things. But yeah, ranting aside, the majority of my experiences there have been positive. The associates are usually very friendly and helpful, and VERY lenient when it comes to coupons. I gave them two different free panty coupons recently and they didn't say a word and accepted both of them. I was surprised. There was also another time a few months ago at the VS store in West Palm Beach, FL, where I had a coupon that wasn't supposed to be used until like two days later, but the associate accepted it anyway. Overall, I don't get the VS hate. Their bras are of MUCH higher quality than any other brands (Charlotte Russe's are the WORST - strap broke literally two seconds after I put the bra on). I will continue shopping there as long as their products are of high quality.

I'm a new customer and have received two larger shipments about a month apart. Each came in a larger box via UPS. Both boxes were mangled. The first box was missing an item. VS was wonderful in understanding and replaced the item. Now that i know the sizes and styles of VS merchandise that I like, I ordered another large order. the box that came via UPS is so MANGLED I'm scared to open the darned thing for fear half of it is missing. I would think with the great customer service VS has, the company would want to use a more reliable shipping company.... no? I was so excited to find a company to order slacks and tops that actually FIT Me...but I can't keep hassling with UPS....

I shop VS for over 10 years and i have never had a problem that would not end up solved in my favor.
Maybe because I am from Europe, I am happy with "a panty" for free with a bra and do not ask for 2 panties etc.
People are crazy, want more and more and complain about really ridiculous stuff.
VS has amazing customer service, i really feel as "most-loved customer" anytime I contact them.

I made an order for $2,214 and a few hours later, I found an offer code for a free gift being offered for purchases over $75. I emailed customer service and explained that I had just made an order that would have qualified for the gift, but didn't enter the code. I asked customer if they would send the free gift to me anyway. The customer service lady emailed back "Yes I will add that for you." A few minutes later I received an order confirmation email. They sent me the free gift as a separate order and even paid for the shipping themselves.
Since then they've offered me exclusive discounts that say "Only for our most-loved customers" and I receive Thank You emails for being a customer.

Another time I made an online order and made a mistake. I paid $29 more than I wanted to because I thought an item was free, because I misread the offer. I called them immediately after I made the order and told them I had made a mistake. They corrected it for me by removing the $29 from my total.

A few store employees can be impolite, but what do you expect from young adults with little job experience. It's not the company's fault, and any person with common sense would realize that.

I ordered a sweat suit & the pants had a small hole when I received them. When I called customer service to have them exchanged, I was told they no longer had that style in my size (not even a different color). I was very disappointed because I loved the suit & color! I found another set that was a similar style/color, but the price was higher because it was not on sale. I asked if they could wave the difference since there were no suits in my size/price range that I paid for the first suit. They were happy to make the exchange with no additional cost on my part. The woman I spoke with was very polite & professional. She had a great knowledge of this product & I felt like I was in good hands. Overall, I am VERY pleased with the customer service dept, thanks to Karen!

I have shopped at Victoria Secret's PINK and purchased a sweater for $44.50 and it was an okay deal for PINK. So I went yesterday to purchase some sweat pants and I found these really cute sweats that were around $39.50 and when I went to look for my size the ONLY sizes they had were all SMALLS! I was like come one there has to be other sizes but I couldn't find any. So I was like okay, let me find other ones. Then, I did find other ones and ince again only smalls! So I looked around the store and found other sweats and I found sizes x-small,small,medium,and large so I was like finally but they were high priced so I left the store. The when I went home, I went to their online store and they have sizes up to large and I am thinking "How come they only have bigger sizes online?" but then I found these really cute sweats and a matching shirt and I was thinking of buying it and when I selected my size and went to select the color in violet they didn't have my size! I was very upset because they had my size online but not on the color I wanted! I just wish they sold bigger sizes for women,teens, or kids who are either full-figured,have big curves or just curves in general, or people who are not skinny. That would just be my suggestion for their company. I hope they take all of these suggestions from their customers into mind so more people would like their company, and also to have more reasonable prices. And from all the comments below this comment about bad customer services, I hope they try VERY hard to fufill alot of their customers, so they make their company better but to also make their customers want to shop there and to also making them feel comforable.

I shopped in Omaha and had a very good experience. I was greeted promptly and offered assistance. After choosing my items, I went to check out, since they were having a free bag offer with purchase. It was the pink and white striped large duffel bag offer for summer.

Unfortunately, they started giving them away a couple of days earlier than stated on the ad/card, so I was informed they were already gone.

I emailed customer service and they apologized and said they would send me a new bag as soon as they came back into stock. I really didn't expect it would ever show up, but one day, it did. It's a really nice, large bag and I gave it away as a gift.

VS has their stuff together!

I have also been a very lyal customer with VS and I have never once had a problem. I mainly shop online and I have never had any problems, the order is always correct and shipped quickly (however I would like the shipping/tracking number to be updated...)

I have to say, I am surprised to read these types of comments. I love Victoria Secret's and have always been so satisfied with the service. I am a loyal customer and will continue to do business with Victori's Secrets.

I just called their customer service to resolve a minor issue. It has got to be a super busy time--the Saturday after Thanksgiving--but my call was answered by a human immediately. She was able to politely and very quickly resolve my issue. The whole thing took 2 minutes. Awesome.

I am a Victoria's Secret shopper faithfully. I do not have the models body, but since when do you compare yourself to the mannequin the clothes are shown on. I am happy with my purchases both online, and in the store. I do have an Angels card, and in no way was forced into getting one. I wanted one. Why, because if I shop there, I might as well get the perks. Free panties, and discounts are great for me, also the monies off discounts. I have never had a problem with my bill payments as i do not wait until last second to pay it, and do not charge what i can not pay off. I love this store, and unfortunately, know there will be people who do not, so. Everything is not for everyone.

I have been shopping at VS for years, both in stores (Glenn Mills, PA) and online. I have never had a problem. The sales associates are extremly professional and always willing to help me. As a male, I always feel very comfortable when shopping at VS. I have the Angel Card and LOVE all the discounts and perks it entitles me to. I wasn't "pressured" to get, it just makes perfect sense to have it.

I may be in the minority here, but so far I haven't had any issues with Victoria's Secret, either online or in the store. Ok, well, that's not COMPLETELY true. I hate the fact that their tracking numbers never work and are never updated. I don't know if that's a VS issue or a USPS issue, but it amounts to the same annoyance.

Other than that, customer service is always friendly and helpful both in store and phone. I shop at the Oakwood Mall VS in Eau Claire, WI.

I have accidentally gone over my limit once (purchase went through in store anyway) and I wasn't charged a fee. They actually increased my limit without me asking.

I hope I don't start running into the problems that some others have been having!

I had an issue with the online same day 'chat with a computer and not a real person' feature. The bank account that it put my payment on wasn't correct, and I was worried that I would be charged an overdraft fee. I called the customer service and Katie handled it wonderfully! She took the time to listen to my worries and quickly changed the bank number on the payment. I was off the phone in less than 5 minutes!

Tonight I tagged along with my daughter to shop at Victoria's Secret (Toms River, NJ)
While I was there I looked around and found a bra that was what I was looking for, so I tried it on. It was totally the wrong size. I had asked the lady who worked in the bra dept. if they had more like it but in a different size....from that moment on, I felt that an expert was in control! She somehow knew the exact size I should have been trying on and showed me other similar styles that would work for me. After I tried them all on I found the one perfect bra for me, so I bought two! The sales associate's name was Donna, and she made a customer for life in me! I walked out of the store tonight very happy and FINALLY with a bra that fits me perfect!!

I had ordered a dress that was accidently shipped to my billing address rather than my shipping address. I called Victoria's Secret customer service and they were incredibly helpful. They sent me another dress absolutely free of charge and they were so understanding and I was on the phone for less than 5 minutes before they fixed the problem! Easily the best customer service experience I had.

This has nothing to do with returns, but as an employee I'd just like to say IF YOU SEE US FOLDING UNDERWEAR TO MAKE IT EASIER FOR YOU TO SHOP AS A CUSTOMER, PLEASE DON'T TRASH IT RIGHT IT FRONT OF US. We are there to help, tell us your size and what you're looking for and we'll get it for you. Thanks!!

I work for Victoria's Secret. Regarding our return policy, yes, we do require ID. Even if you have a receipt. The receipt only exists so that you get back the amount you paid with, and so that you don't have to get merchandise credit back.
Our store runs through a system called The Retail Equation. If you have returned an item using your ID before, you can actually go onto their website and look at your returns there.
The machine just validates your identification to protect us from return fraud and return abuse. Anybody can pick up an item in our store and try to return it otherwise: before this system, we were loosing millions of dollars per year due to return fraud and abuse.
No store anticipates you returning an item after buying it. We don't need to ID you when you are making a purchase: business requires profit to function.
I don't think many of you understand that when we have to give you back money, then yes, you do owe us information and reasoning. Not only does it protect us but it also allows us to better ourselves for our consumers.
You usually will not be asked for ID if you originally paid with an Angel/PinkAngel Card or if you are returning an online order, as with either way your information is already in the system and we would not need it.

As for parents getting angry about their 12 year old girl being asked for ID: I don't know a single good parent who allows a young child with no ID go into stores alone. Prodding us with questions like "why didn't you ask for ID when she was making a purchase?" is also absolutely absurd.
Please go onto the Retail Equations website to read their policies.
It's absolutely infuriating when parents can't wrap their heads around why return policies exist.

I must say that after reading many of these complaints on here, I have a newfound appreciation for reasonable, level-headed customers who do not blow things out of proportion. I work for VS and I love the company, its values, and our product. Many of the complaints here could easily be addressed in many ways. We always strive to say yes to our customers and give them the best experience, because we understand that our brand is emotional and every interaction could create a customer for life. So I would like to address some complaints that have been brought up....
1) If you order online, are dissatisfied, and want a refund, you are absolutely entitled to a hassle-free refund. VS has listened to its customers and offers free return shipping if you just drop it off in the store. All you have to do is provide an ID along with your order form, since the payment automatically gets credited back on the card you paid with. If you paid with a gift card, they will issue you a new one through the mail. You may also choose to exchange for something in the store. The return shipping is FREE. Meaning you can order the whole website and return it for free if you so please. Not many companies offer this luxury...please be appreciative.
2) If you want a price adjustment outside of the 2-wk time frame, you can simply return the item and rebuy it, or do a free exchange if it's an online order.
3) We absolutely stand by the quality of our products, and if you ever worked for VS and have professional managers who truly represent the brand and care, you would know it for sure. Our products are NOT made of cheap materials, and a lot of testing and technology goes into them. If bras are falling apart, 99% of the time, it's because our customers are not taking proper care of their bras. Hand wash, OR delicate cycle with a delicates bag, lay flat to air dry. The clothes I have purchased from the catalog have lasted me years. Obviously there is the possibility for defects, in which case you can absolutely return or exchange the item. If any associate/manager refuses this, it is either because you have abused the return policy in the past (they keep track), you do cannot provide a receipt (then the return is to their discretion because anything with a damage returned without a receipt is possibly fraudulent), or they simply are not good ambassadors of the brand.

Unfortunately, VS is a HUGE chain and there are so many different people working for the company that it is very hard to quality control the employees. We are all trained to be a positive image for the brand and always do what is right for the customer, but you will always inevitably encounter a snooty, snobby, uncooperative, unhelpful person here and there. Please, please, please do not start hating on the brand just because of such individuals...give a different location a try. You might be pleasantly surprised! It hurts to see so many people hate on the brand just from one negative individual who isn't even properly representing the brand.

I worked at the Fashion Place Mall, victoria secret in Utah. When I was hired I informed them I was in fact looking for a pharmacy tech job but wanted to start somewhere. They were fully aware that I was probably not going to be working there long when they hired me. It came around I found a job (making double what I made there) and I told them I'd be quitting. They yelled and screamed at me in front of several customers and said some EXTREMELY rude things to me, making me cry in front of these customers, who also walked out of the store after witnessing this scene. This management is women in their 40's acting like they're in high school. I almost left right then and there but resolved to finish out my shift then I was never going to come back. The sad part is, it was my favorite store to shop at. I could spend a whole paycheck in there. (from my new job that is more then $100 a paycheck) SO after a few months (I thought they'd have forgotten me by now) I decided to go in, because of course I can't stay away. I love victoria secret. it's all I wear. From the minute I walked in, one of the managers GLARED at me. then pulled an employee aside and said something, which she then started to follow me around the store. I was SO insulted that she was so suspicious of me, I stormed out. I had gone in looking to spend about $500 on new bras, because I had lost a lot of weight and needed all new bras. Needless to say they lost my business. I now just resort to the South Towne mall which is smaller and with my size being so common they often don't have my size in the one I want. They always offer to call fashion place and put it on hold, but I always refuse to go there and so then South Town loses my business too. I hate ordering online because I don't like waiting and I like being able to match under ware in the store. I'm so EXTREMELY disappointed because the way they treated me was not what we were "taught" in our training. These ladies need to GROW UP. You're not 17. Have some respect, especially when I'm pretty sure I'm making more then you are. I never plan to step in this store again.

I work for a VS store and too many times customers come in or call complaining about issues we have NO control over and frankly its annoying...we Don't have control of credit issues we don't work for citibank..if you are charged fees its not our fault. We HAVE to offer the charge card to you can't apply for it wo giving you ss # out so why would you just give your ss # wo asking why we need it. And we return things you buy online or catalog as a courtesy to give you free shipping and just like if you sent it yourself you get your money back when the product goes back to warehouse.

After spending over an hour reading the reviews on this site I am honestly infuriated. I have worked for Victoria's Secret for almost a year and half of these stories sound like complete BS. When employees are hired we are taught from the beginning that the CUSTOMER IS ALWAYS RIGHT! my store manager even sent out emails reminding us that associates CANNOT tell a customer no. At my store we accept expired coupons and I have seen my managers break company policy just to make a customer happy. I have had customers insult me right to my face and I just stand there and smile because I know that I would lose my job if I retaliated. It sounds like a lot of the bad reviews on here are coming from people who just expect the entire world to kiss their butt.
There are a couple of specific issues I saw on here that I would like to address

1. the woman who complained about being outside of the return date and not getting her original money back. our return policy is clearly printed on the back of every single receipt. NO ONE in our store has the ability to override the options that the register offers us. It says 90 days on the receipt and after that the register will not even find the transaction. HOWEVER any items returned after 90 days will be given store credit for the lowest selling price. We have had items returned from as far as FIVE YEARS AGO and the person received money back. We have items returned that are stained or reeking of smoke and we give the customer their money back. If a customer comes in with a bra that broke or ripped we replace it for them no problem. These items have to be damaged out at a loss to the company. Our return policy is one of the most lenient I have ever seen.

2. issues with online orders/credit card company. These companies are separate from the store so I cannot speak for there mistakes. I will say that in my personal experiences with both (as both a customer and an employee) I have had absolutely no issues

3. "talking" about customers over the headsets. We use our headsets to communicate for our own convenience as well as the convenience of the customer. It allows us to quickly check in the back for stock and to inform the girls in the fitting room when a customer is coming back to be measured or assisted. the ONLY time we use our headsets to talk about customers is when we suspect theft we warn the managers and other associates. It is against company policy to use the headsets for purposes besides business

4. rude cashiers/ managers refusing to give names. This one is tricky because obviously in a large company there are going to be some bad apples. I understand that there are some people who have probably had a bad experience with one or two specific people. but as a whole I would say that our associates are friendly, and ones who are not are usually weeded out by the management. Managers must give their full name if asked- as required by the company. ALSO - at the top of every receipt the cashiers ID number is printed- if a customer has a complaint they should give the management this number so that those individuals can be reprimanded.

These are just a few issues that really angered me but I just can't believe this company has such a bad rep. on here. I have had multiple customers compliment on our wonderful service and friendly staff. I am sure each store operates differently but I cannot believe that such a customer oriented organization would allow continuing bad service. Like I said before, sometimes you get crazy customers who expect you to part the red sea for them....sometimes we just can't meet every single request. If those people are unhappy so be it but we always try to respond to them with a polite and professional attitude.

I work for Victoria Secret and I can honestly say it is a good company to work for but the managers need to be picked better and the managers that are good people need to take charge. I enjoy working at VS but not because of my co-workers but because I make it a fun job and am very sweet to my costumers. I know how it is to go in a place with a bunch of girls working and just feel rediculousy uncomfortable! Me and my bestfriend got hired for Seasonal positions. It's her first job and my 5th. So as you can see I know how jobs work but she's new to the experience. Right away, she asks me why everyone we worked with came off rude or were just snotts. I told her I have no idea but she's right because I've never had this!

I don't think this is everyone because we both work with girls who are genuinly sweet and are good people. But sadly, all 3 managers I have aren't a good example.
They talk behind costumers and mostly co-workers backs, including me and My bestfriends. So it's not because I'm doing something wrong..
If VS coporate reads this I hope you really change this.

Honestly, I've worked for the company for a while, and it's a great place to work for and shop at. Any customer must recognize that a business is a business; therefore it has to make money. The reason they give out those coupons with free panties and discounts is to keep customers coming back because that way it encourages the sales, and it also makes customers happy that they saved up some cash on their purchase. The reason they are only allowed to use 2 to 3 coupons to transactions is because if they use all of those, what kinds of profits are WE (the store) going to make? There has to be a limit. Customers always seem to want more, and it clearly says in the back of the coupons on what kinds of items they can use it, and other details. That is company policy and Customers always try to fight with us because they can't use their coupon on a sale item. They need to understand we're just workers and we're trying to make their shopping experience go well. We don't make corporate decisions and we can't change the policies, i'ts not in our power. (Example, when they want to use a coupon on a SALE item) It's already on sale sometimes up to 75%! Yet they're still not satisfied. As for the return policy, 90 days is more than enough, its like 3 months you had the merchandise without wanting it. Instead of them having the merchandise at home, it could have been sold already. We're a company that constantly changes their color story in merchandise and by the time those 3 months are up, that item will normally be a SALE item already; therefore we have to return it for the SALE price because we will no longer be able to make profit from it as a company. It's real simple, but somehow it creates a lot of issues. Victoria's Secret trains its employees to give the best customer service and we're constantly having workshops on how to make customers for life, but during holidays, that's when the company hires a lot of associates because of all the customers the stores will be expecting. These associates aren't fully trained simply because of lack of time and because they're so many. They're taught basic things, so they might seem ignorant to customers, but they are trying their best. It's hard to be a new worker and having all these customers complain about you when you're trying hard, but its because there is so much to learn. As for the wholesale issue, I have personally heard from customers that they re-sell our product, so when they go to the store, they buy massive amounts of product. People aren't aware of this, but especially in other countries and online, our products are sold for as much as 100% more than the original price and that is illegal because those independent sellers are not paying for the Brand (Registered Trademark) they're selling. It seems ironic how we could be upset about that, because we're making money either way, but it's unfair that all those independent sellers are using our name, and making over the double in profits. It's a crime. Lastly, what seems to be the biggest issues, the credit card, and online/catalogue shopping. Anything that goes through the catalogue or online has nothing to do with our independent stores. They do their own thing and we do ours, usually when a customer orders something and they dont have it in stock, instead of sending back nothing, they send the most similar item to what they ordered, so that way the customer wont be empty handed. It seems to satisfy customers most of the time, but then there's those who fuss and get it sent back. Same with the store, when we dont have what the customer is looking for, we offer the most similar item in hopes that they will like it that way they dont leave empty handed and sad, and we get the chance to make a sale. As for the credit card goes, its just like any other credit card. if you dont want to be in debt, simply dont get one. its our job to offer the credit card to every customer and they can simply say no. We must inform them of all the bonus's and rewards but they still have the chance to say no. Nobodys forcing you unless they're pointing a gun to your head.You have the right to say no, and we have to right to respect that. I have the credit card though, and it works out for me because i give the payments on time and i also get coupons for 10 dollars off purchases so it works well. Credit cards are designed to make profit, but you can beat the intent by paying on time. Everybody always looks to blame someone,but people must take responsibility. Im an employee of VS and a customer for life and it honestly is an amazing company. It is a little over priced, but it's very good quality merchandise you wont find anywhere else.

My daughter goes to Baylor, and says Unhappy Shopper is on point. She worked their last Christmas season as seasonal help. She said Susan Lowe was rude to employees and customers a like if they don't fall into a certain profile. My daughter is a hard worker and I know she would not even mention it if it wasn't true.

Anonymous 8/8/11 I couldn't agree with you more. My experience is they won't take no for an answer when you politely decline.

I always see how people complain about the service they receive at Victoria's Secret but continue to call in and ask for free stuff! Yes I have worked there for years and am tired of hearing how we have such horrible service and we go out of our way to help ungrateful people who are just plain greedy and mean! We are always getting yelled at and told gimmie gimmie gimmie! I don't know any other company who gives out free gifts, gift cards or allows you to use three offers together! We take peoples words that they didn't get their package even though it says it was signed for... we spend hours on the phone trying to find the perfect item and colors for someone we've never seen! Try having my job for two hours and you wont be so quick to judge!

I am an associate at Victoria's Secret and am extremely disappointed to see all of these negative reviews. At our store, we work hard to positively correlate customer satisfaction with team sales goals. I noticed that many of the issues people were having were through online or catalog; these are separate companies than our physical stores so I cannot speak for their mistakes. However, I can say that at our store if a customer had a complaint or question, we would do our best to assist the issue or answer the question. At stores other than Victoria's Secret, associates also paraphrase return policies, making them sound more lenient than they truly are. You can find a return policy statement on the back of any reciept! It's very straight forward and not all that strict. Sometimes people are annoyed but they have to realize this is not Nordstrom! If you have an issue with a particular employee, report it to a manager. If it is a manager, ask to speak to the STORE manager because VS has like 4 different managers but only 1 is head honcho. Please don't write off VS it's a great company to both work and shop for! Also if you don't want to be pressured about the card just say you know about the program and are not interested and we will leave you alone. Happy shopping! Hope your future experiences are better- xo

I work for the wfnnb aka the bank that owns the credit card. If having trouble getting thru the automated system on our phone number when it asks for account number hit pound when it asks for the account number again hit pound again get you right to us. Please be aware we only do things dealing with the credit card anything to do with orders returns anything like that you would need to speak to catalog. if your not recieving your statements just give us a call, we are able to send a statment thru the mail and it will recieve within 7-10 business days.