Search for a Company by Name

Victoria's Secret

Customer Service Ratings and Comments

Victoria's Secret is ranked #57 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 59.22 out of a possible 200. This score rates Victoria's Secret customer service and customer support as Disappointing.

NEGATIVE Comments

14 Negative Comments out of 18 Total Comments is 77.78%.

POSITIVE Comments

4 Positive Comments out of 18 Total Comments is 22.22%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • Victoria Secret Credit Card Customer Service is not acceptable!! Last month I recieved my bill 1 day before it's due date & immediatley called in to Pay the bill. I was then told it would be an additional $10 charge. I didn't want to pay the extra $10 So I went into a store to pay my bill. They too, were unable to complete my payment, for unknown reasons. My efforts to pay my bill the same day I got my bill was unsuccesful because of that the next day I got a $21 late charge. I called VS Card costumer service to explain my situation, They didn't want refund the late charge. They said it was my responsiblity to pay on time,... but failed to see that I went to extra lengths even driving to a store 20 min away to pay my bill. This is the 2nd time this has happened to me, Getting my bill 1 day before due date. The manager was very rude and didn't seem to care. DON'T get a VS Angel Card!!!

    Anonymous 3/4/10 9:59AM

  • A big joke with only the people at the top making money.
    1. High turn over ( employees get thier hours based on credits opened, not sales of product (??) And to give an example- ask any employee how many hours they get for opening 1 credit card-They will not know-I promise u.

    2. If you have a problem with anyone in the company(associate,manager, district manager, or even higher) You have only 2 options, 1 contact the ethics hotline which is a third party that records your statement and passes it to H.R., Which then passes it down the chain of command(You can not contact H.R. directly, just voicemail that they do not return). The second option is to report to the next person up the chain of command that you have a problem with (This does not get recorded)
    3. Horrible Loss Prevention. The associates that were hired to sell merchandise, and are given hours based on the amount of credits, are the loss prevention. No one is constantly looking at the camera like real security. Thats it. And yes, there is no difference in pay when 1 store has high theft, and another does not.

    This is factual and there is very little logic to these practices.

    Debra 3/3/10 2:04PM

  • They have the WORST CUSTOMER SERVICE ever! DO NOT GET A CREDIT CARD THERE!!!! I did and regret it! Years ago, I ordered something that was the wrong size and sent it back. They said that they never received it, changed me for the item, and never sent me back the correct size. Thus, I cancelled my credit card and stopped shopping there for a few years. Recently, I decided to give them a second chance. I reopened my account and made a small purchase. I asked them to send me a new card. They never did. I tried to call them to make a payment over the phone but after much time on hold, I finally spoke to a representative and was told that I could not make a phone payment because I did not know my account number. I tried to make a payment on-line through my bank but since my bank did not have the account number, Victoria's Secret did not credit my account right away. They claimed not to have received that payment, so I paid for my purchase a second time plus a processing fee after finally receiving a statement with my account number on it (finance changes had already accrued). I closed out my account, and since they claimed to have no record of my original payment, I cancelled that duplicate bank payment. At this point, I had closed out the account, I had a zero balance on that account, I had already paid more than my original purchase, and was unhappy but I thought it was all over. A recorded phone message from Victoria’s Secret continued to call me repeatedly and charge me a “returned payment” fee for canceling the duplicate payment (plus finance charges that they were assessing monthly on that fee for the canceled duplicate payment). I finally just paid the additional fee just to make them go away but still do not feel that I owe it! PLEASE LEARN FROM MY EXPERIENCE AND NEVER SHOP THERE!

    Rebecca 2/23/10 5:28PM

  • I had an online purchase 3 months ago. Since November 2009 they are trying to send my merchandise and still is pending. On my numerous e-mails they are continuously replying that my order has shipped via Brokers World Wide, which is a brokerage company that ships with many different carriers depending upon destination, size, value, and time frame for delivery. BWW forwards the package to your local post office once it arrives to your area. Your local mail carrier will then deliver your package. Please note that BWW does not provide them with a tracking number for your package.
    After all these months they came back to me by telling me if I would like a refund or a replacement for the package. I asked refund and the shipping cost was not included in the credit!!!How do they dare to charge me the shipping cost???can I protect myself?

    agapi 2/18/10 10:39AM

  • My bra broke after 1 wear and since I did not have my receipt or tags they directed me to corporate. This is where it all began.... the only resolution they offered was a $45 card they would send me for another bra (the one I bought was $65 by the way). The lady told me they don't even make $65 bras. I said well then that is another problem, I must have been over charged. I am not going to take a credit to buy another crappy product. My other option was to pay to mail it to them and if they deemed it was broken they would credit my card and send me a gift card for the shipping I paid. I don't want a gift card for my $5 shipping... I want it credited to my card. When I asked to speak to somebody else the lady Sandra would not let me. Horrible experience.

    Emily 2/15/10 2:06PM

  • A summary of my customer service experience:
    1. Received a call from someone that barely spoke English - thought it was a scam.
    2. Called to discuss account and was hung up on.
    3. Called and asked for a supervisor and was hung up on.
    4. Called and asked for a supervisor and no one ever picked up the phone.
    5. Called again and ended up paying their $10 fee to just be done with the situation.

    Have had an account for several years and will likely be cancelling.

    emly859 1/30/10 11:03AM

  • My holiday shopping was limited with a seriously broken ankle & cast to the knee. We ventured out Christmas Eve morning as I was feeling a little better. We went to 8 stores in a basic mall with me in a tacky wheelchair & my husband stopped at Victoria's Secret. We bought 2 night shirts & 2 short gowns. The sales people at the crowded Hanover VS were very helpful though not extremely knowledgeable but we appreciated the help.

    Guessing sizes with limited selection so I asked about returns. "Just keep your receipt". So Christmas came & I tried everything on. The 2 night shirts just didn't fit. Smaller nightgown was great, the other too big.

    My husband was busy on the 26th, So my son took me to VS at an upscale mall (1st store didn't have color/size). What a mistake! We weren't going for long so I lumbered in on crutches. From the moment, I walked in the store, I felt invisible. This store was almost empty but the salespeople were busily chatting to each other & folding items looked orderly. We moved past two of them, I looked over for help but they were just too busy. By the next pair, I just stopped & stood there a couple feet away. I finally interrupted them asking for help finding item/size. She helped find the item I was trying to exchange & when I asked her again to help with finding a size she did under some duress. At one point, she was going to just walk away...

    So I thanked her despite the attitude & went over to the cash register. We stood there in the midst of 4 other customers & I guess because there was no one standing behind me, they took one person off the register versus keeping them on to get us through. So 5 minutes later, I'm tired & a young woman starts waiting on us. She couldn't grasp returning two items & exchanging the size on a third. I might as well have been buying the moon. All items fully tagged & full receipt but she would only give me a store credit BECAUSE I didn't have my husband's physical credit card. All I wanted was his account credited. "We can't possibly do that." Both her words & nonverbals communicated that I was the problem, not true. And when I asked if I was supposed to come back on my crutches because they wouldn't do a refund, she almost laughed in my face. So a manager stepped in, explaining that they didn't have the technology to credit me & yes, I would just have to come back "crutches & all". Both were condescending & lacking any customer service. Great job Victoria Secret Hingham Mass & corporate for bad return policies! Don't look for my business...

    KAT 12/27/09 12:26PM

  • I have been requesting an invoice by mail for 5 months now. Evidently someone dropped the ball in filing this request. I returned two items and assumed I had a zero balance. Recently World Financial Bank has been calling every day asking for a collection. I do not have credit card dept. I would have gladly paid my balance in full, however I should not be responsible for late fees if I have no record of a balance. My experience has been so horrible that I canceled my Angel card and plan on NEVER purchasing anything from Victoria's Secret again. I've had to speak to people in 3 different departments and no one knows anything about this ordeal. What do I have to do in order to receive a paper bill?...disconnect my phone?

    Anonymous 12/14/09 8:16PM

  • I went into the V.S. store to return 3 items, all tags on, never even been taken out of the bag. Was followed to check out, ignored, refused refund, asked for manager, she said "I AM the manager", looked like she must have been about 12 yrs old, asked for corp ph#, tossed it to me and said "they'll just tell you the same thing". Sheeesh!

    Anonymous 12/11/09 10:16AM

  • They could not inform me about any of the charges or procedures for international shipping. They were slow to respond to customer service queries about a returned package, and repeated very similar form responses which were entirely unhelpful.

    Geraint 11/13/09 7:21PM

  • the sales woman sized me completely wrong, and couldn't have been more wrong, in fact. it took a macy's sales woman who sized me correctly to realize how little knowledge the victoria's secret sales lady actually had about women and the product she was peddling. now that i know how incorrectly i was sized, i realize that it's a bit like trying to squeeze anna nicole smith into an A cup. they had me measured at a C when i am actually a DD!. thank you macy's lady for saving me from more discomfort and embarrassment and shame on you, victoria's secret.

    pippi 10/30/09 2:15PM

  • i had ordered a bra from online and the girl was rushing me off the phone. when i got of the phone and received confirmation email the bra size that was ordered was wrong so i called the customer service up before they took funds from my credit card and explained to them the order was wrong and was told sorry they can't change it reorder the correct item and just return wrong item back

    brneyes 10/2/09 11:10PM

  • I actually had a horrible in-store experience with a very snobby younger employee. Upon purchasing some items on the last day of the semi-sale, I inquired as to whether it was an additional 50% off as the sign posted above the rack said. The young woman ringing up my purchase said, they're already on sale, how much more off did YOU need? Implying that I was asking too much. I am not a confrontational person so I just shut my mouth and let her finish charging my purchase. However, inside I was reminding myself never to visit this Victoria's Secret ever again. Little to her knowledge, I am an extreme Victoria's Secret customer who was just looking for a good deal. As for now, I am debating on returning my deceptive purchase.

    swtchinchilla 1/22/09 12:42PM

  • I purchased my usual make-up plus a compact with new shades. After using the new colors twice I realized the product was not one for my skin type. It had an ingredient which stayed on the top of my skin and was very unattractive.
    I no longer had the box but had a receipt and returned to VS in good faith thinking they would stand behind their products. I only asked that the product be exchanged. Both the young girl behind the register and the manager, a hefty young lady, informed me that the VS policy was that "once a product was used it could not be returned." If the compact had been used to the point of being even obvious I might could understand (though I work customer service and know that customer service is the only difference in most businesses today) but that was not the case. Because of your policy I will not be shopping at VS again. You do not have make-up items that cannot be found elsewhere. The VS empire is large and I know from the attitude of the employees I dealt with they won't miss my support or the support of anyone else I might influence with my experience.

    Anonymous 11/17/08 4:50AM

  • Submit your comment >>
  • 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.

    Anonymous 11/22/09 6:46PM

  • my sunglasses were lost in delivery so i called customer service and Angie is shipping them to me overnight o i have them in time for vacatio! She was awesome-GREAT WORK VS!

    bridgetbell75 7/23/09 7:57AM

  • My customer service with VS has always been outstanding. Keep up the good work you guys!!!!

    Diva1 1/30/09 11:58AM

  • Wow, that was really painless, I hit the zero and another prompt and received excellent customer service!

    Anonymous 1/19/09 2:20PM

  • Submit your comment >>
  • 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.

    Anonymous 12/19/09 2:40PM



  Contact Information  
Customer Service
800-411-5116
Complete Victoria's Secret customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Victoria's Secret customer service phone numbers and contact information at ContactHelp.com
  Get Help Online  
Get immediate support for your Victoria's Secret questions from HelpOwl.com.

Receive immediate support for Victoria's Secret at HelpOwl.com
  Boycott Company  
View all boycotts of Victoria's Secret and join a boycott today!. You can also organize your own Victoria's Secret boycott with many tools for promoting and managing the boycott.

Boycott Victoria's Secret today at BoycottOwl.com
  Company News  
Victoria's Secret Goes Mobile Secretly
Other features of the mobile site include "click to call," which connects mobile users directly to a customer service rep, "should they need to actually speak with someone," writes Giselle Tsirulnik. But when she asked Victoria's Secret for a comment ...