• Victoria's Secret

Victoria's Secret

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Overview

Victoria's Secret has a rating of 2.35 stars from 963 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Victoria's Secret most frequently mention customer service, credit card, and full price problems. Victoria's Secret ranks 140th among Lingerie sites.

  • Service
    151
  • Value
    143
  • Shipping
    124
  • Returns
    106
  • Quality
    131
Positive reviews (last 12 months): 11.3%
Positive
6
Neutral
1
Negative
46
47
See all photos

What reviewers want you to know

Positive highlights

  • I've been shopping here for decades And they've always had great customer service.

Critical highlights

  • Fix your damn system or don't even have the credit card system at all!
  • I will now sell my gift cards and not shop at this useless store who only caters to the US.
How would you rate Victoria's Secret?
Top Positive Review

“Victoria's Secret Frostmelt Fragrance, have exceeded my expectations in terms of both scent”

Salve M.
1/18/24

The Frostmelt Fragrance Mist and Lotion offer a delightful blend of fresh mint and chocolate, creating a unique and invigorating aroma. Not only does the scent smell fantastic, but it also lasts for an impressively long time, providing a refreshing and long-lasting experience. In addition, the Moisture Balm hydrating lip balm has become an essential part of my daily routine, particularly during the winter months. Its hydrating formula effectively moisturizes and protects my lips, keeping them soft and smooth even in harsh, dry conditions. Overall, I've been thoroughly pleased with these Victoria's Secret products. They have consistently delivered on their promises and have become go-to items in my beauty collection. I highly recommend them to anyone looking for high-quality fragrance and lip care products.

Top Critical Review

“Worst delivery method”

Michelle C.
1/13/24

I've decided to stop buying from Victoria's Secret online. This is the second time this has happened to me: I make a purchase, and then my package can't be delivered because they claim my address is incorrect, even though it's been verified by customer service. As a result, they're sending me a new package, but some items from my original order are not available anymore.

Reviews (963)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (135) credit card (36) gift card (15)
Thumbnail of user michellec2393
2 reviews
0 helpful votes
January 13th, 2024

I've decided to stop buying from Victoria's Secret online. This is the second time this has happened to me: I make a purchase, and then my package can't be delivered because they claim my address is incorrect, even though it's been verified by customer service. As a result, they're sending me a new package, but some items from my original order are not available anymore.

Tip for consumers:
I've decided to stop buying from Victoria's Secret online. This is the second time this has happened to me: I make a purchase, and then my package can't be delivered because they claim my address is incorrect, even though it's been verified by customer service. As a result, they're sending me a new package, but some items from my original order are not available anymore.

Service
Value
Shipping
Returns
Quality
Thumbnail of user rachaelh223
1 review
0 helpful votes
January 14th, 2024

When it comes to ordering online and shipping is the worst. I have many a times had to replace items over and over again and several times my items never reached my home. Because of these issues they will block your account and you will no longer be able to purchase when it's technically online continuous fault. I can say they lost a great faithful customer that patronize every time there was new merchandise online or in their stores

Thumbnail of user salvem2
1 review
0 helpful votes
January 18th, 2024

The Frostmelt Fragrance Mist and Lotion offer a delightful blend of fresh mint and chocolate, creating a unique and invigorating aroma. Not only does the scent smell fantastic, but it also lasts for an impressively long time, providing a refreshing and long-lasting experience.

In addition, the Moisture Balm hydrating lip balm has become an essential part of my daily routine, particularly during the winter months. Its hydrating formula effectively moisturizes and protects my lips, keeping them soft and smooth even in harsh, dry conditions.

Overall, I've been thoroughly pleased with these Victoria's Secret products. They have consistently delivered on their promises and have become go-to items in my beauty collection. I highly recommend them to anyone looking for high-quality fragrance and lip care products.

Tip for consumers:
I have been a VS costumer since year 2000. At first I started using their lingerie coz it really fit on me and look sexy. Then I started using their lotions, I was amazed. The scents it was not that strong for my nose that has an allergy for any strong fragrance. And the scents lasted more than 24 hrs.

Products used:
Pajamas, lingerie, bags, fragrances and cosmetics.

Thumbnail of user ov14
1 review
0 helpful votes
February 11th, 2024

VS outsourced its CS to the Philippines. The lines are broken, the Reps cannot do anything, and within 7 calls I have been disconnected 7 times. The Reps in Manila are not trained in CS matters, and they have no solution to anything. Also, VS changed its delivery from USPS to some unknown shippers who lack responsibility and do not deliver to the address used for 2 decades. Those drivers return packages, which results items being no longer available. Such a nice company in the past, this is such a shame.

Tip for consumers:
This review is about service, not products. Shipping companies and outsources CS - those are awful

Service
Shipping
Thumbnail of user nomi1
1 review
0 helpful votes
January 26th, 2024

Horrible company boycott at all cost. Not only did Victoria Secrets remove Israel from their list and stop shipping to Israel, in their blacklist between North Korea, Syria and Iran, they increased and changed the name of Israel to Palestine - the occupied territories so that we understand exactly what they think of us.

Service
Value
Shipping
Returns
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Thumbnail of user chriso987
1 review
0 helpful votes
February 22nd, 2024

I rarely follow through with the order as the web site is a mess and very frustrating, fortunately I have a store nearby but shutter to think of the ten's of millions that VS loses from guys simply giving up on the site. A sad shame, it's supposed to be fun. It really isn't.

Service
Value
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Quality
Thumbnail of user verlandeb
1 review
0 helpful votes
February 16th, 2024

My Valentine's Day order came damaged because apparently massage oil cap was unscrewed and therefore ruined most of the underwear I ordered. Customer service asked me for the SKU number of the damaged items. It was a long list and asked me to choose a store to take my return. I reminded him of the reason I shop online was because I don't have time to go in store and request that the delivery person could perhaps come pick them up. He the proceeds to issue a replacement for the only 3 items that I had typed the SKU numbers for while the entire package is sitting on my table. I have never seen sickly greedy people happy to take the money and can't deliver un damaged goods. Never will I ever spend another penny in that business. As much as I love products, I am fearless to say goodbye.

Products used:
Cosmetics

Service
Value
Shipping
Returns
Quality
Thumbnail of user ethanl63
16 reviews
5 helpful votes
May 4th, 2020

My mom usually forces me to either go into Victoria"s Secret or there site to get her something. I honestly don't mind shopping for my mom. The bad thing is the glitches but the shop and site is really good and I recommend that store or site to whoever might be ordering something.

Thumbnail of user skylah8
1 review
0 helpful votes
December 21st, 2023

My package arrived incomplete with 2 items less than the order. Customer service basically accused me of trying to defraud them by saying "the expected weight of the items you ordered and the packaging at the time it left our facility". It was a bra and a thong which would have weighted 0.01kg or less, could have easily varied on different scales. Customer service then tried to blame the courier company when I repeatedly told them the package arrived undamaged. An absolute shocker of a system, not to mention this is unlawful under the Australian Consumer Law by refusing to provide the goods that was paid for.

Service
Value
Shipping
Returns
Quality
Thumbnail of user margaretd1613
1 review
0 helpful votes
February 29th, 2024

Horrible online experience! Why ask for my size & type of bra if everything you click on changes the size! I found a few my size but of course they all are a different size! I don't recommend shopping online at all!

Thumbnail of user tabueg
1 review
0 helpful votes
February 24th, 2024

I went to Victoria secret today it was my first time there and the employees wore so mean and did not treat me good I asked for a bra size and they gave me 2 sizes smaller and said I think this would fit you better and kept coming up to me and making me try on stuff that wasn't my size

Thumbnail of user bmcn54
1 review
0 helpful votes
January 17th, 2024

I visited the Victoria Secret in Fox Hills Mall today. I was sad to witness how it has changed recently. I feel it is related to poor management. It used to be a thriving location, but now it seems unmanaged and unorganized. The help on the floor was no where to be seen until another customer requested help, I rang for help the dsg room 3-times, and no one came to let me in. I witnessed a shopper allowing her two yr old to play with the underwear in the drawers while she ate yogurt, and the mother encouraged the kid. None of the workers addressed this. There was 4 workers that I counted, and it was only about four customers total just browsing including myself. The items were all mixed together instead of being in the proper bin/section for size. It was bad.

Thumbnail of user jitalian9
1 review
0 helpful votes
February 13th, 2024
• Updated review

To all customers if you shop at victoria secret or pink you may notice there merchandise in clothing is not well made at all. Very cheap fabric and don't last long at all. Spent alot of money at Christmas time and the merchandise is totally absolutely horrible. After Christmas they have a big sale and toss those clothes in bins like there trash which they are so why charge people full price before Christmas when its total garbage. This store was suppose to close totally a while ago and don't know how they survive and stay open when there merchandise is not good quality at all. Then when you call customer relations they always want to give you a store credit which is no good to me when you still want me to keep buying your merchandise big deal. I am thinking of closing my account and not shop there ever again.

Products used:
Full hoodies, Joggers not good merchandise very very bad quality.

Service
Value
Shipping
Returns
Quality
Sweatpants and hoodies
January 10th, 2024
• Previous review

This holiday season they had sweatpants and hoodies which I love. After wearing one time shedding everywhere. CHEAP $#*! YOU PEOPLE SELL!

Thumbnail of user paulb5082
1 review
0 helpful votes
December 22nd, 2023

VS once made being naughty nice. Order promised for Xmas 9 days prior was messed up so many times it won't get here. I learned it would be late so they had me pay 2nd time and promised overnight. Nope I called 5 days before Xmas. Hung up on and disconnected 5x. In my bag they changed size from XS to XL with no notice. No class and no customer service. Never again!

Tip for consumers:
A reputable company would have stepped in at any of these steps to at least attempt to make things right but they are so disfunctional that they can't even deliver on the most basic of needs.

Products used:
none, they couldn't make any of their shipping dates and I learned that they had changed the sizes without telling me. We will never shop here again after decades of being a good customer they don't care. Their offshore customer service is anything but service.

Service
Value
Shipping
Thumbnail of user nadeanp1
1 review
0 helpful votes
January 5th, 2024

I online ordered merchandise through my Paypal account and specifically used 1 bank account. Lo and behold 8 days later my Paypal account has fraudulent charges that could only have come from within Victoria's Secret. How do I know... I never use that bank account for Paypal purchases, and only used it on Victroria's Secret.

BEWARE

Thumbnail of user jenniferc4160
1 review
0 helpful votes
February 1st, 2024

I have waited on my order to show up since January 18th. Ups said to contact Victoria secret on the matter. I would like a refund fir the products I did not receive. I am very unsatisfied an disappointed!

Products used:
I didn't receive my package at all

Thumbnail of user dorened8
1 review
0 helpful votes
November 30th, 2023

I attempted to make a purchase and my card was declined. I didn't realize it had expired in Oct because I never received a new card. I called the 800 number and was informed that VS decided not to renew my credit account, even though I only owe them $100 and I pay my bill on time every month. You greedy, arrogant corporate $#*!s just lost a customer. Actually, they're doing me a favor because now I won't be purchasing their highly overpriced, made in China, $#*! products. What a slap in the face, not to mention the humiliation they caused me. Avoid the Victoria's Secret credit card at all costs. Their interest rates are high and their customer service is the worst. Goodbye VS, I will NOT miss you one bit. Neither will my friends and family.

Tip for consumers:
I'll never do business with this company where again.

Products used:
Nothing, couldn't make a purchase because you canceled my card without notifying me

Service
Value
Thumbnail of user jessicalynnb1
2 reviews
2 helpful votes
December 19th, 2023

I received 1 of my 3 packages they said that the other 2 we returned. When they tried putting the order through most of my order was replaced with different color or not at all. They give you the run around they tell you it will be delivered one day and it doesn't show up.

Tip for consumers:
This isn't the first time Victoria Secret has done this

Products used:
Never received my items to rate them

Service
Value
Shipping
Returns
Quality
Thumbnail of user sunnyc65
1 review
0 helpful votes
May 1st, 2023

I ordered a hot pink colored bra. I double checked it, I ordered the pink! & yet i was send bright green totally different color order number even. Dont know how they could get it confused. But!… its really cute, since its a summer time sports bra. I decided to keep it. ;).

Thumbnail of user michellef1522
2 reviews
1 helpful vote
December 14th, 2023

I feel like I have been totally scammed by this company. My recent order was missing a bra, and instead had an extra pair of underwear I did not order. The tag that was on the bag with the underwear indicates a bra size, and the bag it is in is far too small to have had a bra in it. Sent photos of all the unopened packages and have been told to print labels and go through the entire return policy, send them the underwear (to what, resell?!) before they will credit the bra I did not receive. Without easy access to a printer and the shipping lines during the holidays it is not even worth my time to get my money back. I suppose that's what they are counting on people to do, don't send them what they paid for and make it such a hassle they walk away. I also now have underwear I did purchase that were a set with the bra they didn't send and now don't have in stock, more wasted money. If I could give zero stars I would.

Thumbnail of user ashchapman576
1 review
0 helpful votes
November 26th, 2023

As much as I hate negative reviews, I just can't help myself. I've had a favorite body spray for YEARS! It's the Pink Fresh and Clean. I have not been in the store for about a year and when I went back 2 weeks ago. I could not believe it's a quality couple they are selling these days.
I understand prices raised 4 every morning after the pandemic. The way they have cut costs and that cheap.
Dollar store like Franklin said, I saw there and how they have changed his ridiculous and outright robbery... If you go in the story, you cannot get the same quality of items but if you go to amazon, if you're lucky they might still have some period if you have any favorites, I would stop up because quality is going downhill for victoria's secret..

Products used:
None

Service
Value
Shipping
Quality
Thumbnail of user joyl359
1 review
0 helpful votes
December 21st, 2023

Over work you, and under pay you, actually I still haven't gotten my first check, and I've now been waiting 22 days. There's no way any employee should have to wait that long to get paid. They should be ashamed of this billion dollar company and I can't even get paid

Thumbnail of user daniellewilliams082
1 review
2 helpful votes
December 18th, 2023

Not only has the quality of materials been horrible the past few years but the customer service has done it for me. Several missing items in my order. I called 8 times. Not a single associate would allow me to talk to a supervisor. Refused to remedy the situation. Refused to tell me the supervisors name. I was put on hold for over an hour most of the times I called. Still wouldn't allowed me to talk to a supervisor. Wouldn't tell me the name or location of the contractor i was speaking with. Lied to me for over a week about shipping me the missing items. This was my last straw and the last straw for my friends and family that also order from Victoria's Secret. I have never in my life had such horrible customer service and refused to send me missing items i paid for. It's obvious that the customer service has been outsourced to an incompetent business. In my decades of dealing w this company, I have never encountered this. Imagine being told that you can't talk to a supervisor, can't know their name, can't tell you the location or name of the business and that you will not get the orders you paid for. I am disgusted and disappointed. Don't order from here anymore. Head my advice.

Service
Value
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Thumbnail of user juanmeyee
1 review
0 helpful votes
December 21st, 2023

Hannah was very helpful with finding the most comfortable sets of bras. It was my first set of bras from Victoria Secrets so it was nice having someone thoughtful help.

Products used:
Bras

Service
Value
Quality
Thumbnail of user izzywilliams495
1 review
0 helpful votes
December 25th, 2023

I was online trying to get in the 7/$35 for Christmas before midnight and I did, I was checking out my cart and I had a gift card that payed for it all and suddenly after it worked and was going through, at 11:40pm, my price changed from $35-$84 and it took all the money in my gift card. I was Abt to check out and so excited and then it flashed and I couldn't get it anymore. I'm livid.

There site is slow and glitchy and so irritating and poorly programmed. I feel like I've been wronged and I can promise I'm never shopping there again.

Service
Value
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2.4
963 reviews
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