Member since October 2018
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I made an order with this company and the backpack within came broken so I contacted live chat about help getting it replaced and women I spoke too was lovely she told me she would send a replacement out that day all i had to do was send the backpack back i gratefully accepted and the next day i sent the backpack off to return. A week later i received confirmation it had been refunded so decided to contact live chat to check on the bag that had been sent out. At this point, i was told a bag was never sent out! in fact, no action was ever taken so i was lied to by the previous live chat person. Jacob the new live chat agent then proceeded to offer me the option of ordering the bag (which is no longer available) then reconnecting with live chat to have them send out the bag and once it arrived at my house contacting live chat again to ask for a refund for shipping. This frankly was totally unacceptable as an (in his words) leftover option as it would have been a ridiculous amount of work on my part for them lying to me and they were asking to have faith in them after they had already screwed me over once! i then asked to complain and was told i couldn't complain because apparently the entirety of Victoria's secret doesn't have a complaints department but don't worry Jacob would pass on my feedback about him. If this is true this is the most ridiculous unreliable method of complaining I've ever heard. This experience has left me insulted, and angry and any previous good experiences with the company are now overridden by how bad this one was.
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