Victoria's Secret Direct, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Thank you for taking the time to make us aware of the difficulties you experienced with your orderYour Revdex.com complaint has been forwarded to my attention so I may personally address your concerns I am truly sorry for the frustration this situation has caused youI see
that you spoke with a Supervisor on March 7, and March 8, and they processed everything as you requestedThe order for the replacement exchange items you requested was processed on March 7, and FedEx tracking information shows this package was delivered to you on March 8, at 11:amThis package included pairs of panties and a front-close braletteYou were not charged anything for this package and we covered all shipping and handling, including next day delivery, for you I see that we have also sent you separate egift cards for the difficulties you experiencedThe first egift card was for $and sent to you on February 22, 2017; the second egift card was for $and sent to you on March 8, Both gift cards were sent to the email address you providedIf you have not yet seen these in your inbox, please check your spam folder as these emails can sometimes be filtered by spam settingsIf you do not see them in your spam folder, please contact us directly at ###-###-#### so we may resend them I also see we have issued multiple credits for adjustments on the panties and to reimburse you for discontinued onesThe following credits were issued to your Visa account on the provided datesPlease allow to business days for processing and to billing cycles for you to see them on your statement 2/22/17 $3/8/17 $3/8/17 $ ***, it is my hope that you will grant us another opportunity to show you that providing a world-class customer experience is our primary goal Thank you for choosing Victoria’s SecretSincerely yours, Kelly L*** Senior Customer Care Specialist Victoria’s Secret Digital

Dear *** Thank you for contacting the Revdex.com regarding your complaint #*** I am happy to assist with your inquiry.We sent a $plastic gift card to the address above on March 22, 2016, via the United States Postal Service. I regret that you have not received this gift card, as it should have arrived no later than March 31.A new order, number ***, for another $gift card has been placed. It is being shipped Next Day Delivery via Federal Express, and should arrive on May 5, 2016. If the original gift card ending with the digits arrives at a later date, it will not have a value and cannot be redeemed.*** we appreciate your patience while we work toward a resolution to this issue. Please call us on May if the new gift card is not received, and reference case #*** You may reach our Customer Relations Department at ###-###-####. Please reference the case Thank you for your continued interest in Victoria’s Secret! Sincerely,Gloria H

Your RevDex.com case number *** has been forwarded to me for reviewI wanted
to confirm the voicemail that I left for you today
I sincerely
apologize for your experience when you visited our Easton store to return the
PINK fragrance mists without identification
Victoria's Secret uses the customer's ID as a part of our returns
management programElectronically capturing data is faster, more accurate, and
more secure than manual entry
Providing your ID allows us to quickly and efficiently process your return; we
are part of a growing number of ***ers who use this process to manage the
return/exchange process
Your privacy and security are of utmost importance to usNone of the information
is sold or sharedInformation from your ID is collected solely for the purpose
of return authorizationsYour data is kept in a highly secure environment that
meets or exceeds all local, state, and federal guidelines for data retention
A very limited amount of information is entered and encryptedEntering
customer information allows us to better manage returns and exchanges,
effectively manage costs, and then pass the savings on to our customersIt
also ensures that we consistently and fairly apply the same return policy to
all customers
Returns and exchanges are managed by a third-party company, The ***
***To obtain a free copy of your return history, or to learn more about
their services, you may contact The *** *** at 1-800-652-2331, or visit
their website at www.***.com
I hope this information addresses your concerns about our ID policyI want to
let you know that we appreciate your comments and take them seriouslyWe value
your opinion, and your voice has been heard
To see more about our return policy, please visit our searchable Online Help
page at https://customerservice.victoriassecret.com/app/answers/list/p/215,
As an invitation to continue
to shop with Victoria’s Secret, I am sending you a $Gift Card. It will arrive in - business days and
will have no expiration dateThe card can be used for store, online, or phone
purchases
***, thank you for your continued
interest in Victoria’s SecretIf there is anything else
in which we can further assist, please email us at [email protected]
or call us any time at 1-855-866-

I am rejecting this response because: I had an additional order that I had intended to purchase more items with but did not order them because the $reward did not apply

January 27, 2017
*** ***
*** *** *** **
*** ** *** Dear ***, We received your Revdex.com complaint #regarding our promotional emailsI truly apologize that you are receiving unwanted emailsI have personally removed your email address from our online mailing listPlease allow to business days for this change to take placeI truly appreciate your patience while we remove your email address ***, if there is anything else in which we can further assist, please email us at *** or call us any time at ###-###-####Sincerely, *** **
*** *** *** ***
*** *** *** ***
***

Dear ***
Your complaint to the Revdex.com has been forwarded to me for review. I am writing to confirm the details of the conversation that occurred on June 2, regarding your order number ***.
I attempted to call you on
###-###-#### . This number was provided in the complaint and on the above order. I received a message that the phone number could not be completed as dialed. I sent an email to you at *** requesting that you call me or provide an alternate phone number. When you returned my call, I indicated to you that due to extenuating circumstances surrounding your account, we are unable to issue credit or send replacement merchandise for this order
At the time of our conversation, there was not a manager available to speak with you, and you were not able to provide a phone number where you could be reached. I would be glad to ask a manager to call you about this order, if you are able to provide a return phone number.
Sincerely,
***
*** *** *** ***
Victoria’s Secret Customer Relations

thnk you so much then I will wait for the credit to post bakc to my credit cardt hank you Revdex.com for all your help!!

Hello ***, Thank you for your recent reply to our letterI am truly sorry you were not happy with our response With the additional information you provided, I was able to locate a copy of all conversations you have had with our Click to Chat team in DecemberPlease be assured that I have partnered with the appropriate Supervisor to ensure this is handled as a coaching opportunityThank you, so very much, for providing the additional information so I could locate this With regard to your special offers, you are correct, up to compatible offer codes may be redeemed on one order at this timeHowever, a gift with purchase promotion may not be redeemed on the same merchandise as another gift with purchase promotionIn the case of your order, you purchased items totaling $This qualified you for either the PINK tote or the $Reward card; as you only purchased $and not $to qualify for both together, your order only qualified for one free itemI regret I am unable to send you a reward card since you chose the free tote on the orderPlease refer to the provided offer details when redeeming special offers to ensure what qualifications need to be met for redemption, as well as any restrictions I previously provided the feedback regarding the product packaging to the Leadership Team in our Distribution CenterI assure you they will address any concerns they find with our packaging proceduresI truly appreciate all the feedback you have provided I understand the frustration you have felt with the difficulties you encountered with this orderI am sending you a complimentary $gift card to invite you to shop with us againThis gift card will arrive to you in to business days and does not expireYou may use this gift card in any Victoria’s Secret Store nationwide, online or by phone***, you are the eyes and ears of our business and it is your feedback that allows us to ensure that our company is your #shopping destination. Thank you, again, for this valuable information

Dear ***,
Your complaint to the Revdex.com has been forwarded to me for review. I understand your concern regarding not receiving the free gifts with purchase when making a purchase at the Victoria’s Secret Store in *** It is my pleasure to
assist you with your inquiry
I appreciate your effort to check on the availability of the tote and towel prior to making a purchase. All of our promotions for gifts with purchases are good while supplies last. These offers are always extremely popular with our customers and I apologize that the supply was depleted by the time you paid for your merchandise.
I see that you spoke to one of our Customer Relations representatives on May 29, and a $Electronic Gift Card was issued as an apology. I hope that you enjoyed shopping with the gift card
call us any time at ###-###-####
Sincerely,
*** **
***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meKelly L***, a Senior Customer Care Specialist, went well above and beyond to address this complaint immediately and did not hesitate to provide the best customer service that I have ever received This business will flourish if they can get everyone on Kelly's customer commitment level!
Regards, *** ***

Hello *** Your letter to the Revdex.com has been forwarded to my attention, so that I may address your concernsI am eager to personally assist you
I am sorry to learn that you did not receive the package we shipped to youI have reviewed your order history and see that
through your continued contacts to our Customer Care Team, a refund has now been issued for this order
The refund was issued in separate credits, rather than a lump sumI see that a refund in the amount of $4.18, which was for one panty, was issued to your MasterCard on September 16, We also issued a separate refund for the original shipping and handling charge; this was in the amount of $and was also issued to your MasterCard on September 16, Finally the refund for the remainder of your merchandise, $53.75, was processed to the same MasterCard, also on September 16, These credits ($4.18, $11.70, and $53.75) total the amount paid for your original order, $This refund matches the desired settlement you requested in your letter
You stated in your letter that you did not believe our Live Chat associate when she advised you that we needed to wait additional daysI understand your skepticism on this, however this information is correctIn many cases we have found that the carriers mark a package as delivered, when it truly is just going out for delivery and may or may not be delivered that dayI understand that this delay can be disappointing; however as a company we have made the decision to allow the additional days for delivery on all packages in this situation
*** if you have any additional questions or concerns, please contact me directly by email at *** or phone at ###-###-####
Respectfully yours,
Corrinne T***
*** *** *** ***

Revdex.com received voice message from consumer, indicating she has not received gift card as promised by business

Thank you for taking the time to contact us in regards to your most recent ordersYour Revdex.com complaint has been forwarded to my attention so I may personally address your concerns I am truly sorry for any frustration this has causedUpon further review of your account, I
see we have filed many claims in the past for packages you stated have not arrivedWe have already contacted the carriers regarding the orders in your complaint and have received confirmation that the orders were delivered to your addressAt this time, we need additional information from you before we can proceed further Please contact Eve in our Special Handling department at ###-###-#### at your earliest convenience ***, we look forward to speaking with you soonThank you for choosing Victoria’s SecretSincerely yours, Kelly L*** Senior Customer Care Specialist Victoria’s Secret Digital Customer #***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***

Hello ***,I wanted to recap our oncersation this morning and include a copy of the email I sent to you for the Revdex.com recordsYou stated your return amount was still not correct and you were due a difference of $I offered to issue you a refund to your Angel Card for $to reslove your concerns and close this caseYou accepted this resolution and I have processed your credit, which will post to your account in to business daysOnce this credit has posted you will have received a total of $for your return, which you confirmed you felt was the right amountVictoria's Secret considers this case to be fully resolved and the matter closedPlease understand that we will be unable to issue any further refunds for this orderBelow is copy of the email you requested I send to you after our conversation."Hello ***,Per our conversation this morning, I have issued an additional credit of $to your Angel Card accountPlease allow to business days for this credit to post to your account and to billing cycles for the credit to appear on your monthly statementThis credit of $will bring the total you have been refunded for this return to $At this time, Victoria’s Secret considers this matter to be closed and we will be unable to issue any further credits for this return***, be sure to tune into CBS on Monday, December at 10pm EST to watch the Victoria’s Secret Paris Fashion Show, you won’t want to miss it! We wish you an Eau So Perfect holiday season!Order #***" Thank you, again for taking the time to speak with me this mornging Happy Holidays! Kelly L***

Dear ***
Thank you for taking the time to speak with me today regarding your Revdex.com complaint # ***. I would like to summarize the content of our conversation
Here at Victoria’s Secret, we strive for excellence in everything we do. Customer opinions and suggestions are a great resource for us, regardless of whether the feedback is provided via phone, email, or through a consumer advocate organization such as the Revdex.com.
As I mentioned, it can be difficult to predict the response that we will receive to any promotion that we offer. Our free gifts with purchase are always offered while supplies last. I understand that you were frustrated when the gift was not available, causing you to refrain from making a purchase. It is our hope that you will enjoy shopping with the electronic gift card that was sent on May
I apologize for this situation, and hope that you will be able to take advantage of one of our future promotions. I would encourage you to redeem any offers as soon as you receive them.
Veronica, thank you for your continued interest in Victoria’s Secret. If there is anything else in which we can further assist, please email us at or call us any time at ###-###-####
Sincerely,
***

Your RevDex.com case number *** has been forwarded to me for review
Thank you so much
for taking the time to contact usYou asked us to remove your name from our
mailing listIt is my pleasure to assist you
I have personally sent your name and address to
our circulation department for
deletion from all mailing listsIt may take up to days for you to stop
receiving our catalogs and coupons as they are preprintedWe appreciate your
patience as this change is being implemented
***, if for any reason, you receive a catalog or coupon from us after
days addressed to any variation of your name or address, please contact us at
1-800-888-or email us at [email protected]
Sincerely,
Gloria
H
Senior Customer
Care Specialist
Victoria’s Secret
Customer Relations

December 5, 2017 *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # *** Hello ***, Thank you for taking the time to make us aware of your concerns regarding your recent orderI appreciate the time you spent speaking with me today and would like
to document our conversationI am very sorry the pajamas you wanted were no longer available online at the time you placed your orderThis offer was very popular and due to the large response, we have depleted our stock of pajamas in most colors and sizesI have issued a refund for $to your *** account to apply the promotional pricing to your purchase at the *** *** Victoria’s Secret StorePlease allow to days for the credit to post, and to billing cycles for the credit to appear on your monthly statements. To invite you to shop with us again, I am sending you a $Gift CardYou should receive this Gift Card within to business daysIt can be used on your next online, catalogue, or U.Sstore purchase. ***, if there is anything else in which we can further assist, please email us at*** or call us any time at ###-###-####Sincerely yours, Lee BSenior Customer Care SpecialistVictoria’s Secret
*** * ***
*** * ***
***

Dear *** ***
Your complaint to the Revdex.com has been forwarded to me for review. I am happy to respond to your inquiry
I completely understand your concern with the verification process that was completed when you purchased a $Electronic Gift
Card from our website. When customers shop with us, we want them to have a pleasant and effortless experience. I apologize that this was not the case with your recent purchase
Unfortunately, we have found that internet orders for electronic gift cards have an increased incidence of being unauthorized purchases. When a credit card is compromised, it is much easier to make an unauthorized purchase of an electronic gift card than it is to ship merchandise to a physical address
It is our practice to verify some purchases of gift cards in order to protect the consumer and to reduce losses This verification process results in the prevention of many unauthorized purchases, and is appreciated by many of our customers. I can assure you that our intent was positive, and not meant to be an inconvenience in any way
When our associate was not able to reach you on the phone number provided, we obtained a phone number assigned to the billing address from a directory assistance site. This was done in an effort to expedite the verification and transmission of the electronic gift card
While I am unable to completely remove your information from our database, I assure you that protecting customer privacy and security is something we take very seriously The information provided during a transaction is never sold We have solid systems in place to protect customer data, which we constantly enhance as new safeguards become available To review our privacy and security policy, please click on the following link
*** *** I hope that I have explained our process to your satisfaction. If there is anything else in which we can further assist, please be sure to contact us
Sincerely,
*** ** *** *** *** ***