Victoria's Secret Direct, Inc.

Hello ***, Thank you for taking the time to make us aware of the difficulties you experienced with your recent order and our Customer Care teamThe Revdex.com has forwarded your concerns so I may address the issues you have experienced After reading your
complaint, I was truly concerned by the phone conversation you had with CharmineThis is certainly not how we want our customers to be treatedI attempted to pull the call so I could partner with this associate’s supervisor to use as a coaching opportunityAfter all, my main focus is to ensure this experience does not happen to you againWe record all of our calls for quality assurance purposesI pulled all calls for your phone number between December 1, and December 16, I was only able to locate one phone call from youThis call was actually made to Bath & Body Works Direct regarding issues with an order you placed through them as wellYou stated that your free items arrived damaged along with the candles in your order arrived brokenIf you used a different phone number to call us about your Victoria’s Secret order #***, please respond with that numberI would welcome the opportunity to listen to that call so we can improve the service we offer going forwardI was also troubled to learn that your free PINK tote arrived with the lotions opened and all leggings you purchased arrived in the incorrect sizeOur lotions caps are sealed with shrink wrap and shipped inside heavy duty storage bags per Hazmat shipping guidelinesI have shared this feedback with our Distribution Center Leaders so they can determine where the error occurred and fix any issuesI do see that you have returned all of the items you purchased on this order for a refundSince all items have been returned, your order no longer qualifies for any free offersTherefore, I would be unable to send you another PINK toteExchanges to maintain your special offer qualifications do not have to be for the exact same items, just qualifying itemsI understand you were looking forward to receiving the $Reward Card with your orderHowever, your order did not qualify as the items you purchased qualified you for the free PINK toteItems may not be used towards more than one free offer on an orderI regret that I would be unable to send you the reward cardI am so, very sorry for any disappointment this has caused***, I look forward to your response so I may listen to the call that has caused you such frustration My goal now is to assure your future contacts with Victoria’s Secret Digital/Stores, Bath & Body Works Direct/Stores and Henri Bendel Direct/Stores is the world-class experience our customers expect and deserve

I received the Victoria Secret gift card todayThank you for your helpHonestly, they have been the most impossible, uncooperative, company I have ever encounteredI truly appreciate your efforts in helping resolve this complaint.Sincerely,*** ***

The response does not address the issue at handThe issue is using multiple coupons on separate ordersIt is not about an attempt to use the same one time use coupon on multiple ordersI attempted to place different orders each with different unique coupons and PIN numbersThe business response does not address this at allThey only tell me that a single coupon cannot be used more than onceThis was never disputed and is not the issue

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

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI am keeping a copy of this emailI expect to not be receiving these catalogues in daysIf I do, I will be making another complaint and will not accept ANY response from Victoria Secret

I was not given credit for the correct itemsspecifically, I returned item*** purchase price $48.44- instead you gave me credit for *** ***. Once this mistake is corrected, the refund total will be more accurateTo recap, this is what I returned:Item *** refund price $39.44 Item *** refund price $39.44 Item *** refund price $51.48Item *** AMOUNT $***DID NOT RECEIVE CREDIT FOR THIS ITEM***Item *** refund price $16.73 Item *** refund price $

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

the company does not need any further information that they are claiming they need and the packages were NOT delivered to my home, how can you confirm that they were delivered if no one signed for them? The company is lying

Hello ***
Thank you for taking the time to make us aware of your experienceYour letter
was forwarded to us by the Revdex.com so we may address your
concerns
I am sorry to learn that you have not received the Gift Card we
have been trying to send to youAll
indications on our side indicate that you
should have received the eGift Cards we sent to your email address, ***
We have mailed the physical Gift Card you requested as a
replacement for the eGift Cards you did not receiveDue to the processes required
for the physical Gift Card, we do require up to business days for it to
arriveWe are unable to take any action prior to thatWe must allow adequate
time for it to arrive to youIt has been mailed and should arrive to you on or
before April 7,
You requested that we resend the Gift Card via UPSWhile I
understand your desire for this, it is not an option that we have available
The only ways that Gift Cards can be sent are via email and USPSAs we have
already tried the email route and it was unsuccessful, for you, our only other
option is to allow the time for the physical Gift Card, which is already in
transit, to arrive
Barbara, if you have any additional questions or concerns, please contact me
directly by phone at ###-###-#### or you may email me at ***
Respectfully yours,
Corrinne
T***

Victoria Secret sent an email regarding a refund of $I have not received my refundEach time I contact customer service, I get a different answer regarding the refundPlease see below. Hello ***,I understand your concern about credit for the PINK Half Zip Hoodie you returnedI do apologize credit hasn't been issued for this item.I have processed an additional credit of $for this itemPlease allow to business days for the credit to post to your account and up to billing cycles for this credit to appear on your monthly statementsThe reference number for this credit is #***.***, I thank you for your patience as we assist you with this creditI thank you too, for being a valued Angel Credit Card holder!Order #***Have a great day,Joanne T.Victoriassecret.com Customer ServiceConsumer’s Desired Resolution:The reference number for this credit is #***.Original Order #***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Thank You very much for addressing this problemI appreciate itHappy New Year,

Dear ***,
Your Revdex.com complaint number *** has been forwarded to me for review. I understand your concern regarding receiving promotional emails after requesting that your email address be deleted. It is my pleasure to assist with your
inquiry
I have checked our database for the email provided in your complaint, 88888888888 Unfortunately, I was not able to find an entry matching this address. I am wondering if there may be a typographical error, or if you are receiving the communications to a different email address
I truly apologize for any inconvenience that this has caused. Please reply via the Revdex.com, or by sending an email to us at ***
I want to do everything I can to get this matter resolved for you
Sincerely,
Gloria H
*** *** *** ***

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

Dear *** We received your Revdex.com complaint # *** regarding your recent experience at the *** *** Victoria’s Secret Store. I am very sorry for the disappointment this has caused. I appreciate the time you spent speaking with me today and would like to
document our conversationWhen customers choose to shop with Victoria's Secret, we want them to have a wonderful experience, each and every timeI truly apologize that this was not the case with your recent visitI have personally shared your comments with the store leadership team; I assure you that they will address this with the associateI really appreciate you bringing your experience to our attentionTo invite you to shop with us again, I am sending you a $eGift cardYou should receive this eGift card in your email within to business daysIt can be used on your next online, catalogue, or U.Sstore purchaseAlescha, thank you for your continued interest in Victoria’s SecretIf there is anything else in which we can further assist, please email us at ***or call us any time at ###-###-####. Sincerely, Lee B

Thank you for your reply to my responseI truly regret any confusion this has caused you Eve has not previously spoken with youTherefore, she has not been able to obtain the necessary information in order to further research your account and resolve your concerns with your ordersPlease contact Eve in our Special Handling department at ###-###-#### at your earliest convenienceIf she is not immediately available, please leave her a voicemail with your name, cr, phone number and the best time to reach youShe will call you back as soon as possible Since you were a recent employee of one of our Victoria’s Secret Store locations, any issues with your orders must be handled through Eve and our Leadership TeamI regret we are unable to resolve your concerns through the online Revdex.com process *** 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 did speak to LeeShe was apologetic about the back order and cancellation and applied the promotional pricing to another itemShe promised the order would be here on the 16th, using expedited shippingWe made arrangements for a second attempt at celebrating my daughter's birthdayOnce again, Victoria's Secret disappointed by not having the item here on the 16thInstead, it showed up late the day afterNow, I have to mail an item to my daughter, it's not the item we originally wanted, and now it is late for the second timeUnreal

I did receive a gift certificate but only because this time I made a formal complaint with the Revdex.comI HAVE HAD THIS ISSUE BEFORE, but was never taken seriously until I field a complaintThe value of the gift certificate is still less then the value of the tote and towelSo what I'm asking is for the same amount or another item form Victoria's Secret that will equal the value of the tote and towel ($44.00).
Regards,
*** ***

The company, had already told me over the phone that they had removed my personal identifying information from their systems However the response indicates that not only was that a lie, but they have no intention of doing so Additionally today I received SPAM mail from the company with the subject: Congrats! You're now on our list to receive the latest updates on all things Victoria's Secret.To be very clear I demand that all personal identifying information be wiped from the companies system I will not allow a cyberstalker to get away with this This includes but is not limited to:NameEmail AddressPhone NumberMy mother's phone numberAddressCredit Card Numbers
Regards,
*** ***

Dear ***
Your RevDex.com case number *** has been forwarded to me for reviewI am
happy to assist with your inquiry
I understand your
concern about not receiving a sale price adjustment for the pajamas that you
purchased on November and November
I assure you that I have shared your
feedback about the verbiage for sale price adjustments that is found on our
website. At L Brands we believe that
feedback is a gift and we appreciate you taking the time to provide your
comments
As requested,
credit of $has been issued to your Angel accountYou will see credits
posted in the amounts of $36.38, $18.23, and $in approximately 3-
business days
***, thank you
for your continued interest in Victoria’s SecretIf there is anything else in
which we can further assist, please email us at ***or call us any time at ###-###-####
Sincerely,
Gloria
H
*** *** *** ***

Your RevDex.com case number *** has been forwarded to me for review. I understand your concern regarding receiving
Victoria’s Secret catalogs at your address
You asked us to
remove your name from our mailing list. I
apologize that you are still
receiving the catalogs after your previous request. It is my pleasure to assist you
I have personally forwarded your name and address to our Corporate Circulation
Department for deletion from all mailing lists.
It may take up to days for you to stop receiving our catalogs as they
are preprinted. We appreciate your
patience as this change is being implemented
Thank you, ***, for bringing this to our attention. 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 ###-###-#### or email us at [email protected]
Sincerely,
*** **
Senior Customer
Care Specialist
Victoria’s Secret
Customer Relations