Victoria's Secret Stores, LLC

Hello [redacted] Your letter to the Revdex.com has been forwarded to my attention, so that I may address your concerns It is my pleasure to assist youI am very sorry that the free umbrella was not available at your local Victoria’s Secret storeI can certainly understand your disappointmentPlease keep in mind that gift with purchase promotions are valid while supplies lastOnce a free gift item has sold out we do not offer substitutions or rain checks We do not have any umbrellas to send to you, as they have all been distributedAs an apology for the disappointment I imagine this causes you, I would like to ship you 20% off coupon for your next visit to our stores as an invitation to shop with us againPlease allow to business days for it to arriveThe coupon is valid for 20% off a purchase in any Victoria’s Secret Store, excluding our outlet locations, up to USD/CAD/GBPThe offer is valid now through December 31, You may redeem one card per day; once the card has been scanned, it may not be used againThe coupon may be combined with Angel Rewards; it may not be used in conjunction with any other offersFor additional information, please review the terms of the offer on the back of the card Linda, if you have any additional questions or concerns, please contact me directly by phone at ###-###-#### or you may email me at [redacted] Respectfully yours, [redacted]

Your Better Business Bureau complaint number [redacted] has been forwarded to me for review Since we were not able to connect by phone, I am happy to respond to your comments in writing I completely understand your concern about not receiving the free shipping and handling offer that you expected on order number I apologize that the associate that responded to your original inquiry indicated that the issue was caused by an error on your part We want to serve each customer as courteously and responsibly as possible and I am truly sorry that this was not the case with your recent contact After reviewing your order, I noticed that the merchandise total was $rather than the $required to take advantage of the free shipping offer I am not able to explain the discrepancy between the processed order and the order total shown on your checkout page While I know that this was an inconvenience, I can assure you that we do not experience frequent errors in the calculation of order totals When ordering from any online site, it is always a good idea to check the order confirmation email immediately to insure that the order is processing as expected An electronic gift card for $was sent on January and a credit to your Angel card of $was entered on January to compensate for this issue I looked back at your order history under crs [redacted] and [redacted] and noticed that you received some type of special offer(s) on the majority of your orders Catherine, thank you for your continued interest in Victoria’s Secret If there are specific orders that you believe were not charged correctly, please email us at [email protected] or call us any time at 1-800-888- Sincerely, Gloria H Senior Customer Care Specialist Victoria’s Secret Customer Relations Customer # [redacted]

Hello ***, Thank you for taking the time to make us aware of your shopping experienceYour concerns have been forwarded to my attention so I may personally address them I attempted to call you todayHowever, your voicemail box was full and would not accept messagesI would welcome the opportunity to speak with youIf you could please contact me at ###-###-#### at your earliest convenience, I can gather some additional information from you and see if we have the bag in question available through our corporate officeWhen you call, please have your receipt information available and reference your case # [redacted] ***, I am truly sorry for the disappointment you experienced while shopping with usMy only focus now is to resolve your concerns and turn this into a positive experience for youI look forward to speaking with you Case # [redacted] Sincerely, Kelly L [redacted] Senior Customer Care Specialist L Brands Direct Fulfillment IncVictoria's Secret [redacted] ( ###-###-#### * [redacted] Tell us why here

[redacted] ** [redacted] Dear ***, We received your Revdex.com complaint # [redacted] regarding your recent experience at our Victoria’s Secret Store # [redacted] in [redacted] , NJ I understand your concern regarding the Angel Credit Card account that was opened without your knowledge I am glad to assist with your inquiry We want to serve each customer as courteously and responsibly as possible and I am truly sorry that this was not the case with your recent visit The sales associate’s explanation of the discounts and the need for your Social Security number should have been very concise so that you fully understood that she was entering a credit card application on your behalf I am truly sorry that you were not fully informed and thank you for bringing this to our attention I have personally shared your comments with the appropriate team for this store in an attempt to prevent a recurrence of this unfortunate situation 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 date The card can be used for store, online, or phone purchases ***, 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 [redacted] or call us any time at ###-###-#### Sincerely, Gloria HSenior Customer Care Specialist Victoria’s Secret Customer Relations Case # [redacted] [redacted] Tell us why here

Your Revdex.com complaint number [redacted] has been forwarded to me for review I apologize for the delay in responding to this case We are still reviewing the order in question and will respond as soon as this is complete Thank you for your patience Sincerely, Gloria H Senior Customer Care Specialist Victoria’s Secret Customer Relations

When I spoke with the lady on the 3rd I was at work she never told me the hours and when I could call backI told her my issue and what was going on she stated that she need the numbers on the braI didn't understand why those numbers where a big deal when the bra has issuesThe numbers are as followed [redacted] I have told them I could send pictures or whatever they are just concerned with the numbersIt's frustrating I believe I need a refund for the bra and something extra it's gross to know that I have been wearing a molded bra

Your Better Business Bureau case number [redacted] has been forwarded to me for review It is my pleasure to assist with your inquiry I’m sorry to hear that the multi-way bra that you received as a gift did not meet your expectations I understand your concern about receiving a refund for the return of the bra that was less than the current price of a similar bra Item numbers for our bras are generally printed on the back of the band These numbers are used for entering returned merchandise when a receipt is not available The style that you returned to us has been discontinued in all colors and sizes, and replaced with similar styles Like other retailers, we issue refunds for merchandise returned without a receipt at the most recent sale price The most recent price for the bra that you returned was a clearance price of $ I am sending you a $Gift Card so that you may purchase one of our current multi-way bra styles It will arrive in -business days and will have no expiration date The card can be used for store, online, or phone purchases Stefani, 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 [email protected] or call us any time at 1-855-866- Sincerely, Gloria H Senior Customer Care Specialist Victoria’s Secret Customer Relations

Dear ***, We received your Revdex.com complaint # [redacted] regarding the merchandise you would like to returnI appreciate the time you spent speaking with me today and would like to document our conversationI am so sorry you unable to return your merchandise [redacted] *** Victoria’s Secret StoreBased on the product details provided during our call, I have issued Gift Cards totaling $They will arrive separately within to business days and can be used on your next online, catalogue, or U.Sstore purchase***, thank you for your continued interest in Victoria’s SecretIf there is anything else in which we can further assist, please email us at [redacted] or call us any time at ###-###-####Sincerely, Lee BSenior Customer Care SpecialistVictoria’s Secret Customer Relations

I do not remember the conversationThe product that I am speaking of excluding the underwear was left at the [redacted] Mall locationIt was stated that I had spoke with you but I had surgery on Thursday, March 16, and also Friday, March 17thWhile I somewhat believe that after having a bilateral breast mastectomy, Victoria Secrets would be the ideal place for bras that would benefit meThe quality and the longevity of your product is below standard because of the price of your deteriorating bra and panties are not worth it at allI could upload pictures of the products that I did not return to your store for your viewing request Regards, [redacted]

Lashay GrantHidden Cove Ln Florissant, MO Dear [redacted] Thank you for taking the time to speak with me on October 5, regarding your Revdex.com complaint # [redacted] I would like to provide a recap of our conversation and the actions takenI truly apologize that you were disappointed by your visit to our [redacted] Victoria’s Secret Store on September 25, 2016, and am glad that you brought this situation to our attention so that we can provide feedback to the appropriate leadersWe want to serve each customer as courteously and responsibly as possible It is unfortunate that the Assistant Manager did not provide the assistance that you deserved in finding the shirt and shoes that you wished to purchase I understand that you were concerned because a mall security officer was in the store while you shopped I can assure you that mall security officers make routine visits to our stores, and can also visit to assist with a variety of business matters As I mentioned, I have sent a Victoria’s Secret gift card for $1to the above address and it will arrive in – business days The gift card has no expiration date and can be used for store, internet, or phone purchases [redacted] 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 [redacted] or call us any time at ###-###-####Sincerely, Gloria H

Dear [redacted] , We received your Revdex.com complaint #12076*** regarding our promotional offersI appreciate the time you spent speaking with me today and would like to document our conversationI am truly sorry for your disappointment with the PINK Friday duffle bag and the backpack promotionI regret the duffle bag does not come with a shoulder strapTo 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 purchaseMy records indicate that you contacted us on August 18, in regard to the backpack promotionI see that we offered to apply the promotion to an order during the call The promotion was applied to today's orderYour order total is $ Please allow to business days to receive your package I assure you that I have shared your feedback about our promotions with our Marketing teamWe appreciate your comments, and take them very seriouslyWe thank you for making us aware of your dissatisfaction [redacted] , 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 [email protected] or call us any time at 1-855-866-58**Sincerely, Lee BSenior Customer Care SpecialistVictoria’s Secret Customer Relations

October 15, Dear ***, Your Better Business Bureau case number [redacted] has been forwarded to me for reviewPlease accept my sincere apology for the inconvenience that you experienced when you tried to return two bras at a Victoria’s Secret Store Our goal is to serve each customer as courteously and responsibly as possibleI appreciate your feedback regarding the process and the demeanor of the store associateHearing about your disappointment is an incentive for us to continue looking at ways to improve the service we offerI assure you that I have personally shared your feedback with the appropriate team Victoria's Secret invites you to return or exchange any merchandise that does not meet your expectations Providing your ID when returning merchandise at a store allows us to quickly and efficiently process your return; we are part of a growing number of retailers who use this process to manage the return/exchange processWhen merchandise is returned without a receipt Victoria's Secret will exchange merchandise or issue a merchandise credit based on the lowest selling price for the returned merchandise Merchandise purchased online may also be returned or exchanged at a Victoria’s Secret StoreAn order number, return form or invoice is necessary to process online returns at one of our stores Your complaint did not indicate the address that you sent the merchandise toIf you returned the bras to our distribution center for online merchandise in Reynoldsburg, OH, the transaction should appear in our database once receivedUnfortunately, my search using your name, address, and email address did not locate a return or exchange for youWhen merchandise that is unique to Victoria’s Secret Stores is returned to the online distribution center, we are unable to process the transaction and the items are returned to the customer I would suggest that you periodically call our Customer Care Center to determine if the package has been received and processedProviding a tracking number from the carrier may also assist us in determining the whereabouts of the packageAdditionally, if you are able to provide a store location and transaction number from a store purchase on July 13, 2015, we may be able to locate the purchase information An order or cr if the bras were an online purchase would be helpful ***, if 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-

Complaint: [redacted] I am rejecting this response because: The bra you reference is $for the same color and style, so I think the credit should be for that amountThank you

We received your Revdex.com Complaint # [redacted] regarding your recent experience with order # [redacted] I can certainly understand your disappointment with receiving the incorrect Gift CardsOn behalf of Victoria's Secret, I would like to apologize for the disappointment we have causedWhen a customer puts their trust in us to fulfill their order request, we certainly want to enhance the occasion, not create an unpleasant situation I see a refund for $was issued to your Paypal account on December 20, Please allow to business days for processingThe confirmation number for this refund is [redacted] .To invite you to shop with us again, I am sending you a $Gift CardYou should receive the Gift Card within to business daysIt can be used on your next online, catalogue, or U.Sstore purchase.Debbie, 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 ###-###-####Order # [redacted] & [redacted] Sincerely,

November 20, [redacted] ** [redacted] Hello ***, Thank you for taking the time to make us aware of your concerns regarding your gift card purchaseYour Revdex.com complaint has been forwarded to my attention so I may personally address your concerns I see the gift card # [redacted] was redeem on September 5, in store # [redacted] located in [redacted] , CA at the [redacted] MallI regret we are unable to replace previously redeemed balances on gift cardsIf you or the intended recipient did not redeem this gift card, you will need to file a police report with your local law enforcement agencyWe will cooperate to the fullest of our abilities with your local law enforcement agency once they have contacted us with the request by fax on their letterhead ***, I am truly sorry for any disappointment this has caused youThank you for choosing Victoria’s SecretSincerely yours, Kelly L [redacted] Senior Customer Care SpecialistVictoria’s Secret Stores [redacted] Store Customer Relations ###-###-#### Case # [redacted] [redacted] Tell us why here

Hello T [redacted] Thank you for your recent reply to my letterWe appreciate you providing us with a copy of your police report In order to fully address your concerns, you will need to contact *** in our Special Handling department at ###-###-####If she is not immediately available, please leave a message and she will return your call promptlyT [redacted] thank you for your continued interest in Victoria’s SecretIf you have additional questions, please call or email us at any timeSincerely yours, Lee BSenior Customer Care SpecialistVictoria’s Secret

I would like to confirm the results of our phone conversation and emails on September 29, 2015, regarding your Revdex.com complaint number 10834***I sincerely apologize for your inconvenience and am glad that we were able to come to a resolution that you felt was equitable for the situation In your complaint, you stated that you were disappointed by an email that you received from us regarding a sale on swimsuits at Victoria’s Secret StoresThe email did not specify what swimsuits were on sale, nor did it specify that not all stores were participating in the promotionWhen you visited our Roosevelt Field store on August 23, the sales associate indicated to you that the store was not participating in the sale, and that the special pricing was available only in select stores As I stated in my email, I will issue a credit to your Angel card in the amount of $This represents the cost of the swimsuits that you purchased and kept on August 4, The refund will post to the account in – days, and will appear on your statement in – billing cycles [redacted] , thank you for your continued interest in Victoria’s SecretI hope that you enjoy your new swimwearBest wishes on your upcoming marriage! If 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- Sincerely, Senior Customer Care Specialist Victoria’s Secret Customer Relations

Thank you for taking the time to share your concerns with usI understand there has been some confusion surrounding a return you madeYour concerns have been forwarded to my attention so I may personally address this issue The order number you provided in your Revdex.com complaint links back to a non-referenced exchange you made in December You made an exchange off of this order in May A non-referenced return/exchange is one where the customer is unable to provide proof of purchase from where the items were originally chargedNon-referenced returns are made at the lowest selling price and refunded in the form of a merchandise card since original order information is not providedThe details of these orders are provided below Order # [redacted] Non-Reference Exchange 12/13/Returned: Sexy Tee Perfect Coverage Bra item # $Sexy Tee Demi Bra item # $Exchange Items Requested: Sexy Tee Perfect Coverage Bra item # $Sexy Tee Demi Bra item # $item discontinued Return Label Fee $ Since one of the bras was discontinued, we sent you a merchandise card for $Upon further research, I show this merchandise card was redeemed on January 1, in store #In May you returned one of the bras from your exchangeThe details of this return are listed below Order #Return from Order # [redacted] 5/27/Returned: Sexy Tee Perfect Coverage Bra item # $Return Label Fee $ You were issued a merchandise card in the amount of $for the return of this braI show this merchandise card was redeemed on May 31, in store # On August 28, we processed a return for the Sexy Tee perfect Coverage Bra, item #301415, but the paperwork included with it was from exchange order # [redacted] Since you had already returned the bra from this order number, our system marked it as a duplicate return with no refund neededWhile researching your concerns, I see you were messaging with a supervisor from our Online Chat teamShe explained that you would need to provide proof of purchase for this item before we could consider issuing any further refundIf you are able to provide proof of purchase information for when and where you bought this specific bra, I will be happy to assist you furtherPlease note, we can only issue a refund to the credit card if proof of purchase is provided showing the item(s) were purchased on a credit cardOtherwise, you will receive it in the form of a merchandise card At this time, you are not due any additional compensationIf you locate your proof of purchase information, please contact Customer Care at for assistance, or reply to the Revdex.com complaint with it [redacted] , I want you to know you are a valued customer and we look forward to shopping with you soonThank you for choosing Victoria’s SecretSincerely yours, Kelly L [redacted] Senior Customer Care Specialist Victoria’s Secret Digital Order # [redacted]

Dear [redacted] We received your Revdex.com complaint #regarding your Scandalous Eau de Parfum I am so sorry for the frustration and inconvenience caused by your experience My records indicate that you contacted our Customer Care team on January 5, I see that we shipped you a replacement bottle of the Scandalous Eau de Parfum at no additional chargeFor your experience, we issued a $Gift CardI see the Gift Card was redeemed on an in-store purchase on January 14, [redacted] , 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 [redacted] or call us any time at ###-###-#### Sincerely, Lee B

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThank you [redacted] for taking ownership of this issueThe jewelry set arrived this afternoon and was as describedOnce again I appreciate your assistance with this matter