Victoria's Secret Direct, Inc.

Victoria Secret sent an email regarding a refund of $42.89. I have not received my refund. Each time I contact customer service, I get a different answer regarding the refund. Please see below. Hello [redacted],I understand your concern about credit for the PINK Half Zip Hoodie you returned. I do apologize credit hasn't been issued for this item.I have processed an additional credit of $42.89 for this item. Please allow 3 to 5 business days for the credit to post to your account and up to 2 billing cycles for this credit to appear on your monthly statements. The reference number for this credit is #[redacted].[redacted], I thank you for your patience as we assist you with this credit. I thank you too, for being a valued Angel Credit Card holder!Order #[redacted]Have a great day,Joanne T.Victoriassecret.com Customer ServiceConsumer’s Desired Resolution:The reference number for this credit is #[redacted].Original Order #[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Thank You very much for addressing this problem. I appreciate it. Happy New Year,

Dear [redacted]
 
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 $100 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.
  
[redacted] 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,
 
 
[redacted]

We received your Revdex.com complaint #[redacted] regarding your recent order. I completely understand your concern for the merchandise you did not receive. My records indicate that you contacted us on August 7, 2017, to inform us that you did not receive your package as it had been...

stolen.  During the contact we explained that we would require a copy of a police report prior to refunding or replacing your package. I see that you contacted us again on August 8, 2017.  At that time, we processed a replacement package, and it will arrive by August 15, 2017 under order #[redacted]. I regret the Body by Victoria Lace Push-up Bra in Pink Ivory Lace is no longer available and could not be replaced. A credit for $9.99 was issued to your Visa account on August 9, 2017. Please allow 3 to 5 business days for processing and 1 to 2 billing cycles for the credit to appear on your monthly statements. There is no charge for this new shipment. To see the replacement order online and track your package, please click here:https://www.victoriassecret.com/account/orderstatusI am truly sorry that you did not have a pleasant experience with our Customer Care team. I really appreciate you bringing your experience to our attention. I have personally shared your comments with our leadership team.[redacted], if there is anything else in which we can further assist, please email us at [email protected] or call us any time at 1-888-568-4288. Order # [redacted] and [redacted] Sincerely, Lee B.Senior Customer Care Specialist

Dear [redacted]
 
Your complaint to the Revdex.com has been forwarded to me for review. 
 
A refund of $258.99 for order number [redacted] has been processed to the Visa account that was used for the original order.  The credit will post in 3-5 business days. 
 
Thank you, [redacted], for your interest in Victoria’s Secret Direct.
 
 
Sincerely,
 
 
[redacted]
[redacted]
Victoria’s Secret Customer Relations

November 29, 2017[redacted]
[redacted]
[redacted] Re: Revdex.com Complaint # [redacted] Hello [redacted],  Thank you for taking the time to make us aware of your concerns regarding your recent order. I appreciate the time you spent speaking with me today and...

would like to document our conversation. I am truly very sorry the free tote wasn’t included with your order. I can certainly understand your disappointment. This offer was very popular and due to the large response, we have depleted our stock of the item. I regret that I am unable to send the tote. To invite you to shop with us again, I am sending you a $40.00 eGift card. You should receive this eGift card in your email within 2 business days. It can be used on your next online, catalogue, or U.S. store purchase. [redacted], if there is anything else in which we can further assist, please email us at[redacted] or call us any time at ###-###-####. Sincerely yours,  Lee B. Senior Customer Care SpecialistVictoria’s Secret  Order # [redacted] 
[redacted]

The response does not address the issue at hand. The issue is using multiple coupons on separate orders. It is not about an attempt to use the same one time use coupon on multiple orders. I attempted to place different orders each with different unique coupons and PIN numbers. The business response does not address this at all. They only tell me that a single coupon cannot be used more than once. This was never disputed and is not the issue.

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,
[redacted]

[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 11956423, and find the resolution is satisfactory to me.
Regards,
[redacted]

Thank you for taking the time to speak with me this afternoon in regards to your recent order.  It was a pleasure to be able to resolve your concerns. I just wanted to take a moment to recap our conversation, for both your records and the Revdex.com.   I have replaced your...

order and honored the sale price of the pajamas, along with the free slipper and free shipping promotions. Your order total will still be $82.16 and your new order number is [redacted].   Please keep in mind that your initial order confirmation email may not show the correct pricing as this required us to put the order in and then take it through a special process to adjust the pricing. You should receive a second email with the updated and correct total. You may also view your order online at www.VictoriasSecret.com by signing into your account.   Don’t forget to add us to your Yahoo contact list to ensure that you receive all of our service emails. Ashley, I truly hope your teenagers love their new pajamas and slippers! If you have any further questions or concerns about this order, please do not hesitate to contact me directly at ###-###-####. Sincerely yours,

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

I’ve already contacted Eve (see attached image) and I don’t appreciate being called a liar.

Hello [redacted],  Thank you for your reply to our response. I apologize that I didn’t fully address your concerns in my previous response. I am sending you a $40 eGift card to replace the $10 offer that was placed on your cancelled orders. You should receive this eGift card in your email within 3 to 5 business days. It can be used on your next online, catalogue, or U.S. store purchase. My records indicate the offer for free Shipping and Handling with a bra purchase is valid until December 31, 2018. The offer excludes clearances bra, prior purchases and purchases with other bra offers. If you would like to reinstate your orders for the Player Sport Bra, item #370-363 please contact me by phone at ###-###-#### and I will be happy to apply the pricing from your cancelled orders. [redacted], I hope we have been able to resolve your concerns. If you have additional questions, please call or email us at any time at ###-###-####. Sincerely yours,  Lee B. Senior Customer Care SpecialistVictoria’s Secret Order  # [redacted] and [redacted]

they are still refusing to remove my personal information from their database.  At this point I will continue through legal means.
Regards,
[redacted]

I did speak to Lee. She was apologetic about the back order and cancellation and applied the promotional pricing to another item. She promised the order would be here on the 16th, using expedited shipping. We made arrangements for a second attempt at celebrating my daughter's birthday. Once again, Victoria's Secret disappointed by not having the item here on the 16th. Instead, it showed up late the day after. Now, 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 time. Unreal.

We received your Revdex.com complaint #11818236regarding your Victoria’s Secret Order # [redacted].  I appreciate the time you spent speaking with me today and would like to document our conversation I truly apologize for the delay in processing your refund. After reviewing...

your account, I see that we issued a partial refund in the amount of $16.73 to your Victoria’s Secret credit card account on November 3, 2016. I have issued an additional credit in the amount of $163.82 to your Victoria’s Secret credit card account. Please allow 3 to 5 business days for processing and 1 to 2 billing cycles for the credits to appear on your monthly statement.  [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 ###-###-####. Sincerely, Lee B.Senior Customer Care Specialist Victoria’s Secret Customer Relations Order # [redacted] & [redacted]

Your RevDex.com case number [redacted] 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 90 days for you to stop receiving our catalogs as they
are preprinted.  We appreciate your
patience as this change is being implemented.
Thank you, [redacted], for bringing this to our attention.  If for any reason, you receive a catalog or
coupon from us after 90 days addressed to any variation of your name or
address, please contact us at ###-###-#### or email us at [email protected].
Sincerely,
[redacted]
Senior Customer
Care Specialist
Victoria’s Secret
Customer Relations

I rec your letter. They say they will remove this name from my address [redacted] she dont live here I dont know her she gave a wrong address never live here.Thank

January 27, 2017                                            ...

                                                    ...⇄   [redacted]
[redacted]
[redacted]   Dear [redacted], We received your Revdex.com complaint #11956423 regarding our promotional emails. I truly apologize that you are receiving unwanted emails. I have personally removed your email address from our online mailing list. Please allow 7 to 10 business days for this change to take place. I truly appreciate your patience while we remove your email address [redacted], if there is anything else in which we can further assist, please email us at [redacted] or call us any time at ###-###-####. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]

Hello [redacted] Your letter to the Revdex.com has been forwarded to my attention, so that I may address your concerns. I am eager to personally assist you.
 
I am sorry to learn that you did not receive the package we shipped to you. I 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 3 separate credits, rather than a lump sum. I see that a refund in the amount of $4.18, which was for one panty, was issued to your MasterCard on September 16, 2017. We also issued a separate refund for the original shipping and handling charge; this was in the amount of $11.70 and was also issued to your MasterCard on September 16, 2015. Finally the refund for the remainder of your merchandise, $53.75, was processed to the same MasterCard, also on September 16, 2015. These credits ($4.18, $11.70, and $53.75) total the amount paid for your original order, $69.63. 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 3 additional days. I understand your skepticism on this, however this information is correct. In 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 day. I understand that this delay can be disappointing; however as a company we have made the decision to allow the additional 3 days for delivery on all packages in this situation.
[redacted] if you have any additional questions or concerns, please contact me directly by email at [redacted] or phone at ###-###-#### .
Respectfully yours, 
 
Corrinne T[redacted]