Victoria's Secret Direct, Inc.

Dear [redacted]
Your RevDex.com case number [redacted] has been forwarded to me for review. I 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 16 and November...

18. 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 $72.84 has been issued to your Angel account. You will see credits
posted in the amounts of $36.38, $18.23, and $18.23 in approximately 3-5
business days.
[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.
[redacted]

You know God works everything out. And justice will be meted out. You wouldn't believe it. I just received my package with my stuff through working with USPS to try to retrieve my package. You know what I found when I opened my package? A DEAD RAT. A DEAD RAT. A DEAD RAT. With rat droppings. I called USPS. They are saying that they are not responsible for what is inside of the package just the delivery. So they asked me to call Victoria Secret. I would have called them right away and have this dealt with privately and out of the public eye. But because they have taken no responsibility for what has happened before with sending me somebody else's stuff, the [redacted] persons stuff I want everyone to know about my experience. Imagine a company selling INTIMATE apparel! And has an infestation of rodents in their warehouse. So imagine all potential customers that rats urinate and pass stool on your underwear. This is something that people needs to know. It needs to be brought to the attention of all potential customers. So now, not only will I never shop here, I want my money back. All of it. Shame on this company. And [redacted] you are very unprofessional, hanging up on customers. So now you know it. Pass it on.   
Regards,
[redacted]

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.

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!!

Your RevDex.com case number [redacted] has been forwarded to me for review. I 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 program. Electronically 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 [redacted]ers who use this process to manage the
return/exchange process.
Your privacy and security are of utmost importance to us. None of the information
is sold or shared. Information from your ID is collected solely for the purpose
of return authorizations. Your 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 encrypted. Entering
customer information allows us to better manage returns and exchanges,
effectively manage costs, and then pass the savings on to our customers. It
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 [redacted]
[redacted]. To obtain a free copy of your return history, or to learn more about
their services, you may contact The [redacted] at 1-800-652-2331, or visit
their website at www.[redacted].com.
I hope this information addresses your concerns about our ID policy. I want to
let you know that we appreciate your comments and take them seriously. We 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/215,217.
As an invitation to continue
to shop with Victoria’s Secret, I am sending you a $10 Gift Card.  It will arrive in 10 - 14 business days and
will have no expiration date. The card can be used for store, online, 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 [email protected]
or call us any time at 1-855-866-5810.

Thank you for taking the time to contact us about your cancelled orders. Your Revdex.com complaint has been forwarded to my attention so I may personally address your concerns.  I understand your desire to apply the $10 off a purchase off your orders. I apologize for any confusion...

caused by this matter. After reviewing your account I see the offer was applied to order # [redacted] on January 28, 2018. According to the offer details, the offer is valid on qualifying in-stock items totaling more than $10. When prompted, enter PIN. The discount will be applied after the offer code & PIN have been applied; one-time use only. Valid through 11:59pm PT on February 4, 2018. Excludes clearance (items with prices ending in $.99), gift cards, gift wrap and kits, shipping & handling and taxes do not qualify toward offer eligibility. Offer subject to adjustment due to returns, cancellations and exchanges. Excludes previous purchases and store purchases. Not valid with any other offers that provide discounts on your entire order. For orders outside the US, additional taxes and duties may apply. Offer may not be valid on orders shipping to certain international countries. Offer may be modified or discontinued at any time without notice. We are unable to apply the offer to multiple 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 1.855.866.5810. Sincerely yours,  Lee B. Senior Customer Care SpecialistVictoria’s Secret Case # [redacted]

Dear [redacted],
 
Your Revdex.com complaint number [redacted] 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 [redacted]
 
I want to do everything I can to get this matter resolved for you.
 
Sincerely, 
Gloria H.
[redacted]

This is the worst customer service I have ever received. No apology. No compensation. [redacted] you are not fit to be I customer service. Refusing customers to have issues escalated. Hanging up on customers. No apology. I will have you know, if anything goes wrong with my health or the health of people in my home because of this situation, I will take Victoria Secret to court. The resolution is not enough. I should have received a refund and a replacement or a gift card as compensation. I will have you know that the media will still do the story on this and I will forward you a link. 
Regards,
[redacted]

Dear [redacted] We received your Revdex.com complaint #[redacted] regarding the refund for your cancelled order #[redacted].  It is my pleasure to assist with your inquiry. I am truly sorry that the refund for the gift cards was not issued in a timely manner.  A new...

electronic gift card was issued on June 16 for $399.45.  This was sent to the email address that you have on file with Victoria’s Secret, and is different from the email that was included in your complaint.   The electronic gift card could be in your inbox, junk mail, or deleted items folders.  If it has not yet been delivered to any of those inboxes, please feel free to contact me directly on ###-###-####.  Tony, 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.[redacted]

Hello [redacted], Thank you for taking the time to contact us about the $10 Birthday Reward. Your Revdex.com complaint has been forwarded to my attention so I may personally address your concerns. I understand your desire to apply the $10 Birthday Reward to your order. I apologize for...

any frustration caused by this matter. According to the details on the back of the card, the offer may only be combined with Angel Rewards and is not valid with any other offer. After reviewing your order, I see that a $20 Reward was applied to the order which is not compatible with the Birthday Reward. I regret that we are unable to apply this offer to your order. [redacted], I hope I have been able to resolve your concerns. If you have additional questions, please call or email us at any time. Sincerely yours,  Lee B.Senior Customer Care SpecialistVictoria’s Secret  Order # [redacted]

Replied too late and passed them down since I didn't think I could have gotten a refund returning them. They didn't have tags on anymore or anything nor the strip it had on. 
Regards,
[redacted]

Dear [redacted]   We received your Revdex.com complaint #[redacted] regarding your recent order #[redacted] for a top and yoga pants.  It is my pleasure to assist with your inquiry.   I understand the disappointment you experienced when this order did not arrive as...

expected.  It is unfortunate that the top was out of stock at the time we replaced the order for the pants.  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 contacts with us.  Please accept our apology for the issues with these orders.    I checked our inventory and the top is currently available.  I have placed an order to send the top to you at no charge.  The order number is [redacted], and it will arrive on October 19.  You will receive a shipping confirmation by email with tracking information.   [redacted], I would like to thank you for bringing this to our attention, and 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.

We received your Revdex.com complaint # [redacted] regarding the return of your recent order, #[redacted].  It is disappointing to hear that the merchandise purchased did not meet your expectations.  I am glad to assist with your inquiry.   As stated in your complaint, your...

Discover card was credited for $65.58 on September 9, 2016, which represented only two of the eleven items that you returned to our store.  I understand your concern about this refund.  We strive for accuracy and excellent customer service in every contact that we have with our customers.  I apologize that this was not the case with your recent return.  I have entered a refund for the remaining items, and the reference order  number is  [redacted].  The credit of $157.47 will post in 3 – 5 business days to your Discover account.    [redacted], I would like to thank you for bringing this to our attention, and 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,     Gloria H. Senior Customer Care Specialist Victoria’s Secret Customer Relations   Order #[redacted]

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

Dear [redacted],
Your RevDex.com case number [redacted] has been forwarded to me for review. I would like to document the actions taken to
resolve the issue that you experienced with your recent order.
I truly apologize
that you were not able to receive the travel...

case and tote that were free gifts
with your purchase.  Our promotions for gifts with purchase are always extremely popular with our
customers.  Occasionally, when we pack a
customer’s order, we find that a miscount in inventory has caused our computer
system to indicate that an item is available when it has actually sold
out.  Unforeseen delays in order
authorization can also result in depletion of an item prior to packing.
On Tuesday, March 1 you spoke
with one of our associates named Steffanie. 
As a token of apology and appreciation, she is sending a tote bag from
our PINK collection to you at no charge. 
You should receive it by March 11. 
An electronic gift card in the amount of $50 was also sent to your email
address.  The gift card has no expiration
date and can be used for online purchases or printed for use in our stores.
[redacted], I appreciate you bringing this
matter to our attention.  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.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I am keeping a copy of this email. I expect to not be receiving these catalogues in 90 days. If I do, I will be making another complaint and will not accept ANY response from Victoria Secret.

Hello [redacted],  Thank you for taking the time to make us aware of the difficulties you experienced with your recent order and our Customer Care team. The 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 Charmine. This is certainly not how we want our customers to be treated. I attempted to pull the call so I could partner with this associate’s supervisor to use as a coaching opportunity. After all, my main focus is to ensure this experience does not happen to you again. We record all of our calls for quality assurance purposes. I pulled all calls for your phone number between December 1, 2016 and December 16, 2016.  I was only able to locate one phone call from you. This call was actually made to Bath & Body Works Direct regarding issues with an order you placed through them as well. You stated that your free items arrived damaged along with the candles in your order arrived broken. If you used a different phone number to call us about your Victoria’s Secret order #[redacted], please respond with that number. I would welcome the opportunity to listen to that call so we can improve the service we offer going forward. I was also troubled to learn that your free PINK tote arrived with the lotions opened and all 3 leggings you purchased arrived in the incorrect size. Our lotions caps are sealed with shrink wrap and shipped inside heavy duty storage bags per Hazmat shipping guidelines. I have shared this feedback with our Distribution Center Leaders so they can determine where the error occurred and fix any issues. I do see that you have returned all of the items you purchased on this order for a refund. Since all items have been returned, your order no longer qualifies for any free offers. Therefore, I would be unable to send you another PINK tote. Exchanges to maintain your special offer qualifications do not have to be for the exact same items, just qualifying items. I understand you were looking forward to receiving the $20 Reward Card with your order. However, your order did not qualify as the 3 items you purchased qualified you for the free PINK tote. Items may not be used towards more than one free offer on an order. I regret that I would be unable to send you the reward card. I am so, very sorry for any disappointment this has caused. [redacted], 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.

Hello [redacted],I wanted to recap our oncersation this morning and include a copy of the email I sent to you for the Revdex.com records. You stated your return amount was still not correct and you were due a difference of $26.16. I offered to issue you a refund to your Angel Card for $27.00 to reslove your concerns and close this case. You accepted this resolution and I have processed your credit, which will post to your account in 3 to 5 business days. Once this credit has posted you will have received a total of $207.55 for your return, which you confirmed you felt was the right amount. Victoria's Secret considers this case to be fully resolved and the matter closed. Please understand that we will be unable to issue any further refunds for this order. Below is copy of the email you requested I send to you after our conversation."Hello [redacted],Per our conversation this morning, I have issued an additional credit of $27.00 to your Angel Card account. Please allow 3 to 5 business days for this credit to post to your account and 1 to 2 billing cycles for the credit to appear on your monthly statement. This credit of $27.00 will bring the total you have been refunded for this return to $207.55. 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. [redacted], be sure to tune into CBS on Monday, December 5 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 #[redacted]" Thank you, again for taking the time to speak with me this mornging.  Happy Holidays! Kelly L[redacted]

Dear [redacted] We received your Revdex.com complaint # [redacted] regarding your recent experience at the [redacted] 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 conversation. When customers choose to shop with Victoria's Secret, we want them to have a wonderful experience, each and every time. I truly apologize that this was not the case with your recent visit. I have personally shared your comments with the store leadership team; I assure you that they will address this with the associate. I really appreciate you bringing your experience to our attention. To invite you to shop with us again, I am sending you a $75.00 eGift card. 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. Alescha, 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.

December 9, 2017 [redacted]
[redacted]
[redacted]
[redacted] 
*Hello [redacted],  Thank you for taking the time to make us aware of your concerns regarding your backordered merchandise. I appreciate the time you spent...

speaking with me today and would like to document our conversation. I truly apologize that you did not receive your backordered items in time for the bridal shower you were attending. Our manufacturer gives us the estimated shipping date. We expect our suppliers to meet delivery schedules; however, sometimes there are unavoidable delays. I am so sorry that this happened. We will ship items as soon as we get them in stock. I see the V-back Sleepshirt, item # [redacted]-CJD-XL was shipped [redacted]. Tracking information obtained from [redacted] indicates that your order [redacted] was delivered on December 5, 2017.  I understand that you did not receive this package. I have issued a credit to your Victoria’s Secret credit card account for this order. I also see that the Keyhole back Sleepshirt, item # [redacted]-66T-XL was shipped via [redacted] on December 2, 2017, order #[redacted]. The package is expected to arrive by December 13, 2017. I regret that we were unable to cancel the order when you contacted our Customer Care Team. I have issued a credit to your Victoria’s Secret credit card for the order. I kindly ask that you please keep or dispose of the Sleepshirt, as I do not want to inconvenience you with returning it. Please allow 3 to 5 business days for processing and 1 to 2 billing cycles for the credits to appear on your monthly statement. As you requested, we have canceled your backorder for the Keyhole back Sleepshirt item # [redacted]-XL. Please be assured you were not charged for this item.  Joni, 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] and [redacted]