Victoria's Secret Stores, LLC

November 11, 2015                                       ...

                                                    ...⇄
 
Your RevDex.com case number [redacted] has been forwarded to me for review. I
understand your concern regarding the bedding that did not meet your
expectations, and apologize that you have not received resolution for this
matter. I am happy to assist with your complaint.
 
When researching
our database with your name, address, and email, I was unable to find any
information relating to the purchase or a previous contact with our Customer
Relations team. I noticed from your complaint that the item was purchased on
July 2, 2015.
 
I hope that you
can provide the additional information below:
·       Was the bedding purchased at our store, over
the phone, or via VictoriasSecret.com?
·       Do you have a receipt or order number?
·       Was the merchandise purchased under a
different name?
·       When you contacted us previously about the
bedding, were you given a case number or order number?
 
[redacted], thank you
for your continued interest in Victoria’s Secret. I look forward to hearing
from you soon.

I reviewed the response made by the business in reference to complaint [redacted]I do appreciate that a representative from Victoria secrets did try to also reach me by telephone to express their apologies in person.   That personal touch along with the gift card makes me feel better about giving them another shot. I do want to say that I was personally fitted by an employee at Victoria's Secret. So I know it wasn't a result of an ill-fitted bra… It really was the quality. But...I am hoping for a better experience Next time.
Regards,
[redacted]

that is not my email address so I don't know who you are sending that gift card to I contacted you from [redacted]@gmail.com so that wil not reach me additionally your representative told me to take the bra into a store for a refund why do I have a gift card sent to the wrong email address and then have to go drive to the store to get the remainder of the credit, why can you do the right thing and refund it all to a gift card to the correct email address? Does it make sense to tell the customer you will give them $25 on a gift card then send the card to someone else then to tell the customer if they drive to a store they can get an additional 19.99 refund? If you add it all up it $25 card and $20 from store it equals the value of the bra $45 which is what I was originally requesting. Rather than making the customer jump through hoops how about you do the right thing and issue the full $45 credit to a gift card to the right person why make me take the bra into the store for the remainder this is ridiculous!!! Why would your rep tell me to physically take the bra into the store for the remainder of the $19.99 credit?????

My complaint was against Victoria's Secret.  I've never heard of Comenity Bank.  Can you please send this complaint to Victoria's Secret (which is who I originally filed it against).  Very strange.  Not sure whats going on.  Let me know if you have any questions.  ###-###-####

I am rejecting this response because:Below is the information that was requested & sent several weeks ago to Gloria is Victoria Secret Customer Service: A) FedEx Return Tracking Number on September 3, 2015 - Two (2) Multi way bra - SG-314-813One So Obsessed SG-332-186  B) FedEx Return Tracking Number on September 14, 2015One Bombshell Fishnet SG-338-494OneBombshell Multiway SG-331-024  C) FedEx Return Tracking Number [redacted] on September 29, 2105One Very Sexy Ribbon Pushup SG-341-349One SexyLace Up SG-333-413

Dear [redacted] We received your Revdex.com Complaint #[redacted] about order #[redacted]I completely understand your concern for the merchandise that was missing from your package. On behalf of Victoria's Secret, I would like to apologize for the disappointment we have caused. I...

have processed a refund for $120.81 to your Visa account. Please allow 3 to 5 business days for processing and 1 to 2 billing cycles for the credit to appear on your monthly statements. The confirmation number for this credit is [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 ###-###-####. Order # [redacted] & [redacted] Sincerely, [redacted]

Hello,      This is [redacted] on behalf of my wife [redacted],who is the victim of this case.       My case ID is [redacted]        I am sending you the police report I got from police department of chicago at the end of April.   ...

  This report is what VS has been asking me to get and send to them and then announced as useless by them after my striving for months on contacting the police office in Chicago.       The reason why it is my name ,not my wife's name,shows in the victim blank is I am the person who dialed [redacted] and reported it to the police at that time.I think it's doesn't matter.       I hope this will be useful to you as a support document of my complaint                                                                                                                                                                                  Thank you

I received your
response to Revdex.com case number [redacted], regarding the bra that
you received as a gift from your mother.
I apologize that
we were sending the Electronic Gift Card to the incorrect email address. The
gift card will now be sent to [redacted]@gmail.com
instead of to the address that I referenced in my previous response. I have
also updated our records to reflect the correct information.
Thank you again
for shopping with Victoria’s Secret. You may contact us by phone at ###-###-####
or by sending an email to [email protected]
if you need additional assistance.

Dear [redacted]
 
Your Revdex.com complaint # [redacted] has been forwarded to me for review.  I understand your concern regarding the merchandise that was missing from your shopping bag after your recent visit to a Victoria’s Secret Store.  It is my pleasure to assist...

with your inquiry.
 
I am truly sorry that one of the items that you purchased was not placed in your bag with the other merchandise.  I can understand that you were disappointed with the manner in which the situation was handled when you later returned to the store.  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.  I have personally shared your comments with the appropriate team in your area in an attempt to prevent a recurrence of this unfortunate situation.  I really appreciate you bringing this to our attention.
 
As an invitation to continue to shop with Victoria’s Secret, I am sending you a $25 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.
 
Elena, 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 ##############
Sincerely,
 
Gloria H.
[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]

We received your Revdex.com Complaint #[redacted] regarding your experience with the bras that you purchased at a Victoria’s Secret Store and online (Order #[redacted]).  It is my pleasure to assist with your inquiry. It is disappointing to hear that the quality of the bras was...

less than you expected.  At Victoria’s Secret we pride ourselves on providing great fitting bras.  We often receive compliments on the quality and workmanship, as well.  When you choose to shop with Victoria's Secret, we want you to have the quality of merchandise that you expect and deserve.  I understand your concern about the comment of our Sales Associate regarding the fact that you purchased bras that were on sale. As an invitation to continue to shop with Victoria’s Secret, I am sending you a Gift Card for $50.00.  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.  Since your size has recently changed, it might be a good idea to request a personal bra fitting the next time you visit one of our stores.  There is no charge for this service, and many of our customers find the fitting very beneficial.   [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 [redacted] Sincerely,  Gloria H.Senior Customer Care SpecialistVictoria’s Secret Customer Relations

Your RevDex.com case number [redacted] has been forwarded to me for review.
Thank you so much
for taking the time to contact us. You asked us to remove your name from our
mailing list, and I truly apologize that you have continued to receive
materials from our company....

It is my pleasure to assist you.
I have personally sent your name and address to our circulation department for
deletion from all mailing lists. It may take up to 90 days for you to stop
receiving our catalogs and coupons as they are preprinted. We appreciate your
patience as this change is being implemented.
[redacted], 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
1-855-866-5810 or email us at [email protected].

Hello Sharon, Thank you for taking the time to make us aware of the issues you had with order #[redacted]. Your Revdex.com complaint has been forwarded to my attention so I may personally address your concerns.    I am truly sorry for the frustration this has...

caused you. Upon further research of your account, I see we sent you an order confirmation email for this order on May 28, 2017. I noticed the email address you have provided to us is a Gmail account. Gmail may occasionally filter our emails as spam unless we are added to your email contact list. I recommend adding [redacted] to your contact list to ensure you receive all of our service emails.  Since you had the order shipped to an address within the U.S., instead of directly to you in the U.K., we are unable to provide you with the necessary paperwork to return the order through customs. This type of documentation is generated and sent with order shipping to International destinations. For your future orders, I encourage you to have the package shipped directly to you, so you will have the appropriate paperwork in the event you need to make a return.  I have processed a refund of $136.91 to you Angel Card for your order, due to the present circumstances. Please allow 3 to 5 business days for processing and 1 to 2 billing cycles for the credit to appear on your monthly statement. Your reference number for this credit is #[redacted]. Please understand that we must abide by our normal return guidelines for future orders.  I also see that you have multiple crs associated with your email address in our system. Please reply with your full and correct billing information so I may update all of your crs and merge them into one account. This will  allow you to view your order status and history online. Please know that you can still check the status of a specific order. With the link below, you can enter your email address and order number in the section that shows “Don’t Have an Account?” to see any updates.  [redacted] Also, I wanted to share a little tip with you; if you sign into your online account every time you place an order, you will maintain one cr. Additional crs are created when checking out as a guest. If you need to set up a registered account, you can use the link below to do so. It takes only a couple minutes, and will help you view up to 75 of your previous orders.[redacted], thank you, again, for taking the time to let us know of your experience. If there is anything further I can do, please do not hesitate to contact me directly. Sincerely yours, Kelly [redacted]Senior Customer Care SpecialistVictoria’s Secret Digital Order #[redacted]

Your RevDex.com complaint #[redacted] has been forwarded to me for review. I am
happy to assist with your inquiry.
It is
disappointing to hear that the service received during your recent visit to our
Victoria’s Secret Store in the St. John’s Town Center Store did not...

meet your
expectations. 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. I have personally shared your comments with the appropriate team in your
area in an attempt to prevent a recurrence of this unfortunate situation. I
really appreciate you bringing this to our attention.
The terms and
conditions for our coupons and special offers are very specific in terms of the
method of payment, qualifying merchandise, and timeframes for redemption.
Although you did not provide the exact verbiage from the coupon for the free
bralette, I believe that the offer specified that the gift was available with a
purchase on an Angel Card. We strive to consistently apply the offers and
coupons according to the stated guidelines in order to be fair to all customers.
As an invitation to continue
to shop with Victoria’s Secret, I am sending you a Gift Card for $29.50 as
requested.  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. I hope that you enjoy shopping our spring and
summer assortments!
[redacted], thank you for your
continued interest in Victoria’s Secret. If there is anything else we can
assist you with, please be sure to email us at [email protected]
or call us at ###-###-####.
Sincerely,
Gloria
H.
Senior Customer Care
Specialist
Victoria’s Secret Customer
Relations
Case #[redacted]

Your RevDex.com case number [redacted] has been forwarded to me for review. It is
my pleasure to assist with your concern about our return procedures at Victoria’s
Secret Stores. I apologize for any inconvenience that you have experienced due
to these...

procedures.
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 retailers who use this process to manage the
return/exchange process. The ID must be taken away from the point of sale
terminal to be scanned on a different terminal.
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, [redacted]. To obtain a free copy of your return history, or to learn more about
their services, you may contact [redacted] at ###-###-####, or visit
their website at [redacted]
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.
[redacted], as an invitation to
continue to shop with Victoria’s Secret, I am sending you a $25 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.
If there is anything else
with which we can further assist you, please be sure to email us at [email protected]
or call us at any time at ###-###-####.

Thank you for
returning my call on December 1 regarding your Revdex.com case
number [redacted]. I would like to confirm the details of our conversation and
hopefully shed some light on our resolution process for missing packages.
 
I know that it
can be...

inconvenient to contact any retailer when a parcel is not received as
expected. I apologize that your order apparently was lost at some point after
reaching the postal service in Chicago. I have issued a credit for $66.34 to
your Visa account, and that amount should post in approximately 3 – 5 business
days. You will also receive a credit of $10 due to your concern about incurring
interest charges while waiting for your package or a refund.
 
I understand that
you felt as if we were not responding appropriately to your issue. When
packages shipped ‘standard’ shipping are delayed, and the
tracking results are inconclusive, we allow three full business days after the
latest expected delivery date before replacing the package or issuing credit. In
many instances the original package is found by the carrier and is re-routed to
the appropriate destination. The additional inconvenience to the customer of returning
the duplicate order is prevented in these situations.
 
The latest
expected delivery date for your order was November 25. I reviewed the notes in
your order and confirmed that you first called us on November 23 because the
tracking results for the package were not updated after November 17. At that
time we asked that you call us after the end of the business day on December 1
if the package did not arrive. This date was three business days after the 25th.
We also spoke to you on November 27, and provided the same guidelines for
resolution.
 
At Victoria’s
Secret, we pride ourselves on our ability and willingness to resolve customer
issues. If you would have contacted us at the end of the business day on
December 1, or after, we would have replaced or refunded your order, with no
questions asked. If replacement was desired, the shipment could have been sent
via an express shipping method via Fedex.   
 
During our
conversation, you indicated that many retailers offer a gift card as a means of
apologizing for situations that are disappointing to customers. You added that
you were not interested in a Victoria’s Secret gift card because you did not
wish to do business with us again. 
Offering a gift card or a discount on the replacement package was one of
the gestures that I would have suggested. I know that you were very frustrated
and anxious to end the call.
 
[redacted], I would
like for you to give us another opportunity to earn your respect as a reputable
and customer focused retailer. If you would like to reconsider a $30 gift card
as a token of apology, please let me know in your response to the RevDex.com.

Complaint: [redacted]
I am rejecting this response because: The bra you reference is $55 for the same color and style, so I think the credit should be for that amount. Thank you.

Thank you for taking the time to make us aware of your concerns regarding your recent order.  Your Revdex.com complaint has been forwarded to my attention so I may personally address your concerns.   I understand your concerns regarding your Holiday Reward cards and the free...

PINK robe promotion. I see that you placed one online order on December 15, 2017. To ensure that I am providing you with the most accurate information, I partnered with our Leadership team to pull any calls you made to us in December.   I see you called us on December 22, 2017 to have the rewards applied to your purchase. Per the redemption details provided on the reward, only one can be redeemed per order. Our Associate issued a credit of $21.65 to your Visa account on December 22, 2017 for one of the rewards. Since the Holiday Rewards expired on December 15th and we were not contacted until after they expired, we were not able to honor the remaining rewards. I regret I will be unable to send you a gift card for the remaining expired rewards.   You also mentioned an offer for a free PINK robe. This offer was available online and in stores December 4th-December 7th and was not active at the time you chose to place your order. Once an offer expires, it is not valid on purchases any longer. Always refer to the offer details to determine the qualifications for an offer. [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,    Kelly L[redacted] Senior Customer Care Specialist Victoria’s Secret   Customer #200546424   Ekl_kfelder_Revdex.com_010218     Tell us why here...

Dear [redacted],
 
Your Revdex.com complaint #[redacted] has been forwarded to me for review.  I understand your concern regarding the offer for a free tote bag with a $75 purchase at a Victoria’s Secret Store.  It is my pleasure to assist with your...

inquiry.
 
I was able to review the verbiage for the above offer.  You are correct, that the offer could be used with Angel Rewards.  I have personally shared your comments with the appropriate team in your area in an attempt to prevent a recurrence of this unfortunate situation.  I really appreciate you bringing this to our attention.
 
The offer was subject to some restrictions.  The minimum purchase of $75 could not include sales tax, clearance items with prices ending in $.99, or gift cards.   The complaint did not include the receipt, and I am not sure if any of those restrictions applied to your purchase.
 
I truly apologize for your disappointment with this special offer.  It was only good while supplies lasted, and other gifts cannot be substituted for the tote bag.  Unfortunately, the stock has been depleted for this item.  
 
[redacted], I hope you enjoy shopping with the $25 electronic gift card that is on its way to you.  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]
Victoria’s Secret Customer Relations

Dear [redacted]   We received your Revdex.com Complaint #[redacted], regarding your refund and the gift with purchase promotion. I am very sorry the quality of your bras were less than you expected. We definitely want you to be happy with your purchase. When you choose to shop...

with Victoria's Secret, we want you to have the quality of merchandise that you expect and deserve. We are happy to return or exchange merchandise that does not meet your expectations. Merchandise returned without a receipt will be exchanged or refunded in the form of a merchandise card, based on the lowest selling price of that merchandise. I am sorry that the gift with purchase was not available at your local Victoria’s Secret Store. I can certainly understand your disappointment. After receiving your complaint, we tried to contact you on three different occasions. I regret our attempts to reach you by phone have been unsuccessful.   We are eager to work toward a resolution for you. Please contact me directly at ###-###-####. I am available on Saturday between the hours of 8:00 AM – 4:30 PM. EST. Wendy, 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] Sincerely,  Lee