Victoria's Secret Stores, LLC

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I just hope and pray that the customer service will be reviewed and taken into consideration for real

Hello [redacted],   Thank you for taking the time to make us aware of your shopping experience. Your concerns have been forwarded to my attention so I may personally address them.   I attempted to call you today. However, your voicemail box was full and would not accept messages. I would...

welcome the opportunity to speak with you. If 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 office. When you call, please have your receipt information available and reference your case #[redacted].   [redacted], I am truly sorry for the disappointment you experienced while shopping with us. My only focus now is to resolve your concerns and turn this into a positive experience for you. I look forward to speaking with you.   Case #[redacted]   Sincerely,     Kelly L[redacted] Senior Customer Care Specialist L Brands Direct Fulfillment Inc. Victoria's Secret [redacted] (    ###-###-#### *   [redacted] Tell us why here...

Dear [redacted]
 
We received your RevDex.com complaint ID [redacted] I understand your
concern about the Secret Reward free method of entry.
I am sorry that you have not yet received your cards. The program administrator
who handles these requests is processing them...

within the timeframe outlined in
the Official Rules. We are unable to check on the status of a pending request.
The only method of contact for the program administrator is the mailing address
provided in the Official Rules.
We assure you that all valid entries are being processed, and that Secret
Reward Cards are being mailed within approximately 15 business days of receipt
as stated in the Official Rules. As long as an entry qualified, based on the
Official Rules, you should receive a card before the end of the promotion.
You can review the official rules here:
https://www.victoriassecret.com/secret-rewards-official-rules
Tracie, we truly appreciate your interest in
our Secret Reward program! If there is anything else we can do for you, please
email or call us anytime.
Sincerely,
Gloria
H

Your Revdex.com case number [redacted] was been forwarded to me for review.  I appreciate the time you spent speaking with me today about your complaint and I would like to document our conversation.I understand your frustration with receiving a refund for the Rapture fragrance that...

was lower than what you expected, because you did not have a receipt for the purchase.  It is unfortunate that our sales associate was not able to void the return transaction and give you the opportunity to obtain the original receipt.  To compensate you for the current price of the fragrance, I am sending you a $40 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.  I am glad that you brought this situation to our attention so that we could resolve it in a manner that is acceptable to you.  If we can be of further assistance, please contact us at 855-866-5810, or send an email to [email protected],Gloria H.Senior Customer Care SpecialistVictoria’s Secret Customer Relations

Thank you for
taking the time to reach out to us. Your Revdex.com complaint has
been forwarded to my attention so I may personally address your concerns.
I see that we issued a credit
of $31.95 to your Visa account ending in [redacted] on September 26, 2015. Federal...

guidelines
state that a banking institution has up to 15 business days to post a credit to
an account. If you do not see your credit posted by October 19, 2015, please
let us know so we may obtain the reference number your bank provided us when
they accepted the credit. Please keep in mind that it may take 1 to 2 billing
cycles for the credit to appear on your monthly statement due to cut off times.
I encourage you to reach out
to your bank directly to see when they expect to post this credit.
[redacted], you have chosen Victoria’s Secret and we are honored.
If I can be of further assistance to you, please do not hesitate to contact me
directly at ###-###-####.

Thank you for responding to my recent request that you send pictures of the tote bag mentioned in your Business Bureau case number [redacted]. The pictures, and the examination of the bag by the Victoria’s Secret sales associate, have confirmed that the bag was given to customers as a free gift with purchase.  You indicated that you purchased the bag for $99 plus tax in a cash transaction. As stated in our store signage and on our sales receipts, returns made without a receipt are refunded at the lowest selling price, which in this case is $0.  Our stores and online business give away a very large quantity of gifts with purchase.  Sales of these items are extremely rare in order to have the gifts available to customers who make qualifying purchases.  The qualifying purchases are typically $75 or less. Due to the above circumstances, we are unable to issue a refund for the tote bag and believe that we have addressed the matter appropriately.  Thank you for shopping Victoria’s Secret.

Your RevDex.com case number [redacted] has been forwarded to me for review. I apologize that you were unable to take advantage of
the offer for the free bag with the purchase of $50
in fragrance merchandise at Victoria’s Secret Stores.
The promotions
for gifts with purchase are...

always extremely popular with our customers, and it
can be difficult to predict the volume of response to our offers. I would like to thank you for providing this feedback
about your experience. I hope that you can
receive a free gift from one of our future promotions.
As an invitation to continue
to shop with Victoria’s Secret, I am sending you a $20 Electronic Gift
Card.  It will be sent to the email
address provided, [redacted],
and should arrive in 3-5 days. The gift card can be printed out to use for
store purchases, or can be used for online or phone orders. It will have no
expiration date, and complete instructions will be included in the email.
[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.

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

We received your
response to Revdex.com case number [redacted] regarding gifts with
purchase for your store and internet purchases. I apologize for your disappointment
with not receiving the gifts that you expected. It is my pleasure to assist
with your inquiry.
The...

promotions
for gifts with purchase are always extremely popular with our customers.
The guidelines
for our special offers are very specific and indicate that gifts with purchase
are available only while supplies last. I always suggest that customers redeem
offers as soon as possible after receiving them.  Additionally, some offers, such as the one for
a free weekender with a 1.7 ounce fragrance purchase, specify that there is a
limit of one per customer.
I have reviewed
your account for online orders. I see that one replacement blanket was delivered
to your billing address on [redacted] on November 30. A second
replacement was ordered on December 3, and is being sent to your [redacted]
address. I’m sorry that the original replacement was not sent to the correct
address.
We also spoke to
you on December 2 regarding the gifts with purchase for the fragrance purchases
at our store. Three replacement totes have been ordered for delivery to your
[redacted] address, as well as a $10 Victoria’s Secret Gift Card.
[redacted], I am
glad that we were able to find resolutions for the situations described in your
complaint.  Thank you for shopping
Victoria’s Secret. I hope that you have an enjoyable
holiday season!

Thank you for taking the time to make us aware of the difficulties you experienced with your sport bras and duffle bag. Your Revdex.com complaint has been forwarded to my attention so I may personally address your concerns.   I am truly sorry the quality was less than expected....

When you choose to shop with Victoria's Secret, we want you to have the quality of merchandise that you expect and deserve. I assure you that this is not a common issue that our customers experience and I have personally shared your comments with our Quality Assurance team.   I will be happy to assist you with the return of the items. Please return all items in question to the address provided below. I kindly ask you include a note with your contact information and any receipt information available for these items. If no receipt is provided, any refund will be based on the lowest selling price in the form of a merchandise card in accordance with our return policy. Once I have received and reviewed your items, I will contact you to discuss a resolution. I am happy to reimburse your return postage costs. Please return the package via first class standard mail to receive a postage refund.   Send package to: VS Customer Relations Attn: Correspondence Case #[redacted] 5959 Bigger Road Kettering, OH  45440 [redacted], you have chosen Victoria’s Secret and we are honored. If you have additional questions or concerns, please contact us at ###-###-####. Sincerely yours,

August 4, 2017   [redacted]
[redacted]
[redacted]  [redacted]   [redacted]   Hello [redacted], Thank you for taking the time to speak with me today. I’m truly sorry you were disappointed with the store’s resolution for the...

return of your bra.   We discussed our return policy and the options both the store and our Customer Relations team offered, which were 2 gift cards for $12.99 each. I offered to send you a $30 gift card and you would not need to return the bra. You declined this option and have chosen the alternate option of returning the bra to me, at your expense. Once I receive the bra I will contact you to send you a comparable replacement.   It is recommended that you return the bra via an insured, traceable method. Please send the item to the following address.   Victoria’s Secret [redacted]
[redacted]
[redacted]  [redacted]   You mentioned during our conversation that you have another bra you plan to return to the store. For your convenience, I have provided a copy of our return policy below. This information is available on the back of every receipt, on signs at each register and on www.VictoriasSecret.com.   WITH AN ORIGINAL RECEIPT Within 90 days of purchase, Victoria’s Secret will exchange merchandise or issue a refund in the original form and amount of payment for the returned merchandise. After 90 days of purchase, Victoria’s Secret will exchange merchandise or issue a merchandise credit based on the original purchase price for the returned merchandise.   WITHOUT AN ORIGINAL RECEIPT Victoria’s Secret will exchange merchandise or issue a merchandise credit based on the lowest selling price for the returned merchandise.       WITH A GIFT, RETURN OR EXCHANGE RECEIPT Victoria’s Secret will exchange merchandise or issue a merchandise credit in an amount equal to the original purchase price for the returned merchandise.   GIFT CARDS Gift cards cannot be returned, or otherwise redeemed for cash except for balances under $10.   PRICE ADJUSTMENTS Within 14 days of the original purchase, a one-time price adjustment will be issued when an original receipt is presented.   COUNTRY OF ORIGINAL PURCHASE All returns, exchanges and price adjustments must be made in the country of original purchase.   *In select stores, a government-issued ID is required for all returns and exchanges. Victoria’s Secret will electronically scan this ID for the sole purpose of preventing return abuse. Victoria’s Secret does not sell the information obtained through this process. For questions or concerns, please contact the Customer Care Center at ###-###-####.   [redacted], I look forward to speaking with you. Thank you for choosing to shop with Victoria’s Secret. Sincerely yours,     Kelly L[redacted] Senior Customer Care Specialist Victoria’s Secret Stores   Case [redacted]
 
[redacted]

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 Cards. On behalf of Victoria's Secret, I would like to apologize for the disappointment we have...

caused. When 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 $65.00 was issued to your Paypal account on December 20, 2016. Please allow 3 to 5 business days for processing. The confirmation number for this refund is [redacted].To invite you to shop with us again, I am sending you a $40.00 Gift Card. You should receive the Gift Card within 7 to 10 business days. It can be used on your next online, catalogue, or U.S. store purchase.Debbie, 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 ###-###-####. Order # [redacted] & [redacted] Sincerely,

November 20, 2017 [redacted]
[redacted]
[redacted]  [redacted]
*
[redacted] Hello [redacted], Thank you for taking the time to make us aware of your concerns regarding your gift card purchase. Your 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, 2017 in store #[redacted] located in [redacted], CA at the [redacted] Mall. I regret we are unable to replace previously redeemed balances on gift cards. If you or the intended recipient did not redeem this gift card, you will need to file a police report with your local law enforcement agency. We 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.   [redacted], I am truly sorry for any disappointment this has caused you. Thank you for choosing Victoria’s Secret. Sincerely yours,  Kelly L[redacted]Senior Customer Care SpecialistVictoria’s Secret Stores[redacted]Store Customer Relations ###-###-#### Case #[redacted]
 
[redacted]
   Tell us why here...

Dear [redacted], We received your Revdex.com complaint #[redacted] regarding the merchandise you would like to exchange. I appreciate the time you spent speaking with me today and would like to document our conversation. I am sorry that you were unable to return your merchandise...

in the store. We have a liberal return policy, and to help us manage returns and exchanges, we have engaged a third-party company, [redacted]. The Retail Equation system denials are based on multiple factors, such as return history, frequency, and dollar value. You may contact the [redacted] at ###-###-#### for a free copy of your return activity report and more information about why your return was denied. I invite you to return your merchandise via mail using the enclosed invoice and pre-paid return label. I have issued a refund for $5.99 to your Victoria’s Secret card to offset the charge for using the pre-paid label. Please allow 3 to 5 business days for the credit to post and 1 to 2 billing cycles for the credit to appear of your monthly statement.  To see more about our return policy, I invite you to visit the Customer Service page at www.Victoriassecret.com. I understand you wanted to exchange your merchandise for different color and sizes, but maintain the same price as the original purchase. We are happy to process an even exchange if the replacement is listed at the same price as the return item.  Any discounts applied to the original items, would not carry over to the exchange. [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.

August 23, 2016                                            ...

                                                    ...⇄  [redacted] Dear [redacted], We received your [redacted] regarding your experience with the two bras that you ordered on February 20, 2015 (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.  It sounds as though you take very good care of your lingerie and follow our recommended washing instructions.  When you choose to shop with Victoria's Secret, we want you to have the quality of merchandise that you expect and deserve.  As an invitation to continue to shop with Victoria’s Secret, I am sending you a Gift Card for $53.46, which is the cost of the order.  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.  Our store associates would be glad to provide a personal bra fitting if you prefer.  Both our store and phone associates can recommend a similar style to the bras you previously purchased. Whitney, 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.Senior Customer Care SpecialistVictoria’s Secret Customer Relations  O[redacted] Egh_Payton_082316

Thank you for taking the time to contact us about your recent purchase. Your Revdex.com complaint has been forwarded to my attention so I may personally address your concerns.  Our records indicate that you spoke with a Customer Care Supervisor on January 3, 2018. We have shared...

your experience with the store leadership team of the Park Meadows Victoria’s Secret Store. I assure you that they will address this with the staff. To invite you to shop with us again, we sent a $50.00 eGift card to your email address on January 5, 2018. It can be used on your next online, catalogue, or U.S. store purchase. [redacted], I truly apologize for your experience and 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]

Your RevDex.com complaint number [redacted] has been forwarded to me for review.  I am glad to respond to your comments. 
 
I completely understand the
frustration you experienced after your debit card information was stolen and
used for unauthorized purchases.  It is unfortunate
that the breach of personal information has become such a serious concern for all
consumers.  When these situations arise
in our businesses, Victoria’s Secret has found that it is in the best interests
of all parties involved that we only release information to law enforcement and
to the bank that issued the credit or debit card.
Thank you for taking the time to contact
us with your suggestions for the handling of fraudulent transactions.  I have personally shared your comments with
our Loss Prevention team for further consideration.  We strive for excellence in everything we do;
customer opinions and suggestions are a great resource for us!
[redacted], if there is anything else we can do for you, please be sure to email us
at [redacted] or call any time call at ###-###-####
Sincerely,
 
 Gloria
H.
Senior Customer
Care Specialist
Victoria’s Secret
Customer Relations

I was working with Jennifer last who advised she would have this set repelled or refunded forcme. There was no tracking but I did return it back and called customer service previously yes indeed. 
Oh gosh I'm hoping you still have the set , I have gone back and forth so long nowIt was a bed in a bag set I believe just regular bedding material nothing special and it was a set in a bed in bag set.Could you please help me? I have sent in everything I have and was told I would be helped with this.
Regards,

I am writing
regarding your Revdex.com case number [redacted]. 
Thank you for
being one of our loyal bra customers and a Victoria’s Secret Angel card holder!
I understand your concern about the irritation that you feel was caused by one
of your push-up bra....


We made two attempts to contact you on November 3 and November
6. We are anxious to get your feedback and to resolve this matter for you. It is our hope that you will be able
to call us soon at ###-###-####. Please reference our case number [redacted] when
calling. 
[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 at ###-###-####. 
Sincerely,
[redacted]
Senior Customer
Care Specialist
Victoria’s Secret
Customer Relations
Case #[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]