Victoria's Secret Reviews

Not only can you not return orders in store, but the online system is corrupt. 35 minutes on the chat with someone who was obviously AI and I step away for TWO minutes and it exited with no record. I'm just throwing the order out but Canadians -- stop shopping here, no more American companies like this.

I’m incredibly disappointed with the customer service I received today. I was transferred three times and spent over an hour on hold. Each representative seemed unsure of what to ask or how to assist, and I had to repeat the same information multiple times. Despite all the transfers and hold time, my issue was not resolved. I expect better training, clearer handoffs between agents, and reduced wait times.

Purchased two items online with a gift card I received. Both items were received and were poor fitting, so I followed printed instructions and returned items. I have received no communication of the receipt of returns nor status of returns. I attempted to do online chat with their Customer Service. The first agent, listed as Joseph, had me hold for "1 to 2 min" then sent back a chat message that appeared on screen then disappeared before I could read it. I attempted another chat and got agent listed as Megan. She sent a more detailed message and informed me they could not send me a copy of the CHAT, but I should keep the assigned number as reference (read as "write it down"). They have such a poor exchange process, requiring finding a store (none nearby) or use the post office. I felt I was quickly pushed off chat and not important. They got my money and now my items, so why do they need to help me? Very, very poor customer service. Items ordered were also poor quality. I just wanted to use the gift card's value. I am awaiting my refund so I can find a proper size/fitting item.

The customer service people are rude, unprofessional and untrustworthy, when you call there. They are unhelpful, and unappreciative toward the people who have stayed with them, and people who are higher level rewards members and have spent money at that low quality company. Myself, my family, and friends are closing all credit cards and accounts and will not shop there anymore, ever. Most, have already closed their accounts and the few of us left, will be doing so in the next coming days.

The quality has been horrible for the past five years—maybe longer. I still have underwear from when I was a teenager. Back then, my mother would hand my sisters and me the Victoria’s Secret catalog during their infamous panty sale and let us circle the styles we wanted. That was real excitement. Fast forward: I’m about to turn 40 in April 2026, and somehow, I still own underwear from my teen years. Meanwhile, for the past five years, I’ve been buying bras and panties from V.S., and they barely last a year—if that. The sizing is wildly inconsistent, and the fabric feels like something you'd find in a Dollar Tree napkin pack. It’s absurdly expensive to have to repurchase underwear every one to two months.

I stopped shopping at Victoria's Secret quite a few years ago because their quality went so low and their prices just kept getting higher. I was gifted something for Christmas that I really liked last year and decided to give him another try. I have bought a lot and I'm learning their sizing is inconsistent like I usually wear a large and some items that's way too big and then other items it's way too small.

My bill got behind due to out of work so when I started working, I called to pay my bill in full. I asked what my total bill was. They told me. I paid it right then and there. But then got hit with a late charge due to they didn’t tell me my whole amount, including a late charge. So I called and made them remove it. Then on a separate occasion went into the store to pay. My bill. Asked what my total amount was and paid it. I guess I was one day late so they charged me $37. When I called and asked why I wasn’t told that there was a late charge. They told me they couldn’t see that in the store. I find that hard to believe.

Had some life struggles that lead to me not being able to pay my $247 credit card bill. Skipped two months of payments, it couldn’t be helped with all the stuff going on. VS is calling, I know I messed up and I do wanna get my account squared up, I answer hoping maybe they’ll offer a deferment or a reasonable payment plan to keep me off their sh*t list ya know?

They really care about their customers. I lost my mom. They halted my payments on my credit card and actually cared about me. And best of all, they have amazing stuff. The prices are right. You can't get a better deal anywhere else.

I am very disappointed with the shift manager at the Victoria's Secret store in Westfield Mall Santa Clara, California, (the short one with a high pitch voice) and associates, who were incompetent and rude. Not only they gave me $3 on a returning bra which was actually $32, but they started gossiping, rolling their eyes, yelling and laughing in my face. I don’t know who hires staff there, but it clearly isn’t based on competence. Poor leadership and customer service will lower the store performance and the online reviews show that as well. Individuals with low competence and overestimating their abilities is just gross.