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    Victoria's Secret

Victoria's Secret

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Overview

Victoria's Secret has a rating of 2.4 stars from 966 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Victoria's Secret most frequently mention customer service, credit card, and full price problems. Victoria's Secret ranks 98th among Lingerie sites.

  • Service
    153
  • Value
    145
  • Shipping
    126
  • Returns
    108
  • Quality
    133
Positive reviews (last 12 months): 5%
Positive
1
Neutral
0
Negative
19
View ratings trends
49
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How would you rate Victoria's Secret?
Top Positive Review

“Victoria's Secret Frostmelt Fragrance, have exceeded my expectations in terms of both scent”

Salve M.
1/18/24

The Frostmelt Fragrance Mist and Lotion offer a delightful blend of fresh mint and chocolate, creating a unique and invigorating aroma. Not only does the scent smell fantastic, but it also lasts for an impressively long time, providing a refreshing and long-lasting experience. In addition, the Moisture Balm hydrating lip balm has become an essential part of my daily routine, particularly during the winter months. Its hydrating formula effectively moisturizes and protects my lips, keeping them soft and smooth even in harsh, dry conditions. Overall, I've been thoroughly pleased with these Victoria's Secret products. They have consistently delivered on their promises and have become go-to items in my beauty collection. I highly recommend them to anyone looking for high-quality fragrance and lip care products.

Date of experience: 1/18/24
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Top Critical Review

“Extremely Dissatisfied with Order Experience”

Sofiya H.
10/15/24

I placed an order on July 19,2024, with the order number VSTH00043705(Todays date is 16.10.2024), and I am extremely disappointed with my experience. It has been nearly three months, and I still have not received my items. Initially, my order was lost, and after that, I was informed of multiple delivery issues. Each time, I was told that a new order had been created, but then items I had ordered were marked as unavailable. If my original order had been shipped as stated, there would be no need to remove those items. I am now requesting a full refund, as I find the service I have received to be unacceptable. The customer support team has not been able to assist me effectively, and I am left feeling frustrated. I hope this review helps others make an informed decision before ordering.

Date of experience: 10/15/24
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Reviews (966)

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customer service (135) credit card (36) gift card (15)
Thumbnail of user ngocd12
California
1 review
1 helpful vote
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June 18th, 2023
Verified purchase

Placed an order online and I ordered the wrong size. I immediately went onto their website and chatted with two customer service agents online and both said it was passed the time allotted timeframe to make any changes. I later called into to a live customer service agent saying that I passed the 30 minute timeframe to make any changes. I literally notified Victoria Secret not to long after I placed the order. Never the less there was no resolution. The order was a gift so the recipient now has to wait for the order and then return the package. Seems so silly since obviously the order was not processed nor shipped within minutes of placing the order on a Sunday.

Tip for consumers:
Difficult to make a simple change minutes after placing an online order. You have to go through the needless process of waiting the wrong item to ship, arrive, and return the item. This order was a gift and not only will it take weeks to arrive to Hawaii but also is an inconvenience to have the recipient mail back the items especially since they do not have a printer to print out the return label.

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Value
Shipping
Returns
Quality

Date of experience: June 18, 2023

Thumbnail of user lydiaj105
California
1 review
2 helpful votes
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September 11th, 2022

It's sad that the Victoria's Secret website started to use gross fat tub o lards to sell their clothing. The sad fact is most of their customers are fat so they need to Market towards them. When I shop for clothes I don't want to see the sweatshirt on some gross model I want to Envision it looking nice on me and it's very hard to do that When these overweight models are depicting them why oh why do we need them to model the bikinis? Hey guess what? I'm not thin either

Date of experience: September 10, 2022

Thumbnail of user christieh29
Canada
1 review
3 helpful votes
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August 15th, 2018

My daughter and I went into a V. S into Cross Iron Mills in Calgary. We wandered around for 10 minutes looking at bras and what not. We did not have one single sales associate assist us. in fact we did not even see anyone. We couldn't find what we were looking for and had no one to help... we left and spent $300 at La Senza where the service was incredible. Not impressed by Victoria's Secret. So i guess the Secret will stay because we never had a chance to uncover it.

Date of experience: August 15, 2018

Thumbnail of user judys20
New Jersey
40 reviews
113 helpful votes
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August 7th, 2015

I have been shopping victoria's secret since i was a kid in the late 80's... at one time the sweaters... dresses... tops were fabulous~~ for the last 10 years the sweaters are awful and waay over-priced! I buy all my bras here and they have a bra for every look... every fashion... every occasion!... the sweaters and tops have gone downhill since the 90's... they used to carry better shape wear and control top hose which i loved~~~i always get a ten dollar certificate for my birthday. But i am finding. ALAS!- less and less to spend it on~~ p. S forget the pants/jeans... very overpriced and unless you are 5'10" tall and weight 10 pounds do not fit well~

Date of experience: August 6, 2015

Thumbnail of user maxo14
Max O.
Massachusetts
30 reviews
72 helpful votes
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December 9th, 2016

$65 for a bra that would barely fit a stick figure.....puh-lease!! My wife is 5'1 and let's just say "top heavy." There isn't a single bra in the store that is even comfortable, nevermind fits my poor wife. If Victoria's Secret wants everyone to think that your ribs sticking out is "hot" they have another thing coming to them. This is the DECADE of the curvy, get over it Victoria's Secret. Oh and your perfume is God-awful!

Date of experience: December 9, 2016

Thumbnail of user enisab
North Carolina
1 review
1 helpful vote
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February 26th, 2023
Verified purchase

It is not the first time that an order from VS has arrived damaged. This last time is the worst. I will not tolerate it anymore and I will write a review for it. The man who brought the box with my order said that the box was destroyed and he just put everything back in the box and he is not sure that something is missing. I saw that two boxes of body lotion were destroyed and nothing was missing from the order. I was expecting a $20 reward card, but there was none. I was very disappointed. I tolerated it until now, but I can't anymore. I really enjoy shopping for Victoria Secret and Pink products but this is a disappointment. I also have photos of the destroyed box and product, and the postman saw everything.

Date of experience: February 26, 2023

Thumbnail of user denisac
Romania
1 review
1 helpful vote
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October 15th, 2011

A great website; authorized by UGG Australia. I suggest you to buy from this website. A great shopping site.If you want to buy original ugg's, visit Victoria's Secret

The cons would be that the shipping and handling is a bit expensive, but their overall services are really great

Date of experience: October 15, 2011

Thumbnail of user sunnyc65
California
1 review
0 helpful votes
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May 1st, 2023

I ordered a hot pink colored bra. I double checked it, I ordered the pink! & yet i was send bright green totally different color order number even. Dont know how they could get it confused. But!… its really cute, since its a summer time sports bra. I decided to keep it. ;).

Date of experience: April 29, 2023

Thumbnail of user elizabethk1740
Tennessee
2 reviews
2 helpful votes
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February 8th, 2023

Victoria's Secret PINK worst return policy anywhere. Bought my niece some clothes on Dec 15 for Christmas. Didn't realize their return policy is now 30 days. Wanted to exchange exact same item (with receipt) for a different size and will only get credit for the "lowest" price the item has ever sold for and I have to pay the difference-for an item they still sell at the price I paid and I have the receipt to show. AND they will turn around and sell my exchanged item for the price I originally paid. Just cancelled my PINK card I've had for 7 years and have spent thousands of $ with them. Not only do they rip their customers off but the quality has gone way down hill.

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Value
Shipping
Returns
Quality

Date of experience: February 8, 2023

Thumbnail of user arethah9
California
1 review
1 helpful vote
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January 8th, 2023

I went to the Victoria's Secret Store in the Del Amo Mall, in Torrance, Ca 1/8/23. I asked a sales representative for help several times. She looked me in the eye and walked away ignoring myself, my daughter, and my mother. She took it upon herself to ask another customer if she can help her. Of course the other was Caucasian like herself. I waited giving her the benefit of the doubt. She then proceeded to go the opposite way to avoid assisting us. I never in a million years felt so embarrassed. I've been a customer of Victoria's Secret for more than twenty years now. I've never felt so humiliated in my life. Shame on Victoria's Secret! Horrible customer service.

Date of experience: January 8, 2023

Thumbnail of user brienc9
California
1 review
0 helpful votes
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January 11th, 2022

I had a really great time shopping at the southland mall Victoria's secret a young woman there named Amanda help me pick something out for my wife and it was perfect gift. My wife loved...! If you ever want want easy and friendly shopping ask for amanda southland mall... she saved my xmas!

Service
Value
Shipping
Returns
Quality

Date of experience: January 10, 2022

Thumbnail of user laurenm522
California
36 reviews
45 helpful votes
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February 27th, 2022

Victoria's Secret seems like a brand that would maintain quality, but over the past 5 years, it has progressively felt cheaper and cheaper. I recently ordered a set of red plaid pajamas, and sizing seems a bit inconsistent compared to other similar items I've bought here in the past. The quality also seems worse compared to items I've bought in 2018 or at any time before that. Luckily I bought them on sale for $20 (plus a coupon I had) so they are decent enough to keep for the price, but for an original price of $70 +, I would have been highly disappointed. I recommend going in store to buy items to try items on and check quality especially before committing to an expensive purchase. It's just not the same it use to be.

Date of experience: February 26, 2022

Thumbnail of user brittneym163
Kentucky
1 review
1 helpful vote
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December 9th, 2022

I'm tired of seeing everything on fat people. I can't tell what it's going to look like on me when all I can see it on is a fat "model".stop promoting our children to be obese like its normal. It's not attractive at all and I don't want clothing advertised to me like I'm obese. I'm done with Victoria secret. Quality has gone way downhill anyway.

Date of experience: December 9, 2022

Thumbnail of user debbied67
New York
6 reviews
5 helpful votes
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January 26th, 2017

I guess if you want undies this is for you, but I loved when they actually carried clothing in the catalogs! Whatever I bought, even though it was not cheap, was fabulous! Totally different experience now

Date of experience: January 25, 2017

Thumbnail of user jenniferl195
India
2 reviews
11 helpful votes
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February 13th, 2017

I really love Victoria'sSecret! Their products are second to none and worth the price. However, for the second time I am having problems with shipment and don't receive my items on time. But customer service usually does a pretty good job at helping me out. Conclusion: Products are amazing, customer service is helpful but shipping needs improvement.

Date of experience: February 13, 2017

Thumbnail of user heatherh80
New Jersey
5 reviews
0 helpful votes
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December 30th, 2016

Shopped online at VS for over 20yrs now. I rarely go to the store as I prefer to do the majority of my shopping online. The products are consistent in quality and sizing, which as an online shopper is appreciated because it takes the guesswork out of sizing and means less returns for me. The site is easy enough to navigate but sometimes difficult to determine the actual availability of a limited stock item until I add it to my cart, hence the 4-star review instead of 5-star.

Date of experience: December 30, 2016

Thumbnail of user dorat46
Texas
1 review
0 helpful votes
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April 27th, 2022

I just want to thank Angie for an awesome job. She helped me as soon as she saw me walk in. Gave me all the deals they had. Offered to help me find what I was looking for. Asked if I had a PINK/VS credit card, I told her no so she asked if I wanted to apply for one. She helped me w that too. She was so attentive, kind & friendly. Made me and my daughter feel welcomed and special. Thx Angie. I went to VS on Sunday April 24,2022. Everyone who goes to VS at Ingram park mall, ask for Angie. She's the best there.

Date of experience: April 26, 2022

Thumbnail of user angb1
Maryland
1 review
0 helpful votes
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December 27th, 2014

I recently purchased 10 pair of underwear from a Victoria's Secret store. They were on sale (something like 5 pair for $20). I liked all the styles and patterns and was excited about my purchase. However, after one wear and 2 washes, the elastic on one pair started pulling - a lot. After about 4 wears and 4 washes, a different pair ripped in half. Honestly. I felt a bit weird in my lady regions- like there was a draft- and went to the restroom to check myself out- and what the heck?! The underwear had torn along the cotton crotch leaving barely an inch of fabric connected. I definitely am not impressed by my recent purchases and will be sticking to other stores in the future.

Date of experience: December 27, 2014

Thumbnail of user kelseyt8
Kelsey T.
Canada
2 reviews
6 helpful votes
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December 28th, 2016

I've always been very impressed by the quality, customer service, shipping and delivery of the items I've ordered from VS. Items are delivered in good time, always before the expected delivery date, and I've never had a problem with item quality.
And, when I've had to deal with customer service, I was extremely impressed. A bikini bottom I'd purchased became discoloured after I wore it for the first time. When I contacted VS about the issue, they responded promptly, and told me I would be shipped a replacement right away. They requested no photos of the bikini bottoms, and told me to keep the old one due to the inconvenience.
Overall, really impressed, especially due to the poor customer service I've received at many other companies after shopping online.

Date of experience: December 28, 2016

Thumbnail of user shereen11
Ohio
1 review
0 helpful votes
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October 25th, 2016

I went into Victoria Secrets last Friday to purchase 2 bottles of lotion. The lady in the front barely waved over to the section I needed. When I found what I wanted I got into line. There was one woman ahead of me that was at the counter but kept leaving and getting more items. There were 2 employees behind the counter. I started to walk up to the employee that was not helping anyone and she told me I would have to wait a minute, then she proceeded to leave instead of taking care of me. She then came back to the counter with 2 more employees and they all ignored me. I finally set my lotion on the counter in front of them and left. No one stopped me to say they were sorry for ignoring me. They just kept on ignoring me. They must be making a lot of money that they didn't care that I walked out of their store.

Date of experience: October 25, 2016

Thumbnail of user patiences6
Alabama
13 reviews
10 helpful votes
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April 9th, 2022

Victoria secret used to be cute and nice quality that would last so it was worth the extra money but now the clothes fall apart and rip and tear and don't last at all and they raised prices so now it's a complete waste and they don't even have cute stuff anymore if i can buy it at walmart and it last longer why would i bother paying so much

Tip for consumers:
skip it

Products used:
panties bra nighty sweat pants and black j

Value
Shipping
Quality

Date of experience: April 9, 2022

Thumbnail of user trays2
Argentina
11 reviews
6 helpful votes
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March 29th, 2016

I have a mixed review for Victoria's. The undergarment selection isn't to bad. However the sales girl I ran into was absolutely awful.

So while I would give a 5 star review for the undergarment selections. The bad staff subtracted 2 stars.

Overall I will probably come back, I just home not to run into that sales girl again. What a basic (you know the second word.)

Date of experience: March 28, 2016

Thumbnail of user debk9
Montana
1 review
0 helpful votes
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January 29th, 2014

While I still love their overpriced bras, their clothes which can be ordered online are the cheapest made garments I have ever seen. I ordered 5 sweaters and I don't know what the thread count is but you could see through all of them. Unbelieveably disappointed. Very poorly made and way overpriced! Will never order clothes from them again.

Date of experience: January 29, 2014

Thumbnail of user marieb82
New York
11 reviews
0 helpful votes
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April 7th, 2016

Victoria Secretes is a fabulous store. Their merchandise is not very competitive. Other vendors have the same merchandise and better quality. I purchased a pair of stretch pants. I noticed they are very thin. While another vendor, GARAGE, Has it for much less and better quality. Their bras is nothing to brag about, except their prices are extremely high. I spent more than 1K a year, but its not worth it.

Date of experience: April 7, 2016

Thumbnail of user natalies60
Florida
3 reviews
13 helpful votes
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September 5th, 2016

I subscribe to their newsletter but their website doesn't load no matter what I do! It just comes up a jumbled mess with misaligned text and no images. I keep trying to access their sales but it's frustrating and the only way for me to shop here is to visit the mall:-/

Date of experience: September 5, 2016

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