I usually read reviews before ordering anything online but as Victoria’s Secret is supposedly a reputable company, I didn’t and regret that now. I placed an order on a Saturday for a delivery the following day. Although I received an order confirmation, there was no customer number or order number included in the email. The information was very sparse. I eventually received a second email on Sunday confirming my order was out for delivery and to expect it between a specific timeframe. There was also a Track Your Order link in the email but when clicking on it, nothing happened. When my order did not arrive by 4:30pm as stated on the email, I called customer services who told me delivery had been attempted but unsuccessful. This was a lie as I had been at home all day. I was then told my order would be delivered within 24 hours. I then received another email from VS with an update that they HOPED my order would be delivered within 24-48 hours. I contacted VS again and cancelled my order as I had placed the order for a Sunday delivery for a specific purpose. As I had used PayPal to pay for my order, I raised a case to ensure I would get my money back. I have now received a notification from VS confirming my refund yet they are not refunding me for the delivery fee for a product I never received. Again, the email confirmation I have received does not include any reference to an order number etc. I will now need need to contact them again to claim a refund for the delivery fee as my order was cancelled and not returned as they stated in their email. I am not sure what has happened with VS. I have shopped in store both in the US and UK and the last time I ordered from them was through their US website but didn’t have any issues. This was a couple of years ago but I would not have expected VS online in the UK would be this bad. Working for a major retailer myself, I know how important good customer service is for success and VS has on this occasion failed miserably. VS is a huge retailer that has been successful over many years, but if they continue to sell products of poor quality and/or don’t meet customers expectations they won’t survive as consumers no longer remain loyal to a brand/name alone. If they don’t get there expectations met, they just move on to a company who actually care about their customers.
