Complaint Review: Victoria's Secret

These people lied about their items in their catalog, lied about their ability to deliver:
I placed an order On Sept.6,2002; On Sept 24, I wrote

The expected ship date on my order of item GH-156438 passed 5 days ago.
What's up?
Diane Newton
Customer #110865877
Order #199815597
Angela,
Any updates you receive from your vendor should have been relayed to your customer. Instead, I have
been waiting and waiting. Checking your website "order status" did not indicate any update. It was
not until I had to write to you did I receive any information whatsoever. Furthermore, there was no
indication in your
catalog, nor on your website that this item was not availabe and would not be available for many
weeks.

Isn't it your responsibility to notify me when you cannot meet your promises? Why is it that I have
to seek you out? What guarantee do I have that you are, indeed, going to ship my order tomorrow?

Diane Newton


Orderstatus@victoriassecret.com wrote:

> Dear Diane,
>
> Thank you for your e-mail regarding your backorder. We apologize for the delay in delivering your
merchandise.
>
> When an item is on backorder, we provide an expected shipping date that is estimated based on
information provided to us by our vendor. We do expect our suppliers to meet their contractual
delivery schedules; however, problems occasionally arise that make it impossible for the manufacturer
to meet pre-set deadlines.
>
> Unfortunately, the expected shipping date for this item has been extended to September 27, 2002.
We apologize for any disappointment this may cause.
>
> If you need further assistance, please reply to this e-mail or call anytime.
>
> Thank you for shopping with Victoria's Secret.
>
> Sincerely,
>
> Angela
> VictoriasSecret.com Client Services
>
> Client #110865877
>
> Visit www.VictoriasSecret.com
> Phone 1.800.888.1500 or (outside the U.S.) 1.937.438.4197
> Fax 1.937.438.4290
You are still ignoring your catalog deceit and your website deceit and still not taking responsibility
for notifying customers of delays.
Really, quite disappointing for a company with such a good public and pr presence.
Wondering if I should make my disapointment with you all public.
D. Newtn



Orderstatus@victoriassecret.com wrote:

> Dear Diane,
>
> Thank you for your e-mail regarding your backordered merchandise. We regret any disappointment
this matter has caused you.
>
> We apologize that you did not receive additional notification of you backorder being delayed.
Generally if the backorder is only delayed by a couple of days or weeks a notice will not generate.
Backorder dates are expected ship dates and may change. We are working very hard to change the
process in which to notify our clients. We appreciate your patience in this matter.
>
> If you need further assistance, please reply to this e-mail or call anytime.
>
> Thank you for contacting Victoria's Secret.
>
> Sincerely,
>
> Mary
> VictoriasSecret.com Client Services
>
> Client #110865877
>
> Visit www.VictoriasSecret.com
> Phone 1.800.888.1500 or (outside the U.S.) 1.937.438.4197
> Fax 1.937.438.4290
You do understand, do you not, that what you are telling me is now 2 missed dates and a month from your original estimate???
Once again, I put in this order in early September, was told that it would ship SEPT. 19. Now more than a month later, after
leading me on, telling me eventually that the date was September 27, it is now OCT. 19?????????? MORE THAN MONTH -
AND STILL NO GUARANTEE THAT YOUR THIRD NEW DATE IS TRUE!!!!!!!!!!!
You have some nerve.
Obviously, you have no control over your vendors... and prefer instead to deceive your customers, not once, not twice, but thrice.
I will never shop with you again. You are a dishonest company, at present enjoying enormous popularity and good press.
I will do everything I can to dispell that image. You treat your customer very badly and that should be public knowledge so that
buyers will know that Victoria's Secret doesn't keep its word and treats its clients like dirt.
Oh, and by the way, when I enter my information on your order status, I cannot retrieve my information; somehow you have fixed
it that I am in a loop, right back to info entry, so matter how many times I try. Tell that to your IT people as well.


Victoria's Secret wrote:

Dear Diane,

We're sorry, the delay in shipping your backordered item(s) will be longer
than we anticipated. The new date we expect your item(s) to be shipped is
listed below.

Cat Item Description/Color Size Qty Price B/O Expct Ship
------------------------------------------------------
GH 156438 Faux fur vest L 1 $68.00 10/19/2002
brown (27)

Client# 110865877
Order# 199815597

If you would like to select another item, simply call 1-800-888-1500, or to
cancel your backorder, call our automated system at 1-800-411-1418.

To check the status of your order or view your order history, click on the
link below:
http://www2.victoriassecret.com/html/custsrvc/orderstatus/?custNum=110865877&ordNum=199815597

Diane
San Bernardino, California