Complaint Review: Victoria's Secret - Columbus Ohio

A rep transferred me to Mary with client # **2-162- **. I explained to her that I returned additional items and I did not get credit. She asked me for the bra size I told her that it was 34B red bra.

She put me on hold then came back and said she could not find the bra in her system. Then I stated I sent a letter with returns explaining that I had been wearing the wrong size and I was returning the bra. She said I needed a receipt. I told her I have never need one before.

Then she said, I needed a client number.

I told her, I did not have one and the one I had was given to me.

Then she said, I need proof that you paid for the Item.

I asked her, So, what are you saying?

She said it again, I need proof that you paid for item.

I told her, You are saying that I could have stolen the $19.00 bra?

She said, yes!

I begin to get upset. Then I said your company is the one that has no information of my return with this improved technology that I returned the item, and any employees can receive the item and keep it for themselves without a trace (and this has happen to me before); and yet I am the one accused of stealing.

I went on to say, so you can trace any item that is stolen?

She goes, yes!

I laughed with disbelief.

Then she asked me for my credit card number. I told her that it's obviously no one read my letter, because I did not use the card (Victoria's Secret) for the red cotton bra. Then she asked for my debit card. I told her that I do not have the same number because my purse was stolen about a year ago. Therefore, my debit card number has changed.

Then she continued to say, I need proof that you purchased it!!!

I told her so if someone else gave me a bra, I can't return it?

She said I did not understand what kind of stuff they receive and they are required to mail it back to the customer. In addition, if it was a store purchased they were not going to give me credit. I told her that it was never a problem before. I asked her how long would it take to get my bra back.

She asked me, when did you get the email!! I told her early July.

She said, I should wait about 2 weeks.

After much humiliation and no resolution, I requested for a manger for the second time. She puts me on hold a second time.

She transferred me to manager Weaver. I begin to tell him that Mary accused of stealing a bra.

Weaver defended Mary saying, That's not what she said and I was standing next to her during the call.

I told him to go ahead and defend her but I would like to know why I did not get an email of my return, so I returned all the items at once. He said since it was not on that order number it was done separately under another client number. He reiterated that I needed to find a receipt number. I told him that it was their product, why do I need a receipt and I do not know if I could find it.

He said, Do I have the client number?

I said I did not have it. Then I said, okay, since it may have been a store purchase and never was a problem before when I did a return in the past for returning colors not matching. Now, when am I going to get my bra back? He says in couple of weeks.

I hung up with much disappointment in the treatment I received from Weaver and Mary. Weaver did not extend any apologies at all. In addition, they both treated me as a convicted thief. The rules used to be the customer is always right, not guilty until proven innocent.

Right now, I would like my signature cotton red Bra back or a credit of $19.50 and apology for the bad customer service. In addition, the rep should have never made the statement: she needed proof that I paid for it. (As if they had the bra & did not want to tell me) In addition, Victoria's Secret is the one that has the out-of-date-computers that did not have records of my return.

M

Dallas, Texas
U.S.A.