Complain about a product or service

Inside Victoria's Secret

We get a lot of complaints along these lines ...

Elaine of Yonkers NY (4/2/04):
I purchased a bra, washed it a few days later and the underwire came out, damaging my washing machine. The bra cost me $50. I e-mailed customer service, told them the bra was worn one time and now is useless. They refused to offer any replacement. I'm finished with them forever. and ...

Jessica of Alton, NH, writes:
I ordered several bra and underwear sets from Victoria's Secret catalogue. After a year of minimal use -- maybe once ever two weeks -- several of the bras have fallen apart, the underwire pokes through and has cut me twice on two of the bras. After twenty to thirty dollars for a bra, it should last longer than that. I received a 1 1/2 inch long cut on my right breast from the metal wire, which caused severe discomfort.

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This gets the goat of Sarah of Mesa AZ (9/29/04):
I have worked at Victoria's Secret for about a year. We have had a lot of woman complain that our products are poorly made and they are dissatisfied with their purchase. I just want to start off by saying that the stores, catalog, and the internet are all three separate companies. We have different manufacturers, different items, and different headquarters.

Also, people say that they order bras and after only having it for a week or two, the wires pop out. There are many different reasons that the wire would pop out. The first one could be that they are wearing the wrong size. It's like buying a new pair of shoes, if you get a size 6 and need to be wearing a size 8 then something will most likely break. Every company's bras are going to fit and be made a little differently.

The best solution to this problem is to go into your nearest Victoria's Secret Store, get a free bra fitting from a Bra Specialist, try on our "Bra Wardrobe Box", and then continue from there if you find a bra you like.

The second reason that the wire will pop out is that the bra is being washed improperly. ALL the tags on ALL the bras say "Hand Wash Only". A lot of people will wash their bras in the washing machine on the delicate cycle in a linen bag but it will still hurt your bras. It is like taking your bra and spinning it at 50 mph - a wire is bond to pop through the material. If you spend that much money on a bra, why not wash it correctly?

One of my managers has worked for Victoria's Secret for almost five years and she still has a bra that she got when she first started. We also do offer bras that do not have an underwire. A lot of woman do not like to wear an underwire so that is what they go for. I do understand that sometimes you will get a bra that has a wire that poppped out or you will not find a bra that you like. You are not obligated to buy the products. People always complain about how poor our products are but you never hear the millions of satisfied clients that we have.

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