Stopped in yesterday to make an exchange from an online order. All the workers were super helpful and friendly. Alex gave me my fitting room and she was the best! Great service! And honestly, made my day.
I took my mother shopping and helped set her up with a VS Angel card last week. She tried on one bra, loved it! She asked for 7 more like it in different colors. They had a limited selection on the holiday colors so some of the lace types were added in by the attendant. When we got home (we live out of state) we realized that 4 of the bras were a different style and type... when we were told that they were all the same. Five days later, we brought the 4 back to exchange. The store was crowded and we stood in line for almost an hour, only to be told that we couldn’t be helped without having the VS Angel card with us. Since my mother’s account was just created, we had not received the card in the mail yet. The cashier was unable to look up my mothers account and suggested that we look for the manager to help us instead. She moved onto the next customer and we lost our spot in line. That’s when a sales associate named Sara spotted us. “You’re still here?” She commented. We explained our situation and Sara ensured us that she could take care of it. Not only were we able to exchange two of the bras out in the store but she also placed an online order for my mother to get the holiday bras that they didn’t have in stock at this time. All returns were accepted with our receipt and (like usual) when you order instore, you get free shipping to your house. Sara was very knowledgeable and computer savvy. If it wasn’t for her, I wouldn’t come back to this store. I’d just drive to Green Bay.
I normally would give a good rating to the store as I go there very frequently and usually have good service but I had a really terrible experience with returning two bras I had issues with. The employee accused me of returning a bra from two years ago when I actually purchased it a few months ago--I did not even wear that size 2 years ago and bought both bras together (same size, same style) but she couldn't find one in the computer and made assumptions. She made me feel really awful for something I didn't do and I left very upset, embarrassed, and like I do not want to return there again even though it's one of my favorite stores and I have spent a lot of money there over the years. This specific employee has actually helped me several times in the past but had a terrible attitude from the get go. As a former employee of Victoria's Secret, I would never treat a customer that way--even if I thought they were abusing the return policy. Making assumptions and accusations against loyal customers is not good problem solving or good customer service.
A return that should have taken 10 minutes ended up being 45 minutes later, 3 calls to the 800# and 2 trips into the store. Truly a bad customer service experience. The sales associate and both managers on duty did not know that if you pay your credit card bill to avoid fees and end up returning the merchandise afterwards that it is possible to get your money back and not just back onto your credit card or in the form of a gift card. A check will be sent in the mail and does not just sit until you make another purchase. I was told that I'm the 1st to have ever asked for this type of return transaction. I agree it doesn't happen that often, but I would think an associate would have seen it in training class if they had paid attention. Otherwise Victoria's Secret should be taking a closer look at the training process. I don't know if this hits the store negatively when it comes to sales metrics, but a customer should get there money regardless if they are hitting their sales quotas. I asked to speak to the 1st manager I delt with before leaving and was told she was done for the day, but the manager on duty was aware of my situation. I told her my annoyance with their lack of knowledge around their own return policy. Needless to say there was no resolution from the store besides a lot of "unfortunately this" and "unfortunately that" and was told to have a nice day.
Great collections of women linergie and some good cosmetics
Victoria S Secret is a US Clothing Store based in Madison, Wisconsin. Victoria S Secret is located at 37 W Towne Mall, Madison, WI 53719, USA.
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