Victoria's Secret — Local services in Woodbridge Township

I have spent a lot of money at Victoria's Secret this year to the point where I have earned Gold status. I have loved all my products with the exception of the defective pajamas I received last week and had to return. However, one thing I can say really needs your attention is the customer service or lack thereof at all of your establishments and online service.

There have been a number of complaints at the local store near me in Woodbridge. It seems this has been going on for years and the staff/managers feel they are untouchable as it appears that nothing has changed and no repercussions have been made to address the issues.

I had an issue yesterday when I went into the Woodbridge store because online I was unable to add more than one coupon code although the system said it was possible. Initially and speaking to the first customer service agent at the door, who's name is Mary, she quickly dismissed me by telling me that they're unable to assist me and giving me my free underwear as online and in store purchases are different. I asked for the manager whose name is Rosa and she was no more knowledgeable than Mary was in fact she gave me the same spiel to a giant form them that I just came from bath & body works and had an issue with the online system as well when I informed the staff they said no problem they took every measure to make sure that I the customer was satisfied and therefore they haven't showed that I'm a longstanding customer. I've also received the same excellent treatment with Amazon, however this is the first for me where a big chain refused to satisfy the customer which to make those against your code of conducts has listed on your website.

To my surprise in researching who to contact with this lack of good customer service I looked up your corporate office which is located in New York where I work and they too have a number of complaints regarding customer service which leads me to believe that this is a company issue and not just a local store issue and that really starts at the top. If you intend to keep your customers happy with your products highly recommend that you get everybody some customer service training I'm very disappointed in the company I work in customer service and have go over 20 years and I have never treated my clients this way, especially when they were spending hundreds of dollars they deserve at the very least we treated with respect. If a person of color another incident separate yesterday happened at the Woodbridge Mall where I walked in the store and his Caucasian manager began to follow my sister and I around as we were going to steal I don't need to steal I can afford what I need to purchase in the store to me the people there are racist and offensive to your clientele. and my efforts to resolve my problem yesterday regarding my free underwear coupon and I was told by the manager also that I had to contact customer service online and if they told them it was okay to give me the free underwear they would do it. I received someone on the phone who clearly did not speak English, did not understand what I was saying, only contributed to the frustration and nothing resolved and then had to go home to contact customer service to chat, to which in doing so the person authorized a purchase of $79 without adding the coupons again further frustration. I had to contact customer service over the phone again for the third time that night to explain what's going on and finally reached somebody who was confident and respectful and took care of my issue.

This customer service issue is NOT AN ISOLATED ISSUE. Please...

2/6/21 Evening.. First off they checked my bag upon arrival.... I get that it’s Woodbridge but Menlo or Freehold would never make you feel uncomfortable in this way.. Second off customers were not following or being told to follow distancing.. A girl training an associate who assisted in our transaction at the register was dismissive when I was unhappy with the result of a return. She didn’t try to fix anything, she didn’t care that I was unhappy with the outcome of a return that I met all return guidelines. Tags, receipt.. Long story short VS sent me a new credit card with a new number because they were upgrading to the chip. The card I paid with originally had the old card number. I explained this to the girl... (assuming she was NOT the store manager but maybe a keyholder or someone obviously with not much experience in retail) She kept saying “so gift card is fine HUN..” repeatedly. When she clearly new I was unhappy. I just think I should have been credited what was mine instead of receiving a gift card.. For someone who is a frequent shopper I didn’t deserve that.. I did not have the extra time or energy to “speak to a manager ” either.. Overall I would not recommend shopping at this location or mall honestly. Freehold would have been well worth the ride as they are always helpful and...

My fiancé and I came to this location on a whim. We have both been to many Victoria Secret stores in the past, but we have NEVER had such a unpleasant experience like the one we had in this location. There were approx. 4 people in line in front of us with 1 cashier. There were 3 employees in the entire store, one of which was the Store Manager/Supervisor because the 1 cashier kept having to radio for her assistance. Each time she came up to the register to answer a question for the cashier, she would stare at the line and STILL proceed to walk away. We stood on line for 30+ minutes while this 1 cashier attended to all of the waiting customers. By the time we made it to the register, another cashier had come out of the blue and the two of them began chit chatting as I stood in awe witnessing the bullsh*t taking place in front of me.

I cannot believe how unprofessional and inconsiderate the employees in this location were. Going forward, my fiancé and I will be taking the additional 20 minute drive to Menlo Mall when we are in need of Victoria Secret items. What an avoidable...