I Face Repeated Customer Service Failures on Victoria’s Secret Exchange Process

On July 20, 2025, I placed an online order for two bras from Victoria’s Secret. I selected the size recommended by the store staff after an in-person fitting. However, when the products arrived, they were too tight. I later rechecked my correct size at the store and submitted a size exchange request. My order number is 279PS6987E, and my exchange code is TX38850137848.

I shipped the items back for exchange, but the package got lost, and I spent 3–4 days trying to locate it. Eventually, the product reached the head office, and my exchange request was approved. However, even though two weeks have passed, the correctly sized product has still not been delivered. I’ve called customer service multiple times, but no one has provided clear information.

Yesterday, the representative Ms. Y****** told me I could pick up the item from the Vadi Istanbul store. On August 22, 2025 (evening), I went to the store, but the cashier said they couldn’t give me the product because I hadn’t received the pickup confirmation message. I waited a long time at the store, but no manager could be reached, and no one offered any assistance or explanation. I had to leave empty-handed.

I’ve been dealing with this issue for about a month, facing both incorrect sizing and delivery problems. During this process, I’ve called customer service 13 times, constantly trying to get updates. One of the bras from my order remains unused, and the other is still at home with the tag on.

I request that my correct-sized bra, which is already at the store but not released to me, be delivered immediately. Additionally, I expect compensation for the financial cost and time loss I’ve experienced due to this ongoing issue.