Victoria's Secret / Customer Service

August 29, 2006

Victoria's Secret Stores

Client Relations

Four Limited Parkway East

Reynoldsburg, OH 43068

(614) 577 7000

To Whom It May Concern:

I trust that your reputation and customers are important and that everything

you do, does count, and it is my hope that this letter is not disregarded

and taken with the utmost concern.

I would like to start my letter with the fact that I am a long time customer

of many Limited Brands, from Limited Too to Henri Bendel. I am not a fan of

big department store shopping, as it is overwhelming and overcrowded. I

enjoy the boutique-like shopping experience that you offer with your brands.

I especially enjoy your Victoria Secret products; in fact, it is the only

brand of undergarment I have purchased in the past 15 years.

On August 28, 2006 I shopped your Sacramento Downtown Plaza, Victoria Secret

location to purchase a number of items. I was assisted by several helpful

young ladies in locating these items and help with proper fitting.

Unfortunately, while checking out, the level of customer service

deteriorated sharply.

I had the great displeasure of being turned over to Rachel, the cashier. I

presented my credit card to Rachel to pay for the purchase and she did not

ask, but demanded a picture ID and scrutinized it for a great length of

time. While I understand this is common practice and appreciate it the

safeguard as a consumer, she did not ask this of anyone else in line. The

remainder of my time during checkout was very unpleasant as she was

incredibly condescending and very arrogant. I felt a great sense of insult,

disrespect, discrimination and discomfort. As it turns out, Rachel is the

manager of this store. I am appalled that this type of behavior is rewarded

with such a responsible position in your company.

This is far from the guidelines you’ve established with your Associate’s

Code of Conduct:

“All of our customers are entitled to our excellent customer service. All

customers are to be treated with respect and courtesy. We will not tolerate

inferior treatment of our customers based on race, color, religion, gender,

national origin, citizenship, age, disability, sexual orientation or marital

status. We also are committed to providing accessible facilities and

services for our customers

Managers and supervisors have the additional responsibility to lead by

example…”

Given this information, I hope that you will reiterate your Associate’s Code

of Conduct with your employees, particularly with this very thoughtless

young woman, as I have no problem patronizing other stores.

cc: Les Wexner, Chairman & CEO - Limited Brands

Three Limited Parkway

Columbus, OH 43230

Victoria’s Secret Regional Office

335 Powell St

San Francisco, CA 94102

_________________________________________________________________

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Comment On This

I worked at Victoria's Secret for a great deal of time as a cashier and on the floor helping customers, so I hope this comment is of some help to you:

Although it may sound ludicrous to some, managers at the Victoria's Secret I worked for had been known to fire people for not checking licenses when working with a credit card purchase. Some believed that it was the most important obligation to the customer to ensure that fraudulent purchases are not made. If a card is stolen and used to purchase something, amazingly, the store is responsible for the problem and can get sued for being negligent.

I'm not saying this excuses the rude behavior, but if your card is unsigned or your signatures do not match, they WILL take extra measures to examine the two and make sure the purchase is valid.

Just be happy that there are people out there who DO check. Who needs the inconvenience of having their identity stolen?