Victoria’s Secret has shut down its website due to a security incident. The lingerie retailer has also paused some in-store services and has temporarily halted its customer care.
Users of the website will encounter a statement written in black on a pink background. “Our team is working around the clock to fully restore operations,” the message reads. Victoria’s Secret and Pink stores remain open.
The company stressed on its parent website that it has taken steps to address the incident by enacting its response protocols and has engaged third-party experts. However, the company does not know when operations will be back up and running.
The company has extended its U.S. return window for an additional 30 days. Currently online orders cannot be returned in stores, but the company said it would restore that functionality as soon as possible. Additionally, the redemption window for direct mail coupons that expired while the site was down has been extended through Sunday. Orders placed before Monday were impacted by the incident and the company is working to fulfill them. Victoria's Secret said that customers will receive an email confirmation with tracking information once an order is shipped.
Victoria’s Secret did not immediately respond to Retail Dive’s questions regarding the incident.
Numerous customers in comments on the company’s Instagram page say that the outages started four days ago, when the company was in the middle of promoting a sale.
“How can we get updates about orders?” one shopper wrote on the retailer’s social media page Wednesday. “Your website has been down for three days and we cannot chat, email or talk to any representatives. We are at your mercy. You haven’t released any statements giving information about how long this will take to resolve. Please advise as this is very frustrating as a customer.”
The lingerie retailer last year named former Savage x Fenty exec Hillary Super as its new CEO. Since that time, the company has seen a number of additional leadership changes, including naming Adam Selman, also from Savage x Fenty, as its executive creative director.
Last week, Victoria’s Secret’s board of directors approved the adoption of a limited-duration shareholder rights plan, or poison pill, to protect the best interests of its shareholders. The strategy was in response to investment firm BBRC International accumulating a “substantial” amount of the retailer’s stock.
