Victoria’s Secret has taken its US website offline and suspended some in-store services after a security breach, sparking concern among customers and triggering a 7% drop in share value.
The Ohio-based lingerie giant replaced its homepage with a customer alert, stating: “We are working around the clock to fully restore operations.” The UK website remains unaffected, and physical stores, including those under the PINK brand, remain open.
Company Response and Customer Frustration
In a statement released Wednesday, Victoria’s Secret confirmed it had enacted its emergency response protocols and brought in third-party cybersecurity experts to investigate the breach.
“We immediately enacted our response protocols… and took down our website and some in-store services as a precaution,” the company said.
No timeline has been provided for when the website or affected services will return. The exact nature of the cyber incident remains unclear.
On social media, frustrated customers have shared complaints about delays in order tracking, lack of support, and unresponsive phone lines.
“How can I check my order status when your page has been down for 2 days?!? And no one answers the phone either!”, one customer wrote on X (formerly Twitter).
Retail Cybercrime Surge
The Victoria’s Secret incident follows a wave of cyberattacks targeting major retailers, particularly in the UK:
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Marks & Spencer (M&S) estimates its own cyber breach will cost £300 million, with online disruption expected until July.
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The Co-op suffered payment failures and empty shelves due to similar attacks.
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In both cases, customer data was compromised.
Cybercriminal gang Scattered Spider, believed to include teenage hackers, has claimed responsibility for several of these ransomware incidents. These attacks involve locking a company’s IT systems and demanding ransom payments to restore them.
Cybersecurity Expert Advice
Vonny Gamot, head of online protection company McAfee, urged consumers to act swiftly:
“Even if you haven’t received notification from the brand or retailer, assume your information may have been compromised,” Gamot said.
“Change your passwords immediately, enable two-factor authentication, and stay alert for suspicious activity.”
She noted that retailers often take weeks to identify all affected users, meaning delays in notification are common.
Company Background
Victoria’s Secret, known globally for its lingerie and fashion shows, operates around 1,350 stores in 70 countries. The brand has been working to modernize its image and digital footprint in recent years following criticism and restructuring efforts.
