Victoria's Secret responds after website, app shutdown leaving customers in the dark

REYNOLDSBURG, Ohio (WCHM) — Victoria's Secret is responding after customers said they were confused when the company shut down its website and app without fully explaining its decision.

“We identified and are taking steps to address a security incident,” a spokesperson for the retailer said in a statement sent to NBC4. “We immediately enacted our response protocols, third-party experts are engaged, and we took down our website and some in store services as a precaution. We are working to quickly and securely restore operations. We continue to serve customers in our Victoria’s Secret and PINK stores.”

A message on the website has also been updated. Previously, it stated, “We identified an issue affecting the operation of our site. Thank you for your patience while we work to restore operations. In the meantime, you can visit your local Victoria’s Secret and PINK stores.”

Now the communication echoes the official announcement, “Valued customer, we identified and are taking steps to address a security incident. We have taken down our website and some in store services as a precaution. Our team is working around the clock to fully restore operations. We appreciate your patience during this process. In the meantime, our Victoria’s Secret and PINK stores remain open and we look forward to serving you.”

On social media, shoppers report that the outage began on Sunday, before Memorial Day. The company's last Facebook post, time-stamped May 25 at noon, advertises a sale on body care items. However, the hundreds of comments under the post mainly refer to the online blackout.

“I can’t believe they haven’t said anything about this issue, not a text or email apologizing,” one client wrote.

The days-long silence led many people to speculate about a data breach or ransomware attack, several mentioning concerns about having their information exposed.

“At least respond to customers,” said one Facebook commenter. “The fact that there is no update and no response is alarming.”

The shutdown comes days after the company announced it was taking a “poison pill” approach to stop a potential takeover by an Australian investment firm. BBRC International recently bought up about 13% of the company’s stock. The Victoria’s Secret & Co. board adopted a temporary “shareholder rights plan” designed to prevent an investor, like BBRC, from quietly buying up too many shares and gaining control of the company without offering a fair price to all shareholders.

“In light of the circumstances and consistent with its fiduciary duties, the Board determined it was necessary to adopt a rights plan to protect the long-term interests of all Victoria’s Secret shareholders and guard against tactics to gain control of the Company without paying all shareholders an appropriate premium for that control,” said board chair Donna James in a news release.

VS&Co noted the board is concerned because BBRC has a history of buying retail brands and just launched its own lingerie, sleepwear, and beauty brand.

BBRC's website shows that its investments include DISSH, Lovisa, Best & Less, Hot 8 Yoga, BBCR Private Equity, Plant Therapy and BBRC Beef. Prior investments include Accent Group, Aventus Property Group & Retail Fund, Bras N things, Adairs and Universal Store.