“I ordered a few items for Christmas and the products don't match the pictures from the website. Poor quality and not worthy. I couldn't return a dress that I paid £100 and the colour didn't match the picture.”
“Ordered a farah shirt from this place order arrived packaging was shredded shirt had oil and dirt all over top half of shirt abd buttons were missing absolute disgrace of a company make it so hard for a refund I always use PayPal so will be raising it with then to get my money back .”
“I ordered 3 items, order was split in 2 parts. The first item was supposedly delivered by Evri through the letter box (it was a fragrance set, so not sure how it would have fitted as it contained a candle and other 2 items) and marked by Evri as delivered. I looked for that parcel everywhere including outside the house, neighbours and could not find it. I reached out to Evri, they responded quite quickly saying that they have looked into the matter and can’t solve the issue and so they said I need to raise this with the seller.
I contacted Secret Sales and got an initial email asking for the delivery address, which I provided and that was it. I have been chasing for the past 8 days and still haven’t heard back from Secret Sales. The name of the person who first responded to my initial email is Bryony, but I haven’ heard back from them or anyone since 20/11/2023.
Also, I am still waiting for the other 2 items I ordered, the order was placed on 14/11/2023 and today is 28/11/2023.
I lost confidence in this site and it’s very likely that will not be ordering from them again.”
“Why are there so many Secret Sales's own web pages given over to having TROUBLE with their RETURNS PORTAL? Is this because THEY DON'T WANT YOU TO RETURN their goods? The portal just comes up BLANK! I've tried to contact them via email and received an automated ticket but NO FOLLOW-UP from customer services to reply. One web page suggests clearing cookies - but what use will that be to solving the problem? It doesn't need to be done for other retailers. I see an amazing number of customers are DISSATISFIED with Secret Sales Customer Service. There's something 'fishy' (and secret) about Secret Sales which puts me right off ever buying anything from them again.”
“I am trying to return goods I've been trying for 4 days and my order no and email is not being recognised I have tried to get them on chat line but they take ages to answer I am getting frustrated....the boots they sent me do not in any way fit they are made for a doll! My friend who is size 10 shoe size 6 tried them on and found it difficult. They are meant to be size 7 Its like they are deliberately trying to make it difficult to return I have e mailed them buy they don't answer.......yaaaaaaaaaaaaaa!!!!!!!!! I want to 😱”
“I bought few items from them by esos which never arrived, it's been a nightmare to get them to look into the matter, you chat with a robot who tells you someone will be you in 14mins and doesn’t happen, they use a very unreliable delivery service to send items,very bad customer service.”
“Can’t get on the website trying to contact them regarding returns but all one gets is fetching data and this is after I inputted all the correct information for the returns can’t help but think it is a dodgy company.
Not had any success to return the item and I do not think I will get any success to return this item.”
“Virtually impossible to return an item their on line returns portal doesn't work and then impossible to get hold of someone from customer services.
Will never use again. Mega disappointed 😞”
“DO NOT MAKE THE MISTAKE OF DEALING WITH THIS SHITSHOW OF AN ONLINE RETAILER. WORST EXPERIENCE I HAVE EVER HAD.
THEY SHOULD NOT BE ALLOWED TO OPERATE.”
“Over several weeks my attempts to contact customer service by several methods have failed. Contact with bots times out before any answer.
Shivs response on Trustpilot is mendacious.Ignores proof that return was delivered by Evri.Now removing review from Trustpilot.
Whilst still awaiting refund of £179 pounds I have been forced to authorise my bank to escalate to dispute resolution.
Strongly recommend that you shop elsewhere.This site is a disgrace to British online sales”
“I have written to them three times regarding their guest portal not working and they just send me back the same thing over and over. ie. The same guest portal link(that doesn't work, just blank!)
I have requested the complaints procedure twice. Not sent.
I will never buy from them again.
Originally I tried to contact them using their live chat, I waited half an hour! No answer.
Ridiculous customer service”
“DO NOT order from Secret Sales ! You cannot return items and if you try to contact Customer Service they give you a ticket number in an email and respond within 5 days if you are lucky with a page of frequent Q&A and still unable to return items as once you follow their instructions to return items the page is non existent!!! What an absolute joke this company is, never again will I order anything from Secret Sales!! YOU HAVE BEEN WARNED also £3.50 to return items”
