“Bad shipping service, totally irrelevant, inadequate customer service
I made an order at 23rd of NOVEMBER
The order is still not received
I wrote to customer support at 07.12.2022 to ask them what's happening with the order
The guy just told me to contact the "post office" in my country, which is absolutely irrelevant, because the package is sent by private company which I even don't know the name of.
Wrote to them again today - they told me absolutely the same like on 7th of December.......
I had the worst experience from customer support that didn't gave me any concrete information and also by their insanely slow delivery
DO NOT RECOMMEND using their survices”
“Over time the packing quality has decreased down to a point when we received ripped boxes and when we launched a complaint, they just sent us a 10 euro voucher. Also one of the bags ordered was previously used( no tags, no packing, the shoulder strap with clear usage marks and a faint perfume on the product.
After 5 orders ( one wrong product, 3 received in broken boxes and one with a used product) we feel this is a case of customer discrimination based on order value or country of origin.
We will no longer complain ( seeing how they treat complains), but we surley not come back.”
“They do not refund money for an order that has not arrived. The support service responds with templates, without trying to figure out the situation.
The order was made on November 19, since November 25 the status of the order has not changed. On the DHL website on November 29, information appeared that the goods were located in a neighboring city and could not be delivered, since there was
no delivery address. I contacted DHL several times and confirmed this information. I had to go to the post office (in another city). They could not find the track number provided by DHL for a long time, it turned out that this number belonged to another person.
I'm tired of wasting my time looking for a package and asking for a refund, but they tell me to wait for the package. I am very upset with the work of the service and the attitude towards customers, no discounts are worth the time spent”
“I ordered leather bag in black colour and used my 10% discount voucher on that order. They sent me brown bag and I asked them if I could sent them wrong bag and they send me new correct one. They said I can only return item that I got and they can't send me the right one. The price of a bag went up for 15€ in one week and I could not get the bag for the same price as i bought it. They refuse to give me back my 10% discount voucher as well. This is their mistake, not mine and I will never shop at this web site again, and I will make sure that none of my friend do too.
So if they sent you wrong item, by mistake, you can't get the item you ordered.”
“Delivery & service
The necklace i ordered didn't come. I contacted them several times this week.
I didn't hear anything from them. I'm very disappointed”
“It's a no-no !
Alright ! I find the approach to clients UNACCEPTABLE, and unbelievably unprofessional !
I've placed an order on the 09/02/22, practically 1 1/5 month ago. The parcel NEVER reached my delivery address, rather, it returned to the BestSecret Warehouse, as I was -later- informed by one of many CS agents, following EMAILS that I had to send, in order to follow-up on the ordered items.
While asking for a refund of funds with immediate effect, and while I was told that returned parcels cannot be re-sent to me (in CY), my case was forwarded 'for investigation' !!
Following an official Complaint from my side, and after 5 business days, I still did not receive a follow-up confirmation OR reply !!
.. Still waiting on that refund ofc. What a deal !!”
“Worst experience ever with customer support. Coincidentally, after several purchases, their system blocked me because they thought it was a scam. I contacted their customer service and received a reply, on several occasions, that they can't do anything. 😂”
“all products are fake and made in Turkey, you need to google how to make the difference between fake and real tags, Turkey has thousands of years experience in faking and cheating and stealing, they have a huge mafia faking all the designer brands.”
“This Bestsecret is fraud. Dont order, i have ordered 3 orders and did not get neither of them. The customer service is telling me that my request will be forwarded to a special department every time. Every time generic answers. But no packages / no money after 16 Decemeber 2021.
Stay away, dont orders.”
“I’m currently living in Germany and delivery times are between 2-4 days. I put my Christmas gift order on the 18th (at 2am which means it could be processed on the same day) and of course it didn’t arrive on Christmas. When contacted they said: we have a lot of work so be patient. Sorry but such an answer is unacceptable in all of the other industries. After 10 days since placing the order I write to them saying it still didn’t arrive, and their answer? They answer the next day that it was successfully delivered on the 29th of December. Well, the package is still not here. Worst customer service ever! Not going to bother to buy again having Zalando or Amazon as options.”
“Worst experience! I ordered something and after waiting a week they initiated the refund procedure... Why? The answer was that SOMETHING WENT WRONG?!?”
“Absolutely disappointed! I ordered on the 7th of December and still haven’t got my package (in Best Secret page there was said that it takes 4-10 days for my package to arrive). These items were supposed to be Christmas gifts, but now I am not even sure is it gonna make it or not, I prefer not. Oh, almost forgot, they don’t answer to the emails either:)”
“Such a bad shop i have never seen.
The item was sent to wrong address, service worker at first said that my money will be refunded.
After that other worker said, that the item is sent back to shop, there is no quality problems and i will not get my money back. I EVEN DID NOT SEE MY ITEM”
“Not sure what is going on with this company but after few week of using their shop, me and my friend`s credit cards were blocked for unknown reason. Our account is still operational but none of us is able to buy anything anymore. We contacted their support and after they suggested some basic solutions like cleaning cache and uninstalling mobile app nothing helped. Bestsecret support is still not able to figure out what happened. After 1 month we are still not able to use our cards ONLY through Bestsecret. Our cards normally function at aboutyou and Zalando store.”
“The worst experience ever, I will never recommend them to my family and friends. I ordered 3 times the same football kit and received it 3 times in a wrong size.
1st I placed an order on the 4th of October in a size 146/152cm and it came on the 11th of October in a size 110/116cm, way smaller then my son. I sent a complaint, I returned the item on the 12th of October for a full refund (today is 28th and I haven’t received any cent), however they compansated me with a 10€ voucher as an apology gift, which was nice.
2nd I reordered the same item at my cost in a slighly bigger size as the size I wanted wasn’t available anymore, I paid the same amount and placed the order in a size 152/158cm on the 13th of October, received the item on the 19th of October in a size 116/122cm, completley shocked I complained again, I returned the order on the 20th of October, I contacted Best Secret in relation with this issue once again, they replied to me and compansated my account with other 10€ for the inconvenience created, I used both vouchers plus the difference and reordered the 3rd item at my cost once again (did not received the funds ever since, however I returned for a full refund). Before placing the 2nd order, I emailed them in confirming that I will receive the vouchers back if the item is sent in a wrong size once again, they promised that will be returned, however this is a lie, because I was now told that I will get the vouchers back only if I return the item and reordered it once again, which I am not going to pay once again as the upholding already my money for the first two orderes. Such a lack of proffesionalism, a total waste of time, their stock is a mess, the employees are not even checking what they are sending, the customer service ignores your emails, worst experience ever.
Order IDs: 2063838223, 2064286511, 2064640567”
