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SecretSales
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secretsales.com
secretsales.com

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1.1 45 Reviews

How responsive is SecretSales's customer service?

1 Resolved
44 Unresolved
Very poor 🤒
We don't know much about how SecretSales handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with SecretSales and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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SecretSales reviews and complaints 45

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D
9:25 am EDT

SecretSales Customer service team

My order did not arrive from courier company from secret sales!.. I contacted them and they have accepted full responsibility but told me to contact secret sales to let them know and give them a code to move it to me either being refunded or getting another jacket as I have paid £100 for this item. I have emailed secret sales 4 times with no reply over the past 10 days and have tried their online chat .. but it doesn’t even take you to an online chat it just directs you to them giving you questions and doesn’t lead any further. This is by far the worst company I have ever dealt with and I am £100 out of pocket with no Jacket and no communication from either Evri or secret sales.. I want my £100 back and don’t want to deal with this company agin.

Desired outcome: Refund

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12:57 pm EDT
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SecretSales Esos order

I bought few items from secret sales by esos on the 6th of August 2023 it was was supposed to be delivered between 9th and 11th of August 2023, i've attached a picture,it's never arrived, because i have cameras in my house, everything posted at my address i can see,i asked for proof of delivery for me to locate the parcel, they sent me a picture of the outside of my house without a package i attached a picture, i tried to contact them, you chat with a robot who tells you someone will be with you in 14mins which never happened, they use a very unreliable delivery service and fell to look into the matter, very bad customer service.very disappointed, they charge for delivery therefore they should ask the customer what should be use to deliver their order if they can't be bothered to question their carrier, its their responsibility to chase them for using them.

Desired outcome: I would like them to look into the matter and really find out what happened to the parcel and refund and an apology will be appreciated.

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3:28 pm EDT

SecretSales Delivery didn't arrive

Dear Sir / Madam,

I am writing to you to raise an issue about: Online Shopping

The issue that I have experienced was:

I ordered the YA-MAN Bloom 5 at 19th, July, and paid £599.25. The estimated delivery date 22-24th,July.

But until now, I don’t have any info about the delivery , and don’t have the tracking no.

I tried to contact the customer service via email, via online chat ,

but always auto-reply, with the same content and repeated the same thing, always said they will be back to me as soon as possible, but actually they NEVER get back to me, they didn't do anything.

It made me feel very frustrated. Its very bad experience of online shopping.I want to get the money back. As I will be traveling abroad soon, I need to cancel the order, and get the refund.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Registered email address [protected]@gmail.com

Order number Order # m001984642

Yours faithfully,

Huiping Wu

Desired outcome: get refund

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Is SecretSales legit?

Our verdict: SecretSales's legitimacy, as determined by Complaints Board, strikes a balance between trust and caution. This nuanced position suggests that while SecretSales may operate with some level of legitimacy, users are strongly advised to undertake their own verification processes, reinforcing the call for a cautious but informed interaction.

SecretSales earns 51% level of Trustworthiness

Average Trust Update: SecretSales assessed by Complaints board with 51% credibility. Caution advised for personal and financial details.

We found clear and detailed contact information for SecretSales. The company provides a physical address, phone number, and 2 emails, as well as 6 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Secretsales.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Secretsales.com you are considering visiting, which is associated with SecretSales, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several positive reviews for SecretSales have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

SecretSales website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • SecretSales protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We found that the website SecretSales is based in a high-risk country and appears to be selling well-known brands at unusually low prices. This could be a sign of potential fraud or counterfeit products.
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A
1:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SecretSales Men loafer and ted baker sock

m001975161 that my order number.

I placed an order and it was cancelled. My card was charged the value of 39.98

I have tried reaching out to them on love chat and messager. it has been 5 hours with no response from a single agent. Jt is really absurd and annoying that no one really lay any attention to the need of the customer. Never again will I purchase from this website again.

Desired outcome: Someone response and hopefully process a refund

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9:09 pm EDT
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SecretSales Secret sales ignoring all emails and have not issued return refund

I placed an order with secret sales to the value of 240.00. 7 items were not suitable, so I returned the items. This was on the 22nd June 2023. They say returns are processed within 10 days. It is now coming up to one month. My entire balance has still been charged via Clearpay to the value of 240.00. I have emailed 3 times, sent messages via their online chat 8 times and sent a message on fb messenger and nothing has been replied to. The online chat I believe is fake. It says that someone will respond within 7 minutes, but I’ve had it open 3 hours before and no one responds. I just want to be refunded. How do I go about getting my money back if no one will contact me?

Desired outcome: Refund given.

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8:50 am EST
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SecretSales not responding to any emails.

I put an order with 2 items from this company, for the value of £89.00

The order number is #M001436977

Received my order on Friday 9 December 2022,

Straight away, not happy with the quality and I decided to return it back.

Tried to follow instructions about return, no option for return.

Tried to send many emails, had many logging and issued many tickets to acknowledge my request

Ticket Number 421665

Ticket Number 425984

Ticket Number 427002

And still, no one sent an email for any response for something really simple, i need to return my order and all the information i have is cost me £3.50 *x 2 because items should be return it separately.

I am not happy at all and i ll never use this website.

Desired outcome: i would like my money back.

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4:50 pm EDT
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SecretSales Thieves

Thieves. Ordered a hoodie and was sent gloves. Customer service are useless. Said they would contact me again on Saturday but didnt bother. Have had to open a dispute on PayPal. Stay well away from this company. It needs to be shut down and its employees either massively fined or put in jail for deception and thievery. Ill need to go through legal channels to retrieve the money Im owed as this company will not refund me or send out the correct item. Employees of this company need to ask questions of themselves if they are happy to work with such a dishonourable, and deceptive business. I despair that reprobates such as the CEO, managers and employees such as those of Secret Sales exist in the world. Possibly the worst company Ive every dealt with.

Desired outcome: Full refund of £35; send a courier to collect the wrong item they sent me because no way am I paying the return postage of £3.50 for their mistake.

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K
8:26 am EST
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SecretSales supply of Ted Baker waistcoat

This about the 3/4thtime I have tried to contact Secret Sales. eventually I did manage to contact your employee FATIMA who sent me a return postage label to which I returned the item. I originally ordered a X large size Ted Baker waistcoat but received a size S Small. This has been returned as requested by FATIMA bur unfortunately I received a replacement package today with exactly the SAME size replacement size Small. WHAT IS GOING ON. I WANT A EXTRA LAGEG SIZE or PLEASE refund my £20 .00 This is the last time I will contact you before I post letter to your C.E. O. Please get FATIMA to phone on [protected] to sort this out immediately Thank You Keith Newby

Desired outcome: REFUND £50 to cover cost and stress etc.

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A
Aura Matei
London, GB
Jan 30, 2023 10:52 am EST

Secret sales is Rubbish!

I’ve returned 2 items worth £140 and only been refunded half of the amount, after trying to contact them repeatedly I’ve decided to contact my bank to cancel the payment towards them . They’re thieves

I would advise everyone to stay away from their website

ComplaintsBoard
M
4:12 pm EDT

SecretSales Order number 4723460 not received I have not received refund???

I never received my parcel - sketchers shoes. I was promised on 7th July 2021. I had an email from Nicole customers success advocate saying: it looks like your parcel was lost in the post. She said I have processed a full refund today this was 7/7/21. I have not received a refund? I ordered and paid for goods on 27th June! No refund why? I paid by PayPal. It is now the 19th July and no refund.

Items not received women's sketchers go walk joy shoes black size 5
Address LU54PL. No 13
Tracking code [protected]
Please contact me back as I have contact customers sale a week ago via email no reply and no refund.

Wendy Fisher

Desired outcome: Refund as promised

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3:33 am EDT

SecretSales Parcel was left under someone's car on street.

Tony Baker No:4540157 I didn't receive one of my parcels only does ask them multiple times where it was. The courier had a picture of where they left it. Under someone's car in the street. They said I had to fill out a dor form which I ask for multiple times. When I received it and signed & sent back the form, they said it was too late. And now they are ignoring my emails.

Desired outcome: Would like a refund.

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1:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

SecretSales Items not received.

I placed an order on the 6th of december for a love urban beauty 51 piece vanity set order confirmation 4444711 to be delivered between 9-11 December.
However, no tracking has been given with this item and I've emailed secret sales countless times just to be ignored after given a useless automated email with a ticket stating how important their customers are
The beauty set was a gift for my 11 year old niece for Christmas so I've had to replace it with something else now so ultimately I want a refund.
If this way does not work I will be reporting this to ombudsmen as this is no way to treat people

Desired outcome: Refund

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L
8:46 am EST
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SecretSales White converse delivered faulty

Received item covered in yellow stains been told I have to send them back to 3rd party at my own expense then may get a refund. Don't believe this is a proper company. Asked for part refund for faulty item but its nothing to with secret sales. Asked for head office and complaints procedure and will not provide this.
Refusing any help whatsoever so this is my only other option.

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11:47 am EDT
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SecretSales Refund

I returned a pair of prada sunglasses, the return was received and signed for on the 4th august 2020. I have tried ringing, no answer, emailed several times and received an answer to say they will be in touch and have heard nothing to date. I paid by clearpay and they continue to take my payments even though I am now paying for something I do not have. Please help me to try and get my £160 owed to me from secret sales as I really do need the money to be refunded to me in these desperate times. Thank you

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7:04 am EDT
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SecretSales I ordered two items 4255065 and 4255066

I have ordered two items. You do not have my door number, so how the hello can you send the items I ordered. I called so many times but no answer, I emailed so many times. I did try to edit address but unfortunately it did not work. I will take this further if you do no contact me now. It states one item has been dispatched and that I can return it (how when I have not even received it). You need my full address. Contact me asap. Either give me a full refund or post me the 4 items I ordered and paid for.

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7:00 am EST
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SecretSales Return - customer services

I received a bin and it was damaged so had to return so I contacted Customer Services and they asked if I could take it to the Post Office as it was too big to go back the normal way. I did this and the postage was £19.88 so sent the receipt as specified by Customer Services as proof of postage and cost which I had been told would be re-imbursed. Numerous emails back and forth as I hadn't been reimbursed then they reimburse me £5.95 no where near the price of postage then I sent more emails and they have totally ignored all emails since. Absolutely disgusting service!

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R
3:17 pm EST

SecretSales shoes and accessories

Hi

I placed an order on the 26th of December.
I did not receive an email to confirm my order or a text however the money has been deducted from my account.

I have received 1 item out of 7.

No contact has been made to inform me why there is a delay and when delivery is due!

This service is terrible. I am very disappointed!

I had some gifts to give this week. Nit knowing delivery would take forever.

When will i receive my items.

Such poor service!

[protected]@gmail.com

Regards
Rahila

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4:05 pm EST
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SecretSales bag

STAY CLEAR ordered bag in November delivery for 18th December, no updates no reply to e mails, called and was told would be delivered in January, appalling service, no communication no updates nothing. Disgusting service although wouldn't call it service. Never use again. Typical company take your money and then ignore you, this will be put forward on all social media services. It has put me off on line shopping with this kind of treatment

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11:52 am EDT
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SecretSales refund

I returned my suitcase as it was faulty that was 3 weeks ago I received a message from Gayle Gray to state this would take 14 days but we have heard nothing and she is not replying to my e-mails even though it started I can re-open ticket my order no was 4052811
I would certainly expected better service from your Company
Mrs Nicola Gifford
Jane.[protected]@hotmail.co.uk

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Update by Nicola Gifford
Oct 30, 2019 11:58 am EDT

Regarding. My return of order no4052811 should I not receive my refund within 10 days I will instruct legal action as I have noticed complaints regarding your refund procedure it seems you are not willing to comply with the emails you have sent which I have saved for reference you have not even had the decency to reply to my emails
Mrs Nicola Gifford

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8:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

SecretSales refund not given

I placed an order on 18 May; the goods were despatched to me at the end of May. Unfortunately they were not suitable and I returned them on 30 May, with Secret Sales accepting that they were received by them on 3 June. To date, I have received no refund. I have made numerous telephone calls and also some emails to try to resolve this matter. Apparently, when the goods were returned, they were sent (by Secret Sales) to their warehouse instead of directly back to the supplier. Although it is their error, I am being penalised for this by being forced to wait - to date - over 1 month for my refund. I have been getting absolutely nowhere with the issue; I get automated email replies or no replies to emails or telephone calls with any updates. All I am asking for is a refund …. there should not be this type of delay. It is shockingly bad customer service.

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5:57 am EDT
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SecretSales customer service - order not received

Appalling Customer Services and order not delivered
I have been using this company for years and not had any problems previously however my most recent order has not arrived (order placed over a month ago)

I have tried calling the offices several times and either been hungup on by members of staff (who cant be bothered to assist) or just got no answer on the number.

The customer service I have received so far is appalling and when I did manage to get through to someone (Tyler Roberts) they said they would call me back with an update which did not happen

I then called again the next day to be told (by the most efficient member of the team yet -Tyrone) that the order had not even been received by the warehouse and he had not been able to locate my order/product but would come back to me.

My CS ticket was then closed at 10pm the same night although I have not had any update, refund or explanation as to the whereabouts of my goods.

I am infuriated by the appalling level of customer service I have received from this company and do not think I will be purchasing from them again as companies such as Brand Alley/cocosa never treat their customers in this manner from my experience.

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Contact SecretSales customer service

Phone number

+44 345 873 9522

Website

secretsales.com

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