BestSecret Reviews 8

The size chart on your web is not accurate!! I returned the item but it's frustrating when a shirt arrives that is two sizes smaller!

Appalling customer support! Won't refund my returned item, even after months have passed since returning it and after numerous mails. No money hasbever been sent from BestSecret to my account and yet they keep stalling and making up refund notes (a different one each time). They have literally stolen my money. Never again!

I placed an order for several items from this company. Two expensive products were not included in my order, they were not in the parcel.

The parcel arrived slightly opened and damaged. I am not certain whether the damage during transit caused the loss of the products I ordered, as the damage was too small to the parcel itself for that to have occurred.

Shortly after receiving my parcel in this condition, I contacted BestSecret for informing them about the situation. The answer I received via email was appalling to say the least, they told me to contact DHL and make a claim through DHL for the items that I did not receive. Additionally, Best Secret added I can claim compensation from DHL for this? This is absolutely out of line, I DID NOT buy from DHL. I purchased from Best Secret.

How is this even possible? To begin with, they shipped the products, not me, thus I cannot make any claim on their behalf. I was told clearly the aforesaid by the company handling DHL parcels here locally. Secondly, I was informed the company must be legally responsible for what they ship, or should anything happen to the parcel while on transit! I’ve also read this clearly stated within laws.

I replied to that first inappropriate answer, and subsequent to that, weeks were elapsed without receiving any response whatsoever.

After some time, all I received are their automated apologies and yet, still requesting the “damage report” which cannot be done by the client, as it is something that they are legally bound to make and not the client, it is the company. It is not even within the client’s reach to request. I was told: any claim must be done by the shipper, which is BEST SECRET.

I have phoned them already 5 times. More than 2 months have elapsed and until today I am still told by Best Secret that I have to wait. Today I’ve phoned them again, they informed me my case was “escalated” on the 12 January and that I would receive a refund as soon as this is cleared up. Previous to this, after a phone conversation in December 2022, I was told I’d receive a PDF form, and upon submitting a refund or replacement of the items would ensue. Up until now different stories are told, but nothing makes sense or has any coherence whatsoever.

Should neither of the latter occur within 2 weeks, I will be taking legal action against BestSecret as it is against EU Distance Selling Regulations. The ECC informed me they can assist, but the fastest route is a legal claim via an attorney, or just requesting a charge back via my bank and credit card for not received goods!

This is a very unprofessional company. I’d not recommend them to anyone anymore. To me it seems they want to unlawfully absolve themselves of responsibility, and dismiss the client just to see whether it works. How many clients don’t want to deal with issues like this, put them behind, and this company makes tons of money this way? It is horrible how such a big company has this type of behavior.
I will be updating this case from now on, with every detail I get from Best Secret, as a journal! So that people see the type of misbehavior going on.

Avoid this company at all costs. The customer service and behavior is horrible. The Best Secret name stands for their best kept secret = “horrible surprise should anything go wrong”. This company behaves like a small inexperienced company, they do nothing but to evade their responsibility.

This is not a rant, but rather information for other people to stay away from any possible mess.

I placed an order for more than 700 EUR on Best Secret and the order arrived incomplete.
My order had missing 3 pair of shoes and 3 sweatshirts. (missing, lost or not included, who knows!)

They’re absolutely delusional as there are laws in Europe but they think they can supersede these laws and elude everything.

To begin with, I ordered 6 pair of trainers (shoes). I received a parcel box where not enough trainers would fit, especially not the quantity I ordered (and I sent them images as proof). You tell me, how can these items go missing or disappear while on transit if they don’t even fit in the box? (they can’t even be placed in the box as they do NOT fit)

Furthermore, I noticed the box was quite damaged on a corner.
(of course this is not their fault) but this is where they fail to address the problem accordingly. Until today 10 AUGUST) I don’t have a solution.

22 July, order placed

28 July, I reported the problem to the customer service via phone. I was requested to send them images of the items received and the irregularity of the box. Same day request fulfilled and images submitted.

29 July, they acknowledged the receipt of the images.

03 August, As there was no solution, I phoned them again. The gentleman on the phone told me I’d receive a pdf form shortly after via email (which I did). This way, I’d receive a refund within 3 business days. I filled it and forwarded to Best Secret the same day.

08 August, NO REFUND so I made a follow-up via phone. I was just told “it would take a few days until I am contacted again” and “your issue has been escalated, sir.” (to who? I have no idea), and little do I care because they do NOT provide a solution to this matter.

10 August, another follow-up via phone from me. A bunch of non-sense gibberish was told on the phone by themselves: “Wait a few more days” “just a few more days”. Again! NO SOLUTION and NO REFUND.

These people are lying. They do not want to send correctly the items you purchase, or replace them if truly necessary, or refund you when it is a MUST.

Every time I phoned I was told “a few more days”.
Up to this date there is NO REFUND. I do not have the items I ordered, I do not have a solution.

It is atrocious how this company wants to be (or sound like) an elite company with an invite-only ideology. The management is an absolute disorganized nightmare and mess. Their answers are dishonest and misleading every time you phone them, and every bit of their communication is absolutely cunning. The customer service is simply mediocre, unprofessional and uncommitted , they will shower you with ambiguous excuses and nothing concrete, EVERY SINGLE TIME.

There are laws that should not be circumvented!! There is also credit card protection too (and governing laws). This will be my legal exercise as soon as possible within this week, I will not let them take my money!

12 AUGUST UPDATE: I phoned the customer service again. They have no solution whatsoever up to this date. "all I can do is forward this to the relevant department" "in the beginning of next week you might be contacted" (as told EVERY TIME). It's been 2 weeks since the complaint (and 2 weeks was the timeframe for a solution).

12 August Update afternoon: received a response via email stating a refund would be provided within their "next payment run". However, 36.59 EURO were still missing from their mentioned and confirmed amount. Clearly a calculation mistake. I responded shortly after during the day mentioning their mistake, and never received a response via email.

17 August: Received a refund, but still missing 36.59 EURO !! how can such mistakes occur within their accounting.

19 August: Since they do NOT answer emails, I phoned Best Secret regarding the missing amount. I was told via phone I'd be contacted back via email (despite never replying to my previous email. Phone calls have costed a lot already. More than 70 minutes in total)

PS: I will be updating this thread accordingly!

All these reviews here are fake. Click on any of them and you'll see the 'sender' has just spammed the company name all over the place. I would AVOID at all costs.

delivery was a little slower than expected but it was free, so i can't complain too much.. very good prices too for big name brands

It looks like this company is a Best Secret! I discovered them by accident and none of my friends shopped with them before.

I have made with them quite a few purchases and so far no awkward incidents. All items are original and of good quality. I did not return any (!!!!), but, i should say, I was buying the brands I know well. Everything has been delivered on time. Btw, delivery for over £25 order and returns are free they say on the web-site.

I just hope that the return process is as easy as ordering and delivery.

So far, 5* for me. Thank you BestSecret! With this review you won't be a secret anymore.