BESTSECRET Reviews 

Answer of the worst webshop!

Antwoord van Bestsecret
5 minuten geleden
Hello!

Thank you for your feedback, and we apologise for any inconvenience caused. We have not received any further feedback from you, which makes it difficult for us to help you further. If you have any questions or need further assistance, please feel free to contact us.

Have a nice day!

Team BestSecret

I have been testing and emailing and then they have the audacity to say that I didn’t respond!!!!

Maybe go check in your wear house who stole the 2k item!!

I will take legal actions!!

My first experience and it has been very disappointing, I received the dress I wanted for my degree ceremony in conditions I never thought possible, The size is somewhat larger than normal, since I usually make purchases online and I am always a size L, this could be indicated in the comments, then, today I received an email from customer service in which they request a video or photos, I try to send it and bounces "We couldn't deliver your message" I just hope to have the amount paid back soon. I'm not sure if I will try to make a purchase again.

As of today, 05/03/2024, I have followed your instructions according to your response and I have obtained the same result... We couldn't deliver your message. To the mail service@bestsecret... We couldn't deliver your message, The garment was returned, I hope to have my refund soon and without a doubt I will not buy or recommend it again.

very very bad service, you can not trust them!! I ordered 2 things, received only one, the box was opened en sealed with tape end now Best secret das not pay for the damage. I just lost my money and please think 10 times before you ordering anything by Best secret

Really struggling. Ordered while in Portugal. Generally the things I have bought have been great and good quality.

But the returns is so disappointing. The return system isn’t great. They generate a shipping label for me which is for the local post office. Then the post office takes it (doesn’t issue a receipt) and forwards it to DHL.

2 of my returns reached them late, and 2 of the returns have disappeared. It has been more than 6 months I am in touch with customer service.

They keep asking me for the DHL tracking number… I don’t have one! Then I give them the local post office number best secret provided to me, and the post office says those numbers don’t exist and no such package exists.

I am going in circles and I want my money back!! Once you call customer service they cannot let you talk to a manager or anyone senior. They make a ticket and someone will email you. Then you explain it all again.

I am a diamond customer. Very disappointed

They sell things at their original price with fake discounts; it's a scam.
E.g. something in the shop is listed at €200 with "50% off"; so the price comes to €100. However, if you look up the product at a normal vendor the real price is €100, not €200.

Hey, i returned to the dropp off point my item for 175€ and 14 days left ,I didn't receive payment yet. So I don't have item and money. So bad service and I am diamond client.

Purchased the goods from this webshop. Part of the goods I have returned to the shop, but never received money back. Several times contacted the customer service, but they just provide with a feedback that they did run the transaction at their side and they do not support further!

I returned some shoes in June from Best Secret. They were faulty. A few days ago I got a pair of shoes returned to me from them saying that I was claiming in my returned order to have returned some other shoes that weren’t from Best Secret and I would not get a refund. The shoes they sent they said I had sent them. I contact customer service and tell them and they say they don’t match the ones in the order - which is true. But I never bought any shoes of the brand anywhere else and Best Secret is suggesting I have got mixed up. I have suggested they got mixed up now and sent me back a random pair of shoes. I have spent thousands with them and normally they are good. But how can I prove I didn’t buy any shoes anywhere else and returned them in a senile moment to Best Secret? If the shoes don’t match, perhaps Best Secret had a little mix up at its warehouse and didn’t process the correct returned shoes I’d sent? I also don’t have the refund yet for the shoes I returned.

I have ordered un article and they sent a wrong one, i have contacted them they offered me a 10€ voucher and told me if i return back the item and reorder it i will receive the right one so i did it and i have received the same wrong article again! And when i mentioned to them they just said the same thing as first time with a 10€ voucher! Really Disappointing ! Hope you check the reviews before affiliated with bestsecret!

I made an order with an extra 10 procent discount. (Via the wheel of fortune they have last couple of weeks, nice !). The order was sent by DHL but my order was sorted incorrectly by DHL so it was on hold and therefor I never received it. DHL told me that the seller has to contact them for additional information. I contact Best Secret about this and they said they would start an investigation that might take 2 weeks. Luckily I got a reply after a couple days saying they contacted DHL and asked for more information and that they transferred my money back to my account. I then asked but what about my order? Answer: when DHL sent it back to them it will go back in stock, so I need to keep an eye on their website. This means, if I'm lucky,I can rebuy my own order again..of course for a higher price. They can't resent my order was the answer!

Terrible customer service. I used to order quite a lot from best secret, this time i had to return 2 things because they were damaged. Took me 1,5 months to send them back due to an isue on the return page. After that they only refunded 1 product. They will not send a refund for the other product, this is basicly theft. The emails of the customer service are also one of the wors i've ever seen. They are not reading their emails and respond with a standard mail. They lost me as a customer. Also, the quality is horrible lately, do not shop here!

Today i’ve got my guess shoes. I am jot sure if they are real, look like replica. A lot if glue everywhere. I will attach photos, so you can see. Explain me please if this is real guess and if yes, why quality is so low.

Ordered some jackets from Best-Secret, item came in 1 day too late although that’s forgiven

Great company after all

First of all they sent me the wrong product
Second of all, the package arrived at them 26 days ago and I still don't have my money back, how much do I have to wait to get my money back ?

It is month now they confirm money is returned however, i still dont see it. Customer service is very useless

NON delivery pending from December.
NON delivery pending from December.
I have never experienced a negative customer journey as this. 2 orders from December never arrived, this was issued and has been pending from then with 0,0 follow up.
I have send 27 reminders and they just get ignored.
I have called in 2 times this week and even than they cannot give any update or solution and make promises; I would receive the outcome within 30min.
0,0 follow up until today. I am, like they like to categorise it, a "preferred GOLDEN" member, but this only counts when you are spending enough money.
When there is a problem, BestSecret calls it a day!

I have been one of the loyal customers of best secret for almost two years and I do almost all my shopping from there! Everything was perfect until I realized as a gold and diamond member who has two super active referrals I should have received commissions but I have received nothing!!! I sent an email asking for that but I did not receive a reply. Best secret deserves a five star but when I don’t receive what I have been promised and as a loyal member I’m not appreciated I can’t give it more than two stars!

They are not returning my refund and it's already past the period they should have done it. The support is also useless as all they can say is to contact your credit card issuer.

I am very happy with this webshop. They have a great range of clothing and accessories, in various sizes and styles, for often very attractive prices.
I usually get my order delivered within 3-4 business days (to the Netherlands).
Returning is free, though one has to have a printer, to print the return lable.
Creating a return, following the status of delivery, and f.e. tracking the return on its way back, all goes really easy in their app.
It takes about a week until the return package gets back to their facility (Munich), then up to a week to process it, after which you get a confirmation e-mail; and the refund is usually there already the next day (though officially it can take up to 5 business days).
I had to use the complaint procedure once (regarding a small defect in an item), and it went really easy through the complaint form - again, in the app. The answer from the customer support team was there within 4 hours. I've got a choice in problem solution, and I'm glad about how the problem was settled.

Bestsecret.nl - This is one of the most customer-unfriendly and irresponsible webshops working in Europe. They sent me a sweater with a big plastic security tag attached to it. When I complained their customer service representative rudely responded that I "am welcome" to just search for a local shop in order to remove it. Rude and unhelpful. Zeer slechte klantenservice, slechte winkelervaring.