Absolute Rubbish! On arrival went straight into the bin. Wasn't going to embarrass myself or insult my partner by offering her such a poor quality and obviously badly copied piece of erotic lin... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
4 things ordered - 1 incorrect item sent, 1 poor fit, 2 poor quality! If you like speaking to AI robots for customer service then this is the company for you.. say all the right things in their respo... See more
Company replied
Terrible scam business. Definitely not from the Netherlands and from poorest quality and worst manufacturers from China. Initiated the return process to get a full refund initially and offer... See more
Company replied
I was sent lingerie a few months back that was all different sizes as it’s from china!!! They looked pretty but I needed to contact them to send some back I’ve heard nothing still got lingerie I bou... See more
Company replied
1.5
Bad
288 reviews
Replied to 81% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Terrible
Ordered an item last month and have not received it yet. After chasing up, I found out that the item was delivered to another location because the label was wrong. There is no customer service and no refund yet — terrible scammers.
3 December 2025
Unprompted review
Reply from Secret cocos
Hi Kian,
We’re really sorry to hear about this — we completely understand how frustrating this situation must be, and we sincerely apologize for the experience you’ve had.
We’d like to look into your order and help resolve this properly. Please contact our customer support team at support@secretcoco.com
, so we can check the delivery details and assist you further. Our team is available during business hours and responds within 24–36 hours. You can also reach us via our contact form here: https://secretcoco.com/pages/contact
Thank you for bringing this to our attention — we hope to make this right for you.
Kind regards,
SecretCoco Customer Support
I was sent lingerie a few months back…
I was sent lingerie a few months back that was all different sizes as it’s from china!!! They looked pretty but I needed to contact them to send some back I’ve heard nothing still got lingerie I bought for my girlfriend the wrong size would never buy from here total scam and really disappointed better shops to choose just look on the internet.
Very poor and never shop here again
25 January 2025
Unprompted review
Reply from Secret cocos
Hi Simon,
Thank you for sharing your feedback, and I’m genuinely sorry to hear about the frustration you’ve experienced. I completely understand how disappointing it must be to receive items in the wrong sizes, especially when they were meant as a gift. This is absolutely not the experience we want for you.
Please rest assured that we do not source or ship items from China, and I’m truly sorry if things came across that way. We have our own manufacturer, and our store is based in the Netherlands.
We also don’t have phone support, but our customer support team is always available via email during business hours and responds within 24–36 hours. If you reached out and didn’t hear back, it may be due to emailing the wrong address — please make sure to contact us at support@secretcoco.com
so we can locate your message and help you right away.
Since you still have the lingerie, we would really like to sort this out for you — whether that’s checking return eligibility or exploring the best solution for you.
Please email us at support@secretcoco.com
and we’ll take care of this with priority.
Once again, I’m truly sorry for the inconvenience you’ve been through, and we’re here to make things right for you.
Don't buy from them .. is not a real page, just models on their pages
Don't buy from them ... is not real
They took our money and never delivered the parcel. After one month of trying to contact them, just after threatening them with legal charges, they finally replied, asking to return the parcel to get our refund ... the question is... how can we get our refund if there is no parcel???? LOOKS LIKE A SCAM. Don't buy in here!
9 November 2025
Unprompted review
Reply from Secret cocos
Hi Anna,
Thank you so much for taking the time to share your experience, and I’m truly sorry for the stress and frustration this situation has caused you. I completely understand how upsetting it must feel when you’re waiting for an order and communication hasn’t gone the way it should. Please rest assured that we are here to help, and this is absolutely not the experience we want for any of our customers.
First, I want to reassure you that SecretCoco is a real store, and we do have a dedicated customer support team—no phone support at the moment, but we always reply via email within 24 to 36 hours during business hours. I’m very sorry if it felt like you were not being heard.
Regarding your parcel, if you still haven’t received it, please reach out to us directly at support@secretcoco.com
so we can urgently check the status of your shipment. If you’re not seeing our replies, please ensure you are emailing the correct address or use our contact form here: https://secretcoco.com/pages/contact
. Sometimes emails land in spam or may bounce, and we definitely don’t want that to happen.
If your order was never delivered, you do not need to return anything. We will check your tracking, verify the status, and take full responsibility from our side. Once confirmed, we will work with you to provide the proper resolution and make things right.
Our store is based in the Netherlands, and our return address is also located there. We genuinely care about our customers, and we’re committed to resolving this for you as quickly as possible.
Please contact us so we can prioritize your case immediately.
Thank you again for bringing this to our attention, and my sincere apologies for the frustration caused.
Now I get what the hype is about
Now I get what the hype is about. They actually thought of real body shapes. Respect. It fit perfectly and made me feel amazing!
3 September 2025
Unprompted review
Reply from Secret cocos
Hi Camilla,
Thank you so much for your wonderful review! We’re thrilled to hear that the fit was perfect and that it made you feel amazing — that’s exactly what we hope for with every piece we create. It means a lot to us that you felt seen and supported in your natural shape. Your kind words truly made our day!
Thank you again for choosing SecretCoco 💛
Avoid this company
4 things ordered - 1 incorrect item sent, 1 poor fit, 2 poor quality! If you like speaking to AI robots for customer service then this is the company for you.. say all the right things in their responses… then does none of them!!
Similar to other recent reviewers am further out of pocket for return shipment to china, only for it to be rejected due to incomplete address supplied, only to find out later their returns warehouse is in the Netherlands?!? 6months later, still promised £161 refund, but nothing to show for it.
18 September 2025
Unprompted review
Reply from Secret cocos
Hi Claire,
Thank you for taking the time to share your experience, and I’m truly sorry for the frustration, disappointment, and inconvenience this has caused you. Reading this, I completely understand why you’re upset — you deserved clear communication and a smooth resolution, and it’s very clear that we fell short here.
I also want to sincerely apologize if our replies felt robotic. We never want any customer to feel that way. We do have a dedicated customer support team, and I’m sorry for the confusion in how your case was handled.
Regarding the return, I’m very sorry for the misunderstanding. Our store is located in the Netherlands, and our return address is also in the Netherlands. We want to look into why you were given conflicting information and ensure this is corrected immediately.
Most importantly:
Please reach out to us directly at support@secretcoco.com
so we can urgently review your order history, the return attempt, and the refund of £161 that you were promised but never received. Our team responds within 24–36 hours during business hours.
If you’re not seeing our replies, please double-check that you are emailing the correct address, or use our contact page here: https://secretcoco.com/pages/contact
.
You’ve been dealing with this for far too long, and we want to resolve it properly.
Thank you again for bringing this to our attention, and my sincere apologies for the long and stressful experience you’ve had.
The items didn't fit
The items didn't fit, and had to be returned to China! This took weeks and weeks and then the items were refused at the returns address in China. I am still trying to get a refund and they keep fobbing me off and I am £75 out of pocket including the return postage to China. Very poor experience I would never order from this company again as it is much too difficult to return items that don't fit and to get a refund.
17 August 2025
Unprompted review
Reply from Secret cocos
Hi James,
We’re very sorry to hear about your experience. We completely understand how frustrating it must have been to deal with an international return and the delays caused by customs. While our return center is based in China and customs clearance is unfortunately outside of our control, your refund process should have been handled more clearly and promptly from our side.
We take your feedback seriously and will review how we communicate return steps to ensure this is clearer for future customers. Please reach out to us directly at [support email] with your order details, and we’ll personally look into your case again to see if there’s a way we can resolve this for you.
Kind regards,
Secretcoco Team
Awfullllllllll company
Awfullllllllll company. Avoid!!! Item took forever, no longer needed, returned, to China, at £20 cost to myself. Got rejected at customs, as I had proof of everything - tracked receipt, copy of label etc etc they PROMISED to issue refund, again and again, said it was in progress for WEEKS. Absolute liars. Came to the point of asking for a realistic time frame to get wrapped up, to them then refusing. Absolute joke of a company. It’s the stringing along and lies as to why I’m writing this. £80 out of pocket. Horrible company.
6 August 2025
Unprompted review
Reply from Secret cocos
Hi Kirsten,
We’re truly sorry to hear about your experience — this is never how we want our customers to feel. We understand how frustrating it must have been for your return to be rejected by customs and for the process to take longer than expected.
While our return address is based in China and international customs regulations are outside our control, our team should have communicated more clearly and promptly with you. We take your feedback seriously and will review how we handle return timelines and updates to ensure better transparency moving forward.
We’d like to take another look at your case to see if there’s still a way we can resolve this for you. Please reach out to us at info@secretcoco.com with your order number so we can personally follow up.
Kind regards,
Secretcoco Team
THIS COMPANY IS A SCAM
THIS COMPANY IS A SCAM
I've never had a worst customer service. I ordered my purchase on 18/05/2025. It has now been 72 days. I have not received the order. A month ago I said I want a refund. They finally said they processed 14 days ago. I have not received my money back. Total scam. I will take this to the authorities. This is outrageous.
18 May 2025
Unprompted review
Reply from Secret cocos
Hi there,
I’m truly sorry for the experience you’ve had — I completely understand how upsetting this must be. Waiting over two months without clear resolution is not acceptable, and I sincerely apologize for the delay and frustration caused.
Please know that this is not a scam, and we are committed to resolving this for you. If your refund was confirmed but hasn’t reached your account after 14 days, there may have been a processing issue or a mismatch in payment details.
To get this sorted immediately, please email us at support@secretcoco.com with your full name and order number. We'll escalate your case as a priority and make sure your refund is tracked and finalized.
Our customer support is active during business hours and always responds within 24 hours. If you're not seeing our responses, please ensure you're emailing the correct address and check your spam or junk folder as well.
Again, I’m very sorry for the inconvenience and stress this has caused. We’ll do our very best to make this right.
Warm regards,
SecretCoco Team
Total scam.
Total scam.
Product was cheap junk, nothing like advertised. Refused to refund me. Do not waste your money on Secret Coco.
They offer discounts on your next order or a refund of about 30%. They refuse to fully refund.
1 July 2025
Unprompted review
Reply from Secret cocos
Hi there,
We’re truly sorry to hear that you’re disappointed with your experience. That’s never the impression we want to leave. We take product quality and customer satisfaction seriously, and we’d love the opportunity to make things right.
Please reach out to our customer support team at support@secretcoco.com with your order number. We’re here to help and will do our best to find a fair solution for you. Our team is available during business hours and responds within 24–36 hours.
If you’ve already contacted us but haven’t seen a reply, kindly double-check that you used the correct email or contact form here: https://secretcoco.com/pages/contact.
This is a drop shipping website from…
This is a drop shipping website from Shein - same products however 80x the price.
1 July 2025
Unprompted review
Reply from Secret cocos
Hi there,
Thanks for taking the time to share your feedback — we’re truly sorry to hear that you feel this way.
Just to clarify, while we understand there are similar styles available on the market, we work directly with our own trusted manufacturer to ensure the unique fit, quality, and fabric that match the SecretCoco standards. We're not affiliated with Shein in any way.
We stand by the value we provide — from our curated designs to personalized customer support and flexible size exchange options. However, if you had any issues with your order or would like assistance, we’d be more than happy to help.
Please feel free to reach out to us directly at support@secretcoco.com with your order number, and we’ll do our best to resolve your concern.
Warm regards,
SecretCoco Team
Expensive yet poor quality looks cheap…
Expensive yet poor quality looks cheap and tacky.
1 July 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear that you feel disappointed with your purchase. That’s certainly not the experience we want you to have.
We work with our own manufacturer and always aim to deliver products that meet both quality and design standards. However, we understand that expectations can vary, and we sincerely regret that this item didn’t meet yours.
Please don’t hesitate to reach out to our support team at support@secretcoco.com so we can look into a possible resolution. Whether it's a return, exchange, or other options — we’re here to help and want to make this right for you.
Dreadful company
Ordered bra set and sizes were completely wrong. Bra to small despite being medium, corset to big. Disaster! Website claims to accept returns....BS! Asked for larger bra and they said not possible as only sold as set. Would not accept return and after weeks offered 50% money back. Complete waste of time and money. Dreadful company.....do not go near them.
6 May 2025
Unprompted review
Reply from Secret cocos
Hi there,
We’re truly sorry to hear about your experience, and we completely understand your frustration. This is definitely not the impression we want to leave with our customers.
Our lingerie sets are sold and handled as a complete unit, which is why individual item exchanges aren’t possible — a policy clearly noted on our site. However, we recognize how disappointing this must have been for you, especially with sizing issues involved.
Please know that our support team is always here to help within the guidelines of our return policy. We do offer return options for sealed sets and try to provide fair alternatives like partial refunds when returns aren't possible.
If there’s still anything we can do to make things right, please reach out to us at support@secretcoco.com — we want to help resolve this in the best way possible.
Bought an item for over £40 only to…
DON’T believe the great reviews on here.
They are fake!
Read the real reviews before you buy from this company.
I miss I had!
BI recently bought an item for over £40 only to then find it on SHEIN for £1.50 so I tried to return the item only to be told it wasn’t the same.
It is the same item and Secretcoco uses their product photos.
They offered me a discount which I refused.
They finally sent me a Chinese returns address which I complained about as they were presenting themselves as a company from the Netherlands EVEN here on Trustpilot!
I believe they do this so potential buyers are not scared off.
They kept on insisting the Chinese returns address was stated in their returns policy page in their website which is a complete lie.
I have handed it over to my Credit Card company.
Companies like this should be banned from trading online!
26 May 2025
Unprompted review
Reply from Secret cocos
Hi,
Thank you for your feedback, and we're truly sorry to hear you’re disappointed.
We understand your frustration and want to clarify that while some items may look similar online, we work directly with our suppliers to ensure quality and accuracy in our products and photos.
Our return address in China is stated in our Returns Policy, and we're always happy to help clarify any concerns. We never intend to mislead and are reviewing our communication to improve transparency.
If you need further assistance, please feel free to reach out directly — we’re here to help.
Warm regards,
SecretCoco Customer Support Team 🖤
Terrible scam business. Stay away
Terrible scam business. Definitely not from the Netherlands and from poorest quality and worst manufacturers from China.
Initiated the return process to get a full refund initially and offered 20% and had to go through PayPal multiple times to even start the refund process.
After 3.5 months of sending back and waiting, the return parcel magically bounced back.
Reached out to customer service and blamed it on the custom clearance when the tracking was showing it was cleared and went to multiple locations in Shanghai.
Stay away from this scam business. I repeat stay away.
2 June 2025
Unprompted review
Reply from Secret cocos
Hi,
We're very sorry to hear about your experience and completely understand your frustration.
We do process returns at our warehouse in China, as stated in our policy, and we regret that your parcel was returned despite tracking progress. Customs delays are unfortunately outside our control, but we’re happy to investigate further if you'd like to provide updated tracking details.
We never intend to mislead — our goal is always transparency and customer satisfaction. If there’s anything more we can do to assist, please reach out to us directly.
Not the quality I wouid have expected…
Not the quality I wouid have expected for the price and courier held onto the parcel for several days before delivering to me
4 June 2025
Unprompted review
Reply from Secret cocos
Hi,
Thank you for your feedback, and we’re sorry to hear the item didn’t meet your expectations and that there was a delay with the courier.
We always aim to deliver both quality products and a smooth delivery experience, so we truly regret the inconvenience caused. If there’s anything we can do to help, please don’t hesitate to reach out at support@secretcoco.com.
Warm regards,
SecretCoco Customer Support Team 🖤
Very poor service
Took weeks arrive and when they did the sizing is really off... I'm a size 8 so ordered small but the items were really tight.... I've emailed them 3 times to exchange for a larger size - They've asked for photo's of the items and said they'd provide me with a unique code to exchange... I've sent photo's but now I can't get a reply... it all feels very dodgy. I won't order again.
21 May 2025
Unprompted review
Reply from Secret cocos
Hi,
We’re really sorry to hear about the issues with sizing and the delay in communication — that’s certainly not the experience we aim to provide.
Thank you for sending the photos. If you haven’t received your exchange code yet, please reach out to us again at support@secretcoco.com — we’ll make sure this is resolved for you as quickly as possible.
We appreciate your patience and hope to make this right.
Warm regards,
SecretCoco Customer Support Team 🖤
This company has stolen my money
This company has stolen my money. Upon placing my order, I immediately emailed in order to exercise my right to cancel however, rather than do so, the company delayed responding to me for several days and instead shipped my items. The company thereafter strung me along by telling me that they would issue me a refund upon me receiving delivery of my order - which I did. Shockingly (or perhaps not so), they: 1) refused to issue a refund; 2) refused to accept a return; and 3) entertained a return if I paid the costs of returning the items.
With regards to 3, I was told that the items would need to be shipped to Netherlands despite the packaging in which the items came clearly indicating that the items had in fact been sent from a London address.
They have, to date, failed to make this matter right and I am out of pocket for items that I neither want nor can realistically use due to poor quality.
This situation has gotten so bad that I have had to report this company to my bank and the Ombudsman. I am also pursuing legal action as fraudulent practices like this are abhorrent and should be dealt with.
Order no: 10107 - inserted upon request of company.
UPDATE - despite the company publicly indicating that they would assist me with my issue, and me providing my order number accordingly, they have, almost one month later, still refused to do anything. This echoes my previous experiences with them and I am therefore forced to repeat my earlier warnings - do not buy from this company.
1 January 2025
Unprompted review
Reply from Secret cocos
We’re sorry to hear about your experience and take your concerns seriously. To help resolve this, we kindly ask that you respond to this review with your order number or include it in the review itself. This will allow us to check your case in detail and provide a proper solution.
We’re here to help and look forward to your response.
Sincerely,
The SecretCoco Customer Experience Team
Missing pieces.
When the lingerie arrived, it looked okay in the packaging, except when I open it the lingerie was cheap looking and very badly made. There was a piece missing, which I emailed the company about and they gave me the run around about taking photos and sending them in to customer service. What a scam. I didn't receive the missing piece. So I will never wear the lingerie. What a waste of good money.
30 April 2025
Unprompted review
Reply from Secret cocos
Hi Katie,
We're genuinely sorry to hear about your disappointing experience with your order. Your concerns about the quality, craftsmanship, and missing piece are taken very seriously by our team.
The photo request process shouldn't have felt like a "run around" - it's meant to help us quickly identify and resolve issues.
We'd like another opportunity to address this situation properly. Please contact us at info@secretcoco.com so we can assist you personally with the missing piece and discuss your concerns about the overall quality. Your feedback is valuable in helping us improve.
Best regards,
SecretCoco Customer Experience Team
AVOID
AVOID! Awful company, charge luxury amounts of money for Chinese rubbish. Takes weeks to arrive. Refused full refund and made to post back to china or accept 50% and keep the trash goods. They take weeks to respond when they finally bother! Trash goods and even worse customer service! A month later I’m still trying to get a refund. Wish I read the reviews first. They make money by scamming people!!!
19 April 2025
Unprompted review
Reply from Secret cocos
Hi Sophie,
We’re truly sorry to hear about your experience. We strive to provide the best service, and it’s disappointing to learn that we didn’t meet your expectations. We’d love to make things right - please contact us at info@secretcoco.com so we can assist you personally.
We appreciate your feedback and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
Customer service is NON EXISTANT
Customer service is NON EXISTANT, even though they say otherwise. I ordered 3 garments, based on their sixing charts, only one was right. I have emailed numerous times, to no avail, after getting a return email initially. STAY AWAY
9 April 2025
Unprompted review
Reply from Secret cocos
Hi Michael,
We’re truly sorry to hear about your experience. We strive to provide the best service, and it’s disappointing to learn that we didn’t meet your expectations. We’d love to make things right - please contact us at info@secretcoco.com so we can assist you personally. We appreciate your feedback and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
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