“I have been shopping on this website for several years. And there have never been any problems. But not this time. An order paid for on August 8 was only received on August 26. I was sent a worn sweater without a tag, with pilling, smelling of someone else's perfume, and stained. This is the first time I've encountered this. I doubt I will continue to be their customer. Terrible service.”
“"We therefore ask you to bring the item in question and the original receipt to our branch. Our team on site will be happy to help you and will review your complaint as quickly as possible."
Αυτή ήταν η απάντηση για το μήνυμα που τους έστειλα σχετικά με τα παπούτσια που αγόρασα από το κατάστημα Best secret outlet store Dresden Germany κατά τη διάρκεια ενός ταξιδιού στις 8/8/25
Και όταν την άλλη μέρα τα φόρεσα το δέρμα ξεκόλλησε από το παπούτσι.Κατοικώ στην Ελλάδα και θέλουν να τους τα πάω πίσω στο Μαγαζί.Πολύ Εύκολο νομίζω”
“A few months ago, I purchased several items from BestSecret, including two chairs. One of them arrived damaged. I have been trying to return this item for almost half a year now, and the issue is still unresolved.
I contacted customer service countless times, but they were unhelpful and unresponsive. Some of the agents I spoke to were incredibly rude. They said the case would be forwarded to management, but I either got no reply or had to wait weeks for a vague response that led nowhere.
Now they are trying to make me pay for a faulty item that I reported immediately. I’ve spent a lot of money at this company, and it’s clear they do not treat their customers well once a problem arises.
I would not recommend shopping here, especially if you expect any kind of support when something goes wrong.”
“Bestsecret sells fakes. I ordered a diesel jeans and received a very cheap fake. The jeans I received don't contain such important details as tag on the back side of jeans, an inscription in inner part of waistband and tag with qr cod inside (these details you can see on original pictures). So I can say with confidence that Bestsecret sold me fake diesel jeans.”
“I am extremely disappointed with the way this company handles customer issues. There is a clear lack of communication, accountability, and basic customer care. I reported a missing package on July 7th, and despite being told the issue would be investigated and resolved within three days, I never received any follow-up. Instead, the delivery status was suddenly changed to “delivered” on July 3rd — yet I never received the package.”
“I am deeply disappointed by BestSecret’s sudden decision to terminate my account without any prior warning or clear explanation. I have been a loyal customer for over ten years, shopping regularly and spending a significant amount of money on the platform.
Throughout this time, I have always followed the rules and acted in full compliance with both the law and BestSecret’s terms of service. I have never received any single warning or message suggesting that my behaviour was problematic in their opnion.
Their vague reference to “certain practices” allegedly leading to high operational costs is not only unsubstantiated but also highly disrespectful, considering my long-standing loyalty. If there had been any concerns, I should have been contacted and given a chance to respond or change my behaviour. Instead, my access was abruptly and definite revoked with no opportunity to clarify or defend myself.
This kind of treatment feels incredibly unprofessional and unfair.
I strongly recommend avoiding shopping at BestSecret. Their treatment of loyal customers is brutal and unacceptable. In case of issues, I encourage you to contact your local Consumer Rights Protection authority, as I have done myself.”
“I am shocked and deeply disappointed by BestSecret’s sudden decision to terminate my account without any prior warning or clear explanation. I have been a loyal customer for over five years, shopping regularly and spending a significant amount of money on the platform.
Throughout this time, I have always followed the rules and acted in full compliance with both the law and BestSecret’s terms of service. I have never received a single warning or message suggesting that my behaviour was in any way problematic.
Their vague reference to “certain practices” allegedly leading to high operational costs is not only unsubstantiated but also highly disrespectful, considering my long-standing loyalty. If there had been any concerns, I should have been contacted and given a chance to respond or change my behaviour. Instead, my access was abruptly revoked with no opportunity to clarify or defend myself.
This kind of treatment feels incredibly unprofessional and unfair.
I strongly recommend avoiding shopping at BestSecret. Their treatment of loyal customers is unacceptable. In case of issues, I encourage you to contact your local Consumer Rights Protection authority, as I have done myself.”
“I have diamond status and have been a member for 3 years. My whole family has been shopping through my account. Thousands of euros have been spent. Yesterday I received a notification that my membership is being terminated. They say the reason is the return policy. There is no further explanation because as they say: any explanation goes beyond their capabilities and capacities. After spending thousands of euros (more than 10k) you get this message. Pathetic, shameless and humiliating. This is real face of the BEST SECRET company.
P.S. After first shock, I am acctualy grateful to the Best Secret CEO and his comrades. Becaouse they have just saved me thousands euros and lot of time.”
“I'm extremely disappointed with my experience at BestSecret. As a long-standing and loyal customer who has spent a significant amount of money with your company, I find the termination of my membership utterly unacceptable.
To be penalized for normal and necessary online shopping behavior, such as returning clothing to ensure proper fit, is baffling and unprofessional. Your refusal to provide specific details, citing vague "significant operating costs," lacks transparency and disrespects customer loyalty.
This decision has left me completely dissatisfied and re-evaluating my future engagement with your company.”
“DON'T BUY BIG ITEMS IF YOU'RE FROM CROATIA
I've been buying a lot from Best Secret for years - I'm even a diamond member, and I've been relatively satisfied so far. However, I recently bought 2 packages of 3 chairs that came wrapped in toilet paper, were damaged, not all the parts came (e.g. an extra backrest was sent, and the seat was missing). If you live in Croatia, there is no way to return the chairs because HP doesn't want to accept them because they are too big and heavy, and you can't even order delivery because Best Secret customer service doesn't want to cooperate. You also have to have a truck to deliver them to HP. Worst customer service and I will never buy anything there again, I recommend the same to you.”
“My item was returned to Bestsecret on 19/11/2024. This is the second time I was informed that a refund was issued for my return but still nothing was credited to my account. This is really frustrating.Customer service is so bad. The only way to get a proper service on Beatsecret is to write an online review here.”
“I placed my first order with Bestsecret, and not only did I receive the wrong sweater, but it was also damaged. When I reached out to their customer service, they simply told me I could return the incorrect item, but they couldn’t deliver the sweater I originally ordered. I was truly disappointed and surprised by the entire experience.”
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Email:b__r__u__c__e__n__o__r__a__2__5__4__(A__T)__g__m__a__i__l__.__c__o__m
Call them on WhatsApp: +1 ( 3 1 8 ) 3 1 9 4 6 2 0.”
“Good day all, I hope to secure other people with my experience with this company. Ftom 14 of October they don’t back me money for this order 2122678866 ! I received letter from them 100 times with different information and lay, i ll add all screenshots and documents here as well:
14 of October with confirmation they received return
24 of October you send me email that dhl lost return
After many email they confirmed refund and still one month keep my money! I have dhl official letter they delivered you this return.There serious problem for reputation of this company. My bank security department started investigation against this company.
I am till now waiting refund letter from them and money back. No answer on email nothing.”
“I’m disappointed with my recent experience with Best Secret. I placed an order (Order #2123409588) that hasn't been delivered, and despite reaching out twice to customer service, I haven't received any response. I expected better communication and support for resolving this issue, especially as a loyal customer. Has anyone else experienced similar delays or lack of response from them recently?”
“Beloofde extra korting niet toegekend, klantendienst liegt en bedriegt de klant.😡😡😡😡😡😡Ik dien klacht in bij de economische inspectie en sluit mijn account definief af' .”
“I bought a swarovski item during the autumndeals. Best Secret reduced the price from 74,99 to 59,99.(black price 59,99). On the 19 th of october best secret promised an extra 15 % off untill midnight.
Now best secret pretend the swarovski item was no autumndeal. They lie and cheat customers. Dont trust them, They have the worst customerservice.
NEVER BUY FROM THIS WEBSHOP, NEVER TRUST THEM, THEY GO ON WITH. CHEATING CUSTOMERS. 😡😡😡😡😡😡”
“Oplichters en bedriegers zijn het en ze plegen valsheid in geschrifte😡😡😡, herfstdeal gekocht en geen extra korting gekregen. Klacht zal ingediend worden bij de economische inspectie.
Jullie mogen nog 20 keer reageren dat mijn aankoop geen herfstdeal was. Ik heb de bewijzen (screenshots,).”
“Very poor customer support. I have placed an order on 21st July (for 900 EUR) which to this day never reached me. I have contacted their support several times, and all I got is a standard reply that they will look into it and refund within 9-10 days. This was 20 days ago. Nor my parcel or a refund was initiated from their side, and on top of that they are now ignoring my emails/complains as well”
