“I ordered a Pennyblack jacket just for 62,90 €. When I received it, it seemed like it wasn't authentic. So I decided to contact with official Pennyblack e-shop in order to ask if Best secret is their client and they answered me that they can't guarantee about authenticity of my jacket. So Best secret sells non authentic items 😡😡😡”
“LET OP -> Bij retourneren van een product (Afterpay) naar BestSecret: kijk naar het artikelbedrag en eventueel de korting. Het kan zijn dat je het kortingsbedrag TOCH als restbedrag moet betalen, omdat ze een initiële bedrag doorgeeft aan afterpay/ riverty i.p.v. het bedrag waar al de korting van ingehouden is.
Voorbeeld: artikel origineel €100,- met 10% = €90,- -> artikel in afterpay €100,- (maar moet €90,- zijn) -> retour gestuurd credit van €90,-, dus staat er nog €10,- open. Dit klopt niet maar doen ze op grote schaal. ofwel oplichten maar klagen helpt niet. Check je te betalen restbedrag goed na bij retour zending.
DIT LEVERT ZE VEEL GELD OP!”
“Hello! We are forced to write here because other attempts do not produce any results. Our family has been a client of the Best Secret online store for many years. (diamond status). During this time, an amount of more than 1000 euros was collected in the form of vouchers, which can be exchanged for the desired product in the same store. At the end of November, we wanted to give Christmas gifts to relatives, but we discovered that all three accounts were blocked and it was impossible to order anything for a reward or money.
We contacted the support service by phone, but they could not help us, as they are not competent in this matter.
Several letters were sent to the company's office, to which a standard and rather rude response was received (other regular customers also received exactly the same letters). We are deeply disappointed by this attitude and demand that Best Secret adequately resolve the issue. We have vouchers totaling €1200 that we have been collecting for years, they are now blocked, but according to German law we have every right to use them!
Best Secret has no right to take them away! We're waiting for answer .”
“I have been a loyal customer for 2 years. Now they terminated my account with no explanation. The only thing I can think of that I returned items and they did not have enough income on me. Very disappointing because that is part of online ordering.”
“Be cautious with this merchant. I returned the product with reference number retour-2075895932-0,and I have not received a refund. After 2 months, I am still receiving promises that I will get my money back in 15 days. After 15 days, I receive another email instructing me to wait for an additional 15 days, and so on. Besides selling counterfeit products, they also fail to adhere to the product return laws. If you value your money, work diligently, and avoid this online sales platform.”
“I ordered a Coccinelle bag and it was awful. The bag I ordered looked like it was used. The stiches were wide like someone tried to put more items than possible in the bag, the bottom part was damaged and darkened on some spots and it came packed horribly. The dust bag was scrunched up (the bag was outside of it), the strap was not protected and all tangled and the metal parts also weren’t protected. I ordered 20€ Zara bags that came better packaged than this 122€ worth bag. I wanted an exchange but they don’t do that. They offered me a 20€ voucher (???) or return which is laughable considering that I have to go to the post office and waste my time because of their mistake and then wait who knows how long for them to give me back my money.”
“Fraud. Bought one specific product and received wrong one with different code.
Customer care stopped replying to my e-mails. They have one code when buying then it changes in basket for cheaper one.
Avoid this web site and buy somewhere else.”
“Falsche Artikel
Ich kann keine Bilder hochladen, lass mich nicht
Aber trotzdem die Leute mussen das wissen👍
Hier werden Dinge aus China verkauft, a so
nicht original!”
“For a month i am trying to reach them But they don’t answer. I send all the photos they ask. I made an order with more then 50 items and they send me only a few(10-15) and that is a big difference. They don’t want to send me Money back!”
“I placed an order(sneakers) through the website bestsecret.com when they arrived home I realized the sneakers were defective and too big for the size I usually wear. For this reason and because it is explicit on the website that it is possible to return the product and receive a refund, I decided to resend the product with a transport guide automatically made by them on the website itself. After more than 15 days they say that they cannot find my order, even after contacting their customer support services, they told me that they would refer this matter to another department and till today no further response has been sent or the refund has been made and I just saw that this is happening with other persons too, the exact same situation”
“OMG! While everything goes well it's OK but when something went wrong their customer service is useless! They don't reply to the emails, they are not able to help via phone. Just canned replies. I made an order at 4th of May for over €2000 and still don't have my order. Customer support just says to wait, there is no procedure to get a refund, there is no procedure to make a complaint, no procedure to speak with manager. I'm filling out report to the German police. It's a scam! I will make this case on public as much as I can!”
“Horrible! Beware!!!! I did shopping on the 27.11. Customer service kept telling me the parcel is on its way....I called them every other day. Suddenly got a message yesterday that they cancelled the order:(((
Without any comment! Of course the things I ordered are no longer available, so I have no Christmas gifts. Thank you, Best secret”
“I ordered a small shoulder bag and they send me a wrong bag after 2 weeks...I received a much bigger and completely different and other design of bag. It was the first time I ordered and I am very disappointed... They don't even reply to my email.”
“Bad shipping service, totally irrelevant, inadequate customer service
I made an order at 23rd of NOVEMBER
The order is still not received
I wrote to customer support at 07.12.2022 to ask them what's happening with the order
The guy just told me to contact the "post office" in my country, which is absolutely irrelevant, because the package is sent by private company which I even don't know the name of.
Wrote to them again today - they told me absolutely the same like on 7th of December.......
I had the worst experience from customer support that didn't gave me any concrete information and also by their insanely slow delivery
DO NOT RECOMMEND using their survices”
“Over time the packing quality has decreased down to a point when we received ripped boxes and when we launched a complaint, they just sent us a 10 euro voucher. Also one of the bags ordered was previously used( no tags, no packing, the shoulder strap with clear usage marks and a faint perfume on the product.
After 5 orders ( one wrong product, 3 received in broken boxes and one with a used product) we feel this is a case of customer discrimination based on order value or country of origin.
We will no longer complain ( seeing how they treat complains), but we surley not come back.”
“They do not refund money for an order that has not arrived. The support service responds with templates, without trying to figure out the situation.
The order was made on November 19, since November 25 the status of the order has not changed. On the DHL website on November 29, information appeared that the goods were located in a neighboring city and could not be delivered, since there was
no delivery address. I contacted DHL several times and confirmed this information. I had to go to the post office (in another city). They could not find the track number provided by DHL for a long time, it turned out that this number belonged to another person.
I'm tired of wasting my time looking for a package and asking for a refund, but they tell me to wait for the package. I am very upset with the work of the service and the attitude towards customers, no discounts are worth the time spent”
“I ordered leather bag in black colour and used my 10% discount voucher on that order. They sent me brown bag and I asked them if I could sent them wrong bag and they send me new correct one. They said I can only return item that I got and they can't send me the right one. The price of a bag went up for 15€ in one week and I could not get the bag for the same price as i bought it. They refuse to give me back my 10% discount voucher as well. This is their mistake, not mine and I will never shop at this web site again, and I will make sure that none of my friend do too.
So if they sent you wrong item, by mistake, you can't get the item you ordered.”
