Terrible customer service and costly returns. Avoid. I am very annoyed with my experience. They sent me the wrong item (incorrect size), but trying to get a hold of someone took me three days... See more
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Ok so after posting my recent experience with Secret Sales as a 1 star, absolutely disappointed that my items had not arrived. All of them arrived absolutely as described a day after the review. I ca... See more
Company replied
The product that we purchased was a North Face hoodee. We purchased it before xmas. It was immediately apparent that the product was defective. It was extremely difficult to get a response from them,... See more
Company replied
So far we have bought many products from SS and if the retail value is to be believed saved many hundreds of pounds. Delivery has been quick. In short no complaints.
Company replied
Company details
Written by the company
Secret Sales is een online marktplaats met een passie voor mode en waar voor je geld. Je nummer één bestemming voor online koopjes voor bekend lage prijzen, een digitaal outletdorp waar wij slimme kortingen bieden op de laatste trends in kleding, huishoudartikelen, geavanceerde cosmetica en zo veel meer. Wij brengen de meest geliefde merken naar onze website, zodat iedereen kan genieten van deze luxe labels.
Contact info
United Kingdom
- klantenservice@secretsales.com
- secretsales.nl
2.9
Average
272 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Terrible customer service and costly…
Terrible customer service and costly returns. Avoid.
I am very annoyed with my experience. They sent me the wrong item (incorrect size), but trying to get a hold of someone took me three days. When somebody finally got back to me, they gave me a returns code, but didn't bother to ask if I actually wanted the correct item or size to be sent out.
Because of their mistake, I now have to re-order the item myself in the right size. This means I have to pay the £5 delivery fee again just to get what I originally ordered. To make matters worse, returning the wrong item they sent is also going to cost me another £5. It is ridiculous that I have to pay for their error.
The customer service is genuinely bad. There is no phone number to call, and no one follows up. I tried the live chat twice and waited over two hours each time with no response.
Honestly, I would rather pay a bit more and buy from a store that offers free returns and actually has proper customer service in place. It isn't worth the hassle.
March 11, 2026
Unprompted review
Reply from Secretsales
Hi there, thank you for taking the time to leave a review and we’re sorry to hear that you’ve experienced this issue.
Unfortunately, we’ve been unable to locate an order using the details available here.
To ensure we provide you with the most accurate support and properly address the concerns you’ve raised, we need a little more information.
We’ve requested the relevant information via Trustpilot. Please respond at your earliest convenience so we can investigate fully and assist you accordingly.
Kind regards,
Secret Sales
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Good experiences
So far we have bought many products from SS and if the retail value is to be believed saved many hundreds of pounds. Delivery has been quick. In short no complaints.
March 2, 2026
Unprompted review
Reply from Secretsales
We're delighted to hear that everything went smoothly with your order. Thank you so much for leaving us a review, it really means a lot! ✨
Anybody thinking about using this…
Anybody thinking about using this company, look at the reviews. Horrendous!!!
February 26, 2026
Unprompted review
Reply from Secretsales
Hi there, thanks for taking the time to leave another review.
As we responded before, we can see an investigation was opened with the courier who confirmed your parcel had been delivered over your back gate into your secured garden. We advised that if you believe it was stolen from your private property, to report this to the police.
You have mentioned having proof that the item was not delivered and we've asked you to forward this to us, but we've not received a response.
Kind regards,
Secret Sales
Very poor customer service
The product that we purchased was a North Face hoodee. We purchased it before xmas. It was immediately apparent that the product was defective. It was extremely difficult to get a response from them, very poor customer service. Eventually we forwarded photos as requested and then returned the product. Since then and despite repeated emails requesting that they resolve the situation they have ignored them all. I would recommend that you do not use them.
February 23, 2026
Unprompted review
Reply from Secretsales
Hi there, thanks for taking the time to leave a review and we're really sorry to hear there was an issue with your purchase.
It would appear we sent you the return instructions on January 29th, however you contacted us on February 3rd to say you were unable to follow them as the returns window had expired (on January 31st). We provided you with an alternative method of return which unfortunately, as a result of being outside of our usual return policy, meant it takes a little longer to reach the third party seller.
We're pleased to see your refund has been processed now but apologise for this delay.
Kind regards,
Secret Sales
I can't seem to get a return label it doesn't recognise the.order number not happy with this
Not happy with this happy at all can't get a refund
January 19, 2026
Unprompted review
Reply from Secretsales
Hi there, thanks for taking the time to leave a review and we're sorry to hear you're unable to return.
You simply need to ensure you're including the hyphens and letters, as shown in your shipping confirmation email. If you're still unsure, you can always reach out to us directly and we'll be happy to help.
Kind regards,
Secret Sales
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Very poor customer service!
Re order no. m004514652-a-a2:
I first contacted this company on 27th December 2025 regarding a label for returns which they eventually emailed me on 5th Jan. I received an email from them on 8th Jan confirming receipt of my returned items. It is now 21st January and my order status is still sitting at shipped and I have not received any refund for returned items which total £291 despite me emailing them. I can find no way to raise this issue as a formal complaint on their website, and am appalled at their complete lack of customer support.
January 8, 2026
Reply from Secretsales
Hi there, thank you for taking the time to leave a review and we are sorry to hear there was a delay in receiving your refund.
As you were unable to use our normal portal, we provided an alternative resolution which meant the parcel was first returned to our holding hub before being forwarded on to the third party seller. This unfortunately did mean the return process took slightly longer.
We are pleased to confirm, we emailed you last week to let you know your refund had been processed.
We apologise again and thank you for your patience.
Kind regards,
Secret Sales
Very Poor Customer service
Very pooror Customer service. With Returns. The Portal Doesn't Work Properly. Doesn't Give you the Option For Returns Label Without Printer. Can't Find There Returns Address. Scam Don't Answer Emails About This Problem. Order NO M004760331-a-A Still No Response. 8.1.26.
January 5, 2026
Unprompted review
Reply from Secretsales
Hi there, thanks for taking the time to leave a review and we're sorry there was an issue.
We can see the team did respond to you and actually created a return on your behalf to ensure you were able to send the item back. We were waiting for you to confirm which method you wanted to use and as soon as you had, a label was sent via email.
Kind regards,
Secret Sales
I have been forced to abandon this…
I have been forced to abandon this company, having lost hundreds, and I mean HUNDREDS of pounds with no come back. I’m an online seller and have been using them for over three years. I have spent thousands of pounds with them and only God knows how much I have lost. Let me tell you why. You place an order and you receive a confirmation. Then your items will be delivered, but not necessarily at the same time because Secret Sales are a drop ship company. So in effect, you can place an order with them and they then send the order to say, ASOS, who don’t have it in stock. Here comes the issue, you don’t get any notification it’s not in stock. You just receive a partial order, or no order and no refund!!!!!!!! You then have to chase Secret Sales who don’t reply. Your orders are really unclear on their order page and simply state ‘SHIPPED’. I still have one Order pending from November 2024!!!!!! It’s impossible to track and keep up with missing items as your parcels arrive with no delivery notes. I currently have two entire orders not fulfilled from beginning December and no response from customer service team. I’ve returned what I can, at my expense and will be returning anything I may (or probably will not) receive if it arrives as I’ve truly had enough as losing my money with absolutely no discourse. Secret Sales sort yourselves out. You are seriously losing business. From a highly successful Online seller who won’t touch your site with a barge pole until you have scrutinized every single order I’ve placed and actually checked off that it has actually been delivered to my home address
CHECK OUT THE REPLY FROM SECRET SALES!!!!! Honestly, it’s diabolical. They’ve completely twisted one of the hundreds of emails I sent them trying to locate missing items!!!!!!!! YOU ARE A DISGRACE! SMELL THE COFFEE AND LOOK AT YOUR ONE STAR REVIEWS.
December 2, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for your feedback.
As a marketplace platform, we are not a wholesaler and do not hold stock ourselves. Our role is to connect customers with third party sellers and we are transparent about this on our site. We cannot be held responsible for bulk orders placed for resale purposes.
Regarding your orders, the email thread you have with us has been answered in full. We have provided tracking information for the items that were delivered and informed you of the two items that could not be sent due to stock issues with the seller. If you require further assistance, please reply in the existing thread so we can help where possible.
We are unable to comment on losses you may have incurred from reselling, as items that are not sent are always refunded. Sadly, it is not within our control if you sold items on your own website before they were in your possession.
Kind regards,
Secret Sales
Stay away!!!!!
Stay away!!!!!
I bought a jumper- it wasn’t delivered, I emailed back and forth with evidence- they refused to send another one out or assist any further.
POOR service!!
Avoid!!!
December 15, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for taking the time to share your feedback and we're sorry to hear there's a delivery issue.
The tracking, which you had access to from the date the order was shipped, shows the parcel was delivered to your address on November 14th.
The claim of non-receipt was not raised with our team until December 1st which is over 2 weeks after the parcel was delivered and outside of the time frame for the seller to open an investigation with the courier.
We have not received any of the evidence you have mentioned which would allow us to consider a claim.
We're sorry this won't be the outcome you were hoping for.
Kind regards,
Secret Sales
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Reply from Secretsales
Hi there, thanks for taking the time to leave a review.
We can see you emailed us about this missing item and we provided the tracking (which was also sent to you via email when the order was dispatched) showing the parcel had been successfully delivered to your chosen safe place on December 8th which is within the expected timeframe.
You responded to thank us for this information, indicating the parcel had been located and you no longer needed assistance.
Kind regards,
Secret Sales
I ordered an item & on December 3rd
I ordered an item & on December 3rd, had email saying in was undeliverable(I was in) it stated it would be delivered the following day but a week later- no parcel? Contacted Secret Sales by email, messenger, finally got a message on messenger but fobbed off saying they’d look into it, refused a refund even tho I told them they’re responsible & I’ve ordered from another site now as I couldnt wait that long!!
December 3, 2025
Unprompted review
Reply from Secretsales
Hi, thank you for leaving your review. Unfortunately, we haven’t been able to locate any details of your order or contact with us based on the information provided.
We sent a request for additional details but as we haven’t received a response, we kindly ask you to ensure your order was placed through Secret Sales. If it wasn’t, please consider deleting your review.
If your query does relate to us, please get in touch via our Contact Us page, so we can assist you further.
Kind regards,
Secret Sales
Having made an order nothing received
Having made an order, nothing received after nearly 10 days (despite delivery window showing 3-5 days).
The only communication was on the day of the order; the "tracking" shows nothing since the day of order; and the website offers no direct way of communication.
Based upon my experience to date, steer well clear!
December 1, 2025
Unprompted review
Reply from Secretsales
Hi, thank you for leaving your review. Unfortunately, we haven’t been able to locate any details of your order or contact with us based on the information provided.
We sent a request for additional details but as we haven’t received a response, we kindly ask you to ensure your order was placed through Secret Sales. If it wasn’t, please consider deleting your review.
If your query does relate to us, please get in touch via our Contact Us page, so we can assist you further.
Kind regards,
Secret Sales
My first order with them and the parcel…
My first order with them and the parcel was never delivered (apparently the parcel shop wouldn’t accept it?). So it was returned to them, they have refunded me but still charged me for the postage! I still want the item but it’s now out of stock and they say they can’t resend the one that was returned to them, so now I have no item and it’s cost me postage! Not impressed!
November 27, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for taking the time to leave a review and we're sorry to hear your parcel was returned to the sender.
Your delivery fee should be automatically refunded (it will show as a separate transaction) but if it hasn't, please don't hesitate to reach out to the team directly and we'll be happy to help!
Kind regards,
Secret Sales
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Returns are a nightmare
I have tried to return an order (M004480825-a-A). It tells me the label failed to download (I have paid £4 which has been debited from my account). It says to contact customer service if this happens, I have done so 3 times in 72 hours. Still no response. PLEASE RESPOND ASAP.
Also, as a side note, if you are returning to different sellers, you get a voucher code to negate the £4 charge multiple times. Great, until you get to the shop and the QR code on these labels are invalid.
Returns are a nightmare and you can’t speak to anyone. This is such a shame because the clothes are great and a bargain but I just don’t feel confident in the returns process at all!!!!
November 18, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for taking the time to leave a review and we're sorry to hear there's been an issue with your returns.
We are receiving an extremely high volume of contact as we approach the busiest time of the year but please be assured, once your ticket is already assigned to an agent, they will do their best to respond as quickly as they possibly can.
We apologise again and thank you for your patience.
Kind regards,
Secret Sales
Complaints and missing orders ignored
Fed up with this company started off fine items paid for not sent when you complain emails from company when you answe questions ,they end with will speak to company azure then you hear nothing and recent order £171 pounds but receipt said over £200, when checked items a jumper on thier size small uh I wish, but thought it might do for daughter but hey it hasn't arrived,and won't be ordering again,I'll stick to proper companys
October 18, 2025
Unprompted review
Reply from Secretsales
Hi there, thanks for taking the time to leave a review and we're sorry to hear there's an issue.
Unfortunately, you've not provided enough information for us to be able to locate your order. If you still need assistance, please reply in the ticket you have open so that the team can respond accordingly.
Kind regards,
Secret Sales
Terrible company
Terrible company. I have proof of correct address payment receipt email. The reseller has made wrong adress .I t will never get to me.ive explained but secret scammers are not listening. Customer service bad.they will not assist me basically saying eff off you've list your money. They're scammers. Scum
November 6, 2025
Unprompted review
Reply from Secretsales
Hi Stewart, thank you for another review.
We have sent you over a screenshot of the official DPD tracking which shows your full and correct delivery address, so we're unsure where the confusion has arisen from.
The courier attempted delivery but couldn't so the parcel has been returned to the sender, a refund has been issued.
Kind regards,
Secret Sales
Suntan lotion in October
I ordered an anti aging festive mystery box,mid october. It arrived, 5 items, one of which was a suntan lotion- at what point would you need a bloody suntan lotion in the UK in October for the festive season. So 1/5 of the box is going in the bin as they won't replace or allow returns of any mystery box. And I wouldnt mind if it had been a make up product that I just didnt like, thats what you get in a mystery box, but a bloody suntan lotion in October ffs. Won't even bother buying anything from them again
October 17, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for your feedback and we’re sorry to hear you were disappointed with the contents of your mystery box.
While we completely understand your frustration, all items included are genuine beauty products selected by the seller and many, such as sun protection, are suitable for year round use. Most sunscreens also remain effective for up to 12 months after opening, so they certainly don’t need to go to waste.
Just to clarify, mystery boxes can be returned as long as all items are unopened and sent back together.
We’ll pass your feedback to the seller so they can consider the seasonal relevance of future selections.
Kind regards,
Secret Sales
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Im bye clots wrome here and avter…
Im bye clots wrome here and avter return back was not good for me saize and avter nobody not refund me money back animore. Its very bad this shoping saite. Horroble costomer servise. Its more then 1 parcel not return me back. Not recommended anyone them!!
October 18, 2025
Unprompted review
Reply from Secretsales
Hi, thank you for leaving your review. Unfortunately, we haven’t been able to locate any details of your order or contact with us based on the information provided.
We sent a request for additional details but as we haven’t received a response, we kindly ask you to ensure your order was placed through Secret Sales. If it wasn’t, please consider deleting your review.
If your query does relate to us, please get in touch via our Contact Us page, so we can assist you further.
Kind regards,
Secret Sales
Avoid this site,!!
Avoid this site,!!! missing order that was placed 29th August, been chasing it up with customer services and the last three emails l've sent have been totally ignored, so terrible customer service, they say they reply within 24hours!! That's a joke!
Clearly the item is not going to arrive and is no longer even available on there site!
Would just like a refund, how hard can that be?
August 29, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for your review and we're so sorry to hear there's an issue.
Sadly we cannot locate any order based on the details you’ve provided here, so we’re unable to comment directly on your case.
What we can confirm is that we do not ignore customer's emails. If you contact us through the correct help channels, our team always responds, normally within 24 hours. If you’ve had no reply at all, it may indicate an issue with email delivery rather than us not responding. In that situation we’d recommend reaching out via our live chat service so we can check your order and assist you right away.
Apologies again and thank you for your patience.
Kind regards,
Secret Sales
Don’t bother
Don’t bother
My order didn’t come I spent over 3 days trying to speak to someone online
Bad bad service
August 26, 2025
Unprompted review
Reply from Secretsales
Hi there, thank you for your feedback and we're sorry for any inconvenience caused.
We can see you contacted us via live chat on several occasions, however each time our agents replied you had already disconnected before we were able to assist. Unfortunately, the information provided was also not enough for us to resolve the query without further details.
While live chat can be busy at peak times, we always advise that if you are unable to wait for a response, you can also email us! This ensures your query is picked up and answered in full.
We’re sorry we weren’t able to assist you on this occasion but our team is always ready to help when given the chance to do so.
Kind regards,
Secret Sales
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