Order No. *******
I ordered and paid for a Swan Microwave in the middle of January. You decided to pay yourselves the sum of £73.95 immediately knowing full well that you did not have the goods in hand to send. I have waited patiently and it eventually arrived on 25th February. I found it by chance on the 27th February dumped by the side of my house. I found a screwed up note from the infamous MyHermes saying that they had left it round the house wrapped up in black sacks. The black sacks were full of water, the original packaging had been ripped open. There was no returns note inside, neither was it signed for as we were not in when it was dumped.
On opening the box and lifting the polystyrene protection it was immediately noticeable that the microwave was damaged.
It has a crease down one side on the top and there is some kind of protrusion in the metal, obviously coming from inside. We have not taken it out of its box or polythene packing.
I sent you 2 emails on the 27th February and photographs of Hermes slip, broken delivery packaging and damage to the microwave. You acknowledged receipt of this and sent me an e. Mail.
I have rung your office to speak to customer services five times and left messages but no one picks up the phone. I have sent you three further emails and attachments as I am more than concerned that this problem is not going to be resolved by your company.
What was once a reputable on-line business seems to have become a total shambles. I have been reading all the recent reviews across the net and they are quite fraudulent and horrendous. You have no right to take money from customers when you do not have the goods to back up the sale, or say that they are going to receive them on a certain date and they still have not arrived in your warehouse. This microwave is a mystery, why was the packing note removed, that is did you send it with the goods? Are you selling defected or damaged goods from your supplier and passing them on as A1 goods? Why do you ignore peoples telephone calls?
I have located your offices on Google Map and will personally deliver this damaged microwave to your office. I am prepared then to take this matter to the small claims court as I feel that you have not only let me down badly as one of your customers, but you have taken my money on false pretenses and caused me much aggravation.
Pauline Huddert

So, I havent provided a review in a while. If Im honest there hasnt been a need to, things have been rather lukewarm on the life-of-a-consumer front.

However, over the past week I have been getting some serious agro from Secretsales.com. Once again, this is a company from my personal experience that doesnt care about the individual customer.

This all stemmed from the fact that they sent me items that were the wrong size they were labelled the correct size however when my partner tried them on they just did not fit. I understand that this happens and different manufacturers may vary in sizes. Thats fine, and understandable.
However, when I notified secret sales that I would be returning said items, and I enquired about them sending me a free returns label they, firstly, took about 48 hours to get back to, and then when they did get back to me they explained they do not offer a free returns policy (who doesnt offer this option in this day and age?! Needless to say I was shocked and disappointed), now had I known this I would not do business with them.
Im a repeat customer and have had numerous orders from Secretsales.com over the past 2-3 years; Ive spent easily over £1000 on their site. But the way I was treated by their customer care team left a lot to be desired. There was no acknowledgement of our past business dealings, and even when I brought this up and explained this isnt good enough as far as customer expectations go, I was met with no empathy and pure stubbornness.
Now, Im DONE with secretsales.com. Completely done. I told them if they didnt sort this out I would never do business with them again they didnt care. They took day(s) in between email responses. It really clarified for me how they (secretsales.com) really view the individual customer. I felt like an after-thought.
Its all good when theyre taking my hard earned money, but when something doesnt go right and you (the customer) expect a bit of goodwill (presumably built up over years of successful business dealings) on their part to take care of the postage charges as the items sent do not fit/match the sizes stated and you do not receive that goodwill, well, that leaves a very bad taste in the mouth.

If I could I would return every item Ive purchased from them over the past years and happily get my money back.

The money isnt even the real problem; its the principle of the matter. The way they treat individual customers (in my experience) is just not ok.

I am writing this review for all the individual consumers out there who may be thinking of giving their money over to secretsales.com. I say why do that when they cant even offer a basic consumer service such as free returns.
I much prefer Bestsecret.com who offer this free service, ASOS offers this too, even boutique websites I order from that are independently owned offer this service BUT secretsales.com do not. The size of this company and them not offering free returns strikes me as another example of corporate greed! Im so disheartened having to go through this whole ordeal, Ive lost track of the number of emails Ive sent regarding my order and returning it, not all of my emails were answered, and when they were there were days in between.

The way I was treated was not good in my opinion and I would hate for anyone else to go through that or have to pay for returns when the items sent are not what you wanted once you get a chance to see them. If this was in a physical store my partner would have been able to try on the items and see immediately that the fit was not right, and then she would not have made the purchase. The store would not have charged her for trying them on.

It should be the same way in the eCommerce world. I should not have to pay to return items that we do not want. It is unjust. Also after highlighting this to the company and expecting empathy but only to get stubbornness further emphasises my point that the way they operate is just not customer-centric or consumer friendly.

So word of warning to all potential consumers out there STAY AWAY FROM SECRETSALES.COM!

Its not worth the aggravation! I have sent numerous emails, and had to wait almost a week to confirm that they will not allow a repeat customer to have free returns on items that do not fit.

In this digital marketplace world we live in there are too many other options for a company to be treating individuals like this. I even offered that we could move on from this if they covered my returns they did not comply. So basically an individual who has spent over £1000(note: modest estimate, the total will be more than this) is not worth a £3.50 postage charge to them! (think about that for a second, put yourself in my shoes, think about a company saying yeah, we were happy taking all your money off of you, but now that you expect us to give you £3.50, well, we cant do that, youre not worth it to us that is basically how I feel from my personal experience over the past week or so.)

Even typing this I am getting more and more frustrated as I feel taken advantage of.

So I am going to end the review here before I really start rambling.

But to paraphrase myself STAY AWAY FROM SECRETSALES.COM! They do not put the customer first! They value protecting their postage fees over keeping their customers happy in my personal opinion.

PS i have attached a screenshot of one of ss.com sales reps slandering my name. They removed the comment without any apology or remorse once they realised i was not going to let them get away with a fabrication of the truth. Also - the ss.com rep who had been emailing me ceased to respond once the slanderous comment was taken down, no apology, no compensation, nothing. Not a good feeling as a customer if i'm honest.

I bought from secretsales for about the 3rd or 4th time now. The first time, after waiting for almost a month for the item to be dispatched, another week of waiting, the package never arrived. After a number of calls they finally declared it lost and gave me a refund.

The most recent time, I bought a few handbags, they arrived about a week later than estimated. I decided to return because they all looked completely different from the pictures. The parcel kept showing "misrouted, redirected" for at least 4-5 times over the next 3 weeks after I sent out the parcel to return. The two companies collect plus and secret sales kept blaming on each other for the reason why the package has been "in a loop" and not being sent to anywhere. The reason was that secretsales provided me with a return lable with an incorrect return address. Collectplus kept insisting they needed to obtain a correct address from secretsales and that they have contacted secretsales but hadn't had any response. Secretsales on the otherhand kept insisting that they had already informed collectplus about the addess change. Long story short, they kept blaming on each other and neither one was helpful in trying to solve the problem. 4 phone calls to with collectplus and 3 phone calls to scretsales later, I finally got collectplus to send a letter confirming that there has been a delay dued to the incorrect return lable supplied by secretsales and that I can contact secretsales for a refund before the package reaches them, because of the delay. Secretsales processed the refund. They said I would receive email confirmation, I didn't. Long story short, I got my refund after 3 weeks of waiting but that was a nightmare to sort out. NEVER BUY FROM THEM AGAIN. Two out of 3 or 4 times buying from this site resulted in delivery/ return logistics headache. All the discounts are just not worth the hassle and the risk of possibly not getting money back!

Great selection of product! Delivered on time!

Amazing products and value for money.

Great service, great products and never a problem

I can't describe how DISGUSTED I am with SecretSales http://www.secretsales.com/

Almost ONE MONTH AGO, I purchased shoes from http://www.secretsales.com/ for the first time ever and NEVER GOT THEM!

I called their Customer Service Department TWICE and both times they PROMISED ME THEY WILL CALL ME BACK WITH SOME NEWS ABOUT THE DELIVERY "ISSUE"... THEY NEVER CALLED ME BACK...

After 4 days, I sent an e-mail to *******@secretsales.com and let them know I was disgusted with their service and I wanted my shoes or my money back... ALL I GOT was an auto-reply e-mail saying the following:

Thank you for contacting Secretsales.com. We have received your e-mail and our Customer Service team will be responding to you as soon as possible.
(...)
We hope this is helpful and again, thank you for contacting us. We'll be getting back to you as soon as possible.

Kind Regards,
Secretsales.com

Customer Service
D: *******522
T: 0345 8739 522
F: 0345 8739 523
A: Newcombe House, 45 Notting Hill Gate, London, W11 3LQ

And GUESS WHAT! They DIDN'T EVEN BOTHERED TO "CONTACT ME BACK"... So TODAY, I decided to go on my SecretSales account in order to check the Order Status... and GUESS WHAT! THEY BLOCKED MY ACCOUNT!... I tried to get another password by clicking on "forgot my password" and then I got the message of "that e-mail address is not registered with SecretSales"... NO DOUBT THEY HAVE BLOCKED ME! So:

1) SecretSales TOOK MY MONEY
2) SecretSales DIDN'T DELIVER MY SHOES
3) SecretSales COMPLETELY IGNORED ME
4) SecretSales BLOCKED MY ACCOUNT
5) SecretSales SCREWED ME OVER BIG TIME!

After I found out I wasn't event able to log in, I called CUSTOMER SERVICES for the THIRD time. Spoke with a girl called Andrea, who wouldn't even put me through the Manager. All she could offer was a REFOUND. They think that is enough to solve an issue like this!

SecretSales NOT ONLY TOOK MY MONEY AND DIDN'T DELIVERED THE SHOES, BUT ALSO WASTED MY PRECIOUS TIME!... And they still believe that re-founding the money is ENOUGH?

At this point I DON'T BELIEVE I WILL GET MY MONEY BACK!

I WILL MAKE SURE MY FRIENDS AND FAMILY KNOW SECRETSALES IS A SCAM!

Excellent service
Amazing offers
Well done SecrectSale Team

Fab site x

Really good experience, can't fault anything.