Secret SalesReviews 631

I bought a Gucci soho bag from Secret Sales in August 2016, it broke after only a few months of use. I took it to Gucci London and they sent it to Italy for repair. They have just come back to me to say the bag is a fake. They confirmed to me that SecretSales is NOT an authorised Gucci retailer. I have contacted Secret Sales to let them know and I have asked for a refund. It's been over 2 weeks and I have tried to contact SecretSales via email and telephone. No reponse. I will be starting legal proceedings as it is illegal under section 75 to sell fake designer goods. DO NOT BUY FROM SECRETSALES! I HAVE LOST £528!
Below is the exact email from Gucci.
"Following our telephone conversation, we would like to inform you that we have received a feedback regarding your bag left to be repaired in our Bond Street store.

We would like to confirm you that we have received you bag unrepaired back in our store.

The reason why the repair could not be performed is that unfortunately the bag is not a Gucci product.

The security tag is not present in the bag and the codes embossed in the bag do not correspond to our internal codes.

The bag is now ready to be collected at your convenience in our Bond Street store.

Should you need any further information do not hesitate to contact us,

Kind Regards,

Giulia
Gucci Care Service
GUCCI
London Bond
34 Old Bond Street
W1S 4QL London, UK
Phone: *******716 "
Edit

Ordered a pair of shoes £454 arrived next day and were completely wrong shoes to what I ordered rang up after being on hold fir half hour was asked to email pic they said send them back for refund I sent back same day and the nightmare began they kept saying they hadn't received them the post office said they were signed for after ringing fir four days being on hold every time for hours begging getting through kept getting told they were looking into it in the end I had to go sorting office get a printout of the signature email it to them and they finally refund me never ever again the fault was there's in beginning advertising wrong shoe

I have been waiting in excess of 8 weeks for goods purchased, yet were sent back due to 'multiple failed attempts' although never was a delivery attempted.

Dean at customer services has been very patient and able. However that is the only member of the team who should be in customer services.

It has been escalated 3 times in the last 3 weeks alone and a manager has failed to contact me.

Still no goods and still not refund.

This is the second time that this has happened and secretsales remain silent.

Awful awful experience with an awfully unprofessional and disappointing service provider.

They have now eliminated any chance that I will ever use them again.

Save yourself the stress and anxiety, as well as your money. AVOID

Update: 14:46 as you can see from their lacking reply. Avoid Avoid avoid.

No acknowledgement of the fact that this complaint is being investigated by secretsales. No acknowledgment of the time periods and thr fact that I have neither items or a refund. Again AVOID

The complaint has been lodged with the courier. The complaint about your appauling customer service and continual ignoring of the issues I have had with secretsales and their customer services representatives.

Customers are able to read these reviews and see the pattern of disregard your customers are treated with.

1) I bought a watch from secret sales and a dial stopped functioning. The watch that I OWNED which I sent back for repair was disposed of after being deemed unrepairable without my knowledge. A clear BREACH OF CONSUMER RIGHTS. That was my property and secret sales had no right to dispose of it without consent.

2) Secondly, customer services are dishonest. I spoke to a staff member coincidentally 2 days in a row by the name of Dwayne. He didn't realise the previous conversation and assured me on both days that the refund had been authorised on the day of calling on the two different days- a direct contradiction- and the money would be in my bank account within 5 days. After numerous phone calls and complaints in the end I received a cheque not a bank transfer BUT for a reduced amount and not the £253 as promised + return postage.

3) They have given me £20 vouchers as compensation. The vouchers expire in 2 months! This 'compensation' ties me into the company with the short expiry date forcing me to buy something from them quickly. This is a con for further sales and not true compensation.

If you do anything today, read this review! The list of fundamental problems you will have to deal with from secret sales. I'm still awaiting responses to the above and will update you readers if there is any resolution. This is an ongoing chase since 14/3/17.

I ordered a jacket via secret sales at the beginning of February with an estimated dispatch of 7th march. This date passed and I'd heard nothing so I emailed their customer service team who told me there was a delay and gave me a new date. I chased this more than 5 times - each time requesting an update and that my postage and packaging cost be refunded. I received vague replied and no acknowledgment of the P&P refund. I chased this again recently to be told, 14 weeks after I placed my order, that they were unable to fulfill the order and had given me an online credit to cover the cost. As I will never order from them again I have asked for the money to be refunded to my card instead.

Wouldn't recommend Secret Sales at all, especially when other website e. G brandalley have had the same item available since and I've never had an issue with them.

I purchased a prada handbag for over £1300 on April 1st. It should have been despatched before April 7 but today is May 2nd and the item still hasn't been despatched. Secretsales blame a change in warehouse but they haven't even acknowledged their lack of communication or updated my account details which still say item will be despatched by April 7th. I also have another order that should have been despatched before April 11th - again zero communication on this and even after sending a comprehensive letter of complaint to customer services they fail to acknowledge these major issues they currently have. I strongly suggest you think twice before buying anything from secretsales and if anyone from secretsales is reading this... take note that offering a dissatisfied customer a nominal voucher as a peace offering isn't an acceptable solution. Any customer with an ounce of sense won't buy from you again, so offering them a voucher is utterly pointless.

A truly appalling service. I ordered a kitchen knife on December the 12th, it is now the 2nd of March and nobody can tell me where it is. On my last call I was promised someone would call back within 48 hours and I've heard nothing. I have unanswered emails and no evidence that they intend to deliver my product. They claim to have 'tried to deliver it', but they could've emailed me when on route (as promised, but this didn't happen), post it through the letterbox (it's a small product), leave it with a neighbour, leave a delivery note, leave it at the post office; none of this was done. When I phoned to complain, they treated it like it was my fault for not being home. I've waited for nearly 3 months, and when I call they have no idea where it is. They said they'd refund the delivery over the phone, but they won't commit to this in writing and I've not received a penny. A terrible company with a business model that doesn't work (unless you like wondering where your purchase is)