SecretSales
Reviews and Complaints

I bought a pair of Armani trainers they sent the wrong size and I asked for a replacement or refund, they told me to send the trainers back and they would send the correct size. As instructed sent them back and chased them for my trainers or refund they have simply ignored me and I have received nothing it's now been 3 months I have sent probably 18 - 20 emails as there is no other way to contact them. This has happened to someone else I know they just gave up as it was £25 but I'm owed over £150 and I don't know what to do now. Any advice anyone? This is my first public review and I think I'm going to repeat this post on all websites that are connected to secret sales and on my linked in where I have 13k plus followers which will do more damage than the £150 they owe me. If anyone has a better solution please let me know. Thank you

I purchased a watch on the 5th of december and was supposed to receive it on the 18th of december. I got home to find a letter from hermes saying that my order was left in the outside bin. I went to check the bin and nothing was there. I have called them 5 times, I have exchanged emails with the manager raylen reddy and nothing has been done about this order. Not only that but everytime I have called I have waited on the phone a very long time and I have just had the phone put down on me. Their service is absolutely rubbish.

I ordered a Michael Kors handbag on 23/12/2018. Not only was it not delivered but I sent numerous e-mails asking where it was and for someone to contact me. Not only has no one contacted me but it has now been returned without anyone speaking to me and it is dearer than when I purchased it. I have also now been refunded which I did not want I wanted the handbag. I am absolutely fuming and want it at the price I originally purchased it for which the company have not even tried to deliver.

My order number was 3917487

Regards Wendy Mason
[protected]

I purchased a bag for a substantial amount. It was wrong. Returned it. Took ages to say they had received it. Eventually refunded 2 weeks later. E vouchers I said I wanted cash. After 2 weeks of e nailing and ringing I was told that the platform for refunding was broken. Strangely it accepted a payment for something else I bought. After an heated discussion yesterday I was promised a call from the finance department, previously told I couldn't speak to them. Still waiting. I am going to go to watchdog and other companies, I would hate other people to suffer like this.

Please read the below correspondents that I have had with secret sales. I also walk with crutches so cant hold onto the item. Im in pain and bedbound following major surgery. As a loyal customer I really expected a sympathetic response.

Also no one sent me the email for the complaints team despite asking twice. Original email sent 27/11/2018

Regards

jeanette.
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Hi

I came out of hospital today and my husband showed me a parcel that had been sent to me from secret sales. I am shocked at the awful way my order was packed. Even worse, when l opened the parcel l noticed that the beak is broken.

I am really disappointed at the lack of care that has been taken packing my item. The photos that I sent in my original email will show you the packaging and broken beak.

I await your response.

The order number is 3874322.

Jeanette Cassidy.
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standard reply sent from SS re collection point.
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Hi

I am not able to drive in order for the parcel to be taken to a collection point.

I have just come out of hospital and am not well enough to drive.

Please arrange alternative arrangements. This isn't my fault or a change of mind. I was sent a damaged poorly packaged item by a member of staff. I don't think it is fair that you expect me to do all the arrangements.

Jeanette.
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Hi jeanette_cassidy,

I'm very sorry, we don't have that option available.

Kind regards,
Collete Ntombikayise Myeza
Customer Services Advisor
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Please can l have the email for the complaints dept

Jeanette
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O.no 3794520 return note UKQ321 returned on 12.09.18 at 13:44 signed for. Have emailed customer services several times enquiring when I can be reimbursed for the return; automatic response received every time confirming thast my case has been resolved but still no sign of money! have rang several times to be told the same thing, no one is able to confirm when I can get the money back. Shocking, disappointing, disrespectful. You have just lost a regular customer who will also spread the word not to shop at secretsales ever!
If I don't get a response by Friday 28.09.18 and confirmation of when I will get the money back (it's been exactly 2 weeks since you received the return) I will report you to trading standards and watchdog

Kamila Kowaluk

i ordered a pair of Rayban Sunglasses for my son in total with P&P costing £110.95. i had no notification of delivery and wasn't home the day Hermes came to deliver. the box was left with a gentleman who's address was on a different street but doesn't live far from my home, i do not know this person nor have i ever given permission for deliveries to be left with him or at his address. a card had been placed through my door stating that parcel had been left with the person above and that the box was damaged, apparently the gentleman had only accepted the parcel on condition that the delivery man from HERMES wrote that the box was indeed damaged. when i collected the box which was approx. 1 foot in height, 9 inches wide and 5 inches deep (rather large for sunglasses) and not sealed in the usual grey secretsales plastic bag. The box was indeed damaged and partially opened at the top, when i looked inside the box it was EMPTY apart from a couple of pieces of bubble wrap, the usual leaflets for wine and the statement showing order (no initials showing who had packed and checked the order). i telephoned them immediately and forwarded photo's taken. Then months of emails followed most of them duplicates giving no information and totally ignoring my concerns and the fact i had stated that my order was with them and not HERMES therefore they were responsible under the Consumer Rights Act of 2015, they then had me sign a form stating that i had not received the order and they said this would be sent to Hermes - it would take up-to 28 days for Hermes to investigate. When 28 days plus had passed they had still not contacted me so i emailed them, they sent an email stating a ticket had been issued and someone would contact me within 1 working day, surprise this never happened when i again sent yet another email i received 2 emails one from Yudesh Baldeo saying Hermes had refused my claim and the other saying ticket had been closed if i wasn't happy i should reply via the email which of course i did only response i have had is the same emails sent to me several times with boxes at the bottom to say if i am satisfied with outcome. As an outcome has not been given, ie non of the queries or indeed statements of the Consumer Rights Act have been totally ignored. Unfortunately payment was made via a debit card not credit card.

I have also told them that i am suffering from MND which when i telephoned the very first time i contacted customer services i said that i was unwell that was why i couldn't speak clearly or quickly (has deteriorated since all this started, and all the stress and upset at being ripped off certainly has not helped) that is also why it has taken me so long to type this statement of utter disbelief and disgust at this sham of a company and even more so at a pathetic excuse for a so called customer services department. They have my contact details so they can call me anytime, but i am going to continue with this fight as they are totally and completely out of order. i also hope that Hermes get to see this as according to secretsales this was their decision.

I have received wrongly described items. I contacted customer service for a return with a prepaid label.
Customer service guy was very pushy and unpleasant to dealing with.
My request was not resolved and it takes time to get a feedback, I wanted to escalate it further - it was ignore.
Customer service is arguing that I am wrong, his tone is unpleasant, issue is still not resolved.
My 14 days return policy is about to expire- no solution...

Outcome: wrong item received, I need to post back at my own costs again, 1 item is missing from the order - no feedback on that.

Kevin watson
85 lytchet way
Enfield
En3 5xs
Order no: 3740587
Placed on the 15/06/2018
To be delivered between
02/07/2018-18/07/2018

Once again I've taken a day off for me to contact secret sales and be told my order has NOT yet been dispatched. Why is this always the case!?
Why are you waiting to be contacted by the customer if you can see it hasn't been sent out yet but your advised dates remain the same!?.

On speaking to a member of your staff was told an email was sent to me stating this. Clearly lies!
Can you send proof with time stamp and date this was sent.
Not at all happy with your services this is not the first time. Me taking the morning off has cost me £60 are you now going to refund this

i ordered the sunglasses in question on 31/05/18, and then emailed requesting a refund within 2 hours as i'd seen some others which i preferred.

Secret sales advised me that i was too late and they had already been sent, which i reluctantly accepted.

On the 07/06/18 i emailed to tell them i'd not received my item, even though the website said delivered.

On 12/06/2018 The customer service team secret sales forwarded the email onto brandlogic, who i emailed on the 13/06/18 asking for a quick response.

brandlogic replied on the 13/06/2018 with a link to the royal mail tracking service that it had been delivered on the 04/06/18 and they are unable to offer a refund unless the item is returned.

I emailed the same day explaining that it had not been received by me. I also pointed out that it is the senders responsibility, by law, and that it is their responsibility to chase down the item/issue a refund.

I have since emailed both companies several times, and research into whose responsibility it is leads me to believe that since secret sales are the company i bought the glasses from, it is their responsibility!

Dear Sirs

I had two orders delivered whilst I had to attend to a bereavement abroad and as I was away for just over a month my two deliveries come there are a few items that I wanted to return however it was outside the 14 days return. Upon my return I emailed requesting a return and they said I cant as its out of their hands however I did explain the reason and they seemed to just say well theres nothing we can do and you have to keep them item.

case number is [protected]

Please can you investigate and let me know how I can return the items and get my money back.

Regards
Maria Pereira

I have requested a refund as secret sales could not deliver when they they said they would. I informed them that I no longer required the goods they continued to try to deliver. They have now agreed a refund but to the account purchased from. That account is now closed. E.vouchers are not acceptable . I have requested a cheque but this has been refused and my e.mails are no longer being replied to. Please inform me how my £107 can be refunded

Purchased July 2017 for new kitchen

Installed once kitchen finished in sep 2017

Feb 18 fridge not working all the time

After contacting you a engineer was arranged and came and replace thermostat
But could not get it working

We have asked for a new fridge /freezer or refund
Promised that we would be called back by managers but nothing
Without a fridge or any resolution from your company

I ordered two Cabin suit case on the 7 th and 9 th of March for my holiday worth 40.95 each from secret sales .My money was taken from my account the same day via PayPal but inspire of writing an email to secret sales and one month of waiting I have not received any response from th .I would like my money I paid credited back to my paypal account as I had to but another cabin case for my holiday .I received no confirmation of my order and no email about the item I bought .

I complained about a Hoover and two laptops I bought from secret sales over two months ago they keep telling me to contact the seller and copy them into the email and this has been going on for over 2months now till finally the seller said they can't refund
But I as I customer I don't know the seller I only know secret sales so know am waiting on secret sales to give me my refund

The worst service ever
i ordered my item on 13th December which was meant to receive on 19 December
They sent me a tracking number for myHermes which says the order was placed as i spoke to the myhermes they told me the order was placed but the item there was no collection
There line was closed till 2nd i called them up after one hour wait they said we put a complaint through
i spoke to them today and they lied about the item was lost
it was Christmas present and the only thing i was told we are sorry
they done it second time when i asked for refund i was told you will receive it in 5 days
I would highly recommend to not order anything from them and report them

My order number is 3552128

Case number is [protected]

I am extremely disappointed because I tried to follow the returns process, It generated a RAN then it wouldn't let me process a collect plus label. I then ended up writing the RAN on the label provided with the delivery note. I tried to go back in the secretsales website several times but there is no option to return the order. I went to the collectplus store and they have refused to accept it as they need the special label. I also went on to the collect plus website to see if I can order the label from there but secretsales is not a retailer featured on their website.
I think it's appalling that you make it as difficult as possible to undertake returns and then have the nerve to give a deadline by which you should receive the return. Please advise on next steps.

Because of their misleading and even stupid policies, I lost over 200 pounds.
Their website clearly states how many days you're given to return items. I did. But they never refunded. Asked them why, they said it was too late.
But I know I wasn't as I sent everything back the same day and the receipt I received after shipping can rove that. However, they don't even want to listen.
I just donated my money :(

7 weeks waiting for my parcel, and when I called Customer service, was no explanation why the delay and what was happening.
they refund me the postage charge, after few days I called back.
finally they find out where was my parcel, when I asked how long to be with me, response was "not sure".
so basically I had 2 options, money would be refunded or wait for a miracle to happen, horrible service.
never again will use secret sales and definitely will not recommend.

Recieved the mail below - not acceptable from a brand retailer and had 3 representatives who were rude an unwilling to help, expect a Manager to call me on [protected]

Unfortunately there has been an unexpected delay in your purchase(s) from our Morphy Richards Sensor Bins sale reaching us from the supplier. Please accept our sincere apologies; we are doing everything we can to resolve this issue and we will update you as soon as it has been resolved. Your new estimated delivery date is 13th January 2017.

Once again, please accept our sincere apologies for the inconvenience caused. If this date is not suitable, then you may cancel your order at any time by emailing us at [protected]@secretsales.com quoting your name and order number and we will refund you immediately.

Customer Services