Secretsales Reviews 

Reply from Secretsales

Aug 27, 2026

Hi Andrea,

Thank you for taking the time to leave a review. We’re sorry to read your concerns regarding the authenticity of the item you received and for the frustration caused by the length of time you have been waiting for your refund.

We want to reassure you that Secret Sales does not allow the sale of counterfeit goods on our marketplace. All items are sold and dispatched by carefully vetted third-party sellers who are expected to source their products from reputable suppliers.

We take any concerns regarding authenticity extremely seriously, and if a seller were found to be in breach of our marketplace requirements, appropriate action would be taken.

A member of our Complaints Team will be in touch with you directly via email to investigate the outstanding refund further and work towards getting this resolved for you as quickly as possible.

Kind regards,
Secret Sales

Reply from Secretsales

Aug 20, 2026

Hello

Thank you for your review and we're sorry to hear your order hasn't arrived!

We want to assure you that our team have been actively chasing the seller on your behalf and they are currently investigating this with Royal Mail.

We've urgently followed up again today and have also been in touch by email. Regarding live chat, we can assure you that you have not been blocked - please do try again if needed. We'll keep you updated as soon as we have a resolution! 😊

Kind regards,
Secret Sales

Reply from Secretsales

Aug 5, 2026

Hi, thank you for taking the time to leave a review and we're sorry to hear that your return hasn't yet reached the seller however, we'd like to clarify a few points.

You first contacted us on Friday and we responded promptly to explain that, under DPD's investigation process, we're required to allow 10 working days before a return parcel can be formally reported as lost. Whilst we appreciate that DPD may have advised you that the parcel appears to be missing, the process they require us to follow as the account holder is different and we must adhere to their timescales.

You then sent a further email on Saturday, another on Monday and left this review on Tuesday. We work through emails in strict date and time order to ensure every customer is treated fairly. Sending multiple emails about the same issue doesn't speed up our response and can actually delay it, as each new email moves the conversation back through the queue.

Please be assured, at no stage have we refused to help or ignored your concerns. We've simply asked for your patience whilst we follow the courier's investigation process.

A member of the Complaints Team will be in touch shortly to explain the process and assist you further.

Once again, we apologise for this delay and thank you for your patience.

Kind regards,
Secret Sales

Reply from Secretsales

Aug 4, 2026

Hi there, thanks for taking the time to leave a review and we're sorry to hear you were disappointed by the price shown on the tag.

Secret Sales is a marketplace platform, which means all items are listed and fulfilled by third party sellers. Each seller sets their own prices and promotions not only on Secret Sales but across other retailers too. As a result, a manufacturer's or retailer's previous price tag doesn't necessarily reflect the price the item will be sold for on our marketplace.

Whilst we appreciate the sticker may have caused some confusion, the price payable was clearly displayed on our website before the order was placed and was the price you agreed to pay. Your purchase was still made at a significant discount compared with the product's recommended retail price.

We appreciate your feedback and have shared it with the seller so they're aware that older price stickers can cause confusion for customers.

Kind regards,
Secret Sales

Reply from Secretsales

Aug 3, 2026

Hi Arlene, thank you for taking the time to leave your review.

We're very sorry to hear that you have not received your order, and we sincerely apologise for the frustration and disappointment this has caused.

Having reviewed your case, we can see that the tracking information shows the parcel as having been delivered to the delivery address provided at checkout. However, a member of our Complaints Team will be in touch with you via email shortly so that we can investigate this further with the seller and the courier and work towards a resolution.

Kind regards,
Secret Sales

Reply from Secretsales

Jun 23, 2026

Hello

We're really sorry to hear you've only received a partial refund and have struggled to raise this as a complaint. We completely understand your frustration and we'd love to look into this for you.

We've requested your details so please do look out for this message, and we'll get this resolved for you as a priority! 😊

Kind regards,
Secret Sales

Reply from Secretsales

Jun 10, 2026

Hi Jill, thank you for your review. We're really sorry to hear about the experience you've had with your return and we completely understand your frustration at waiting for your refund.

We do want to clarify that once a return is received by the seller it can take 7 to 10 days for them to process this and issue your refund, at the time you got in touch with us, the 10 days had not yet passed.

However, we've checked this again for you today and are pleased to confirm that your refund has now been issued. A member of the complaints team will be in touch confirming this for you.

Kind regards,
Secret Sales

Reply from Secretsales

May 29, 2026

Hi there, thank you for your review and we are truly sorry to hear about the experience you have had.

The issues you have described are not the standard we aim to provide and we take this feedback seriously.

We have been unable to locate your order using the details available here and have requested some additional information via Trustpilot.

Please do respond at your earliest convenience so we can look into this fully and assist you accordingly.

Kind regards,
Secret Sales

Reply from Secretsales

May 17, 2026

Hi there, thank you for taking the time to leave a further review.

We can see that this matter is already being handled directly by a member of our Complaints Team and that updates have been provided to you via email, including a further update sent recently.

As previously advised, the seller confirmed on 06/05/2026 that the replacement parcel was dispatched internationally and could take up to 2 weeks for delivery depending on customs and courier processing. At this stage, the full 2 week timeframe has not yet passed.

We can also see that the tracking has now updated further and a member of our Complaints Team will contact you again via email shortly with the latest update.

Kind regards,
Secret Sales

Reply from Secretsales

May 5, 2026

Hi there, thank you for taking the time to leave a review and we’re sorry to hear about your experience.

I would like to clarify that In your previous review, the information provided did not initially include the details needed for us to locate and review your order, which is why a more general response was initially provided requesting further information. Thank you for now supplying these details, as this has allowed us to look into your case further.

We’re very sorry that your parcel was not delivered on the original estimated date. It appears there was a delay with the courier, which, while outside of our direct control, we understand is frustrating and not the experience you were expecting.

I can see that the parcel has now been successfully delivered. A member of our Complaints Team will also be in touch with you directly to follow up and provide any further clarification.

Kind regards,
Secret Sales

Reply from Secretsales

Mar 13, 2026

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

Reply from Secretsales

Mar 17, 2026

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! ✨

Reply from Secretsales

Mar 2, 2026

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

Reply from Secretsales

Mar 2, 2026

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

Reply from Secretsales

Jan 30, 2026

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

Reply from Secretsales

Jan 26, 2026

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

Reply from Secretsales

Jan 12, 2026

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

Reply from Secretsales

Dec 22, 2025

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

Reply from Secretsales

Dec 22, 2025

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

Reply from Secretsales

Dec 22, 2025

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