BESTSECRET Reviews 

After your latest response, I find it very strange and disappointing that the product has somehow been “lost” and that you are now proceeding with a refund.
This makes me question the reliability and credibility of your company. A trustworthy company would simply inform the customer that the package was lost and arrange a new shipment instead of leaving the customer without the product they ordered.
I am also concerned that the refund may never actually be processed. Overall, this has been a very disappointing experience, and I would not recommend this company based on the way this situation has been handled.

I have only had very positive experiences both with Customer Service and Delivery serrvice.

I strongly advise against shopping with BestSecret. I have been waiting for my refund for over a month, and the company appears to be unable to process it due to technical issues. They are repeatedly trying to transfer my money to a bank account that does not exist, yet they have still not resolved the issue or returned my funds.

What is even more frustrating is that BestSecret does not even have a customer service hotline, making it extremely difficult to get proper assistance.

I feel that BestSecret is withholding my money simply because they cannot technically process the refund. This is completely unacceptable. I do not recommend this company — avoid shopping there if you do not want to risk having your money stuck and being unable to get it back. Order 2303092597

im so happy
good price quality fast delivery

Good oportunity to afford quality clothes. There is also lots of cheap stuff in the outlet, though, whereas brands like Windsor and Max Mara are missing or very rare in both stores. Bargains were easier to find before change of ownership. - Excellent customer service.

I had a problem with a missing item in a parcel, the team of BestSecret handled everything very friendly, fast and professional and returned the money immediately, I am very pleased with the transaction.

Top customer orientation, very timely managed, friendly

I am extremely disappointed with my experience.

I returned all of my items together in one single return parcel using the return label provided by BESTSECRET.

BESTSECRET acknowledged receiving one item from that parcel, but claimed that approximately 11 other returned items were “not returned” and is now asking me to pay around 2,600 DKK for items that I no longer have.

I know with complete certainty that I returned all of the items together. The clothes were too small for me, and I even placed another order to buy the same items in larger sizes. It simply makes no sense that I would keep the smaller sizes while buying the larger ones again.

This is also not the first problem I have experienced with their return processing. In a previous return, one returned T-shirt was initially not registered until I contacted customer service several times. Only after repeated emails did they confirm that they had actually received it.

Despite explaining everything, I was only told that they had reviewed a warehouse video and that their decision was final. No fair solution was offered.

I have been left with a demand to pay 2,600 DKK for products that I genuinely returned and no longer possess.

I have now escalated the matter with the appropriate consumer protection authorities.

I sincerely hope no other customer has to go through this experience.

I ordered a ring(the brand "by Colette") that was clearly advertised as 9-karat gold, but they sent me a fake piece instead. I took it to a local jewelry store, and they informed me it was a total fake, worth less than 1 Euro!I returned it immediately. To my surprise, customer service actually admitted that the item was fake. However, they continue to list and sell these exact same jewelry pieces as real gold on their website. This is completely deceptive and dishonest. Beware before buying jewelry from this shop!

Second time BestSecret has failed to deliver an order and handled it badly. Once again, instead of re-attempting delivery, they make me wait until the product returns to their facility before they'll process a refund. Their customer service never proactively notified me of anything — I only found out there was a problem after contacting them myself.
On top of this: I had an account in Estonia, moved to Germany, and created a German account — which they blocked, citing "multiple accounts." There's no option to update your country, so relocating within the EU apparently means you're stuck shopping as if you never moved. Blocking a new account purely because I changed EU country of residence also seems at odds with EU geo-blocking rules — something I'm now raising with the Verbraucherzentrale.
And their replies no longer even include the agent's name — everything is signed "Customer Service." Anonymous responses while telling customers their problems can't be solved.
Bad logistics, rigid policies, and no real intention to fix either.

Following up on your public Trustpilot reply, in which you stated my most recent order was "expected to be delivered today" and that my account "will be unblocked shortly."
Neither has happened. As of today, 19 June 2026:

No delivery has been made.
I have received no contact from customer service — no email, no update, nothing — despite your stating you would contact me separately.

So the public response acknowledging my case has, so far, produced no actual change. I'd ask for three things, in writing: a firm delivery date or an immediate refund without waiting for the parcel to return; confirmation of my German account status; and a single named contact handling this so I'm not starting from zero each time.
To be clear about the refund: I'm not willing to wait on a parcel to physically return to your facility before any money moves, particularly when there is still no evidence it was ever delivered or even dispatched. If this isn't resolved, I will pursue it through my payment provider and the Verbraucherzentrale.

Top Fashion Brands, fast Delivery. Good customer Service. Fair pricing.

i have been very satisfied with this shop, their customer service and all, although one of their packets did not reach me, they asked me to order again, gave me my money back with 10 euros for my trouble.

Costumer service was really fast,we sort the problem with 2mails) Great job!

Really very good prices, great customer service , really good products with high quality… I recommend my friends

I’ve been a member since more than 15 years & have never been disappointed. The quality is high, the prices really good & the customer service quick, friendly & reliable.

Super wide range of articles - prices are okay and special offers are perfect. Bought already a lot of clothes for me and my grandchildren. Fast shipping and returns without difficulty and fast refund. Customer service works friendly and solved all problems immediately.

I bought one item that I regret so much. Now they are sending lots of e-mails every day. I unsubscribed but they are still sending all. I blocked and reported but this would not be needed with a professional company.

Our experience with this program has been a scam and the customer service is terrible. I invited another person to the program, which according to the conditions should give me 20% and 100 points. The person I invited is my husband, so I know exactly what was ordered. The time frame has passed and I received neither the 20% nor the 100 points. Customer service ignored all emails about this.

Then, for another issue, an agent named A. O. replied saying that due to “data protection” she cannot tell me what the other person ordered (nobody asked for that). When I replied asking why she is bringing this up and that I a
m simply asking them to respect their own terms, the answer was that they had been “nice” and “explained everything” (completely untrue) and that I was being rude(now days you are rude for asking for own rights )— so they will not reply anymore.

Completely pathetic, scam‑like behaviour and absolutely unacceptable. We will take legal action because these are fake and misleading conditions, and the customer agent clearly tried to fool us. When she couldn’t, she played the “respect” card. Completely disgusting. Be careful — they used to have good customer service, but in the last months they have become incompetent, rude, and barely reply at all. And when they do, it’s even worse.
Reply: what data protection are you talking about since is my account? You dont give clients information about terms for their own account? I mean do you read what you write?🤢
You have email with the legal notice and since customer nr is not possible to copy paste I can't memorize an endless nr or better I dont bother and pretty sure you know well what is about since you got the notice circa one hr ago and the email is shared here so yeah; hilarious here where people can see who you are, you reply within the hour but requests privately are being completely ignored or replied after weeks and horribly in my case ( which i read below in the comments is not an isolated case).
Flag the comment as defamatory is pretty pathetic and your agent could have reply this easily via email instead of being extremely rude and incompetent.