Review Time
I am extremely frustrated with my recent orders. Three different items for the home arrived damaged. Even though I immediately contacted customer support and sent photos proving the condition of the products, their response was insulting. They refused a full refund or a credit of equal value, offering instead a minimal fraction of what I paid. This is completely unacceptable and feels like a scam. I expected much better from a store like this."
I ordered shoes from Bestsecret in one size and from other shop in other size because I wasn't sure which size would fit.
Turned out the Bestsecret ones were small so I returned them. I made a mistake and packed one smaller and one bigger shoe. As soon as I realized, I contacted costumer service and they told me to send them back to me when they reach the warehouse.
Until then, there's no reply from them. I even got refund. I don't know what can they do with wrong paired boots.
And the best thing, they have put them back on web tonight and are already sold.
I wonder the surprise when someone gets two different sized boots.
I would have given 0 stars but unfortunately there is no option for that ! The worst website to order anything ! I have placed an order at 22/1/2026 ! The parcel is shown in transit from 24th of January and it didn’t even got out of Austria( their stock facilities are there obviously) ! When I asked through an email what is happening with my parcel and why is still shown in Austria( Vienna ) at 4th of January , they gave me an automated answer that the parcel have been dispatched from the same post center again now at the 4th ( previously at 24/1) ( epic joke answer ) ! Today 9/1/2026 the last update is still dispatched from the same sorting center in Vienna ! Every single time I sent an email they send an automated answer when I sent it through their form and never answer when I reply to their email ! After 19 days even if someone was coming here on foot, wearing the jacket, he would have reached me ! 0 customer care ! They obviously don’t care !
Dear BESTSECRET Team,
thank you for your reply.
Please find my details below:
Order number: 2151501580
However, I must be very clear: I am not looking for another generic response. I expect a concrete solution and a direct answer.
This is not an isolated case. It is a repeated pattern with Express One deliveries in Slovenia, where “home delivery” is effectively not delivered to the home. In practice, the courier often does not call in advance and frequently does not ring the doorbell. If the recipient does not come to the door within 1–2 minutes, the delivery is marked as failed and the parcel is automatically redirected to a parcel locker or pickup point, followed by repeated SMS messages and pressure to collect it within a short deadline.
In addition, it is evident that my previous messages were ignored, which is why I was forced to file a report with the Market Inspectorate of the Republic of Slovenia. The case has already been reviewed and, as communicated, the company will also be sanctioned.
There are also hundreds of public reviews from Slovenian consumers (often rated 1/5) describing the same issues with Express One. Many customers report being forced into pickup points instead of receiving a paid home delivery, and some also report additional fees being charged when collecting parcels at parcel lockers or pickup locations (e.g. gas station pickup points).
At this stage, the situation clearly requires broader attention and transparency, and I am prepared to escalate it to the media.
Therefore, I request a clear and direct answer:
Will BESTSECRET continue working with Express One in Slovenia?
If yes, why does BESTSECRET continue cooperating with a delivery provider that has a large volume of severe consumer complaints and repeated delivery failures?
Can you offer me delivery via a different shipping partner, or ensure proper home delivery without forced redirection?
Please confirm in writing that my complaint has been officially registered and escalated to the responsible department.
Kind regards,
Natalija
Very disappointed with the delivery and customer service.BestSecret advertises 6–12 working days delivery to Cyprus, but in reality my orders never arrived earlier than 22 days. This is not a small delay — it completely breaks trust and creates real problems, especially with their strict return window.
Because of this delay:
I almost missed the return deadline
I completely missed the joy of giving a birthday gift, since the item arrived far later than advertised
I contacted customer service multiple times to explain the issue clearly. The replies I received were generic, dull, and did not address my actual complaint at all — no acknowledgment of the delay, no solution regarding returns, no accountability.If delivery realistically takes 3+ weeks, then advertising 6–12 days is misleading and unfair to customers who plan purchases around those timelines.Good products mean nothing if logistics and customer support fail this badly.
I placed my order on December 30, 2025. After twenty days without any update, I reached out to the company, only to learn that my parcel was lost! They didn't even take the initiative to inform me about this issue. As of January 23, the company is still looking into it, and I still haven't received a refund.
I placed my first order through the app, specifying a pickup point for delivery. Instead, the package was sent to my billing address, which I couldn't access as I wasn't home. The postal service mistakenly confirmed delivery when it hadn't occurred. Later, they emailed me stating the order wasn't delivered and required the company's authorization to release it again. I sent numerous emails with all relevant screenshots, but the only responses I received claimed it was delivered, despite my proof from the postal service. The customer support has been incredibly unhelpful.
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