bestsecret.com

UPDATE: The Proverbial Middle Finger — A Case Study Three orders. Three failures. One leather skirt

UPDATE: The Proverbial Middle Finger — A Case Study

Three orders. Three failures. One leather skirt, never correctly delivered. Let's GO!

30 Nov 2025. I order. BestSecret sends "Ready for dispatch." I'm travelling 13 December — but fine, it should arrive in time, usually it takes them about 7-8 days, it says "dispatched"- OK. Except I'm watching the tracking. Days pass. Nothing moves.

Here's what I didn't know: "Ready for dispatch" does not mean your item has left the warehouse. A Hungarian customer named Zoltán Greksa documented this here on Trustpilot — identical automated timestamps across three orders, carrier stuck at "Electronic data received" for days. The notification is an internal milestone. The parcel hasn't moved. Worth three minutes of your time (unfortunately trustpilot doesn't allow links to other reviews but please, go 'waste' a few minutes to find it).

Had I known, I could have cancelled, and ordered in January, if it's still there. Now, I was watching the tracking precisely because I wasn't sure it would arrive in time. CANCEL ORDER - would be fine - That is my right under Article 9, EU Consumer Rights Directive. But once the system says "dispatched," cancellation is locked. I had no way to know the difference.

I left on 13 December. Item arrived 16 December. To an empty address. Wrong skirt.

Jan 2026. Order 2. Right one. Damaged.
Feb 2026. Order 3. Wrong one again.

5 March, 11:51. 'Agent' Sandy T. Word for word:
"We sincerely apologise for the inconveniences caused."
"We have forwarded your inquiry to the department in charge."
"As a next step the article will be taken offline for investigation."
"After a thorough inspection, the item will be included in our assortment again, if possible."
"Please understand that we are not able to inform you if or when the item will be back in stock again."

Check your own BestSecret emails — if there's an automated reference code at the bottom, no human has actually read your case. I am sure 'Agent Sandy' is a wonderful bunch of ones and zeros, it's not my intention to offend her.

NOW, LET ME TRANSLATE THAT FOR YOU:
- 'sorry' - We are legally required to say this.
- Your complaint? - it went into a queue. Goodbye.
- Actually, you know what? It goes back online. Possibly at a higher price. You are welcome to reorder.
- Stock exists. We will not be sending it to you.
- Watch the app yourself. We will not be contacting you.
FULL STOP

And time? money? Your rights? Longtime customer, you say? Yeah, we don't care. That's dispensable.

That is the proverbial middle finger, written in corporate. And it came from a bot, btw.
This is what happens when you replace humans with 'an advanced, superior automated system.' 🤡
NOW, THAT'S a middle finger with some '**** OFF' on a side.

18:05 same day. I open the app. Item online. My size. €137. Active Add to Cart. Six hours after "taken offline."
18:42. I press Add to Cart. It works. Screenshot forwarded to a third party.

I've since learned rather a lot about some stuff I could have lived without, like OMS pipelines, Salesforce reference codes — the automated ticket ID at the bottom of every non-human response — EBITDA, WTF is it and what is it for, and the curious correlation between acquisition timelines and customer service headcount. Fascinating. I'm sure entirely unrelated.

Stop insulting our intelligence. If you need help understanding why this is a problem, I'm sure between all of us we can find someone to explain it. 🤡

Btw, While I am writing this... On the morning of the 6th March. - item still not removed for inspection.

Full timeline in my earlier review — search 'Plavusa' in BestSecret reviews, 3 March 2026. For the dispatch timestamp documentation, search 'Zoltán Greksa' in BestSecret reviews — and read BestSecret's own public response, in which they confirm that 'Ready for dispatch' is an internal milestone that does not mean the parcel has left the warehouse. Their words, not mine.
The whole thing is worth reading, now it is a three star review if that is how you search. And it's a really good read. You could submit this as reading material for your next book club.

Date of experience: Mar 06, 2026