Absolute Rubbish! On arrival went straight into the bin. Wasn't going to embarrass myself or insult my partner by offering her such a poor quality and obviously badly copied piece of erotic lin... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
4 things ordered - 1 incorrect item sent, 1 poor fit, 2 poor quality! If you like speaking to AI robots for customer service then this is the company for you.. say all the right things in their respo... See more
Company replied
Terrible scam business. Definitely not from the Netherlands and from poorest quality and worst manufacturers from China. Initiated the return process to get a full refund initially and offer... See more
Company replied
I was sent lingerie a few months back that was all different sizes as it’s from china!!! They looked pretty but I needed to contact them to send some back I’ve heard nothing still got lingerie I bou... See more
Company replied
1.5
Bad
288 reviews
Replied to 81% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Wish I'd read the reviews
Wish I'd read the reviews before purchasing. Quality is poor and returns policy not transparent. Customer service is awful and unresponsive despite the 'let us make it right for you' emails. I am now planning legal redress for recovery of my costs. Steer clear of this company !!!!
(The reply below is just a standard response i have received this twice by email. All I want is a refund ! Seems the only way is to name and shame unfortunately. Wish it has just been dealt with properly...)
7 April 2025
Unprompted review
Reply from Secret cocos
Hi Adam,
We’re truly sorry to hear about your experience. We strive to provide the best service, and it’s disappointing to learn that we didn’t meet your expectations. We’d love to make things right - please contact us at info@secretcoco.com so we can assist you personally. We appreciate your feedback and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
Best lingerie I’ve ever owned
This is the best lingerie I’ve ever owned. I feel like a goddess every time I put it on!
24 September 2024
Unprompted review
Reply from Secret cocos
Hi Deborah,
Thank you for your wonderful review! We're thrilled to hear that our lingerie makes you feel like a goddess - that's exactly what we aim for! Your feedback means a lot to us, and we truly appreciate your support. If you ever need anything, feel free to reach out. We look forward to serving you again!
Best regards,
SecretCoco Customer Experience Team
Abysmal customer services, avoid
I'm having the same experience as other reviewers in the UK or Europe - very poor customer service, and an apparently non-existent returns policy. Absolutely shocking. I also found that when ordering online and paying via apple pay, the delivery insurance fee (which I had declined) was charged to my order. I have had no response from the customer services about this issue.
Total waste of money, please avoid like the plague.
25 March 2025
Unprompted review
Reply from Secret cocos
Hi Bron,
We're truly sorry to hear about your experience. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your concerns, including addressing the unauthorized insurance charge. We appreciate your feedback and will use it to improve our payment processing system and customer service responsiveness.
Best regards,
SecretCoco Customer Experience Team
Failed to deliver, no customer service response
Update: despite their response below, they have failed to respond to my email and have not processed a refund, even though the parcel is now returned to them. I will now raise a charge back with my bank
Placed an order with ETA 5-9 business days.
- After 3 weeks, I emailed for an update as tracking showed no progress.
- After 4 weeks, they replied saying that they could not deliver due to an incorrect address. I confirmed they did have my correct address.
- After 5 weeks, I emailed again for an update as they had not replied.
- After 6 weeks, after still no reply, I emailed asking for a refund.
- Still no reply
21 March 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with the delayed delivery of your order and the subsequent communication issues you've encountered. We understand how frustrating it must be to wait 6+ weeks without receiving your items or getting consistent updates, especially after being told there was an address issue that wasn't accurate.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with processing your refund request. We appreciate your detailed timeline feedback and will use it to improve our delivery tracking, communication processes, and response times.
Best regards,
SecretCoco Customer Experience Team
Items faulty and bad customer service
Ordered 3 items. One was delivered broken and the other 2 did not fit my size. I contacted customer service which asked me to sent a photo to assist appropriate sizing (which is inappropriate in itself).
I sent them a photo of the broken item and have never heard back from them. I sent them 2 more emails but nothing. Very bad service. Will never buy again.
6 March 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with receiving a broken item and sizing issues with your other purchases. We also sincerely apologize for the inappropriate request for photos related to sizing and the lack of response to your multiple follow-up emails, including the photo of the broken item. We strive to provide the best service, and it's clear we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your concerns about the broken item and sizing issues. We appreciate your feedback and will use it to improve our product quality control, sizing guidelines, and customer service processes.
Best regards,
SecretCoco Customer Experience Team
AVOID
If I could rate a minus I honestly would. I rarely leave reviews but feel impelled to on this occasion to hopefully stop others wasting time and money. Ordered items at the start of Jan took over a month and to arrive, customer service is awful so actually assumed I’d been scammed. Items eventually arrived and beyond awful, cuts on all items were totally out so their size guide is irrelevant! Have battled for weeks to try and get any sort of a refund but they insist on you paying the return to China even though items are not as advertised and not fit for purpose so their money back guarantee is complete BS ! The quality of these items make Temu and Shein look like Harrods .. avoid !
16 March 2025
Unprompted review
Reply from Secret cocos
Hi Louise,
We’re truly sorry to hear about your experience with your order. We strive to provide the best service, and it’s disappointing to learn that we didn’t meet your expectations. We’d love to make things right - please contact us at info@secretcoco.com so we can assist you personally. We appreciate your feedback and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
Avoid Secret Coco – Complete Scam!
This company is nothing more than a dropshipping operation that sources products from China. Despite marketing itself as a local business, it is not. I ordered three sets and only received one—after waiting four weeks! The rest never arrived. The item that did show up came in flimsy, cheap packaging (think Temu-quality), and the product itself was absolute rubbish. Do not waste your money on this scam.
——
Reply to secretcoco
The below response from secretcoco is obviously an automated message encouraging me to reach out if I had any issues, I did exactly that (prior to review)—but received no response. It’s clear this was just a generic message with no real intention of resolving customer concerns. Very disappointing experience!
15 March 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with your recent order. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations. We take your concerns about the delivery issues, packaging quality, and product satisfaction very seriously.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your missing items and discuss how we can address your concerns. We appreciate your feedback and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
Bad experience ever
Bad experience ever. They are scam. I made an order January of 20th of 3 sets, to get them on Valentine's day. The items I received only February 22. Moreover I received only 2 items instead of 3. For 3 weeks I'm trying to get the paid item. They just ignoring me, no money back, no missing item. Awful store and customer support. They got the money and did not care about customers. SCAM, SCAM,SCAM.NEVER WILL BUY FROM THAT STORE.Also you can not leave a review on their website.
22 February 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with your Valentine's Day order. We understand how disappointing it must have been to receive your items late and to find one missing from your package. We strive to provide the best service, and it's clear we didn't meet your expectations.
We'd love to make things right regarding your missing item - please contact us at info@secretcoco.com so we can assist you personally with either getting your paid item delivered or processing a refund. We appreciate your feedback about both our delivery times and customer support responsiveness, and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
Scam avoid - No response from their returns team
Scam, avoid! Took 24 days for my item to arrive, obviously missing the valentines occasion. Poor quality arrived practically falling apart. Now no response from their returns team. ChatGpt shows they are based in the Netherlands and I will be taking this up with ECC-Net if they continue to not abide by Dutch consumer protection laws.
UPDATE: It has been 6 weeks now and the customer service team just string you on with 2 week late replies with no signs of a returns address
10 March 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with your Valentine's Day order. We understand how disappointing it must have been to receive your items too late for the occasion, and we sincerely apologize for the quality issues you encountered. We strive to provide the best service, and it's clear we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your return and quality concerns. We appreciate your feedback and will use it to improve our delivery timeframes and product quality control processes.
Best regards,
SecretCoco Customer Experience Team
Bitterly disappointed!!!
Bitterly disappointed!!!
I ordered a beautiful garment on 24th February. Finally arrived today-6th March AND wrong size sent. Even my order email from them clearly states size S BUT I’ve been sent a size L. How can such a difference in size have been sent?! The person that packed it obviously didn’t even check to see if it was right. Definitely will NOT be ordering from them again!!! No one is answering my email for help with this either & it states that you can only return an item after receiving info on how to do it from them-angry and frustrated!!
So since my above review I have had a good response back from the team at secret cocoa. It took a few frustrated emails from me BUT they did respond. Have totally sorted the problem by sending me the right size-I did have to pay an extra £3.99 shipping taxes-and have received my right garment today-which is lovely. I’m pleased they have rectified the problem and will definitely order more things from them. The correspondence from my new (right size) order has been great from reordering to turning up on my doorstep. I just think maybe a quicker response to my problem would have really helped. Thank you secretcocoa for sorting this out for me. Beautiful underwear too 🙏♥️
6 March 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with receiving the wrong size garment after waiting for your order. We understand how frustrating it must be to wait for an item only to receive the incorrect size, especially with such a significant difference between the size S you ordered and the size L that was sent. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with getting the correct size sent to you and arranging the return of the wrong item. We appreciate your feedback about both our order fulfillment and customer service responsiveness, and will use it to improve our processes.
Best regards,
SecretCoco Customer Experience Team
I paid for 3 items which never arrived
I paid for 3 items which never arrived. It’s taken me weeks to get any kind of response from them and now they’re blaming the delivery company. This is being reported to fair trading as it seems to be a similar issue for lots of customers. I would strongly recommend to shop elsewhere and not waste your time with Secret coco.
6 March 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear that your 3 items never arrived and that you've experienced difficulties with our customer service response time. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with locating your missing items or processing a refund. We appreciate your feedback and will use it to improve our delivery processes and communication with customers when shipping issues occur.
Best regards,
SecretCoco Customer Experience Team
Why is there not a 0 star as 1 is too…
Why is there not a 0 star as 1 is too much!! I came across site, looked legit, claiming lots of confirmed positive reviews. So, I purchased 3 items, then after purchasing I came across the reviews below. So in less than 45 minutes from purchase I instructed them to cancel purchase and refund my money, to avert any issues. They had more than enough time to action this at no cost to themselves. This instruction was sent both to info and support email addresses to ensure it was not missed. Nothing!! So daily I sent emails!! Then 4 days after purchase they respond that not possible to stop and that I could return goods for a refund, why!!! They were given more than enough time to stop! Then same day yesterday I get another message to say that my order is delayed due to a quality control issue and that they would be resending. I immediately reply that I don’t want it resent I want my money back! Again nothing, and I expect I will soon get a message to say order on way! I will be taking dispute up with Visa today and instructing them to block payment as all trust in this company has evaporated and I do not want to receive very substandard goods that have cost me £77. Avoid at all costs!!! Customer Service is non existent and from what I read below the items are not what you see on the site.
2nd March
So after I post this and you were given countless instructions to NOT SHIP you do what I thought you would do and you ship! You are running a scam and I have told Visa and they are blocking payment! I did this on 28th Feb, informed you of this and still you ignore instructions. Doesn’t paint a very good customer service does it?
27 February 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your frustrating experience with your order cancellation request and the subsequent communication issues. We understand your disappointment with our response time and the fact that your order was shipped despite your multiple requests to cancel it shortly after purchase.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with resolving this situation and processing your refund. We appreciate your detailed feedback and will use it to improve our cancellation processes and customer service responsiveness.
Best regards,
SecretCoco Customer Experience Team
This is dropshipping from other sites
This is dropshipping from other sites. Complete scammers charging much higher than you can get elsewhere. Zero communication back either.
28 February 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your concerns regarding our products and pricing, as well as the lack of communication you've experienced. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your concerns. We appreciate your feedback and will use it to improve our communication processes and ensure we're providing appropriate value to our customers.
Best regards,
SecretCoco Customer Experience Team
No service
No service, they don't answer their email. Impossible to return an item. Don't buy on this web site. Shipping is very long. You can find the same items for cheaper price on Amazon or Aliexpress.
25 February 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your experience with our customer service responsiveness and return process. We understand your frustration with the shipping timeframes as well. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your return request. We appreciate your feedback and will use it to improve our communication processes and delivery timeframes.
Best regards,
SecretCoco Customer Experience Team
Worst Purchase Ever (and Customer experience)
Terrible decision buying from them.
Site was decent, quite trustful on first end.
Then it started.
Chinese tracking number.
Product not sent cause out of spec.
Delayed.
Finally sent.
Took an infinite time.
Lost my deadline for the gift.
Finally arrives 15 days after.
In a plastic bag that smelled like scam from 6 m away.
Opened it, the moment my wife put it on, broke down. Instantly. Stitches were gone at literally FIRST wearing.
Asked for a refund.
Bounced me back.
Now sending me another tracking number but I have no notification.
I want my money back damn scammers.
14 February 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your disappointing experience with your gift purchase. We understand how frustrating it must have been to miss your deadline, receive a product with quality issues that broke on first use, and then face difficulties with the refund process. We strive to provide the best service, and it's clear we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your refund request. We appreciate your detailed feedback about the shipping, packaging, and product quality issues, and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
I absolutely love your lingerie
I absolutely love your lingerie! It's beautiful and erotic! Absolute 🔥
25 February 2025
Unprompted review
Reply from Secret cocos
Hi Maie,
Thank you for your wonderful review! We're thrilled to hear that you love our lingerie collection. It's always our goal to create pieces that make our customers feel beautiful and confident. Your feedback means a lot to us, and we truly appreciate your support. If you ever need anything, feel free to reach out. We look forward to serving you again!
Best regards,
SecretCoco Customer Experience Team
Website is a con
Website is a con. Images are stolen from a Polish website. Google image search finds it easily. Also a .com website and a .nl do not buy. Positive reviews are fake.
21 February 2025
Unprompted review
Reply from Secret cocos
Hi there,
We're truly sorry to hear about your concerns regarding our website and images. We strive to provide the best service, and it's disappointing to learn that we didn't meet your expectations.
We'd love to make things right - please contact us at info@secretcoco.com so we can assist you personally with your concerns. We appreciate your feedback and will use it to improve our services.
Best regards,
SecretCoco Customer Experience Team
Awful customer service
Awful customer service, been waiting almost a month for a valentines gift. No response to email, delivery updates are paused. Starting to think it is a scam site.
15 February 2025
Unprompted review
ZERO STARS!
ZERO STARS!!
I ordered 3 sets over a month ago in the hope they would be here for valentines.
I’ve ordered before and lived the quality and service so was happy to re order.
All items were low quality, not true to size or actually broken. I’ve been back and forth with emails for a month now and this is still not resolved. Awful customer service.
The prices on the website change weekly depending on the sale so that you don’t actually get a sale price.
13 February 2025
Unprompted review
If I could give zero stars
If I could give zero stars, I would. Ordered three items, but only one arrived. Customer support took five days just to say they would ‘investigate.’ The one item that did show up was cheap and could’ve been found on eBay for less. Total waste of time—avoid!
7 February 2025
Unprompted review
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