- Online store
- Verified customer
Faulty Bracelet & Poor Customer Service
Purchased online and arrived with broken clasps. I have posted this back for repair 4 times in the first year now - at my expense. And with this latest repair they have had it for over 3 months now! As others have said, customer service is unresponsive. So disappointing..
Ordered a clearance ring- very excited. The options for sizing were M, N1/2 and P. Ordered M, waited then received an email saying because it was a 'special' order they had to resize it...?? Then the next email was they tried to resize it but the stones kept popping out. Why did they need to resize it when M was on offer??
They did not have any more in stock and then asked whether I would like another similar ring which would cost an extra $30. Of course I opted for a full refund. The lady I spoke to was very nice so no complaints there but how...
Stones keep cracking
I purchased a ring years ago - beautiful style but side stones that are in pressure setting just keep breaking and falling out - have had it repaired about 5 times over the years - rest of time sits in drawer. Now they want me to pay to have it fixed - they are putting it down to age - seriously have only worn it about a dozen times - so very disappointing!
I ordered a silver aquamarine simulant with 4 row neck tiny zirconiasThe zirconias sparkled online, but that was not the case when I finally received the ring that I paid $310.00 for. The silver underneath the zirconias
was left unpolished and quite blackish looking, and this reflected on the zirconias looking quite dark.
I took the ring to a jeweller, but he said that polishing the underneath would weaken the setting!
When I asked for a refund because I wasn't happy with what I received, I was told by the manager that they
couldn't take it bac...
Once you wear something for more then 5 min you cant return it?
My husband and i went to return a pair of earrings 14 days after purchase. The lady told us that under microscope she could tell I wore them for more then 5 minutes and for that reason we cant get a refund. She mentioned she would have to send them back to the factory for remoulding? Great Story. We have purchased a number of items from Secrets but i will never buy from them again as i am now stuck with a pair of earrings which are useless to me. What a waste of $350.00.
Outstanding customer service
I received my absolutely stunning engagement ring last year had an issue, needed to bring it back the management from the Chadstone store was 110% amazing Kim was very professional didn't try and blow smoke and tell me what I wanted to hear she told me what I NEEDED to hear and I'm truly grateful for her professionalism complete knowledge of what she was talking about, wasn't pushy or rude just straight up with me.
I would recommend asking for Kim the next time you are visiting Secrets Chadstone.
Fantastic alternative for people who like big bling on a budget
My partner bought me my dream ring from Secrets back in 2015 and right up until I lost it in late 2019 it was in beautiful condition. Rhodium was starting to fade, unsurprisingly with 4 years of daily wear and only bi-yearly cleaning, but the diamonds were as bright as ever. A mined diamond equivalent would’ve cost us over $5000 for the same carats & quality - over 5 times the price of what we paid. We recently replaced said ring with another Secrets piece. Great alternative for people who have tendency to lose jewellery (like me) and who like the big sparkle for a smaller price.
Long wait for ring
I ordered a ring on 22March which according to the website, the ring and size I wanted were showing in stock.
On 23March I received an email stating that as the size I requested was not in stock, a special order was being placed for the ring. I immediately emailed to say I did not want a special order, but didn’t get a reply. So the special order went ahead.
As of today 29April I am still waiting despite being told last week my ring was a couple of days away.
Surprisingly the ring and the size I want is still showing as being in stock on ...
Worst customer service......
I placed an order on the 10th April, for a birthday present, and as of the 22nd May this order has not shipped, but the company saw no hesitation in taking my funds in early April when the order was processed.
I have sent numerous emails and only one was responded to, saying that they weren't able to find the stock due to stores being closed. While I am sensitive to that deliveries have been delayed by COVID-19 many businesses were able to at least find stock and ship in a reasonable amount of time - then it became a postage. And they all...l posted on their websites that there were delays and what to expect - this site has no disclaimers or information so thereby they are purposely misleading customers. In addition they have actually shut down the pages on their site to track and order and shipping so only an error message appears. In my last few emails I have requested that my order be cancelled and my funds returned - but surprise, surprise these are the emails that they not responding to. Extremely poor service and I will not be ordering from them again.
Scratches All Over My Stone
I was under the understanding that lab made diamonds are just as hard and scratch resistant as mined diamonds, so I'm really disappointed that after a year my stone has multiple visible scratches on it. I'm so careful with my ring (don't sleep in it, don't shower in it, don't do the dishes in it) so this just leads me to believe it's just poor quality and obviously not as strong as a real diamond as marketed. This is the second issue I've had with this ring too as after 4 months of receiving it the stone was loose like a wobbly tooth and it took about a month for them to repair and get it back to me. Wouldn't bother buying from here again.
Couldn't be happier!
Purchased a secrets engagement ring at the beginning of 2018 after being convinced by my now fiance that it was better than a mined diamond because she could get a whiter stone with no inclusions. Couldn't have been happier with the service, it was the wrong size so once we were back in the country she took it in and had her size specially ordered. It's now been 2 years and it still looks amazing. She gets free cleaning every time she's in a store. It hasn't even needed rhodium plating yet. Would recommend again and again.
I was told my "special order" which I placed (and was confirmed by them on 16th December) would take 6 - 8 weeks which then blew out to 16 weeks. They tried to tell me I hadn't confirmed the order despite me having proof of my email sent to them. Absolute rubbish customer service and they lie. Won't ever purchase from them again and will never recommend.
They sell faulty products and don’t remedy
I purchased a $350 set of earrings that are faulty and I have contacted secrets on many occasions and they refuse to provide a product replacement claiming they are not faulty and trying blame my care for them. I have been wearing my old secrets earrings for 3 months now with no issues so it was clearly the product they provided me with. Absolutely appalling that a company won’t fix a faulty product or remedy.
Secrets Shh Online ordering is a joke
Ordered a Christmas gift from their online store, item was in stock and payment made. A week later Secrets Shh suddenly cancels the order with no explanation and 3 business days before Christmas. I'm left with no item and the funds have not returned to me. Merry Christmas to you too!
Surprisingly good quality
I bought a pair of round 1.5ct white gold stud earrings from Secrets 7 years ago. I think they only cost me around $150. They are still perfect! To be honest I didn't expect them to last this long. The stones are super sparkly. I do have to clean them more often than my real diamonds, but that only takes a minute. I use a soft toothbrush, warm water, and dishwashing detergent to clean them, and sometimes I put them in my ultrasonic machine. The stones are cubic zirconia, so they dull quicker than diamonds, but all you need to do is clean ...them to restore their sparkle. I really like that the Secrets jewellery is made from proper gold. It gives the pieces a more expensive look and you can tell it's real jewellery, not costume jewellery. My mum has a 3 stone ring that she bought from Secrets a very long time ago - I think it must be at least 15 years ago. I clean it for her when she comes over and it sparkles like new. She wears it beside her big natural mined diamond ring and you really can hardly tell the difference even when the stones are right next to each other. The CZ stones are clearer and whiter than diamonds, which have a bit more of a grey look, but only someone like me who really knows diamonds can tell, and even then, the Secrets CZ stones are beautiful even if they do look a little different to mined diamonds. They don't look bad or cheap in any way.
Amazing after care
Bought ring 5 years ago. Main stone lost its sparkle after daily wear this year. Garden City store replaced stone and also threw in free rhodium plating (I found out upon collection). Absolutely love my ring as my daily wear.
Confusing customer service
I ordered a beautiful ring online, of which i was told in about 4 days (which was ok as it was a long weekend) that it wasnt able to be sourced from other stores. However i could request a special order that would be non refundable, unable to exchange or receive a credit note. I wrote back saying that i wad disappointed with these conditions for an item i hadnt seen or tried on (hence ordering online), and that i couldnt risk the $800 and to cancel. Then i got a confusing email telling me that letters L to P couldnt be refunded but as i was a ...P i could? Actual extract "I apologise for any confusion as that email should be not eligible for refunds or exchanges between sizes L-P Since the size you require is a size P. You are entitled to return the ring within 30 days of receipt for a refund or exchange. " I have no trust or certainty in what this representative is saying in an email that is not only contradictory, but badly laid out. I have gone ahead with the cancellation and will take my wedding ring purchases elsewhere.
Beautiful Product Shipping is Slow for Online and Customer Service Not Up To Scratch
I ordered my wife an eternity ring and was told that it would take 1-3 business days to have it sized and then would be sent by express post. I ordered it early in the week in the hopes that it would be there by the weekend. They state that there will be updates but I heard nothing for a number of days and sent an email to follow up. I sent yet another email as I received no response and was starting to worry at this stage as it hadn't arrived. The online assistant (Jamaica) apologised and insisted that she did not receive the first email (an e...xcuse probably best left in the 90's). I gave the benefit of the doubt and overlooked how long everything was taking and she said she would send a gift with the ring. The ring finally arrived and it was stunning. No gift as promised. I didn't really care about not getting it, but it was the principle of my expectations being let down yet again. I followed up and was told it just missed the express post an it would be sent out straight away. Here I am over a week later and nothing. I sent another email to Jamaica and she didn't bother responding. So, the moral of the story is if you need it in a hurry and have confident that express post will get it you quickly - It won't, so be prepared. Also, if you want efficient customer service online, forget about it. It's a shame as the products are fantastic, but when you can order stuff online with express post these days and literally have it in your hands within 48 hrs Secrets are left way behind.
Amazing customer service
I stopped off today to try on wedding rings for the first time and Xin, at the Sydney CBD Westfield was fantastic. She kindly cleaned my engagement ring so that I could get a great idea on how the rings would fit with it. I didn’t purchase today as my wedding is still 7 months away but I will be back. Thanks so much for your great service.
Love my products from here
Love my products from here. I have a ring, necklace and bracelet and they are beyond spectacular. Really shiny and beautiful. Thank you for fabulous service and products. So happy
Questions & Answers
Has anyone got anything delivered to Ireland ? Interested to see how long international orders take and if the jewelry is actually beaut??
My rings were advertised as white gold. Why are they not stamped????
Where are the other stores in Sydney? There was one at Warringah Mall Brookvale but is no longer there.
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