Worst Customer Treatment Ever!
I have shopped at Secrets various times, and had good experiences in the store. However, Never, Ever order something that they don't have in stock. And, their stock selection is small, so ordering an item (eg. a bra you tried on but in a different colour). If you give them a deposit and your bra never comes in, they will turn it into a store credit that expires, forcing you to come in an purchase something so you don't lose your money. They will refuse to give your money back and extend a store credit (don't believe what they say verbally to you about your deposit when giving it to them!). Shady, Shady business practices....

In my case, they never called me (I dropped by the store and called multiple times, only to be brushed off and told I had to wait). It wasn't until nearly a year later, that when I showed up at the store they informed me that the bra had never come in and was discontinued. Then they further informed me that they had no records of my calls or showing up, and that they had made calls (apparently the bra had come in), and that I had failed to respond. They had made calls to me indeed, but these were sales calls to let me know about new bra lines I might be interested in, not about the ordered bra and money I had already give them. Wow! I have never dealt with a store that has so much disregard and behaves with so much dismissal of their customers. Such lack of integrity and lies!

Upper management will be appalling disrespectful and tell you that their and that their records are accurate, period, end of story, and eat it. If you have a grievance, don't ever expect an apology, much less a fair solution. If you get upset with them, you will be told that your behaviour is inappropriate. They're right, your're wrong, period. They , and their employees, are above reproach. Literally, I have an email from Secrets management that says as much.

I was fooled for a long time, believing that the veneer of helpfulness, kindness, and regard for customers was outstanding. However, the records they do keep are not meaningful business records, but nastiness about customers. I have found this out from reaching out to other customers who have had problems with them and their practices. They don't care about an individual customer; they believe in their own hype that they are the best and that people will continue to shop there. Also, they talk big about taking bras back (guarantee) but they will suddenly become very sleazy and coercive when you try to use their guarantee and make a return. Ladies, we deserve better!