secrets-shhh.com Reviews 10

My elderly father purchased an engagement and wedding ring for my mother s 70th birthday. A first time for her to have diamonds. Three in the engagement ring and several in the wedding band. two and a half years later a large diamond in the engagement ring fell out and four in the band. Took the rings into the Maroochydore store where Gail was fabulous. I was told that the rings would take three weeks to return with new stones at a cost of $100 per ring. Week upon week of communication to Gail who constantly reassured me that they would be back soon but communication with the company was difficult for her as she could only contact them via email and they took days to respond to her. Well fast forward five months. The rings are not returned yet and the consistent emails I now get from this unempathetic woman Grace are as follows: The rings are damaged and the engagement ring will be now over 200 dollars to repair. The wedding ring is irreparable and requires recycling. And any resolution offered comes at a financial benefit to this company. More money to them. My mother is devastated beyond belief as she has looked after those rings as they are so precious to her, and due to her age she is not active enough to damage a good quality product. However, this is where it is interesting. The product in question on this review page is not coming across as a good product with the same complaints being aired on every review about lost stones. Unfortunately, it looks to be the in the workmanship of this store and not doing general household chores as insinuated. Thank God i took photos of the rings as did Gail. This is beyond devastating for a company to be so cold and calculating and definitely not the service of a good reputable company. I have uploaded the rings given to mum on her 70th and two and a half years later photos. Also a couple of the hundreds of reviews on the quality of the product in question.

DO NOT GIVE THEM YOUR MONEY PEOPLE!!!
Company in voluntary administration. New owner just as bad if not worse. No phone contact available. Do not reply to email. Placed custom order end of November 2025. Haven’t received product, no contact, AVOID AVOID AVOID!!!!!

I bought a ring nearly $2000, 5 weeks later I lost 2 stones and their jewellers said it was wear and tare!! 5 weeks later? I had rings that cost less last longer. No refund flatly refused.

It’s their standard line, wear and tare…. Voids warranty. RUN, RUN FAR AWAY WORST COMPANY EVER NO WONDER THEYVE GONE INTO LIQUIDATION!!!!!

I placed an order for earrings as a Christmas gift. The tracking number I received was for a parcel addressed to someone else in W.A (I'm in Vic). I rang Australia Post, can't mark the item as not received because it was picked up with ID. I rang the location the item was sent from, phone rings out. I called Brisbane warehouse, given another number to hear they are in administration. ((UPDATE)) The store called me back. There was an error by the warehouse. The store is sending replacements on Monday.

Deceptive & Misleading Guarantees & Policies. We bought earrings as a present and 2 days later wanted to change them for a more expensive pair, and planned to buy more gifts. The earrings had not even been gifted yet, still in the box. The same salesperson, Sheshir, explained that there is no exchange or refund on earrings. Turns out, this policy is buried in their lengthy 30 Day Change of Mind Guarantee on their site. No sign in the shop. If we’d been advised at the time of purchase we’d have bought a pendant or bracelet, so it could be exchanged by the giftee. Stupid policy, terrible customer service, I had been a loyal customer, even though the stones do fall out of the rings, and you have to pay to have them repaired, but I now would never shop at a Secrets-Shhh again.

I’ve had a Celeste ring for 5 years now. Over time the ring has lost a couple of its little stones, which I’ve paid to repair through Secrets. Last month it lost another little stone, and while examining the ring closely I noticed that some of the larger stones had big scratches on them, one with a large gauge in it. When I went back to the store to have the little stone replaced, which would cost $100, I asked if the bigger stones could also be replaced free of charge under the “lifetime gemstone brilliance guarantee”.
The ring was sent off and we received a phone call that the team were happy to replace one of the scratched stones under the guarantee, however there would be a $400 remounting fee! Allegedly this is the jewellers fee, conveniently separate to Secrets, and couldn’t be reduced.

How can this be justified when the entire ring was not even $600 when we bought it brand new? And how can it cost $100 to replace and remount one of the little stones, but to just remount a slightly bigger one, it’s $400?! How convenient that the stone that would be free to replace under the guarantee would actually cost 4x the price to remount.

Our local jeweller quoted $80 to remount the stone for us, so we asked Secrets to send the replacement stone loose so that we could have it mounted by own jeweller, however they refused as this would void the warranty. We advised that was fine as the warranty is of no use to us anyway, seeing that we would never pay such a ridiculous and obviously inflated price, but they still refused.

AVOID THIS BRAND!! This whole business is deceitful. The “simulant diamonds” are nothing but CZs, certainly not of “similar hardness to mined gemstones” like they claim they are. And the “lifetime guarantee” is an absolute SCAM. At the very least, it is a deceitful attempt to rip people off and mitigate Secrets having to actually front the cost of their guarantee. Even the lady at the store agreed that $400 to remount one stone in a $600 ring is a joke. Don’t waste your time - spend a little extra and buy the real thing that won’t scratch and will actually last more than a few years!

It's appalling the very poor after-sales customer service received in Shop 31-32 London Court, 647 Hay Street, Perth Western Australia.

I purchased an engagement ring late last year and one of the diamonds fell off. I managed to find the diamond and brought it back to the store.
A "trainee" as she identified herself received the ring and the loose diamond when the manager arrived. He said that it would take 5 working days to get an assessment and that he would get back to me. I didn't get a receipt at all then 10 minutes later I received a call from the manager saying he would test the receipt.

I didn't hear anything for a week so I went back to the store 8 days later and the manager said I needed to continue waiting as it still yet to be assessed.

Four weeks later I haven't received an update on what has happened to my ring.

I phoned the store as I could not bother to get there in person, I knew the excuse the manager who I find very unpleasant due to his cigarette odour was going to give me.

The ring is still yet to be assessed apparently. No further update.

DO NOT WASTE YOUR MONEY AS THE AFTER SALES CUSTOMER SERVICE IS NON EXSITANT, THE QUALITY IS TERRIBLE AND THE STONES DO NOT STAY IN PLACE - DO NOT BELIEVE THEIR WARRANTY DETAILS AS THEY DO EVERYTHING POSSIBLE TO GET OUT OF REFUNDING AND CAUSE YOU STRESS FOR MONTHS ON END.
Would give 0 stars if I could. Similar experience to other reviews - I have purchased 3 rings from Secrets, and ALL 3 of them have had the stones fall out within weeks. As I was picking up one ring that cost me money to have the stone replaced - even though they apparently come with a life warranty, my other ring had a stone fall out and the main stone was loose within 2 weeks of purchasing. I returned the ring and asked for a refund, they refused and said it would be sent away - then weeks and weeks later, they come back and said the ring was bent and I caused the stone to fall out!! I wear this ring occasionally to work and that is it, and I would expect any ring to last longer than a few weeks. I too had a horrible frustrating experience with Loreza from online sales who was so unsympatheic and accused me bending the ring, it was the most frustrating and stressfull expericence, that is still ongoing. I have a docket to show the ring was not bent before they took it away for weeks, and apparently it was wear and tear that the stone fell out after a few weeks of purchase. She was accusing, and said i did the damage. They want me to pay half the cost of the entire ring to have the stone replaced - again, the ring was only 7 weeks old!! I get the same response, generic and uncaring, and I keep escalating this and asking a manager to contact me, but I get the same uncaring Loreza with her patronising generic email saying it was wear and tear and to pay them more money to fix it...why would I pay half the cost of the ring to fix a ring that cannot withstand a few weeks of wear, without the stone falling out? Your lack of empathy and compassion is quite disgusting, the fact that you had trouble working out what ring i was talking about shows just how many you have there returned - 2 of them being mine!!! I will be taking this further, and am still waiting for someone from management to contact me with a solution.

Still no refund 8 months later people if u read this review and ur thinking Abt buying something from Secrets Shhh .... Pls don't do it. Unless you have the time and money to waste if you want a refund or its faulty, which there will be a big chance of, thats when ur troubles will really begin. Put it this way, I returned a $1200 item in Sept'22 for a refund. I'm still waiting 8 months later as they claim it's been paid when we never received a penny. They haven't given us any proof at all that it's been paid only verbally so far. They are honestly crooks who are blatantly robbing customers. If u know what's good for u, u will stay away from this company. U have been warned....

We bought a ring on behalf of My 98yr old nan, she didn't like it so we returned it. We now have Been waiting since 17.9.22 for a refund for an item we paid cash for. They won't do anything to help us. Appalling staff and company. Disgraceful.