TradeSecrets.ca

My order was shipped in time and Analyn was super helpful and knowlegeable when it came to helping me find the right hair straightener.

Beware!Do not waste your money. I received a knock off product & never heard from them when I emailed 10 times to start a return since last yearExtremely dissatisfied

I recently placed a couple of orders with Trade Secrets. Like many of you, my orders were delayed, however, this was/is due to issues with Canada Post. After contacting them via email and social media, I was contacted by customer service. One of my orders is still with Canada Post somewhere in the country...yet Trade Secrets was kind enough to repackage my order and make it available for me to pick up. I received all my items plus some amazing samples!I'm extremely pleased that their Customer Service was able and willing to step up and resolve my issue.I know we are all eager for our orders, but try and keep in mind that we're in the midst of unprecedented times and that everyone is just doing the best that they can. Thank you again to everyone who helped me out and worked with me to find a solution. I appreciate it.

I had a totally great experience with the sales rep! She helped me figure out which hair item to buy for my daughter! Until I got to the cash and her manager asked her to charge me $1 for a paper bag (that ripped btw) to place my purchase in!!! $1 for a paper bag!!! My disappointment was instant! I boughThe item BUT I will never go back to that store or any other Trade Secrets store for that matter! Very very poor after purchase manners! The sales rep was AMAZING! The requested $1 amount is a cheap choice for consumers!

I made a purchase at this location and was told that I could exchange or get a gift card at any location if I needed to return the item. Not true! I tried to do this at the Sherway Gardens location then the Sq One location and both refused. Had to go back to Vaughan Mills which is not near my home to get a Gift Card. This process took over half an hour because of computer problems. Not happy!!!

Jasmine is amazing and she made my eyebrows look absolutely stunning!!

I placed an order for a few products a week and a 1/2 ago (order # CMVGQSNKZ.) It seemed all official and that I was going to get my package (they certainly took my money $113 worth) only when my order came, I received 1 of the items ordered (a 1000ml bottle of conditioner broken down into 6 smaller bottles) and that was it. I had also ordered purple shampoo and a serum- which never came and they just kept my money and did not refund or give an explanation as to why I have not received my other items. I will now have to go through my bank to ensure my refund since I have no products to send back for a refund. What a garbage location. Do not buy from here!!!

Ordered a few products online at the end of October. Got an email the next day that one of the items is back ordered. I said I would wait, but first asked for an eta. There wasn't one so I was offered a refund. I was then told refunds would be between 3 and 5 days. 4 weeks later, still waiting!!What's even worse - nobody answers emails or phone calls. I've been trying for weeks. Was I just scammed? Never again!

Over the pandemic, I was purchasing on the web site, and I had a terrible experience. My items always arrived, it was more so with returns. I had to return an item that I found very damaging and drying to hair, and so I was given a store credit in the form of my own code. When I went to use it many months later, it wouldn't work. However, the emailing back and forth was insane. I wouldn't get a response from the head office receptionist for many days. She would only respond when I would follow-up even though she was supposed to let me know. I asked them to just charge me manually the price for an item including the credit, but they insisted that I purchase the item at full price and they would refund me right away. That refund took forever and I thought they would never do it. It took an insane amount of time emailing them back and forth. Another time I had to return items that I purchased, and I emailed about one question asking if a product would be back in stock, and they responded to that email, but they didn't respond to the email regarding the return (they have to be emailed to initiate it), at all, even after I asked the person (manager, Valerie Lema), why she responded to one email and not the other. I had to call and speak to the receptionist (sometimes they never answer), to initiate the return. They did end up refunding me, but the amount of time and effort is absolutely ridiculous, especially for a well known, established company. Also, with the previous order where I wanted to apply the credit, I had selected a gift with purchase and they never sent it. I asked the receptionist and she said oh will send once your refund is processed, but they never did.

If I could give zero stars I would. I purchased an item on November 29th, 2020 and had not received a shipping notification as recently as yesterday so I sent them an email asking if my item had shipped yet. I was told that the item is not in stock despite it saying it was in stock online and them taking my money and it currently still saying it is in stock. I then called customer service and was told by a woman on the phone verbatim we take the money and then check if the item is in stock