The website stated that the order will be delivered within 2-3 days especially that I paid for priority shipping. I have realised that after two days I didn’t receive tracking number. I had to explai... Ver mais
A empresa respondeu
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Leia as opiniões dos outros
The website says 3 days for express delivery and includes days over the weekend then when order is placed says business days which is very misleading! Waited 2 weeks for product to arrive and now... Ver mais
A empresa respondeu
Had a slight issue with an order mix-up, but Maskura's customer service team was very helpful. Even when we ran into email attachment limits, they quickly sorted things out via WhatsApp and provided a... Ver mais
A empresa respondeu
I bought bulgarian bag from them sadly I haven't received it It's about to be 2 weeks now I can understand new year can cause delay but they aren't responding to emails. Garbage customer servi... Ver mais
Informações sobre a empresa
- Loja de equipamento fitness
- Grossista de equipamento fitness
- Loja de cosmética
- Loja de artigos para desportos ao ar livre
- Loja de artigos desportivos
- Loja de artigos para desportos de Inverno
Escrito pela empresa
Maskura is a UK-based active living retailer, registered in England & Wales and operating from Covent Garden, London. We stock over 1,500 products across fitness, wellness, home, sports, and family categories, and the large majority of our 12,000+ customers tell us the products themselves are exactly as described — well made, well packaged, and good value. We know that for an online retailer, the real test of trust isn't the product photos, it's what happens when something goes wrong. Like any company shipping thousands of parcels a month, we don't get every delivery right first time, and a few of our reviews reflect that honestly. What we can promise is that when an order is delayed, arrives damaged, or doesn't match what was ordered, our UK-based support team will see it through to a resolution — refund, replacement, or redelivery — and we back every order with a 30-day, no-quibble returns policy. We're working continuously to tighten up dispatch times and speed up support response, because we'd rather earn a five-star review than just ask for one. If you've had a frustrating experience with an order, please reach out directly to customer.support@maskura.com — we read every message and want the chance to put it right. We appreciate every customer who takes the time to shop with us, and every review — good or critical — that helps us get better.
Informações de contacto
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Reino Unido
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3,5
Aceitável
140 opiniões
Pede aos clientes que escrevam opiniões
Esta empresa convida os seus clientes a escrever opiniões, sejam estas positivas ou negativas
Respondeu a 73% das suas opiniões negativas
Geralmente responde dentro de uma semana
Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
These people are a scam
These people are a scam! I purchased something from them on the 31st of January. We now in February which is now coming to an end and the product has not arrived. I kept getting emails from Royal Mail claiming they tried to deliver said product BUT Royal Mail NEVER even turned up to my house at all! I selected option to collect it from the post office. I went to collect said item Royal Mail searched and searched and they said there’s nothing here that has been sent by that seller. I messaged maskura asking what’s going on gave some lame excuse. I asked for a refund they insisted on waiting thinking I’d forget! It my money you messing with! I sent plenty of messages asking why am l getting this from Royal Mail BUT they don’t have the item. They never replied to the messages l sent. I’m really angry about this because how do you lie and just take someone’s money! Such a cruel thing to do, you should be shut down!
31 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Hello Waytsi ,
We’re truly sorry to read your experience and understand how frustrating this situation must feel. Please be assured that we are not a scam, and we take concerns like this very seriously.
According to the tracking information provided, Royal Mail marked the parcel as attempted delivery and later redirected for collection. However, we understand you were informed at the Post Office that they could not locate the item, which is understandably upsetting.
Sometimes parcels can be misrouted, delayed within the depot, or incorrectly scanned by the courier. That said, this is not the experience we want for any of our customers.
We have not ignored your messages intentionally, and we sincerely apologise if any communication was delayed. Your concerns matter to us.
To resolve this properly, we are happy to:
Investigate directly with Royal Mail, and
Arrange either a replacement or a full refund, depending on your preference.
Please contact us directly with your order number so we can prioritise this immediately.
We are committed to resolving this for you as quickly and fairly as possible.
Kind regards,
Customer Support
Maskura Store
Resposta da Maskura
Hi Jean,
Thank you so much for your review! 😊
We’re delighted to hear you were happy with our speedy service. Your support means a lot to us, and we look forward to serving you again.
Kind regards,
Maskura Store
Resposta da Maskura
Hi Clara Samuel Samuel
Thank you for your feedback 😊
We understand it can be difficult to fully comment on a cream without extended use. If you have any questions or need any assistance, please feel free to reach out—we’re always happy to help.
Kind regards,
Maskura Store
I have sent 3 emails regarding my order…
I have sent 3 emails regarding my order that has never arrived. I warned you in the last email I would put a review on Trust pilot. My order has never arrived i want a refund. You then have the nerve to ask me for a review. You have the worst customer service I have ever come across. Be warned dont use this company
26 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Hi Tracey Mawer,
We are genuinely sorry to read this and sincerely apologise for your experience.
This is certainly not the level of service we aim to provide, and we understand how frustrating this situation must feel. Please rest assured that we take delivery issues very seriously.
It appears there may have been a communication or courier delay, and we would truly appreciate the opportunity to resolve this properly for you. Kindly contact us directly with your order number so we can prioritise your case and arrange either a full refund or suitable resolution immediately.
Customer satisfaction is extremely important to us, and we are committed to making this right.
Kind regards,
Maskura Store
A scam website
A scam website . Do not order ! Orders not received/ despatched. No refund, no engagement. A genuine company would supply goods paid for and refund if items not supplied. I have reported to Action fraud and trading standards. Trading standards said they are investigating a number of complaints about this company. I am trying to get there website removed but they will only set up under another name I guess.
28 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Hello Mark,
We’re truly sorry to hear about your experience and understand how frustrating this situation must feel. Please accept our sincere apologies for the lack of updates so far — this is not the level of service we aim to provide.
We would really appreciate the opportunity to resolve this matter directly. Please contact us on WhatsApp at +44 7452 771809 with your order number, and our team will prioritise your case and provide a clear resolution (delivery update or refund).
We are committed to resolving all customer concerns fairly and transparently, and we hope you’ll allow us the chance to make this right.
Kind regards,
Steven
Maskura Store
Still have not received goods.
Still not received goods.
Received reply on Trust Pilot saying contact seller waste of time no one answers have left several voicemails no one has got back to me.
29 de janeiro de 2026
Resposta da Maskura
Hello Helen Gavigan,
We’re truly sorry to hear about your experience and understand how frustrating this situation must feel. Please accept our sincere apologies for the lack of updates so far — this is not the level of service we aim to provide.
We would really appreciate the opportunity to resolve this matter directly. Please contact us on WhatsApp at +44 7452 771809 with your order number, and our team will prioritise your case and provide a clear resolution (delivery update or refund).
We are committed to resolving all customer concerns fairly and transparently, and we hope you’ll allow us the chance to make this right.
Kind regards,
Steven
Maskura Store
Resposta da Maskura
Thank you so much for your wonderful feedback! 😊
We’re delighted to hear that you were happy with our communication and timely delivery. Providing a smooth and reliable service is always our priority, and your kind words truly mean a lot to us.
We look forward to serving you again.
Kind regards,
Maskura Store
Great service prompt delivery
I ordered a water bottle and it was a bit delayed ( couriers problem) but Stephen from Maskura was straight onto me and got everything sorted. Great service and free delivery, will be using again . Thank you Stephen
21 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Thank you so much for your kind review Paula! 😊
We really appreciate your patience regarding the courier delay, and I’m glad I could help get everything sorted for you. It’s great to hear you’re happy with the service and free delivery. Your support truly means a lot to us. 🥰🌸
We look forward to serving you again soon. Thanks once again!
Kind regards,
Steven
Maskura Store
the product was as described
the product was as described, good quality and value for money
7 de janeiro de 2026
Resposta da Maskura
Thank you very much, Mr. Clements, for your kind review 😊🥰🤗
We’re delighted to hear that the product was exactly as described and that you’re happy with the quality and value for money. Your feedback truly means a lot to us.
We look forward to serving you again in the future.
Kind regards,
Maskura Store🌸
Resposta da Maskura
Thank you so much for your kind feedback Lana-Hayley Penkert ! 😍
We’re delighted to hear that you found great value for money and enjoyed our service and products. Your support truly means a lot to us.
Kind regards,
Maskura Store 🌸
Delivery issues
I ordered my goods on 5th January and am still waiting. It was a present for my daughter’s birthday and was given 7-8 Jan as a delivery estimate. I emailed and was told to wait as Royal Mail running late, but tracking details still say that Royal Mail do not even have possession of the parcel and it is now 11 days since it was despatched. Emailed again and no response. I have asked for it to be re-sent with a different courier as appears to be lost in the post. Very disappointing as was one of the main presents she asked for.
5 de janeiro de 2026
Disappointing.
My daughter’s birthday present was despatched 11 days ago and still the Royal Mail app is showing as not being in possession of the item. I emailed and was told to wait and it would arrive, I have emailed again as no change and seems like it must lost, and still awaiting a reply. I am so disappointed, as is my daughter. Please can someone respond and resend the item.
16 de janeiro de 2026
Opinião espontânea
It was 💯 correct for us
It was 💯 correct for us. I did this test at 10 weeks and at 20 weeks gender scan I found the same result.
So it worked for us.
13 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Thank you so much for taking the time to share your experience with us Tarannum! 🌟
We’re delighted to hear that the test was 100% accurate for you and that the results matched both your 10-week test and the 20-week gender scan. Your feedback truly means a lot to us and helps other customers feel confident in choosing our service.
Thank you again for your trust and support. If you ever need anything in the future, we’re always here to help.
Kind regards,
Steven
Maskura Customer Support Team
Perfect customer service
Perfect customer service, fast and professional responses. Many thanks Steven
12 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Thank you so much for your kind words and positive feedback Kajus Cerniauskas.🌸
truly appreciate you taking the time to share your experience.🥰
We always strive to provide fast, professional, and reliable customer service, and we are very happy to know you’re satisfied. If you ever need any assistance in the future, please don’t hesitate to contact us — we’re always here to help.
Many thanks once again for your support.
Kind regards,
Maskura Store
Product as advertised
Product as advertised and pleased with it.
Delivery was very poor with the driver leaving the product at the back door in the rain without knocking. Front door was obvious with bell!
6 de janeiro de 2026
Resposta da Maskura
Thank you very much for taking the time to share your feedback with us. We’re really pleased to hear that you’re happy with the product and that it met your expectations.🤗
However, we are truly sorry to hear about the poor delivery experience. Leaving the parcel at the back door in the rain without knocking is not the level of service we expect from our delivery partners. Please accept our sincere apologies for this inconvenience. We will raise this issue with the courier to help ensure it does not happen again in the future.
Thank you again for your honest feedback — it helps us improve our service. If there is anything else we can assist you with, please don’t hesitate to contact us.
Kind regards,
Maskura Store 🌸
Pedometer
Suggested delivery date was not fulfilled, a week overdue, but probably Royal Mail’s fault. Pedometer appears ok, but much smaller than expected. Probably value for money. No lanyard, only belt clip, easy to fall off?
29 de dezembro de 2025
Resposta da Maskura
Thank you for taking the time to share your feedback with us Mr. David . We sincerely apologize that the suggested delivery date was not fulfilled and that your order arrived later than expected. Unfortunately, delays can sometimes occur with Royal Mail, but we truly appreciate your patience and understanding.
We’re glad to hear that the pedometer is working well. Regarding the size, we understand it may be smaller than you expected—this compact design is intended to make it lightweight and easy to carry during daily activities.
About the lanyard, thank you for pointing this out. This model is supplied with a belt clip only, and we understand your concern about it potentially coming off. Your feedback is very valuable to us, and we will share it with our product team to consider improvements in future batches.
If you experience any issues with the product or need further assistance, please don’t hesitate to contact us. We’re always here to help. 🤗
Kind regards,
Maskura Store 🌸
I want to commend the customer service…
I want to commend the customer service representative Steven who assisted me. He was very patient, friendly, and took the time to make sure my issue was fully resolved. His positive attitude made the experience much better than expected.
I would highly recommend especially Steven
9 de janeiro de 2026
Opinião espontânea
Resposta da Maskura
Thank you so much Kornelia Kwasny mam for taking the time to share such a wonderful review! 😊
I truly appreciate your kind words and recommendation. It was my pleasure to assist you, and I’m really glad to hear that my support helped make your experience a positive one. Customer satisfaction is always our top priority, and feedback like yours genuinely means a lot to us.
If you ever need any further assistance, please don’t hesitate to reach out—we’re always happy to help.
Warm regards,
Maskura Store ❤️
Do not buy from this company
I put trust in the company after reading some negative reviews, I guess I am to naive.
We ordered bubble bath mat for £199.99
On receiving the product 15/12/2025 (after a delayed shipment), we identified the product is not usable due to having a (we believe) an American plug. As we do not hold a socket for this in our bathroom this is not usable. This was not mentioned under the product specification when ordering the product.
We contacted the costumer service team for refund on the same day, as per their instructions on the website.
They have ignored my e-mail and I Whatsapped and spoke with Steven in relating to this refund issue. He advised me he understands and will be in touch with the refund team to get this sorted. (19/12/25, 22/12/25, 29/12/25 and 3/1/26).
After still no reply I logged an official complaint on 5/1/26 via email and whatapp.
Steven confirmed on whatapp : "As the issue relates to a wrong socket not clearly stated on our website, this is not your fault and we fully acknowledge that. We are not prioritising your case to ensure: The return process is initiated immediately and your refund is processed without further delay"
On Tuesday 6/1/26 they offered me over whatsapp to send us a converter free of charge, or a new socket for our wall. I advised them that following the safety guidelines in the products leaflet you CANNOT use a convertor as this is due to safety measure. Remember this is an electric product used in your bath with water. I told them I will not disobay the safety measures of the company that made the product and I will not be hiring an electrician to instal a new socket.
No reply since ...
Please do not buy from this company.
Order number order 3633
15 de dezembro de 2025
Opinião espontânea
I bought bulgarian bag from them sadly…
I bought bulgarian bag from them sadly I haven't received it
It's about to be 2 weeks now I can understand new year can cause delay but they aren't responding to emails.
Garbage customer service
Update:Well they did respond maybe they were too busy with Christmas and new year anyways they offered me my refund as they didn't have product in stock
8 de janeiro de 2026
Opinião espontânea
After my last review of Maskura and non…
After my last review of Maskura and non delivery of my goods, they replied to my review stating that they would send my item that very day by EXPRESS DELIVERY and I would receive it in ONE WORKING DAY !!! Guess what ? am still waiting .... Guys this is NOT good enough :(
5 de janeiro de 2026
Opinião espontânea
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