Secret Wood Reviews 

Best customer service I’ve ever experienced !
Love my “collection” THANK YOU SO MYCH

Customer service is amazing and they will go out their way to help you. The ring itself is sooo clean and works like magic. They're so 🔥🔥.Highly recommended!!

The product arrived very late, with two missed delivery appointments, and when I asked about it, there was no response. They keep launching new products, yet the old ones haven’t even been shipped. The item I received has many defects. Management is poor, and customer service is terrible. I would give 0 stars if possible, but I have to give at least 1 star.

Product exactly as advertised, recipient delighted. A++ would do business again.

There was a delay in delivery (ordered 9/14, arrived 10/22) but Roman emailed to let me know what was up, so no problem there.

Everything is great from the product to the size to the shipping.Thank you.

Absolutely knocked it out of the park guys. These are truly one of a kind. So beautiful. I’m so glad I found this company.

Order placed 10th august - it is now the 10th of October and it has not moved since the 10th of September. I have tried emailing the company, instagram DMs and nothing. Secret Wood used to be awesome but now is absolutely useless. Never buying from them again.

Ring took twice as long to arrive as advertised, was the wrong size entirely, and they sent me another ring without even checking to make sure it was the right size or asking. I think they may have even double charged me for the second ring which I will be looking into. I've asked for a refund, but it takes them a week to get back to you if you're lucky, so here is hoping they make it right.

I bought 2 rings at a different time the second one was perfect

Rings are wrong sized and nicked. Reached out through email with pictures included with no response. Looks as if they respond to reviews faster. Website says they'll replace items but from the looks of it I'll be waiting longer than expected with no customer service response. Ordered 2 more rings thinking it'll come in quick like the first order but I really don't know now. Deadlines need to be met and customers should be top priority especially if items are already paid for.

126 days later… and no updates, item or refund. We just want a refund.

We ordered a pre-sale glo ring back in May, which seemed okay because stated ship dates were June.

Received a single email update saying they were delayed but also still on track? There was zero further communication and they only updated the sale page of the website, not actually notifying people that had already paid it was going to be delayed until September. (If I had not gone back to the purchase page the other week, would never have known)

We’re now mid/late September.

Gave them the benefit of the doubt and sent an inquiry through their web contact form weeks ago. Nothing.

Sent an email last week and nothing.
Followed up with another email but it looks like they only reply here so here it goes. It’s even too late to file a chargeback on my card so I’m out $71USD/90 CAD.

When people do receive products, they look neat but the number of bad reviews and clear lack of communication speaks volumes. It appears they’ve also stopped replying to Instagram comments on the last post from May showcasing the rings and a number of people also commented how they haven’t heard or received anything.

I understand they have stated they are a small business and that’s totally fine! but that is no excuse and it all feels very scam like.

Just want my money back. We dont even want the item any more.

Secret woods, do better. The products are neat, the lack of customer service is not.

If a refund is actually given, will reply and update here.

Edit/Update: item was shipped shortly after their reply to this review

Edit 2: product arrived and it looks to be the wrong size (compared with a ring we have that is the actual size ordered) and a design printed on the exterior of the ring which was not what was indicated on the product page (no exterior design was advertised or indicated in any way). Does it glow? Yes. It it what we ordered/what was advertised? Not exactly.

Zero customer service. If you’re looking for your order, good luck. I placed an order back in July, it is now September and have not received any info about my order. I have tried to reach out twice with ZERO RESPONSES. Yes I know my prefer was a pre-order, but having no communication with customers is actually crazy. They’ll probably delete this review. TO ANY POSSIBLE CUSTOMERS, DON’T WASTE YOUR MONEY BUYING FROM THESE PEOPLE/PERSON!!!!!

12/05/24 Update:
Received 1 response from creator with explained situation but heard nothing else back after emailing back to said response. Still haven’t received any products I ordered. Roman said it would be an additional 2 months while waiting for materials and it has been 3, still no update or confirmation of anything. I looked at recent reviews of people receiving their orders, but where is mine?? Just as a reminder I placed an order in July, it is now December. You mean to tell me in the 5 months of me waiting for 2 items or even a response, other people have received their orders. That’s just great!!! Amazing customer service………for them.

I have bought from this company twice, once in 2019, once in 2024. The first order went smoothly and I received a beautiful turtle pendant in time for my birthday.
This time, I ordered a new shell from a limited edition, in early July. The website claimed that production for this batch would happen around late July. Now, two months later they have announced a fourth batch of the same pendant - how about finished the previous ones first?! I think it's borderline shady to use customer interest and prepaid money to gauge how much interest there is in a "limited" shell to then just keep selling more without ever delivering the ones you sold first.
The one time they have actually replied to my inquiry, they just said that preorders take at least five weeks to complete, but it's been nine weeks now and there is still no sign of my order being even remotely ready. Probably because they just selling more without being able to actually fulfill the orders. It's not okay.

Ordered once last year and it was great!! I ordered 2 in May new it was a pre Order but website said they’d send it out in June when they were made and send out updates to keep everyone informed. It’s now September and they changed there website twice, changed there words on ordering and delivery but never got an update through all this, emailed many times and no response, just like others have said recently they’ve ghosted everyone. The guy is scamming hard NOW!! EVERYONE WATCH OUT SCAM ALERT!!

I’m very disappointed with my experience. I requested an invoice from the company a month ago and have yet to receive it. Despite providing my address information as requested and sending five follow-up emails and a Facebook message, there has been no further assistance. Without the invoice, I’m unable to receive the item on my country. Unfortunately, I have to rate this experience with one star due to the lack of response and resolution.

Horibal customer service been waiting twelve weeks for my rings don't order from here

Ordered a ring months ago, they debited my credit card right away and still no ring, no customer service at all . THIEVES

I ordered a mystery chest and it has not reached me yet. DHL and India Post are not responding. There is no one to answer or respond at secret woods. I have been sending emails everyday from last 20 days. Not a single reply.
I did contact local post office as per them the packet is lost as they could not provide any proof of delivery. In fact I checked all the best sheets which are given to the postman for delivery and getting customer sign for receipt. It was never handed over to the postman. Delivered status was updated in some automated process. It was not insured so Post office has no liability. Is it not your responsibility that the customer receives the packet?

Received my second shell and chain for Christmas. transferred my original shell and chain into the same box, the “decorative” moss was so damp it rusted my original set (it originally was in its box with the original moss for 3 years with no impact)
No instructions to say moss was real- it just felt softer.
Most disappointing is that no one has responded to my request for help on how I can try and remove the rust as it’s seeped up the sides. Lovely shell NO customer service- still waiting for a response.
Order number #42543

I've been really excited about the Galaxy shell for quite a while, and I was finally able to buy it using some points. But unfortunately what I received looks nothing like the pictures. I realize there's room for unique characteristics when items are handmade and it's not going to look exactly like the pictures. But it doesn't look like the picture at all, and doesn't resemble a galaxy. It just looks like a swirl mess of glitter that you can barely see. I'm really glad I didn't pay the full price for it because I would have been much more disappointed. It's not really even the right size for my turtle necklace. It's a tiny bit too big for the base and feels like it's going to pop off if I accidentally bump into something. I used to really love secret wood products (I have a lot of them) but in the last couple of years items have just been disappointing. :-/