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... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
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... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Very customer friendly service. Purchased an indoor bike trainer online, this was followed up with good communications from order confirmation through to delivery . On receiving the item , quickl... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
- Fitnesswinkel
- Fitnessapparatuur groothandelaar
- Gezondheids- en schoonheidsartikelen winkel
- Buitensportwinkel
- Sportwinkel
- Wintersportwinkel
Geschreven door het bedrijf
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.
Contactgegevens
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Verenigd Koninkrijk
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3,4
Gemiddeld
144 reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 66% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Not worth the cost
After a delay with the delivery this product arrived and is just a cheap quality product not what I was expecting as it certainly wasn’t the quality advertised. Very much overpriced and disappointed with this company and will not be using them again.
10 oktober 2024
Antwoord van Maskura
Hello Dear,
Thank you for pointing this out, we will work on it so that we can successfully make our customers happy.
Regards
Maskura Team
Cannot be faulted
Very customer friendly service.
Purchased an indoor bike trainer online, this was followed up with good communications from order confirmation through to delivery .
On receiving the item , quickly realised it was far better than expected which made the price feel even more of a bargain.
Even received a free Halloween novelty gift days later.
Cannot be faulted.
9 oktober 2024
Antwoord van Maskura
Thank you fro trusting us.
Antwoord van Maskura
Hello Dear,
We delivered the parcel the very next day on 3rd October. Our delivery status says it has been delivered and signed and received by Slav. It was handed over to the receptionist. Can you please recheck with reception again.
Please allow me some time, we will contact the courier and let you know the update via mail.
We again apologise for the inconvenience.
Regards,
Maskura Team.
Antwoord van Maskura
Thanks a lot for trusting us.
Lost my parcel and I still haven’t…
Lost my parcel and I still haven’t received a refund
13 september 2024
Antwoord van Maskura
Hi Robb,
Can you please once again check your letterbox or with neighbour if they received it on behalf of you? As the tracking update is showing parcel delivered.
Please don't worry, refund will be issued if you didn't receive your product.
Thank you
Fleece lined leggings are not fleece lined
Bought fleece lined leggings but one pair isn't fleece lined. Contacted customer service, they said they will get back to me the following day but no one ever did.
27 augustus 2024
Antwoord van Maskura
Hello Dear,
So sorry, that the problem has not been addressed properly. We will immediately create a return shipping label and email you. If possible we will replace the item as you want.
Appreciate your patience.
Regards,
Maskura Team
Received the defected product
Received the defected product, box was almost pressed, the product damaged, customer service responded very late, still waiting for the return solution! The product seemed to be damaged and returned by another customer! Stay away from the website!
3 september 2024
Antwoord van Maskura
Dear Dan,
We try our best to be prompt with response. Apologies that, you din't get replies in time. Hope the problem is solved in the meantime.
Thank you.
Regards,
Maskura team
Antwoord van Maskura
Hello Dear,
We are happy that the items solved your problems. Thank you so much.
Regards,
Maskura Team
SCAM
This is a fake company. They take your money and then buy the item on Ebay for you. That's what they did with me. I received the Ebay email showing the item which was different. I paid 12.99 but the item they bought on Ebay cost 4.99. That's the scam. I confronted then and realised the set up is similar to a call centre
Reply to your answer:
Your reply is invalid. Your call centre was literally someone answering a mobile phone and using a fake name. You hung up on me several times because you were scared that I caught you out so I only spoke to you once for 10 seconds before you hung up on me. The item you ordered was not related to you, the item was so bad I threw it away and my refund was the least you could have done. I had to constantly email you to get you refund me..please do not lie about my experience. I will not recommend anyone shops with you. SCAM!!!!! DO NOT SHOP WITH THIS COMPANY
31 juli 2024
Antwoord van Maskura
Dear Customer,
We already explained the situation how item got stocked out and we sent you from our partner store as we didn't want to disappoint our customer.
We sent the item as well as refunded full amount. We also explained every minute detail. Sent you email notifications so that we remain clean with our intention.
In case you didn't like our service, we apologise. We are trying hard everyday to make our customers happy.
Regards,
Maskura Team
Bought for my husband
Bought for my husband, who hasn't been brave enough to use it yet!! But the service was fantastic.
17 juli 2024
Antwoord van Maskura
Hello Dear,
We are happy that you liked our service. Thank you so much
Regards,
Maskura Team
Cheap and nasty definitely not linen as…
Cheap and nasty definitely not linen as advertised wish to return
15 juli 2024
Antwoord van Maskura
Thank you so much for the appreciation.
Wonderful and Helpful Customer Service
I recently purchased a birthday gift for my nephew from Maskura however they were quick to inform me that it wouldn’t arrive on time which was about to cause a huge disappointment…the quick thinking team from Maskura came up with a wonderful and very kind interim solution where a very special letter arrived on time for the birthday building anticipation for the late arrival of the gift. It worked out perfectly and my nephew is delighted! Maskura customer service is really fast, transparent and helpful at resolving issues. 5 stars! Will definitely shop with them again!
14 juli 2024
Review zonder uitnodiging
Antwoord van Maskura
Hello Dear,
We were really happy to support throughout. Thank you for trusting us.
Regards,
Maskura Team
Antwoord van Maskura
Thank you for your support.
Maskura Team
Happy with the service and value.
3 juli 2024
Antwoord van Maskura
Hello Dear,
Thanks you for your support.
Regards,
Maskura Team
long delivery,
long delivery. when I finely managed to get through on the phone, although very polite different bracelet sent. as it was similar I decided to keep it because I couldn't be bothered to go through it all again.
12 juni 2024
Still waiting for a refund
My experience shopping with Maksura has been very disappointing!
I was sent the completely wrong product, and not only that but it arrived damaged in a taped up box - it was clearly damaged prior to shipping as the shipping labels were stuck over the top of the poorly patched up broken box.
The product was nothing like what was shown on the website so I returned it to them and I am still waiting for a refund.
Their customer service is polite but very slow and it’s now been over a month since I placed my order and I’m still waiting for any kind of resolution.
I would certainly not recommend shopping on this site.
27 januari 2024
Review zonder uitnodiging
Antwoord van Maskura
Hello Dear,
Apologies for the late response here. We refunded the amount our your purchase, unfortunately due to a dispute ( we explained in mail) it was late. But thank you for your patience. We will keep trying our best to level up with service and ensure our valued customer satisfaction.
Sincerely
Maskura
I only received 1 out of 3 items I…
I only received 1 out of 3 items I ordered. There’s slow response from the “support “ email address I’ve emailed 3 times in the last week
Since writing this review I’ve had an automated response to say the missing two items will be despatched. So let’s see! The items have now been delivered a few weeks apart. But overall I’m satisfied with the products even if despatch & delivery is patchy. I’ve updated to 5 stars now
4 september 2023
Review zonder uitnodiging
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