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... Voir plus
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Lisez les avis des autres
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,... Voir plus
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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... Voir plus
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My item took 9 days to come, even though I paid extra for 2 - 3 business day delivery. But looking at the Yodel App I can see that it was Yodel who were at fault because they had the item for 7 days!... Voir plus
À propos de l'entreprise
- Magasins d'appareils de fitness
- Vente d'équipement de fitness en gros
- Boutique de santé et beauté
- Magasin d'équipements sportifs d'extérieur
- Magasin d'articles de sports
- Magasin de sports d'hiver
Écrit par l'entreprise
"Maskura" is an innovative retail business that specializes in providing customers with a curated selection of premium products aimed at enhancing personal style, functionality, and lifestyle experiences. With a focus on blending modernity and tradition, Maskura Store positions itself as a go-to destination for fashion enthusiasts, tech lovers, and lifestyle aficionados. "Maskura" aims for 100% customer satisfaction and is always there to make your life easier, simpler & better With a motto, ‘Tag value to your life’. Similarly, We promise to earn your joy and pleasure. We are dedicated to giving our clients the best experience possible. For that, we provide the newest in the market and top-quality products and customized products as per queries. Maskura Store offers a loyalty program where members earn points for each purchase, which can be redeemed for discounts, exclusive offers, and early access to new collections. Members also receive invitations to special in-store events and private sales. We have a 30-day satisfactory return policy and dedicated customer support 24x7. So, pick your favourites from the list of Maskura Stores. Maskura Store is not just a retail space but a lifestyle destination that celebrates quality, innovation, and personal expression. By combining fashion, technology, and thoughtful customer experiences, it has positioned itself as a modern-day store for those seeking both style and substance. For more queries, contact: support@maskura.co.uk
Coordonnées de contact
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Royaume-Uni
- +447520640786
- support@maskura.co.uk
- maskura.co.uk
3,1
Moyen
112 avis
A répondu à 66 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Réponse de Maskura
Thank you so much, Christopher Randall, for your kind review! 😊
We’re really glad to hear that you’re happy with the price and that the product is doing the job well for you.
Thank you again for your support and for choosing Maskura Store! 💖
Custommer Support Team
Msaskura Store
WARNING: Persistent delivery failures and deceptive stalling tactics
I am writing this as a returning customer who is extremely disappointed. My first purchase was smooth, but this second order has been a complete failure and, in my opinion, a calculated deception.
After researching other reviews, it’s clear that many people are facing the exact same "delivery issues," so this is no coincidence. A key tactic used here is claiming to send a "replacement" when the first item "fails" to arrive. They provide new tracking information that results in the same endless delivery loops, but based on my experience, these replacements are never actually sent or are intentionally addressed incorrectly. This is simply a stalling tactic to keep you waiting while they pressure you to drop your bank protection.
A warning to others: "Steven" will message you on WhatsApp, appearing very supportive and "committed" to your satisfaction. Do not fall for his words. He knows exactly what he is doing. He uses this friendly persona to build trust so he can convince you to withdraw your bank chargeback. Once you withdraw that protection, you lose your right to a refund.
Under the UK Consumer Rights Act 2015, the retailer is responsible for the goods until they are in the buyer's hands. Providing photos of packages in vehicles is not proof of delivery. I had to involve my bank to recover my funds. I have officially reported this business to Action Fraud and Trading Standards. Save yourself the stress and shop elsewhere.
6 mars 2026
Avis spontané
Réponse de Maskura
Dear Customer,
We are truly sorry to hear about your experience and understand your frustration. This is never the kind of service we aim to provide to any customer, especially a returning customer.
We would also like to sincerely clarify that we never intentionally delay, mislead, or pressure any customer regarding refunds or bank disputes. Our support team, including Steven, always tries to assist customers in resolving delivery problems directly with the courier as quickly as possible. Unfortunately, in some cases courier issues, failed scans, or address handling problems can create delays and confusion beyond our control.
Please accept our sincere apologies for the inconvenience and stress this situation has caused you. We completely respect your rights under UK consumer law and understand your decision to contact your bank and the relevant authorities.
Customer satisfaction is extremely important to us, and we would still genuinely appreciate the opportunity to review your case properly and reach a fair resolution for you. If you are willing, please contact us directly with your order details so our senior support team can investigate this matter further.
Thank you for sharing your feedback, as it helps us improve our service and delivery experience moving forward.
Réponse de Maskura
Thank you so much for your wonderful review Rachel Newberry. 😊
We’re really happy to hear that you loved the product and that it worked well for you. Your recommendation truly means a lot to us.
Thank you again for choosing Maskura Store! 💖
Réponse de Maskura
Thank you so much for your kind words Maggie. 😊🌸💖
We’re really happy to hear you’re pleased with the fast delivery and the product. Your support means a lot to us!
If you ever need anything else, we’re always here to help.
Thanks again dear Maggie.🤗
Custommer Support Team
Kept cancelling my order after 3-4 days…
Kept cancelling my order after 3-4 days event though it had been confirmed and I was sent loads of offers and thanks for joining. This happened twice - unacceptable.
4 avril 2026
Réponse de Maskura
Hi Karen James ,
I’m really sorry to hear about your experience — I completely understand how frustrating that must have been, especially after your order was confirmed. This is certainly not the experience we want for our customers.
Sometimes cancellations happen due to unexpected stock or supplier issues, but I truly apologise for the inconvenience caused, especially as it happened more than once.
Please feel free to reach out to me directly on WhatsApp for faster assistance 😊
📱 +44 7452 771809
I’ll personally make sure to assist you right away and find the best solution for you. 💛
— Custommer Support team
Order placed 29th March and its now the…
Order placed 29th March and its now the 8th April still haven't received my order, and no communication. It isnt really good enough I dont think asked for a review and really I wouldn't recommend this company to anyone on my experience so far.
3 avril 2026
Réponse de Maskura
Hi tony cromie,
I’m really sorry for the delay and for the lack of communication — I completely understand your frustration, and you’re absolutely right to expect better.
Please don’t worry, I’m here now and will personally handle your case to get this sorted as quickly as possible. Could you please share your order number so I can check the exact status and update you right away?
For faster assistance, you can also message me directly on WhatsApp:
📱 +44 7452 771809
I truly appreciate your patience, and I’ll make sure we resolve this for you properly. 💛
— Custommer Support team
Thank you very much
Thank you very much . I did not want an inflatable one . I wanted and need one that’s Not expensive .
Discrete and a fairly slim waist Band . Maybe an adjustable waist band . For ladies or children
Age about 12 years children . A small lady size..
A special kind of an assistant Material . Appears rubbery . Strong soft and very buoyant . I am very , very upset . The iPad picture was deceptively so .
I am going away the beginning of May . Thank you very much.. Marisa Parkin . 19 , Osprey Park .
How can I return the incorrect one to you and receive a Correct one soon . Please .
2 avril 2026
Réponse de Maskura
Hi Maryna, 🌸
Thank you so much for your message, and I’m truly sorry to hear about your disappointment — I completely understand how important this is for you. 🙏
Please don’t worry, I will help you sort this out. I’m just checking the warranty and return options with our team so I can provide you with the correct replacement as soon as possible.
Kindly give me a moment — I’ll get back to you shortly with full details.
Thank you for your patience and for staying with us. 💛
Warm regards,
Custommer Support Team
Réponse de Maskura
Thank you so much for your kind feedback! 😊
We’re really glad to hear that the product met your expectations and was just as advertised.
Your support means a lot to us, and we truly appreciate you taking the time to share your experience.
If you ever need anything, we’re always here to help!
Warm regards,
Custommer support
Maskura Store
Avoid
The item I received was just a cheap generic knock off of the item listed on the website. It took 8 weeks of constant chasing to get a refund.
30 janvier 2026
Avis spontané
Réponse de Maskura
Hi,
We’re truly sorry to hear about your experience and appreciate you bringing this to our attention. This is certainly not the standard we aim to provide.
We understand how frustrating both the product quality and the delay in resolving your refund must have been. Please accept our sincere apologies for the inconvenience caused.
We are currently reviewing this internally to ensure better product verification and faster support in the future, so this does not happen again.
Thank you again for your feedback — it helps us improve.
Good Customer Service
First item delivered was not of good quality but it was dealt with very quickly and professionally by Steven. The new item is very good and exactly as expected.
9 mars 2026
Avis spontané
Réponse de Maskura
Thank you very much for your kind feedback Mark Downer. 😊
We’re sorry that the first item did not meet expectations, but we’re very glad we were able to resolve the issue quickly and provide a replacement that you’re happy with. Your satisfaction is very important to us, and we truly appreciate your patience and understanding. 🌸🤗
Thank you again for your support, and we hope to serve you again in the future.
Kind regards,
Maskura Store
Only part of the order arrived
Only part of the order arrived. I have notified Maskura asking for the rest of the order.
Their response is to send me tracking logs for the parcel which arrived.
I have asked for updates but none are forthcoming.
26 février 2026
Réponse de Maskura
Hello V Devereux,
Thank you for your feedback, and we’re sorry to hear about your experience.
According to the tracking information, one parcel from your order has already been delivered. However, some orders may be shipped in separate packages, which can sometimes arrive at different times.
Our team has shared the available tracking details and is actively checking the status of the remaining item. We sincerely apologise if there was any delay in our updates.
Please contact us again at customer.support@maskura.com
or via WhatsApp (+44 7452 771809) so we can assist you further and ensure the remaining part of your order reaches you as soon as possible.
Kind regards,
Maskura Store
Great Customer Service
Order arrived a little later than anticipated but I asked for an update and the customer service was really helpful.
24 février 2026
Réponse de Maskura
Thank you very much for your kind feedback Darren Ford 😊
We truly appreciate your patience regarding the slight delay, and we’re glad our customer service team was able to assist you promptly. Your satisfaction is very important to us, and we’re always here to help whenever needed.
Thank you again for your support!
Kind regards,
Maskura Store
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 janvier 2026
Avis spontané
Réponse de 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
Réponse de 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
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 janvier 2026
Réponse de 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
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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
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