Emil A.
The customer service is AGAINST you. Be AWARE.
I ordered 2 items from Secret compass. After a error on the part of the delivery company, my packages were sent back, before I could do anything. Explaining the situation to the customer service agent, SHANE, I was meet with a rude attitude, accusations abouy trying to make them lose money, and generally rude and agressive behavior. I can confirm, through searching online, that this is not an isolated incident. My critic is not about the partial refund the offered me, despite the item being with free shipping. It is the general behavior and attitude from the customer service agent, SHANE. If you recive your order then there is no problem. But please be aware, that if anything happned with shippen, your fault or not. They will NOT help with any compensation or understanding. And will use any excuse to give you back as little money as possible. Thanks for taking the time to read this. And if Shane reads this. I hope you learn from this, and become better.
Response from secretcompassonline.comAug 7, 2026
This customer ordered 2 figures on ebay and was provided tracking. He didn't pick up the package despite notification, so the package was returned to us. He admitted and apologized for missing the notification and then requested a refund. He was politely told that if we were to refund, it would be minus the costs for delivery. It was the customer that then became aggressive, not us. The customer insisted that because the items were offered with "free shipping" that he should get a full refund. He thinks that "free shipping" means it cost nothing to send him his order, when obviously the cost for delivery services were paid - by us. "Free shipping" isn't free, it means that the Seller pays the costs and if you don't pick up the package when you order something on the internet, then you need to cover those costs. The customer retaliated by opening 2 "Items Not Received" cases on ebay. Thankfully, ebay protects Sellers from buyers like this, and when this was explained to him, that he would not be receiving a refund at all, he retaliated further by leaving negative feedback on both transactions. We refunded minus the costs for delivery, as promised in the very beginning. Ebay immediately removed both negative reviews so the buyer retaliated even further by coming here to leave this bad review. No one was rude to this buyer, he is just angry with himself that he didn't pick up his package, and had to pay the costs for that. We have been Authorized Dealers in the limited edition collectibles world for almost 25 years and are shipping 100s of orders a week to happy customers. Thanks to anyone that read this far :) -Shane Founder & CEO Secret Compass