3.6 stars on trust pilot is so unjust. Working it retail I understand sometimes something is a chain if events breaks down. How it's resolved is the test if good customer service. The aftercare I've... Voir plus
L'entreprise a répondu
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Lisez les avis des autres
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... Voir plus
L'entreprise a répondu
Purchased an aerial hammock on the 4th of September, 5th of September marked as dispatched. Says up to 6 days for delivery. Today is the 17th of September no sign of parcel. I have tried emailing the... Voir plus
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... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Magasins d'appareils de fitness
- aussi dans
- Boutique de santé et beauté
- Magasin d'articles de sports
- Magasin d'équipements sportifs d'extérieur
- Magasin de sports d'hiver
- Vente d'équipement de fitness en gros
Écrit par l'entreprise
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.
Coordonnées de contact
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Royaume-Uni
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3,7
Moyen
156 avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
A répondu à 70 % 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.
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
the product was as described
the product was as described, good quality and value for money
7 janvier 2026
Réponse de 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🌸
Réponse de 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 janvier 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 janvier 2026
Avis spontané
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 janvier 2026
Avis spontané
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 janvier 2026
Réponse de 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 décembre 2025
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
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 janvier 2026
Avis spontané
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 janvier 2026
Avis spontané
I would avoid.
Ordered a present on the 1st of January. Says to use the SHOP app for tracking my order however it gives no updates! Have emailed TWICE with no reply! I feel like I've been scammed!
1 janvier 2026
Avis spontané
AVOID
AVOID ! I placed an order from maskura back in November for a Christmas gift. I ordered a 2 in 1 foot warmer and massager. The order was sent wrong and only received a foot warmer which was not the item I purchased. I have been raising a refund for the last two weeks being told that my returns label is being sent to me. Steven also stated out of courtesy he will send another item like the one I originally purchased. I still have not received my returns label or a refund, I don’t understand how it can take over two weeks to email over a returns label. I do not want either item that’s been sent to me.
1 janvier 2026
Avis spontané
Réponse de Maskura
Dear Amy,
We’re truly sorry to hear about your experience, and we sincerely apologize for the frustration and inconvenience this has caused—especially as the item was intended as a Christmas gift. This is not the level of service we aim to provide.
You are absolutely right to be disappointed. Receiving the incorrect item and experiencing delays with the return label and refund is unacceptable. We take full responsibility for the delay in communication and handling on our side.
Please be assured that we are urgently reviewing your case so this can be resolved as quickly as possible. We want to ensure you receive the correct resolution—whether that is a refund or completing the return process without any further inconvenience.
We have reached out to you directly to finalize this matter, and we kindly ask that you check your messages so we can close this promptly and fairly.
Thank you for bringing this to our attention. We genuinely appreciate your patience and the opportunity to make this right.
Kind regards,
Maskura Customer Support Team
Avoid like the plague
Placed 2 orders totalling around £166 just before Christmas. Silly me as having read some of the reviews, I should have taken heed as despite sending messages to their customer support address twice, no-one has had the decency to reply. And the mobile numbers given don't seem to be in use. Seems to be a very sophisticated scam to be reported to trading standards as shameful company here in the UK. I dealt with someone called Steven. I've never received any of the items despite being informed they were shipped out the day of my order. Scandelous to say the least especially capitalising on people over the festive period. Maskura please show some decency and refund me! 🙏🏼
23 décembre 2025
Avis spontané
Réponse de Maskura
Dear IL,
Firstly happy new year.😊
We are very sorry to hear about your experience and sincerely apologise for the inconvenience caused. We take all concerns seriously and would like to resolve this matter as quickly as possible.
Could you please contact me directly on WhatsApp at +44 7452 771809 so we can sort this out immediately? We genuinely want to make things right and ensure you receive the support you need.
Thank you for bringing this to our attention, and we hope to resolve this promptly.
Kind regards,
[ Maskura Customer Support]
It has been over a month and neither I…
It has been over a month and neither I have recieved the massage mat I ordered nor the refund . Extremely unhappy with the customer care provided .
17 novembre 2025
My parcel has NOT arrived as of late…
My parcel has NOT arrived as of late and you are trying to say it has with no proof. When I try asking for a refund I get no response.
8 décembre 2025
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