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.
Réponse de Maskura
Hi Samantha, 💜
Thank you so much for your wonderful feedback! We’re delighted to hear that you and your family are enjoying the product and that it’s helping with fitness. Your support means a lot to us.
Warm regards,
Team Maskura 🛍️✨
Item was too small but refund was made
Item was too small - it was returned to their store at no cost to me and will be given a refund
31 juillet 2025
Réponse de Maskura
Hi Mr. David J King,
Thank you for your update. We’re glad to hear the return process went smoothly and that your refund has been arranged. 🤝
We truly appreciate your patience and understanding, and we hope to serve you again with the perfect fit next time! 💛
Warm regards,
Maskura Store🧡
⭐️⭐️⭐️⭐️⭐️
⭐️⭐️⭐️⭐️⭐️
Excellent service and fast delivery!
I ordered a black 3D Doodle Pen as a birthday present, and the company made sure it arrived quickly in time for the special day. The communication was friendly and professional, and the product arrived in perfect condition. My child is absolutely thrilled! Highly recommend this company for their great customer care and speedy service. 🥰
7 août 2025
Avis spontané
Réponse de Maskura
Hi Wong,
Thank you so much for your kind words! 💛 We’re delighted to hear that your Black 3D Doodle Pen arrived right on time for the special birthday and that it brought so much joy to your child.
Our team at Maskura Store takes pride in making every order smooth, speedy, and special, so your feedback truly means the world to us. We look forward to serving you again soon! 🥳
✨ Warm regards,
The Maskura Store Team
Réponse de Maskura
Hi Katrina,
Thank you for your lovely words and for trusting Maskura Store again! 💛 We’re so happy you’re enjoying the product and that our service met your expectations once more. Loyal customers like you truly make our day, and we can’t wait to serve you again soon. 🛍️✨
Warm regards,
The Maskura Store Team
I would give you 0 stars.
I would give you 0 stars as I ordered over a week before I needed them and paid for the faster delivery which was actually more than the item I ordered and still didn’t arrive on time for my holiday so I’m unable to go in the pool or the sea so thanks.
Yours Disappointingly
Barry. 🙁🙁🙁
28 juin 2025
When l try it machine l tell you good
27 juin 2025
Yodel took ages to deliver parcel
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! The only thing I will say is Maskura don't give you tracking information or answer emails enquiring as to the whereabouts of your item, so you are left guessing.
The item, when it arrived, was pretty cheap and low quality but you get what you pay for.
14 juin 2025
Avis spontané
Took a few weeks to arrive but the…
Took a few weeks to arrive but the product is as described and comfortable.
23 mai 2025
Réponse de Maskura
Hi Graham,
Thank you so much for your feedback! We’re glad to hear that you found the product comfortable and as described. 😊
We sincerely apologize for the delay in delivery and will keep working on improving our shipping times.
We really appreciate your patience and support. 💜
Kind regards,
Maskura Store
Don’t buy from here
Product delivered broken, contacted the company for a refund with no response.
22 avril 2025
Réponse de Maskura
Hello Dear,
Can you please email us with some pictures. The problem will be solved accordingly. Thanks for understanding.
Regards
Maskura Store
Device did not working and still…
Device did not working and still waiting for a return address
24 avril 2025
Réponse de Maskura
Email has been sent and replied to your queries. Please reply back there. It will be solved immediately once you reply us with reference please.
Awful experience
I don't usually leave a negative review, but I feel that I need to this time. I ordered a Stanley cup weeks before my daughter's 18th birthday knowing that she will very happy with this gift. Well, I have been waiting and waiting and waiting for it to be delivered, but nothing. I checked the Yodel tracking number provided, and it showed that they got my parcel. After contacting them, Yodel was adamant that they never received it from Maskura. Went back to Maskura to ask about my parcel, they said sorry and be patiant. In the meantime my daughter's birthday passed without being able to give her present. Contacted Maskura again because it came up to nearly a month since I placed my order and still waiting. Right after I complained for the third time my parcel finally arrived in very bad shape, in a box badly damaged. I will make sure to never buy from Maskura ever again, and after reading some other reviews, I noticed that this happens to a lot of people.
19 mars 2025
Réponse de Maskura
Thank you so much
As i didn't receive the correct order…
As i didn't receive the correct order and have had to send it back still waiting for the correct order i can only give it a 3
13 mars 2025
I have already given you a fairly…
I have already given you a fairly extensive review on your first request a week ago ?
Nice simple well made product, good service, packaging, & shipping. Nothing not to like..
11 mars 2025
Réponse de Maskura
Hi Michael,
Thank you so much for your continued kind words and support! 💛 We’re delighted to hear that you’re happy with the product quality, service, packaging, and shipping. It means a lot to us that you took the time to share your experience more than once!
Your feedback truly motivates us to keep delivering the best for our customers. We look forward to serving you again soon!
Warm regards,
The Maskura Store Team
Ordered a childs wolverine suit for…
Ordered a childs wolverine suit for world book day on Monday 24th Feb advised 3-5 days for delivery still hadnt arrived over a week later so had to order the same suit from amazon for next day delivery, "suit" turned up today it is missing everything but the claws emailed requesting a refund they have advised takes 24/48 hours for a return label to be regenerated very poor would avoid ordering from this place
6 mars 2025
Avis spontané
Treadmill
I was very skeptical about Maskura Store, as I had never heard of it before. I was looking for an under-desk folding treadmill but needed a minimum speed of 15 km/h. Most brands only offer treadmills with a maximum speed of 10 km/h.
Maskura Store had what I was looking for, but I wasn’t sure, so I contacted them with a few questions. Their customer service was amazing! The treadmill was delivered within two working days, and I have to say—it’s good. Of course, a standard treadmill is of higher quality, but for what I need, it’s just fine.
Great product, good value, and easy to fold and store under the sofa. I’d recommend it to anyone looking for extra training but unable to go outdoors.
11 février 2025
Avis spontané
Réponse de Maskura
Hi Joanna,
Thank you so much for sharing your honest and detailed feedback! 💛 We completely understand how important it is to find exactly what you need, especially when options are limited. We’re thrilled that our under-desk folding treadmill met your expectations and fit perfectly into your routine.
Our team takes pride in providing helpful support and fast delivery, so it’s wonderful to hear you had a positive experience from start to finish. Your recommendation means a lot to us and will definitely help others looking for practical fitness solutions.
We hope you continue enjoying your workouts and look forward to assisting you again soon! 🏃♀️✨
Warm regards,
The Maskura Store Team
just what I wanted had one for years…
just what I wanted had one for years not as good but bigger than I thought
6 février 2025
Réponse de Maskura
Hi Melvyn,
Thank you for your feedback! We’re so happy to hear you got exactly what you wanted and that it’s a great fit for you. Sometimes bigger surprises are a nice bonus! 😄
We truly appreciate you choosing Maskura Store and hope to continue bringing you products that delight.
Warm regards,
The Maskura Store Team
Réponse de Maskura
We apologize for your experience.
If you informed us earlier, we would have helped with some alternatives. We promise to take your views into consideration and investigate the matter. Thank you very much.
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