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... Mehr ansehen
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Das sagen Bewerter
I ordered the Silk Route Wine Aerator & Stand red/White Wine Decanter When it arrived I received the flow aerator which isn’t even on there web site. To be fair to them the right one was sent with 2... Mehr ansehen
Unternehmen hat geantwortet
Ordered a birthday gift and assured delivery within 6days, it arrived almost a month later. Would not recommend this company at all, or their false advertising. I would put 0stars but i dont have that... Mehr ansehen
I was very concerned about a payment that was taken from my account. I raised this, and was immediately put at ease. Plenty of communication from the company, and delivered on time. I would certainl... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
- Fachhandel für Sport- und Fitnessgeräte
- Großhändler für Fitnessgeräte
- Laden für Gesundheits- und Kosmetikprodukte
- Outdoor-Sportgeschäft
- Sportgeschäft
- Wintersportgeschäft
Vom Unternehmen geschrieben
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.
Kontaktinformationen
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Vereinigtes Königreich
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3,4
Akzeptabel
129 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 65 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Good product good customer service
Good product, good price, good customer service.
15. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Valued Customer,
Thank you for your kind words and for choosing Maskura.
We're delighted to hear that you were pleased with both the product and the service you received. Providing quality products, excellent value, and outstanding customer care is at the heart of everything we do.
We truly appreciate your trust and look forward to serving you again.
Warm regards,
Maskura Customer Care Team
Antwort von Maskura
Dear Valued Customer,
Thank you for your review and for choosing Maskura.
We're delighted to hear that you were pleased with both the product and our customer service. Your feedback means a great deal to us and reinforces our commitment to delivering quality products backed by exceptional support.
We truly appreciate your trust and look forward to serving you again.
Warm regards,
Maskura Customer Care Team
I ordered the Silk Route Wine Aerator &…
I ordered the Silk Route Wine Aerator & Stand red/White Wine Decanter
When it arrived I received the flow aerator which isn’t even on there web site. To be fair to them the right one was sent with 2 wine glasses so thank you.
24. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Anthony Cooper,
Thank you for taking the time to update your review.
We sincerely appreciate your patience and understanding while we resolved the issue. We apologise once again for the initial dispatch error, but we're delighted that the correct Silk Route Wine Aerator & Stand has now arrived safely.
Your feedback means a great deal to us, and we're grateful for the opportunity to make things right. We look forward to serving you again in the future.
Warm regards,
Maskura Customer Care Team
Terrible do not recommend
Ordered a birthday gift and assured delivery within 6days, it arrived almost a month later. Would not recommend this company at all, or their false advertising. I would put 0stars but i dont have that option. You are better off paying a little extra websites like amazon. I highly do NOT recommend.
11. Juni 2026
Competitively priced products with great customer servcie
Competitively priced products, quick delivery and excellent customer services in relation to my recent experience. Highly recommended seller.
17. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Andy,
Thank you for your kind feedback.
We are delighted to hear that you were pleased with both our products and service. At Maskura, we are committed to providing excellent value, reliable delivery, and responsive customer support, so it's incredibly rewarding to know we delivered on that promise.
Your recommendation means a great deal to us and helps other customers shop with confidence.
Warm regards,
Maskura Customer Care Team
Antwort von Maskura
Dear Trevor,
Thank you for taking the time to share your experience.
We're delighted to hear that you were pleased with our communication and delivery service. Providing a smooth and reliable experience is always our goal, and your kind words truly mean a great deal to our team.
We look forward to serving you again in the future.
Warm regards,
Maskura Customer Care Team
Problems
The chair I ordered took 3 weeks to arrive with me, despite being advertised as a 2-3 day delivery. The company twice told me it had already been dispatched, when it simply had not been.
Finally, when the chair finally arrived it was not the colour I ordered. They offered me a £10 refund to cover all the "issues". Its a decent touch but ultimately I cannot really recommend Maskura for a trouble free shopping experience.
15. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Linda,
Thank you for your feedback. We sincerely regret that your experience did not reflect the high standard of service we aim to provide.
While your order was unfortunately impacted by unforeseen supplier delays and a fulfilment error, we fully understand your disappointment regarding both the delivery timeframe and the colour received. Please accept our genuine apologies.
At Maskura, we take pride in supporting our customers when issues arise, and although we offered a goodwill gesture, we appreciate that this could not fully make up for the inconvenience caused.
Your comments have been taken seriously and are helping us further strengthen our service. We are grateful for your patience and for giving us the opportunity to improve.
Warm regards,
Maskura Customer Care Team
Great product fast delivery
Great product fast delivery
12. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Karel,
Thank you for taking the time to share your feedback.
We're delighted to hear that you were pleased with both the product and the fast delivery. Providing high-quality products alongside a smooth and reliable shopping experience is always our goal.
Your kind words mean a great deal to our team and help other customers shop with confidence. We truly appreciate your support and look forward to serving you again in the future.
Kind regards,
Customer Support Team
Maskura
Product arrived with no instructions
Product arrived with no instructions, I contacted Maskura and they immediately sent Instructions . Excellent service
9. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Mary,
Thank you for your kind review. We’re delighted to hear that our team was able to assist you promptly with the instructions you needed.
Providing fast and helpful customer service is very important to us, and we truly appreciate you taking the time to share your experience.
Thank you for choosing Maskura Store.
Kind regards,
Maskura Store Customer Care Team
Lovely sticks
Arrived safely, packaged well, sticks are just what I wanted, nice and light, lovely colour, very pleased.
2. Juni 2026
Antwort von Maskura
Thank you, Annette, for your wonderful 5-star review.
We're delighted to hear that your sticks arrived safely and that you're pleased with their quality, lightweight design, and beautiful colour. It's always rewarding to know that a product has met our customers' expectations.
Your feedback is greatly appreciated and will help other shoppers purchase with confidence. Thank you for choosing Maskura and for taking the time to share your experience.
Kind regards,
Maskura Store Team
Had a slight issue with an order…
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 printer-less Royal Mail return code. Received a full refund with no hassle. Great customer care for a small business!"
7. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Thank you, Ali, for taking the time to share your feedback.
We're really pleased to hear that our customer service team was able to assist you quickly and resolve the issue smoothly, including arranging the return and refund without any hassle. We always aim to make the process as convenient as possible, even when unexpected issues arise.
Your kind words about our support mean a great deal to us and will certainly be shared with the team. We truly appreciate your support and hope to have the opportunity to serve you again in the future with an even better experience.
Kind regards,
Maskura Store Team
Genuine company but communication not a strong point!
First time using this company so I was a bit apprehensive and although they acknowledged receipt of order I heard nothing more for a few days. However I then received a Whatsapp apologising for the delay and that the order had been despatched and tracking would follow shortly. Next day the item arrived as did two emails arriving at the same time; one with a link to track and the other stating it had been delivered. Only 4 stars therefore as communication COULD have been slightly better, but otherwise all good thank you.
23. Mai 2026
Antwort von Maskura
Dear Tim
Thank you for taking the time to share your experience and for choosing Maskura Store for your first order.
We sincerely appreciate your honest feedback and are pleased to hear that your item arrived safely and that you were satisfied with the overall service. We also acknowledge your comments regarding our communication. While we strive to keep our customers informed throughout the order process, we recognise that there is always room for improvement and your feedback helps us do exactly that.
We apologise for the delay in providing updates and for any uncertainty this may have caused. We are continually working to enhance our communication and tracking notifications to provide a smoother customer experience from order placement through to delivery.
Thank you again for your understanding and for awarding us 4 stars. We truly value your support and hope to have the opportunity to serve you again in the future.
Kind regards,
The Maskura Store Team
Antwort von Maskura
Dear Abdul,
Thank you for taking the time to leave us a review.
We are delighted to hear that you found the product to be worth the price and that you are pleased with its quality. Providing high-quality products and excellent value to our customers is always our top priority.
Your feedback is greatly appreciated, and we are grateful for your support. We look forward to serving you again in the future.
Kind regards,
The Maskura Store Team
Fantastic service
I was very concerned about a payment that was taken from my account. I raised this, and was immediately put at ease. Plenty of communication from the company, and delivered on time.
I would certainly recommend this company, and will use them again.
23. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Reece Valentine,
Thank you very much for taking the time to share your experience with us.
We are delighted to hear that our team was able to quickly reassure you regarding your payment concern and provide the level of communication and service you expected. Customer satisfaction is always our top priority, so your kind words truly mean a lot to us.
We sincerely appreciate your recommendation and look forward to serving you again in the future.
Kind regards,
Maskura Store Team
Flawless execution!
The product arrived as described and was shipped quickly. Loved the way they communicate with customers and provide updates! Definitely going to buy from the in the future.
15. Mai 2026
Antwort von Maskura
Thank you so much for your amazing review! 😊
We’re delighted to hear that you were happy with the product, fast shipping, and our customer communication. Your kind words truly mean a lot to us.
We really appreciate your support and look forward to serving you again in the future!
Custommer Support Team ❤
Although the product wasn't good
Although the product wasn't good, Maskura agreed to provide full refund and provide code to return product free of charge.
28. April 2026
Antwort von Maskura
Thank you for your honest feedback. We’re sorry the product did not meet your expectations, but we’re glad we could assist with a full refund and free return service.
We truly appreciate your understanding and patience, and your feedback helps us improve our products and service. 😊
Custommer Support Team ❤
Good price Fast delivery..
Nice price and very fast delivery service would highly recommend them.
19. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Thank you so much for your kind review gene richardson. 😊
We’re really happy to hear you were pleased with the price and fast delivery service.
Your recommendation means a lot to us, and we truly appreciate your support. We look forward to serving you again in the future!
Custommer Support Team
Maskura Store
Antwort von 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. März 2026
Bewertung ohne vorherige Einladung
Antwort von 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.
Antwort von 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! 💖
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