Dear Stewart Clark,
We'd like to confirm that order was delivered and signed for as of 16-Dec as per tracking details. The shipping (2-5days) and delivery (5-8days) were considered on-track, but we apologize they didn't meet your expectations.
With regards to postage fee, you may refer to our t&c: "Although we endeavor to provide free shipping to all regions, a nominal delivery charge may apply to regions that are more difficult to reach and/or considered remote by couriers. All regions that are subject to a nominal fee for delivery, shall be added and shown on your checkout details"
“Very very bad delivery. My camera according to the tracking has got to the uk and is on its way back to Hong Kong. It's Christmas Eve tomorrow so I presume I will not receive this present for my daughter in time. So mad at myself for ordering from this company”
Dear Samantha Harris,
After checking, you parcel seems to be "handed over to partner courier" (Royal Mail) as of 23-Dec and not "on its way back to HK." You may refer to http://webtrack.dhlglobalmail.com/?trackingnumber=rx946417852de for tracking details. We advise you to check for delivery note/card with collection instructions from your local post office (Royal Mail). We'd also like to kindly remind that prices on our website are final with no hidden charges. In the event you are asked to pay any customs/import fee, we may reimburse it with receipt of payment.
“When I ordered, I had worked on timings using the stated delivery times. Your decision to dispatch early meant that I was away when Hermes attempted to deliver; the contact details you gave for them in your email only took me to a recorded message, and there was no useful information on the cards they left. I only finally took delivery on the final attempt because I asked my father to drop everything to ensure that he was at my address this morning. Your service has been fine; Hermes World however leave a lot to be desired.”
“Been offered to feedback even though the item still hasn't arrived. So much for the premature email of 'good news' for an early than usual despatch of my goods.
Next time ensure the items have arrived before requesting feedback”
Dear Matt Gordon,
We apologize for any inconvenience caused. We understand you have informed of non-receipt of parcel and confirmed some details in the delivery address via email. We'd like to clarify that the delivery address on parcel's label is the same as you provided when placing the order. Our relevant team is checking with the courier regarding the whereabouts of your parcel and an agent will contact you soon with updates.
“I have already done a review however I am willing to add more, I have only starred them as normal but think they should be at least good, but my experience with my order as stated in my last review means they need to sort the issue out for their sake I believe they are probably a very good company and I would trade with them again and would now recommend them to others”
“I haven't got my camera yet. It's been delayed two days by the courier. Quite a long time too wait really. Hopefully it's going to be worth all the anticipation...”
“My parcel still has not arrived after more than 2 weeks, although despatched I can see it has been missort and now it is just stuck waiting another courier. I have tried contacting both Value basket and Hermes World (the latter just revert me back to Valuebasket). The UK Value basket phone number doesn't work due to 'technical difficulties', yeah right; and it is all computerised so impossible to speak with someone who can help. I am fed up with automated emails telling me very little. I am very annoyed, this is my son's expensive Christmas present and it looks like I will have to buy it last minute elsewhere as the order is not progressing. I wonder how hard it will be to secure a refund.... I will not be a returning customer.”
Dear Cathy Berry,
I'm sorry to hear you have not received your parcel yet. I can confirm that our relevant team is checking with the courier regarding your parcel status. It seems like it was instructed to be "returned to sender." An agent will contact your to provide assistance
“Ordered a cannon camera on 4/12/15. Received an email to advise me it had been shipped and would be delivered within 3 - 5 days, unfortunately due to confusion with this information and goods not arriving and the tracker number on Hermes showing invalid. it induced me to look at reviews which instantly caused me to panic. This was made worse by the fact I tried calling value basket and kept being told there was technical issues with the line. Feeling I may have been scammed I contacted a third party to file a report.there was no requirement for this as camera arrived on 15/12/15 well packaged with extended warranty. I have since retracted the report. My apologies VB a little improvement needed on customer service and information regarding timescales but otherwise thankyou for my delivery as this is a Christmas present. I would use this company again”
Dear Paul Heyes, We are sorry to hear you have not received your order yet. We are checking your parcel status and an agent will contact you soon. For additional queries, contact us again
Dear Norma Prowse,
We are sorry to hear you have not received your order yet. We are checking your parcel status and an agent will contact you soon. Thank you for contacting and informing us.
“I have been waiting for an order for 12 days now and although I have tried to get a delivery date from someone (both by email and phone) I still do not know where my £5000 order is or when it will arrive. I cannot comment on the product but I will not use this company again if this is the way they treat people, I feel as if I'm being ignored.”
Dear Eric Nye,
We are very sorry to hear that your order has not been received yet. Our relevant team is investigating with the courier regarding the whereabouts of your parcel. We understand the wait is not easy or ideal, but we require courier’s confirmation in order to offer the appropriate resolution. An agent will contact you once updates are available
“This review is about the delivery service. I have no goods - they have not been delivered. There are emails saying things are on their way, but no date for delivery yet. No people involved in the process, so the machines just repeat the old information which is not helpful. My messages on the support site are not responded to, and it is impossible to move this forward. This is not convenient or easy. It is uncertain and stressful in the run up to Christmas.”
Dear Andrew Aglionby,
We apologize for the lacking delivery service and stress experienced. We understand you have not received your order but rest assured our relevant team is investigating with the courier regarding the whereabouts of your parcel. Courier's confirmation is required in order for us to offer appropriate resolution. We greatly appreciate your understanding and patience thus far. An agent will contact you with updates soon
“Got a 2nd hand (opened box) item 2 weeks later. I could not speak with anyone as the phone provided was not working. Requested a refund last week and and haven't heard back since.”
Dear Ben Sabet,
We are sorry that our services were not as per your expectations. To confirm your order was considered delivered within timeframe. Shipping and delivery timeframes were 2-5days and 5-8days respectively. Furthermore, we'd like to explain that our QC team carries out regular checks, to ensure the correct accessories and power cords are supplied. Rest assured that all our products are genuine and brand new.
Please respond to our latest email to you so we can further assist you
“I am receiving emails suggesting I have received the item .. It is an important Christmas gift and still not arrived
Will be grateful if somebody can please look into this matter on my behalf .. Thank you
Sonia”
Dear Sonia Morton,
We apologize for any delay and inconvenience caused
After checking, your tracking details indicates "delivered" as of 14-Dec (you may refer to http://webtrack.dhlglobalmail.com/?trackingnumber=rx946414184de). Note that your local post office (Royal Mail) may have left you a delivery card for parcel pickup. We'd like to remind you that our prices are final with no hidden charges, so in the event customer is asked to pay any customs/import fee, we may reimburse with receipt of payment, if applicable.
“The price of my camera was unbeatable. However, I was very concerned when I did not receive an email confirmation of my purchase and when my carefully noted password for the website did not allow me access. The camera was couriered through Hermes and I was able to track it. It was delivered a week after the order - brilliant. However, when it was delivered it was just thrust into my hand at the door with no checks in place and no signature required. The camera's default language was Japanese or Korean. It's a good job I've had a Lumis before and knew my way round the menu. Not easy finding how to change the language to English from a Japanese/Korean menu. On the web page the camera is described as having in built GPS. It doesn't. I'm not very happy about this as I have used the GPS function on previous models to check out where the photos were taken when I get home. Given other reviews of Value Basket on Trust Pilot, I'm just very pleased to have received it at the price I paid.”
“Item has been posted and delivered to the wrong address that's not even in the same county as where it should have been posted to!!! Tried to ring customer services and was on hold over 1 hour (and still not talked to anyone) so re-rang but picked sales instead and low and behold someone answers that as they think they are getting a sale, to which I was told to ring back after 4 if the lines are busy and they put the phone down extremaly rude and not helpful as the item paid for is near £200!!!!! I have emailed with no answer and still no answer on the phone if I ever get my item I would never use or tell anyone to use this website!!!!”
Dear Nicole Highfield,
We are very sorry to hear you have not received your parcel.
We appreciate that you have informed us of a possible mix-up in the label and/ore delivery of your parcel. Our relevant team is checking with the courier regarding this big error and an agent will further update you soon.
Once again, we sincerely apologize for any delay and inconvenience caused
“I haven't used the camera yet although it looks fine and the price was competitive. The problem is that I was very lucky the camera wasn't stolen from my doorstep, on a main road, where the courier company My Hermes left it - in the rain, overnight. The day it was out for delivery I returned home at 5pm to find no 'missed delivery' card. I was in all evening, no package. Fair enough, delays happen at this time of year and the next day I worked from home, so was in all morning. 1pm came and still no camera. At this point I checked the online tracking only to find it had been left in my porch at 7.30pm the previous night. As I don't have a porch I assumed at first it had gone to the wrong address but no, the courier had left it on the doorstep, on a main road where it was open to the elements and anyone who fancied helping themselves to an early Christmas present. And I thought it was supposed to be signed for as a valuable item but clearly not, unless the courier forged a signature but then I suppose he couldn't have left it in my non-existent porch!! So unless Value Basket offer Click and Collect in future I won't be using them again, which is a shame as they seem like a good company themselves but you're only ever as good as your worst supplier and My Hermes are truly appalling.”
Dear Sarah Kirkland,
I'm sorry for the lacking delivery services received and I offer my sincere apologies. Your case and concerns will be revised to further improve our service quality as well as those of our affiliates. Please check the device and contact us right away for any issue and/fault.
“At the moment the customer service I have received from you is below the standard I would expect. I took delivery of my goods last Saturday, the 5th December, and discovered that some items were missing. Both the user manual and the warranty cards for my product were not in the box. I emailed immediately but have not received a reply. I have received a confirmation email with the ticket number VHX-646-40982 but nothing more.
When I spoke to a customer representative, Andra, she suggested that sometimes goods are dispatched from the manufacturer without a user manual. In 30 years of using Nikon products, I have never known them to do this. I will wait another 24 hours before cancelling my payment to the company.”
Dear Adams Scott,
We apologize that our services were not as per your expectations. As we are currently in peak season, high volume of orders, calls, and emails have affected our response time.
To clarify, our products are sourced globally in order to offer competitive prices to our customers, and it may be that the box content is slight different for each country. We understand you have sent us two emails and i cant see that an agent has already addressed your concerns.
With regards to the warranty card, it is fully covered by Value Basket as per the manufacturers warranty. This means that any faults with the item reported within warranty period, we will provide the repairs through our local returns center. For additional information, you may refer to our terms and conditions.
