“very bad experience. was planning to buy another phone from them, but now no way! not very helpful at all. my parcel is lost and the customer service team told me to call Hermes and locate the item. i said why should i chase up a parcel, that's the retailers job not mine. Hermes is in contract with VB not with me! ....she didn't respond any further. they don't want to help. and they don't treat lost parcel as an priority. i am still waiting for my money. i called the number on the web and they said they are based in Philipines not uk. that's a misleading information they have on the web. ii find this company not legit at all.”
Dear Customer,
We would like to express our sincere apologies for the inconvenience. Rest assured that the matter is being looked into closely and investigated.
The order shows to have been shipped out from our warehouse and is now with the courier to complete delivery. Unfortunately, though, it seems that the courier is having difficulty in completing such - our delivery team is now following-up on what details the courier requires to complete. Also, the couriers may be contacting you to confirm delivery arrangements.
Should there be any further issues or concerns, please do not hesitate to contact us right away.
“WOW the prices, only if the customer service and delivery were that good.Ii made a purchase 2 weeks ago and have still not received my parcel. to be fair the courier used has said they have lost it in transaction, maybe this isn't value baskets fault but at the end of the day the contract for the item is with myself and value basket. So I cant blame anyone else, maybe they should of used a different delivery service, again this is not my decision.
The parcel was a birthday gift, so not receiving it on time was devastating, but even worse the after care, i have called value basket who struggle to speak English. i told them my problem to which the answer was email us, what's the point of having a phone if you require an email only. i still have not received my item and nor have I had a response from value basket. hopefully they reimburse me a little for the delay but doubts are beginning.
But lets be frank i did my research and i saw the bad reviews i was like come on they cant be that bad, so what i recommend don't order from value basket if you want your parcel this month. but if you are willing to wait patiently then value basket to be honest cant be beaten in price. The one star is because I have paid for a parcel which i haven't received nor nobody knows where it is.”
Dear Hitesh,
We would like to express our sincere apologies for the inconvenience.
The order is confirmed to have been dispatched from our warehouse on 20-Oct, and was on its way to the courier's delivery depot. Tracking ID provided by the courier confirms that the parcel has reached the depot and was being handled for the actual delivery.
As it was reported to still not been received, our delivery team has contacted the courier for further information and details on what the caused the hold-up, and to confirm whether the info they provided you (lost parcel) is correct. Once we receive their confirmation on the matter, we will be contacting you for an appropriate resolution on the matter. Rest assured that this is being monitored closely.
In the meantime, an agent has been assigned to contact you and provide further details about the matter.
We appreciate your patience on this issue. Should there be any further concerns, please do not hesitate to contact us right away.
“I have not received my camera yet. Surprised to see that asking for the feedback. It is obvious that my feedback is negative.
I am still unaware I am going to get my camera”
Dear Chakor,
We would like to express our sincere apologies for the inconvenience caused. The order shows to be currently handled by the couriers, and will soon be contacting you for delivery arrangements.
The delivery of the order, however, is understood to be delayed. This is due to the shipment being held by customs for a random routine inspection, which delayed the parcel from reaching the courier's depot. Rest assured that this is being reviewed closely.
As for the invitation to provide feedback, apologies for this. Since deliveries are set to be completed after a certain number of days, these notifications are set in the system to be sent out to customers. Unfortunately, for this case, as the delivery was delayed further than originally scheduled, the request for feedback got sent out before delivery was completed.
Many thanks for your kind understanding. Please do not hesitate to contact us for any further issues or concerns.
“Terrible service. Item not arrived and it's 10 days late. DPD haven't got records of the delivery and nobody can help me. I feel like I have been ripped right off. I thought I would save a few pounds but ended up losing hundreds of pounds.
I wouldn't recommend this company at all and it is bringing a lot of stress to me at the moment.”
Dear Rebecca,
Please accept our sincere apologies for the inconvenience.
We can confirm that the order was shipped out from the warehouse on 19-Oct and was on its way to the courier's delivery depot. Unfortunately, there was a delay on this reaching them as shipment was held for a random routine customs check.
As of latest update, the courier has received the parcel and will soon be contacting you for delivery arrangements.
Should there be any further issues with the order, please do not hesitate to contact us right away.
“Very unhappy with the service!!
You are asking me for a review when I am yet to receive the order placed and paid for almost two weeks ago. There was no progress update on the status of my order or delivery either!
I am very disappointment with your service as a whole.
Can't recommend!”
Dear Anthony,
We would like to express our sincere apologies for the inconvenience caused by the delay on the order.
The parcel was shipped out from one of our warehouse on time, on 13-Oct, on its way to the courier's delivery depot. By now, delivery should have already been completed. Rest assured that an investigation with the courier has been initiated and that our delivery team are closely monitoring developments on the matter. Once we receive any updates from the courier, we will notify you right away.
An agent has also been assigned to provide you with updates on the matter. For any further issues or concerns, please do not hesitate to contact us right away.
Dear David,
We would like to express our sincere apologies for the inconvenience on the delay. Rest assured that we are checking on the order's history and find out the factors causing the delay.
As of this writing, tracking ID shows that the parcel has been delivered on 6-October - may we confirm this with you, please?
Should there be any other concerns, please do not hesitate to contact us right away.
“My purchase has not arrived. I was sent a traking number 8 days ago. But DPD still have not received the item. It is my mother birthday on Sunday and the present my whole family are buying for her is no where to be seen. Sam Oldfield 01629 581048”
Dear Samantha,
We would like to express our sincere apologies for the inconvenience experienced with the order.
Whilst the item was dispatched from our warehouse on time, the unfortunate event of the shipment being held at customs has caused delay on the completion of the delivery process. Rest assured that our relevant teams are looking into the matter to avoid this from happening again.
Checking on the order and the tracking ID, it shows that the parcel has finally been delivered to the specified address.
Please do not hesitate to contact us for any further concerns.
Dear Mary,
Sorry to hear that the device received is not working.
May we request for further information on the fault, please? We have requested for an agent to contact you through the email address on the order, and assist you with having the device checked.
Should there be any other issues or concerns, please do not hesitate to contact us right away.
“After nearly two weeks my Camara has failed to arrive and I am asked for feedback on a product and service which I havent received ?
As I am going on a traveling holiday tomorrow without a camara it has been very frustrating with poor customer service just saying "its on its way, it should be with you very soon" Blaming DPD ..........
How can you ask for feedback before delivery ?
There has been no tracking information and the web site did not explain that it was coming from Hong Kong as it looks like a UK web site.
I was told "Dont worry its on its way a week ago !!!
DPD have been very helpfull but have no record from VALUE BASKET of any delivery to them.
Value Basket more like Cheap carry out bag full of holes !
Check out my twitter account 8,000 followers @ snapchat”
Dear Jeff,
We would like to express our sincere apologies for the inconvenience and trouble experienced with the order.
Although the item was dispatched from our warehouse on time, there was an unfortunate delay on the shipment as it was on the way to the courier's delivery depot. This shipment was put on hold with customs. Rest assured that our relevant teams and the shipping company are handling the matter. As of the latest update, we were advised that this should be released very soon, and will be arriving at the courier's depot. Once they have received the parcel, they will be contacting you for the final delivery details confirmation.
As for these notification/invitation emails, we will be re-checking on these, as it should have only been sent out when delivery has been confirmed to be completed, which, in this case, has not yet been done. Apologies for this mix-up.
We appreciate your patience with us and kind understanding on the matter. Please do not hesitate to contact us for any further concerns.
Dear Michael,
Our sincere apologies for this unfortunate incident and mishandling of the order. We understand the concern and frustration that this has caused you, please be assured that we will be reviewing the matter and the process the order has gone through.
As for the parcel, we are now waiting for confirmation on its location and that the courier has cancelled the delivery - once received, we will process the replacement order for the correct item.
We appreciate your patience throughout this whole incident, and would once again, request for your kind understanding on the matter.
For any further concerns or issues, please do not hesitate to contact us right away.
“INDIFFERENCE, NEGLIGENCE, WASTE OF TIME AND MONEY
This is the most disappointing experience with a customer service I ever had in my life.
I ordered a camera and I had to cancel the order because they were taking TOO LONG in sending it.
When I canceled the order because of this, they said they would send it right away what they did. I was happy then.
When the camera was about to reach me ( already in London, five streets from my house) someone from Value Basket ordered to send it back to China again, in spite of my calls and mails. I called DPD courrier in order to stop the return, and they said if VB would give the order they would stop it right away. I telephoned Value Basket three times, send three e mails when the product was in London, only to hear at least five different answers but no one stopped the return in spite it was a whole day hold in London. Why this kind of negligence? Mystery.
I ONLY EXPECT A QUICK AND COMPLETE REFUND.
Sergio Marras
Journalist”
Dear Sergio,
This is a rather unfortunate incident that happened to the order - rest assured that there will be a thorough check and investigation.
As of the moment, we can confirm that the order was dispatched from our warehouse and was on its way to the courier's delivery depot. On this time, there was a request received to cancel the order. Thus, a delivery cancellation was sent to the courier.
For now, we have requested for confirmation on the parcel's exact location and whether this is indeed on its way back to the warehouse - this has yet to be received.
An agent has been requested to contact you and provide updates on the matter. Once confirmation on the parcel's location has been received from the courier themselves, the refund will immediately be processed.
Dear David,
Please do accept our sincere apologies for the inconvenience caused by the long wait.
We can confirm that the order was dispatched from our warehouse on time and had made its way to the courier's delivery depot. The tracking ID confirms that this has indeed been received by the depot, delivery should have already been completed. Rest assured that we are following up with the courier on what has delayed the delivery. Special request and attention to this parcel has also been requested.
We understand the concerns and frustration on this incident, but you can be assured that this is now being monitored. While waiting for updates from the courier, an agent has been assigned to contact you through the email address provided on the order, for some updates.
For any other issues or concerns, please do not hesitate to contact us right away.
“Order number - 813384 - 421760
Faulty Item - Not answering any of my emails!
I'll keep this short and sweet! I ordered a phone from value basket. If there wasn't anything wrong with the phone it would be fine.....
However the phone has a mark on the screen which isn't what I paid for. I'm not someone who normally complains but I have now emailed them 4 times. After answering my first email they have since ignored me.
I would advise everyone not to buy from here...yes it may be cheaper but if your item is faulty then you will spend along time trying to get anyone to answer you, if they answer at all.
Time to start contacting VISA and the police I think...daylight robbery is an understatement!”
Dear Susana,
Please do accept our sincere apologies for the inconvenience caused by the delay. Rest assured that we have noted this incident and will be reviewed along with the team handling email queries and responses.
As for the order, we have confirmed that the item was reported to be faulty and that an agent has sent a response on the email query sent. May I ask if this was received, please? We have requested, once again, for an agent to follow-up on the email sent, assisting on having the item assessed further.
Many thanks for your patience and kind understanding. Please do not hesitate to contact us again for any further issues or concerns.
“Ha ha ha, unbelievable . . . . . . you're askig me for a review BEFORE my item has been delivered !!!!
Been waiting for 9 days on it now . . . . . what's happening like, are you still making it ??
Cheers”
Dear Robert,
We would like to express our sincere apologies for the inconvenience due to the delay.
Although the item was dispatched from our warehouse on time, the unfortunate event of the shipment being held at customs has caused delay on the completion of the delivery process. Rest assured that our relevant teams are looking into the matter to avoid this from happening again.
Checking on the order and the tracking ID, it shows that the parcel is already with the courier. They will soon be contacting you to confirm delivery details and arrangements.
Many thanks for your patience and kind understanding. Please do not hesitate to contact us for any further concerns.
Dear Alex,
We appreciate receiving feedback on your recent experience with the website.
Whilst the item was dispatched from our warehouse on time, the unfortunate event of the shipment being held at customs has caused delay on the completion of the delivery process. Rest assured that our relevant teams are looking into the matter to avoid this from happening again.
Checking on the order and the tracking ID, it shows that the parcel is currently with the courier and that a delivery schedule has been set.
Please do not hesitate to contact us for any further concerns.
“Ridiculously slow delivery. I bought a camera from value basket as they showed a UK warehouse and 4 in stock when I ordered. Delivery quoted as 6-8 days. On day 2 I got a message saying I'd been upgraded to priority delivery so expected it sooner. The carrier eventually received it from value basket on day 9 and because it's Thursday are quoting delivery after the weekend- 4 days time! Do they really have a UK presence with stock or has this been imported? I'll be interested to see if it has a UK warranty when it eventually arrives!”
Dear Colin,
First of all, we would like to express our sincere apologies for the inconvenience caused by the delays.
Whilst the item was dispatched from our warehouse on time, the unfortunate event of the shipment being held at customs has caused delay on the completion of the delivery process. Rest assured that our relevant teams are looking into the matter to avoid this from happening again.
Checking on the order and the tracking ID, it shows that the parcel is currently with the courier. They will be contacting you soon for the final delivery arrangements.
As for warranty, all products are covered by our in-house warranty services for 36 months.
Many thanks for your patience and kind understanding. Please do not hesitate to contact us for any further concerns.
“I am disgusted at the poor quality of the phone. I had to send it back it went all the way to hong kong and it still doesn't work. I paid £349.00 for this phone it isn;t of merchantable quality, I bought it 5 months ago, and haven't had any joy out of it. I try phoning cant get hold of any one complete waste of time. Not impressed with your company at all.”
Dear Janet,
We would like to extend our sincere apologies for the inconvenience experienced with the order.
As we review the latest record, it shows that the device was received for assessment and repairs on 24-April. However, as the RMA team had checked and could not replicate the fault reported, the item was returned.
As it is now reported to be faulty again, or still faulty, we would like to further investigate on the matter. We will have an agent contact you shortly to request for further details on the item's issues and arrange for an appropriate resolution on the matter.
Please do not hesitate to contact us for any further concerns or issues.
“Not recommended. 14 days money back guarantee doesn't mean you will get them! Ordered nikon d5300 camera - box was opened without instruction inside, lenses box without any sign. Would send back - they don't give the address for refund. Now is involved my bank in this case. If they will not take item back- will send camera to Nikon for expertise - don' t thinking it is new and original. I paid 459.99£ for headache for next 3-5 months !”
Dear Alesja,
We would like to extend our sincere apologies for the inconvenience experienced with the order.
First of all, please be assured that products delivered are genuine, brand-new products. However, as we are also concerned about the item you received, we wish to pursue and investigate on the matter further. We have requested our agents to follow-up on the matter.
For any further concerns, please do not hesitate to contact us right away.
“After 10 working days of my purchase I still waiting the delivery and from value basket I don't know when I m going to receive it. Apparently was shipped to a small company of courier that as they told me are not responsible of delivery failed.”
Dear Roberto,
We would like to extend our sincere apologies for the inconvenience that the delayed delivery has caused you.
Rest assured that we are following-up with the relevant team and the courier to complete the delivery as soon as possible. Courier has confirmed there was internal miscommunication with regards to the handling of the parcel and that they are now addressing this.
We can also assure you that such a delay and these issues encountered are not the norms for our deliveries.
Please do not hesitate to contact us for any further concerns or issues with the parcel.
“I am extremely disappointed in the quality of your delivery service. We are going on holiday on 15th June and I thought I had given my order in plenty of time to receive the camera before we went away. Despite receiving an e.mail from Value Basket on 4th June 2015 saying that the product had been sent to the courier for delivery there is still no sign of it being delivered. Shall not shop with them again!”
Dear David,
We would like to extend our sincere apologies for the inconvenience caused by the late delivery of the order.
Rest assured that we are following-up with the courier for updates on the parcel's whereabouts and the confirmation on the status of the request for delivery.
Although the dispatch was made on time, there was an unforeseen delay due to the shipment being on hold with customs. This has been recently released and should be with the courier. They will be contacting you for the final delivery arrangements very soon.
Many thanks for your patience and kind understanding.
