“Very poor communication no comfirmation email of order. Had to ring 3 times to get through to customer service to ask about order and delivery. Person I spoke too had very poor understanding of English had to spell out my email address twice. Still no sales invoice for proof of purchase. Suddenly got an email and txt after I had phoned them. Good prices on goods. Probably will not order from them again. Will not recommend to others.”
Dear David Purchase,
Our apologies for the lacking services received.
We'd like you to understand that high volume of order, calls and emails have impacted our response time, and even caused some technical difficulties.
We sincerely value our customer's opinions and concerns and will look into improving our services as well as those of our affiliates. Our relevant team will check with the courier regarding your parcel status and an agent will further update you soon.
“I'm giving an average rating based on the price being so good, however other than that the service was pretty poor. I made an error inputting my address when initially placing the order (I didn't add the company name of the delivery address). Whilst this was my fault I noticed it almost immediately and endeavored to correct my mistake then and there, via VBs contact mechanism (incidentally at no point did their phone number work when I tried to call). No matter how hard I tried I could not get Value Basket to respond in time. I even tried via Facebook and whilst they did respond they ignored my primary query about the delivery address and wouldn't address in spite of my prompts. When they eventually responded to my original email(s) request to add the relevant info to my delivery address they said it was too late and made no attempt to sort it with the courier. It was only the fact that I knew the courier driver, and they knew which company I worked for, that the issue did not descend in to a major issue.
Won't be using VB again I'm afraid.”
“Took 10 days for order to arrive after chasing. Phone seems fine but is European and comes with a 2 pin plug but have been sent a UK plug separate. Overall ok service if prepared to wait and chase.”
“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...”
“Website isn't the most update, slow progress and little communication on where the order was. Sent incorrect parcel tracking and was sent an email to say my parcel had been delivered but it hadn't until a couple of days later for which the item was just left out in the rain.”
Dear Steven Baker,
We are sorry to hear about the confusion in the tracking details. We'd reassure you that we value our customer's opinions and concerns, and will revise our services as well as those of our affiliates to prevent this from happening. We advise you to check if item is well received and to contact us for any issues accordingly.
“Today I received the wrong goods and have emailed you as your phone keeps saying you are having technical difficulties . Instead of receiving a canon sx503 powershot I received a Nikon lens. Very disappointed as really want this for Christmas present.”
Hi Sylvia McBride,
I am sorry to hear you received the wrong item
We will require you to send us photos of all items received and packaging in order for the relevant team to check and verify the mixed-up. An assigned agent will contact you to further assist and offer resolution accordingly
“Before buying the camera I phoned their Customer Services to make sure the camera was a UK model. I was told that it was indeed a UK model. However, on receiving the camera I found that there was no English instruction booklet. There were six separate instruction booklets in the box, each one nearly 90 pages long, but in Spanish, Italian, German, Dutch, Portuguese and French. I emailed Value Basket to ask for an English instruction booklet, since I'd been assured the model was an English model, but have had no reply. I would not have purchased the camera from them if I had been given the true information, that this was a European, not English, model. The instruction booklets give 90 pages of detailed information in six languages I can't understand on how to use the camera fully, and I'm really annoyed that Value Basket gave incorrect information about the camera model they were selling.”
Dear Holly Faithfull,
I am sorry our services were not as per your expectations.
To clarify, we source our products globally in order to offer competitive prices to our customers. For this reason, it may be that box content is slightly different for each country, but rest assured that all products' specs are fit for markets they are sold in. An agent will contact you soon for further assistance.
“The only reason they get one star is the price. The courier were useless (shipped my item to wrong depot) , tracking was extremely poor, and customer service at both seller and shipper was terrible, as I was referred from one to the other. Delivery was slow, as my item sat somewhere for three days without moving, then it went missing until found. It's a shame but I was losing patience with this purchase and would be extremely reluctant to use them again.”
Dear Ian Smith,
We are sincerely apologetic that your experience with us has not been easy or most satisfactory. We understand tracking was not as useful but we'd like to clarify that courier updates logs/scans once parcel is received at their depot. Generally, we'd allow 24-48hrs for them to update tracking details. We value our customer's concerns and opinions and will revise our affiliate's services to our customers.
“I ordered two weeks ago. I was notified a week ago that the item was shipping early. I still do not have it. The tracking system just says it was delivered to depot.”
Dear Andrea Parsons,
To confirm, your order was shipped out on 30-Nov and note that our shipping and delivery timeframes are in business days. As per your tracking details, it indicates "Receipt at depot," in other words, your parcel is processed at courier's delivery depot near you and you should expect delivery in the coming days.
Dear John Benger,
We are sorry for any delay and inconvenience caused. To confirm, your order was shipped out on 26-Nov and as per tracking details, it indicates delivered as of 4-Dec. You may refer to http://webtrack.dhlglobalmail.com/?trackingnumber=rx946412740de. We'd like to reassure you that our prices are final with no hidden charges, so in the event customer is asked to have any customs/import fee, we may reimburse upon receipt of payment. To clarify, the courier would generally take care of such fees on our behalf
“DONT BUY FROM THEM!!
I STILL HAVE NOT RECEIVED MY GOODS. I RANG THEIR CUSTOMER SERVICE (abroad) AND WAS GIVEN A SHIPPING NUMBER TO TAKE TO A (not specified) POST OFFICE. NO HELP AT ALL.”
Dear Terry Boutcher,
We are sorry to hear you have not received your parcel yet.
To confirm, your order was shipped out on 26-Nov and as per tracking details, it is has arrived at the destination country. You may refer to http://webtrack.dhlglobalmail.com/?trackingnumber=rx946412753de for updates. You should expect delivery soon by your local post office (Royal Mail).
Note that our prices are final with no hidden charges, so in the event customer is asked to have any customs/import fee, we may reimburse upon receipt of payment. To clarify, the courier would generally take care of such fees on our behalf.
“I CAN'T GIVE THIS COMPANY A GOOD OR BAD REVIEW YET AS I AM STILL WAITING FOR MY GOODS. UNFORTUNATELY SO FAR THE INFORMATION WITH REGARDS TO POSTING HASN'T BEEN BRILLIANT.”
“I ordered item on the phone as your on line site wouldn't let me send the order form after I had filled it in.
I spoke to a man who I thought was in England as the line and his accent were understandable so I thought the item would be coming from with in the united Kingdom.
as the item had not arrived within a week I phoned up to enquire if the order had gone through.
it quickly became apparent that I was speaking to a women on a very poor line it seems to Hong Kong she spoke very poor English this coupled with the bad long distance line made it impossible to communicate with her.
This is normal when communicating with these call centres abroad and counter productive.
The Item did eventually arrive and is so far operating well after I found out that the zoom does not operate unless it has a memory card installed.
This is not mentioned in the very limited manual that Nikon supply and gave me the idea initially that the mechanism was faulty.
j. Varney”
“Products come as described. I have now placed three orders. First two orders took much longer to arrive than expected, third order was received in 9 days.
If web site was more realistic about delivery times then, I would give 5 stars.”
“Website clearly stated free delivery in the UK, even in the small print. On ordering small item in size and weight, £10 was added to the cost for delivery. On taking this up by phone and email the company simply refused to address the issue, providing a standard corporate response which did not answer the question why the charge had been levied or offer to refund this charge. On that basis alone and on principle I will not buy from them again and could not recommend them. Poor customer service combined with, at the very least, misleading advertising are not a good recipe for trust. If this company was based in the UK I would have referred them to trading standards and used UK legislation to redeem the delivery charge. I have no problem in paying a delivery charge if a website clearly states it rates, I can then make an informed judgement as to the overall cost, but to advertise one thing and then do the opposite and refuse to engage in any meaningful communication about this is unacceptable.”
Dear Jonathan Corbett,
We are sorry if we have let you down.
To clarify, we offer Free shipping on most orders delivered to the United Kingdom, European Union, Australia, New Zealand, among others. However, a nominal delivery charge may be applied to some areas considered remote by couriers. This charge should be made available during checkout and before placing the order.
We value our customer's commends and concerns and will revise your case to further improve our services.
Dear Wendy,
We are sorry you have not received your parcel yet
To confirm, you order was shipped out as of 17-Nov and it is still in transit. As per tracking details, parcel was "handed over to partner carrier" as of 23-Nov. Please allow few days for your local post office to process and deliver the parcel.
“????????????????????????????I cancelled my order on the 28/10/15(I hadn't received my order), it's now the 23/11/15 and I STILL HAVENT HAD A REFUND. ???????????????????????????? Will I ever get my money back, absolute disgrace.”
Dear Graeme,
We apologize for any delay and inconvenience caused.
To confirm, order was shipped out on 22-Oct while cancellation request was received on 28-Oct. Thereafter, we intrusted the courier to return parcel to us which was confirmed received by our warehouse just on 21-Nov. Generally, we may process refund once return parcel has been confirmed received by our warehouse.
An agent will contact you soon with updates.
“The site doesnt let you know that you will be charged import duty of 4.2% and VAT of 20% when the item arrives, meaning you will pay a further 25% to recieve the product, so it will probably be cheaper to buy elsewhere, also did not recieve cashback as agreed through topcashback”
