Dear Stephen Nicholls,
We are sorry to hear that you have not received you parcel yet.
We'd like to confirm that your order was shipped out from our warehouse on 23-Dec and as per tracking details, it indicates "Handed over to partner carrier" as of 2-Jan. We advise you to allow few days for your local post office (Royal Mail) to process and deliver your parcel. Also, check for any delivery note/card with collection instructions. To kindly remind, our prices on our website are final with no hidden charges so in the event you are asked to pay any customs/import fee, we may reimburse with receipt of payment, if applicable
“Ordered an item on the 16th December and it has still not arrived on the 31st so I cannot write a helpful review other than to say my disappointed son is still waiting for his Xmas present. I cannot comment on the item as we have not seen it yet but delivery is poor and the DHL tracking information is scant and difficult to understand with regard to when we can expect delivery.”
Dear Jillian Winnard,
We are sorry for ay delay and inconvenience caused.
We'd like to confirm that your parcel has been delivered successfully as of 2-Jan as per tracking details http://webtrack.dhlglobalmail.com/?trackingnumber=rx946418265de. For any other queries, contact us again
“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.
“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
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.
“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.
“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.
“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
“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.
“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.
“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.
Dear Paula Rojas,
We are sorry to hear that our services were not as you expected.
With regards to your order, the shipping (5-8 days) and delivery (9-15days) timeframes were on-track, if not early. We can confirm that parcel was successfully delivered to you as of 12-Nov via Hermes-UK.
In order for us to better assist the issues with the device, we require more detailed information about them and will provide troubleshooting steps to confirm the item is indeed faulty and the extend of it, before returning for repair or replacement.
An assigned agent will be in contact with you to better assist your concerns and provide resolution.
Dear Virginia Velasco,
We are terribly sorry we have let you down. Your case and concerns will be revised to further improve our service quality and those of our affiliates .
Your order has been confirmed to have left our warehouse on November 5th, but informed by the courier of "delivery failure reason - insufficient address."
Please rest assure that we are following up with the courier and will contact you with further updates.
“Haven't received my goods. Been phoning and Emailing, keep getting told my goods are on the way. Just want my money back. I feel that I have waited long enough I had to go out and buy these goods from a high street store as it was a birthday present for a family member so if these goods do ever turn up they are not now wanted. So please please please can I have my money back.”
Dear Carol,
First of all, we would like to express our sincere apologies for the inconvenience caused by the delay.
We have confirmed that the parcel was shipped out from our warehouse on 13-Oct and our shipping records have confirmed that this has reached the courier's depot. Unfortunately, the courier could not find this on their records, nor in their warehouse, thus an investigation is being conducted. Rest assured that such is not a common occurrence and that we are closely following-up on the matter.
In the meantime, we understand that a request to cancel was received for the order. We have sought approval for this processing and had an agent contact you with further details.
Should there be any further concerns, please do not hesitate to contact us right away.
