“I have an item missing the order was paid for and and confirmed onthe the 12.10.2015 .why has my I term not been sent to me? Am surely geting worked up with this.”
Dear Oryek,
With regards to order number provided, it was shipped out on 11-Nov and as per your tracking details it indicates "Signature From Customer." We also got confirmation from you via email, that parcel was received on the 14th.
For any other concerns, contact us again
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.
Dear Bryan,
We are sorry to hear you have had trouble contacting the courier. After checking your Hermes tracking number 8232246917950387, it indicates your parcel was "Delivered to Porch" as of 10/11/2015
Please let us know if its not the case, and we will further investigate with the courier.
“Delivery from time of order was very poor. In particular the tracking information by Hermes was none existent until after the parcel was delivered.
Ordered on 24th Oct i received notification that order would be processed as:
Ready to be shipped: 5 - 8 working days
- Delivered: 9 - 15 working days
Informed that item was ready to be shipped on 29th Oct but all Hermes stated was that they had received an order at that date. It was not until 3rd Nov that info was passed that parcel would be delivered soon. It arrived on 3rd Nov.
Link to Hermes tracking was incorrect and web page required customer to link to second page which was not updated until last moment. Therefore I was not kept informed by Hermes as to the delivery progress.”
Dear Richard,
We are sorry to hear you were experiencing problems tracking your parcel. It seems like the courier, Hermes didn't update the tracking details while in-transit. The order shows to be dispatched and delivered within the timeframe given. we have informed Hermes on this matter to better their services to our customers.
Once again, our sincerest apologies on the inconvenience. Please feel free to contact us if you have further concerns.
“I have bought the Samsung Galaxy Tab S2 T815, as a gift for my husband's birthday - it was the last item in stock. However I am not impressed because I see that the original seal on the original box has been broken and another seal has been plastered on top of it. I bought this Tab as a new item not refurbished, used/second-hand so pls let me know what's going on? And the power adapter was just thrown in with the overall plastic packaging, outside the box.”
Dear Customer,
We appreciate receiving feedback on the experience you've had with the website.
The order is confirmed to have been shipped out and delivered as ordered. The universal adapter is provided for use with the device, as we source products globally and ship them to your location, we provided an adapter so as to use with the device.
As for the seal, this would be due to the random inspections made on items at the warehouse before these are shipped out. These inspections are done on routine and on random stocks, or as advised by our suppliers - to make sure that complete accessories are in the packets. Rest assured that these items are genuine brand new items that are delivered.
Should there be any further issues or concerns, please do not hesitate to contact us right away.
“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.
“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.
“Excellent prices, but you do need to wait a while for delivery.
Considering the money you can save on some items though it's well worth the wait.
Their customer service is very poor though. From what I can surmise it's a call center in India, untrained in proper protocol, and mostly unhelpful. If you have a problem it's important to e-mail them as this will eventually get to someone who knows what they're doing.
So yes, the telephone customer service is bad but I assume they have outsourced it to keep costs down. On average I found things £50 cheaper here than anywhere else, and this adds up quick! So I'm more than happy to put up with the poor customer service, for as long as you persevere with them (with e-mail) they'll get it sorted.
I would highly recommend them for the frugal buyer who doesn't need the item in a hurry.”
“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.
“Time frame for delivery is 5-8 days after dispatch. From the website it would appear that it is 5-8 days after order. I would have given 5 stars if this had been clearer. I will certainly order again.”
“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.
“Did not get a conformation of order email after purchase and couldn't gain access to my order account after purchase. however happy with the communication over the phone and customer support email.
good value for money bit slow on delivery but worth the wait due to price.”
