“I was really pleased when I found what I wanted on the Valuebasket site, and the product in its own right has not disappointed at all. My niggles have been more to do with delivery and communication. However, at the moment there is one unresolved issue which I have yet to get resolved.
When the product arrived the box was unsealed. This was slightly concerning as the contents were a digital camera. The camera and it contents were intact which was a relief barring one major thing. No instruction manual and no warranty paperwork. So I have quite a complex piece of kit that I cannot use to its fullest extent and I am concerned to fiddle too much as I have no warranty that I can register with the manufacturer.
ES who seem to be the parent company sent me a text on my mobile at the time of purchase saying that delivery would be made through a courier company on the 2nd April - so the waiting time between purchase and delivery is 10 days. I did not receive any confirmation email of my purchase which was a little disconcerting. I was told that an email would be sent by them when my product was being delivered. OK! Come the 2nd, I receive a text - Hurrah! I go to the courier website with the reference that I have and no delivery details. I receive an email from Valuebasket - my product has been dispatched and will be with me on the 2nd. I eventually have to go out and still no delivery or details so I go to the delivery website. Ask them to leave with a neighbour. All confirmed. Fine. Go out - come back later that evening. No card - no delivery. I go to the courier company. Delivery on the 7th. Fine, after all its a bank holiday. Valuebasket send me an email on the Saturday (3rd) saying your product has been dispatched - courier company send me an email saying my delivery will be with me today. Fortunately I'm in and it is delivered - without the instruction manual and warranty.
This may all sound picky, but when you have paid several hundreds of pounds for something, it needs to be a bit smoother.”
Dear Gary,
First of all, our sincere apologies for the delay on the order's delivery. Rest assured that issues causing the delay on the item's dispatch are being addressed.
As for your concerns on the warranty and user manual, please be informed that the item is covered by our in-house 36 months warranty. You may view the conditions of the warranty on our website for further information. The manual, we can request for our relevant team to provide you with a PDF copy of the item's manual. You may send such a request to through our website's help page.
We appreciate your patience with us and kind understanding.
Dear John,
First of all, our sincere apologies for the inconvenience caused by the order's delayed delivery.
Checking on the order, it shows to have been dispatched on a timely manner. Unfortunately, there was a delay on the transit where the shipment was not immediately received by the courier's delivery depot. We understand the frustration and concerns with long wait. Rest assured that we are working with the courier company to avoid such delays in the future.
At the moment, the tracking ID for the parcel shows to have been delivered to the specified delivery address on the 8th April.
Many thanks for your patience with us and kind understanding.
“I have been waiting for over 8 days for the delivery of my mobile phone. Called twice to find out what is happening with it and I was told it had been dispatched and that they would look into it. On the last call I was advised that the customer service agent would escalate it and contact me back. I have still not heard anything and am not happy with any of the after service. The agent on the phone was abrupt as if she deals with situations like this on a regular basis and the lack of empathy is incredible.
It has left me without a product and no confidence in the brand. I understand mistakes can happen but it is how companies resolve them that show how good they are.
In this case I have been left with no knowledge of what is happening, and things are made even worse by emails asking how I am getting on with my new product.
I would like to see if anyone will actually picks up on this review and contact me with some sort of resolve.”
Dear Daniel,
Please do accept our sincere apologies for the trouble and inconvenience that this has caused you.
Checking on the order, it shows to have been dispatched on the 25th March, sent out for the courier's depot. Once they have confirmed arrival and the parcel is ready for delivery, they will be contacting you right away. Rest assured that we are looking into such delays and are working on avoiding these.
Many thanks for your patience and kind understanding.
“8 Working days later, still no camera, no updates on the website, no updates on the courier website, says exactly the same thing on both from 8 working days ago, disgusting and i am not taking delivery of the camera now, i will buy from elsewhere, never ever experienced such poor service from a company before, but you get what you pay for, or in my case, you still don't get what you pay for RUBBISH”
Dear Andy,
First of all, our sincere apologies for the inconvenience that the delays has caused.
Checking on the order, it shows to have been dispatched on 25-March, set for the courier's depot. There may be some delays with the shipment arriving at the destination, rest assured we are contacting the couriers handling these for updates. Once the courier has received the shipment and are ready for the delivery, they will be contacting you right away.
Many thanks for your kind understanding and patience with us.
“ordered on 23/03/2015 now 01/04/15 and no delivery.had a tracking number for DPD since 24/03/15 and they have still not received my parcel as of now.”
Dear Joseph,
Checking on the order's history in our records, we would like to extend our sincere apologies for the inconvenience that the delays have caused.
The parcel was dispatched from our warehouse on the 25th March, and set for the courier's depot. Rest assured that we are checking with the responsible courier for status on the shipment. Once the courier has received this shipment, they will contact you right away for the delivery.
Many thanks for your patience and kind understanding.
“I placed an order Online on 23/03/2015 and I am still waiting for the order to be shipped. The status was very prompt that the order in shipment but so far no indication on when I will be getting my order. When I called the parcel service they mentioned that they have not yet recieved the parcel and go and contact ValueBasket. When I contacted value basket they are still saying its still in transit. I still dont know when I will get my order or whether I will get my order...Very poor in order shipping and delivery”
Dear Sofin,
Reviewing the order's status in our system, we would like to extend our sincere apologies for the inconvenience caused by the delay.
Rest assured that we are in contact with the responsible courier for the status on the shipment. Once the parcel has been received by the courier's depot, you will be contacted right away.
Many thanks for your kind understanding and patience with us.
“Hong Kong based company who are not in a situation to provide VAT invoice. You think you are paying less for your item but at the end of the day you pay more if you are VAT business
Package was open but nothing was missing. I would avoid in fiture”
Dear Kostadin,
We appreciate receiving feedback on your experience with our site - thank you.
Rest assured that details regarding the company are provided on the website. Products are also sourced globally, also stated on the website, for your reference.
“Good price. Delivery came fom abroad which was unexpected and meant the delivery time was around 10 days because it was 'held up at customs'. To be fair, they did contact me to tell me without me having to chase which was good. Well packaged.”
“The color of the phone was grey-silver while I order black. No charger supplied - instead a set of adapters. Color of headphones is white - doesn't match color of the phone on any case. When I started communicating this issues with customer service - I see that it doesn't want to solve the matter.”
Dear Alexey,
Please do accept our sincere apologies for the inconvenience and troubles that you have experienced with the order. Rest assured that we are investigating the case of a wrong item dispatched.
Checking on the current status, I believe that one of our agents have responded to your email requesting for some details in regards to the item. Please do inform us when these are available so as to expedite the process.
Many thanks
“As of this morning, I still haven't received my order. Your website said 5 to 8 days. It was ordered on the 5 Mar. The order was for my son's birthday on the 13 Mar. Not happy.”
Dear Christopher,
First of all, our sincere apologies for the delay on the order, as well as the inconvenience that this has caused you. With high volume of orders processed daily, there were a few items/parcels that were not shipped out in time. Rest assured that we are addressing this issue and are working on improving this.
Please note that, for this order, it was set for a shipping time frame of 5-8 days, but delivery time is 9-15 days. This is due to the fact that we source the items globally, thus an adjusted timeframe in shipment and actual delivery of the items. Checking on its current status, it shows that the courier has delivered the parcel on 17-March.
Many thanks for your kind understanding and patience.
“Delivery was quoted as 2_ 5 days still waiting 10 days later? Goods still not in the UK.
Previous purchases were much quicker.
However pricing is excellent.”
Dear John,
Thank you for your feedback. We appreciate receiving comments regarding your experience with our site.
Our apologies for the delay experienced with the delivery. Rest assured that we are working on improving delivery times and avoid such delays.
Many thanks!
“Just received an e-mail from Value Basket saying "you recently made a purchase from us. How did we do ?".
I would love to leave a review on "how you did" but, as off this moment, 11th of March, my item has not arrived. Ordered Canon lens on the 28th of February. 5 to 8 days delivery time quoted.
Starting to worry a little.”
Dear Malvin,
We appreciate receiving feedback on your experience with our site. Thank you.
Checking on the order, we would like to extend our apologies for the delay you have experienced. As an updated from the courier, the parcel is currently at the their delivery centre. They will soon be contacting you.
Rest assured that we are continuously working on improving our services. If there should be any further issues with the order, please do not hesitate to contact us right away.
“I have not yet received the items I ordered from you despite 2 phone calls and trying to track my package online. The tracking number supplied was incorrect. I am hoping to receive my camera and lense very soon.”
Dear Pam,
Our apologies for the delay experienced with the order.
Checking on its current status (and with tracking number 05167021279668), it shows that was just recently delivered.
For any further issues experienced with the order, please do not hesitate to contact us right away.
Many thanks!
“My package is yet to arrive, and on phoning customer services they are not able to give me any answers as to where the package is. Customer services are not able to give any answers and after a long and difficult conversation with one very rude member of staff yesterday she put the phone down on me; in addition they have refused to let me speak with the managers (the rudeness was limited to conversations with one individual, others have been polite at the very least). Part of the issue is based with their location in the Philippines apparently; which has an 8 hour time difference from the UK, so thus if the manager works 9-5 local time a talking time is hard to find. However, when I had contacted between these times the manager has been busy in meeting...continually!!!
I have e-mailed the logistics department, as had the customer services reportedly, and have received no response as of yet!!
With the money that I saved buying the product here, I have spent in time and phone calls actually trying to receive my product...it is not worth the stress!!!”
Dear Nicholas,
First of all, our sincere apologies for the inconvenience with the order and with the service experienced. Rest assured that we are investigating this matter and will be dealt with accordingly.
Checking on the order's current status, this has been dispatched and sent to the courier for delivery. We are closely following-up with the courier for an update on the actual delivery.
Many thanks.
“Good price and prompt delivery but product not a UK one (which is not made clear in the website), no manufacturer's warranty or user manual included.”
Dear Julian,
First of all, our sincere apologies for the inconvenience.
Checking on the order's current status, and with the Tracking number for its delivery, it shows that a pick-up schedule was requested for the parcel. If you wish, we can also request for the courier to schedule a re-delivery instead. Please do advise.
We look forward to have the order delivered as soon as possible.
“I still haven't received my order, its been in shipping for a week. Tracking says that's its on its way but has said this since last Friday. Is this normal?”
