“An order was placed on the 12th June 2015 for a not inexpensive camera, a delivery date was promised for the 23rd June 2015, I waited in all day for the package which never arrived. When I asked by email for confirmation of a new delivery date I was fobbed off with an apology but not a confirmation as requested. On the 24th June 2015 I sent an email specifically asking for a delivery date as I would need to arrange for somebody to be at the delivery address to sign for it...as yet I have had no reply. You have had my money now for 2 weeks and I have absolutely nothing to show for it, so to say I am disappointed is an understatement.”
Dear Ana,
We would like to express our sincere apologies for the inconvenience caused by the delay on 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 on 26-June.
Many thanks for your patience and kind understanding. Please do not hesitate to contact us for any further concerns.
“Delivery is very slow, I still haven't received my phone after 10 days. DPD couriers give very little information. I stayed in for two days 23rd, 24th June. What a waste. The more I think about it the more I get annoyed.”
Dear Lee,
We would like to express our sincere apologies for the inconvenience that you have 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 on 26-June.
Many thanks for your patience and kind understanding. Please do not hesitate to contact us for any further concerns.
Dear Lee,
We appreciate receiving feedback on customers experience with the website, thank you for sharing yours.
Checking on the order, it shows that this has been delivered on 15-June, which is within the delivery timeframe provided on the order confirmation email, which would be 9-15 business days. We understand that this could still be improved, and we are working on improving such delivery times and avoid any issues that may cause delays.
Please do not hesitate to contact us for any further concerns.
“Value basket:
+
Website easy to use
Simple ordering system
Plenty of info on products
-
Delivery options not clear
Delivery timescales unclear
Company uses DPD couriers which were useless
Item did not arrive at agreed booked time offered by courier
Courier company blamed supplier and vice versa”
Dear Robert,
We appreciate receiving feedback on your experience with the website. Thank you for your comments, rest assured that we have noted these and are forwarding to management for consideration.
We have also noted your feedback on the trouble experienced with the delivery of the order - we are checking on this with the courier company and are reviewing procedures followed.
Many thanks for your patience and kind understanding. Please do not hesitate to contact us for any further concerns.
“I have had emails advising me that the item has been dispatched and telling me how to track but the links do not seem to work and I cannot find out where my £269.99 camera actually is.
It is about 2 weeks since I ordered it and, even if the camera does arrive safely, I will not be using Value Basket again, no matter how competitive their price might be.”
Dear Michael,
We would like to express our sincere apologies for the inconvenience caused by the delay on 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 the shipment had been released and will be arriving at the courier's depot. They will be contacting you for the final delivery details confirmation very soon.
As for tracking your order, you may use the "My Accounts" page on the confirmation email or the shipping confirmation email (sent when the order was dispatched). Tracking ID provided by the courier, may also be used to track the parcel's status.
We appreciate your patience with us and kind understanding on the matter. Please do not hesitate to contact us for any further concerns.
“Whilst the camera price was the best around and we are happy with the product - The 'Poor' rating is because once we placed the order we had absolutely no contact re order confirmation [checked junk email too] even after we phoned and told it could take 24 hours to be confirmed. Website said dispatch 1-3 days so after a week and it hadn’t arrived we contacted them to cancel the order to be told is was out for delivery - no prior notice or arrangement. We said we wanted to cancel as not confident in the company and even though their inefficiency was our reason to cancel , we would be charged £25 'restocking' fee - what the hell is THAT all about? Oh after I strongly protested one guy on the phone said we wouldn't be charged and he would interrupt the delivery process if I sent him an email, which I did.
Loads of emails came in once the word 'cancel' was mentioned'.
Feeling a bit bullied into accepting it, we took delivery - sure the camera is all fine but that is overshadowed by the attitude of the company - so won't be buying from this company again. All this could have been avoided if they only kept us informed at the start.”
Dear Mandy,
We would like to express our apologies for the inconvenience that you have experienced with the order.
Checking on the status in the system, it shows that the order was processed and dispatched 2 days after order was received, and delivered within the timeframe specified on the order confirmation page and email confirmation sent,.
Please note that, as the order was dispatched and on its way for delivery, cancellations will be charged to a restocking fee, as resources have been used to deliver the order. You may refer to the website's terms and conditions page for reference.
Many thanks for your patience with us and kind understanding. Hopefully this clears up your questions regarding the issues encountered. Please do not hesitate to contact us for any further queries.
Dear James,
We would like to extend our sincere apologies for the late delivery of the order and the inconvenience that this has further caused you.
The parcel was shipped out from one of our warehouse on time, however, due to the shipment being put on hold with customs, delivery was delayed unexpectedly. As of the latest update, the shipment had been released and had made its way to the courier's delivery depot. They will be contacting you very soon for final delivery arrangements.
We appreciate your patience and kind understanding on the matter. Please do not hesitate to contact us for any further assistance required.
Dear Martin,
We would like to express our sincere apologies for the inconvenience caused by the delay on 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 shipment has been released and will be arriving at the courier's depot. They will be contacting you for the final delivery details confirmation very soon.
We appreciate your patience with us and kind understanding on the matter. Please do not hesitate to contact us for any further concerns.
“Ordered a Samsung Galaxy Tablet which was in stock on the face of it looked good, reasonable price and free delivery. I received a confirmation of the order and a notification that the order was being processed and I could expect shipment in the next 9-15 days. I immediately got back to Value basket asking for express delivery but got nothing back for a couple of days by which time I'd tried to cancel the order as I could have got the same product for a similar price on an overnight delivery.
Communication is awful, I did get notification in the end that they had accelerated the process but it still took over 9 days to arrive. I then got told if I wanted to cancel the order I could just refuse to accept delivery, after all the aggravation I thought I would accept the delivery and I'm please with the tablet. Just hope it doesn't go wrong.
The other problem is they don't give you a proper invoice so you can't claim the vat back for business. Apart from those issues, fine.”
Dear Nick,
First of all, we would like to express our sincere apologies for the inconvenience experienced with the order.
Checking on the order, it shows to have been dispatched quite later than originally scheduled, which caused the delivery completion to be delayed. We were informed that this was due to the high volume of orders that the dispatch team had to process and handle, which had some of the order's shipment to be delayed. Rest assured that we are addressing these issues and are working on improving these.
Many thanks for your patience with us and kind understanding.
“Not fast enough service, not clearly told that it takes 8 days before it is processed then delivered. How long does it take to deliver a phone. Haven't even got the phone yet after order was placed 19/20th May. Very dissapointed. Spent money telephoning Valuebasket and DPD.”
Dear Shirley,
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 has just recently been delivered to the specified address.
Please do not hesitate to contact us for any further concerns.
Dear Geoffrey,
First of all, we would like to express our sincere apologies for the inconvenience caused by the delays.
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 the shipment had been released and has arrived at the courier's depot. They will be contacting you for the final delivery details confirmation.
We appreciate your patience with us and kind understanding on the matter. Please do not hesitate to contact us for any further concerns.
“Easy website to use. Quick response to order. Genuine information as to progress towards delivery. Items delivered on day stated and within time slot quoted. Delighted with product! Since writing this the goods have arrived and are faulty and we wanted to return it under the 14 day returns warranty but are now having the run-around of e.mails and do not have and address to which we can send the item. Feeling very negative about the site now and wish I had waited longer to make my initial comments!!!”
Dear Andrea,
We appreciate receiving feedback on your experience with the website.
As for the order, it shows to have been dispatched from our warehouse on time, however, there were delays as it was shipped to the courier's delivery depot. Rest assured that we are checking on this issue with the relevant teams, as well as the courier company. We are continuously working on improving dispatch and delivery times.
Many thanks for your patience with us and kind understanding.
“Ordered a camera on 4th May to use on my holiday. The camera was in stock, but I am still waiting for delivery on the 12th May. The additional bits ie. case and lens were ordered elsewhere and were delivered a few days ago. Poor communication and poor service.
The camera is apparently in Holland somewhere!”
Dear David,
We would like to express our sincere apologies for the inconvenience caused by the delay on the order.
Although the parcel was dispatched and shipped from our warehouse on time, there was a delay on the shipment as it makes its way to the delivery courier's depot. As you may have been informed, the shipment was rerouted to go through another port/city, before it was brought to the depot nearest your location, thus causing the additional wait time on the delivery. Rest assured that these cases are being reviewed, along with our partner courier company.
Checking on the order's current status, based on the tracking ID provided, it shows that the parcel has recently been delivered to the specified address.
Many thanks for your patience and kind understanding.
Dear Patricia,
We would like to express our sincere apologies for the inconvenience caused by the delay on the order's delivery.
Whilst the item was dispatched from our warehouse on time, there were a few delays experienced by the shipment as it makes its way to the courier's delivery depot. Rest assured that the responsible team, as well as our shipping partners are being notified of the long delivery time.
Checking on the order's current status, it shows to have been recently delivered to the specified address.
Many thanks for your patience with us and kind understanding. Please do not hesitate to contact us for any further concerns on the order.
“order placed on the 26th April after 8 working days no delivery, query raised by email as there is no response by phone after 10 minutes waiting. Not impressed with delivery performance.
Conflicting information on order status”
Dear Dave,
First of all, we would like to express our sincere apologies for the inconvenience caused by the delays.
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.
We appreciate your patience with us and kind understanding on the matter. Please do not hesitate to contact us for any further concerns.
“Supposed to have been given priority over a week ago still in the same position as last week no update no iPad poor communication I should have heeded the feedback from other and bought from a local dealer and payed the extra never again will I buy from this company I will give until the end of the week for my iPad to arrive if not a full refund I shall be asking for .”
Dear Lynne,
First of all, we would like to express our sincere apologies for the inconvenience caused by the delays.
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.
We appreciate your patience with us and kind understanding on the matter. Please do not hesitate to contact us for any further concerns.
“Overall the worst on-line shopping experience. I phone customers services 4 times to try to determine why my parcel in transit was recalled. At no time could they explain what had happened or if I would be sent another.
It transpires that the Philippines call centre was forwarding my query to Hong to chase a UK courier. No one ever got back to me with a status update.
Very disappointed with Value Basket.
I was eventually refunded but first had to go to my credit card company to put the funds into dispute.”
Dear Grant,
First of all, we would like to extend our sincere apologies for the inconvenience caused by the delays and the outcome of the order.
Checking on the order's history in the system, it shows to have been dispatched from our warehouse on time. However, there may have been some miscommunication between the relevant team handling the dispatch and the courier, as the parcel was instead re-routed and sent back to our warehouse. Rest assured that we are investigating this matter, along with the courier company, to prevent any similar incidents in the future.
We appreciate your patience with us and kind understanding on the matter.
“I ordered an Apple Product and received on from Hong Kong - it does not have the correct plug and will not be covered by Apples Warranty. Buyer beware!”
Dear Charles,
Our apologies for the inconvenience you have experienced.
Please note that products on the website are sourced globally, thus, we provide a universal adaptor for use. Since most brands have varying warranty conditions for different products in various cities/territories, we offer an in-house warranty instead, covering the item for 36 months. You may refer to our conditions page on the website for further details or may contact us through the website's email function.
For any further queries, please do not hesitate to contact us right away.
“Still waiting for my Samsung Galaxy S5 2 weeks after placing the order. I had assurances it would arrive by today at the very latest, but still nothing!”
Dear Christopher,
We would like to express our sincere apologies for the inconvenience caused by the long wait for the order.
The item was dispatched from the warehouse on time, however, as it was shipped to the courier's delivery depot, shipment was put on hold by customs. Rest assured that our relevant teams and the shipping company are handling the matter. We have been recently advised that the shipment will be released very soon.
Once the parcel/order is ready for the delivery, the courier will contact you to confirm final delivery details.
We appreciate your patience and kind understanding on this unfortunate event.
