“Horrible company, they take your money but the email for returns didn’t work. Not a real email address. The product I ordered was so small it would be for a doll house not a real house. I’m out 80.00 and no way to contact them. Such a scam”
“This was quite literally the worst ever experience I have ever had when buying a product online and by far the worst customer service I have experienced anywhere at all. I saved up for months to buy a camera only to find when it arrived that there was a scratch on the inside of the lens. No problem , I thought, I bought an extra warranty with the product and besides there was a money back guarantee with product. I wrote to Value Basket to explain this and here is where my woes really started. The person on the other end of the email asked me to take photos of the camera first (the irony was not lost on me) so I did and sent them off. Several days later I got an email saying that there weren’t enough angles in my pictures so I sent more pictures. I won’t bore you with the details but nobody at this company seems to talk to each and they kept asking me to take pictures that I had already sent them and when I tried to tell this they just kept sending me the same emails asking for more angles etc. Very early on in the exchange I told them that I didn’t keep the box that the camera came in. After a MONTH of email exchanges I was told that because I no longer had the box it came in that they would charge me £70 for this. YES SEVENTY!!! Which is obviously insane and so now I am stuck with a camera I spent £300 pounds on which is faulty. Avoid these bunch of cowboy at all costs.”
Hi Scott Hunter,
I'll like to clarify that in any return, we require the complete set to be returned for repair or replacement by supplier. Kindly note that we were waiting for complete photos of all items received and to be returned, which caused further delay in resolving this case. Your understanding and cooperation is required and appreciated so we can proceed further
“Incredibly poor service while trying to get a refund of a faulty product. I have completely lost faith that it will be resolved by the Value Basket team and am already looking at legal action”
Dear Trisala Morris,
I am sorry to read about the issues experienced. I have referred your case for our relevant team to check and follow up. An agent shall provide updates soon.
Kindly note that any open dispute may delay resolution as we are unable to process refund while investigation is on-going
“My experience with valuebasket was This was the worst shopping experience I've ever had! I ordered a samsung galaxy 4 mini for my husbands for xmas. The phone never worked, it kept jumping of the network. I emailed them 14 times and phoned several times, I was told the same rubbish time after time. I involved trading standards, they also didn't get much satisfaction. Valuebasket eventually emailed me with complicated instructions on how to return the phone to Hong Kong, however, by this time I had read the reviews and decided not to take the chance returning it. I didn't have any faith in them and didn't want the stress again! I took the phone to be repaired, however it was unrepairable. I also had to buy another phone. I wish I had read the reviews before getting involved with them. It was an expensive lesson! PLEASE DO NOT BUY FROM THIS COMPANY!!!”
Dear Robert O'brien,
I am sorry to read about the issues you have experienced. To clarify, any faults reported within 30 days of receiving the parcel may be returned for refund or replacement. After checking, I can see that an agent has sent an email with return instructions but we have yet to receive confirmation of collection details from you. Kindly note that in order for us to offer resolution, we require the full set returned for assessment, repair and/or replacement by supplier.
“I have trusted valuebasket when I have asked them if I would receive my camera before 23th February when I have a important photography project in Athens so I need the camera with me. They ensure me that I would receive me item on 18th, 19th maximum and I received a email from them which showed that they gave a priority to my delivery. I was calm and happy with that However it is 20th and I haven't received the item so I try to call them and they don't have open line on Saturday. Then I contact DPD UK and my surprise was when they informed me that they didn't received my item so they can't deliver that! Valuebasket lied to me. There were 10 websites with the same price and I have trust Valuebasket and I have lost money and time. I have been contacting them and they simply don't care. Today is 4 March I haven't received my item yet. It is unbelievable! I have been calling all these weeks and I have received the same answer. They say "Let us few more days, you will receive your item someday next week" But today I have asken them for cancel my item and get my money back and they said that they won't give me any refund until they get the camera back. So if the camera stay in custom for two months you won't get your money back until they solve their incompetency. So you have to wait in any case. No chance. Horrible experience!”
Dear Miguel Lopez Romero, We are sorry about the inconvenience caused due to the delay in the delivery of your order. We can confirm that your order was shipped out from our warehouse on 17-Feb. Unfortunately, it was part of a shipment held at customs due to routine checks. Currently, we are unable to provide an estimated release date as it is not under our control. Kindly note that as previously informed, we do not offer any express delivery at this time but do apologize for the unexpected delay caused by customs clearance. One of our agents will provide further updates and/or assistance soon
Dear Laura HARVEY,
I am sorry to read that you have yet to receive your order.
You order was received in our system on 19-feb and shipped out from our warehouse on 23-Feb. The shipping (2-5) and delivery (5-8) timeframes are in working days and still considered on-track.
Kindly note that your parcel has arrived at your local postal office (Royal Mail) on 29-Feb as per tracking details and delivery shall be made soon, if not already so. We also advise you to check for any delivery note/card with collection instructions. For any other concerns, contact us again.
Dear Phillip Trevorrow,
We apologize for the delay and inconvenience experienced.
We can confirm that your order was shipped out from our warehouse on 17-Feb. Unfortunately it is part of a shipment held at customs due to routine checks. Currently, we are unable to provide an estimated date of when your parcel may be released from customs as it is out of our control at this moment. One of our agents will provide further update and/or assistance soon
“Very poor communication. They wanted first a utility bill as proof of idendity, and then asked me for a bank statement (which, for obvious reasons I did not send them). Order first never showed up on 'my accounts' page, and after that, they said I would receive priority dispatch. Yeah, right!! Guess what, nothing has happened, since.
Never again! Stay away from these crooks.”
Dear Tammy Waldmann,
We are sorry to read that our services were not as per your expectations.
We'd like to clarify that any new order added into our system may be flagged for further verification in the event some details inputted do not match. Thus, additional information may be requested. We understand your concerns about providing bank statement but any sensitive information (e.g. account number) may be covered if needed. Kindly note that this verification procedure is to prevent potential fraudulent activities as well as to ensure orders are delivered safely for the benefit of both parties.
Also, we can confirm that your order has been successfully delivered and signed for as of 23-Feb as indicated in your tracking details. The shipping (2-5) and delivery (5-8) timeframes are in working days and still considered on-time.
For any other concerns, please do not hesitate to contact us again
“I have purchased a Go Pro camera to use on an upcoming holiday of a lifetime. I've given myself some time so I can practice using the camera. The delivery has still not arrived and I am still awaiting the product. When I called the helpline the advisor checked my order number and advised it was being held and there was an unforeseen delay. When asking when I would receive the product they were unable to tell me. When speaking with the advisor it was as if they were reading from a script so I assume this is a common problem (delayed orders) for value basket. It did not Instill me with trust.
I need to receive this product soon or I will not be able to use it for the reason of purchase.
I sincerely hope the product arrives soon or will have to request a refund and go with another more reputable company.”
Dear Parisha JOSHI,
We apologize for the delay and inconvenience experienced.
We can confirm that your order was shipped out from our warehouse on 17-Feb. Unfortunately it is part of a shipment held at customs due to routine checks. As previously informed, we are unable to provide an estimated date of when your parcel may be released from customs as it is out of our control at this moment. One of our agents will provide further update and/or assistance soon
“I cannot believe that you've asked me to write a review when I've had to put in a complaint BECAUSE I HAVE STILL NOT RECEIVED MY ORDER. I suggest you focus on that!!!!@@ I am now going to cancel my order and expect a refund immediately.”
Dear Susan Hunter,
We are sorry to read about the misunderstanding and would like to clarify that review emails are sent automatically once the courier updates parcel as delivered. We sincerely apologize for the error and hope you understand that was not our intention.
As per your tracking details, its indicates "Your estimated delivery date is Friday 26 February 2016." Kindly note that the shipping (2-5) and delivery (5-8) timeframes are in working days and still considered on-track
One of our agent will send a follow up email soon
“I ordered the item on 21/01/16, as a present for my daughter's birthday on 08/02/16.
I tracked the item from Birmingham to Sheffield and received a text from the courier (DPD) on the morning of 01/02/16 stating that my parcel would be delivered on that day between 16.06 & 17.06- the parcel never arrived.
Tomorrow it will be 11 days since my order and only a week before my daughter's birthday- I am left frustrated and wondering if I will receive the item before her birthday or will I have to disappoint her? I feel very let down!”
Dear Ian Hauton,
We are sorry to read that our services were not as per your expectations. We'd like to confirm that your order was received in our system on 21-Jan and shipped out from our warehouse on 25-Jan. The shipping and delivery timeframes were 2-5 days and 5-8days respectively, and still considered on-track. Kindly note that these timeframes are in working days and not calendar days. Please allow the courier to deliver the parcel in the coming days if not already the case. In the meantime, your concerns have been referred to our relevant team and they will chase the courier for updates.
Dear RAGBIR LOHIA,
I am very sorry to hear about the lacking services experienced.
To confirm, you order was shipped out from our warehouse on 7-Jan and delivered as of 12-Jan as per tracking details. We understand you have informed of non-receipt of parcel and your case was forwarded to our relevant team for follow up. Kindly note that the courier is conducting conduct an internal investigation and a claim has been filed as well. One of our agents will further inform you once we received confirmation by courier which is required in order to provide the appropriate resolution. In the meantime, your utmost understanding and patience is greatly appreciated.
“I accidentally entered the wrong postcode on my item, totally my own fault! I have now spent the last 7 days calling and emailing this company daily to try and get it rectified, needless to say nobody has bothered to do anything, so my camera is goodness knows where (naturally, they've taken the payment for it though!). I just get stock responses that don't address my questions or problem, really really frustrating.”
Dear Natalie Cox,
We are sorry to hear about the trouble and distress experienced
We'd like to confirm that our relevant team has instructed the courier to amend the delivery postcode as you have informed it was incorrect. After chasing the courier multiple times for updates, they informed us that parcel had to be re-directed and may have been lost in-transit. Kindly note that a claim has been filed and the courier will conduct an internal investigation regarding the whereabouts of your parcel. An agent will further inform you as soon as we receive confirmation from courier. We really appreciate you patience and understanding thus far.
Dear Mohammed Khalid Bhaimed,
I am very sorry to hear that you received the wrong item. One of our agents will provide assistance soon, if not already the case.
“For the love of god avoid this site. It's hidden away that the site is actually based in Hong Kong, The shipping takes forever (i'm talking 3 weeks + since order).
The product I ordered was £5 cheaper from here hence the order.
Trust me when I say, Pay the extra £5. Avoid this terrible site.”
Dear Michael Dowling,
We are sorry to hear our services were not as per your expectations.
With regards to order, it was shipped out from our warehouse on 6-Jan with tracking details http://webtrack.dhlglobalmail.com/?trackingnumber=rx946490866de Order’s shipping and delivery timeframes are 2-5days and 5-8days respectively, and still considered on track. Kindly note that they are in working days and not calendar days.
To clarify, we are a Hong Kong based company selling in the global market. Our website is customized to meet the needs of respective markets (e.g. currency, language, hotlines, etc.) and it is unfortunate that you seem to have the wrong impression of our company. Please allow few working days for parcel to be handed over to your local post office (Royal Mail) for delivery
“I have not received my order and I have been requested to write a review. My order was due to arrive today and the tracking number provided does not provide any significant information.”
Dear Samira Pecce,
We'd like to confirm that you order was shipped out from our warehouse on 6-Jan and understand the tracking details still indicates "order generated" as of 5-Dec. After checking, our relevant team has informed us that your parcel was part of a shipment held at UK customs for routine checks. Kindly note that courier updates tracking details once parcel has arrived at their transit depot. An agent will follow up your case and provide updates once available. Your utmost understanding and patience is greatly appreciated.
“Ordered product , was told be sent by courier. Now two weeks later no sign of goods. Tracking number showed no information on Hermes tracking and numerous emails to both Hermes and Value Basket have not resolved. Now have no idea where goods are and very disappointed in service.”
Dear Robert Steven,
I can confirm that you order was shipped out from our warehouse on 6-Jan and understand the tracking details still indicates "order generated" as of 5-Dec. After checking, our relevant team has informed us that your parcel was part of a shipment currently held at UK customs for routine checks. Kindly note that courier updates tracking details once parcel has arrived at their transit depot. An agent will follow up your case and provide updates once available. Your utmost understanding and patience is greatly appreciated.
“I contacted you initially because I was concerned about the delivery status not being updated accordingly so I would be at home to receive my item. As you may be able to see on the courier’s site, it was received by ‘neighbour’ the courier did not leave a note and I don’t know which neighbour. I DID NOT authorise for anybody else except myself to sign the delivery. I spent unnecessary stressful time knocking on businesses' doors about the parcel. After so much time waste I found the item.
Lack of attention from your telephone advisors, appalling attitude and understanding of the English language.”
Dear Ana Mcguinness,
I am very sorry about the lacking delivery services received. I have raised your concerns and/complaint for our relevant team to revise the delivery services by courier. Please do not hesitate to contact us for additional assistance.
“Ordered a laptop that never arrived. They accept it was a fault of their delivery company but won't pay a refund to me until they get the laptop or the money back from the delivery company. Absolutely awful company, please avoid like the plague.”
Dear Peter Allen,
I am very sorry to hear that your parcel has not arrived yet.
After checking, our relevant team has informed that courier may have lost your parcel while in-transit. Kindly note that we have already filed a claim with courier while they investigate internally but we require courier's confirmation in order to provide the appropriate resolution. An agent will further provide updates once available.
“I ordered a camera for my daughter a week before Christmas! A very competitive price, I might add. I emailed them immediately asking if the product would come before Xmas, they quoted they have made it a priority and would send it out!! It is now news years eve and after countless emails, which they have responded to they are now saying 7-14 days! The product tracking stated Hong Kong, there was no clarity in knowing this before hand. Had I have know I would have never ordered. So my daughter is awaiting her gift and has still not received it! I feel very disappointed. If you are ordering from this company! Find out exactly where it is coming from. I am still awaiting a response from yesterday email. I have no idea where my order is. In fact I want a refund now.”
Dear Valentina CHRISTOPHI,
With regards to your order, it has been handed over to your local post office (Royal Mail) as of 29-Dec and they may take extra few days to process and deliver parcel. As per tracking details, it indicates attempted delivery on 2-Jan-15 http://webtrack.dhlglobalmail.com/?trackingnumber=rx946418416de. We advise you to check for any delivery note/card with collection instructions.
Also, we'd like to remind you that prices on our website are final with no hidden charges. In the event customer is asked to pay any customs/import fee, we may reimburse with receipt of payment, if applicable.
An agent will contact you to provide further assistance and resolution accordingly.
