“I ordered a video camera and an SD card from Value Basket early in the morning of Mon 6th. June 2016. The money was taken from my account but no confirmation of order received. Emailed Value Basket and received apology email and was told it is about to be despatched and should arrive by 11th. June at the latest. On 11th. June no camera and no tracking number so I emailed them again. Another reply giving another apology and a tracking number for a company called Chronopost. Tracking number for Chronopost virtually useless as it was rarely updated. Parcel finally arrived at 11.59 a.m. Wednesday 15th. June. All that being said the items were as ordered and in good condition as far as I can tell. This is not good if you have to take time off work to receive the package.”
Dear Paul Connaghan,
I am sorry to read that our services were not as expected.
With regards to your order, it was approved in our system on 6-Jun and shipped out from our warehouse on 8-Jun. The shipping (2-5) and delivery (5-8) timeframes are in working days and considered on-track. As per tracking details, your parcel was delivered successfully as of 15-Jun
We'd like to clarify that order confirmation emails are system generated and it may be that this email was re-directed to your junk/spam folder. Nonetheless, we apologize for any inconvenience experienced.
If you have other concerns, please contact us through our support system so we can further assist
“I chose value basket for the price and the delivery date that was offered. The date was crucial as I needed the kit for some film work abroad. The problem is I received notification it has arrived at my house today but I've been in Brazil for 4 days and I live in the UK.!!! Don't give an ETA and then deliver many days later.”
Dear David Wright,
I am sorry that our services were not as expected. Your order was approved in our system on 11-April and shipped out from our warehouse on 13-April. The shipping (2-5) and delivery (5-8) timeframes are in working days and considered on-track. As per tracking details, parcel was delivered as of 19-April. One of our agents will contact you to provide assistance soon
“I have not yet received this item, despite having ordered it ten days ago. On the website it states that delivery will take place far faster than this. Not a good service.”
Dear Roger Ellory,
I am sorry to read that our services were not as per your expectations.
With regards to your order, it was approved in our system on 3-April and shipped out from our warehouse on 6-April. The shipping (2-5) and delivery (5-8) timeframes are in working days and still considered on-track. Please allow delivery in the coming days and/or check for any delivery note/card with pick-up instructions.
“I ordered a camera lens. Delivery was within the stated time, but the security seals on the box had been removed and the box was certainly not new, so I do not know if this is a new item. Also there was no card in the box for me to register the lens with Nikon. I raised these matters through their website but have received no response. Not worth telephoning as the calls are not answered.”
Dear David Silcox,
I am sorry to read that our services were not as expected.
To clarify, we are an independent online retailer selling in the global market. Our products are sourced globally in order to offer competitive prices to our customers while also ensuring that they are genuine and brand new. Kindly note that our relevant team may conduct routine checks to ensure the correct accessories and cords were supplied.
With regards to warranty, it is covered by us as per manufacturer faults. Any issues encountered, you shall contact us and we will provide repair services with the respective supplier and/or service center. For any other concerns, please contact us again
“I bought 2nd camera on Friday late afternoon from them, unfortunately I did not receive my purchase confirmation.
I had to wait more than two to three hours I then rang them to find out what is the problems and my payments has been taken with no confirmation. First of all this guy I spoke to did not know and then I got worried, so I told him in that case I better inform my credit card company to cancel the order. He then found the order and gave me the order number and told me I will get the confirmation on Monday. Well I still did not get the confirmation on Monday. I had to call them three times before they have finally send me an email to confirm my order. This the reason I am giving them "Poor Star". As far as the product price and the delivery concerned they are good. They need to improve communication better.”
Dear Ejaz Faruqi,
I am sorry to read that our services were not as expected.
To clarify, any order entering our system may be pending until further approval. Once order has been approved, an email confirmation will be sent then. We kindly advise you to also check your junk/spam folder in the event emails has been blocked and redirected there.
With regard to your order, it was approved in our system on 22-Feb and shipped out of our warehouse on 23-Feb. The shipping (2-5) and delivery (5-8) timeframes are in working days and considered on-track. As per tracking detail, parcel was successfully delivered and signed for as of 26-Feb.
Please accept our apologies for any frustration and/or anxiety experienced. If you have any other queries, contact us again via email.
“Phone received but seal on box was broken, phone lines have a fault message, direct email message via website not working - Still awaiting a response to our request to return phone for a FOC replacement. Not happy.”
Dear Laura Pickering,
I am sorry to read about the misunderstanding about the broken seal. To clarify, all our products are genuine and brand new, unless otherwise specified as "refurbished." Our relevant team may conduct routine checks to ensure the correct accessories, cords, etc. are supplied and for quality assurance purposes. Please do let us know if you have any other concerns.
“Delivery took 1 and a half weeks even though I was told I had priority processing. No one could tell me where my parcel was for a whole week which is appalling considering I spent so much money. Service was again very poor, it took days to get a reply to my emails querying my order and the information provide wasn't helpful at all.”
Dear Georgia Nightingale,
I am sorry to read that our services were not as per your expectations.
With regards to your order, it was approved in our system on 15-Feb and shipped out from our warehouse on 16-Feb. As per tracking details, your parcel was delivered and signed for as of 22-Feb. Kindly note that the shipping (2-5days) and delivery (5-8days) timeframes are in working days and still considered on-time. Your concerns have been noted in order to better our service quality to our customers
For any other queries, please contact us again
Dear Mizanur Rahman,
I am sorry to read that our services were not as per your expectations. To confirm, you order was received and approved in our system on 4-feb, and shipped out from our warehouse on 5-Feb. Kindly note that the shipping and delivery timeframes were 2-4days and 5-8days respectively and still considered on-track. Your concerns have been forwarded to our relevant team for review and better improve our services to our customers.
Dear Ziqing Liang,
I am sorry to read about the issues with the delivery of your parcel. We understand that you have confirmed parcel has been delivered successfully by the courier. For any other concerns, do not hesitate to contact us again
“Bought a camera. Took too long to arrive. When it did come it came with 3 manuals in every single eastern European language you can imagine but not English. All the cables were a confusing mix for different countries and required deciphering of a useless diagram as to how to fit the 3 different plugs and cables together for a UK socket but it was impossible the way the diagram suggested as their combination meant that 3 prongs were plugged into another adapter which left no prongs on either side to plug into socket. When I phoned to complain I was put through to a call centre in the phillipines where the assistant could barely speak English or understand my problem. Basically she gave me an email address to complain to. Useless!! Won't use value basket again.”
Dear Julie Springall,
We are sorry to read that our services were not as per your expectations.
With regards to your order, it was approved on 25-Jan, shipped on 27-Jan and delivered & signed for on 1-Feb as indicated in our system and the tracking details. The shipping and delivery timeframes were 2-5days and 5-8days respectively, and still considered on-track. Kindly note that they are in working days and not calendar days.
We'd like to clarify that we source our products globally in order to offer competitive prices to our customers, and it may be that the box content is slightly different for each country. Rest assured that product's specs are compatible to those markets they are sold in, while an universal adapter may be included in the parcel, if applicable. An agent shall provide assistance soon
“Paid for item on Monday, was informed of tracking number on Thursday. Item never moved until I sent an email to ValueBasket.com stating item had not moved on the following Monday then miraculously the item moved and was finally delivered 8 days after I paid for the item with no explanation.”
Dear LINDA URLU,
We are sorry to hear our services were not as per your expectations.
We'd like to confirm that the two tracking numbers and details provided, show movements of parcel from our warehouse to the courier's transit depot and then to the delivery depot near you. Parcel was successfully delivered as of 12-Jan-16.
Kindly note that the shipping and delivery timeframes of your order were 2-5days and 5-8days respectively, and still considered on-time. You may further refer to https://www.hermesworld.com/en/our-services/distribution/uk-distribution/parcel-tracking/?trackingNo=3805773917955685 and https://www.fedex.com/apps/fedextrack/?tracknumbers=655103777851&language=en&cntry_code=hk to verify the tracking information. If there was any confusion in any way, please accept our apologies.
“Lack of communication & realising my order will not be delivered within my deadline. I however ordered these items within ur recommended time and now I can't even get a replacement.”
Dear Lisa Lander,
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 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.
“Delivery is beyond slow and it's very difficult to get a refund or contact them, they take their time replying, but do offer cheaper products which is why I bought it”
Dear Jonathan Davies,
We'd like to confirm that your order was placed on 16-Dec and shipped out on 17-Dec. Parcel was successfully delivered as of 23-Dec as per tracking details. Kindly note that opening and sending multiple tickets and emails may delay our response time as our system may block them as spams
“Very bad service and costumers support. I cancel my order 2h after and they send it anyway and know they want to charge me cost of the return like a fine because I don't have a valid reason to the return. Anyway on the site say that they delivery between 3 a 5 days work and I just received 12 days after. I think just that is a reason enough to the return. Very disappointed”
Dear Alexandra Lemos,
We are sorry to hear about the lacking services received
We'd like to clarify that order was already packed and ready for dispatch when cancellation request came in on 17-Dec. We attempted to cancel dispatch without success and it got shipped out. Kindly note that generally, restocking fee may apply when order cancellation was not requested before order was packed and/or shipped. You may refer to our t&c for further details. An agent will contact you to provide further assistance soon.
Dear Stewart Clark,
We'd like to confirm that order was delivered and signed for as of 16-Dec as per tracking details. The shipping (2-5days) and delivery (5-8days) were considered on-track, but we apologize they didn't meet your expectations.
With regards to postage fee, you may refer to our t&c: "Although we endeavor to provide free shipping to all regions, a nominal delivery charge may apply to regions that are more difficult to reach and/or considered remote by couriers. All regions that are subject to a nominal fee for delivery, shall be added and shown on your checkout details"
“Been offered to feedback even though the item still hasn't arrived. So much for the premature email of 'good news' for an early than usual despatch of my goods.
Next time ensure the items have arrived before requesting feedback”
Dear Matt Gordon,
We apologize for any inconvenience caused. We understand you have informed of non-receipt of parcel and confirmed some details in the delivery address via email. We'd like to clarify that the delivery address on parcel's label is the same as you provided when placing the order. Our relevant team is checking with the courier regarding the whereabouts of your parcel and an agent will contact you soon with updates.
Dear Paul Heyes, 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. For additional queries, contact us again
“I have been waiting for an order for 12 days now and although I have tried to get a delivery date from someone (both by email and phone) I still do not know where my £5000 order is or when it will arrive. I cannot comment on the product but I will not use this company again if this is the way they treat people, I feel as if I'm being ignored.”
Dear Eric Nye,
We are very sorry to hear that your order has not been received yet. Our relevant team is investigating with the courier regarding the whereabouts of your parcel. We understand the wait is not easy or ideal, but we require courier’s confirmation in order to offer the appropriate resolution. An agent will contact you once updates are available
“Very poor communication no comfirmation email of order. Had to ring 3 times to get through to customer service to ask about order and delivery. Person I spoke too had very poor understanding of English had to spell out my email address twice. Still no sales invoice for proof of purchase. Suddenly got an email and txt after I had phoned them. Good prices on goods. Probably will not order from them again. Will not recommend to others.”
Dear David Purchase,
Our apologies for the lacking services received.
We'd like you to understand that high volume of order, calls and emails have impacted our response time, and even caused some technical difficulties.
We sincerely value our customer's opinions and concerns and will look into improving our services as well as those of our affiliates. Our relevant team will check with the courier regarding your parcel status and an agent will further update you soon.
“Website isn't the most update, slow progress and little communication on where the order was. Sent incorrect parcel tracking and was sent an email to say my parcel had been delivered but it hadn't until a couple of days later for which the item was just left out in the rain.”
Dear Steven Baker,
We are sorry to hear about the confusion in the tracking details. We'd reassure you that we value our customer's opinions and concerns, and will revise our services as well as those of our affiliates to prevent this from happening. We advise you to check if item is well received and to contact us for any issues accordingly.
