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.
“Having made a mistake in double ordering (my fault) the team were quick in responding to cancel the extra order however it did take a week before confirmation of refund was forthcoming. Further it was not apparent to me that the product ordered was not in fact in the country and I became concerned that even when my order was rated priority, it was still considerably later than other items which I ordered afterwards from other companies.
It is most infuriating also to keep reading that your order is in transit when it was not even in the country and you are unaware of this fact - several days in transit. The product however is excellent. Delays are unavoidable at times but it is better that the customer is aware of them. Apart from that the rest of the service is fine.”
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
“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.
“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.
“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.
“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.
“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.
“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
“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.
Dear Stephen Nicholls,
We are sorry to hear that you have not received you parcel yet.
We'd like to confirm that your order was shipped out from our warehouse on 23-Dec and as per tracking details, it indicates "Handed over to partner carrier" as of 2-Jan. We advise you to allow few days for your local post office (Royal Mail) to process and deliver your parcel. Also, check for any delivery note/card with collection instructions. To kindly remind, our prices on our website are final with no hidden charges so in the event you are asked to pay any customs/import fee, we may reimburse with receipt of payment, if applicable
“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.
“Ordered an item on the 16th December and it has still not arrived on the 31st so I cannot write a helpful review other than to say my disappointed son is still waiting for his Xmas present. I cannot comment on the item as we have not seen it yet but delivery is poor and the DHL tracking information is scant and difficult to understand with regard to when we can expect delivery.”
Dear Jillian Winnard,
We are sorry for ay delay and inconvenience caused.
We'd like to confirm that your parcel has been delivered successfully as of 2-Jan as per tracking details http://webtrack.dhlglobalmail.com/?trackingnumber=rx946418265de. For any other queries, contact us again
