“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”
“Happy with the price I paid, but however I find the lengthy of time waiting was long. Also on receiving the package I found the it had looked like it had been opened even though the plastic postal bag was sealed the box containing the lens was opened. The sealing tape not stuck to box, no seal o the plastic bag around the lens, and the catch to close the box was a little tatty. Making think I had make a second hand purchase.
However the lens looked perfect and worked fine.
Good price
But long wait for shipment if you don't pay for quicker shipping.
Not sure if the product was new due to the state of the box
But item was well protected in bubble wrap”
“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
“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
“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.
“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
“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 don't know how large or small the company is but for a first time user of their services I was a little nervous when my camera seemed to be a long time coming. That was after I read other reviews stating everything had to be sent from China, which was a little worrying particularly as the website, by design, indicated everything was UK based.
I was also bothered when telephoning for an update, the phone service was either 'temporarily offline' or when I did speak to a human being he plainly wasn't of UK origins (no sleight intended) and I was then passed to another line that played music and nobody ever answered.
I did receive the occasional email update on delivery saying it was dispatched and with the carrier, but when I telephoned the carrier, they said "Oh you're not the first one this week to query deliveries from Value Basket and we haven't had the parcel from them yet so can't advise further". This set more alarm bells ringing.
However, the camera did finally arrive after about a week and a half from original order and all is well. It was very well packaged and works fine. My only wish is that their customer communication setup could be a lot better managed in order for the user experience to be much improved. I also think if their website made it clear that items have to come from abroad so there will be a longer wait, customers wouldn't feel quite so nervous at dealing with them.
I gave the site a 'Normal' rating because they did deliver eventually and the package contents were fine but I couldn't rate them higher because of the less than helpful customer service.”
“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
“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.
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.
“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.
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
“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
