The Online-basket-company reviews

The Online-basket-company reviews

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Seven weeks for one basket

Seven weeks and over twenty emails to buy a single basket. I could have actually graduated from a basket weaving course in that time. I could probably have set up my own company and sold one to myself with less hassle. Nightmare.
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Part of the online homebrew / shopping company stable

I ordered from the online homebrew company on 18 December and by late February had received nothing. The only way I got my money back was by complaining to my bank. You have been warned.
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This is a terrible company

We would have given this company zero stares if it were an option.

In Feb/March 2010, we bought two whicker baskets from this online shop. Within a minute of opening them, our five-year-old daughter had cut her hand on one of them. Upon inspection, we realised the baskets weren't very well made. They had lots of sharp edges.

We emailed the "Online Basket Company" expressing our dissatisfaction. Rather than paraphrase what then happened, we are including all correspondance below for you to decide yourself what to make of their customer relations service and attitude.

What we will say is that we have been buying stuff online for over ten years and, while there are many good online companies out there who understand that if you sell things online, a proper and professional refund policy comes with the territory. On this subject, our own personal experience was that this company was the least helpful of all.

Email correspondance as follows:-

RESPONSE FROM THEM:-

Date: 5th March 2010

Dear [Customer]

This email is to confirm we have received the below item is are back to us here at The online shopping company

1 x OVAL MARKET BASKET SUPERIOR
1 x CHILD?S OVAL BUFF SHOPPER

After inspecting these products , we feel that these are not faulty.

We are sorry to hear that you are not happy with your product., we can therefore only refund back to the cost of the items.

Your refund for £23.94 is now being processed back to the card originally used for payment, please allow 10 working days for the funds to be credited back.

Kind regards
Returns Team


RESPONSE FROM US:-

Date: 7th March 2010

Dear Sir / Madam,

I did not say they were faulty. I said they were of poor quality. But that they had been advertised as being of high quality.

Return postage was £4.41. Your postage was £4.95. Please include an additional refund of £9.36.

Sincerely,

[Customer]


RESPONSE FROM THEM:-

Date: 8th March 2010

Good morning [Customer]

Thank you of your email.

With reference to your inquiry for the the refund of the return postage.

We do not refund the post and packing costs to customers, customers return products back here to us at there own cost.


Kind regards

The online shopping company


RESPONSE FROM US:-

Date: 8th March 2010

Dear Sir / Madam,

What you did was equivalent to saying you were selling a Ferrari when it was in fact a Honda. You inaccurately promoted a product on your website. As such, the fault is yours and you have an obligation to refund the cost of postage. Please do so at once.

Sincerely,

[Customer]


RESPONSE FROM THEM:-

Date: 9th March 2010

Good afternoon [Customer].

Thank you for your email.

We are sorry to hear that you feel the baskets you purchased were of poor quality, however we do not feel that we have promoted the baskets inaccurately on our website.

As explained in the previous email we do not refund the post and packing costs to customers, customers return products back here to us at there own cost.
Kind regards

The online shopping company


RESPONSE FROM US:-

Date: 9th March 2010

Dear Sir / Madam,

I am afraid this response is not acceptable to me.

It is not the case that I "feel" the products were of poor quality. They "are" of poor quality. And as such they "are" incorrectly advertised.

There are plenty of websites that subscribe to the notion that "the customer is always right" and they act accordingly. Do I take it you are not one of them?

Sincerely,

[Customer]


Because no response was received to this email, we sent the same email again on March 14th.

Date: 14th March 2010

Dear Sir / Madam,

I am afraid this response is not acceptable to me.

It is not the case that I "feel" the products were of poor quality. They "are" of poor quality. And as such they "are" incorrectly advertised.

There are plenty of websites that subscribe to the notion that "the customer is always right" and they act accordingly. Do I take it you are not one of them?

Sincerely,

[Customer]


RESPONSE FROM THEM:-

Date: 17 March 2010

Good morning [Customer]

Thank you for your email.

We are sorry to hear that you feel the baskets you purchased were of poor quality, however we do not feel that we have promoted the baskets inaccurately on our website.

Kind regards

The online shopping company


RESPONSE FROM US:-

Date: 17 March 2010

Dear Sir / Madam,

So you are saying you do not subscribe to the principle that "the customer is always right"?

What have you to say about that?

Sincerely,

[Customer]


Again, because they did not get back to us, we sent an abbreviated email on March 28th.

Date: 28th March 2010

Again, are you saying the principle that "the customer is always right" is something you do not care for?


RESPONSE FROM THEM:-

Date: 8th April 2010

Good afternoon [Customer]

Thank you for your email and sincere apologies for the delay in getting back to you.

We are sorry to hear that you feel the baskets you purchased were of poor quality, however we do not feel that the baskets are of poor quality and that we have promoted the baskets inaccurately on our website.

We have passed your refund onto our finance department to be processed.

We are unable to assist you any further on this matter.

Kind regards

The online Shopping company


RESPONSE FROM US:-

Date: 8th April 2010

Dear Sir / Madam,

In your email you say, "We have passed your refund onto our finance department to be processed."

Are you saying you finally agree to refund the postage costs? It isn't clear.

Sincerely,

[Customer]

We never heard back from them. We never got a refund for any postage (which was expensive because the items were so big).

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Companies like this always take the same approach. They say sorry but they don't mean it. They refuse to take responsibility. They don't listen. They patronise and all the while they think they're in the right and you're just being difficult. In short, they're arrogant. They want their cake and to eat it. They refuse to accept that if you run an online store there are certain moral obligations that come with it. They give Internet shopping a bad name. And they insult the customer's intelligence. As we said at the start, in over ten years of Internet shopping we have very VERY rarely come across this kind of behaviour. This is a TRULY bad company. We recommend you stay well clear of them.
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Discraceful Company to deal with - don't go anywhere near it

I would like to comment on the quality of the goods if only my basket were to arrive.
Never in all my years of online shopping have I received such appaling service. I ordered a basket and money was taken from my account on 19th July 2011.
To date (21/08/2011) I am still waitng for my goods. No apology, email update or single word from Online baskets since the end of July.
Having signed into this site I am now inundated by emails for another part of the company business home brewing which adds insult to injury.
Trying to cancel my order requires a letter sent by registerd post...
What kind of company is this!
Take warning prospective buyer that there is no chance to contact the company by telephone and any email sent recieves no reply or response should you receive poor service.
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A SCAM - Santander unfulfilled order claim resulted

As has been noted before, this company appears to be a fraud, collecting & presumably using, payments without fulfilling orders. Endless automated emails about order progress received but never a reply to a query.

In my case, I had to make a claim of non-delivery from Santander to obtain my money aback.
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Uncontactable and Disreputable

This company will take your money upfront and then as likely as not, email you to say the item is not in stock. Then they'll send you a few emails putting the delivery date back and back in the hope that you'll forget about it. At this point you will probably notice you cannot contact them except by email and the only way they will accept a cancellation is by writing to them!

In my case, I finally got my money back after about 6 months. After writing them a letter (!) and sending it registered post, and waiting 28 days, they sent an email saying they had refunded my money (which they shouldn't have taken in the first place as they never sent anything). However nothing appeared in my account. After another email message and another wait they said there had been an error refunding me and finally sent the money through. If this is your idea of customer service, by all means use this company. I will never use them again.
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do not trust them

totally useless, will keep your money and send nothing.

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