Paul Martin´s profile

Reviews (2)

Not great customer experience - must do better!

Looking for a very specific purchase (black cookoo watch) that wasn't available on my trusted Amazon, I did a Google shopping search for said item and ValueBasket came up trumps. Ordered the product from the website which all seemed fine and painless like I'd expect. However, tried to change the delivery address and couldn't so ordered it then called to as it be changed; this turned out to be a painful experience, and I ultimately gave up. Then having received no update on where my product was for a working week, I logged in to find the delivery status was ON HOLD, I called customer service and they told me the account was on hold due to the request to deliver to another address. I said that I had explained that, due to their ridiculous policy, I had confirmed I would accept delivery to home. Now I've wasted a week. Surely the request for delivery to people's work addresses is pretty normal? Sorry that I have to, like lots of normal people, work for a living, and can't justify staying in all day on the off chance I might have something to delivered to my house during the working day!

Come on, get your act together ValueBasket and get my gadget to me pronto!

Following the above, I'm now told I cannot have the product, except in a colour I don't want.

I've had enough! Let's see if cancelling my order is as difficult!

Elizabeth Lavenderand Simon Fox found this review useful

23 April 2013

Reply from

Hi Paul,

Thank you for your review,and we do sincerely apologise for the experiences with the change of address and subsequent issues in regards to the availability of the item in the chosen colour.

For any change of delivery, I understand that the process may seem troublesome however we do this in the best interest of our customers in order to prevent fraudulent requests, which admittedly does happen on occasion. Nonetheless, we will take the experiences described in this review and see if we can come up with a better solution. For future reference, address changes are allowed and can be done when using Paypal.

As for the cancellation request, this was completed within 2 days and funds should be back in your account already. If there's anything at all we can be of further assistance with, please do let us know.

Kind regards,

Angel Liu

HomeOutlet Online Limited

All but damaged goods was good

I sent an email to the customer service address and have only received a technology auto-reply. Interestingly, I received an email to fill in a survey before I received any communication from customer services to,deal,with my problem. I did wait a business day but heard,nothing, so maybe filling this in will encourage some contact as to how my faulty product will be replaced.

Paul Martin´s profile

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Paul Martin
Male, 1967
Portsmouth, United Kingdom