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Very poor service - won't be using them again

I contacted Valuebasket (NZ) by email on 6 Feb 2013 about a camera lens and was told it was in stock. I ordered it on 8 Feb 2013 and paid by credit card - the payment was deducted pretty much immediately.

Here I am on 21 Feb 2013 and no lens, not yet despatched, no idea when it will be despatched or delivered. Very poor service. They have my money, I have nothing.

I have contacted them by email several times now, asking for a despatch date or a refund - and while they have always responded promptly, and courteously with apologies and excuses, they have been unable to tell me when my order will be fulfilled, despatched or delivered, and have ignored my request for a refund.

The latest email tells me my order has been escalated to priority status, whatever that means - it doesn't seem to have speeded anything up. They tell me "Under the present conditions, we anticipate dispatch to take place sometime next week ..." and have offered me a free gift and expedited shipping, which is nice, but not useful if they can't actually despatch the order.

Because I can't get this lens anywhere else in NZ at a reasonable price, I guess I'll have to wait until next week and hope they will actually send it - from other reviews I'm hopeful that they are genuine, are truly having order fulfilment problems and have not simply ripped me off.

But I would caution anyone else thinking of using Valuebasket - they really need to get their act together in setting and meeting customer expectations. Promising despatch in 3-5 working days and delivery in 7-10 when, in reality, they can't even fulfil an in-stock order for nearly 3 weeks is really misleading.

I've bought from other similar global-shipping companies in Hong Kong before, and they've delivered in just a few days - these guys are absolutely shocking by comparison. Caveat emptor - a very unrewarding experience.

Simon Fox found this review useful

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Jon Frere
Wellington, United Kingdom