Homebase Reviews

Name: Homebase
Rating: 1.89

1.9 Rating 945 Reviews

21 %

of reviewers recommend Homebase

Company Reviews

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Metrics

1.9

Based on 945 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 13%
Accurate And Undamaged Orders	Greater than 58%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Phone:

ph:+44-34-50778888

Email:

order.enquiries@homebase.co.uk

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We ordered a product worth £250 on 8th April, it has never been delivered and now we cannot get a refund, its really theft dressed up as another name. We now cannot successfully contact them, we have had promises of resolution to our issue within 48 hours but of course it never happens. Just steer clear.”

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Posted 4 years ago

“It is a good company , but you are never sure whether what is required will be in store.”

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Posted 4 years ago

“Absolutely disgusted with Homebase on all aspects pity you can’t give a no star review because it’s definitely more apt than one. Not a massive order but still waiting on (one item out of 5) 3 months after order was placed. Email after email of poor apologies and it’s on it’s way be with you in 7 days yet still no item has arrived. Everyone has expected a delay in service due to the Covid situation but this is totally unacceptable from such a big company.”

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Posted 4 years ago

“Appalling customer service. I placed an order with homebase and heard nothing after two weeks. I chased this and was advised by the delivery company that they were sat damaged in the warehouse.Table and chairs later arrived in their damaged form. After mu3cu chasing a replacement was sent out - only half the order arrived and yet again was damaged. Eventually after much chasing and sitting on hold for hours I asked for another replacement table to arrive. When this arrived I explained how upset I was by the terrible customer sevice and asked for compensation for the damaged goods rather than sending them back. I was promised compensation and a call from a manager with 48 hours. This never happened. After a few back and forth emails with a member of the customer sevice team they have now decided to ignore my emails entirely. Truly dreadful company and still an unresolved issue weeks later.”

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Posted 4 years ago

“THE PITS! Do yourself a favour - buy somewhere else. To be able to leave a review I've given one star, but none deserved! I took delivery of a Hacienda Outdoor Patio Heater on Friday 15 May. It worked for one minute and then fizzled out. I used the customer contact form the same evening and emailed them about the problem. An automatic reply said they'd get back to me but there would be delays due to the Coronavirus outbreak. I accepted this but when over two weeks passed without any response I followed with phone calls to two numbers on the Homebase website. One number was unobtainable and the other had a message saying that their mailbox was full. Things went downhill from there. I have had one of my emails acknowledged and was asked what day would be suitable for the faulty goods to be collected. I told them that any day would suit and heard no more. Another email was met with an apologetic response that said that Homebase was "reaching out to me". I don't know what that means but it certainly doesn't mean that they were going to do anything for me as I heard no more. Yet another email from me received a response saying that they were contacting the manufacturer to get him to arrange for the collection of the goods. I pointed out that my contract was with Homebase and not Hacienda. (In any event I haven't heard from Hacienda either!) Finally I got through on the telephone to Customer Service and was promised by Mangesh on 30 June that my case would be escalated and I would hear back from the "escalation team" within 48 hours. I'm still waiting! On 6 July I phoned yet again and, after the usual half hour wait, I got through and spoke with Pratik who told me that he couldn't do any more as my case had already been escalated. He did speak to someone and promised me that I would definitely hear back within 48 hours. That 48 hours is now up and I've heard nothing. I will persevere and publicise how bad Homebase is in as many places as possible and I won't miss.”

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Posted 4 years ago

“If I could give zero stars, or indeed negative one star, I would. Ordered a table and two chairs in mid May. Chairs arrived late May. As at 6 July, still no table - nor have Homebase kept a single one of the many promises made about calling back with updates, arranging delivery for specific dates etc. During my last call (of about 8) to their Customer "Services", I was chastised for being displeased by service by a representative who blamed the issues on the Covid 19 pandemic - why that prevents Homebase keeping promises to call back with updates is evidently less clear to me than it was to the company representative. Really poor service, not a single promise kept to date, will never use them again. Order at your peril! Wish I had read the reviews before I placed an order...”

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Posted 4 years ago

“Ordered a Lawnmower online a week ago. It said delivery within three days. Rang them on Wednesday and was assured it would be here by 8pm Thursday. It is Friday rang again and got told it will be here within 48 hours (discounting the weekend). The service is abysmal. They blame the couriers yet I have received items ordered after last Friday on eBay and amazon from Europe. This item is coming from England. Then they blame us living in a remote area, Aberdeen City. How come Sainsburys food shops are getting food in?”

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Posted 4 years ago

“items arrived damage, I've raised it to homebase 5 times and they never respond, a month after my delivery I still have the damaged items sitting in my garage with no response from homebase”

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Posted 4 years ago

“Went to Homebase Dunfermline this morning at 10.15am Sunday 28th June to pick up Andora Patio set , very impressed by the set up and the assistance of the female manager/assistant. I feel some of the larger outlets should observe there Covid19 measures, no customer was allowed to enter the store without sanitising the trolley and there hands. In my opinion and many thousands a big thank you to Homebase.”

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Posted 4 years ago

“Trustpilot reviews Categories My Reviews My Settings Help LOG OUT Alternate Text Alisia Clewlow GB For companies profile image of Alisia Clewlow Alisia Clewlow United Kingdom 4 Reviews 746 Reads 2 Useful Click “Yes, update me” to receive emails from Trustpilot about your reviews, inspiration, tips about businesses and products, information about Trustpilot, and new features. You can opt out at any time. Review of Homebase Alisia Clewlow Alisia Clewlow 4 reviews 1 star: Bad Just now Absolutly livid with this company. Absolutly livid with this company. I ordered a gazebo that arrived broken in april, due to covid 19 and it being a delivery I couldnt sort this out in the shop or over the phone. I was given no receipt or order number so therefore couldn't do it online either. I have sent over 10 emails and started a case online to which I had to wait 4 weeks to progress with when progressed it then said that's as far as I could go so absolutly useless. Now I am having to take it to small claims court as I have a broken gazebo that cost me £150 and out of principle want my money back. They have been absolutely appalling when it comes to communication.”

Homebase 1 star review on 28th June 2020

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Posted 4 years ago

“Bought 5 solar lights in Homebase last weekend. 4 out of 5 are dead. Very disappointed as I buy solar lights for my garden every year from different suppliers and they slways work”

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Posted 4 years ago

“Ordered online. Received a message at 4 June to say goods would be delivered that day - the delivery was incomplete, which the driver put down to Homebase being "a nightmare" *(thanks for your honesty. DX delivery driver!). Emailed that day - no point, the only reply you ever get either comes from a bot or a human that speaks exactly like a bit and provides about the same amount of information. I followed up by phone - spoke to a very nice lady who placed a fresh order for a replacement for the missing item. I was told it would arrive in a week. Just over a week later, I received a text to say that the item was with DX for delivery and that I would be contacted on the delivery day to give a two hour window. As of today, twelve days later, I have still not received the missing item, and I do not have a DX delivery reference (their text only gave the Homebase reference) to take this up with DX< but Homebase are again ignoring emails. Their customer service is appalling. I will never order from them again, but won't let this go until the item is delivered.”

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Posted 4 years ago

“Good BBQs available at sensible prices. Very helpful staff”

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Posted 4 years ago

“Ordered a new kitchen in November, it is now June! We still do not have a full kitchen as every single attempted delivery has been damaged (All six of them). The kitchen was wrongly designed by Homebase, when I pointed this out to them they accused us of being wrong then realised their mistake and tried to charge us to get a redesigned kitchen we would be happy with. Rather than paying them anymore money we accepted a new kitchen design we were really unhappy with but as half of kitchen was already installed we thought this was the best out of the bad options we had as we were about to get locked down with no kitchen facilities. At the time we didn’t realise the hell we would be left with as we had no sink or kitchen storage as the corona crisis started, so we were forced to clean kitchen utensils in the bathroom and couldn’t bulk buy in a time when grocery shopping was near on impossible. Added to that they will only deliver during business hours so the wages we have lost add up to more than the kitchen cost. We are now left trying to get compensation and our remaining items, their escalations department is not accepting emails, the store manager at Penge store is incompetent and CEO’s response email promises results each time but you get nowhere.”

Helpful Report

Posted 4 years ago

“Homebase: Unhelpful to key worker, Scotland I am finding it impossible to return a faulty item under warranty. Homebase have removed all customer service phone numbers from their site and all email including complaints and escalation addresses are blocked to incoming messages. The one phone number listed (online ordering) was another waste of time. Being repetative and unhelpful seems to be their only Customer Service policies. Since their is no other option, I will post my compliant here: To whom it may concern, I have had problems returning a faulty toilet seat (under warranty) due to not being able to access the Dunfermline store within a reasonable amount of time. Based in (*home town*), I have a limited windows of opportunity due to opening hours, work and travel constraints and waiting in a queue for 40-60 minutes or more is not viable. Having wastefully travelled to the store already, I phoned the shop to find out if there was an alternative way to accomplish a swap for a new seat. Unfortunately, the staff member handling my call was condescending and argumentative and, therefore, completely unhelpful. When I was finally allowed to speak, I asked him if Homebase had a policy for 'key workers' to which I eventually, with effort, got a "No" response. Having honestly tried to work out a solution to this matter but rejected before I could finish my requests (which I thought were reasonable), I gave up and politely ended the call. So, having spent time and travel, I am back at the beginning with my faulty seat.”

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Posted 4 years ago

“They lie about having stock for delivery. No delivery after 4 weeks and no communication. Refund requested. Will never be using homebase again.”

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Posted 4 years ago

“Ordered garden furniture for son and fiancé. Delivered within week time frame (said 2) Courteous and friendly delivery men. Furniture lovely. Well done Homebase!”

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Posted 4 years ago

“Homebase the worse company I have ever dealt with. This is by far the worst I have ever dealt with. In April I ordered 2 items, a paint brush and a garden storage box. The brush arrived but no box. It is almost impossible to contact them. Twice on hold over 45 minutes no answer. Emailed numerous times. Told 3 weeks ago I couldn't get refund as order was being delivered. Still no delivery AVOID HOMEBASE at all costs. Other reviews suggest they will go burst shortly.”

Helpful Report

Posted 4 years ago

“Worst customer service I have ever received. Confirmation email provided a false contact number. Ignorant by not responding to queries and liars. Apparently they do not send email receipts and after saying they would WhatsApp refund receipt so had it as proof. Which i think is strange anyway.. I never got it. Cowboys. Dont bother shopping with them!! Very strange and not to be trusted.”