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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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

“WARNING!! AVOID HOMEBASE KITCHENS AT ALL COSTS!!!! My new kitchen failed to be delivered on time, leaving me without an oven, cooker, washing machine & £450 down due to my fitters cost etc. NEVER AGAIN will I trust Homebase. Your Customer service was nothing short of Appalling and then you tried to pass the buck!. No flexibility to commission another haulage firm to get my kitchen delivered on time and as promised. I'm just hoping the kitchen turns up tomorrow as promised Again! Then it will be 7 days late & left me £450 out of pocket along with stress and anxiety due to Homebases complete incompetence and lack of customer care!. Latest update! Missing parts which I've had source and pay out for, laminate floor boards that came in different thicknesses so would not sit flush to the floor and had to be relayed 3 times at another days lost labour and expense! Basically a pile of junk that most likely won't even last a year. The Rugby store manager confirmed the design / thickness of the boards had changed and been mixed up in store hence the problems!. So angry and disappointed with Homebase its unreal, not one call from the Rugby store apologising, absolutely appalling care and after service!. I reckon I'm around £700 plus the cost of the laminate flooring out of pocket, not to mention the stress and anxiety caused by Homebases ineptness. Im currently waiting on hombases customer service who say they are looking into this shambolic mess, failure on their part to reasinably compensate my losses will lead me to me filing a claim through the small claims court 😡! Dissatisfied, dissapointed and disgruntled is an utter understatement after spending a small fortune with them. Latest update: The customer service person "molley" who claims to represent the CEO is taking no responsibility for sending out mixed thickness packs of flooring. In fact she stated " it should have been clear to me at the point of fitting that the floorings were two different thicknesses and as such the fitting should not have been completed" Excuse me but its your responsibility to sell flooring that is not mixed up and it fit for purpose! As a last resort I've written directly to the Homebase CEO to see if he is willing to see sense here. If not it looks like im going to have take Homebase to court over this absolute abhorant customer service NEVER AGAIN..... You've been warned!”

Helpful Report

Posted 7 months ago

“Homebase Westbrook Road Gloucester. Served by Hollie who was not only pleasant but went out of her way to help and advice me. She then asked if I would like help to my car with my compost. The item I bought fits and looks good. I hope she is appreciated at that store.”

Helpful Report

Posted 8 months ago

“I'm so disappointed how I been treated over a order that placed courier say delivered but I never received it at all plus when I contacted homebase I got message but that I had £10 for the inconvenience then on next breathe it said refunded you for your missing order part I don't get I can't even track the 2nd part of the order as yodel are supposed to be delivering can't understand both items order from homebase and I'm still waiting for 2nd part and a charge of £6 for deliver really puts you of ordering again when you have to wait for days”

Helpful Report

Posted 9 months ago

“Brilliant services shefali shah at kangs”

Helpful Report

Posted 9 months ago

“Homebase only deliver in my area in London on a Friday or a Saturday. That’s it… they charge £30 for the privilege. I’m in hospital next Friday and the property I’m working in is empty so I can’t be there on Saturday. I know have to wait two weeks and take a day off work. I’m in the property working the rest of the week but, nope can only deliver in a Friday. They treat customers with contempt. Never again.”

Helpful Report

Posted 10 months ago

“Ordered online and never received product. Homebase keeps repeating that the supplier say it was delivered to a neighbour when none of my neighbours have received it. Clearly went to wrong address and I have said as much but Homebase is not doing anything to help the situation and isn't giving a refund even though I haven't received a product and as per consumer protection legislation they are responsible for ensuring I receive the product. Absolutely terrible service and then follow up customer service with complete disregard for customers and the responsibility they have as a company.”

Helpful Report

Posted 10 months ago

“erview Reviews About Homebase Reviews 169,153 • Excellent TrustScore 4.5 out of 5 4.3 VERIFIED COMPANY In the Home improvement shop category www.homeba se.co.uk Company activity See all Claimed profile Asks for reviews — positive or negative Pays for extra features Replied to 98% of negative reviews Replies to negative reviews in < 24 hours Profile and reviews have been merged Locations149 Pick a location to see its reviews Reviews 4.3 169,153 total 5-star 64% 4-star 9% 3-star 6% 2-star 5% 1-star 16% Your review is pending.Read more Mr Mw Khan 6 reviews Rated 1 out of 5 stars Order #547243514- Disgraceful Customer Service Order #547243514 This company employ ' customer services operatives' who blatantly lie and gaslight the customer. I had a delivery scheduled for 5th of January 2024 and at 3.30pm rang to where it was since apart from a text message at 7:01 the previous day stating my order would be delivered on 5/1/2024 and i would receive another text when the vehicle had left the depot By 3.30pm i hadnt heard anything and rang homebase customer services. The operatives communication was hard to understand butshe told me at first the order was scheduled for 26/12/2023! I informed her no its due today 5th jan and why hasnt the courier xpo contacted me. She said she would investigate and get back to me. I received an email from a ' Rutuja' stating Rutuja (Homebase) 5 Jan 2024, 15:44 GMT Hello, Greetings for the Day! We got an update from the carrier XPO that they are tring to contact you but there is no reponse from your end. They informed that It will be afternoon delivery. They deliver from 7am-7pm Kind Regards, Rutuja Homebase Customer Services' This comment contained an absolute fabrication . Nobody from XPO had contacted me. So i rang XPO direct at 3.53 pm and spoke to a helpful lady " victoria" she said nobody had tried to contact me as the goods were still in the warehouse and i would only be contacted once the delivery left the warehouse and it would be a text. She than again confirmed there was no record of me being called by xpo. So " Rutuja" in Homebase Customer Service was lying and gaslighting the already inconvenienced customer. Not on. Not on at all to try to apportion blame to a customer and lie like that. I wont be dealing with Homebase again.”

Homebase 1 star review on 5th January 2024

Helpful Report

Posted 11 months ago

“Customer Service”

Helpful Report

Posted 1 year ago

“Only part of my order was delivered. They refused to credit me for the part that did not arrive unless I reported it to the police as a crime - it was only a few solar jars and I am not going to waste police time over £20.00. I will not buy anything from them again and advise you not to either.”

Helpful Report

Posted 1 year ago

“Customer service orientation of store manager was simply ludicrous. We were trying to get our paid for Click & Collect paint order sorted - issue with product not being fully available despite have received sms & email confirmation - and manager insisting we took a dented/pre-opened tin we were not happy with to help fill the order. Long story short, and nearly 45+,minutes of waiting around, we are told we either accept the dented tin or he cancels order and refunds us. Wow... really? He then tells us that he has had a long day, he's tired and wants to go home, so agrees we can take smaller tins of paint to complete the overall order. Really good store leadership qualities on full display for staff and customers to witness! It gets even crazier. Homebase sends out an sms invite for customer experience feedback. Of course they need to hear about this because it is just so not a customer oriented experience delivery they have to sort this out; I work extensively in this field and know that this sort of experience will absolutely cost them customers and market share. SMG provides their feedback platform which is really out-dated, and not customer friendly to use, but I persist and get my feedback to Homebase with the option checked for someone to call me so I can explain the episode clearly. I believed Homebase should genuinely be interested. Within 30 minutes I get a phone call from Matt from Homebase! But it turns out the guy calling me is actually the manager we had the issue with at the store --- he's completing the resolution of his own performance issue. Wow!!!! Anyway, he proceeds to tell me he disagrees with what I say he said -- in fact he simply denies it outright but says he's sorry I felt it wasn't a good experience. Then tells me I raised the issue so he is following procedure and calling back, he has said sorry, and reiterates he disagrees with my assessment, and hopes the rest of my weekend is good. End of call. And that is how Homebase delivers customer service and deals with customer feedback. What a joke. Seriously. I wouldn't be surprised if they are non-existent within the next 3 years. Of course I really don't care as I will never be going Homebase Aylesford or any other Homebase stores again.”

Helpful Report

Posted 1 year ago

“Would just like to say we had excellent advise and help from Julie and Richard at the Loudwater branch.They went above and beyond to help my husband and I who both have limited mobility. Made our shopping for a barbeque a very pleasant experience.”

Helpful Report

Posted 1 year ago

“Poor Customer Service -On 01 August, my husband and I purchased a Florence Gazebo from Homebase Cambridge. After a long store search to find a store rep, Gavin was very helpful. However, we had to go to customer service to pay for it, as it was the last gazebo. We were then told, that we could get the Gazebo to take with us, if we dismantled it ourselves! We declined that dangerous offer, just in case we hurt another shopper with the large metal parts! Next, we were informed that we had to arrange our own collection/delivery, with 'Shift' but had to wait until the store found someone to dismantle it! It is now, 06 August and we still have no idea when we will get the item which we paid for. What a death wish-inducing scenario!”

Helpful Report

Posted 1 year ago

“****AVOID Buying Homebase Kitchens**** Full New Kitchen / Wrong/Faulty Worktops 2 Occasions - Still not resolved after 7 weeks Shocking Company Ordered a complete new kitchen and the worktops were wrong or faulty on two occasions, the store wont even give me contact details for head office complaints. This is still ongoing with no resolution or contact. I would avoid ordering a kitchen or any products from Homebase as when things go wrong they seem to ignore you and bury their heads in the sand. ***AVOID HOMEBASE AT ALL COSTS - POOR CUSTOMER SERVICE*** Homebase if you could get your director/s to contact me that would be appreciated before I look to take legal action.”

Helpful Report

Posted 1 year ago

“Brilliant customer service today at the till … the gentleman was extremely kind, considerate and very professional he even encouraged me to buy 3 all purpose jack’s magic compost .. an excellent employee thank you x”

Helpful Report

Posted 1 year ago

“Ordered some products which they cancelled, they are yet to refund me 2 weeks later. BUYER BEWARE!!!!”

Helpful Report

Posted 1 year ago

“Ordered parasol 2nd June and paid £6 delivery fir following day 3rd June rang customer help line mid afternoon and told out fir delivery but when I checked tracking stated still at depot and gas not been delivered- disappointing to say the least!”

Helpful Report

Posted 1 year ago

“Wanted to order a £100 Worx Cordless Hedge Trimmer online, but wanted, for my convenience, to collect at my most local store in Greater Manchester. I phoned H.B's customer services, couldn't even hear him - he then passed me through to one of the branches, his phone was equally drifting in and out too, (but apart from that, I really think he should have had his mother with him). Got nowhere on the phone. However, the hedge trimmer looked very good so decided to take the plunge and duly placed the order online to be delivered to my home within 5 days. However, if anything should go wrong with this order, I have a wonderful safeguard...... and that is, I paid by PAYPAL, which means, should I open a "resolution," I don't have to wait for Homebase to decide who was to blame and won't have to feel I'm getting nowhere. PayPal will recover my funds if Homebase fail to deliver, if goods are not as advertised, if discovered item is immediately faulty, or delivered damaged.”

Helpful Report

Posted 1 year ago

“Our kitchen was supplied and fitted by Homebase 6 years ago (10 year guarantee). Just before Easter a wall unit, with wine racks attached each side, simply fell off the wall and smashed on the floor with such force that the unit shattered. Had we been in the kitchen we would have been severely injured - our small grandchildren would probably have been killed. Despite lengthy debate since then Homebase’s continued response has been that the installation was only guaranteed for 3 years, so tough luck. We have argued that this is an exceptional occurrence and so should be treated differently. Every other major kitchen retailer we have spoken to has said this should never happen at any time and it is due to bad workmanship. Homebase said we should have checked at time of completion which of course we did, but we don’t have x-ray vision to see that a wall unit has been correctly bolted to the wall behind it! Our insurers will pay for a new floor as it has been extensively damaged but not for the shattered unit because it’s bad workmanship not an accident, but that holds no sway with Homebase. We have lost valuable and personal contents from inside the cupboard, we cannot find a replacement that matches the rest of the kitchen, and the floor units will all have to be taken out to remove the old flooring, as it was already laid over previous tiles so this cannot be done again. Appalling attitude from Homebase. We are now going to the ombudsman and the small claims court.”

Helpful Report

Posted 1 year ago

“Avoid at all costs if you order and pay with the expectation of it arriving on the stated day. It won't happen! Just cancelled my order due to non-delivery and awaiting refund. Feel sorry for the customer services staff in India ... who were polite and tried to be as helpful as possible in trying to sort out what is the carnage of the Homebase online operation. Going to order my item from Argos even though it costs £40 more....a small price to pay to be stress free, not have to make numerous phone calls and waste my precious time. At least I know it will arrive when they say.”

Helpful Report

Posted 1 year ago

“Awful experience with Homebase-the plan for our kitchen had missing units, a breakfast bar placed 25cm into the dining room, asymmetrical wall unit due to misuse of measurements and incorrect advice given at every stage. They shared our information with someone who was not our fitter and at every stage after raising our initial compaint about this shoddy experience they said it was our fault for not checking their plan even though they did not tell us to and for not getting our fitter to check even though this was not made clear to us! Terrible. I am so angry I cannot begin to describe.”

Helpful Report

Posted 1 year ago

Homebase is rated 1.9 based on 945 reviews