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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Homebase 1 star review on 16th September 2024

SUNIL GAIRE

Anonymous

"erview\r\nReviews\r\nAbout\r\n\r\nHomebase \r\nReviews 169,153 \u2022 Excellent\r\nTrustScore 4.5 out of 5\r\n4.3\r\n\r\n\r\nVERIFIED COMPANY\r\nIn the Home improvement shop category\r\n\r\nwww.homeba\r\nse.co.uk\r\nCompany activity\r\nSee all\r\n\r\nClaimed profile\r\n\r\nAsks for reviews \u2014 positive or negative\r\n\r\nPays for extra features\r\n\r\nReplied to 98% of negative reviews\r\n\r\nReplies to negative reviews in < 24 hours\r\n\r\nProfile and reviews have been merged\r\nLocations149\r\nPick a location to see its reviews\r\n\r\nReviews\r\n4.3\r\n169,153 total\r\n\r\n\t5-star\t\r\n64%\r\n\t4-star\t\r\n9%\r\n\t3-star\t\r\n6%\r\n\t2-star\t\r\n5%\r\n\t1-star\t\r\n16%\r\n\r\n\r\nYour review is pending.Read more\r\n\r\nMr Mw Khan\r\n6 reviews\r\nRated 1 out of 5 stars\r\nOrder #547243514- Disgraceful Customer Service\r\nOrder #547243514\r\n\r\nThis company employ ' customer services operatives' who blatantly lie and gaslight the customer.\r\n\r\nI 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\r\n\r\nBy 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!\r\n\r\nI 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.\r\n\r\nI received an email from a ' Rutuja' stating\r\n\r\nRutuja (Homebase)\r\n\r\n5 Jan 2024, 15:44 GMT\r\n\r\nHello,\r\n\r\nGreetings for the Day!\r\n\r\nWe got an update from the carrier XPO that they are tring to contact you but there is no reponse from your end.\r\n\r\nThey informed that It will be afternoon delivery. They deliver from 7am-7pm\r\n\r\nKind Regards,\r\n\r\n\r\nRutuja\r\nHomebase Customer Services'\r\n\r\nThis comment contained an absolute fabrication . Nobody from XPO had contacted me.\r\n\r\nSo 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.\r\n\r\nSo \" 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.\r\n\r\nI wont be dealing with Homebase again."

Homebase 1 star review on 5th January 2024

Anonymous

Homebase 1 star review on 1st August 2022

Bob

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

“I'll never buy from Homebase again. I've spent £1,600 with them in 28 days. I bought a sofa bed and all of the leather buttons fell off. Homebase are refusing to exchange for a new one. With regard to the wooden flooring ordered on the 26th January, it was on a 28 day delivery, due 23rd February. It still hasn't turned up! 28 DAYS LATE SO FAR. I have issued a complaint but they have failed to address it. Be aware, don't buy from Homebase. The customer servide is beyond shocking. Daniel Rimmer, Manchester.”

Helpful Report

Posted 9 years ago

“Placed and paid for some items online, and was given an estimated collection date. When I went to the store, the order wasn't there. I returned two days later - still not there. I emailed customer services and 5 days later still had no reply. Now stuck in a never-ending phone queue. How a company can be THIS inept is beyond me. Awful.”

Helpful Report

Posted 9 years ago

“I bought a kitchen last year under the understanding that it would be delivered with in 21daus, I thought that this would give me time to fit the kitchen before my wife gives birth to out first child due at the end of March. its been the best part of 70 odd days and I am still waiting with no delivery date. The bits that have been delivered were weeks apart and in some cases damaged and sent back. The customer service has been terrible with promised call back not conning and then called backs about the failed call back not conning. From day one all I can get out of their customer service is contradictory or useless. I thought I would have everything ready by now for our new arrival, but instead we just have a half built kitchen and a load of extra stress we didn't need. My only advises to someone planing on buying aanything from homebase is to go elsewhere. I will never be shopping there again. Tom McKinnon, Aberdeenshire”

Helpful Report

Posted 9 years ago

“i worked for hombase and my experience was an awful one and was a complete nightmare. it was my first job and no training was given to be working on the shop floor 2 and a half months later i was told we have not had any feedback from customers telling us you are phenomenal and amazing in your knowledge so they got rid of me”

Helpful Report

Posted 9 years ago

“Ordered a bbq which gave a lead time of 6 weeks; not ideal but I was in no hurry so prepared to wait. Nine weeks later and I still hadn't received the item so I emailed Homebase to find the reason for the delay. I was told that the item had been discontinued and that they couldn't fulfil the order, however, there was not one word of an apology. I sent another email for clarification and received a very apologetic reply with a promise of a full refund and a discount to be used on a future purchase. After another lengthy wait this was still not received so another email ensued. Finally I received my refund and a promotional code that was only valid for SIX days!!! To summarise, appalling service from start to finish”

Helpful Report

Posted 9 years ago

“Ordered several building items on line for collection instore today. Stock unavailable at our nearest store, but shows all items available from a store a distance away. Confirmation text received to give collection details. Upon arrival, they have only 3 items out of a total of 11. Complete waste of time!! Sorry for the assistants who desperately tried to complete order to no avail, but come on Homebase, if you order on line showing items available, you also expect the store to double check they can complete the order. If they can't, they should use the contact number provided to inform the customer. It's hardly rocket science! Wasted a whole morning due to Homebase's inefficiency,. What a rubbish system!! Won't use again.”

Helpful Report

Posted 9 years ago

“Homebase provides poor quality furniture (some of which cannot actually be assembled), late deliveries with no courtesy call or email informing you of a late delivery, missing components and broken furniture. I had all this in one order and the customer services team were unhelpful and patronising. They will take no liability for wasting days of your time and money. This was the most APPALLING shopping experience I have ever had.”

Helpful Report

Posted 9 years ago

“Beware of them charging for the assembley of schreiber furniture. I did and the assemblers did not turn up as promised, I had to take another day off work so they could come the following day and when they did and opened the boxes, all were pre assembled . £80 I paid as they told me they were flat packed. Beware of this shark practice. Bad company unreliabke and false information given .............avoid”

Helpful Report

Posted 9 years ago

“avoid their awful and overpriced "do it for you service" Wasted a lot of time in the Exeter store on this service they are not trained in and it's about 100% more expensive than a tradesman anyway!”

Helpful Report

Posted 9 years ago

“Anyone reading this review thinking of having a kitchen installed by Homebase-Steer very clear of this company! The contractors they use ( in my experience ) are not professional kitchen fitters, and nothing but cowboys who cut corners. We have had ongoing issues with the kitchen we had installed last year. Just when we thought we had seen the last of them we now find one of the counter tops has moved because it was not fixed to the adjoining counter top but left resting on the cupboard below! So the saga continues. Homebase should be fined for employing characters who carry out such shoddy work!”

Helpful Report

Posted 9 years ago

“Never buy anything for home delivery!!!!!!!!!!!!!! Ordered two small items (only available for home delivery) which is the first gripe. As other major companies why can you not order items to be delivered to your nearest store,? As we both work full time it means we are not home to take in a delivery? One item was not need so I returned it to my local Homebase for a refund. This is wherer the fun started. Firstly I was told I could not return it at a store as I had bought it on line, I was informed that I would have to take the item home and ring for a collection? Eventually I got to speak to a manager who then agreed that I could leave the item at the store and they would ring customer service to process the refund for me?? It seems that was meant to be the end of it - no actual refund was to be processed and I was supposed to leave my item with them in the hope that the store/ customer services carried out the reqfund at a later date..... Who in their right mind would give 'a paid for' item back to a store without receiving either the refund requested or at the very least a returns receipt. I eventually left with a note from the manager and over a week later I am still waiting for the credit to apear on my account...........”

Helpful Report

Posted 9 years ago

“I've ordered a complete bathroom set, some tiles and a load of £3500 worth of furniture. The bathroom set arrived as requested in good quality in the date excepted. The tiles were supposed to be delivered in store and I would go collect them from there. They were so late that I had to cancel them and choose other tiles. The cancellation process took me 3 visits to the store. The furniture arrived late with faulty items which had to be booked for collection and some items missing which needed re booking of delivery. Every time I had to call them they couldn't find my order on their system and took from 25-35 only for loading my details on the screen (After a while I realised that they had my surname and name reversed and the system couldn't load the info, so I was explaining them every time how to do the search. Note that no one took the time to correct it.) When I called to confirm my delivery I got transferred to 6 different people (approx 45 minutes). I had to cancel the faulty item's collection and the delivery of the items that were missing. After calling 4 times in 2 days a lady said that he cancelled it and rearrange delivery for me. However the delivery company called me on the initial delivery day and told me that they were on their way to bring my items. I explained them and their manager called me to tell me that only half the order was cancelled(meaning that one of the items was in the van that day and the other was coming on the re booked date). Who wants to cancel half the order? Who does that? It's been almost 2 months since the order day and I still don't know when and how I am getting the rest of the items back. Despite all the lack of organisation and fastness, while all the phone centre employees and bathroom designers I talked with were polite and tried to helpful, the rest of the in store staff was lacking of knowledge of their systems and manners.”

Helpful Report

Posted 9 years ago

“Ordered few items on 17th of november, had to cancel in few weeks after because delivery was estimated after 2 months.. which noone told me,had to call find out myself. now 20th of january still havent received my refund!!! This is really annoying, send many emails,nobody even answers them. Made around 5 to 6 calls to customer service, keep getting same answer they need to contact the supplier every time I call. 2 months, seems impossible to get my money back !!! Service is really appauling!!! I would never buy from here again!!”

Helpful Report

Posted 9 years ago

“My local Homebase in Oxford is excellent, the staff are always extremely helpful and accommodating so it was quite a surprise when I went to the Homebase in Crawley and met with a jobsworth who accused me of money laundering when I tried to return a packet of Polyfilla. He needs to get a sense of perspective.”

Helpful Report

Posted 9 years ago

“I brought a wooden curtain pole from homebase. After it had been up for a few days one of the curtain rings broke. Clearly the product was not of great quality. I had already thrown away the receipt as had no intention of returning the item and was not expecting the item to be faulty! In the interests of speed and convenience I decided to purchase a packet of replacement curtain rings from Homebase from the same range. Initially I tried to buy these online, however the website was shocking. Slow, hard to navigate. Frustrating. I decided that the quickest thing to do would be to visit the store during my lunch hour the following day, then I could also purchase a light bulb I required at the same time. When I got to the store (Milton Keynes Branch) they appeared to be out of stock of the curtain rings, certainly there were none to be found. Similarly, the light bulb section was chaotic and after some time reading labels with no success (I was after a small edison screw) I decided to seek advice from an assistant. There were no assistants to be found on the shop floor, so I visited the customer service desk to ask if they could check for stock behind the scenes re the curtain pole, and also to point me in the right direction re the light bulb, perhaps by looking this up on the system. The young man I spoke to was incredibly unhelpful. He said that he was unable to assist me with the light bulb as (and I quote) 'I would literally have to go over there and look myself' which is in my opinion what he is being paid to do! Furthermore, he half heartedly looked both items up on the system and informed me it said that there were 40 items in stock, however that their system was 'rubbish' and often 'incorrect' so if I hadn't been able to find either item, this simply meant they didn't have any and it would not be worthwhile for him to have a look on my behalf. I persisted for a moment and he called for some assistance in an ear piece. No one arrived so he spoke again in to the earpiece and told the person at the other side 'not to worry about it'. I left the store very frustrated. Especially as the only reason I wanted the curtain rings in the first place (one ring out of a pack of six! !) Was because of their product breaking in the first place. Chapter 2: got back to work and decided to order the item online. Again, the website is poor and that in itself was frustrating. When I reached the end of the ordering process I discovered that I had been allocated a reservation number and that I had been instructed to visit THE SAME STORE in three hours time to pick up my item, at the customer service desk! ! So I went in after work with my confirmation, this time I dealt with a different staff member who presented me with an incorrect product. They were light wood curtain rings, instead of the mid wood colour I had ordered. I demonstrated to her what I was after by showing her the curtain pole itself, on sale in the shop. She could not care less. There were no apologies, or effort to show understanding. To be honest, she should have just used her common sense in the interests of customer service and just given me a ring outof that packet (it was damaged anyway) given the circumstances and the fact that ultimately I am after ONE replacement curtain ring in the correct colour. However her attitude was appalling. She just didn't give a s**t basically. I won't be shopping at Homebase again. Worst customer service I have experienced in a very long time. What a catalogue of errors.”

Helpful Report

Posted 10 years ago

“It took 3 months to complete our kitchen refit by totally unprofessional contractors who didn't have much idea on how to fit a kitchen and were not up to the job (the main fitter said he was really a plumber!) The extractor fan was sloping to one side. Units were used which were damaged. The sink was damaged as was my cooker and the list goes on. The kitchen looked as if it had been installed some years ago. Cleaning up after themselves was non existent and took us 4 hours on 2 occasions to clean up after them. The installation fee is extortionate and it was agreed, due to all the hassle and stress caused us, to reimburse half the fee. We felt it should have been more but wanted rid of this company. To complete the catalogue of errors the cheque was sent to the wrong address! The incompetence of this company, on all levels, has been astonishing.”

Helpful Report

Posted 10 years ago

“Three months to complete a bathroom. No bathroom for two weeks. Things mis delivered. Faulty bath. Faulty shower. Faulty sink surround. Missing bathroom cabinet door. No electricity safety sign off. Shouted at by area manger. I'm so disappointed.”

Helpful Report

Posted 10 years ago

“Hi there , I bought a lawn mower ,after 5 days received a call , they told me was out of stock. Two days later received a message on my mobile : your refund has been processed and you will receive it within the next 5 working days , and when i checked my e-mail homebase was asking me what i think about the lawn mower. WHAT A GREAT CUSTOMER SERVICE..........NEVER WILL BUY ANYTHING FROM HOMEBASE AGAIN.......”

Helpful Report

Posted 10 years ago

“Just had a complete kitchen refit from Homebase , Wakefield and the service has been excellent from start to finish.The fitters were prompt every day and worked so hard and were a pleasure to have in our home. The quality and price was also very good and we would recommend to anyone.”

Helpful Report

Posted 10 years ago

“Ordered a cooker on line estimated delivery within 11 days,as nothing heard re delivery, telephoned, was advised to contact manufacturer,done that to be told no history of order with them contacted homebase again, telephone system a joke on hold to 5 different people for over an hour, still have no idea what happened to order,asked for a refund, two days later refund still not processed awaiting a call back.I appreciate things can go wrong from time to time but with no answers given for problem or new delivery date my custom will be going elsewhere and I will never shop at homebase again instore or online.”

Helpful Report

Posted 10 years ago

Homebase is rated 1.9 based on 945 reviews