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

“Was in Glenrothes Fife they were very helpful and friendly helpful and polite required to load bulky items in my van Angela and Tony could not do enough for us thank yous will have no hesitation to return to that store”

Homebase 3 star review on 26th April 2022

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Posted 2 years ago

“I paid for next day delivery...it was not delivered...also it is disgusting that a British company has its customer service in India....people in this country need jobs....I shall not order from them again”

Helpful Report

Posted 2 years ago

“I purchased a product call SPOT ON Black spot remover and patio restorer. I followed the instructions to the letter. Having followed the instructions I awoke the following morning and the solution had put hairline cracks in 6 of the slabs i had applied it to. I reported this to HOMEBASE who were slow to respond and then passed me on to a company called Sipcam Home & Garden Ltd. Once again these were slow to respond. I provide them with the batch number and all details and asked them to arrange an inspection. I also advised that they carry out a thorough investigation. They eventually came back to me with the following. Sorry for any delay, I have had to wait for the liquid supplier to get back to me and with Easter this has impacted on our response time. Their response was that the active materials in Black Spot Remover could not have caused the damage to these slabs. Even if these are composite slabs made from a mixture of aggregate and concrete/cement, hypochlorite-based chemicals will have no detrimental effect. If an acid-based cleaner has been used, an even surface attack would be expected, removing a millimetre or two at the most. One photo it seems to show that the slab has had impact damage. (THIS IS ABSOLUTE RUBBISH AND THEY REFUSED TO COME OUT AND INSPECT THE SLABS) The product is packed with all its necessary hazard warnings and instructions for use, and precautions that the user must follow. (INSTRUCTIONS WERE FOLLOWED AS I TOLD THEM SEVERAL TIMES) HOMEBASE HAVE CHOSEN TO EXONERATE THEMSELVES OF ANY RESPONSIBILITY. I ADVISED THAT THEY REMOVE THE PRODUCT FROM THEIR SHELVES BUT THEY ARE ACTIVELY SELLING IT STILL. IT IS DANGEROUS.”

Homebase 1 star review on 21st April 2022

Helpful Report

Posted 2 years ago

“Do not buy a Homebase kitchen. I have had endless problems with my Country Living kitchen from them. They lost my first kitchen and then rushed to rebuild it in a few days so the quality was poor. So many delays, no installation instructions, wrong parts, poor quality. They had clearly resprayed parts that were a different colour in their rush and the paint just peels off. Every time I think the problems have ended, something else goes wrong. Most recently, they sent me screws for the handles that don't actually fit through the doors. All of this causes unnecessary delay and frustration. It has taken me months to get this all resolved and I am still not happy with the end product. Both the Country Living and Homebase customer services is non existent on the phone. I had to keep going to my local store where they are sick of the sight of me. I wish I could go back and buy a kitchen from anywhere else but here.”

Helpful Report

Posted 2 years ago

“Homebase are good but totally let down by DX delivery service. I would use Homebase again provided that they promised to use another delivery service.”

Helpful Report

Posted 2 years ago

“I purchased a garden furniture which arrived damaged and unsafe and i wanted it returned Home base said they would collect it I have been waiting since the 29th march for collection I had this text but they did not contact me or collected item Guess what? Your Homebase order will be with you between 10:25 to 12:25 06/04/22, by DX (0812605941)! This is an automated message, so please don't reply.”

Helpful Report

Posted 2 years ago

“Told me it would be up to seven days delivery for £6. I think it’s too much for a seven day service but I couldn’t get the paint delivered from elsewhere and don’t have a car, so I paid it . I was also hopeful it would be less than seven days as it said up to. So I waited the seven days only to now be told they don’t know how long it will be. Ridiculous service for this day and age. Other companies charge less and offer a next day service. I should’ve avoided Homebase delivery after they messed up my Xmas tree order but I didn’t think ! This is what happens when you give these companies another chance!”

Helpful Report

Posted 2 years ago

“Ordered 3 products off their site that were "Delivery in 5 days". Two weeks later they have told me 2 of them are no longer available and they can still not yet provide an update on when the 3rd item will be delivered. Could have finished my DIY had I gone with a reputable seller instead of waiting 2 weeks for nothing. Go elsewhere.”

Helpful Report

Posted 2 years ago

“I ordered an item which had not arrived in 6 weeks. I had to make lots of calls to the call centre to chase the delivery up which I found very stressful. I had 2 delivery dates given to me by DHL however on both occasions Homebase had not despatched the item to DHL which was no fault of DHL. I constantly had to chase this item. In the end I was so upset and stressed I cancelled the order. I will never order anything online from Homebase ever again. Terrible experience and dreadful service. No communication from them about anything either. Customer services did not call me back when they promised to and sometimes when I rang to politely chase delivery of the item I was cut off just awful.”

Helpful Report

Posted 2 years ago

“I ordered flooring from Homebase which cost about £1200, when it got delivered they left it on the roadside outside my house, it then got stolen and I have taken this up with Homebase only to be told they delivered it to the roadside outside your house so there is nothing they can do as it is delivered. So I’m now hundreds of pounds out of pocket and still mo flooring. Absolutely disgusting company avoid at all costs.”

Helpful Report

Posted 2 years ago

“Homebase will not honour 25 year guarantee I have the same problems as another customer with the doors and the engineer saying it’s wear and tear although they are covered by 15 year wear tear. But this is a fault not wear and tear”

Homebase 1 star review on 14th January 2022

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Posted 2 years ago

“I WISH could have no stars listed. 2nd time have visited this branch. No wonder the store is virtually empty staff always do rude at checkout. 2 50 year old women. The heads of the company should 'spy' checkS. Dont they realise why there is no income coming in........Weird”

Helpful Report

Posted 2 years ago

“Looking for a replacement shower head Brian was very helpful and answered all my questions regarding suitability. Helps that someone like Brian is on hand.”

Helpful Report

Posted 2 years ago

“Anyone who has bought an Odina kitchen from Homebase Please beware! They no longer sell Odina and the 25 year guarantee is not worth the paper it’s written on. I had a problem within a short period of time of the coating peeling off the doors and the edges lifting. The company replaced them and I was assured if the problem occurred with the rest of the doors my 25 year guarantee would cover them. I am 7 years into the 25 year guarantee period and 10 of the doors are now peeling and the edges lifting exactly as before. An insurance accessor came to inspect the kitchen doors and decided it was down to wear and tear and local circumstances (even though the fault was the same as before) so Homebase will not replace them saying it is not a manufacturing fault, although the manufacturer changed them previously for the same fault. As previous reviewers, I wish I had never bought through Homebase and spent thousands of pounds on a kitchen that I could have bought a lot cheaper and replaced a couple of times in the so called 25 year guarantee,(probably for less) Also the delivery was a shambles, as previous reviewers have said. Items delivered damaged, some replaced more than a couple of times. I even had to pay my workman for coming to install promised units that didn’t turn up. Purchasing my kitchen from Homebase was a disaster from start to finish and in hindsight I wouldn’t have purchased it from them. Also Odina is not the quality kitchen it was made out to be and I would never buy their products again or recommend them.”

Helpful Report

Posted 2 years ago

“Don't bother. Despite stating delivery today and me taking a day off to wait in for order. No order arrived. Customer service useless as said they would chase and get back to me they haven't. Cost me time, money and 2 upset children with no tree...mad does not cover it!!!! !last time I use homebase!!!!!”

Helpful Report

Posted 2 years ago

“Worst customer service I have ever experienced! Ordered a Christmas tree 27th Nov (next day delivery) My order was then updated to being delivered 8th Dec, numerous phone calls at 35p min, numerous messages sent and questions not answered. Today is the 14th Dec still nothing but a message telling me I can't cancel my order. I had to phone again cancel and apparently I "should" receive a refund within 7 days. If I want to complain about customer service I should message customer service Lol. I will never go to or use homebase again, B&Q or Amazon from here in”

Homebase 1 star review on 14th December 2021

Helpful Report

Posted 3 years ago

“Currently renovating a house, so no heating. Waited all day for delivery due today. Got through to Indian call centre. Lady there told me I had to wait for a message from DHL before I could "rebook another delivery date". When I asked why I would need to rebook when I had been sitting in a freezing cold house for 8 hours waiting for the first one, the lady just kept repeating herself. Eventually went to check and after 15 minutes on hold was told that she had "rebooked" for me and my delivery would now be next Tuesday. 8 days later than expected. Would have appreciated an email/text to let me know they would not be coming. Poor customer service.”

Helpful Report

Posted 3 years ago

“Paid £6.00 for delivery of 2 items on Saturday, got email saying 1 item arriving tomorrow and the other on Saturday. Called call center who said I must have made a mistake! But then said that item could only be delivered today? Then said she could cancel and reorder but I won't get it Saturday.”

Helpful Report

Posted 3 years ago

“Waited 6 months for correct units to be fitted. Had to take time of work frequently to await yet another delivery as the one I got had wrong size door or wrong unit to the one I ordered. It was painful, please save your safe a lot of stress and keep away from ordering kitchen from them as can lead you to a nervous breakdown,loss of a job due to having to book time off to await yet another "wrong delivery" and I am one of the most calm people I know. It was a Nightmare which made me physically ill and I paid cash for it. Can you imagine my disappointment. Never again.”

Helpful Report

Posted 3 years ago

“I searched the Homebase website and found some garden planters at Selly Oak. I checked stock availability and ordered two medium and one large. A little later I received a call informing me that the large one was cancelled and the refund was put through and appeared immediately on my phone and Paypal account. So then I went to collect the two mediums. I firstly do a shop there with my elderly mother. When we got to the till the cashier starts to argue with me because she put an item through at full price but I explained to her it had been reduced. Then she began to put the matter over her headset to the entire floor and infront of other customers. Another colleague attended and I explained again that a floor member of staff had checked using his handheld device and told us the items reduced price. He went away and returned confirming what I had said. But there was no apology but instead the cashier continued to be defensive and treat me as though I was the one in the wrong as she seemed well put out. So then she punches in another price but again not the correct one, even though this time one of her colleagues had just said it to her infront of all of us. So she then doesn’t believe me again. So we have to stand there as she doesnt take my request to just leave it now. Finally she gives enters the correct price. And no she still doesn’t apologise and tells us her till wasn’t wrong actually. I don’t argue. I have my elderly mother with me who is clearly not well – 77 years old, using a walking stick, frail, recovering from a being hit by a car a few months ago so in pain. But she still doesn’t apologise but just makes it seem as though we are at fault somehow. We are talking about 20p. For goodness sake. Then I go to the click and collect. The two planters come out and are mouldy with spores growing on them. I know they’re for the garden but I am not putting these in my car and I also don’t know how much rot may have got in to them. I wasn’t buying second hand items after all. A comment was made to the effect that I was being picky but I let it go as my mom was already struggling to stand up after the long incident already at the other till. So I rejected the planters and the cashier tells me I can go as the refund is done - but I ask for a written note of refund or to confirm that I didn’t collect them. He then tells me he meant he is about to do it and I can go. I decline and say I'll stay till its gone through. i could tellhe wasnt being truthful. Sure enough he was spinning a yarn and after 5 minutes admitted he didn’t know how to put the refund through. I had to then wait for another colleague to come off break to do it. They assured me the refund had now been done. Only I just checked my Homebase account several hours later and it shows I collected the items and my PayPal account has no refund except for the large one earlier. Next day the manager rings to offer £20 to return and shop there. States the refund was done but takes up to 3 days to appear on account. thats not true . he tried to refund that next morning as it shows the time on Paypal. And even then he refunded only the one item so I still havent been refunded. What a joke of a business. And they have ignored my follow up emails to head office.”

Helpful Report

Posted 3 years ago

Homebase is rated 1.9 based on 945 reviews