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

“Homebase is a shambolic, steaming pile of poo. I ordered a storage chest for the garden and paid via PayPal. Soon afterwards, I was contacted by their customer service team saying the chest was out of stock and they had issued a refund which should be with me in 3-5 days. All fine ... until it wasn't. Surprise, surprise, the refund never turned up. Finally, after about 3 weeks, I gave up giving them the benefit of the doubt and emailed customer services to explain the situation. I received an unforgivably useless email back that implied the customer service 'worker' hadn't really seemed to have grasped the situation properly - for I was told they had now issued a 'cancellation request' for my order (my order, no less, that had already apparently been cancelled due to there being no stock???) and that they would be in touch as soon as my refund was processed and issued. Again, I gave them the benefit of the doubt and waited, but to date (over a month since first contact), I have received no refund and no further contact from them. Having emailed one final time asking what the hell is going on and receiving no reply whatsoever, I have now started a claim via PayPal. Homebase couldn't provide a decent service if they tried. They are money-grabbing, thieving swindlers with a customer service unit that is beyond piddle poor. Avoid like the plague.”

Helpful Report

Posted 3 years ago

“Horrific customer service- paid for delivery of my chosen day and waited all day with no update from Homebase apparently it is not their policy to inform you that your delivery will not met!! Then the second day they say delivery will be between 10.16 am and 12.16 😩 4.40 and nothing. Apparently they forgot 🤬 unprofessional is an understatement do not order and pay for delivery from this company it is a poor shambolic service. I have had to contact them several times but nothing from them saying they can’t call me as unable to call out !!”

Helpful Report

Posted 3 years ago

“WORST CUSTOMER SERVICES EVER - I HAVE LEFT MANY NOTES ASKING TO BE CONTACTED BACK BY A SUPERVISOR AND THEY HAVE BEEN IGNORING MY REQUESTS!!! DELIVERY DELAYED AND THEY DONT TAKE ANY RESPONSIBILITY SAYING THAT ITS THE SUPPLIER'S FAULT!!”

Helpful Report

Posted 3 years ago

“Shocking quality goods, but even more shocking ‘customer service’ & I use that term loosely as I don’t believe they know what customer service is. Lies (keep telling me my refund is being processed), deceit (gave me a false email address when I asked to escalate my issue) & rude beyond belief (you can dispose of the goods yourself, we won’t collect’) Diabolical, shambolic & totally unprofessional, I don’t know how they are still in business!!”

Helpful Report

Posted 3 years ago

“I’m appalled at the poor service from Homebase. I ordered a fire pit & after the expected delivery date had passed I contacted the customer service team to ask what was happening. Firstly they could not get my name right & incorrectly said the account was in another name. They then said it was a third party supplier issue & the item was unavailable. I had not received any notification from Homebase to let me know. I was then told a refund would take 7-10 days & an email confirming would be received in 48hrs. No email was received & no refund after 10 days. I tried contacting Homebase head office the email address on their site bounced back. Eventually I contacted Homebase via Twitter they confirmed the refund was being processed & would be in my account within 7 days. After 7 days still no refund, I contacted them again via Homebase & was told it was a system error & the refund would take a further 3-5 working days. Finally the refund has been received. This is the last time I will buy anything from Homebase - disgraceful customer service.”

Helpful Report

Posted 3 years ago

“Homebase delivered 3 times broken tv stand. 4th time replacement should come up to 7 days the latest on 08.06.2021. When I ring to homebase after 10 days they say a must waiting another 7 days. Bought this tv stand on 05.05.2012. Today is 11.06.2020. Nobody contact me and say sorry. I'm just here they lie all that time.”

Helpful Report

Posted 3 years ago

“I placed an order for a gazebo in March, it was due to be delivered Friday 3rd April, in time for Easter Weekend. I took a day off work to receive the order and it didn’t arrive. I wasn’t notified of any delay. I contacted Homebase the following week and was then told 3rd May. It still didn’t arrive and still no notification of delay! I contacted Homebase again and this time requested a full refund. I was told this wasn’t a problem and it would be in my bank within 7 days! It’s now 6th June and still no refund despite several emails to customer services! This is extremely poor service from Homebase! I am very disappointed in the whole situation”

Helpful Report

Posted 3 years ago

“Visited Banbury store to use the paint mixing facility but after waiting 10 minutes no-one materialised. Could only find one harassed member of staff on the single manned checkout who was clearly under pressure judging by his response to my request for assistance. I walked the whole store including the garden centre and encountered not a single staff member. I feel really sorry for the staff working under such conditions. The trolley and trolley park are filthy and the store is not much better so taking my custom to B and Q and my local hardware store. Have written to the Managing Director but not holding my breath that things will improve either for the staff or customers.”

Helpful Report

Posted 3 years ago

“I went into Basingstoke Homebase today and a lovely knowledgeable man called Andy from the garden section gave his time and patience in helping us sort our garden strimmer out , he certainly went out of his way to help us , many thanks Linda Allen”

Helpful Report

Posted 3 years ago

“I ordered a sofa online and was given a delivery date , it arrived that day, 9am . Delivered by 2 pleasant nice chaps who helpfully placed it in my lounge. Nice sofa too ! 1 star off for two reasons. 1, the delivery guys only get 2 minutes for a doorstep delivery, I'd rang homebase as I'm disabled and couldn't get it in by myself , they had no knowledge of this but helped anyway , great guys! 2, I could barely understand the call centre chap !”

Helpful Report

Posted 3 years ago

“Just another comment about appalling service. Spent hours and hours putting together a gas BBQ only to find a part not working. They offered £10 compensation or return of the item. The £10 compensation would not cover the cost of a replacement part and postage, and I certainly did not want to build another, so I requested payment for the part and postage which amounted to £15. That was a month ago and they did not have the courtesy to respond to 5 further emails. Homebase was probably so much better when it was owned by Sainsbury’s. This company is a complete shambles and I would never purchase or recommend the . Customer service is a joke.”

Helpful Report

Posted 3 years ago

“Do not shop here, go somewhere, anywhere else. You will not get what you ordered and spend months trying to get your money back.”

Helpful Report

Posted 3 years ago

“Was in the Altrincham store I have worked all the way through this pandemic and have never be in a store that was so unsafe they have everyone queuing down in a row with one member of staff on the till who is rude it is a fact that the virus pass quickly while in a queue that why supermarkets get you in and out as quickly as possible at the tills the aisles they have done have you trap with ten other people and you have know where to go will not be going back will stick with other similar stores That staff are happy to have you in their store”

Helpful Report

Posted 3 years ago

“3 delivery dates not met. No communication on any of these dates to tell me it was delayed or not being delivered. I have wasted 2 days holiday at work and also ive had to turn tradespeople away. I spent 1 hour on hold with customer services only for the call to go silent when I tell them I want a refund. No call back , nothing! The way this has been handled is a total and utter disgrace. Do not buy from these people!!! Looking at the reviews I'm not the only one having similar issues”

Helpful Report

Posted 3 years ago

“Absolutely a joke , customer service shocking local store shocking. Ordered a hot tub 2 months ago. Cancelled my order because DX couldn't find it. After wasting a day phoning customer services, have now been told I have to wait another 10 days for my money which they have had for 2 months £612 Keep well away.”

Helpful Report

Posted 3 years ago

“Shocking experience. Avoid at all costs. No communication whatsoever, no product delivered for 6 weeks then delivered by DX Couriers not wrapped and damaged, no paperwork. Returned the product now can't get a refund. Can't get through on phone. Terrible !!!!!!”

Helpful Report

Posted 3 years ago

“Really really bad, awful service. we bought a kitchen £5,000 from homebase in February, work was supposed to start a week before Easter, but guess what NO KITCHEN. It is now the end of April and still not all the kitchen has been delivered. When the kitchen was actually delivered parts were missing and damaged, so we had to wait again. Still no cooker, so we have been living off microwave food for the last month and it s beyond a joke now. HELP”

Helpful Report

Posted 3 years ago

“Apaling Our experience, we haven't had one. Ordered garden furniture a week ago, delivery fee paid for delivery 24th. Taken time off work, waited in all day. 2 phone calls of 35 mins, no answer. 3rd call, phone answered at 46 mins, no sorry can't find your order, can I put you on hold. 26 minutes on hold at my cost. Still no further forward as I had to put the call down. 2 emails later, still no reply. Wish we had read the poor reviews before we spent £1120 on your product which we have still not recieved. Shocking and disgraceful customer service. You should not take the order unless you can forfill it. £1120 down and still no products. Ombudsman it is then to get resolved. No one has the decency or common courtesy to reply.”

Helpful Report

Posted 3 years ago

“This company is beyond a joke! Their customer service is absolutely disgusting. I placed my order, they readily took payment, I waited a month for my delivery, delivery date came and went. Spent a total for 5 and a half hours SO FAR on the phone to customer service. Delivery was cancelled because item was out of stock. No communication from homebase. I am now fighting to get my money back... And they stated as a good will gesture they will refund my postage!! Umm... That's not a good will gesture. That's money I paid for something you didn't receive. Absolutely appalling. I recommend everyone steer clear!!”

Helpful Report

Posted 3 years ago

“Customer service is totally disgusting. £10 compensation is a joke. Order only half arrived. Emails NEVER answered. Joke. NEVER SHOPPING ONLINE WITH HOMEBASE AGAIN. tried to complain... no answer.”

Helpful Report

Posted 3 years ago

Homebase is rated 1.9 based on 945 reviews