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

“Terrible customer service!! I realise with what is going on that things are being delayed I understand but I have not experienced this with any other company! that you are unable to make contact by phone and yes ok you can send an email to contact them but the frustrating thing is that was more than 5 weeks ago and still haven’t had any responses. I ordered a piece for my washing line as I am unable to use it back in March and some other things the order was delayed fine but in April I received some one else’s order totally different items one being a long and bulky item that is taking up space in my house. I have tried emailing no answer. I spoke to a store they said I couldn’t return it as it’s from head office. I told them I can’t get through to them they said there was nothing they could do. It’s now mid May two months on and I still can’t use my washing line.”

Helpful Report

Posted 4 years ago

“Again like all the other reviews disgusting customer service!! I realise with what is going on that things are being delayed I understand but I have not experienced this with any other company! that you are unable to make contact by phone and yes ok you can send an email to contact them but the frustrating thing is that was more than 5 weeks ago and still haven’t had any responses. I ordered a piece for my washing line as I am unable to use it back in March and some other things the order was delayed fine but in April I received some one else’s order totally different items one being a long and bulky item that is taking up space in my house. I have tried emailing no answer. I spoke to a store they said I couldn’t return it as it’s from head office. I told them I can’t get through to them they said there was nothing they could do. It’s now mid May two months on and I still can’t use my washing line. 😡😡 will never use Homebase again.”

Helpful Report

Posted 4 years ago

“Total lack of customer service. Ordered 31/3 . My online order was duplicated and payment taken twice. No support to sort this out. Paid £12.50 for delivery. Waited on date I was given. No delivery. Generic email no help. Tried emailing CEO have had one refund still waiting for the other. Zero customer service and in breach of consumer rights 2015. Despite unprecedented circumstances no other high street company offers this non existent level of customer service. Do not shop here -I will not in future .”

Helpful Report

Posted 4 years ago

“My order tookfour weeks to arrive two tins of paint boxed,when opened both lids partly off good job they were in polythene bags as paint was leaked tried to phone just cut off tried e,mail came straight back saying been stopped ,disgusting service.”

Helpful Report

Posted 4 years ago

“I ordered 7 items 44 days ago, 1 item received damaged still awaiting the other 6. Sent various e-mails all unanswered. Cannot contact by phone. Absolutely disgraceful and in reality not worth even 1 star”

Helpful Report

Posted 4 years ago

“Placed an order for 2 tins of paint which was due to be delivered within 10 days, I knew it would take longer due to current circumstances but not this long. I received one tin and I'm still waiting for the other tin 36 days later, don't want to order from elsewhere in case I end up with 2 tins which I can't take back to to the store as the nearest one is a days travelling plus overnight accommodation. Phone number given does not exist!! Sent off 3 forms to complain and got back the usual standard email saying they are working on the deliveries. The Customer Service Dept is a joke, will never order from them again.”

Helpful Report

Posted 4 years ago

“ordered paint 6 april promised within 7 days - sent numerous emails to try to find out where it is, they said delivery 28 april that came and went. COuld not wait any longer so sourced product else where and then cancelled my order through their website on 7 May. asked for a refund, they say they refund within 7 days. My product turned up today 17 May - something I cancelled still no refund. They say if wanting to refund then take it back to the store, my nearest store is 20 miles away - totally wasting my time and petrol. Been onto the nearest store website - they say they are not doing refunds at the moment. so here I am out of pocket and unable to get a refund - what on each do I do ? there phoneline does not work - how convenient and they have my money they are not refunding at the moment - how convenient again - I will never ever order from them or go into their store to purchase - please do not fall victim like myself and many others - total unacceptable 'service'”

Helpful Report

Posted 4 years ago

“I bought an air conditioning unit from Homebase Romford few days ago. I realised that I bought the wrong one as it had an exhaust hose. I actually needed an evaporation cooler. I went into the store today 17th of May to return the item and ask for a refund. Having queued up for over 35 minutes due to social distancing guidelines, when I eventually got to the entrance, a Paul who works there then told me that they are not processing refunds/returns and he does not know when they will commence. This is very poor customer service. It is ridiculous and diabolical. B and Q round the corner is processing refunds/ returns. What’s the hype with this store.Such a shame! I want my money back.”

Helpful Report

Posted 4 years ago

“I ordered items at the end of March with an indication delivery date of the 1st Sunday in April... paid £12 for delivery.....no delivery....I then received part of my order a couple of weeks later. I cancelled the rest of my order late April (24th I think) and requested a refund for undelivered items...no refund, no reply and no way to chase. Not impressed and will not use again I'm afraid.”

Helpful Report

Posted 4 years ago

“If I could give no stars I would. The whole situation is a shambles. I have 10 emails to and from homebase about an order. I wanted to ensure that I received two 2.5 litre tins not one 5 litre tin. Received one automated email then I replied. Received another and replied. On and on. They're just not responding to them. After two weeks of waiting I cancelled the order, received an acknowledgment of cancellation. The following week an automated telephone call to advise my order was on its way. Frustrating or what? Customer service phone number from their website is met with "this number does not exist". All other phone numbers, including the press office, go unanswered and the message boxes are full. Finally I rang the local store and was met with a helpful employee. According to the system my order was pending, not cancelled!!! She took ownership and cancelled it on the system. While waiting for my refund to show up on my statement I had a phone call from the local shop to say my order was ready to collect (I had paid £6 for delivery). It turns out it was ONE 5 litre tin, just what I didn't want. That shop assistant was able to authorise the refund so now, 4 weeks into the saga I finally have my money back. It's a disgrace that the company should leave its frontline staff handling complaints about online issues when they are busy marshalling the queues, ensuring safety inside the shop and serving customers. I always liked Homebase but this experience changes that.”

Helpful Report

Posted 4 years ago

“10 weeks and still no update on our delivery”

Helpful Report

Posted 4 years ago

“So disorganised and completely over the top with the covid situation. There is still room for common sense. Could learn a thing or 2 from B&Q.”

Helpful Report

Posted 4 years ago

“I'm sorry but Homebase has totally let its customers down regarding online orders. Why promise a fast home delivery service when obviously they were not in a position to fulfil their promises. Have been waiting for an order for approx 5 wks,after 3wks requested a refund.2 wks later have been told that my order cannot be cancelled and I have to return it by post or to a shop when lol it arrives. Not a happy Customer Homebase!!!!!”

Helpful Report

Posted 4 years ago

“Hi, I placed an order over 5 weeks ago, which their web-site stated delivery will be made with in 7 days. They taken my money from my account as soon as the order was placed. Having sent lots of chasing emails I am still awaiting for a confirmed delivery date. Really poor experience with Home base......”

Helpful Report

Posted 4 years ago

“Awful company. Refusing to refund my money after item was returned to them.”

Helpful Report

Posted 4 years ago

“Ordered paint 5 weeks ago still waiting. No reply to emails. Phones have been disconnected. No way to get a refund- disgusting. Reporting to trading standards”

Helpful Report

Posted 4 years ago

“I placed two orders , the first on the 6th April , part of the order did arrive ( took longer than expected ) but as of today May 15th , I am still waiting for part of this order .My second order placed a week later has just not arrived at all .... delivery was stated as WITHIN 21 DAYS , with a follow up email confirming that the delivery was going to be on time . I have sent several emails to customer service to be responded to with just a generic message , and to add insult to injury two days ago I received a text message from DHL informing me I would receive a delivery from Homebase the next day ...... it did not arrive . Having spoken to DHL today they informed me that in fact they could not deliver as the item was not in stock . ALL these items were shown as in stock when I placed the order .Homebase have taken my money and not supplied the goods let alone replied to any messages , this is shambolic. We all know what a difficult time this is for everyone , but I have ordered goods from other large retailers who have delivered within the time frame and kept me updated .”

Helpful Report

Posted 4 years ago

“Due to Coronavirus situation I decided to order my new lawn mower on line for delivery to avoid leaving the house. Apparently Homebase have stopped this service so I tried click and collect instead. This service has also been suspended. So I wanted to check my specific item was in stock in my local store. This service has also been stopped. I decided to drive to my local store in Selby to get my item. Having had to wait outside for 20 minutes in a queue I finally got in the store. My lawnmower was out of stock! What a complete waste of my time. The idea is less people leave home unnecessarily to save the NHS. I think Homebase need to address their total lack of respect to the NHS and forcing people to visit their stores when they may not even stock items you want. Homebase if managed efficiently should be booming, instead they will probably be saying profits down and due to the virus laying people off or even closing down stores. Come on Homebase get a grip, companies like Morrisons for example are booming with click n collect, deliveries etc, why cannot you do the same.”

Helpful Report

Posted 4 years ago

“I placed an order for goods totalling £167 with Homebase on 10 April 2020 and was happy to wait the 10 day delivery window stated - as an NHS employee, I am acutely aware of how coronavirus has impacted everyone. I wasn’t very happy with being charged £6.00 for a named/next delivery given they could not deliver next day or name the delivery day, but decided to tackle that later. Apart from two generic “sorry we are running behind” emails, nothing. So I waited and then gave up. I emailed to cancel the order and request a refund in line with the instructions in their website. Nothing. Followed it up a week later with a further email. I then got a confirmation email that they had merged my first email with the second, but no answer to my request. I have emailed twice more. No response, no refund. I dealt with B&Q in the interim to get the items I wanted. Not only were the items cheaper there, but the staff were really friendly and helpful - an absolute pleasure to deal with, If I could give this review a minus figure I would, but a zero as a minimum. Homebase are completely incompetent and should have closed down to online orders a great deal sooner than they did as they do not have the systems or basic ability to manage - just greedy. Took my money instantly, but failed to provide the goods and a refund is still outstanding.”

Helpful Report

Posted 4 years ago

“I HAVE HAD NO ANDWER TO ANY EMAILS. THERE IS NO CONTACT NUMBER. NO RESPONSE TO A REFUND REQUEST...I placed my order over a month ago and was told it would be with me in two weeks, then I was told it would be with me by May 4th (4weeks after the purchase date) and it is still not here. I've had no update and no one is replying or answering to anything!”

Helpful Report

Posted 4 years ago

Homebase is rated 1.9 based on 945 reviews