Homebase Reviews

Name: Homebase
Rating: 1.89

1.9 Rating 946 Reviews

21 %

of reviewers recommend Homebase

Company Reviews

Questions

Metrics

1.9

Based on 946 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

“After spending over a £1000 on internal doors I contacted them to enquire what was happening as the 5 days of expected delivery had passed and I had heard nothing. I spoke to someone called Amy who said it was 5 working days and it would probably be Thursday. I pointed out that it did not say this and that I would have still expected to have heard something to arrange a delivery time slot and she was very disinterested when she said there was nothing they could do as the company was closed and I would have to call back the next day after 9. I pointed out that I had spent my lunch hour that day trying to get through to them and a further 30 mins on this call. Again not interested. Asked to speak to a supervisor, Ben, who was quite argumentative when I said I would be billing them for my calls and time. Anyway I eventually got a call back arranged which happened the next day and I was told the doors would be delivered the next day at 10 am but that someone would call me the next day when they were on their way. I enquired if there would be any issues with the stairs leading to my house I was assured that there wouldnt be. They didnt call and turned up at 9.15 without warning and refused to deliver and only my young step son was in. The delivery driver refused to take the doors up to my house at first saying it was company policy and then later saying "I just couldnt be bothered carrying them up the stairs". Instead he put my new oak doors in my garage which is very damp due to it being dug out of the garden and having a leak. I called and spoke to Jane at the resolutions team who said she would investigate but didnt. I then received a message saying if the doors had been delivered they would send me a £30 pound home base gift voucher (by this point I was nearly crying with laughter) which I didnt want. due to the delays my joiner had to move onto another job so I called to tell them this wasnt good enough only to be told again that someone would call within 24 to 48 hours....they didnt but said they did. So I contacted them on Facebook and then was told they had called so I sent them a screen shot of my phone call list to prove this was not the case but they still argued with me and would not confirm a time slot for the call ie that day the next or next week. They ignored my questions and everytime I asked them to give me a rough idea they would send me a message that didnt answer my questions. This was Tracey and Lorna at the resolutions team. They were supposed to be sorting it out but were making the situation worse. They were obstructive and patronising responding with comments like "im sorry you feel that way" which isnt an apology at all and puts the responsibility back onto the customer. The hours they spent private messaging me yesterday someone could have called but again they didnt so messaged no call received and got a message back saying someone would call me asap....they didnt. So I waited again all day today and no call. So I messaged again and was told that it would be likely be tomorrow but I cant take anymore calls in working time so god knows when i will eventually be called but I suspect they are avoiding it as I have requested a refund. I also pointed out that they were treating me like I was stupid and I received a very argumentative message back from Tracey at the resolutions team. So 11 days after order and 6 days after first contact I am no further forward and still waiting on being called back. I am absolutely raging to say the least.”

Helpful Report

Posted 9 years ago

“Purchased table and chairs on line 3wks ago, i recieved a call about a week later stating my delivery details etc 7/12/15 . On sunday 6/12/15 i recieved a msg stating my deliverly slot 0930/1130. Around 1030 that day got a msg saying unfortunately unable to deliver table/chairs due to adverse wheather conditions , call this number ------ called the number to find a technical fault on the line. I rang customer services after 25 minutes of geting through i was told these werent in stock , i spoke to manager to be told i could get this item 8 days later, and all they could do was apologise . I will never use homebase again total inconsiderate company when you have paid for your items and deliverly charge, they tell you a pack of lies utterly disgracefull”

Helpful Report

Posted 9 years ago

“Ordered & paid for a dining table & chairs on 21/11/15 delivery to be 26/11/15 between 10 and 2.00pm. made arrangements to be in & then delivery changed to 03/12/15 between 12&6.0pm. arrangements made to be in for delivery no delivery.30 minutes on phone to be told not being delivered next delivery 15/12/15. asked why had not been notified no reponse.asked for number of complaints dept. told they had not got one.asked to speak to manager told she was on phone.said i would wait to talk to her when she was free this was not possible. money taken no goods no customer care beware buying from this company in fact go to b&q.”

Helpful Report

Posted 9 years ago

“Absolutely the worst customer experience in a long while. Basically its so difficult to get hold of anyone to rearrange delivery. Automated response saying cant deliver on date agreed so please call. Tried several times and waited for ages and gave up. Was called by Homebase numerous times - again an automated system - choose 1 to wait on line for an adviser - after frequently trying this for 5 minutes at a time . Gave up. Will visit the Homebase store in Weston-Super-Mare wher made the order to see if they can help! My job Title is Customer Engagement Manager and I spend my life ensuring customers get the best possible journey. I'd be happy to offer Homebase my assistance - it would be money well spent and I am sure customers would be happier and then potentially recommend , refer , retransact and Homebase profits would grow !! Will I ever want to go through this experience again ? I wonder ?”

Helpful Report

Posted 9 years ago

“Without a doubt the WORST CUSTOMER EXPERIENCE I HAVE EVER HAD with any company. Ordered product on Sunday, with next day delivery promised. Waited in all day, and it doesn't arrive. Receive text from Argos (I have no idea why) telling me when my item would be delivered the following morning, but the item had a completely different order number. Rescheduled delivery 3 more times. It eventually turns up (late, of course) 3 days after I expected it. I've selected 1 star, but really Homebase/Argos deserves 0. Truly awful service. You're better off spending your money elsewhere!”

Helpful Report

Posted 9 years ago

“We ordered a kitchen from Homebase Inverness and from visiting the Store we found Danny MacDonald to be very efficient and helpful. The Kitchen fitters were Ashley Dickenson and Paul and we cannot speak highly enough about there workmanship and a pleasure to have working in the house, would certainly recommend them. Rhona Morrison”

Helpful Report

Posted 9 years ago

“We made the mistake of ordering a new Kitchen from Homebase. We were cash buyers but we're not told by the Sales Manager that they would want cash up front.We turned up for the final meeting after the fitter had been round and had corrected the errors the salesman had made to be told they wanted paying that day. I did not have the money ready so was talked into a finance arrangement with Barclays Finance. Then had trouble trying to pay it off when the fitter had finished. In addition the the Salesman had ordered twice the number of wall tiles needed and too much flooring, when we took them back we were told we could not have a refund, only a credit due to the finance arrangement. We had been assured by the Sales Manager that all problems would be corrected by the time fitter had finished but not so.Hob did not work properly from day of fitting, now been waiting over a month for replacement. Was promised stock would be in this week, today told it will be at least another week. Sick of ringing their helpline and being promised calls back to let us know what was happening,only had one call back and that was to tell us of another delay.I was given mobile number of Area manager, she does not answer the telephone and does not respond to messages left on her phone. Should not have placed order in first place but kitchen did look nice. Their fitting charge is very expensive and the fitter does not get paid anywhere near what they are charging. The only redeeming feature was that we had a very experienced and competent fitter who did an excellent job. No more Homebase for me.”

Helpful Report

Posted 9 years ago

“Will never order from homebase again they use Argos to deliver but don't seem to communicate with each other. Looks like the third time of delivery is not happening again. Now into 2 months of waiting for delivery. Going to Have to cancel they've had my money for 2 months good way of making money !”

Helpful Report

Posted 9 years ago

“NEVER again would I use Homebase to replace my Windows/Doors/Kitchen/Bathroom or Toilet, yep I used them for all that work and every single aspect of it they have messed up. The work was due to be completed May2015 unfortunately we are now in November 2015 and still the work is not complete, issues have included but not limited to the builder leaving us with half finished work, glass being found in my bed. Stay well clear they are useless, I have even wrote and e-mailed the Managing Director Echo Lu and had nothing back from her.”

Helpful Report

Posted 9 years ago

“Ordered a Sofa and chair for my 80 year old mother on the 30th August was told it would be delivered within 4weeks. A week before delivery I was emailed to say there was a delay and the new delivery date was 30th October and I would receive confirmation of the time before hand. Due to them assuring me the delivery was still scheduled on time I arranged and paid for her old sofa to be collected. I received 3 emails on the 29th to say delivery would be the following day between 9am and 11am. At 11.30 I rang them, finally getting answered at 12 to be told it's running late but will be within a couple of hours, at 3pm I rang once more this time waiting 25minutes for them to answer, this time I was told there running 5 hours behind but they will definitely deliver as they deliver up to 8pm and will ring me an hour before arrival.At 7pm I rang again once again waiting 30 minutes for them to pick up, only to be told there was a system failure and no delivery ever left the warehouse, they can next deliver on the 16th November. They honestly didn't care that my elderly parent had no furniture to sit on, in fact one of them actually said to me "my nan is 97 with dimentia but that's personal and don't want to discuss her" what that had to do with this I have no clue. I have cancelled this order and I can't emphasise enough how disgusting Homebase are. Please do not waste your time and money on them.”

Helpful Report

Posted 9 years ago

“Required a new drill as old one packed up, batteries were good so ordered same drill to go with the batteries. Luckily it was in the new brochure so ordered it on line. Was in stock so got it sent to local Cardiff store. Recieved email saying pick from store after 1200 the next day. Went to store the next day only to be told from the person running the customer service desk that it wasn't delivered and the process is that they will ring when it is in. Have just been up a week later to be told it is still not in. The web site states if you want to cancel your item go to the store. Store cannot do anything with on line orders. Was told to ring the customer service department. After waiting for 22 mins with no reply gave up and wrote email instead. Very unlikely that i will see the drill or the money. They should at least take the money when they dispatch the item or better still when you collect from the store. In this day if the store wants to compete with the likes of Amazon and web based firms they need to up their game other wise i feel that we will be seeing on the news about another big company going bust. Given the amount of bad reviews about Homebase on the web they are obviuosly not worried about their business or just don't care”

Helpful Report

Posted 9 years ago

“Battle with Homebase delivery- nightmare to say the least!!!! Ordered full kitchen a month ago which actually arrived on time within a week very pleased initially however one of the kitchen cabinet door have to be replaced due to miss measurements. so, I contacted Homebase explain situation and they arranged to exchange the door and then had a phone call within 48 hours notify me my item will be delivered the next day and someone will be calling me 1 hour earlier so I waited and also had my kitchen Guy on standby -this was last Thursday , but , surprise surprise it did not arrive. I contacted home base again they said they had troubles with delivery but it will definitely be gdelivered next day( last Friday), again it did not arrive. one of the customer service representative named Sean said the item was delivered to the neighbours however this was not the case and the manager arranged for the item to be delivered next day delivery via dhl (last Saturday) surprise surprise again it did not arrive. for the past 2 weeks they said ' it will come the next day'-nothing !!!! dince then I have been paying my kitchen fitter to come down and finish the job . this has left me out of pocket still with no means of explanation as to why my item has not arrived. It has now been 2 weeks as we speak with since they said it'll be delivered next day. It seems like even the managers were not able to actually tell me the whereabouts of my item and why it has not been delivered.... still waiting with no one offering any solution and compensation beside ' a sorry for your inconvenience ' -doesn't do it for me. Based on my experience, I would stay away from their telephone and online ordering to avoid costs and your time. one note ignore those text messages saying your item is due to be delivered tomorrow -a lost automated message in my eyes. Natnael Berhanu Bekele.”

Helpful Report

Posted 9 years ago

“Ordered paint and wallpaper from Homebase and paid for delivery. Received an email informing me that my order would be delivered two days later by Yodel. Great I thought except when the delivery driver arrived he was from APC and had 1 tin of paint. An hour later Yodel turned up with an opened package containing rolls of wallpaper, fortunately no damage and no tins of paint. On phoning Homebase customer service I queried why so far my incomplete order has been delivered by two companies and ask where the rest of my order was. I got the distinct impression that the Customer service rep had heard it all before. He informed me that the paint was coming directly from the suppliers but would refund postage for the delay and lack of communication. Two tins of paint where duly delivered one damaged and leaking, customer service again reacted as though this was par for the course and apologised and told me another tin is on it's way. Never again will I use Homebase.”

Helpful Report

Posted 9 years ago

“"In stock" doesn't necessarily mean "on the shelf". I needed a new toilet seat quickly and saw that my local Homebase in Stanway had 3 in stock of the one I wanted. I reserved one on line and received an e mail stating I could pick it up after 1pm the same day, good! As there was 3 in stock and I didnt want to wait till 1 pm I went to the store to find that there were none were on the shelf at all. Customer Services told me that they had not been unloaded from the consignment delivery and were not available to buy at the moment. I said I would wait till 1pm as I needed it urgently to which I was told that it probably wouldn't be available to buy till the next day as it was a big delivery due to Christmas stock arriving. I had a wasted journey that day and would be very wary of checking stock on line as it doesn't always mean you could actually go and buy it that day. I was told that Homebase is part of the Argos Group but I have used Argos many times and checked their stock and it has always worked perfectly. I will not be using Homebase again.”

Helpful Report

Posted 9 years ago

“I purchased Laura Ashley paint to renovate my kitchen table & chairs. It is useless. It didn't last long before there were scuff marks all over. Very poor paint. Don't buy. I have redone it all with Dulux satin.”

Helpful Report

Posted 9 years ago

“Ordered an armchair from Homebase. The earliest delivery date they could give us was 2 months away. We decided to book it and now have received a text to say they can't deliver on that date and the next date is another 2 weeks away. We've decided to cancel the order and are now in the process of trying to get a refund as we need to take a trip back to the store to do that in person.”

Helpful Report

Posted 9 years ago

“The worst company I have ever dealt with. Ordered Sofas on 4th of August, delivery in early September, fair enough. Got a call one week before delivery date, they can't make it. But it will be after another 2 weeks. Got another call few days before second delivery, they can't make it either, so the next delivery will be on 8th October. Got another call week yesterday, they can't do it on 8th as well.. and that's the time I totally lost my mind. Every they told me this time it's confirmed delivery, and every time they said it's because of delay from supplier. Homebase is by far the worst company to deal with. I have to wrote them an email showing my frustration and asking for cancellation of my order, they do kept my money for all that time they were unable to deliver. Don't know how many others have similar issues and they might have kept their money to.. Not sure if Homebase of another business for short term loan or kind of loan shark. If you take £1000 short term loan you know how much interest they going to charge. Homebase might have millions in their accounts for months without delivering products to customer.. might be making good money on that alone. Avoid homebase like a plague if you buying furniture from them. A friendly advise.”

Helpful Report

Posted 9 years ago

“Utter Rubbish! Ordered multiple bedroom items online and received a call the next day to arrange a delivery. My first issue is that it would take 16 working days for my goods to be delivered. I questioned whether it can be done sooner which the answer was "no". I asked will that be all my goods delivered on that date and I was told "yes". Started receiving text messages from Yodel the delivery company and I received one of my flat packs after 3 or 4 days, a chest of drawers. I built it and and noticed damage the furniture had. As I already completed the build I couldn't be bothered to go through hassle of getting it changed so just accepted it although I was annoyed! I then started receiving delivery of other items I ordered on 2 other occasions those being curtains and bedding. This was now 3 different deliveries for what should have been delivered on the same day! A few days past and I received a text message the night before the planned delivery of a wardrobe (4th item) I ordered! When it came the box was in bad condition and I refused delivery as I didn't have confidence that my furniture would be in good condition. I contacted the call centre to make a complaint and found myself being passed between different teams! There's a team for beds and a different team for chest of drawers and wardrobes! Madness! I was told that a replacement wardrobe could be arrange however they were out of stock and couldn't give me a date of when there would be stock. I was fed up by this point and requested a full refund and cancelled my orders which they arranged but obviously I couldn't cancel my bed and mattress item with the wardrobe and chest of drawers team could I? Was passed to the right team to arrange that refund! F ing ridiculous!! If you want a crap service then use Homebase!”

Helpful Report

Posted 9 years ago

“I called into my local store in Horwich and on the way in I saw a sideboard that had been reduced in the sale. I asked a member of staff if they could check the stock levels as I would need to go back home to measure the area I wanted it to fit in. I was told to go and check at customer service which I immediately did. I went over to customer services and told her that I had been sent over for her to check availability . I was met with a raise of the eyebrows and a lot of huffing and puffing. She asked me if I had a product number for her to check, to which I replied ' No, but it's the one as you come into the store'. I was then met with more huffing and puffing as she went over for the product number. After a few minutes she came back saying that someone was on the computer and that she couldn't check but I could order it online. I asked her for the product number so I could check online to which she replied ' I have just told you, I don't have a number ' ?? I replied that she told me she couldn't get on the computer, not that she didn't have a number. This lady in question just couldn't be bothered and made it quite obvious that it was too much trouble , both with her facial expressions and attitude. I replied ' thank you for no help whatsoever ' and left the store. I then looked online for the sideboard only to find that it wasn't reduced , which was extremely annoying. If there are any managers reading my review , things like this need to be addressed. What is the point of employing people in customer service if they simply can't be bothered, give the job to somebody who is actually interested in providing an excellent service!!!!”

Helpful Report

Posted 9 years ago

“I went to the Ipswich Store with an enquiry about the bathroom suites on the 1st floor, with interest in purchasing from a catalogue i had collected instore and after hunting down and then eventually finding someone busy chatting with another colleague, i was instantly sent off to get what i wanted off the shelf! So binned the book and left! No wander these shops struggle, purchased the whole suite instead of part goods elsewhere for more than a few hundred pounds in someone elses profit margin.”

Helpful Report

Posted 9 years ago

Homebase is rated 1.9 based on 946 reviews