Homebase Reviews

1.93 Rating 847 Reviews
22 %
of reviewers recommend Homebase
Merchant Metrics
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over A Month
On-time Delivery
Greater than 38%
Accurate And Undamaged Orders
Greater than 58%
Customer Service
Communication Channels
Live Chat, Email, Telephone
Queries Resolved In
Over A Week
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Email:

order.enquiries@homebase.co.uk

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Homebase 1 star review on 17th October 2018
Jon Dale
Homebase 1 star review on 17th October 2018
Jon Dale
Homebase 1 star review on 10th December 2017
K Penney
Homebase 1 star review on 10th December 2017
K Penney
Homebase 1 star review on 10th December 2017
K Penney
Homebase 1 star review on 10th December 2017
K Penney
Anonymous
Anonymous  // 01/01/2019
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 6 days 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 2 weeks ago
Terrible experience! Promised my delivery for the weekend afyer my order. No show 4 times, useless customer service. Indian call centr. No help 2 weeks later still waiting and eventually turned up but not phone calls, no communction. Everything I had to chase and cost me lots of money. Will never use again and if you value your sanity, stay away from this micky mouse company, that cut every corner and use a Terrible delivery service. Zero stars and I will be taking you to the small claims court for loss of earnings!
Helpful Report
Posted 3 weeks ago
Excuse after excuse, lack of customer care, no procedures in place to handle complaints. Really really really poor company. Ordered crates for moving house with plenty of time. They charged me and DID NOT SHIP THEM. They then tried to blame DHL rather than taking any responsibility, they don't get it, I didn't have a contract with DHL, it was with THEM. Then they won't refund money without a 3 day delay, yet they're happy to take the money INSTANTLY. When you absolutely need anything, ensure it's not from HOMEBASE!!!!!!!
Helpful Report
Posted 4 weeks ago
Ordered paint online and booked a decorator to start the following day. Order did not arrive and after talking to customer services was told l would have to contact DPD as they were delivering the order. DPD informed us that they were unsure when the order would arrive due to a backlog. Decorator had to be paid as he had turned other work down. Order from this company at your peril.
Helpful Report
Posted 1 month ago
Ordered garden furniture that was in the sale to be delivered on 15 October. Was text by DX the night before to say delivery will be between 10:15 and 12:15 on the day. No delivery, DX website showed goods hadn’t even been despatched for delivery. Emailed Homebase customer service, received a polite email back but no action. Spoke to DX said they could not contact the Doncaster depot so no answer there. This went on for a week, left in the dark about when goods may arrive! Homebase kept saying next couple of working days but didn’t know really. A week of lip service but that was all until I managed to get in touch with a DX employee who said goods were damaged in transit and being returned to Homebase and I was to contact Homebase to sort this out. Homebase sent an email later saying the same and that they didn’t have anymore stock but have refunded my money. Well I now at least had an answer. I don’t advise paying upfront for anything , who knows how long a company can last operating on this basis. I have said they need a dedicated Customer Service Delivery team who work very closely with their Carriers so they can inform their customers immediately of any delays to shipping. They both have the capability to say when delivery is to take place so why not use that system to inform when it’s not? This at least keeps customers in the picture. Are we all expected to part with money, not know when to receive goods, stay at home thereafter the order for weeks in case of a delivery. Cancel work and appointments ? Come on Homebase get real! I will not be ordering anything online again. Shame Homebase used to be the store to go to in its heyday, what happened?
Helpful Report
Posted 1 month ago
We have just spent 8k with Homebase on a kitchen, I really wish we hadn’t. 1. Delivered kitchen without sink and tap, only to be told when chased oh it will be delivered in another months time. 2. Told by the store manager the delivery company don’t care if you have paid 50p or 8k for your kitchen, when tried to chase a delivery date 3. When chased for refund on sink and tap was told repeatedly about internal Processing and it took 2 weeks. 4. No fixes or fittings received with kitchen, maybe it will hold up in thin air! 5. Damages to assembled units knocks and bumps Overall very very disappointing 6. Told by the branch manager to complain again when kitchen fitted, he’s not bothered even to reply to the first one
Helpful Report
Posted 2 months ago
Shocking, preferred 2x simple storage boxes no delivery on two separate occasions the automated call service is shambolic but if you hold the line for long enough you will get through to a person but language barrier is awkward and I’ll equipt to deal with queries so confirmation emails were requested for a full refund and authorised to only receive half a refund and back in the phone and another wait for remaining balance to be received. Since order placed we are in our 6th week with no storage boxes or refund . Use Argos instead !
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Posted 2 months ago
First time of buying online from Homebase and will be the last. Major problems on delivery of items, to required times and no proactive contact to keep customers aware. Proceed with caution.
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Posted 2 months ago
CONGRATULATIONS Homebase!! Yet another disatisfied customer. Ordered wheelie bin storage for guaranteed delivery 9th September....surprise surprise....it did not arrive. After taking a day of work and waiting in all day with no communication other than phone calls to customer service at my expense. If Homebase have taught me one thing it is to always read reviews before purchase. I will never purchase online or visit a Homebase store ever again.Awful customer service.
Helpful Report
Posted 2 months ago
Three times now I’ve received the wrong items ordered online. Impossible to get any sense out of customer service which appears to be in a cave in the centre of Calcutta. I’m seriously out of pocket and have lost the will to live. Totally appalling service which seems to be run by idiots.
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Posted 2 months ago
Spent over£350 on internal doors one was too big so tried to arrange for a pickup and swap, was told that as it was not over£40 could not do it. Was told to take it to nearest store(40 miles) with no car even though I explained it was bought online. Not very good service. Have always used homebase but after this negative experience will go elsewhere.
Helpful Report
Posted 3 months ago
you looking for kitchen worktop...AVOID this store like the plague. ..people DON'T know what they are doing here.. get told one thing by one person one day..that we can buy a worktop and get it cut to size but Delivery in Mid September even told a price of £190.then went in next day (after checking the sizes) to order, only to be told can't buy unless we buy their expensive whole kitchen... Luckily this store closing next year and good job. If I could have left no stars would have
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Posted 3 months ago
They're hilarious. If you love wasting your time at a store, then this is the one for you. Yesterday 11/8/21 @ 1200 there were 11 people waiting to pay and NO ONE!! at the tills. I kid you not....you just couldn't make it up. I usually walk out and go elsewhere but needed the items urgently and this store is local from me. Yet this company hasn't gone bust. Obviously just bad management, i could do a better job!
Helpful Report
Posted 3 months ago
My first time ordering online from homebase.... And my last! I ordered 6 items, paid for next day delivery, and to date, have only received two items. (These were NOT delivered the next day and I had no email informing me that they were going to be delivered.)... Luckily, I was home. I received my bin which had a huge dent in it, and a clothes airer that was all bent! I still haven't received my other items despite calling customer service 3 times. I babe now cancelled the remainder of the order due to the fact it's been over a week! I wish I'd read the reviews, because I always check trustpilot usually! I didn't feel the need to as homebase is a big name... But it turns out, that means nothing! I wouldn't order from here if I were you!
Helpful Report
Posted 3 months ago
Absolutely appalling customer service. Bought an outdoor rattan settee a few months ago and it is coming apart and sagging in the middle,after very little use. I have been told by their CS to take this assembled settee back to a store to be inspected at a huge cost to myself. Very rude replies which take days to arrive. Avoid where possible
Helpful Report
Posted 4 months ago
Purchased a garden table and chairs on click and collect. Discovered on unpacking the fixings were missing and also the top of the table was damaged. We were told they could not replace the table as it was out of stock but the fixings were ordered. However these never arrived so we agreed to purchase our own fixings from another DIY store and Homebase agreed to give use a discount. We were initially offered £20 which barely covered the cost of the fixings. It has taken many phone calls and visits to the store to get a more realistic discount. The poor quality of the product, manufactured by the same group as Homebase, and the poor standard of customer service especialy in store has put us off shopping at Homebase again and we would not recommed them to others.
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Posted 4 months ago
Visited Homebase in Newton Abbot 2 weekends ago, we are looking to replace our worktops, sink, etc in the kitchen. Bearing in mind the current situation across the country with COVID19, we were extremely disappointed to see that the kitchen department was disgustingly unclean, dirt and dust was thick across the worktops it actually looked like it had not been cleaned since the onset of COVID last year! And there were no less than THREE employees sat doing nothing!! Whilst walking through, i noticed a few smaller worktop samples in a unit made to display these, which we decided to have a look at on our way out. I was baffled when one of these 3 employees decided to advise us that 'those worktops are extremely expensive as they are solid granite'. This was totally rude and offensive, this bloke had no idea who we were, what we could afford or anything. I would have expected a 'sales person' to offer advise, guidance, see what we were looking for, understand budgets, etc..... but NO, just rudely and arrogantly implied that we couldn't afford the items! SHOCKING!! Would and will avoid in future - DISGRACE.
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Posted 4 months ago
Awful customer service. Damaged item have not been replaced or rectified. Constantly chasing them up for a return this have been over 4wks now. Will not be buying from here again
Helpful Report
Posted 4 months ago
Worse company I have ever used .waited 3 weeks to get my order and it never turned up. After i contacted customer service twice last week and being told it would be delivered by the 14th.I had to contact them today to be told it was not getting delivered until after the 21st ,what a way to treat there customers, will never order from them again
Helpful Report
Posted 4 months ago
Homebase is rated 1.93 based on 847 reviews