Homebase Reviews

Name: Homebase
Rating: 1.89

1.9 Rating 948 Reviews

21 %

of reviewers recommend Homebase

Company Reviews

Questions

Metrics

1.9

Based on 948 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 12%
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

Visit Website

Phone:

ph:+44-34-50778888

Email:

order.enquiries@homebase.co.uk

Write Your review

Tell us how Homebase made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Tried calling Homebase, Truro, to check their stock on some Farrow and Ball paint. After I navigating their telephone options system I was cut off after 3 rings having spoken to nobody. This happened 5 times over the course of an hour. Simply pitiful Customer Service. No wonder they are closing stores.”

Helpful Report

Posted 9 years ago

“Very rude and unfriendly staff, the member of staff named Wendy at the norwich store should have a lesson in customer service, or even just a lesson on using manors would be a start, very disappointed at her foul mouth how she talks to customers especially as young children were about. She should not be aloud on the shop floor, and worse she was serving at the tills.”

Helpful Report

Posted 9 years ago

“Just like to say I received excellent customer service at the Berwick upon Tweed branch on Sunday morning by a shop assistant called Kirsty,I was only after a lampshade but she really went out of her way to track the one I wanted down,it wasn't even an expensive one so 10 out of 10 for your customer service”

Helpful Report

Posted 9 years ago

“Ordered a kitchen back in 2011, good service at the time, but BEWARE if you have not paid home base direct for everything and I mean everything and have gone with their recommended subcontractor who does fit the kitchen to do extras like flooring , plastering or anything else bewareif there's a problem they will not be interested. Thanks homebase”

Helpful Report

Posted 9 years ago

“We ordered new kitchen from Homebase. The hob they supplied is faulty and a month later we still do not have a refund or replacement. I have called customer services numerous times. Every time I call the 'Director's office' they give me an excuse as to why they can't speak to me at that time and tell me I'll be called back the same day, yet no call back is ever received. The product is faulty, it doesn't work, and they are doing all they can to avoid refunding it. In addition: - The appliances were not delivered on time with the kitchen units as promised. - Homebase supplied an excess amount worktop, cupboard sides and plinth, despite having the correct measurements. When we organised to have the surplus items collected they went to the wrong address and a whole day I had to take off work was wasted (they will not give you more specific delivery/collection times than an entire day during the week). DO NOT USE THIS COMPANY”

Helpful Report

Posted 9 years ago

“I've ordered 3 pieces of rugs online a few weeks ago. After paying by credit card I had the confirmation. The email specified that they will let me know about the deliver date shortly which I never received. Had to call the store to find out what happened as I needed the rugs. To my surprise I found out that they didn't have the rugs in stock!! I was shocked to hear that. They never say the item is out of stock!! They charge you, you're waiting for a delivery and after a good few weeks when you ring you realise that you can't have the item as it doesn't exist!! I had to wait another 2 months to have it, but still there was no guarantee. I was so annoyed that I had no other choice but to cancel the order. Ive made a complain and wanted to talk to a manager. I was put on hold for 20mins and the lady told me that they are very busy and I have to wait longer so I did and back the same message, I told her no wonder why they are busy and not being able to talk as there might have been 100s of others unsatisfied customers waiting for answers. Finally she told me that one of the managers will calle back and it will take 24hours which I never got a call back. What a shame and a service that they provide to the customers. They don't even deserve a single star.”

Helpful Report

Posted 9 years ago

“Appalling customer service and was intimated by a male member of staff when visiting the store alone. Complained to the manager but was told it was my word against his and said he was at a loss about what I wanted him to do about it. Take your hard earned money elsewhere.”

Helpful Report

Posted 9 years ago

“So far I have received five (5) broken delivery promises for a quantity of tiles ordered on 27 June 2015. I have spent hours on the telephone and who knows how much money on 0845 numbers speaking to unfailingly polite "advisors", all of whom whilst helpful seem to be unable to provide accurate information. Score very good for politeness but zero for effectiveness. HOMEBASE your service is a disgrace. Yours sincerely B.T.Duddridge Order Number HD 400 02203 85242 2”

Helpful Report

Posted 9 years ago

“Very poor service, customer unfriendly and goods arrived damaged!! Rang customer services who constantly sided with their own employees and basically thought that customers are nothing but a pain in the butt. Overall a very poor service indeed...but they should remember one important fact,....customers can choose to shop elsewhere and without customers they do not have a business! Avoid at all costs...other competitors are much more customer orientated.”

Helpful Report

Posted 9 years ago

“We ordered a lawn mower back in May and when it arrive it was faulty so sent it back. Since then we have been on the phone for over 2 hours on numerous calls trying to sort it out. 1 advisor telling you 1 thing and then someone else saying something different. We were offered a 20 pound compensation for the lengthy phone calls so when that was added to the value we phoned up after looking on line and decided to order again and then we were told sorry but the order goes over by 14 pound so I said yes that's fine we are paying it. I was told sorry you can't. We can send you a code and refund your money and you will have to do it this way. What a JOKE. This has taken nearly 3 months and all we wanted was a Lawnmower ...Damon”

Helpful Report

Posted 9 years ago

“I went to the Homebase store in Peterborough on the 29th June (only bought a couple tins of paint - nothing major) and had a little browse. I very impressed by how friendly and professional all the staff were. I can't remember better service at a shop and they certainly set the standard to follow - M&S - take note - this is how it used to be visiting your stores many, many moons ago.”

Helpful Report

Posted 9 years ago

“Don’t even think about using Homebase. We have had experience of numerous building projects and never, ever have we had as much trouble as we had with Homebase. We paid a premium so that they would project manage the building works but in the end we spent literally weeks and weeks dealing with their mess ups. They didn’t communicate – emails and phone calls were consistently ignored – , items were delivered without any pre-warning, we were assured that the fitter would deal with all of the deliveries but for every bolt and screw we were phoned and told we had to be there to accept delivery, people came to do measurements and forgot to do all of them and had to arrange to come back, when they came they left muddy foot prints all over our carpets and caused other damage to our property, the store ‘forgot’ to communicate with the fitters so that equipment that we had asked to keep was thrown away and we had to purchase replacements which weren’t in our budget, when the new windows that were part of the contract were fitted, the fitters left having only fitted one of the three windows and that window had a big crack in it because they had not fitted it properly, it took three weeks to get them back again, items that we had ordered mysteriously disappeared and we had to spend time reordering them… I could write a book about Homebase! I really, really advise you not to use them.”

Helpful Report

Posted 9 years ago

“I am currently working at a Homebase store and I am ashamed by our delivery system, we get angered customers on a daily basis which we as the customer assistants completely understand and we too are angry as much as the customers are at our logistics and delivery system. I would not recommend using home delivery, if you are in desperate need get a store delivery if you don't have a strict time budget. The reservation system is fine in store, only come to pick up the item when it has been confirmed because it may say we have stock but it's common that we don't. If the online site says we have stock always call or reserve to avoid disappointment”

Helpful Report

Posted 9 years ago

“The worst customer service I have ever experienced. We ordered built in wardrobes from homebase. At no point during the ordering process were we advised that the sliding doors track is so thin that carpet cannot be put next to it. We were then advised to screw the door track on top of the carpet, which we did. However now there is no room to attach the soft close to the top of the doors. We complained to homebase at the complete lack of guidance and advice we received when measuring for these doors. They wanted nothing to do with it and have blamed our measurements. Disgusting customer service and a complete waste of money. We now have an incomplete wardrobe and a carpet that has holes in it, following 'advice' from homebase. A useless and crap company who have no idea what they at doing.”

Helpful Report

Posted 9 years ago

“Iam very unhappy with the customer service at Hombase in Berwick Upon Tweed as i purchased a karcher jet wash in september 2012 with a 3 year gaurantee and was told i would have to contact karcher to get a replacement as they only give a gaurantee for 1 year but they did not tell me that when i purchased it .I have to pick up the cost to karcher so be careful as when purchising items from homebase as i was told i did not need extra insurance and it should be hombase sorting it out and not me”

Helpful Report

Posted 9 years ago

“I'm disgusted from the services I've received from homebase, patronising & utterly disgusting customer service”

Helpful Report

Posted 9 years ago

“We tried to return roller blind today , still rolled up and with receipt , but without outer wrapping , we discarded outer wrapper before we realised it was not going to fit where we needed it . Chris the " manager " said we couldn't have even a credit note , or a refund as the outer wrapper was missing .We will buy NOTHING ever again from Home base , we are setting up home and need to buy lots of things ..In store on the reduced isle there are items without wrappers on !;! Very poor customer service ,”

Helpful Report

Posted 9 years ago

“This company is disgusting !! I bought flooring from them which even in the sale wasn't cheap !! It was fitted professionally all 30m2 of it and within days approx 2m2 all in the same area started to lift at the manufacturers joints and the edges started to flake as did the top layer !! After getting the fitter come back and check it he confirmed it was a manufacturers fault and to contact homebase which I have done and they have come up with every excuse going rather than admit fault !! They are blaming our fitter though the rest of our flooring is fine just this one are that came drone the same box now their telling us we have used a hammer on click flooring !! Their customer service is shocking and it isn't any wonder they are having to close stores and if they treat everyone the way they are treating me then it won't be long before they cease to exist !! I had a similar problem when laying hardwood flooring from b&q they sent some one out admited blame & fixed the flooring and that was 2months after it had been down not a week after I know who I will be using in future !! I am now left with flooring that won't withstand anything never mind the years long guarantee it has come with !! I highly recommend you stay far away from them if you want quality and any sort of aftercare”

Helpful Report

Posted 9 years ago

“These guys are an absolute shambles for delivery! I like heading to my local store, very nice staff etc and if what you want can be picked up there then great. However if you need to order it online, go else where! Twice I have ordered from them both times they have no idea what is going on with their product. They can't give dates or timelines or seem to even have a clue. I called before the 14 days after order when they said it would be delivered, but they could not tell me anything, just that it would come within 14 days, not very helpful at all. I called again after the 14 days after the order when my product should've arrived to be told that it wasn't coming soon as they had to wait for manufactures and it would be at least a month... Not one to let a bad experience put me off I tried again, ordered a few things all should arrive in 7 days and the website said I would be contacted to arrange delivery. I called after 5 days to check on progress, I very rude and angry guy got all defensive and vague when I tried to get a definite answer from him. I was told the stuff would "likely" come on Saturday, either am or pm, this was unknown. I was told I "might" get a text, and that there were "two or three packages" that "probably would come together". Finally I got the delivery companies numbers and package references, got off the phone to this bunch of incompetents and called them both, within 5 minutes I had dates and rough times with definite promises of contact to arrange the time slots... This is a service that Homebase should be able to provide, like every other company that organise online ordering and delivery. I will not order here again.”

Helpful Report

Posted 9 years ago

“Don't order a shed from this Comany useless after 3 weeks 2 failed delivery dates called me a liar as she'd company said would deliver on a sat having my money back hopefully if they can get that right !!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

Homebase is rated 1.9 based on 948 reviews