Homebase Reviews

1.9 Rating 924 Reviews
21 %
of reviewers recommend Homebase
1.9
Based on 924 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Over A Month
On-time Delivery
Greater than 12%
Accurate And Undamaged Orders
Greater than 56%
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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Email:

order.enquiries@homebase.co.uk

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Homebase 1 star review on 5th January 2024
Anonymous
Homebase 1 star review on 1st August 2022
Bob
Homebase 1 star review on 6th May 2022
Anonymous
Homebase 1 star review on 6th May 2022
Anonymous
Homebase 3 star review on 26th April 2022
Margo Walker Karen Marshal
Homebase 1 star review on 21st April 2022
Tony
Homebase 1 star review on 21st April 2022
Tony
30
Anonymous
Anonymous  // 01/01/2019
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 2 years 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 2 years 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 2 years 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 years 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 !
Helpful Report
Posted 2 years 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.
Helpful Report
Posted 2 years 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 years 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.
Helpful Report
Posted 2 years 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 2 years 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 2 years 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!
Homebase 1 star review on 12th August 2021
Helpful Report
Posted 2 years 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 2 years 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 2 years 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.
Helpful Report
Posted 2 years 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.
Helpful Report
Posted 2 years 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
Homebase 1 star review on 16th July 2021 Homebase 1 star review on 16th July 2021
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Posted 2 years 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 2 years ago
Awful customer service I ordered a Patio set which arrived with two bent chairs and a missing table. All the customer service will do is send out a new set which is supposed to arrive within 7 days. They cannot give a date I just have to wait. It's impossible to talk to anyone in the UK, the Indian call centre can't deviate from the script.
Helpful Report
Posted 2 years ago
Paid for delivery named day but no delivery and no communications as to when goods will be.
Helpful Report
Posted 2 years ago
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 2 years ago
Homebase is rated 1.9 based on 924 reviews