I reserved an item online that was reduced for pick up next day. My Husband picked it up but he got charged full price for it as he never realised it was reduced so when he got home I telephoned the Bredbury store and spoke to a lovely lady who apologised and said if we come back to the store they would refund the difference. My Husband went back next day and they immediately knew who he was and quickly refunded him. I have also today reserved another 2 items for pick up tomorrow but I then realised that I would not be able to pick up till Friday. I rang the store and again they were so helpful and promised they would hold them till Friday. So well done Bredbury for fantastic customer service!!
See below my letter of complaint, all should become clear.
I am writing to thank you. Thank you for ruining the visit my family paid me two weeks ago for a weekend of Christmas shopping. You see a few days before, you did not notify me that you were not going to be delivering my new sofa, and so we made room for it by disposing of the old one. So now, we were left with no living room furniture. Not for a day or a week, but from 22 November to the new delivery date, 5 December. With not a spare sofa to be found anywhere in the company it looked like we’d be sitting on the floor for some time.
Leading to my next thanks, the following weekend my close friend came to stay, she had pre-booked her train ride already. Despite the fact she had major spinal surgery last year I couldn’t offer her a comfortable seat as I still had no furniture. So again, many thanks.
Then 4 December arrived and we received the call I had expected, there would be no sofa again. Now, the delivery was expected on 12 December. That would be my daughter’s first birthday. At least her tea party on 14 December would be able to go ahead. All should have been well, until today that is, when I received a call to let me know that actually, again, and thanks for this, there would be no sofa. In fact, after some pushing for more information, it transpired that there would be no sofa until 25 January. So that’s the tea party cancelled, unless at Homebase you think it’s appropriate to ask people round to your house with small children and not offer them a seat for 7 weeks due to a “stock issue”?
I have 2 children aged 3 and under, we have no sofa. It is Christmas in 15 days, so a bloody, big thanks for the prospect of Christmas and New Year sitting on seats that are either inflated or best described as “the floor”. Thank you, thank you, and thank you. Do I think a refund and a £50 voucher for your shop is appropriate recompense? No, no I don’t. In fact, why don’t you sit on the floor with your children and send me your sofa? You can have my voucher. Really, I insist.
Do you stock empathy? If so, I suggest you use said voucher and purchase some, then share it among your staff. Or get yourself on ebay and buy a spare sofa, that way next time you make a pig’s ear of an order you can at least offer a reasonable alternative. I don’t want to “pick something” else, as generally when I spend hundreds of pounds on something that is going to be in the middle of my home for a number of years I give it a bit of thought and place an order for what I actually WANT, I don’t want to simply settle for something else because it suits you.
Finally, I find it hard to believe that in 2013, a company that allowed me to place an order via the internet has no email contact for their Head Office; I have to communicate through the post only. Call me a cynic, and believe me after this experience that is most certainly what I am, but I think people at your Head Office do have email, I think they’re simply trying to avoid talking to me and my floor dwelling family. So in an attempt to beat the Christmas post, I have added this to your Facebook page, messaged it to the staff there, placed it in the post and will continue to share my experience via every other appropriate forum I can find.
Yours Uncomfortably and Unhappily,
Usually use B & Q but having moved close to above store. I thought I would call in and try out as all I needed was a file set. The young female staff here think they are not employed to assist customers but are employed to gossip to colleagues visiting the store. Do not expect one of the till girls to help but please feel honoured if they do. After being kept waiting while staff gossiped I eventually left without the product and went to B & Q where I have always found them helpful and knowledgable. It is a 10 minute drive but worth it. Will not return to this store. My recommendation is if you need Homebase use the one off Great Western Way, otherwise use B & Q.
Having something delivered from Homebase? Take absolutely no notice of the delivery times they give you in their text message, you will be lucky to see you purchase within 5 hours of this. And thats only if you ring up and complain STRONGLY.My purchase turned up in a Argos lorry and guess what its an Argos product, if I had known I could have gone to Argos and fetched it myself instead of waiting hours for it to turn up.
I spent £900 on a Homebase bathroom suite and accessories. Four months later the towel ring and toilet roll holder had both broken. They were both described on the box as "Stainless Steel" but were in fact made from cheap, brittle plastic with a metallic coating.
I was astonished by the response when I took them back to the store for a replacement - the staff were rude and argumentative, and completely refused to replace the products, citing their 30 day money back guarantee. I tried to explain that the money back guarantee only applies to situations when the customer has changed their mind - it is not a limitation period where faulty goods are concerned (customers are protected by the Sale of Goods Act).
But they didn't want to know, and what started as a conversation with one member of staff soon became an ambush, with three Homebase staff crowding around me in an intimidating manner, insisting that their products are not guaranteed beyond 30 days.
I subsequently e-mailed a complaint to Homebase's head office but never received a response.
So there you have it. A company that puts two fingers up at a customer who recently spent £900 in their store.
I can't believe that a large national retailer is prepared to treat customers with such contempt, but after reading other reviews on this site it seems I'm not alone.
I would urge people not to give their business to this company, particularly if they're planning a large purchase like a bathroom or kitchen.
Ordered 6 internal doors online for upstairs to match the ones we have already installed downstairs.... Already we are being mucked about trying to get them delivered, and having read all comments below I can see we will probably never see said doors and have a sore fight trying to reclaim our money..
Delivery problems in short are that they text or call you to advise the delivery will be made on a certain date and the driver will contact you 1- 2 days before to give you an approximate delivery time. Delivery driver never calls, you spend the day waiting in anyway and it never arrives. You call homebase to be advised that the delivery date will now be a week later and again, the driver will call 1-2 days prior to this to give you a delivery slot time... and it just kind of repeats itself, over, and over.... and over again.... DO NOT WASTE YOUR TIME OR MONEY ORDERING ONLINE FROM THIS COMPANY!
I ordered 4 tins of paint for £69.42 with 3 day delivery promised. The paint didn't turn up and when I phoned after 5 days to enquire was told the order was just being processed and delivery would be 3-5 days. This was unacceptable so I cancelled the order and asked for a full refund. The delivery fee of £3.95 was refunded the same day but the outstanding balance was not. I have phoned at least 5 times and the answer is always it will be credited in 3-5 days. It has now been 3 weeks and they still have my money. Now when I phone, customer services say the outstanding balance is £51 and they can send a cheque but not refund to credit card. I am owed £65. I will now pass the issue on to the credit card company to see if they have better luck. The customer service personnel seem pleasant enough and sound like they are trying to help but either they are clearly not empowered to resolve the issue. If I could give zero stars I would.
E-mail to Homebase sent 29 October 2013
Please could this be passed on to the relevant department? I am not very happy.
Having purchased an extremely expensive designer vanity basin and toilet combination, and an equally expensive mirrored cabinet, toilet roll holder etc. for my new bathroom, I decided it might be time to economise and bought some floor tiles from Homebase that were reduced in price, and also a large tub (3.6 square metres) of Homebase waterproof flexible floor tile adhesive and grout - colour "grey".
My fitter laid the floor tiles, and the grout looked black. Left it for four days, and it still looks black - NOT at all what I was expecting - I thought it would at least dry to the colour of the product in the tub - if not lighter.
I rang customer services and was told to photograph it and go, with the tub, to my local store - which I duly did. Very nice man called Dave agreed it looked black, rang head office and it was suggested that their own local handyman would call to inspect the problem.
He came, he agreed with me that it was a very dark charcoal grey colour if not black, and even dug out a channel of the grout. I asked what he thought - he replied "I would NEVER use their stuff myself, and now I've dug that out I'm going to have to come back and put it right aren't I?" On being pressed, he said he would suggest that he came back, raked out all the remaining grout and replace it with a grey grout - adding that unfortunately he wouldn't be able to do it this week but would be free next week.
Imagine my surprise when I was rung by Dave from Towcester Homebase this morning, and was informed that their handyman had reported that there was nothing wrong with it. I could hardly believe my ears. What's more, if he thought this, why had he actually dug a channel of it out? I can only imagine that he didn't fancy doing the job. It doesn't make any sense at all and I am extremely upset.I am attaching a photo or the grouting taken on my iPad, and also a picture of the contents of the tub for colour reference. Yours etc.
Still waiting for a response to this email, and despite them sending an acknowledgement and giving my complaint a ref. number - nobody is able to access it when I ring. HOPELESS!!!
I received a Keter mini store out from Homebase online. It is badly damaged and I want to return it. It is impossible to get through to either Homebase or Keter. They simply will not answer the phone. Just hours of awful muzak and recorded messages telling me how much my call is valued. From past experience I know that Homebase do not respond to emails. In a few days the 30 days return window will end and I will be stuck with a useless item which cost almost £100
Ordered a product and given choice of delivery dates. Didn't arrive so rang and was told it would be delivered next working day. Still never arrived. Rang again and told me order was stuck and needed to be re-raised, couldn't re-raise as out of stock would need to ring back when in stock. How do I know when it will be in stock as website was showing stock at the time? Was told website in error!! I sourced the product elsewhere but had to pay high delivery charge due to delay caused by Homebase. Complained to customer service and wasted my time, they offered a £20 gift card which I told them to keep as I won't be going near Homebase. Don't order anything online. Don't know if they've refunded me yet either!!
I went to homebase with my mum to cancel adapt an order she had placed, she had ordered too many.
We had to wait 10 minutes for the 'suitable' member of staff to arrive at the till to be able to do it. We then waited another 15 minutes while the woman and 3 other members of staff stood there having a conversation about there weekend. For the woman to then ask us why we were stood there! I was absolutely appalled! They wouldn't know what customer care was if it smacked them in the face! We are not the first person to complain about customer care at the Whitby branch! Something will be done about your disgusting service!
Do not use Homebase. I expected delivery of two chairs today, drove 100 miles to new house to take delivery, rang homebase to confirm time and, after being put through to three departments, I was told that they were not being delivered. No apologies and no hint as to when they would arrive. Total arrogance. I've now been given another date for delivery but only after pushing hard... And from what I've read on here I now have doubts they will arrive then. I will never use them again.
I ordered a light fitting on the 7th of September, I cancelled it on the 8th and had my delivery charge refunded on the 9th. It is not the 25th and I still have not had the original purchase price refunded. Every time I ring up I am told that due to an error the previous payment wasn't sent and it will take 3-5 working days to get to my account. It is starting to look like theft. They just seem to take your money and keep it. If it is not refunded this time, I shall be taking it to trading standards. Beware of this company.
I will not go to B&Q again. If one can find someone to help, they show little interest. Last time I asked for help the guy even sighed as though I was being a nuisance. By contrast, every time I have been into Homebase, I have been greeted in a friendly manner and the staff have gone out of their way to help. It is a pleasure to shop there - and I usually come out with what I want. I live in the South but have also had the same in and around London when I have helped my son with DIY projects.
I have just placed a large order with Homebase and already I have been told that one of the items is out of stock. The woman from Argos - because ofcourse all customers know that Homebase and Argos are the same company??!! read out the refund figure which was way under the price of the product. She had to search for the Homebase number which I had to ring and that woman said the correct amount would be sent to me as a cheque - yeah right, I'm sure that's going to happen. Also, I am expecting a large item to be delivered tomorrow between 7am-8am as stated - again, I am awaiting more hassle, more communication problems etc. I was also told that Homebase and Argos are on separate systems to avoid problems....that worked out well then.
We brought a shower unit one of the more expensive ones and after a year of using the shower, one night the glass panel didn't just shatter. It exploded and little bits of glass everywhere. I cried because if my little boys had been in the shower at that time they would not have survived. As for customer service held in queue for an hour - priority queue? Would someone need to be seriously injured or fatal before they listen and take responsibility?
The customer service at Homebase is absolutely terrible! I paid extra for Saturday delivery, but my order did not come. I called them, they were very apologetic and said I would get a voucher because they messed up and my order would be with me on Monday. Today is Thursday, I STILL don't have my delivery and whenever I call them they make up an excuse and tell me it will come tomorrow. I seriously just want my money back so I can spend it at a decent company, and get my delivery on time. Never ever buy from them!!!
miss ingrid found this review useful
We bought a BillyOh shed. it came, it was horrendous quality. it was falling to bits as it was being made.
this makes me think the items are not even quality checked.
the shed had warped panels which obviously will not keep out water. the wood split all over when using the nails provided and using their instructions so we knew we were doing right.
the roofing material TORE when we tried to use the tacs provided and the tacs didnt even penetrate the wood anyhow.
it took 2 months for them to sort this out and take the thing back.
constant emails since i was getting no where with them then they just ignored my emails after a while so then i decided to contact their wonderful (HAHAHAHA!!!!) suppliers, who were equally horrible to deal with.
The driver of one of their vehicles who was meant to collect this shed apparently found my road but not my house so instead of calling me to ask he did nothing and i had to wait a further 2 weeks for them to collect the shed.
now they are messing me about with my refund. apparently it would be done within 5 days of the item being collected. NO. so i called them. oh we dont know why it hasnt been done wel do that now for you. so i waited and i called 2 days later. oh yes its gone through itl be done in 2 working days.
i call back again a day later asking about it. they then say it didnt work and they have to send out a cheque? WHAT? are you serious?
so now im going to have to wait around another week to see if it even shows up in the post.
NEVER buying from them again. difficult, frustrating and painful to deal with. worst company i have ever had the misfortune of purchasing from.
finally received my cheque in the post. WRONG name on it even though ALL correspondence i have sent them has had my full name on it and everything i have received from them before this has had my full correct name on it. funny that isnt it.
So now i have a useless cheque and i have to wait much longer to get my money back.
no care what so ever has been taken.
Our Odina Homebase Kitchen
1. Sent a fitter who was not registered under Section P of Buildings regulations to work on kitchens, delayed coming to fit the kitchen by three weeks after the agreed date, put a plastic pipe in the wall, which had it been left would have expanded with hot water and cracked the wall, plastered a wall unevenly, did not check the delivery or the plans and was rude and threatening.
2. Homebase illegally suggested that we get another electrician to sign off the work and did not support us with the fitter problems.
3. Once we had got rid of disasterous fitter and found our own nice competent one, he checked all the plans and found numerous measuring mistakes and technical problems with the design, including the fact that the designer had decided that we did not need a full size dishwasher and had designed in a slimline one instead and also arbitrarily decided without telling us that he was going to seal up our dining room hatch.
4. When the order arrived several things were missing and damaged.
5. Homebase agreed to re-order the missing, damaged and mismeasured items and confirmed that they had done so and then a month later we found out they had not. Everything has to come from Germany and so takes 4-6 weeks from order date so this error delayed the fitting for 9 weeks. In the meantime we had no functioning kitchen and were having to carry bowls of water from upstairs to wash up etc and then empty them into the garden.
6. When the re-order arrived there were further items damaged and missing – which then had to be re-ordered again, delaying completion of the kitchen for another month. Leading me to develop severe pains in my back due to coping without a sink.
7. Because we had no kitchen we had to cancel several social arrangements with family over the holiday period and live on take aways and microwaveable food.
8. Caused us months of stress, worry, distress and inconvenience and in the end it took nine months from the date of order until the kitchen was fully installed.
I could mention many other facts, but the full sorry saga took 8 pages in a complaints letter to Homebase and would take you too long to read.
9. They did eventually give us a bit of money back on the whole deal but we were left with very bitter feelings about the whole experience.
miss ingrid found this review useful
This is the first post I have ever written about poor service, but they are driving me mad, what a waste of time, don't do it.
I tried to order some bedroom furniture through the homebase website, firstly these items turned out to be Argos products upon delivery, and it shows, they are flimsy and won't last more than a few years.
Secondly, Homebase still haven't been able to deliver all the items I ordered as they keep delivering damaged goods. They have delivered damaged goods three times now.
Thirdly, the waiting time between order and delivery is 4 weeks. My initial order was on 7th April, the soonest they could deliver was 4th May. I am still waiting for replacement goods, and the earliest they will be able to provide is 9th August, four months from when I initially ordered.... Basically they don't have any stock
It is no wonder that Argos/Homebase profits have slumped 23% (whilst the CEO has taken a 41% pay rise).
miss ingrid found this review useful
We ordered a kitchen which was delivered last week.
Half of it was missing and most of the rest was from the wrong range.
I called and the chap i spoke to was very helpful and said the rest would be delivered this week as a priority.
I had a voice mail from homebase to call them back (presumably to arrange the second delivery) I called and then spend the next 45 mins being passed to 6 different departments whereby nobody seemed to know anything.
Eventually i was passed back the the original department who advised that clearly the wrong kitchen was my fault for not checking.. even though the call advising the wrong kitchen had been delivered came from me, after checking!!!
I was spoken to like a child from some idiotic woman who's clearly gets a kick out of chastising customers who are obviously always in the wrong.
I will never buy anything from homebase again and i will be pursuing a full refund.
utter rubbish experience with even worse after sales care.
OKAY SO NOW THEY ARE REFUSING TO DELIVER TO MY ADDRESS AND EXPECT ME TO GO TO THE STORE TO PICK UP 3M WORKTOP AND TWO 7FT LARDER UNITS.
ALL BECAUSE THEY MUCKED UP MY ORDER AND DELIVERY.
DELIVERY PEOPLE ARE COMPLETELY INCOMPETENT AND OBVIOUSLY CANT FACE US AFTER THEIR COCK UP.
I HAVE AGAIN WRITTEN A FORMAL LETTER OF COMPLAINT REQUESTING COMPENSATION NOW AS I HAVE HAD TO TWICE PUT OFF THE CARPENTER WHO IS FITTING THE WORKTOP.
UTTER RUBBISH SERVICE FROM START TO FINISH AND ABSOLUTELY NO CUSTOMER CARE.
Mrs P Tinsley found this review useful
I ordered 25 planks of wood flooring on-line. I received an email saying that delivery time was 5 days and I would be contacted if the delivery date was either less or greater than this. By day 8, I had heard nothing. Finally I received a message to say that the only time it could be delivered was at 6.30 the next morning. I called to say that I would need another date and time and was promised that they would contact me. Two days passed and no contact so I called the Homebase Customer Service number. I was kept waiting for about 30 minutes on a premium rate line. Finally I got through and was promised a 48 hour call back. It never came. Two days later I called again. This time I was promised a 24 hour call back. It never came. And so it went on like this and in total I received 6 promises of call backs,(including from a manager), which never came. I was just ignored when I said I wanted to make a complaint. E-mailing didn't work either. Nobody seemed prepared to take responsibility for sorting it out. I am still waiting for my flooring on day 16.
miss ingrid found this review useful
Hugely disappointed with the service from Homebase, the website doesn't allow you to order some items, their email address for ordering bounces back and when you call they send you to the website.
On top of that the staff in Waltham Cross were incompetent at best and just plain aggressive at worst.
After receiving a text to say a reserved item had come into store we arrived only to be told the item had been put on a racking that could not be reached until the store was closed, they then promised to ring when they got the item down. When the item arrive it was very damaged, they then promised they had others in stock and would get another one down from the racking that night, this was days ago and still no call, despite the item has been paid for.
For another item i managed to order online the delivery was due before 12, after it was four hours late i rang Homebase only for them to say they had no record of the order at all.
So so awful at every level.
This is a review of 'in-store' not 'on-line'. Very polite and helpful staff - offered to push my trolley to the tills for me as I was struggling (I'd overloaded it) and then took it to the car and unloaded it, refusing to let me lift anything. Very impressed. Store was clean, tidy and well stocked. All the staff seemed happy!
To whom in concerns,
I do wish I had read through all the not-so-glowing reviews of Homebase on TrustPilot before making the mistake of trying to order a Habitat sofa on the Homebase website this weekend.
In short, a total of £1287.90 has left my bank account without me receiving any acknowledgement of any order whatsoever. Unbelievably Homebase have never had any record of either of my orders but still saw fit to request the funds to leave my account leaving me nearly £1300 out of pocket for days.
- The original order was placed on Saturday night. I received no acknowledgment / confirmation so I called Homebase the next day. They had no record of my order and I was advised to order again which, trusting the woman, I did.
- No confirmation was received for the second order.
- I checked my bank account. £1287.90 (the cost of two sofas) was pending to leave my account.
- I called Homebase back and was told they had no record of either order but that an email confirmation could take up to 24 hrs to come through.
- I called my bank. They confirmed these two payments were pending.
- Monday. Having still not received any emails from Homebase I called and spoke to Habitat (through the Homebase number). They had no record of either of my orders.
- I then spent a total of 45 minutes on Homebase's 0845 number trying to get answers about my 'order'. I eventually spoke to a manager who explained that what had happened was a system error relating to online ordering, that the order would most likely never be generated and that I would have to wait 3-5 working days for my money to be transferred back to my bank account!
- I am over £1287.90 out of pocket for a number of days simply for trying to order one sofa. My bank have reassured me that the money will be back in my account on Friday 7/6 unless apparently Homebase decide to claim it and generate an order.
I am appalled with the online system used by Homebase, as it seems are many others from reading about the numerable negative experiences had by others. I do a fair amount of shopping online but I have never experienced anything like this before from any other retailer.
I would therefore like a written response to my complaint, explaining why Homebase's ordering systems are so archaic and inadequate that it leaves customers like myself out of pocket for days on end through absolutely no fault of their own.
Moan over - be warned!!
miss ingrid found this review useful
we ordered tiles from Homebase and the delivery was so slow we bought the same ones elsewhere(and cheaper) getting the money refunded back from Homebase was a nightmare, constant promises and never payment. Also a delivery guy refused to pick up two boxes once. They even never stocked one set of tiles and didnt tell us until they sent the incorrect tiles. They are total con and I don't understand how they stay in buisness.
Regards Mark Harriott
Really sorry to say this but we ordered some furniature from our local homebase in May 2012 and didnt receive the final piece until around August. Really poor customer service in the sense that the staff on the phone were obviously trying to help but their internal comms must be awful as we just kept going round in circles with errors on delivery days and locations! Had to push to speak to a manager about our issues. We did get all our furniature in the end and we did get some money back for all we wasted on phone calls and also money spent on re-packaging faulty items (we were advised to take the furniature apart again and pack it up properly beofre it was collected).
We are pretty understanding people and know there can always be hitches etc but we had an awful time with them and would never order from them again. we did write a letter of complaint to highlight the issues to them and give them chance to look into everything / improve their service and they did call us back and apologise so we have to give them that but we went through a lot of stress and frustration to get to that point.
miss ingrid found this review useful
We ordered some wallpaper on 08/05/13, value £142.97. Everything seemed to go through OK, including on screen provision of Order acknowledgement and order number. However, the promised email confirmation never arrived.
There was a pending payment to Homebase on my bank account for this amount so I rang Homebase to find out what is going on - turns out they have no trace of my order!! It seems that they have had "website" problems and the person we spoke to was unable to resolve the pending payment issues and/or reorder for us leaving us to sort out with our bank ourselves - just spent 30 minutes on the phone to Barclays sorting out - apparently this is a regular occurrence with Homebase!
Very disappointed both that things went wrong and with the lack of customer services appetite to resolve their end.
Last year I bought a bathroom wall light fitting, unfortunately my ten year old daughter has broken one of the shades. I went to Homebase to order a new one but was told that they could not help me unless I wanted to buy a new fitting at £40. I then got on to head office to ask for help. All I want is a new shade not a £40 fitting plus a £30 electrician bill. They told me they could not help and that I should go to the person who broke it for compensation! (my ten year old daughter)
Ordered a kitchen from Homebase. Seemed reasonable at the time, when they're getting their money off you. After that, it all goes North. First, the idiot doesn't include a key appliance in the design, and very nearly wrecks the whole thing. Never gets back to me to amend the order. Have to say a very helpful second stepped in and sorted out this problem.
Secondly, the order is inexplicably split in two and no one is ever able to help me track down the order or explain it correctly. Takes two months to track down.
Thirdly, kitchen arrives. Seems that a key component on the plan has not been included in the order. They tell me that it will take 28 days to issue another or 14 days if they "put a chase on it". At this point, we're ready to install and have contractors being paid to do this. Have to purchase a unit from B&Q in order to continue with installation.
Finally, and to my horror, the wrong sink is supplied - tacky, nasty stainless steel which I would never have selected in a million years. When I find that this is in fact a sink we had signed for on the initial order, I realise that the tasteless idiot who designed the kitchen had not updated the order when I said no to the initial stainless steel sink that he suggested. I had actually got up and picked out another sink and expected him to update the order. Unfortunately the builders have gone ahead with the installation. Wrote an email of complaint and phoned to speak to the studio manager. I was assured he would call me back. Waited all day for a call. I'm still waiting. Finally spoke to original idiot who designed the kitchen who said it was effectively my fault as I had signed for it. His additional arguments included: you could have checked the order and looked at the catalogue and realised there was a mistake; you should have noticed when it arrived; you should have checked when you signed for it. My counters to this are quite reasonably: I don't have an encyclopaedic knowledge of the catalogues; I don't have X-Ray vision to see through cardboard, and finally, quite reasonably, I had no reason to doubt that my order had been updated when I specifically requested not to have a stainless steel sink. I was blamed for making that assumption. Clearly I was wrong to assume that someone will do as I ask.
The story has a happy ending. Luckily a lovely local company has been able to supply us with an alternative unit which is beautiful and fits with the aesthetic of the kitchen perfectly. Let that be the lesson. Use B&Q, use local companies, take the advise of savvy, intelligent local tradesmen. Do not use Homebase.
I will be taking this further with Homebase. Until then, if you are unfortunate enough to have to use them, make sure you take the time to scrutinise every item on the bill and have a lawyer look over it before you sign.
I purchased a new digging spade from Homebase a little over a month ago. Within 5 minutes use the footplate on the left hand side sheared off and on applying foot pressure to the spade it sliced through an expensive pair of branded neoprene boots. The sharp metal of the spade missed causing trauma to my foot within millimetres. The boots have now been rendered useless due to the fact that there is a sliced / ripped hole through the sole and up the side. Gluing has proved useless.
Homebase customer services were informed that same day of the issue, aand a length email chain began. The only concern that they seemed to have was that I had not been injured. Wow it would have been a different story if I had been. I provided photographic evidence of the spade and the tare in the boot, but received no acknowledge of receipt. I explained that the boots were not on the cheap side and I requested that they replace them in compensation. Homebase then requested that I provide a receipt for the boots. At this point I believe I laughed out loud and questioned if I would have kept a receipt for a pair of boots that were bought over 2 years previous. In return of mail I explained that surely the evidence I had provided was enough. Sadly I was very long, Homebase stated that they would offer a £10 voucher as a good will measure.
As you can imagine I was extremely insulted by their offer and actually called the number provided to give them what-fore and both barrels. At this stage the timid and frankly useless customer service rep attempted to calm me and then departed the line to speak to a more competent line manager. On returning to the line the Customer service rep stated that the issue had gone to director level.
It has now been a further 2 weeks since the call, and I sadly had to chase what was happening with my predicament. Well the result is not good they have again stated that as I do not have a receipt for the boots they will only offer £10. As you can imagine this goes no where to buying a quality pair of boots.
I have now replied to this last message to state that I am forced into a situation where I must seek compensation through the legal system. Frankly I am disgusted at their response. I have innocently purchased a spade from one of their stores and as a result of a faulty product have suffered a loss.
As I stated I firmly believe this would have been a different story if I had been injured, and I pray that the result and insulting offer has nothing to do with my foreign name and belief that I am lodging a false complaint. The evidence is there. Homebase I welcome your comment, but fear you will only insult me further.
Update: Homebase refuse to allow me to speak to a director. As I am unable to provide a receipt for the boots, I have offered to send the slashed boot in question, they are not interested and their stance remains.
Mr Marek Wedrychowski
3rd May 2013
Worst customer service ever!!!
I've placed an order online, but by mistake I entered the wrong door number. So I phoned up Homebase's customer service number in order to get the door number changed before they would have dispatched the items. Their respond was that I had to call them back in a couple of days, as they were not able to change it.
Therefore I phoned up for the second time and spend half an hour waiting for a customer service agent availability to talk. He promised me that he had adjusted the door number to the correct one.
On the delivery date (2nd May) the items never arrived. Consequently I phoned up for the third time customer service. This time an agent (James) told me that the door number for non specific reason had not been changed to the correct one and that the order had been dispatched for the wrong one. I than asked to get my order cancelled ,as I was really up sad, and to get my money refund. The agent told me that I would have to wait the order to be delivered and that after 7 working days they would have been able to refund me the money. I than asked to speak to a manager, as this situation was getting ridiculous, and the respond was that non of the manager were available and that a manager would have get in touch with me asap.
Unfortunately as a result I still don't know what will happen to my order placed and if I will get my money refund.
For the future I won't use and recommend this company again due to their general inability to provide appropriated service. To be honest I have never experienced such a poor and unreasonable customer service.
Poor experience - We finally have a delivery date of the 7th May, some 16 days later than detailed on the customer sales order. Just not what I'd expected from a major player in this space.
Our delivery was scheduled for the 22nd April, as detailed on the sales order, but due to a technical error the order was lost in the ether between the store and the central office systems. After numerous calls to both store and Homebase direct our order has finally appeared on the central system. Unfortunately it seems that Homebase cannot deliver the item in a timely manner due to the fact that they don't use couriers.
I wouldn't use this company again due to their general inability to provide adequate levels of service in this day and age.
Just waited in all morning for a Bed Base, delivery slot 07.00 / 12.00. 26/04/13
11.30 no Bed Base, 45 mins to get Customer Services to answer, sorry it,s not out for delivery today. No explanation, they have contact phone number and E Mail address.
P/P would be refunded.
Rescheduled for 10th May, i work nights and sleep day time.
This order was placed 2 weeks ago,so nearly 4 weeks to get a bed base, wheres it coming from Mongolia !
Never, never again. Total shambles.
I've been given the runaround all week having reserved 3 times items which are showing as in store only to be called hours before pick-up that they made a mistake and don't have any. I have emails of apology and called Customer Services Head Office who also apologized, but words are not enough to make up for the frustration, time and costs involved in having to handling false claims of items being in stock and reserved when clearly they don't have stock. Suggest avoiding Homebase online ordering until they improve their systems such that they can be relied upon.
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