Homebase reviews

Homebase reviews

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Review by confirmed purchaser

NOT RECEIVED ITEM DESPITE TWO DELIVERY DATES

I am unhappy with the service and have still not received the bed despite two delivery dates. One of the cancellation phone calls was made on the day of delivery, like I have leave to take to sit around for nothing to turn up. Supposed to be getting a bed tomorrow - but have not had any communication confirming this. Yet when I try and look at my tracking, its not available - not at all impressed.
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Review by confirmed purchaser

Good service

I purchased two bedside cabinets which were delivered promptly and efficiently.Only problem was the quality of the goods, so had to arrange for items to be returned.
Again this was made easy. So although goods were inferior the service wasnt.
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Appalling Service - prepare to be completely frustrated with their 'phantom' deliveries!

I would not recommend anyone use this company if they are not prepared to waste several days waiting in for furniture which never arrives, despite confirmed delivery dates & times. We have now cancelled our order and await a refund, which could take anytime between 7 & 28 days. We will go elsewhere in future. This company needs to seriously review it's customer service levels if it is to survive an increasingly competitive marketplace. Focusing on price promotions alone is a risky strategy.
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Review by confirmed purchaser

Appauling service

I placed my order on 17th March and selected the (distant) delivery date for 3rd April. A full month later I have no item so call your customer services and am told that delivery can be for 2nd May!

No calls or email to tell me that there has been a delay but you are happy to take my money. Unacceptable.

Please note I do not have an issue with the telephone advisor, just your lack of customer service. Wondering where I would be if I hadn't made the call to chase.
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Review by confirmed purchaser

Awful customer service

Ordered a lawn mower online,, out of stock, wait two weeks, get a notification it is in at the local store, wait a week, phone them up,,, it's due in next week,, wait, still nothing. Phone again,, it's due next week. I DONT THINK THATS GOOD ENOUGH, ITS IN AT MY LOCAL STORE CAN I COLLECT IT PLEASE? Yes, sorted, collected.
A week later,, can we arrange to deliver your lawn mower ? Politely explain we already collected it. Too honest for my own good.

If there are delays in delivering,, you should be keeping the customer updated,, not them chasing you and to not even update the system when I had to collect it myself !!

Poor online experience
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Do not use - it's cheap, but not worth it.

So many things have gone wrong with Homebase. Don't be lured by their "good customer service" - they'll make you many promises, but they won't keep any of them!
I'll start at the beginning, I think it will be best for me to list everything chronologically that went wrong, just so that I don't forget any of it!
1. Wanted to place an order with homebase as they had a sale on - 25% off all indoor furniture. I called them up and asked them if they could hold it and deliver it after a certain date, because I was only moving in after that date. They said it wouldn't be a problem, that when I place the order, I can select the dates that I want.
2. Over the weekend, I tried to place the order, but due to their website crashing constantly, and some items not having the option to select a delivery date, I placed 1 order for a sofa and a sofa bed. I then called them up and explained that I wanted to order more, but I couldn't select the date. They told me to place the order anyway, and call them up to arrange a specific date for the remaining items. So I then placed a second order for a bookshelf and a TV cabinet. I called them up and set the date, no problem.
3. They attempted to deliver the TV cabinet the following week. I called them and told them not to - that the landlady was still living there, and we had not moved in yet. I don't want to start off with our new landlady on a bad foot! So they said that it wasn't a problem, and that they would ensure the TV cabinet was only delivered on the date that I had originally asked for.
4. Following day my landlady messages me, saying that Homebase caught her getting home, and that she signed for the TV Cabinet, she'll keep it in the garage. This was not supposed to happen. I apologized profusely for the inconvenience.
5. I get a text saying that home base will be delivering the bookcase the following week. So, again, I call, now I'm getting angry. I tell them DO NOT DELIVER the bookcase. they again apologize and say it's fine, that they've set the delivery for the specific date I originally requested.
6. I move in, and they deliver the sofa bed, and the sofa on the day requested. The sofa doesn't fit through the doorway. Apparently this is a known issue! Had I known this, I would not have ordered it. In trying to deliver the sofa, they scratched the railing on the staircase, but the delivery guys were trying to be as helpful as possible, so I let that go. No sign of the bookcase....
7. Call them up to find out where the bookcase is - I had after all taken the day off to get all the furniture from them. They say that for some reason, it wasn't sent out. Apparently this is the courier's fault. Yeah... don't believe that. I take another day off work, and arrange for the bookcase to be delivered the following day.
8. The following day someone else phones me from home base, and they tell me that they'll process the refund of the sofa. Also, this time the courier delivered the bookcase. It was fairly large and heavy, so he put it upstairs for me before leaving. On going upstairs, I notice that the packaging is torn, damp and open. I briefly inspect the product - and it too is damaged and the corners look almost rotting.
9. I call homebase up, and tell them this, and they say that they will collect it. I tell them i want a refund. They say that they'll have to arrange a collection for the friday. I now have to take a third day off work.
10. Friday rolls round, and no courier. I call Homebase up, and they say that the courier will be there anytime before 7. I leave it. At 6.45 I call them again - this time they say, again, they claim its the courier's fault, but a courier was not dispatched to collect it.
11. Now I'm upset. I tell them that I have now taken 3 days off, and now they're saying I have to take a 4th? I only get 20 days. I tell them they need to arrange for the courier to come on the saturday. They tell me that their courier doesn't run on a saturday. I tell them that this is their problem, that they'll need to find a different courier then. They say that they will refund me, and i can dispose of the bookcase myself. So... now i'm actually doing their jobs for them, after needlessly taking two additional days off.
12. I get a refund for the bookcase, but nothing for the sofa. I wait another 3 days before calling - and - much to my shock (or not) they haven't processed it. This time it's the system. Apparently this process is automatic, so she doesn't know why. Yeah, no - it's not the system it's them.

So now i have to wait another "7 days" for the refund for the sofa. I wonder if I'll get it. With Homebase - you just don't know!

My partner told me I should make a fuss about this with them, to make sure that they don't drag it out - I mean it's a good few hundred that I cannot just leave out of my account after buying a sofa from another company. A girl's gotta eat. But honestly, I don't think it would make a difference. So all I can do is this:

I say to you in all sincerity - as a prospective individual looking to buy cheap furniture - DO NOT USE HOMEBASE. You will regret it. There is nothing competent about this company. They add stress to an already stressful situation of moving, and they cannot do simple things. They make promises they don't keep, and their system and their courier are apparently prone to screw ups. Do not use them. You will regret it.
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Review by confirmed purchaser

On line order was delayed, but customer services did resolve for me!

I ordered paint on a deal offer in colours not available in store. i monitored progress and started to get concerned after five days that nothing was happening. contact with customer services by phone did not get me much further, but an email enquiry resulted in call back to advise it was out of stock but could be fulfilled after a delay of a further three days. this was acceptable in my schedule, and paint arrived as discussed. One paint pot had leaked a little but all was cling wrapped and impact protected so unsure how this happened. Paint was usable and it was only a brushful had leaked.
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Review by confirmed purchaser

Delivery dithering

I received a delivery date from Homebase. I received at least two automated calls confirming the date. I then received a call from the delivery company changing the date. I explained I needed an approximate time of delivery and was told to call my local Homebase the day before delivery. When I called I was told the delivery company was subcontracting the job and they could not be able to tell me a time until the following day. The customer service person offered to call them at 8am the following morning and call me. He did not call me. At work at 9:30 I called Homebase again when I was eventually told the delivery company could not contact the the subcontractor because they didn't have a call centre! I asked for the name of the company, went on line and found a phone number myself and the driver contacted me with a delivery time. Such a shame that if a screen does not tell your people what to do they are completely stumped!!
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Review by confirmed purchaser

Delivery Problems

I bought 3 Keter store it out sheds from Homebase because they offered next day delivery (I could have bought them from Argos each £20 cheaper ie a total of £60 saving, but with an unspecified delivery date). As Argos and Homebase are the same company I am mystified by the price difference, but accepted it for convenience of delivery. I ordered on a Friday for next day (Saturday). Despite staying in all day, no delivery arrived. A complaint to the internet was acknowledged, but I was told there would be no proper reply for 78 hours, so I spoke on the telephone on the Monday to a helpful lady in customer services who waived the delivery charge and arranged delivery for the Thursaday. I accepted the matter resolved, but the delivery actually arrived on the Tuesday. As I had, by chance, returned 5 minutes before the delivery, it turned out OK. However it is annoying to have paid £60 more than I needed to, so that I could secure a service which it turned out was not supplied. I must add I have received deliveries from Homebase in the past 12 months which were very satisfactory and I was kept well and frequently informed of my delivery's progress.
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Review by confirmed purchaser

obsolutely useless

i ordered a lawnmower on 14th march,with a 10 day delivery on it...after tenth day no lawnmower...so i ring customer services and they tell me lawnmower will not be delivered until a further 10 days which is saturday 12th april..well guess what that day comes and goes and im still without my lawnmower.so back on to customer servises on the sunday (13th april)...so im now told i can have a lawnmower like for like in a package with as strimmer..to be delivered on tuesday 15th april...well at last a delivery but guess what its the wrong mower so we send it all back..and ring customer servises again..he tells us we can go upto £249 for a replacement after all the incovenience....so my 1st choice out of stock as was my 2nd choice,well the 3rd choice was in stock but too much at £299,as e were onlyy allowed to go upto £249 so i offer to pay the extra but basically was told i couldnt..so i was offered a full refund and a voucher for the incovenience of the last 3 weeks...having to cancel a bbq,staying in all saturday afternoon waiting for a delivery that didnt arrive and today taking a day off work to accept another delivery...HOMEBASE ....MY WIFE AND I DIDNT FIND YOUR SERVICE AT AL ANY GOOD...WILL NEVER USE YOU AGAIN AND NOR WILL WE RECOMMEND YOU TO ANYONE
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Review by confirmed purchaser

Excellent value

Pleased with the quality of the furniture. Great value for money
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Review by confirmed purchaser

Looks really nice for the money I've paid ( 158 pounds )

for the money I've paid it looks smart, storage is big. Took few hours to put it together, but my husband was doing it on his own.
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Review by confirmed purchaser

goods were delivered as stated and grandaughter thrilled

Ezcellwnt service and goods liked by teenage grandaughter
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Review by confirmed purchaser

beds arrived on the due date

my beds came on the date they said .we we we would receive them. we are really glad they did because we had to sleep on mattresses on the floor as we had disposed of our old beds. still we had a good laugh about it
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Review by confirmed purchaser

A DISGRACE,WONT BE SHOPPING WITH YOU AGAIN!!!!

Having paid for my order,been given a delivery date,it was cancelled right before.I then get a text to rearrange,rang them up,got another date confirmed,waited in all day,another day off work.When no signs, rang up to be told im not down for a delivery and still ive not been given a concrete date for my delivery.May be Homebase think I sit at home all day with nothing to do, when infact ive had to take time off work for this.An absolutely disgraceful service by this so called big company,i will be avoiding shopping with in future!!!!!! Ive had to give one star when infact I would like to give none!
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Review by confirmed purchaser

Worst £250 I've ever spent !

The shed was appalling quality , full of cracked panels , holes etc (I'm dreading heavy rain as I'm certain it will not be watertight) doors were warped. Plastic window would not stay in the window frame & my husband had to reinforce the shed with bits of our OLD shed. I would happily pay the delivery charge again to have it taken away- sadly my husband had to assemble the shed to fully realise just how awful it is. So I'm guessing Homebase won't take it back!! Which is a real shame - I give this product aprox 2 years lifespan - NOT GOOD ENOUGH HOMEBASE.
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Review by confirmed purchaser

so-so

Took a longgggg time for one door to be delivered. Once delivery day arrived I was told between 830 am and 1230. 1230 came and went. Phoned homebase to be told delivery driver running late. A courtesy phone call would have been nice. Wasted day sitting in waiting. Days off as a family are few and far between and we lost a day waiting on one door. Not good service!
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Absolutely dreadful

I bought a fitted wardrobe in January and was told it would be delivered at the end of February, which was fine as it fitted well with our house refurbishment plans.
However, when the wardrobe arrived one door was the wrong size. I contacted Homebase and they agreed to send a replacement, which was also the same size. We are now in the middle of April and on door number six, with four wrongly sized ones and two damaged ones. The one was apparently so badly damaged the delivery driver refused to take it off his van.
On the last occasion Homebase customer services the woman I spoke to had the cheek to suggest it was my fault as I supplied the wrong code number for the item - even though I had not once been asked to supply a code number. She later phoned to admit it was her fault as she had changed the number herself.
I've just sent yet another door back as it's completely the wrong size - on calling customer services I was told that it wasn't my door! It may have had my name and address on it and I may have received a call from the delivery driver saying he was on his way...but it wasn't my door.
Quite frankly this lot couldn't organise the proverbial!
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The Click and Collect doesn't work

Be warned! Call the shop before you set off. I went to collect 2 mirrors in Staines (quite far from me) and was told they were broken and old stock and basically didn't exist. Real waste of my day. They don't have any mirrors in stock.
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Review by confirmed purchaser

great products at great prices -wierd rules around delivery

I ordered 2 settees and a dining room set all great products at great prices. I was delighted to see there was a delivery option for between 18.00-20.00 meaning I would be home from work to receive the delivery. The day before I received a recorded message call stating the delivery would be with me on the right date between the alloted Times and I would receive a call 1 hour before hand. Great.
However on the day of delivery the van turns up at 16.30 and the only reason I am home is because I was off work sick. I did not receive a phone call because apparently company policy is that if they will be arriving before the selected times then they are not allowed to ring the customer to inform.them that they will be early. Now to me this doesn't make sense as surely this is exactly when you need a phone call.

Homebase Details

About this company

The official Homebase DIY and home improvement website. Home and garden design ideas, comprehensive Buyers Guides, practical 'How-to' DIY guides and 5,000 home accessories to buy online.

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We live here: United Kingdom

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Homebase is ranked 959 out of 1033 in the category

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