Homebase Reviews 195,806

No message sent to say order ready to collect. Store phone not answered multiple times & communication via website impossible as the bot couldn't find the order.

Date of experience: January 14, 2025

Company selling broken photo frames and hide it skillfully. After I discovered it 5 mins after payment the staff reject to exchange. At bargain price doesn’t mean customer accept defective goods and being rib off like this. Snobbish staff and store manager Bobby in the Hanworth shop roll their eyes lie about checking through cctv, after 1 min of checking at the back office. They are not helpful n with a terrible attitude. Think twice before you buy from their clearance sale

Date of experience: January 13, 2025

Homebase is easily one of the best places to shop.The Herne Bay branch has so many kind and helpful staff.
We needed some paint mixed and they pointed out that they were buy 2 get the 3rd half price. The store is spotless and well maintained. Whenever I go there I know I will be treated with courtesy and respect. Staff on the tills are polite and friendly. A tragedy that it is closing down.

Date of experience: December 19, 2024

First visit to Cannock store as I’m out…
First visit to Cannock store as I’m out of town. Very helpful lady on the telephone checked stock for me, so traveling was worth it. Got there and She (Julie) had put my items to one side. So grateful for her help. Still service with a wonderful smile and optimistic outlook I wish you well

Date of experience: January 08, 2025

items cheaper on website then in store upto 30% cheaper if you buy online

Date of experience: January 10, 2025

I bought items in December from homebase as of today these goods have not been received. Suggest people beware of this company they were closing down and selling items off. I paid for the goods they had email address but it kept coming back. That says it all

Date of experience: December 12, 2024

PLEASE DO NOT BUY FROM HOMEBASE!!!
I’m absolutely furious.
I ordered a Christmas tree in November 2024. It did not arrive on the day that the email said it would. I called homebase to enquire. They said they didn’t know where the tree was because they were going into administration and didn’t know what was going on with the couriers. I therefore asked for a refund because I needed a Christmas tree ASAP as my mum was visiting and we wanted to put the tree up together. Homebase said they couldn’t refund me because they didn’t know where the tree was, or whether I’d even receive it. They said I would just have to wait.
I needed a tree quickly so I bought a tree elsewhere and two days later I received the Christmas tree from Homebase. I took it to store to return it but the store would not give me a refund because they said I had ordered it online and advised I needed to phone Homebase to arrange a collection. So I phoned them and they said they couldn’t arrange a collection because the couriers were on hold and they didn’t know what was going on. I then called Halifax to enquire what I should do and how long I should wait before raising a dispute to get my money back as I was concerned. The guy on the phone at Halifax said that because the Christmas tree from Homebase arrived after the delivery-date stated in their confirmation email, he could activate an immediate refund for me.
I have kept hold of the tree ever since because I didn’t know if I would hear back from Homebase regarding collection. I didn’t hear from them!!!
I get a message from Halifax today advising that Homebase are taking my money back, and after speaking to a Halifax representative not long ago, I find out that Homebase lied and said that I made no attempt to return the tree. WTF.
I called Homebase earlier to find out what is going on and told them to collect the tree. The man on the phone acknowledged that I had tried to sort this out last year, requesting a refund and collection, so they already knew I’d made attempts when they lied to Halifax saying I hadn’t tried. UNBELIEVABLE!!!
He said I would have to wait for Homebase to get back to me but oddly enough, I don’t have much faith that they will actually bother. Now I’m worried they’ll take my money back through Halifax without arranging a collection and I’ll lose my money.
Homebase, you are an utter disgrace!

Date of experience: January 09, 2025

The worlds worst website out there. Click on something and it never follows on to the next page as should to show stock in local areas..website freezes, order from screwfix......

Date of experience: January 08, 2025

I was on line searching for storage options for our Christmas decorations and Homebase came up with multiple solutions at sale prices so I placed an order for three different items. The email confirmation was received with a delivery date. Four days after the stated date I try to track my order to find the website is so unhelpful. I had to do a google search to find a telephone number. They said that I hadn’t received the order because all items were out of stock. No mention of if or when they would be back in stock. I then had to ask for a refund. I wasn’t offered one! Then, to add insult to injury, I received an email telling me that I had cancelled the order, not that they couldn’t honour my order!! I will be avoiding them from now on.

Date of experience: January 07, 2025

Lynsey the Store Manager and her team were extremely rude. If she still had a job i would have suggested additional training in customer service. This is not acceptable behaviour and I would not waste my time in listing out the incompetence and power tripping i witnessed.

Date of experience: January 01, 2025

Ordered sink & vanity unit on 29th Dec for delivery 4th Jan.
Arranged for Plumber to come on 6th.
Stayed in all day on 4th and didn't hear anything. Called them 3 times and noone was interested. Delayed. Not even dispatched. No idea when it would be. Wouldn't let me speak to a manager or a complaints department.
Called a store 30 mins drive away who had one but couldn't just let me take it. Had to go and buy it again (no refunds offered on shop bought ones if item incorrect). Then call customer services to refund.
The only saving grace was Priscilla who refunded, did what she said she was going to and Tony from the Drakehouse store was super helpful with the second item. Won't be buying online again and as they are closing the physical stores, looks like I won't be purchasing from homebase again, so no wonder they are struggling with such poor customer telephone services. No regard for me sat in the house all day, or that I had a plumber booked in.

Date of experience: January 04, 2025

Ordered two items online and was emailed that I would have my items by the 4th of January.

After receiving no communication I contacted Homebase and was given various conflicting information but was told I would still receive my order as more stock was due in.

The stock was showing as available online for more than a week after my order, however none of my order is now available and no more stock is due which has made the last 10 days waiting a complete waste of time.

Date of experience: December 29, 2024

Bought a kitchen from them, had the homebase kitchen designer come out and promise us that we would not have to re tile the kitchen walls and floor as the new kitchen would match the previous kitchens dimensions and footprint. Then the fitter they used let us down after calling us to make an appointment to come and see us when he had been drinking and surprisingly enough never turned up. Then they got us another fitter but told him nothing about the job. The kitchen was delivered on the day the fitting started, around 72 boxes, and once the fitter had completed the kitchen the fitter found the tap in one of the last boxes and it was fitted we then saw it was the wrong tap and we need to retile the kitchen due to 2 inch gaps all around the worktops and cupboard edges and had to spend a further £1300 replacing a tiled floor. I would never recommend homebase to anyone as the service we have received has been below useless. The designer told us if we have any issues to call him and he has still to return our calls. Avoid at all costs.

Date of experience: August 28, 2024

The worst customer service I have ever had. Rude and unprofessional disrespectful and uncaring staff I have ever come across.
Paid for item online as stated two in stock traveled for 45mins to collect to be told they are giving me an ex display item still covered in dust and visible marks and scratches with no discount or even an apology.
Once I got item home I realised there were parts missing and they have basically said oh well there’s nothing we can do.

Date of experience: January 01, 2025

I would definitely be careful ordering from these!!! Ordered my child a £100 chair out of he’s disability money and you robbing lot have made out iv collected the order so I’m now without an order when I haven’t even be into your store to even collect it!! But your store has marked it as collected!! HOW????? You’r meant to check ID? So how has my order been collected without my ID? I haven’t been able to collect it because I’ve been housebound the past few days waiting for carers to have my child so I can collect it.. so if I’ve been housebound who on earth has my order? And has been managed to get it without my ID? I’m absolutely fuming you have took money from my child!!!! I won’t settle until my child has he’s chair or I have he’s money back.. I believe the staff at the Leamington store should be questioned if they giving orders out without checking properly!!

Date of experience: December 31, 2024

well what went wrong this time I am asked everything. ordered 4 items on the 26th of December 2024 10 PM the store is closed yet they managed to sell out all the items even when closed. I checked the Inventory, and they had 7 of one item and over 10 of the others so ordered for pick up and got an email on the 27th telling me they were sorry but we don't have anything that we sold you so tried to get it delivered no one answers at the branch ( i can't guess why) then I phoned the number that never helps but does it with a smile customer service was told i will get a refund and if i want a delivery i can order online i asked cant i just get you to arrange it as you have my money for the items the lady said sorry no so still waiting for refund.

Date of experience: December 26, 2024

I ordered three things on the 12th of December. I hadn't received a delivery update so I emailed. The response was they had gone in to administration and it would be dispatched soon. Fast forward 6 days, I emailed again due to no update. I was then told it hadn't reached the warehouse! I was told it would be dispatched and take 3 working days to arrive. However, I had a message from yodel to say the sender had requested
the parcel back!!! I emailed again to find out the items haven't even been dispatched!!!! I see why Homebase has gone into administration. If they cannot fulfil deliveries, then they shouldn't take the order or money. To not be given any update is terrible.

Date of experience: December 12, 2024

Worst experience ever ordering online. Ordered an item on the 12th December and paid for next day delivery to then being told it would arrive before the 20th. Still no delivery and then eventually it arrives on the 27th which was meant to be a Xmas present but that didn’t happen. Everyone I spoke to an advisor they basically lied every time. First and last time I’ll be ordering anything from here

Date of experience: December 16, 2024

Used Rayleigh Homebase to buy a complete bathroom. On installation we discovered a part was missing so we went back to the store who told us they didn’t realise it wasn’t included and they could not order as they don’t even make the part (in black) even though the whole bathroom design was black that we was sold and designed with them. I was told I would have to find the part elsewhere.
Not good when you have the bathroom fitter at your house waiting for the part.
Secondly went to the store recently brought a trim which was the wrong size. Went back to return 30 minutes later and was told they are unable to refund or exchange due to administration. There was no signs on entry or around the store only just after the till. Which is to late once you’ve paid. Asked for a manager who was then rude and argumentative. Now stuck with a trim I don’t need.
Went to wicks to get the right one

Date of experience: December 28, 2024

Date of experience: November 12, 2024