Dreadful complaint procedures

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Guest's review of Homebase - www.homebase.co.uk

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“Dreadful complaint procedures”

Written on: 18/08/2013

Less than a year I bought 2 chocolate coloured leather PIACENZA sofas, supposedly of superior quality being "of Premium leather and semi aniline". In less than one year one of the sofas is showing signs of significant lightening clearly due to poor pigment or some other manufacturing defect. On complaining I agreed to HOMEBASE's request to sending an "independent furniture inspector" to look at the furniture. Despite me stating honestly to this inspector that the leather had never been cleaned (other than a cursory dust over with a damp cloth) , had not been abused physically or being subject to direct sunlight my account has been totally dismissed. HOMEBASE head office have advised me that the "independent inspector" has provided a report to them saying the sofa fault is due to "cleaning, direct sunlight or other external causes". I merely got a phone call from HOMEBASE telling me this and was advised that if I wanted to challenge the findings I would need to send them an independent report of my own.....note that I have not been given the courtesy of seeing the one provided to them. What is shocking about this is that the independent report is totally at variance with the truth and my own customer account has been completely dismissed. I suspect that "independent inspection" is in fact otherwise and that carrying out this work is good business for the businesses undertaking it on behalf of retailers. If you buy from HOMEBASE rememeber their default setting for complaints is that its the customers fault.

  • HOMEBASE , Portsmouth

    Branch Visited

  • 2 leather sofas , over £1000

    Goods purchased & cost

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