Homebase - www.homebase.co.uk

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Homebase - www.homebase.co.uk
★☆☆☆☆
1.5
12.0% of users recommend this
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Latest Reviews

“Horrendous”

★☆☆☆☆

written by PTTaylors on 20/12/2023

Initially, inaccurate measurements resulted in units that didn't fit our kitchen, causing a last-minute discovery and significant installation delays. Despite the management's initial promise to cover additional expenses, they reneged, leaving us to rectify their mistakes at our cost. The lack of attention to detail exacerbated the chaotic situation. This shows a severe lack of credibility and very poor customer service, as all the problems were caused by the poor skills of their kitchen department having made 5 separate visits to our home. Finally coming to see what errors there were and they walked away saying they have never seen such errors before and they will pay for all corrections and any extra work leading to this. We believe a company's true measure is not just in the products they sell but in how they handle challenges and customer dissatisfaction. Equally distressing was the customer service we encountered throughout this ordeal, both in-store and at the head office, were met with dismissive and unhelpful responses. Disappointed and dissatisfied with Homebase Branksome Kuchenmobel – Poole, to say the least and the situation is STILL NOT resolved to our satisfaction, have not offered to cover our extra tradespeople costs. Warning: Please read the contract, which stipulates you are not to remove your existing kitchen until the new one arrives on site and you have checked it.

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“disgusting attitude of staff”

★☆☆☆☆

written by on 01/12/2023

This is the first time I have ordered something on line from Morecambe Branch. The instruction was to take some i.d. to collect, which I did. The person on the desk asked for the last 3 numbers of the order. I told her I didn't have them as I was only asked to bring proof of i.d. which I had my driving license. She said she couldn't get my order if I didn't have my order number. I said if I was told that I would have, she said who didn't tell you!!!! It was an online order, I said and it just states to take some id. Again she insisted she needed the last 3 numbers of the order. I said I ordered them at 10.06am today and it was 2 sets of lights @: £45. She then said she couldn't pick the order without the order number. I said my name was Jenkinson and I'm sure she could find the order. After a few minutes her looking on the monitor, she disappeared and came back with the goods. ABSOLUTELY DISGUSTING BEHAVIOUR AND MANNERS. I have ordered many things online for collection from Wickes, Toolstation etc without any problems what so ever. If you need the order number you should state this on the order acknowledgement where it just says take some i.d. when collection. This woman sounded as though she had several hundred collections this morning and couldn't find mine without the order number. I have previously spent a lot of money at Homebase, Morecambe but will not set foot in the store ever again.

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“Homebase Bathroom Nightmare”

★☆☆☆☆

written by checkd01 on 26/10/2023

Wow 545 reviews, 440 1 star. That speaks for itself. What a terrible company. Sold us Bathroom and pushes us towards ProtectMyInstall. Fitter was a sham artists. Two independent surveyors said most things should be re-installed. Homebase CEO rep washed their hands of the situation. Homebase have done NOTHING, 4 months later we still have water gushing through the bath side and into our downstairs electric cupboard. DO NOT ever trust Homebase and the recommendation of PMI. Our £6000 bathroom installed is ruined and they have done nothing about it. During install the installer caused 5 different leaks into the ceiling, in some places there is a 12mm gap between bath and wall which can be seen as daylight from the electric cupboard below. The fitter broke the bath corner forcing the bath panel in which is now distorted and bulging. None of the wet wall are level or square, surveyors noting 20mm bowing out in places. He cut a massive hole in our stairs to reach a leak that he caused fitting the shower feed, that he never tested. The sink tap moves freely, the bath taps were initially fitted hand tight and leaked. Nothing is level or properly fitted. RICS Surveyors words. Summary and Recommendations Overall, the bathroom installation appears to be poor and my recommendations are as follows: In the first instance, the bath should be removed, and if damaged replaced. The wall panelling should be cut back and trimmed off level with the top edge of the bath. The bath can be scribe slightly into the wall if required to ensure that there are no excessive gaps and ceilings can remain watertight and relatively small. Sealants will all require renewal. The shower screen will then need to be refitted. The fixed panel to the vanity unit beneath the wash handbasin needs to be replaced and fitted so suitable gap can be obtained between the doors and the fitted panel the doors and then require general adjustments to ensure consistent gaps throughout the vanity unit installation. The basin should be removed and refitted level and at this time the basin taps should be securely fitted. The WC should also be removed and refitted to ensure that is level. What have Home base done about this? NOTHING. A helpful chap in store tried to help and was categorically told to back off and not get involved, even though in his expert opinion 'the entire installation should be ripped out and re-fitted' He has been ordered to stop helping us by his superiors and the CEO's office. This company is a disgrace and treats customers disgusting. 1 star is too many. They use Protect my Install (er) who do not communicate, and instead give the problem to QASSS who's biased approach has been noted on several occasions. If you want a bathroom fitted by Chimpanzees for blind people fitted. Please do go to Homebase and use their 'accredited fitter' Service. If not please look elswhere and find yourself a professional company, that knows what they are doing and has some understanding of customer service. I can't imagine their Kitchens are any better. Imagine that the gas cooker leaking etc and nothing installed properly.

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“Treated to call the police”

★☆☆☆☆

written by Baz78 on 30/09/2023

I made a post about this store about 5 months ago saying how nice staff are and gave them 4 stars. I’ve been using this store for about 10 years and go there on average 50 times a year. Never have I been in and spent less than £100 on each visit. But after today, if I could give zero I would. I got served at the till by a lovely lady. She was really friendly and chatty. She processed my card and the payment went through. But the till was trying to print the receipt and it got stuck. I waited and waited while she spoke to other colleagues on her headset to help her with the issue. I showed her on my phone that the transaction was showing on my bank account and not to worry about the receipt. I’d purchase £138 worth of items, that I knew I won’t have a problem with nor would I be bringing back for a refund. So I left the store and put the items in my car. A young lad  comes rushing up the car park to my car saying can you bring all the items back to the store. Then a supervisor comes out to the car park telling me I’ve not paid. I show her the bank app that shows the payment. I mention at this point that I don’t expect to be sworn at by people and explained that this guy had come to me swearing. He denied this and threatens to call the police.!! I go in to the store and speak to the manager. I show him the payment and even emailed him a copy of it. I explained what had happened and how rude the members of staff were in the car park. Not even a sorry, didn’t care less. I then decided to get the items out of the boot of my car and take them back in to the store. They said the payment had not gone through, I can see it pending still on my account now. Will have to see if I need to contact the Bank to get the money back. They then asked if I want to purchase the items! Now if someone had come to me before I left the store and said that we think the payment hasn’t gone through, then I would have happily paid it again and then sorted the issue out at a later date. Instead I get shouted and sworn at and threatened to call the police on me. This was in front of other people in the car park. Your staff making me look like a criminal in front of others. Seriously Homebase is this how you deal with loyal customers? Not at one point did any one say sorry to me or treat me like a customer.  If you carry on treating customers like this, you won’t have any

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“Homebase, Kings Heath, Birmingham”

★★★★★

written by Emma66Homebase on 23/09/2023

Lovely, lovely staff. Nice size store, easy to navigate. Always good provision of stock. Great parking. Fabulous good quality lasting outdoor and indoor plants - great selection, well watered, priced and displayed! Well done in particular to ALL Check-out Staff and Salim who went up on a ladder to get the pot I wanted and gave me great advice on plants that would thrive in the conditions of my garden. Can't go wrong with this store. Thank you Kings Heath Homebase for all your hard work! Great Quality Shop!! Best in Birmingham

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“service at felixstowe”

★★★★★

written by Bandab on 10/05/2023

As I am now confined to a wheelchair my visit to Homebase at Felixstowe was outstanding the staff were attentive kind and very helpful I left my wife to deal with the young man mixing a paint colour for her, to look for an outside socket set I was assisted by a chap, well, he ran here and there, showing me all the range and was very knowledgeable I chose one and he gave me a feedback HOMEBASE slip to win a gift card which he had created for his customers, he told me I was the first customer to have one of his own creation, the only problem was the gift card scheme had finished so I count enter anyway would someone please tell him as he was so proud of his personal art work. The lads on the paint section advised us in great detail on the right paint for the job in hand, we were treated very well since I have been in a wheelchair we haven't always had the service we hoped for at other stores but Felixstowe was superb they didn't make me feel I was a nuisance as others have done. Loved my morning out will be back again .

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“DO NOT BUY A BATHROOM FROM HOMEBASE. ABSOLUTE NIGHTMARE”

★☆☆☆☆

written by on 06/04/2023

We had a bathroom design consultation with Homebase after which we ordered what we had selected based on the consultant's advice and our bathroom measurements. For the installation Homebase advised we use their sponsored platform 'Protect My Install' and recommended a company. Homebase were in an indecent haste to take our money and deliver the bathroom items which were delivered and stored in our garage within 5 days of the consultation. Unfortunately getting the installer in place using Homebase's platform was not so speedy with it taking 2 months to even receive the quote. By which time we had already fallen foul of the 30 day return on all the items delivered but did not know this at the time. The installation platform only allows you to get one quote at a time and the suppliers on it know they have no competition. Our quote was at the extreme high end of what the job should have cost but we accepted, rather than start again, even though we would have to wait 3 months for the job to start. Time rolls. On and 2 weeks before the job was due to start the installer tells us it will be another 3 months before he could start work. So we said no, left Homebase's platform and got a local installer to do the work at at a cost of around 50% less than the previous inflated quote. Once having started the job our installer finds that we don't have enough splash panels to cover the walls because Homebase didn't order the right quantity based on our correct measurements. Also one panel was found to be damaged when unpacked. So we were forced to switch to tiles as our installer would have started his next job and we would been without our bathroom for many more weeks had we waited for Homebase to deliver replacement panels. We are now left with nearly £1,000 of splash panels we have no use for and Homebase have washed their hands of the matter because we have had the panels for way longer than the 30 day returns policy. Nothing is their fault; it is all down to us. It is our fault we didn't spot that Homebase's consultant had got the quantities wrong. It is our fault we didn't remove the packing from every bulky item delivered to inspect for damage. It is our fault that the original installer the Homebase consultant recommended (he gave us his card!) was so useless and unreliable. And it is our fault Homebase delivered the items before we had an installer on board. We don't accept this but we do accept that we are at fault for not reading reviews on Homebase before ordering from them. Had we checked out reviewcentre.com and noted that out of Homebase's 541 reviews some 438 (81%) were just one star then we wouldn't have gone anywhere near them. Totally useless and incompetent so beware

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Checkd01's Comment

Written on: 31/10/2023

110% agree what a group of absolute sham artists
Almost identical to ours. We had to buy extra panels to overcome their terrible design.
Except that we had a dodgy fitter fit ours and four months later its still leaking.
Protect My Installer are a waste of space.

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“Exploding Paint from Homebase”

★☆☆☆☆

written by JasonSaliba on 21/08/2022

My purchased a 5 litre tin of paint on the 14 August which was a particularly hot day. She put this in the back of her small Mitisubshi Colt which is painted black! After driving home and within 15 minutes to 10 minutes the paint exploded and the whole of the back was covered in white paint. At first I blamed my wife and then thinking about it surely the shop should be aware that paint is very solvent and under hot temperatures can be a fire hazard. So I thought that I would write to customer servcies at Homebase. They then requested a copy of the invoice and images. No problem. I sent them the next day. But then I started to get odd emails from the middle management of the Woking Branch where my wife bought the paint. They at first doubted us. Then there attitude was cold and arrogant. The Area Manager got involved and he was worse. He boasted that he had never heard of any of the Homebase paints exploding. I subsequnetly found this article in google from 2015. No sympathy and no realisation that I was more concerned about other memebers of public buying paint rather than getting any compensation. WHAT A RUBBISH BRANCH WOKING HOME BASE IS!

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“Do not shop here ”

★☆☆☆☆

written by Hunter106 on 16/06/2022

I ordered a outdoor furniture set from Homebase two weeks ago, trying to place the order in store in St Albans was hard work, the cashier didn’t seem interested and was unhelpful but never the less it got ordered. She informed me that home delivery would be Friday 10th June. I received a text to say that delivery would be Friday the 10th, no one turned up on the Friday and I didn’t receive any communication. I called Homebase’s customer service line on Saturday 11th and they told me that delivery was refused at the door, I explained I took the day off work to wait for delivery and I assured them that no one turned up. They contacted the courier and they hadn’t booked it on for delivery but she re assured me that it would be delivered on the Tuesday, after taking another day off of work to wait for the delivery the drivers turned up, said to me that it wouldn’t fit through the side gate, but they weren’t going to get it off the van as the glass table top had smashed and someone will call me to re book delivery, they wouldn’t leave me anything even though it was just the table that was broken. I called Homebase customer service straight away only to be told that as I ordered it store I needed to go back to the store. Three separate agents hung up the phone and wouldn’t help me. I went into the store and the sales assistant couldn’t give me an answer and proceeded to tell me that her manager was in an area with no signal and that she couldn’t help and I should call back to customer service and get them to help. I explained the whole situation regarding that they couldn’t help me as it was a store order and she again said she couldn’t help. I called back to customer service and asked to speak to a supervisor, she was very apologetic that her agents had hung up on me and would try and help. She looked on the system and could see that the courier had said that the item was damaged but still put it down that I refused the item. She looked into it and said she will get another one sent to them, she checked the stock levels and said unfortunately it is out of stock and they weren’t getting anymore in. I asked two things to be done: 1. Can they send me the set back minus the table and if they could get me another one delivered at another time? 2. Send me the whole set back and I will get a new piece of glass and they can refund me for the table. She explained both of the options they couldn’t do, they could offer me a refund and that was it but she couldn’t do that over the phone as it was a store order and I needed to go back into store, she said she would send the store and email and ask them to call me. I heard nothing, I went into store 15th June and spoke to the deputy manager who proceeded to tell me that they were just talking about me as they received the email from head office in the morning but didn’t think to call? The deputy manager said to me she doesn’t know what she can do and that she would go and speak to the manager she was very uninterested in helping me. The manager said that all he can do is offer me a refund and when it come back in I can re buy it at a higher cost as it had 20% off. I asked why I could take the one on the shop floor as I have a family party on Saturday and have no furniture as I got rid of my old set due to the new one being delivered. He said that he needed the one on the shop floor so people could purchase it. How can people purchase it if it’s out of stock and they don’t know when they are getting it back in? He said that wasn’t the point they couldn’t give me that one. I explained my two options that I gave to the customer service supervisor and he said no we can’t do that all we can do is give you a refund and that is it. The whole process from buying it to the failed delivery, being hung up on and the lack of interest of finding a solution is completely unacceptable from a store that ‘prides themselves on their exceptional customer service’. I called back to customer service and asked to speak to the area manager or someone who has authority to get this sorted, she explained that she will get someone to call me in two days! I now have no garden furniture. No estimated date of delivery and nothing but rudeness from most of the staff and to top it off I have had to cancel the family Party which has been planned to celebrate my late grandfather! As well as loosing two days holiday from work. Please stay clear of Homebase and their shocking attitudes with their customer services. I will be telling all friends and family not to shop here! Shocking customer service, and reading reviews I am not the only one this has happened too.

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“Worst Customer Service ”

★☆☆☆☆

written by PaulJones126 on 14/12/2021

Worst customer service I have ever experienced! Ordered a Christmas tree 27th Nov (next day delivery) My order was then updated to being delivered 8th Dec, numerous phone calls at 35p min, numerous messages sent and questions not answered. Today is the 14th Dec still nothing but a message telling me I can't cancel my order. I had to phone again cancel and apparently I "should" receive a refund within 7 days. If I want to complain about customer service I should message customer service Lol. I will never go to or use homebase again, B&Q or Amazon from here

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“Furniture arrived broken and replacement never came”

★☆☆☆☆

written by AnUpsetCustomer on 17/11/2021

Ordered a large bookcase/cabinet piece of furniture, and it arrived severely broken. Homebase offered to collect the broken one (which they did) and deliver a new one within 1 week. After hearing nothing about the new one, I contact them again. They then say it will be 2 weeks. Another week passes with no further notification from them or delivery. 4 days have now passed the delivery date and no word from them or any courier. As such, I am now pursuing a refund. Update: They have agreed to the refund, however, because the bank account I made the purchase with is now closed, they insist it has to be a cheque in the post. Which is obviously very inconvenient in this day and age and means waiting another 21 days. They have also offered no compensation or vouchers for the trouble. So in short, I've had a lot of my time wasted by this purchase.

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“Bedroom chair”

★★★★★

written by on 02/09/2021

Shocked to see low reviews here. Went to buy bedroom chair. Although the grey colour varies, no guarantee of shade of grey. I wanted the one on the shop floor, lighter shade than those in boxes. 1st guy,not helpful, didn't note his name. Was more than happy for me to ask someone else,which I did.It was Finlay. From then on, NO PROBLEM AT ALL. The person I dealt with was so,so helpful. Way beyond what is normal. I previously left a review for her but didn't see it in the reviews. My gosh she is such an asset to the Truro Branch. I would also like to thank the two guys, that helped me,Finlay,who took it to my car. Also another person, who helped me on a previous visit, as well. Good customer service seems rare these days. Once again,thank you.

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“Avoid at all costs”

★☆☆☆☆

written by Malloryg1985 on 21/06/2021

Absolutely no customer service at all. Over a month, 26 emails, 2 phone calls & a tirade of Twitter messages promising a refund & collection of shoddy goods, I am still waiting. I am constantly fobbed off with generic emails & utter garbage as to why my refund has been rejected ‘for some reason’. DO NOT USE HOMEBASE online. You will be left trying to dispose of substandard goods & fighting to get your money back!!

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“Do not order from this company”

★☆☆☆☆

written by Kamari295 on 28/04/2021

If i could have given no stars, this would have been my choice as nothing but nothing worked with my order of garden furniture worth quite a lot. The delivery day came and went, and no ability to talk to any customer services, any emails not answered. Once upon a time Homebase was a trusted company. Not in the slightest now. I have no hesitation, six days on after trying to get some communication from them and none came, to warn you about ordering anything from Hombase. Never again.

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“AVOID AVOID AVOID AVOID AVOID AVOID”

★☆☆☆☆

written by Zechariahk286 on 16/04/2021

Avoid this company like the plague - ordered an inflatable hot tub, arrived with a large hole in the lining so won't inflate - attempted to customer services, took 55 minutes to get through to an indian call centre that agrred to refund and arrange collection within 24 hours.... Never heard from anyone again so emailed, no response, in the end reverted to paypal to try and sort for me - still waiting over a week after delivery to hear anything positive 0 completely useless company with complete dis-regard for it's customers - will never evber use them again for anything at all - avoid avoid avoid avoid

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“Truly a horrible experience... ”

★☆☆☆☆

written by plh007 on 16/02/2021

My item STILL isn't here. Over 2 weeks I been told 5 times it will be with me in 1-2 days. Twice that it will be there ’That Day’. I have had no response about an appropriate gesture of good will. I have made 10 + calls to your outsources and powerless customer service team. The item is showing IN STOCK - 10 day delivery on your website. I ordered mine almost 30 days ago. I've heard Covid, Brexit, Weather all being at fault at separate times. Why is this such a chore.

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“Ordered - no stock and no refund either”

★☆☆☆☆

written by Tonyr1996 on 15/12/2020

Have now had three click and collect orders with no stock. Guess how many refunds I have received. None!!! Absolutely useless company and you have to go to the store to arrange a refund. Avoid using Homebase for anything. Incompetent, Rude, useless online CS, False promises, useless stock system, no refund. The worst company I have dealt with. Bankrupt in a year (hopefully)

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“Stock availability on the Homebase system is a myth”

★☆☆☆☆

written by MaryGameson on 10/12/2020

I am trying to order curtain fittings to replace worn out old Homebase curtain rail track and accessories. I have tried 3 Homebase branches that apparently had the items I need: the Walthamstow branch is closing, so was in chaos. I came back home and ordered the items (Click & Collect) from the Harringey store, as they appeared to be stock. I got a call to say that these weren't in stock after all. So I booked the items from the Finchley store, where they appeared to be in stock. I received no text or phone call, so rang the central Homebase number the following day and was told that it looked like there was a problem with the order, and to ring the store direct. I lost count of the number of times I tried to ring the Fincley branch, as after 4 minutes 30 seconds of music, the call is killed each time. After many attempts, someone did answer, who confirmed the order could not be fulfilled, but said that more stock had arrived, and that someone would ring me the next day to see if the items I wanted were now available. No call received by 12.30pm today, so I placed the order again at the Finchley branch for the items - as they appeared to be in stock (again). I did receive a text fairly quickly to say that there was a problem with the order and to ring 0345 640 7589 to discuss my options. Unsurprisingly, the call gets killed after 4 and a half minutes each time. The only thing I can take away from Homebase is their Finchley Customer Service number, which unfortunately has now been committed to memory.

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“DO NOT buy from them!”

★☆☆☆☆

written by kimi84 on 08/12/2020

Ordered some Christmas lights and paid £6 for delivery on a named day. No other information or emails received to inform me that the order has been despatched. Rang them to ask when delivery will be and they said "there must be a glitch on the system as can only see the order placed and no other information, will contact our warehouse team and get back to you within 48hrs"!!!! A quote from their website: "We aim to deliver all items within the delivery window displayed on product pages"  "If there are any delays with your order, we will notify you in advance of any issues" Homebase, if you can't deliver a product, you have no right to take my money. Now I have to purchase more lights and wait for a £50 refund! I'm sure they'll hold on to that for as long as possible! This will be the last time I order from Homebase, absolutely no customer service. Will be contacting them to demand an explanation for such poor service.

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Dempsey6's Response to kimi84's Review

Written on: 08/12/2020

We had similar problems. We paid for Christmas lights to be delivered on a set day and received confirmation email. Nothing arrived. We rang the day after and our order could not be tracked but were reassured we would be refunded £6 delivery charge and contacted within 48 hours as to delivery - neither happened. We then got back to them and were informed they were out of stock! We now appear to have left it too late to purchase alternatives. We will not be using homebase again.

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“Homebase - THE PITS!”

★☆☆☆☆

written by on 08/07/2020

THE PITS! To avoid disappointment I would urge any prospective customer to think again.To be able to leave a review I've given one star, but none deserved! I took delivery of a Hacienda Outdoor Patio Heater on Friday 15 May. It worked for one minute and then fizzled out. I used the customer contact form the same evening and emailed them about the problem. An automatic reply said they'd get back to me but there would be delays due to the Coronavirus outbreak. I accepted this but when over two weeks passed without any response I followed with phone calls to two numbers on the Homebase website. One number was unobtainable and the other had a message saying that their mailbox was full. Things went downhill from there. I have had one of my emails acknowledged and was asked what day would be suitable for the faulty goods to be collected. I told them that any day would suit and heard no more. Another email was met with an apologetic response that said that Homebase was "reaching out to me". I don't know what that means but it certainly doesn't mean that they were going to do anything for me as I heard no more. Yet another email from me received a response saying that they were contacting the manufacturer to get him to arrange for the collection of the goods. I pointed out that my contract was with Homebase and not Hacienda. (In any event I haven't heard from Hacienda either!) Finally I got through on the telephone to Customer Service and was promised by Mangesh on 30 June that my case would be escalated and I would hear back from the "escalation team" within 48 hours. I'm still waiting! On 6 July I phoned yet again and, after the usual half hour wait, I got through and spoke with Pratik who told me that he couldn't do any more as my case had already been escalated. He did speak to someone and promised me that I would definitely hear back within 48 hours. That 48 hours is now up and I've heard nothing. I will persevere and publicise how bad Homebase is in as many places as possible and I won't miss.

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