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.

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.

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