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

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!

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.

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

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.

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.

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!!

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.

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

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)

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.

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.

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.

Bought 5 solar lights last weekend, 4 of them are expired and don't work. Generally the customer services are awful, the staff behave as if they don't want to be there. It's a miserable place and and very poor shopping experience.

I am finding it impossible to return a faulty item under warranty. Homebase have removed all customer service phone numbers from their site and all email including complaints and escalation addresses are blocked to incoming messages. The one phone number listed (online ordering) was another waste of time. Being repetative and unhelpful seems to be their only Customer Service policies. Since their is no other option, I will post my compliant here: To whom it may concern, I have had problems returning a faulty toilet seat (under warranty) due to not being able to access the Dunfermline store within a reasonable amount of time. Based in (*home town*), I have limited windows of opportunity due to opening hours, work and travel constraints and waiting in a queue for 40-60 minutes or more is not viable. Having wastefully travelled to the store already, I phoned the shop to find out if there was an alternative way to accomplish a swap for a new seat. Unfortunately, the staff member handling my call was condescending and argumentative and, therefore, completely unhelpful. When I was finally allowed to speak, I asked him if Homebase had a policy for 'key workers' to which I eventually, with effort, got a N-O response. Having honestly tried to work out a solution to this matter but rejected before I could finish my requests (which I thought were reasonable), I gave up and politely ended the call. So, having spent time and travel, I am back at the beginning with my faulty seat.

Homebase the worse company I have ever dealt with. This is by far the worst I have ever dealt with. In April I ordered 2 items, a paint brush and a garden storage box. The brush arrived but no box. It is almost impossible to contact them. Twice on hold over 45 minutes no answer. Emailed numerous times. Told 3 weeks ago I couldn't get refund as order was being delivered. Still no delivery AVOID HOMEBASE at all costs. Other reviews suggest they will go burst shortly.

I wish I could give this company no stars at all. I am absolutely disgusted by everything from start to finish. I know at this difficult time with Covid 19 this seems like a first world problem but when every other company I have bought on line from has achieved delivery quickly and correctly I see no reason why the shambolic excuse for a company is different. Firstly I ordered two tins of decking paint from them and after purchase was told it may take a few weeks, yes, that vague. Then it took a month to receive my products. On opening them both tins were not correctly packed, one tin was damaged and the other was fully opened and was leaking into the plastic bag they had thrown it into. This in turn went all over the hall floor (and yes I should have opened it outside, but I didn't expect this). I contacted the complaint department by email as I was told on an automated message that I could not call at the moment. I sent a polite but disgruntled email and received an automated message back to say it may take some time to respond, which I accepted. 5 days later nothing so I contacted them email again this time a little more disgruntled but still polite, again an automated message and no reply for a further week. I found the escalation email to the MD next and sent two further messages over the next two weeks and a further message to the original email, and I am still being ignored. I still cant get through and they have practically taken £88.40 off me. May not seem like much but when you consider I haven't been able to use the product at all, its down right unacceptable. I would not recommend this company to any. DO NOT USE THEM, nothing about the company is professional, not the ordering, the timescales the delivery its self, the products and the customer service...utter, utter, rubbish!! Again DO NOT USE THIS COMPANY!!!!!!!!