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What went right would be an easier question to answer. The product didn't arrive and we then spent weeks chasing them. It then randomly arrived (we were at home but some notice would have been helpful). The box was damaged and dirty, and no assembly instructions included and the quality is awful. An experience we wouldn't want to repeat and so we won't order from Homebase again
Absolutely shocking service. Most definitely avoid buying anything from Homebase. I ordered 5 rolls of wallpaper, which arrived without any issues. I needed to return 1, which I didn't need. Got in touch with homebase, via a chat, no actual person to speak too. Told I had to use the return label which came in the box with my order. Guess what no return label in the box. Got in touch with homebase again and they said they'd post one out took about a week or more to arrive. Took it to my nearest DPD collection point, obtained a receipt for my parcel. Kept checking for it to be delivered to Graham & Brown, didn't arrive. Spoke to DPD & they said they'd tried twice to deliver it & couldn't & left a card, they couldn't say who or where they'd left the card. Got in touch with Graham & Brown & they said there is always someone available to take deliveries. Spoke to DPD again they have my parcel in a warehouse somewhere but won't return to me & are awaiting homebase to get in touch with them. Relayed all this information to homebase via a chat on numerous occasions & they were no help whatsoever. Just kept asking for the item number of the product I want to return. Which I have told them the item number on numerous occasions. So basically I have no roll of wallpaper & no refund & zero chance of getting a refund or roll of wallpaper back from DPD. This has been ongoing for 6 weeks. Totally annoyed & fustrated. Would not recommend Homebase for anything. UPDATE FINALLY I have received my refund after more endless emails asking for the same information which I had supplied on numerous occasions. Awful customer service from Homebase and that fact that you can't speak to anyone. Happy to receive my refund but it should take nearly 2 months & endless emails to get. Won't be purchasing anything from them again in the future.
Having purchased several gas cylinders from Homebase, I tried returning a 5 kg one as it’s difficult to get a refill. I still have the original receipt which is also legible. Before going to the Hemel Hempstead outlet I had tried telephoning both the store and the main Customer Service. The store number just rang out whilst CS message said their voice mail was full. I presented my original receipt to the store customer service and after several people looked at the receipt, one guy, Liam, advised they could not refund my deposit as they had changed gas supplier! He advised I should take the case up with the manufacturer. I pointed out my contract was with HomeBase but got no where. Absolutely appalling customer service within the Hemel branch. Whilst this was going on, another customer was trying to make a return of a four day old product. The guy that spoke to that customer was called Jaimie. By comparison to Liam, who was at least polite, this character, Jaimie, was aggressive and rude to a very polite lady customer. Besides threatening the customer to call the police and accuse her of trespass his body language and mannerisms were very intimidating for the young woman. With two customers having issues it is clearly not an isolated incident. Homebase; you have need to address your in-house customer service ….. especially at the Hemel Hempstead office and to honour your commitments for the deposit you took on my gas cylinder. I look forward to seeing your response.
Beware of using this company and it's courier provider Evri.Despite my providing proof that my item was not delivered this company are useless at trying to resolve the issue.
