Homebase Reviews 195,859

Ordered online . Expensive item . Money taken by Homebase. . No email received with tracking number. ( email confirmation said I would get one).
Website showed delivery due 8 am to 6 pm. No delivery made. No update showing on account and sent 3 online contact forms messages asking for tracking and information for when it’s arriving, replies all didn’t give any info.
No telephone number for Homebase, I won’t ever be ordering from them again .

Outdoor Sunny Pergola, I purchased a pergola from Homebase in May 2025. The order and delivery was an easy process however the quality and longevity of the product was not. Within 3 months the outdoor sunny with retractable roof and roller blind began to wear. It was advertised as being suitable for long term outdoor use, durable and weather resistant. The stitching and velcro straps came apart and the sliding roof canopy came detached from the frame. I have emailed and called and to date I have had no response. I am extremely disappointed, as I had expected a higher level of quality and durability given the product's specifications and price point. This has not only caused inconvenience but also raises concerns about the product's long-term viability and safety.

I ordered a sofa. The delivery company were given the wrong one, I asked Homebase to get them the correct one and was told they couldn't amend it, but I could cancel order and reorder , which would take me another 8- 10 weeks to get, or get a refund. This is a ridiculous way to treat a customer when it was not my error. I am awaiting a refund, but haven't heard anything yet.

I ordered two work top glass savers, one of them was what seems like a damaged return and I have been constantly trying to reach out to them for a replacement.

We bought a bathroom in january 2023.
We wanted to wait for delivery but then Homebase went bust.
Eventually, we go the bathroom delivered minus the toilet as the delivery driver said it got broken.
Despite multiple emails to various places, we have still not been reimbursed.
Theft, pure and simple.

Homebase give out false delivery date information by e-mail to customers and confirm the false delivery date information in their tracking, When challenged on this they claim that you are in a location that takes more time. However, they had the address when the order was made and never provided this information. Their e-mail sent near their stated delivery date did not have this information nor did their tracking alter to give their customers this information.
Further their customer service claimed to have no complaints process (in violation of UK consumer law).
They even continued to give out false information via their Customer Service after the items were delivered and they had been informed they had been delivered twice stating that the items would be delivered before 6pm that day (the day after they had been delivered and the day after they had been informed they had been delivered).
This is rank incompetence and speaks of a tracking and data management system that is clearly not fit for purpose.

Mark in the kitchen department at Homebase kitchens helped me choose a most lovely kitchen. He came and measured up within a couple of days and created a design shortly thereafter. I went into the shop and he guided me through the range of kitchens, styles and colours and all the necessary accessories. I valued his expertise because the choice is somewhat bewildering. I trusted Mark because last year he designed a new bedroom and two bathrooms for me which were equally lovely. I recommend Mark highly.

I purchased a storage box online on 14th October, email confirmation from the courier on the 16th that it had been collected, tracking showed it was being prepared for delivery on 17th October with a delivery date on air before 21st October.
I checked on the courier (XDP) tracking last night 22nd and the status was the same, I emailed them and I’m still waiting for a response.
As it was due on 21st I went onto Homebase live chat, Taylene apologised and after checking and confirming that the status was unchanged since 17th she would need 48 working hours to look into matters, 48 working hours is tomorrow then Monday, meaning I won’t get any feedback until Tuesday at the earliest, I asked for a replacement but this was declined, I explained that I wouldn’t get it as they could have walked it to my house, I asked for one to be delivered by the weekend as a gesture of goodwill given I had placed the order over 9 days before and she just ended the chat without a resolution.
I rejoined and spoke with Lily, I said I wanted to make a complaint reference Taylene and she immediately apologised for her colleagues previous behaviour as the conversation just continued so she could see the previous dialogue between one another,
Lily then said she would make enquiries so again I asked about a replacement, she asked whether I would like a replace t or a refund if the item was lost, I asked for a replacement, she then informed me that she could see the item was showing as damaged so would send out a replacement, I asked whether I could have it by Saturday and was told the earliest date would be 30th October between 8am - 8pm, I asked whether I could have it any sooner as a gesture of goodwill given how patient I had been and was told no.
I then asked to raise an official complaint given the poor service, the response was that they do not have a documented process as such but a customer can make contact via our contact form on WhatsApp or live chat or on the website or via their postal address.
At this point Lily needed the chat.
This has to be the worst customer experience I have ever encountered and this will be the last time I use Homebase, absolutely shocking standards of service from a well known retailer.

I can only offer you one piece of advice regarding this business - avoid them at all costs. I ordered a bed from them and the delivery company failed to find our house, despite their own tracking software planting a big red flag on our exact location. It was obvious from the same software that the driver just ignored our delivery and was never within 5 miles of us. The communication with Homebase and the courier was untruthful, incomplete and dismissive. Their second delivery attempt simply did not materialise, with no communication or apology. They have offered no reply to my suggestion of compensation for 2 wasted days of my time. I eventually received my refund after threatening to report them to American Express for fraud. There are much better bed companies out there - I suggest you use any of them and avoid wasting time with these jokers.

Appalling customer service. Item sent had multiple faults and no fixings. Looked nothing like the advertised item and looks like it’s a previous return. Customer service has been atrocious, never speak to the same person through email and no tel number . Always takes at least 2 days in between responses and always from a different agent. No consideration to personal circumstances and a very basic response. Don’t care one bit about customer feelings - AVOID if I was you

I ordered some garden furniture on 28th September 2025, this was due for delivery on 8th October but never arrived. I contacted customer services who told me it would be delivered on 10th October. Again it never arrived. I contacted customer services again and was informed the item was delayed and still at the warehouse. I then received an email on 14th October to say the item was on its way and would be delivered by 8th October.... travelling back in time! I contacted customer services again to ask what was happening and have now been informed that the item is out of stock so have been issued a refund. What a shambles!

I ordered two sofas and a rug from homebase online. The rug arrived after a couple of days and the sofas arrived as planned six weeks later. The guys that delivered the sofas set them up in the designated room and were on time (calling me when they were 30 minutes away).

I had read the negative homebase reviews and was quite worried that the sofas weren’t going to arrive as planned but I’m glad to say that I couldn’t fault any of the process and the sofas and rug look great. They were also great value.

Following my positive experience I ordered a Christmas tree on Friday and it arrived the next day. That was also great value and I’m impressed with the speed of delivery and I will be using them again.

Ordered a fire and surround, waited all day for its planned delivery for it not to arrive. I dont recommend buying a fire or surround from Homebase.

Ordered shelves £180.00 worth only received part order three parcels on order only received 2 4 shelves missing no phone contact at Homebase customer service Email only what a waste of time no one will help just keep going around and around getting nothing sorted.

Keep well away from Homebase & wilco the same company big rip off will never use again

Where do I start with this?

First of all, I ordered a small double bed and mattress, the bed was unfortunately damaged/faulty due to stains on the headboard and a tear in the corner of the side.

I moved into a new property from recent and the bed was built by an acquaintance in work (paid service) since I am a single woman living on her own and I'm not able to build/dismantle furniture. Everyone would know that moving into a new property is an extremely busy time, adding to this I also had a broken down washing machine and teething problems in the house. I reported the damage shortly after by contacting customer service over email. I sent pictures of the damage as proof.

Homebase contacted me back to offer either, a replacement headboard or a collection service however I'd need to dismantle the bed. None of these we're suitable again because, I'm not able to build/dismantle furniture on my own. I asked for a partial refund since I was wanting to keep the bed and accept the faults.

During this time, I was accused by Charlotte of causing the damage myself since the bed was "used" in her opinion and also since I didn't report the damage quickly enough. Honestly, I can't even tell you how appalled I was when this email was sent to me. It was plainly dismissive and there was completely no understanding or consideration.

Due to my anger with this, I raised a complaint which hasn't been taken seriously at all. Homebase thought it was acceptable to only offer £25 partial refund? It's absolutely offensive and I feel as if I'm not important. I rejected this and further complained expecting more from Homebase, I have now received an email from Anabella today offering £35 but no further refund than that.

Anabella further brought up again the fact the damage was not reported quickly enough and the bed has been in "full use", again the email was dismissive and no acknowledgement of what was previously said. I can't believe I'm yet again being accused of this!

Overall, avoid buying from this company. I have learnt for next time to spend a little more money instead of buying cheap, after all I suppose that's what you get? It's certainly turned out that way.

Delivery didn't turn up.
Wardrobe meant to be delivered on 8th October but didn't arrive. Still no word on when it will be delivered.
Would not recommend.

How on earth are you supposed to return an item ordered online? I fill in the appropriate form but hear nothing back from them. It's so confusing and stressful. Not even a phone number you can ring for customer service. Will never order anything from them again!

I purchased

Blaine Dining Table - Stone and Black
Product code: 368335

Please be careful if you think it’s “stone” cream as it looks in the picture!
It’s dark grey..

My husband surprised me and built it for me as I purchased a stone table with cream chairs… when I got home I seen it was Grey! Which does not go with cream or any of my colour scheme in my home… Homebase will not take it back!
My argument is the photo shown for advertising is clearly a beige not grey!
I’m so annoyed and will never buy from them again!

I bought turf from Homebase but actually it is supplied by Harrowden turf. They lies about my driveway is bummpy, ans refuse to load the turf to the driveway, but my driveway is newly built. Then they left the turf at the pathway which is ridiculous. Homebase if keep using this supplier, then u will get lower and lower score.

The company incorrectly delivered an item. I'm trying to return this but get zero useful results from website, order email or the customer services bot