Last updated on July 23rd, 2019
How to make a Complaint to Homebase
Call the Homebase on their complaint number in the first instance on 0345 077 8888. If this does not resolve the issue for you, then you should write to the Homebase via the online form on their website or by letter and proceed through their complaints handling process. If corresponding by letter, writing to your branch is recommended.
Homebase complaint contacts like Phone, email and support form
Complaint via Phone number : 0345 077 8888
Reservations From UK:
Complaint via Email : firstname.lastname@example.org
Complaint via Support Form : Homebase Support Form
Homebase complaint website : www.homebase.co.uk
Corporate Head Office address
Witan Gate House,
500-600 Witan Gate West,
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Founded in 1979, Homebase is one of the UK’s leading home improvement and garden retailers. Its product range includes painting and decorating, plants, garden tools and accessories, and kitchens – all available in-store.
Homebase complaint hours
Mon to Fri 8 am – 6 pm
Sat 9 am – 6 pm
Sun 10 am – 4 pm
Products & Services
Paint & decor
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Hopefully, We helped you to get some genuine records for Homebase Complaint information.
Use below complaint form to discuss problems you have had with Homebase, or how they have handled your complaints. Initial complaints should be directed to Homebase directly. You can find complaint contact details for Homebase above.
Homebase Customer Complaints
Average rating: 11 reviews
Jul 22, 2021
City where company is located (optional): Durham
Don't buy anything online off homebase, bought a kitchen work top got an email for delivery, delivery van came and my item was not even on the van, driver said they wi be in touch to rearrange a delivery, sti waiting and it's over 3 weeks ago. I have emailed the 8 times to no reply, rang the customer service about 8 time and all they can do is send an email to there the team that deals with this, still awaiting on a reply. So put all of this on Facebook to public for advice and help to find out iam not the only person having this problem with homebase absolutely loads of people are. So don't buy off them they take your money and definitely don't deal with any problems you are having. No wonder they are closing shops down. Absolutely disgraceful shame on yous Homebase
Jul 22, 2021
City where company is located (optional): Bridgend
We started our Bathroom redesign and installation process with Bathstore through Homebase Bridgend over the Summer of 2020. This started with a design consultation which we felt went well - the design looked great and the selection of items were satisfactory.
Following the completion of the consultation process and confirming our choice of bathroom, we were put in touch with Bathstore's "accredited" installer, local to the area where the installation was due to take place.
As we don't live at the property (under renovation), we travelled to the property where we met with the installer to talk through all of the requirements; and an installation date was agreed and confirmed.
At the time, the installer was informed that once this date is agreed, we need to keep to it as other works around the property such as electrics, plumbing and so on, will be built around those date. We wanted to reiterate this as it will have a timeline as well as cost implication for us.
The installer wasn't an efficient communicator when we reached out regarding certain matters, but at the time they weren't urgent and we asked some of the other tradesman who were working onsite to advise. We also appreciated that he may be working for other clients at the time, nevertheless, a quick text or WhatsApp with yes/no would have done.
In September of 2020, we received a link to book the delivery of the bathroom suite we purchased, which we booked and confirmed. We then travelled up to from Kent to West Wales where the house is to receive the delivery which arrived on the correct date. However, the delivery team (DHL) refused to deliver the items as the nearest access door was too far from their delivery vehicle and instead of it taking them their “16-minute allotted delivery slot”, it would have taken them 20 minutes, so 4 minutes too long. As we had no choice, the bathroom suite was sent back to the warehouse as the delivery team cannot spend 20 minutes per delivery.
Following the refused delivery, we got in contact with the team at Bathstore / Homebase Bridgend to resolve at which point we were told DHL will get back in touch with us to rearrange the delivery to come on a small vehicle to bring it all the way to the front door. A couple of weeks passed but heard nothing, so we followed up again after which we received a call that the delivery will be sent out on a certain date. All went as hoped as the items were delivered.
Upon unpacking the toilet, we decided that we’d like to opt for a different option and that we’d like to exchange it. When we tried to arrange for this to be returned, we were informed that it will cost £75 for the toilet to be collected and £25 for a replacement to be sent. I then suggested returning the toilet to the branch and collecting the product of our choice at the same time. After a couple of weeks, we drove to the Bathstore / Homebase Bridgend to return the toilet at which point we were informed that the new toilet was never ordered. There was also a scramble and confusion about the SKU number on the invoice and returning the old toilet. So off we went back home with the old toilet and waiting to hear about the new toilet being sent to the branch.
In the days after, I received a text from DHL to book a date for the toilet to be delivered, so the branch tried to rectify the situation by sending the toilet out for delivery, this was received. The following weekend we had to drive back to the branch again, to take the old toilet back.
A week prior to the installation date, we got in touch with the installer to confirm everything was on track, the bathroom had been delivered and we will be expecting him the following Tuesday. He was in agreement, all was going ahead as agreed.
The evening prior to installation we received a text message from the installer saying he is running late on another job and that he will be starting a day late with our installation. Trying to be reasonable and understanding we agreed that it will be OK.
On the morning of installation, we received a text message from the installer, saying he is not going to be able to do the job at all and that he can’t talk. Essentially, pulling out of the job altogether.
At this stage, we got in touch with Bathstore / Homebase Bridgend to inform them that their accredited installer had left us in this position, costing us an additional £3,000.00 due to works which were paid for but now not able to happen due to the installer dropping the ball. This included removal of existing electrics, connection of new combi-boiler, a decorator. All these teams were booked for specific dates, some work was done but some not as the bathroom was meant to go in.
As we expected, Bathstore / Homebase Bridgend would make this our problem as the installer is only “accredited” by them and not an employee. We were passed from one person to the next instore as clearly nobody wanted to deal with this situation.
All 3 members of the team we spoke to informed us that this is nothing to do with Bathstore / Homebase and that we can either cancel and return the order or find another person to install the bathroom. I explained that I’m confused as to why this isn’t being taken seriously as this is clearly causing us a lot of stress and also is having a cost implication for us. Unfortunately, the team didn’t care. We have a bathroom suite stacked in boxes on the landing with no existing functioning bathroom and as it is festive season, we cannot find anyone to install this until early 2021. We are now living at the property without a bathroom so we are paying for an Airbb every few nights in order to shower.
I don’t know if this review will be published as it seems giving honest reviews and feedback is monitored and or removed. In 23 years of working in production and dealing with contractors or retail, I have never come across such incompetence. The way in which this matter has been handled is a disgrace and we have been completely dismissed in this situation, by the local branch, the installer as well as Bathrstore and Homebase as we have not even had a call from anyone to apologise or follow up to see if we’ve managed to secure someone to do the work.
I will never support either of these stores again and I hope others who read this will tread carefully with this business. Complete shambles.
Jul 22, 2021
City where company is located (optional): Otford
The staff in the Otford branch are extremely rude. I asked where a specific item was and the staff member shrugged and said “over there”. I couldn’t find it and as the same member of staff came towards me with another customer I asked again where it was. He started shouting at me and was extremely rude and aggressive the lady manager was a complete waste of space. Other customers in there at the time said that most of the staff in the branch are rude