Homebase Reviews 

One star is giving Homebase online some credit for replying, but why I have had to wait 48 hours for a reply is beyond me. My order for a double egg chair is 3 weeks over due and still hasn't arrived even though DX who are homebase courier of choice advised that it was delivered two days ago. I am waiting on a POD as apparantly I signed for even it though I wasn't at home. Very poor service and would not recommend buying from Homebase and if you have DX as the courier then best of luck with that one. I am also 17 emails and counting trying to resolve this issue. They have no respect or consideration for the end user

The order process was super easy and good. The collection part was a little bit of a disappointment with one of the pots having dirt inside and looking pretty scuffed up.

Kept me informed about my order, were really helpful and courteous on the day of the delivery and even made sure to bring it right through into my back garden and stack it safely for me. I was really grateful for that as my husband and I have disabilities and would never have managed it by ourselves. I didn’t even have to ask them, they just did it. Really appreciated and impressed with the whole service from start to finish. We put our table and chairs together today, 05/08/26 it was the first time we have been able to manage to do it. Really disappointed to find one of the cushions are missing. We aren’t sure how this has happened as all the others were securely wrapped underneath the chairs. I can’t find a way of contacting Homebase to complain, so I’m really disappointed. It just ruins the look of my outdoor new dining set.

Not even completely took out of box! On closer look at picture on front i doubted this could hold weight of average weight adults without collapsing, had a bit of a look in box as far as i could see without dragging the whole lot out and could see its same fabric as my cheap fold up garden chair from branded shop! (Which couldnt hold my relatives 6'2" frame other day without strain) so it'l have to go back! Further to this,have taken back to the Range, where collected from, so i hope hope its refunded very soon!

Utterly Shocking.
£100 Ceramic BBQ arrived smashed on arrival,2 weeks later and 10 messages to Customer care and they still have not refunded me,they keep saying they have to pass the case to the 3rd Party to decide on a refund. It’s in sharp jagged pieces in the box I’ve told them this they still insisted I parcel it up and send it back with DPD. DPD have said it’s a prohibited item because it contains hazardous dangerous shots of razor sharp ceramic material that could puncture the box and therefore they won’t accept,it homebase however have told me to ignore the fact that it’s hazardous & to send it back nonetheless with DPD even though it may injure somebody. I told them I refuse! stating DPD‘s own dangerous good act and that it says they will not ship our return any broken ceramic material as it is classed as hazardous and dangerous material., Homebase replied & said they’d check again,
they’ve told me again they are happy for me book a collection and to send it back even though if somebody got hurt, (I would be legally responsible for the injury) and not homebase. every stage they have conditioned my refund on the return of dangerous gods, which is far as I’m aware is against the law.. I can honestly say homebase have to be the worst company I have ever bought anything from,their customer service is absolutely abysmal and their attitude to sorting things out is equally as low. They genuinely do not care! the fact that they’re happy to potentially injure a parcel carrier with dangerous goods is beyond belief. .

Placed online order, advised delivery on Friday, didn’t show up, contacted customer service on Saturday, we’ll get back to you within 48 hrs, they didn’t, it’s now Tuesday afternoon, contacted customer service again, sorry you’re order is delayed, we’ll update you within 48 hrs.. they seem to think customers are happy to wait 48 hrs for a reply, they’ve made no effort to keep me informed, shocking service in today’s online ordering world, just throw in the towel, your not set up to compete in the online world.

Update (July 23rd) 11 days after placing the order.
Homebase messaged me after reading this review, customer service gave me the CS waffle, said they would have the delivery to me in one or two days, didn’t happen, also offered me 10% off my next order, but this offer had more conditions that the Middle East ceasefire deal. No surprise I’ve had no contact from them, no delivery date, like to point out this is all down to the deal/relationship they have with xpd, the courier.
I’ve ordered the very same item, via Amazon, £40 cheaper, ordered on Thursday, it’s being delivered on Sat, This has come from the very same supplier and been shipped to the very same courier, it seem Amazon items are a priority and Homebase stuff just left to one side. Homebase need to sort this out, maybe Amazon pay more, or just have a better team negotiating deals.

I purchased a shed through Homebase which arrived damaged. I have reported this through both email and over the phone. Unfortunately due to what appears to be an outsourced customer service team I have been left very frustrated. The shed was purchased through Homebase but due to Homebase buying it through Global they are refusing to offer a partial refund over £25.00 which for a shed costing £300 is in my opinion unacceptable. I would not recommend Homebase or Global for either their customer service or products. If I could leave 0 stars I would. With the cost of everything going up, save your time and money and go somewhere you are valued as a customer. Really disappointing service

Firstly reading other reviews, its interesting that homebase never respond to poor reviews and only the positive ones, as this to be honest sums up my experience with them.

I had a wooden table and chair set that started cracking within 3 months of purchase, and contacted customer services. It took around a week and a half to get to a point where I could get a refund, after being asked to provide my order number at least 3 times, offered a £25 refund to keep a product that was £500 with wood that was splitting. Eventually after a painful process where I had to remind them of my consumer rights, they agreed to a refund. They also didnt want to hear my complaint and wanted me to take a gift card instead of making a complaint.

The product was returned and after 2 weeks I still didn't have my money back. After a few days of waiting for customer services to respond I got an email saying they had released my refund, when I asked when was my money released, they told me it was that day, meaning it took me to chase them before they released my refund despite returning the product!

Based off my experience, I will never buy online from Homebase or their partner shops Wilko or the Range ever again. Would only go in store. I would be more than happy to discuss my experience with customer services, however as I started I do not expect them to respond to my review.

Took 3 weeks to sort out how to return the item which was poor quality

I ordered the Item ordered for a family function. I was contacted whilst out to confirm delivery but the courier stated it was from The Range, not Homebase. A tad confused I tried to make contact once home to confirm what was happening. The number given didn't take return calls and I therefore resulted to email. I then found out that Homebase is owned by The Range and I now had two different reference no's, yet neither showed any delivery information. Not knowing what was happening I stayed in on the delivery date and sent countless emails to the Courier, Homebase and The Range. The Courier advised the item had been returned to The Range, why? I therefore contacted the Range and stated I wanted my order, and now for the best part; Your order is with Homebase not the Range! I complained to all but nothing SO GAVE UP!

I ordered a garden table set which included a table and 6 chairs. I received 8 chairs and no table. They claimed the table is no longer in stock. They suggested I keep the 8 chairs with a partial refund and look for a table to match myself which is a big nuisance. No compensation or understanding was provided. Very poor customer service, was going round in circles and then just asked for a full refund. It’s been over a week since the delivery men picked up the order and still no refund.

Worse company I have ever dealt with. I order a product over a month ago and it didn’t arrive. I didn’t get no notification from an email stating it was late or they couldn’t get hold of the product they just took my money. I then had to search for over 1hr to look for a way to contact customer service. Someone who doesn’t know how to contact them wouldn’t know as it is not obvious. I would never buy from this company again it is terrible.

Ordered a Gazebo online which stated it was in stock 08/07/2026. Received confirmation of delivery on or before 13/07/2026. Chased on 13/07/2026 and had reply next day that the relevant team would be in touch and to allow 48 hours for an update. As I had no reply I chased again 20/07/2026 to be told it is now out of stock and it may take some time so do I want to cancel the order or wait or cancel the order. The item is still advertised albeit showing now out of stock and coincidentally the price has now increased by £126. Shocking customer service where the customer has to do all of the chasing when things go wrong.

Ordered item, sent confirmation of order, followed by notice that item was ready to collect and collected within 2 hours! Amazing service!

fast shipping , easy ordering process

Fast pick up lovely member of staff that helped me load into the car

Received incorrect order, CS has corrected this for me, and thank you

I ordered and payed for my product on my phone twice, and had them delivered and the hole experience from start to finish was brilliant cannot fault homebase many thanks. Mr Michael Swaby.

Can’t do 0 stars….ordered a garden table and chairs, and not a cheap set. Didn’t notice till two days later that the postcode software they use had pulled in the wrong postcode. As advised by HB ‘help’ page I contacted the delivery company Ferdeco - yeah me neither - who I finally got through to after 3 attempts only be told by someone offshore that they couldn’t change my delivery postcode and to contact HB. So, I did and guess what, HB said they couldn’t change it either and to speak to the delivery company again. So I did that and was told the same thing. When I asked if they had delivery notes for the drivers he said they did but they they couldn’t add my correct postcode to the log as they could only deliver to the one they had. I pointed out, again, that it was incorrect and the driver would not find my house there, but as it was only 300m away surely a note could be added to re-direct the driver. Again, he said nobody could help. I then said fine leave it as it is and when the driver can’t find my house he will call me and I’ll direct him to the right place. His response..no we can’t do that as you’ve now told us the postcode is incorrect. 2026 and nobody can update a postcode or add a note to a log. I’ve now messaged HB (who I don’t think have a call centre) and they have said they will get the item back from the courier and then review my cancel request. So even though they know I haven’t received my order they are waiting to refund me for reasons unknown to me. Is there any wonder this company has struggled?! So, no product delivered and significantly out of pocket with no idea as to when they might decided to refund me. Absolute shambles!! When they do pull their finger out I’ll go and buy from someone else, all because they couldn’t change a minor detail!

Click and Collect.
I was told my item MIGHT be buried at the bottom of a pile of 60 pallets but they could not find it. I could wait until the manager came in later that day, as he might be able to find it. I asked for a refund. I was told it had been processed and I would get emails confirming this. I didn't.

I emailed to complain and was told it had been escalated for a refund review and I would receive the refund once the error had been cleared. I don't know what that meant but a week on and I have not had a refund.

Luckily, I used PayPal and raised a case with them. They found in my favour and gave me a full refund right away.
I won't use Homebase again.

** I have been asked to provide more details so that the company can respond to my review. This is not an outreach to customer services, but a review of my experience with the company. I did contact the company for support and they were not interested in resolving it. I find it inappropriate for a company to fail at basic customer service and then hop onto a review site to try and respond there. That is not what Trustpilot is for. I wrote this review to share my experience with other users of this website and it stands as such.**

***The company chose to respond to the review anyway and still requesting information so that they can try and mitigate an accurate 1 star review.
We are past the stage of direct interaction. I am using a review website and the end of my experience to leave a review about this company - for other users.
I am no longer seeking customer service or providing feedback to the company, as I already did both, directly.***