Homebase not fulfilling order?

EHL123

Hi, hope someone can help. I ordered two sofas from Homebase on the 29th August, during their 15% off weekend. They were already heavily discounted in the sale, so I managed to get a leather corner seater and matching two seater for just under £500 – bargain! The corner sofa said delivery within 10 days, and the two seater was 28 days. They took the money the day after I placed my order, but when the 10 days passed with no word about the delivery of the corner sofa, I called them. They said both sofas would be delivered together, and therefore would both take 28 days (there is no mention of this in my confirmation email, but fair enough). I asked for an approximate date so I could get the decorating finished, and they told me 27th September at the latest, and I would be given a few days notice. The 27th is this Sunday and they only deliver Mon-Fri, so I'd assumed they'd be delivered sometime this week.

Surprise surprise, we get to today, and still no contact from them to arrange a delivery date. I called them again this morning and was told that the sofas won't be delivered by the 27th, I would just receive a phone call by the 27th to let me know what was happening. I told them my order confirmation said delivery within 28 days – not a phone call within 28 days - and the first time I called I'd been told they'd be delivered by the 27th at the latest. Unfortunately they couldn't care less, the girl I spoke to was very rude and unhelpful and just kept telling me to check the terms and conditions, as it's only an 'estimated delivery date'. She then dropped the bombshell when I do get the phone call, it will either be to arrange a delivery date (which could be anything from the next day to three weeks away!) OR to tell me that they couldn't fulfil my order??! I asked her what that meant and she said the items were now showing as out of stock, and as they were on clearance there's no way to know whether they have enough to fulfil the existing orders or not. I told her I sincerely hope they don't intend to keep me waiting for over a month just to tell me I'm not getting them anyway - she said it can and does happen! I asked her how they can justify taking money for something and then not keeping the stock, and she said sometimes people cancel their orders so they 'oversell'. Unbelievable - especially as they've had my money for a month!

So now I'm stuck - I'm going to have to wait until Sunday to find out whether I'm even getting the sofas or not. In the meantime I've been looking around for something else, but there's nothing within the £500 price range (full price these sofas would have been over £1000). And of course all the sales have finished. And even if I did find something, I'd have to wait for Homebase to refund my money, and then wait weeks for the new sofa to be delivered - meanwhile I've got no furniture because the old stuff has been thrown out! Not to mention all the other furniture has been bought to fit around these particular sofas. So I really hope I get the ones I’ve ordered, and soon.

Has anyone got any experience of dealing with Homebase? Is this type of thing quite common? This is the first time I've ordered anything from them, and I have to say it'll be the last! Their customer service is shocking.

:mad:

andrew-b

Did you buy online or was this in-store as you don't say (though you mention a confirmation email so online i guess?)..legally there can be a difference in your rights and the terms online aren't necessarily the same as those when you buy in store. I was in discussions yesterday with consumer direct about a similar thing - i'm waiting for tesco in-store opticians for new glasses that i paid for in July ..if i'd bought online i would have more of a leg to stand on in getting a refund in my case. If your paperwork or the terms say delivery in 28 days (which is the default anyway if ordering online and terms don't say otherwise) and doesn't have a disclaimer of "subject to availability" then they should honour that and if they don't your within your rights to cancel the order. If not you may just have to hang in there.

Anyway beyond the legalities, we bought sofas from Homebase ourselves a couple of years ago (again on a 10% day) but the order was placed in store. I vaguely recall them phoning me to arrange delivery and recall it being a while though not sure whether it was beyond 28 days - it may well have been though as i recall there was a notice actually on the display sofa in store saying delays were probable! Anyway I suspect you'll find they have themselves covered that 28 days is an expected date or worse 28-days from when the item is in stock!

Have a feeling i also received automated phone calls the day before to remind of delivery..however i think it's one of the classic "sometime in the morning/afternoon" delivery slots.

I don't see there is much you can do really other than wait.. at least if they are coming together you don't have to accept the first sofa only to find the second sofa isn't available!
In the meantime get the deck chairs out!

Andy

andrew-b

Just looked at the actual terms & conditions on the homebase website..they have themselves covered and don't have to delivery within 28 days..and it does mention subject to availability.
However under Distance Selling law (if you bought online) you can cancel your order if it was within 7 days of purchase or 7 days after delivery...however homebase give you 30-day money back guarantee after delivery so you can change your mind and they'll collect it free too.

Incidentally i just remembered we also bought a futon online from Argos (same delivery drivers etc - your homebase stuff will come in an argos lorry) that had slight damage on a corner. They would have replaced it but i told them i'd changed my mind so they took it back - though the collection was free the refund was minus the originally delivery charge.

Andy

EHL123

Hi Andy, thanks for taking the time to reply - looks like I'll just have to sit it out - pardon the pun!

The girl did say I can cancel without penalty, but I'd rather wait until I know I'm definitely not getting them. Hopefully they'll call before Sunday and tell me they're coming next week. But if they call and say they're no longer available, I'll be fuming - I passed up loads of other offers to buy these, and now the others are back up to full price grrr.

I have spotted a couple on the Artemis Home website in their sale, and they do next day delivery. Will have to put about £300 to the Homebase refund to get something similar, but at least I'll have something to sit on!

Oh the joys of decorating!