Homebase home delivery

lou1251

I placed an order online for laminate flooring and two curtain poles on the 13th March. I had a delivery date for the poles, but the laminate flooring would be delivered within 10 days. The poles came on the correct date, so I waited for a phone call about the flooring.

12 days later and I'd heard nothing, so I gave them a call. The guy said he wasn't exactly sure my order had actually gone through - what ??? So he would have to get in touch with admin and they would send me an email when they knew anything!

Got an email next day, stating that the order was still in the delivery time frame and that the flooring was actually out of stock and wasn't due into their warehouse until the 30th March and that I would get a phone call then from the carrier once it had been passed to them. I did check the website and noticed that the delivery had gone up to 15 days. So, 30th March comes and goes, it was the Easter weekend so I waited until Wednesday to call them.

Lady tells me the flooring was picked up by the carrier on Saturday the 3rd and that they normally have 72 hours to deliver, so should be with me on Thursday as it was Easter weekend. Nothing on the Thursday, but my partner did take a phone call that day, to say that the flooring would be with us on April 19th, but if the driver couldn't make it, he would sleep overnight and deliver it on the Tuesday. He tells them the order should have been here by the 23rd of last month, they tell him Homebase just passed on my details that day. So, we make sure one of us is always in on Monday, nothing came, did the same on Tuesday, guess what? Still no delivery. I checked the website and the flooring now has 5 days delivery. My local store has also had a delivery.

So I call Homebase again on Wednesday morning. Guy tells me my order is with a different department and gives me a new order reference number and transfers me to this other department. The girl has a look, sounds like she can't be bothered and doesn't really care and says, order was passed to their supplier and since it didn't come Monday or Tuesday, it might be here today or tomorrow then, so wait and see!! Now, I'm fuming, I tell her this isn't good enough and has gone on for too long, so she says right I will email them, find out what's happened. I tell her this is not good enough either and I want to cancel. So, she says fair enough, I will get them to email you details on how to cancel.

Still no email when I checked this afternoon. So I called them again. Girl says, your cancellation will be dealt with today and as you ordered online and paid by debit card, you will be refunded straight away. Finally received and email and the order has been cancelled, but I won't get my money back for another 7-10 days!!

I've used Homebase for years, I've always chose them over B&Q. We had planned on buying a sofa later this year from them, but after this, no way. I've checked on the net and there are others who have had this problem with their home delivery service. And it's actually been going on for years now. they just can't give anyone a straight answer either. I work in retail and we'd never treat our customers like this. We always give straight answers, if we didn't, then the big guy at the top would be handing us our P45, personally!

I was going to write or email a complaint (since they like emailing so much!), but I believe they've had lots already over the past few years and it doesn't seem to be making any difference.