Homebase have 1000's of orders they have not delivered or refunded. No replies, my order 29.03.20

sbrophy

I see there are thousands of people that have placed orders like myself, requested refunds like myself, and no responses received.
What can we do, this is so wrong!  I will never shop there again and I was a loyal customer.  Am so cross they have done this!

Aylesbury_Duck

Don't shop there again?

AnnePriest

House of Fraser / sports Direct the same and I think they’ve disabled every method of contact. No reply from my multiple messages. Webchat and  phone non existent and twitter etc disabled. I need to know what to do about my garden furniture which appears to be stuck at Hermes who won’t speak to me. Last tracking on 11th May says label reprinted what does that mean? I’m worried sick I can’t afford to lose this money 

JJ_Egan

Garden furniture and covid 19 and delivery s disrupted  .

cajef

Used Homebase for home delivery of three items, order placed on the 24/03/2020 two arrived within two weeks still waiting for the third, no response from them despite numerous emails.

born_again

Sadly like many other retailers.
Lack of staff, to pick & deliver items. Never mind actually deal with customer queries. Remember every time someone resend's a email, it adds to any delays. (due to Covid-19)
Unable to source items. (due to Covid-19)
Not geared up to deal with demand. (due to Covid-19)
And too many people sat at home ordering non essential items. (due to Covid-19)

BookieBee

Hi all,

Finally got a refund from Homebase. Homebase had emailed me after many weeks to say they could not deliver my items due to supplier issues, but I never got the refund they said I would get. Been a nightmare to get it, but what worked was by sending a polite email to {Email removed by Forum Team}. Within 72 hours, someone from customer services emailed me, apologising and said the refund I had been told I would get around 6 May would be processed by 6pm today. Actually, the refund appeared on my credit card statement online when I just checked. So, if waiting for a refund which is several weeks late, send a polite email to {Removed by Forum Team}. That will then get forwarded internally to customer services. Glad the saga is finally over! Good luck.

pulliptears

Have to say, I won't use Homebase again after my recent experience.
Way back in March I ordered 3 things from them.  Heard no more until suddenly, mid April, a box was delivered containing 2 of the 3 things I'd ordered.  The delivery driver (still no idea who that was as I never had any dispatch email) managed to break our front gate as well.

Contacted Homebase and asked for a refund of the missing item.  Nothing.  Exhausted Twitter, Facebook, Email, Customer Care forms.  Nothing.  After 3 weeks I decided actually, I wasn't letting this go so tried again.  Finally last week I managed to get a refund for the missing item and a refund of the delivery charge.  I was beginning to think either seance or smoke signal was the best way to reach them.  Appreciate they are stupidly busy, but they are happily cherry picking complaints via Twitter and ignoring others.

Then, a couple of days ago I received a response to the customer care form, where I asked for a refund of the missing item,  which left me in no doubt they had no clue what they were doing anymore.....

We have received your request to cancel your order however upon checking our system, I can see the order has processed and is unfortunately past the point at which we can cancel your delivery. Please refuse the items once they arrive and we will process this as a return for you.

[Deleted User]

pulliptears said:

Have to say, I won't use Homebase again after my recent experience.
Way back in March I ordered 3 things from them.  Heard no more until suddenly, mid April, a box was delivered containing 2 of the 3 things I'd ordered.  The delivery driver (still no idea who that was as I never had any dispatch email) managed to break our front gate as well.

Why would you boycott this firm? You ordered during lockdown when people were furloughed and staffing levels were at their lowest. Even now they are struggling to restore normality, just as every other such retailer is. 

In normal circumstance, the customer service you received would be appalling but these are not normal circumstances.  

pulliptears

Moneyineptitude said:

pulliptears said:

Have to say, I won't use Homebase again after my recent experience.
Way back in March I ordered 3 things from them.  Heard no more until suddenly, mid April, a box was delivered containing 2 of the 3 things I'd ordered.  The delivery driver (still no idea who that was as I never had any dispatch email) managed to break our front gate as well.

Why would you boycott this firm? You ordered during lockdown when people were furloughed and staffing levels were at their lowest. Even now they are struggling to restore normality, just as every other such retailer is. 

In normal circumstance, the customer service you received would be appalling but these are not normal circumstances.  

I clearly stated why I'd boycott them.
Because they cherry pick who they respond to on all social media platforms.  Other firms (B&Q, Wickes, Wilko's etc) have managed a high level of customer service whereas Homebases response seems to be just to stick their fingers in their ears and ignore all but a few.
At no point did I expect my delivery to arrive with the usual speed, I do expect a response to a simple question, asked via half a dozen methods, within 4 weeks, and then for that response to at least have some relevance to the actual question asked.  Clearly my email had not even been read.

Thanks for reminding me that "these are not normal circumstances"  though, hadn't noticed

[Deleted User]

pulliptears said:.  Other firms (B&Q, Wickes, Wilko's etc) have managed a high level of customer service whereas Homebases response seems to be just to stick their fingers in their ears and ignore all but a few.

More than one thread here about each of those firms you cite would seem to indicate otherwise due to the Pandemic. Of course where you shop is entirely up to you,  but personally I'd not let how a particular retailer coped during the Covid Crisis be the deciding factor. 

Ordering non-essential items for delivery during the Lockdown was always going to be hit-and-miss. Your experience is not unique across the whole gamut of DIY retailers.