Help! Homebase purchase on debit card

AgedMillennial

I paid £100 for a range of items from Homebase online on 6 April - and £60 worth of the items never arrived. I've emailed to request a refund countless times and am now at a loss as to what to do. I paid for the order on my debit card directly via the website rather than via PayPal or similar. Can anyone advise as to next steps? Homebase isn't accepting phone calls or social media communication. Thanks in advance.

Jude57

I'm in a similar situation, except that my order was placed in February and totalled over £360. I wish I'd done my research as unfortunately there's lots of information online about how bad Homebase are, but it's a lesson learned. I'm currently awaiting a decision from my bank on a chargeback claim and I suggest you contact your bank and start the process as soon as possible. You have 120 days from the original payment date to claim a chargeback but why wait? Good luck!

AgedMillennial

Agh, sorry to hear that Jude57! Nightmare. Thanks for the advice, and best of luck to you. That's a lot of cash, and it's a stressful business isn't it!

Jude57

Just to update this in case it helps others, I had an email from my bank on Tuesday asking for a copy of my receipt which I emailed straight back.  Today they've emailed to say:
"We’re pleased to tell you that we have returned the above item to the respective merchant’s bank and you will see a credit on your account by the close of business the next working day . However, it is possible that the merchant will not agree with this decision and may be able to provide more information to prove the payment is correct. They have 30 days to reply. We will let you know if we are contacted by the merchant."
It's taken 7 weeks for my bank to sort this, but given the difficulties they're working with at present, I think that's not bad - although I might feel differently if they'd denied my claim! I note the 'warning' that Homebase might not refund the bank, so of course will hang on to the funds just in case, but I thought I'd let you know that, although slow at the moment, chargeback does work.