Homebase Kitchen Order

kuruus

Hello one and all.

  Have similar experience in the fact I bought my kitchen from Homebase on 26th September and  should have arrived by 17th November. Only got the Taps..... Spoken with those in store and they gave me a email homebase@tenco.com  and  sent my enquiry with them and received a automated email straight away and this was that reply.

HHGL Limited and Hampden Group Limited – both in administration (together “the Companies”) 

 

Should your query be in respect of HHGL (ROI) Limited please contact homebaseROI@teneo.com 

 

For any media enquiries please contact Media.homebase@teneo.com 

 

Customer FAQs  

 

1. Online orders 

 

What is happening to current customer orders? 

 

Subject to the availability of stock, orders in process will be honoured where possible. Should the Joint Administrators not be in a position to fulfil an order it will be cancelled and a refund will be automatically issued via the original payment method.  

 

Will online orders be accepted? 

 

Subject to the availability of stock, online orders will continue to be accepted until further notice. 

 

2. In store- services 

 

Will in-store services (i.e. Rug Doctor Hire, Colour Matching, Colour Mixing, Gas Exchange and Hippo Bag Hire) remain? 

 

All in store services will remain until further notice from the Joint Administrators. Services will be restricted to the stock available.  

 

3. Kitchen, Bathroom and Bedroom Orders 

 

Will my current order be fulfilled? 

 

Subject to the availability of stock, current orders will be fulfilled as far as possible and subject to the JAs reaching agreements with certain suppliers. We are reviewing the status of orders and planned deliveries and will provide updates as and when we are able to.   

 

Can I place any new orders? 

 

Unfortunately, customers will not be able place new orders as these are currently on pause. 

 

Can I cancel my order? 

 

Requests for order cancellations will be reviewed on a case-by-case basis.  

 

Can I return my order? 

 

Orders are non-refundable with the exception of faulty / damaged items. 

 

For faulty / damaged items we will offer repair, exchange or refund as appropriate. 

 

What happens to customers’ deposits? 

 

Deposits received will be honoured, subject to the availability of stock. 

 

Deposits will be returned for any orders that cannot be fulfilled. A member of the sales team will contact the customer arrange a refund. 

 

Are customers’ deposits refundable? 

 

Deposits are nonrefundable for orders that can be fulfilled but the customer wishes to cancel the order. 

 

Deposits are only refundable for orders that cannot be fulfilled. A member of the sales team will contact the customer to arrange a refund. 

 

4. Discount  

 

Is the 10% discount still available if I subscribe to the Newsletter? 

 

Unfortunately, this discount will no longer be available. 

 

Is the 5% student discount available?  

 

Unfortunately, this discount will no longer be available. 

 

Is discount available to Blue Light Workers? 

 

Unfortunately, this discount will no longer be available. 

 

5. Gift Cards 

 

Will my gift card be accepted? 

 

Gift cards will continue to be redeemable in store and online until further notice from the Joint Administrators. 

 

Will I be able to purchase a gift card? 

 

Gift cards will no longer be sold, and no balances will be added to existing gift cards. 

 

6. Finance agreement  

 

What will happen to my current customer finance agreement with Novuna? 

 

Existing finance agreements for purchases from the Companies are not affected, and therefore customers should continue to make payments as normal. The finance agreement is between the customer and Novuna.   

 

If customers have any issues with payments under the finance agreement, they should be directed to the finance provider and not the Companies. 

 

Will Novuna continue to provide finance for in store purchases? 

 

Existing finance agreements for purchases from the Companies are not affected.  

 

Finance for in store purchases is currently on hold pending discussions with Novuna. 

 

7. Returns and Refunds 

 

What are the returns and refund policy for store purchases, online purchases, click and collect and orders placed in stores? 

 

Refunds/Returns 

 

1.     Store purchase  

 

Any unwanted / unused items purchased from the Companies’ stores (both pre and post appointment) are sold as seen and are not eligible for refund or exchange. 

 

2.     Online purchase  

 

Customers are entitled to exchange and refund unwanted item/s within 30 days provided they have a receipt or order confirmation and the item/s are unused and in a resalable condition.  

 

This does not apply to customised products which are non-refundable.  

 

3.     Click and collect 

 

Customers are entitled to exchange unwanted item/s within 30 days, provided they bring their receipt or order confirmation and payment card they used to purchase or place their order. The item/s must be unused and in a resalable condition.  

 

This does not apply to excluded items unless they are faulty. 

 

The item/s can only be exchanged from the store it was collected. 

 
In the event a store is closed, this service will no longer be available.  

 

Excluded items 

 

The following items cannot be returned or cancelled, unless they are faulty: 

 

·        Perishable goods such as plants or turf, ​including cut Christmas trees 

 

·        Items that are made to measure, or cut to size such as timber.​ 

 

·        Items that are mixed (i.e. paint)​ 

 

·        Items that are sealed for hygiene or health protection purposes if unsealed such as mattresses, duvets, bedding, and toilet seats (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered).​ 

 

·        Ex-display items which were sold on an “as-is” basis​ 

 

 

All returned items must be unused, in their original packaging, with a receipt. 

 

​Products which have been installed cannot be cancelled or returned unless faulty. 

 

Faulty items 

 

Faulty items will be refunded and exchanged, provided it is returned to the store it was purchased / collected with proof of purchase within 30 days from the date it was purchased.  

 

If no proof of purchase is available, an exchange for the item may be offered at the discretion of the manager for the value of the item at the date of the proposed exchange instore. 

 

9. Product recalls 

 

Will I be able to return and get a refund for items that have been recalled? 

 

Customers should continue to return any store branded item/s that have been recalled for a full refund. 

 

Customers should contact the manufacturer for all other item/s recalled.  

 

10. Credit card, Klarna and PayPal Finance purchases 

 

Am I able to make a claim if I have made a purchase using credit card and I am unable to receive a refund? 

 

Under section 75 of the Consumer Credit Act, customers may be able to make a claim against their credit card provider for anything purchased between £100 and £30,000. This includes deposits and partial payments made with their credit card. Customer should contact their card issuer to discuss their position. 

 

Am I able to make a claim if I have made a purchase using Klarna or PayPal Finance? 

 

Customers should contact Klarna or PayPal Finance directly to discuss their position 

 

Supplier FAQs 

 

1. Pre- appointment debt 

 

Will I be paid for goods and services provided prior to the date of appointment? 

 

Unfortunately, any amounts accrued prior to 13 November 2024 will rank as an unsecured claim against the Companies. 

 

How do I submit a claim? 

 

Further to this email and if applicable, you will receive formal notification of the Joint Administrators' appointment detailing information as to how to register as a creditor of the Company. As part of this, you will receive login details detailing how to submit your claim.

 

Can I get VAT bad debt relief and if so how? 

 

VAT bad debt relief is available in respect of all debts on supplies made on or after 1 April 1989, for which VAT was charged and accounted for to HM Revenue & Customs, which has been outstanding for a period of six months and is written off in the accounts. No further documentation is necessary. 

 

3. Retention of title 

 

How can I collect my goods on site, if they have not been paid for by the Companies?  

 

Certain creditors may have a Retention of Title claim over goods in the Companies’ possession. If you think you have a claim, please contact james.duncan@teneo.com to make the necessary arrangements to deal with your claim.  

 

Such claims should be supported by relevant documentation and an indication of how such stocks may be identified to specific unpaid invoices. 

 

4. Continuation of services 

 

Will I be required to continue to provide suppliers or services? 

 

The Joint Administrators will directly contact you if they request that you continue to supply goods/services to the Companies during the administration to help facilitate the realisation of assets. 

 

Gavin Park, Gavin Maher and Adele MacLeod of Teneo Financial Advisory Limited were appointed Joint Administrators of HHGL Limited on 13 November 2024.

Gavin Park and Adele MacLeod were also appointed Joint Administrators of Hampden Group Limited on 13 November 2024.

 

Damien Murran and Enda Lowry of Teneo Restructuring (Ireland) Limited were appointed Joint Provisional Liquidators of HHGL (ROI) Limited on 13 November 2024.

The affairs, business and property of HHGL Limited and Hampden Group Limited are managed by the Joint Administrators. The Joint Administrators act as agents of the companies and contract without personal liability. The Joint Administrators are authorised by the Institute of Chartered Accountants in England and Wales. All licensed insolvency practitioners of Teneo Financial Advisory Limited are licensed in the UK.

 

The affairs, business and property of HHGL (ROI) Limited are managed by the Joint Provisional Liquidators. The Joint Provisional Liquidators contract without personal liability. The Joint Provisional Liquidators are authorised by Chartered Accountants Ireland. All licensed insolvency practitioners of Teneo Restructuring (Ireland) Limited are licensed in Ireland. 

 

Now for me I am trying to get my head round it all and would like some clarity if possible with my situation. My kitchen came in at around £5k8. I paid £2k1 on a credit card and the rest was paid from my bank using a Mastercard Debit card. Now if they deliver all is good but if they do not and I don't get my kitchen. Going Article 75 on the credit card would cover the whole 5k8? or just the 2k1 that I initially had paid on it? I presume best bet would be is to go Credit Card first then approach bank for charge back if required if the credit card does not cover everything? This is stressing me out a little and just want peace of mind what I should expect and whether it would all be covered in some form as to be honest I cannot afford to pay it all out again as I used some of my pension on it. Because it was so close to delivery half my old kitchen is already ripped out and gone so stuck with half a kitchen and with no kitchen enroute I am struggling to sleep and stuff with worry about getting it all sorted. Thankfully it is only cupboards and no white goods involved, Any advice sent my way would be highly appreciated.

cvf1986

I am outstanding delivery of a kitchen order paid for in October. Tried to ring their xpo delivery number straight to voicemail to be told it’s full. Called the store I purchased from no answer. Three hours on phone eventually got through to customer services told no delivery of third party goods so they won’t be for example getting appliances from AO. Told kitchen units are Homebase stock and I’m still down for delivery 23rd November. Was told by man at customer services I could get a refund but called another store and have seen on website no refunds of any kind are being issued. Have instigated chargeback told it will take up to 12 weeks and no guarantee I will see money again…..great 

Grumpy_chap

cvf1986 said:

I am outstanding delivery of a kitchen order paid for in October. Tried to ring their xpo delivery number straight to voicemail to be told it’s full. Called the store I purchased from no answer. Three hours on phone eventually got through to customer services told no delivery of third party goods so they won’t be for example getting appliances from AO. Told kitchen units are Homebase stock and I’m still down for delivery 23rd November. Was told by man at customer services I could get a refund but called another store and have seen on website no refunds of any kind are being issued. Have instigated chargeback told it will take up to 12 weeks and no guarantee I will see money again…..great 

The reports in the press indicate that the freeze on supply by AO and such like may be temporary and the Administrators are looking for a way to allow those supplies to resume - which will mean the Administrators guaranteeing payment to the suppliers.

It really is worth waiting for now until Homebase / the Administrators make some communications.  
If individuals cancel, they may find they are less able to recover funds than if the business cancels.

born_again

cvf1986 said:

I am outstanding delivery of a kitchen order paid for in October. Tried to ring their xpo delivery number straight to voicemail to be told it’s full. Called the store I purchased from no answer. Three hours on phone eventually got through to customer services told no delivery of third party goods so they won’t be for example getting appliances from AO. Told kitchen units are Homebase stock and I’m still down for delivery 23rd November. Was told by man at customer services I could get a refund but called another store and have seen on website no refunds of any kind are being issued. Have instigated chargeback told it will take up to 12 weeks and no guarantee I will see money again…..great 

So chargeback should not be started till after that date. As before they can simply reject stating will be delivered. That is you one chargeback option gone.

We are not actioning any of these, as it is a unknown exactly what is going to happen at the moment. 

dogsaremyppl

Hi All,

Thought I’d post our situation and our updates from Homebase/AO/XPO/Novuna in the hope that it’s useful to anyone. 

I appreciate that a lot of us are possibly being told different things by different people sometimes so I’m not sure if anything will apply to you but I hope it helps. 

On 13th Nov AO text us to say they weren’t delivering on 14th Nov and to contact Homebase. Homebase Customer Service said they didn’t know why and when we called AO they said Homebase were going in Administration and they were not honouring any Homebase orders. 14th Nov comes and goes with no AO delivery as expected. 

We phoned the Homebase store on 14th Nov and we were told that the kitchen delivery was still going ahead on 18th Nov. We phoned XPO who said that no Homebase orders were being sent any longer. So at this point the right and the left are giving different messages. 

On 15th Nov we phone Homebase Customer Service who state that the delivery is still going ahead on 18th and I started to query exactly what was in our delivery as we had made some changes to our kitchen and if it was arriving would it have parts missing or the parts we added to it after a measurement survey. I stated that I was also concerned that we wouldn’t have a warranty any longer as our kitchen units are Homebase ones and Homebase will no longer exist any and I asked about cancelling the kitchen. I was told that they were NOT TAKING ANY CANCELLATIONS at this time. I explained that as it was Friday and the kitchen is “meant to be” coming on Monday that if it had parts missing it would be too late to cancel when it’s on my doorstep. She said I could refuse delivery. 

We also phoned XPO who said there are NO DELIVERIES NATIONWIDE on 18th Nov which is in direct contradiction to Homebase Customer Services. 

We then phoned Novuna tell them that we didn’t want Homebase to start taking any money for the kitchen and we didn’t want the credit agreement to go live since we didn’t have anything. They said they can’t cancel anything and we needed to wait until there was further communication and they would be in touch with us. But importantly no money has been paid to Homebase (a lot of people have been asking this, however I would check for your individual circumstances on this one)!

We then phoned the Homebase store we bought the kitchen from to cancel our order. And we were given the Teneo email address. We have emailed Teneo and told them we don’t want the kitchen due to breech of contract. 

Firstly, they have not been able to deliver appliances we ordered - this may happen in time but how much time? Would we have a kitchen with no appliances because that’s completely not feasible. It’s hard to manage without a cooker and a fridge for a few days but with no end in sight that would be impossible. We are unable to store the kitchen without installing it right away since we live in a small flat. There’s just nowhere for it to go while Homebase and AO figure it out. And that’s IF they deliver the kitchen. We can’t put our old appliances into the new kitchen temporarily as some wont fit and some aren’t working properly. So logistically this wouldn’t work for us. 

Secondly, we made changes to our kitchen after we had the measurement survey done and we didn’t get an order number or delivery date for the extra cabinetry to be added to the kitchen. So our kitchen could have a huge hole in it and look completely unfinished. Who wants to pay all that money for an unfinished kitchen? I have no clue what’s showing up, if anything. 

Thirdly and this is the biggest thing, once Homebase is gone we won’t have a warranty with this kitchen. We would never ever buy something so expensive without a warranty and to lose this would be a big breech of contract. 

As far as I know from the news most of Homebase will become The Range and Homebase will be online but there’s no information that it will include kitchens so what that means for a warranty I don’t know and I cannot make an informed choice on it. Because of that I would rather pull out as the credit agreement isn’t live and currently no money has changed hands and so far they have breeched contract by not delivering and quite probably by not having a warranty anymore. 

Everyone keeps saying to wait but we’re days away from install so we’ve had to cancel our kitchen fitter after keeping him constantly updated as soon as we found out. After being told multiple times by XPO that it’s not coming I’d be shocked if it does. 

There’s a lot of mixed messages between Homebase/Customer Services/AO /XPO and Novuna (and the Teneo auto reply email that was posted on here) which I guess is reasonable in a time of flux where they haven’t all agreed between them how it’s going to work. BUT, they should be contacting their customers and letting them know what’s going on with a uniform message. It’s not like we all haven’t spent a lot of money with them. 

SIDENOTE: I worked for a retail company that went into administration in 2008 and I found out on the news on Xmas Eve that I was losing my job. When it came to my redundancy payout I became a creditor of the company and it took 1 1/2 years to get my redundancy cheque. I wanted to share this information just in case any of us become creditors for cash we have already paid or future deliveries that arrive damaged (please be careful of anything you accept) or for credit agreements we have signed. It could take quite some time. Also, after going through that with cold hearted administrators myself I have no doubt that the Homebase staff are not being treated well and have absolutely no clue what’s going on with their own situations. Our kitchen seller was absolutely amazing, he was a really nice guy and I feel gutted for him. 

I’ll update with anything I find out that might help anyone. I have my fingers crossed for you all!

k10f1

That's helpful, let us know how you get on.

I agree, the designer/sales person was lovely. I actually have her mobile number and I'm gutted for her. She loves her job, in her cubicle she had all her positive reviews from trust pilot printed and stuck to the wall. She tells me she will be there for 3 months still. However despite customer services saying it could be cancelled in store she actually can't. In her words "homebase is completely gone, I can't do anything because we're not owned by them anymore."

I'm meant to be getting a bathroom delivery this week from them. I've not been told it's cancelled yet so we will see if that shows up. I'm less worried by the bathroom. It's not on credit so if it doesn't come it doesn't have the same protections, but it's also much less money (a single wet wall) and if it doesn't come I can work around it and join the list of creditors. The £13,600 I've spent on a kitchen will be harder to take on the chin.....

kuruus

Good afternoon guys.

Did anyone have any thoughts on what  I had asked a couple of days ago ?  Which was.


Now for me I am trying to get my head round it all and would like some clarity if possible with my situation. My kitchen came in at around £5k8. I paid £2k1 on a credit card and the rest was paid from my bank using a Mastercard Debit card. Now if they deliver all is good but if they do not and I don't get my kitchen. Going Article 75 on the credit card would cover the whole 5k8? or just the 2k1 that I initially had paid on it? I presume best bet would be is to go Credit Card first then approach bank for charge back if required if the credit card does not cover everything? Never had to do anything like this and wanted to see what os best option.  I will be waiting and not cancelling as the kitchen was due to be delivered on 17th.  Thank you in advance for any inout thrown my way.

Alderbank

Credit card issuer is jointly liable with HomeBase to get you either the kitchen you ordered or a refund. Provided the  contract is between £100 and £30,000 they are jointly liable for that amount, regardless of the proportion actually paid on the credit card.

I think you are right for now in sitting on your hands and waiting to see what HomeBase (or their new owners) do. Hold fire until they have actually breached the contract. 

born_again

kuruus said:

Good afternoon guys.

Did anyone have any thoughts on what  I had asked a couple of days ago ?  Which was.


Now for me I am trying to get my head round it all and would like some clarity if possible with my situation. My kitchen came in at around £5k8. I paid £2k1 on a credit card and the rest was paid from my bank using a Mastercard Debit card. Now if they deliver all is good but if they do not and I don't get my kitchen. Going Article 75 on the credit card would cover the whole 5k8? or just the 2k1 that I initially had paid on it? I presume best bet would be is to go Credit Card first then approach bank for charge back if required if the credit card does not cover everything? Never had to do anything like this and wanted to see what os best option.  I will be waiting and not cancelling as the kitchen was due to be delivered on 17th.  Thank you in advance for any inout thrown my way.

You will have to do a chargeback on both cards to reclaim the funds. 
Delivered on a Sunday 17th?
So in effect ring both card providers, on Monday at start the process, if it has not turned up.

CC will not do a S75 when you have chargeback rights on another card.

mr_e

Good morning folks,I have been notified by xpo that my sink and fittings will be delivered tomorrow .Hopefully that means things are up and running again.