Homebase missing part

PigOfHappiness

I recently purchased a patio set from Homebase online. When I’ve come to build it, there is a missing chair piece. I’ve been trying for over a week to contact them, but their online form constantly shows as ‘unavailable’. I did manage to find a phone number online (not in their website) but the number is constantly engaged. Anyone had any luck contacting them? I’m coming close to 30 days post purchase and I just can’t get in touch!

born_again

Homebase is no longer a going concern. (late 2024)

It is the Range that own the (Homebase) brand. So like Range online was the purchase via a 3rd party seller or direct from supplier?

PigOfHappiness

I purchased it from Homebase.co.uk and all my email confirmation and delivery notifications are coming from Homebase?

Alderbank

https://forums.moneysavingexpert.com/discussion/comment/81926676#Comment_81926676

From their FAQ on the Homebase website:

How do I know if an item is shipped direct from supplier?

This will be indicated on your confirmation email or next to the ‘add to basket’ button. Unless this is stated, the item is sold & shipped by homebase.co.uk

Spikeygran

The parent company of the Range bought out most of the business and seems to still be operating online and garden centres in some stores.

https://www.homebase.co.uk/en-uk/help#/returns-refunds/return-item

Its saying 14 days for return or notification of intent to return but that shouldn't apply to a faulty item (or one with missing parts). Its always a good idea to inspect items immediately and check the individual online retailers returns terms.

I would keep trying the website, have you got the pop up blocker switched on your browser, or an add blocker on? The web forms and chat are often blocked or return errors when they are switched on. So maybe try again with them set to off and page refreshed?

If possible you could try taking it back (it says you can on the link) it actually says to one of the homebase stores, but assume it means to one of the Range/ homebase stores. A nice chat with the manager (worried about other customers listening in) may help.

Failing that a charge back from your funding source should cover you.

Alderbank

@Spikeygran said:

…a charge back from your funding source should cover you…

Why say that to the OP? It's not disputed that the seller has delivered the patio set

Spikeygran

@Alderbank It can be used for items that are not as described too, or faulty. The op hasn't got what hes paid for hes missing a significant part.

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/

Isthisforreal99

https://forums.moneysavingexpert.com/discussion/comment/81927554#Comment_81927554

To invoke chargeback you have to return the goods.

Spikeygran

I didn't have to return the item first when I had to contact my bank.

Subsequently having the payment reversed triggered the retailer into action who arranged the collection I'd been asking for from the start, made their own refund and the bank then returned the original payment.

Isthisforreal99

https://forums.moneysavingexpert.com/discussion/comment/81927583#Comment_81927583

Totally different scenario here, from what I see no return has been initiated. OP wants the spare parr, no mention of rejecting goods at this point.

In your scenario the retailer could have contested the chargeback quite easily.

Spikeygran

I realise that at this stage the OP would like the missing parts of his order.

However that just doesn't happen these days, For most online retailers its a sealed boxed system, they don't have spares. Even if you go into one of their stores, its unlikely they will break open a box, they will exchange.

So the only real options are a replacement set, a return for full refund or a partial refund to cover the missing items which wouldn't be acceptable in this case.

Hopefully the OP has managed to contact them now?