Homebase - Rugby Avis 

I purchased full kitchen from homebase in Rugby and all has gone wrong since day one. Wrong design, appliances order with things I didn’t need. Now I’m waiting for my appliances to be delivered and kitchen which I had already booked a date. On the day arranged nothing turned up. Now appliances are on hold; don’t know when it will arrive and kitchen keeps rescheduling on the same day that it has being booked for delivering!

They have wasted my time so many times.

The fitter has being booked for nothing where I had to pay him for nothing.

I’m sick of this situation, rang so many times and nobody can help. Don’t buy from Homebase.

Store closing but staff still helpful: thanks Sandra

My delivery to store took longer then the next day it stated when I placed my order. Then when it did arrive and I went to collect it was told it had already been collected.
After some time in store and other staff getting involved my item was located. It had just been checked out incorrectly by another member of the team.
I do understand the service on this occasion may have been impacted by the staff all recently learning the store was soon to close.

Ordered online and collected in an hour
Great service 👍

Nice arrangements

I recently purchased a kitchen from Homebase, and unfortunately, the experience has been nothing short of a nightmare. From the start, there have been multiple issues with the order and service, and I feel compelled to share my experience to warn others.

The kitchen designer and I agreed on a specific design, and I placed the order accordingly. However, once the kitchen arrived, it was missing several critical components. For example, drawers were supplied, but there was no carcass to fit them into. One unit was delivered without the internal drawers as specified, and instead of receiving one under-sink unit, I was sent two!

When I visited the store to resolve these issues, there was no one in the showroom to assist me. After some time, I found a designer who was new and, to my surprise, informed me that the person who originally designed my kitchen had left the company. When I raised the issue of missing items, the new designer simply pulled out an invoice and told me I hadn’t paid for them! How am I, as a customer, expected to read and understand the codes on an invoice that make no sense to anyone without expert knowledge?

To make matters worse, when I contacted customer service, they repeated the same unhelpful message, insisting that I couldn’t receive the missing items because they weren’t paid for—despite them being part of the original agreed-upon design! This back-and-forth has gone on for weeks, causing unnecessary delays.

Then came the final blow—an additional invoice arrived for worktop installation, informing me that I hadn’t been billed for the sink cut-out and electrical cut-out on the quartz cladding. How was this not included in the original quote? More delays and more frustration.

To sum it up: Homebase’s service has been appalling from start to finish. Their lack of accountability, poor communication, and blatant disregard for customer satisfaction is shocking. I highly recommend avoiding Homebase for kitchen purchases—there are far better retailers out there. No wonder the store where I purchased my kitchen has now been taken over by Sainsbury’s.

Absolutely dreadful service—0/10.

Friendly efficient customer service pity this is one of the places closing down

I ordered 3 shelving units items on click and collect. When I went to collect 2 were unavailable

Collected with ease from Click and Collect point and a lovely polite young man took order to my car and put in the boot which was much appreciated. Bought a lovely two coloured rose while there, so successful visit!

Easy to order, everything ready on trolley when I collected.

Ordered online. Mirror was available to collect in store within a few minutes. Easy pick up and staff very helpful.

Excellent customer service, the staff were friendly and helpful. I managed to get everything I needed. It’s a shame that this store is going to be closing.

Happy with my purchase

Quick transaction very friendly and professional was the homebase member of staff

Did a click and collect for 2 planters which were waiting at the customer desk when we arrived. One was damaged and the staff member found an alternative that was slightly chipped but OK (they were discounted), so we were happy to take them.

No indication when was delivered no contact with customer service

Server was grumpy. Brought wrong goods to click and collect. Item didn’t have what I expected. Item wasn’t in good condition but it was the only one you had

The lady on the checkout till directed me perfectly to the click and collect area. There I waited for the women at this post for about three minutes while her phone was ringing which was a call from the nice lady on the checkout till. She eventually decided to serve me and quite an abrupt attitude as if I were being a nuisance for disturbing her from what she was doing.
I received the item and thanked her.
When getting home to open the said package of a water butt filler kit I found that it was covered in water and the instruction sheet soaked. Obviously this had been bought and used by another customer and put straight back in its original bag. Thus not being checked by Homebase staff for its condition. Poor service Homebase.

I ordered a garden statue. At the desk I noticed it was damaged in a few places, the click and collect sticker was over one of them!
I was told to go and get one from the garden centre, which I did. There was luckily one left, which wasn't damaged.

I ordered the item, it was ready for collection after 30 minutes, when i collected the item it took around 5 minutes. Well done.