The order process was super easy and good. The collection part was a little bit of a disappointment with one of the pots having dirt inside and looking pretty scuffed up.
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Review summary
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Availability of product and quick easy online order. However there was no follow up email to advise when collection was ready nor did anyone answer the phone for over 20 minutes when I enquired about... See more
Company replied
Good product but special offer not working so ended up making loads of queries and eventually I got a refund.
Company replied
Kept me informed about my order, were really helpful and courteous on the day of the delivery and even made sure to bring it right through into my back garden and stack it safely for me. I was really... See more
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Company details
- Home Improvement Store
- Bathroom Supply Store
- Do-it-Yourself Shop
- Furniture Store
- Garden Center
- Kitchen Furniture Store
About Homebase
Written by the company
Homebase
Written by the company
- All your home needs
- We know what it takes to make a home. From the fixing, making, chopping, handy things. To the cosy, gorgeous, show-stopping, homely things. We’ve got the lot, all under one roof. Since we opened our freshly painted doors in 1979, we have been making homes and gardens that little bit brighter. Our helpful teams are on hand to help you with your next project in over 145 stores across the UK and Ireland. Whether you’re looking for inspiration on your next transformation or you’re on the hunt for the latest products and trends we have everything you need. Plus, we’ve got all the leading brands like Bathstore, Dulux, Farrow and Ball, Karcher, Powerbase and exclusive ranges from Country Living and House Beautiful. For more inspiration and ideas for your home and garden, follow us on: • Facebook • Instagram • LinkedIn • Pinterest
Contact info
Homebase, The Range Head Office, 15 William Prance Road, Derriford, PL6 5ZD, Plymouth, United Kingdom
- www.homebase.co.uk
4.0
Great
196K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 44% of negative reviews
Typically replies within 2 weeks
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Wrong item delivered
Wrong item delivered
Delivery driver put a glass table over a 6ft fence and broke all my lighting on my decking and did not put anything through my door to say it was there in the heavy rain
August 1, 2026
Reply from Homebase
Hi Alison Kirk,
Thank you for your feedback.
I’m pleased we’ve had the opportunity to look into this further and take the appropriate steps to work towards a resolution regarding poor handling of the delivery of the Rio Large Garden Table by the courier. I appreciate that your original experience was frustrating and not what we would have wanted, but I’m grateful you gave us the opportunity to put things right. Your feedback has been really valuable in helping us understand where we can improve and I'll make sure the right learnings are shared with the relevant team.
Thank you again for your patience and for working with us while we resolved this.
Best wishes,
Christian
Customer Care Team
Homebase
The service at The Range in Southend…
The service at The Range in Southend was absolutely terrible. Only one person could get my order although there were plenty of staff and a queue of people
Store looked very tired and dirty
July 28, 2026
Reply from Homebase
Hi there,
Thank you for your feedback.
I’m pleased we’ve had the opportunity to look into this further and take the appropriate steps to resolve the matter. We have also followed up with you directly via email regarding the poor experience you had in-store when collecting your order.
I appreciate that your original experience was frustrating and not what we would have wanted, but I’m grateful you gave us the opportunity to put things right.
Your feedback has been really valuable in helping us understand where we can improve and I'll make sure the right learnings are shared with the relevant team.
Thank you again for your patience and for working with us while we resolved this.
Best wishes,
Anton
Homebase Customer Recovery Team
Service team delaying refund of incorrect items
I was sent items that were not as described. The images and description of stake lights do not match what I was sent. Instead, I’ve been sent gaudy versions with tacky swirls. I’ve logged a return request and the customer service team are delaying my return to investigate the issue, asking for additional images. To be clear, as the items are not as described, I’m entitled to a refund based on the Consumer Rights Act 2015. Other companies are better are arranging refunds for returns, with no issue or delay. This is a strange tactic.
July 30, 2026
Unprompted review
Excellent and very quick service
Excellent and very quick service. All ready within 15 minutes but it was the ''RANGE''pick up. No homebase in my local town anymore.
July 31, 2026
Unprompted review
Reply from Homebase
Hi Chris Taylor,
Thank you for taking the time to leave such a fantastic review. I am delighted you received such quick service, and we appreciate your understanding regarding the Range pick-up option due to your local Homebase no longer being available. Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Christian
Homebase Customer Care Team
Items were not delivered and returned…
Items were not delivered and returned as the courier said there was no house number. The address was a school, which makes it very obvious from the big sign. Despite trying to contact both the courier and Homebase, we were only able to message a ‘bot’ who could not help.
June 30, 2026
Reply from Homebase
Hi Megan,
Thank you for your feedback.
I’m pleased we’ve had the opportunity to look into this further and take the appropriate steps to resolve the matter. We have also followed up with you directly via email regarding the delivery of the frames you did not receive.
I appreciate that your original experience was frustrating and not what we would have wanted, but I’m grateful you gave us the opportunity to put things right.
Your feedback has been really valuable in helping us understand where we can improve and I'll make sure the right learnings are shared with the relevant team.
Thank you again for your patience and for working with us while we resolved this.
Best wishes,
Anton
Homebase Customer Recovery Team
Didn't receive my order
Didn't receive my order, ordered on the 17th July, got promised delivery by 27th July, no sign of delivery, they won't send a new item out as asked and so I have now finally waited till 31st of July with no signs of this being resolved I have finally gave in and asked for a refund and they still won't help me and keep sending generic emails to me saying wait 48 hours which I have done 3 times over
July 17, 2026
Unprompted review
Reply from Homebase
Hello Wilson,
Thank you for your feedback.
I’m pleased we’ve had the opportunity to look into this further and take the appropriate steps to resolve the matter. I’ve also followed up with you directly via email regarding your delayed delivery.
I appreciate that your original experience was frustrating and not what we would have wanted, but I’m grateful you gave us the opportunity to put things right.
Your feedback has been really valuable in helping us understand where we can improve and I'll make sure the right learnings are shared with the relevant team.
Thank you again for your patience and for working with us while we resolved this.
Best wishes,
Kamila
Homebase Customer Recovery Team
I received the wrong item and when…
I received the wrong item and when attempting to get help no one responded and this is very disappointing as a new customer I expected better. But overall my experience was an utter misery so I'll make sure to tell my friends to not go to you Homebase and related to company
July 17, 2026
Reply from Homebase
Hello Younas,
Thank you for taking the time to speak with us and for allowing me the opportunity to resolve your concerns. I'm delighted I was able to reach a positive outcome for you regarding wrong item delivered.
Whilst we're disappointed that your journey started with an issue, it's great to know we were able to turn the situation around and provide the support you deserved.
Thank you once again for your patience and understanding throughout and I genuinely appreciate the opportunity to put things right.
Best Wishes,
Kamila
Homebase Customer Care Team
excellent product and on time with…
excellent product and on time with order in fact early
July 26, 2026
Reply from Homebase
Hello Courtney,
Thank you for taking the time to leave such a fantastic review. It's great to hear that you had a positive experience with us and that we were able to provide the level of service you expected.
Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and I look forward to helping you again in the future.
Best Wishes,
Kamila
Homebase Customer Care Team
Reply from Homebase
Hello Marica,
Thank you for taking the time to leave such a fantastic review and I’m glad that we delivered on our promise.
I value your feedback and will share this with our team that work tirelessly to make this experience possible - I know they'll really appreciate the feedback.
Thank you for choosing us, and I look forward to helping you again in the future.
Best Wishes,
Kamila
Homebase Customer Care Team
Reply from Homebase
Hello Joanna,
Thank you for taking the time to leave such a fantastic review. It's great to hear that you had a positive experience with us and that we were able to provide the level of service you expected.
Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and I look forward to helping you again in the future.
Best Wishes,
Kamila
Homebase Customer Care Team
excellent product
July 29, 2026
Reply from Homebase
Hi Brian,
Thank you for taking the time to leave such a fantastic review.
It's great to hear that you had a positive experience with us and that we were able to provide the level of service you expected.
Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Jenny
Homebase Customer Care Team
Ordered paint online
Ordered paint online. Difficult to find click and collect - suggest clearer signage. Had to wander about - eventually found an assistant who was able to direct me. Unfortunately paint wasn't good - streaky, even after a good stir. Obviously offered a refund but it isn't convenient - right over the other side of town. Won't order click and collect again from this store due to location of the store + poor quality of item.
July 26, 2026
Reply from Homebase
Hello Jane,
Thank you for taking the time to speak with us and for allowing me the opportunity to resolve your concerns. I'm delighted I was able to reach a positive outcome for you regarding the poor quality of the paint.
Whilst we're disappointed that your journey started with an issue, it's great to know we were able to turn the situation around and provide the support you deserved.
Thank you once again for your patience and understanding throughout and I genuinely appreciate the opportunity to put things right.
Best Wishes,
Kamila
Homebase Customer Care Team
Ordered lamp online as unable to…
Ordered lamp online as unable to collect in any store.
Lamp arrived broken
July 30, 2026
Reply from Homebase
Hello,
Thank you for taking the time to speak with us and for allowing me the opportunity to resolve your concerns. I'm delighted I was able to reach a positive outcome for you regarding damaged lamp.
Whilst we're disappointed that your journey started with an issue, it's great to know we were able to turn the situation around and provide the support you deserved.
Thank you once again for your patience and understanding throughout and I genuinely appreciate the opportunity to put things right.
Best Wishes,
Kamila
Homebase Customer Care Team
Reply from Homebase
Hi Joan,
Thank you for taking the time to leave such a fantastic review.
It's great to hear that you had a positive experience with us and that we were able to provide the level of service you expected.
Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Jenny
Customer Care Team
Homebase
Very pleased with the garden furniture.
Very pleased with the garden furniture.
Good delivery.
July 24, 2026
Reply from Homebase
Hi Gill,
Thank you for taking the time to leave such a fantastic review.
It's great to hear that you had a positive experience with us and that we were able to provide the level of service you expected.
Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Jenny
Customer Care Team
Homebase
Reply from Homebase
Hi Ian,
Thank you for taking the time to leave such a fantastic review. It's great to hear that you had a positive experience with us and that we were able to provide the level of service you expected with the collection of your PVC track from the Ruislip branch. Feedback like this means a lot to the team, and I'll make sure your comments are shared with those involved.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Anton
Homebase Customer Care Team
Reply from Homebase
Hi MS WENDY WALKER,
Thank you for taking the time to leave such a fantastic review.
It's great to hear that you had a positive experience with us and that the wilko Wax Enriched Timbercare 5L - English Oak you purchased matched your expectations. We value your feedback and will share this with our team that worked tirelessly to make this experience possible.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Tyrese
Homebase Customer Care Team
I joined as a member and ordered but I…
I joined as a member and ordered a parasol base but I cannot track it as the website will not recognise my postcode and it's not a new build, what an absolute disgrace so no updates or access to information.
Update: 30/07/2026
The item has turned up quicker than advertised which is great but that's where the positivity stopped.
The vertical foot pole is missing, tried to call but the Custmer Service number always engaged(checked online and it appears intentional due to low staff), no live chat bubble hence email is the only way to communicate with Homebase customer services, I sent an email with pictures, got a automated response then finally Ally responded and said that another team will get back to me within 48 hours!!!!
Update 04/08/2026
The HB team have been very communicative and while there is a lag between messages they have worked hard to address and resolve the issue which has now been done.
Despite the lack of direct communication opportunity they have done well.
Update 11/08/2026
Thought give HB another go, ordered a nice large BBQ online, communication was good as expected, delivery was lightning fast, the package arrived in pristine condition, the delivery driver was polite and helpful (it was a large parcel) and he put it inside the door.
I will continue to use them for further purchases.
Thank you HB 😊
July 29, 2026
Unprompted review
Reply from Homebase
Hi Mr. Kucuk,
Thank you for your feedback.
I’m pleased we have had the opportunity to look into this further and take the appropriate steps to work towards a resolution regarding the parasol base you received with missing parts.
I appreciate that your original experience was frustrating and not what we would have wanted, but I’m grateful you gave us the opportunity to try to put things right.
Your feedback has been really valuable in helping us understand where we can improve and I'll make sure the right learnings are shared with the relevant team.
Thank you again for your patience and for working with us while we resolved this.
Best wishes,
Anton
Homebase Customer Recovery Team
Great product at a great price
Great product at a great price
Quick delivery
Will use again
July 25, 2026
Reply from Homebase
Hi James,
Thank you for taking the time to leave such a fantastic review.
It's great to hear that you had a positive experience with us and that the Ice Box - Anthracite you purchased matched your expectations. We value your feedback and will share this with our team that worked tirelessly to make this experience possible.
Thank you for choosing us, and we look forward to helping you again in the future.
Best Wishes
Tyrese
Homebase Customer Care Team
Item was delivered damaged
Item was delivered damaged. Photos were taken as proof. The protective wrapping was minimal and not fit for purpose. Tried to contact to get replacement or refund but no joy. Very disappointed
July 29, 2026
Reply from Homebase
Hello Nilesh,
Thank you for your feedback.
I’m pleased we’ve had the opportunity to look into this further and take the appropriate steps to resolve the matter. I’ve also followed up with you directly via email regarding your damaged item.
I appreciate that your original experience was frustrating and not what we would have wanted, but I’m grateful you gave us the opportunity to put things right.
Your feedback has been really valuable in helping us understand where we can improve and I'll make sure the right learnings are shared with the relevant team.
Thank you again for your patience and for working with us while we resolved this.
Best wishes,
Kamila
Homebase Customer Recovery Team
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