Homebase - Customer service doesn't exist (Homebase)

Member Name: Jani123

Product:	Homebase
Date:	26/05/09 (316 review reads)
Rating:

Advantages: None. Special offers are available from many other and better kitchen and bathroom suppliers.

Disadvantages: Far too long between ordering and delivery. Customer service is non-existent.

With my builder, I planned and ordered my new fitted kitchen with the assistance of their in-store kitchen planner on 23 January with the promised delivery of 6-8 weeks.

At week 7, I rang to find out if they could give me a delivery date and was told it would be at least another 2-3 weeks. I finally received part-delivery mid-March, some of which was damaged and some of which had not been part of my original design or order. The delivery men were surly and rude, complaining about the number of deliveries they had to make and refused toa llow me time to even check that the number of items for delivery was correct, let alone the items themselves.

The rest of the order was received the following week, with no notification. Luckily my builder was at my home and took delivery for me.

It further transpired that the kitchen planner had miscalculated, despite having been given the measurements and neither the dishwasher nor the base unit for under the sink would fit into their alloted spaces. The taps I was sold were not suitable for use with a combi boiler and had to be changed.

Requesting a refund and replacement, I was told that I had to bring the goods back to the store to get a refund. A full size dishwasher won't fit into the boot or back seat of a small family car. Luckily my builder was able to take it and the unit back for me in his van. I had no choice but to reorder the base unit so that it would match the rest of the kitchen. which would mean another long wait for delivery. I declined to reorder another dishwasher from them.

We are now nearing the end of May 2009 and my kitchen is still not complete. I have rung the suppliers who have no record of my reorder, which is worrying. I rang the store to be told that there is no-one available "in kitchens" until after 2.00 pm.

Having spent a considerable amount of money and paying in full at the time of ordering, it seems that neither the store nor the suppliers give a damn about the customer. It's a case of "We've had your money, now go away please and stop being a nuisance".

The suppliers tell customers they have to contact the store whilst the store tells the customer that they have to contact the supplier. The endless and fruitless phone calls are frustrating and stressful.

The rating option on this review site doesn't allow for no stars, which is what I feel they deserve. I would never recommend Homebase to anyone and have warned a couple of friends who are thinking of having new bathrooms and kitchens to go anywhere but Homebase.

Judging from many of the Homebase reviews on this site, I am not alone in my non-delivery misery. Had I been aware of this forum before January, I would not have placed my order with this cowboy outfit.

I am today writing to Homebase head office to make this complaint official.

Jan W.

PS. The new slimline dishwasher I bought locally from an independent shop, was delivered after closing time on the day of purchase at the promised time of between 6 and 6.30 pm, free of charge.

THAT's what customer service should be all about! Homebase could learn a thing or two.

Summary: I will never make another major purchase from this company