What a great customer service experience from two counter guys (Chris & Sam) Both engaging & polite all the time I've been down there. Having dealt with others merchants in the area...I've gotta say I... See more
Company replied
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See what reviewers are saying
Generally reliable merchants with prompt delivery and decent stock levels. However, their pricing is outrageous. For example, they charge around £13 for Everbuild Anchorset Green 300ml, when the sam... See more
Hello, using this forum as your web message doesn't work and e-mails don't get answered. Transaction number MKT/339512 was returned with the driver, I've sent many e-mails to get the item credited, ca... See more
Company replied
Swadlincote Branch - Brilliant - would rate them higher if I could! All staff from counter, to warehouse, to driver dropping off goods were ALL fantastic!! All staff were very helpful, efficie... See more
Company replied
Company details
Information provided by various external sources
Buildbase is one of the UK's largest builders merchants. All of our branches are long established companies which have been serving local trades people for many years, with knowledge and experience to match. We believe strongly in understanding the needs of the trade professional and our business is developed specifically to meet those demands - massive stocks, top quality products, competitive pricing, reliable delivery, and specialist staff.
Contact info
Gemini One, 5520 Oxford Business Park South, Cowley, OX4 2LL, Oxford, United Kingdom
- 01865871700
- webcomments@buildbase.co.uk
- buildbase.co.uk
2.9
Average
254 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Shocking service from start to finish…
Shocking service from start to finish with HireBase Cheltenham. Hired a floor sander to collect on a Saturday, called before to check in, staff said yes, yet on arrival no staff or sander. They called WEDNESDAY saying a sander was available, picked up and it was broken. 2nd sander was incredibly poor in quality. Handed it back Thursday afternoon. A week on now and no deposit refunded and staff can’t answer as to why. Shocking!
May 20, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for taking some time to feedback to us regarding our sister company Hirebase. I'm so sorry to hear about your awful experience and please rest assured this is not their usual standard of service. I have spoken with the Hirebase web team who have updated me to say they are working to resolve this for you as a matter of urgency. Please also feel free to email us here at Buildbase on webcomments@buildbase.co.uk and I can pass any information on for you to the Hirebase team.
Have a lovely evening and stay safe
Kind regards,
Stacy
Just a joke my builder paid for cement…
Just a joke my builder paid for cement and went to get it they had sold it, so had to travel 25miles to get some. Paid for bricks and yet again sold them.
I will never bother with this place again. Scunthorpe buildbase are a joke
May 19, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for getting in touch , I'm so sorry to hear its a 1 star review on this occasion and that you have had a terrible experience while shopping with us.
Please feel free to contact us on webcomments@buildbase.co.uk and we will contact the branch and investigate this urgently for you.
I'm so sorry this issue has occurred. Please rest assured this is not our usual standard of customer care and we do hope you will return to shop with us again in the future.
Have a great evening and stay safe,
Many thanks
Stacy
WAN/530334/4…
the order was put in last week so over 8 days to find good Order dropped off with goods missing
no telephone call in the 8 days to say goods are missing
This is no good builder go home because goods are missing
THANK YOU CHRIS
May 6, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for taking some time to feedback to us.
I'm so sorry about this issue you have had when shopping with us. We always aim to deliver a great experience, and we are gutted when we don’t meet expectations.
Please can you contact me via this email address webcomments@buildbase.co.uk so I can locate your order and help resolve this issue for you.
I look forward to getting this resolved for you asap.
Have a lovely evening and stay safe.
Kind regards,
Stacy
Excellent
Although it was only a small order the driver was friendly chatty and very helpful
May 4, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for taking some time to feedback to us and for the wonderful 5 star review. I'm thrilled to hear you are happy with the service you received when shopping with us and we hope to see you again soon.
Have a lovely evening and stay safe.
Kind regards,
Stacy
Absolutely shocking
Absolutely shocking , I’ve spent a lot off money in last 5 weeks. My builder went to collect my order to be told that because he had not picked it up straight away they have sold it on to somebody else how can that happen if you pay for something they should not be able to sell it. Very disappointed 😞
April 27, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for reviewing Buildbase, I'm so sorry to hear of the negative experience you have had while shopping with us. Please can you email us on webcomments@buildbase.co.uk and we can email the team for you and investigate this further to help.
I'm so sorry about this issue and I can assure you this not our usual level of service so I do hope this bad experience has not discouraged you from using Buildbase again in the future.
Have a wonderful evening and stay safe
Many thanks
Stacy
Disgusting customer service
Payed over £600 in advanced for some flags. We were told they would be kept until our builder was ready to collect. He went to collect them Thursday they had been sold to somebody else, didn’t know when they were getting more which was a real problem as my builder was booked up for weeks. Northwich branch thank you for that also we were told that the man who took the order wasn’t in to speak to us, he clearly was as he had spoken to our builder an hour before, he had not got the guts to face us. Luckily another building company up the road sorted us out. Disgusting customer service.
April 24, 2021
Unprompted review
Reply from Buildbase
Good evening Mrs Butler,
Thank you for taking some time to feedback to us.
I'm so sorry to hear of this bad experience you have had while dealing with Buildbase. We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business.
Please feel free to email us on webcomments@buildbase.co.uk and I can pass this to the team to be investigated for you.
I'm so sorry about this and I do hope this negative experience has not discouraged you from using Buildbase's services again in the future.
Have a great evening and stay safe.
Kind regards,
Stacy
Not getting a response....
Hello, using this forum as your web message doesn't work and e-mails don't get answered. Transaction number MKT/339512 was returned with the driver, I've sent many e-mails to get the item credited, can you please check your e-mails (possibly the junk folder) and deal with the issue, otherwise it looks like I'm not paying my bills, which isn't the case. Thanks, Jon p.s 3 stars based on this experience, the guys in store are very helpful.
April 23, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for getting in touch.
I'm so sorry about this negative experience you have had while shopping with Buildbase , Please feel free to contact me on webcomments@buildbase.co.uk with details of the order you need crediting and I can certainly investigate this further for you and get this resolved asap to help.
I do hope this negative experience has not discouraged you from using Buildbase again in the future.
Have a lovely evening and stay safe.
Kind regards,
Stacy
Shocking firm
Shocking firm! Placed order for delivery and two days later nothing arrived! Phoned them and told someone would call back, that turned out to be a joke as well! Guess we will have to wait for a refund as well. I shall not be buying from them again!
April 21, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for taking some time to feedback to us. I'm so sorry to hear of this negative experience you have had while shopping with Buildbase. Please can you email us on webcomments@buildbase.co.uk with details on this issue and we can pass this to the branch to be investigated and get an update on your refund for you.
I am so sorry about this and I look forward to getting this resolved for you asap.
Have a lovely evening and stay safe.
Kind regards,
Stacy
Great service from Hatton
Rang the Hatton Buildbase and got great service. They took payment over the phone and delivered the items the very next day, could not fault them at all from start to finish. Delivery driver was nice too.
April 19, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for the wonderful 5 star review, Its great to hear such positive feedback.
I'm so glad our Buildbase team at Hatton was able to assist and provide such excellent customer service.
We look forward to welcoming you back soon to our stores.
Have a lovely afternoon and stay safe.
Kind regards,
Stacy
Disappointing on-line shopping.
Went on-line to search for some trellis, found what I wanted, ordered and paid for it. A few hours later my local branch phoned me to inform me that they don't stock the product, whats more never have also they weren't able to offer me a refund because I ordered on-line. Now I have to chase up my payment but there's no easy way because there's no cancellation choice. WHAT A COMPLETE WASTE OF TIME.
Follow up after refund ........
To be fair, I have used Buildbase several times before but that was at one of their branches and have been very pleased, I will shop with them again but continue to avoid the on-line method until such time when they sort out the sites discrepancies.
April 16, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for getting in touch, I'm so sorry about this negative experience you have had while shopping online with Buildbase.
To request a refund please visit https://www.buildbase.co.uk/refund or if you would prefer you are welcome to email me on webcomments@buildbase.co.uk with your order number and refund details and I can confirm this with the branch and get this resolved for you asap to help.
I'm extremely sorry about this and we do hope you are not discouraged from returning to shop with us again in the future.
Have a great afternoon and stay safe.
Kind regards,
Stacy
Wouldn’t use again
Cheltenham branch. Wouldn’t use again. Expected a delivery today and after having to chase it up, have been told it should be here and the driver must have left it at the wrong address. Can’t bring it today so will have to pay the gardener an extra day tomorrow to complete the work. Manager not helpful and when I asked I asked if he could keep me informed on where my stones are he said it’s ‘not my problem’ which is very rude considering I have paid for the items! Disappointed.
April 14, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for reviewing our Cheltenham branch. I'm extremely sorry to see that it's a 1 star review on this occasion. Please feel free to email our team at webcomments@buildbase.co.uk with details of this issue you have had and I can have this passed to the team to be investigated for you.
Please rest assured this is not our usual level of customer service and I do hope this experience has not discouraged you from shopping with us again in the future.
Have a lovely afternoon and stay safe.
Kind regards,
Stacy
Front staff friendly but I’m afraid the…
Front staff friendly but I’m afraid the quality of the plasterboards was utterly shocking. There is obviously no quality control on products. The yard was busy and the loading guy let it be known he was in a hurry so he quickly loaded what amounted to 11 chipped and broken boards. My builder was staggered at the condition. I will never ever return to buildbase again.
April 13, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for taking some time to feedback to us, I'm so sorry to hear of the bad experience you have had while shopping with us.
We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our business. Please feel free to email us on webcomments@buildbase.co.uk with details of the issues raised and I can have this passed to the branch manager to be investigated.
I'm so sorry about this issue and I do hope you will reconsider and return to shop with us again in the future.
Kind regards,
Stacy
Fabulous service
Fabulous service, can’t fault it in the slightest! Many thanks to Chris for sorting us out, we aren’t easy to please but give this guy the credit he deserves. For 35 years I’ve trained people in retaining on focussing on selling skills and I’d give 10/10 for the whole experience. Well done!!
April 10, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for getting in touch and for the Fantastic 5 star review.
I'm thrilled to hear you have had such a great experience while shopping with Buildbase and that our team was able to help and provide such excellent customer service.
Thank you for your kind words and we look forward to seeing you again soon.
Many thanks
Stacy
Nottingham Buildbase
Nottingham Buildbase. Rude, tactless woman answered the phone & made me feel like an idiot when I requested clarification about something in stock on the website. Please accept my apologies for trying to be a customer.
April 6, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for getting in touch.
I'm so sorry to hear of the negative experience you have had while dealing with one of our branches, I can assure you this is not our usual level of service. We would like the opportunity to talk and investigate your feedback further so please feel free to email us on webcomments@buildbase.co.uk and our team will pass this to the branch manager so we are able to resolve this for you.
Have a lovely afternoon and stay safe.
Kind regards,
Stacy
Hugely variable pricing
This review relates specifically to Buildbase BELPER. Consistently poor service, always depends on who you get, time of day, what mood they're in, whether its a full moon etc etc as to whether you get good service and best price or whether they make a price up off the top of their head. Recently tried to charge me £8.12 a bag for postcrete (and Belper is in Derbyshire, southern premium doesn't apply)!!! From previous experience should have been more like £5 a bag, it was only £6 a bag high street retail, and builders merchant should be beating that! Made the mistake of going in at 16:30 in jeans not 07:30 in Snickers. Just not good enough - too inconsistent.
March 28, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for getting in touch, I'm so sorry to hear you have had such a bad experience with our Buildbase Belper branch. Here at Buildbase we love hearing our customer feedback and we hate hearing one of our customers is not happy with the service we are providing. Please feel free to email us at webcomments@buildbase.co.uk with details on the issues you have raised and I can have this passed to the team to be investigated .
Rest assured this is not our usual level of service and I do hope you are not discouraged from using us again in the future.
Have a great evening and stay safe.
Kind regards,
Stacy
My first delivery i payed for was a day…
My first delivery i payed for was a day late.the second delivery i ordered a day late .and both times I had no phone call from them.i had to chase them both times. Are they going to pay the people I had to pay to sit and do nothing two days.spoke to the manager he didn't careless.
March 26, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for posting a review and I'm extremely sorry to see that it's a 1 star review on this occasion. Please feel free reach out to us on webcomments@buildbase.co.uk with details on the issue you have had and our team will contact the branch and investigate this for you.
I can assure you this is not our usual standard of service and I do hope this negative experience has not discouraged you from using our services again in the future.
Have a great weekend and stay safe.
Kind regards,
Stacy
Shocking service. Do not use.
I ordered some wood that was in stock more than 2 weeks ago. I have tried chasing this up for a week now but not one email has been replied to and nobody answers the phone.
Service is shocking.
Save your time and just throw your money in the canal.
March 24, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for taking some time to feedback to us, I'm so sorry your experience with Buildbase was not up to standard. We have contacted the branch team and the manager and asked someone to contact you as a matter of urgency to help with your order.
You may reach us anytime at webcomments@buildbase.co.uk. Again, Thank you for your review , we will use this feedback to make us better and to ensure this does not happen again.
Have a great evening and stay safe.
Kind regards,
Stacy
Brilliant service
Brilliant service, driver very professional and polite. I would definitely use them again. I used the Barking branch.
March 20, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for taking some time to feedback to us and for the fantastic review . Its great to hear our colleagues at the Barking branch were able to assist and provide such great customer service.
We hope to see you again soon.
Kind regards,
Stacy
Ignored
I placed an internet order on the 26th January for rock salt totalling £38.52.I selected the Corby depot as they had plenty in stock. On arrival to collect I was told they had sold out and my credit card would be refunded. After three requests online for a refund ( which have all been ignored) I telephoned the Corby depot and spoke to a man called George. He assured me he would try to sort this out but again after a few weeks have heard nothing. The next communication I am going to have with Buildbase is a County Court summons.
March 18, 2021
Unprompted review
Reply from Buildbase
Good afternoon,
Thank you for getting in touch, I'm so sorry to hear you have had such a bad experience with us here at Buildbase,. Please can you email us on webcomments@buildbase.co.uk and I can investigate your refund and get this resolved for you asap. I am so sorry for this extreme delay and I do hope this experience has not discouraged you from using our services again in the future.
Have a lovely afternoon and stay safe.
Kind regards,
Stacy
Outstanding Customer Service…
Initially visited the Gloucester branch looking for advice on a product suitable for creating a hot tub cover.
Service I received was first rate helpful knowledgeable and friendly.
I decided to buy from Cheltenham branch as nearer to wherever I live again great service and got the items delivered within the hour couldn’t ask for more.
Paul G
March 15, 2021
Unprompted review
Reply from Buildbase
Good evening,
Thank you for taking some time to feedback to us and for the Wonderful 5 star review. It's great to hear that both our Gloucester and Cheltenham branch were able to assist and provide such great customer service.
We look forward to welcoming you back soon to our stores.
Kind regards,
Stacy
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