Homebase - Frome Reviews 246

Peter came and helped me find the perfect matching paint today in frome store. Great service.

Siobhan was quick and efficient re service with a lovely greet and smile. Makes such a difference and also helpful with my query

Very good service. Friendly staff. Very easy experience. Thanks.

Good, helpful customer service from Pete today.

I had to bring a faulty product back. Rebecca’s customer service attitude was poor. I tried to explain that it was inconvenient to have to bring it back. She refused to apologise saying she doesn’t pack the boxes (presumably assuming that constitutes an acceptable apology). I’m fed up with surely rude service.

Lovely staff all happy to help me when I needed it lovely and happy people :)

Click and collect. Paid for 4 after driving 12 miles, only 3 on the shelf.
I had to have another paint mixed.

Peter in the Frome store was extremely helpful and went over and above expectations

One of the planters had a hole in the side.

On Thursday I came to collect a ‘click and collect order’ and realised I had ordered Matt White metro tiles and not the standard white which has a gloss finish. I returned with the tiles and asked if Homebase sold standard White Metro with a gloss like surface. I was directed to Pete (I believe this is his name - an older somewhat grumpy chap). Pete looked briefly on the computer and said, we don’t sell a standard white but only a matt finish. I said, “ that’s very strange, I fitted a whole bathroom with the heritage white tiles a few years back and I’m pretty sure I saw them in store only a few weeks back.” He assured me they are no longer sold by Homebase and to try Tops Tiles. I have bumped into this chap many times over the years asking for the location of an item or tool and always found him incredibly unhelpful… I should have known better. Upon returning home I check online and lo and behold you had over 90units of standard white (gloss finish) metro tiles in stock!!! This is really annoying as I had arranged childcare on Thursday to collect the tiles. I was served by Tom who was a very helpful chap! I expressed my upset over now possibly losing my 10% off online code which I used for the initial order and he happily added 10% off upon seeing my old order and apologised for the inconvenience caused by his colleague.

Anyway, good tiles, frustrating service by one member…

Excellent assistance and hints and tips from Peter on painting and general storage of paints

Easy to find the products I needed. No queue, super fast.
Friendly fast service at the till

Peter went out of his way to call when the right tint for our paint mix was in stock
He was also very friendly and helpful on both of my visits

Just sent this to their complaints department.

Hi. I ordered and picked up a fire pit yesterday. I ordered and paid online. I then received a call from the store saying it wasn’t in stock but you had a display one I could have. I asked if it was in good condition and was told it was perfect. I drove the 45 mins to the store. When I arrived and looked at the fire pit there were clearly marks on the top and side panel kept falling off. The gentleman on the till agreed but said there was no manager working. He then came back to me to explain he’d called a manger on his lunch and agreed a 10% discount but that another member of staff had to process. I waited 15 mins as she was busy and then when she tried to process the refund she didn’t know how. She tried to call her manger (Callum) and it was clear he was not willing to support her. I could see she was getting flustered and there were more customers waiting. In the end I just said I’d take it as is and don’t worry about the discount. I’m annoyed I drove over under false pretenses and then wasted my time here. But really that you had two managers on lunch at the same time and when asked to help they simply weren’t interested is really poor. This poor women was clear stressed and yet no one cared. I wanted to let you know as the whole experience made me never want to use your store again.

Peter, who served me on the tills, was extremely helpful and a lovely man

Brilliant service by Peter. He was so helpful and a joy to be served by him

Today looking for a particular paint colour I was helped by Peter who gave me advice on the product I should use, and mixed my colour.
Excellent service and with a smile.