Homebase - Hanworth Reviews 127

Company selling broken photo frames and hide it skillfully. After I discovered it 5 mins after payment the staff reject to exchange. At bargain price doesn’t mean customer accept defective goods and being rib off like this. Snobbish staff and store manager Bobby in the Hanworth shop roll their eyes lie about checking through cctv, after 1 min of checking at the back office. They are not helpful n with a terrible attitude. Think twice before you buy from their clearance sale

Great but unfortunately the branch is closing down and being turned into an housing estate.

Friendly staff, easy collection.

Very easy to use and quick very happy thank you

Very efficient ordering and reply system and sold at a competetive price.

easy to order good price and easy pick up

I called the Homebase in Twickenham Road to ask for some advice on a mirror fitting and spoke to Tanya, I subsequently went down there and Tanya and Anna were very helpful.
Anna not only solved my problem but guided me to the fittings I needed to finish the job.
Well done ladies-just the help I needed. Much appreciated 🙏🏻

Brilliant price on bird seed and customer service, in and out in minutes using click and collect

Such a lovely experience because of the staff at Homebase, my young son was petrified of the Halloween display at the front of the store and was that distressed I couldn't get him into the store. A quick phonecall and a lovely member of staff brought the click and collect out to the carpark for me! Very grateful, amazing service, thank you.

The box was broken and oil had run out everywhere , I needed the chainsaw for work that day so I cleaned up everything so I could use the tool. Instruction book ruined and chainsaw was covered in oil.

Easy to order online, my product was ready and simple to collect. Always friendly staff at Homebase in Hanworth

Callum at the paint store was brilliant in helping me go through the colour options and the sheen options and giving me really good, knowledgeable advice. People like him are a valuable asset for your business.

Did have problem with being charged for items didn't buy.
Solved super easy with on line help an Hanworth store was brilliant help.

A man in front of me asked for a price on 2 items then walked off an as I checked my bill today monday21st Oct I found 17pound on my bill for stuff I've not even purchased.
Going to store to see about this theft.
Store 000182 till 0020.
Operator 232504

Click and collect sytem worked well, with timing satisfactory and staff very helpful. A minor problem in that one item was unavailable despite being shown on the web as okay to order. Staff tried to contact me before I got to the pickup, and a refund for the non-available item was made cleanly and automatically next day

Really easy click and collect order pick up thanks to Clare.

I popped into homebase Hanworth today for my click and collect and it was such an easy process and lady at the desk was very polite and helpful, would deffo recommend :)

No complaints
Ordered got text to say collect
Collectected
No hiccups at all

Appalling Experience from Start to Finish – Poorly Trained Staff and Unhelpful Policies

I recently purchased two pairs of dining chairs and a storage dining bench from Homebase, all part of the same range, via click and collect. While I could collect the chairs from my local Hanworth store, I had to go to the Ruislip branch (over 9 miles away) to pick up the bench. Upon collecting the items, I discovered that one chair was damaged, and two others had minor defects. As a result, I decided to return all the items to the Hanworth store, as it was the most convenient for me.

On Friday, 27th September, at around 5 p.m., I went to the Hanworth store expecting a straightforward return. While they agreed to accept the chairs, they refused to take back the bench, stating that since I collected it from Ruislip, I would have to return it there. When I questioned where this restriction was mentioned in their return policy, the staff pointed to a part of the policy stating that Homebase is willing to collect larger items, but nowhere did it say I couldn't return the bench to a local store. Despite my arguments, the manager refused to resolve the issue and instead handed me a customer service number.

Customer service was equally unhelpful and seemed clueless as to why the store wouldn’t accept the bench. They didn’t even offer to collect the item, which was supposedly an option according to the store staff. Instead, they advised me to take the bench back to Ruislip, claiming it was the “quickest” solution. In the end, I had to take the bench back to Ruislip myself, where the staff there were shocked by what had happened.

Overall, the service at every level was abysmal. Poorly trained staff, inconsistent policies, and no willingness to assist customers in any meaningful way. Homebase, if this is how you treat your customers, you’re on a fast track to losing them.