Couldn't get this item in Ipswich, and delivery would take about 10 day's, so done click and collect from the Colchester store, paid for it and it was ready to collect in about 2 hours, the... See more
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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.
Company replied
Quick response to the pickup order friendly and helpful staff the umbrellas are good quality for the price Southport branch
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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
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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
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Replied to 42% of negative reviews
Typically replies within 2 weeks
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I Orderd garden set and on the picture…
I Orderd garden set and on the picture there was a cushion for the bench but I never recieved one.soo disappointed.woudnt av Orderd it if I had known.cant contact Homebase to complain after speaking to Homebase I was offered partial refund n I gladly accepted. I will now go buy a cushion to fit my bench .. happy customer.
July 25, 2026
Reply from Homebase
Hi Shaz,
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 missing cushion.
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,
Jenny
Homebase Customer Recovery Team
Absolutely terrible customer service
Absolutely terrible customer service. Placed and order and only received 1 item even after a week of chasing they refused to call or even confirm they had stock. They even wanted me to place an order again an pay further delivery charges. Would never recommend them to anyone. Truly the worst service I have ever received.
July 25, 2026
Reply from Homebase
Hi Sophie,
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 our customer service.
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,
Jenny
Homebase Customer Care Team
The garden table and chairs we bought…
The garden table and chairs we bought were excellent and very good value for the money. And the company you used for delivery were excellent and very helpful. Goods were bought on line
July 20, 2026
Reply from Homebase
Hello,
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
Good and speedy service.
July 20, 2026
Reply from Homebase
Hi there,
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
Jonathan
Homebase Customer Care Team | Head Office
Had a good experience with Homebase
Had a good experience with Homebase, I’m extremely happy with my garden table and chairs, lovely quality, and look fab on my patio.
Highly recommend
Thanks Judy
July 23, 2026
Reply from Homebase
Hi Judith,
Thank you for taking the time to leave such a wonderful review.
We're delighted to hear that you're extremely happy with your garden table and chairs and that they look fantastic on your patio.
It's great to know that you're pleased with the quality of your purchase. We truly appreciate your recommendation and hope you enjoy your outdoor furniture for many years to come.
Kind regards,
Jenny
Homebase Recovery Team
Horrendous unscrupulous company
28 emails regarding trying to get my money back for a cancelled item. Going to get a court claim for my money. Nothing more to say
July 15, 2026
Unprompted review
Reply from Homebase
Hi Kim,
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 the cancelation.
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,
Jenny
Homebase Recovery Team
Reply from Homebase
Hello,
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
Paid for next day delivery and it…
Paid for next day delivery and it arrived 3 days late. Box open and battered, the screw for the handle was chipped and crossed threaded. Clearly a returns and then shipped straight back out to another customer. Will not use HomeBase again and will not recommend to family, friends and colleagues. Extremely disappointed.
July 23, 2026
Reply from Homebase
Hi Liam,
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,
Jenny
Homebase Customer Recovery Team
I never received my paint that i…
I never received my paint that i ordered had to cancel my orderand get my money bak was very dissapointing so went to wicks was here within 4days so as now not s good word for homebase.
July 23, 2026
Reply from Homebase
Hi Shirley,
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 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,
Jenny
Homebase Customer Recovery Team
One star is giving Homebase online some…
One star is giving Homebase online some credit for replying, but why I have had to wait 48 hours for a reply is beyond me. My order for a double egg chair is 3 weeks over due and still hasn't arrived even though DX who are homebase courier of choice advised that it was delivered two days ago. I am waiting on a POD as apparantly I signed for even it though I wasn't at home. Very poor service and would not recommend buying from Homebase and if you have DX as the courier then best of luck with that one. I am also 17 emails and counting trying to resolve this issue. They have no respect or consideration for the end user
July 22, 2026
Unprompted review
Reply from Homebase
Hi Robert,
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 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,
Jenny
[Brand] Customer Care Team
The order process was super easy and…
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.
July 22, 2026
Reply from Homebase
Hi Jamie,
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 the disappointment you encountered with one of the pots having dirt inside and looking pretty scuffed up.
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,
Jenny
Homebase Customer Recovery Team
Missing Cushion!
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 grateful for that as my husband and I have disabilities and would never have managed it by ourselves. I didn’t even have to ask them, they just did it. Really appreciated and impressed with the whole service from start to finish. We put our table and chairs together today, 05/08/26 it was the first time we have been able to manage to do it. Really disappointed to find one of the cushions are missing. We aren’t sure how this has happened as all the others were securely wrapped underneath the chairs. I can’t find a way of contacting Homebase to complain, so I’m really disappointed. It just ruins the look of my outdoor new dining set.
July 22, 2026
Reply from Homebase
Hello Shelly,
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
Not even completely took out of box
Not even completely took out of box! On closer look at picture on front i doubted this could hold weight of average weight adults without collapsing, had a bit of a look in box as far as i could see without dragging the whole lot out and could see its same fabric as my cheap fold up garden chair from branded shop! (Which couldnt hold my relatives 6'2" frame other day without strain) so it'l have to go back! Further to this,have taken back to the Range, where collected from, so i hope hope its refunded very soon!
July 21, 2026
Unprompted review
Reply from Homebase
Hi Carol,
Thank you for taking the time to provide us with your feedback.
We value your feedback and would appreciate the opportunity to look into your concerns further regarding the quality of the item received.
In order for us to resolve your concerns, we require some additional information from you.
Please kindly check your emails from Trustpilot and respond with the required information so that we can assist further with your query.
Thank you for your patience and understanding. We look forward to hearing from you.
Best wishes,
Anton
Homebase Customer Recovery Team
Utterly Shocking.They told me to Ship Dangerous/Prohibited Goods to them
Utterly Shocking.
£100 Ceramic BBQ arrived smashed on arrival,2 weeks later and 10 messages to Customer care and they still have not refunded me,they keep saying they have to pass the case to the 3rd Party to decide on a refund. It’s in sharp jagged pieces in the box I’ve told them this they still insisted I parcel it up and send it back with DPD. DPD have said it’s a prohibited item because it contains hazardous dangerous shots of razor sharp ceramic material that could puncture the box and therefore they won’t accept,it homebase however have told me to ignore the fact that it’s hazardous & to send it back nonetheless with DPD even though it may injure somebody. I told them I refuse! stating DPD‘s own dangerous good act and that it says they will not ship our return any broken ceramic material as it is classed as hazardous and dangerous material., Homebase replied & said they’d check again,
they’ve told me again they are happy for me book a collection and to send it back even though if somebody got hurt, (I would be legally responsible for the injury) and not homebase. every stage they have conditioned my refund on the return of dangerous gods, which is far as I’m aware is against the law.. I can honestly say homebase have to be the worst company I have ever bought anything from,their customer service is absolutely abysmal and their attitude to sorting things out is equally as low. They genuinely do not care! the fact that they’re happy to potentially injure a parcel carrier with dangerous goods is beyond belief. .
July 6, 2026
Reply from Homebase
Hi Christopher,
Thank you for speaking with our customer recovery team. I am pleased I was able to resolve this matter for you regarding the damaged Neo Kamado Ceramic Mini BBQ Grill 13 inch you received and provide a suitable resolution. I appreciate your patience whilst we worked through the issue and thank you for giving us the opportunity to put things right. Best Wishes
Jonathan
Homebase Customer Recovery Team
Poor service in online order
Placed online order, advised delivery on Friday, didn’t show up, contacted customer service on Saturday, we’ll get back to you within 48 hrs, they didn’t, it’s now Tuesday afternoon, contacted customer service again, sorry you’re order is delayed, we’ll update you within 48 hrs.. they seem to think customers are happy to wait 48 hrs for a reply, they’ve made no effort to keep me informed, shocking service in today’s online ordering world, just throw in the towel, your not set up to compete in the online world.
Update (July 23rd) 11 days after placing the order.
Homebase messaged me after reading this review, customer service gave me the CS waffle, said they would have the delivery to me in one or two days, didn’t happen, also offered me 10% off my next order, but this offer had more conditions that the Middle East ceasefire deal. No surprise I’ve had no contact from them, no delivery date, like to point out this is all down to the deal/relationship they have with xpd, the courier.
I’ve ordered the very same item, via Amazon, £40 cheaper, ordered on Thursday, it’s being delivered on Sat, This has come from the very same supplier and been shipped to the very same courier, it seem Amazon items are a priority and Homebase stuff just left to one side. Homebase need to sort this out, maybe Amazon pay more, or just have a better team negotiating deals.
July 21, 2026
Unprompted review
Reply from Homebase
Hello Tracey,
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 delayed delivery.
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
I purchased a shed through Homebase…
I purchased a shed through Homebase which arrived damaged. I have reported this through both email and over the phone. Unfortunately due to what appears to be an outsourced customer service team I have been left very frustrated. The shed was purchased through Homebase but due to Homebase buying it through Global they are refusing to offer a partial refund over £25.00 which for a shed costing £300 is in my opinion unacceptable. I would not recommend Homebase or Global for either their customer service or products. If I could leave 0 stars I would. With the cost of everything going up, save your time and money and go somewhere you are valued as a customer. Really disappointing service
July 21, 2026
Unprompted review
Reply from Homebase
Hi Alexander,
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 the shed that arrived damaged. 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
wilko
Most inefficient customer service ever
Firstly reading other reviews, its interesting that homebase never respond to poor reviews and only the positive ones, as this to be honest sums up my experience with them.
I had a wooden table and chair set that started cracking within 3 months of purchase, and contacted customer services. It took around a week and a half to get to a point where I could get a refund, after being asked to provide my order number at least 3 times, offered a £25 refund to keep a product that was £500 with wood that was splitting. Eventually after a painful process where I had to remind them of my consumer rights, they agreed to a refund. They also didnt want to hear my complaint and wanted me to take a gift card instead of making a complaint.
The product was returned and after 2 weeks I still didn't have my money back. After a few days of waiting for customer services to respond I got an email saying they had released my refund, when I asked when was my money released, they told me it was that day, meaning it took me to chase them before they released my refund despite returning the product!
Based off my experience, I will never buy online from Homebase or their partner shops Wilko or the Range ever again. Would only go in store. I would be more than happy to discuss my experience with customer services, however as I started I do not expect them to respond to my review.
July 20, 2026
Unprompted review
Reply from Homebase
Hello Matt,
Thank you for taking the time to provide us with your feedback.
I value your feedback and would appreciate the opportunity to look into your concerns further regarding return request.
In order for us to resolve your concerns, I require some additional information from you.
Please kindly check your emails from Trustpilot, and respond with the required information/ Homebase order number .
Thank you for your patience and I look forward to hearing from you.
Best wishes,
Kamila
Homebase Customer Recovery Team
Took 3 weeks to sort out how to return…
Took 3 weeks to sort out how to return the item which was poor quality
July 21, 2026
TERRIBLE, TERRIBLE EXPERIENCE
I ordered the Item ordered for a family function. I was contacted whilst out to confirm delivery but the courier stated it was from The Range, not Homebase. A tad confused I tried to make contact once home to confirm what was happening. The number given didn't take return calls and I therefore resulted to email. I then found out that Homebase is owned by The Range and I now had two different reference no's, yet neither showed any delivery information. Not knowing what was happening I stayed in on the delivery date and sent countless emails to the Courier, Homebase and The Range. The Courier advised the item had been returned to The Range, why? I therefore contacted the Range and stated I wanted my order, and now for the best part; Your order is with Homebase not the Range! I complained to all but nothing SO GAVE UP!
July 21, 2026
Reply from Homebase
Hi Colin,
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 Riviera 3 Seater Combo Swingbed - Grey 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,
Jenny
Homebase Customer Recovery Team
Poor customer service
I ordered a garden table set which included a table and 6 chairs. I received 8 chairs and no table. They claimed the table is no longer in stock. They suggested I keep the 8 chairs with a partial refund and look for a table to match myself which is a big nuisance. No compensation or understanding was provided. Very poor customer service, was going round in circles and then just asked for a full refund. It’s been over a week since the delivery men picked up the order and still no refund.
July 21, 2026
Reply from Homebase
Hi Yasmin,
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 Madrid 6 Seater Dining Set.
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,
Jenny
Homebase Customer Recovery Team
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