Homebase - Chatham Anmeldelser 

The click and collect is 45 minutes away. Picked up the storage unit and it was broken. Contacted the after sales and reported the problem and Luke was great, arranged for a replacement and DHL to pick up the broken one. Then reported I can go and pick up a new one and they would collect the broken one, we're now on the third message to say its being picked up, which it hasn't been picked up. Went to the collect the new one and they said they can't give me the new one unless I drop off the broken one. Which wasn't the arrangement we were told. So went to store and back again and now been told we have another different collection date. Asked if I was happy with the service and outcome again, which I am not, been to store and back twice, 4 hours of travelling, no product which I brought a week ago and no collection of the broken product after the third time saying it be collected.

They cancel click & collect orders straight away! What’s the point of showing stock numbers on the website? They wasted so much of my time! Every item got cancelled!

REPLY:
This has not been resolved.

Homebase contacted me only after I left a negative Trustpilot review. After wasting my time with a cancelled click & collect order, the proposed solution was a £5 gift card, to be delivered within up to 30 days, inactive on arrival, and requiring a further activation process before it can be used.

That is not a serious resolution. It feels like damage control aimed at removing or softening a negative review rather than fixing the actual problem. In my opinion, this is very close to review manipulation and looks like a scam: offer a small delayed gift card, then ask the customer to revisit the review.

The problem is still the same. Your click & collect system is unreliable. If an order is cancelled because your stock information is wrong, customer service should offer free home delivery as a practical way to complete the order. Instead, the customer is left to waste more time.

I have now placed another Click & Collect order, order number 001743613858, this time at the Sittingbourne branch. After 24 hours, nobody has even checked the order, despite it being shown as due for collection today. I have tried calling the store more than 20 times today, but nobody has answered the phone.

This is not customer recovery. It is a farce. I am no longer interested in further discussion - I want the current order dealt with urgently. After this, this store is off my list.

Had to drive 15 miles to buy more landscaping materials because local store never has enough stock. However service excellent at Chatham store.

Not great when collecting my item I wasn’t asked for any ID when I asked if they wanted to see my ID I was told by the assistant I don’t care who collects it, I’m not your personal shopper. Not great when I have spent £150 on an item!!

Friendly and helpful
All prepared and kind assistant helped carry to van

Quick & easy to order online, ready with 24hrs and collection hassle free!

Easy to order on line and when we collected our items served by a really friendly young woman.

I was dealt with promptly, I had questions about the product and the sales operative was very knowledgeable.

One of the items was no longer available. I was called within an hour of placing the order and refunded immediately

Staff were helpful and chatty, got what I wanted like the plant section often go there to buy plants often find the odd reduced bargain as well. Stuff is always nice quality and it’s local with free parking.

All very efficient and straightforward. Good friendly service at the store.

Items arrived on time , well packed with a friendly driver.

Ashley visited our home from Chatham store to design our new kitchen. She was extremely helpful and knowledgeable and made the process very easy. We then visited the store a couple of days later to review the plan and obtain the quotation. We would highly recommend Ashley and she is a credit to Homebase.

I went to buy some winter flowering plants today from the Chatham store as I was told they had what I wanted. The plants hadn't been watered for goodness knows how long & were so dry they were loose in the pots. If you want to sell plants, you need to water them !!! I did mention to a member of staff that the plants needed watering but was met with a stoney silence.
Staff training may need updating!

Found what I was looking for in clearance. Picked it up the next day. Helpful friendly staff. I am very happy.

Why do you overthink these things. It wasn't a great experience. I ordered something you got it ready and I collected it. It forfilled the requirements of the contract. Nothing to get excited about.

Ordered and picked up quickly
No waiting, great service.

Really helpful staff. Went above and beyond to help

We went to Homebase in Chatham, not even realising they sold kitchens. We were greeted by a lovely young lady named Ashley. She gave us so much information and helped us to design an amazing kitchen. I can be quite particular and nothing was too much for her. She thought of things we could do that we didn’t think were possible. I now have a completed kitchen that is amazing. This is the 3rd kitchen I’ve replaced now and I have to say the quality of the units and doors is the best one I’ve ever had. Ashley thought of absolutely everything and added some amazing features for us. The detail in the design was superb and I now love showing it off to my friends. The units are very solid and easy to assemble. I would thoroughly recommend the store in Chatham and Homebase kitchens as a whole.

We came to buy a small cabinet that wasn't in stock at our local store, we enquired at the customer service desk and Tom helped us he was very helpful and even carried it to our vehicle, thank you for your help Tom