Homebase - Woking (including Bathstore)

Unbelievably rude and hostile service when trying to return an item that was not fit for purpose. Was told that they didn't have to take the item back, that it wasn't the law and that I'd somehow tampered with the item! Said I'd bought it exactly as it was sold and was begrudgingly given a refund. Spoke to a manager who was just as little help. The receipt states clearly that Homebase will accept the item with a receipt if you're not happy or it's not required (let alone that it's not fit for purpose!) Terrible - have written to Homebase directly.

Hombase was trying its best but there were too many people in the store. So it was not possible to keep social distancing. They let a lot more than the 30 people in the store than the sign suggested would be allowed. But as always Homebase is a great DIY store

Ordered through click’n collect a portable air con on Monday 15th 10AM from Homebase Woking.
1 hour away from me as they were the only ones with this in stock so at 11am I picked it up. Got home, installed it and waited for an hour before turning it on.
Turned it on and no cold air after 20 minutes and no difference between Fan mode and Cool mode. Basically a £300 fan. Put it back in the box (as sealed) manual and remote in the sealed bag and went again to the store to return it. For my surprise, Ben McHugh refused to refund as it’s being used … I mean, how can I tell if I’m happy with it or not without turning it on? They said they will test it in a small room somewhere in the store and call me back in 30-40 minutes. 15 minutes later Ben rang me to tell me is working (i was in the car park) and I said I want to come and see it working. His answer was: ‘I’m afraid is already packed up’ so they refused to test it and show to me.
Rang my my bank, they advised to ring citizen advise as their return policy is like: ‘if you’re unhappy with a product you can return it in 30 days’ I returned it after 3 hours … So they gave it back to me and sent me home. On my way I was ringing my lawyer and decided to take legal actions against the store. Got home, rang another homebase store 30 min away from me to ask if I can return a product bought from another store. They said to bring it over, after I explained the situation as I didn’t want to come over for nothing. Arrived there (Basingstoke) and the manager from over there took it out, tested it in front of me and surprise! The compressor not starting after 10 minutes of it turned on. They agreed with the refund.
Also, Ben McHugh refused to get a manager when I asked for one.
In the end, the manager from HomeBase Basingstoke agreed with the refund as it was clearly not working, he was changing between the 3 mods (Fan, Cooling, Dehumidifier) and all 3 modes were blowing the same warm air.
I never used HomeBase before, and now I know for sure will not ever use them again, just because of one guy…
Had to drive 1 hour to the store, q hour back home, 1 hour again to the store and another hour back from the store with the broken device in my boot. Another 30 minutes to the closer store and another 30 min back. 5 hours just to have £300 on pending now …
Also, their customer service is based in India, not a single clue about what I wanted, they said that they emailed the store and wait for 24 hours …

Friendly staff always happy to help with anything you need. Great store.

Only wanted a watering can with a T bar. Good stock but all with a "rose"

Store Manager Paul is incredibly rude and tried to belittle me over a faulty return in front of a large queue of customers. The product in question was a single pack of £18 adhesive tiles that weren't sticky and the repeat pattern was awful and never lined up (this issue is well documented from other customers in trustpilot). After Paul kicking up a big fuss about not being able to return the product, I suggested looking at the pattern alignment. The penny dropped and he could see the fault, he then proceeds to storm off and walk away. No offer of an apology was made over the faulty product or how him and his team tried to make a show over the issue. This is a really bad representation of the homebase brand.

Store Manager Paul is clearly a bit of a Man Child. Perhaps he should fine an alternative job if hes not cut out for working weekends in retail.....

Pam is always very helpful with a great personality and always ready to help if she can a great credit to the store x

Went in to get some light bulbs. Lighting department was a bit difficult to find but was able to get what I needed.