I wanted the name of the manufacturer of a light switch I had
purchased from Homebase as I needed technical information because
it was not functioning properly.
I spent 2 hours ringing the three stores mentioned above on a
Monday morning. I could not get an answer so I rang their head
office. I was told that this was a constant problem and a monthly
letter was sent to stores bringing this point to their attention.
They emailed Catford Store who did ring me about 30 minutes later,
did not offer an apology but made the excuse that they were short
of staff and busy.
If this was a one-off situation I would not be writing this
complaint, but it has happened almost every time I have had
to phone Homebase. Last time I gave up trying and went to the
store, which can take up to 2 hours return journey in heavy traffic.
Homebase head office and the stores are aware that they are causing
their customers a high degree of frustration but nothing is done
about it. It seems it is too much to expect Homebase to employ
staff to answer their telephones instead of relying on store staff
who are serving customers.
As I have no intention of giving my custom to shops that discount
me, in future I will make every effort to buy elsewhere.
Links to other Homebase complaints: Link1
