B&Q and Homebase shoppers fury over month-long wait for online order deliveries

FURIOUS B&Q and Homebase shoppers say they've been waiting over a month for refunds for online orders that have yet to materialise.

Both DIY chains had initially closed when lockdown was first announced despite being allowed to remain open as they're considered to provide an essential service.

During this time they've instead provided an online delivery service with B&Q reopening all 288 stores from April 30, and Homebase reopening all of its 164 outlets on May 2.

But both Homebase and B&Q admitted to The Sun that they've struggled to meet the increased demand for online deliveries.

Homebase says it's increased its customer service team to help, while B&Q says it's working through customer queries as quickly as possible.

It comes as frustrated shoppers have taken to social media to complain that items ordered over a month ago still haven't arrived, with little communication about what's going on or whether refunds can instead be issued.

It follows similar reports from Argos shoppers who have complained that they've had hundreds of pounds taken from their accounts with no deliveries to show for it.

One Homebase shopper tweeted: "@Homebase_uk six weeks, no goods, no refund, no communication. You really are the worst company I’ve ever been unlucky enough to deal with #homebasestolemymoney"

Another wrote: "Made an order about six weeks ago, about eight items. Two were delivered about three weeks ago (the itemised receipt accompanying had three items listed).

"Asked for a refund on the other items and missing item and delivery costs two weeks ago following link on your email. One week ago advised that my delivery was "on time" whatever that means. I don't want the items anymore and want the full refund. Please can you help. What is going on??"

Someone else added: "Do not order online from @Homebase_uk absolute shambles… do not reply to any emails… no updates… no refund on items not delivered.

"You don't get your goods or a refund on non delivered items. Last I heard deliveries were ten days behind… now at 27 days and still waiting."

When it comes to B&Q, one person tweeted: "I am trying to get a refund from B&Q but only get a generic response. My husband placed a large order for various items and went to collect on April 11. He did not collect the lawn edging as it was the wrong size (£88) and we are still awaiting the refund."

Another wrote: "@bandq_help still haven't responded to my messages even though other people are getting responses. Appalling. Been waiting over a month for my refund."

Someone else added: "#15 days of no delivery… #14 days no response from customer service. Come on B&Q respond to your customers or refund my money."

A Homebase spokesperson said: “The huge demand we saw online while our stores were closed has significantly impacted how quickly we have been able to get orders to our customers and respond to enquiries.

"Unfortunately, the sheer volume of messages we have received means we haven’t been able to get back to everyone as quickly as we would have liked.

"We’ve set up an even bigger customer team to help streamline this process, and have asked any customers with an outstanding query to please contact us here www.homebase.co.uk/contact-us. We know it’s been frustrating waiting much longer than usual to hear from us and can reassure customers that every refund request will absolutely be honoured."

A B&Q spokesperson added: "Since the announcement of lockdown when we initially closed our stores, we have experienced extremely high demand for online services and are aware that some customers have experienced delays.

"We understand that these delays are disappointing and apologise for the inconvenience caused. Our team are working through all of the queries as quickly as possible."

See the seven shopping rules you need to know for B&Q and Homebase for more information on returns and the maximum number of shoppers allowed in stores.

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