FURIOUS Homebase customers have slammed the DIY store for failing to deliver their orders more than two weeks after placing them.
The chain is currently operating an online-only service following a decision by bosses to temporarily close down all stores during the coronavirus lockdown.
Homebase has issued a warning on its website that customers should expect delays due to high demand but some shoppers have been waiting weeks for their orders to arrive.
Many are also complaining that they've had no contact from the retailer to let them know the progress of their orders, despite getting in touch with the customer service team.
The delays have left some customers begging for their orders to be cancelled and to be immediately refunded.
Vicky wrote on Twitter: "I ordered over two weeks ago now and have been trying to contact [Homebase] for over a week and have not had one response! Absolutely furious".
Andrea said: "@Homebase_uk can you please confirm why you are still taking people’s money when you can’t fulfil current orders. I ordered 28 March still no lazy spa".
"@Homebase_uk I would be very grateful if you could take the time to tell where on earth my order is," a frustrated Adrian wrote.
"I have emailed the customer service department on three separate occasions and have not received any correspondence from yourselves."
Another Twitter user said that today was the sixth day in a row that they have been trying to get in touch with the retailer about their order but still not heard anything back.
Meanwhile, another customer unexpectedly received an email from Homebase telling them that they were being refunded for their order, despite waiting for the delivery.
He wrote: "Next time contact me to explain before hand. Frustration."
DIY stores have been struggling with the demand for online orders during the lockdown.
Last week, B&Q and Wickes customers were forced to wait in a virtual queue for over an hour just to get onto their websites.
Homebase has previously warned of delays of up to three days on online orders but it seems that customers should expect to wait even longer for their deliveries.
This may be a result of the new social distancing rules that staff now have to adhere to, which inevitably slows down the workflow.
These measures include creating extra space in warehouses to ensure staff remain at least two meters apart and staggering shift changeovers.
It has also temporarily suspended its store collection service due to "unforeseen high demand".
The retailer previously urged shoppers to use the online contact form for any queries as the phone lines are struggling with high volumes of calls.
In a statement on the website the DIY chain acknowledges that it's "slightly behind on some of [their] deliveries".
It has promised to alert customers via text message 24 hours before each delivery arrives and warned that orders for multiple items may arrive separately as they come from different suppliers.
"We're doing everything we can to minimise any delays, and if you have contacted us, we’ll get back you as quickly as possible," a spokesperson for the retailer told The Sun.
"Thank you for your patience and support through these unusual times. We really do appreciate your understanding."
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