Homebase has now reopened all its stores and published the following message to customers on its website:
“We know we haven’t got everything right over the last few weeks – and we are really sorry. Our teams, suppliers and delivery partners have been doing everything they can during these challenging times to get us back on track – and we’re getting there!
“The huge demand we saw online while our stores were closed significantly impacted how quickly we were able to get orders to our customers and respond to enquiries. Unfortunately, the sheer volume of messages we received meant we couldn’t get back to everyone as quickly as we would have liked. We’ve set up an even bigger customer care team to help streamline this process and have asked anyone with an outstanding query to please contact us here, and one of our team will get back to you. We can also reassure customers that every refund request will absolutely be honoured.
“To help us catch up, we are putting a temporary pause on accepting online orders, but we have carefully prepared our stores so they’re safe to shop for everyone.
“It has taken a tremendous amount of hard work and commitment from our teams across all parts of the business to ensure we are ready to safely welcome customers back through our doors. I’m extremely grateful for the dedication shown by every single team member, and to our customers, for the huge support and understanding.
Damian McGloughlin – CEO”
Homebase stores and service updates
At this exceptionally busy time, we’re temporarily not taking online orders to help us catch up with our outstanding deliveries.
We’ve also set up an even bigger customer care team to help us get back to you quicker. If you have an outstanding query, please contact us here, and one of our team will get back to you.
In the meantime, all our stores across the UK are now open with social distancing measures in place to help everyone shop safely. For our latest opening times please see our store locator.
Why are Homebase stores now open?
In March, Homebase was classified as an essential retailer by the Government, meaning that our stores could continue trading. However, with the safety of our customers and teams as our first priority, we took the decision to temporarily close our stores and operate online only.
We’ve taken this time to carefully review our operations, in preparation for a safe, phased reopening for our team, customers and suppliers. Following a successful trial across 20 stores, we fully reopened an additional 50 stores across the UK on Wednesday 29th April, with strict controls in place to ensure shopping is safe for everyone. Our remaining UK stores reopened for customers from Saturday 2nd May.
In the meantime, any stores which are not yet fully reopened will continue to offer a counter service (detailed below). They will be reopened for customers to shop from Saturday 2nd May. Find out more here.
At this time, we are not able to offer kitchen design appointments, services such as Rug Doctor and Key Cutting or concessions, including Bathstore. As soon as these are available, we will let you know.
What safety measures do you have in place at your stores?
All our stores have been carefully set up – and modified, where needed – to ensure they can be run safely for everyone. We have introduced wide-ranging measures, which include Perspex screens at tills, guidelines on the floor to maintain strict social distancing and accepting card payments only.
What are your opening times?
We’ll be open from 10am to 5pm Monday to Saturday, and 10am to 4pm on Sunday (Scotland stores open 10am to 5pm on Sunday).
Can I do Reserve and Collect?
As we continue to adjust to new ways of doing business, Reserve & Collect is not available at this time. We’ll update you on our website as soon as you’re able to use this service.
Can I still go and collect an online delivery I’m waiting on?
To help ensure everyone gets their orders as quickly as possible, we have contacted some customers who have placed orders online to give them the option to come and collect their product/s from their local store. If we have not been in touch with you about this option, it means your products are already on the way to you. If you’ve already organised to come and collect your products, you can of course still do so, at the agreed time.
Source : Homebase and Insight DIY