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Homebase red-faced as sale orders aren't fulfilled

Published: 12 July 2016
A number of Homebase customers have been left disappointed after taking advantage of dramatic price drops among some of Homebase's soft furnishings.
Homebase red-faced as sale orders aren't fulfilled
Bunnings, Homebase's new owner, has revealed it will no longer be selling soft furnishings, and there has been a large price drop on several of these products. As reported in The Guardian, one customer ordered a sofa with a discount of up to 75% off, but when the date of delivery came around, he received a text saying the order could not be fulfilled. The next day, sofas were no longer featured on the Homebase website.

He is one of several customers who ordered items only to receive a message months later saying the order would not be fulfilled, and, according to reports, there are several other customers who only discovered their order had failed when a refund appeared.

Homebase has a get-out clause in its terms and conditions saying that a binding contract between the store and the customer is only formed when goods are dispatched, meaning it is not obligated to compensate customers for any associated costs. Speaking to The Observer, the retailer said "a software glitch" was to blame for allowing hundreds of customers to order stock which was running low.

It said that its customer service was currently being managed by a third party, making it difficult to notify customers sooner when their orders were in danger of failing.


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