Hornbach Bouwmarkt+Tuincentrum Reviews 1,440

If I could I would give 0 I would. Since January waiting for 4 doors to be delivered that were supposed to take 2 to 3 weeks. They blame it on the supplier but keep selling the doors on their website as available in a shot period. Customer service barely replies to questions. I paid fully for the product upfront.

Terrible experience - my tap has rusted (not even a year old). Poor quality, you'd be better off at Praxis or Gamma. I came to ask support, and they said they cannot help - and that I should contact headoffice. Contacting headoffice is the hardest exercise, and they have never responded. Its poor quality...and avoid to save your health

Guys on the shop floor was helpful - but none of the checkout staff could help me as a non dutch speaking person.

It was clear they did not like non dutch people..happy to take my money but not to find someone who could talk to me...typical.

I was in Hornbach Breda. Peter helped me very patiently and explained everything I needed to know about laying a floor from materials to tools.

Hornbach's return policy is a lie: They will decide if they reimburse your purchase according to the regulations of their supplier without giving any way to know what they are. We opened and resealed a product in it's original packaging without using it at all(Which is stated as allowed in their return policy). It was in perfect condition when we sent it back. When we tried to understand why our returned item was rejected we were told this was the suppliers decision, there was nothing to be done and when we insisted this is Horbach's problem with their supplier and not our fault they hung up in our face.
This is just the last installment in a long line of disappointments with this company including deliveries arriving damaged (3 times), stated policies from the website being lies and just the absolute worst customer service we've seen. Go anywhere else instead.

I purchased a ventilation machine from Hornbach, and the package arrived — but the item was broken. I ordered a replacement, and shockingly, the second one also arrived damaged.

After this extremely frustrating experience, I decided to return the product and buy it from somewhere else. On 3rd June (between 17:43 and 17:48), I contacted Hornbach's call center to request a return. The customer service I received was appalling — and discriminatory.

When I kindly asked, “Can you speak English?”, the representative said “Go on,” but then struggled to understand. Eventually, he said, “This is the Netherlands, not England. You should speak Dutch.” I found this not only unprofessional but outright racist. I replied, “Then don’t sell your products to people who don’t speak Dutch.” He then hung up on me without offering any help.

To make matters worse, I tried to leave a 1-star review for the product on Hornbach’s website, simply stating: “Do not buy because it didn’t work.” It was not offensive in any way — just honest. But they removed my review, stating it wasn’t allowed. This makes it clear that the product ratings on their site are selectively moderated and cannot be trusted.

After all this, I will never purchase from Hornbach again — not even for a €1 item — even if it means paying more elsewhere. This company has lost my trust completely.

Terrible customer service.I paid 50€ to have my heavy order to be delivered at the front door and they left it on the street because apparently their eletric lift cart couldn't reach a a very small step. But honestly the complaint is more about the lack of empathy then the problem they have caused. The delivery man was like "I don't care, it's not my business " and after I wrote a complaint they called me just to say that it's what it is, without even apologies or any kind of understanding (it was not clear why the called in the first place)
Save yourself 50€ and pick it up yourself

I want to share my harassment regarding this store. I ordered a shower wall from Hornbach online and to my surprise it came without profile and the support rod. Upon checking there website, I found that is mention in the fine print in the description that you have to buy it separately which costs more than a hundred and also, I have to pay a ridiculous delivery fee. Now the issue started when I filled a return. I was not given a choice and they selected a date, and then again the date was changed by their logistics and then simply didnt turned up at the scheduled day. Note, that it is a big item and I had to keep it inconveniently ready for pickup. Only after several days waiting they didnt turn up for the pickup. I am still awaiting a proper time for the pickup. All in all a terrible experience trying to buy stuff from Hornbach, I recommend to go ahead with reliable options like Gamma or Praxis.

I had a wooden tile replacement done through Hornbach Bouwmarkt in Den Haag couple of months back, and unfortunately, the experience was far from satisfactory. (Klantnummer: 2018443587, Factuurnummber: 56879755) The total cost for replacing 8 square meters of tiles was a staggering €2700, which is significantly higher than the €1400 estimated by my insurance company.

Despite multiple requests, Hornbach refused to break down the invoice into detailed parts, citing market competitive reasons. For instance, the invoice included a vague line item "INDIVIDUEELPAKKET (SERVICE EN werkzaamheden) LAMINAAT" costing €1300, without any justification. My insurance provider needed a detailed breakdown to understand the charges, but Hornbach declined the request.

Additionally, during the work, the technician removed the nearly new wall plinth and replaced it with another one, leaving the job unfinished. When I contacted them about this, they claimed they don't handle plinth work. My question is, why wasn't I informed before the old plinth was removed? Again, no proper explanation was provided.

Overall, this was a very disappointing experience. I would never recommend Hornbach for house renovation work. It's better to go with a local vendor who values transparency and customer satisfaction.

I don’t recommend buying stuffs online as they have the worst delivery and customer service.

I reserved some articles to pick up. All day long the the status was 'in preparation', even after the pick up time. I had to call and someone told me 'oh we don't have these articles at the moment'. Lost a whole 'klusdag'. Disappointed.

We ordered delivery of 9 doors, the delivery man left them silently in front without bringing them up. Very disappointed.

I am extremely disappointed with Hornbach's service. I ordered tiles with the agreement that they would be delivered within 2 weeks. When the delivery was delayed, I called customer service to check the status. The representatives were not only unhelpful but also rude, and the operator disconnected my call three times! I had to go to the store in person, where they promised to check and deliver my order one week later. However, after three more weeks of waiting, I contacted them again only to be informed that my order was canceled without any notification or message. This is completely unacceptable and unprofessional. I will not be using Hornbach's services again and would not recommend them to anyone.

Customer service is always an issue here! Each time I’ve taken something to the saw service there is a reason why they can’t do it… today is because their blades are too rough an would damage the wood, last time it was MDF a problem… luckily gamma next door had the right blades!

Two days ago, my husband called customer service to inquire about our order. Someone answered the phone, and my husband politely asked if they could speak in English since we still don't speak Dutch. This person responded with a rude "Nee" and then hung up the phone without saying anything else, not allowing my husband to say anything more. I know we all have bad days, but this is just too much!

Very bad management in the Breda Branch (if the woman claiming to be the branch manager, by the name of Bridgette, is actually the manager).

I bought two bathroom cranes, one of which upon opening I saw is missing two parts (the other one was fine) and also had some scratches on it. To me it seemed like it was a returned product. Upon seeing the missing parts, I went back to Hornbach Breda, to change the crane, but a woman by the name of Bridgette who claimed to be the branch manager told me they can only give me the missing parts but with the old scratched crane.
I told her that I want the entire crane replaced, as to me it seemed like someone had tried to install it before and just took out some parts and returned it (as it had scratches on it). But she claimed they can't replace it even though on the cashier receipt it is clearly stated you can return the product within 30 days (it was still within this period).

Additionally this Brigette character had the audacity to say it was impossible that the crane was missing any parts as they are weighing them in the factory and it would be rejected if that was the case. and also she claimed it wasn't a returned product. and basically and directly calling me a liar and a thief.

As I knew my rights, I kept telling her I want the crane replaced with all the parts, as I had paid for a new crane and getting a used crane is not acceptable. But she just kept saying that its impossible that the parts were missing or the product was used already. and even threatened me to have me removed from the shop.

I tried to settle the issue by being civilized, but if someone calls me a liar and thief and even threatens me to kick me out of course I will not tolerate that.

At the end I told her I'm taking note of your name and will complain about your behavior then she suddenly changed her attitude and said you should've said from the beginning that you want it changed and its not about the missing parts!!!!!! (like I was saying anything else!). She clearly was just afraid of the complaint more than anything else.

I have luckily recorded our argument on my phone (started recording when I saw she is calling me a liar and a thief) and can provide the proof of how unprofessional she reacted to a simple returning of a damaged product with missing parts. And made a big scene for no good reason.

I have been a regular customer of Hornbach for the last 8 years and never had any issues, but I recently moved to a new house where the Breda branch is the closest one to me. It is such a shame that a good company is putting such an asocial and incompetent branch manager in charge that would bluntly call a customer liar and thief.

I have to say the guy helping me in the bathroom section was actually very helpful and professional, unfortunately I didn't catch his name to thank him here.

Purchased two items of 135 Euros each for my company. Orders 9027697049 and 9027725256. After one month - hornbuch do not know where the items are, where it is, when it will be delivered and will it happened at all..."We have to investigate" is the only reply we got... The level of chaos and handling the orders (arranged and payed at the real hornbuch shop in enschede) is more like from internet scam businesses. Will stay away from this "shop" in future

Hornbach delivered me a broken can of paint which leaked in my home and outside when I threw it away. Then they delivered another broken can of paint (to replace the other one) and it was also broken and made more of a mess.
I asked that they pay to send someone to clean it up and they refuse. They instead sent me a 10 euro giftcard (to the wrong address). 10 euros is basically worthless but atleast it's something? Except no, you cannot use it online with them. You have to use it in person at the store. Finally when I asked them to actually just give me 10 euros they instead offered to pay for the delivery (less than 10 euros) of some items.

Hornbach will only try to fix their mistakes if it doesn't cost them any money.

Worst online expirience at all. They are super slow to send the products, the online costumer service is even worse. 1-2 days just to tell me if was possible to delete my orders. Watch out to order with them, they just make you loose time and patience.

Recently placed an online order for a metal shelving unit from Hornbach. At 200cm tall and with a combined weight of 30+ kg, most people would agree that this is a fairly heavy item that's difficult for one person to transport, especially without a car. What if the customer is disabled, elderly, and/or doesn't know anyone that can drive them to a DPD drop-off point?

After not being able to fully assemble the shelf with TWO people, I thought it must be poorly made and decided to return it. Hornbach's return policy states that "grote artikelen komen wij gratis bij jou ophalen", so I expected a driver to come and collect the item. After two phone calls with Hornbach and a lot of going back and forth, it turns out that only large items delivered BY THEIR OWN DRIVER would be collected for return. This was confirmed by customer service and senior management. Since my package was delivered by DPD, it had to be returned via DPD as well, and they weren't going to come to my house to collect because all returned items need to be collected from their depot and sent back to Germany. I was told the costs of collecting from individual customers would be too high. I pointed out that this was misleading information - nowhere in their return policy (herroepingsrecht) did it state how large the item had to be or which driver must've delivered it in order to be eligible for a home collection. It only states that large items would be collected free of charge, and customers routinely rely on this information when making purchases. Of the two CS reps I initially spoke to, one was polite but unable to offer a solution, and the other was downright rude. This other man ended the call by hanging up on me.

As I was packing the different parts of the shelf in preparation for returning it, I noticed that some of the metal bits were dented and misshapened. The material is easily damaged in transit, and that might explain why certain parts refused to click into place. I spoke to CS a third time to clarify whether I could pack the legs of the unit separately since it was difficult to fit them all back into the box, and I was told that only the original packaging could be used. This is a violation of Dutch consumer laws. A company cannot reject a return request just because the original packaging is damaged or missing. The lady on the phone was rigid, rude, and unhelpful. She showed zero interest in helping. When I asked her verbatim "do you think it's acceptable that customers have to arrange for their own transportation to return a faulty item?", she replied twice (I quote) "I can't answer that question".

Moral of the story: don't buy anything heavy or bulky from Hornbach. If it turns out to be faulty, it becomes your problem. If you want to return it for any other reason, you won't be able to do it easily. How do you transport a 30+ kg package without a car? Are you supposed to drag it onto the tram or metro? After this experience, I don't plan on giving Hornbach any more business and will recommend family and friends to do the same. On top of the awful customer service, their product was not satisfactory.