HomeSense Reviews 245

Me and my mom had a horrifying experience at homesense. We went in on the 14th Oct to the Dudley branch and bought a few things along with a pan, and the shop itself was amazing, everything went well. We came home and used the pan which was grey with a dark wooden handle, but the bottom of the pan wasn’t balancing and it sort of flared up with the heat, so at first we were a bit reluctant to take it back, but thought we will give it a try because it shouldn’t have happened. So we went in yesterday, my mom went to the till, and manager Izzie was there, and mom explained the situation, her response was that the pan was not from this store! and that they only sell Black pans. At this point mom was a little shocked and confused so she said please check your CCTV as it was bought from here and she had the receipt, Izzie went upstairs for 2 minutes and returns and said you bought a black pan not grey, it’s not from our store, she was so so so rude with a smirk on her face the whole time and mom- shocked came back to me and said, they are saying we haven’t purchased it from here, so I said to mom don’t worry we will check if they have anymore of the same ones and we can show them, and luckily they had exactly the same pans on the store shelf, so we went back to the till and said look this is exactly the same pan and your saying you don’t sell them, and Izzie returned again and I pleaded for her to check the CCTV to see that we weren’t lying!! And this time she took a picture of the receipt to check the date and time of when we came in (showing that when she went upstairs the first time she didn’t even check the CCTV!) and we waited a few minutes and she came back down and told us that this is not bought from our store you purchased a black one ( I think she was maybe trying to stick to her point and didn’t want to sound like she was wrong, and she had the biggest smirk on her face. I felt so helpless, we were asking if we could have a screenshot of the pan from the CCTV because we weren’t lying and she said it’s the policy so No! We were so helpless and felt so insulted, all we did was take back a pan we bought that wasn’t quite balancing and just wanted to check if they could do anything about it, we weren’t rude at all, in fact I believe if it was someone else they wouldn’t have moved from there, but we were feeling so insulted we just quickly got out of there. This is the first ever time something like this has happened and I hope, she is spoken to so that no other customer is faced with such customer service. I phoned in today as well and let them
Know that I didn’t even want a exchange or refund anymore , but it’s about right and wrong. She made us feel so little and I can’t believe that was no value of the truth, and she should have actually taken another person to check the cameras as well but because we just wanted to get out there we didn’t say anything. I would still want someone to check just so they know that me and my mom were not lying ! I want someone to check the cameras for mine and my moms peace of mind, I just can’t believe it, I have never been so stressed over a shopping experience and how downgraded it made us feel.

I bought 2 kitchen Simplehuman trashcans from Homesense and the lids broke within a year. Really badly made product. No wonder they were trying to sell a warranty.

Date of experience: October 20, 2022

Thank you so much to Jason for coming to fix our sofa. Was on time, Very polite, friendly and got the job done quickly. He is a credit to the company! Thanks again.

Fantastic customer service today from Elaine at the Worcester store …tbf Elaine made us feel like we had a personal shopper assigned to us …totally knowledgeable and totally customer focused….a wonderful asset for the branch …keep up the great work and Thankyou

We LOVE ❤️ Swansea Fforestfach Homesense.
We often visit a few times a week.
We LOVE ❤️ their first class quality merchandise and their first class quality staff.
AL staff are welcoming, courteous, friendly, patient, kind and their customer service is first class, second to none and 🌟🌟🌟🌟🌟 five star,
We especially LOVE ❤️ staff member Linda who we meet at the checkout.
Linda is SUPERB, her customer care is 🌟🌟🌟🌟🌟 Star plus.
We always wait in the queue to be served by Linda at the checkout. She is A RAY OF SUNSHINE in a dismal world. Always has a kind word, is encouraging about our purchases and we do so enjoy seeing her.
WE LOVE ❤️ SHOPPING AT SWANSEA FFORESTFACH HOMESENSE AND WE LOVE ❤️ STAFF MEMBER LINDA ❤️

Today we went into Homesense in Thurock Lakeside at about 19:00. Me and my mum were looking for a water bottle. Walked in and we were greeted by a lovely security guy. Went to the aisle where the water bottles were,spent a few mins comparing bottles and chose a pink bottle she liked. We didn't notice anything out of the ordinary and since I am thinking of getting a sofa we looked at some of them.We sat down to check if they were comfy and sturdy (no signs saying you couldn't touch or sit). We then decided to check out some pillows I had seen some at John Lewis but wanted to see if I could get a better deal. As we were checking out the pillows a gentleman with a headset came onto the aisle a bit out of breath and weirdly/forcefully said can I help you and we told him we were looking for firm bamboo pillows. We asked him why he had come to the aisle and he asked us can I help you in that manner. He gave his excuses and we let it go.
We walked to the till & paid for the £6.99 bottle.The lady serving us was pleasant. As we were walking out we saw a new sofa we hadn't seen and checked the price. It was affordable and we sat down to test it as you do. That's when we saw another one of your colleagues with a headset standing in front of us watching every move we were making and watched us until we left the store. Don't know how we were going to steal a whole sofa or pillows considering I wasnt even carrying a bag/phone and my mum was carrying a very small handbag. We did notice we were the only black people in the store. Now I have been to other TKMAXX/Homesense stores and had no issues. But I have to say no-one has ever made us feel less than human or like a common criminals before.
If they thought we were going to steal a sofa or the pillows why didn't they follow us using CCTV instead of treating us like they did?

I want to write this review based on one lady's customer service, Karen at Homesense in Manchester Arndale went above and beyond for me when I was looking for a certain Halloween product, she offered to ring me and although the product didn't appear in store she actually took the time to contact me to let me know, I did find the item at another store soon after but the fact that she kept looking and actually cared made my experience really good and she deserves recognition for that, thank you again

I went to the homesense in Watford regarding a parking ticket and was helped by loveley employee Magdalena. She helped me with my problem with compassion and understanding, I was very pleased with her and the customer service at homesense.

Home Sense is a wonderful store, where you find very nice stuff for your home for affordable prices, and I had made many purchases in last three years.

However, today, I have experienced an utterly unprofessional behaviour at Manchester Arndale branch.

I bought multiple items exceeding £50 and I asked cashier if it is possible to wrap only one of the items (-a fragile mug), which was a gift and I wanted to make sure that it would not be damaged.
I was told they do not provide gift papers, so I made it clear that what I request is not gift package/wrapping but the usual white/cheap sheets that they normally wrap fragile items. (I know they do it because I had bought mugs, plates, bowls previously)

First, she denied Home Sense does not provide such a service, after a minute, she said that there is no enough staff to do wrapping, and lastly, she told that they do not have wrapping papers left, this is why she can not do it.

When I replied that I found these excuses unprofessional, she took some cardboard pieces from the trash tried to cover the mug with trash cardboards and clingfilm in a slipshod manner. As I was shocked, I wanted to talk a manager, who showed up only to arrogantly brush off my complaints about the lack of professional service and to claim that there is nothing wrong in picking a stained cardboard from trash to wrap the mug.

Home Sense is a store which sells a diverse range of fragile products (mugs, pots, ceramic casseroles, wine glasses, mirrors etc.) and it is simply unacceptable that they do not even have proper cheap/but protective wrapping materials. (Leaving aside inconsistent "excuses" of the cashier.)
And, wrapping an item with a stained cardboard picked from trash is the tipping point of unprofessional customer service.

I hope central customer services team will read this review and address the unprofessional and rude behaviour at the store in Manchester Arndale.

Wish I could give zero star.

Went to Home Sense Canada-Ancaster to buy a lamp. I bought the lamp and was given a receipt with “women’s shoes” as the description. I didn’t notice this and went home. I decided to return the lamp the next day because it was too tall for my space. I went back to the store with the same receipt that I was given the previous day and I was told I need to bring the price tag. I had to drive back home to retrieve the price tag from the garbage can. Once so retrieved the price tag, I drove bag to the store and finally got my refund. No apology was issued for this inconvenience. All the store manager had to say was that she was going to retrain associates to double check product description before accepting payments from customers. SMH

We visited the Oshawa branch in Ontario, to buy some maple syrup to take home. We were served and assisted by an assistant named Rosemary ( I think that was her name), she was so helpful. The store was full of lovely items too big to bring home to UK.

Andrew Scott

Like a jumble sale. Horrible

This place never fails, always something new, always something different.

Appalling! I purchased a large leather footstool but after 5 months I noticed dust around the wooden legs, to my horror upon inspection the wooden legs had wood worm. I immediately removed the item from the house and called Homesense. I spoke to a team leader who asked for pictures and proof of purchase which I duly sent over. She agreed to refund. However, when I arrived at the Homesense Bedford branch the manager who was extremely frosty said go to the tills to get a refund but when I got to the tills the checkout lady (with an ear piece in) told me the manager was on her break (the one I had just spoken to) and that a gift card could be issued. I was not happy with this and insisted on a refund and after some arm wrestling and the checkout lady quoting false information I got my refund. Perhaps Homesense should require all their staff to have knowledge of the Consumer Rights Act 2015!
Do you really think I wanted a piece of furniture in my home with woodworm? Unfortunately, the offhand and unprofessional way I was dealt with was extremely
off-putting to something that was completely out of my control.

Amazing customer service from the team at Imperial Park (Bristol) with a special mention to Ann. Ann couldn’t have been more helpful with my searching and selection of rugs. A really enjoyable shopping experience, so thanks Ann and team.

Love this store always a great variety of items. Neverboring as the the choice always changes and that's half the joy of a visit. I purchased some murano glasses I tk maxx locally phoned homesense and they had some more for me to complete my set. They put them aside for me to make my journey there which was kind. They have a customer loyalty card which is good as well I have had lots of freebies and treats via the treasure card scheme. Just wish there was one a little closer to home.

I am appalled at the quality or lack of at Homesense .
Almost every item is damaged,chipped ,torn or marked in some way.
Priced ridiculously high regardless of damage.
End tables place on high shelves risking injury if you attempt to lift them off shelves.Wall paintings
Are just paint splatter.
I'm done with this place it is a sham!
BC Canada

I love the shop Home Sense. I can spend hours in there. Lovely and helpful staff especially Louise was great! Thank you for having a lovely shop in Milton Keynes Kingston

I tried to buy an Easter bowl today (Lakeside branch) which had a small chip and kindly asked at the till if I could get a small discount. The young girl said that would be fine but she’d just check with her manager. She came back and said I was not allowed to buy it? Asked to see the said manager who wouldn’t allow as she said it’s a bowl for food so not allowed to sell! I said I’d be prepared to pay full price as well for this item and could put a note on the receipt. Still said I couldn’t buy it. Rude and arrogant manager who just doesn’t have a clue.