Home Center Customers Face Delivery Delays and Poor Service After Online Purchases

Home Center, one of Israel's largest home improvement retailers, is facing growing customer complaints about delayed deliveries and inadequate customer service following online purchases. Despite the company's reputation and nationwide presence, many customers report that after paying for products on the website, they encounter long waits, no human support, and automated responses that fail to resolve issues.

Several customers shared their experiences with Mako, describing how promised delivery times of up to two weeks were repeatedly missed without updates. Attempts to contact customer service via WhatsApp, phone, and email often resulted in automated replies or no response at all. In some cases, customers who visited physical stores to collect orders were told the stores do not handle online orders, leaving them without recourse.

One customer, Karin Schwartz, received only part of her order and found the missing items physically on store shelves but was refused to take them without paying again. Despite promises of compensation and home delivery, she received no follow-up and was forced to chase the company repeatedly. Another customer, Matan, was misled about the availability of solar string lights and faced rude treatment at the store.

The Consumer Council emphasized that Israeli law protects consumers in such cases, allowing them to cancel orders and demand full refunds if products are not delivered on time or only partially supplied. Consumers can also claim compensation if refunds are delayed beyond 14 days. Home Center acknowledged the issues, attributing delays to a surge in orders around Passover and limited working days, and said it has increased staffing and improved operations to address the backlog. The company encourages customers to use multiple contact channels, including WhatsApp, social media, and email, for support.

Consumers are advised to know their rights and insist on refunds if service fails, as the law supports them against large retailers failing to provide promised products and adequate customer service.