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. Several customers who ordered products through the company’s website in recent months report long waits beyond promised delivery times, lack of updates, and unresponsive or automated customer support channels.

For example, Michal ordered items in early May with a promised delivery within seven business days, but weeks later she had neither received her products nor any meaningful response from customer service. Similarly, Amalia, who ordered a lighting fixture with a nine-day self-pickup promise, found no assistance either online or at the store, where staff denied responsibility for online orders. Another customer, Matan, was told his solar garland order was ready for pickup but found no product at the store and encountered dismissive staff.

The situation worsened for Karin Schwartz, who received only part of her order and discovered the missing items physically on store shelves. When she requested these products, staff refused to release them, forcing her to repurchase items and wait weeks longer for delivery. Despite promises of compensation, Karin’s attempts to get help via WhatsApp, phone, and social media went unanswered.

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. The council urges customers to assert their rights when facing poor service.

Home Center acknowledged that a surge in orders around Passover and limited working days caused delivery delays and increased customer service demand, leading to longer response times. The company stated it has since strengthened its logistics and support teams and is working to improve customer experience. It also highlighted multiple channels for customer contact, including WhatsApp, social media, and email (bestservice@homecenter.co.il).