Leroy Merlin
Reviews and Complaints

My order was placed last Monday and supposed to be delivered in 3-5 days. More than 5 working days was not agreed to and is completely unacceptable. I called morning and was assured that my order would arrive today. No order has arrived. On calling again, I was put on hold for short of an hour and told my order "might not be delivered today". This is unacceptable. If my order does not arrive today please confirm how I would about getting reimbursed for one full wasted working day as well as the wasted contractor fees and rent that Leroy Merlin has cost me thus far.

fool me once, shame on you; fool me twice, shame on me

I will keep the first experience brief, last year I purchased a heater/ air conditioner in early December, The company sent two of their employees to give a quote after taking the measurements of the space and the material necessary to install the heater. After two delivery cancelations from Leroy Merlin 3 weeks later the heater was delivered. FYI the people who deliver the product are not the same people who will do the installation consequently the heater set in a box for another 2 and a half weeks. Once the ones responsible for the installation showed up halfway through the process they said that they do not have enough of the necessary material because the measurements were not taken correctly we needed more wire (these were the same employees who took the measurement) and if this isn’t shameful enough they proclaimed we would need to pay extra for the material. (obviously, this did not happen) They agreed that it was nonsense to ask and “spoke with a supervisor” To have the extra charge waved.

A year later, we decide to have some renovations done to the flat, Bathroom, and kitchen. After going to Leroy for the consultation multiple times to pick out material and work with the design team we would find out that materials, were left out of the quote consequently being miss, quoted, on more than one occasion. Once some of the material where delivered, In December 2021 to know surprised we are notified by the ones hired to do the renovations (not employees of Leroy) That necessary material was missing. The kitchen cabinets delivered in which should all have been white, some came in black. I am writing this on February 28th, 2022 looking at an extra 8 bags of concrete and 4 boxes of tile. After 3 emails sent to Leroy Merlin, we are still waiting for a response for a date for them to come and remove the extra material and, more importantly, deliver the correct material missing to complete the renovations.

We went to Leroy Merlin's Branch on Sunday the 23/01/2022 and spoke to a sales consultant namely: Aviwe M. regarding a gas stove and because he advise that we will get it within 3 days. We decided to purchase the Gas Stove and the Extra Fan. I called the the number after three days and listening to the voice prompt it had advised us the we would only be getting the goods on the the 17th February 2022. As reasonable as we are we said it would be fine. On the 17th February 2022 i again call and listened to the voice prompt and this time it had advised the the goods will only arrive on the 14th of March 2022. My wife then call the sales consultant advised him that this was not agreed date in the first place, he then told her that they will give us a refund, really!, what kind of service is this? This is really bad customer service. My wife asked him to speak to the manager and she spoke to a lady called Maxine. My wife explained to Maxine what had happened and till today Maxine has not gotten back with any answers. I have also tried reaching out to Maxine and guess what, no answer. This is unacceptable and would like for someone to get back to us a.s.a.p.

Dear Sirs,

It is not the first time an online order at Leroy Merlin Athens Greece do not respect the delivery time shown when ordering (3 to 5 days).

Also we send a reminder on the contact link without getting any response.

We send people and what they get as an answer we will contact you when ready.

Just for info I ordered on February 9,2022 and today is February 18,2022.

Please works on site cannot wait because a big company like Leroy Merlin does not respect delivery time.

My order no is 87192 at Athens airport store.

Ordered a desk on 18th Jan, advised when booking would be delivered within 72 hours, once booked and paid for advised would be delivered on 31st Jan! Waited in on the 31st desk did not arrive. Contacted help desk who advised the relevant department would be in contact. No one made contact so chased again on the 7th of Feb, once again advised they would escalate as a matter of urgency and I'm still waiting on the 11th of Feb! Contacted them again to advise to cancel the order and refund my monies, have been advised that the relevant department will cancel as soon as possible with an apology. No one at any stage has advised why the desk could not be delivered and feel there help desk just give lip service replies. Customer service non exsistent and I don't hold out much hope re the refund, so will be contacting my bank to see if I can cancel the payment that way. I've used Leroy's a lot in the past but will look for alternative companies moving forward after this diabolical experience.

On 31/12/2021 I ordered an electric window shutter 240cm x 220cm. On 11/01/2022 I received a delivery of an electric Bathroom Radiator. I complained, saying that they could collect the wrong item when they delivered the correct one. That was refused stating that the had to receive the wrong item first, before arranging delivery of the correct item. The wrong item was collected on 25/01/2022, but no delivery date has been given for the correct item. I took a photo of the collecting vehicles registration plate.

I am still waiting for a response from Leroy Merlin, the last contact was 04/02/2022.

The product arrived damaged. The box was badly wrapped and the driver said he had opened one end to check because it was a long product I think he had dropped it as about 20cm in the boards are all bent

I have taken pictures. Purchased on line Delivered 1st feb invoice with details attached.

I received a quote from your store in Edenvale, South Africa on Saturday 22/1/2022.
I paid for the order on Sunday 23/1/2022.
I was then told on Tuesday 25/1/2022 that the money was not visible in the account but I have an FNB account and the money gets transferred immediately, so the billing department was not doing their work. After I escalated to Xolani did they find the money and processed the order.

Wednesday 26/1/2022 am I still waiting for a response on when my order is going to be placed.

I ma not happy that the billing department lied about the order not being paid and I am definitely not happy on the non response of the order.

I have been sending this complaint for 3 weeks so far - will I get a response from anyone or does Leroy really despise its cusomers?

Dear Alain

I was a frequent shopper at your Marbella branch over the last 13 years that I have lived here. I have been struggling to find the right email address for you.

I shopped there last week on 9th November and purchased a few items. The queues were very long so I elected to pay at the self serve desks. All good, very friendly and helpful staff and was handed a paper bag of my stuff at the end and dragged the calor gas fire along behind me. No hands for anything else. On my way out I provided the security guard with the smaller receipt - I guess for their records. Counting items might be more useful that just handing him the receipt and told to go.

It wasn't till I returned home (over one hour away by car) to fix my drawers that I realised I did not have the 6 pieces of quadrant that I paid for so I kept the receipt and decided on my next trip to the coast I would pop in and see if they had been put aside for collection.

Well how I wish I hadn't, I have been in melt down ever since - how disgusting a system has Leroy Merlin converted to? where you can wait over 30 minutes for the person in front of me to get partially sorted? So already fed up by the time I can move to the window - the member of staff on information desk carries on with previous issue - not once looking up to welcome me or anything. Just stand there like a fool with a huge queue building behind, now getting upset with me.

Eventually I can speak! I explain I bought these 6 pieces of quadrant the previous week (that posed a huge issue - but that was 9th November! Yes I said a week ago) and got home and did not have them - have they been put behind the desk or any other place they might go?. So, the operative starts her search through her screen looking, I assume for my receipt but no she is looking to see if the wood was in stock on the day I bought them - and she tells me they didn't have any in stock!, so how did they go through the till and get paid for? I am now really offended in front of dozens of people. Next, she tells me that security will go through camera footage to see what occurred but I must wait while they do this!. I do not have them - I simply want the wood I paid for. I told them not to bother, total embarrassment! they are accusing your customers of being thieves - is this your new policy? I want those videos searched on your time not mine, if you really disbelieve me, and then the wood sent to me as I will not step foot back in Leroy Merlin ever again save for your collection point at side of store to collect said 6 pieces of wood. It is a total disgrace - to be made to feel like a thief or a scammer - really for 8, 94 euros?

I, as you can hear am really angry and upset.

I think this new policy needs re-visiting as it really is not good to be suggesting your clients are thieves and then when I say I am not standing there while they go through their footage - to be told to get out & laughed at by your security guard.

I want something done about this or I will be denouncing the store and the 2 individuals concerned.

I have never in 64 years of life felt so offended or outraged by someone I am paying money to.

I hope you can resolve this matter urgently before this goes further. Please respond with an immediate solution or send details of all personnel I need to denounce. This will not go away. Done with corporations, their greed & arrogance - even when those on the least wages are trained to despise the public.

Enough poor behaviour on the people of this world - I will not finance this abuse any further

Regards

Autographed

Heddi ; of the family Greenwood
A Living Woman

Querido Alain

He sido un comprador frecuente en su sucursal de Marbella durante los últimos 13 años que he vivido aquí. He estado luchando por encontrar la dirección de correo electrónico adecuada para ti.

Compré allí la semana pasada el 9 de noviembre y compré algunos artículos. Las colas eran muy largas, así que decidí pagar en los mostradores de autoservicio. Todo el personal fue bueno, muy amable y servicial y me entregaron una bolsa de papel con mis cosas al final y arrastré el fuego de gas calor detrás de mí. Sin manos para nada más. Al salir, le entregué al guardia de seguridad el recibo más pequeño, supongo que para sus registros. Contar artículos podría ser más útil que simplemente entregarle el recibo y decirle que se vaya.

No fue hasta que regresé a casa (más de una hora en auto) para arreglar mis cajones que me di cuenta de que no tenía las 6 piezas de cuadrante que pagué, así que guardé el recibo y decidí mi próximo viaje a la costa. Yo aparecía y veía si los habían dejado a un lado para su recolección.

Bueno, cómo desearía no haberlo hecho, he estado derrumbado desde entonces, ¿en qué sistema repugnante se ha convertido Leroy Merlin? ¿Dónde puedes esperar más de 30 minutos para que la persona frente a mí se clasifique parcialmente? Así que ya harto cuando puedo moverme a la ventana - el miembro del personal en el mostrador de información continúa con el problema anterior - ni una sola vez levanta la vista para darme la bienvenida ni nada. Quédate ahí como un tonto con una cola enorme detrás, ahora enojándome conmigo.

¡Eventualmente podré hablar! Explico que compré estas 6 piezas de cuadrante la semana anterior (eso planteó un gran problema, ¡pero eso fue el 9 de noviembre! Sí, lo dije hace una semana) y llegué a casa y no las tenía, ¿las han puesto detrás del escritorio o alguna otro lugar al que podrían ir? Entonces, la operadora comienza su búsqueda a través de su pantalla mirando, supongo que mi recibo, pero no, ella está mirando para ver si la madera estaba en existencia el día que los compré, ¡y me dice que no tenían ninguna en stock!, entonces, ¿cómo pasaron por la caja y se les pagó? Ahora estoy realmente ofendido frente a decenas de personas. A continuación, me dice que la seguridad revisará las imágenes de la cámara para ver qué ocurrió, ¡pero debo esperar mientras hacen esto !. No los tengo, simplemente quiero la madera por la que pagué. Les dije que no se molestaran, ¡vergüenza total! están acusando a sus clientes de ser ladrones. ¿Es esta su nueva política? Quiero que se busquen esos videos en su tiempo, no en el mío, si realmente no me creen, y luego me envíen la madera, ya que no volveré a poner un pie en Leroy Merlin, excepto para su punto de recolección al costado de la tienda para recolectar dichas 6 piezas. de madera. Es una vergüenza total, que te hagan sentir como un ladrón o un estafador, ¿de verdad por 9 euros?

Yo, como pueden oír, estoy muy enojado y molesto.

Creo que esta nueva política debe revisarse, ya que realmente no es bueno sugerir que sus clientes son ladrones y luego, cuando digo que no estoy parado allí mientras revisan sus imágenes, que me digan que salga y se rían de ellos. Guardia de seguridad.

Quiero que se haga algo al respecto o estaré denunciando a la tienda y a las 2 personas involucradas.

Nunca en 64 años de vida me había sentido tan ofendido o indignado por alguien a quien le estoy pagando dinero.

Espero que pueda resolver este asunto con urgencia antes de que esto vaya más allá. Por favor responda con una solución inmediata o envíe detalles de todo el personal que necesito denunciar. Esto no desaparecerá. Terminado con las corporaciones, su codicia y arrogancia, incluso cuando reciben el salario mínimo.

Basta de mal comportamiento de la gente de este mundo: no financiaré más este abuso.

Saludos

Autografiado

Heddi; de la familia Greenwood
Una mujer viva

I sent this before but have had no reply

Dear Alain

I was a frequent shopper at your Marbella branch over the last 13 years that I have lived here.

I shopped there last week on 9th November and purchased a few items. The queues were very long so I elected to pay at the self serve desks. All good, very friendly and helpful staff and was handed a paper bag of my stuff at the end and dragged the calor gas fire along behind me. No hands for anything else. On my way out I provided the security guard with the smaller receipt - I guess for their records. Counting items might be more useful that just handing him the receipt and told to go.

It wasn't till I returned home (over one hour away by car) to fix my drawers that I realised I did not have the 6 pieces of quadrant that I paid for so I kept the receipt and decided on my next trip to the coast I would pop in and see if they had been put aside for collection.

Well how I wish I hadn't, I have been in melt down ever since - how disgusting a system has Leroy converted to? where you can wait over 30 minutes for the person in front of me to get partially sorted? So already fed up by the time I can move to the window - the member of staff on information desk carries on with previous issue - not once looking up to welcome me or anything. Just stand there like a fool with a huge queue building behind now getting upset with me.

Eventually I can speak! I explain I bought these 6 pieces of quadrant the previous week (that posed a huge issue - but that was 9th November! Yes I said a week ago) and got home and did not have them - have they been put behind the desk or any other place they might go?. So, the operative starts her search through her screen looking, I assume for my receipt but no she is looking to see if the wood was in stock on the day I bought them - and she tells me they didn't have any in stock!, so how did they go through the till and get paid for? I am now really offended in front of dozens of people. Next, she tells me that security will go through camera footage to see what occurred but I must wait while they do this!. I do not have them - I simply want the wood I paid for. I told them not to bother, total embarrassment! they are accusing your customers of being thieves - is this your new policy? I want those videos searched on your time not mine, if you really disbelieve me, and then the wood sent to me as I will not step foot back in Leroy Merlin ever again save for your collection point at side of store. It is a total disgrace - to be made to feel like a thief or a scammer - really for 8.94 euros?

I, as you can hear am really angry and upset.

I think this new policy needs re-visiting as it really is not good to be suggesting your clients are thieves and then when I say I am not standing there while they go through their footage - to be told to get out & laughed at by your security guard.

I want something done about this or I will be denouncing the store and the 2 individuals concerned.

I have never in 64 years of life felt so offended or outraged by someone I am paying money to.

I hope you can resolve this matter urgently before this goes further.

Enough poor behaviour on the people of this world - I will not finance this abuse any further

Regards

Autographed

Heddi ; of the family Greenwood
A Living Woman

Querido Alain

He sido un comprador frecuente en su sucursal de Marbella durante los últimos 13 años que he vivido aquí.

Compré allí la semana pasada el 9 de noviembre y compré algunos artículos. Las colas eran muy largas, así que decidí pagar en los mostradores de autoservicio. Todo el personal fue bueno, muy amable y servicial y me entregaron una bolsa de papel con mis cosas al final y arrastré el fuego de gas calor detrás de mí. Sin manos para nada más. Al salir, le entregué al guardia de seguridad el recibo más pequeño, supongo que para sus registros. Contar artículos podría ser más útil que simplemente entregarle el recibo y decirle que se vaya.

No fue hasta que regresé a casa (más de una hora en auto) para arreglar mis cajones que me di cuenta de que no tenía las 6 piezas de cuadrante que pagué, así que guardé el recibo y decidí mi próximo viaje a la costa. Yo aparecía y veía si los habían dejado a un lado para su recolección.

Bueno, cómo desearía no haberlo hecho, he estado derrumbado desde entonces, ¿qué tan repugnante es el sistema al que se ha convertido Leroy? ¿Dónde puedes esperar más de 30 minutos para que la persona frente a mí se clasifique parcialmente? Así que ya harto cuando puedo moverme a la ventana - el miembro del personal en el mostrador de información continúa con el problema anterior - ni una sola vez levanta la vista para darme la bienvenida ni nada. Quédate ahí como un tonto con una enorme cola acumulada detrás y ahora enojándome conmigo.

¡Eventualmente podré hablar! Explico que compré estas 6 piezas de cuadrante la semana anterior (eso planteó un gran problema, ¡pero eso fue el 9 de noviembre! Sí, lo dije hace una semana) y llegué a casa y no las tenía, ¿las han puesto detrás del escritorio o alguna otro lugar al que podrían ir? Entonces, la operadora comienza su búsqueda a través de su pantalla mirando, supongo que mi recibo, pero no, ella está mirando para ver si la madera estaba en existencia el día que los compré, ¡y me dice que no tenían ninguna en stock!, entonces, ¿cómo pasaron por la caja y se les pagó? Ahora estoy realmente ofendido frente a decenas de personas. A continuación, me dice que la seguridad revisará las imágenes de la cámara para ver qué ocurrió, ¡pero debo esperar mientras hacen esto !. No los tengo, simplemente quiero la madera por la que pagué. Les dije que no se molestaran, ¡vergüenza total! están acusando a sus clientes de ser ladrones. ¿Es esta su nueva política? Quiero que se busquen esos videos en tu tiempo, no en el mío, si realmente no me crees, y luego me envíen la madera, ya que no volveré a poner un pie en Leroy Merlin, salvo para tu punto de recogida al lado de la tienda. Es una vergüenza total, que te hagan sentir como un ladrón o un estafador, ¿de verdad por 9 euros?

Yo, como pueden oír, estoy muy enojado y molesto.

Creo que esta nueva política debe revisarse, ya que realmente no es bueno sugerir que sus clientes son ladrones y luego, cuando digo que no estoy parado allí mientras revisan sus imágenes, que me digan que salga y se rían de ellos. Guardia de seguridad.

Quiero que se haga algo al respecto o estaré denunciando a la tienda y a las 2 personas involucradas.

Nunca en 64 años de vida me había sentido tan ofendido o indignado por alguien a quien le estoy pagando dinero.

Espero que pueda resolver este asunto con urgencia antes de que esto vaya más allá.

Basta de mal comportamiento de la gente de este mundo: no financiaré más este abuso.

Saludos

Autografiado

Heddi; de la familia Greenwood
Una mujer viva

I purchase good at Leroy Merlin Little Falls. Before concluding the purchase I requested sales representative to ensure that there is stock. When i went to collection I waited for more than 30min and when inquiring received no response. I was the told moment later that they do have all the stock. I proceeded to request a refund bit now have to wait 7 days for money to return to my account. The company acted unethically in misleading me to believe there is sufficient stock. Totally unacceptable behaviour and unprofessional in every way. I am disgusted.

Bonjour

Client: [protected]

J'ai payé vers 4000euros (sans les portes inclus!) pour un artisan d'installer 9 portes chez moi. 7 déjà fait ... terrible n'est meme pas le bon phrase! professional guaranti - surement pas. Photos attachés et email envoyé à Thoiry. J'attends toujours les nouvelles pour mettre leas autres 2 ... tout payés ... et ZERO réponse.

Je vais contacter un avocat et mettre les photos en ligne car c'est inadmissible ! (je ne suis pas francophone ... alors je parle bien mais pas bien en email) ... vous pouvez me contacter: [protected]

Shauna

I thought I would be purchasing from leroy merlin, not market place. I have always had good results with leroy merlin. I had a
Electric fire delivered and it was not up to standard the product was inferior looked cheap and not like it was represented on photo. You referred me to the marketplace person. I asked for it to be collected. They say I must return it and pay. I am 77 years old how am I going to return it to them. I am so upset and annoyed at LEROY MERLIN to have put me in this position. Somebody that I trusted and have been buying from for 20 years. Please help me.

The worst customer service i have ever experience. the attitude is that they do you the client to buy from them. i bought a 7KvA diesel generator cash at the Boksburg store on Sunday 07 November 2021 and Brain promised me that the generator will be at the store on Tuesday 09 November 2021.
When i phone Brain on Tuesday to enquire about the availability of the item he promised me that it will definitely be at the store the following day. when i phone Brain the following day he informed me that Gentech Industries will only deliver the generator on Thursday.

On Thursday I drove to the Boksburg Store to enquire about the Generator and was aaisted by Vusi, a Duty Manager, and he inform me that the delivery truck of Gentech had broken down.

I then phone Gentech and they delivered the Generator at the store at about 15:30. Because of the delay Vusi promised me that they will deliver the generator at my house the same day.

At 15:43 i phone Vusi and he siad the close at !8:00 and even if he delivered it himself i will receive the generator that day even if it is after 18:00.

At 18:10 i receive a call from Happiness to inform me that they can only deliver the generator on Thursday because they only receive the generator now. i inform her that she is lying because i knew when it was delivered.

i then phone Vusi and the phone just ring and went to voicemail. After i tried three times to get hold of him, he switch off his phone and it went directly to voicemail.

it is Thursday and I have not receive the generator yet.

When i purchase the item i told Brain that if he cannot deliver by Tuesday let me rather buy somewhere else because of the load shedding and i need it urgently but he assured me that he ordered it now and it will be at the store on Tuesday. He even confirm this with a person whom he phoned.

For a duty manager to treat a customer like this is not on and if this is the kind of manager that Leroy Merlin appoints then i dont know.

i do not want an apology from Leroy Merlin. I want action being taken against these employees.

I am still in the line with 1 person Infront of me waiting for a yes or no if you have 1 roll of paper I want 2 hour standing ridiculous no one else in the shop would look on there computer to see if you have a roll of paper in stores as not there department it would have took 2 minutes to look I am still standing waiting no other help and very rude

Hello
I am writing to you from Slovenia and informing you that someone from your Russian company stole 254.88 euros from my daughter's credit card.

The money was transferred to:

LEROYMERLIN 013
MOSCOW
RUS
si56 [protected]
SKBASI2X

We found the IP number of the computer where the contact was made. Location is COMPANY leroymerlin, Russia.

Please contact me as soon as possible to resolve this issue.

We also contacted the police in Moscow.

We also contacted Mr. MAXIM TRUKHIN from your company in Russia and did not receive any response.

Please investigate this and arrange a refund.
greetings

ALEŠ AVSENEK

In attachment I m sending you the payment confirmation.

Dear Leroy Merlin team!

I would like to leave a complaint about work of russian offices. I've left an order on 4th of November, which was submited by your team. It was only two positions, that were available in stock in several markets in my city. I've chosen the date of delivery, which was acceptable for me and for your company. On the delivery date I've received the phone call from your employee, who has told me, that one of the positions is not available and can not be delivered. At the same time I've received a phone call from the courier of your company, who told me, that he received the partly complete order and he is standing in front of my house and ready to give it to me. I've checked the item, that your company refused to deliver to me on your web-site and found out that this item is available in stock in several shops and it can be delivered. The money for this item was already paid. I've tried to reache the local support team, but they refused to find any suitable solution for my case. This is unacceptable and, because your local team can not provide me with any acceptable solution, I would like to ask for assistance for your side. The date of claim is 6th of November.

Purchased a very expensive resin shower tray, 170cm long
Received a 180cm tray, although the box said 170cm
Shop in Loule of no help in assisting to quickly resolve my problem. I had two men waiting to fit it. Leroy of no help in loaning a disc cutter for me to shorten. I was told it was their suppliers problem not theirs.
Appalling customer service.
I spent €650 plus delivery and they wouldn't acknowlege it was their responsibility and just give me a cutter and discs costing €35. No. Their solution was I but another shower tray, then they delivers 3 months later, then collect the wrong size tray then give me a refund.
How is that good customer service.?
Shambles of a store.

Order No. 013_216763 Client No. 3073125. On Tuesday 26th October I ordered & paid for an item online from Leroy Merlin, Leiria, Portugal. I chose an option for delivery on Friday 29th October. By Wednesday 27th October the tracking was showing 'Ready to send' as it did on the Thursday & also the Friday, the delivery day. I took the precaution to ring them at 10.30am on the 29th to confirm that it was out for delivery. Their customer services couldn't confirm but told me someone would call within 15 minutes. Nobody called. I subsequently phoned them 4 more times & each time I was assured that someone would call; me. They didn't. At 5 pm that day, Friday 29th, I received an email apologising & saying that my item would now be delivered on Nov 3rd. No mention of if this was convenient, if I still wanted the item or any mention of compensation for having to pay a plumber that I had booked for the Saturday, 30th October. In my reply I pointed out that in these days of almost unlimited communication a simple text, email, phone call in the morning of the 29th to advise would have been all that was necessary so that I didn't have to needlessly wait in all day & spend about 2 hours on the phone to them. This is not the first time that I have been treated in this appalling disrespectful manner by Leroy Merlin

I have tried to purchase an outside Umbrella / Parasol both in person at the Portimao store where no one wished to serve me and now online, the website wont translate easily into English despite large numbers of British, Irish & US customers on the Algarve. When you do try to purchase online the website will only accept Portuguese Phone numbers and Portuguese Credit / Debit cards, no wonder Amazon is so popular. 29/10/1942