Leroy Merlin
Reviews and Complaints

Dear Sir/Madam

Ref: Official Complaint - Kitchen Installation Presupuesto No: 347230 - Client No: [protected]

With reference to my kitchen installation. Please find below a description of what has happened

1. We ordered a new kitchen on Friday 16th April 2021.

2. This was then paid for on Wednesday 12th May 2021.

3. Your installer tried to come round and take measurements and was told he could not do so as the walls and floor had not been re-constructed so he said he would come at a later date.

4. We instructed La Pobla (El Osito) Valbona to deliver the units and appliances after Tuesday 8th June 2021 as we had workmen re-constructing our floor, walls and bathroom at the same time.

5. Apparently you tried to deliver all the units and appliances whilst we were away and work was still being carried out and our workmen would not sign for receiving these goods. We only found out this week from Maria. We stressed that the delivery could not take place until after Tuesday 8th June 2021.

6. When we came back on Tuesday 8th June 2021 we called in to see Maria and enquired as to when the units would arrive and when would the installer come round to take final measurements as the walls and floors had now been completed.

7. On the Monday 14th June 2021 we sent an email to Maria asking when Javier (installer) would come round to re-measure as we were getting very anxious.

8. On the Saturday 19th June 2021 we sent another email to Maria asking for clarification when the installer intends to do the work.

9. On Monday 21st June 2021 I received an email from Maria stating that some furniture was to arrive and when we received them they would start the assembly possibly in 10 days' time which would be Thursday 1st July 2021. But I was not happy about this.

10. On Saturday the 26th June 2021 we saw and spoke with Maria who informed and promised that the installer would telephone us on Monday the 28th June 2021.

11. On Tuesday 29th June 2021 we wrote an email to Maria stating that the installer had not been in contact with us with a date for installation.

12. On the Wednesday 30th June 2021 we sent the installer a message via WhatsApp informing him that we had been told at Leroy via Maria that the units were in the warehouse and that he would telephone us to arrange a date for installation, unfortunately we had no response.

13. On the Saturday 3rd July 2021 we still had no contact with the installer. On that same evening the installer WhatsApp and told me workmen will be coming on Monday 5th July 2021 to install our units.

14. On Monday 5th July 2021 two men arrived at 10.00 a.m. but we had no units. They then left after speaking with the installer.

15. On Monday 5th July 2021 I wrote to Maria to inform her of the situation. Also I forwarded her a message that I sent via WhatsApp to the installer.

16. On Tuesday 6th July 2021 I received an email from Leroy (Briggs) tracking service asking to rate the installer. (How do you expect me to rate the installer when we haven't had a delivery of units and no sign of the installer)

17. On Tuesday the 6th July 2021 I received an email from Maria stating that delivery had been sent to me whilst I was away to allow the workmen to finish the re-construction. (please note point 4) Maria stated in her email that she had created a works order for the units to be delivered immediately and that the installer has an order to start the same day that we received them. (Unfortunately the installer did not start and put off the installation for another week)

18. On Tuesday the 6th July 2021 I wrote back to Maria stating why they delivered the units whilst I was away when I instructed them to deliver after Tuesday 8th June 2021.

19. On Tuesday the 6th July 2021 Maria replied that the workmen did not want to accept responsibility for the kitchen units as they were not expected until after the 8th June 2021.

20. On Tuesday 6th July 2021 I was informed that some appliances would be delivered to me by telephone

21. On Wednesday 7th July 2021 I wrote back to Maria stating that the appliances had arrived at 10.00 a.m. and asked when the units would be delivered.

22. On Wednesday 7th July 2021 I wrote back to Maria stating that the units had arrived safely at 13.30 p.m. I also WhatsApp the installer asking when he will be installing my kitchen. Later on in the day the installer replied stating that he would be coming in a week's time which would be Tuesday the 13th July 2021. I forwarded this message to Maria if she could try to sort this matter out as a matter of urgency but had no response from Maria.

23. On Wednesday 7th July 2021 I wrote back to Maria stating that all the kitchen units were outside of the house and that we would have to move them inside ourselves which took over 3 hours to do in the blistering heat. I also enclosed pictures too Maria.

24. On Thursday 8th July 2021 I received a telephone call from someone at Leroy apologising but stated the installer would only come on Tuesday 13th July 2021 as he is busy. (We are not very happy with this outcome)

We wish to thank Maria Del Carmen Albarrilla for her patience and consideration and help with trying to resolve the urgency of the situation.

As you can see this has been a massive disaster in communications with warehouse, shipping and the installer.

As you may now be aware I have had NO kitchen for the last 2 months eating sandwiches for so long and having to eat out (unnecessarily) which can be expensive. As you can see I am not very happy with this outcome and this should have been installed a long time ago as June the 8th was the date given by me.

After what I have gone through and having NO kitchen for over 2 months a kind gesture of compensation would be very much appreciated

Grazyna Bzdega

we ordered doors online from your online store, we were contacted to say that they did not have stock of the one door and it is on order. my husband requested that the other doors are to be delivered this was on the evening of the 13th of June. on the 16th of June we visited the store and ordered more doors and we were promised delivery the next day. today is the 22 June and still no delivery, I have my builders waiting and every day we are promised delivery. never again will we purchase anything from Leroy Merlin, please can we have our doors and windows delivered urgently.

We recently bought a new Franke Nouveau kitchen sink from your Boksburg branch as we had our kitchen completely redone. We have had Franke products before and the quality was good and for that reason we bought Franke again. However, we are extremely unhappy and disgraced with the quality of the product. We have hardly used the sink and already there are scratches and marks on the sink without even in full use. We are taking special care but the product just seems not be the same quality as previous products. We have been in touch with Franke Manufacturers but unfortunately they are based in Durban and we in Johannesburg. We are willing to upgrade to a better, more expensive Franke product hoping that this might solve the problem. Spending more than R200000 on a brand new kitchen, 1 product make our kitchen looks cheap and unfinished. Hoping that you can assist us in this matter before we take this to Social Media. Kind regards. David de Villiers

I ordered some items on May 10, 2021. I'm still waiting for the delivery of my order although I paid for it.
The items are in the warehouse but I can't collect them because your office is delaying the bureaucratic procedure.
It's a shame!
I hope the situation will be solved as soon as possible because I was forced to stop works in my house.
Valeria, Rome, Italy

Hi,
I've paid €2443.92 to Leroy Merlín for exterior furniture. The deliver is paid. They send me an sms to collect furniture which I cannot answer back to. I have rang [protected] and I'm but through to Madrid where they just note it or put an incidence note I spoke to Ruben, then to Yolanda then to Ruth.
I cannot speak to the shop directly because there is no direct number to tell them they should be sending me the products. It's very frustrating because I ordered this so when I got back from my holiday with guests I would have my furniture at home. I cannot go to the shop because I'm in London. Please help me to rectify this.
Order no 515953
Monica Peralta

On 20/09/2019, I purchased a fitted kitchen from the merlin's store in Huelva, which include a Beko combo fridge, mod RCNA366E40XB A+++, It took over a month before the fitters fitted the kitchen and on the day, they discovered that the area for the freezer was too small when they tried to push the freezer into a too small space, it was pulled back out and a piece of the kitchen top near the sink cut off to force the freezer into its place. The plug to the freezer was in assessable because it was stuck against a wall and the freezer.
I have had never moved the freezer or had any reason to until early March 2021 when we had a power cut for over 12 hours. And needed to get to the plug for the freezer, I then discovered that the freezer had been damaged when the fitters had been forced it into the too small space up against the kitchen top which had been poorly cut and a broken plug socket in which the freezer was powered . As a result, there is severe rusting to the area where the paint has been scratched off the metal. This can clearly be seen on the provided pictures.
I made my findings known to the kitchen sales managers and was told by one" The guarantees is out of date, . I need to contact Beko to have them check the freezer. Beko's warrantee is still valid but it does not cover rust damage. 08/05/2021, I returned to Merlin's store and was told by the kitchen section manage " You have no proof how it happened ". But was directed to an over manage who viewed the provided pictures and stated that he would send someone to inspect the freezer.
10/05/2021. Members of staff visited and inspected the kitchen and freezer fittings, he stated that the freezer was fitted in a too small space and the kitchen top needed to be replaced and the space made bigger for the freezer, also that he would contact Beko to find out how much it would cost to replace the damage side panel.
Heard nothing for two weeks so after making contact he replied, The kitchen section tells him that the damage to the refrigerator is not due to a bad installation or a product defect and the warranty does not cover it, Beko can be contacted on their website or customer service.
Few days later, letter received from merlin's stating that the scratches were caused by the horizontal movement of the appliance repeatedly.
See attachments

We ordered a fitted kitchen from Leroy Merlin in Loule costing almost E12, 000 just before Christmas. They have continually changed delivery times, failed to arrive at appointed delivery times etc. etc. Today we were supposed to have the delivery in the morning however at 15.30 PM it still hadn't arrived. They phoned us about 4PM and said it would be there at 4.30 PM. The delivery wagon arrived at 5.15PM and the two individuals with the vehicle made it clear that they wanted to off load the kitchen outside our front gates 100 yards from the house on an unadopted, unsecure, unlit road! I asked them to drive up to the turning circle at the top of the drive by the house which neccesitates coming in forwards and then driving around the circle to exit the property still driving forwards - very easy and exactly the same way two other deliveries have been made with the same sized trucks from the same company! Furthermore our drive is actually WIDER than the road the truck had just driven up to get to the gates. The driver would not listen and began to back up the drive instead and his colleague then started to rip branches off a tree which we have lately had to have a tree surgeon out to because 3 years of neglect prior to us buying the house meant it needed attention. I remonstrated with him at which point he became aggresive and started shouting at me, so I ordered them off the property. He then came back in the drive and started taking photographs so I ordered him out. At this point he gave me a lot of verbal abuse including obvious rascist comments in Portuguese which he clearly thought I would not understand. I do not see why I should accept this sort of behaviour and this appalling service when I have paid so much money for a kitchen. We contacted Leroy Merlin immediately but they can't even be bothered to get a manager to speak to us!

Good day I spend 180k on kitchen and appliances...the stove fan is rusting.
I cannot get through on the telephone lines
Please can you contact me urgently
[protected] Lorna
The cupboards are slipping on the wall. The white lifted off the island
I spent a lot of money and am very disappointed in my purchases

I tried to purchase Odyessea café set ref [protected] this morning. I'm 73, my husband is 79 and disabled.
We identified the item.. Eventually found a member of staff who was free.. this did take some time.
She said we had to join your membership Scheme to purchase.. When I gave my address she said the delivery couldn't be delivered to apr on 2nd floor.. The delivery personel would only deliver to the development gated entrance..
I explained I couldn't manage to carry the said items to the apartment.. The reason for gate delivery was "Covid".. We have deliveries from DHL, Amazon and others to the door of the apartment. I also required the item to be assembled. This was beyond her power of thinking.
I asked for the manager. Two ladies appeared.. Boss plus translator. They were very helpful.. They suggested the item would be delivered by the maintenance team and assembled for us at a cost of 30euros.
We thanked them and agreed to the price.. and waited seated to be attended to.. After 30 mins two girls arrived.. One English speaking girl began telling us the above couldn't be achieve. She then said OK it could but it would be 120euros for delivery and assembly.. I asked for the manager.. A man this time.. Plus one hour has now elapsed.. There seemed no way forward.. We decided to leave and I doubt we will ever use your stores in the future.. Your staff need training in customer service.. Putting a uniform on untrained staff does not work. Pity as we both thought the garden set was the best quality for the price we had seen

Bonjour

Je vous écris pour vous demander votre aide, nous avons acheté 450 briques à votre dépôt de Perpignan le 15 septembre 2020.

Facture n ° 138128 CM n °: [protected], client n °: [protected], malheureusement en raison de notre constructeur ayant convaincu qu'il n'a pas pu commencer à construire la cheminée avec les briques avant le lundi 22 février dernier.

Après avoir construit 10 cours, il a commencé à remarquer que certaines briques n'avaient pas été correctement cuites et étaient très cassantes, au total 220 étaient défectueuses, pourriez-vous vous arranger pour les faire ramasser et les remplacer car nous avons payé beaucoup d'argent 249 euros pour avoir les briques et le sable livrés. Le constructeur est convaincu qu'ils n'ont pas été tirés correctement. Nous espérons que vous corrigerez rapidement cette erreur.

Bien cordialment
Philip
[protected]

Ordered 1 kitchen unit & one kitchen work top
After waiting one month for delivery the unit tuned up broken in a ripped up box one side of the unit smashed & then the next day the kitchen topped turned up with knife marks all over it 😡
The delivery guys wouldn't even wait for me to sign for it and quickly rushed off
When phoning the store they just keep saying someone will call me back but never do
This company has no customer service and no idea what to even do when calling them about a broken
Item being delivered!

On the 21 February 2021 I looked at your website, and was looking for wood and there was an ad for wood which i was looking for, item number [protected], plank pine crating grade 25x76x3000mm, I needed 30. Went to the Stoneridge branch and there were none in stock. My question is, why advertise if you have none in stock. I wasted my time going there and all I was told, "sorry we don't have in stock" if you advertise on the website you need to have stock or make a plan to get from other branches or suppliers, i will be waiting for your feedback, call Mr C Fourie [protected]

Ordered and paid for kitchen in October 2020.
Only part installed with lots of items missing.
No adequate response to my complaints.
No sure what to do now?

We ordered and paid for 3 x Internal doors on the 30/12/2020, we are still waiting for delivery. We have been told they have tried to contact but they had the wrong number. we have supplied the correct number however we are still waiting for the delivery.
We have been to the store to check Leroy Merlin has the correct contact details which they confirmed, however the store told us they cannot help we had to call a central number. When calling the central number yo cannot connect to anyone. Eventually we contacted Leroy Merlin through their online chat without any resolution.
Invoice number [protected]

Hello there,

I bought an wood stove from leroy merlin in athens on the 31.10.2020 it was delivered to my appartment after 3 weeks with the half of the pieces I have ordered and paid, 4 months later I got the rest of it!

I also booked and paid the services to build it in, the fun part starts now, due to the fact that leroy merlin in greece has only one person/technician that can connect all the pieces of it together I am still waiting 4 month later for the wood stove to be connected and start using it.

All of the items and the services are prepaid!

Now, I would think a big company like leroy merlin would have an excellent service and of course more technicians in order to get us paying clients satisfied and the work done in reasonable times!

One technician to do the work for a company that sees thousands daily!

I am very disappointed and furious for the poor service!

Thank you for listening to me.

Greets

Ordered and paid for some tiles for delivery, was given a delivery date but they never arrived after waiting in all day .
After making phone calls and emails they were delivered long after original date .
Thought maybe it was a one off so tried home delivery service again as we live nearly two hours from store.
Again was given a delivery date and time for delivery, waited in all day with no contact from store .
Phoned store who said we had cancelled the delivery time ?
Hopefully going to receive goods within this week sometime.
Leroy Merlin is a great store and we will continue to shop there but certainly think twice about using there home delivery service.

Would like to find out what is being done on case [protected] filed in Jerez. It has been almost a month and still no solutions. Lots of run around but still nothing. I have made four trips from El Puerto de Santa Maria to Jerez just checking up. Each time been told the same thing. We will get with you sometime this week. I am beginning to believe that this is just words. If you need background information let me know, but think I covered it in complete detail in the original complaint that is on file.
Thank you for your assistance

Can be reached at [protected] or [protected]@hotmail.com

A simple job of changing the bath to a shower and they destroyed my wall. And it is not covered in the policy to full repair it. Also, the silicone they used around the tiles is transparent and there is mould growing underneath it that cant be cleaned unless I remove the silicone.

Regarding the wall the [censored]ty fix job they did has to be fixed, replastered and the entire corridor has to be repainted. Terrible work.

They also changed the toilet. The cistern leaks! One of the bolt covers is broken. What a disaster.

Just after they left the white bold cover fell off - it had been broken put they put it on anyway and now it looks terrible.

I have tried to contact them again about this and the website says they are getting too many complaints and to use a different method (other than the formulario) to contact them. Ridiculous.

Avoid Leroy Merlin like the plague. There are other, better options. And they dont reply requests for information.

I purchased a Smash bush cutter from the Cocentina store on the 16/09/2020.. The product has never been used. On the /09//2010 I tried to use it for the first time. When I start the machine up the engine seized. The store refused to refund my money breaking EU fit for purpose laws.

The staff tried to get me to take the item to a repair shop to fix it. This cannot be fixed the machine was badly made.

I am asking for my 129.00 Euros to be returned.