Leroy Merlin

Estou absolutamente furioso com a Leroy Merlin Portugal e o seu serviço absolutamente vergonhoso! Desde o momento em que efectuei a minha encomenda online, eles não conseguiram fazer nada, provando que são completamente incompetentes no seu trabalho.

Em primeiro lugar, o serviço de apoio ao cliente online é péssimo.

São literalmente incapazes de ajudar no que quer que seja. Todas as tentativas de resolução de problemas são confrontadas com um muro de incompetência, deixando claro que não fazem ideia do que estão a fazer. É uma piada a forma como esta loja online funciona e é evidente que não se preocupam minimamente com os seus clientes.

Não se trata apenas de uma experiência isolada; uma rápida consulta da Internet mostra centenas de queixas semelhantes de outros clientes insatisfeitos. Trata-se de um problema sistémico que a Leroy Merlin tem de resolver imediatamente.

O estado atual do seu serviço é tão mau que chega a ser chocante. Eles precisam de uma grande reforma porque as suas operações actuais são absolutamente abismais.

Só posso esperar que os actuais proprietários do Leroy Merlin tomem conhecimento da crescente insatisfação e façam alguma coisa. É irritante pensar que uma empresa possa funcionar com tanto desrespeito pelos seus clientes.

Se houvesse outra loja deste género que oferecesse um serviço ligeiramente melhor, eu mudaria de loja num instante.

Leroy Merlin, deviam ter vergonha da forma como tratam os vossos clientes. Espero sinceramente que melhorem drasticamente ou que cessem a atividade, pois o vosso estado atual é uma vergonha.

Goods were delivered faulty.

I was asked for photos. I sent them.

I was asked for a video.

I sent it. I was asked again for the video. I sent it. I was asked for photos of the underneath of the item.

I was asked for another video.

I said no. I figured they had enough evidence.

I was told they were considering the matter.

I demanded a refund. I repeated this demand several times. They agreed to begin the refund process.

After 12 days, I was told it could take up to 10 days. Another 10 days in an age of instant transfer!

I sent another request and was then told I had been talking to a 3rd party and needed to contact LM directly.

I sent a message via the LM website and was informed the matter was already being investigated.

Sent a very angry email to every contact that had any input in this issue.

Received confirmation that a refund would be made.

But yet again it could take up to 10 days!!!

6 weeks and numerous emails later, I'm still waiting.

I also asked for a contact name in order to make an official complaint. As yet, no details have been forthcoming.

Absolutely disgusted by the treatment I received in the Leeroy Merlin store in Elche, Spain today. We waited in yesterday for a delivery of solar panels which never arrived.

I went to the store today to find out what had happened.

I went first to the pick up and delivery area. They said go to the shop. At the shop I was told to go to the pick up and delivery area, I had to wait twenty minutes to be told that. I refused to go five times.

The customer service assistant then directed me to the gentleman who took my order last week in another part of the store. He was busy serving somebody, after another twenty minutes waiting I told that guy I was no longer interested in waiting and went back to the customer service desk and asked for a manager, fifteen minutes went by . I tapped my credit card on the desk until somebody finally appeared. He got all the details of my order and then started making phone calls.

After another twenty minutes I finally found out our products were stuck in Valencia and did not know when they would be delivered. I asked for and received an immediate refund. Nobody really cared, not one apology came my way .

This is Leeroy Merlin today, dont buy anything from them unless you can walk in the shop , pick it up, pay for it and walk out with it, they cannot be trusted.

Absolutamente disgustado por el trato que recibí hoy en la tienda Leeroy Merlin en Elche, España. Ayer esperamos una entrega de paneles solares que nunca llegó.

Fui a la tienda hoy para saber qué había pasado.

Fui primero a la zona de recogida y entrega. Dijeron que fueras a la tienda. En la tienda me dijeron que fuera a la zona de recogida y entrega, tuve que esperar veinte minutos para que me dijeran eso. Me negué a ir cinco veces.

Luego, el asistente de servicio al cliente me dirigió al señor que tomó mi pedido la semana pasada en otra parte de la tienda. Estaba ocupado atendiendo a alguien, después de otros veinte minutos de espera le dije a ese tipo que ya no estaba interesado en esperar y volví al mostrador de atención al cliente y pregunté por un gerente, pasaron quince minutos. Golpeé el escritorio con mi tarjeta de crédito hasta que finalmente apareció alguien. Obtuvo todos los detalles de mi pedido y luego comenzó a hacer llamadas telefónicas.

Después de otros veinte minutos finalmente descubrí que nuestros productos estaban atrapados en Valencia y no sabía cuándo serían entregados.

Solicité y recibí un reembolso inmediato. A nadie realmente le importó, no recibí ni una sola disculpa.

Este es Leeroy Merlin hoy, no les compre nada a menos que pueda entrar a la tienda, recogerlo, pagarlo y salir con él, no se puede confiar en ellos.

Came to their store to order a solar shower. The sales lady ordered it for us online.

The order was placed and paid for on 11 June 2024 - EUR 228. The delivery date was scheduled for 28 June. No delivery, no contact. I contacted them several times, finally, they said it was out of stock hence the delay.

They would locate it from a store and contact me with a new delivery date. It is now 11 July and nothing. The same scenario happened with tiles. Ordered and paid for on 26 June 2024.

Delivery was scheduled for 11 July. Got a call from them on July 9 to confirm that they would deliver on 11th. Received an sms on 10th that delivery would be made on 11th between 0800 - ****. Cancelled all appointments and waited.

NOTHING... Called them but got no answer.

I don't know how this is legal in this country. These people take your money then cannot be bothered to deliver.

Leroy Merlin refuses to accept that they made a delivery to the wrong address, one that I have never heard of, some ten miles away from my home in Spain. But as I wasn't there for delivery, they cannot have my signature on any delivery note.

I am exasperated!! But what can I do about it?

This is the order:

Subtotal

92,10

Shipping costs

Free

Total (VAT inc.)

92,10

Pick-up point address

ATMOSFERA SPORT FUTURE

CL ESCULTOR RIBERA GIRONA, 65

03190 PILAR DE LA HORADADA

Billing address

Graham Bensley

447

Calle Manuel de Falla

03189 La Zenia (Alicante)

As I don't speak Spanish, I assumed that the delivery address was the name and address of the sellers.

Notwithstanding this, I did not give them this address. I wanted the item delivered to their La Zenia branch.

Dear sirs

We Uk citizens and are currently in Spain and have been using Leroy Merlin for many years for our properties.

Although we have had a small amount of occasions necessary to return items, I have never experienced such a dreadful situation that way were burdened with today.

We purchased two ceiling fans from Ondara Denia. Our electrician came round to fit them.

I preassembled them before his arrival and noticed that one of them appeared to be not just faulty but previously used and fitted by another customer. There was damage to the ceiling bracket, the wiring harness was incomplete and with unsafe joins, and had been altered, The LED unit had been removed from the light assembly and was damaged on its rear. This was clearly an item that had been fitted (badly) for use in store, and then re-packaged to sell again, or had been returned by a customer, and it had either been packed by them, and returned, and then never checked by a member of your staff, or it had been returned, incomplete and the staff just re-packed it and sold it as new.

I asked to speak to the manager, and after multiple attempts, a person named Guillermo came up and was quite insistent that the only thing they would do was to change the unit. I had to make an additional trip of one hour to bring the unit back, I had to pay the electrician not only to install the fan but to remove it as he could not get it working, and I will have to pay him again to refit the item that was given to us as a replacement.

The gentleman I spoke to was quite insistent that they would offer no compensation, either for my time, expense, or trouble, and said they had no responsibility to do anything about it. I explained that it was quite clear that they were selling an item that had previously been used by a customer, and that it had been resolved after having been re-packed with no care of the next customers needs or safety. I was insistent that he should make amends and he was quite rude and said "you can take the broken one back with you or you can take a replacement. This is now finished." He just walked off.

I asked to take a photo of his identity badge and he refused and simply wrote his name down on a piece of paper.

You will understand how shocked I am at this dreadful way that your staff are being trained to treat customers.

Leroy Merlin has been developed into a very successful and wide, ranging business offering an excellent range of goods. I fear with treatment like this that your customers will feel uninclined to continue to patronise your stores.

I look forward to some sort of response, or at least a telephone call to discuss the matter further.

Kind regards

Tim Morris

+44 7770 ****00.