leroymerlin.es

COMMUNICATION IS KEY!

Let me remind Leroy Merlin that 'COMMUNICATION' is key in every single case! Leroy Merlin now have a MASSIVE customer service call centre with virtually zero communication functionality. When you get through, if you would like to speak to someone in English, they have to request it - before they can request it, they have to fill in a form - in Spanish. Obviously the caller cannot understand the questions on the form because they are in Spanish and the call centre only speak in Spanish! Previously I found the merchandise in Leroy Merlin mostly good quality and so recommended my family to use use the company to buy all goods (costing thousands) for their home reform. A shower unit was one of the items ordered. They offered a delivery date but it was not suitable as the builders would not be available to install it. So they then offered an option to 'buy' a specific delivery date. We took that option and paid. Builders were employed for that day at a cost of 300€. Nothing arrived. (Not a useful tel call but an email from Leroy Merlin had arrived in my inbox (that I do not enter every day) advising me that the delivery would be late (nearer to the time that suited them not me) So paid for specific delivery date but didn't get it. Paid the builders for nothing, booked them again which held up all the tradesmen who needed to do THEIR job after they did theirs. By the time the item arrived the builders were on another job. When the builders eventually opened the parcel - only the glass was there - no frame. Then began the most ridiculous series of events which confirms what I said in the beginning - communication is KEY!Called the Customer Service Line - tried to communicate in broken Spanish - waste of time. I then visited the Murcia store (1.5 hours return + petrol) and explained the situation. The staff said they wouldn't be able to open a box with the item in store as it was meant for someone else so had to open an 'incident'. I don't speak Spanish, she didn't speak English. Somehow, with a great deal of stress and frustration, the incident was opened. I was told I would receive an update in 24 hours with a solution of how they were going to get the frame to me and when, so I could re-employ the builders. No update was received by phone or email! My builder then drove to Almeria store (an hour each way + petrol + payment of builder's time) as he spoke good Spanish. He was told the same - that the incident would be updated now and we would hear in 24 hours time! We heard nothing. I then telephoned the Customer Service Centre who didn't need the order number or reference number or invoice number but, believe it or not, in order to gain entry to the profile - he needed the telephone number of the person who ordered it! (WHY THE HELL DON'T THEY RE-SET THEIR SYSTEM SO AN ORDER NUMBER WORKS? WHY GIVE US AN ORDER NUMBER IF IT ISN'T REQUIRED?) So we tried the home-owner's tel number, my tel number, the builder's tel number and eventually after about an hour, using the invoice number, he gained entry and saw that NOTHING had been done! How the hell is that company still in business? (Remember it wasn't easy to speak to customer services as I don't speak Spanish but to request an English speaker they have to complete a form and the English speaker then would contact me! That took a day! That same frustrating process was repeated twice more. In the meantime, I used the email address that the customer service man had given me, advising me that if the matter was urgent (It was and still is, because the builder's are standing around believing that the item would arrive any day) then an email would be seen by every department and would be dealt with urgently, immediately even! I sent a detailed email in Spanish (with the help of a fluent Spanish speaker) it was replied to 2 days later (!) in which it stated that my case would be dealt with urgently - the email from them never answered 1 single question, never responded to one single complaint or claim - even though the email I wrote was completely readable by a Spanish national. I replied to the email - again in Spanish - asking them to respond to my questions urgently. - 3 days later, still no response. In the meantime I eventually received a call from an English speaking customer service agent who went through the same protocol to enter the profile and informed me that the missing item was requested from the supplier and that he hoped would be sent directly to the home from the supplier. It was dealt with by the Almeria store. We have now employed builders on 3 occasions to fit the shower. Here we are 2 weeks later with nothing. I say - buy local in future, it seems to matter more to the small retailer than Leroy Merlin (who actually pride themselves on Customer Service!)

Date of experience: Jun 11, 2024