Review Time
Bought 80cm x 60cm mirror explained no car so using public transport and asked if staff could look out an empty box to help carry? Admit my control of the Spanish language is weak and maybe asking too much to expect any level of customer service in Spain? But Leroy Merlin excelled themselves in managing (even for Spain) to be absolutely useless. Wouldn’t have give any star as simply awful. Mind you reading other customer comments on here I am far from alone???
All the way through, just a bad experience again !! Website don't work from business to business and then I went to the shop to get help , they told me business account can't shop online so a employee have to make a private account.. what kinda bull s .... Is that ?? I mean I asked her 17 times and she said the same .. insane big company but no b to b hahah !! Wasted so much time
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!)
Do not buy from Leroy Merlin. Their delivery driver damaged my car port gate when reversing his lorry. The driver had the cheek to say that it was already like that. Fortunately I took a few photos and a video before he moved the lorry. I sent the photos and video to the complaints department and was told it's down to the driver to get the gate repaired. The driver was a 3rd party and didn't work for them. After about 10 emails and as many phone calls, I spoke to my insurance company who claimed the repairs from them and had the gate repaired within days.Avoid like the plague!
Be careful in buying products that offer installation service, bought an electric water heater and got my local plumber to fit it to give back to my community, The boiler turned out to be faulty but becuase I didn't get leroy merlin to install it they don't offer exchanges. Just pass me around and around with telephone numbers that lead's to no one helping you. Very Poor service.
On 27th April, at Leroy Merlin Tamaraceite, Las Palmas, we ordered 2 kitchen large worktops for delivery (Order No. 426131 Natalia Garcia Cantos). LM set the delivery for Monday 29th by midday. On the 29th no-one called, no-one came. We called LM but they passed us around with excuses. Finally at 14hrs a LM transport driver called saying the "lorry broke down" - they only have 1 lorry? The driver said delivery would be on Tuesday 30th around 11am. Next day, same "story" no-one came, no-one called. We called LM 5 times and were passed around, lied to, and told "the incidencia would be reported". LM offered delivery on Thursday 2nd May between 09hrs and 13hrs. We had 2 workers paid for, ready and waiting to unload the worktops and take them up to our 4th floor flat. We both suffer from cancer and cannot handle heavy loads. Once again, LM did not call or show up. How bad can one company do things?! We called Client Services many times, but they refused to explain anything, just giving standard replies and excuses. It´s seemed they did not care once that had our money. The delivery has been totally forgotten. At the time of writing we still do not have the kitchen worktops which we paid for a week ago. Next week we are in hospital, so when well they delivery, we have not had any contact. Apart from yesterday a Client service representative called to ask "how are we doing?"!!! What a joke. Also, in desperation, I emailed LM Head Office in Lille, France, and all they did was suggest I contact LM Spain :) The "joke" gets worse. Ya he estado en contacto con LM España unos 230 veces sin solucion. Al fin, we went to the LM warehouse at Tamaceite, and what do we see? Our worktops leaning against the wall!! The warehouse person said they had forgotten to put them on the lorry (again"!) OLE! Only in Canarias? Friday 3rd came and went without any sign of Leroy Merlin. They give a new meaning to "bad service". Next time we order anything for our flat we shall go elsewhere. So, we have paid for 2 kitchen worktops but they have not been delivered and no-one at Leroy Merlin knows anything. WHAT A GREAT COMPANY! (NOT).
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, don’t 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.
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