Review Time
Probably the best ferreteria in Spain. Knowledgable and attentive staff, quality products, good prices and quick service make for an unparalleled experience. Don't listen to all these other reviews slating them, I've bought loads of stuff from there and had almost no trouble at all.
IT'S THURSDAY AND SINCE LAST WEDNESDAY, WHEN I RETURNED THIS FAULTY AIPER ROBOT, I STILL HAVEN’T RECEIVED ANY RESPONSE. I CAME FOR A TWO-WEEK HOLIDAY AND HAD THE MISFORTUNE OF BUYING A ROBOT THAT DOESN’T WORK FROM A LEROY MERLIN THAT DECEIVES ITS CUSTOMERS.I’m shocked to see a big sign at the returns counter that says:"IF YOU’RE NOT SATISFIED, WE’LL GIVE YOU YOUR MONEY BACK OR EXCHANGE THE PRODUCT."That’s a blatant lie and a disgrace — this is deceiving the customer.I am not satisfied with this €1000 robot, which stopped working on the third day, and yet they neither refund my money nor replace the product.
This company is often ok but when their service goes wrong they tend to ignore complaints and annoy their customers. I admit to having bought mirror sliding wardrobe doors from the Ondara store in May this year, that were too big, as my builders changed the floor level slightly, but I had bought more than 5000 euros of other items so arranged for a return. The return service took until July 3 to take the doors away and to date no refund. I have thought better of returning other items due to the complete inability of their Customer Service people to respond to my emails written in both English and admittedly non grammatical Spanish. I think that staff at this store and within the Customer Services department need reminding that customers are a necessary evil and complaints will happen and that a prompt and efficient returns service will in fact increase your customer base and will become a marketing advantage.
Una de las peores experiencias con un comercio – Eviten Leroy Merlin Torrevieja a toda costaTuvimos una experiencia verdaderamente lamentable en Leroy Merlin Torrevieja y nos sentimos obligados a advertir a otros consumidores.Después de comprar una bomba para spa defectuosa desde el primer día, seguimos el procedimiento correcto y contactamos con el fabricante, quien nos indicó que debíamos devolverla a la tienda para su reemplazo. No fue algo sencillo: nos encontrábamos en una segunda residencia y tuvimos que hacer un viaje de 120 minutos (ida y vuelta) para solucionarlo.Una vez en la tienda, la situación fue aún peor. El encargado, que se negó a dar su nombre (aunque en su tarjeta de identificación figuraba como "Fran"), fue descortés, nada colaborador y totalmente reacio a ayudar. No solo se negó a reemplazar el producto defectuoso, sino que además nos vio cargar el artículo pesado sin ofrecernos la menor ayuda. Este nivel de atención al cliente no solo es decepcionante, es inaceptable.Lo más frustrante es que, según la Ley General para la Defensa de los Consumidores y Usuarios (Real Decreto Legislativo 1/2007, de 16 de noviembre), así como la legislación europea en materia de consumo, tenemos derecho a un reemplazo o reembolso cuando un producto es defectuoso desde el inicio o no cumple con los estándares de calidad. Esta ley protege al consumidor hasta dos años, especialmente si el defecto se comunica de forma inmediata.Leroy Merlin Torrevieja ignoró por completo estas obligaciones legales. Como resultado, hemos contactado con nuestro banco para abrir una reclamación bajo el artículo 75 (si se utilizó una tarjeta de crédito del Reino Unido) y hemos iniciado una reclamación por incumplimiento de los derechos del consumidor europeo.Leroy Merlin puede ser una gran cadena, pero esta tienda demuestra un total desprecio por el cliente y por las leyes que lo protegen. Si usted es propietario de una vivienda vacacional o turista, tenga cuidado: no están dispuestos a ayudar, y su personal es grosero y evasivo cuando surge un problema.Jamás volveremos a comprar en Leroy Merlin y recomendamos encarecidamente evitar esta tienda si valoran su tiempo, su dinero y un trato digno como consumidor.One of the Worst Retail Experiences – Avoid Leroy Merlin Torrevieja at All CostsWe had a truly appalling experience at Leroy Merlin Torrevieja and feel compelled to warn others.After purchasing a spa pump that turned out to be faulty on the very day it was opened, we followed the correct process and contacted the manufacturer, who advised us to return it to the store for a replacement. This wasn’t a simple task—we were staying at a holiday home and had to make a 120-minute round trip to deal with this.Once at the store, the situation went from bad to worse. The manager on duty—who refused to give his name (despite it being clearly displayed on his ID badge as “Fran”)—was dismissive, unhelpful, and utterly unwilling to assist. Not only did he refuse to resolve the issue or replace the faulty product, but he stood by and watched as we struggled to carry the heavy item in and out of the store without offering any assistance. This level of customer service was not just disappointing—it was outright disgraceful.What’s even more frustrating is that under Spanish Consumer Law (Real Decreto Legislativo 1/2007, de 16 de noviembre) and European Consumer Law, we were fully entitled to a replacement or refund for goods that are faulty upon delivery or fail to meet quality standards. The law specifically protects consumers within 14 days (and up to 2 years) for faulty goods, especially when reported immediately.Leroy Merlin Torrevieja ignored these legal obligations entirely. As a result, we have now opened a dispute with our bank under Section 75 (if using a UK credit card) and filed a complaint for breach of EU consumer rights.Leroy Merlin may be a big name, but this branch clearly does not care about customer service or consumer rights. If you're a holiday homeowner or a tourist, be warned: they are not willing to help, and their staff are rude and evasive when things go wrong.We will never shop at Leroy Merlin again and strongly advise others to avoid this store if you value your time, your money, and basic human decency.
Yesterday I went to the Leroy Merlin shop in Palma to buy 2 toilets and 2 staff members went out of their way to help me - Fede and Julian. They were so incredibly helpful and they made what had been a frustrating experience so much easier! THANK YOU to both of them! Tisha
Terrible company, will never buy from them again. They seem to get returned items & repackaged as new & sell on to any buyers. Here is a copy of thier communication. And can't seem to communicate within thier own establishment.Hola Munesheer, te escribimos desde el departamento de Atención al Cliente de Leroy Merlin con relación a tu pedido 219436. Queremos informarte que estamos revisando tu incidencia, estamos en contacto con la tienda de Torrevieja para que nos confirmen la fecha de entrega de la pieza que te falta. Lamentamos mucho las molestias causadas.Gracias por tu colaboración, recibe un cordial saludo*Leroy Merlin Atención al ClienteWe appreciate your response. But we were promised these parts today, Tuesday at the latest. We need them today as we are returning to UK . We remain very distressed, at being sold an incomplete product which has resulted in massive inconvenience. If there are sheds in stock in store, why can't the missing parts be given to us, without delay. Please advise as soon as possible. Many thanksWe're very sorry for the inconvenience caused, M. We still haven't received a response from the Torrevieja store. We've reordered the part from the manufacturer, but we won't be able to meet the deadlines if they have to return to the UK. The quickest way to do this in these cases is to simply exchange one shed for another, but I understand that if it's already almost assembled, this is a huge inconvenience. We're going to try to contact the Torrevieja store so they can offer you a roof from one of the sheds they have in stock to see if it's possible. We're leaving this conversation open to keep you updated. And again, we apologize for the inconvenience.UsWe still have no resolution to this issue. It is entirely ridiculous that missing parts of a product cannot be reolved in a timely way. It seems you cannot communicate even within your own organisation! This incident has ruined our time in spain, we have now wasted another day waiting for your response. I will be making our views known on social media , maybe this will invoke a more prompt response !LMBuenas tardes, vamos a trasladar la información al gestor encargado de tu incidencia. Actualmente no se encuentra en horario laboral, pero se pondrá en contacto contigo tan pronto como sea posible para continuar con la gestión.Buenas trades, we are not satisfied with the response & speaking to a manager will not make up for days lost dealing such an poor-quality experience.Like I have stated we will return the item & Request a full refund.This experience has been not only an inconvenience for myself but for a driver friend we know, plus paying a handyman to start work on the project.Also staying close to home the last few days, while we had plans to visit family & loved ones.They don't give a flying fig. They totally wasted four days of our time, and give a dam, they really on probably fake reviews, wish never heard of them.
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