Review Time
Avoid Leroy Merlin – Dishonest Sales, No Accountability, and Shocking ServiceReview:I spent over €6,000 at Leroy Merlin Granada on a high-end air conditioning system — including installation — and what followed has been one of the worst customer experiences I’ve ever had.Before paying, I was told by multiple staff, including the department manager and the installer via WhatsApp, that no extra charges would be added. I confirmed this more than once because I knew my house is older and wanted full clarity. They promised everything was included.Then on installation day, after accepting that one industrial-grade unit had to be connected directly to the fuse board (as expected), they suddenly refused to install the other units — claiming my sockets had no ground wire. This was already known and they had accepted the job. They simply changed the story to try to charge more, despite all units being capable of — and safer when — wired directly to the fuse board. It's standard practice for AC units.To make it worse, the Leroy Merlin rep on-site refused to give me her manager’s email, claiming GDPR — a blatant and ridiculous excuse used to avoid accountability. Corporate emails are not personal data.The salesperson who took my order was also rude and evasive when I returned to the store. He was more than happy to take my money, but became dismissive and aggressive the moment I raised issues. And this wasn’t the only failure — it took three weeks just to get an appointment in the kitchen department to see a design. The entire store operates with zero urgency or customer respect.This company shows a pattern of promising one thing and delivering another, and then hiding behind policies or silence when held to account.If you’re considering spending money here: don’t. You’ll be blamed, ignored, and strung along. They breach their own promises, then refuse to escalate or respond properly.I’m taking this case to consumer protection authorities and legal action — with full documentation — and I will publish every detail if needed.
I am deeply disappointed with the delivery service provided by Leroy Merlin. Initially, we were thrilled when contacted to say our delivery would arrive a week early, on the day before yesterday. However, the delivery never arrived, and no explanation or communication was provided, leaving us frustrated and in the dark.Yesterday, we received another call promising delivery within 30 minutes at 3pm. An hour later, there was still no sign of the driver. When they finally called, it became clear they were nowhere near our location, admitting they were 5.5km away, and shockingly, not using sat nav. Instead, they asked us to share our live location via WhatsApp to help them find us.As our Spanish is limited, we asked our concierge to assist with communication. Unbelievably, the driver refused to speak with him and abruptly hung up. When we tried calling back, they ignored our calls. This level of unprofessionalism was astounding.When the delivery van finally arrived at 5pm, the two scruffy delivery workers were careless, roughly handling our package, which was poorly loaded in the vehicle, resulting in damaged packaging. While they offered an apology, blaming their unfamiliarity with the area, this did little to mitigate our frustration.Overall, this was an utterly unacceptable experience marked by poor communication, unprofessional behavior, and carelessness. We will seriously reconsider using Leroy Merlin’s home delivery service in the future and caution others to do the same.
They hired a good contractor, the work is well done. But the material was ordered incorrectly, twice. It took an additional two weeks to complete a 1 week job. The remaining wrongly ordered material has been with Leroy Merlin for over three weeks now. All inquieries regarding this return have been ignored. I fear we will not get our money refunded. Extremely poor communication and customer service
To explain what went wrong in my case, which is still ongoing, though the work to my kitchen should have been finished by about 21st March, I reproduce in English, an e mail I have sent their Madrid office.You ask for my reply to your e mail so that “negotiations can continue”. This is my reply. There are no continuing negotiations.I have paid Leroy Merlin for a hob to be installed properly. It is up to your company to ensure that it functions. I know how induction hobs work and I have all the correct pots and pans. I informed you of the problem some weeks ago by e mail and your employee who partially installed the wood burning stove for me sent a photo/video of the flashing light when a large frying pan was on the ring to a woman in Ferrol called Belem. She is one of your employees I believe. Suggesting that I seek technical advice myself from the manufacturer´s technical support about a product that was defective when installed is unacceptable.Changing the orientation of the fridge door is a normal part of the installation. In many cases a fridge, where it is in a corner, cannot be installed unless the door orientation is changed. I spoke to one of the installers about this and he saw no problems. It is the work of minutes. The idea that I should contract someone to do this separately is unacceptable.You provide no date for finishing the installation of the wood burning stove, panelling and connecting the fridge , fitting the drawer fronts and other panels that are missing, and not least filling and re-tiling the three holes in my kitchen wall that have been created for the chimney of the stove. Two of these were made in error at an early stage and the guy who deals with the stove had to make a new one. This needs to be done immediately. I can make myself available on most days over the next fortnight, except 6th and 8th May. I am still using my old fridge, which is in my salon, where it has been since the end of February. Time is now the essence of our contract.May I remind you again that the work started 16 days later than promised, ( remember, the contractor had scheduled two jobs for the same time and had decided to skip mine) that I had to contact you myself to find out why no one was working here. When the job started I was forced to pay an extra 1000 euros for the work continue, in order to pay for one of your contractors to do a couple of hours extra (two and a half actually) for some supposedly unforeseen work. There was no scrutiny from Leroy Merlin to ensure that I was not being ripped off, just an ultimatum that if I didn´t pay up all work would cease - my old kitchen had by then been completely removed, so I had no alternative.Most of the kitchen materials were supplied on time five days before the originally scheduled start date and so much of the ground floor of my house, which is not large, was unusable for about a month until most of the work was completed.There are a number of other unsatisfactory aspects to this work. For instance, there is something wrong with your electronic system, so that when an item had to be changed because of unavailability I received a bill for the whole cost of the alternative item I selected although I had already paid for the one originally specified. I also received what appeared to be an invoice for work that I had already paid for, but which were actually notifications for internal transfers within Leroy Merlin. Naturally I contacted your store about these apparent invoices, which was a waste of my time.One of the more ludicrous events was when the fridge arrived (remember, it had been sent to the wrong customer at first!). There were two delivery drivers, but only one unloaded the item and moved it into my yard, though it is marked that two people should move it. He at first left it right in front of my car, so that I could not drive out of my yard, and only agreed to move it reluctantly. He refused to put it in the house and as it was too large for me to handle alone it had to stay outside for about 4 weeks. While I was dealing with this sour faced delivery man his colleague was on the other side of the road urinating!The good thing is that the contractors (apart from the one who charged 1000 euros extra) seemed efficient and conscientious. The quality of the Leroy Merlin kitchen furniture seems no worse than other marques at the price point.
We are beyond disappointed by the incompetence and the frankly scandalous handling of our kitchen installation by .The photos speak for themselves. There is no proper silicone sealing between the countertop and the wall, leaving visible gaps where moisture can penetrate. The result? Blackening wood and mould formation. This is basic, elementary finishing work that any competent installer should get right.On top of that:– The sink is not installed flush with the countertop.– Electrical outlets are crooked and not aligned.– The tilework is uneven, poorly aligned with the cupboards, and does not finish flush with the worktop.This is not a minor detail or a matter of “taste.” This is substandard workmanship.Even more shocking is the response: after formally filing our complaint, Leroy Merlin informed us they will not take any action. Refusing to correct obvious installation faults shows a complete lack of accountability and respect for customers.When you trust a large international company with your kitchen, you expect professionalism. What we experienced instead was carelessness, incompetence, and a refusal to take responsibility.We strongly advise others to think very carefully before choosing this company.Misha & Ramona
Hi! I went to the store in Vilanova i la Geltru and was given excellent service by a very knowledgeable employee- her name is Sara. She works in garden supplies and furniture area. I was a little lost and she really helped me chose what i needed. It is great to receive this service and we need more people like her her. As well, she speaks very good english!!! Good job
Had 2 bathroom fitted told week job . workmanship terrible so many faults. After 6 weeks I am left with no downstairs toilet as it was faulty all I get is someone will be in touch ? Still waiting no door frames waiting 4:weeks for a joiner. Plus leaking shower chipped tile Can not get anyone to answer my emails. And give me a date when this will be finished. Worst thing I did was go with them.
Wish I had seen some of the reviews before , if I could give zero stars i would ,Customer service and the lies are appalling ,We purchased the pergola in April the website said the curtains we ordered were compatible, but they weren’t we have been trying to arrange a collection since this date , I have more complaint ticket numbers than you could imagine , I have now 3 collection notes still no collection , they keep telling me the courier couldn’t collect , this is a total lie as the cameras show different, we have asked fir the complaints book we have asked for the managers information and contact these requests have been ignored !! It’s shocking we have said our solicitor will be taking over this doesn’t bother them ,It’s simple all we need is a courier to collect said products now we want a pre arranged time and day and our money back , this really isn’t a difficult request,Unfortunately the pergola isn’t fit for what we wanted but Leroy Merlin are not interested in this as now fitted which we obviously had to do to fit the curtains ,Please think twice about this company as I have never dealt with such appalling customer service , Such a shame as the product is good just not fit for what we wanted , I do hope they read their reviews as this is such a simple complaint to correct ! Customer service put the phone down , my spanish isn’t good but I tried to converse lacked patience, what’s app number didn’t work ,I await to get a response , This is today’s complaint number 628618
The worst company to deal with, customer service is dreadful. I emailed 17 days ago about a faulty electric heater I had purchased, I heard nothing and then had to chase them again and they replied say they would get back to me in shortly. Still both after 27 days!!!!. This is the second time I have had to chase customer service, the first time they lost my delivery and I had to keep chasing for my refund even thought it was their fault and they never bothered to refund the costs I uncured for no delivery. I really think they're are totally untrustworthy as Im having to constantly chase them.
Ordered a kitchen in February 2025 from Leroy Merlin Cartagena.Initially confirmed 4 weeks to begin.2 weeks to complete.Supervisor will attend all the way to monitor progress.Well. Not 1 of those commitments was kept by Leroy Merlin.Communication...there is none!So...here we are in April. 4 weeks tomorrow since work began with no complete kitchen.No sink.No hobNo ovenIncomplete cupboardsNo topsI am reduced to "begging"But no communication.Now...I am told they -after all this time -don't have an oven or hob for me!!@You sell these Leroy Merlin. Go look in your warehouse for one to supply.The kitchen...what there us of it....was left filthy.I have spent a day cleaning sawdust and dirt out of new cupboards.Not what one wants or expects from a new kitchen.Leroy Merlin...stick to selling hardware.You are not capable of being a kitchen installation professional company.This has been the worst experience of my life.Living without axsink and a stove and oven and dishwasher, for months (as no completion date in site) is not funny.Be warned....this is a company to avoid for a kitchen installation. No
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