Review Time
Item marked delivered even though a totally different item was sent. Instead of a tub of paint I got 4 black extension cables. I immediately logged a ticket as required but have heard NOTHING since despite me calling 3 times.
The status on-line still says item was delivered which is annoying. Awful after sales / complaints service.
Update 26/02. Having been told I could take the incorrectly supplied items into the store I went yesterday only to be told they couldn’t help and I needed to wait a phone call !! I called LM again later that afternoon (4th time) and the agent again only says it’s being dealt with and I need to wait. It’s really abysmal service. Moneys taken - item marked delivered (albeit just a few extension cables were in box) and no one gives a hoot.
26/02 - since the ticket was raised on the 18th Feb. for non delivery I’ve tried multiple times to get a response and I’m always told ‘it’s being dealt with’ - even after attending Leroy Merlin store they couldn’t sort a simple refund or credit note for €55 OR re pick the paint tub I’d ordered and send back out - taking the cables they had sent back. Now I’ve finally had communication and guess what….it just says we’re too busy to assist !
“ Due to a high volume of requests, we have been unable to respond to your enquiries more quickly, for which we apologise. We have forwarded your report to the responsible department so that it can be dealt with appropriately.
We hope to resolve the issue quickly and apologise for any inconvenience caused.”
Update 27/02 It gets worse. Still nothing from Leroy (apparently it was their store in Aveiro that picked cables instead of paint) but I got an email from CTT Express asking me to be in from 09:00 - 19:00 on Monday 2nd March so they can collect 4 items (the cables). No indication they are delivering the correct item I ordered - just want me to wait all day (even though I had taken the items to a LM store) so they can collect them. .I called LM customer service who said that once the mistaken items were collected they will then arrange another day for me to hang around and get the paint I originally ordered.
Have you ever heard anything in all your life ! Pathetic
Item marked delivered even though a totally different item was sent. Instead of a tub of paint I got 4 black extension cables. I immediately logged a ticket as required but have heard NOTHING since despite me calling 3 times.The status on-line still says item was delivered which is annoying. Awful after sales / complaints service.Update 26/02. Having been told I could take the incorrectly supplied items into the store I went yesterday only to be told they couldn’t help and I needed to wait a phone call !! I called LM again later that afternoon (4th time) and the agent again only says it’s being dealt with and I need to wait. It’s really abysmal service. Moneys taken - item marked delivered (albeit just a few extension cables were in box) and no one gives a hoot. 26/02 - since the ticket was raised on the 18th Feb. for non delivery I’ve tried multiple times to get a response and I’m always told ‘it’s being dealt with’ - even after attending Leroy Merlin store they couldn’t sort a simple refund or credit note for €55 OR re pick the paint tub I’d ordered and send back out - taking the cables they had sent back. Now I’ve finally had communication and guess what….it just says we’re too busy to assist !“ Due to a high volume of requests, we have been unable to respond to your enquiries more quickly, for which we apologise. We have forwarded your report to the responsible department so that it can be dealt with appropriately. We hope to resolve the issue quickly and apologise for any inconvenience caused.”Update 27/02 It gets worse. Still nothing from Leroy (apparently it was their store in Aveiro that picked cables instead of paint) but I got an email from CTT Express asking me to be in from 09:00 - 19:00 on Monday 2nd March so they can collect 4 items (the cables). No indication they are delivering the correct item I ordered - just want me to wait all day (even though I had taken the items to a LM store) so they can collect them. .I called LM customer service who said that once the mistaken items were collected they will then arrange another day for me to hang around and get the paint I originally ordered. Have you ever heard anything in all your life ! Pathetic
Item marked delivered even though a totally different item was sent. Instead of a tub of paint I got 4 black extension cables. I immediately logged a ticket as required but have heard NOTHING since despite me calling 3 times.The status on-line still says item was delivered which is annoying. Awful after sales / complaints service.Update 26/02. Having been told I could take the incorrectly supplied items into the store I went yesterday only to be told they couldn’t help and I needed to wait a phone call !! I called LM again later that afternoon (4th time) and the agent again only says it’s being dealt with and I need to wait. It’s really abysmal service. Moneys taken - item marked delivered (albeit just a few extension cables were in box) and no one gives a hoot. 26/02 - since the ticket was raised on the 18th Feb. for non delivery I’ve tried multiple times to get a response and I’m always told ‘it’s being dealt with’ - even after attending Leroy Merlin store they couldn’t sort a simple refund or credit note for €55 OR re pick the paint tub I’d ordered and send back out - taking the cables they had sent back. Now I’ve finally had communication and guess what….it just says we’re too busy to assist !“ Due to a high volume of requests, we have been unable to respond to your enquiries more quickly, for which we apologise. We have forwarded your report to the responsible department so that it can be dealt with appropriately. We hope to resolve the issue quickly and apologise for any inconvenience caused.”Update 27/02 It gets worse. Still nothing from Leroy (apparently it was their store in Aveiro that picked cables instead of paint) but I got an email from CTT Express asking me to be in from 09:00 - 19:00 on Monday 2nd March so they can collect 4 items (the cables). No indication they are delivering the correct item I ordered - just want me to wait all day (even though I had taken the items to a LM store) so they can collect them. .I called LM customer service who said that once the mistaken items were collected they will then arrange another day for me to hang around and get the paint I originally ordered. Have you ever heard anything in all your life ! Pathetic
I purchase a dexter drill in case. When I got home and opened the case . NO INSTRUCTIONS. I WENT TO THE STORE EXPLAIN THAT THE DRILL MUST HAVE BEEN RETURNED. THEY WHETE VERY UNHELP FUL OPEN ANOTHER DEXTER DRILL AND THERE WAS INSTRUCTIONS THERE. THEY REFUSED TO CHANGE THE DRILL. ( Only had it a few days! I have my receipt) They gave me the instructions out of another drill same product. I paid for a new drill with instructions. What I got was a drill without instructions.There assured me that the drills come straight from manufacturing. They don’t put returns back on the shelf.SO HOW WAS IT THAT THERE WAS NO INSTRUCTIONS IN MY CASE. SO INFUTURE WHEN BUYING IN PORTUGAL CHECK EVERYTHING BEFORE LEAVING THE STORE.I AM TAKING THIS MATTER UP WITH TRADING STANDARDS IN FUNCHAL
It pays to buy your interior products for kitchen or bathroom anywhere else! Not to mention the exhaustion from dealing with customar support - all kind words but no action. My handiman had to spend many hours of labor and buy replacement parts to make up for what was not working. They do not care.
I have been advised of my delivery on three occasions. On each date I stayed in all day to wait for my delivery but it failed to turn up. I have been charged a very high delivery fee for this order and the service has been appalling. Very very frustrated and disappointed.
I have spent thousands of euros with the Portimao store - new kitchen and bathroom.I have had issues with 2 items since May '25I have emailed so many timesBeen in the store twice for over an hour each time and been promised that someone will come out.Still not.Is there anyone to complain to or is it a matter of using the Complaints book?
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