⭐ 1-Star Review: Online Orders Are An Absolute Disaster

I honestly cannot believe the level of incompetence I’ve experienced with Leroy Merlin.

I ordered two cupboards online (Order LM-***) with a promised delivery date of 5 December. The date came and went — no delivery, no communication, nothing.

I spent hours trying to call, but the phone line may as well not exist because you sit on hold indefinitely. Out of desperation, I emailed the Orders & Quotations department asking where my order was. No reply.

By Sunday, I was so frustrated I personally drove to the Greenstone branch. The lady at collections was helpful and assured me the cupboards would definitely be delivered on Monday. She even radioed the back and confirmed that Greenstone was the dispatching branch. So I left feeling reassured.

Today… I finally receive a reply. And what do I get?

A casual, almost flippant message telling me that “oh, those cupboards were damaged in the flooding last week” and that they can no longer fulfil the order. The flooding happened on Wednesday — days before the delivery was due, and days before I went all the way to the store for answers. Nobody bothered to call. Nobody bothered to email. Nobody bothered to tell the staff on Sunday who confidently promised delivery on Monday.

And to make things worse, they haven’t even offered a refund for my order — just a shrug and a “sorry”.

This is a R4,000 order. Not exactly pocket change. And the level of service I’ve received is shockingly bad: • Zero communication • Zero accountability • Zero urgency • Zero solution offered

If this is how Leroy Merlin handles online sales, customer queries, and damaged stock, then it’s honestly unacceptable. I will think twice before ever ordering from them again — and I strongly suggest others do the same.