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1 reviews | Active since Feb 2017

14 Apr 2024, 13:04

3 week delay, product not working!

It is a pity that I need to use a platform like this to express my disappointment but Leroy Merlin have nothing like a customer care line.

Here is the story. About three weeks ago I ordered a light fixture for Leroy Merlin on their website, I asked to collect it in store. No Leroy Merlin boast that they can do this is two hours, they have little posters up and everything, needless to a week later I found my self emailing them for an update. They said the issue would be escalated. A week later I found myself writing them yet another email, a week later I got a system generated message to say my light fixture was ready.

I got to their store this morning waited a half an hour to be told it wasn’t there. I made angry face and knashing and would you believe it they found my package.

I have just got home, installed the light aaaannnndddd it doesn’t work. The light fixture was scratched during installation so no refund no return.

Their in store is great but there online is a mess.

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Replies (8)
Leroy Merlin South Africa
Leroy Merlin South Africa's reply14 Apr 2024, 15:13
Official

Good day Dylan 

 

Thank you for reaching out to us.

 

Please accept my apologies on behalf of the company, we are sorry to learn that your experience with our market place department was unpleasant, please note that this matter is being addressed with the store. We hope this experience has note deterred  you from patronizing Leroy merlin. 

Leroy Merlin South Africa
Leroy Merlin South Africa's reply16 Apr 2024, 15:55
Official

Good day

 

Hope you well, I'm contacting you to acknowledge that I will be assisting with your query from hereon as a case manager.
Please be advised that I have to follow up on your query so that I can provide with tangible feedback during the course of the day.

 

Thank you.

Leroy Merlin South Africa
Leroy Merlin South Africa's reply16 Apr 2024, 15:58
Official

Hi Dylan 

 

Please be advised that the department confirmed we dont have stock on any of our stores of the light as it has been discontinued. Please advise if we can collect and refund you?

Leroy Merlin South Africa
Leroy Merlin South Africa's reply17 Apr 2024, 10:20
Official

Hi Dylan

 

Hope you well

 

Please be advised that I will have to escalate to the department manager to assist then advise on a solution.

Leroy Merlin South Africa
Leroy Merlin South Africa's reply18 Apr 2024, 11:20
Official

Hi Dylan

 

Hope you well

 

Please be advised that the department manager advised she has 1 light mirror instore and she is trying to arrange someone to come remove the one that is not working and install a new one but she has to get a go ahead from the head of department. Please be advised that I will advise on feedback.

Leroy Merlin South Africa
Leroy Merlin South Africa's reply08 May 2024, 15:26
Official

Hi Dylan

 

Hope you well

 

Please kindly advise if you were assisted regarding your light?

Leroy Merlin South Africa
Leroy Merlin South Africa's reply15 May 2024, 14:51
Official

Hi Dylan

 

Hope you well

 

Apologies on the experience you had with us, Please be advised that the department manager advise the light is ready for collection at the store, you can ask for Nape Manwata to assist you. 

 

For any further assistance please don't hesitate to contact us again and please do rate my service once you receive an email regarding your service satisfaction.

 

Take care.

 

 

Leroy Merlin South Africa
Leroy Merlin South Africa's reply17 May 2024, 10:48
Official

Hi Dylan

 

Hope you well

 

Apologies for the experience you had with us, we will work on our customer service and experience to make our customers happy, I hope you will change your mind and shop with us again. 

 

Have a great day ahead

 

Take care.