Atrocious customer service

On returning goods to Leroy Merlin yesterday I had the most harrowing ordeal. What should have been a simple and straight forward exercise turned into a 2 hour nightmare.

I was returning 11 lengths of skirting board (having found far better quality skirtings for half the price elsewhere) for a refund. I was directed to park by the dispatch area so that my goods could be offloaded. I went to the refund counter and submitted my purchase slip and advised I was returning goods and wanted a refund. I was told to bring the goods in and I responded I could not bring in 11 lengths of skirting and requested assistance. I was then told “go and ask a security guard to help you” to which I rep**** that was an outrageous request as it is the duty of Leroy Merlin employees to assist me. It is most certainly not the job of the security guard. The staff at the returns desk were adamant they could not assist me.

I requested to speak with a manager. The manger duly arrived and with irritation I explained the situation to which she promptly rep**** “you can use a security guard”. I asked if it is his job to be carrying their goods and assisting their customers to which she rep**** “we do reimburse them”.

I flat out refused to go in search of a security guard, especially considering that I was parked 3 meters from their dispatch area, with all their employees very obviously available. With great reluctance the manager agreed to finally assist me in finding one of their employees to offload the skirtings.

I then proceeded to the refunds counter again by which time the queue had grown and I waited 35 - 40 mins before I was assisted. While in the queue I was speaking with another gentleman who concurred that he was also returning inferior quality products and had been waiting for 20 mins.

When I got to the front of the queue they had misplaced my purchase slip and the assistant had to find the the previous two people that had started my “refund ordeal”. This was all done with absolutely appalling attitudes from all involved.

I then requested that my credit card be refunded and was informed that it could not be done without a managers authorization. I then had to wait further for a different manager to authorize my refund

By this point I had a complete sense of humor failure, finally received confirmation of refund and left the the store. That is 2 and half hours of my life I will never get back.

I will never set foot in Leroy Merlin again.