Bad service at Leroy Merlin Stores, and unreliable online shopping system

Went to their Fourways branch to buy pvc ceiling, was given quote for items which when I went to pay for the next day found were not all available, so I took what was available. I then called two days letter To check if the items were now available, was told by customer services, after checking with stores, that the items were available.

However, on arrival there, and after waiting for almost 45 minutes, while the staff was checking stock on the floor and checking other branches, I was told the stock item (Matt white pvc ceiling) was not available. Other than a waste of my time, the delivery guy had also driven all the way to pick up the stock items I had been told was available.

Later that afternoon, the store assistant “smsed”to say the Greenstone branch actually had 17 items available.

I then decided to do an online purchase, and found that in fact the system indicated 47 items available, so I placed an order for 18 items at a cost of R1962, which I paid via credit card same time. According to their website, order placed online would be ready for collection in 2hrs, so I expected the order to be ready early the next day.

The next day, being the 20th of August, I called around 10.00 to confirm my order and to indicate I would Be sending a driver to pick up the items.

They indicated they would call to confirm but two hours later they had not, so I sent the driver anyway, based on the confirmation of order received and indication on their website that the order would be ready.

Nonetheless when the driver arrived, he has taken from pillar post, and about an hour later he was told the stock was not available and that their online system should not be re**** on for stock availability. This after payment for the items had been made.

I have lodged a complaint via email and telephonically and eventually on Saturday, the 21st, a manager called to apologize and undertook to refund me, and to give a voucher to make up for the many times the driver had to return empty handed, the inconvenience I suffered driving to, and waiting at, the Fourways branch, the time the workers had to wait for the material as I enquired and drove around to find the items at other stores (which I did in fact find at Cornice Warehouse, where I received very good service and cheaper items, and will obviously be returning there).

To date I have not received my money back, let alone the voucher. In the meantime I had to pay the driver twice for driving all the way to Fourways and Greenstone.

Trust this matter will be brought to the attention of stores management.