Click and Collect and Online orders are a joke. Just shop in store.

Leroy Merlin's outbound supply chain is incredibly poor and needs extensive work. Two areas where Leroy Merlin is miles behind competition are Click and Collect and Online Orders.

Click and Collect is by far one of the least pleasant customer experiences you can get these days. Imagine spending 57 minutes of your Saturday waiting for an order you placed ahead of time, and you've paid for. It would honestly be faster to shop instore than Click and Collect. What makes this even more frustrating is the lack of communication. Managing customer expectations is as important as the actual processes used to satisfy customers. Having to follow up with Leroy Merlin staff instead of being given updates on your hour long order would help, somewhat.

Online orders that are fulfilled via 3PLs are a total mess. Tracking these orders is impossible, you never know what's happening. The lead times are shocking, the communication is dismal. Probably one of the poorest experiences you can get in ecommerce at the moment.

All-in-all it looks like Leroy Merlin has decent processes with phyiscal pick slips and online tracking. But what really happens behind the scenes shows massive flaws in their processes. That, and a real lack of customer centric focus makes this one of the worst experiences you'll get.