Clueless, with zero customer service values.

I am writing to express my dissatisfaction with the recent service I received from your Edenvale branch. On 15/02/2023, I purchased a door and also paid R600 for someone to come and install the door. I specifically asked the installer if the R600 fee included everything, including the locks, and was informed that it did.

I was told that someone would add me to a WhatsApp group shortly to confirm the installation time and date, but I received no communication until I had to call and write an email. After much delay, I was finally added to the group and the gentleman informed me that he would come on Monday. I informed him that my cleaning lady is only there until 15:00, and he assured me that he would arrive before then.

On Monday, my cleaning lady informed me at 14:30 that the installers had not arrived yet. I had to ask on the group and was informed that the installer had forgotten and also stated that he couldn't cut the door when there is loadshedding. I then had to make arrangements for someone to be at my house on Tuesday.

When the installers finally arrived on Tuesday, my parents were present, and they were informed that we needed to pay extra for the locks. I had specifically asked the installer before paying for the service if everything was included, and he had assured me that it was.

When I called Leroy Merlin to clarify the situation, I was informed that someone from Edenvale or the call center would call me back, but no one did. I was forced to pay the installer another R500 for putting in the lock.

Finally, when I arrived home last night, I discovered that there was a gap in the door when it was closed, indicating that it had not been cut straight.

I am extremely disappointed with the poor service that I received from your Edenvale branch. I would like someone from Leroy Merlin to call me as soon as possible to arrange for the faulty door to be collected and replaced with a new one. I would also like for someone who is capable of performing the installation correctly to come and complete the job.

I trust that you will take my complaint seriously and resolve this issue as soon as possible.