Disappointed with the service

I placed two orders with Leroy Merlin Centurion, both fully paid and scheduled for delivery on 8 September to align with my contractor’s project. I was told that although some items were out of stock when I ordered on 24 August, they could be in stock by the delivery date, which I accepted.

Unfortunately, the experience was extremely frustrating. The orders were mishandled in the system, causing duplicate entries and incorrect claims of “outstanding payments.” Despite me calling the call center multiple times, I never once received a call back as promised. Delivery, which was due on 8 September, only arrived on 10 September after 18:00 — three days late. By then, my contractor had already lost days of work waiting, which cost me both time and money.

I want to stress that the staff I dealt with did their best to help me when I escalated the issue, but the real problem lies with Leroy Merlin’s systems and processes. For a large retailer, this level of disorganization and poor communication is unacceptable. The only reason I am giving 1 star is because 0 is not possible.