Disappointing Service from Leroy Merlin

I recently purchased tiles and tiling equipment from the Leroy Merlin website on 20/11/2024. After placing the order, I called the following day, 21/11/2024, at 07:50, and spoke a representative. During the call, I requested to change the delivery date to 27/11/2024, as the email I received indicated a delivery date of 25/11/2024. The representative assured me that the delivery date was set for 27/11/2024 and confirmed she would update it if necessary. On 22/11/2024, I received an email stating that some items from my order had been cancelled. Then, on 23/11/2024, at 09:45, I received a call from the courier asking if I was available for delivery. I explained that I had already arranged for the delivery to take place on 27/11/2024 and mentioned the email about the cancellation. Concerned, I called Leroy Merlin at 09:48 the same day to clarify the issue. After speaking with a representative, I was assured that no items were cancelled and that my order was intact. I reiterated that the delivery should occur only on 27/11/2024. When the order was finally delivered on 27/11/2024, I found that: 1. One box of tiles was completely broken. 2. Six boxes contained tiles that were different from the ones I ordered. After inspecting the delivery, it became apparent that Leroy Merlin had substituted tiles without consulting me. This aligns with the cancellation email I received earlier, which now seems to have been about this substitution. I immediately called and logged a query under Request ***. I provided all the requested details and photographs and received multiple follow-up calls where I was assured that the correct tiles would be delivered. On 03/12/2024, I received an SMS stating that my order had been collected by a courier company. While a courier did arrive on 04/12/2024 to collect the incorrect tiles, I asked the driver about the delivery of the correct tiles, and he was unable to provide any information. At midday on 05/12/2024, and I still have not received my order.

This situation has caused significant delays in my project, as my builders was unable to work for the past three days and are still expecting compensation for their time. Leroy Merlin's mishandling of my order has created a cascade of issues that remain unresolved, as I did log a complaint on 05/12/2024 via their email address mentioned on their website (***) and to date, I have not received any feedback