Disgraceful Customer Service

Dear Leroy Merlin Management Team, I am writing to formally escalate a complaint regarding the completely unacceptable service I have received in relation to two consecutive orders placed with Leroy Merlin. Across these two orders, I have spent close to an hour in total on the phone with customer service, attempting to resolve issues that should never have occurred. Despite this effort, the problems have not only persisted but have escalated. Following serious issues with my first order, the matter was escalated to a Supply Chain Team, Ms. Nosipho Masuku. Initially, she appeared helpful and arranged free shipping on 22 December for my most recent order (Order #***), confirming that delivery was scheduled for 29 December. She also explicitly promised to follow up on the order and keep me informed. Since that point, there has been no follow-up communication whatsoever. Ms. Masuku has not responded to my emails, has failed to return my calls, and I have received no updates from the team regarding the delivery. All of the managers receiving this email was copied in the mails with her. As of today, I still have not received my order. What makes this situation even more concerning is that this is the second time I have formally complained to Leroy Merlin, yet this repeated failure in service and communication appears to have little impact or urgency within the organisation. Being ignored after clear promises were made—particularly by someone in a managerial position—is unacceptable. Two consecutive failed orders, significant time wasted contacting customer service, lack of communication, and non-delivery reflect extremely poorly on Leroy Merlin’s customer service standards. I am requesting: • Immediate contact from a senior manager who can take full ownership of this issue • A clear and accurate update on the status of Order #*** • An explanation for the lack of communication and failure to deliver as promised • A concrete resolution to this ongoing matter I expect a prompt response and a meaningful resolution. This situation has gone on far longer than reasonable, and my patience has been exhausted. Regards, Christelle van der Merwe