Extremely Poor Service and Lack of Communication – Damaged Order and No Feedback

I am extremely disappointed with the service I’ve received from Leroy Merlin and their delivery partners.

I placed an online order for 2 doors, 2 toilet seats, and 2 bidets, scheduled for delivery on 28 September. The first frustration started right from checkout — Leroy Merlin was advertising 15% off promo codes for their birthday promotion, but apparently my order didn’t qualify because the items were already on special. Yet, I was able to use a 9% off code from an email they sent me. This is contradictory and misleading advertising.

Then the delivery issues began. My order went out for delivery on 1 October. I missed the driver’s call, immediately tried to return it (which went straight to voicemail), and contacted the courier company using the tracking details. They promised to get someone to call me back — which never happened.

I followed up via email, and a very helpful lady confirmed that it was indeed their team who had called, but assured me that my order would be delivered the next day. The next day (2 October) I got a call from the courier stating that my order was damaged and had to be sent back to the store for assessment. I was told Leroy Merlin would contact me regarding the next steps.

By 6 October, still having heard nothing, I emailed Leroy Merlin Customer Care. I was assisted by Tokiso Mosala, who informed me that the delivery company attempted delivery on 3 October but couldn’t reach me — which was completely false information. The courier confirmed that no attempt was made on that day, as the goods were already returned due to the damage.

It’s now 7 October, and I still haven’t received any communication from Leroy Merlin, no apology, no update, and no delivery. The only items I received were the bidets, which were marketplace items fulfilled by another seller — not by Leroy Merlin themselves.

This was my first experience ordering from Leroy Merlin, and it has been nothing short of a nightmare. The lack of transparency, accountability, and basic customer service is shocking for a brand of this size.

I’m honestly beyond frustrated and disappointed, and this will definitely be my last purchase from Leroy Merlin. I expect a prompt response and resolution to this matter.