“Faulty Product and Fumbling Service — A Frustrating Experience with Online Support

I purchased a gas heater online and, after assembling it, discovered that the gas control knob was faulty. We took the unit to the Leroy Merlin store on Hendrik Potgieter, only to be told that they couldn’t assist in-store and that we should contact the online department for a replacement. That was last Saturday. It took three days just to receive a reference number, and when I finally got through to online customer care, the representative was neither able to communicate effectively nor assist in a professional manner. I was left genuinely questioning how such individuals are hired for customer-facing roles. When you buy a product meant to provide warmth during the colder months, you don’t expect to be stuck in a service loop so long that the seasons change before you receive support. Disappointing service and poor attitude all around.