Leroy Merlin - avoid like the plague if you need aftersales help

Being used to generally poor South African service, it has taken a lot to get me to the point of registering on Hellopeter to complain. But there honestly is no other recourse.

Some months ago we were looking for a shower tray that had a low rim, suitable for easy access for my 83 yr old mother-in-law. The only one we found that suited was at Leroy Merlin, so we ordered it. When ordering, the site recommended a matching shower trap so, naturally, we bought that as well. Both were delivered quickly, and we set them to one side while we completed other work on finishing her cottage. About 2 months ago we unpacked it all and started the measurements for placement. It was then that we noticed that the recommended trap was 7mm less in diameter than the hole in the shower tray. It was clearly the wrong trap for the tray. My wife then took on the task of informing Leroy Merlin and trying to get the right one.

If you want an exercise in futility, try calling Leroy Merlin to do so. If you work out that the only way to speak to someone is if you select option 2 and then option 4. Despite talking to a call centre person and sending an email, no-one rep**** back. This process was repeated a number of times after which my wife gave up in disgust.

About 4 weeks ago I tried again. And again. And again. Eventually someone promised to call back. And never did. 7 times over the space of three weeks. Eventually someone sent an email saying the courier was coming "to fetch it". When I called again for clarity, my questioning email having been unanswered, I was told the original call centre person was off sick, but the one I was talking to could see that this email has been sent to me. She could not tell me what was being fetched. I eventually asked to be put through (you can't find a direct number as all calls go through this useless call centre) to the originating store (Greenstone) to speak to the plumbing department manager. After some minutes I was put through but the manager couldn't/wouldn't take my call. Someone else took the call, had me repeat the entire saga, and promised to call back. Nothing.

This evening the courier arrived. We told him we had no idea what was supposed to be picked up, and sent him away.

I might add that, during all if these calls, we have only ever asked that the correct trap be sent. We were entirely happy to pay for it as we could always use the incorrect one elsewhere. That's all we've asked for and all we've needed. For almost 7 weeks.

If I could give a negative rating, I really would. Their products may be good, but I won't buy from them again or recommend anyone else going there simply because one could never count on follow-up service..

We live on a smallholding, in a little village, a long way from a big city, so it is a major undertaking and a loss of income-earning time, to do anything ad hoc. Which is why we plan our work. This single trap episode has cost weeks, as there is no generally available trap that fits this tray hole. But Leroy Merlin must have sold these and must have the correct traps.

There are no alternative channels or access to any responsible person, even trying to go through the parent company, Adeo, site.

A dismaying and depressing experience.