Leroy Merlin Greenstone – Disappointing Online Collection Experience

I waited close to an hour to collect an online purchase that was specifically ordered for in-store collection. This completely defeats the purpose of purchasing online and having a separate collection section that is meant to speed up the process. Had I walked into the store, picked up the item, gone to a till point, and paid, the entire process would have taken about 10 minutes. Instead, after waiting for an excessive amount of time, I asked employees on three separate occasions why the delay was so long. Each time, I was given a poor excuse, and the general attitude suggested that this wait was perfectly normal and that I was simply being impatient. There was no sense of urgency, accountability, or customer care. If this is the standard for online collections, then the system is fundamentally broken. Experiences like this explain why many customers choose to shop elsewhere. Builders offers a far better and more efficient customer experience overall. Only once i called for the store manager who was not there so someone else was stepping in for them did i get assisted ( no wonder customer service is poor if the store manager is not in the store)