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BG
Bronwyn G

1 reviews | Active since Oct 2017

04 Nov 2025, 12:02

Leroy Merlin once again let us down

My husband went to Leroy Merlin on Friday (31 October) to order 5 boxes of tiles. The sales consultant (who was very professional) confirmed he had stock of the tiles requested (***2 and ***6), and asked my husband if he would take the tiles with him when he left? Unfortunately my husband was late for a meeting and asked them to deliver on the 1st of November. The teller at Leroy said that the stock might not be delivered on Saturday (1 Nov), but definitely by Monday the 3rd of November, which was fine. Yesterday no tiles were delivered, and no feedback was received from Leroy Merlin as to why the tiles had not been delivered. My husband contacted them this morning, only to be routed to a call centre where he got a reference number and then received an email to say 'there is no stock of the tiles requested and paid for'. The service at Leroy Merlin is appalling, last year we had the same problem with them (just with more tiles). If you are looking for a reliable company to work with or order things, Leroy Merlin Edenvale is not the shop to go to. They do have lovely staff, but their processes fail them.

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Replies (4)
Leroy Merlin South Africa
Leroy Merlin South Africa's reply04 Nov 2025, 15:05
Official
Hi Smith

 Thank you for sharing your experience with us. We sincerely apologies for the inconvenience caused regarding the tile order. We understand how frustrating it must be to be assured of stock availability and delivery timelines, only to later be informed that the tiles are not available. This is certainly not the level of service we aim to provide. Will Follow up accordingly and update you 
BG
Bronwyn G's update04 Nov 2025, 15:17
Reviewer Update
Thank you for coming back to me, please could you investigate the part of - 'you had the tiles, in your warehouse', as my husband could of left with the tiles if he had time to wait at the collection point, if he had time.
If you did not have the tiles, why was he not contacted on Friday afternoon or Saturday to be informed?



Leroy Merlin South Africa
Leroy Merlin South Africa's reply04 Nov 2025, 16:41
Official
Hi Smith 

Please be advised , your order query has been attended and you will receive feedback internally.

Thank You 
BG
Bronwyn G's update06 Nov 2025, 06:57
Reviewer Update
We are now on day 4 waiting for the delivery of our 5 boxes of tiles, which appear to have gone missing from the Greenstone warehouse. This delay is having a serious impact—not only on our tilers and their schedules, but also on our own building project, which is now running significantly behind.What’s been especially disappointing is the lack of communication. My husband’s attempts to get answers have been ignored, and we’ve received no clear commitment or timeline for when the tiles will actually arrive. Vague estimates are not helpful—we need a definitive update.We’ve previously enjoyed shopping at your store, but this is the second time we’ve had a poor customer experience. Unfortunately, we’ve learned our lesson and will not be returning. We simply cannot afford to be let down again.We hope you take this feedback seriously and improve your service going forward.