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Ryanne M

1 reviews | Active since Oct 2010

24 Aug 2026, 07:26

**Leroy Merlin – Online Order Delivery Address Incorrect and Still Not Resolved**

I placed an online order with Leroy Merlin on Wednesday, 19 August 2026, Order #***. This is certainly not my first online order with Leroy Merlin for delivery, so I am fami**** with the ordering process and how my delivery details are normally captured\.

On Friday, when I checked the order, I noticed that the delivery address reflected was not my home address. It appears to be an address associated with the **Greenstone store**, although it has been captured incorrectly on the order as *Johannesburg, Free State, 2090. This is definitely not an address I would have entered or selected as my delivery address\.

I immediately contacted Leroy Merlin using the number provided to have the delivery address corrected to my actual home address. However, despite making them aware of the issue, I can still see that the incorrect address has not been corrected on my order.

My concern is that this is a delivery order, and having the wrong address attached to the order could result in my goods being delivered to the wrong location or the delivery failing altogether.

I would appreciate an urgent explanation as to how an incorrect store address was attached to my order in the first place, and why, after I contacted Leroy Merlin to rectify it, the correction has still not been made.

I simply want my order delivered to the correct home address that I provided when placing the order. Please resolve this urgently and confirm in writing that the delivery address has been corrected before the order is dispatched.

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Replies (2)
Leroy Merlin South Africa
Leroy Merlin South Africa's reply25 Aug 2026, 10:02
Official
Hi Ryanne

Apologies for the experience you had with us thus far, Please note that the we do have the correct address for your order, and apologies for the confusion.
RM
Ryanne M's update28 Aug 2026, 16:36
Reviewer Update
Leroy Merlin South Africa, your response dated 25 August 2026 is unfortunately not only incorrect, but is now incredibly embarrassing in light of what has actually happened.

You stated:

“Please note that we do have the correct address for your order, and apologies for the confusion.”

There was no confusion.

I contacted Leroy Merlin a week before delivery, specifically by phone, and followed up with emails because I wanted to make absolutely certain that my order was delivered to my home address and NOT to the Greenstone store.

I did this precisely because I had already experienced a horrific first online-order experience and wanted to prevent the same thing from happening again.

And what happened?

Exactly what I specifically contacted you to prevent.

My order has now been confirmed as having been delivered to the Greenstone store.

So let’s be clear: you publicly told me that you had the correct address, while your own delivery process has now demonstrated that the correct delivery instructions were clearly not followed.

What makes this even worse is that I have now had to spend days chasing this, receiving contradictory updates, and trying to establish where my own order actually is — despite having done everything I could in advance to prevent this situation.

At this point, Leroy Merlin’s response on HelloPeter reads less like an apology and more like a statement that has been completely disproven by your own actions.

I didn’t misunderstand the delivery address. I didn’t create confusion. I didn’t fail to communicate. I contacted you specifically to make sure this DIDN’T happen.

And yet it happened anyway.

This is now my second online order with Leroy Merlin, and after the disastrous experience with my first order, I gave you another opportunity. Unfortunately, you have managed to reinforce exactly why I said I would never use Leroy Merlin online again.

Customers should not have to repeatedly call, email, follow up and practically manage the delivery themselves just to have an order delivered to the address they provided.

I would suggest that before Leroy Merlin responds to customers publicly claiming that the “correct address” is on an order, you first make sure that your own courier and fulfilment teams actually deliver it there.

Because right now, your own response on 25 August and the actual delivery outcome on 28 August simply do not match.

This has gone far beyond an inconvenience. It is a complete failure of the online ordering and delivery process.