Leroy Merlin online order - poor communication, a disorganized system, and substantial delays

This is my first time writing a review, but I feel it is important to warn others to avoid making the same mistake I did. Purchasing from this company comes with significant risks. I placed an order that the company later canceled without providing a clear explanation. I was eventually told the cancellation was because the store allocated to my order did not have stock. However, this made no sense since their system is supposed to route orders to stores with available stock.

Due to their error, I was forced to re-order while waiting for a refund, meaning I had to pay double the amount upfront. During the re-ordering process, I contacted them several times to clarify how to select a store with stock, only to be told there is no such option — their IT system automatically allocates the order. This left me questioning why my original order wasn’t allocated correctly in the first place.

The delivery process has been an absolute nightmare. My item was initially promised for delivery on Monday, November 2, 2024. I received a call from the courier company from a private number, which I couldn’t return. Despite waiting at home all day, the item did not arrive. After informing the store’s head of department, Anesh, he emailed the courier company to ensure delivery the following day at 4:30 PM. The courier company, Natasha, called me on Tuesday morning committing to rectify their mistake and deliver between 16:30 and 18:30, but Instead, the courier arrived after 8:00 PM on Tuesday, 03 Dec 2024, leaving me unable to inspect the item properly as it was dark. They also expected me to sign a waybill confirming the item’s condition, which I refused. I requested delivery be rescheduled for Wednesday, November 4, 2024, at 4:30 PM, but as of 07:05 PM, there is still no sign of the delivery.

Even after repeated follow-ups with Anesh, the their courier principal contractor, Martin, and the courier company’s subcontractor, the delays continue. This experience has been extremely frustrating and time-consuming, involving numerous calls and significant effort on my part. If you decide to purchase from this company, be prepared for poor communication, a disorganized system, and substantial delays. I would strongly advise against using their online delivery service, especially if you need the item urgently.