Leroy Merlin SA

Why do the senior management of any company hide themselves from the public at large. I placed an order with the subject company on the 3 May 2024 and paid for the items at the time, received an email back that the good would be with me on the 10 May 2024. On the 10 of May there were no goods delivered so I emailed the company to find out what the story was. I received two emails from Musa stating that they were investigating the matter. Blow me down I now received another email from a non-reply address stating that the package was picked up today for delivery to me. Strange that there is no apologise for the delay. When trying to get through to the MD or his PA, based on the fact that I had a major complaint and wished to bring it to the top management, I was blocked by the switchboard operator by the name of Thembi who said it had to be processed via the correct channel and then escalated upwards. To the management of Leroy Merlin, it's a disgrace when your customers cannot get through to you to complain about the level of your company's customer service. What are you afraid of by accepting a call from a customer? if this is the level of customer service you offer then you have a problem. Experience has shown that 90% of the time the top management of most companies, complaints never reached the top because lower management usually don't allow such complaints to reach top management because they are hiding their own mistakes. To the top management of Leroy Merlin may I suggest you have an open-door policy rather than letting your switchboard operator screen your calls. That management policy for a service company likes yours went out the door years ago. It truly a poor show from your company, signed M G Christie