Leroy Merlin Sold Me an Unusable Product. Their Response? "Not Our Problem."

My recent experience with Leroy Merlin South Africa has been so spectacularly poor that staying quiet feels like doing other consumers a disservice.

I purchased the "Shayd - 4pc Idris Indoor/Outdoor Corner Sofa Set" online, supp**** through their partner Homestylez. The plan was simple: have the patio set ready before family arrived for the holidays. Instead, I got a crash course in everything that can go wrong with online retail.

Late, with zero transparency Delivery was scheduled for 18-20 December. It arrived on the 23rd, our guests arrived on the 20th, and only after I chased the order myself. Twice I requested working tracking links. Twice I received links that led nowhere. Whether the tracking was broken or the order simply wasn't moving, I'll never know. Either way, that's not my problem to solve.

Not incomplete. Unusable. When we finally tore off the packaging, excited to set everything up, the real disaster revealed itself:

* The back support panels, prominently featured in every single product photo, were missing entirely. In other words, there's nothing to support the back cushions. The seating is literally unusable.

* The cushions themselves are the wrong size. They're too large, flopping over the built-in side tables like an afterthought.

Let me be clear: this isn't a minor quality issue. This is a product that cannot be used for its intended purpose. A patio set you can't sit on.

"It's the supplier's fault" I called Leroy Merlin immediately and spoke with Joyce. Her response? The same deflection I'd already encountered: it's a third-party supplier, so essentially, not their problem.

I'm sorry, but that's nonsense.

I didn't buy this from Homestylez. I bought it from Leroy Merlin's website. Leroy Merlin vetted this supplier. Leroy Merlin listed the product. Leroy Merlin processed my payment. You don't get to collect the revenue and then wash your hands when the delivery is late and the product is defective. That's not how accountability works.

The bigger picture We have retailers like Takealot who have set the bar for online shopping in South Africa. Seamless tracking. Proactive communication. Hassle-free returns. These aren't premium features anymore; they're the basics. The absolute minimum. If you're a major retailer playing in this space, you either match that standard or you don't deserve the business.

Leroy Merlin, you fell embarrassingly short.

My advice If you're considering buying from Leroy Merlin online, especially anything fulfilled by a third party, proceed with extreme caution. When things go sideways, and they very well might, don't expect anyone to take ownership.

Leroy Merlin, I'm not asking for sympathy. I'm asking for the product I paid for, a genuine acknowledgment that this experience was unacceptable, and a resolution that doesn't involve me chasing you for weeks.

The ball is in your court. Though based on my experience so far, I won't be holding my breath.