1 reviews | Active since Feb 2023
Not supplying generator paid for. Order #***
On 30 November 2023 I bought a 9.5 KW10 KVA diesel generator online and paid R43 400 for the generator advertised, including delivery.and received confirmation that it should arrive on 7 December 2023. We wanted it before we leave for our holiday so that the ladies staying behind can use it during loadshedding or power issues. Later I received an email from Leroy Mervin that the order was not accepted by Designer concepts and that "the full amount of R37 391,30"(not the amount I paid) will be refunded within a few days. I informed Leroy Merlin that they accepted my money and that the generator was in stock when I paid and tht I expect a similar or better generator to be delivered by them. After I followed up on my demand, they asked Designer Concepts to call me (they did not bother to call themselves and explain that the generator was out of stock - not my problem... My money was on hold at the bank and went through to Leroy Merlin on 7 December - a week after I was informed that they cannot deliver the generator. It is just fair for a reputable business to make a plan and deliver a similar or better generator if it is "suddenly"out of stock.
Please accept my apology on behalf of our company. I am sorry to learn that your experience with our customer service was less than satisfactory. We value our customers and exceptional service is always our priority. Please note that the market place team will be in direct contact with you.
Please accept my apology on behalf of our company. I am sorry to learn that your experience with our customer service was less than satisfactory. We value our customers and exceptional service is always our priority. Please note that the market place team will be in direct contact with you.
In the first place I paid the money on 30 November. After my complaint on 8 Dec and their reply on 9 December that they will make "direct contact' with me - I received an email of apology on 13 December, informing me that my refund has been paid into my bank account on 9 December (9 days after I paid) and that would take 7-10 days to reflect in my account.
I used to work for a company that knows what exceptional service means. If our company could not deliver what has been paid for, we made a plan. It is not the customer's problem if the other party did not deliver and cannot be used as an excuse. Our company took responsibility and tried to deliver an acceptable alternative or a delay if the product is out of stock and would be in stock at a later date.
We would also give a courtesy call to apologise and explain what happened and that there will be a delay in delivery. Only when the customer asks for a refund, then we will refund a customer.
This is not my experience with Leroy Merlin SA.
I had to follow up on my email before I received an email in response. No-one from Leroy Merlin ever called me to discuss the problem. They just asked the supplying company to call me and explain that the generator is out of stock. Leroy Merlin just pulled up their shoulders - not their problem - and then they took more than a week to pay my money back
In the first place I paid the money on 30 November. After my complaint on 8 Dec and their reply on 9 December that they will make "direct contact' with me - I received an email of apology on 13 December, informing me that my refund has been paid into my bank account on 9 December (9 days after I paid) and that would take 7-10 days to reflect in my account.
I used to work for a company that knows what exceptional service means. If our company could not deliver what has been paid for, we made a plan. It is not the customer's problem if the other party did not deliver and cannot be used as an excuse. Our company took responsibility and tried to deliver an acceptable alternative or a delay if the product is out of stock and would be in stock at a later date.
We would also give a courtesy call to apologise and explain what happened and that there will be a delay in delivery. Only when the customer asks for a refund, then we will refund a customer.
This is not my experience with Leroy Merlin SA.
I had to follow up on my email before I received an email in response. No-one from Leroy Merlin ever called me to discuss the problem. They just asked the supplying company to call me and explain that the generator is out of stock. Leroy Merlin just pulled up their shoulders - not their problem - and then they took more than a week to pay my money back