Order ***-A - Box was damaged when shipped - AFTER SERVICE IS NON-EXISTENT

I called Leroy Merlin on 21 Nov 24 (Call ***) and again today and was transferred to the Market Place as my order was done on-line. The service received since trying to get someone to assist is NON-EXISTENT. The lady even said that she will see if the person can call me back? so why would she not be able to call me back? So when people complain, the service is non-existent. She even told me that I must pay for the collection?!?!? Really??? Also sent 2 emails and received NO replies.

No one is interested in assisting me. I was told yesterday and today that why I want to return / replace the product if the box is damaged.

Let me explain that, firstly, why is the the box damaged? surely something happened to the product / box that is why it is damaged. So, I have to be OK with that? Secondly I am receiving a product that could have been mishandled or dropped etc. while been shipped. I wouldn't know the reason.

It is quite simple, I paid for a product to me in good order and because the box is damaged, I cannot confirm that it is in good order. I want Leroy Merlin to collect the product and replace it with a box that isn't damaged. This is also a gift for someone and now it will look like a second hand product. Products that are boxed and damaged are usually sold as soiled products or discounted products, I paid the full price on-line.

I do not understand how products can be shipped without even being packaged or wrapped to ensure that it is not damaged during the shipment process.

I want LEROY MERLIN to replace the order with a undamaged box and I will not pay for it. It is NOT negotiable.

Thank you