Poor lack of service and transparency with my kitchen installation

I don’t usually post complaints publicly, but I have reached a point where I have no other option left. My experience with Leroy Merlin started off well, and I paid in full, cooperated throughout, and followed every instruction required of me in good faith; however, as the project progressed, the service and communication progressively deteriorated and multiple serious issues arose.

Firstly, there were repeated delivery delays throughout the project. These were not minor inconveniences — they required constant follow-ups from my side, repeated time spent chasing updates, and unnecessary stress managing issues that should have been handled by the supplier.

Secondly, I was later informed — not by Leroy Merlin, but through the tradesperson — that I had overpaid for my countertops. At no point was this proactively communicated to me. I had to investigate and follow up myself after being told by a third party. Leroy Merlin then acknowledged the overpayment, but despite this, I am still waiting for my refund. There has been no urgency, no clear communication, and no proper resolution regarding money that is rightfully owed back to me.

Thirdly, at the very final stage of the project, I am only now being told that I must pay additional costs for plumbing work related to the installation of my sink and tap. This was never clearly explained or disclosed upfront when the project began. Had I been informed from the start, I would have budgeted accordingly, but instead I am now being presented with unexpected costs when the project is already near completion.

The consistent issue throughout has been a lack of transparency, poor communication, and no accountability when errors or omissions occur. Important financial details — whether refunds owed to me or additional costs I am expected to pay — were not clearly communicated in a timely or professional manner.

I have done everything expected of me as a customer: I paid in full, remained cooperative, and followed up repeatedly in a professional manner to resolve issues directly. Despite this, I am still left chasing a refund, managing unexpected costs, and dealing with ongoing delays and communication gaps.

I don’t take lightly posting something like this publicly, but I have exhausted all internal channels and follow-ups. I am now left frustrated, disappointed, and out of options other than to raise this publicly in order to be heard and to hopefully prevent other customers from experiencing the same lack of transparency and service.