Shocking Return Policy

I bought a barn pine door from Leroy Merlin, who have advertised on their website, as well as, on the bar code in-store, the door’s dimensions being w1067xh2134mm. I, therefore, felt I could place my trust in this consistent information and that there wouldn’t be a need to measure the door myself.

I paid for the door to be delivered and upon receiving the door before installing it we measured it against the space to find that the door was not w1067mm but rather w970mm.

As frustrating as the false adverti*****t what has infuriated me the most is today when I called the company to find out how to proceed with a refund as well as to organise for their team to come to collect and I was advised that their policy to send a driver back out would only be in the case if the door delivered to me was damaged or in an instance such as they delivered the wrong colour (i.e. if the company was at fault).

I explained to the caller that this policy should, therefore, cover my issue with the door as it’s the companies fault that they do not have the correct measurements online as well as in-store. However, she advised that although the company is at fault here their policy does not cover me for this type of scenario.

The lady I spoke with even confirmed with me that she is aware there are a lot of incorrect dimensions presented on the website and she would bring this up with upper management in her next team meeting.

What leaves me dumbfounded is that this is an inconvenience made on the companies part and even their call centre agents are aware of it, however, they are not willing to assist their customers by sending drivers out to collect returns. Instead, they expect me to source my own delivery company to bring back the item which was falsely advertised to me. #mindblown.

Purely based on this I have lost respect for this company. I will refuse to buy something from them again due to this and I hope that this can be a warning/helpful information to anyone else out there that can/could be impacted by this in the future.