Unsatisfactory Experience

Unacceptable Experience with Online Purchase and In-Store Collection

I used the online platform to purchase tiles and received an order confirmation along with a specified collection date. However, the collection date passed without any notification. Upon contacting the online division, I was informed that the stock was available for collection.

I traveled to the Leroy Merlin Boksburg branch, only to find that the stock was not ready. A few days later, after emailing to confirm availability, I was assured the stock was ready. Upon arrival, I discovered it was still unavailable.

It was only after a third visit and becoming assertive in-store that the stock was finally arranged. I have since requested reimbur*****t for the travel expenses incurred due to the poor communication and lack of customer service from their team.

I sent a complaint to Leroy Merlin, which I had to personally follow-up on daily , only to have the agent send an email stating “ complaint resolved” - nothing had been resolved

Although a voucher was offered as compensation, I have decided not to shop with this retailer again, either in-store or online. I want travel expenses reimbursed.