Urgent Refund Complaint - Order 350460

Dear Leroy Merlin South Africa Customer Service,

I am writing to formally express my dissatisfaction regarding the handling of my refund linked to order number 350460, placed on the 19th of September for a sliding door valued at R8050.

After receiving a more competitive offer from another supplier, I canceled my order within the stipulated 7-day period and promptly requested a refund. On the 1st of October, I reached out to your customer service to track the status of my refund, only to be informed that it had not yet been processed. I was assured that it would be actioned soon.

On the 7th of October, I visited your Little Falls store, where I was assisted by Keitumetsi Mokgolobotho. She kindly followed up with your finance department regarding my refund. I was told that the refund would be processed that Monday, with a promise that I would receive the funds by the latest on Wednesday, 9th October 2024. However, as of today, I have yet to receive any refund.

This situation has been incredibly frustrating. It appears that your company is quick to accept payment but slow to return funds when required. According to your refund policy, section 11.6, refunds should be processed via the original payment method within 10 business days. Today marks the 10th day since my cancellation, and I have not seen any movement on my refund.

If this matter is not resolved by the end of today, I will be compelled to escalate the issue to the Ombudsman.

I appreciate your immediate attention to this matter and look forward to a swift resolution.