Worst Customer service

I honestly do no know how this company still operates with such shocking product and service delivery.

I ordered a dark grey water tank online two weeks ago (since it wasn't available at my branch of choice). Patiently waiting till the 28th of September when it was due to be delivered. Since I had plumbers coming to install this water tank, I phoned Leroy Merlin's call center on the 27th to confirm that the tank will be delivered and apparently after talking to someone at the Little Falls branch, it was confirmed that all is on track for the next day delivery.

On the 28th of September, around mid day, I called again, enquiring where the water tank is, but apparently nobody could get hold of anyone at the Little Falls branch. I continued calling during the course of the day with no luck (while apparently it had been escalated). At 16:30 I called again and was told that the branch department manager would call me.

At this phonecall at 17:17, I was told that there was no stock of the water tank at their branch, but said he would call me first thing in the morning to find a resolution. Needless to say, that phonecall never came.

So again, I call the call center who puts me through to the Little Falls department head. I believe his name was Sanile and in his defence, he tried to help after I told him that he either fixes the problem, or he gives me back my money. Since they do not have the tank I requested, I eventually asked him to refund my money.

So, I am baffled by the following:

- Why give customers the option to order stock, wait two weeks (after which the online status reads "Ready for collection by delivery partner"), only for them to NOT DELIVER, NOR communicate any issue to the customer? Surely that makes your company very ***** and unreliable. Why would I ever even TRY and order something from you.

- Why is nobody keeping track of online orders and communicates if/when there is an issue?

- Why is it up to the customer to BEG the store to please give them service for a product that was already paid for?

I can honestly say that I will never again use Leroy Merlin and have literally taken my business to Builders where I will have my water tank by Monday.