Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Leroy Merlin South Africa presents a sharply split experience. In-store visits draw consistent praise for knowledgeable, patient floor staff and competitive pricing, reflected in Customer Service and Professionalism (3.3). The online and fulfilment side tells a very different story, with Delivery, Fulfilment and Order Accuracy (1.1), Pricing, Billing and Refunds (1.0) and Communication and Responsiveness (0.9) dominated by phantom stock, unfulfilled paid orders and refunds that stretch on for months.
Top Strengths:
- •Customer Service & Professionalism: Customer Service and Professionalism (3.3) is carried almost entirely by the shop floor. Customers name individual assistants in paint, carpentry, tools and gardening who explain options patiently and walk them to products, making in-store visits genuinely pleasant.
Replied to 98% of negative reviews
Reply time on negative reviews: 17h 21m
TrustIndex
3.8
Ranking
#3
in Renovations & Interiors
Reply Time
16h 21m
NPS Score
-44
Recommended: Unlikely
Replied to 98% of negative reviews
Reply time on negative reviews: 17h 21m
Nov '25 - Oct '26
Frequently Asked Questions About Leroy Merlin South Africa
What do customers say about Leroy Merlin South Africa?
Based on recent customer reviews, Leroy Merlin South Africa presents a sharply split experience. In-store visits draw consistent praise for knowledgeable, patient floor staff and competitive pricing, reflected in Customer Service and Professionalism (3.3). The online and fulfilment side tells a very different story, with Delivery, Fulfilment and Order Accuracy (1.1), Pricing, Billing and Refunds (1.0) and Communication and Responsiveness (0.9) dominated by phantom stock, unfulfilled paid orders and refunds that stretch on for months.
What is Leroy Merlin South Africa's biggest strength?
Leroy Merlin South Africa's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professionalism. Customer Service and Professionalism (3.3) is carried almost entirely by the shop floor. Customers name individual assistants in paint, carpentry, tools and gardening who explain options patiently and walk them to products, making in-store visits genuinely pleasant.
What are the most common complaints about Leroy Merlin South Africa?
The most common complaint about Leroy Merlin South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Order Accuracy. Delivery, Fulfilment and Order Accuracy (1.1) is the single biggest failure point. Customers describe paid orders never arriving, website stock counts that stores cannot honour, orders split across five branches, and material dumped without proof of delivery.
How does Leroy Merlin South Africa compare to other Renovations & Interiors companies?
Leroy Merlin South Africa scores 1.6 out of 5 on Hellopeter's AI analysis of service quality in Renovations & Interiors, compared to the Renovations & Interiors industry average of 3. Their strongest theme is Customer Service (3.3); their weakest is Communication (0.9). The top AI-rated Renovations & Interiors business on Hellopeter is (). How is the AI Score calculated? →
Is Leroy Merlin South Africa trustworthy?
Leroy Merlin South Africa has a TrustIndex of 3.8 out of 10 on Hellopeter, based on 547 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 17 hours 21 min. Hellopeter has tracked Leroy Merlin South Africa across 3,687 total reviews. How is the TrustIndex calculated? →
Recent reviews (547)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Sliding door pine barn 1970mm.
Thank you Leroy Merlin for delivery my order in Northern Cape, kuruman, kagung village. Excellent delivery
1 reviews | Active since Oct 2026
Sliding door pine barn 1970mm.
Thank you Leroy Merlin for delivery my order in Northern Cape, kuruman, kagung village. Excellent delivery
1 reviews | Active since Jul 2019
Order Delay and Misleading Information
Dear Leroy Merlin Customer Care Team, I am writing to express my strong dissatisfaction with the service and poor communication regarding my recent order (Order #***) My experience with the handling of this delivery has been deeply frustrating due to contradictory and misleading updates from your team: 1. Initial Misinformation: I was initially told that my order had already been loaded onto the delivery vehicle. 2. Conflicting Status: Shortly after, I was informed that the delivery was actually waiting for an available truck. 3. Further Delay: Now, I am being told that the delivery will take an additional 3 days. This sequence of inaccurate statements reflects a complete lack of reliability and customer service standards. I scheduled my plans around the initial confirmation, and these constant changes and false updates have caused significant inconvenience.
1 reviews | Active since Jul 2019
Order Delay and Misleading Information
Dear Leroy Merlin Customer Care Team, I am writing to express my strong dissatisfaction with the service and poor communication regarding my recent order (Order #***) My experience with the handling of this delivery has been deeply frustrating due to contradictory and misleading updates from your team: 1. Initial Misinformation: I was initially told that my order had already been loaded onto the delivery vehicle. 2. Conflicting Status: Shortly after, I was informed that the delivery was actually waiting for an available truck. 3. Further Delay: Now, I am being told that the delivery will take an additional 3 days. This sequence of inaccurate statements reflects a complete lack of reliability and customer service standards. I scheduled my plans around the initial confirmation, and these constant changes and false updates have caused significant inconvenience.
1 reviews | Active since Feb 2012
Unacceptable customer service
It's been 3 days and I've wasted over an hour on the phone trying to get my online order fulfilled. Your phone system and automated assistant 'Paul' are completely broken. @Francis (IT Director) — taking 3 days to fix an IT system failure without providing a manual fallback for the business is unacceptable. Please have a human contact me and resolve this today.
1 reviews | Active since Feb 2012
Unacceptable customer service
It's been 3 days and I've wasted over an hour on the phone trying to get my online order fulfilled. Your phone system and automated assistant 'Paul' are completely broken. @Francis (IT Director) — taking 3 days to fix an IT system failure without providing a manual fallback for the business is unacceptable. Please have a human contact me and resolve this today.
1 reviews | Active since Oct 2026
Zero response on incorrect delivery for over 2 weeks – Order #*** / Ticket #***
I am turning to Hellopeter because Leroy Merlin's customer support has completely stopped communicating with us. An online order was delivered with multiple incorrect items, and we logged the discrepancy on 21 September 2026: Order No: *** Support Ticket: *** Despite agents initially acknowledging the ticket and claiming it was escalated to supply chain and the store, the matter has stalled completely. Over the past two weeks, we have sent six follow-up emails with zero response, and trying to reach customer support telephonically just leaves us stuck on hold indefinitely. We have paid for goods we did not receive and are currently sitting with incorrect products waiting to be collected. We need a supervisor or manager to review Ticket #*** immediately, arrange collection of the incorrect items, and dispatch the correct items we paid for.
1 reviews | Active since Oct 2026
Zero response on incorrect delivery for over 2 weeks – Order #*** / Ticket #***
I am turning to Hellopeter because Leroy Merlin's customer support has completely stopped communicating with us. An online order was delivered with multiple incorrect items, and we logged the discrepancy on 21 September 2026: Order No: *** Support Ticket: *** Despite agents initially acknowledging the ticket and claiming it was escalated to supply chain and the store, the matter has stalled completely. Over the past two weeks, we have sent six follow-up emails with zero response, and trying to reach customer support telephonically just leaves us stuck on hold indefinitely. We have paid for goods we did not receive and are currently sitting with incorrect products waiting to be collected. We need a supervisor or manager to review Ticket #*** immediately, arrange collection of the incorrect items, and dispatch the correct items we paid for.
1 reviews | Active since Mar 2026
The nightmare saga continues!
I can't believe I am having to fall back on Hello Peter again! After complaining on this site about the appalling service over several weeks from Leroy Merlin including my inability to get a refund on an item they cancelled, I promptly got an apology from them on 1st October. In it they advised that my very overdue refund was "currently pending" and that I would be sent proof of payment when the refund was made. Well, it's now 7th October and . . . nothing. I can't help wondering if this is a policy to wear customers down so they give up getting their refund.
1 reviews | Active since Mar 2026
The nightmare saga continues!
I can't believe I am having to fall back on Hello Peter again! After complaining on this site about the appalling service over several weeks from Leroy Merlin including my inability to get a refund on an item they cancelled, I promptly got an apology from them on 1st October. In it they advised that my very overdue refund was "currently pending" and that I would be sent proof of payment when the refund was made. Well, it's now 7th October and . . . nothing. I can't help wondering if this is a policy to wear customers down so they give up getting their refund.
1 reviews | Active since Aug 2022
Undelivered order
I placed an order on the 27th of September and I am still waiting for the order today. I have been calling this company from last week Thursday the 30th of September to find out about my order and I was told that the order will be delivered on the 2nd of October and today is the 7th of October and I have not received my order. Right now I was holding for 25 minutes for a manager whom I didn't even get a chance to speak to because I was holding for too long. I am happy with this company service at all. I am sure that I will not even get feedback from them.
1 reviews | Active since Aug 2022
Undelivered order
I placed an order on the 27th of September and I am still waiting for the order today. I have been calling this company from last week Thursday the 30th of September to find out about my order and I was told that the order will be delivered on the 2nd of October and today is the 7th of October and I have not received my order. Right now I was holding for 25 minutes for a manager whom I didn't even get a chance to speak to because I was holding for too long. I am happy with this company service at all. I am sure that I will not even get feedback from them.