Leroy Merlin
reviews and complaints

Hi,
I've paid €2443.92 to Leroy Merlín for exterior furniture. The deliver is paid. They send me an sms to collect furniture which I cannot answer back to. I have rang [protected] and I'm but through to Madrid where they just note it or put an incidence note I spoke to Ruben, then to Yolanda then to Ruth.
I cannot speak to the shop directly because there is no direct number to tell them they should be sending me the products. It's very frustrating because I ordered this so when I got back from my holiday with guests I would have my furniture at home. I cannot go to the shop because I'm in London. Please help me to rectify this.
Order no 515953
Monica Peralta

On 20/09/2019, I purchased a fitted kitchen from the merlin's store in Huelva, which include a Beko combo fridge, mod RCNA366E40XB A+++, It took over a month before the fitters fitted the kitchen and on the day, they discovered that the area for the freezer was too small when they tried to push the freezer into a too small space, it was pulled back out and a piece of the kitchen top near the sink cut off to force the freezer into its place. The plug to the freezer was in assessable because it was stuck against a wall and the freezer.
I have had never moved the freezer or had any reason to until early March 2021 when we had a power cut for over 12 hours. And needed to get to the plug for the freezer, I then discovered that the freezer had been damaged when the fitters had been forced it into the too small space up against the kitchen top which had been poorly cut and a broken plug socket in which the freezer was powered . As a result, there is severe rusting to the area where the paint has been scratched off the metal. This can clearly be seen on the provided pictures.
I made my findings known to the kitchen sales managers and was told by one" The guarantees is out of date, . I need to contact Beko to have them check the freezer. Beko's warrantee is still valid but it does not cover rust damage. 08/05/2021, I returned to Merlin's store and was told by the kitchen section manage " You have no proof how it happened ". But was directed to an over manage who viewed the provided pictures and stated that he would send someone to inspect the freezer.
10/05/2021. Members of staff visited and inspected the kitchen and freezer fittings, he stated that the freezer was fitted in a too small space and the kitchen top needed to be replaced and the space made bigger for the freezer, also that he would contact Beko to find out how much it would cost to replace the damage side panel.
Heard nothing for two weeks so after making contact he replied, The kitchen section tells him that the damage to the refrigerator is not due to a bad installation or a product defect and the warranty does not cover it, Beko can be contacted on their website or customer service.
Few days later, letter received from merlin's stating that the scratches were caused by the horizontal movement of the appliance repeatedly.
See attachments

We ordered a fitted kitchen from Leroy Merlin in Loule costing almost E12, 000 just before Christmas. They have continually changed delivery times, failed to arrive at appointed delivery times etc. etc. Today we were supposed to have the delivery in the morning however at 15.30 PM it still hadn't arrived. They phoned us about 4PM and said it would be there at 4.30 PM. The delivery wagon arrived at 5.15PM and the two individuals with the vehicle made it clear that they wanted to off load the kitchen outside our front gates 100 yards from the house on an unadopted, unsecure, unlit road! I asked them to drive up to the turning circle at the top of the drive by the house which neccesitates coming in forwards and then driving around the circle to exit the property still driving forwards - very easy and exactly the same way two other deliveries have been made with the same sized trucks from the same company! Furthermore our drive is actually WIDER than the road the truck had just driven up to get to the gates. The driver would not listen and began to back up the drive instead and his colleague then started to rip branches off a tree which we have lately had to have a tree surgeon out to because 3 years of neglect prior to us buying the house meant it needed attention. I remonstrated with him at which point he became aggresive and started shouting at me, so I ordered them off the property. He then came back in the drive and started taking photographs so I ordered him out. At this point he gave me a lot of verbal abuse including obvious rascist comments in Portuguese which he clearly thought I would not understand. I do not see why I should accept this sort of behaviour and this appalling service when I have paid so much money for a kitchen. We contacted Leroy Merlin immediately but they can't even be bothered to get a manager to speak to us!

Good day I spend 180k on kitchen and appliances...the stove fan is rusting.
I cannot get through on the telephone lines
Please can you contact me urgently
[protected] Lorna
The cupboards are slipping on the wall. The white lifted off the island
I spent a lot of money and am very disappointed in my purchases

I tried to purchase Odyessea café set ref [protected] this morning. I'm 73, my husband is 79 and disabled.
We identified the item.. Eventually found a member of staff who was free.. this did take some time.
She said we had to join your membership Scheme to purchase.. When I gave my address she said the delivery couldn't be delivered to apr on 2nd floor.. The delivery personel would only deliver to the development gated entrance..
I explained I couldn't manage to carry the said items to the apartment.. The reason for gate delivery was "Covid".. We have deliveries from DHL, Amazon and others to the door of the apartment. I also required the item to be assembled. This was beyond her power of thinking.
I asked for the manager. Two ladies appeared.. Boss plus translator. They were very helpful.. They suggested the item would be delivered by the maintenance team and assembled for us at a cost of 30euros.
We thanked them and agreed to the price.. and waited seated to be attended to.. After 30 mins two girls arrived.. One English speaking girl began telling us the above couldn't be achieve. She then said OK it could but it would be 120euros for delivery and assembly.. I asked for the manager.. A man this time.. Plus one hour has now elapsed.. There seemed no way forward.. We decided to leave and I doubt we will ever use your stores in the future.. Your staff need training in customer service.. Putting a uniform on untrained staff does not work. Pity as we both thought the garden set was the best quality for the price we had seen

Bonjour

Je vous écris pour vous demander votre aide, nous avons acheté 450 briques à votre dépôt de Perpignan le 15 septembre 2020.

Facture n ° 138128 CM n °: [protected], client n °: [protected], malheureusement en raison de notre constructeur ayant convaincu qu'il n'a pas pu commencer à construire la cheminée avec les briques avant le lundi 22 février dernier.

Après avoir construit 10 cours, il a commencé à remarquer que certaines briques n'avaient pas été correctement cuites et étaient très cassantes, au total 220 étaient défectueuses, pourriez-vous vous arranger pour les faire ramasser et les remplacer car nous avons payé beaucoup d'argent 249 euros pour avoir les briques et le sable livrés. Le constructeur est convaincu qu'ils n'ont pas été tirés correctement. Nous espérons que vous corrigerez rapidement cette erreur.

Bien cordialment
Philip
[protected]

Ordered 1 kitchen unit & one kitchen work top
After waiting one month for delivery the unit tuned up broken in a ripped up box one side of the unit smashed & then the next day the kitchen topped turned up with knife marks all over it 😡
The delivery guys wouldn't even wait for me to sign for it and quickly rushed off
When phoning the store they just keep saying someone will call me back but never do
This company has no customer service and no idea what to even do when calling them about a broken
Item being delivered!

On the 21 February 2021 I looked at your website, and was looking for wood and there was an ad for wood which i was looking for, item number [protected], plank pine crating grade 25x76x3000mm, I needed 30. Went to the Stoneridge branch and there were none in stock. My question is, why advertise if you have none in stock. I wasted my time going there and all I was told, "sorry we don't have in stock" if you advertise on the website you need to have stock or make a plan to get from other branches or suppliers, i will be waiting for your feedback, call Mr C Fourie [protected]

Ordered and paid for kitchen in October 2020.
Only part installed with lots of items missing.
No adequate response to my complaints.
No sure what to do now?

We ordered and paid for 3 x Internal doors on the 30/12/2020, we are still waiting for delivery. We have been told they have tried to contact but they had the wrong number. we have supplied the correct number however we are still waiting for the delivery.
We have been to the store to check Leroy Merlin has the correct contact details which they confirmed, however the store told us they cannot help we had to call a central number. When calling the central number yo cannot connect to anyone. Eventually we contacted Leroy Merlin through their online chat without any resolution.
Invoice number [protected]

Hello there,

I bought an wood stove from leroy merlin in athens on the 31.10.2020 it was delivered to my appartment after 3 weeks with the half of the pieces I have ordered and paid, 4 months later I got the rest of it!

I also booked and paid the services to build it in, the fun part starts now, due to the fact that leroy merlin in greece has only one person/technician that can connect all the pieces of it together I am still waiting 4 month later for the wood stove to be connected and start using it.

All of the items and the services are prepaid!

Now, I would think a big company like leroy merlin would have an excellent service and of course more technicians in order to get us paying clients satisfied and the work done in reasonable times!

One technician to do the work for a company that sees thousands daily!

I am very disappointed and furious for the poor service!

Thank you for listening to me.

Greets

Ordered and paid for some tiles for delivery, was given a delivery date but they never arrived after waiting in all day .
After making phone calls and emails they were delivered long after original date .
Thought maybe it was a one off so tried home delivery service again as we live nearly two hours from store.
Again was given a delivery date and time for delivery, waited in all day with no contact from store .
Phoned store who said we had cancelled the delivery time ?
Hopefully going to receive goods within this week sometime.
Leroy Merlin is a great store and we will continue to shop there but certainly think twice about using there home delivery service.

Would like to find out what is being done on case [protected] filed in Jerez. It has been almost a month and still no solutions. Lots of run around but still nothing. I have made four trips from El Puerto de Santa Maria to Jerez just checking up. Each time been told the same thing. We will get with you sometime this week. I am beginning to believe that this is just words. If you need background information let me know, but think I covered it in complete detail in the original complaint that is on file.
Thank you for your assistance

Can be reached at [protected] or [protected]@hotmail.com

A simple job of changing the bath to a shower and they destroyed my wall. And it is not covered in the policy to full repair it. Also, the silicone they used around the tiles is transparent and there is mould growing underneath it that cant be cleaned unless I remove the silicone.

Regarding the wall the [censored]ty fix job they did has to be fixed, replastered and the entire corridor has to be repainted. Terrible work.

They also changed the toilet. The cistern leaks! One of the bolt covers is broken. What a disaster.

Just after they left the white bold cover fell off - it had been broken put they put it on anyway and now it looks terrible.

I have tried to contact them again about this and the website says they are getting too many complaints and to use a different method (other than the formulario) to contact them. Ridiculous.

Avoid Leroy Merlin like the plague. There are other, better options. And they dont reply requests for information.

I purchased a Smash bush cutter from the Cocentina store on the 16/09/2020.. The product has never been used. On the /09//2010 I tried to use it for the first time. When I start the machine up the engine seized. The store refused to refund my money breaking EU fit for purpose laws.

The staff tried to get me to take the item to a repair shop to fix it. This cannot be fixed the machine was badly made.

I am asking for my 129.00 Euros to be returned.

Order from leroy merlin south africa at your own peril! I placed an order online for a 3 step ladder from leroy merlin on the 14 june 2020 (order [protected]-38812). After a 4 week wait and numerous phone calls, I sent an e-mail to leroy merlin on the 10 july 2020 requesting follow up on my online order. I subsequently called and requested a cancellation of the order as staff were unable to locate my ladder. The staff indicated that a refund would be processed. 10 days later on the 20 july 2020, I sent an e-mail to follow up on the refund. I received an e-mail that no refund was done and a refund request was submitted. On the 3rd august I again e-mailed asking for an update on the refund. I received an e-mail response that the matter was escalated once again to the refunds department. On the 23rd august I again requested a follow up on the refund and a lady named koketso said she would personally attend to the refund. Numerous e-mails later and a full 12 weeks later, I have no refund as yet.

Hello
We purchased a pool of you a few months ago and after only to weeks is was leaking and the seams in the pool had come away. This is obviously a design fault. So we contacted you and you offered us a new pool on the 26th june.. We are still waiting, we sent you images as you required and we have heard nothing whatsoever from you. We are now going to contact our solicitor to get the money back on the pool. This is incredibly bad customer service. We have no pool and it is the middle of july. Please call us as a matter of urgency
The email below is what we have received from them and we sent a email back the next day and said we are happy with the replacement, we also sent photos of the pool but since then we have not received anything, I have sent countess emails and even been to the store but they refuse to deal with me in the store and say its an online issue.

Sedd (rco)
Wed, 24 jun, 16:32
To me

Translate message
Turn off for: spanish
Dear mrs. Pollock,

Please check the replacement item that we will be offering you for the damaged pool (with no extra charge, same price as you paid for the original one).

Ref. [protected]

https://www.leroymerlin.es/fp/82095507/piscina-desmontable-de-acero-rectangular-bestway-2-01x4-04x1-m

We will appreciate, as you told us on the phone, pictures of the damaged item and the description of the issue.

Awaiting on your news.

Kind regards,

Leroy merlin
Tienda online

On March 16th I bought a Manhattan dining set for my garden at the LM store in Murcia Spain .
Lockdown literally happened the next day and no delivery . I completely understand that . I left Spain to return to uk thinking they would call me when the store reopens as they was the plan . Nothing . They have however sent me an Sales offer email for the same set -9%. But where is mine ? I've tried to email . Via twitter . Using a contact no which does nothing . I can arrange delivery but I can't find anyone to talk to ! I don't have the receipt with me here in UK but I have proof of payment through which the order can be tracked . Please please can someone just talk to me . Lesley Rowley . Corvera Golf & Country Club.

Date occurred: 26/June/2020
client: [protected] - OGDEN
Incident: We wanted to purchase a Sensea Galaxy Bath [protected] and went on line to find LEROY MERLIN ONDARA had two in stock. We travelled to buy this, plus a bidet, toilet, etc. You will see from our history, we have spent a lot of money at your stores. When we arrived, we saw our exact bath on display, same measurements, same order number, advertised at €125. We told the assistant we wanted to buy one and she said there were none in stock! I said there were 2 in stock. She replied, oh, there is one on display and one is ordered for a client (at this time, she had not even looked on the computer to check!) I asked when the next stock would be delivered to the store, she then checked on the computer for me. She said the 2nd July. I noticed a discrepancy in price, which was showing €169 on the screen and she said there was a mistake! She then literally rushed off to the display bath unit and tore off the €125 sign and tore it up! We followed her and asked for the display model. She refused and walked away.

We do need this bath but my complaint is the underhand way we have been treated, and the fact we will have to pay €169 for the same product, advertised the previous day for €125 and the untruth we were told.
We would like this matter to be resolved and to purchase this bath on the 2nd July for €125, or if we are forced to purchase for €169, we should like a refund of the difference.

I look forward to receiving your answer promptly. Thankyou.
Patricia Ogden