Leroy Merlin Portugal Reviews 

I made my first order against all warning. Next day delivery.. yay!!
Next day.. nothing. Status; in process. Contacted the customer service and it was still at the store? The person from customer care would keep me posted.
Next day, contacted customer service again as I didn't hear anything. Apparently it can take 72hfor the store to reply? Canceling would have the same effect.. I would have to wait for the store to verify the cancelation and order the refund. So 24h delivery? Wouldn't count on it!!
Edit:Order was canceled, I place new order at customer service instructions. Delivery next day! Wrong item came! Costumer service replied I must take it to the store 1,5 hours drive to return it! Then cut off chat when I said that was not an option. Phonenumber of LM was cut off every time I pressed 1 for English. Never ordering again!!!

In urgent need of salamandra and sanitas (new house), I contact Leroy merlin over their chat tool and specifically ask for the availaibility of the products BEFORE ordering them.

Order placed on same day (24/11/22) for a total of 1232 euros (salamandra, tubos, sanitas and entrega de 79.). Paid same day as order with multibanco.

Was then surprised to notice that the entrega was not a few days as announced but had to wait over 1 month. Chose 13/01 as delivery date.

Today, 09/01 (1.5 months later and 4 days before delivery date), I get a phone call telling me that my salamandra is not in stock and that delivery date has to be postponed.

I tell them that this is not an option as the canalisadors are working and need the sanitas. I ask for two different deliveries, but this option was refused.

So I ask them to cancel the salamandra to guarantee that I can receive the sanitas as planned on the 13/01. Got the information that this will be done and will be confirmed with the credit for the salamandra.

Tonight I check online account and to see that order has been CANCELLED!!!!! without prior notice, contrary to what was agreed on the phone, and leaving me with no sanitas 1 week before moving in the house.

This is an incredible lack of respect for the consumer, am still in shock.

Contacting them tonight and waiting to know if I am still 'allowed' to received my order, paid over 6 weeks ago.

I made an order end of November 2022 and all seemed to go well as the payment was taken and an email confirmation was received.
By the date 7th December the order should have been received but the accent shows that the order was canceled, contacted customer service and they said there was a payment issue but I have proof that the money was taken so not only have taken the money but trying to say that it was not.
After one week the issue was resolved but this has left me not wanting to order from them ever again as I do not trust that they will not try to steal my money.
An issue with delivery is bad but when it comes to money that is very bad and dangerous.

I have to say Leroy Merlin's online service is awful. They are incompetent and offer little regard for customer care. They mislead customer with the delivery dates, and with stock, they don't have. They overcharge customers for really bad service. Here are my last 3 experiences:
1. They sold me a product online, with the order confirmed (received the confirmation email), and then cancelled the order because they discovered they had no stock. I had to call them to find out why they cancelled because they did not provide a reason. The website showed it as available.
2. Another order online which was worth over 1000 Euros, and had a delivery charge of 90 euros! They use a company called AlbuMov (a delivery company that does not deliver, based in Albufeira). And after messing us around four times, and after multiple complaints, most of which were ignored, we finally got the delivery, over a week late. Awful customer service experience, multiple calls and a week late delivery - and I paid 90 Euros; what a joke!
3. My most recent order was made on the 18 of November and is due today the 9 of December. After all this time, I get a call on the day due to getting the materials and was told they don't have it!!! They waited all this time, nearly a month of waiting, to the last minute, to tell me that. When I asked when will you have it - she said she did not know. No attempt to resolve the matter. It's laughable.

Do yourself a favour, DON'T use Leroy Merlin - don't even bother walking it to their stores.

If possible to rate 0-stars I would.
The worst experience I‘ve ever made what customer service and reliability are concerned. They are considering customs as liars and don‘t take any responsibility when errors occur or wrong material is delivered. Instead of being helpful and look for solutions they start blaming their customers and do not answer requests. The only good thing is going to the store and carrying out the items needed. Forget about getting a decent service even when paid for upfront. I‘m really disappointed and annoyed about the behavior of staff in charge of customer interaction.

Totally unprofessional and unresponsive
They do not honor appointments and it takes ages for them to pay you back. Their systems is dated from the previous centuries. A lot to do to improve and offer a decent services to customers. To avoid!

Excellent experience with Water heater purchase and install. Purchased from Alfragide, from a very helpful store assistant in the shop. Also the assistant was helpful in the warehouse pickup desk downstairs - both spoke enough English to make up for my lack of Portuguese, so I could understand the process. Then installation was excellent - professional, punctual, friendly, spoke English. My apartment is difficult to access and walk-up 4 levels, and usually it causes lots of problems. But he just turned up on time, at the door, even though he had to park 500m away, and carry heavy tools etc. From Leroy Merlin, i received timely text messages with links to their website to confirm every step of the installation process. I could not recommend highly enough.

I ordered online an equipment (pre-payment 678€) in early August. Delivery was promised for beginning September. Now it is mid of September and the parcel has still not arrived.... Mails don't get answered and the chat is uncapable to resolve it
The guys at Leroy are providing the worst customer experience ever. I have issued an entry in the Livro de Reclamações nº ROR00000000044614316- lets see whether this gets them moved.
Their order management system is non existent.
and with this level of customer ignorance they actually deserve to go out of business.
It also shows a great lack of respect for customers to ignore the load of complaints at trust pilot. Other companies take this feedback serious to improve their service!

Bought on line 1100€ of goods on10/7/2022. They stated pay within 30 minutes and goods will be allocated for delivery on 27/07/2022 for a cost of 85€. I paid and on 20/07/2022 received an email saying some items not now available and they will replace with other items, however the other items were not a replacement or compatible with my order. I have received no response to 7 calls to customer service and now they have blocked my access. So my lawyer says wait until 27/07/2022 if goods do not arrive this is breach of contract and I have legal remedies. Never again will I deal with Leroy Merlin Portugal and I have made a formal complaint to Pierre-Alain Vielvoye,CEO Addeo France.

TERRIBLE CUSTOMER CARE
Rang call centre numerous times as I am owed a refund of 555 euros from the 1 Jul. Absolutely awful service or no service as the case seems to be. We will ring you back "no you won't". Shocking

Péssimo atendimento.

Fiz uma compra do serviço para fazer uma pequena remodelação em minha casa e paguei o valor total adiantado conforme fui orientado por eles.
A obra foi adiada uma primeira vez devido o atraso de material. Após o reagedamento da obra para 50 dias da data inicial, dois dias antes da obra iniciar, o técnico envia mensagem SMS avisando que não vai poder comparecer e pedi para reagendar mais uma vez.
A posição da empresa foi que infelizmente só poderia ser feito dessa forma, não conseguiram entregar pela segunda vez e o pior é que não houve o menor esforço para que arranjassem outro técnico.
Realmente uma vergonha, não recomendo essa marca para ninguém e nunca mais vou comprar os seus produtos e/ou serviços.
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Terrible service.

I made a purchase of the service to do a small remodeling in my house and I paid the total amount in advance as I was guided by them.
The work was postponed for the first time due to material delays. After rescheduling the work to 50 days from the initial date, two days before the work starts, the technician sends an SMS message warning that he will not be able to attend and I asked to reschedule one more time.
The company's position was that unfortunately it could only be done that way, they couldn't deliver it for the second time and the worst thing is that there was no effort to get another technician.
Really a shame, I don't recommend this brand to anyone and I will never buy their products and/or services again.

An online promotion was effective until Sunday June 26. I spent approximately 2 hours trying to purchase an awning in what appeared to be a problem with their website. Finally got through to the payment page and got a “try again notification” in which I attempted another 10 or more times. I placed the 1st call to the number listed, 215-918-500 at 13:35 and held for 8 minutes. 2nd call was placed at 18:42 and held for 7 minutes. 3rd call was placed at 18:49 and I decided to “press 1” for a return call that never happened on Sunday, Monday, Tuesday and Wednesday morning. I called on Wednesday at 11:24 and an employee picked up the phone. I told her of the incident and was told the promotion could no longer be applied as it finished Sunday. I told her that I never got a call back as per telephone prompt and she told me they don’t have that option on their system. She should be competent enough to know of that option!
ZERO customer service on several visits to this store here in Setúbal.
Having worked in the retail sector during my life, I understand the shortage of employees especially during these times of change, but this type of experience is what destroys retail outlets.

Terrible company. Their working methods and contracts are overpriced and almost a scam. Dont' trust them, avoid at all costs.

Wow, 96% of Leroy Merlin's reviews are poor or worse and only 3% are above average! I wonder why?

That is because they could care less about customers, they treat customers in the store like garbage, like I was today, and their online/email/phone customer service, if you can call it that - it's more like customer disservice, does not even bother returning calls or emails!

I bought two five meter electric awnings in early April, spending a great deal of money on the awnings and installation, another story,

I told them that they needed to be delivered to our 4th floor terrace before I purchased them and the delivery address clearly shows that we live on the 4th floor, but when I went to the store the day before delivery (having failed to receive a return call or email answered two days previous), I was told that they would be dumped in front of our apartment building. I complained. A very nice and professional employee by the name of Rita, made some phone calls and finally told me that they would be delivered the next day as scheduled and that they would send a lift truck with the awnings and place them on our terrace like they should have done in the first place. I was also told that I would receive an SMS the next morning telling me when to expect them.

The next day, I waited and waited and waited, having cancelled all of my appointments, including a vet appointment for our dog who has cancer, but there was no SMS, no phone call, no delivery. They wasted my entire day because of their incompetence and total lack of concern for customers.

So, I returned to the store today and asked for a manager, to find out why my awnings were not delivered as promised and why I was not contacted.

The supposed manager spoke decent English, but she was defensive and not hearing what I was saying, finally bringing in Maria Biato, a rude, condescending cretiwho told me 'we called you, but you did not answer' and 'the delivery truck could not fit on your street', both boldface lies!

I showed them my phone calls from the previous day and there were seven from me to Leroy Merlin, trying, unsuccessfully, to find out what was going on, and not a single call from them! 'Oh, we called you' Maria said, so they tried to call my phone in the store, but it didn't ring because there was no cell service inside the store, not a single bar. So Maria and the manger said' see, your phone doesn't work'. Apparently, they do not understand how cell phones work and insisted that they called me and I did not answer the day before, only because they could not reach a phone with no cellular service in their store. I tried to explain the concept to them, but finally gave up due to their utter incompetence and rude behavior.

They asked me when the delivery could be rescheduled, so I told them that we needed to contact the installer and coordinate the delivery and installation, but I was told numerous times 'we need to contact the installer and coordinate the delivery and installation', so I told them 'that is exactly what I just told you'. After several iterations of this, I gave up and said 'tell me what you are going to do'.

Maria and the manager then became even more condescending and rude, telling me in so many words that"Portuguese is our language and you are in Portugal, so you don't understand us'. Maria, in particular, was extremely rude, using very snide looks and intonation to insinuate that I was an idiot, so I told her that my IQ is 131, probably twice as high as yours, so p**s off!' I left the store.

Additionally, as mentioned previously, the installer quoted me Expat pricing, €100 per hour, far more than any Portuguese customer would ever pay, to install two awnings. He originally told me that installation would take 2-3 days after asking why his quote was so high, but, in the end, he assured me that the awnings could be installed in one day. When we remodeled our Olhão home, I paid three contractors less than his quoted one-day price for 10 days of labor! That is how Leroy Merlin and their contractors treat customers, expats at least!

The Main HQ in France needs to know how these people treat their customers as I can guarantee you that French or German customers would never allow being treated the way I was and as many other Leroy Merlin (Portugal) customers obviously have been treated based on the review In have seen here.

In my opinion, customer service is a foreign concept to Portuguese businesses and, based on my experience, professional business acumen is equally as bad. Companies who treat customers like Leroy Merlin does in Portugal would not last a month in the USA, their doors would shut because American customers expect to be treated with dignity and respect as well as outstanding customer service.

Get a clue Leroy Merlin, fire all of them, and train employees how a business as big as this must be run!

I am boycotting Leroy Merlin because there French owners are still trading in Russia.
The Ukraine President has highlighted this fact. If you wish to support the people of Ukraine l suggest you stop using Leroy Merlin and tell them this

I paid a deposit for a kitchen worktop four months ago. Eventually I managed to get someone to come over and measure up. I then ordered a worktop and paid in full for it. I have been trying since February to get it fitted. I was sent an email with a date for fitting which I confirmed. I traveled from England to be there but no one came. No one even answered the phone. I called for two days and the phone rang out. I went to Loulé and spoke to them. It turns out the supplier claimed not to have all the information required. I arranged a new date. Now I get an email from the supplier saying they still don’t have the correct information and I discover the direct dial phone number I was given for Loulé doesn’t work! I am at my wits end. It has cost me so much wasted money and I can’t contact them.

Not even worth 1 star. Worst experience ever. I bought an electric water boiler online for 137 eur, opted for the pick-up point, 48-72 hours. A sales rep rang three days later saying they could deliver to my home, but not until April 18 (purchase was validated April 11). It did not arrive, now April 21, and still no water boiler. No straight answer from customer service, problems with their delivery company I'm told, no new delivery date, no compensation offered. Worst company I have ever dealt with. Never buy online. In fact, I will never buy anything from them ever again.

Leroy Merlin is supporting russian soldiers to kill Ukrainian kids!

I ordered bathroom items for 2 bathrooms in my apartment for a complete makeover. The cost was 4000 eur. The items were delivered to the store for pick up in drubs and drabs the last item arriving 3 months after the initial order. One item was wrong so my builder had to buy the correct part. I tried to return the incorrect item by Lero Merlin Albuferia refused to refund as apparently the box was wrong! Pathetic customer service after paying out so much. They take your money and then aren’t interested

If I could give this company nil I would but sadly I can't. We bought a wood burner from Leroy Merlin and made the costly mistake of having workmen affiliated to them do the work. They managed to ruin our fire surround and despite making numerous calls to the leiria store we were merely ignored.
We have recently paid for someone to come and inspect the work done by Leroy Merlin appointed workmen and were shocked at the findings. We were told the installation was very badly done and would need to be put right.
We paid 250 euros for this original installation and today we have had the work rectified (Leroy Merlin words). Thus far they have had to remove the fire drill out some of the fireplace. It makes you wonder what happened first time round.
Most concerning is that they should have fitted two vents to prevent build up of dangerous gases but they didn't bother. Clearly this company do not care about the safety of the world done by their employees.
The funniest part is that Leroy Merlin think we should be grateful that we do not have to pay to put right the atrocious job done first time.
This company is a joke and their attitude towards their customers stinks. Until people take the matter further nothing will ever change as they just don't care.