Leroy Merlin Portugal Reviews 

Where do I start about this unorganised company Leroy Merlin in the algarve!! If I could give minus stars I would give -10!!
I purchased 6 x sunbed mattresses on the 8th of august 2024 in store in albufeira at a cost of just shy of €500! Delivery was scheduled for the 12th of august, 1 mattress out of 6 was delivered on the 12th, I was told by the driver the rest would arrive the next day being the 13th of august, well, as of today which is the 16th of august I have still 1 x mattress!! I have been on the phone constantly and in the store twice, I have been told I can’t speak to anyone it has to go through the process, and a member of the team will contact me via email or call, I still have not been contacted and told where the rest of my purchased mattresses are! It is a shambles to say the least, the last phone call I had with them, which by the way is only a central phone number the just talks crap to you, hung up on me because I refused to accept the email request process they do to a different department to call you or email you, what a service!! I Never experienced such bad man management skills like it, other than contacting a lawyer I am not sure what to do now as going back to the uk on Sunday which is two days time.

Extremely bad services Leroy Merlin algarve, it’s a -10 from me and a possible court case, shocking!!

have had the worst experience with Leroy Merlin in Setubal! We have been long time customers and bought several hundred euros of material from them but the last experience has frankly left me very very upset and disappointed by the company here in Setubal, Portugal. It is impossible to find a tel or email contact for the CEO here.
But let me tell you what I am dealing with. About 2 months ago I placed an order for sliding shower doors. I kept checking with the store re the delivery date. Finally after 4 weeks they said they had no idea when I would get it so asked me to cancel the order and order a new one. At that time I also ordered a new sink and cabinet. I was told all my items would be delivered on Aug10 ,2024. I went to the store to confirm this on Aug 9th and they assured me I would get my entire order (9 items) on the 10th!
On Aug 10th , although the delivery receipt showed they had to deliver 9 items, I got only 7. When I pointed this out to the delivery agent appointed by Leroy (sink and cabinet were missing!) they called the store to report it and I was told they would contact me. Ofcouse they did not! So I dropped everything and went to the store on the 10th. There I don’t almost 2 hours and met a Manager by the name of Yuri. He called me back later on Saturday afternoon and confirmed that my missing pieces would be delivered on Monday 13th Aug. I kept calling customer service and spoke to various employees on Monday including Rui Sampaeo and everyone assured me that someone from Leroy would call me. Ofcouse no one did. My contractor was supposed to start work today and this did not happen. As you know it’s extremely difficult to get hold of plumbers in Setubal. So once again, I dropped everything and rushed to Leroy again this morning at 11am. Once again when I called customer service at 9.46 am and spoke with Bernard but they were of no help because as usual I was told they will escalate the matter and someone from the store will call but no one did. So I went back to the store once again at 11 am today. There I met Ana and Marco who said they would look into it and call me back! The also refused to give me the same model that was on display. I called back today at 1.34 pm and talked to Marco, he said they are still trying to find my missing sink and cabinet. On Saturday Yuri told me it was going to be delivered on Monday and now I am back to square one! As usual Mar o never called me back to provide any updates. So I called back twice at 2.24 pm and 2. 27 pm. They did not answer. So then I called Carlota at the store and she said they probably did not call as they have no news! Such a big company like Leroy and no one can trace my missing order? And except for Yuri and Carlota never even bothered to update me. They will not give me the store model either and now I don’t have a plumber to install it either thanks to the delay and mess that Leroy created. It is now almost 3pm on Monday 13th August I have no news. Unfortunately after looking around Ketiy was the only company that had a sink and cabinet that fits exactly in my bathroom or else I would have asked for a refund. I told Marco for all the time and stress this has caused me they should at least install it for me at no cost as I have no plumber now. This is by far the worst experience of my life and Leroy is incompetent and that has cost me money. Obviously this company is badly run as the left hand does not know what the right hand is doing! They have no idea where my missing items went! Obviously somebody dropped the ball and no one knows in the entire company where it is! I am so disappointed and disgusted with thru horrible customer service! Update. Marco called me at 4.30 pm to say they were unable to locate my missing items and that he would get a replacement and install at no cost so I agreed. Believe it or not one hour later they were delivered unbeknownst to Marco. So I called the store to inform them that somehow they were majically delivered at 5.30 pm today so Marco should not worry about finding a replacement. Now let’s see if they will stick to their word and install it free of cost. When they will install is another question! They gave not yet given me a date!

Can I give minus 5 stars? Worst online shop I ever bought anything!

They better stop with online shop! Nothing is going like it should! The 5th time something ordered and paid, suddenly not availeble. Orders marketplace not delivered,"not our fault, solve it yourselve ".

They promised to deliver our purchase in 2-3 days, but that never happened. They're extremely difficult to contact.
In addition, last some months we ordered a machine from their marketplace, they took our money without sending the goods. When we complaint, they tell us to contact their partner instead of resolving the issue themselves. As a result, we lose both our money and time.

So basically I bought an AC system to be deliver on the 16th of July. Wasn't deliver on time and in the same day I called Leroy customer support that told me that they would open a ticket to check what was going on and they asked me to wait by the phone that someone would call me... next day waiting and nothing... day after waited all day and nothing again.. so sent an email to Leroy call 2 or 3 time a day.. no one call me back with some kinda of feedback... had to cancel the order and get it from the store by myself. Now, I'm still waiting for the refund... another fight... and no email, no call, nothing! they simply don't care

Le Roy Merlin Aveiro customer service is unresponsive to our request to refund us 3 cans of Tinta para piscinas AXTON 15L AZUL 74.99 €. We painted the pool 3 times in less than 2 years and a half, exactly to the manufacturer instructions Warranty is 8 years paint lasts less than 6 month and bubbles/peals. Do not recommend Le Roy Merlin or their non existing customer service.

I am absolutely furious with Leroy Merlin Portugal and their utterly disgraceful service! From the moment I placed my order online, they have fumbled at every single point, proving to be completely incompetent at their jobs.

First, their online customer service is beyond terrible. They are literally incapable of assisting with anything. Every attempt to resolve issues is met with a wall of incompetence, making it clear that they have no idea what they are doing. It's a joke how this online store operates, and it's evident that they couldn't care less about their customers.

It's not just a one-off experience; a quick look online shows hundreds of similar complaints from other dissatisfied customers. This is a systemic issue that Leroy Merlin needs to address immediately. The current state of their service is so bad that it's shocking. They need a major overhaul because their current operations are absolutely abysmal.

I can only hope that the actual owners of Leroy Merlin take notice of the mounting dissatisfaction and do something about it. It's infuriating to think that a company can operate with such disregard for their customers.

If there was another store of this kind that offered even slightly better service, I would switch in a heartbeat. Leroy Merlin, you should be ashamed of how you treat your customers. I genuinely hope you either improve drastically or go out of business, as your current state is an embarrassment.

Rude manager in Matosinhos actually physical with me. Completely out of order

I would like to put a 0 but not possible. Worst customer service and after sales service of any shop anywhere I can think of. Cannot reach client service number. After multiple tries, the online form says it cannot be done now, please try later. I was delivered extremely late, and after all that hassle, then then delivered with a number of boxes of tiles broken. The driver just dumped the material and left. Nobody signed for the reception of the goods. I need the many boxes of broken tiles to be replaced with a new delivery but cannot get hold of anyone.Multiple emails are simply ignored. I live overseas, not in Portugal, and once again will have to fly there to go and talk to someone at the shop only to be told 'send an email with description and photos' so they can ignore me again. Customers are being abused daily. This shop needs to revamp its staff or close! Such incompetence and disdain for their clients cannot be tolerated.

It's a 0 but no facility for this .
Disgusted with this company.
Customer care and service , they have no idea what this means . Once they have the money from you it's all down hill. Spent nearly 4,000 k Euro . Broken Pergaler . The saga has gone on a month , still waiting for it to be collected of course they still have our money . Erection was by 3 useless workmen with no ladders . Today 3 weeks later they took it down , took 3 men also with no ladders , standing on tool boxes and walking on my garden walls which they were asked not to do . Of course they did not take it away so that's another visit . waiting in days on end at their convenience .
Getting all
my money back i fear will be another problem .
Will never use them again for anything ,

I cannot express enough how disappointed and frustrated I am with Leroy Merlin's service in Portugal. This is, without a doubt, the worst service I have ever experienced.

Firstly, not once was any delivery made on time. Every single order was either lost or delayed, causing immense inconvenience. The communication between the main store and the distribution is abysmal. It’s as if they operate in different dimensions, with no coordination whatsoever.

The customer service is completely pointless. They are unhelpful, indifferent, and incapable of resolving any issues. I’ve had to return big articles multiple times after failing the same delivery more than four times. It’s beyond ridiculous.

If you value your time, money, and sanity, avoid Leroy Merlin at all costs. This company epitomizes poor service and utter incompetence. Save yourself the headache and shop elsewhere.

Ordered a cement mixer whilst on offer.
Paid extra for home delivery rather than wait an extra week for store pickup.
After 2 weeks, still not delivered and just blasé responses from customer services. The item is in stock in every store now but they still can't deliver to me. Neither will they let me pick the item up in store.
This is not the first time I have had problems with them and their products. I will not be purchasing from them again.

I've had an extremely disappointing experience with online shopping. The customer support is beyond terrible—unresponsive and unhelpful, providing wrong information and false promises. This has been a frustrating ordeal.

ORDER N.°276280. No response, no assistance! It's 2024, CONTACT IS INSTANT!! PHONE, EMAIL, TEXT, INSTANT MESSENGER..... How long does it TAKE to make a few calls and solve a problem? Where is my call, LEROY MERLIN CUSTOMER SUPPORT? Can someone with AUTHORITY there contact me URGENTLY please!

I placed an order via the website, aprox 1300 euros. ALL products sold and shipped by Leroy Merlin.

It was sent in many deliveries (I was not notified in advance), fulfilled from various branches. Very inconvenient, when I expect one delivery, but I am required to make myself available for MANY deliveries on different days.

Also the order is influenced by a higher number of different staff, couriers & other eventualities, increased likelihood of problems!

One of the items, some ceramic strips, were sent loose, in a cardboard box. No other packaging to protect them from each other, or from external influences. Obviously they arrived broken. The box had big holes in on both sides, so my tiles were exposed. NEGLIGENT. Not a great way to respond to my trust, in spending my hard-earned money in exchange for important items I need.

VERY inconvenient! First, I can't USE the order, but I also have to report the damage, take photos, write a report, make calls.... all for a small, low value part of my order!.

AND after ALL OF THIS, this company want me to do still MORE! They do no not check your photos & your report, then apologise & refund you. They DO agree that it is their fault, but then say "you have to return it" - more inconvenience for me! They say they want me to liaise with a courier on the phone, then make myself available on a different day to furnish the courier with the broken items to return, eventually there can be a refund ....a LONG LIST of inconveniences for me, for a low value order of broken tiles. SIMPLY because someone at the company did not value my custom enough to package the items I have paid for with CARE!!

Also, how does this match their environmental profile (linked below their site, "sobre-a-leroy-merlin/sustentabilidade" - to send a courier to collect this kind of damaged item? Not good!!

The agent agreed it was unreasonable, & perhaps an alternative could be offered, but not by her, I would have to wait & let the branch respond. I explained it was urgent, I bought the items because I need them. Still no solution! Or response!

The final part of my order, aprox 800 euros value, I was left without it ....without any explanation at all!! I was told I should be available to receive it, but then it simply did not arrive that day. No explanation from the courier, or LEROY MERLIN about WHY it didn't arrive. No apology for my wasted time. Just a message that they would come the following day ..... but then they did not come THAT day either! Again, no message, no courtesy reply to my many calls to Leroy Merlin.... "We can't help" "We can't call the courier!" "We can't call the branch" (neither can I, there is no direct branch number!!). Meanwhile, I am waiting, calling them, very concerned, & nobody can tell me where my 800 euro order is!! One agent said it was with CTT which did not seem right (the items were large), another said Pascoal, & I called these places & they could not help without a tracking number, but none of the numbers supplied by Leroy Merlin were correct.
The order finally arrived to me, damaged. It looks like it was lying around in a warehouse for many years! Scratched, flawed, big chips missing on the edges & corners, filthy dirty, with snails on it. Not the brand new roofing I ordered! More photos, emails, calls, waiting! No call /reply from Leroy Merlin! Call me URGENTLY PLEASE!

Now I have requested copies of all calls / emails (GDPR) so I can escalate a formal complaint and demonstrate how I have been treated. One agent told me I was rude, when I asked him to please stop talking over me!! He said this is why his colleagues had already hung up on me! (!!!) So they are sharing stories between them, of upset customers! Is that conducive to good support for me? I think no! Is this why the agent was so unhelpful, because there is an unpleasant team culture sharing stories in response to disgruntled customers in need of support, who they feel inconvenienced by? These agents talk to you as though your complaint is a personal slight to them! One agent said to me "I can't continue to talk any more, I am working" - as if I'm not a loyal, long term customer of many years, who has spent thousands of euros over time, in need of support, but instead some disgruntled personal friend of his talking on his lunchbreak!!! It would be HILARIOUS if it wasn't entirely INAPPROPRIATE & EXTREMELY annoying for the cost in time & inconvenience! With REAMS OF TERRIBLE REVIEWS online this team should be EXPERTS at handling disgruntled customers! I'm surprised they're not!

If i can put 0 i would like to do it
Please don’t take or order any extra services from them.
i get a confirmation for water heater to be installed on 10.06 and it was my day off i passed all the day in my home waiting for them but in the end they doesn’t appear and i insist to do it before 12.06 because i will travel,
then on 11.06 they just send me an email just telling me that the installation will be on 12.06 without any excuses or asking for my confirmation for the date or even my availability.
I’m disappointed from there service really and they doesn’t respect there clients
I Don’t recommend any services from them ⚠️⛔️‼️🚨

I had ordered 3 doors to be delivered, but after 3 times I had 2 only, cause everytime they arrived with damages. Now 6 months later I still wait for the 3rd door. I had email contact with Luis, he stopped writing me back. I called every day for one week the customer service and they said they could only ask Portimao LM to call me back, no one did. Then i got finally an email to ask for my iban, no apologies, nothing.

Never had such a bad experience and live since 15plus years in the Algarve.

AVOID !!! The worst customer service I have ever experienced. Order is without a reason or a revised approximate delivery date extemely late. They give you the standard cut and paste promising replies. The responses to chasing my purchase up have only led to unecessary frustration. In short, Nobody at this company cares, has time or interest to satisfy a paying customer. NEVER again here.

On April 8, 2024, I placed and paid for order #24099L33292-1 at leroymerlin.pt. This order was lost in shipping and I never received it. I have called and sent requests to Leroy Merlin several times, but the order has never been delivered to me.

Therefore, on April 23, I called Leroy Merlin customer service and asked to cancel the order and get my money back. The operator said that the order was canceled and the money will be returned to my card soon. However, up to now - May 17, 2024 - the funds have not been returned.

I have repeatedly made requests on this matter through the website leroymerlin.pt and attached documents of payment. The problem has not been solved, the money is still not returned. It seems that no one is dealing with customer support issues.

Today I sent another application through their website once again. How else can I communicate with them?

Ordered a Kitchen for delivery, due to stock some items were delivered direct from warehouse, other items direct from store. Cost of delivery 34 euros.
Items from warehouse delivered no problems, items from store namely kitchen worktop arrived visibly damaged. After taking photos, signing delivery document damaged, delivery driver advised contacting company for replacement worktop.
Advised by customer services company do not do replacements, if I advise them when they can collect damaged item they will refund me after they have received return. Then despite damage being caused during delivery not by myself, I can re-order same item and pay new 34 euros delivery cost ??
Nice little revenue scam Leeroy Merlin
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