Leroy Merlin Portugal Reviews 

I love Leroy Merlin for many reasons but their online store/customer support is awful. If you're ordering items for a renovation make sure you have everything delivered at least one month in advance. They regularly cancelled items days before delivery date (after waiting weeks) with no explanation. If something arrives broken by default they don't replace it but refund you (which takes days). Maybe ordering to store is a bit safer, but I won't rely on them again.

Last Monday booked someone to come for orçamento for a new boiler. Promptly paid €30, which LM requested.
As one would expect in Portugal, no one showed today. We had excellent experience with LM in France, but French employees work with care and diligence, Portuguese employees do not seem to be bothered that much, if at all, to work.

Online order not a good experience
I placed an online order for panels to make a couple of cupboards. The items arrived damaged and the delivery man took photos of the damaged panels. I later received an email from Joao Alves requesting more images. I sent these the same day. I heard nothing back so went on to send several more follow up emails. I decided to contact customers services some 5 days after delivery to see what was going to happen. I was told someone would contact me and the lady asked for my telephone number. I would assume this indicates a call would happen. The following day I received an email from Joao Alves stating that the damaged goods would be collected and once received back in store a refund would be issued. He stated that they cannot exchange for replacement goods I would need to order again. In the meantime I have a tradesman booked and waiting for goods to arrive and that is at a cost to me. Now I'm back to square one with no goods, paid for delivery (which is extortionate when you have spent over 550 euros). The goods I am left with would have fitted in my car. I telephoned customer services again yesterday, the member of staff was clearly not interested and kept repeating I will request you have the delivery fee reimbursed. I tried to explain that I was not happy having to pay a tradesmen to hang around due to Leroy Merlin incompetence. The items must have been damaged from the store they were sent from not during transit. Surely this should be checked before loading for a delivery. The member of staff was not listening as I had to repeat myself. I understand mistakes happen but It's how a company deals with the problem is my issue. I feel like someone should take responsibility for my losses in both time and money. Why should a customer be out of pocket due to their incompetencies. Plus, on another note, you receive lots and lots of texts/emails, changing delivery dates.

If you are thinking to purchase a garage door from leroy think twice. Its been 6 months i pay for it and they still didnt install it. Stay AWAY!!!

Ordered a gas hob online on 1 February. Pick up in the store stated on the website 13 February. Message on 12 February, delivery delayed, you will receive a message as soon as the order can be picked up. No delivery date stated. Asked twice by email when I could expect the order. No answer received. Contacted twice by phone. Could file a complaint was the answer. Received message on 2 March that the order could be picked up. In short, do not order online from this company. The delivery is downright bad.

Absolutely useless. Ordered a service for my electric water tank in October 24. After several missed appointments I am still with no service and no answer from LM. Awful.

Their logistics are as bad as they can get, specially on online shopping.
Deliveries with problems are more common than deliveries without. The guy who installed our AC said Leroy Merlin never got the full list of material necessary right even once in his career. Then, fixing the problems that arise requires us to do a lot of work for them. Their return policies are borderline fraudulent and designed to make you give up.

My last experience was getting a package delivered that belong to someone else, while my package (worth more) went to someone else. It's been 1 month and I'm still going back and forth with emails with Leroy Merlin (that they don't even read right and give dumb answers) and sending online forms that crash when you submit them.

Had actually never looked at the Trustpilot. WOW low ratings, but doesn’t surprise me. Just wished I had looked in here before my purchase.

In November (and yes we are in January now) I bought a plastic Christmas tree. When I received it, two of the branches were broken. I tried using their online page to send pictures. That didn’t work.

So I called and they made a return order.
I have now called them at least 8 times, and nothing happens. I even drove to a Leroy Merlin, but since the online purchase was sent from another store, they wouldn’t take it back.

I called again today and asked if I could drive the 30 minutes to the other store and drop it off since they apparently doesn’t know how to deal with online returns. He said the store probably wouldn’t take it back since it was made online.

So please do not buy anything from this store online. If item is broken or damaged or just need to return you don’t stand a chance. I will now try and call every day this coming week and hope something will happen.

Besides my daughter at 10 years old didn’t get to have a Christmas tree the month of December also I’m spending a crazy amount of time talking to Leroy Merlin people who apparently can talk, but not do anything.

Stay away from online purchases!!!

I collected my Black & Decker lawnmower that went in for repairs and is covered by a 3 year guarantee. On arriving home I noticed that the arms were not re-attached and some parts to attach them were missing. Upon calling I was advised to return to the shop [Braga] to sort it out - which I did and had to leave it there once again.
My question is - how does a technician hand over an item that went for repairs in such a way that the the parts that went for repair appears to be sorted out, however the item is returned in such a manner that it cant be used? The second question I asked the attending shop assistant - why it states on the paperwork that the item is out of its guarantee and she said I neednt worry about that as it is still under guarantee.
To say the least this is unacceptable after sales customer service.

Several online orders placed, with clear availability of stock marked and confirmed delivery dates and payment done in the same moment.

Only for the delivery dates to be missed, postponed or simply no information provided.

2 out of 3 orders having to be cancelled because they don't actually have the items in stock and cannot guarantee delivery within the next two months, but despite paying the full amounts no immediate refund processed.

Have thousands of EUR on their side with no view on how quick I will receive the money, which I need to now go buy materials somewhere else.

Neither the stores or the customer support offer any solution other than to wait. There is nothing else I can do other than to file an official complain with ASAE which will likely go into the void that is Leroy Merlon customer experience team.

I would love to know if Leroy failed to pay salaries for 2 weeks how would the employees react - would they also wait gracefully?

Terrible customer experience.

terrible service, as it´s usual as i can see from all the reviews. Bought a power drill and as soon i received the mail it was to inform me it was out of stock. Sent new mail indicating that if the drill wasn´t delivered by the 18th, they could cancel the package. Nothing was done, no communications on their behalf was made. Today is the 17th day i´ve been waiting and decided to cancel the order. And once again awful. They say the refund could take up to 14 days. Never buy Leroy Merlin online, it´s just appaling service, no worth your time.

Terrible service. I bought an item then was instantly told it was out of stock. They can't issue a refund to my card where I made the payment, I have to drive to a store that is nowhere near where I live (over 3 hours away) to get a credit note. Appalling service, it has been over a month and still no refund. I have called multiple times to resolve this and they 'cannot issue a refund' to that card, I have to drive to the store THREE HOURS AWAY.

Encomenda: 619659
I ordered tiles online on the 9th September 2024, delivery date due on the 24th Sept 2024. A week later I am still waiting for my order. I filled in the form online as there is no other way to contact Leroy Merlin, I called customer care, but not helpful at all, cant tell me when I will receive my order. I even went to the store in Viseu just to be told that Coimbra is the one I should be calling. Avoid this company at all costs, they take your money but you won't receive your goods. Customer service is non existent, I wish I had read all these reviews before ordering online.

Dear Leroy Merlin,

I ordered Baú de resina 500L 61X153X53CM which was delivered this week.

However, this order is missing pieces. Specifically, the structural pieces V and Y were not included in the package. Also, one of the T pieces was also already broken!

It's like I've been sent a second hand, used version of this bau de resina. Obviously, I'm very disappointed with this order.

Can you please arrange delivery of a new bau de resina, with ALL the pieces included? I'm happy for you to pick-up this one, as it's not even functional.

Nº de cliente: 90823285

I look forward to hearing from you.

Michael Hobbs

I bought some wood flooring from the Coimbra depot which was defective. The moisture content was high and the wood has warped and swollen and now has to be removed. Leroy Merlin have taken no responsibility and continue to sell the wood in their stores.

Be very careful ordering online. I purchased items for my bathroom and two very important items never arrived. I have asked for a refund from the sales representative and they have completely ghosted me. No items, no money back.

Terrible service kitchen purchased over 13k and we are still waiting after 9 weeks for it to be completed, no microwave, no handles, door fell off bad to poor instillation. my Island is half finished. I paid for a pull out drawer i don't have it where does it end. Daily emails to the store in Gondomar, Porto no response. Its terrible service.

15 Jun - Order placed for multisplit aircon units (4+1), paid for and delivered (4683.00)
24 July - 100% paid to Leroy Merlin for labour and parts
12 Aug - Date agreed for installation
6 Aug - I spoke to lady at Leroy, who said not all the accessories had been delivered but they would contact me once they had everything as they were just waiting for 2 items which would be delivered that same afternoon
9 Aug - I received a call from Installer asking if I had all the equipment and I said no because Leroy hadnt contacted me yet. Intaller phoned Leroy, and they confirmed all items were in stock and couldnt understand why I had not been to collect.
10 Aug - I went to Leroy to collect all the spare parts for the installation.
After a lengthy wait, I was told that the 2 pumps had not been received and they didnt know when they would arrive and that the installation would have to be postponed.
I told them about all the calls to confirm and that I live 74km away.
I cancelled everything and requested a refund. They gave me a refund of the installation and said the refund for the items would take place within 3 working days once they received the aircon units. The money for the installation appeared in my account within 3 working days.
They also gave me a cash refund of €196.50 for copper wire they cancelled after I queried the difference
14 Aug - I had still not heard anything from Leroy as to when they will be collecting the equipment. I phoned Leroy and spoke to Leroy Customer Service.
15 Aug (12h50) - email sent to lady responsible for the original transaction
15 Aug (13h25) - Call from Courier to say they coming to collect in the morning
16 Aug (09h35) - all 5 aircon items collected
21 Aug - Followed up about refund and they said it was in progress
22 Aug - Spoke to Leroy Customer Service who said they would chase them up. I followed up with an email. Response I received was it would take 14 days. Conflict with what is on their website. I responded with a screenshot of their website. I gave them until the 26 Aug
22 Aug - They responded by saying it would be in my account in the next few days
28 Aug - (8 working days after Leroy received the merchandise back) and I have still not received my refund
2 Sept - 11 working days and still no refund. I called Customer Service and asked for contact details for the Manager of the branch. I was told I need to go in to the store and speak to the Manager. I need to drive 148km just to speak to a Manager.

I have never known such bad customer service.
I did not receive a delivery order, even though my account with them said 'delivered '.
I have now written 4 emails to them. All I get back is an automated response. I even went to the store in Coimbra to try to sort it out. All they did was send an email to the Santander store. It's absolutely ridiculous!

I paid for window& door installation with Loule Leroy Merlin in April with promise from the installation would be in July. They still have not installed and will not confirm a date for installation. But still have thousands euros belonging to me. When I request email of someone in authority they will not give me an email of anyone outside the window and door department but unfortunately none of these people will deal with the issue.