Leroy Merlin Marbella — Local services in Marbella

Very arrogant, uninterested, unhelpful, nonchalant, rude & discourteous staff.

I wanted to purchase some carpet off the roll. There was no member of staff present at that department, so I visited the adjacent department (decoration) to ask for assistance. The lady there shrugged me off, telling me to go hack to the original department and wait, which I did for 10 minutes....Still no staff arrived.

I visited the decoration department again, this time I asked a young man sat at the desk for assistance, advising him that I had been waiting for 15 mins yet no staff member attended.

He accompanied me to the display area, then advised that he couldn't assist as he did not have a tool to cut the carpet, so he went away to find one (allegedly). 10 minutes later he hadn't returned. I hunted around for another staff member to no avail.

I went to the customer services. There wasn't any clients being attended to, however the woman staff member behind the counter, despite seeing me, ignored me to continue talking to another male staff member. Having stood several more minutes, she finished speaking to the man then, totally ignoring me went directly on to her computer. No eye contact or verbal engagement. After several minutes eventually looking up I managed to tell her my predicament and asked for some help. Sadly, none was forthcoming, just a shoulder shrug. Zero customer consideration.

When I returned to the desk, the previous female staff member that i spoke with was at the desk, engaged on the computer, but just ignored me.

Eventually I managed to express my frustration and dissatisfaction, she then, somewhat reluctantly, accompanied me to the carpet roller and served me.

In all, it took almost an hour from entering the shop to get served with the goods that I required.

Abysmal, zero...

I have been struggling with LM online customer support since last January to get a refund of €1278 for a product which delivery was cancelled back in September 2022 on their end without notifying me. Tired of the inefficiency of their e-mail support I went to the information desk of their shop in Marbella. I was welcomed and assisted by a charming lady called Rocío G. I have never seen someone as determined, calm and friendly managing customer's inquiries simultaneously and with total focus for details. While she was calling different internal departments, she was keeping me updated of her conversations with them while helping other customers at her desk. She wasn't getting the information she wanted to help me solved my refund. She did not give up and made sure I was help by a staff from customer support office. She accompanied me to the office explaining to the other staff member what she needed to do to request a refund for me through their outdated systems. She seemed to be the only one who got what was the problem with their internal system processes. Then, she left me there with her colleague who created and dispatched the refund request to another department. I am supposed to be called back within a couples of days. Whether, I'll get my money back remains to be seen, altough the refund is on file in my account, yet unaccessible. Rocío G. From the customer information desk, took fully ownership of my concern. Her behaviour, attitude, efficiency and friendlyness were exemplary. That lady diserves a medal for best customer service...

Anyone thinking of purchasing from Leroy Merlin Espana read our experience. We purchased some terrace furniture and duly waited for delivery. GLS delivered while we was out so when we got home only three of four packages had been delivered. We contacted Leroy Merlin who stated that as we had purchased from Leroy Merlin Market place that we had to deal with the manufacturer. I explained that not only was the delivery not complete but the boxes and some of the contents were damaged. Leroy Merlin directed us to the manufacturer, Tectake Espana. They couldn't care less as there small print thousand word contract covers every eventuality and you have zero rights. As we have accepted delivery (even though we was not at home, nothing would be done). I then stated that we wanted to return the absolute rubbish, damaged product. LM and Tectake said that we would have to pay for the return costs. Many emails, zero customer care and zero customer rights by these appalling companies resulted in us taking the delivery to Madrid so that we could get our money returned. I will never buy anything from Leroy Merlin but more importantly, I will never buy from a company that uses third party suppliers. And these companies wonder why Amazon is so widely used. Well done Leroy Merlin and Tectake. The worst customer service in our 23 years...