Leroy Merlin South Africa
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Leroy Merlin South Africa shows a sharply divided customer experience. In-store visits often draw praise for knowledgeable, friendly staff and well-stocked branches, but the online ordering, delivery, and refund operations generate overwhelming frustration. Customers describe cancelled orders, missing items, unresponsive support, and prolonged refund delays, with third-party marketplace sellers compounding accountability gaps across the fulfilment journey.
TrustIndex
3.7
NPS Score
-48
Recommended: Unlikely
Sep '25 - Aug '26
Based on recent customer reviews, Leroy Merlin South Africa shows a sharply divided customer experience. In-store visits often draw praise for knowledgeable, friendly staff and well-stocked branches, but the online ordering, delivery, and refund operations generate overwhelming frustration. Customers describe cancelled orders, missing items, unresponsive support, and prolonged refund delays, with third-party marketplace sellers compounding accountability gaps across the fulfilment journey.
The most common complaint about Leroy Merlin South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Order Accuracy. Delivery, Fulfilment & Order Accuracy (1.1) is the most damaging area. Customers report paid orders never arriving, stock shown as available but unavailable on collection, split orders with missing items, wrong products delivered, and weeks of waiting with no proactive communication from the store or courier partners.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2009
Buying online is very easy and delivery is handled professionally by Courier Drivers who call ahead to ensure you are available to receive your parcels.
1 reviews | Active since Mar 2009
Buying online is very easy and delivery is handled professionally by Courier Drivers who call ahead to ensure you are available to receive your parcels.
1 reviews | Active since Oct 2013
I am very disappointed with my experience purchasing 2 Mobi Dressers through Leroy Merlin, supp**** by Atlas Furniture and Appliances. The dressers arrived completely unassembled, which in itself would not have been a problem if the assembly process had been manageable. Unfortunately, the instructions provided were extremely unclear — only a small pamphlet with confusing diagrams and no proper written guidance. We eventually had to search for the model online and use a YouTube video in Spanish just to understand how to assemble the units. Because of this, I had to hire a handyman to help assemble the dressers, which became an additional unexpected expense. The quality of the material was also far below what I expected. The wood/material used is very flimsy, and some of the pre-drilled holes for the *****s were too deep. During assembly, *****s pushed through and damaged two of the drawers. For a new product, this is simply unacceptable. What has been most frustrating is the lack of after-sales support. I have been trying since 31 March 2026 to arrange a return through Leroy Merlin, but unfortunately there has been no resolution. Atlas Furniture and Appliances have repeatedly deflected or ignored communication regarding the matter. I am sharing this review to honestly warn other potential buyers to carefully consider purchasing these dressers. My experience has been stressful, disappointing, and costly.
1 reviews | Active since Oct 2013
I am very disappointed with my experience purchasing 2 Mobi Dressers through Leroy Merlin, supp**** by Atlas Furniture and Appliances. The dressers arrived completely unassembled, which in itself would not have been a problem if the assembly process had been manageable. Unfortunately, the instructions provided were extremely unclear — only a small pamphlet with confusing diagrams and no proper written guidance. We eventually had to search for the model online and use a YouTube video in Spanish just to understand how to assemble the units. Because of this, I had to hire a handyman to help assemble the dressers, which became an additional unexpected expense. The quality of the material was also far below what I expected. The wood/material used is very flimsy, and some of the pre-drilled holes for the *****s were too deep. During assembly, *****s pushed through and damaged two of the drawers. For a new product, this is simply unacceptable. What has been most frustrating is the lack of after-sales support. I have been trying since 31 March 2026 to arrange a return through Leroy Merlin, but unfortunately there has been no resolution. Atlas Furniture and Appliances have repeatedly deflected or ignored communication regarding the matter. I am sharing this review to honestly warn other potential buyers to carefully consider purchasing these dressers. My experience has been stressful, disappointing, and costly.
1 reviews | Active since Feb 2014
After sharing my experience on the poor online service of this platform, I decided to give them another chance and purchase once again from the website . I place an order ***, on the 10 May 2026 . I have not heard of the the progress of the order since then , its 3 weeks that has passed and I have not even recieved an email notifying me on whether they will deliver or they will keep mum and rob customers that have paid for online orders. They have once again proved that their online shopping is a failed platform and I will not use this platform again.
1 reviews | Active since Feb 2014
After sharing my experience on the poor online service of this platform, I decided to give them another chance and purchase once again from the website . I place an order ***, on the 10 May 2026 . I have not heard of the the progress of the order since then , its 3 weeks that has passed and I have not even recieved an email notifying me on whether they will deliver or they will keep mum and rob customers that have paid for online orders. They have once again proved that their online shopping is a failed platform and I will not use this platform again.
1 reviews | Active since Feb 2020
I ordered JT Clear solar lights online on 05 May 2026. What was delivered was a no name brand with JT Clear lookalike packaging. I requested a refund which they emailed on 13 May 2026 stating that they will update me. No response. I sent emails on 20 & 25 May which were never responded to. Order ID *** my money I spent for the lights R1576.00. I don't understand how Leroy Merlin can allow third parties to advertise products using other brands to mislead consumers and pretend that they are doing something about it when they are aware of it. If they did not approve of it, it would definitely not happen. Misrepresentation, ********
1 reviews | Active since Feb 2020
I ordered JT Clear solar lights online on 05 May 2026. What was delivered was a no name brand with JT Clear lookalike packaging. I requested a refund which they emailed on 13 May 2026 stating that they will update me. No response. I sent emails on 20 & 25 May which were never responded to. Order ID *** my money I spent for the lights R1576.00. I don't understand how Leroy Merlin can allow third parties to advertise products using other brands to mislead consumers and pretend that they are doing something about it when they are aware of it. If they did not approve of it, it would definitely not happen. Misrepresentation, ********
1 reviews | Active since Sept 2025
Word of Advice Please 🙏 open a Leroy Merlin in Port Elizabeth much cheaper on DIY , home accessories, garden indoor products. Please
1 reviews | Active since Sept 2025
Word of Advice Please 🙏 open a Leroy Merlin in Port Elizabeth much cheaper on DIY , home accessories, garden indoor products. Please
1 reviews | Active since May 2026
On 12 April, I ordered a cupboard online for R438.00 (Order #***). It was supposed to be delivered on 16 April. It never arrived. Instead, they pushed the date back to 13 May without asking me. When I called their support team on 17 April to ask what was happening, they promised to look into it and call me back. They never did. On 13 May, the delivery failed for a second time. When I called them on 14 May for an update, the agent casually told me the order was cancelled, I’d get a refund, and I must just buy another one. A similar cupboard on their website is now listed at R2095 for the unit and R735 each for the doors! That's a jump from R438 to over R3500 and they expect me to just buy the similar unit. Here is the kicker, I found out they actually processed the refund on 5 May. Meaning they cancelled my order and held onto that information for 9 days without bothering to tell me until I asked them for an update. There website even still shows my order status as "processing". I emailed their customer support agent (Confidence Moeketsi) and management to try and resolve this fairly by asking for a like-for-like replacement at the price I originally paid. I was told they were looking into it, but it has now been over a week of total radio silence. It feels like a complete bait-and-switch. They take your money, ignore you for a month, cancel the order behind your back, and expect you to pay 8x the price for a replacement. Absolutely unacceptable customer service.
1 reviews | Active since May 2026
On 12 April, I ordered a cupboard online for R438.00 (Order #***). It was supposed to be delivered on 16 April. It never arrived. Instead, they pushed the date back to 13 May without asking me. When I called their support team on 17 April to ask what was happening, they promised to look into it and call me back. They never did. On 13 May, the delivery failed for a second time. When I called them on 14 May for an update, the agent casually told me the order was cancelled, I’d get a refund, and I must just buy another one. A similar cupboard on their website is now listed at R2095 for the unit and R735 each for the doors! That's a jump from R438 to over R3500 and they expect me to just buy the similar unit. Here is the kicker, I found out they actually processed the refund on 5 May. Meaning they cancelled my order and held onto that information for 9 days without bothering to tell me until I asked them for an update. There website even still shows my order status as "processing". I emailed their customer support agent (Confidence Moeketsi) and management to try and resolve this fairly by asking for a like-for-like replacement at the price I originally paid. I was told they were looking into it, but it has now been over a week of total radio silence. It feels like a complete bait-and-switch. They take your money, ignore you for a month, cancel the order behind your back, and expect you to pay 8x the price for a replacement. Absolutely unacceptable customer service.
1 reviews | Active since Jun 2012
Fourways branch . Poor aftersales. Multiple attempts to get a replacement part . Promised a phone call on first visit. Went there after few weeks. No one knows anything. In the last week been there a further 3 times after a supplier rep said he will get parts to store. Leroy Merlin sat they aware of the part but can't seem to find as part was handed to someone who was unavailable in the weekend. Today they can't find it....
1 reviews | Active since Jun 2012
Fourways branch . Poor aftersales. Multiple attempts to get a replacement part . Promised a phone call on first visit. Went there after few weeks. No one knows anything. In the last week been there a further 3 times after a supplier rep said he will get parts to store. Leroy Merlin sat they aware of the part but can't seem to find as part was handed to someone who was unavailable in the weekend. Today they can't find it....
Leroy Merlin South Africa has a TrustIndex of 3.7 out of 10 on Hellopeter, based on 468 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 14 hours 28 min. Hellopeter has tracked Leroy Merlin South Africa across 3,500 total reviews. How is the TrustIndex calculated? →
