LEROY MERLIN Sacavém

Well located, good parking but limited in products when compared to Leroy in Sintra.

A store created from scratch and recent to the location itself, should be bigger so that all customers would deserve more offers and diversity. In relation to the very dynamic and helpful employees.

Bad experience in a purchase made online (order id: 065_3988), effectively paid for delivery in the "click & drive" system (collection at Sacavém store) I bought an article online last Friday (19/02/2021) and marked its collection in "click & drive" for today, 21/02/2021 for 12.30h-12.45h, as I said, in the store Sacavém Just before 12.30 pm I went to the collection point outside the store and I was amazed when I realized that I had not received any identification about which collection box. I checked the email and confirmed that after all the instructions were to go to the customer support queue. Dissatisfied but resigned there I headed for the line. I thought that perhaps the rotation of items in the automatic collection boxes would be so high in times of pandemic, that I even accepted this small setback. It was precisely 12.30 pm when I took out my service password and stood waiting to be served by customer support, just as if I were a normal customer. I was treated after 5 to 8 minutes by a collaborator who told me that the colleague would make the manual pickup of the item from the shelves. From the shelves !!! I told him right away that I was surprised by that type of logistics, as I had already paid for the item 2 days ago and that it would therefore be expected that my item was already on the side and never on a common shelf waiting to be picked up by any other customer in traffic within the store. I confess that at the time I immediately started thinking about what it would be like if they realized that my article would no longer be in stock. But believing that nothing else could go wrong, I didn't mess up much more and patiently waited for the collaborator to bring me the article. We now go to the waiting timings. After about 8 minutes, suspecting the delay, I went to complain to the customer support that the procedure was taking too long. I was told that the order to the colleague had already been transmitted, that it was just a little more and that he would be collecting already. I waited another 10 minutes, snorting and permanently casting withering looks at the customer support, always in the expectation that they would not forget me. Until around 12.58 am, that is practically half an hour after the time that I thought was a commitment of a buy-sell agreement between Leroy and me, there I had to go in a furious impulse towards the collaborator who was assisting in support. to the client. As soon as I started to tell her that it wasn't normal for this process to be taking so long, it was then that she told me that they had noticed that the item was no longer in stock. Needless to say, what followed afterwards. I asked for a complaints book (which I ended up not filling out, I will do it in the electronic book) and I verbally requested an immediate refund of the value of the item I had already paid for and booked 2 days ago. I was told that the chargeback process was going to start, but I haven't acknowledged it yet. I also communicated verbally that I will NEVER buy anything from AKI / LEROY, either through the Web channel or the physical channel. Logistical failures of this caliber are not acceptable in the middle of 2021 and 12 months after a pandemic, with all the time in the world for Ecommerce logistics and procedures to be improved. Whenever I am asked to give a public or private opinion on the brand, I assure you that I will always be relentless. It was not the first anomalous occurrence of this brand in relation to the Stocks / logistics of the Online channel and its applicability to the physical channel. And all this because of 1 lamp !!!! 1 lamp, which was the item I needed to have in my possession, today, at the appointed time and already paid for 2 days ago. Unfortunately, never again AKI. Aliexpress all the way!

Leroy Merlin de Sacavém maintains the standard that the brand has already accustomed its customers to. The brand reveals prices that need to be revised, in our opinion, since it doesn't take much time on the net to find them cheaper and reasonable delivery times.

I had the worst service experience from the employee I asked for help with toilet seats. I would answer any question I don't know, look at it, I don't know more than that... I didn't have a choice, I left and I'm not coming back.

As usual everything very organized staff always available to help.

Friendly staff and willing to help. Regarding product availability, there is a big discrepancy between Leroy's website and what "does not" exist in store. Must be "computer system" problems... as usual ?