Leroy Merlin Portugal Reviews 729

We ordered a shower base, glass and shower set at the Leroy Albufeira. They didn't advise us that the shower set was not bath/shower and not a walk in shower.
Our plumber opened the box and realized when trying to fit the pipes that it was the wrong size. When we tried to return it at their Albufeira Returns branch the lady didn't want listen to our side of what happened and simply said our plumber should of have known better. On top of that, regardless of the fact that they have signs on their walls in Portuguese and English the lady didn't speak English and just shrugged her shoulders! My wife managed to speak some Portuguese but difficult to properly debate her point of view. There are a lot of expats and we witnessed a lady in front of us who was treated rudely as she couldn't speak Portuguese and was brushed off. They were also totally understaffed.

Bought and paid for air conditioning unit (2), booked the only available collection time and when I got to the store they refused to give the order as we didn't have a certificate to indicate they would be installed by a professional. They shouldn't take money if they can't fulfill they order, a waste of money and time. DON'T BUY ANYTHING ONLINE FROM THEM, USELESS WITH NO CUSTOMER SERVICE

very bad service, I ordered, paid for delivery on a specific date, paid for the products, but it was not delivered and no one is informing me when it will be delivered. Apoio de clients knows and does nothing.

They send you e-mails to review the products you bought. When you give a bad rating they remove the review saying it doesn't follow the website rules
BYW, the stores are very poorly understaffed

Any product you can find at other places for less than half the price. But worse, they mess up orders constantly sending only half or even less of your stuff. Making the whole process slow, expensive and a waste of time. One simple order of 5 buckets of primer took them 3 phonecalls and 3 delivery attempts. Shop somewhere else!

They refused to post my review on their product page since it was one star.

So here is another one star for the terrible experience, very costly mistakes they caused me and their unprofessionalism!

Item marked delivered even though a totally different item was sent. Instead of a tub of paint I got 4 black extension cables. I immediately logged a ticket as required but have heard NOTHING since despite me calling 3 times.

The status on-line still says item was delivered which is annoying. Awful after sales / complaints service.

Update 26/02. Having been told I could take the incorrectly supplied items into the store I went yesterday only to be told they couldn’t help and I needed to wait a phone call !! I called LM again later that afternoon (4th time) and the agent again only says it’s being dealt with and I need to wait. It’s really abysmal service. Moneys taken - item marked delivered (albeit just a few extension cables were in box) and no one gives a hoot.

26/02 - since the ticket was raised on the 18th Feb. for non delivery I’ve tried multiple times to get a response and I’m always told ‘it’s being dealt with’ - even after attending Leroy Merlin store they couldn’t sort a simple refund or credit note for €55 OR re pick the paint tub I’d ordered and send back out - taking the cables they had sent back. Now I’ve finally had communication and guess what….it just says we’re too busy to assist !

“ Due to a high volume of requests, we have been unable to respond to your enquiries more quickly, for which we apologise. We have forwarded your report to the responsible department so that it can be dealt with appropriately.
We hope to resolve the issue quickly and apologise for any inconvenience caused.”

Update 27/02 It gets worse. Still nothing from Leroy (apparently it was their store in Aveiro that picked cables instead of paint) but I got an email from CTT Express asking me to be in from 09:00 - 19:00 on Monday 2nd March so they can collect 4 items (the cables). No indication they are delivering the correct item I ordered - just want me to wait all day (even though I had taken the items to a LM store) so they can collect them. .I called LM customer service who said that once the mistaken items were collected they will then arrange another day for me to hang around and get the paint I originally ordered.

Have you ever heard anything in all your life ! Pathetic

03rd March I have chased Leroy Merlin for the paint but am being sent emails from Manuela saying that as "its an exchange they can only provide a refund" . An exchange? I´ve never received my item - all the times I´ve called is to highlight that LM Aveiro store sent black cables instead of a tub of paint.

I´ve phone customer service and asked to have it escalated to a manager as I don´t want to wait days for a refund and then start the process from scratch by re-ordering what I ordered on 14th February. They just don´t seem to have ANY common sense.

Item marked delivered even though a totally different item was sent. Instead of a tub of paint I got 4 black extension cables. I immediately logged a ticket as required but have heard NOTHING since despite me calling 3 times.

The status on-line still says item was delivered which is annoying. Awful after sales / complaints service.

Update 26/02. Having been told I could take the incorrectly supplied items into the store I went yesterday only to be told they couldn’t help and I needed to wait a phone call !! I called LM again later that afternoon (4th time) and the agent again only says it’s being dealt with and I need to wait. It’s really abysmal service. Moneys taken - item marked delivered (albeit just a few extension cables were in box) and no one gives a hoot.

26/02 - since the ticket was raised on the 18th Feb. for non delivery I’ve tried multiple times to get a response and I’m always told ‘it’s being dealt with’ - even after attending Leroy Merlin store they couldn’t sort a simple refund or credit note for €55 OR re pick the paint tub I’d ordered and send back out - taking the cables they had sent back. Now I’ve finally had communication and guess what….it just says we’re too busy to assist !

“ Due to a high volume of requests, we have been unable to respond to your enquiries more quickly, for which we apologise. We have forwarded your report to the responsible department so that it can be dealt with appropriately.
We hope to resolve the issue quickly and apologise for any inconvenience caused.”

Update 27/02 It gets worse. Still nothing from Leroy (apparently it was their store in Aveiro that picked cables instead of paint) but I got an email from CTT Express asking me to be in from 09:00 - 19:00 on Monday 2nd March so they can collect 4 items (the cables). No indication they are delivering the correct item I ordered - just want me to wait all day (even though I had taken the items to a LM store) so they can collect them. .I called LM customer service who said that once the mistaken items were collected they will then arrange another day for me to hang around and get the paint I originally ordered.

Have you ever heard anything in all your life ! Pathetic

Update 2nd March. Leroy Merlin have now collected the 4 cables (in one box) and I now have to wait until they are returned to Aveiro store before they will send me the paint I ordered on 14th Feb. (on a 2 day delivery !). Terrible service

March 3rd LM say they cannot honour my original order of 14th Feb. and they have to issue a refund and then I need to re-order again. What a complete waste of my time. Disgusting

Update 25th March: I re-ordered the paint 3 weeks ago and asked it to be delivered to the local store so I could check before leaving. They took payment on bases I would collect it on Friday 26th March. Having waited several weeks I was in the store today (25th March) and asked if perchance my paint had arrived. The assistant said it was not in yet but asked me what I was painting as he could recommend another product - I told him I’d been waiting since 14th Feb. and wanted that particular paint. Upon arriving home I have now received an email from Leroy Merlin cancelling my order !!!!! What on earth is going on with these thieves - once again they’ve been paid 3 weeks ago and I have to wait again for refund. Beyond abysmal - it’s theft !!

Update 27th March: Despite receiving email saying item was cancelled I spoke with customer service and she said that was an error and item should be ready for collection today. We collected it from store locker.

Originally ordered 1 x 2 ltr tub of paint on 14th February to home address - eventually collected from store on 27th March (with at least 6 phone calls in between and 2 previous store visits)

TERRIBLE!!! Big company crappy service, every time I order spray foam or glue there is no trigger or tube delivered then two weeks to get it, I am done with companies that treat the customer like merda!

I purchase a dexter drill in case. When I got home and opened the case . NO INSTRUCTIONS. I WENT TO THE STORE EXPLAIN THAT THE DRILL MUST HAVE BEEN RETURNED. THEY WHETE VERY UNHELP FUL OPEN ANOTHER DEXTER DRILL AND THERE WAS INSTRUCTIONS THERE. THEY REFUSED TO CHANGE THE DRILL. ( Only had it a few days! I have my receipt) They gave me the instructions out of another drill same product. I paid for a new drill with instructions. What I got was a drill without instructions.There assured me that the drills come straight from manufacturing. They don’t put returns back on the shelf.SO HOW WAS IT THAT THERE WAS NO INSTRUCTIONS IN MY CASE.
SO INFUTURE WHEN BUYING IN PORTUGAL CHECK EVERYTHING BEFORE LEAVING THE STORE.I AM TAKING THIS MATTER UP WITH TRADING STANDARDS IN FUNCHAL

It pays to buy your interior products for kitchen or bathroom anywhere else! Not to mention the exhaustion from dealing with customar support - all kind words but no action. My handiman had to spend many hours of labor and buy replacement parts to make up for what was not working. They do not care.

This company has to have the most appalling attitude to their customers that I have EVER had the misfortune to experience! And the problem seems to stem from the fact that there is little if any competition on the Algarve as an alternative. Given that they have such a monopoly they simply cannot give a flying fc*k! There attitude seems to be take the money and then stick two fingers up when something goes wrong. As to their product range, well it is extensive - but sadly there is far too much cheap and nasty Chinese junk! In our experience to date decent European goods seem to be very much in the minority!

Leroy also advertise a fitting and installation service - we bought a complete fitted kitchen costing several thousand Euros and we had their recommended installation team put it in - what a farce that proved to be! After barely half the job had been "completed" we ordered them off the premises due to the fact that they couldn't hang a frikkin' picture let alone a kitchen cabinet! After a lot of discussion, and not without some serious threats of legal action from us, the work was eventually finished by their kitchen department manager (?) who apparently was a kitchen fitter before working for Leroy. Credit where it is due, he is a nice guy and he did the job properly.

As to my previous comment regarding their after sales attitude let me relate a story now... we bought a concrete mixer and when it was finally delivered LATE the drum was badly dented. My wife refused to accept it however the delivery driver basically ignored her, dumped it off the wagon and scooted. So we reported the issue to the store and we were told we would have to take it back to them ourselves!!! OK... so we basically kept calling them and trying to sort the matter out in a reasonable fashion however all we got was stone walling and prevarication. By now "mucking up" several tons of concrete for foundations by hand in a wheel barrow was getting a bit of a chore so we decided to use the mixer anyway despite the matter being weeks into dispute - it managed about three mixes and then conked out! More angry phone calls and eventually threats of resorting to the credit card company finally elicited collection but they would not replace it despite it having been damaged in transit, faulty within the first hour of use, AND a major cause of huge inconvenience. The "repair" took an absolute age but eventually they told us it was ready and we could collect it!!! More arguing until eventually some weeks later after more threats of legal action it was again delivered back to us WITH YET MORE DAMAGE in transit!!! Now we have a concrete mixer which cannot be tipped in the forward direction properly and which sounds like a coffee grinder in slow motion when it is running! So more complaints and more complete ignorance on the part of Leroy! Our final resort was to put the matter in the hands of our credit card provider who refunded our money.

And whilst we are on the topic of Leroy's careless and objectionable delivery drivers, the aforementioned kitchen arrived on a small wagon at 5.40 PM and the driver refused to come in to our property beyond the gate and was actually on the point of off loading the entire kitchen 120 yards from our house before he would listen to reason and drive in. His assistant walked up our drive and immediately began yanking branches off an expensive ornamental tree for no other reason that I could see than a fit of childish pique, at which point these morons were ordered off our property and told to deliver it again the following day when they had had time to consider their appalling attitude - at which point I was actually threatened with physical violence resulting in me chasing the mouthy little pr*ck out of my gate!

So Leroy... you need to take a long, hard, serious look at your attitude and the sooner you realise that you won't always be the only store selling such products then the better things will be for you and for your customers.

AVOID THIS COMPANY UNLESS YOU HAVE NO ALTERNATIVE!

No matter the poor quality of delivery, sales assistant Vania was immensely helful and tried to solve problem immediately. She possesses strong ownership, client orienation and customer- centric approach. Thank you, Vania!

Everything went bad. Products lost. No communication whatsoever.

I purchased a pellet burner stove from Leroy Merlin, expecting the reliability of a major European retailer. What I received was a masterclass in frustration.

Delivery: One month. For a product that was supposedly in stock. No meaningful updates, no proactive communication.

The Product: Arrived defective. This wasn't discovered through casual use — it was identified immediately during professional installation by a certified technician. So the unit left their warehouse, passed through their logistics, and arrived at my home with a manufacturing defect.

After-Sales Support: This is where the story truly deteriorates. For over a month now, I have been attempting to schedule a technician visit to address the defect. Phone calls, emails, follow-ups — all met with delays, vague promises, and no resolution. I am not asking for anything extraordinary. I am asking for a product I paid for to function as intended.

The Result: I have a non-functional heating appliance sitting in my home as winter sets in. Money spent, time wasted, and a family left without reliable heating.

What makes this particularly disappointing is that this is not a small purchase or a complicated request. It is a straightforward warranty issue that any competent retailer should resolve within days, not months.

My recommendation: If you're considering a significant purchase from Leroy Merlin — especially anything requiring installation or potential after-sales service — think twice. The initial sale is smooth. Everything that follows is not.

This review reflects a genuine experience and is written in the hope that future customers can make an informed decision.

items missing from my kitchen, raised 3 tickets for complaint, no refunds and no response. This company is so bad at customer service i am not sure how they can get away with this, criminals

I have been advised of my delivery on three occasions. On each date I stayed in all day to wait for my delivery but it failed to turn up. I have been charged a very high delivery fee for this order and the service has been appalling. Very very frustrated and disappointed.

I have spent thousands of euros with the Portimao store - new kitchen and bathroom.
I have had issues with 2 items since May '25
I have emailed so many times
Been in the store twice for over an hour each time and been promised that someone will come out.
Still not.
Is there anyone to complain to or is it a matter of using the Complaints book?

Delivery dates for online orders are fictitious and the items are not actually available. Fraudulent as it sells services that it cannot guarantee.
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As datas de entrega para encomendas online são fictícias e os artigos não estão realmente disponíveis. É uma prática fraudulenta, pois vende serviços que não pode garantir.

Absolutely deplorable service.
I bought a water heater on 30/10. The salesperson suggested the installation service; I informed him that I already had an appointment with another company for 03/11, and at a price 10 euros cheaper (Leroy Merlin offered it for €99, while I had an offer for €85). The salesperson said they could install it the very next day, 31/10. I decided that getting it installed three days earlier was worth the extra €14, so I agreed.

However, the technicians only showed up on 06/11. And they did nothing, because the salesperson failed to mention on the service form that there was already an old water heater installed and that it needed to be removed. They left and promised to send a new quote, including the removal of the faulty old unit and the purchase of adapters, since the pipes in the wall had a different diameter.

In the end, no one sent anything at all until 14/11, when I had to start chasing the situation myself (the emails sent through the app and website were never answered). I called the central office, and they told me to contact the store; at the store I wasted two hours, and in the end they promised to send the additional quote by the end of the day and install the unit on Saturday, 15/11. They did send the additional quote — for €1,045.

My impression is that the company deliberately gave such an inflated price so that I would refuse the service and stop pushing for the installation. Ethically, the right thing would have been to install it for a reasonable price — or even free of charge — as compensation for the inconvenience and stress, since I was clearly misled about the installation date, which amounts to deception.

This situation refers specifically to the Leroy Merlin store in Caldas da Rainha.
I sincerely hope that management reviews the behaviour of the staff and the way service orders are handled, because this level of disorganisation, lack of communication, and complete absence of responsibility is absolutely unacceptable for a company of this size.