Unfortunately the doors were damaged upon delivery. It wasn't hard to see how they got damaged as the thin see-through plastic wrap wasnt adequate protection for anything really. The replacement doors we ordered from elsewhere had padded corners, foam sheeting and well wrapped thick plastic, meaning none of them were damaged. We had a carpenter booked for that weekend, and telephoned Leaders to ask what our options were. We were told to open every door and send photographs of the damage, despite the fact the website states not to remove packaging if returning items? We explained we needed the refund ASAP to replace the doors in time for our booked carpenter. We took the photos and emailed them as instructed. We were told we would hear back in "an hour or 2" so when we didn't we rang again to see if we could get the doors exchanged for a different style. The phone was answered and we were put on hold, for 40 minutes until the call centre closed and we were promptly cut off! We had no choice but to go online and order from elsewhere. We emailed and telephoned Leaders the next day to be told the items would be collected the next day, Friday, upon which the refund would be processed immediately. Friday came, and despite having to take the day off work for collection, no-one turned up. I rang constantly for around 4 hours, before finally getting a reply and being told the collection wasn't booked. Again, absolutely appalled by the lack of customer service, we had no choice but to wait until Monday for another collection. This time we were told to leave the doors outside for collection on the pallet that they were delivered on. We stated the doors weren't on a pallet and were told not to worry, they would let the courier company know to bring one. On Monday, whilst at work, I got a call from the courier who was at our house to collect. He stated that the doors needed to be on a pallet. I explained what Leaders had told me, and he said he would have to speak to his boss to get permission to take them without a pallet. Leaders had not advised them to bring a pallet after all. Thankfully the courier called me back and said he had been given the go ahead by his boss. I rang Leaders again, and again after a couple of hours I finally got an answer. I was told that the refund would be processed as soon as the courier company had confirmed they had them in their possession, and that the payment would take 48 hours to be in my account, therefore would be in my bank by Wednesday. I explained my mortgage was due to come out on the Friday and was told not to worry, it would be in my bank by then. Wednesday came, no money arrived. Another call to Leaders. Another couple of hours on hold before getting an answer. This time I was told there was never any chance I would have the money that day, it takes 14 days apparently (36 hours according to the website?) and my refund hadn't even been processed yet. This was 2 days until my mortgage was now obviously going to bounce!! Numerous calls, emails, live chats later I was told my refund had been sent to accounts with a request to process within 48 hours, but then it would be another 3 days before my money was in my bank. Third time lucky I thought. What a joke that was! I rang my bank 5 working days later to see if my money was there. Surprise surprise NO it wasn't, nor was it even pending to enter my account. Leaders had not sent it, AGAIN!! Called Leaders AGAIN. Told AGAIN, for the fourth time, that the money had been sent. My bank again said it was not in my account, pending in my account or visable anywhere at all, which it would have been if it had been sent. Asked them to do a trace of the funds to find out where it was, as per my banks advice, but apparently Leaders don't have the facility to do this? Funnily enough my bank have never ever heard of any company not being able to do this. Leaders - the money has been sent. My bank - no it has not! The following week the money finally arrived. I can honestly say I've never dealt with a company as bad as this. Everyone you speak to has a different idea of how things work. Hours on hold to be told there are only 2 people to answer the phones, and repond to over 450 emails. The pressure, stress, time, financial loss and absolute battle to get your money back is incredibly unnecessary. I have requested transcripts of all phone calls, which still haven't arrived, to prove what I was told/promised/advised. I have also requested details of Leaders complaints procedure. Still waiting for that too!