“After 3 months of waiting for doors, when they took payment immediately, wrong doors arrived, size wrong, finish wrong and glass panels 4 instead of 5. Then they tell me door discontinued when I ask them to send correct doors. Terrible service, would not recommend!”
“We have recently bought a house and done a lot of renovation. We got new flooring throughout the ground floor of the house, a couple weeks later our new doors are delivered, by a company ironically named 'VIP delivered' which is part of the same company as Leader doors. There was nothing 'VIP' about this delivery.
Firstly, it took 2 weeks for the doors to arrive. Not a good start.
The delivery day arrived. I (a young female) was home alone at the time of the delivery. A male delivery driver arrived. He started bringing in the doors. It was at this stage that it became clear that this company had sent 1 man to deliver 6 doors that weighed 31kg each. Aside from the fact that I am very limited physical strength, I was also unwell at the time.
Because of the weight of the doors and there only being 1 person to bring them in, they were dragged along the floor. This caused the damage that is pictured.
The man left and I called customer services. I was then asked to email VIP delivered with images, which I did. These images clearly showed the scratches and you could ever see the doors lying next the the scratches. Parallel to them - the doors had been dragged along the floor and them layed on their backs. The pictures very obviously show that the doors were to blame for this damage.
After a bit of back and forth over email they said they weren't going to do anything as I didn't inform the driver of the damage.
I am so sorry. But as a young female who was home alone on a quiet street I was NOT about to confront a male stranger. For all I knew he could have been violent!
I called immediately. Sent them pictures immediately after being asked. What else do they expect me to do without putting myself in potential danger!
They also claimed at one point that it is 'unlikely the plastic packaging on the doors would have caused that damage'. Which is ridiculous because the damage was clearly caused by a sharp edge being dragged across the floor with the weight of a 31kg door behind it, not by a bit of plastic.
ATROCIOUS CUSTOMER SERVICE. AVOID AVOID AVOID.”
“The pair of internal doors I bought from Leader Doors do not sit straight against each other because they are warped. Unfortunately they were fitted before we could notice, because delivery was so late (Leader Doors had not placed the order, despite having taken full payment and extra for next day delivery, until I chased them up). They now refuse to consider a return because of the 'damage' to the doors from the screws on being fitted, despite the doors not being re-saleable anyway as they are too warped to be fit for purpose.”
“Rubbish company. Door has split. I wish I'd seen the reviews before buying my external stable door. The door began splitting soon after it was professionally hung. They are saying it was our fault.”
“3 weeks later and I’m still waiting for a refund for a delivery that was delivered to the wrong address. The customer service is appalling. About to start small claims court proceedings. Do not use”
“My doors were delivered late and when they did arrive, only some were sent. It took multiple phone calls to confirm delivery dates for the rest, which arrived in dribs and drabs. Then ordered a tin of touch up paint a month ago which has still not arrived. I must have chased Leader a dozen times for this but have had no satisfactory response from them, and still have no paint (which has been paid for!).”
“Significant difference in product compared to the website. I have spoken to numerous people at leader doors, the products delivered are significantly different to those shown on the website. I've tried to discuss with people at Leader Doors to remedy the issue, however, I'm faced with the hard faced response that the doors are correct and there is nothing they can do. We won't be using leader doors again and our carpenter has advised the same, despite him spending thousands each month with you including recommendations to other carpenters and customers. We are very disappointed with the service and quality received”
“This company is in disarray. The goods we received were faulty and then you cannot get hold of them to arrange returns. Try now before you buy to call their customer service number. Try it every day for two weeks and see if anyone answers. They won’t. Equally they don’t answer emails. The ONLY way to get any response from them is to escalate the issue but this has failed also as they couldn’t even manage to collect the damaged goods on the date they stated, so now (as they still have £250 of my money), I need to go to the Ombudsman. Disgraceful business that shouldn’t be trading IMO.”
“Poor quality doors, falsely advertised products in the specifications, poor customer service, no chance of speaking with someone via telephone, also ignoring emails now to avoid a refund and collection of the poor quality door they sold me.”
“Satisfaction is our priority, RUBBISH AVOID
They state, satisfaction is our priority, no its not, customer service is non-existent, dont address the issues, tell you lies, eg your doors are in port waiting to be released by customs to your doors are still in China, current issues in the middle east causing delays.
I have had 6 different delivery dates from 5th August to 5th October, purchased on 6th May. Have emailed many times it appears now they just won't respond, made calls requesting call backs but doesn't happen.
Request for refund as all monies taken at time of purchase dismissed as bespoke doors, no evidence these doors even exist.
Will be looking at seeking legal advice and waiting for response from trading standards”
“AVOID AVOID AVOID! This company is terrible! The product they sent me is damaged and the small partial refund they offered me of £40 have not been paid for over a month. And they are ignoring my emails! Obnoxious way of treating customers!”
“Awful company who stole my money, repeatedly lied to me and will not contact you or resolve anything. I ordered a door in february it was repeatedly delayed, they swore it would come in September and now has been pushed to november.
In what world is it ok to take someones money and not provide the product for 9 months?
Save yourself the stress and avoid at all costs, they wont even respond to emails.”
Frankie,
I'm very sorry to hear you feel this way about your experience with us. We always aim to provide the best possible service, and it's disappointing to know that we fell short in your case. I would like to understand more about what went wrong and see how we can make things right for you.
Please reach out to me directly at feedback@leadergroup.co.uk. I'm here to help and will do everything I can to address your concerns.
Kind regards,
Susan George
Head of Customer Services
“I pay £80 for VIP delivery and doors should arrive in 3 days. After 3 weeks I still don't have a doors and they said is not his fault. I said that I need to close my project otherwise I will pay to my client £500 a day and he said to me he don't really care. Please don't use this company if you want have everything on time otherwise you can wait even few months.”
Mirek,
Thank you for your feedback, and I’m truly sorry to hear about your experience. I understand how frustrating and stressful this delay must be, especially when it’s impacting your project and client commitments. The lack of concern you’ve described is completely unacceptable, and this is not the service we aim to provide.
I’d like to help resolve this issue as quickly as possible. Please get in touch with me directly at feedback@leadergroup.co.uk so that I can look into this matter and ensure it is handled with the urgency it deserves.
Best regards,
Susan George
Head of Customer Services
“I paid for bespoke doors on April this year and haven’t heard anything about when I should expect them so I called them and was told they will start making them in September and I should expect them in October… I asked for a refund as I couldn’t wait that long for them , they then emailed me saying that because they were bespoke I couldn’t cancel them and get a refund… even though they haven’t started making them yet?? … they’ve offered me £150 for the delay as a “good will gesture “but still haven’t answered any of my emails , I’m not a happy customer and don’t recommend anyone buying from them … they are totally unprofessional and
incompetent in my opinion
I still want a full refund but I don’t think they’ll give me one .”
Kevin,
Thank you for your feedback, and I’m very sorry to hear about your frustrating experience with your bespoke door order. I completely understand how disappointing this must be, especially given the lack of clear communication and the extended timeline. This isn't the level of service we strive to offer, and I sincerely apologise for the inconvenience caused.
While our bespoke items have specific terms, I believe your situation deserves a thorough review. Please reach out to me directly at feedback@leadergroup.co.uk so I can personally investigate this and do everything possible to help resolve the matter to your satisfaction.
Kind regards,
Susan George
Head of Customer Services
“I placed an order for a door and was told that the one that I wanted was out of stock and told that it would be in stock a month later, closer to that time I was informed that it would be later and accepted it. When it was in stock I planned to collect it. Things changed and I needed it to be delivered so I paid for the delivery. We stayed in on the day it was meant to be delivered and it never arrived. 3 months had gone past from when I ordered and when it was meant to be delivered so I asked for a refund and was told I would receive a refund for the delivery and the door. I got a refund for the delivery and not for the door. When I got in contact about the full refund I got told on the phone that I would get the refund the next day and then email responses stopped. Do not shop with this company. 5 months after buying the door I do still not have my refund.”
Good morning Rosie,
Thank you for bringing this to our attention, and I'm genuinely sorry for the distress and inconvenience this situation has caused you. It's completely unacceptable that you've been waiting this long for your refund and have faced such a lack of communication from us. This is certainly not the level of service we strive to provide.
I assure you that I will personally look into this matter to ensure your refund is processed without any further delay. Please contact me directly at feedback@leadergroup.co.uk, so I can resolve this as a priority.
Kind regards,
Susan George
Head of Customer Services
“DO NOT USE!
I purchased almost £1,500 worth of doors from this company and had nothing but issues.
Firstly, despite promises they refused to deliver in the correct time slot saying "that's a third party seller who uses out site", in the end I had to take half a day's leave.
Secondly, they will not acknowledge my purchase to TopCashBack meaning I cannot claim my cash back from the purchase which is almost £50.00.
I'm positive that there are much better merchants who sell the products who actually know what "customer care" is all about as this third rate merchant has never even heard of the words "customer care".”
Mr Whittaker,
Thank you for sharing your feedback. I'm truly sorry to hear about the difficulties you’ve faced with your recent order. I completely understand your frustration, especially with the delivery timing issues and the trouble with your TopCashBack claim. This certainly falls short of the high standards we aim to deliver.
Please know that we take your concerns very seriously. To help resolve these issues, I would be grateful if you could reach out to me directly at feedback@leadergroup.co.uk. I am committed to making things right for you.
Best regards,
Susan George
Head of Customer Services
“The continued Incompetence is staggering! It just goes to show that their apologies mean nothing . Actions speak louder than words and that’s where they deliver very little . Despite responding to Susan George response to my original feedback , It’s made no difference whatsoever. It will be six weeks on Friday but I’m still waiting for a refund for the damaged door that they sent me and didn’t fulfil the order after spending £1100 with them and being treated atrociously. It doesn’t take this long to process a refund every other company can do it quickly. My only mistake was I thought I was dealing with a reputable company. How wrong was I. There’s no point having a customer service service department if you can’t resolve issues and do them quickly. I would advise anybody to take their custom elsewhere because at the moment Leader Doors do not deserve to have any customers they actually deserve to go out of business!”
Hello,
Thank you for bringing this to our attention. I'm truly sorry to hear that your experience has continued to be disappointing and frustrating. This is not the service standard we aspire to at Leader Online, and I deeply regret the inconvenience and stress this situation has caused you.
I understand that waiting six weeks for a refund is completely unacceptable, and it’s clear we have failed to resolve your issue promptly. Please accept my sincerest apologies for the delay and the poor handling of your order and refund.
I am committed to addressing this matter urgently. Could you please email me again at feedback@leadergroup.co.uk with your order details? I will personally oversee the resolution of your refund and ensure that this is handled without further delay.
Thank you for your patience, and I hope we can resolve this matter to your satisfaction.
Best regards,
Susan George
Head of Customer Services
“Terrible customer service - 1 door missing and delayed order. chased and no reply. requested call back today and now a week behind and have to pay a builder £300 cancellation fee. Don't rely on this company if you can find alt doors, but leave plenty of time if you can”
Hello Dan,
Thank you for taking the time to share your feedback. I'm deeply sorry to hear about the issues with your order and the inconvenience it has caused you.
It's incredibly disappointing to learn about the missing door and the delays, as well as the lack of communication from our team. This is not the level of service we strive to provide, and I understand the frustration this must have caused, especially with the additional cost incurred.
Please reach out to me directly at feedback@leadergroup.co.uk so I can personally look into your case and ensure we resolve this matter for you as quickly as possible. We truly appreciate your patience and hope to have the opportunity to make this right.
Best regards,
Susan George
Head of Customer Services
