“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
“I have given this a 1 because there is no 0 or minus. Never buy doors from here. I ordered 11 doors spent £1400. OMG, they are absolutely awful. The carpentry, joinery and finish is awful. When I say awful, I mean absolutely awful. Some doors were not even primed bare wood showing. They were damaged with dents, the panels in the middle of the doors (i ordered Panelled doors) were lose and not joined properly. I complained to be told someone will get back to me that day. No one did, called again 3 times to be told some one will get back to me next week. The delivery on these was another nightmare. NEVER order from here. Before you buy go and look at the doors. Well worth going to a retailer at least you can see the doors even if they are a little more expensive. Save the stress and headache. No where near resolving this. I will Never buy again and will be telling all friends and family to avoid leader doors. No quality checks done on these doors before sending to customer. Terrible.
Date of experience: 01 July 2024”
Hello,
Thank you for your feedback. I'm truly sorry to hear about the issues you've experienced with your order. This is far from the standard of service and quality we aim to provide at Leader Online.
Your description of the condition of the doors and the lack of follow-up from our team is very concerning. We take pride in our products and customer service, and it's clear we have not met your expectations on this occasion. Please accept our sincerest apologies for the inconvenience and frustration this has caused you.
I would like to personally ensure that your concerns are addressed promptly. Could you please contact me directly at feedback@leadergroup.co.uk so that we can resolve this matter to your satisfaction? Your feedback is invaluable to us, and we are committed to making things right.
Thank you for bringing this to our attention.
Best regards,
Susan George
Head of Customer Services
“Appalling company to deal with.
Multiple delivery dates missed and virtually zero communication. Sit on hold forever on the phone or wait days for an email response.
Avoid like the plague!!!”
Dear Customer,
I am deeply sorry to hear about your frustrating experience with Leader Online. The multiple missed delivery dates and lack of communication you encountered are far from the service we aim to provide.
I understand how disappointing it must have been to deal with these issues, especially with the delays in response both on the phone and via email. Please accept my sincere apologies for the inconvenience and frustration this has caused.
To help resolve any ongoing issues, please contact me directly at feedback@leadergroup.co.uk. I will personally ensure your concerns are addressed promptly.
Thank you for bringing this to our attention.
Best regards,
Susan George
Head of Customer Services
“I placed two separate orders to replace all my internal doors in my house.
The first order was for the downstairs doors and the second order was for the upstairs doors. The order for replacing the seven doors upstairs was a nightmare due to the lack of communication from Leader Doors. They failed to respond to emails. And then when the order was dispatched after waiting eight months patiently for them to be in stock , six doors were in an acceptable condition and one was clearly damaged (not by the courier; but by the manufacturer as the plastic covering was not damaged). I Informed them immediately by Phone And email of the damaged door and that it was been returned by the courier. I was advised that the doors are now out of stock again. Having spent over £1000 with them, I offered a very cheap and acceptable resolution to correct the problem which was caused by the inability to check the quality of the order being dispatched. Even though this mistake/error was caused by Leader Doors they make no attempt to look after their customers or compensate them for the damage door or try and find any other resolution , because they don’t care. To add insult to injury , Two weeks later I’m still waiting for the refund for the damaged door. The contempt that they have when you have spent over £1000 purchasing doors from them and having to deal with their poor customer service and lack of replies or even a phone call from them to put the matter right is extremely disappointing .I wouldn’t recommend them to anybody after the way they’ve treated me following the dispatching a damaged door. Any decent company would’ve done something to try and put the situation right there and then but they simply can’t be bothered and don’t care . The very least they should do is refund the money that was paid months previously waiting for the order to ve fulfilled . Never have I seen such incompetence or lack of decency or customer care whatsoever. They don’t deserve to have customers if they treat them like this. I would advise potential customers to go elsewhere if you want to be treated with respect and as a valued customer because there is no customer care or service from Leader Doors.”
Dear Graham,
I am sincerely sorry to hear about your disappointing experience with Leader Online. The issues you've described regarding the damaged door, lack of communication, and delays in processing your refund are entirely unacceptable and do not reflect the high standards we strive to uphold.
I apologise for the frustration and inconvenience this situation has caused you, especially after placing such a significant order. Your patience and understanding during the long wait for your doors to be in stock should have been met with excellent service, and I regret that this was not the case.
To resolve this matter promptly, please reach out to me directly at feedback@leadergroup.co.uk. I will personally ensure that your refund is processed immediately and address any other concerns you may have.
Thank you for bringing this to our attention. I hope we can make things right for you.
Best regards,
Susan George
Head of Customer Services
“Don’t use them - zero customer service - door’s didnt arrive when they said - no communication -I contacted and was told i should have been notified of a delay with a new date the following week - that date came and went, no communication- spent another half hour of my life to call them to be told another delay that i should have been told about - this time of 6 weeks - I then cancelled the order - no confirmation of cancellation and no refund or communication of when refund will come!!! Shocking total lack of customer service despite their “unrivalled customer care” claim. Despite the fact that in the 3 week period when they have given me no updates about the order I have paid for, they have managed to send me at least 6 useless, unwanted marketing emails!!”
Dear Customer,
I am truly sorry for the poor experience you’ve had with Leader Online. It is disheartening to hear about the delays, lack of communication, and the frustration caused by the marketing emails during this period.
Please accept my sincere apologies for the inconvenience and time lost in trying to resolve these issues. Your experience is not reflective of the service we aim to provide. I am particularly sorry for the delay in processing your cancellation and refund.
To expedite your refund and ensure no further issues, please contact me directly at feedback@leadergroup.co.uk. I will personally oversee the resolution of your case.
Thank you for your patience and for bringing this to our attention.
Best regards,
Susan George
Head of Customer Services
Dear Jonny,
Thank you for your feedback! We’re pleased to hear that the door looks great. We understand that installation can be a delicate process and appreciate your note of caution.
If you need any tips or assistance with the installation, please don't hesitate to reach out.
Best regards,
Susan George,
Head of Customer Services
Dear Tony,
Thank you for your wonderful review! We're thrilled to hear that you were pleased with our pricing, quality, and service. We look forward to serving you again soon.
Best regards,
Susan George
Head of Customer Services
Dear Jacqui,
Thank you for your lovely feedback! We're glad to hear that you experienced great service and quick delivery. It's wonderful to know that our delivery driver was friendly, polite, and helpful.
Best wishes,
Susan George
Head of Customer Services
