“They sold me a door which wasn’t in stock and told me the day before it was meant to be delivered. They said it would be another 10-12 weeks so I cancelled the order. They said I would be refunded within 7 days and it’s nearly two weeks and I haven’t received it.”
“Everyone, please avoid this company!
Spent with them nearly £1000. The delivery had been delayed for several days. Once I finally got hold of the customer service, they mentioned that some of the items I've order are no longer in stock so I need to wait for another month. After two more calls, they finally agreed to part ship what's available. 2 door which are a very poor quality arrived and a few door handles, which were completely different looking than described online. The return had been arranged and the handles had been delivered to the seller a week ago. Unfortunately, the seller hasn't even acknowledged that and the refund has not been processed. I keep trying to phone them every day but no one is even picking up the phone. I've emailed them with no response. It's such a bad quality of the customer service. I just want my refund and will never going to order anything from this company!”
“I ordered two doors from Leader in September 2021. After months of waiting and calls they finally arrived in January 2022. By this point our builders had completed our work and the carpenters were no longer on site. I therefore had to contact a new tradesman to install the doors and so a date was booked for March. I checked over the packaging (a thin layer of cellophane & some cardboard) and could see no obvious rips or tears. Therefore, as I had to wait a few weeks for installation, I kept the doors wrapped in order to protect them from dust and they were left in a safe spot.
When the carpenter unwrapped the doors he found one to be faulty. The laminate has peeled off in multiple places and in large sections. This damage/fault was categorically not caused by us as the doors were securely and safely stored.
I contacted the company to claim a refund or replacement, they refused. I explained to them that the consumer rights act states that ‘You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.’ They tried to argue that the damage should have been reported in 24 hours (clearly the law says 6 months) and that faulty only applies to manufacturing defects. Actually the consumer rights acts states that ‘faulty’ applies to goods that are not of satisfactory quality which includes damage. It also clearly puts the onus on a company to prove that the damage wasn’t present when I received the product, and of course they can’t do this because I didn’t damage them. I explained this but was told that ‘We are well aware of the law, we deal with customer reporting damages and faults day in day out as part and parcel of our job.’ I mean I can see this by reading all the 1 star reviews. I just find this response to be utterly telling, not to mention rude.
Really it’s not clear whether the peeling laminate is caused by damage or a defect with the glue, all I know is that the door is not fit for purpose.
I have spoken to Citizen’s Advice who agree that the company are in breach of consumer rights and they have reported my complaints to trading standards. If you have had a similar experience please call them on 08082231133, they are so helpful and answer calls within minutes, unlike Leader Online. Unless this company are reported then their awful customer service will persist.
I am now waiting for Leader to reply to my email regarding which ‘Alternative Dispute Resolution’ scheme or trade association they belong to so that a third party review can begin. If they refuse to cooperate I will be forced to take this to a small claims court.
Ultimately all I want is a new undamaged door or a refund, an entitlement supported by the law of the land.”
“Totally agree with the very very poor customer service.
Last year I ordered 2 doors which arrived promptly and in good condition.
Because, I wanted to replace all my doors in the house I ordered 2 more at the end of last year. The doors didn't arrive when expected so I contacted them online and told me they sent a message saying i would have to wait until end of February 2022. They didn't arrive I asked 3 times for an update but have heard nothing so I am now trying to get my money back and I will get my doors somewhere else.”
“Leader Doors really are a very poor excuse for a company.
The day I was due to have doors delivered I phoned up to see what time they were coming, after a 45 minute wait I was told they were not coming today but 1 months time, so I asked for a refund but all Leader doors keep doing is e mailing me suggesting other products when all I want is my £400 back that they have had for a month.”
“Absolute joke of a company.
Brought door and handles in a package offer, apparently the code was not entered at checkout and so will have to purchase separately- yes of course that happened!
WISH I HAD READ REVIEWS FIRST
AVOID AT ALL COSTS”
“I purchased 10 doors from Leader Doors and 10 handles. I checked all the doors both on delivery and again when they were unwrapped and there were no faults. Once the doors were planed and fitted I noticed that the Oak veneer on one of the doors had started to peel away slightly in one section. I would assume that this section had not had the veneer glued properly. However, despite several months of emails between myself and a guy called John at Leader doors.
Leaders 1st said that because it was fitted in a bathroom this had caused the problem. The door was not in a bathroom.
They then said because we hadn't sealed the door this had caused the problem. We didn't seal the door because we noticed a fault.
They now say that because I didn't check the doors on delivery, they can't replace it !!!!! Also not once have they replied regarding the faulty handles I purchased from them.
They will use any and every excuse they can think of to put the blame on the customer. Avoid this company at ALL costs, they are a total joke.”
“The service i have received from Leader Doors has been very bad. Their after sales customer service has been appalling. First my Doors were delivered several weeks after it was ordered and when it got delivered almost 2 months after the order at the time I was very ill with Covid and my building work was halted . When i got better and i checked the doors i realised the wrong doors had been ordered . Clear doors instead of obscure. I called asking to exchange the doors i even offered to cover the cost of pick up but leaderdoors coldly told me they could not help me becuase i was past exchange period. I pleaded explaining i had been ill and as such didnt look at the doors when it was delivered as work was on hold, then they ignored my email and i called after a long hold the person who came tonthe phone said I will nit get a response to my email and i should take from that whatever i felt that means. I was shocked. I put a review up here on trustpilot about how badly i was treated then i got an email 3 weeks ago from Leader doors asking to send picture of the doors in their original packaging, i sent the pictures and then heard nothing for 3 weeks, i chased several times and was told i will hear back from the manager, i finally called again today and was told the account manager at Deanta- (the manufacturers of the doors) have refused to accept the doors. I took it upon myself to call Deanta to understand why they would outright refuse me when the doors are still in perfect condition and Deanta said they were never contacted by Leader Doors on my order, this to me is shocking as I cannot understand why Leader doors is so unwilling to help a customer out. This is probably the 10th door i have bought from Deanta this year and i intended to buy more through Leader Doors but definitely will not be doing so again. Its really frustrating when you feel you are being shunned unnecessarily because it's after sales and they dont care. How they expect to continue to grow and thrive with their business is beyond me, with these sort of lies and indifference to customers. Meanwhile if you call them you are on the phone for over an hour and they never ever call you back to update you on an outstanding issue. It has been an extremely frustrating experience i have 4 unusable doors costing almost £1000 and it didn’t sound like Manufacturers are unwilling to help, they were never even approached.”
“Do not order from Leader Doors! When arrived the Door is damaged. Phoned to arrange replacement, they asked me to email photos which I did. I Had to phone numerous times, Every time I phoned I was in a Queue for at least 50 minutes before I got to speak to someone. Tried the online chat with no look and never got a reply to any emails. Eventually got a response saying I will not get a replacement or refund because I never realised it was damaged on delivery. Shocking customer service! Will never use or recommend this company again!”
“Very unhelpful customer service, only refund to their one office which is very remote, so unless you're willing to pay a lot for delivery don't use them.
Also, the quality of the door is misleading on the description, avoid at all costs. I'll publish this review in as many places as possible to ensure people don't use them!”
“Ordered an external gate which was appropriately treated using a leading brand of outdoor varnish several times. The gate quickly bowed and was clearly not fit for purpose.
Customer service was appalling and slow.
Recommend you don't use this company - as pretty much EVERYONE on this review site has already said. Wish I had read them before using the company.”
“Extremely poor customer service. Its shocking that companies like these still think they can last with such bad service. They are only interested in new business not with looking after existing buyers. Its a shame really.”
“Unfortunately, very disappointed in this company. When I bought it they said it would be delivered in 10 days. Then they changed for over 1 month. I canceled the order. And getting the money back was very stressful. They leave us on the phone line for over 1 hour and never answer. It's terrible. It was a struggle of almost 2 months to get the money back. I had to hire a company to help me get my money back. Be careful when buying from this company. I still don't understand how a company like this continues to deceive people. This is a crime. Don't buy from this company for anything in this life, they'll kill you with rage. So tell me I didn't tell you.”
“Worst customer service department and horrible experience doing business with this company. Once customer does the purchase after that the nightmare being. Product will not delivered on time and client has to call customer service department multiple times”
“Very very poor customer service
Very very poor customer service. Send me wrong doors, customer takes an hour to answer calls. Email takes 2 days to get reply. Definitely NOT worth buying anything from this company.”
“ADDITION: Wed 8th December: We waited weeks and weeks for this order and from the 3 doors we ordered - ONLY TWO arrived. No reply from Leader doors after several emails. Just told from the delivery company that the next batch is arriving late January and they have no idea whether we'll receive the door we ordered and paid for in October. ABYSMAL. SCAM. AVOID!!
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AWFUL!!!! AVOID! BUYER BEWARE! Ordered 3 doors 6 weeks ago - NO update NO answer to endless calls NO email replies. Says on website that the delivery will now be on 30 December, way past our builder's deadline!! Absolutely horrified! Will proceed with legal action!”
“Interesting business model...
Fail to fulfill order to or just simply Ignore at least, what, 40% of your customers?.. According to the feedback here?
Never quite dealt with a company like this.
You only need to read the reviews to understand how bad it is.
The phone line take an hour or more to get through to anyone, an hour! To get someone telling you your doors are on there way.
and often the line just cuts out according to others, and good luck getting an email response or any indication as to where your order is.
I wonder what on earth is going on with this company.”
“Awful constantly contacting them no answers won't respond to our email paid for doors still not arrived contacted trading standards DO NOT BUY FROM THIS COMPANY”
