“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
“Don’t buy a single item off this company I bought 7 doors and two of the doors were water damaged I contacted the company and was told to phone delta doors witch I did and was told I had to deal with leader as they were the ones that sold me the doors so I phoned them and asked to speak to the manager and was told the manager was in a meeting so I asked them to call me back which never happened so called the following week and was told the manager was in a meeting again so after sending numerous emails of photos of the doors they said they could not refund me as the timescale that had passed I had to buy another two doors at a cost of £87 pound for each door and £55 delivery this company I wish I had done my homework on this company as I would never have used them I am unemployed at the moment and paying for faulty goods twice is so unfair for such a big company do not buy anything from them you will just end up with hassle if you can get someone to deal with your issue read all the reviews and make your own mind up all I have had is hassle and a waste of time from the delivery”
Dear Stewart,
I'm deeply sorry to hear about the problems you've encountered with your door order and the difficulties in resolving the issue. This is certainly not the level of service we aim to provide, and I understand how frustrating this must be, especially given your current circumstances.
We want to make this right for you. Please reach out to me directly at feedback@leadergroup.co.uk with your order details. I will personally ensure that your case is reviewed and addressed promptly.
Thank you for bringing this to our attention, and I apologise for the inconvenience caused.
Best regards,
Susan George
Head of Customer Services
“The door is difficult to shut. It does not hang properly. It looks unfinished too. The wrapping is still stuck to the door as well. There is also a hole at the bottom which lets serious draught in.”
Dear Customer,
I'm very sorry to hear about the issues you've experienced with your door. This is certainly not the standard we aim to deliver. We would like to resolve this for you as quickly as possible. Please contact me directly at feedback@leadergroup.co.uk so we can address these problems and arrange for a suitable solution.
Best regards,
Susan George
Head of Customer Services
“Doors were fine, however latches supplied were not compatible, customer service were really unhelpful and got passed round trying to get replacements sent out in time for carpenter booking. It ended up taking 6 weeks to get the latches (they were in tock they just have a ridiculous courier procedure through a 3rd party then forgot to send them), missed carpenter appointment which was then a cancellation fee, impossible to get through to their customer service team. Just don't bother, there's so many other similar companies, if you end up needing to deal with their customer service you will really regret going with them.”
Dear Andrew,
I'm very sorry to hear about the issues you encountered with the latches and the difficulties with our customer service. This is certainly not the standard of service we aim to provide, and I apologise for the inconvenience and frustration caused, including the missed carpenter appointment and associated fees.
Please reach out to me directly at feedback@leadergroup.co.uk, so I can personally assist you in resolving this matter and ensure you receive the support you deserve.
Thank you for bringing this to our attention, and I apologise once again for any inconvenience caused.
Best regards,
Susan George,
Head of Customer Services
“4 doors delivered wrapped in one layer of cellophane and no anti bump corner brackets.
Not surprisingly one door was really damaged.
Phoned customer service ( I was 26th in line) for a replacement, who told I had to send a picture via helpline email. This I have done 3 times with no reply yet.
I glad this is a private job, as a customer may not be so understanding. Just like most companies they are quick to take your money, but less forthcoming in replacements or refunds.
Sadly I won't be using this company again. Lol”
Dear Brian,
I am truly sorry to hear about the issues you experienced with your recent order and the lack of response from our customer service team. This is certainly not the level of service we strive to provide.
I apologise for the damaged door and the frustration caused by the packaging and delayed response. I would like to personally ensure that your issue is resolved as quickly as possible. Please reach out to me directly at feedback@leadergroup.co.uk, and I will assist you in getting a replacement door sorted out promptly.
Thank you for bringing this to our attention, and once again, I apologise for any inconvenience caused.
Best regards,
Susan George,
Head of Customer Services
“Bought click vinyl flooring and needed to return a pack. Took 3 attempts to get approval, when returned to them took 5 weeks to get refund after many attempts of communication. Floor fine but service and communication awful”
I'm sorry to hear about the difficulties you experienced with the return and refund process. It's clear we did not meet the high standard of service we strive to uphold, and I apologise for the frustration and inconvenience this caused.
We are committed to improving our customer service and communication, and your feedback is crucial in helping us identify and address these areas. If there are any unresolved issues or if you have additional feedback, please contact me directly at feedback@leadergroup.co.uk. I want to ensure that any outstanding concerns are addressed promptly and to your satisfaction.
Thank you for bringing this to our attention, and I apologize again for the shortcomings in our service. We value your feedback and are committed to making the necessary improvements.
Warm regards,
Susan George
Head of Customer Services
“Absolutely horrifically dealt with customer service! I’ve ended up never getting a refund for a product and I’ve emailed several times. Would never use ahain”
I'm truly sorry to hear about your experience with our customer service and the issue with your refund. This is certainly not the standard of service we aim to provide, and I apologise for the frustration and inconvenience you have encountered.
Please allow me to personally address this matter to ensure it is resolved to your satisfaction. Could you please contact me directly at feedback@leadergroup.co.uk with your order details and any correspondence you've had with us? I want to make sure that your refund is processed promptly and any other issues are properly handled.
We value your feedback and are committed to improving based on the issues you've raised. Thank you for bringing this to our attention, and I look forward to helping resolve this matter quickly.
Warm regards,
Susan George
Head of Customer Services
“I paid for a delivery in the flat . But he wouldn’t come drop it there . He wanted a kerbside delivery saying he did not have insurance . He was also very rude and swearing . I also waited for 3 hours and each time k got a message that he is reaching in 5 mins . Waited for 3 and a half hours . Never again .”
I'm truly sorry to hear about the difficulties you experienced with your delivery. This is certainly not the level of service we aim to provide, and I apologise for the inconvenience and frustration caused by the delay and the behaviour of the delivery driver. We expect our delivery teams to act professionally and accommodate customer needs within their capabilities, including adhering to agreed delivery terms.
Please allow me to address this issue directly. Could you please contact me at feedback@leadergroup.co.uk with your order details and any additional information about this incident? I will investigate this matter immediately to ensure it is appropriately handled and to discuss how we can rectify the situation to your satisfaction.
Thank you for bringing this to our attention. We are committed to improving our service and ensuring that such experiences do not occur in the future.
Warm regards,
Susan George
Head of Customer Services
“On the day I ordered my door, I was sent an email confirmation stating delivery would be 22/05/24. I desperately wanted the door. I requested Annual Leave (I work Emergency Services, so short notice leave isn’t easy to get). I was granted the leave..
Only to receive a further e-mail from Leader doors on the 13/05/24 that my door would now be delivered on the 14/05/24.
So, I have now taken a days Annual Leave because of this incompetent company which I actually didn’t need to take. I emailed my displeasure:48 hours ago and have had no reply. I WOULD NOT RECOMMEND THIS COMPANY”
I'm sorry to hear about the inconvenience and frustration caused by bringing your delivery date forward and the impact it had on your annual leave, especially given your critical role in emergency services.
Sometimes if stock becomes available sooner than expected, and we have a delivery in your area we will bring a delivery date forward as part of our ECO service. The majority of the time, customers are really pleased when we are able to deliver their order sooner than expected - but I understand that in this case in doing so this actually caused you a problem.
This situation is certainly not reflective of the high standards we strive to maintain at Leader Doors, and I apologise for the lack of prompt communication in addressing your concerns.
Please allow me to personally handle this matter to ensure it is resolved to your satisfaction. Could you please contact me directly at feedback@leadergroup.co.uk with your order details and any correspondence you have had with us? I want to ensure that we address your concerns thoroughly and provide appropriate resolution.
We value your feedback as it helps us improve our services. Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience you have experienced. We are committed to making this right.
Warm regards,
Susan George
Head of Customer Services
“I had a delivery of a damaged door from Leader doors. They totally messed up and said the wrong day for picking this up. When this was highlighted to them they managed to arrange pickup over two days? This was costly because they were not aware of the situation at their end. I have had to take action via pay-pal to get a refund even though I have done absolutely nothing wrong. They are holding back my refund like little spoilt children because I complained to them about the calamity of their actions.
Be aware that if you need to complain they are extremely likely to treat you with this pathetic behaviour.”
I'm truly sorry to hear about the issues you've experienced with the delivery of a damaged door and the subsequent difficulties regarding the pickup and refund process. This is certainly not the level of service we strive to provide, and I apologise for the frustration and inconvenience it has caused you.
We take your feedback seriously, and it's clear we need to address and rectify this situation immediately. Please contact me directly at feedback@leadergroup.co.uk with your order details and any pertinent communication you've had with our team. I want to ensure that your refund is processed swiftly and any other issues are resolved to your satisfaction.
Thank you for bringing this to our attention. We are committed to improving our service and correcting our mistakes. Your experience is not reflective of our values, and we will take the necessary steps to prevent such occurrences in the future.
Warm regards,
Susan George
Head of Customer Services
I'm very sorry to hear that you've had a negative experience with our company. We strive to provide high-quality products and excellent service, and it's concerning to hear that we may not have met those standards in your case.
We're committed to addressing and resolving any issues our customers face. Please reach out to me directly at feedback@leadergroup.co.uk with details about your experience so we can make things right. Your feedback is crucial for us to improve and ensure that such situations are properly addressed.
Thank you for bringing this to our attention, and I apologize for any inconvenience you have experienced. We are here to help.
Warm regards,
Susan George
Head of Customer Services
I'm very sorry to hear that your item arrived damaged. We strive to ensure all our products are delivered in perfect condition, and it's disappointing to learn that we fell short of this goal in your case.
Please reach out to us directly at feedback@leadergroup.co.uk with your order details and a description or photos of the damage. We will prioritise resolving this issue by arranging a replacement or refund as quickly as possible, depending on your preference.
Thank you for bringing this to our attention, and I apologize for any inconvenience this has caused. We are committed to rectifying the situation to your satisfaction.
Warm regards,
Susan George
Head of Customer Services
“Placed order in December, kept being told one item missing from order and they would let us know once in stock, we kept emailing for updates and got no response. Sometimes their telephone would not even connect. When we did manage to get through on a couple of occasions each time it was different supply or delivery issue and the expected dates kept getting pushed back and pushed back with more “explanations” and was assured someone would get back to us next day after being told they expected a delivery 10am next morning. Heard nothing. Called and then told delivery expected later in the month. We just decided to cancel our full order. Now waiting for a refund 5 months after ordering and supposedly we will get this within 2 weeks. I’m not holding my breath. Told them that we’d seen reviews and were concerned that the company is in financial difficulties and we wouldn’t actually get a refund.”
I am very sorry to hear about the prolonged issues you've faced with your order and the subsequent cancellation. It's clear that we have not lived up to the service standards we strive to maintain, and for that, I sincerely apologise.
The delays and communication breakdowns you described are certainly not acceptable and do not reflect our commitment to customer satisfaction. We are actively working to improve our supply chain processes to prevent such situations in the future.
Please rest assured, we are not facing financial difficulties, and your refund is being processed as a priority. I understand the wait has been frustrating, and I want to ensure that your refund is completed without further delay. Could you please reach out to me directly at feedback@leadergroup.co.uk so I can personally oversee this matter?
Thank you for your patience, and again, I apologise for the inconvenience this has caused.
Warm regards,
Susan George
Head of Customer Services
“This company is an absolute joke I ordered 2 doors the same Size but needed to change one for a smaller size it took me 3 days to speak to someone on the phone only to be told I would have to pay an extra £39 extra to give them back a £68 pound door for a smaller one , I am a 75 yr old woman and now I can't get a refund unless I package the door and send it special delivery to them I haven't got a clue how to do this or where to take it , I will never use this sham of a firm again I wish I'd read these reviews first”
I'm truly sorry to hear about the difficulties you've encountered with your order and the frustration it has caused. We always aim to deliver excellent customer service, and it's clear we fell short in your case.
Regarding the door size exchange and the additional charges, we recognise this situation could have been handled better, especially considering your circumstances. We are keen to resolve this issue in a manner that doesn't require you to manage complex logistics.
Please contact me directly at feedback@leadergroup.co.uk so we can make this right. We are committed to ensuring your satisfaction and appreciate the opportunity to address your concerns.
Warm regards,
Susan George
Head of Customer Services
“Don't buy from Leader doors. They are either scammers or facing insolvency. Taking orders for products they don't have or from suppliers they can't pay. We made an order of £2,270 on the 20th March and paid on line in full, with no stock availability issues highlighted. Our experience has been stressful and frustrating. Waiting for deliveries that don't arrive and spending 60 + minutes at at time trying to get through to someone to get an update, without success. We did receive some of the items eventually but for the remaining value of the order; £1.5k, deliveries have been repeatedly cancelled with stock availability issues given as the excuse. We finally cancelled the order only to be told we may have to wait 14 days for a refund. We can see that many customers have had a similar experience to us, making us suspect that the positive reviews have been generated by the company themselves. Our fear is that leaderdoors is trading insolvently and we won't receive a refund. Buyers beware.”
I'm very sorry to hear about your disappointing experience with your recent order and the concerns you've raised. It's important to us at Leader Online that all customer feedback is taken seriously, and what you've described is certainly not the level of service we aim to provide.
Please be assured that Leader Online is neither insolvent nor do we engage in any deceptive practices. We have faced unprecedented demand and supply chain disruptions that have unfortunately affected our stock levels and delivery times. This does not excuse the difficulties you've experienced, but I hope it helps to explain the challenges we've been dealing with.
I understand how important it is for you to receive a swift resolution, and I want to ensure that your refund is processed promptly. Could you please contact me directly at feedback@leadergroup.co.uk so I can personally look into this matter and expedite your refund?
We value your business and would appreciate the opportunity to rectify this situation.
Warm regards,
Susan George
Head of Customer Services
“Ordered flooring online as showing in stock, 2days later they emailed to advise of a stock delay. I request to cancel my order on 24th February and process a refund. After multiple emails with John in customer services & a complaint raised I’m advised my refund would be processed. I still have no sight of a refund a month after my first request. I can never get through to customer services on the telephone either.”
I'm very sorry to hear about the delay in receiving your refund and the issues you've faced with communication. This is certainly not the standard of service we strive to offer at Leader Online.
Please rest assured, I am personally looking into this matter to ensure that your refund is processed without further delay. I understand the frustration caused by such experiences and am committed to resolving this promptly.
Could you please reach out to me directly at feedback@leadergroup.co.uk with your order details? This will allow me to expedite the process and ensure we rectify this issue to your satisfaction.
Thank you for your patience, and again, I apologise for the inconvenience this has caused.
Warm regards,
Susan George
Head of Customer Services
