“A company that seems to have little respect for UK trading standards and consumer rights.
I have been trying to exercise my right to a refund for a faulty door supplied by Leader Doors for nearly three months now.
I am at a total loss as to why their customer service team think it is acceptable to ignore what is a perfectly legitimate request. I contacted them upon realising the dimensions of the door were incorrect by several millimetres, rendering it useless for my door frame. I contacted Leader by email and provided evidence of the fault.
They did respond, apologising for taking such a long time to do so, and advised they would collect the faulty door would be on Friday, 15th January but the collection didn't happen. Again, several emails later and I've not heard anything since.
It seems like Leader Online has very little respect for UK trading standards and consumer rights and I'm horrified I used them before checking their reputation online first.
I now have a door I can't use, am out of pocket and have no idea what to do now!”
“If I could leave a minus star review I…
If I could leave a minus star review I would. Please read the other reviews before you purchase from these clowns.
I purchase some Deanta doors a few months back from Leaders, I had them installed by a professional fitter (personal friend)
All the edges that were trimmed (in accordance with their recommendations) were then sealed.
I now have splitting/delamination, which is near the center of the door alongside the glazed section.
Leaders have said that Deanta have declined the warranty claim saying that I didn't seal the edges of the doors and moisture has got in and that is what has caused the issues.
They (Leaders)have never seen a pic of the edges to know whether they were sealed or not (which they were) PLUS and here's the biggie, I've spoken with DEANTA DIRECTLY and they know NOTHING about a declined warranty claim, saying that the Email DIDNT come from them!!!
Would I buy Deanta doors again, definitely, would I buy from Leaders? NEVER.
Plus, as everyone else has said,once they have your money they NEVER answer their phone.
AVOID, AVOID AVOID”
“Doors are an appalling quality and state. Joints are all split with massive dents in the wood. Companies response was it is my fault when in fact a professional joiner from a joinery firm attended and also was disgusted on the state they had arrived! Would not at all recommend and will not be purchasing from them again. Waste of money time and effort. Customer Service is also disgraceful!”
“I’ve been trying to contact them for my order which I haven’t received yet for more than a week. No answers, order says dispatched on website company yet the delivery company sent a message saying that nothing was dispatched or received by them. Order will be rescheduled for delivery when received. Trying to email and call this company no answer or response. Highly unprofessional, starting to think that this company is nothing but a scam.”
“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!”
“I order 1 to many doors by my mistake and I spoke to someone on online chat which changes my order they said my refund will take up to 7 days after 10 day I still not received my refund try calling but they never answer the phones so I tried online chat again and the guy said it will be paid by the end of the week the week went by and still no refund so I spoke to someone online chat again and they said sorry but it will be in 48hours
7 weeks now and still no refund and now they are not answering my emails or live chat”
“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.”
“On 26th August I ordered 9 doors and paid for them .
On 10th September I received notification that my order was ready for shopping.
On 4th October I was informed the doors that I had purchase and paid for were not a available, and would I accept an alternative .
After several messages going backwards and forwards, my order was amended.
I received notification that my order would be delivered on Friday 28th October, it didn’t arrive and no one from the company contacted me to update me on this.
I tried calling Saturday and the phone lines were closed, I emailed and didn’t get a response.
I’ve made 3 calls today and was on hold for, 31minutes and 51minutes to the existing customer option , when I elected the new customer option my call was answered in 19 minutes and I was informed that someone from customer services would call me back they didn’t.
I’ve emailed again attaching screen shots of my call attempts
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“Avoid!
We ordered a bi-fold door for our bathroom from Leader Doors, which arrived damaged. We contacted Leader Doors to send a replacement, but have been fobbed off and are now trying to deal with, what seems a non-existent complaints department.
We have a completed bathroom with no door! Avoid at all costs, unless you want to receive faulty, damaged doors and then be ignored.”
“I can honestly say this is the worst company I have EVER dealt with online. Waited six weeks for my door which didn't arrive on quoted date. Emailed them 3 days later to enquire where my door was and they replied advising it would be delivered the following week but no communication from them or tracking info is provided which is very poor. They use a courier called DX, if you check their reviews online you will be shocked, review after review stating doors delivered damaged. Guess what?....my door arrived BADLY damaged. It came a day late because it went to wrong depot, the courier obviously knew it was damaged as they just dumped it on my drive and drove away, didn't knock or leave a note. Please read the next bit, I will keep it short and factual but it is important you read on. I contacted leader doors customer services and corresponded with someone called John and sent him pictures of the damaged door. Initially he replied promptly to my emails and said I could return the door or accept a £50 partial refund. As the door was only for an outbuilding and damage was all on the inside face I accepted the offer of a refund. Sadly after 2 weeks and no sign of my refund despite emailing them several times I am now being ignored, no replies whatsoever. Perhaps they think I will just go away? No chance, I have all correspondence in emails and will be proceeding with legal action against them. I just wish I had read the poor reviews of others and purchased elsewhere. There are plenty of reputable other companys to buy your doors from who have good customer service. Take my advice and stay well clear of leader doors or you could very well regret it.”
