“I sincerely appreciate Mrs. Zamora Lisette for her dependable support. She resolved my withdrawal issue promptly and ensured the entire process was smooth and stress-free.”
“I was told I’d have a 2 hour window in which my delivery would be in, then got a phone call at 7am telling me that the driver was 3 minutes away from a job I live an hour away from”
“Unreasonable Return Process & Serious Consumer Rights Concerns
I had a very poor experience with Leaser Online, and I would strongly advise others to proceed with caution.
The goods supplied were not fit for purpose and not as described. In addition, important information such as the weight of the items was not clearly stated, which created a potential health and safety risk when handling heavy doors.
When I attempted to return the items, I was instructed to use specific return locations that are extremely far away (up to around 95 miles). This is clearly not a reasonable or accessible return option.
The only practical location (Slough) was stated as unavailable, which made the return process even more difficult. As a result, it appears that the company is making returns unnecessarily difficult, preventing customers from resolving issues in a fair way.
Furthermore, the cost of returning the goods is higher than the value of the items themselves, which is completely disproportionate. I offered a reasonable compromise, including contributing towards collection, but this was refused.
I have kept full records of all communication and have escalated this matter through Klarna dispute. I am also considering further action through Trading Standards.
Overall, this experience has been extremely stressful and time-consuming.
I would recommend that other customers consider this carefully before purchasing.”
“Very poor handling of a basic issue and effectively non-existent customer service.
Two tiles in one pack were clearly defective and unusable due to a manufacturing fault. I reported this with photos and, while I didn’t explicitly request a resolution, I still expected a reasonable level of customer service—especially as I mentioned I would be placing another order.
No action was offered and the case was simply closed.
When I followed up, responsibility was shifted back to me for not stating that the tiles were required. I was then told this falls under the recommended 5% wastage. This explanation doesn’t hold up—wastage is for cutting and installation, not for defective goods supplied with the order.
While this didn’t prevent completion of the job, it does mean I paid for faulty items, which does not align with expected consumer rights. The issue itself is minor, but the way it was handled was very poor”
“Extremely disappointed with this company.
I ordered a £200 door which arrived **damaged**, clearly due to poor packaging or handling. At the time my entire home had recently been flooded, I am ALSO 8 months pregnant - so I didn’t open the parcel the exact day it arrived. However, for a £200 item I would reasonably expect it to be packaged well enough to arrive in perfect condition.
When I contacted customer service to report the damage, it took **two days to receive a reply**. During that time, rather than going through the hassle of returning it and arranging a replacement, I made the decision to hang the door and repair the damage myself - essentially doing the company a favour by saving them the cost and logistics of a return and replacement.
Their solution? **A £15 refund.**
That’s about **7.5% of the purchase price**, which doesn’t even cover the cost of the repairs I had to carry out myself. It leaves me with a damaged door instead of the brand new one I paid for.
For a company selling products at this price point, the customer service and resolution offered are frankly **embarrassing**. I expected them to be fair and reasonable, especially when the damage was clearly not my fault.
Needless to say, I won’t be ordering from them again.”
“Order LO211036D2C > White Primed Door Lining Set (120311) very low quality product. We hired professional installer to fit the door with the door lining. It broke easily and we have to look for replacement else where. The carpenter/installer do not recommend this door lining set at all.
We started the return process but it doesn’t look easy. Shared all pictures evidence with Leader Online. Probably it was intentional so Leader Online is hoping that we don’t return the low quality item.”
“Absolutely appalling experience from start to finish.
I ordered internal doors from this company and what should have been a simple transaction turned into a drawn-out nightmare involving three separate deliveries, all of which arrived damaged.
After the second failure, I was explicitly assured that additional protective packaging would be added to prevent further damage. That assurance meant nothing. The third delivery arrived in even worse condition — and without the agreed packaging. By this point I had taken multiple days off work, rearranged commitments, and made myself available each time in good faith.
To add insult to injury, the company offered a laughable £10 partial refund for the damaged door — completely disproportionate to the repeated failures, lost time, and disruption caused.
The product has now been discontinued, leaving me with no replacement option and completely undermining the purpose of the purchase. I also had trades booked in for fitting, causing further disruption and stress.
What is most disappointing is not just the repeated damage, but the handling of the situation. After three failed attempts, there was no meaningful accountability, no proportionate resolution offered, and no acknowledgement of the financial impact and inconvenience caused. Instead, responsibility was deflected and the matter dismissed as “final.”
Three damaged deliveries. Agreed arrangements ignored. Time off work wasted. Product discontinued. Laughable £10 “compensation.” No proper resolution.
This is, without question, the worst customer service experience I have had.
I would strongly advise anyone considering ordering from this company to think very carefully and explore alternative suppliers.
This review is a factual and accurate account of my experience.”
“Rotten to the quickest. Significant damage and issues with 2 doors. £55 delivery fee, packaging dirty and tatty. Should have smelt a rat then. Broken hinges, one door combination of gold and silver hinges. One plastic door knob without a matching partner, which I wouldn’t have used anyway. Carpenter hung the doors and made good the damage, at my expense. Carpenter was engaged to do the work and was not again available for 4 weeks, had no alternative but to have doors fitted. Thoroughly awful company and their products are shoddy. Stay well away.”
“Misleading advertising & unacceptable service
The doors delivered were not as advertised on the website. I was later told the listing itself was wrong — yet over two weeks later it still hasn’t been corrected, which shows the company is clearly continuing to mislead customers.
The doors were collected, but I was not refunded the full delivery cost. £9 of the delivery charge was kept, meaning I’ve been left out of pocket entirely because of their own mistake — advertising the product incorrectly and sending the wrong doors.
This feels like a deliberate attempt to pass their errors onto the customer. Completely unacceptable and I would strongly advise others to avoid.”
“Awful experience had from this company. Ordered a worktop and upstands online for my kitchen. Also chose the home delivery option and fee offered to me based on my address. I then received a text a day or 2 later to say my items will be ready for collection the next day. I then contacted them due to confusion over why they weren’t being delivered. I was then told that I would have to travel to Hartlepool to collect them as they didn’t fit in their vans! This would have been a 4hr round trip for me! What sort or home hardware store doesn’t own vans big enough to deliver the items they sell and offer delivery for? I then requested a refund which I was told had been processed but still have not received. Wouldn’t ever use this company again. Had I not contacted them to query, then the items would of still been awaiting collection. Nothing was communicated to me about the items being for collection nor did it state it anyway when processing the order.”
“Absolutely shocking after care for customers, waiting almost a month and still not had my refund back, customer service agents simply don’t care at all and are rude
With zero empathy and care towards their customers. I will never be using this company again”
“My partner recently ordered 2 sets of matched doors, on the call she advised the sales prevention team that she needed advice about what to order and explained what she required. She was not advised about rebate kits or the fact the handles she ordered weren't really appropriate for the usage intended. When she contacted the sales prevention team, the response to her was poor. Having spent an initial £1,000 we were happy to pay for the rebate kits we needed however asked, as a gesture of good will, that the shipping was waived. Answer was a blunt no, and no responsibility was taken for the poor advice. I am in the middle of a full house renovation and that's a further 20 doors requiring replacement. In addition our carpenter, who works on bespoke house renovations also agrees the service we received was substandard and will be ensuring he makes his clients aware. For the sake of a very small amount of commission the greedy Sales "advisor" has cost this company a serious amount of money, purely by not caring or willing to be supportive and helpful. Sorry Leader on Line, not good enough and with service like this, don't expect to remain a leader for much longer. I would suggest you invest in some customer experience training for your sales prevention team.”
“I had a to return a couple of doors and…
I had a to return a couple of doors and the way it was dealt with was not acceptable.
I sent the order back from London to Middlesborough and they wouldn't accept it saying it wasn't in the original packaging even though it was. They were abusive to the courier driver and called me a d****** over the phone.
Seems like they employ a bunch of thugs. Customer services were not willing to do anything about it.”
“Ordered flooring, late delivery advised. Delivery then didn’t turn up at all, called to find out apparently van had broken down and wouldn’t be able to deliver for another 4 days - had paid extra for quicker delivery and needed it before then so cancelled. Have now been waiting over 3 weeks for refund and still haven’t got it. Excuses every time I ring and still not sorted. Absolutely disgusting service. DO NOT USE”
“Still nothing from leader doors, they’ll reply to the review but not do anything. If I don’t hear back I shall escalate this further.
You also delete any bad reviews of your products which breaches consumer regulations and advertising standards.
If I have to take this to the small claims court I’ll be claiming for consequential costs as well.”
“Purchased 10x doors from Leader Doors as we really liked the look of them in the pictures used on their website, however...
The doors received are nothing like the ones in the pictures on their website. The doors supplied are cheap and nasty moulded internal doors. This is not stated on the product page.
Contacted customer services for a return and refund under their "Hassle-Free Returns
Changed your mind? No problem. Return your order within 28 days for a full refund, simple & stress-free." To be met with nothing but trouble. I have been told to send 6 photos of each door, showing all 6 faces of each door, quite why, I have no idea as even if they have damage on them, they would have been delivered damaged!
The doors were delivered and within 45mins I was on the phone explaining that the doors are NOT what they show in the picture and that I wanted them collecting for a full refund.
I have sent several emails, all of which have been ignored.
I have called and asked to speak to a manager to be told "that won't be possible"
I would advise to exercise caution when using this company.”
“I ordered 2 oak door which when they were hung were obviously different colours. When I emailed the company it was yhe usual I should have checked in 48 hrs.. this fault wasn't immediately apparent until they were hung. Leader door have said this is a variation of the grain which is totally false. I will continue complaining. Although judging from the terrible reviews here it will be a upwards struggle”
“I have ordered quite a few doors from you in the past, have had a few issues but always recomended you because of good prices. Recently had an issue with one of the doors, as I trimmed the edge it revieled a nasty looking green and black knot. I understand wood is natural product but I have never come across anything like this in all the doors ive hung. My customer is really not happy with it and wants it replaced. Unfortunately after speaking to your customer service they seem to think this is an acceptable finish! Would you like this on one of your doors? I know I wouldn't. It actually looks worse in person than it does on a photo aswell.”
