Leader Stores Reviews

Name: Leader Stores
Address: Leader Stores,103 Whitby Street South,Hartlepool, Hartlepool
Rating: 3.44

3.4 Rating 681 Reviews

58 %

of reviewers recommend Leader Stores

3.4

Based on 681 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 35%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0845 054 3500

Email:

garymurray@leadergroup.co.uk

Location:

Leader Stores,103 Whitby Street South,Hartlepool
Hartlepool
TS24 7LH

Write Your review

Tell us how Leader Stores made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Leader Stores 1 star review on 15th March 2024

Mrs Patricia Pitkethly

Anonymous

Anonymous // 01/01/2019

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I recently brought a hard wood front door frame it came on time and not damaged . I ordered it over the phone and the young lad I spoke to was very helpful and curious .”

Helpful Report

Posted 10 years ago

“Furniture we ordered is very good but each time I have contacted customers services by online chat, I have not been very happy. On 3 occasions I have been promised a call back but it never happened and meant I had to go back online and re submit my questions. I also had on order cancelled, as the product was discontinued and promised a refund. That didn't happen and when I went online to ask about it, it appears the accounts team hadn't done it. Goods are fine but customer service is not very good, I'm afraid. I was going to order a replacement bed for the cancelled item but because of the 'non callbacks' and no refund yet, I decided to buy from somewhere else.”

Helpful Report

Posted 10 years ago

“Excellent pricing, easy to use website and goods arrived well packaged.”

Helpful Report

Posted 10 years ago

“Excellent customer service. Shall be doing business again with you. Recommended.”

Helpful Report

Posted 10 years ago

Thank you for your feedback Tracie, and thanks again for your order.

Posted 10 years ago

“Our first order was next day delivery very efficient . we were delighted. our next order was not in stock prior to Christmas and we are still waiting. Then we had a message that some of the flooring was damaged so we will have to wait again . Not so good”

Helpful Report

Posted 10 years ago

“Disappointed not informed sooner that not all of my order was in stock. Despite being advertised as next day delivery. Resulting in a delay in getting flooring installed. However I am very pleased with the quality of the goods. Because of discrepancies on the website I have ended up missing out on one of the 12 DAYS OF CLICK-MAS offers of a further 15% off my order. Given that this would have amounted to approximately £90 I feel sure you can understand my disappointment and frustration. The problem arose because the 2 items I wanted to buy 6 of 1 and 1 of the other were advertised on the website at a discounted price. However when you clicked on the link to take you to the product the price came up at the normal price you sell it at. As I was coming through a cashback site I did not want to lose this additional benefit. I have only now had the time to be able to contact you. I was told that this was an error on the websites part and that they should have been removed last week and changed back to the original figures. If you advertise an item at a certain price you are duty bound by law to sell at it that price. It is no use claiming it was a mistake, I can accept that it is in order to correct the mistake , but only after you have met your requirements under the law. If you are gong to change your offers then you need to make sure that all prices are changed at the same time. One further point, with regard to the 12 DAYS OF CLICK-MASS offer you need to clarify within the headline banner about it that it only applies to that days offer. By failing to quantify it as such you are saying that all the CLICK-MASS offers are valid for however much longer it is valid for, at this juncture that is 7hours 44 minutes. Hope this helps.”

Helpful Report

Posted 10 years ago

“Package arrived very quickly and was well wrapped, however when opening up the package there was damage in 2 places on the long edges, luckily I was able to cut around the damage because the shelf lengths enabled me to.”

Helpful Report

Posted 10 years ago

“Order fulfilled as promised. Only one slight and mysterious issue. When checking up the order, was told that a message had been left ... But the message never arrived ( despite checking that phone number provided was correct) Otherwise all fine. Thanks”

Helpful Report

Posted 10 years ago

“My initial question was answered promptly and the product was of good quality and as described”

Helpful Report

Posted 10 years ago

“Very happy with the product Thank you.”

Helpful Report

Posted 10 years ago

“excellent product, some errors over delivery”

Helpful Report

Posted 10 years ago

“V good service but your couriers are of varying quality. 1st one was ETS. Didn't turn up by 4. I called, got a call back to say it would be an hour, several calls and hours later, lorry turned up at 7.30, my husband had to actually help get the doors off the pallet as well as the lorry, and then the driver asked if he could park up on the drive for half an hour because his taco said he'd been driving for too long so we ended up with him drinking coffee in our house while we had dinner. 2nd courier was TNT - came before 9am, doors had extra protective packaging on and driver brought them both into the house. Be good if you could use TNT all the time!”

Helpful Report

Posted 10 years ago

“Stunning Light, was looking for something simple and elegant but with sparkle as I have 2 over the top ceiling lights. This goes perfect in my living room. Recommend the product the only reason I haven't selected 'Very Good' is due to the courier company delivering to a complete stranger.. however I did eventually get my light.”

Helpful Report

Posted 10 years ago

Good Afternoon Daniella, Thanks for your feedback, I will look into which courier your items were sent with as they are not supposed to leave items with neighbours unless instructed firstly by the customer. Many Thanks, Gary Murray Leader Stores.

Posted 10 years ago

“Doors look great and arrived in perfect condition, best price I could find. Delivery cost was reasonable considering the size and weight and if you spend more it can be free. Delivery guy was very pleasant and helpful.”

Helpful Report

Posted 10 years ago

Hello Robert. Thanks for the feedback, we greatly appreciate it. I'm glad you liked the doors you ordered! Many Thanks, Gary Murray Leader Stores

Posted 10 years ago

“Flooring is excellent, easy to lay.......... only problem I had was, when I visited Hartlepool store to collect product, it was not there and had to drive to Middlesbrough to collect it.”

Helpful Report

Posted 10 years ago

Hi Carol, Glad you liked your flooring. Yes, the item was in stock just up the road in the Middlesbrough Store. We would have been able to arrange it to be delivered to Hartlepool but it would have taken a few days. In any case, thanks for the feedback, I appreciate it very much. Many Thanks, Gary Murray Leader Stores

Posted 10 years ago

“We were notified in advance when the items would be delivered and they were delivered within the time-slot. I had called before ordering to check how certain we could be that the colour would match the illustration on the website and was told that there was no guarantee. It turned out that the colour was quite different, but we decided that we could varnish it to the colour we wanted. There were also some flaws in the finish. I sent photographs of these and was given the option of returning the goods or accepting a discount. We accepted the discount. I had to work around the flaws, but the end result is that we have what we wanted.”

Helpful Report

Posted 10 years ago

Good Morning Sherville, Thank you for the feedback we greatly appreciate it. Since your order was placed we've retaken images to better capture the finish/colour of the contiplas board you ordered. I am glad we could come to a suitable resolution for you. Many Thanks, Gary Murray Leader Stores

Posted 10 years ago

“We had a "dodgy leg" problem with the bunk bed we ordered which prevented it from being assembled (with all the components strewn across the bedroom floor).............it did take a little longer than we had hoped to resolve it but leader stores pursued the manufacturer on our behalf and we did eventually get a replacement part but only after peristent reminders. The bed is fine and we are happy with the product and with leaders involvement. Definitely use them again.”

Helpful Report

Posted 10 years ago

Good Morning Robert, I'm glad we could finally resolve the issue with the leg on your bed being incorrectly manufactured. It did take longer than I had hoped to arrange for the replacement to be sent out, but I'm glad I could be of service and help you out. Many Thanks, Gary Murray Leader Stores

Posted 10 years ago

“Fantastic Flooring at a great price . Excellent service . Only downside was timescale . When ordering it said 7 to 10 days and in stock when actually item was out of stock and I waited 4 weeks . I suggest you check stock level before placing order.”

Helpful Report

Posted 10 years ago

Hello Robert, Thanks for the feedback, we appreciate all feedback good or bad as we are always looking to refine our service. It is unfortunate that the items were out of stock at the point of order, but as you mentioned I would also recommend always checking stock before placing orders online (On any website for that matter!) Many Thanks, Gary Murray Leader Stores

Posted 10 years ago

“We ordered some Rattan garden furniture from the site - a modular 6 piece rattan corner sofa set. We'd been looking for a few months and their product was just what we wanted. Leader offered us a great price match too. Unfortunately when we first saw it on the site it was out of stock. On using their on-line chat to find out when stock was due they offered to keep me updated by email on when it was due to be back in so I didn’t have to place my order and commit my money, but had the option to go elsewhere if the stock due date went out. Eventually stock came in and we duly ordered it. Great delivery experience with a text on the day before the agreed delivery date to confirm they were coming, followed by another text early on the day confirming window of delivery, and they came early in the slot. Unfortunately when we unwrapped it, it was not modular as was shown on the Leader site AND the suppliers site when we had looked several weeks before. On checking the 2 sites after delivery, the supplier’s website had changed to show a small note that the product was no longer modular. Not being modular meant it did not offer the flexibility of layout or ease of storage that we specifically wanted I used email to advise the person with whom I had placed the sale. They swiftly responded, duly apologised and confirmed they would investigate. Discussions with Leader confirmed the supplier had failed to advise Leader of this key change in the design. Leader worked hard with the supplier to try to get a modular one for me as my first preference, but to no avail. So we agreed a return (and as the supplier was at fault they would make the pick-up). This was difficult as the supplier didn’t want to play ball as there were several customers in the same situation. But after a week or so my product was collected and Leader provided a very swift full refund. Plus a compensatory voucher to spend on their site as a good will gesture for the problems I had experienced. Throughout the sale and the recovery they kept me regularly informed via polite and courteous emails. Plus their on line chat was also good. Whilst I didn't get what I wanted in the end, the person whom I dealt with throughout (for the sale and the recovery - Gary Murray) was someone who clearly only wanted to help me. Both were positive interactions and as someone with over 20 years in customer service management I was impressed with the service wrap that I experienced and would not hesitate in using them again. NB: This opportunity to review the company is a nice touch showing they are interested in how their customers perceive them. As a small company it’s a shame they appear to have some suppliers who don’t strive for the same high standards. But as long as Leader use each of the events as an opportunity to learn and improve and challenge those suppliers then they can only get better Just one suggestion…..Reading some of the other reviews it might be wise for Leader to mark some products as “use e-chat or call us to check availability and delivery timelines”. That would help manage customer’s expectations better and avoid some of the complaints..”

Helpful Report

Posted 10 years ago

Good Afternoon Jim, Thank you for the detailed feedback. As explained when dealing via email I will work to take everything you've said into account and ensure we refine the service. We were unfortunately let down badly here which impacted both ourselves and yourself. I'm glad we could be of service though and hope to hear from you in the near future. Many Thanks, Gary Murray Leader Stores.

Posted 10 years ago

“Great customer service. The item we ordered wasn't in stock, so we received a phone call and after a bit of negotiation were offered a more expensive door in similar design with the same delivery date. The web ordering system is a little quirky - if the item you want has different sizes you cannot order from the product detail page then you get a message to state quantity when you click "Add to basket", but there is nowhere to state the quantity! You have to go up one level the list of various product sizes on the product summary page to order.”

Helpful Report

Posted 10 years ago

Good Morning Stephen, Thanks for the feedback, we will be sure to take it on board and see if we can optimise our service further. I can only think that you may have been using a mobile device when ordering? As the issues you described should not have occurred on our Desktop Site. We've since relaunched our website/mobile site with brand new features to ensure it is more user-friendly. Many Thanks, Gary Murray Leader Stores

Posted 10 years ago

Leader Stores is rated 3.4 based on 681 reviews