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Leader Stores Reviews

3.5 Rating 679 Reviews
58 %
of reviewers recommend Leader Stores
Company Reviews Product Reviews
109
 Questions Metrics
3.5
Based on 679 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
Read Leader Stores Reviews
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Phone:

0845 054 3500

Email:

garymurray@leadergroup.co.uk

Location:

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

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Leader Stores 1 star review on 15th March 2024
Anonymous
Leader Stores 1 star review on 23rd November 2023
Svetlana
Leader Stores 4 star review on 27th April 2016
Jason Cahill
Leader Stores 5 star review on 18th April 2016
Perminder Chana
Leader Stores 5 star review on 14th April 2016
Mrs Patricia Pitkethly
Anonymous
Anonymous  // 01/01/2019
Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Andrew Martin
Verified Buyer
“29.4.16 - Materials ordered and paid for as per order 2.5.16 - I rang leader stores to confirm delivery date - confirmed Wednesday 4 May 3.5.16 - I rang leader stores to confirm delivery date - confirmed Wednesday 4 May (again) 4.5.16 - delivery did not arrive. Rang leader stores to be told the delivery had not been sent ( my wife had taken a day off work - cost £xxxJoiner booked to arrive to start Wednesday night - cost £xx. Was promised £50 compensation, which is yet to arrive. 6.5.16 - delivery arrived. Package damaged on route and 14 panels damaged, 6 badly damaged. 9.5.16 (Monday morning) I rang Leader stores to report the damage and was asked to send photos. Photos sent at 17.22 that day 11.5.16 - I rang leader stores to enquire what was being done about the damage as no confirmation or response had been received. Told the photos had been received, the damage was acknowledged and that a repeat order would be sent on Thursday for arrival on Friday 12.5.16 - I rang Leader stores to confirm the order would be delivered on Friday. I was told the order was on the manifest and would be with us Friday. Consequently my wife arranged to take a day off work. 13.5.16 - I rang Leaderstores to enquire what time delivery would arrive. Told the order had not been dispatched. Again my wife had taken another day off work at a cost of £xxx So, to summarise, I order £950 of material in good faith. The delivery service was appalling, which resulted in two lost days work for my wife. The materials we've received are very poor quality. With many boards having significant damage”
Helpful Report
Posted 7 years ago
Brian Taylor
Verified Buyer
“Product never arrived. When I eventually chased it up I was informed that it was no longer available despite still showing as 'in stock' online. Have since received a prompt refund though”
Helpful Report
Posted 8 years ago
Good evening Brian Thank you for taking the time to leave us your review. We apologise for the stocking error on this however we did pop an email over to your email address on file the day after receiving the order to explain the error. The product has now been fully removed from the website. We would also like to take this opportunity to sincerely apologise for any inconvenience caused on this occasion. Kind regards, Leader Stores
Posted 8 years ago
Judith Hopkinson
Verified Buyer
“We have now been given a refund for the damaged door and offered a discount on any subsequent order, so are satisfied. Thank you.”
Helpful Report
Posted 8 years ago
David Young
Verified Buyer
“I ordered two planks of mahogany faced contiboard which arrived quickly as advertised, however one was the wrong size. I contacted them first thing on a Friday morning and they promised me the correct board would be despatched for Saturday delivery. I finally got it on Wednesday and labelled for overnight delivery not Saturday am. The whole sorry saga had delayed me four days and I had spent hours in the phone to them and the courier before it was resolved. Someone was telling 'porkies. I will not be using them again. l bet they don't post this on their website!”
Helpful Report
Posted 8 years ago
Hi David Thank you for leaving us your feedback. We always aim to post every review, good or bad; as every opinion from every customer matters to us - as we are always striving to improve our level of customer service. We would also like to take this opportunity to sincerely apologise for any inconvenience caused by the delay. Kind regards Leader Stores
Posted 8 years ago
Julie Norman
Verified Buyer
“I ordered the goods on 16th December 2015 and the items were shown as in stock. When I hadn't received them by the end of December I sent an email asking when the items would be received only to be told that they had been ordered from Belgium and you were awaiting for delivery. You have also taken payments even though the goods still haven't been received !!”
Helpful Report
Posted 8 years ago
Good afternoon Julie Thank you for leaving us your review. With regards to the payment being taken; this would always be the case upon the customer placing an order on the website as usual, although we would like to apologise if this was not made clear. Having looked at your order, I can see that one item on the order is currently being held up on it's way into us from the supplier. It is currently on the water and the container is due to dock early next week. As soon as this delivery arrives into us - you will receive a phone call from the transport team to book in a specific delivery date of your choice. If at any point during this time you feel you can no longer hold on for the order, you are welcome to cancel for a full refund at any point. We are also in the process of generating an online discount code for you, which we will send over via email; to come part way to apologising for the inconvenience caused by this delay. Kind regards
Posted 8 years ago
NICOLA PAGE
Verified Buyer
“Great selection, good prices, that said the customer service is awful. Ordered lights first week in December, still haven't arrived, have called a number of times and I'm told I will get a call back. I haven't had one call or email, so I'm still no closer to knowing if/when I will get my lights.”
Helpful Report
Posted 8 years ago
Good afternoon Nicola Thank you for leaving us your feedback. Having looked at your order I can see the inital delay was due to a missing part from your order, which was incorrectly supplied from the manufacturer. We have had this same issue on a couple of occasions from the same supplier which we are currently looking into as it is causing an inconvenience due to delays to a number of our customers. Here at Leader Stores we pride ourselves on striving to give customers the best customer service experience possible, even when order delays or issues are out of our control. We will be sending an online voucher code to you via email for any future orders with us, as we would love to be able to prove our usual high standards of customer service experience. Kind regards Leader Stores
Posted 8 years ago
Margaret Good
Verified Buyer
“I ordered two 8' x 3' sheets of timber at a cost of £160. When delivered it was substandard and 3 days late. It was supposed to be delivered 'next day' and I needed this to be the case as I had a joiner booked. Whent the product actally arrived it was warped and only partially usable. As the project was late I told the joiner to go ahead and use what he could and then I 'phoned your 'Customer Services'. I was told as I had used the goods (I had little choice as the late delivery had eaten in to my allocated time) I had accepted that they were as ordered and I had no comeback. In compensation I was offered a voucher for £50 which I could only redeem on another purchase and that will never happen.”
Helpful Report
Posted 8 years ago
Julia Samuel
Verified Buyer
“The item took a long time to be delivered, l needed it urgently and was not happy with the colour, it is cream not white, because it is now so close to xmas l have no time to return it and to find another light. A very expensive mistake, will not buy on line again.”
Helpful Report
Posted 8 years ago
Darren Symonds
Verified Buyer
“Great product, appalling service. Took a day off to wait for delivery as arranged with Leader. What they failed to tell me was that my gate was "still at the hub" on the designated day, which I did not find out until I contacted them at 4.30pm after waiting in all day. Customer service skills = zero. How hard would it have been to let me know that they had screwed up my delivery?”
Helpful Report
Posted 8 years ago
Good afternoon Darren Thank you for leaving us your feedback. As we use a national courier service to delivery our goods we must firstly take this opportunity to sincerely apologise on the couriers behalf for the delay on your order. As a retailer we would always expect any delivery issues to be passed onto us from the couriers as soon as they occur, and they appear to have let us down on this occasion. This however is a very rare occurrence, and is far from our usual high standards of delivery and customer service. Kind regards
Posted 8 years ago
Joan Wilson
Verified Buyer
“Despite paying £12 for postage it took a few weeks for the package to arrive. I was disappointed that a delicate object like a lampshade was not in a box, there were quite a few wrinkles on the shade when it arrived, which is not surprising as it only had bubble wrap around it - colour and quality of lampshade fine but condition not. Would send it back but it wouldn't be worth the hassle.”
Helpful Report
Posted 8 years ago
Joanne Lindsay
Verified Buyer
“Ordered a bed frame and mattress on 8th November. The mattress was delivered on the 16th and was perfect. The bedframe was due to be delivered on the 17th. When the delivery arrived I received just 1 of 2 parcels - the footboard, two side panels and slats. The delivery guys were insistent that everything was in the box but it was quite obvious that the large headboard was not in the box ! I called Leader Stores and was told that as the bed was coming from the manufacturer they were unaware that it would come in two separate parcels. They promised me that the missing part would be delivered the following Friday (20th November). Nothing arrived. To cut a very long story short I am still waiting for my bedhead on 5th Dec after numerous phone calls, unanswered emails, several promised deliveries and missed work days waiting in for fictional deliveries. To be fair I think the problem is with the supplier / delivery agent but I still think the communication from Leader Stores has been woefully poor. I have now have notification from two different delivery companies that my parcel will be delivered on both Friday am and Monday am so I will wait and see. I might end up with two but more than likely will end up with nothing !!!”
Helpful Report
Posted 8 years ago
Mrs Deborah Smith
Verified Buyer
“I am still waiting for my order”
Helpful Report
Posted 8 years ago
Good morning Thank you for leaving us your feedback. I must firstly sincerely apologise for the delay on your order. We are just awaiting delivery of the 2nd item on your order. We have spoken to the supplier this morning to chase this up for you - We will also be in touch via email today with an update for you. We will make sure this is sorted as quickly as possible. We would also like to apologise for any inconvenience caused. We will be in touch very shortly. Kindest regards, Leader Stores
Posted 8 years ago
Pauline Cunnington
Verified Buyer
“The quality of the goods is good. However, the service was poor. The website stated that the goods would arrive with me in 5-7 working days and that I would receive an email informing me of when they would arrive. After 9 working days with no communication from Leaders, I emailed and asked when I could expect my goods. I received no reply at all, although the goods arrived 2 days later. However, the inner packaging was damaged although, fortunately, the goods were not.”
Helpful Report
Posted 8 years ago
Good Morning Pauline, Many Thanks for the constructive feedback, I appreciate it. I apologise that you feel the service was poor, this is always disappointing to hear from customers and it's especially disappointing to hear that you received no response to your email query. Our customer services team try to respond to all emails within 24 hours, so if this was missed I do apologise. I also apologise that there was a delay in delivering to you and hope that not too much of an inconvenience was caused. I hope the items look great once in use. Many Thanks, Gary Murray LEADER STORES
Posted 8 years ago
J Vaughan
Verified Buyer
“1 of the 3 products was unavailable, even though I was able to order it on the website. I ordered on 21 September 2015 but the goods didn't arrived until 15 Oct - 18 working days. I had to hang on the phone for 15 minutes to get through to customer services to 'arrange delivery' and when I did get through they were unable to change the delivery address from my home to the office (on the same site). Finally, the goods were poorly packed loose in a plastic bag rather than in a box with packing to stop them rattling around.”
Helpful Report
Posted 8 years ago
Good Afternoon Jill, Thanks for the feedback on your order. I really do apologise for the out of stock items on your order. Unfortunately these are highly popular products and the supplier had received a large order from a different retailer prior to your order with us. This meant we had to wait for production of the items which you had ordered before we could get them to you. I really do apologise for any inconvenience. With regards to the delivery address, due to online orders being highly susceptible to fraudulent transactions we take every precaution to protect our customers from Credit/Debit Card Fraud. This means we must deliver to the registered billing address for the card. I also apologise if your items were poorly packed. This is very disappointing to hear, as we expect all items to be sufficiently packaged, so that they arrive for you in the best possible condition. I will be looking into why this wasn't the case with your order. Many Thanks, Gary Murray LEADER STORES
Posted 8 years ago
Asiyah Muhammed
Verified Buyer
“I firstly purchased a pallet of Mugs which turned up broken. I rang in and after speaking to 4 different advisor's and the manager and after two weeks of constant phone calls which wasted 200 minutes of mine something was sorted. Poor service.”
Helpful Report
Posted 8 years ago
Good Afternoon Asiyah, Thanks for the feedback on your order. I can only apologise that the issue was not resolved in a faster manner. I know that the issue was resolved but the management team could have worked harder to ensure it was resolved far quicker. I hope that you were happy with your purchase in the end. Many Thanks, Gary Murray Leader Stores.
Posted 8 years ago
Christian-Frederick Mattner
Verified Buyer
“after writing 7 mails to the leader management I received the items --but they were late--8 days late and too late to avoid substantial problems. The tenant for whose entrance door the item was intended--deducted a weeks rent= £ 250,-. The stable door was also slightly damaged on one corner. However--after having the door fitted on side of the bottom half of the stable door is showing substantial cracks in the wood and the frame --at the joint is splitting/cracking. I will need to have the complete door replaced and refitted and painted. Please comment on the offered remedy. Regards C.F.Mattner, Prof.Dr.hc”
Helpful Report
Posted 8 years ago
Good Morning Christian, I apologise that you have had to make a number of emails to the Managagement team and I also apologise for the issue with the delivery being late. Regarding the damage to the door, we normally state that once a door is fitted we cannot accept liability for damage as it could have been a fitting issue. However if there are substantial cracks/splitting in the door then we can arrange a site visit from the manufacturer as it could be a manufacturing fault. If it is found to be a manufacturers fault, then we can arrange for a refund. Please contact customerservices@leaderstores.co.uk and this can be arranged for you. Many Thanks, Gary Murray LEADER STORES
Posted 8 years ago
Rob Eberstein
Verified Buyer
“Promised 4-5 delivery date, then when called found out they were out of stock. I bought from Leaderstore due to their availability (they were not the cheapest), so therefore cancelled order and bought from someone else who was cheaper (I had to wait for delivery - but exactly the same time as Leaderstores)”
Helpful Report
Posted 8 years ago
Hi Robert, Thanks for the honest feedback you have given us, we appreciate it very much. Apologies first of all for the delay on the stock of the doors you had ordered. These doors are advertised on a 3-5 day lead time and this is generally the case. As they are ordered in from XL Joinery we ocasionally find that items can temporarily go in and out of stock which is usually rectified with a few days. This is down to the fact that they are highly popular products. We're working on improving our service by integrating with suppliers live stock feeds wherever we can. We've already got this up and running for a number of suppliers but unfortunately not everyone provides these as regularly as we'd like. It is something we're aware of and we're trying to address as we speak, we hope to have even more online very soon. Apologies for the inconvenience on the order and hopefully we did not cause too much of a problem for you. Many Thanks, Gary Murray LEADER STORES
Posted 8 years ago
Przemyslaw Piotrowicz
Verified Buyer
“The product was good, the delivery was late, due to the website claiming that the product is in stock when it was out of stock, and I made sure that the product I'm ordering is in stock as I was short on time. I have then made an amendment to the quantity of the product, called LeaderStores up, explaining the situation, was told that it has all been clarified and I will receive the amended quantity of my ordered product the next day. When the delivery turned up, the quantity was wrong, had to call up again to explain and ask for another delivery. Basically been held up for about a week before all got sorted out. If you're in a hurry I will not recommend this website. Otherwise price is good, and that's about it.”
Helpful Report
Posted 8 years ago
Good Afternoon Przemyslaw Piotrowicz, Thanks for the honest feedback, we really value your opinion. I apologise that the order as a whole wasn't perfect and that you sufferred issues. It looks as though there was a miscommunication on the order, which lead to the Customer Services team not leaving a correct note on the order, this then caused the incorrect quantity to arrive. Obviously this is disappointing for me, as well as highly inconvenient for yourself. I apologise and hope that we did not cause too much of an inconvenience to you. Many Thanks for the Feedback. Kind Regards, Gary Murray LEADER STORES
Posted 8 years ago
Brendan Wynne
Verified Buyer
“Returns policy is much too narrow. Before I had a chance to check the product, it had expired and they refused an exchange (size was incorrect).”
Helpful Report
Posted 8 years ago
Hi Brendan, We do offer 14 Day Returns on ALL orders, so from the day you receive delivery you have 14 days to check over the items and report any issues/incorrect items or even if you simply no longer need the item you can return within 14 days for a full refund. This is standard practice for most eCommerce websites. Sorry if you feel this was not long enough. I can see that your items were delivered on July 6th and you did not report damage until 28th July, making it 22 days from point of delivery. I would have to argue that 22 days is sufficient time to check the products and report them to us for any issues. Apologies if you did not see it this way. Thanks, Gary Murray Leader Stores.
Posted 8 years ago
Christopher Ryan
Verified Buyer
“I am a repeat customer for materials, I am very happy with the materials I ordered but disappointed with customer support. Although the order was low value (£20 inc' VAT and delivery) I had to email Leader stores twice to get an ETA on my order. My experience with my first order was much better so hopefully this is just a blip in service?”
Helpful Report
Posted 8 years ago
Good afternoon Christopher Thank you for your review. Your feedback is always appreciated as we are always striving to improve our customer service experience. Which on this occasion has not been up to our usual high standards. We're glad you were happy with your purchase upon delivery. We would also like to take this opportunity to sincerely apologise for any inconvenience caused. Kind regards Shaun Leader Stores
Posted 8 years ago
Leader Stores is rated 3.5 based on 679 reviews
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