“It took over a year of turmoil before Leekes offered a mere £50 gesture of goodwill for the unacceptable customer service provided at the Cross Hands store. It is a myth that you pay extra at Leekes for good quality products and excellent customer service.
-A number of patched up scuff marks were noticed on the kitchen cupboards following kitchen installation by a Leekes approved fitter. It then took over five months for the fitter to undertake a substandard correction of one of the panels which left the work surface splattered with paint.
-We were left to insert all of the internal cupboard fittings ourselves and dispose of all the rubbish.
-No protective covering was used during the kitchen installation. This led to our newly purchased vinyl flooring being scratched and damaged beyond repair.
Please! Please! Please can everyone learn from our mistake. Save your money and avoid Leekes at all cost.”
“Just getting the word out about how unfairly I've been treated by leekes. Ordered a door in August still waiting despite being told.it was ready in Oct. Speaking to management and they're unhelpful and not accepting any fault for poor comms or delays. Avoid them if you can.”
“Poor customer service. Have been told for over a month that my order is due in 'next week' not sure how long they think a week is as middle of Oct to Dec isn't that. Customer service from shop floor to managers don't care and won't entertain you. No matter how often you chase them up. About and go to a competent company.”
“Visited the bilston store today,found a dining table and chairs ,was told it was in stock with a few days delivery ....brilliant we thought,however there was a 20 week waiting list so we asked if we could buy the display model only to be told No as they needed it to take orders from .we were also going to buy a coffee table and a rug ,well mr leeks manager you lost a £1,200 sale ...feel free to get in touch”
“I bought a bathroom from Leekes and had it fitted by Leekes. Leekes thought that it was acceptable to use another pattern of floor tiles when they cut too many and had gaps to fill (leaving me with an odd looking bathroom floor), Leekes thought that using grout that had expired in 2016 was OK so we now have grout that is cracking, uneven in texture and colour. Leekes thought it was OK to fit the radiator over an inch from the wall meaning the toilet and basin are now almost in the wet area of the bathroom. Leekes have left us with a toilet that blocks and leaks as well as not fixing the toilet or basin down to the floor. Leekes do not have any quality checks so if they do a bad job they never know. I would never recommend Leekes to anyone as certainly their idea of home improvements is not to improve things!”
“If it was possible, I would give a zero star review. Three weeks ago I ordered an item from Leekes online which has never arrived, I've been told it's being re-sent and still have received nothing. Of course I've been charged in full for the item, so I'm now down £320 with nothing to show for it. Despite this, I've not received so much as one courtesy phone call from Leekes about my order. I've been repeatedly promised that someone will phone me back with an update and I'm still waiting for a call. Leekes don't care about customers or service - that much is clear to me.”
“Awful experience. Items ordered were meant to be delivered within a couple of days. 2 months and numerous emails / calls from me later, I now get told that the last promised delivery date has been missed due to a van breaking down, and I need to wait a further 3 weeks. Unacceptable!”
“Unfortunately the cafe fell well below the standards of this otherwise excellent store. Service was slow(our sandwiches arrived long after we had finished our coffees) and the staff disorganised and disinterested. Other customers also remarked on the slowness of service. Quality of food not up to expectation”
“I ordered a new bathroom through Leekes and it was a dreadful experience. Products were incorrectly and over-priced. The delivery was a disaster with the wrong products being delivered and products missing from the delivery. The way the project was managed by Leekes was non-existent. I ended up having to project manage the whole installation and was constantly on the phone chasing them up. The whole project took three months longer to complete than was scheduled all due to Leekes' inefficiencies. Don't buy from Leekes.”
“Leekes are not a company to be trusted, they fail to deliver goods paid for after 4months of placing the order, then become extremely obstructive in returning payment that was agreed over the phone claiming that it was never agreed in the first place and I'm making it up! No customer service skills, no communication unless you contact them, and when you do they make you out to be a liar!! I have no idea how a company of this size survives giving service in this manner, I certainly wouldn't use again and would advise anybody looking to shop with them to think again, there are plenty of other companies that can supply the same goods at there prices (which aren't cheap) AVOID AT ALL COSTS!!”
“We bought a new kitchen from Leekes last year, after trawling around the usual suspects. We decided to go with Leekes because they were local, appeared to have a good reputation and, importantly, promised us that in return for the premium price we were paying (£20k all in) we would have a simple and stress free experience.
Nothing could be further from the truth.
First of all, the kitchen manufacturer turned up to deliver the kitchen unannounced one day, 2 weeks before we had agreed with Leekes it would arrive. When the kitchen was re-delivered, there was a lot of damage to doors which meant we needed replacements. A lot of what we ordered was shipped wrong, sink was wrong, under cupboard lights were wrong, each one of these required a call to Leekes to raise the issue and patiently keep asking them to check the part codes on the order as these didn’t match what was sent. It took 4 weeks to get all the right stuff sent through. Inconvenient but not earth shattering.
The order included items that were part of the original design that just weren’t required, but Leekes did take these back and refund without too much drama.
Where this all really went wrong for me was when the range cooker arrived, the delivery guys had to take the packaging off to get it into the house and broke one of the major control knobs off. I reported it immediately, Leekes advised us not to install it as it might affect our ability to return it, and then spent 3 weeks trying to arrange a repair or replacement until I finally threatened them with legal action to get a refund for the item. The manufacturer was aware and was willing apparently just to replace the unit, but apparently they couldn’t do this for us, they kept referring us back to Leekes as this was where the blocker was.
After agreeing Leekes would refund us we ordered an exact replacement from an electrical retailer and it arrived within 24 hours.
Leekes also forgot to order the matching extractor fan, by the time they got round to resubmitting the order, there was a 6 week lead time, so again we pursued them for a refund. We managed to get one delivered within 3 weeks.
The only bit of the project that was 100% was the worktops, Leekes use Cardiff Marble and I have to say they were excellent, they turned up when they were supposed to and delivered what we ordered. It was the only bit of the project that didn’t cause any issues.
The moral of this story is that although Leekes promised a simple stress free experience, it was the opposite. We had to do all the chasing, if we didn’t chase Leekes they just didn’t call us or do anything. Once the project was finished, I asked them for some small compensation to cover the fact that we couldn’t cook any food at home for 3 weeks and the 10 hours of phonecalls I had made to them over the 5 weeks of problems, they basically told us to get stuffed.
I resent that I spent so much money with a company that really doesn’t care about their customers or the customer experience. I would urge anyone in the market for any major projects like Kitchens or Conservatories, don’t go anywhere near these guys.”
“After reading the good reviews and knowing the company's reputation, I had no problem splashing out on a new dining set from them. Rude salesmen, dining set delivered with damage to every piece! Not overly surprising considering the lack of sufficient packaging coupled with how the delivery men handle the products. After a ridiculous process of trying to arrange collection and re delivery of a new set, that included them asking for a photo of every item that was damaged (9 photos) but only being able to email one photo per email or they wouldn't be able to see it, then telling us that they had only received 2 photos, then telling us someone would contact us and nobody did, then finally after constant chasing we find out it will be re delivered a MONTH later and they also wouldn't be able to collect the damaged set until a MONTH later. So I'm stuck with this set, and all the mess (because they made us unwrap every bit of it) for a whole month until they can come. Almost a month passes and we contact them again to confirm a date to be told it would be ANOTHER MONTH. What an absolute joke. We told them to stick it, rather have the refund. You'd think that when you're paying £1500 for a dining set that you'd get better service.”
“Abysmal delivery of online order. Date arranged, two separate texts from delivery driver on agreed date with two different time slots when we could expect them to arrive - times came and went, no sign of goods or follow up from delivery company. We had to chase delivery company and finally we we're advised by text they would not be delivering and we had to contact them to arrange a different delivery date. Hung around all day, absolutely ridiculous! Finally delivered order from Leekes a week later - Also ordered an item on line from Homebase, same delivery company (panther) same issue and still waiting for this item which appears to have been lost??”
“Ordered a kitchen for my mother who has alzheimers in the Coventry branch, which subsequently closed down before designs are finalised. Leekes now seem to think it is ok for us to travel to Bilston or branches in South Wales even though I have explained my mother cannot travel long distances. If I had known the store was announcing its closure within 2 days I would never have gone there in the first place.
The customer service has been appalling and they couldn't give a toss about my mother's health or whether she can visit the other store. If there was a minus figure for Leekes they would have it.”
“I Bought ceramic tiles from llantristant store. At the time, i pointed out that the boxes were damaged and was reasure that if any tiles were damaged they would gladly replace them, we had 10 damaged in 2 boxes. We had 22 tiles in substandard condition. Our tiler thought they were seconds as the finish was so bad. I returned them with the broken ones , and was met with a very rude assistant, who refused to change them. I asked to see the manager, only to be told that he was off. I then asked to see the assistant manager and was told he was off also, it was only when I told her that I was going straight to trading standards, that she offered to change them for me .HER ATTITUDE WAS NOT EXCEPTABLE.”
“Extremely bad after care on a bathroom purchase, very rude manager, after months of complaints and lots of tears, I've had no choice but to seek legal action. They just don't want to know now they have my money. Such a shame the lady who planned my bathroom originally was fantastic, but no longer works for leekes due to poor management”
“My husband and I made the worst decision of our lives when we rodered our kitchen from Leekes. The design was wrong meaning if it had been fitted we wouldnt be able to access our patio doors. After the units started peeling we were given a "free upgrade" - but have had nothing but damaged doors and the wrong finish units sent. A year on were still waiting for the units to match! The kitchen cost £13k, and is quite clearly not the high end durable investment it is sold to be. The customer service is appalling.Call backs are promised but never made. The stress and frustration is beyond a joke. We thought we were "treating oursleves" but its turned into a nightmare. Please be warned and take heed, I wouldnt want anyone to have the experience that we have suffered”
“ordered my dining table and chairs last month was informed it would be delivered today Friday the 27 th oct driver rang to say it would be between 1-3 o'clock turned up at 2 o'clock.
delivery guys where very polite brought in 2 of the chairs then disappeared for a couple of minutes, then the younger guy came in and said they had a problem the table had snapped asked me to go to the van and take a look by this stage i was fuming after taking a day of (unpaid) from work. the driver showed me where the table was damaged i was gutted to say the least. was straight on the phone to customer service to a lady i think was called Rhoslyn who was not very helpful all she wanted to know was if i was going to refuse/ not accept the delivery told her it was damaged so why would i take it I must say i was a bit abrupt with her after paying 1900.00 for the set only for it to go back on the van she did offer me a loan table i asked did they have another one of mine in stock and was told with a smile on her face not till January. told the delivery guys to take back the chairs as i would get a refund for it all they couldn't apologise enough and left after hearing my conversation on the phone, Rhoslyn told me i had to wait till Monday for my refund and someone would ring me for my card details. Still upset I went to leekes lantrisant to speak to someone face to face and was luck that Michelle i bought the set off was in the showroom told her what had happened and if there was anything she could do to bring the delivery forward rather than have a refund it took us 3 months to fine the table we like Michelle had the grace to apologise for what had happened and talked me into waiting till Jan and having a loan table funny how 2 different people working for the same company can handle customers. your delivery guys and Michelle are a credit to your company. Wayne Edwards.”
“I have been waiting for my dining furniture to be delivered, when it I arrived the dining table was badly damaged. I received a call off customer services to say we would not be able to receive another order until February. I understand furniture has to be ordered but I am now without a dining set (I have a family party on sunday) which I explained to the advisor and also a family to eat without a table. I thought we would have been offered an alternative dining table until our order came back in February, discount or at least a genuine apology, but nothing. Very disappointed customer who is forced to look elsewhere for an alternative.”
“Had double glazed windows and doors fitted September 2015.If we had known how bad they would be fitted or how terrible their customer service is, we would never have touched them. Should have gone with our instincts. I can't write all the problems we have had because there are just too many to list. We are still getting issues fixed with them now. One being our front door which has been replaced 6 times. Another being our bathroom window handle, which was scratched & dented by them. The man turned up this week to replace the handle, (which has taken 5 months) but he turned up with the wrong colour, even though I took a picture & sent it over to Linda.. To name a few of the issues we had:
Cracked windows installed
Wrong colour handles
Different sized vents
Wrong size windows
Wrong design windows
Scratched/damaged windows
Windows Installed incorrectly, ie, could see day light through the frame. Basically, screwed in the wrong way & pushed the window out.
Window seals outside, one side would have a massive gap & the other side no space.
The list goes on and on. We have been told by Leekes the installation was not good. Even when we had more issues they sent out the original window fitter, which I denied him access. He is apparently the fittings manager now....”
