“Placed order on the 18th Monday for e day click and collect its not there. I am getting told Friday that's 5 days. Can't get through on the phone. I am now left with no flooring as the nan doing it has lifted it. Really awful service”
“Purchased 42 boxes of flooring from this company, emailed them saying that I’d over ordered on four occasions.
They never responded to my emails as they probably didn’t want to pick them up.
I was in the 14 day contract. They totally ignored me.
I purchased the laminate flooring and it was extremely easy to scratch.
I’m two weeks now into this on the floor and I’ve got several large scratches across the middle It was the Oak Coffee - Robusto not very robust indeed, steer clear from this company hence the reason why they’ve got poor reviews.”
“DO NOT order from this site!!!!we bought 28 packs that we are unable to use due to how poor the floor is I’m absolutely devastated. I’ve sent at least two emails a week for about 5 weeks to them complaining,it even says on there automated response the reply within 24/48 hours,well thats a lie. I’ve left a review and my only resort now is trading standards as no one is getting back to me. I really am devastated that we have waisted so much money on this company for us now have to go to B&Q to buy more flooring. please listen to me and don’t make the same mistake as I did ordering from them.
Since writing a bad review and posts on Facebook which by the way the have all got deleted! I got an email back which said~
“Hi Rebecca
Sorry to hear this, this is with the manufacturer at the moment. I will chase them for a response however they are based overseas. I will come back to you ASAP with further information.
Thanks
John”
Overseas??!! You are based in Hartlepool why is someone from overseas dealing with my complaint. I bought it of your company,I’ve been dealing with the customer service team who is based in the uk so how can someone from overseas help me with my complaint? I have so much evidence on how bad the flooring is so I can prove that this is not someone trying to make a fuss I generally I’m disappointed.
Edit 19/9/24
Also the nice reply they put under this post is all a pack of lies it’s actually really mind numbing!! no one has gotten back to me today after someone telling me they have passed it over to the manager and they will be in touch. It’s not only me that has had problems with the customer service of this company, you can find this out your self by looking at the reviews.
Finally got a response-
Hi Rebecca
We need better images of the planks that are not fitting together properly. You will need to take it up with the fitter that is fitting them. If you are struggling to get them to fit together we will need a video of how you are trying to fit them together.
This does not seem like a fault from the information supplied this seems to be a fitting issue.
Kind regards
John
My response-
Right this response is sickening. Have you not seen the pictures I have sent to you, the video I have sent to you just a few hours ago? The proof that clearly the floor is horrendous! The fitter seemed to fit the floor from B&Q fine yesterday with no problems at all with the same clip groves and patten as your flooring. From what I gather we don’t have to take anything up with the fitter as he is perfectly capable of putting flooring down. You have taken at least 4 weeks of not more to get back to me with this information only to tell me it’s our problem not yours. We have literally had to permanent marker the floor due to the gaps that have been left and the chips that have already accumulated. I would be more than happy for you to send a fitter to the house to try and clip together the floor them self,I will also be more that happy to get a letter head sent to you by the installer along with his qualifications, as well as opening more packs of flooring that baring in mind you could have back, to send you videos of the floor not slotting together. But what ever floor I open I want a full refund for. Do you think we want to be in this situation having to pay out more money for more flooring. Also not to mention as I forgot, the driver who actually delivered the floor dropped a pack but I didn’t say anything due to human error.
To conclude we have 22 unopened packs of floor, we expect a full refund and the packs of flooring to be collected. Not only have I had to wait weeks for this response, the customer service has been appalling from your behalf. I have waisted so much time emailing you and not to forget the stress this has caused me and my partner for all these weeks.
If this does not get solved by your self I will have to take this further as I’m not under any circumstances letting this go.
Kind regards”
“The customer service is pretty dire by anyone's standards. Getting a reply to your emails is unlikely and a phone calls go unanswered or you're on hold for ages. I could have gotten over it if the product was decent quality. However I have to say I'm hugely disappointed in the look, quality and overall finish of the Alnwig Oak - Chevron Parquet 8mm Laminate. It should be made clearer on the product description that the chevrons don't match up in some places. It's not easy to tell from the online images. I didn't realize this was how the design is supposed to appear until an installer came to fit it. Absolutely devastated - looks awful, but I don't have the ability to pay another installer for another days work, so I'll just live with it till I can replace it.”
“My experience with Leader has been abysmal from start to finish. Avoid this company at all costs! First their "customer success team" (hah!) member told me on the phone that the panels would arrive already assembled. They arrived as a kit, with the packaging shredded and one piece broken. I returned them at a cost to me of £125 (courier) in the same packaging, which I had supplemented with extra tape, but three of the four packs arrived damaged. The courier wouldn't let me claim on the insurance as the packaging was inadequate. I spent 40 minutes on hold on the phone to Leader, only to be told that I couldn't get any refund because Deanta, the manufacturer of the panels, needed to be told of any problem within 72 hours and I took longer than that. But I didn't send my money to Deanta, I sent it to Leader Floors - total passing of the buck! Leader ignored all my emails until I requested a formal complaint and then they told me it was all my fault and there would be no refund. So I am £360 out of pocket with nothing to show for it - no panels, and no refund. I wish I had never heard of Leader Group and would urge others to steer well clear - their products are poor quality, badly packaged and their communication is appalling. AVOID this company!!”
“AVOID THIS COMPANY ! WASTING TIME !
I ordered 3 times to be deliver to the same address . First time was delivered on time . 2nd and 3rd time they said they couldn’t find the address. I called them and they said they will arrange the redelivery 5 days later including the weekend . WHATS THE POINT I PAID FOR NEXT WORKING DAY DELIVERY (£65.00) when you can’t deliver according to it ??? I have to cancel the order and reorder to get it quicker however it happened again ! This address can be found in the google map , how come the driver couldn’t find the address ???
And they are also very bad in stock update ! I ordered 36 pack of the laminate flooring , they only call me saying that it’s not enough stock a day before delivery ! And suggested me to change the flooring. WORST COMPANY EVER ! !”
“Stay clear! Skirting boards have been down less then 6 months and they look terrible all the laminated has pulled away on every single corner which has not been knocked or had any damp ! Was told it’s normal wear and tear!”
“supplied me with poor quality luxury vinyl flooring .Joints are all separating, floor is uneven and creaks when joints are walked over. Customer service slow to respond. AVOID BUYING FROM THIS COMPANY”
“TERRIBLE SERVICE.
Delivered my flooring but failed to wait the allocated 15 mins for my arrival (I was there 9 minutes later. 6 mins remaining)
They said they would redeliver as soon as possible but resold my flooring which I’d already paid for.
Estimated delivery dates keeps changing.
They take my money fast enough but can’t refund me for 14 days.
AVOID AT ALL COST”
“Worse company ever. I did order 26th of August, estimated delivery 2nd September. 11th September I asked them is something's wrong that they still didn't sent my order. They answered it will arrive in week commencing 21st of September. What a surprise... It didn't. I asked them again today (26th September) when it will arrive. They answered "I can have this arranged for you for any week day from Tuesday 29th". This is disgusting! Month after order (I paid same day) and they didn't even send it yet!”
