I ordered two doors from Leader in September 2021. After months of waiting and calls they finally arrived in January 2022. By this point our builders had completed our work and the carpenters were no longer on site. I therefore had to contact a new tradesman to install the doors and so a date was booked for March. I checked over the packaging (a thin layer of cellophane & some cardboard) and could see no obvious rips or tears. Therefore, as I had to wait a few weeks for installation, I kept the doors wrapped in order to protect them from dust and they were left in a safe spot. When the carpenter unwrapped the doors he found one to be faulty. The laminate has peeled off in multiple places and in large sections. This damage/fault was categorically not caused by us as the doors were securely and safely stored. I contacted the company to claim a refund or replacement, they refused. I explained to them that the consumer rights act states that ‘You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.’ They tried to argue that the damage should have been reported in 24 hours (clearly the law says 6 months) and that faulty only applies to manufacturing defects. Actually the consumer rights acts states that ‘faulty’ applies to goods that are not of satisfactory quality which includes damage. It also clearly puts the onus on a company to prove that the damage wasn’t present when I received the product, and of course they can’t do this because I didn’t damage them. I explained this but was told that ‘We are well aware of the law, we deal with customer reporting damages and faults day in day out as part and parcel of our job.’ I mean I can see this by reading all the 1 star reviews. I just find this response to be utterly telling, not to mention rude. Really it’s not clear whether the peeling laminate is caused by damage or a defect with the glue, all I know is that the door is not fit for purpose. I have spoken to Citizen’s Advice who agree that the company are in breach of consumer rights and they have reported my complaints to trading standards. If you have had a similar experience please call them on 08082231133, they are so helpful and answer calls within minutes, unlike Leader Online. Unless this company are reported then their awful customer service will persist. I am now waiting for Leader to reply to my email regarding which ‘Alternative Dispute Resolution’ scheme or trade association they belong to so that a third party review can begin. If they refuse to cooperate I will be forced to take this to a small claims court. Ultimately all I want is a new undamaged door or a refund, an entitlement supported by the law of the land.