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..