Thank you, Philip, for your kind feedback! We're so pleased to hear that the quality and delivery met your expectations and that you are happy with your doors. It's great to know that you would consider purchasing from Leader Doors again.
We aim to provide consistent quality and service, and hearing that we've achieved this with your order is very encouraging. If you need any assistance in the future or have any more feedback, please don't hesitate to reach out at feedback@leadergroup.co.uk.
Thank you for choosing Leader Doors, and we look forward to serving you again soon.
Warm regards,
Susan George
Head of Customer Services
Thank you for your feedback! We're delighted to hear that you found our website easy to use and are pleased with the value for money and speed of our delivery service. We strive to make our customer experience as efficient and satisfactory as possible.
If you need any assistance in the future or have any more feedback, please don't hesitate to reach out at feedback@leadergroup.co.uk. We're here to help and ensure that your interactions with us remain positive.
Thank you for choosing Leader Doors, and we look forward to serving you again soon.
Warm regards,
Susan George
Head of Customer Services
“Placed order in December, kept being told one item missing from order and they would let us know once in stock, we kept emailing for updates and got no response. Sometimes their telephone would not even connect. When we did manage to get through on a couple of occasions each time it was different supply or delivery issue and the expected dates kept getting pushed back and pushed back with more “explanations” and was assured someone would get back to us next day after being told they expected a delivery 10am next morning. Heard nothing. Called and then told delivery expected later in the month. We just decided to cancel our full order. Now waiting for a refund 5 months after ordering and supposedly we will get this within 2 weeks. I’m not holding my breath. Told them that we’d seen reviews and were concerned that the company is in financial difficulties and we wouldn’t actually get a refund.”
I am very sorry to hear about the prolonged issues you've faced with your order and the subsequent cancellation. It's clear that we have not lived up to the service standards we strive to maintain, and for that, I sincerely apologise.
The delays and communication breakdowns you described are certainly not acceptable and do not reflect our commitment to customer satisfaction. We are actively working to improve our supply chain processes to prevent such situations in the future.
Please rest assured, we are not facing financial difficulties, and your refund is being processed as a priority. I understand the wait has been frustrating, and I want to ensure that your refund is completed without further delay. Could you please reach out to me directly at feedback@leadergroup.co.uk so I can personally oversee this matter?
Thank you for your patience, and again, I apologise for the inconvenience this has caused.
Warm regards,
Susan George
Head of Customer Services
“This company is an absolute joke I ordered 2 doors the same Size but needed to change one for a smaller size it took me 3 days to speak to someone on the phone only to be told I would have to pay an extra £39 extra to give them back a £68 pound door for a smaller one , I am a 75 yr old woman and now I can't get a refund unless I package the door and send it special delivery to them I haven't got a clue how to do this or where to take it , I will never use this sham of a firm again I wish I'd read these reviews first”
I'm truly sorry to hear about the difficulties you've encountered with your order and the frustration it has caused. We always aim to deliver excellent customer service, and it's clear we fell short in your case.
Regarding the door size exchange and the additional charges, we recognise this situation could have been handled better, especially considering your circumstances. We are keen to resolve this issue in a manner that doesn't require you to manage complex logistics.
Please contact me directly at feedback@leadergroup.co.uk so we can make this right. We are committed to ensuring your satisfaction and appreciate the opportunity to address your concerns.
Warm regards,
Susan George
Head of Customer Services
“Don't buy from Leader doors. They are either scammers or facing insolvency. Taking orders for products they don't have or from suppliers they can't pay. We made an order of £2,270 on the 20th March and paid on line in full, with no stock availability issues highlighted. Our experience has been stressful and frustrating. Waiting for deliveries that don't arrive and spending 60 + minutes at at time trying to get through to someone to get an update, without success. We did receive some of the items eventually but for the remaining value of the order; £1.5k, deliveries have been repeatedly cancelled with stock availability issues given as the excuse. We finally cancelled the order only to be told we may have to wait 14 days for a refund. We can see that many customers have had a similar experience to us, making us suspect that the positive reviews have been generated by the company themselves. Our fear is that leaderdoors is trading insolvently and we won't receive a refund. Buyers beware.”
I'm very sorry to hear about your disappointing experience with your recent order and the concerns you've raised. It's important to us at Leader Online that all customer feedback is taken seriously, and what you've described is certainly not the level of service we aim to provide.
Please be assured that Leader Online is neither insolvent nor do we engage in any deceptive practices. We have faced unprecedented demand and supply chain disruptions that have unfortunately affected our stock levels and delivery times. This does not excuse the difficulties you've experienced, but I hope it helps to explain the challenges we've been dealing with.
I understand how important it is for you to receive a swift resolution, and I want to ensure that your refund is processed promptly. Could you please contact me directly at feedback@leadergroup.co.uk so I can personally look into this matter and expedite your refund?
We value your business and would appreciate the opportunity to rectify this situation.
Warm regards,
Susan George
Head of Customer Services
“Ordered flooring online as showing in stock, 2days later they emailed to advise of a stock delay. I request to cancel my order on 24th February and process a refund. After multiple emails with John in customer services & a complaint raised I’m advised my refund would be processed. I still have no sight of a refund a month after my first request. I can never get through to customer services on the telephone either.”
I'm very sorry to hear about the delay in receiving your refund and the issues you've faced with communication. This is certainly not the standard of service we strive to offer at Leader Online.
Please rest assured, I am personally looking into this matter to ensure that your refund is processed without further delay. I understand the frustration caused by such experiences and am committed to resolving this promptly.
Could you please reach out to me directly at feedback@leadergroup.co.uk with your order details? This will allow me to expedite the process and ensure we rectify this issue to your satisfaction.
Thank you for your patience, and again, I apologise for the inconvenience this has caused.
Warm regards,
Susan George
Head of Customer Services
“Unfortunately we failed Buying 101: Look at the 1 star reviews (in Leader Door's case, a quarter of the reviews) prior to purchasing. We purchased two doors in December and never received either. Calling customer service results in being put on hold for over an hour each time; emailing results in no reply at all; then, after multiple follow ups, a series of reluctant customer service agents who ask for the order number but display no other evidence that they are aiming to resolve your query despite that you have repeatedly asked for a refund.”
I'm truly sorry for the inconvenience and frustration you've experienced with your order. It's disappointing to hear that our service has not met your expectations, and we take your feedback very seriously as we strive to improve.
I want to assure you that we are committed to resolving this issue and providing you with the refund you have requested. The delay and lack of communication you described are unacceptable, and I appreciate your patience as we work to make this right.
Please contact me directly at feedback@leadergroup.co.uk with your order details. I will personally ensure that your case is prioritised and that we address your concerns promptly.
Thank you for bringing this to my attention, and I apologise once again for the difficulties you have faced.
Warm regards,
Susan George
Head of Customer Services
“Received my 2 doors in February and both were damaged on arrival. I sent an email within 24 hours to notify them of the damage. After several emails and a phone call I finally got an email response to say my 2 damaged doors would be collected and 2 new doors dropped off on the following Monday. Monday came and went. I then got a text Monday night to say my delivery would arrive on the Tuesday. Tuesday came and the delivery driver came to collect my 2 doors but had no replacement doors for me. This meant I had to cancel my carpenter who was due the next day. I sent about 10 emails and called 5/6 times, being on hold for an hour every single time. I got through on a few occasions and was told by refund would be chased and they'd be back in contact, no-one ever came back to me. I resorted to going through Klarna and asking them to contact leader doors and finally got my refund today after nearly 6 weeks. Absolute joke of a company with rude and arrogant staff! Avoid!!!”
I'm very sorry to hear about the issues you experienced with your order and the subsequent difficulties in resolving them. This level of service is not what we aim for at Leader Online, and I apologise sincerely for the inconvenience and frustration caused.
We are committed to improving our processes and customer communication to ensure that such issues are addressed more effectively in the future. It's concerning to hear about the difficulties you faced in getting responses and the impact this had on your arrangements.
Thank you for your patience and for bringing these matters to our attention. I would like to understand more about what went wrong and how we can prevent similar experiences for other customers. If you are willing to discuss this further, please contact me directly at feedback@leadergroup.co.uk. Your feedback is invaluable in helping us improve.
Once again, I apologise for the inconvenience you have experienced.
Warm regards,
Susan George
Head of Customer Services
“There is a lot more different companies to use for doors suppliers, please avoid in any circumstances LEADE DOORS.
No customer service, no contact at all, no contact with delivery company, no support.
Don’t use!”
I'm truly sorry to hear that your experience with us did not meet your expectations. We strive to offer the best customer service and support, and it's clear we have not lived up to those standards in your case.
We are continuously working on improving our communication and service delivery to ensure that our customers have a better experience. It's disappointing to know that you felt unsupported, and I would like to address any outstanding issues you may still have.
Please reach out to me directly at feedback@leadergroup.co.uk so that we can discuss how we might rectify the situation. Your satisfaction is very important to us, and we would appreciate the opportunity to try to make things right.
Thank you for your feedback—it is crucial for our ongoing improvements.
Warm regards,
Susan George
Head of Customer Services
I'm very concerned to hear about your experience and the significant delays in receiving your refund. Please be assured that Leader Online is committed to resolving any issues our customers face, and we are not operating as a scam company.
We take allegations like this very seriously, and I want to ensure that we address your concerns as quickly as possible. I would like to look into your case personally to understand what has gone wrong and ensure that your refund is processed immediately.
Please contact me directly at feedback@leadergroup.co.uk with your order details. It's important to us that we rectify this situation promptly and restore your faith in our company.
Thank you for bringing this to my attention, and I apologise for the distress this situation has caused.
Warm regards,
Susan George
Head of Customer Services
“I purchased a oak door that never arrived, I was unable to get a response from the company after leaving several emails, no response via many telephone calls. Their after sales is appalling. With no response i am not able to recover my money. No one should use this company.”
I'm very sorry to hear about your experience and the issues with the delivery of your oak door, as well as the challenges you've faced in contacting us. This level of service is unacceptable, and I apologise for the inconvenience and frustration it has caused you.
Please reach out to me directly at feedback@leadergroup.co.uk with your order details. I want to ensure that we address this immediately, process your refund, and investigate why you received no response previously. We are here to help and resolve this matter to your satisfaction.
Thank you for your patience and for bringing this issue to our attention. We are committed to improving our service and ensuring that this does not happen again.
Warm regards,
Susan George
Head of Customer Services
I'm very sorry to hear about the long wait you've experienced for your door. This is far from the level of service we aim to provide, and I understand how disappointing this must be.
We are committed to resolving this delay as quickly as possible. Please reach out to me directly at feedback@leadergroup.co.uk with your order details so that I can personally ensure that your door is delivered promptly. We value your business and want to make this right.
Thank you for your patience, and I apologise for the inconvenience this has caused.
Warm regards,
Susan George
Head of Customer Services
I'm truly sorry to hear about the difficulties you've faced in reaching us and the frustration this has caused. This is certainly not the experience we want any of our customers to have.
Please contact me directly at feedback@leadergroup.co.uk with your details. I will make it a priority to address your concerns personally and ensure we resolve any outstanding issues promptly. We are here to help and improve your experience with us.
Thank you for your patience, and I apologise for the inconvenience. Your feedback is crucial for us to make necessary improvements.
Warm regards,
Susan George
Head of Customer Services
“A company that seems to have little respect for UK trading standards and consumer rights.
I have been trying to exercise my right to a refund for a faulty door supplied by Leader Doors for nearly three months now.
I am at a total loss as to why their customer service team think it is acceptable to ignore what is a perfectly legitimate request. I contacted them upon realising the dimensions of the door were incorrect by several millimetres, rendering it useless for my door frame. I contacted Leader by email and provided evidence of the fault.
They did respond, apologising for taking such a long time to do so, and advised they would collect the faulty door would be on Friday, 15th January but the collection didn't happen. Again, several emails later and I've not heard anything since.
It seems like Leader Online has very little respect for UK trading standards and consumer rights and I'm horrified I used them before checking their reputation online first.
I now have a door I can't use, am out of pocket and have no idea what to do now!”
I am deeply sorry to hear about the issues you've encountered with the faulty door and the service you've received from us. This situation is certainly not in line with our commitment to customer satisfaction and UK trading standards.
Please allow me to take immediate action on this. Contact me directly at feedback@leadergroup.co.uk with your order details and any correspondence you have regarding this issue. I want to ensure that the faulty door is collected as soon as possible and that your refund is processed swiftly.
We value your rights as a consumer, and I apologise for not meeting those standards previously. Your feedback is essential for us to improve our processes and ensure this does not happen again.
Thank you for your patience, and once again, I apologise for the inconvenience and frustration this has caused.
Warm regards,
Susan George
Head of Customer Services
“Omg what a nightmare.
Im a pensioner that had to save up to buy a door.
The wrong one came and the driver took it back called his boss to explain.
I havent heard a thing since!
Tried to call tried to email nothing...
I feel stupid that i didnt keep the wrong door it would have been better than the nothing i have now...”
I'm truly sorry to hear about the distressing experience you've had with your order, and I can only imagine how frustrating this situation must be for you. It's particularly disappointing given the effort you made to save for this purchase.
Please reach out to me directly at feedback@leadergroup.co.uk with your order details. I want to personally oversee the resolution of this issue and ensure that the correct door is delivered to you as soon as possible. We certainly do not want you to feel left without support.
I apologise again for the inconvenience and the lack of communication you've experienced. We will make every effort to rectify this matter quickly and to your satisfaction.
Thank you for bringing this to my attention, and I look forward to hearing from you soon.
Warm regards,
Susan George
Head of Customer Services
“Disappointed with myself that I did not check out the reviews of this sordid company first. No customer service - beware the enticing claims on the site, all rubbish - impossible to get hold of, opaque returns policy which doesn't even give returns address other than HA in Hartlepool, tricksy website which auto- orders substitutes for items not in stock. Shocking. Trading Standards, where are you?”
I'm very sorry to hear about your dissatisfaction and the difficulties you've encountered with our service and policies. We aim to provide clear, transparent information and responsive customer support, and it's clear we have not met those expectations in your case.
We take such feedback seriously as it helps us to improve our service. I would like to address your concerns personally and assist you with any unresolved issues regarding your order or our returns policy.
Please contact me directly at feedback@leadergroup.co.uk with the details of your experience. I am here to help and ensure that we resolve any issues promptly and to your satisfaction.
Thank you for your feedback, and I apologise for any inconvenience and frustration caused.
Warm regards,
Susan George
Head of Customer Services
“Do not use this company. Spent thousands on the flooring then ordered the doors. Half was delivered and you cannot get through to customer service as they do not answer. It would be best if everyone when ringing press option 4 and it goes through to trade and they answer straight away but still waiting on doors or refund. WILL NEVER USE AGAIN !!!!”
I'm very sorry to hear about the issues you've faced with your order and the challenges in reaching our customer service. This is certainly not the level of service we strive to provide, and I understand how frustrating this must be, especially after such a significant purchase.
I appreciate you sharing your experience, and I want to ensure we resolve this swiftly. Could you please contact me directly at feedback@leadergroup.co.uk with your order details? I will personally oversee your case to ensure that the remainder of your doors are delivered as soon as possible or that a refund is processed if you prefer.
We value your business and are committed to improving your experience with us. Thank you for your patience, and I apologise for the inconvenience this has caused.
Warm regards,
Susan George
Head of Customer Services
“Purchased 8 doors from leader online set the delivery date ..waited for the delivery on the day only to receive a email saying delivery won't be made on that day and has moved to a later day couple days later hmm ok I assumed that would be ok..only to receive another email the next day to day the doors which I have purchased are not in stock hmm so why was I able to purchase them online from the website surely it wouldnt of let me if they was out of stock..anyways phoned them to discuss what's happened but no joy as was just a generic answer phone and was waiting to be answered nobody picked up only to it to be cut off phoned multiple times same thing..emailed them with my order number and got email back saying sorry for the inconvenience and I will be refunded back the full amount £700 ...still waiting on the refund ..really need this money back as I have no doors in the house except the toilet and bathroom door ...will never buy from leader again ...people stay clear of this scam door site ..”
I'm very sorry for the inconvenience and frustration caused by the issues with your order and the subsequent difficulties in communication. It is clear that we failed to meet our own standards for customer service and reliability in your case.
We aim to ensure accurate stock levels on our website, and it's evident there was a significant oversight regarding the availability of the doors you ordered. I understand the urgency of your need for a refund, especially given the impact this situation has had on your home.
Please contact me directly at feedback@leadergroup.co.uk with your order details. I want to personally ensure that your refund is processed immediately and to follow up on any other issues you may have. We are here to rectify this situation and to make sure you are compensated for this error.
Thank you for your patience, and once again, I sincerely apologise for the troubles you've experienced.
Warm regards,
Susan George
Head of Customer Services
“One month ago I did order doors but because out of stock I didnt get so I did Ask about refund money. I sent 4 emails to customer service, try to call customer service about 5 times ( spent 30 mins each and no one answer. After couple days I got e mail my door is ready shipping. Today one and half month after ordering I don’t have a doors and no money refund. Never ever will buy from this shop. STRONGLY NOT RECOMMENDED.”
I'm truly sorry for the confusion and frustration you've experienced with your order and the subsequent communication issues. This level of service is far from what we aim to provide, and I understand how disappointing this situation has been for you.
Please allow me to personally address and resolve this matter swiftly. Could you please contact me directly at feedback@leadergroup.co.uk with your order details? I will ensure that your refund is processed promptly, or if you still wish to receive the doors, that they are delivered without further delay.
We value your feedback and are committed to making improvements to our service based on your experience.
Thank you for your patience, and I sincerely apologise for the inconvenience and frustration this has caused.
Warm regards,
Susan George
Head of Customer Services
“avoid avoid avoid this company is a sham, took delivery of 8 doors which were pre treat so no need to paint, quality of packaging poor very poor every single door had damage on them. They are delivered with a thin sheet of plastic only over them nothing else to protect them in transit. Unfortunately I had no option but to fit as joiner had removed my doors and preped ready for deliver arriving to fit. If I did not fit these doors I would of had no doors for Christmas as he was fully booked. I must have sent back and forth over 30 emails. Ending in them offering a pathetic £140 partial refund. Well that will pay for one door to be painted. I have now been chasing this refund since the start of December. Every day I have sent an email, most are ignored. On the 5th of December I was told a refund had been processed that day. Surprise surprise nothing arrived in my account, so back to sending multiple emails, told to give it 14days. Which I have done and again surprise surprise no refund received. Saga continues sending multiple emails and again nothing. Honestly the worst after care I have ever experienced. Stay clear this company is clearly run by cowboys.”
