“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.”
“Horrific, lying, unethethical company
We ordered some louvre doors from Leader Doors on 25 August 2023 which were meant to be delivered on 7 September.
We received an email from John in the ‘customer success team’ on Sept 1 saying there was a delay and they would be delivered mid-November. This was unacceptable in the first place, with no mention of compensation for the huge delay and no reply to any ensuing correspondence.
These efforts include both myself and my husband being on hold on the phone for nearly two hours at a time until the phone cuts off with no answer - the same every time we called. There is no way to reach anyone, rectify this or even get a refund. Have they gone bust?
The cupboard was been built specifically for these doors. We have been unable to reach anyone via the help, customer service emails, phone or facebook page despite multiple attempts.
We have sent numerous emails – to numerous email addresses and there has never been a response. We have heard nothing since September 1 now.
There is a complete lack of contact and customer service and we are out of pocket £127 with no doors or response. A truly horrific experience from genuine buyers. Please avoid this company at all costs.”
“I ordered £1200 worth of doors. Told delivery would be 1/12/23 but were not delivered. Emailed but response was they would reply within 72 hours. Rang customer services three times and finally got through after 50 minutes. No explanation given as to why the delivery didn’t happen but rebooked and reassured it would be on 7/12/23. Checked delivery link with the courier on the morning of 7th and it said delivery cancelled by Leaders but had no communication from them again……”
“Delivered part order instead of full order. Items to follow not arrived. Poor confusing & contradicting messages by text & email.
No customer support. Phone just rings. God know where my doors are or if I will ever get them.”
“Terrible, terrible company, go else where! Doors all scratched on arrival, took months to arrive, poor customer service. No resolution, neither return or refund. I'm not sure what's going on there that they are sending out such badly damaged doors to customers. Avoid at all costs.”
“Cancellation delivery date,customer service (when you can get an answer) and once you get a delivery slot.....dont turn up.
Fking joke of a company....going to report them to FCA”
“Where to start, doors ordered and duly arrived 8th July 2023. Same day had a voicemail to say the “pairmakers” for the double doors( useless without these) would arrive a few days later. Yep you guessed no pairmakers arrive out of stock and would be with us September early October. So we asked for the company to come get doors which they did. We are now 21August 2023 and still waiting for our refund of £386 . Numerous phones calls no joy, numerous emails , no replies. So we are going to small claims courts. Do not touch this company the treatment of customers is one of sheer contempt!”
“If only there was a score lower than one star. The customer service of this company is woeful. We ordered doors and a pairmaker from them to install as double doors, and faced a list of issues from false deliveries, incomplete deliveries, damaged doors, poorly finished pairmakers, incompatible handles, and more.
When complaints were raised we found that every email took days to respond to and came from a differently named person who seemed not to have bothered reading the previous chain. The ever changing roster of agents also means they don't really know or understand their product range very well, from our experience.
We eventually found an email address for the head of the company, Mr Danny Shine, and he made all the right noises about being shocked, saddened etc, and said he had discussed our issues with his department heads. His help ended there though as he seemingly disappeared from the chain (despite always being on copy) and made no attempt to actually ensure his department heads did anything to resolve our issues other than offer £50 refund which, when considering delivery alone of the doors was £40, is an insultingly low amount to make up for the poor quality and the amount of work needing to be undertaken to make these doors work (full repaint, filling etc).
Unless, like us, this is the only place you can find the exact doors you like the look of and are prepared for the headaches, months of back and forth, and a lot of work, AVOID this company”
“I ordered 5 doors which were the wrong size. I spent months and 34 emails trying to return them. They didn't recognize their own sku codes and they have never once answered the phone. I eventually paid an extra £60 for collection. I waited here all day and they didn't turn up, instead they emailed to ask what they were collecting. After 34 emails! Really!? Now they are just ignoring me.
They are unbelievably stupid, you might think they are cheap but it is not worth the time, and stress! I have waisted a lot of money! Just try calling!”
“Absolutely terrible company. Would not recommend.
I received 7 doors on 01.11.22. They were all faulty and covered in scrapes, scratches, chips and marks. They were poorly packaged and I think it's very likely they were used.
Leader Doors finally agreed to a refund and arranged to collect the doors on 29/11/22. They were collected by a Leader Doors driver so they received the doors back on 29/11/22. I am still waiting on my refund.
By law they are required to refund within 14 days and as of today it has been 42 days. They do not answer their phone or reply to e-mails.
I have sent multiple e-mails since they received the faulty doors back and have had only 1 reply saying they will process the refund, but they clearly still have not.”
“DO NOT BUY, based in hartlepool. been to warehouse as delivery not arrived. Two daft kids mocking and putting phone down. Refuses delivery and no one senior, joking about refund. Its a back street set up. stay clear!”
