“After waiting an inordinately long time for our doors. We finally have been given a delivery date (today) - despite calling, emailing etc etc for an ETA - we have heard nothing via either. The phone rings then gets put down.
We are currently sat waiting for delivery with no idea if they are coming at all.
This is diabolical. Please pass this onto a manager dealing with customer complaints.
Order no - 401766 - Martin Daniel - 07792-376883”
“Avoid avoid avoid ! Absolutely awful customer experience - rude - disinterested staff - despite the error being on their part due to in accurate information on their website - trying to resolve and rectify the issue was horrendous… apparently they have other customers to deal with ?? Save your stress and time - they couldn’t even get an order for handles and hinges right - missing parts and opened packages ! Awful !!!”
“Unfortunately the doors were damaged upon delivery. It wasn't hard to see how they got damaged as the thin see-through plastic wrap wasnt adequate protection for anything really. The replacement doors we ordered from elsewhere had padded corners, foam sheeting and well wrapped thick plastic, meaning none of them were damaged. We had a carpenter booked for that weekend, and telephoned Leaders to ask what our options were. We were told to open every door and send photographs of the damage, despite the fact the website states not to remove packaging if returning items? We explained we needed the refund ASAP to replace the doors in time for our booked carpenter. We took the photos and emailed them as instructed. We were told we would hear back in "an hour or 2" so when we didn't we rang again to see if we could get the doors exchanged for a different style. The phone was answered and we were put on hold, for 40 minutes until the call centre closed and we were promptly cut off! We had no choice but to go online and order from elsewhere. We emailed and telephoned Leaders the next day to be told the items would be collected the next day, Friday, upon which the refund would be processed immediately. Friday came, and despite having to take the day off work for collection, no-one turned up. I rang constantly for around 4 hours, before finally getting a reply and being told the collection wasn't booked. Again, absolutely appalled by the lack of customer service, we had no choice but to wait until Monday for another collection. This time we were told to leave the doors outside for collection on the pallet that they were delivered on. We stated the doors weren't on a pallet and were told not to worry, they would let the courier company know to bring one. On Monday, whilst at work, I got a call from the courier who was at our house to collect. He stated that the doors needed to be on a pallet. I explained what Leaders had told me, and he said he would have to speak to his boss to get permission to take them without a pallet. Leaders had not advised them to bring a pallet after all. Thankfully the courier called me back and said he had been given the go ahead by his boss. I rang Leaders again, and again after a couple of hours I finally got an answer. I was told that the refund would be processed as soon as the courier company had confirmed they had them in their possession, and that the payment would take 48 hours to be in my account, therefore would be in my bank by Wednesday. I explained my mortgage was due to come out on the Friday and was told not to worry, it would be in my bank by then. Wednesday came, no money arrived. Another call to Leaders. Another couple of hours on hold before getting an answer. This time I was told there was never any chance I would have the money that day, it takes 14 days apparently (36 hours according to the website?) and my refund hadn't even been processed yet. This was 2 days until my mortgage was now obviously going to bounce!! Numerous calls, emails, live chats later I was told my refund had been sent to accounts with a request to process within 48 hours, but then it would be another 3 days before my money was in my bank. Third time lucky I thought. What a joke that was! I rang my bank 5 working days later to see if my money was there. Surprise surprise NO it wasn't, nor was it even pending to enter my account. Leaders had not sent it, AGAIN!! Called Leaders AGAIN. Told AGAIN, for the fourth time, that the money had been sent. My bank again said it was not in my account, pending in my account or visable anywhere at all, which it would have been if it had been sent. Asked them to do a trace of the funds to find out where it was, as per my banks advice, but apparently Leaders don't have the facility to do this? Funnily enough my bank have never ever heard of any company not being able to do this. Leaders - the money has been sent. My bank - no it has not! The following week the money finally arrived. I can honestly say I've never dealt with a company as bad as this. Everyone you speak to has a different idea of how things work. Hours on hold to be told there are only 2 people to answer the phones, and repond to over 450 emails. The pressure, stress, time, financial loss and absolute battle to get your money back is incredibly unnecessary. I have requested transcripts of all phone calls, which still haven't arrived, to prove what I was told/promised/advised. I have also requested details of Leaders complaints procedure. Still waiting for that too!”
“I order 1 to many doors by my mistake and I spoke to someone on online chat which changes my order they said my refund will take up to 7 days after 10 day I still not received my refund try calling but they never answer the phones so I tried online chat again and the guy said it will be paid by the end of the week the week went by and still no refund so I spoke to someone online chat again and they said sorry but it will be in 48hours
7 weeks now and still no refund and now they are not answering my emails or live chat”
“Paid over £2k for new doors which were packed up in our garage as we were having extensive works carried out when we hung the doors 2 were not finished as per purchase, customer service DIDN’T WANT TO KNOW!! Terrible customer service said we had them too long and should have checked with 24 hrs!
Couldn’t return doors, we’ll never use them again! Doors were also out on measurements and had to be modified.
Gave them ample chance to help us after spending so much money but their customer service skills are horrendous! Not leaving our Oder number as requested to identify us as they’ve had ample chance to help! All we wanted was payment for some varnish so we could apply ourselves as they were untreated! (Paid for treated)
AVOID AVOID AVOID!”
“One of the worst companies I have dealt with!! Don’t be fooled by the glossy website!
Despite 3 chaser emails about my refund, 16 days on, no response to my emails and no refund!! They literally steal your money!!”
“Absolutely dreadful, my recommendation is that you avoid this company at all costs. The problem started when the door did not arrive on time, i chased every day, and every day I was told it will be delivered later that day, which if course it did not. Four days later it finally arrived, but of course, it was damaged.
Leader doors initially offered a £30 discount (that's half the delivery cost), which of course I declined as asked them to come and collect the door and send me a new one.
They then offered 50% of the value of the door, which was fine, it would cover the cost of the repairs, so I accepted this.
Unfortunately, after chasing, this has not been refunded. So today I have to start the Small Claims Process.
This is dreadful service, I will not use this company ever again.
You can tell how good a company is, not by if there is a problem, but how it is dealt with to resolve it. Leader Doors failed.”
“Poor customer service when the wrong doors were delivered. No urgency to put this right. When they did arrive there was a brace missing.
2 sets of garage doors and a single door all under coated twice and top coated twice and these doors have all warped. Parts are laminated and its falling apart. VERY poor quality fir the 1300 quid cost.”
“I wish I’d read more reviews before ordering. A very expensive external door failed within 6 months of ordering, despite being under a storm porch and being fitted / painted by a professional using the recommended products. Customer service was dire, and Leader Doors abdicated all responsibility claiming that the doors had been incorrectly painted. They were not (a professional used the recommended product), but unfortunately this company will not take responsibility for a product that is not fit for purpose. Very disappointed.”
“The worst company and customer service I've ever experience. I'm keep calling you for over a month to find out when my refund will be proceeded. The cs reps are so uniformed and keep saying that this will be send now. Been promissed that thay will coll me back at the same day, no one ever contacted me back. When I ask to speak to the management, they are always unavailable. You have not even replied to my email with an offcial complaint!!! Send me my money back and I don't want to hear about your company ever again!!! I'm fed up with this situation...”
“Ordered a garage door paid and for it in full all on line. …..waited 3 weeks for delivery date ..then it did not turn up as arranged. I spent an hour trying to phone their customer services….it does not exist they don’t bother , I have emailed twice and I have left phone messages. DO NOT TRUST THIS COMPANY THEY ARE A JOKE. We are still waiting for our door. They have stolen our money”
“They sold me a door which wasn’t in stock and told me the day before it was meant to be delivered. They said it would be another 10-12 weeks so I cancelled the order. They said I would be refunded within 7 days and it’s nearly two weeks and I haven’t received it.”
“Everyone, please avoid this company!
Spent with them nearly £1000. The delivery had been delayed for several days. Once I finally got hold of the customer service, they mentioned that some of the items I've order are no longer in stock so I need to wait for another month. After two more calls, they finally agreed to part ship what's available. 2 door which are a very poor quality arrived and a few door handles, which were completely different looking than described online. The return had been arranged and the handles had been delivered to the seller a week ago. Unfortunately, the seller hasn't even acknowledged that and the refund has not been processed. I keep trying to phone them every day but no one is even picking up the phone. I've emailed them with no response. It's such a bad quality of the customer service. I just want my refund and will never going to order anything from this company!”
“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.”
“Totally agree with the very very poor customer service.
Last year I ordered 2 doors which arrived promptly and in good condition.
Because, I wanted to replace all my doors in the house I ordered 2 more at the end of last year. The doors didn't arrive when expected so I contacted them online and told me they sent a message saying i would have to wait until end of February 2022. They didn't arrive I asked 3 times for an update but have heard nothing so I am now trying to get my money back and I will get my doors somewhere else.”
“Leader Doors really are a very poor excuse for a company.
The day I was due to have doors delivered I phoned up to see what time they were coming, after a 45 minute wait I was told they were not coming today but 1 months time, so I asked for a refund but all Leader doors keep doing is e mailing me suggesting other products when all I want is my £400 back that they have had for a month.”
“Absolute joke of a company.
Brought door and handles in a package offer, apparently the code was not entered at checkout and so will have to purchase separately- yes of course that happened!
WISH I HAD READ REVIEWS FIRST
AVOID AT ALL COSTS”
“I purchased 10 doors from Leader Doors and 10 handles. I checked all the doors both on delivery and again when they were unwrapped and there were no faults. Once the doors were planed and fitted I noticed that the Oak veneer on one of the doors had started to peel away slightly in one section. I would assume that this section had not had the veneer glued properly. However, despite several months of emails between myself and a guy called John at Leader doors.
Leaders 1st said that because it was fitted in a bathroom this had caused the problem. The door was not in a bathroom.
They then said because we hadn't sealed the door this had caused the problem. We didn't seal the door because we noticed a fault.
They now say that because I didn't check the doors on delivery, they can't replace it !!!!! Also not once have they replied regarding the faulty handles I purchased from them.
They will use any and every excuse they can think of to put the blame on the customer. Avoid this company at ALL costs, they are a total joke.”
“The service i have received from Leader Doors has been very bad. Their after sales customer service has been appalling. First my Doors were delivered several weeks after it was ordered and when it got delivered almost 2 months after the order at the time I was very ill with Covid and my building work was halted . When i got better and i checked the doors i realised the wrong doors had been ordered . Clear doors instead of obscure. I called asking to exchange the doors i even offered to cover the cost of pick up but leaderdoors coldly told me they could not help me becuase i was past exchange period. I pleaded explaining i had been ill and as such didnt look at the doors when it was delivered as work was on hold, then they ignored my email and i called after a long hold the person who came tonthe phone said I will nit get a response to my email and i should take from that whatever i felt that means. I was shocked. I put a review up here on trustpilot about how badly i was treated then i got an email 3 weeks ago from Leader doors asking to send picture of the doors in their original packaging, i sent the pictures and then heard nothing for 3 weeks, i chased several times and was told i will hear back from the manager, i finally called again today and was told the account manager at Deanta- (the manufacturers of the doors) have refused to accept the doors. I took it upon myself to call Deanta to understand why they would outright refuse me when the doors are still in perfect condition and Deanta said they were never contacted by Leader Doors on my order, this to me is shocking as I cannot understand why Leader doors is so unwilling to help a customer out. This is probably the 10th door i have bought from Deanta this year and i intended to buy more through Leader Doors but definitely will not be doing so again. Its really frustrating when you feel you are being shunned unnecessarily because it's after sales and they dont care. How they expect to continue to grow and thrive with their business is beyond me, with these sort of lies and indifference to customers. Meanwhile if you call them you are on the phone for over an hour and they never ever call you back to update you on an outstanding issue. It has been an extremely frustrating experience i have 4 unusable doors costing almost £1000 and it didn’t sound like Manufacturers are unwilling to help, they were never even approached.”
“Do not order from Leader Doors! When arrived the Door is damaged. Phoned to arrange replacement, they asked me to email photos which I did. I Had to phone numerous times, Every time I phoned I was in a Queue for at least 50 minutes before I got to speak to someone. Tried the online chat with no look and never got a reply to any emails. Eventually got a response saying I will not get a replacement or refund because I never realised it was damaged on delivery. Shocking customer service! Will never use or recommend this company again!”
