Leader Stores Reviews

Name: Leader Stores
Address: Leader Stores,103 Whitby Street South,Hartlepool, Hartlepool
Rating: 3.45

3.5 Rating 680 Reviews

58 %

of reviewers recommend Leader Stores

3.5

Based on 680 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 35%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0845 054 3500

Email:

garymurray@leadergroup.co.uk

Location:

Leader Stores,103 Whitby Street South,Hartlepool
Hartlepool
TS24 7LH

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Leader Stores 1 star review on 15th March 2024

Mrs Patricia Pitkethly

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Great product, appalling service. Took a day off to wait for delivery as arranged with Leader. What they failed to tell me was that my gate was "still at the hub" on the designated day, which I did not find out until I contacted them at 4.30pm after waiting in all day. Customer service skills = zero. How hard would it have been to let me know that they had screwed up my delivery?”

Helpful Report

Posted 9 years ago

Good afternoon Darren Thank you for leaving us your feedback. As we use a national courier service to delivery our goods we must firstly take this opportunity to sincerely apologise on the couriers behalf for the delay on your order. As a retailer we would always expect any delivery issues to be passed onto us from the couriers as soon as they occur, and they appear to have let us down on this occasion. This however is a very rare occurrence, and is far from our usual high standards of delivery and customer service. Kind regards

Posted 9 years ago

“Ordering via website was easy, delivery was as advertised and the goods were received in perfect condition. One minor problem however, I realised that "next day delivery" would not be convenient as I was due to be out for a considerable portion of that day. I called the order line and spoke to a very helpful person who understood my problem and promised to delay the delivery to another agreed time. Apparently the instruction didn't reach the right place in time as I found the delivery propped against my back door on the following day on my return home in the evening. Fortunately the weather stayed dry so no damage done.”

Helpful Report

Posted 9 years ago

Good afternoon Thank you for taking the time to leave us your feedback, it's always appreciated. We would also like to apologise for the miscommunication at the courier's end. We're glad you were happy with the overall service. Thanks again, Kind regards Leader Stores

Posted 9 years ago

“Oak worktop was no longer available they did not get in touch with me to inform that it would not be delivered, contacted them took week to get money back (PS its still up on website). At same time ordered some clear oil for worksurface, sourced wooden worktop from another source left with builder, the oil was not clear but had a very dark stain cost me a worktop £200. Think twice before odering from them”

Helpful Report

Posted 9 years ago

Good afternoon Thank you for your feedback. Having looked at your order I can see that the particular worktop was a special order item, which had unfortunately been discontinued by the manufacturer shortly after you placed your order. The product is now showing as 'Out of Stock' on the website and is due to be removed. We would also like to take this opportunity to sincerely apologise for any inconvenience caused, and also apologise on behalf of the manufacturer. Kind regards Leader Stores

Posted 9 years ago

“Very satisfied with my purchase. Great communication and service.”

Helpful Report

Posted 9 years ago

Good afternoon Thank you for taking the time to leave us your feedback, it's always appreciated. Kind regards

Posted 9 years ago

“Item not in stock, poor communication. Hope my refund request is processed in a better way”

Helpful Report

Posted 9 years ago

Good afternoon Thank you for leaving us your feedback. We must firstly take this opportunity to sincerely apologise, and also apologise on behalf of the supplier for the delay in communicating the stocking error. Your full refund has since been processed and is on it's way back to you. Kind regards

Posted 9 years ago

“Worst shopping experience I have ever had online! Ordered 2 packs of laminate flooring in October 2015. After receiving email to say my order had been 'delivered' I phoned Leader Stores on a Saturday to advise them that I had not received my order yet. I was advised they would get back to me on Mon. They didn't. I contacted them again by email and again was advised they would get back to me. Several emails and phone calls later still no delivery of my flooring. Finally after weeks of stress, emails and phonecalls, parcel is delivered to an address I wasn't expecting (to be honest this was the least of my concerns - was just happy to finally get delivery!). Open the pack and it is just one pack of flooring, not two as I had ordered. To make matters even worse, one of the laminate planks had a tiny chip in the end of it. The story continues...More emails and calls to chase up the missing second pack! Over a month later and still no second pack! Finally Leader Stores admit the second pack has 'gone missing' and so agree to refund me for the second pack. I express my dissatisfaction to Leader Stores about the inconvenience I have experienced and suggest a kind gesture would be to offer at least a full refund. I'm told that they don't see any issue because they have refunded one pack which I never received and show no empathy whatsoever for the hassle and inconvenience I have experienced. They suggest I try ordering another pack and hopefully will have a better experience next time! My thoughts: No thank you, I think I would have better odds winning the jackpot in the national lottery! My advice to customers considering ordering from this company: If you want to actually receive your goods, don't use this company! If you value customer service, don't use this company!”

Helpful Report

Posted 9 years ago

“Ordered 3 rugs as it stated on website that rugs would reach me within 7 days. Rugs did not turn up, then received email stating 2 of the rugs were out of stock, even though they had accepted payment for them. Ordered 2 substitutes but they did not arrive and when I rang Leader Stores I was informed that they would get in touch with the manufactureres when they opened on Monday to find out the 'lead' times, but nobody bothered to get back to me on the Monday as promised. Rang again Wednesday to find out nothing had been done. In the meantime, the one rug that had been in stock from my original order had still not arrived either. Rang a total of 5 or 6 times in all having to wait about half an hour on the phone each time before I got through. Finally, only received rugs after advising them that I wished to cancel my order and receive a complete refund. Sending 1 substitute back because it is very poor quality for the price and is advertised and shown as white on the website but is actually a dirty cream colour. Had to pay over £10 to return even though the website description is misleading. Emailed customer services days ago regarding refund for difference in price because the substitute rugs were cheaper. Have not had the courtesy of a reply to date. Would not recommend this Company as after sales service is appalling and will never deal with them again.”

Helpful Report

Posted 9 years ago

“Despite paying £12 for postage it took a few weeks for the package to arrive. I was disappointed that a delicate object like a lampshade was not in a box, there were quite a few wrinkles on the shade when it arrived, which is not surprising as it only had bubble wrap around it - colour and quality of lampshade fine but condition not. Would send it back but it wouldn't be worth the hassle.”

Helpful Report

Posted 9 years ago

“Ordered a bed frame and mattress on 8th November. The mattress was delivered on the 16th and was perfect. The bedframe was due to be delivered on the 17th. When the delivery arrived I received just 1 of 2 parcels - the footboard, two side panels and slats. The delivery guys were insistent that everything was in the box but it was quite obvious that the large headboard was not in the box ! I called Leader Stores and was told that as the bed was coming from the manufacturer they were unaware that it would come in two separate parcels. They promised me that the missing part would be delivered the following Friday (20th November). Nothing arrived. To cut a very long story short I am still waiting for my bedhead on 5th Dec after numerous phone calls, unanswered emails, several promised deliveries and missed work days waiting in for fictional deliveries. To be fair I think the problem is with the supplier / delivery agent but I still think the communication from Leader Stores has been woefully poor. I have now have notification from two different delivery companies that my parcel will be delivered on both Friday am and Monday am so I will wait and see. I might end up with two but more than likely will end up with nothing !!!”

Helpful Report

Posted 9 years ago

“THE WORST COMPANY I HAE EVER DEALT WITH, AND FIRST TIME I HAVE FELT NEED TO REVIEW A SERVICE. The only information I ever got was if I chased, so many calls and each time different information, 4 deliveries that never emerged, constant lies about dates and progress of my order. Manager was not helpful, when asking for a call back from him on one occasion he said he couldn't promise a call back as the office was busy in the mornings! Didn't ever hear from him. Last straw today when again on Monday had been promised Thursday/ Friday delivery. Called to check on Wednesday told by first person it was Saturday, then insisted he check second person said thurs/ Friday. Asked them to confirm which , to which told they couldn't check, insisted they did, and then told out of stock and not for another13 day ,!!!! Insisted on refund and found number for manufacturer who is not out of stock and fulfilling orders. AVOID THIS COMPANY, WHILST THE STAFF (outside of manager) Were always pleasant, they work in a company that does not pride itself on customer service and is a terrible communicator. VERYVERY POOR SERVICE, WILL AWAIT TO SEE IF MY REFUND ARRIVES.”

Helpful Report

Posted 9 years ago

“I am still waiting for my order”

Helpful Report

Posted 9 years ago

Good morning Thank you for leaving us your feedback. I must firstly sincerely apologise for the delay on your order. We are just awaiting delivery of the 2nd item on your order. We have spoken to the supplier this morning to chase this up for you - We will also be in touch via email today with an update for you. We will make sure this is sorted as quickly as possible. We would also like to apologise for any inconvenience caused. We will be in touch very shortly. Kindest regards, Leader Stores

Posted 9 years ago

“VERY VERY POOR SERVICE. I ORDERED OTHER ITEMS FROM CHINA ON THE SAME DAY I PLACED THE ORDER WITH LEADERSTORES. THE ITEMS FROM CHINA ARRIVED JUST OVER A WEEK LATER AND THE ITEMS I HAD ORDERED FROM LEADERSTORES HAD STILL NOT ARRIVED. I TELEPHONED TO SEE WHY THEY HAD NOT ARRIVED AND WAS TOLD THAT THEY HAD NOT YET BEEN SENT. VERY ANNOYING AS THE PAYMENT IN FULL FOR THE ITEMS WAS REMOVED FROM MY ACCOUNT IMMEDIATELY. JUST TO ADD A FINAL TOUCH OF INSULT THE ITEMS DID NOT ARRIVE FOR A FURTHER SIX DAYS. ONCE BITTEN TWICE SHY, I WOULD NOT USE YOUR COMPANY AGAIN.”

Helpful Report

Posted 9 years ago

“good web site quick delivery”

Helpful Report

Posted 9 years ago

Good afternoon Thank you for taking the time to us your review, your feedback is always appreciated. Thanks again, Leader Stores

Posted 9 years ago

“Terrible on all counts. I ordered an item online 26.10.15 got email to say it had been processed and payment was taken. Then I get an email saying it is out of stock and would I like to chose something else! No I would not, if you haven't got the item I ordered issue me an instant refund. I asked for a full refund which I was told would be processed. Nothing happened! So I chased it up. Got apologetic email saying it should have been refunded and it would be sorted now. Still waiting. Still no refund and it is nearly 1 month since I placed the order. Avoid.”

Helpful Report

Posted 9 years ago

“Excellent store very pleasant staff very easy to deal with all round a most pleasurable shopping experience”

Helpful Report

Posted 9 years ago

Good afternoon Anthony Thank you for taking the time to leave us your review, your feedback is always appreciated - we hope to see you again soon. Kind regards

Posted 9 years ago

“I had to phone twice to chase up were bed was. Promise 7 - 10 days delivery. 18 working days later we received bed, but bottom half broken and awaiting for another one, which is another 3 working days.”

Helpful Report

Posted 9 years ago

Good afternoon Ann Thank you for leaving us your review. I must firstly take this opportunity to sincerely apologise for any inconvenience caused by this. It appears the initial delay was due to a slight stocking delay, as this item is delivered directly from the manufacturer to yourself, as normal with this type of item. With regards to damages, this can only occur during transit, as we expect our suppliers to thoroughly quality check the consignment before dispatch. A brand new replacement has since been re-ordered for you. Again, I would also like to apologise for any inconvenience caused. Kind regards Shaun

Posted 9 years ago

“Awful company and even worse service. Terrible communication and that's an overstatement. Told flooring was 2-3 weeks wait then turned into 5 weeks minimum. If I hadn't chased it up don't think they would have ever contacted me. Opened a dispute to get a refund. All in all a very poor experience, I'd recommend you shop elsewhere even if it costs a few more quid. Avoid.”

Helpful Report

Posted 9 years ago

Good afternoon Colin Thank you for your feedback. I would firstly like to take this opportunity to sincerely apologise for the inconvenience that has been caused on this occasion. The flooring you had ordered was a special order flooring, which is ordered in directly from the supplier, this particular brand is usually available for delivery within 5-7 days. During this period, we had unfortunately received an update from this supplier to inform us that this particular colour was experiencing a manufacturing delay - this information, we regret, had to be passed onto yourself. With regards to the order itself, I understand that you decided to cancel the order. A full refund has since been processed. Again I would like to take this opportunity to sincerely apologise for the inconvenience caused. Kind regards

Posted 9 years ago

“Excellent service - good price, good progress information, painless delivery. Would highly recommend!”

Helpful Report

Posted 9 years ago

Good afternoon Richard Thank you very much for taking the time to leave us your review. Your feedback is always appreciated. Kind regards Shaun

Posted 9 years ago

“Ordered lights on a 3 to 5 day delivery. After longer and many chat calls and phone calls promises of return calls never materialised Had to threaten action to get payment returned . Suppliers said delivery would probably be around January Customer service non existent I will never shop here again”

Helpful Report

Posted 9 years ago

Good afternoon Barry Thank you for leaving us your feedback. We must sincerely apologise for this as the stocking information was passed onto yourself as soon as we had receive it. Your refund has since been processed for the full amount, and should be back in your account. I would also like to take this opportunity to sincerely apologise for the inconvenience caused on this occasion. Kind regards Shaun

Posted 9 years ago

“I have been asked for feedback on my recent purhase however the lamps I ordered have not yet been delivered. At the time of ordering and as at today the website states a delivery time of 5-7 days but it has now been over 5 weeks since I placed my order. I have not been proactively contacted by Leader Stores with any information on the delay during this time. I emailed over two weeks ago to find out what was going on, and was told that they would need to phone the suppliers to find out, I didn't hear back so had to contact again a few days later when I was told that a delivery from the supplier was expected that week. A fortnight later I have had no further update and no delivery date has been set. I emailed again, and was told again that they would need to contact the suppliers, as before I have heard nothing back. Unfortunately I fear this is becoming a saga of me continually having to chase for updates. This is just really poor customer service, a company should be proactive in keeping customers informed of delays, and information on their order without constant chasing. Once an order has been flagged as being so out of line in terms of delivery times from that stated then I would expect it to be owned by someone in the customer services team who follows up with both the supplier and customer to get a resolution . I would not recommend Leader Stores for this reason.”

Helpful Report

Posted 9 years ago

Good Morning Anna, I sincerely apologise that you've had issues with your order, but can assure you I've taken steps to ensure it's resolved quickly for you. I've now spoken to the supplier myself and have found that the items was Out of Stock at the time, but is now back in stock. The Lighting supplier is dispatching the items to us this week and we should be able to book in a delivery to yourself by early next week at the latest. My colleague is going to contact you later today to confirm this. With regards to the customer service and callbacks/emails, I really do apologise and I'm really disappointed to hear that you've had to experience this. I have forwarded on this complaint to our Sales Manager & Customer Services Manager to escalate it and ensure it is looked into and doesn't happen again. Many thanks for your patience while this is resolved for you. Kind Regards, Gary Murray LEADER STORES

Posted 9 years ago

Leader Stores is rated 3.5 based on 680 reviews