Leader Stores Reviews

Name: Leader Stores
Address: Leader Stores,103 Whitby Street South,Hartlepool, Hartlepool
Rating: 3.44

3.4 Rating 681 Reviews

58 %

of reviewers recommend Leader Stores

3.4

Based on 681 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have waited 3 weeks still has not arrived driver can not find address ERM sat nav and no courtesy call or anything iv had to ring leader 4 times then delivery firm 5 times they going to try again tomorrow if it doesn't arrive I'm afraid I will cancel never had a service this bad before items from China has arrived quicker .”

Helpful Report

Posted 9 years ago

Good Afternoon Venroy, Thanks for the feedback, I really do apologise that this has happened with your order. I've forwarded this feedback on to the Customer Services Manager and the Sales Manager to ensure they speak with you and the delivery courier today to sort this out. I apologise that you have had to make numerous calls to get this sorted and hope that we have a resolution soon. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“I ordered 5 packs of laminate flooring online and received confirmation of my order and an expected delivery date. As you can imagine I was very impressed to get a call on the day of expected delivery to say you did not have any stock but could provide an alternative. As none of the alternatives were either anything like the one I had chosen or as competitive I said no and asked for an immediate refund. I then had to chase you to get my refund, which should have been actioned immediately. I am not impressed and would not deal with you again nor recommend you to anyone else. The only glimmer of hope in my opinion was the poor lad given the job of phoning me and telling me the bad news. He was very good and I hope he leaves soon and gets a job with a company that deserves him.”

Helpful Report

Posted 9 years ago

Good Morning Keith, Thank you for your honest feedback, I really do apologise that your refund took longer to process than expected. I am dissappointed this is the case, as we operate a No Hassle 72 Hour Refund Policy whereby we'll process any refunds quickly & efficiently to ensure customers don't have to wait any longer if orders cannot be fulfilled. I'll go and speak with the team to ensure that this doesn't occur again and they do adhere to these timescales. Apologies that the flooring you wished to purchase was not available for when you needed it. Many Thanks, Gary Murray Leader Stores.

Posted 9 years ago

“Avoid!!!! Like many others, I got very tempted by the Leader Stores' competitive prices. Thus, I ordered a sofa from them, which appeared perfect for what I needed at the time. However, 4 days into my order, and no delivery date details. Since I was getting a little impatient regarding my delivery I decided to contact their customer services. Upon contacting the customer service, they were unable to give me any info required, basically fobbing me off with some vague information, such as "you will soon be contacted to arrange your delivery". Please note, that Leaser Stores' website stated that my sofa would be delivered within 3-5 days... This was not the case, as 10 days after my purchase I was still in the dark about the estimated delivery date. I was left with no other choice but to cancel my order, and chase up my refund afterwords. Please, please - avoid the hassle and order with some more trusted stores.”

Helpful Report

Posted 9 years ago

Hello Monika, I would like to apologise on behalf of this with regards to your order and I'm totally understanding on the inconvenience that you may have had as a result of this. I can see that originally the sofa had been set to a 5 working day lead time on our website which in some cases can be shown as a guideline of estimated delivery which is where the confusion may have came around. Unfortunately after taking a look further into the order I can see that after this lead time we had been notified that the item you ordered looked to be out of stock with our supplier which resulted in the delivery being prolonged. We have since reviewed this and marked the product as out of stock and your refund has been successfully transferred back into your account. Again I do apologise on behalf of this and I am disappointed that you have experienced this outcome. We hope that this has not put you off internet shopping and we really appreciate your feedback. Thank you. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Three weeks after placing my order I still don't know when I will receive it. Need I say more.”

Helpful Report

Posted 9 years ago

Hello John, I offer my sincere apologies for this issue and the time it may have taken to have your order delivered. I can see by taking a look at the notes on your account that my colleague Robert from our sales team has looked into this issue and is having it resolved for yourself so we can get the items delivered to you as soon as possible. I understand Robert will be contacting you to notify you of any update on your order. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“I do not recommend this store. They have never dispatch item and charge my credit card. I keep calling and emailing for refund but They never refunded my money. I have to ask credit card company for refund. I will never purchase from LEADER ONLINE.”

Helpful Report

Posted 9 years ago

Hello Ashok, I would first like to apologise for the inconvenience that this issue has caused yourself and I understand exactly where you are coming from. With this being said I have raised this case with our sales team as priority to ensure that your refund will be processed immediately. The money should be back in your account within 72 hours back to the credit/debit card that you used to originally place the order. Again I do apologise on behalf and can ensure it will be resolved right away. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Ordered my floor that was in stock....no delivery....called and told it was out of stock but would be in on Friday...that was 2 weeks ago still no delivery order was placed 6 weeks ago. Poor service all round.”

Helpful Report

Posted 9 years ago

Hello Emma, Apologies for any inconvenience that this may have caused yourself due to the time taken to have your items delivered. I have taken a look into the account and can see that the items were unfortunately out of stock at the time of order however I have now raised this case as a priority with our sales team to ensure that they contact you asap with an update on the delivery. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Never received the items. I have opened up a PayPal dispute.”

Helpful Report

Posted 9 years ago

Hello Colin, I am sorry for any confusion that this may have caused you regarding your order, I can see after taking a look into the account that a full refund has now been made and should appear back in your PaypalExpress account. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Ordered Joseph bunk beds on the 11th July which according to the website should have been delivered in 7-21 days. Contacted them after two weeks, told it was still within lead time, contacted them after 3 weeks and was told that it meant working days and that someone would contact me by Monday 10th Aug - no one did. I called today (Monday 10th Aug) and spoke to someone who said he'd look into it, i saked if he could call me back as I was being put on hold repeatedly for 10-15 mins on an 0845 number at a time to which he agreed. Still waiting for that call :-( Pay the few quid extra and order elsewhere - costomer service is shocking”

Helpful Report

Posted 9 years ago

“Having ordered and paid for these doors on the 28th June 2015 I received an email today (7th August 2015) from Leader Stores (this only as the result of a chase up call I had made that morning) telling me that it is out of stock and to please call to "to discuss this further such as lead times" to then be told when I call them that the doors are "Discontinued"! I would also add that the email started "Unfortunately we have come across your order that appears to now be out of stock"!!!!! When discussing a refund I am told that before they can action this I have to send then an email to them cancelling the order!!!!!! and then I will get the refund in 3-5 days!!! Unbelievable mismanagement and a complete lack of service.”

Helpful Report

Posted 9 years ago

Hello Graeme, I would firstly like to apologise for this issue and any inconvenience that it may have caused yourself. I have taken a look into the account to gain some further information on the issue, and can see that the order has now been refunded, for which I would like to further offer an apology for this experience. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Cancelled this order as Leader Stores failed to fulfil order after 2 weeks. Despite chasing them up, they have also failed to provide a refund after a further 3 weeks. Phone rings and rings with no reply. Scammers or just slow to refund?”

Helpful Report

Posted 9 years ago

Hello TJ, I offer an apology for any inconvenience that you may have experience with your order and after taking a look into your account I can see that it was successfully refunded but do understand that the time taken may have caused some complications. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Your claims for delivery within 3-5 days are very misleading, I had to wait for 15 days to receive my order and there was no apology for the delay. I will seriously have to consider whether to use your company in the future. Mr. K. Nicholson”

Helpful Report

Posted 9 years ago

Hello Kelvin, I can only apologies for the time that it took for your delivery to arrive and after taking a look into your account I can see that the issue had been with our supplier not being able to deliver the items to our warehouse in time to meet the lead times given. I once again apologise for the miscommunication and understand that you should have been contacted to inform you of this earlier. I can see that the items were successfully sent out to yourself and hope they arrived as expected to the quality you were after. Kindest Regards, Dan Winters, Leader Stores

Posted 9 years ago

“This has got to be the worst customer experience I've had ordering online (and I'm a frequent online buyer - average 3 times a week). I found a door I liked here, it said 3-5 Days Delivery and I ordered it. 5 days later, I received an email saying the door I ordered is out of stock and should be available in 2 weeks, so either wait or take the same door in pine version (I ordered White and chose to wait). I checked the website and it still said 3-5 Days delivery so I asked them to double check this; they said the website had wrong info & would get it amended; but that never happened, it permanently showed 3-5 days delivery. If I'd known it was out of stock, I would NOT have placed this order. Now 3 weeks later, they finally sent the door, but Pine. After a few phone calls/emails, they said the White door would definitely be delivered in one week. I waited another week, it never came, and no contacts from the company whatsoever. Finally I cancelled the order. It was also a nightmare getting them to pick up the door incorrectly sent (never came on the day they said they would; and again, no contact. We had to phone them again to get this Pine door out of our house). And the refund which was supposedly meant to take 2-5 days as I was told, took almost 3 weeks. In the end, I found the same door on Wayfair.co.uk, it cost £8 more but it was delivered very promptly the next day and customer service was excellent. Do think twice before ordering from here. It might be a little cheaper but really not worth the hassle.”

Helpful Report

Posted 9 years ago

Good Afternoon Saifone, Firstly I'd like to apologise for the catalogue of errors which appear to have happened since you decided to place your order online with Leader Stores. There looks to be a couple of mis-communications with your order which lead to a few different issues. I apologise that we could not get the door to you within the advertised lead time and also apologise again for the incorrect door arriving after this. Regarding the refund we've recently taken steps to implement a 72 hour no hassle refunds policy on our website, this ensures that there are no further delays for customers wishing to cancel their orders. I'm pleased you found the door and managed to get sorted elsewhere, though slightly disappointed that we have clearly not done enough to ensure your order was as smooth as possible. I hope we have not put you off ordering online and would welcome the chance to prove ourselves in the future should you wish to order anything else. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“AWFUL!!!! Absolutely terrible experience. Ordered a bed on the 12th July, had an order confirmation come in, but no indication of a delivery date. Called up on the 15th to be told that I would have to wait until the 22nd July for a delivery date. No date was given, so called on the 23rd, to be eventually told by a fairly rude member of customer services, that the bed was sold out and couldn't be delivered until September 10th. I cancelled the order, but only received a Paypal refund on the 28th, and only after chasing up. The fact that the store just emailed me to ask me to leave a review beggars belief. I would describe them as amateurish, but to do so would be an insult to genuine amateurs. Steer well clear!”

Helpful Report

Posted 9 years ago

Good Morning Charles, Firstly I would like to apologise on behalf for the inconvenience with regards to your order. After taking a look into the original account I can see that it does seem that it had taken slightly longer than intended to have your order dealt with and once again apologise for this. At Leader Stores we always look to ensure our items are delivered within the stated lead times and in cases where items are out of stock that we contact our customers immediately to inform of this. I am unaware as to why you were not given this information when it was apparent. I can see that the bed you ordered had been on a 5+ working day lead time as it is a special order item from our suppliers. However it may be the case that our supplier had then informed us at the later date that infact the item had been out of stock which has prolonged the order further. Going forward we will review this issue to ensure the best possible service. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“I Read the review on this site and all looked good, but for me it was the worse experience I've had shopping online. first the doors that were in stock weren't and they said it would only be a couple of day, which turned into two and half weeks and having to phone them all the time and no one ever phones back which is so rude. And forget the price match i told them about it and there did nothing. customer service is poor only one person seamed to have any common scene. Go else where and don't make the mistake i did.”

Helpful Report

Posted 9 years ago

Hello John, It is unfortunate reading your review to find that you feel this way about the experience with your order with us and would like to offer our sincere apologies for this case. We do understand that sometimes products purchased can be out of stock and although we may have an estimated date for new stock arriving sometimes the lead time can be prolonged due to various other aspects. Again we offer our apologies as we understand that you should have been notified quicker regarding the status on your order and we hope that this has not put you off ordering online. Alternatively at Leader Stores we always look to stick to our price promise where applicable and not only match but beat an online competitor, if you are able to let us know which website you had found the items on for a better price we can take a look into this to review the price and look to beat it. Going forward we will ensure that this issue is resolved to provide the best service for any future orders. Kindest Regards, Dan Winters, Leader Stores

Posted 9 years ago

“The worst customer service I have ever experienced..... They would not call me back. In the end they canceled my order without speaking with me. I would not recommend to anyone. I went to furniture123 and they was fantastic.”

Helpful Report

Posted 9 years ago

Hello Robert, It is unfortunate that you feel this way and we would like to offer our apologies for the inconvenience that you have been caused as a result of this. We are always looking to constantly improve our customer service to ensure that in this case it doesn't happen again. I am glad that you managed to find your furniture else where and hope that this has not put you off shopping online. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Wouldn't deal with this company again it's a second purchase from them and the second time that I've had to have a refund as they haven't come up with good when said very slow at paying back the money and takes an awful long time to get through to them on the telephone to see where your money is”

Helpful Report

Posted 9 years ago

Good Morning Lynn, I would like to offer our apologies on behalf of this service with regards to your order and understand that the time taken to have your refund processed had taken longer than intended. Since we have updated our refund policy with a 72 hour no hassle returns policy we can ensure that our customers receive any refund as immediately as possible allowing for a comfortable and quick service. Additionally we have recently also had a brand new phone system put in place which allows our team to ensure calls are answered more frequently with a comfortable call queuing system for cases where peak times may get a little busy. Again we apologise for this issue and ensure that if you look to place any further orders online we will provide the best possible service. Many Thanks, Dan Winters, Leader Stores

Posted 9 years ago

“I ordered goods from LeaderStores that should have been next day delivery. They took my money and then took three days to tell me that the line had been discontinued. I then had to ask three times for my money back before eventually getting it almost three weeks later - shockingly bad service.”

Helpful Report

Posted 9 years ago

Hello Glyn, We offer our sincere apologies for the inconvenience that this may have caused yourself and understand that the time taken for the process of this order was unacceptable and should have been resolved quicker than it originally was. Since this issue we have reviewed our refund policy and now offer a strict 72 hours no hassle refund policy to ensure the best possible service for our customers. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Having made an enquiry I received an email quote for 16 doors and handles. I changed one of the sizes of the doors and the quote changed by £3. I placed the order and paid only 24 hours later receiving an email to say there had been an error and I had to pay a further £1,046, if not they would not process and dispatch the order. In fairness they still provided a discount from the advertised price. They arranged delivery direct from their supplier, XL Joinery and when delivered I discovered 13 out of the16 sets of handles were incorrectly supplied. It took a number of back and forth calls to arrange a swap over of the handles, the attitude of their supplier felt like it was my fault that someone in their business was so incompetent they could not even pick the correct items. When these did arrive there were 2 grub screws missing that then meant having to make more calls. Very poor customer service, wonder whether this was a one off case or ......... From not a happy customer.”

Helpful Report

Posted 9 years ago

Hello David, I would first of all like to offer an apology on behalf of this case and understand that the overall issue had been very unfortunate and can see where you may be discomforted as a result of this. At Leader Stores we are constantly looking to update our prices online and in this one off case it seemed that a slight error had caused this inconvenient problem. We have since reviewed this case and worked with our supplier to ensure our home deliveries go as smooth as possible to reduce any further problems from arising. We hope that this experience has not put you off ordering online and hope that we can be of service in the future. Many Thanks, Dan Winters, Leader Stores

Posted 9 years ago

“The product i ordered did not arrive. Despite numerous phone calls and e mails this was not resolved within 3 weeks - very poor communication and no return calls when promised. Very disappointing. Awaiting refund.”

Helpful Report

Posted 9 years ago

Hello Charlotte, I am very sorry that you have experienced this inconvenience and understand that the time taken for the process and resolving of your order has been unacceptable. We have since reviewed this issue to ensure that it doesn't happen again and after taking a look into the order I can see that the refund has been successfully transferred back to your account and hope by this apology you have not been put off ordering online. We thank you for your review and appreciate your feedback. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Ordered door handles (supposedly next day delivery). Waited 2 weeks - no show! Cancelled order and still waiting for the refund (10 days). Very poor at answering calls with 20 minutes waiting time. Avoid this shop.”

Helpful Report

Posted 9 years ago

Good Afternoon TJ, Thank you for your fair review and we would like to offer our apologies for any inconvenience that this has created. After taking a look into the account I can see that unfortunately it does seem like the handles had taken a little longer than expected which does not live up to our quick delivery standards. Thus being said we are constantly looking to update our services to ensure these issues are avoided and greatly appreciate your feedback which helps us do so. Since your original order we have implemented a 72 hour no hassle refund policy and additionally a brand new phone system which ensures all our customers calls will be answered conveniently. Once again we do apologise for this case and hope that you may take the opportunity in the near future to order with ourselves. Many Thanks, Dan Winters, Leader Stores

Posted 9 years ago

Leader Stores is rated 3.4 based on 681 reviews