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

“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

“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

“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

“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

“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

“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

“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

“The service if that what you could call it is extremely poor. I can't believe they have the front to even send out this review request. I paid for some doors about four weeks now with the indications as to when doors would be delivered To date have I had no update or correspondence from leaderstore regarding when they intend to send the doors I was even at the of considering to reporting them as a fraudulent organisation I would never used them again.”

Helpful Report

Posted 9 years ago

Good Afternoon Anthony, It appears this review was sent out by mistake, as it is an automated process by the system. It looks like the order has been marked 'To Book In Delivery' and you were left a voicemail on 15th October. I apologise if you did not receive this. It is normally followed up with an email update, which I can see was not done in this case. I'm really disappointed with this, as it's just careless. I can only apologise for any inconvenience and assure you that the Customer Services manager will call you in the next hour with an update to your order. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Ordered louvre doors, payment taken 9th October, then advised out of stock and supplies would not be available. Refund agreed but still waiting.”

Helpful Report

Posted 9 years ago

Hi Robert, Thanks for the feedback, I can only apologise for the original out of stock items, we've recently updated our website in order to improve the stock notification process, automating it to ensure that out of stock items are auto-updated. This should stop instances like this occurring in the future. I can also see that the refund has now been processed, so I apologise for the issue with the delay. Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“It took them more than 2 weeks to deliver the item. I had to call them every day for delivery and they kept on promising that it will be delivered next day. The website was showing that the floor is in a stock when it was not.”

Helpful Report

Posted 9 years ago

Good Afternoon, Thank you for the feedback, I appreciate you taking the time to provide it. I apologise if the item you had ordered took two weeks to deliver. The floor you had ordered is an extremely popular product meaning stock can come in and go out on the same day, meaning sometimes it is difficult to provide an up to the minute stock lead time. As this order was for only two packs I am disappointed to hear that it took 2 weeks to get it to you, as we can usually turn this around far quicker. Hopefully everything was sorted in the end and your flooring looks great in your home. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Three weeks to deliver outside lamp, lamp arrived on day before it was required for an outside function. It arrived damaged (as did the light bulb) but there was no time to return the products and the Electrician needed to fit for the social function. Photographs were taken and sent to Leader. No offer to replace, or send new bulb, or refund in part due to damage and inconvenience. Only 20% offered on future purchase in excess of £100. Needless to say, not happy! Trevor”

Helpful Report

Posted 9 years ago

Good Afternoon Trevor, Thank you for the feedback on your order. I apologise for the issues you have had. I can see that the lead time was extended from the usual 5-7 day delivery time we can achieve. This is down to an issue with the suppliers existing stock, as items were damaged in the warehouse. This meant we had to wait for an extra shipment to arrive. Once they arrived into stock we shipped them for next day delivery, but it's extremely disappointing to hear that the items arrived in an un-useable condition. We would have looked to replace these items provided it was reported to us within 48 hours or even offer a full refund if you wished to cancel, but if you wished to keep the item and make use of it we usually can offer a compensation to you for this. Usually this would have been 20% off any future purchases. Apologies if this wasn't what you had expected. If you have any further queries regarding the order then please don't hesitate to contact the customer services team who will be able to assist. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Shocking service. Still awaiting refund on item that is out of stock.”

Helpful Report

Posted 9 years ago

Good Morning Elizabeth, I am sorry to hear that you have been waiting on a refund for your purchase due to the item being out of stock. I have since taken a look at your account and can see the refund has been process and authorized for yourself. Again we'd like to apologise for the inconvenience this may have caused. The product has been updated as out of stock now and hope you may find a similar item that is in stock. Thanks again. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Rubbish service. Does not deliver to all of the UK, even though their Delivery Policy says it does. They process your order, take your money and then tell you that the order can't be delivered. I'm still waiting a refund from over 2 weeks ago!!!!”

Helpful Report

Posted 9 years ago

Hello Bernadette, Firstly apologies for any inconvenience that you may have faced with regards to your order and I totally understand where you are coming from and how this may have discomforted you. After taking a look into your order I can see that the items you originally purchased were special order items which go direct from our supplier however they do unfortunately only deliver to certain areas of the UK. Although this is stated in each of the products to be checked before purchase we do apologise for this. Since taking a look into your order I can see that a refund has been processed back to your account successfully. Once again we are sorry for this issue and hope that you found the right items in the end. Kind Regards, Dan Winters, Leader Stores

Posted 9 years ago

“Delivery was RUBBISH took far to long (not next day as you pretend) and your staff just fobbed me off with silly excuses”

Helpful Report

Posted 9 years ago

Good Morning Howard, Thank you for the feedback, I apologise that there was some confusion with the delivery of the order. You ordered on the 23rd August (Sunday) meaning the order was dispatched from us on the Monday for Next Working Day Delivery. You will have received an email confirmation of this dispatch. Looking in the notes it was then re-dispatched on 27th June, so there must have been an issue with the original delivery. I apologise for this issue, these things sometimes happen. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“This whole order was a disaster start to finish. Ordered the door, I was sent email saying out of stock a couple of days later and to call. Called, spoke to nice lady who changed door supplier and said she would get door sent direct since there was a time pressure, told would arrive on Wednesday 26th. Called on Wednesday, told it wasn't coming direct but would arrive with them that day, would get it to me Thursday. Called on Thursday, hadn't been put on truck, first guy said they would call at end of day to book a delivery slot, explained the situation again, he said he would go to warehouse and then call me back but would get it on truck for Friday. Called back near end of day having not heard, told no delivery booked, gentleman said he would call back after long conversation going through issues. Called back, guaranteed delivery in an 8-5 slot on Friday. Called on Friday (third day of waiting at home for delivery that was promised) Door not on Truck. Promised delivery before noon on Tuesday (Bank Holiday weekend). Call Tuesday, courier had picked up and given consignment number, told to call courier. Call courier, told out for delivery, at 1pm call courier again, they check with depot, told not on truck and can't be delivered today. Booked for before 9:30 Wednesday. Call courier Wednesday, asked them to check with depot. Not on truck again. After a conversation told a they would try and get another courier to pick it up from them. Eventually get call saying will be delivered between 12-1. Finally arrives. Call Leaders, go though whole thing ask what compensation I could expect since had to wait at home five days for a delivery and made at least 20 chasing phone calls, told none available. This is the worst service I have had from a company I think ever and I have to deal with flaky suppliers regularly.”

Helpful Report

Posted 9 years ago

Good Morning Paul, Thank you for the detailed feedback, I really appreciate you taking the time to do this. Firstly, I'd like to apologise for the catalogue of issues you have obviously dealt with on your order, it's not nice to see an order go so inexplicably and horribly wrong, so I can only imagine the frustration you must have been dealing with. The issues/errors on your order appear to be down to simple miscommunications which we need to work on ensuring do not happen in future. I sincerely apologise for the delivery issues and hope that we have not caused too much of an inconvenience. I hope that once the delivery was made you were happy with the door and hope that the door looks great when fitted. Regarding compensation, please contact our Customer Services Team, as I can offer you a promo code for £50 off any future purchases over £99 with Leader Stores. If you wish to redeem this code, please contact us on customerservices@leaderstores.co.uk when you are wishing to place your next order, and we'll be able to arrange this for you. Many Thanks, Gary Murray LEADER STORES.

Posted 9 years ago

“I ordered a table only to find out after making a phone call that the item was not in stock, which I was not informed of until I made the call. I sent an email requesting a refund, that was 9 days ago, your web site states 3-5 working days , I still have not received my refund? I would not recommend your website.”

Helpful Report

Posted 9 years ago

Good Afternoon Julie, Thank you for the feedback, I really appreciate it. Regarding the out of stock items, I really do apologise that when you ordered the item they were not listed as out of stock. We receive weekly updates from the supplier but unfortunately this item was not listed as an out of stock item by them. This is because it's a highly popular item and had only recently gone out of stock. I can only apologise that you were not made aware of this until your call. I can see that there is a note in your order (Which should have been an email to you). My colleague has accidentally made this an internal comment rather than a 'Customer Comment' which would have automatically triggered an email to you. Regarding the refund, I am looking into this today and will ensure the finance department finalise this refund immediately today, if it already hasn't. This should have been processed within 72 hours as per our refund policy. I apologise for the wait. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

Leader Stores is rated 3.4 based on 681 reviews