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

“The quality of the goods is good. However, the service was poor. The website stated that the goods would arrive with me in 5-7 working days and that I would receive an email informing me of when they would arrive. After 9 working days with no communication from Leaders, I emailed and asked when I could expect my goods. I received no reply at all, although the goods arrived 2 days later. However, the inner packaging was damaged although, fortunately, the goods were not.”

Helpful Report

Posted 9 years ago

Good Morning Pauline, Many Thanks for the constructive feedback, I appreciate it. I apologise that you feel the service was poor, this is always disappointing to hear from customers and it's especially disappointing to hear that you received no response to your email query. Our customer services team try to respond to all emails within 24 hours, so if this was missed I do apologise. I also apologise that there was a delay in delivering to you and hope that not too much of an inconvenience was caused. I hope the items look great once in use. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Excellent product at an excellent price ! Ordering on-line is quick and efficient Having a query necessitated a phone call. I was kept waiting for nearly 20 minutes as there was a queue of at least 4 callers. I feel this is an area where you can improve. If you set out your stall as an on-line retailer you should have an efficient telephone enquiry facility to match. I told your operator this but he tried to tell me how busy you were - which is not my concern. Great that you are busy - but staff up to handle peak time enquiries promptly and efficiently I am giving you this information as you have asked for helpful comments. Nothing worse that hanging on the phone for long periods. Regards S Rowland”

Helpful Report

Posted 9 years ago

Good Afternoon Mr Rowland! Thanks for the great review, it's always nice to receive a positive review which is constructive as we rely on this great feedback to refine and improve the service even more. I've forwarded on the feedback to our Sales & Customer Services Managers who will look into why the call had a 20 minute hold time. We usually try to answer calls much quicker so I can only apologise on this occasion. Many Thanks, 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

“The best price online by a lot. Delivered as advertised the next day. Fast and efficient. I have already recommended to other people, family and friends but have to stop now because they say "you rave about that company". But hey if you find something good then why not.”

Helpful Report

Posted 9 years ago

Good Afternoon! Thanks for your feedback, we really appreciate you taking the time to do this, and it's always nice to have someome "raving about us"! We're glad you were happy with the service provided and we hope to hear again from you very soon. Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Very good service provided by Leader Stores. Ordered a length of cupboard plinth which was dispatched promptly and arrived the next day. Item was well packaged as it could have been easily damaged in transit. Would recommend this company.”

Helpful Report

Posted 9 years ago

Good Afternoon Keith, Thanks for the great feedback on your order. I am really pleased that you were happy with the service provided and pleased you feel you could recommend us to other potential customers. Hope to hear from you very soon should you require anything else! Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Service too fast! Ordered 44 packs of flooring that were on 5-7 days lead time but they arrived next day. Only issue was no notification of dispatch so first time I knew order had been dispatched was when driver rang to say he was trying to deliver!”

Helpful Report

Posted 9 years ago

Hello Steven! Thanks for the great feedback, and sorry we were so fast!! We should always notify you of any delivery by way of an automatic email which is sent the day of dispatch, however if you have not received this I apologise. We've recently switched admin sites and have had a few teething issues. Hope that you like the flooring and I hope it looks great in your home! Many 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

“Great price's, always price match and beat, great sale service, great after sales service”

Helpful Report

Posted 9 years ago

Good afternoon Richard, Many thanks for the great feedback. We really appreciate it! I hope that you're happy with your products and they look great when in use! Hope to hear from you again soon! Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“1 of the 3 products was unavailable, even though I was able to order it on the website. I ordered on 21 September 2015 but the goods didn't arrived until 15 Oct - 18 working days. I had to hang on the phone for 15 minutes to get through to customer services to 'arrange delivery' and when I did get through they were unable to change the delivery address from my home to the office (on the same site). Finally, the goods were poorly packed loose in a plastic bag rather than in a box with packing to stop them rattling around.”

Helpful Report

Posted 9 years ago

Good Afternoon Jill, Thanks for the feedback on your order. I really do apologise for the out of stock items on your order. Unfortunately these are highly popular products and the supplier had received a large order from a different retailer prior to your order with us. This meant we had to wait for production of the items which you had ordered before we could get them to you. I really do apologise for any inconvenience. With regards to the delivery address, due to online orders being highly susceptible to fraudulent transactions we take every precaution to protect our customers from Credit/Debit Card Fraud. This means we must deliver to the registered billing address for the card. I also apologise if your items were poorly packed. This is very disappointing to hear, as we expect all items to be sufficiently packaged, so that they arrive for you in the best possible condition. I will be looking into why this wasn't the case with your order. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Flawless customer service and competitive prices. Delivery was fast and product exactly as described and well packaged. Thank you.”

Helpful Report

Posted 9 years ago

Good Afternoon Peter! Thanks for your fantastic feedback, we really appeciate it. I'm pleased you were fully satisfied with your order. Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“Very good service could not fault leader stores.”

Helpful Report

Posted 9 years ago

Hi Catherine, Thanks for the lovely feedback, I appreciate you taking the time to leave this. :-) Hopefully we can be of service again in the future and hopefully your product looks great in your home. 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

“Telephone customer service was excellent and efficient. delivery as stated.”

Helpful Report

Posted 9 years ago

Good Afternoon Tony, Thank you for your kind review and we are glad that you found our service excellent! We hope to hear from you again at Leader Stores. 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

“They gave me a delivery time scale and it was full filled within that time. Absolutely marvellous.”

Helpful Report

Posted 9 years ago

Good Afternoon Dhanji, Thanks for the great feedback. I'm really pleased you were happy with the service. Hope to hear from you again soon! Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“The kids love the new dining table/chairs. It's very elegant and strong, the look and feel is also brilliant. The most interest part is the setup, extremly easy to put together. Takes less than one hour.”

Helpful Report

Posted 9 years ago

Good Afternoon Kareem! Glad you liked the table and glad your family do too! Makes your life much easier when the items are easy to assemble! Thanks for the great feedback. Kind Regards, Gary Murray LEADER STORES

Posted 9 years ago

“Hi really good customer service. Emails responded too so quickly and helpful. Issue with wrong colour box (3 boxes made up garden furniture order) was quickly remedied and resolved. Garden furniture is great - just need sunshine.”

Helpful Report

Posted 9 years ago

Hi Caroline! Thanks for the great feedback on your order. I apologise for the initial error, just glad we could get it sorted quickly for you. I've got my fingers crossed for some sunshine for you too! Many Thanks, Gary Murray LEADER STORES

Posted 9 years ago

“The purchase was so easy. The confirmation emails and communication were perfect as well as the follow up telephone call to confirm the delivery. The call handler was very polite and well informed. The bed we ordered was exactly as described and my daughter is over the moon - to the point she was in bed by 7pm the day it was put together with no arguments. Thank you”

Helpful Report

Posted 9 years ago

Hi Nikki, Thank you very much for the fantastic feedback on your order! We really appreciate it. I am glad that you found everything so easy and I'm also glad your daughter loved the bed! Thanks again, Gary Murray LEADER STORES.

Posted 9 years ago

Leader Stores is rated 3.5 based on 680 reviews