Leader Online Hartlepool - Hartlepool

Lee Sula

I’m not happy at all,
And I don’t recommend this company

I ordered 6 Edison doors, they delivered me 3 Edison doors, and 3 other doors have different labels on them and they look too dark, it is a different range or they have used different oil to stain them, I have contacted the company 2 days consistently and try to explain to them, but they are saying that’s how they are like , I want to return the doors back , but they want me to pay for delivery which cost £600 and it is not my fault

I went to BQ this morning, they had the same doors oak veneer and they are the same colour, I wish I bought my doors from them, less hassle

Now I’m stuck I have six doors on the lounge floor, I wanted the doors fitted because I want to move to the property , but they are the wrong doors, I haven’t done any work for 2 days to deal with this issue .

I do hardly advise if you want to buy the doors that you like, buy them from your local supplier it will cost you less, and you will buy what you see and not what they advertise on pictures online, and they are totally different when they arrive

Very disappointed

Mike Bell

Order number : #782438

Door came chipped , emailed customer services and got no reply , tried to phone. It their phone lines were “ down “… went to physical Hartlepool branch , who said that on a £201 order , they would offer me to keep the door with a £25 refund…. However looking on their website ,the repair paint to order from them is £25 , so no actual benefit.

The sales operative I spoke to on the day said that “they do £1.5m in orders per week”, so I took that as if they weren’t really bothered as it would make a fractional dent to them.
Date of experience: 05 November 2024

Lorenzo Colangelo

So we placed two orders. One for doors and one for handles and hinges . The doors arrived out of square, warped and one of the doors had obviously been worked on as the paint colour was different and rougher to touch. These doors should never have been sold. When I asked to have them collected, I was told that they need to be in original packaging . This is impossible and a passive aggressive means to make you not return them.
£800 for two sets of doors that are not worth - penny !!
The ironmongery was ordered before the boxes to the doors were opened . They were due to arrive on Friday 20th Dec as I payed for what they call VIP delivery . I had a guy booked to hang our new doors ( these ones Howdens). They didn’t arrive ( surprise) and they still haven’t arrived .
No communication as to why and no apology.
I may just be a rare case and unlucky , but my experience of Leader doors is terrible and would never use them again.

Richard Sykes

This company is a complete scam, I regret ordering from Leader Doors.

I purchased two custom-sized doors, but they sent me two standard-sized ones instead – completely unusable for my needs.

I contacted their customer service on 17th November 2024 and was assured replacements would be sent out. Weeks passed, and I chased again only to be told I had order something I had provided proof by means of their own invoice. Despite multiple follow-ups via phone and email, including using their callback service twice in one week, I have been completely ignored since until an automated email came saying the case was closed.

The lack of communication and unwillingness to resolve this issue is unacceptable. I’ve given them every opportunity to fix their mistake, but their silence speaks volumes about their commitment to customer satisfaction.

If you do decide to purchase from this company, I strongly recommend using a credit card to protect yourself financially. This allows you to dispute the charge if the company fails to deliver what was promised, which unfortunately seems to be a risk with this business. I did and I managed to claim funds back.

Poor service, no accountability, and a refusal to address legitimate issues – save yourself the frustration and shop elsewhere.

Lee Jordan

Great prices, great service. Delivery was quick and on time. One door did come slightly damaged. Sent them an email and they responded next day with confirmation of a new door being sent out once it came into stock. Kept me informed as to when door came into stock and it was sent out for delivery on the day I requested. Would use again.

Martin Collins

Good until there's a problem...

Door delivery times are quite long unless you want to pay extra but that was my choice so I'm not marking them down for that, but just so you're aware. However the delivery company used were very good.

The bi-fold door arrived without the holes drilled for the fittings. The instructions indicate that the holes should already be drilled and you just fit the fittings in. However my holes were not drilled, just solid wood. The instructions, further down, state that if there are no pre-drilled holes you have to drill them yourself, but there are no instructions for position, depth or size of the holes needed. So the door supplied is fairly useless to me. I'm not prepared to buy a drill and drill bits, then just guess, as if I get it wrong it would render the door completely useless and non-returnable.

Probably my fault, but when I phoned I went through to sales when I thought I phoned customer services. Sales took forever to answer so I assume Customer Service would be even worse at answering? Sales had to put me through but shortly after whilst waiting I was just abruptly cut off. I think that sums them up really.

So I've used the online form to instigate a return and refund, but they want a full 48 hours to respond suggesting insufficient staffing levels?

We want to replace all our doors in our house and this was just a test on a single door for the bathroom cupboard. They failed miserably and so we now intend on going elsewhere.

Positives are; the door was heavy and appeared to be fairly good quality. If the holes had been there I would have been relatively happy; the website is pretty good and easy to order from.

But with the telephone service, extended customer service wait times for the online form and the poor quality control, I can't recommend them at this time.

David Barlow

Ordered a glazed internal panel door, the price was cheap comparatively so wasn't expecting top quality, it arrived on time and was able to track the delivery van from factory to my front door. Once inside I opened it and was amazed how good and solid it was. Delivery 10/10 quality 10/10 price 10/10 ease of ordering 10/10. I will definitely use again.

Joseph

Shocking customer service, do not waste your money! There are countless more suppliers who have good customer service skills if god forbid something (even if it’s a small thing) goes wrong.

I ordered 6 doors and one arrived with damage to it, I notified customer service the day of delivery and asked for it to be uplifted and then after they took so long to get back and I had a joiner being paid to fit, I said I’d accept a partial refund, which they agreed. It subsequently took from November 3rd 2024 to January 16th 2025 to actually get my refund, and this was after weeks and weeks of emails and messages, often with no response for weeks at a time and then just the odd reply before weeks and weeks of no communication again, eventually I had to call citizens advice which seemed to be the only thing that made them issue the refund in late December.

They have a large social media following which makes you think they’re reputable, but the mass majority of their followers are actually bots / fake.

Save your hard earned money and use somewhere with good google reviews / trust pilot rating.