Leo Copping

Disappointing Experience – Poor Communication and Failed Deliveries

I placed an order for doors on 13th July, advertised as in stock. A delivery was arranged for 16th July, but nothing arrived. When I followed up the next day, I was told the doors were not actually in stock when they attempted to dispatch them. I was reassured they had landed in the UK and would be with me shortly.

A new delivery was scheduled for 7th August — again, nothing turned up. When I called, I was told they were out of stock with no confirmed restock date. At this point, I asked for a refund.

Initially, the refund was refused based on the stated 22–24 day lead time in their terms and conditions. However, I pushed back due to the breakdown in trust and repeated inconvenience. They eventually agreed to process a refund if their supplier confirmed cancellation — again shifting the issue onto the supplier rather than taking ownership as the retailer.

As of writing this, the refund hasn’t been confirmed, though they’ve said I’ll receive an email. I’ve given them 24 hours before escalating to Trading Standards.

While the staff are polite and friendly on the phone, don’t let that mask what has been, in my opinion, unacceptable business practice. They lean heavily on the lead-time clause in the T&Cs, but in the end, trust is everything when buying online from companies you don’t know.

Sadly, my experience suggests serious issues with their order handling and communication — and I would advise others to proceed with caution or avoid.