"Still waiting for a reply"

On the 16 November I purchased a set of, what I thought was, extendable aluminium ladders. The delivery took only a few days – good I thought. However, what arrived was a single ladder. On the afternoon I refused the delivery of extension ladder I asked the delivery man to take them back as it was not what I ordered.
I then immediately rang Ladders.co.uk and told them of the oversight and could I order an extending set of ladders and to use the £153.95 I paid and I would pay any extra that was required. They informed me that there was a restocking fee of £40 which I think was grossly unfair as I genuinely believed that they were extension ladders. The online photo is misleading as it shows two ladders and on ordering it stated that it extended to 7m.

I maintained that I still request a full refund be returned. No where on the website or order form/receipt does it state a £40 restocking fee. In their terms and conditions it states that there may be a restocking fee but it does not state it would be £40, which I think is excessive

I did however order the ladders on my phone and did not see the full extent of the advert. But it clearly stated that the ladders were extendable. Ladder.co.uk replied to say that “you have ordered a 15 tread ladder which states it has a 4m extension height”.

I am in retirement and the ladders were a gift for my son, I can ill-afford to be losing £40. Their website is deceiving and I believe I was misled on the purchase. The return was in good faith and believe was in-line with your returns policy. I think Ladders.co.uk could have negotiated, as a goodwill gesture, that I would have paid a smaller amount of the re-stocking fee and still have purchased a double set of extendable ladders. I believe they were unfairly rigid in their decision which makes me feel financially abused. To date Ladders.co.uk have still not refunded the £40.

Tread carefully with this on-line company.

"I wish I had read the reviews for…"

I wish I had read the reviews for Ladders.co.uk prior to placing my order! I wouldn't have placed an order with them had I checked. I have given them one star because they answered the phone. After that, the customer service went down hill very fast. Tried to place an order, originally online, but that failed on three occasions. So, I rang them, "oh, we have been having technical problems" then having discussed the extra handrail required (which I had to contact them for) didn't seem to be a problem. The sales guy went away, checked came back and yes, its in stock! Delivered next Tuesday (this was on Friday). Needless to say the ladder never arrived. Rang them again, spoke to a rather annoying lady who after disappearing for 8 minutes just fobbed me off with "where did you get the Tuesday delivery from? It's up to 5 working days) so, you won't receive the ladder until after Christmas!!! Frustrating, I was a new customer. Two members of staff telling me two different stories. If I treated my customers that way I would lose them pretty quick. So, they lost my custom pretty quick! No honesty, just bull****! I would tread carefully if you decide to use this company, read the reviews, that tells you all you need to know!!

"Not sure I would use again"

My builder wanted a very specific loft ladder that had excellent insulation. I found it the cheapest on this website and ordered at the end of November. At the time of ordering, it said the item was in stock with a lead time of 1-3 days. After 5 days I still had no shipping information and reached out to customer support. They responded saying it was actually out of stock and would be in stock on the 12th December, Would I like to wait? I said sure and then proceeded to look at the recent Trustpilot reviews.

I immediately thought I had been scammed. Especially as the customer support email address is some randomly generated one that has nothing to do with the company. I decided to wait until the 12th and if nothing arrived, instruct my bank to do a chargeback.

Surprisingly though, I received tracking information a couple of days after contacting support and the loft ladder was delivered on the 9th.

I'm not sure if I would use this company again. It seems they are drop shippers for the actual brands so your experience could be very hit and miss. Also, I can't leave a review for the item itself on their website as there is no way to? So that leaves me to believe their reviews on the site must be fake. My order is still also marked as "awaiting fulfilment".

"Roof Ladders - Failure to Deliver"

Ordered roof ladders and as advertised delivery 3-5 days, it’s now over two weeks and ladders have still not arrived, despite numerous promises of delivery dates, all which have all failed to deliver on.

I requested refund or part refund on delivery charges, this was refused - This company has no concept of customer services. Also it appears they are an intermediary company between you as the customer and their suppliers, so they have no actual control except when taking your money under falsely advertised timescales.

My recommendation is simply do not use this intermediary online company

"Probably OK If The Product Is OK"

Returns are impossible without extortionate prices (£100 for £130 product).

Nice customer service people but I am now left with a totally useless product in my garage. Absolutely crazy, would not recommend anyone buys from here.

"Still awaiting refund"

Having cancelled an order I am still awaiting a refund over a week later. LFI ladders can be found much cheaper elsewhere. I would not recommend dealing with this company.

"Delivered perfectly in really bad snowy…"

Delivered perfectly in really bad snowy conditions. A star service

"Laura From Ladders.co.uk"

Had a lovely lady called Laura that was very professional and polite that dropped a ladder off to site. Very efficient and reliable.

"Did Not Process Order"

Ordered warehouse ladder in September with a original delivery time of two weeks. Chased up order and was told that the lead time had changed to 30 days. Chased up order again after 30 days and was told that they had not even raised the order with the supplier and the new lead time was 60 days, 100 days after my original order.

"George was very helpful and polite…"

George was very helpful and polite 👍👍A+++++