Ladderstore Reviews 18

Purchased some ladders - didnt arrive - sent email to address on invoice, no reply, sent email to generic customer service email, no reply, called - 'all agents busy at present....please leave message...' - message left, no reply....every phone call - 'all agents busy at present....'

Considering this to be the worst customer service ever.

Honestly a terrible experience from start to finish. No one knows what's going on. Absolute shambles. Had to just cancel the order in the end.

SCAM! Terrible customer service, worst service I have had in a long time. I thought I was ordering a ladder of their website, just a custom size. Turns out they created a new design, not shown on their website, and sent this image to their supplier without sharing with me, the customer. It was for a child's bedroom but the metal work they added seems extremely unsafe. They also added a horrible varnish to the wood which was not advertised or described and I was planning to stain it myself.

I have endlessly asked for the correct order or a refund and Megan is adamant that I have to pay for their mistake. I would never recommended this company who seem to care very little for their customers. DO NOT BUY FROM HERE. FRAUD!

No one ever answers the phone so perhaps a fake number.

Also when delivering, I didn't get any alerts about the delivery and it went to my neighbours house who kindly redelivered it for me. Ladderstore have no place running an online business. SCAM.

Unfortunate customer service. School ordered the incorrect ladder for occupational health needs but ladderstore wouldn't allow me to exchange for the correct ladder. We are now stuck with a ladder we cannot use. I'm very disappointed.

Absolutely thrilled with my experience! From start to finish, it was seamless. The email communication was prompt and clear, with a detailed confirmation about the loft ladder and the expected delivery date. To my delight, the item arrived two days earlier than anticipated! It was packaged securely and came with clear, easy-to-follow installation instructions—a huge bonus for a DIYer like me. I was also impressed by the thoughtful inclusion of oil for lubrication, showing real attention to detail. Exceptional service and product—highly recommended!

Do not buy from this company! I purchased something over 2 weeks ago and they haven’t refunded and keep saying it’s been sent..
Absolute Scam!!

The told me an item was in stock. They company took my money. Only then did they tell me that it was not in stock and that a refund would take 5 days. Am i expected to magically produce the money to buy what i need before my deadline?

If i hadn't said anything would they have kept my money?

All of this occurred within a three hour window. I bet they somehow decide to kept a portion for themselves for 'admin'.

Possible scam. AVOID

Positives first - they are easy to contact and the website is great.
Negatives - you won’t receive your order when they say - and then they inform you that they haven’t got what you ordered - but they can offer you a more expensive alternative!!
Go directly to the manufacturer and cut out these chancers !

Product was OK but delivery was a shambles.

Ordered a ladder stand-off which was showing on the WEB site as in stock and available for delivery within a couple of days. Two and a half weeks later, and following me chasing for delivery updates several times, a torn and battered box turned up unannounced containing the required product.

The product was very competitively priced but sometimes things are cheap for a reason!

ordered shelf ladder oct 12th got excuse after excuse.long lead time from manufacturer,waiting for
confirmation from manufacturer, delivery vehicle broke
down (please wait another week) I was fully expecting
a volcano eruption,sink hole,outbreak of plague next,
constant chasing up,eventually they gave up and said
that particular supplier was now not on their books.almost a month later my order I got a refund
I personally would not recommend them.I was either very unlucky or I was given a deliberate run around.

Excellent service. I rang them for advice on a simple lightweight aluminium ladder. They couldn't have been more helpful and when asking if they could dispatch promptly they arranged for delivery within 2 days. It's very satisfactory and really is lightweight at 13lb for an 11 foot ladder - simple ladders without all the extras adding to the weight seem to be difficult to find these days, at least online.

Delighted with Ladderstore. Ordered two ladders and one of them was to fit a specific storage aperture, which was built especially for it.

It arrived swiftly - but it didn't fit. So I phoned, and they organised for it to be picked up, helped me choose a replacement, got it sent up the next day and now it fits perfectly.

Great service and nice, friendly people.

Apalling service. Ordered a ladder on line, nothing on the website to say no stock.
Get an email to say it won't be in stock for 3 weeks.
I tell them i need an alternative. Next day they offer an alternative, send me an order confirmation. 2 hours later they say they just sold the last one! The place is a joke, they don't want to sort problems, don't waste your time!! They order through a third party supplier so there is no guarantee you will get what you want!

Very disappointed from this company and the customer service also delivery timing and will never use them again or recommend them
We have purchased 10 steps platform ladder from their website on 18th April for £3382 and was described with pictures where clearly you can see a yellow side extensions and when we received the ladder on 27th May come without the yellow extension, then when we call they said that we have to pay extra £230 for the extensions in order to get them and they was sorry and apologise regarding the website description.
Here is my view on this company.
1. When we buy the product online delivery estimate was wrong on there website and we end up waiting 2 weeks longer to receive this product.
2. Description on the website don't mention about platform ladder coming without yellow side extensions also there is not additional option to upgrade or buy them separately when you purchase the ladder, but when we call to ask they explained that this is additional option and charged £230 for it saying that they do us a favour no adding profit on this.

Do not recommend this company.

Purchase order:1000124570

Order with Caution!
When ordering from Ladderstore make absolutely sure you only order if you are absolutely sure of what you need. If you are at all unsure, then do not bother with this company: take your custom elsewhere.
To be fair their returns policy does state that any returns will be refunded minus transportation costs, what they do not make clear is that for a 5 tread ladder bought for just over £100; the return cost is £67! Apparently this is set by their couriers, believe of that what you will, either way it's frankly obscene.
When I then attempted to make arrangements to return the ladder in person, I was then told their depot was in Cardiff and that they would need to check if a return in person was acceptable. This is despite the fact that ALL of Ladderstore’s communications stating they are based in Bolton. I don’t live far from Bolton, so it’s strange that when I mention a return in person all of a sudden it needs to go to Cardiff. To a depot where you may, or may not be allowed to return it to in person.
All I all I’m left with the feeling that the return / refund process operated by this company is disingenuous as it doesn't make their exorbitant returns charges clear, that you cannot make a return in person, or that they are not actually based at their correspondence address. It feels as if their process is designed to be as difficult as is possible to discourage you from using it.
To summarise. Customer relations from Ladderstore have been extremely poor to date and their return courier charges are exorbitant. If you’d like to be treated like your custom mattered, then I would STRONGLY advise you to shop elsewhere.

Just go to Screwfix; you won't be let down.
Ordered on Wednesday for a delivery Thursday. Promised on Friday that delivery would be in 7 stops...... needless to say it didn't arrive and little / no explanation until I chased them.

Just go to screwfix or Toolstation, it's easier and with less broken promises

I purchased a Hailo combination ladder, model 9309-507. I checked pricing on at least 7 other sites. Ladderstore price was between £16 and £72 cheaper. I placed the order online on a Sunday evening and immediately received an email confirming my order.
Then realized I had ordered and paid for TWO ladders by mistake so I emailed Laddestore to inform them of my error. Before 9am Monday morning Ladderstore had emailed to confirm that they had corrected the order and refunded my credit card (my card was credited the same day), and thanked me for my custom (how rare is that these days?!). The ladder was delivered 2 days later (on standard delivery, free).

This company advertises on their website and on their confirmation invoice to me that I would receive my order 'next day delivery' if a premium is paid. This is a complete falsehood.
I paid twice the price of the item on Thursday 28 November and expected to receive it on 29 or 30 November at the latest. This was for an urgent job. The item did not arrive until Monday 2nd December causing me to have to lay off workers.
It could have been sent first class post for the same delivery time!
I sent an email of complaint and asked for a refund of my premium postage. To date I have not received any reply and much less an apology or refund.
I would not bother using this company again and if you must then don't waste money on the fake express delivery.