ladders.co.uk Reviews 48

Ordered a set of triple extension ladders via ladders.co.uk at a cost of £316. They got the postcode wrong so they arrived late !
On arrival by courier the consignment was refused due to rung damage on the ladders and returned with photo proof etc.
It has taken in excess of 3 weeks to get a full refund following emails and phone calls and finally threatened with Mastercard section 75.
Customer service gives every excuse why refund has been delayed !
This company will only give you a major headache and waste your valuable time and expense if you need to return the item. In my opinion I would avoid this company at all cost and consider a more reputable company like "Screwfix" at the same price.

Ordered a new set of roofing ladders and 4 weeks later they still haven’t arrived.

At first they said it was an IT issue from their supplier not picking up our order so we managed to sort that after around 10 days of them not showing up.

I can now see my ladders have sat in a delivery depot for over a week. After calling numerous times the delivery depot seemed to not be able to find them until today where I was then asked to come and collect them.

I have called ladders.co.uk on 2 or three occasions throughout this to chase things up and have also asked for the delivery costs of the ladders to be returned to us given the delay and also them not actually being delivered.

We won’t be ordering from them again in the future.

Terrible to deal with, Ladders faulty and the response was not satisfactory, keep away from them

Ordered a ladder stand off with free delivery, no reply to emails. When I phoned I was told by 'Aiden' there was a extra £10 delivery I had to pay, shocking.
Refused this extra charge & got a PayPal refund
Avoid this company

Do not use this company!!!!!!!!

I ordered an 3 piece extension ladder which arrived damaged and they have refused to replace it. This means I’ve been left with an unsafe ladder and they don’t seem to care, nor will anybody speak to me on the phone regarding the issue. Please avoid this company at all costs!!!

Delivery arrived on time, Nice customer service. However the returns process lets them down significantly. Charge £58 to return in unused condition and very slow to refund money.

Absolutely shocking service from this company. It was supposed to be 2 days delivery it took 2 weeks. The ladders finally arrived I had move on and purchased from screwfix as I needed them for a job.They arrived in 1 day with screwfix. I told ladders.co.uk I need to return them and they have the cheek
To try charge me £58.50 plus vat for return.RUBBISH COMPANY AVOID STICK WITH SCREWFIX OR TOOLSTATION

Ordered ladders on next day delivery, they weren't delivered, waited a few days and contacted them, low and behold we had a message to say the delivery had been attempted, we know for sure it wasn't as I have a ring doorbell which wasn't pressed, neither was the motion sensor activated. I requested a refund, which I still haven't received, minus the £50 restocking charge from the supplier. Do yourself a favour and find a company which directly supplies the ladder, not a middleman.

Whatever you do - don't buy from the company! The company behind this website is really called Austin Group Ltd. If the product is faulty - they deny the problem and won't resolve it for you. Purchase from another company and save yourself a world of pain.

I ordered wooden step ladders that firstly say they were in stock but turns out they were not and then they said it would take 2-3 weeks to deliver, so I placed the order. I called back after 3 weeks, as they had not turned up, and was told the ladders would arrive in the next day or two. They didn't! I then called back after 4 weeks and was told by another operative that they have not been ordered at all!!, and that I would need to wait another 3 weeks. So cancelled. Appalling service. False advertisement. take your money and don't give a damn.

2 ladders apparently damaged in transit waited in 2 days off work for a no show wouldn't use them again!

We ordered some ladders, which cost a lot. Unfortunately they were unable to fulfil the order. I was told we could wait for stock to arrive or we could request a refund. We couldn’t wait so we requested a refund. Within two days the money was back in our account! All emails were dealt with promptly. Would order again if we ever needed anything!

This is a shockingly bad company. Reviews above refer to (a) poor quality, (b) poor value, (c) poor customer service. I’ve been waiting for more than two months for my order to arrive. They don’t keep you up to date with your order and when chased, refuse to give a firm delivery date. Their customer service is insolent and rude. With this attitude, they deserve to go out of business. Avoid dealing with them unless you want a load of grief.

I recently ordered a Lyte NELT320 triple extension ladder from ladders.co.uk
Their price was the most competitive I could find and the ladder was delivered within the quoted time frame.
Excellent service!

Awful ladders not at all like the salesman told me to buy these are squared rungs not d rungs I’m now being charged 50 pounds to send these ladders back totally unhappy

The back foot of the ladder completely snapped off after 2 months of purchasing the ladder. No help from customer service to replacement feet, they don't do them? really. Told me to go to the supplier of Lyte ladders who gave me a wrong code for the feet. I was told I can not return the ladder either. Wished I had read the reviews first too 😡

Customer service is appalling, its like dealing with a small child (Charlie). They say they have stock when they dont, they are just middlemen doing nothing apart from passing order to suppliers. Ladders didn't arrive, tracking was wrong but they wont admit to an issue and ask the same stupid questions over and over.

AVOID AVOID AVOID

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 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!!

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".