Ladderstore Reviews

Name: Ladderstore
Address: The Old Bank, 116-118 Bradshaw Brow, BL2 3DD, Bolton
Rating: 4.51

4.5 Rating 1,097 Reviews

88 %

of reviewers recommend Ladderstore

4.5

Based on 1,097 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

About Ladderstore:

Ladderstore are specialists in all things to do with Working at Height safely. Our experienced team will help you choose the best solution to your access query and if we cannot find a standard product we work closely with all the leading UK manufacturers to design and manufacture a bespoke solution for you.

Visit Website

Phone:

01204 590 232

Email:

Customerservices@ladderstore.com

Location:

The Old Bank, 116-118 Bradshaw Brow, BL2 3DD
Bolton
BL2 3DD

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Ladderstore 5 star review on 19th September 2024

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Ladderstore 5 star review on 18th September 2024

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Ladderstore 5 star review on 22nd August 2024

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Ladderstore 5 star review on 23rd July 2024

Peter Higginson

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor service, Have received order incorrect twice and still waiting for correct items, Paid up front for goods as well.”

Helpful Report

Posted 1 month ago

Hi Kevin, Thank you for your feedback, and I'm genuinely sorry to hear about the issues you've faced with your orders. I understand how frustrating it must be to have received incorrect items and to still be waiting for the correct ones. I have checked the order and I can see my colleague has been in contact with regards to the issues and is currently resolving this for you now. I can see that there were a miss-pick at the warehouse for the original product, however I can also see that it is out for delivery today. Your experience is important to us, and we're actively working to resolve this matter. Please know that we are committed to improving our service, and I appreciate your patience as we work through this. If there's anything more we can do to assist you, please let us know.

Posted 1 month ago

“Still waiting for delivery 6 weeks after placing order”

Helpful Report

Posted 1 month ago

Hi Keith, Thank you for your feedback. We're really sorry to hear that you have had a delay in receiving your order, I can see the order was placed and on the 09/01 we advised it was unfortunately out of stock until week commencing 20/01. Looking at the order I can see there were a further delay due to stock being delayed into the warehouse and the package was then dispatched on 31/01. I have checked the tracking and I can see this was attempted on 03/02, 08/02 & 10/02 but the delivery were unsuccessful. I can see we have since been in contact with regards to reorganising the delivery through the couriers. We understand how disappointing this must be, and we sincerely apologise for the delay and any inconvenience this may have caused you. Your experience is important to us, and we’re committed to improving our service. Thank you for your patience during this time.

Posted 1 month ago

“Shocking three out of three ladders damaged, waiting for a fourth”

Helpful Report

Posted 1 month ago

Hi Raymond, Thank you for your feedback, though we're truly sorry to hear about the issues you've faced with the ladders. We understand how frustrating it must be to receive damaged items, and we apologise for the inconvenience this has caused. Rest assured, we take this matter seriously and are looking into it to prevent it from happening in the future. I can see from the notes that three of the previous ladders have been damaged in transit and a replacement is out for delivery today. Apologies for the issues you have had with the order and any inconvenience this may have caused.

Posted 1 month ago

“Box contained a aluminium bar only and NOT the article required. Box was torn and contained an item which had been returned by another customer. Been told my item will be sent in early February. No personal contact to explain or discuss though I had sent phone details.”

Helpful Report

Posted 1 month ago

Hi Dennis, Thank you for your review. We truly apologize for the inconvenience you experienced with your order. We apologise that you received the incomplete item and tear in the packaging. I can see my colleague had dealt with your enquiry and had advised that there had been a misspick, I can also see from the notes my colleague had advised that there was a stock discrepancy and this was due early February. Looking at the tracking I can see it has been signed for today. I understand how frustrating this can be, especially without personal communication, so I apologise no further updates were provided after being told early February. We strive to improve our service, and your feedback is invaluable. Please rest assured that we are looking into this matter to ensure it doesn’t happen again in the future. We appreciate your patience and understanding.

Posted 1 month ago

“I won’t be using them again . They don’t seem to be able to deliver my item”

Helpful Report

Posted 3 months ago

Good Afternoon, Thank you for taking the time to share your experience with us. We're truly sorry to hear about the issues you've faced with your delivery. Looking in to it it seems it was delayed due to a delay in the network caused by the Christmas rush. I have since checked and can see it has now been delivered. Your feedback is vital, and we will use it to improve our service moving forward. We are extremely sorry for the delay.

Posted 3 months ago

“Ordered a part which was not expensive but needed. Paid for the item in October. Website said “in stock”. Waited for nearly 2 months and then told it would be Mid -January at the very earliest. Didn’t even offer an apology.”

Helpful Report

Posted 3 months ago

Hi John, First of all thank you for leaving a review, feedback does help us improve going forward. We are however sorry to hear that you were unhappy with our communication regarding the item you ordered. At the time of order our website page did state an estimated delivery data of November which is outlined on the product page and at checkout. Unfortunately this item became out of stock and we advised of a delay. From our records this was communicated swiftly with an apology for the delay. After communication you decided to cancel your order which was issued within 24 hours. We are sorry you did not feel our service met your standards this time.

Posted 3 months ago

“Their website states 'we offer a 30 day no quibble guarantee, if you purchase a product and you are not happy, simply return the item in its original packaging for a full refund'. However, when I recently tried to return an item Ladderstore demanded an outrageous £70 for 'return carriage and the return cost'. I eventually managed to get a refund, but only after insisting on booking the return courier myself. Despite using the same courier service as Ladderstore this cost me just £16.66 (fully insured) so I can only conclude that Ladderstore are attempting to levy a substantial restocking/admin fee. This is not permitted under Consumer Contracts Regulations and I will be reporting Ladderstore's behaviour to the relevant trading standards body.”

Helpful Report

Posted 8 months ago

Hi Peter Many thanks for getting in touch, i am sorry your experience was not a positive one. If the product is not required by the customer, we do give the customer the option to return the product themselves at their own cost for a full refund. We also offer to collect the product from customers though our third-party courier at the price we are quoted from them. We do not provide details of our collection courier to customers until collections are made as we use different couriers, if you are able to advise who you used to get the collection price, i can investigate this further for you.

Posted 8 months ago

“Ordered my in stock item and finally arrived 15 days later. They had put the wrong postal address on the parcel. After many emails and phone calls I did get the item. But it took persistence on my part to get replies to my emails.”

Helpful Report

Posted 1 year ago

Good Morning Andrew, thank you for taking the time to leave us a review. We are truly sorry about the trouble you went through in getting your order. Looking into it, your order was placed 26/10 and it was dispatched on 30/10 however I can see there was an error with regards to the postcode which unfortunately resulted in a delay in your getting your order. I can see our team were in touch on several occasions to try to resolve this issue but as it was with the courier it took some time to get a response so apologies about this. However, we are glad you eventually received your item and that you would recommend the product. If you wish to discuss further please don't hesitate to contact our customer service team on 01204 590232 or customerservice@ladderstore.com.

Posted 1 year ago

“Very poo service. The day my order was supposed to be delivered I received an email from the company saying my order was damaged in transit and that a new one item was being sent out the following day. How does a loft pole get damaged in transit??! I’ve never heard or such nonsense before. Secondly a few days after I was meant to receive my item I still didn’t receive anything. I called them up and asked about my item. The lady I spoke to said I should have received my item 2 days ago… she has since then said she will get me an update and call me back asap….6 hours later still no call back. I have since then called her and she has said she will call me soon… this was 2 hours ago. Still no call. I am never ordering from this company again.”

Helpful Report

Posted 1 year ago

Good Morning Jaiye, thank you for taking the time to leave us a review. Unfortunately on 31/10 we were advised by the courier company that this product was damaged in transit as the pole was bent by the cages in the van. We did dispatch another as discussed on a next day service for delivery on 01/11 but unfortunately this was held up at your local depot due to a backlog of freight. After the telephone conversation yesterday I had contacted your local depot direct as we were not getting a direct answer from the couriers hence the delay in coming back to you. To try to speed up the process we spoke direct to the courier company who confirmed it is out for delivery today 07/11 and the tracking was sent over yesterday via email. I have checked the tracking this morning and it looks like it has been delivered 09:15am this morning. Should you wish to discuss this matter further or request the POD please don't hesitate to get in touch with our customer service team. Our email is customerservice@ladderstore.com and contact number is 01204 590232. Apologies for the delay and issues you have had with the order.

Posted 1 year ago

“Put order in not heard any thing back took money out of bank no email nothing”

Helpful Report

Posted 1 year ago

Good Morning Paul, thank you for taking the time to leave us a review. I can see you placed an order online via the website on 18/10, the system is showing that an order confirmation email was sent following the order being placed. Please may you check your junk folder incase it has gone into there. Looking into the order I can see that this has been dispatched and also delivered and signed for. I have located the POD and if you would like me to send a copy over to you please let us know. If this is not the case please can you get in touch with our customer service department who will happy to investigate this further, they are contactable on - customerservice@ladderstore.com. I have also processed a refund for the next day charge due to the cut off this should have arrived Friday and I can see it was only signed for today so please accept our sincere apologies for any inconvenience this may have caused. Thank you.

Posted 1 year ago

“Site confusing. When ladders arrived realised I'd ordered the wrong ones and asked if I could send them back and exchange them for smaller ones and was told I could but the cost of returning the ladders would be £350.00. The ladders didn't even cost that and the delivery was free on the original order.”

Helpful Report

Posted 1 year ago

Good Afternoon, thank you for taking the time to leave a review. We are sorry to hear you were unhappy with the returns cost. With returns we are unable to collect and replace on the same mode of transport, this is because we use a third party courier who uses separate vans for collections and deliveries. The return cost provided was for the collection and returns for both ladders and accessories. As per our returns policy we are able to accept returns back if you wish to organise this at your own cost however there would be a restocking fee for this which was reflected in the returns cost but it is highly discounted. This price is what the couriers charge for the uplift and return. We had contacted you on several occasions with regards to the returns options but unfortunately with no further response from our initial contact we had to close the case, however If you would like any further information please don't hesitate to contact us

Posted 1 year ago

“I got this request for feedback before the item i have purchased even arrives, says it all really”

Helpful Report

Posted 1 year ago

Dear Malcolm, thank you for taking the time to leave us a review. I've checked our system and when the review request was sent out we had notification that your order was shipped and therefore should have been delivered, there however was a very slight one day delay on the delivery of your item. I have checked the progress of your order and see this item was signed for yesterday (09/08/23). Many apologies regarding the delay in transit and the premature review request. Should you have any further requirements please don't hesitate to get back in touch.

Posted 1 year ago

“Very disappointed in the misleading website at checkout. Lack of information led me to pay for next day delivery that turned up the following week. Having complained to customer service about it, they said I should have read the small print, but at the same time they admitted that their website could be better. Also communication with customer services was not very good so unlikely that I would use ladderstore again.”

Helpful Report

Posted 1 year ago

Good Afternoon Michael, thank you for taking the time to leave us a review and we are sorry to hear that it is unlikely you would use Ladderstore again. Upon review of the website, our delivery section; which can be found on every product page, does state that orders must be placed Monday to Thursday before 12pm for delivery the next working day. Whilst this is stated in both the terms and conditions and within each product page we agree it could be made a little more transparent on the checkout and this is something we will review. Thank you for your feedback.

Posted 1 year ago

“I ordered a loft hatch pole from this company on the 16th June and it didn't arrive until 11th July. After the initial no show I called customer services and was informed the delivery team hadn't been able to locate my address, even though a quick check of Google maps would have done the trick (does say much about the delivery team). After further delay and another call to customer services I was informed the pole had been re-sent out for dispatch, but had not gone out for delivery. Eventually the pole arrived almost 1 month after I placed my order and to add insult to injury the pole was delivered bent. So would I use this company again, absolutely not!!”

Helpful Report

Posted 1 year ago

Good Morning George, thank you for taking the time to leave us a review. Please accept our sincere apologies for all the issues you have had with the order. I can see from the order that unfortunately the first item was misplaced with the delivery company. I can see a replacement was organised however the courier company asked us to re-confirm the delivery address as they were struggling to find it. We are extremely sorry for the delay in receiving the item, should the item you received is damaged please get in touch with our team for a replacement or refund. Please accept our sincere apologies for any inconvenience caused.

Posted 1 year ago

“I ordered some loft ladder springs months ago and they did not arrive I got in touch and got a reply saying give it another couple of days see if they arrive. They didn't so I got in touch again asking what was going on and still o reply.”

Helpful Report

Posted 1 year ago

Good Afternoon Marcus, thank you for taking the time to leave us a review. I have just had a look at the order and can see the original email trail and notes to say it had not arrived. I can see that as it went via Royal Mail this specific order had no tracking which is why we asked you to wait the allocated time. Unfortunately I cannot see any further communications so please accept our sincere apologies about this. I have just sent over a quick email with your options now for either replacement or refund. Again please accept our sincere apologies about this and any inconvvience this may have caused you.

Posted 1 year ago

“We thought we were purchasing a loft ladder attached to a ceiling hatch. Both came as separate components, don't fit together and are of poor quality. We can't even open the ladder and it is too tall to get into the access area. Expensive disaster”

Helpful Report

Posted 2 years ago

Good Afternoon Alan, thank you for leaving us a review. We are sorry to hear you had an issue with the hatch that you purchased alongside the Deluxe loft ladder. After taking a look at this order we notice the hatch you purchased was unfortunately not compatible with the ladder you purchased. We do offer a 30 days returns policy and if notified about this issue we could have rectified this sooner for you, on this occasion we would be happy to extend this returns policy if you would like to return the hatch, one of our customer service team will be in touch. The returns section can be found here - https://www.ladderstore.com/delivery-returns/ We apologise for the issues you've encountered when purchasing these products and if we can be of any further help please let us know.

Posted 2 years ago

“Disappointed”

Helpful Report

Posted 2 years ago

Good Afternoon, thank you for taking the time to leave a review. Unfortunately, I cannot see any notes on the system with regards to this order. One of our team will be in touch with regards to the order and to see if there is anything we can do to help!

Posted 2 years ago

“The courier firm employed by Ladderstore have not fulfilled my order (#1000122251). First they claimed to have attempted delivery and left a card but in reality did neither. Then a few days later they falsely claimed to have made the delivery and obtained a signature, again they actually did neither. Meanwhile I still don't have the ladder I paid for while Ladderstore are doing nothing about it, don't answer my emails and their phone is always busy. Shop elsewhere!”

Helpful Report

Posted 3 years ago

“Order with Caution! When ordering from Ladderstore make absolutely sure you only order 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. When I then attempted to make arrangements to return the ladder in person, I was then told the 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, where you may, or may not be allowed to return it to. All I all I’m left with the feeling that the return / refund process operated by this company is designed to be as difficult as is possible to discourage you from doing so. So, to summarise. Customer relaitons 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.”

Helpful Report

Posted 3 years ago

Hi Russell, Thank you for taking the time to leave us a review and we apologise you are unhappy with our returns policy. Our returns policy is in place on our website for all customers to see before placing an order and our terms are also extended to 30 days, which is 16 days more than required by law. In regards to our returns costs, these are dictated by our couriers and this depends on the item purchased, we do not add any additional fees to this as we know they are already costly. Our returns costs and processes are no different to that of our like for like competitors which can also be found on their websites. Our products are sourced throughout the UK from various hubs and the location they leave from is the location they need to be returned to, hence why the item needs returning to Cardiff. No returns costs are applicable if items are faulty or damaged however on this occasion the wrong size was ordered. Hope this helps, any further questions please let us know - Ladderstore.

Posted 3 years ago

“I ordered a ladder over a week ago, and haven't received it yet. As I had heard nothing from Ladderstore I sent them an email on Wednesday 1st December to find out what was happening with the order and was told it would be delivered Friday 3rd December, but haven't even had a confirmation message that it has been despatched. I did receive an email inviting me to review though. But when I click on the link to review Ladderstore, it says it has been removed. I wonder why? So I have to review anonymously. Obviously I'm really not very happy. If Ladderstore read this my order no. is 1000122119.”

Helpful Report

Posted 3 years ago

Hello Simon, Thank you for taking the time to leave us a review. We are sorry to hear that your order has been delayed, I can see that you have previously spoken to my colleague Victoria and that this order is due so I will speak to the suppliers and see if we can get some tracking details. I am not sure about the review issue however once it has been sent out we are unable to retract this from your mailbox. Someone from our team will be in touch shortly to discuss the order further. Again please accept our sincere apologies for the inconvenience this may have caused you.

Posted 3 years ago

Ladderstore is rated 4.5 based on 1,097 reviews