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Business Profile

Furniture Stores

Leon's Furniture Limited

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Leon's Furniture Limited's headquarters and its corporate-owned locations. To view all corporate locations, see

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Leon's Furniture Limited has 67 locations, listed below.

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    Customer Complaints Summary

    • 343 total complaints in the last 3 years.
    • 111 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:25/01/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a TV from Leon's on Dec 26th 2022. Unboxed it the 30th - there were lines running vertically on the entire screen and a "spider crack" at the bottom. I put it back in the box, and returned it that day. Leon's told me I have to send it away to the manufacturer, offered no help whatsoever. I left the TV at Leon's as I was furious. I received an email on Jan 3rd from Leon's that they sent the manufacturer photos of the TV (not the actual TV). Heard nothing after that, so I went in person on the 11th to cancel another item I had ordered. I was told on the 11th that I would receive my refund cheque in 5-10 days. On the 20th, I called Leon's for an update, they told me my cheque was there, but had not called me yet. I went to pick it up that day, and was told that the manufacturer said the TV was "banged or dropped" and they were not going to honour a refund or warranty; the woman proceeded to let me know that neither would Leon's. I was not given the report made by the manufacturer, regarding the assessment they made by looking at photos.This television cost me $673.20.I had it for a total of 4 days it was out of the box for under an hour. I should mention that when I went in on the 11th I spoke with a woman (Jennifer L.) who mentioned there was another *** television that had the same vertical lines throughout... When I returned on the 20th for my cheque, I brought that conversation up, and the woman quickly adjusted her story by saying that those lines occured because of "improper hanging (used the wrong screws is what she said), and that when they used the screws that came with the television, the television was fine - I am sure I have NEVER heard of a television coming with "hanging screws" but this is what she said. Verbatim. The TV is still there, I am, in all fairness, looking for my money back as this was by far one of the worst customer service/purchase experiences ever - I'll never go back after this.

    • Initial Complaint

      Date:20/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a ** Washing Machine and Dryer from Leons. From December 3, 2018 when the machine was dropped off we had six technicians to our home to fix the washing machine in the first six months of owning it. Since then we have managed to get the machine to work for the most part but now the machine no longer works. I filed a complaint with Leons and they told me to contact **** *** ***** which is who the extended warranty is through. I was told you cannot call **** *** ***** even though their website has a phone number. I completed the complaint form which when it is submitted it says someone will contact you in 72 hours. Well I submitted my complaint on Monday, January 9, 2023 and still to date I have received no email, no phone, no response whatsoever. I called Leons back on Monday, January 16, 2023 and complained again the woman treated me like I was a problem and told me it is 7 business days before they will contact you. She said she would contact **** *** ***** and let them know that I need a call back right away. Well we are past the 7 business days and still nothing. I have had no washing machine to use for myself who is autoimmune compromised along with my son. I am at my wits end as when I call the number on their website it says our agents are currently busy and we have a higher than normal call volume. I was hung up on four times. I feel with all the headaches I have had to endure because of the ******* appliance since day one that they should replace it with a new washing machine.

      Business Response

      Date: 01/02/2023

      Good morning,  

      Thank you for reaching out, 

      We have been in contact with our customer to discuss options under the extended warranty plan. 

      Kind Regards, 

      Leon's Furniture Ltd.  

      Customer Answer

      Date: 01/02/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for the moment. But please be advised that they are finally sending a technician to fix my washing machine but if my machine breaks for an 8th time I really do feel that they should replace it with a new machine ** **** ******* ******* *** **** ******* *** * ********* *** ********* ********* *** ** ***** ****** *** *** **** ** * *** *********** ** **** *** ** ** * ******* *** ** ** *** ********



      Sincerely,



      *** *****

    • Initial Complaint

      Date:18/01/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a ****** washer and extended warranty plan on June 6, 2020, and was delivered on August 29, 2020 - Model ********* In May 2022 I notified **** *** ***** regarding a defect in the machine - soap dispenser does not work
      A technician has come to the home on four occasions between May and October, 1) assessment, 2) replace motor, 3) assessment and adjustment (fixed the problem for about a week, 4) (Oct 23rd) evaluated a problem exists and promised follow up action. Have tried to contact ***** *** **** and Leon's since October 28th 2022, and mainly silence.
      One response I got was December 28th from **** *** ***** noting a technician would contact me, nothing since.
      I have sent emails and on-line messages on at least four different days to no avail.
      My chat text
      Name and email
      ****** washer order information

      This is 4th call for this problem – first May 2022 two service visits one to assess second replaced motor
      Problem not fixed
      Second call – June 20, 2022 – service technician could not determine problem but did something and it started working
      Not sure if soap was dispensing properly but the level was going down and indicated it was low
      After a couple of refills noticed soap in dispenser was mixing with water.
      Now it is no longer dispensing soap – same issue as original call
      Third call - October 18, 2022 - ###-###-#### on – hold 15 minutes – agent answered and then asked me to wait waited about three minutes then call ended.
      Technician came and told me all valves working – but these machines are known to have dispensing problems. Informed me he will check into this and get back to me. Have heard nothing and fault still exists.
      Tried calling again today, October 28, 2022 – on hold hung up and started this chat
      I need to get this resolved, please.

      I have since requested in writing that Leon's honour the terms of the warranty by either sending a technician out who can and will repair the problem or replace the unit under the ‘no lemon pledge.”

      Business Response

      Date: 21/02/2023

      Good morning,

      Thank you for reaching out.  The Extended Warranty team is actively reviewing this matter and will be in contact with the customer to confirm the options under the warranty plan.  

      Kind Regards, 

      Leon's Furniture Ltd.  

      Customer Answer

      Date: 06/03/2023

      To be clear Leon’s may have responded to BBB stating they would contact me but they have not.  I do not see Leon’s making any effort to resolve the issue whatsoever.

       
      Please reconsider opening the file or changing the status as I still have a defective washing machine and Leon’s has made no effort to resolve the issue

       

    • Initial Complaint

      Date:10/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Beginning in October our dishwasher gave us and error code, since then we have had multiple technician visits, last minute cancellations, false case closures amongst other issues and problems **** **** ******* ******** ** *** ******** ***** ***** *** **** ** ****** ********* ** ******* ***. Now its approaching 4 months, I’ve had to take multiple days off from work, and we are still no closer to having a working dishwasher, now our only solution is to spend over $600.00 out of pocket for an inferior replacement model using a credit that has yet to be applied to our account well over a week later. I would like to have my machine actually repaired or a replacement that matches our model without having to spend any additional money.

      Business Response

      Date: 11/01/2023

      Good afternoon, 

      Thank you for reaching out. 

      We will be in contact with our customer to discuss the replacement of this dishwasher under the extended warranty plan. 

      Kind Regards, 

      Leon's Furniture Ltd. 

    • Initial Complaint

      Date:10/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a ********** Fridge Dec 8, 2022. Jan 3, 2023 fridge stopped working. Freezer food completely thawed, fridge blowing warm air. Contact Leon’s was told to contact **********…(separate complaint) earliest repair date Jan 18, 2023. Unacceptable product less than 30 days not helping. Product should be exchanged for new one, also compensation for food lost. Leons should be the one to deal with their supplier as Leons has been paid for fridge. Unacceptable customer service.

      Business Response

      Date: 10/01/2023

      Good evening, 

      Thank you for reaching out.

      We have already been in communication with our customer and have reached an amicable resolution, 

      Kind Regards, 

      Leon's Furniture Ltd.  

    • Initial Complaint

      Date:08/01/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a chair in August 2022. Delivered in September and was faulty within 2 weeks. Store agreed to give me store credit and they would pick up chair, which they still have not done. This took 2 months to accomplish. In November I ordered a sound bar and paid an additional fee. I was told 2 to 4 weeks for the product as it was special order. After 4 weeks I called and was told nobody ordered it. They said it must be a new employee. Talked to ***** in electronics and he said they would email ******* and let me know the deliver date. ***** called me December 19 and read the email to me from ******* saying I would have it that week. No calls from Leons. I called after Christmas, January 6 and 7. They are still telling me they don’t have it yet. I can go buy it at **** *** in the store. I asked for my money back to do this. They keep quoting policy saying only store credit. It is not acceptable. They have had my money for 5 months and I have nothing to show for it. I am extremely frustrated and just want to get my money back and never shop at Leons again. I can provide emails showing my store credit refund and the additional money I paid which totals 1001.26 dollars

      Business Response

      Date: 09/01/2023

      Good morning and thank you for reaching out. 

      At this time we can confirm this unit has already been delivered.   

      Kind Regards, 

      Leon's Furniture Ltd. 

      Customer Answer

      Date: 09/01/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After having waited 5 months to resolve my situation, Leon’s has fixed the problem once I told them I filed a complaint with the BBB.



      Sincerely,



      ******* ******

    • Initial Complaint

      Date:08/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased two chairs in 2019 and paid for the extra insurance. My chair broke in September of 2022. I contacted Leon's in Kitchener about the broken chair. They sent a service man on September 25, 2022 to take picture and measure the mechanism that is broken. The service man had to come back and remeasure the chair October 22, 2022.
      I have called the store and insurance company (******) numerous times to find out about my chair. They have both given me the run around. I was told the part for the chair was ordered in October, then I was told it hadn't been ordered. I was told the part was on it's way and also that the part could be found here Waterloo. Then I was told the part had not been ordered they were waiting for a manufacturer number off the chair but no one called or came to see what that number was. I called the store and was told this when I was speaking with them and promptly gave them the number required and waited. Heard nothing from store or insurance company the rest of November and all of December. I called them today, January 3, 2023, and they told me once again that they have to check with the manufacturer to see if its been shipped. No one knows when this issue will be solved. The insurance company says there is nothing that they can do.
      * ** * ** **** *** ******** *** *** * ****** ******** * ** ** * ******* ****** *** * **** *** *** ***** ********* ** * ***** *** **** **** *******. I have been sitting in a broken chair since September 19th, 2022. All conversations with the store and insurance company have been initiated by me. At no time did the store EVER contact me about this chair.
      I see no end in sight. I don't know if the part has been ordered and if it has, when it will be here. I am very frustrated dealing with this issue and cannot get an answer to any of my questions after 4 months.
      I am unable to upload the receipt for the chairs and the coverage on them but can email them if you can provide me an email. Not too tech savvy.
      Thank you

      Business Response

      Date: 12/01/2023

      Good afternoon,  

      Thank you for reaching out.

      We did reach out in hopes of connecting with our customer to discuss this matter, we were not successful. 

      We ask that your kindly provide your original salesorder number or the phone number we would have on file for this purchase so we may review this concern.  

      Thank you, 

      Leon's Furniture Ltd.  

    • Initial Complaint

      Date:08/01/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      leons 6 months no payment..ordered a washer machine they said u only have to pay when it comes in..but had 6 month no payment then minimum payment..but leons staff said only pay when it comes in..so a year has passed and still no washer machine that i ordered..I cancelled order...but have a 580$ credit from leons from last washer..so they left my account just siting there..so now ********* had me in credit bureau because I have not made any payments after 6 months..and want me to pay off the washer ..somewheres arround 580 dollard owing..I never got washer...I called leons ******** spoke with manager..and he never got back to me..I called several times and he not in...******** called me several times..chap I spoke with was kind enought to give me 2 weeks to get this straightened out..they want their money...should leons not taken care of this.. I have no washer,in credit bureau now and still owe money for something I did not receive..

    • Initial Complaint

      Date:04/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have a washer that broke down, over 6 months ago. It was under warranty so they sent a repair man in, he has visited over 8 times. The first 3 times not fixing it by ordering the wrong parts. After that each visit was short and he still didn't fix it. I live in a house with 2 elderly people who need their clothes washed. ** *********** *** **** *** I voiced the severity of the issue yet was still ignored. *** ****** **** **** * ****** ********* **** *** ** *** *** ** *** ****** ***** *******. Leons isn't doing anything to help. They promised us after the first 3 visits they'd replace it but haven't followed though. Please help.

      Business Response

      Date: 09/01/2023

      Good morning and thank you for reaching out. 

      Kindly provide the original sales order/invoice number or the phone number used at the time of purchase so we may review. 

      Thank you, 

      Leon's Furniture Ltd.  

      Customer Answer

      Date: 13/01/2023



      Better Business Bureau:


      The order # for the washer was *********** Item Code:******* And the number was either ###-###-#### or ###-###-####. 



      Sincerely,



      ******* ********

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought furniture at Leon’s in cornwall on. Sales clerk made many mistakes. Furniture break the first time used. Items are not suitable (they say sell online to recoup monies). Nothing is returnable due to all sales final. Monies not returns only store credit. I have $1500.00 in broken or not appropriate for my space merchandise. Basically they are saying sorry but you are stuck with it. And we gave you store credit too. So I’m expected to sell broken furniture and other items to try and recoup my money. Um. No. I want these things returned and all monies returned including store credit. I want Leon’s to collect their merchandise from my home immediately and give me my money back. *** ** ********* **** **** *******

      Business Response

      Date: 04/01/2023

      The Customer began by not giving us the proper address for delivery.  That was the first mistake.  Second, it is the customers do diligence to measure for their new furniture.  we as sales people do not know the size or configurations of a customers home this step was not done.  we did replace her sofa due to the first one not fitting through the entrance to the home.  the customer came in right away to reselect a new one.  also we exchanged her area rug due to it not matching her new sofa.  Now the customer wants us to come pick up everything and give her a refund.  Leons clearly states on their invoices and it is also left as a note on the customer invoice saying "all sales are final".

      as it stand, the customer does have a $800 credit in store.

       

      thanks 

      Phillipe M.

      General Manager, Cornwall Leons

      ###-###-####

      Customer Answer

      Date: 04/01/2023



      Complaint: ********



      I am rejecting this response because: the sales clerk used Cornwallis postal code in order to set the purchase.  I gave accurate information for the address.  Admittedly I was unsure of the postal code given and the sales clerk advised she would use Cornwallis postal code to set the order in place.  I ended up taking three days off work to try and coordinate a delivery.  Also I would like to say that I assumes merchandise would fit into my home.  Unfortunately my assumption was wrong and yes they did return the merchandise.  I do pick out new merchandise.  I do have a store credit   I also have broken furniture that at the first use broke literally in my hand when I opened a door on the tv unit.  Further this tv units trim is coming off as is the other door.   I have spoken to Debra who has been a great person to talk to.  She has tentatively resolved the issue.  I’m presently at Leon’s to make attempts to resolve this issue.  



      Sincerely,



      ***** ********

      Business Response

      Date: 11/01/2023

      Good day, 

      Thank you again for reaching out. 

      We have been in contact with our customer and did reach an amicable resolution. 

      Kind Regards, 

      Leon's Furniture Ltd. 

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