Complaints

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

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

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  Leon's Furniture Limited

  45 Gordon MacKay Rd PO Box 1100 Station B North York, ON M9N 3X3

• 

  Leon's Furniture Limited

  10 Suntract Road North York, ON M9N 3N9

• 

  Leon's Furniture Limited

  1500 Victoria St Whitby, ON L1N 9M3

• 

  Leon's Furniture Limited

  255 Bremner Blvd. Toronto, ON M5V 3M9

• 

  Leon's Furniture Limited

  201 Britannia Rd East Mississauga, ON L4Z 3X8

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.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bed and frame from Leon’s in Niagara on the Lake. Bed frame arrived in July 2022. On assembly, drawer in bed was broken. Contacted Leon’s and they offered to get a replacement. Replacement arrived
  In October 2022, did not fit. As of end of December 2022, still waiting for replacement. Leon refuses to allow us to return bed. We cannot use bed in current condition.

  Business Response

  Date: 26/01/2023

  Good day, 

  Thank you for reaching out.  We have been in contact with our customer and have offered the option to reselect. 

  Kind Regards, 

  Leon's Furniture Ltd.  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  February 2022 purchased a sectional couch and bought an extended warranty from these people. But now refuse to fix the couch. I would like to cancel warranty and return couch back to them if possible. This ****** Leon guy *** * **** *** ***** and should not be working with the public. A few months ago he was arguing with a customer in that store and kicked him out. There is a bracket that came loose on the couch. And now they refuse to fix it. They said this isn't a manufacturing defect. Which they are wrong. Screws should not fall off couch. This is a safety concern and must be dealt with.

  Business Response

  Date: 05/01/2023

  Good day and thank you for reaching out,

  We are in receipt of both claims submitted by Mr. ***** and appreciate the opportunity to respond.  As discussed with our customer the damage to their sectional is not considered a manufacturing defect and regrettably not covered under the factory's warranty.  We have addressed several concerns brought to our attention since Mr. ***** received this furniture, including several service calls and the exchange of two pieces of this sectional.  Although we don't believe the current damage to be intentional we are confident it is not a result of a defect in the workmanship. 

  As much as it is our intention to satisfy all our valued customers' expectations we recognize we have our limitations and some demands simply cannot be met. 

  Kind Regards,  

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 05/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The bracket has fallen off and the middle cushion is broken. This needs to be addressed asap. Or I won't drop the claim. I'm not keeping a couch that is sagging. Leons needs to fix it under the warranty failure to do so will result into further actions. Leons is aware that the cushion is sagging and keep on saying other remarks. 
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In September I purchased a couch set from Leon’s ***** **** Calgary location. I spent $7000 in furniture, and when I got the first delivery, a three piece couch was damaged. The delivery person contacted the office to set up for the inspector to come and look at the couch, he came he made them take it back because the couch was badly damaged. The second couch came, and the same thing happened extra material. The wood was sticking out. The couch was damaged but also unsafe the third couch was delivered with the same thing more or less staples were sticking out same thing material was like a lot and it was like a lot of extra material the wood couch was just damaged once again so that would’ve made the third delivery. I have contacted the store over 30 times since I’ve gotten the couch I’ve requested to speak to the store manager every time I’ve called and every time he’s either not there or he’s in a meeting or he will call back, I’ve took in days off of work to get these deliveries. I’ve asked for a refund they said I cannot get a refund but they’re sending me damage product. I could pretty much be dangerous. The last delivery they came. They came with a paper saying that if there’s any damage that Leon’s wouldn’t be responsible for it when this was the first time they brought this paper they tried to use their head on me, so that if anything was to happen after this, they wouldn’t be in fault when they’re delivering me at the faulty damage product they end up, taking back the couch and last night called me while I was at work and told me that they got a new couch and it was going to be delivered today. I was working and I had to take the day off just to get a phone call again this morning to say that it is the same couch and they won’t be delivering it anymore and I won’t be getting a couch until May of next year which is 2023. This is unacceptable *** * **** **** * ***** ****** ** ** ** * ****** *** * ****** ****** *** ****** ** ****** ** ***** ** *** ** ** ****** I need help

  Business Response

  Date: 05/01/2023

  Hello,

  The store manager has already spoken with Mr. *********.

  We also left him a voicemail yesterday on the phone number he provided to the BBB.

  Advising him we can send out a technician today to repair the staple sticking out at the bottom of his sofa and replace the dust cover.

  We will also inspect and exchange his current sofa once a new Sofa arrives due to the other manufacturer defects with his current one.

  We are still waiting for Mr. ********* to call us back.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Re: Ticket #***** -- **** *** ***** Warranty -- Leon's
  
  Hello,
  
  I require your help as Leon's Furniture and Appliance's warranty company refuses to help me.
  They have refused to send a serviceman to take a look at my ** washing machine.
  They state that the issue is not covered by the extended warranty.
  
  It is strange that a loose button is not covered by the warranty.
  *** ********* ********.
  
  My phone number is ***-***-****
  My email address is *************@*****.com
  
  I am terribly disappointed with Leon's customer service.
  
  Kind Regards,
  
  ***** ******

  Business Response

  Date: 05/01/2023

  Good day,  

  Thank you for contacting us. 

  Although knobs generally are not covered under the terms and conditions of  the warranty plan* **** * ***** will dispatch a technician to assess the fault and proceed accordingly. 

  Kind Regards, 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 05/01/2023

  
  
  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.

  Thank you for your efforts.  Very much appreciated. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 13/01/2023

  I have yet to  be called back from **** *** ***** Warranty to resolve this issue.

  Business Response

  Date: 31/01/2023

  Good afternoon,

  Thank you for reaching out.  A service call has been dispatched by the extended warranty division. 

  Our customer should receive a call from the authorized technician in the coming days to book an appointment. 

  Kind Regards,

  Leon's Furniture Ltd.  

• Initial Complaint

  Date:23/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My purchase of a washer and dryer has been a complete disaster. I have had several repairs done to each machine. I purchased the extended warranty - thank goodness.
  I was told my dryer had exceeded the amount of repairs my warranty had included, therefore they offered me a prorated amount of money. I was not happy with this decision, and when I confirmed the amount of money at Leon’s from the warranty company (which is impossible to reach and the operators are not very knowledgeable nor friendly-Leon’s is really doing a disservice to their customers) I was told the amount and that I could apply it towards another purchase, or apply it to the credit card if I originally used for my initial purchase.
  As well I was also informed there was no expiry dates use this credit.
  Near the end of November I visited the store to make a purchase and use the credit on my account. At that time I was told the credit had expired. The manager said she would reach out to whom she needed to and retrieve the credit to be used towards a purchase of my choice. Approximately a week later she called and left a voicemail stating the credit has been applied to my account and could be used towards another purchase of my choice, and had to be used within 30 days.
  Approximately 1 week or so I received another voicemail from the service department telling me the credit was no longer available. I spoke with the manager of the service department who assured me she would rectify the problem and call me back. After 6 days had passed I still had not heard from her. I reached out to her and left a voicemail and then contacted a manager at the Orillia store. She looked into the issue and said the credit is back my account and must be used within 30 days, and only used towards a new dryer. I do not want to purchase another dryer, mine is working at this time, plus with the credit towards a purchase of a new dryer it would still cost me hundreds of dollars.
  Washing machine now waiting for a motherboard.

  Business Response

  Date: 12/01/2023

  Good afternoon and thank you for reaching out. 

  We appreciate the opportunity to clear up an apparent misunderstanding. Under the terms and conditions for the extended warranty plan a buyout would only be considered if the appliance has been deemed not repairable.  If a credit has been issued it must only be used towards the replacement of this appliance.  In this case a dryer for dryer.  As mentioned by the customer in this claim, the appliance is functioning therefor a credit would not be available.  

  We do apologize for any confusion inadvertently caused. 

  Kind Regards, 

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 12/01/2023

   Complaint: ********
  
  
  
  I am rejecting this response because the information provided is incorrect and Leon's should be held accountable. The response they wrote *** * **** *** doesn't even address the issue.  There was no misunderstanding on my end only Leon's Orillia. I have been dealing with the Manager in the Service Dept. in Owen Sound.  She would not share the head office contact information or phone number with me when it was requested.  This was a red flag and I should have known better than to try to resolve the issue with her. She did not follow thorough with arranging for my washing machine to be repaired. I had to do the foot work and then she denied saying she was looking into the matter.  Her last response was there is nothing she could do her hands were tied. I asked her who could deal with the issue and she did not respond. 

  I feel I was mistreated and provided with incorrect information.  The Manager initially wanted to pass it off as the warranty companies problem until I made it clear with her it was a 'Leon's' issue, as I had purchased my appliances from Leon's.  

  
  I was told my credit towards the dryer (due to the amount of repairs required) was applied, expired, applied, expired, applied, expired and then revoked. Leon's is not taking any accountability towards the amount of repairs I had to have completed on both my washing machine and dryer, nor for the different stories they continued to tell me. They gave me a credit then took it away, then when I complained about taking the credit away they revoked it and said I was not eligible in the first place. 

  I propose a credit for each of the machines to be used towards another purchase in store. I think that is a fair resolution. Leon's can debate with **** *** ***** for the previously applied credit for the dryer, and as well for the washing machine.  **** *** ***** indicated once the motherboard was replaced in the washing machine this would be the last repair completed and the same amount of credit as the dryer would also be applied for the washer. 
  
  Many reasons I should be compensated include: 
  - I have had many repairs to both machines (have been without their use on many occasions until they were fixed)
  - I could not use the hot water function for months on my washing machine
  - My dryer continues to take hours to dry - but have been told nothing can be done
  - My washer still leaks out of the front door - been told it is hair in the door ring - there is no hair and I clean it regularly
  - I was misinformed several times by **** *** *****
  - I was misinformed several times by employees at Orillia Leon's
  - I was given the credit 3 times, then the credit was taken away, and now it is revoked 
  - I was told I could use the credit towards another purchase in the store by 2 employees and a staff at **** *** ***** and then it changed and was told I could only use it towards a new dryer
  - I have spent a lot of time dealing with repairs, **** *** ***** (impossible to reach)

  I would like the owner of Leon's Orillia to contact me to resolve the issue. 

  Thank you, 

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

  Business Response

  Date: 13/02/2023

  Good day,

  
  Thank you again for allowing us the opportunity to respond.   We certainly apologize for any confusion.

  
  Under the terms and conditions of the extended warranty program the pro rated credit would only be issued towards the replacement of the insured item should it be deemed unrepairable.   The credit cannot be used towards the purchase of any other.   It is our understanding the repair has been complete on your washer and they dryer is still working at this time.  
  Once again our apologies for any confusion however we cannot consider your request. 

  
  Kind Regards, 
  Leon's Furniture Ltd.   

• Initial Complaint

  Date:22/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I brought a sofa from Leon's on 17 Dec 2022 and sales person told me that Leon's would responsible to attach the legs for me and I did not need to do any heavy things.
  
  On 21 Dec 2022 at around 10pm, the sofa got delivered and the delivery people just leaved the sofa unopened and asked me to sign on a paper, then leaved immediately. (I have pictures for proof)
  
  I was wondering how I can attach the legs myself and contacted their customer service online, the customer service agent told me that the delivery people supposed to attach the legs for me. I was shocked by his/her message because I did not expect the people could just ignored their responsibilities.
  
  After that, I called the store directly and the person told me that she would contact the delivery people and called me back as soon as possible. Not sure how much time I need wait for this small issue.
  
  I would like to take this opportunity to remind Leon's should always to train their employee to provide services, not just delivery the items and leave, this is completely not acceptable.

  Business Response

  Date: 22/12/2022

  Good day *** *** **,  

  Thank you for reaching out and allowing us the opportunity to review your concern.   

  Please accept our sincerest apology for any inconvenience caused during what should have been a pleasant buying experience.

  We appreciate you taking the time to provide this feedback as it is only through such feedback that we can hope to improve. 

  Kind Regards, 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 22/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  This is not an acceptable response. Feedback ? this is not a feedback.
  
  
  
  Sincerely,
  
  
  
  *** *** **

  Business Response

  Date: 29/12/2022

  Good afternoon, 

  We have already been in contact with our customer concerning this matter and have reached an amicable agreement. 

  Kind Regards, 

  Leon's Furniture LTD.  

• Initial Complaint

  Date:22/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Om April 6, 2022 I ordered a sofa from Leon's and paid half of the purchase price. In October 2022, I paid the other half for a total of $3,061.16. Leon's made a delivery in October and the feet of the sofa were missing. I called customer service and they said they would arrive at the latest on November 21. They never arrived. Since then, I have been calling them weekly to get an update on the delivery of the feet. They basically don't do anything about it blaming their supplier for the error. They seem incapable of managing their problem with their supplier and ignore the fact that I cannot use a sofa that has been fully paid. If they were concerned with service, the manager would get the supplier to ship the missing feet overnight. I need the feet delivered yesterday.

  Business Response

  Date: 27/01/2023

  Good morning,

  Thank you for reaching out and allowing us the chance to respond.

  Unfortunately, our attempts at reaching the customer have been unsuccessful.  We ask that the customer kindly reach out to our **** ***** location at ************ to arrange the delivery of these parts.  

  Kind Regards, 

  Leon's Furniture Ltd.   

• Initial Complaint

  Date:20/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dec 16 2022-sudbury Leon’s delivery drivers delivered our fridge ($1400) with waiver signed to come through back door but they refused said it wouldn’t fit (it will we measured n removed old fridge after) so they came through the front causing extreme damage to home and fridge. I get there is some damage that might occur but this is extreme and careless- they gave us 1 min heads up they were coming so wife ran around putting dogs away and grabbing our 2 infants- meanwhile these guys were shoving a fridge through our front door without supervision and then took off. If it wasn’t going to fit proper and professionally it needed to just be dropped in driveway but they told wife it would fit through the front…we just moved into this home and everything was renovated before so this is so upsetting for a trusted company to come into our home and have trusted delivery drivers do this. We don’t care about the waiver signed- it was thrown at my wife’s face not explained just told to sign to bring in fridge- this is very unfair for Leon’s corp to do this. Professionals needed to bring our fridge- I don’t think the 2 guys knew what they were doing. It’s all on our front door camera to watch back. It is disgusting how they shoved it up our front porch steps- you can watch where the plastic hit and got the huge dent coming in the front by the deliver driver. You need to back up your deliver driver action not just say oh you signed the piece of paper- yes!!! Trusting your company wouldn’t put a huge dent in our fridge, cause our front door to have a missing chunk and break our new flooring in kitchen. These are extreme damage, not just a scratch here n there. Something needs to be done about this and sudbury location will not do anything as waiver was signed. We returned our other items- we need a company who can deliver our appliances properly.

  Business Response

  Date: 24/01/2023

  Thank you for reaching out.  

  We have attempted reaching our customer to discuss the matter, we have not yet heard back. 

  The customer was asked to sign the damage waiver as the delivery crew, in their professional opinion, felt they could not maneuver the goods without possible damage to the residence or the product.  The customer insisted they proceed with the delivery and although our delivery crew had their concerns they are also confident that much of the damage reported by the customer was not caused during the delivery.  

  Although we certainly regret these circumstances we believe our team completed this delivery to the best of their abilities. 

  Kind Regards, 

  Leon's Furniture Ltd.  

   

• Initial Complaint

  Date:15/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction: May 28, 2022
  Amount paid: $1290.06
  Sales Order: ***********
  
  The original mattress was torn at the bottom once delivered. It took months for Leon’s to exchange the mattress. They sent me the wrong mattress initially called *********. They then sent me a mattress replacement called *********. The replacement mattress is sinking in and I have to put a pillow underneath me when sleeping. I reported it to them and they sent a technician to assess the mattress. The technician Measured the mattress and confirmed that it wasn’t good. When I spoke to Leon’s, they are refusing an exchange and telling me that the manufacturer will not exchange. I would like a refund or a better mattress because I can not sleep on this one. Thanks

  Business Response

  Date: 05/01/2023

  Good morning, 

  Thank you for contacting us. 

  We were in communication with our customer on December the 21st and did reach an amicable resolution. 

  Kind regards, 

  Leon's Furniture Ltd. 

• Initial Complaint

  Date:14/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ********* king size mattress from Leon's in Edmonton Alberta in 2020. We paid $1796.10 for this item. In November of 2022 we filed a complaint of sagging in the mattress. As well as separation at the memory foam where it attaches to the mattress. They sent out someone to inspect the mattress. It was deemed as defective. ********* gave a credit of $1796.10 plus taxes. The next comparable mattress to the one we have is over $5000. Leon's has informed us that there is nothing they can do and we should settle for a lesser quality mattress.
  
  We feel this is unfair as when we purchased this mattress we were told by Leon's that it was a non-prorated warranty and that if the mattress failed it would be replaced with the same mattress. If the same mattress wasen't available we get the next comparable model.
  ** **** **** ***. We just want a comparable mattress as we were told in the beginning

  Business Response

  Date: 25/01/2023

  Good day and thank you for reaching out. 

  We have been in contact with our customer and were able to reach an amicable resolution. 

  Kind Regards, 

  Leon's Furniture Ltd.