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:23/11/2022

  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.

  In August 2022, I made a purchase. the wrong product was sent to my house. ** *** * ****** ******* ** ******* ****** **** *** ** ****** ** ******* *** ***********. We have made multiple trips to Leons, spoken to managers and customer service, repeated our story to every new person at their store in hopes of a resolution. *** **** *** ***** ** *** ****** ** ***** ** *** **** *** ***** **** ** **** ** ****** ** ** *** ****** ** *** ******. this could have been easily resolved 3 months ago but all they are dong is giving us the run around. All i want is for them to refund my money and come get their bed.
  Every time i go to the store they give me a day and time and then nothing happens within that time frame. I have made trip after trip. stayed on the phone for long hours waiting for customer service to ping pong me around to different people but i have had enough. all leons has done is lie to me and made me a fool. please. all i want is my money back and nothing to do with this store anymore.
  This store is in Kitchner fairway road.

  Business Response

  Date: 21/12/2022

  Good day, 
  

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

  Several attempts have
  been made to arrange the pickup of this bed, multiple messages have been left
  for the customer.  Kindly provide an alternate number so we may
  reach the customer. 
  Or we ask that the customer
  reach out to our Kitchener Store at ###-###-#### when the bed is disassembled
  so they may proceed with this pick up.  Should we not hear back from the
  customer within the next ten days we will assume the customer has decided to
  keep this bed and we will consider the matter closed. 

  
  Kind Regards, 
  

  Leon's Furniture
  Ltd.  

  Customer Answer

  Date: 21/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as I have specifically said many times over to Leon’s and to BBB. Leon has not left “multiple messages” all effort has been on my part for a resolution. Every time we go to the store there is a different person with different promises. 
  please ask them to provide a transaction record of the visits I have made to the store and their misrepresentation. 
  

  the last voice message was from last week where they said “ we will come tomorrow to pick up the bed” that tomorrow has not come yet. 
  

  I have said I will not pay for the bed to be disassembled. It is their mistake and they need to resolve it by picking up the bed themself and disassembling it.

  also I would like them to clearly provide BBB with the refund amount including for the bed that has not even been delivered yet

  i would like everything in writing. I will not accept verbal offers anymore ** *** * **** ******** ** **** **** **** ******

  I appreciate the mediation BBB is offering and hope that they hold Leon accountable for their actions against seniors who have limited income and resources. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 13/01/2023

  Hello,
  
  We have since finalized the return of the bedroom set under SO# *********** on our end and are prepared to refund $613.82 back to the original method of payment. In addition, we would also process a refund for $631.90 for the canceled order of a 3pc full bed set under SO# ************ .
  
  In total we would be refunding $1245.72 back onto the original method of payment which would be the **** ending in ****.
  
  For us to process the refund we would need you to either come in person to receive it or call and provide your card information over the phone. We do not take card information over email due to security concerns. If you prefer to provide the card information over email, we will process it as a one-time exception. 
  
  Thank you for your patience and understanding through this process.
  
  
  Thank you,
  
  Customer Care |
  
  Leon’s Furniture Kitchener

• Initial Complaint

  Date:21/11/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a Television from Leon's furniture for my son for Christmas. Prior to purchasing the Television I called into the store to inquire about the refund policy concerning a Christmas gift. I was told that there would not be an issue since it was a gift. ** * **** * ********** ** ** ***** ** my husband & son-in-law went into the store to pick up the Television. WHEN THEY RETURNED HOME WITH THE RECEIPT I DID NOT SEE THE REFUND POLICY AS DISCUSSED ON THE PHONE. I CALLED IN TO THE STORE & THE LADY ON THE PHONE INDICATED THAT THERE IS NO LONGER A REFUND POLICY. I ASKED WHEN THIS CHANGED & SHE COULD NOT ANSWER MY QUESTION. WHEN I TOLD HER THAT I SPOKE TO SOMEONE WHO INDICATED DIFFERENTLY, SHE STATED SHE DID NOT KNOW. I ASKED WHAT WOULD HAPPEN IF THERE IS A PROBLEM WITH THE TELEVISION WHEN OPENED ON CHRISTMAS & I WAS TOLD THAT WOULD NOT BE THEIR ISSUE. AT NO TIME DURING CHECK OUT WERE MY HUSBAND & SON IN LAW TOLD THAT THERE WAS A ZERO RETURN POLICY IN FORCE AT THIS TIME. I SPENT $572. WITH NO GUARANTEE OF ANYTHING WHICH WAS COMPLETELY DIFFERENT TO WHAT I WAS TOLD ON THE PHONE. THIS IS MISREPRESENTATION FROM THE PEOPLE WHO ARE THE FIRST LINE OF CONTACT FOR CONSUMERS LIKE MYSELF. I WOULD LIKE TO RETURN THIS ITEM TO THE STORE. I WAS PUT ON HOLD FOR A MANAGER & HUNG UP ON. I CALLED BACK INTO THE STORE & AGAIN PUT ON HOLD & HUNG UP ON. LEONS SHOULD GIVE OUT CORRECT INFORMATION TO CUSTOMERS SO WE CAN MAKE AN INFORMED DECISION. THIS IS EXTREMELY UNFAIR

• Initial Complaint

  Date:18/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  DANGEROUS PRODUCTS HORRIBLE CUSTOMER SUPPORT SERVICE
  FOR LOYALTY CUSTOMER I BUY ALL THE TIME THERE.
  I BOUGHT A GLASS DINING TABLE FROM LEONS AND SUDDENLY EXPLODED IN THE MIDDLE OF THE DAY AT THE TIME OF PURCHASE I BOUGHT THE WARRANTY AS WELL FOR5 Years . * **** * ****** **** *** **** ***** ** * ******** ******* ** **** **** ****** *** ***** ** *** **** ***** *** **** ******** ** ******* *** * *** ** **** ** *** *** ***** *** **** **** ** *** ****** I went to LEONS AND THEY TOLD ME MY WARRANTY IS over. AND THEY CANT DO ANYTHING FOR ME.
  ** **** **** ******** ****** * ***** ** **** ***** ** ********

  Business Response

  Date: 18/11/2022

  Good day,  

  Thank you for reaching out although we do sincerely wish it were under different circumstances.  Our records show delivery of this table on April 21st, of 2016. Regrettably, any warranty on this product has expired.

  While we certainly empathize with your situation we hope you can understand we do have our limitations.      

  Kind Regards,  

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 18/11/2022

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

  there is no resolution, on my complain not even a discount to get a new dinning table ******* **** * ** ****** ** *** ***** *** ****** * ********* ******* **** ***** **** ** ** ** * ********

  i want this business to apologize of how i was treated being a loyal customer and give me options to have another dining table 

  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:18/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Bought a **** tv on Nov 2/2022
  Model********, I called their customer service and explained the voice and picture syncing is off. I tried their instructions, but it did not work. After a few tries they sent a link with suggestions of what to do.
  I then called **** regarding the problem and was told they cannot do anything, I explained that the TV was under manufacture warranty. I called Leon’s again and was told that I have to solve the problem myself and they don’t do exchanges or returns.
  Could you please help me to get this problem resolve.
  The cost of the TV was $855.13 with tax

  Business Response

  Date: 07/12/2022

  Good day 

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

  **** would like to dispatch one for their factory authorized technicians to inspect this unit and address the concern, however according to **** the service call has been turned down.  

  Regrettably, without the manufacturer's return authorization this unit cannot be exchanged. 

  Regards, 

  Leon's Furniture Ltd.   

  Customer Answer

  Date: 07/12/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:15/11/2022

  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.

  I purchase a box spring and mattress from Leon's furniture store on February 21/2021.(Online) September 17/2022 the box spring broke along with the the springs in mattress. I have 5 support legs attached to my bed frame plus 2 post on head board and foot board. Prior to purchasing box spring and mattress I bought 1000 dollar steel bed frame from Leon's. I called Leon's on September 18/2022 complain about box spring and mattress and was told they would send someone out to look at it. On October 18/2022 Leon's called to tell me someone would be at my house on November 8,/2022 to inspect the box spring and mattress. When their representative showed up he said he was just here to inspect not make a decision. Leon's called roughly 4 days later telling me they were not covering mattress but would give us a credit of 149.99 for box spring. I said the mattress has a 10 year warranty and its only 18 months old. I told them I have the warranty and my receipt. I also told them it told them 6 weeks to get your inspector here and I had to go buy another box spring and mattress. I told Leon's I want my money back. They said sorry we are only willing to give you a store credit for box spring. I said I am going to sue you guys. The customer service attend said she was going to speak with store manager and he would probably contact Kingsdown manufacture.

  Business Response

  Date: 21/11/2022

  Good day, 

  Thank you for reaching out.   

  An exchange has been authorized under the terms & conditions of the factory warranty.  We have reached out to our customer to arrange this exchange, 

   Kind regards,  

  Leon's Furniture Ltd.   

   

• Initial Complaint

  Date:14/11/2022

  Type:Product 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.

  Around may of 2021 i bought a fridge from leaons. In oct of that year it broke. This being our first time dealing with a broken fridge we just called leons because its under warranty. All we where told its the manufacturer warranty so call them. No one gave us a number or email or anything to call. Finally we found the info and started the process. This time we lost about $600 worth of food. So ******* came fixed the issue. About a month later it broke again had to replace it this time. We went into the store to do a replacement where the staff tried charging us the difference in the fridge. (We bought it on a promo). Then they tried charging us again for extend warranty witch we didnt even use yet. Just had a ton of problems. After getting that strained out we got a new fridge in may of this year. Again 2 weeks before thanksgiving it brakes again. Right after we did a $1200 of cold and frozen food order. Everything ruined. Again we went throu the clames process at ******* (***** * ***** *** ** **** * *** *******) but anyways they say it needs to be replaced again. So now here we are dealing with leons once again. Before we went in to the store i had called about 4 times to have the store manager call me. Because at this point i dont want the same fridge. I want to replace it with a different brand. Manager never called. We then went jnto the store and asked for a manager. The staff didnt get me on insted they just tried doing everything them selves. So after getting frustrated we told them to just replace it. I was told they would call me the next day with when it would be here. No call. I called them back they said a week maybe but not sure. I called again was told end of November but not sure. So now im frustrated. No manager will call me. Head office wont call me. So now i call again. And am told they are just refunding my money. This is something i asked for multiple times! I go to get my refund im yelled at told to shut up. And still no refund or fridge.

  Business Response

  Date: 10/12/2022

  Good day, 

  Thank you for reaching out.   

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

  Kind Regards, 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 10/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: leons has done nothing to try and resolve this issue. But what there staff did do was try and give my business a bad name, play childish games and *** *** about how we resolved my issue. I lost so much food because of there product i lost business because of the stunts they pulled.  I was without a fridge for the betrer part of the last year because of this company.  ***** **** *** ***** ******* ***** *** ******** **** ****** ** ***** ** ******** *** ******** *** ***** ** *** ******* *** ***r. Yeah we finally got a replacement fridge but nothing is resolved what so ever.
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 06/01/2023

  Thank you again for reaching out. 

  Although we surely sympathize
  with your situation we do believe replacement of this fridge fulfills any
  legal and moral obligation.    
  As much as it is our goal to meet all of our valued customers'
  expectations we realize we do have our limitations and some demands simply
  cannot be met.   
  

  Kind Regards,
  Leon's Furniture Ltd. 

  Customer Answer

  Date: 06/01/2023

  Complaint: ********

  
  

  I am rejecting this response because: *** **** *** **** ***** ** ******* * ****** * ****** **** ***** *** *** ** **** *********** ** *** ** ***** **** * ****** ***** * ****** ** ****** ***** ***** **** ***** ******* *** ******* ***** ** ********** ******* ** *** ******** ******* **** ******* *** *** ***** ********* ***** They all need to be held accountable.  They clame to stand by there products but yet when we loose hundreds of $ in food they run and hide in there office, they dont return phone calls and they try and blame the customer. * **** * ****** ****** ** *** **** ** **** ** ** ****** **** * ********** ** ******* ** *** ** ***** ***** ****** ** *** ***** **** ***** ******* **** **** ***** They dont want to take responsibility for anything. 

  
  

  Sincerely,

  
  

  **** *******

• Initial Complaint

  Date:14/11/2022

  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.

  I bought a couch from Leon's ******* ** *** **** location on June 16, 2022, and it was delivered on June 28, 2022.
  By early October, a bulge has formed on the front part of one of the seats of the couch, the part that raises from the floor to the seat.
  I called Leon's to complain and also mentioned some loose threads, and that the cushions do not stay in place and slide out which causes the couch to be very uncomfortable.
  Leon's customer service said I was sitting on the couch wrong. They sent an inspector to come look at the couch and he took pictures and sent a report on October 31, 2022.
  Leon's customer service called me November 2, 2022, they told me that my couch was defective and someone would come fix it. I have concerns that this $4,000 couch will not last me a year considering it is already it is already having problems after having it only a few months in a low traffic home. However Leon's has told me that they do not take furniture back. This is what I would like to dispute because as their customer service has admitted, my couch is defective and I would like to return it. I have contacted the general manger on November 3, 2022 but have not heard back from him.

  Business Response

  Date: 08/12/2022

  Good day, 

  Thank you for reaching out. 

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

  Thank you, 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we have not reached an amicable response. I would like a refund but have been offered store credit. When I said this wasn't ideal, I was told this was the best they would do.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 17/01/2023

  Good afternoon,  

  Thank you for reaching out.  

  Although all delivered sales are considered final and subject to factory warranty for service or exchange, we are issuing an instore credit for a reselection,

  As much as it is our intention to satisfy all our valued customers' request we understand we do have our limitation and some demands simply can not be met. 

  Kind Regards, 

  Leon's Furniture Ltd. 

• Initial Complaint

  Date:14/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 made the purchased from Leon's Furniture Ltd. in September 2022 for the amount of $2248.10. I received the products on October 13th & October 19th, 2022; however, the products were malfunctioned and did not put together properly. * ** * ****** *** ***** ***** *** **** ***** ******** *** ********* *** ********* *** ******. They delivered to me the wrong items and causing me a lot of trouble when I tried to initiate a return process.

  Business Response

  Date: 25/11/2022

  Hello, a voice message has been left for this customer to please connect with the General Manager at Leon's Weston. 

   

  The number to reach is ###-###-####

   

  Kind regards

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Order *********** Total $732.24. I ordered an electric range in Feb/21 that arrived with a broken plastic slider on the warming tray, causing the tray to be unusable. I emailed customer service with pictures asking how to get the plastic slider replaced. Leon's responded March 10/2021 saying they would try to find the part, then responded again March 12/2021 saying they would have to order it. I was told that due to covid, shipping was slow and it would likely take awhile. November 30, 2021 I emailed to check on the status and received no response. April 17, 2022 I forwarded all previous emails and asked again for an update on the status, and received no response. November 2, 2022 I spoke with customer service at the store that had no record of my inquiries and had to get management involved. They called me back that evening asking me to resend the pictures of the item and the broken part, which I did immediately, and they said they would call me back. They did not. November 4, 2022 I called and spoke with a different rep at the store who told me that since it had been over a year, there was nothing they could do. November 7, 2022 I went to the store with the printed emails and proof that I had been following up since delivery. They confirmed that they had my emails and refused to take the printed copies for their records, then asked me to send a picture of the serial number, which I did immediately in front of them. I received a call that they would order the part from the manufacturer. November 10, 2022 I received a call from * *** * *********** which deals in appliance repair saying that Leon's sent the order to them and I needed to pay for it personally otherwise they could not put the order in. I am incredibly disappointed at the lack of follow-through and professionalism on the part of Leon's furniture, taking an extraordinary amount of my time and leaving me with the bill for a part that was defective upon delivery.

• Initial Complaint

  Date:09/11/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 Oct. 30 2021. Sales Order/Invoice ***********. Purchased a 5PC sectional. Paid in full $ 3212.27 this included a platinum complete coverage. When couch arrived it was damaged. 1 head rest on the corner piece zipper was damaged. Screw on 1 piece was damaged. Called customer service said I needed a replacement seat and head rest. Sent pictures while on the phone with customer service she scheduled a technician to come look at the couch. Technician came rethreaded the bolt that was loose (still loose couch comes apart). Said he would let customer service know we needed a replacement head rest. Called and went in store numerous times a month asking about replacement head rest. Was then told they do not produce this couch anymore so they could not get a replacement head rest. I asked for them for refund and them pick the couch up as I did not want an incomplete couch. They refused. They offered 300 dollars but like I said I did not want an incomplete couch. In the platinum complete package the coverage is 5 years for structural, accidental stain, accidental damage coverage and 2 year durability.