Business Profile

Furniture Stores

Leon's Furniture Limited

Headquarters

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

345 total complaints in the last 3 years.
112 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.

Initial Complaint
Date:08/11/2022
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 my sofa from Leon's less than a year ago. My warranty still has a month or so before it expires. The issue began this summer. Our sofas were fully covered with blankets the moment we got them. Just this summer after we took off the blankets, small little pills/cotton balls started appearing. We shaved them off once and they came back once again. We went to Leon's and told them about the issue and they said that this is a problem that usually occurs with all fabrics and they suggested we keep shaving them off. Although the more we shave them off it is guaranteed that the fabric will become very thin causing it to be vulnerable to ripping and tearing. Eventually, we agreed to the fact that this problem cannot be solved. A few weeks later, we started feeling as if the cushions have sunk in and the wood was prominent. It is very uncomfortable as it really hurts the back when we lay down. There also began squeaking which got very annoying. We reported that to Leon's and they said that the manufacturer will not be willing to help with this issue as they aren't going to grant a replacement whatsoever. We came back to the store and called many times. In fact, when I'm on a phone call with them they put me on hold saying they will be talking to the manager and manufacturer, and disconnect the line. When I call back, the same person responds as if they haven't even left the workspace to talk to the manager. **** ** **** **** ** ** *******. I went back there today (November 7th) and they also said the manager is reviewing our file and that there isn't much to be done. We have shown them a lot of proof such as the squeaking and the prominence of the wood yet they aren't cooperating with us. We are counting on BBB to help us out now.
Business Response
Date: 07/12/2022
Good day,
Thank you for reaching out and allowing us the opportunity to respond.
Parts are currently on order to service the product under the terms & conditions of the factory warranty.
Kind Regards,
Leon's Furniture Ltd.
Initial Complaint
Date:01/11/2022
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 purchased a ***** dishwasher from Leons on September 11th 2022. From day one the dishwasher never worked! Leons sent an installer and he could not get it to work. We called leons right away and recieved a **** **** welcoming from the customer service representative. I politely requested a new matching as the one they sent was faulty. Recieved a **** **** response that it was not their problem , deal with *****. We had the ***** technician come three times , I missed 3 days of work and pay and finally got an approval for a replacement on the 21st of October. I keep calling Leons and I keep getting told they don't have approval even though I have proof from *****. This is has been a horrible experience i will never buy from leons again this machine was like $1400.00 and it came broken. I can't believe this is how leons takes care of their clients they should have taken back the broken item and replaced right away and dealt with ***** themselves . This is ridiculous ! You pay that much for a dishwasher for it to never work. Leons does not care about their customers . Order number is ***********
Business Response
Date: 09/11/2022
Thank you for reaching out. An exchange has been completed since Leon's received the authorization from **** on October 29th

Customer Answer
Date: 09/11/2022

Complaint: ********

Selling you customers a broken machine and not taking responsibility for this even though I called on delivery and installation is horrible business practice. I waited over 2 months to get a new machine, when you sent me one that NEVER works. I will never shop at leons again

Sincerely,

Josh C.
Initial Complaint
Date:31/10/2022
Type:Delivery 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 couch from Leon's on December 29, 2021 for $1516.36 We ordered a different colored couch than what was available in store and were advised that this would take 4 months to arrive, as it was special order. We were told this by a salesperson at the store, so when we decided to buy the couch online, we thought 4 months isn't that long.

It is now nearing November 2022 and we still don't have our couch. We have been called a number of times with "the couch is still delayed". We went into Leon's to ask for our money back a couple of months ago or to re-select a couch. Nobody can tell us why the couch is so delayed, using an excuse that because it comes from China it is delayed, but almost a year delay is unacceptable. Especially since the store cannot give us any tracking information, we have no idea if this couch was even ordered and if it's even being made or if it will ever be delivered.

We were told that they could not give us a full refund and will take 25% from us, so we are out of $1516.36 and have no couch.
When we went to ask about a re-selection, they do not offer us a couch that fits our home at the same price as the couch we paid for, rather stating he would have to pay the difference. Which would result in another 2 thousand dollars.

We really need some support with this issue, as we have given the business our money and have zero guarantee that the couch we purchased almost one year ago, is ever going to arrive. We get calls from Leon's telling us they are having a sale and we should come by, but never telling us when our couch will come. * **** **** **** ** **** **** ** ***** I feel deceived and that they have my money and I will be forced to spend more just to get a couch when I already paid for the couch I wanted.

I am desperate for some resolution. Ideally our couch, but at the very least our full refund, as this has caused us a lot of distress.

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

Thank you.
Business Response
Date: 09/11/2022
Thank you for reaching out.
Regrettably, a delivery date cannot be set until the container carrying the product arrives at one of our stores or warehouses. Some manufacturers are still recuperating from the disruptions to the shipping and manufacturing industries. This affects our ability to deliver within our normal delivery time frames.
A store manager will connect with ***** to discuss their concerns further.
Best regards

Business Response
Date: 10/12/2022
Good afternoon,
Thank you again for reaching out and allowing us the chance to respond.
We have contacted our customer and have reached an amicable resolution.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 10/12/2022

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:18/10/2022
Type:Service or Repair 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 purchased a ***** ****** tv stand from Leon's online which was delivered September 20, 2022. The quality of the product is so awful and the drawers on the stand completely cracked. The brand (***** ******) comes with a 30 day guarantee and when I contacted Leon's (October 12, 2022) to get a refund, exchange or replacement I was told its not within the 3 days that Leon's offers for defects and everything is final sale. I also emailed my complaint and photos of the damaged product (October 12, 2022) and have received no response from Leon's. However, this tv stand is now unusable and the product comes with a 30 day guarantee no questions asked that Leon's clearly wasn't aware. I have also contacted ***** ****** who offered no assistance in the process. Be aware of the terrible quality of these products and ZERO accountability from either company in handling the defective, low quality merchandise.
Business Response
Date: 02/11/2022
Thank you for reaching out to us.

Once an item has been picked up or delivered, it is considered a final sale. Defects reported after 72 hours fall under the factory warranty. A voice message was left for Jordana C. at ********** on October 21st.

Leon's Ottawa East team will attempt to connect again today to assict Jordana.

Kind regards.
Customer Answer
Date: 08/11/2022

Better Business Bureau:
Leon's was able to get in contact with me and did in fact exchange the broken tv stand which was still under factory warranty.
I appreciate the customer service from the associate at Leon's whom I was dealing with on the phone.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Jor C.
Initial Complaint
Date:18/10/2022
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.
Bought sectional. Delivered and ripped in back when delivered. Since July 6 have been dealing with the store. Was told a repair person would be contacting me several times. I reach back out to Leons and get no response. Then out of the blue I get a random text from a number I don't know claiming they are the repair person. No call from Leons or the repair person. Then I get an email from the repair person. Still no call, no customer service. I reply saying with all the scams out there, and being a single woman, I'm uncomfortable and need someone from Leons to call (manager). I get no reply from the repair person (if in fact he is who he says he is) and no response from Leons. I called Leons south location 4 times on Oct 7th - with no answer to each call. Called the store again Oct 11th 2xs with no answer. I then called head office and a woman returned my call. I told her about the text, no answers, no reply to emails, etc. She said she would have a general manager look into it and call me right away - that was on Oct 11th in the morning. No call back. I called Leons today 2x - no answer. Then sent a message I'm filing a complaint. A woman called me back and was beyond rude with me. They purposely ignored every call I made, told me their repair guy is too busy to bother to call and provide customer service - he texts and emails and thats it. She spoke over me while I was speaking and so I continued to share that I have never been treated ** ****** *** with such disrespect in my life. I spent almost $5,000 there at the end of June and I want my couch fixed and to be treated with kindness. That this is blatant disrespect. * ****** ** ******* **** ** ****** ******* *** ** **** **** *** ***** * **** **** ******* *** ******** ** **. I expect head office to call me to fix this and never allow a repeat of such lack of disrespect and terrible customer service take place again.
Business Response
Date: 18/10/2022
Since the customer initially reached out to us, we have been in touch and were able to arrange a technician's visit.

Kind regards,
Customer Answer
Date: 19/10/2022
They treated me terribly across the board and have not once apologized for their brutal customer serive at best. They take zero accountability. They even screwed up and sent the technician to the wrong address and have continued to ignore my email to them. They have not fixed this - they are repeating brutal customer service. I want a proper apology. How do they have a complaint filed against them and yet still make a choice to ignore the customer? How is that fixing the issue? Complaint: ********

I am rejecting this response because:

Sincerely,

Trina Y.
Business Response
Date: 01/11/2022
Thanks for reaching out.
This file is under review with senior managment at Leon's South Edmonton.
Best
Initial Complaint
Date:17/10/2022
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 paid for a ******* recliner from Leon's (colour mushroom, price $1,072.37) on August 3, 2022. Delivery was August 17 and on August 19 I called Leon's to report the chair was defective and unsafe. Several calls and emails later a technician arrived September 8 and confirmed the chair was indeed broken, possibly a manufacturer's defect, and it would be exchanged for a new ******* recliner. Several more emails and calls, including calls to Leon's yesterday (October 14), have resulted in still no resolution.
Business Response
Date: 07/11/2022
Good afternoon,
Thank you for reaching out although we do regret the circumstances that lead you to write.
We have been in contact with our customer to discuss the exchange of this recliner or possibly selecting a different one.
We were able to locate a replacement and we are in the process of replacing this piece.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 11/11/2022
As of today (Nov. 10), there has been no more word on the arrival of the new chair.
Customer Answer
Date: 05/12/2022
Leon's in Orangeville finally delivered a
replacement recliner November 24/22. They told me I have a year's warranty from that date,
and so far the chair is still in good order.
Thank you for your help in this matter.
Initial Complaint
Date:14/10/2022
Type:Customer Service 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.
We purchased a sectional Sofa in March from Leon's in Truro.
In June (June 26) we had some issues with our sofa, stapls came our of one side and the deck broke on another part.
We sent in all requested photos, and the manufacturer approved it. We waited until late September before they were able to pick up to repair. Then we got hit with a hurricane and we had no power for 17 days. They came and got the sofa the morning after we got power, but we had vacuumed them out as best we could. They emailed me stating they would no longer cover the repair, to which I emailed back and told them it had already been approved.
I received an email from the manager requesting a call.
When I called him, he told me that we must have dogs, and our sofa smells like dog and had some stains on it, that they were not willing to repair it unless I paid the cleaning fee and had it cleaned by them or took it back home to have it cleaned. Now as I said we do have dogs and children, however the repair had absolutly nothing to do with sofa staining. We also didn't have the ability to have it cleaned prior to pick up because again we had no power. So I'm sure it did smell like dog. However the manager made me feel like an extremely dirty person, I actually cried for an hour after I got off the phone with him. They are keeping our sofa for a week, then returning it to us, insisting we have it deep cleaned, then coming back and taking it for another week. I have photos of the sofa the day before it was picked up, and while we do have animals we keep our house and furniture and belongings cleaned. I have never been made to feel so terrible by a person let alone a business. I'm so mortified.
Business Response
Date: 12/11/2022
Hello, the sofa has been fixed and returned to the customer on Oct 20. We are considering this issue resolved.

Thank you,
Customer Answer
Date: 12/11/2022

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,

Cindy B.
Initial Complaint
Date:14/10/2022
Type:Service or Repair 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 bought the sofa in September 2021 and it was delivered in January 2022. The left arm of the sofa has issues and has cracking sound. This was reported to Leons in February 2022 and a representative visited the house to check.

I was promised that they will replace the sofa arm (have email communications with them). I made several follow-ups and have been promised of different delivery date (the latest was August 31, 2022). Around mid September 2022, I requested for a manager to assist in following up the replacement however, instead of helping me, she told me to wait and there is nothing she can do. It feels bad that she did not even try to check or told me that she will try to help to follow-up and check on what is happening to the sofa arm replacement. *** ** **** ***** **** **** ** ***** ** *** ******
Business Response
Date: 14/11/2022
Hello.
Thank you for allowing us the opportunity to respond.
We are pleased that you did speak directly with our customer care advisor. She will be looking after your case personally and will follow up once we receive the part.
If you require any further assistance, please do not hesitate to contact us again at ###-###-####.
Thank you!
Customer Answer
Date: 15/11/2022
I received a call from Leon's customer service on Nov 9. I really do appreciate the help extended to me by BBB. They informed me that they will send the part on Nov 29.

Thank you very much for the help.
Initial Complaint
Date:28/09/2022
Type:Service or Repair 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 have bought this set of sofa(sofa, loveseat, chair) from Leon's ****** Store on Aug, 21 2021. First, the sofa frame was broken because of the poor quality in February, and they had made an exchange.
Then the love seat had the same issues in April, and I went to the store for a refund or exchange. Weeks later, they sent a technician to check the love seat for the creaking frame, low density foam and unbalanced legs, and he confirmed these issues and finished a report. After that, I did not get any progress, every time I called them. Every time, the costumer service would tell me they have ordered the parts and let me wait, but the order time they said are different almost every time. From April to September in 2022, I have called tons of times, but still got nothing actual progress except letting me wait. This is the sofa's link: (https://www.*****************/***********************************************************). It said that comes with 5 years warranty for frame and spring, 1 year for leather and workmanship.
After 5 months waiting, now I can touch the broken love seat frame through the leather, and the noise is much more louder. I send them email again, and still get nothing.
Business Response
Date: 29/09/2022
Hello

The Leon's ****** team spoke with ******* *** on September 27th and arranged an exchange for October 11th.

Thank you,
Customer Answer
Date: 29/09/2022

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:13/09/2022
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.
I bought 4 dandelion chairs from Leon’s, assembled them and only 3 legs touch the floor. I’ve contacted customer care, my only recourse but it’s been weeks with no resolution. I feel I have no recourse and am stuck with 4 useless chairs that were 300 each.
Business Response
Date: 14/09/2022
Thank you for reaching out. We will contact our customer to discuss the concern. Kind regards, Leon's Furniture Ltd.
Customer Answer
Date: 18/09/2022

Complaint: ********

I am rejecting this response because: While Leon’s customer support did reach out to me they said they would need to call me back but haven’t done so yet.

Sincerely,

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

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Leon's Furniture Limited is NOT a BBB Accredited Business.