Furniture Stores
Leon's Furniture LimitedHeadquarters
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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 ComplaintThe 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:08/09/2022
Type:Customer Service IssuesStatus: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 am writing this email to resolve this issue and express my frustration and disappointment in dealing with your **** ****** Ave St. Store. ********I bought my sofa and love seat for $ 1883.06 on April 6, 2022, from Leon's furniture, and a month later the sofa was delivered to me. A few days after I received my delivery I noticed that both the couch sofa cushions and love seat cushions had gotten extremely soft which is when I realized there is something wrong with them since I had barely used my sofa set. I contacted Leon's office by phone and explained the whole situation to them. It seemed to me that I had gotten a defective sofa set which is not something I would expect from a big store like Leon's. Leon's sent a technician to visit on April 20.2022 and the technician also confirmed that there is something wrong with the couch cushions she said she would order replacement cushions for the couch. After a long wait, I finally received the replacement cushions. It was quite shocking for me when just 2 weeks later I found that the replacement cushions also had the same issue. Again I contacted Leon's office and now I am not getting a proper response from them. The technician has already visited two times and made her report. It looks like Leon's doesn't even care about their customer. It was my worst decision when I bought the sofa set from Leon's and after this experience, I would never buy anything else from them again. I would also advise my family and friends to not buy anything from Leon's based on my experience. I am extremely unsatisfied with the product and the terrible customer service I have received so far. I am looking to resolve this issue ASAP,Business Response
Date: 08/09/2022
Good day,
Thank you for reaching out. We were in contact with our customer on September 4th to discuss other options. Customer will advise on how they would like to proceed.
Kind regards,
Leon's Furniture Ltd.Initial Complaint
Date:08/09/2022
Type:Product IssuesStatus: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 sofa from Leon's in May and finally received it August 20. Hired a truck to travel the two hour drive to Edmonton to pick it up. Got home and unpacked it to find that the back of one end of the sofa was higher than the other. Contacted customer service on August 22 and sent photos, and their technician determined that it was a manufacturers defect and that the sofa would be replaced. I was informed that the new sofa would be delivered to my home on Tuesday, September 6 at which time the delivery people would pick up the defective sofa. After not receiving a call from the delivery people to schedule the delivery for today, I contacted customer service and was told that the defective sofa had to be returned to their warehouse before I could get the replacement one and in addition to this I was also told that they do not deliver to my area. Completely opposite of what I was told two weeks ago, and totally unacceptable. Leon's should stand by their word and that of their customer service department.Business Response
Date: 14/09/2022
Good day,
Thank you for reaching out.
We certainly apologize for any confusion and any frustration unintentionally caused. We will reach out to our customer to discuss the matter.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 21/09/2022
Better Business Bureau:
I have talked to a Leon’s Furniture representative in reference to complaint ID ********, and the matter has been resolved to my satisfaction.
Sincerely,
***** ******Initial Complaint
Date:07/09/2022
Type:Product IssuesStatus: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 bought a sectional couch two years ago. Within a month the couch had detached from itself and I called on three separate occasions to have them put back together. Every single time, they gave me the runaround and I had to wait months to get it reattached but of course it always came apart again because it was held by nothing but a nut and a skimpy piece of fabric. One of the footrests also cracked within a month and whenever I brought that up they just ignored it. They also made me pay for a lifetime guarantee stain protection but my couch is covered in stains that won't come off and they refuse to answer my calls or call me back when I try to get it taken care of. My 4000$ couch is essentially ******* and I have tried contacting them over 20 times about it to no avail.Business Response
Date: 14/09/2022
THANK YOU FOR REACHING OUT, WE ARE PREPARED TO SEND A TECHNICIAN FOR AN INSPECTION.WE WILL CONTACT THE CUSTOMER
THANK YOU
LEONS.
Customer Answer
Date: 15/09/2022
Complaint: ********
I am rejecting this response because:I don’t want to be caught in the same cycle of having a technician coming over every other month as I have been thus far. I want an exchange or a refund for a couch that is not defective *******.
Sincerely,
Alexandria *****Initial Complaint
Date:06/09/2022
Type:Delivery IssuesStatus: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 December 2021, we purchased a new bedroom suite from Leon's in ****** ******* amongst other stuff and spent around $8,000 for all products. As we were building a new house the delivery was delayed for a little bit and we were fine with that. As we approached our closing date we started taking delivery of some items - first it was the TV, the chest of drawers, mattress and the side table in May 2022. We were advised that the remaining pieces were on the water and should be to us shortly. We continued to get the excuses of supply chain issues. We moved in early June 2022 - still no bed frame or one side table. In July we received the other side table and were advised that the bed should be coming within the next week. Received multiple calls regarding delays as they did not have all the boxes again stating supply chain issues. Finally in August 2022 we received a call the delivery would be the following Tuesday. The next day we received a call that they only had 3 of 4 boxes. When I asked about the 4th box they stated it was at the Burlington warehouse and hopefully it would be there before our delivery. I was not surprised that Tuesday when only 3 boxes arrived - not sure how far away they think that Burlington is from London - it only takes me about 1 1/2 hours to get there. The next Tuesday we finally received delivery on the 4th box however when we went to put it together the footboard drawer was damaged. When I called the next day this is when all the poor customer service came to light - not only could I not return the whole suite they said they would exchange it and it would be approx 3 weeks to get it to us. My frustration level was at its peak and I requested a 48 hour delivery plan once received and compensation of $500 - the manager of customer service stated no and I requested that this be elevated to their boss. Crickets!!!! Have not heard anything sinceBusiness Response
Date: 12/09/2022
Good day,
Thank you for reaching out, although we certainly regret the circumstances that led you to write.
As much as it is our intention of fulfilling all of our valued customer's expectations we realize we do have our limitations and some requests cannot be met. We understand the Service Manager has been in contact and is actively working on your exchange.
Kind regards,
Leon's Furniture Ltd.
Initial Complaint
Date:29/08/2022
Type:Customer Service IssuesStatus: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.
On June 12, 2022 my husband and I purchased a loveseat and two chairs from Leon's on Queenview Drive in Ottawa. I put a portion of the total order on a credit card and told the salesman that I would pay the remaining balace at the bank the following day, which I did. Two weeks later I received a call from the salesman asking when I would be making the payment. I informed him that I made the payment the day after we were in the store at my bank. He proceeded to inform me that Leon's does not accept bank payments. Why did he not tell me that when I was in the store. Two months have now passed, I am out $2,100.00 and no furniture. I have made multiple calls to the store, made another trip to the store wuth proof from the bank that the payment went through. No one returns phone calls as they promise. This is terrible customer service and I am a very unhappy customer. If this ever gets solved, and I get furniture, I will never buy anything from Leon's again. I will be spreading the word if I hear of anyone looking for furniture. My next step is Small Claims Court and CTV news.Business Response
Date: 31/08/2022
Good day and thank for reaching out.
We have been in contact with our customer to discuss the matter.
Kind Regards,
Leon's Furniture Ltd.Customer Answer
Date: 03/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Thus matter has bot been resolved. Yes Leon's contacted me and said they had my money BUT could not access. This is rediculous and I want it solvedBusiness Response
Date: 11/10/2022
Hello, this issue has been resolved, to our understanding.
The local store is in contact with the customer. Though The bank should have reversed the payment that the customer made to Leon's in error, Leon's corporate office will mail a cheque instead.
Kind regards.Initial Complaint
Date:29/08/2022
Type:Customer Service IssuesStatus: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.
Initial Contact: January 20th, 2022 we went to Leon's to enquire abut appliances for our new home we are building, *** **** the sa*** person, advised us to order right away to ensure we got them appliances on time. We required the appliances November 2022. We asked what happens if the appliances arrived early, he said and I quote "no problem we can hold them until you're ready". Fast forward to July 2022, we received a call advising the appliances have arrived and they need a delivery address. We currently don't have a house/storage, *** told us management changed their mind and now they can't hold them. *** apologized but said there was nothing they could do, we asked to speak with a manager and were told they don't have a manager (quite the day before). *** told us we could cancel our order and reorder BUT the price has increased by thousands and the fridge is no longer available. After alot of back and forth and unable to find replacement applicances we had no choice but to get them delivered minus the microwave (we changed our mind) On July 28th, we went in to pay the remaining balance and there was only $100.00 in the difference. THe person at the front counter told us *** removed the fridge from the invoice and added it again but increased the price by $500, We have the paper work that shows this. **** ** ****** he altered an invoice that was already agreed upon. When confronted he tried to tell us he didn't but when we told him we had the paper work he said we were right and changed it. **** *** ******** ****** ****** ** ** ******* *** ********** ** **** ** **** ********* **** * *** ********** **** *** *** we have spoked to other people who have had the exact same experience. *** **** ** ********** ***** *** * ****** *** **** ****** *** ***** **** ******** This was over $10,000 and now we are having to pay to store it because of **** *** told us. Now that the items need to be delivered again I want them delivered and storage covered.Business Response
Date: 30/08/2022
Good afternoon,
Facts regarding this order. Jan 20 2022 customer came in to the store and purchased freezer, range, fridge, dishwasher, dryer, washer and extended warranties on all appliances. The very same day the original fridge ($2431.47) was removed from the order and a new reselected fridge sku added which was more expensive ($2952.87). When the stock arrived in late June and the calls were made to the customer regarding paying the balance and setting up delivery, the customer had questions regarding the balance and when the invoice was explained the customer said that they never made the sku change and they wanted what the originally ordered. *** explained to the customer that they did reselect a different fridge on the day that the invoice was written but they disagreed and wanted the other sku. We added the original fridge to the invoice at the original amount that they were quoted. As for the holding of appliances that policy changed as stock was arriving a lot faster than we had originally expected and we do not have warehouse space to hold inventory.Customer Answer
Date: 31/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Good day,
This was never explained to us by ***, and now I'm understanding we didn't even get the fridge we ordered? I'm extremely confused the price only changed the day we went to do the final payment not on the same day we change the model of fridge. This adds a new layer because now we don't even have the fridge we ordered?
This could have all been avoided had we been able to speak with a managerInitial Complaint
Date:15/08/2022
Type:Delivery IssuesStatus: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 placed a special order on line at Leon's for an outdoor fridge in late May 2022. I understand that this was a committment that did not allow returns, but I was led to believe the item would arrive in time for a family function in July (6 weeks after purchase but no later than 8 weeks). I called the local store in Barrie 3 weeks ago to find out when it would arrive, and was told later that week (already too late for my plans). 3 weeks later, I called the local store (today) and am now told it may arrive by the end of August... but it may not. At this point, it will not arrive for any use for this year (outdoor patio fridge), and there seems to be no final time of delivery. I have paid in full and keep being told that it will arrive at a date that has been pushed back again and again. I asked about simply cancelling the order but was told I would be charged 25% restocking fee. After my discussion today with customer service, they are not even sure this has been or is in the process of being built. I simply would like to cancel the order but do not feel it is fair to be charged a 25% restocking fee. I have a feeling that they can simply keep pushing a delivery date further and further away, and I have no options other than accepting a significant loss on my original payment. I feel they have been disingenuous in their discussions with me.Business Response
Date: 15/08/2022
Good day,
Thank you for reaching out.
We have already been in contact with our customer since the 12th and have reached an amicable resolution.
Kind Regards,
Leon's Furniture Ltd.Customer Answer
Date: 16/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that I would be refunded the entire amount I paid, which would be satisfactory. However, I have yet to receive the refund. It has only been 2 business days since I received notification from Leon's (Friday August 12/22 in the afternoon) so maybe just need to give it some more time. I would be happy to close this file/complaint once I do receive the entire refund.Customer Answer
Date: 22/08/2022
Full refund received. You may close this case.
****** ***** ** *** *****Initial Complaint
Date:15/08/2022
Type:Service or Repair IssuesStatus: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.
Original purchase date: May 22, 2019
Purchased several items: washer, dryer, tv.
Also purchased extended warranty: 3 year extension ( Gold member )
4 year extension ( Diamond member )
Total amount of purchase: $2480.24
Leon's extended warranty states: Full Coverage product replacement
- non prorated value up to original purchase price available.
No Lemon Pledge - If you have 3 or more major repairs during your warranty period, we willreplace your product.
Complaint:
First item: **** ** *** *** ** *** TV
Spring 2022 - Tv needed repair, it took several weeks. The tv could not be repaired, we received a prorated amount of $314.37. The tv's purchase price was, $499.00.
Our extended warranty states: Full Comparable Replacement - Product for product, non prorated.
Second item: *** ** ** ** WASHER white
Summer 2022: Washer stopped working, They attempted repair 3 times, washer still does not work. It has been approximately 4 weeks, and now they still want us to wait.
Our extended warranty states: Full Comparable Replacement - non prorated value up to original purchase price.
We are waiting for them to return our call. On line customer service representative stated that would might receive a prorated amount towards the washer.
The purchase price for the washer was, $698.00.
During these two interactions we had to wait several weeks for resolution. We are constantly told to wait. As for the washer, it is going on about a month and the washer is still in need of repair.
* **** ******** *** ******* ** *** ********* ******** ** **** ** *** ******** ***********.Business Response
Date: 26/08/2022
Good day,
Thank you for reaching out and we appreciate the opportunity to respond.
We have been in contact with our customer and they have reselected to a replacement washer and TV using the pro-rated buyout issued. This is in keeping with the terms and conditions of the Product Protection Plan purchased on these two items.
Kind Regards,
Leon's Furniture Ltd.Initial Complaint
Date:10/08/2022
Type:Delivery IssuesStatus: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'm June I bought a sofa from Leon's. I was asked when I'd like it delivered. I was moving to **** on July 14th and asked for it to be delivered on the 18th. Weeks later I received a phone message that my sofa wouldn't be delivered until the end of July. I contacted them and explained that was not what I'd agree to. We compromised and my sofa was delivered on July 23rd. I paid full price for the sofa which was $2,999 plus GST for a total of $3,148.95. I was told that upon delivery I'd be given a refund to reflect the sale price of $2,549 plus GST so a total of $2,676.61 On the day of delivery I received a call from Leon's through their delivery service called ******* Delivery. They confirmed I'd received the sofa in excellent condition and that my refund had been credited to my ****** **** in that day (July 23). I have not received the credit and in a recent phone call I've been told the credit will only be $425. The difference in total price between the amount I paid and the discount promised is $472.34. The person on the phone said that's not the case and furthermore that I'm not entitled to have GST refunded. I feel that I'm not being given honest information and want to receive the full $472.34 as promised. They should credit this to my ****** **** or mail me a cheque (** *** ***, ****, ** *** ***) or send an eTransfer to my cell phone number which they have (*** *** ****). Can you help?Business Response
Date: 11/08/2022
Hello,
We have spoken to the customer and have noted there was some confusion on both ends. We are in the midst of processing her price match for her now. This case has been settled.Customer Answer
Date: 16/08/2022
I have received a credit to my credit card for the amount that was offered. I am satisfied this complaint can be closed. Thank you.Initial Complaint
Date:10/08/2022
Type:Product IssuesStatus: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.
Hello. I purchased a headboard and matching frame from Leon's London store online, which was fulfilled and delivered on Friday Aug 5th by the Scarborough location. I paid full price of $903. In the evening I called a guy and paid him cash to assemble the bed for me. When we opened the packaging, we discovered that it is missing two legs and two screws on the headboard. The guy charged me $150 and assembled the bed as much as he could given the missing pieces but did not complete the job. I wasted $150. I called Leon immediately and emailed them, but they were closed as this was at 8:30 pm. I emailed them the details with pictures. On Saturday, August 6th, I called London's Leon's office the first thing in the morning to follow up on my email. The CSR said she would look into my matter and follow up. At 1:20 pm I received a follow up email from CSR stating that "Scarborough doesn't have the spare parts and that she's trying to get in touch with a technician, who may have the legs/screws of the bed." This is the only update I got. Now it's Saturday night and I'm again sleeping on the couch. I've been sleeping on the couch for the last 2 days. Today (August 7th) I called to follow up and they said that the technician doesn't have parts and that I would need to wait 1 week to get the parts or even to be provided an exchange. Meaning I will be out of a bed for a week!! Unacceptable! Resolution I'm seeking: 1. Either a full refund with compensation of $150 cost I incurred for an incomplete assembly job or 2. exchange item delivered ASAP with $300 ($150 assembly cost included) discount for the bed for the inconvenience I faced.
**Update Aug 12/22**
*********** ***********
Leon has agreed to issue a full refund for the bed after I lodged a complaint with BBB. Prior to the complaint they weren't addressing my complaint appropriately. They picked up the defective item on August 10th. I'm still awaiting the refund to apply on my credit card. Despite all the hassle I encountered due to their poor customer service and defective item (run around with their customer service, inconvenience of sleeping on the couch for 3 days, booking the elevator of my condo again for pick up of defective item), all I'm requesting is I be reimbursed the assembly cost of $150 I incurred unnecessarily. Had the item not been missing key parts, the bed would have been completely assembled.Customer Answer
Date: 12/08/2022
*********** ***********
Leon has agreed to issue a full refund for the bed after I lodged a complaint with BBB. Prior to the complaint they weren't addressing my complaint appropriately. They picked up the defective item on August 10th. I'm still awaiting the refund to apply on my credit card. Despite all the hassle I encountered due to their poor customer service and defective item (run around with their customer service, inconvenience of sleeping on the couch for 3 days, booking the elevator of my condo again for pick up of defective item), all I'm requesting is I be reimbursed the assembly cost of $150 I incurred unnecessarily. Had the item not been missing key parts, the bed would have been completely assembled.
*** **************** *****************************************Customer Answer
Date: 15/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Leon's lacks accountability if they think that they are not liable for third party charges that a customer has suffered as a result of delivering a defective item that was not inspected by them or their manufacturers prior to delivery?
Leon's should be held accountable for the costs I have incurred; otherwise they will continue to provide incomplete and defective items to their customers at their expense and inconvenience. Being held liable will teach them to conduct their due diligence and inspect the products before shipping them.Business Response
Date: 15/08/2022
Thank you for reaching out with this issue. We were in contact with the customer prior to receiving this claim. The merchandise has been picked up and the purchase price was fully refunded August 11th.
Regrettably, we can not take liability for any third party charges.
Thank you for your help,
Leon's Furniture .
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