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

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

• 

  Leon's Furniture Limited

  10081 McLaughlin Rd N Brampton, ON L7A 2X5

• 

  Leon's Furniture Limited

  286 Fairway Rd S Kitchener, ON N2C 1W9

• 

  Leon's Furniture Limited

  440 Taylor Rd. Niagara on the Lake, ON L0S 1J0

• 

  Leon's Furniture Limited

  20 McLevin Ave Scarborough, ON M1B 2V5

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:20/06/2024

  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.

  When the Washer Dryer was delivered to my home in Terrace Bay, I took a picture once the cardboard was removed by the delivery guys and didn't notice the damage to the dryer where it attaches to the washer and the dryer was leaning forward and not upright. I noticed the walls of each side of the dryer were bowed out, and the front of the dryer was forced downward and out of the alignment on the edges where the dryer and washer meet. We think it got dropped upside down, not necessarily in Thunder Bay, but perhaps from the manufacturer. The paint is scratched off on both sides from the dryer being forced downward and bowed out. I have included pictures. In the first picture I took in the driveway after the guys removed the cardboard, look at the left side where front of dryer tapers down to meet washer. You can see it dented out and pulled out of joint.
  The whole dryer is leaning forward. We found lose bolts on the back bracket which holds the dryer to the washer. We tried our best to get the alignment back and had to insert rubber pads to bring the dryer unit upright. There was a screw sticking out of the Control Panel where the hole is for the lever that pushes back when the door is closed. We were able to free it up but now the bolt is sitting freely inside the Control Panel. We also found two more free floating bolts just sitting there after removing the front plate between the washer and dryer with no idea where they are suppose to be. This is unacceptable! This unit wouldn't sell in the store; I can tell you that much. It is running with some vibration on the dryer. We are worried about the bearings on the dryer not balanced which will bring early bearing failure.
  I paid a total of $2257.74 for a damaged , scratched, dented brand new unit. Leons won't replace it, or accept my offer of a $1000 refund. She didn't look at the pictures, and just offered $150.00 and would not let me speak with a Manager and was not allowed to give me the phone number.

  Business Response

  Date: 12/07/2024

  Good day,
  
  We appreciate you reaching out to us, although we wish it were under different circumstances.
  
  The management team at Thunder Bay has photos on file, and we understand that there was an agreement for a credit of up to $150 to keep the unit as is, as the minimal scratches found do not affect the product's functionality. No additional compensation will be considered.

  Best regards,

  Customer Answer

  Date: 02/08/2024

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

  I was forced to either accept the $150.00 or refuse it and call ********* manufacturer for repairs to be done on the unit. It would be decided by the ********* manufacturers if they can repair it. I explained to Leon’s this is not right to just walk away and be satisfied with me having a damaged brand new unit and offer $150 when I asked for a $1000 settlement. If I didn’t accept the measly $150.00 I would end up with nothing on both options I do not understand how Leon’s can accept leaving me with a damaged unit and now it’s my problem to deal with ********* manufacturer for repair or compensation in which there was no guarantee. They simply didn’t care, wouldn’t connect me to higher management to discuss the damage and what Leon’s can do for me as the customer  **** ************ **** ****** *** * **** ***** ******** **** ***** ***** **** *****  

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

  Business Response

  Date: 08/08/2024

  Hello 
  
  We do not have a policy for offering compensation. Any amount provided would be at the store's discretion and is considered a gesture of goodwill. 
  
  This matter is considered closed. 

  Customer Answer

  Date: 08/08/2024

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

  No where when ordering the Washer Dryer Combo and paying the $200 Delivery Fee, and a Grand Total of $2257.74 does it say if your washer dryer combo is delivered damaged,that we will compensate you only $150.00. According to the sales representative and Manager that day of delivery this is what they offered after I was explaining my unacceptability of the washer dryer and wanted it replaced, their answer was no and to take the $150.00 or go through the manufacturer which I mentioned already in my previous response.

  So Leons is ok with delivering a damaged washer dryer combo and accept my $2257.74 for what is an eyesore and frustration every time I look at it.  ****** *** **** **** *** ****** *** **** ************ ** ***** ******** ***** ***** ****. The fact they don't care, take no responsibility, and I'm stuck with the damage unit and $150.00 compensation is simply very poor management, and customer satisfaction.  

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

  PAYMENT DETAILS
  Delivery Fee: $200.00
  Sub Total: $1,998.00
  Taxes:$259.74
  Grand Total:$2,257.74
  
  

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

  Business Response

  Date: 14/08/2024

  When reporting concealed damage, customers have the option to exchange or, if the damage is minimal, keep it as is. The customer was offered a damage allowance as a gesture of goodwill to keep it as is and asked for a higher amount, which was declined. 
  
  The customer ultimately agreed, and the refund was completed. The file was closed.  The customer then attempted other avenues to receive further discounts; however, our position remains the same. The unit is now subject to the factory warranty.
  
  Further compensation will not be considered, and we consider this matter closed. 
  
  Thank you.

  Customer Answer

  Date: 18/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  When I spoke with the Customer Service Representative I said I wanted to return the washer/dryer unit and she responded they did not take returns.  I asked a few times to take the unit back and she kept saying they do not accept returns.  I explained I was dissatisfied with the decision and asked for a Manager.  She replied the Manager is not available.  I asked for the Managers phone number.  She replied she was not allowed to give it out.  I asked again that I wanted to return the unit.  After being told once again they do not accept returns, I had no choice but to accept a $150.00 rebate! I asked for $1000 in rebate for the damaged unit that I paid $2200 for brand new!  Little did I know brand new to Leons really means damaged or not!  Leons in  Thunder Bay is not taking responsibility for delivering a damaged unit and refusing to take it back as a return, or even sending a new unit and pick-up the damaged one.  This is unacceptable.  I live 200 KM's away from Thunder Bay so its not like I can just walk into the store with the unit demanding a refund.  I have no choice but to file a complaint with the BBB as there is not other Leons contact person to speak with.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 20/08/2024

  
  We do not have a policy for offering compensation. Any amount provided would be at the store's discretion and is considered a gesture of goodwill. 
  
  This matter is considered closed. 

• Initial Complaint

  Date:17/06/2024

  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.

  Delivery Date May 22. Emailed Leon's immediately upon discovery of abnormality
  
  They sent me to an authorized dealer who did not understand as I had no authorized number.
  
  Leon took the TV out of the box.
  
  They put it back in the Box.
  
  I found no instructions included in the box to attach legs. The instructions had no pictures nor did the box as per the attached photo. Put them on.
  
  I turned on the TV noticed an anomaly and contacted Leon's they said after the picture I sent. It was a ******* issue and still no mention of legs
  
  I spoke to ******* who kept saying it was a Delivery issue and to contact Leon's. Still no mention of the legs.
  
  I spoke to Leon's again and they sent a picture of the delivery. Still no mention of the legs
  
  I sent the delivery photo to ******* and they stated it was a delivery issue.
  
  Leon's said again no *******.
  
  I sent a complaint to the ******* office of the CEO and only then did somebody say legs were installed backwards but never said that in multiple previous calls and multiple photos sent to them both respectively.

  Business Response

  Date: 17/06/2024

  Thanks for reaching out.
  
  
  During the first year of ownership, the owner would be responsible for contacting the manufacturer.
  
  They will require both your model and the serial number that can be found on or inside the unit.
  
  If the unit has been in your home for over a year, we recommend contacting the manufacturer first to troubleshoot the concern.
  
   If it still does not work, please contact **** * *****- if the extended coverage was purchased.
  
  Both the manufacturer and **** * ***** can issue a return authorization to Leon's if the unit is defective and cannot be repaired.
  
  **** *** ***** cover extended warranty.
  
  Please submit a claim online here:
  
  ********************
  
  ###-###-####
  Monday to Friday, 8 am to 7 pm EST
  Saturday 8 am to 6 pm EST
  *****************************
  
  
  After submitting a claim:

  
  If it is ********** ******* *********** ** *****, it will be scheduled with ********* directly, and they can update customers by calling    ###-###-####
  
  For all other appliances, *********** ******* books them and can be reached at ###-###-####
  
  Hope this info helps!
  
  Kind regards,
  Leon's Furniture Ltd.

  Customer Answer

  Date: 10/07/2024

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

  I wish to ask for Binding arbitration as repair return and or refund please. 
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 08/08/2024

  We have reviewed both your photos and the photos taken by our drivers upon delivery.
  
  We regret to inform you that we are unable to approve a refund, repair, or return as the damage does not originate from a manufacturer's defect, and the item was not delivered in this condition.
  
  Best regards,
  
  Leon's Furniture Ltd.

  Customer Answer

  Date: 18/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because i wish mediation or binding arbitration as I feel your answer and lack of response to your lack of all materials being provided. That this form of final decision making should be undertaken 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 20/08/2024

  The damage does not originate from a manufacturer's defect, and the item was not delivered in this condition.

  We consider the matter closed.

  Best regards,
  
  Leon's Furniture Ltd.

• Initial Complaint

  Date:07/06/2024

  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.

  On May 11 we picked up a ******** ** sofa sleeper at the Owen Sound store and when assembling the unit the next day, we found that there was one back cushion missing. The box that the sectional came it was busted open when we picked it up so it’s possible it fell out in the warehouse or was removed prior to us picking it up. We contacted the store on May 12 to advise of the missing item. They said they searched the warehouse and did not find the cushion. After a few emails back and forth, they advised us on May 23 that we would have to wait 90-120 days for the manufacturer to send a replacement. I replied that 90-120 days was a long time to wait for a fully functional piece of furniture and asked that they give us the missing cushion from existing stock and wait for the manufacturer’s replacement themselves. They replied that they are not permitted to open existing stock. I looked into returning or exchanging the item but their policy is all sales final. The incomplete unit was given to us in an open box which, in hindsight, we never should have accepted. As it stands, the piece of furniture we have paid $1999.00 for has limited use for us, and they have refused to give us a cushion from store stock, which would resolve this issue completely and immediately. I would also be happy to return the incomplete unit in exchange for a complete one.

  Business Response

  Date: 12/06/2024

  Hello, thank you for reaching out to us. 
  
  We understand that the unavailability of the cushion at your local franchise location can be disappointing. Please know that this sectional is a special-order item and not part of our regular stock, hence the need to source it from the manufacturer. We sincerely apologize for any inconvenience this may have caused. 
  Leon's Owen Sound is in touch with the manufacturer and has the cushion on order for you. They will keep in touch for any updates.
  
  Kind regards, 
  
  Leon's Furniture Ltd.
  
  

  Customer Answer

  Date: 15/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I placed the order there were two items. The pier was noted as special order with a wait time for pickup and the sectional was noted as in stock with an immediate pick-up time. When I asked the store to give me the missing cushion from existing stock and wait for the manufacturer’s replacement themselves, they did not say this was a special order item but instead replied they are “not allowed to open existing stock”. When pressed on this, they said they “asked multiple managers” and received the same answer. It is unethical to take a customer’s money, give them an incomplete item, and make THEM bear the inconvenience of waiting four months for a replacement when there are surely other solutions to resolve the issue.

  I have been promised four times by Customer Service that they would get me an ETA from the manufacturer on a replacement and I still don’t have an ETA. At this point, I would like to return the sectional to the store for a full refund. 

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

  Business Response

  Date: 08/08/2024

  Hello, this customer requires a part (cushion)
  
  Our stores do not have a centralized parts department but might sometimes be able to order parts or pieces from the manufacturer. 
  
  In this case, the customer's local store has ordered the required pieces. The piece is made overseas and is on backorder.

  Customer Answer

  Date: 08/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have fully paid for a piece of furniture that is incomplete. The “part” on backorder is described as a cushion but in fact it’s integral to the function and use of the sofa. It has been three months since I purchased this sofa and there has been no resolution, nor has a timeframe been provided on when I can expect the issue to be resolved. It is entirely unacceptable and unfair to take a customer’s payment, give them an incomplete item and leave the issue unresolved for this length of time with no concrete timeline for resolution. I wish to exchange the item for a similar, functional product (at no extra cost) or return it for a full refund.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:26/02/2024

  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.

  My sofa was purchased June 25 2022 and it is It is sagging badly and it will sometimes make a loud noise like the wood is cracking when sat on. I have only had it for approx 19 months and I was told there is a limited lifetime warranty on the frame and a 5 year warranty on the springs. I removed the dust cover to see what the problem was and I have ******** pictures on the defects in the frame. It is coming apart where pieces were nailed together. My husband called the store and they refused to do anything and referred him to ****** for help. I have no idea why they would refer us to ****** as we did not purchase an extended warranty.

  Business Response

  Date: 29/02/2024

  Hello,
  
  Management at Leon's Newmarket has contacted the manufacturer regarding your warranty. They have requested a breakdown of the warranty and advice on what steps to take next. 
  
  Here are the details of your warranty that began on July 7th, 2022:
  - Frame: Limited lifetime warranty
  - Seat springs: 5-year warranty
  The store will keep you updated on any developments.

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have sent several emails and they did not even **** *** ****** ******** ** respond to say the have contacted the manufacturer. I would like to keep this open until they forward a response from the manufacturer. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:02/02/2024

  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 pop up couch on January 21, 2024 (Document #*********** - don't see a transaction number on the receipt). I had taken a picture of one on the floor in Oct 2023 but it was no longer there. The sales person (Sangeeta C) said it was discontinued but she found a couple in the warehouse. It was reduced in price from ($1599.00 to 1236.72 and with tax we paid a total of $1397.49); however, we were NOT told it was final sale. On January 27, 2024 it was delivered. It did not look like the same couch. The colour was MUCH darker and the indentations were different. I called the store and emailed them the picture I had taken in Oct 2023 and a picture of the couch that was delivered. The couch that was delivered did not look like the one I had seen in Oct 2023 although it was similar. It does not suit the room and I want to return it. They will not take it back and claim they "do not have a return policy". The manager was not helpful and clearly did not care about my complaint. I would like the couch returned. I would have happily looked for a different one at Leon's, but not so keen on that anymore. Thank you for your consideration. **** *** ****** *** ****** ** **** * **** ******** *** ***** ****** ** **** ***** **** *** **********

  Business Response

  Date: 14/02/2024

  Good morning. 

  We have reached out to the General Manager of your local store for further review. 

  Please await a follow up. 

  Thank you.

  Customer Answer

  Date: 24/02/2024

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

  There has been no contact from the business.

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

  Business Response

  Date: 29/02/2024

  Good day. We apologize for any delay in response, your concern is still under review. 

  A team member will call you within 24-48 hours. 

  Kind regards,

  Customer Answer

  Date: 15/03/2024

  Nobody called me.

  Business Response

  Date: 18/03/2024

  Good morning, Pauline. 

  Your local store has opted to pick up the sofa for a refund. Please connect with them to set up a pickup date. 

   

• Initial Complaint

  Date:18/01/2024

  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 am not satisfied with the furniture I received from Leons, I noticed a faulty area through the leather and loose stitches within the couch, as I received it by the Leon's delivery crew. I request another brand-new ******** couch that is identical like the one I choose when I first purchased it through leons indicated on the bill of sale, as I patiently await its arrival from the manufacturer. I am very disappointed as a customer which I cannot stress this enough on the bad experience that I recieved ***** *** ********** **** *** *** **** *** **** **** *** I never got fully what I paid for. Please someone come and pick up this defective couch. I bought a brand-new couch indicated in the final Bill of sale in comparison I recieved a defective couch. Please come pick up this couch. If you fail to accommodate me on my request ,I ask for a full refund and please pick up the defective couch at your earliest convenience.
  
  Thank you for your co-operation and hopefully we will keep in touch.
  
  Regards, ******** ********

  Business Response

  Date: 19/01/2024

  Hello ******** ********, 
  
  Thank you for contacting us. We want to assure you that the product you received was brand new, ordered directly from the manufacturer. Unfortunately, there was a flaw in the product. If you receive an item with any imperfections or defects, we suggest repair as an option. However, if the defect cannot be corrected, we will offer an exchange.
  
  We understand that the issue has been addressed by your local store, and a technician is being dispatched. They will await the technician's report on how to proceed and then reach out to you to discuss.
  
  Kind regards,

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 19/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: its  a defective sofa directly  from the manufacture , which the manufacture does not provide information to the consumer about the product in written form or online. All Manufactures globally provide product information to consumers after purchasing brand new from the manufacture.  **** **** ******** *** *********** ** ********* ** ******* ****** ****** ****** ***** **** ****** ******** ****** *** *********  Leon's failed to provide information before or after purchasing its product ** ********* ** ********* **** ***** ***** **** ****** * ******** ********* ** ************* *** ******* ***********  As I received a defective sofa it wasn't inspected **** *** ***** ****  **** ****** *********  This is why I ask for a full refund of a defective sofa  that is approximately $4000.00 **** * ***** **** ******** ** ******* ****** * ***** **** ** ******** ** * *********
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 24/01/2024

  Hi there
  We want to assure you that you can always get information about the manufacturers of the products we carry.
  ******* is the manufacturer of the sectional you have purchased, and you can find more information about them by visiting ***************

  Any concerns you may have will be addressed in accordance with the terms and conditions of the factory warranty.
  
  We are currently waiting for the technician's findings. 
  
  Best regards, 
  Leon's Furniture Ltd. 

  Customer Answer

  Date: 30/01/2024

  Complaint: ********
  
  I am rejecting this response because: it wasn't towards my expectation.  However, we did come to a form of an agreement but it wasnt towards what I was asking for a full refund. I spoke to ***** (General Manager)  at Leon's, and this aggrement was accpetable in such terms for both parties.  I honeslty can say the staff including the general manager are following company guidelines towards Leons policy. ************ * ** **** ***** **** *** ***** ** ****** ******* * ******* ****** **** ****** ******** *** ************** ********** ** * ********* * ******** ******* **** *** **** *** **** *****
  
  Sincerely,
    
  ******** ********

  Business Response

  Date: 09/02/2024

  The customer was contacted, and the matter resolved amicably. 

  Customer Answer

  Date: 16/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  there was a settlement with
  a different brand-new power reclining sofa in comparison to the original brand-new
  power reclining sofa that I was supposed expect it ever since I first purchased
  it. Regrettably, the power reclining sofa that Leons Corporation delivered on
  January 16, 2024, wasn’t brand-new from the manufacturer as stated on the final
  bill of sale, and it was also defective as well.  However, I am very disappointed not only with
  the sofa, but many damages have occurred within my property whereas Leons Corporation
  delivery crew is left responsible. When the Leon’s crew (Scarbrough location) delivered
  the sofa on January 16, 2024, I seen the delivery crew delivering the defective
  sofa from the main floor to the basement step entrance.  At the main floor entrance to the basement step
  entrance, I seen the crew ***** *************** I said to them “refrain from
  continuing what you are doing,” they provided me a paper to read, and it
  requires a signature, I was continuing reading while the Leons crew continued onwards
  with the delivery going against my verbal consent.  The letter I was reading which I did not read
  fully, said that “the crew is going attempt to pull a maneuver,” I signed it
  quickly, and did not date it at all because I was really concern with the delivery
  crew going against my verbal consent. Every time, I was in the area that the delivery
  crew was delivering/setting the sofa, they sent me elsewhere, so I do not see visually
  what they are doing. After the delivery was completed, they failed to provide a
  copy of what I signed undated, and the Leons crew (Scarbrough) had asked me
  again to provide another to signature electronically for completing the delivery
  purposes, I scribbled “no,” because they went against my verbal consent. I
  mentioned this in person towards management at Leons (Weston Location) on January
  17,2024.  On February 2nd,
  2024, the Weston location has come to pick-up the defective sofa; Nevertheless,
  the delivery manager - ****** (Scarbrough location) failed to do so.  The Weston delivery crew tried to pick-up the
  defective sofa but was unsuccessful for a pick-up delivery. Additionally, I wasn’t
  home on February 7, 2024, whereas another batch of crew from Weston location
  came and picked- up the defective sofa and replace it with another brand-new power
  reclining sofa which came with product information attached to the sofa as I
  requested. This Leons crew what I heard was fantastic, and professionals.
  However, many damages occurred along the way between January 16, 2024 – February
  2nd, 2024, that has upset me quite dearly, I really hold Leons Corporation
  responsible in this matter which they have contribute to causing property
  damages to the home.  The property was renovated
  fully within a year by many different contractors/trades-workers that specialize
  in certain area of construction, and the home is furnished with many things that
  remain more expensive than the other, which, Leon’s Corporation has caused damages
  whereas some can be repaired where others are unrepairable. These are some of
  many property damages that include punctured walls, wood door trimmings for
  basement step entrance are destroyed, plaster in ceiling is partially removed, marble
  tile are chipped severely/scratched, colour of baseboards on basement step partially
  missing, and etc.. The Leons repair team did come out on February 13, 2024, to
  fix certain things.   In the best of their
  abilities, they patched the walls, they added wood filler to the wood trimmings
  of the basement step door entrance. They won’t be able to replaster the celling,
  they won’t be able to replace the marble tile, and fix others that remain unrepairable.   I honestly could say the repair team did a good
  job with patching up with the walls; however, I disagree with the wood filler added
  on the trimmings of the basement step door entrance.  The reason I disagree is because the wood
  filler is a temporary solution not a permanent fix for large damaged areas. The
  Leons repair team needs to come back next visit for painting, I verbally
  mentioned to them that there are two types of paint brands involved that the
  painting contractor originally painted with ******* ***** (main to basement step), and *** (basement).  I just hope the brand of
  paint they intend to use is identical to the one it was originally put by the
  painting contractor, ***** *** ******** ***** ***** ***** ** ******** ****** *** *** **** **********  ********** **** ******* **** * ********* *** ***** *** * ********* **** ** * ***** *** **** ** **** **** * *********  * ******** ******* ***** *** *** ** **** *** **** unfortunately, I received a misrepresented product
  from Leon’s Corporation, and damages to the home. In closing, I am upset and unsatisfied
  with Leon’s Corporation *** ******* ***** **** **** ** ******* ** ** *** ******* *** **** ** ********* ** ***** *** **** ** ******** ********
  
  

   

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

  Business Response

  Date: 04/03/2024

  Hello, we understand that those concerns were addressed.

  Should you still have any outstanding concerns, and for a quick response, please get in touch with the store directly.

   

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my property is not repaired fully from Leons Corporation, and the Leons repair team did not repair or repaint the wall that was damage by Leons delivery crew ******* *** *************  As for other damaged areas of the property it needs to be repaired or replaced ***** * *** *** ** ******** ***** ****** ** **** *** ****** ** ******* ** *** ******** ****** ** ******* ** ****** ******* ****** ********* ******* I will be gathering the original contractors whom originally renovated the home to repair or replace the damage property caused by Leons deleivery crew representing Leons Corporation.  
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 20/03/2024

  Hello, our understanding is that the concerns have been addressed. 

  If you have outstanding concerns, please connect with the General Manager of the store. 

  Thank you 

  Customer Answer

  Date: 26/03/2024

  
  
  Complaint: ****
  

  I am rejecting this response because: my property is not repaired fully from Leons Corporation, and the Leons repair team did not repair or repaint the wall that was damage by Leons delivery crew.  As for other damaged areas of the property it needs to be repaired or replaced ***** * *** *** ** ******** ***** ****** ** **** *** ****** ** ******* ** *** ******** ****** ** ******* ** ****** ******* ****** ******** ******* I will be gathering the original contractors whom originally renovated the home to repair or replace the damage property caused by Leons delivery crew representing Leons Corporation. Therefore, I am still waiting for a response from many contractors as they are quite busy with other clientele at this moment. 
  
  Sincerely,
  
  ******** ********

   

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

  Business Response

  Date: 08/04/2024

  
  If you have outstanding concerns, please connect with the General Manager of the store. 
  

• Initial Complaint

  Date:04/01/2024

  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 purchased a loveseat and sofa from Leons Regina store, on August 09, 2023, and paid the sum of $7094.34 and the reference number for the order is ***********. I was informed by the sales representative that it was a noncancellable item but that the delivery should be expected by December as special order items take between 12 to 16 weeks to get delivered. I did not mind the wait as I felt they would keep to the delivery time. I made payment with my **** card. By September, I went into the store to get an update on the item and was told they did not have any information on the order. I was upset with that and told them I wanted to cancel since they had not even started production. I was then told that I could not cancel because it was a special order but that I would be called with an update. I was never called and then by November 06, 2023 I went to the Leons website and used the chat function to get an update I was informed by the agent that the store was waiting for the order to arrive and approximate availability is early to mid december to arrive. I went into the store on the same day and met with the sales representative who confirmed the same information. By the first week in December, I had another chat with an online representative who informed me that the order would now arrive in January. I was not happy with the information but I decided to wait it out till January. I went into the store on December 29, 2023 to ensure that the information given to me online was accurate. To my utmost disappointment, I was informed the order was to be delivered by March. I was very upset and demanded that my item be delivered by January or a refund should be issued. The store representative said they would issue a refund less 25% which I disagreed with, because if they could offer a refund why was I told it was a special order and could not be cancelled when I initially complained in September? I request a full refund as the store has not kept to their end of the bargain

  Business Response

  Date: 16/01/2024

  
  Hello ******.
  Thank you for reaching out and taking the time to share your feedback. Regrettably, there have been significant setbacks affecting delivery dates. The most recent delays are due to congestion at our Canadian ports and warehouses.
  
  However, we are happy to inform you that the power recliner shipment arrived this past week at our distribution center in Scarborough, Ontario. The pieces will be transferred to your local delivery warehouse. As long as there aren't any setbacks, your order should be out for delivery within 2-3 weeks. The team at Leon's Regina will call you to select a delivery date.   
  
  We appreciate your patience and kindness during these delays.
  
  Thank you, 
  Leon's Furniture Ltd. 

  Customer Answer

  Date: 26/02/2024

  Hello, I put in a complaint regarding Leon's furniture LTD and my complain number is ********. i received an update regarding my complaint, and the response from Leon's furniture stated "Hello ******. Thank you for reaching out and taking the time to share your feedback. Regrettably, there have been significant setbacks affecting delivery dates. The most recent delays are due to congestion at our Canadian ports and warehouses. However, we are happy to inform you that the power recliner shipment arrived this past week at our distribution center in Scarborough, Ontario. The pieces will be transferred to your local delivery warehouse. As long as there aren't any setbacks, your order should be out for delivery within 2-3 weeks. The team at Leon's Regina will call you to select a delivery date. We appreciate your patience and kindness during these delays. Thank you, Leon's Furniture Ltd. After receiving this email, I hoped that within 2-3 weeks my order would be delivered. i have not received it till date. I made an enquiry through their chat function and was told the furniture was on it's way to the Edmonton warehouse, this was at the end of January. By Early February, I contacted the agent online and was informed the order was in Edmonton. To my utmost dissapointment, i was informed by the representative at the store in Regina, that the item only arrived Edmonton today (February 23, 2024) and it would take another 4 weeks to arrive. I have been treated unfairly and want to continue with my complaint. I am also giving the company a chance to either get my order delivered by the first week of March and nothing later or issue a full refund of my money. Thank you in anticipation of your prompt assistance. Sincerely, ****** ******.

  Business Response

  Date: 27/02/2024

  Good morning. 
  
  This concern is being addressed at the store level with management. 

  Regards.

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response only states it is 'being addressed at store level with management". i need a definite answer with regards to my order being delivered by first week in March. I have had enough indefinite answers from the company's agents; online chat agents and store manager and representatives alike.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 06/03/2024

  Good day, as per your conversation with the store stock is arriving early March. 

  There is no different information that you would receive in communicating via the BBB. We can only relay the same details. 

• Initial Complaint

  Date:22/12/2023

  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.

  I purchased a sofa from Leon's on Dec. 4th after liking the sofa at a store. The sofa was delivered to me on Dec. 14th however, the cushions on the sofa are not firm - they are very very soft. I have contacted Leon's on several occasions to have the Sofa replaced to no avail. Leon's customer service is extremely poor.
  
  Please help me with obtaining a replacement sofa from Leon's.
  
  thank you,
  ******

  Business Response

  Date: 08/01/2024

  
  Hello, thank you for contacting us. 
  
  Unfortunately, we do not offer exchanges as all sales are final. However, a factory warranty is available if you believe the product is defective.

  Would you like to schedule a technician to come and inspect the sofa? If they deem that it is defective, they can order parts or exchange the sofa for you. 

  Thank you.

  Customer Answer

  Date: 10/01/2024

  
  
  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,
  
  
  ****** ******

  Business Response

  Date: 15/01/2024

  A team member will be in touch to assist you with an appointment. 

  Their email address is **************@*****.ca should you have any questions or concerns. 

  Thank you.

  Customer Answer

  Date: 26/01/2024

  I have not heard back from  Leon’s Furniture regarding the specialist to come in to inspect the sofa as per of the deal since they did not want to give me a refund.

  Business Response

  Date: 01/02/2024

  Good day, 

  The local team has tried to contact you by phone and e-mail numerous times unable to get through. 

  Please send an e-mail to ************@*****.ca. Provide the best number and time frame you can be reached.
  
  After we receive this information we will have the local team follow up with you to provide an update. 

• Initial Complaint

  Date:20/12/2023

  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.

  We purchased a couch on 10.01.2023 from the ******* ** store. Prior to purchasing we inquired that the couch would be here for the holiday season, Leon's responded with yes.We called the store on different occasions to ensure that the couch would arrive on time, they responded yes. It is the week we need it and it is not here. They are telling us there is nothing we can do. Options they gave us: 1- Wait until the end of the month 2- drive to ******** and get it ourselves
  3- re-select something ( that wont be delivered in time either).The sales manager told me there is nothing more that can be done and those are my only options. If my husband decides to go get the couch on his own they will return 200 dollars. This does not cover the cost of fuel or the trailer rental ($150), fuel, time 600 kms. The couch is now on sale for 20 percent off and Leon's is refusing to price match, yet they said they would until we received our merchandise. I have requested a call back from the head office and the general store manager with no response or resolution.

  Business Response

  Date: 22/12/2023

  Thank
  you for your time to discuss your concerns and dissatisfaction with your
  purchase. We understand that there were high hopes for inventory to reach our
  store and your home before Christmas, and that there were unforeseeable delays
  that prevented us from delivering items in that timeframe. As discussed over
  the phone conversation, we care about our customers and their needs, and we always
  want to deliver items as soon as they are available. We understand that you are
  unhappy with this experience, but I want to assure you again, we really
  appreciate your business and your time, and we always hope for a reasonable
  solution. We are thankful that items were picked up in our Distribution Centre.
  As promised, we already issued a refund of $250 for inconvenience accrued by
  picking up. We also have already refunded monies discussed regarding an in-store
  price match, as per our Price Match Policy.  As much as it is our intention to try and
  satisfy all customers’ reasonable expectations, we realize we do have our
  limitations, and unfortunately, some demands simply cannot be met. 

• Initial Complaint

  Date:15/12/2023

  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 May, I purchased a number of items from Leon's. The bill initially a little under 6000.00. We were informed items would be available within several weeks as we were hard pressed for time. We were ensured the items would be available as we were going to go wit another company that had furniture within the warehouse. We were also told that we would be called whenever an item was available for delivery. Since the order was placed. NOT ONCE have we been called in regards to our furniture. I have called over 10 times to inquire about our purchases. After my inquiry, items are delivered. 2 of the items were damaged. It took several weeks for someone to come down and inspect the furniture. Only to be notified that someone would follow up with me in regards to damaged parts. Again, NO ONE contacted me. The said items also went onsale. Their policy states that they have a price match guarantee, which they refused to honour until my husband and I went down and complained personally. They item that was damaged eventually came in, and we called about the too ** ** *** * **** ** * **** *** *** ** ********* That too cam damaged. This purchase was in May. Since then I have called multiple times about the part and have not received a return call. Yesterday, December 11th, I finally received a phone call letting me know the part was in. When I discussed the headache this experience has been and that I believe there should be some compensation for the lack of customer service and a clear issue with the goods and service provided they offered me a 50$ in store credit. * ** *** **** ** **** * ****** ******** ** ****** ***** **** ******** *********** ** *** **** ********* *** ************ *** *** * ****** **** *** **** ** *** ****** **** *** **** ******* ***** *** **** *** **** ** *** ** *** ******** ** ****** ** ***** A simple transaction has been dragged on for 7 months and I believe I am owed some form of compensation.

  Business Response

  Date: 15/12/2023

  Thank you for contacting us, although we wish it were under different circumstances. We are sorry to learn of your frustrating buying experience.
  If management at your local store decides to offer anything, it is done solely as a gesture of goodwill. That said, the General Manager has been made aware of your requests and will follow up.
  Please allow time for review.
  
  Thank you, Leon's Furniture Ltd.

  Customer Answer

  Date: 19/12/2023

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

  ***** * ********** **** ********* ********** ******* ************ * **** ****** ** *** **** ** ******** ******* *** **** ********* I must also state for the record that at no point has there ever been a proper follow up. Nothing has been in a timely fashion. I was told that I would receive 100$ back at the time of purchase once all items were delivered. That was several months ago and now Leon's is stating that they can not find where that statement was written on my contract at time of purchase. Items are damaged and still to be fixed bc a part has just arrived. Quality of goods delivered is below par. The  reimbursement I am being offered is not satisfactory. Management at the ****** location has refused to take my calls. * ** ** ************ ** *** **** ** ******** *** ******* ** ************** *** *************** *** *** **** ** *************** ** *** ******* ** ***** ****** What the business is offering me is simply 100$ back. The other 100$ had been guaranteed to me in May at the time of purchase (which i jad to fight for even now!!). *** *** **** **************** * ******* **** **** ***** ** ** ********** ** **** ***** ** *** ******* ** ***** ********** ********** *** ****** ****** ***** ** ******** ** **** ** *** *** **** **** ** ********* ********** *** ** ********* *** **** **** ** **** *** ******** ************ **** ******* ***** ****** ****** ** * ****** 
  
  
  
  Sincerely,
  
  
  
  *** ***

  Business Response

  Date: 21/12/2023

  Hello ***. 
  
  As much as we wish to fulfill our reasonable customers' requests, there are limitations. Compensation for concerns or delays beyond our control will not be considered. Anything offered at the store level is done as a gesture of goodwill. We'd suggest you continue your correspondence with the team there. 
  
  Thank you, and best wishes, 
  
  Leon's Furniture Ltd. 

  Customer Answer

  Date: 21/12/2023

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

  To be clear. I am not being offered a reasonable amount for the amount of grievances procured. The initial 100.00 that is finally being acknowledged was guaranteed to me at the time of purchase in May once all items had been delivered, and that part of the initial contract has not yet been filled. The Leon's ****** store is only offering me 100.00 as the other 100 was apart of my initial contract. 

  To be clear, my grievance is not solely about the waiting times. My grievance lies in the promise that someone would contact me when items arrived. That never happened. It was I that called each time. My grievance is with the run around I was given when it came to your price adjustment policy. My grievance is the guarantee on items being in stock and delivered within a certain time period and yet being weeks late. My grievance is with damaged part and a delay in a technician coming to see me. My grievance is with the lack of follow-through and follow-up on the part of Leons and their management. My grievance is the 7 months it has taken to have my order completed. My grievance is that I had to argue to have the initial contract fulfilled in which I was promised 100$ reimbursement upon successful delivery of all items  and have yet to see that fulfilled. My My grievance is with the overall **** ** customer service I was provided. ** *** **** **** ***** **** ***** ***** ** ** ** ******* ********* ***** ** ****************
  

  
  
  
  Sincerely,
  
  
  
  *** ***