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

  81 Byrne Drive Barrie, ON L4N 8V8

• 

  Leon's Furniture Limited

  2872 Danforth Ave. Toronto, ON M4C 1M1

• 

  Leon's Furniture Limited

  2070 Dundas St. E. Mississauga, ON L4X 1L9

• 

  Leon's Furniture Limited

  121 Silvercreek Pkwy N Guelph, ON N1H 3T3

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:08/12/2023

  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.

  Purchased on June 13/23 a couch and a recliner for a total of $4065.74.The recliner did not sit properly from the start.They have sent a technician 3 times and replaced the the whole mechanism that operates the chair.It still does not sit properly.The seat leans to the right when you’re sitting in it.It is December 1st and still sitting on a slanted chair!

  Business Response

  Date: 15/12/2023

  Hello,
  
  Thank you for getting in touch with us. We would like to inform you that your furniture is covered under the terms and conditions of the factory warranty. Please note that your local store can only initiate an exchange or repair as per the directions provided by the manufacturer, **** ****** ****
  
  While we understand your situation, we are obligated to follow the manufacturer's instructions regarding their products. Your concerns message will be shared with the management team at Leon's ******* as well. 
  Thank you for your understanding.

  Leon's Furniture Ltd. 
  

  
  

• Initial Complaint

  Date:06/12/2023

  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.

  We purchased a 4 piece sectional couch from Leon’s in Whitby in November 2022. We were told it would be available in January.
  
  We had called the store 16 times to finally be called back in March to be told it will be 1 more month.
  
  We had paid for a protective spray to be put on the couch which we were told protects the fabric from stain and liquid absorption.
  
  We explained that we do not use chemicals in our home and asked before we paid for the couch to be sprayed if it could be sprayed in the store before it was shipped and we were told no problem.
  
  When they called to at the couch was in the store we reminded them that we had asked for the couch to be sprayed. We were told it was sprayed.
  
  When the couch arrived it was all packaged and in the cardboard so we didn’t think it was sprayed. We called to ask and we’re told it was.
  
  Last month our son spilled a small cup on water and it stained the couch.
  
  We had to call the store 6 times and finally a technician came. He said to my husband, you can tell this was not sprayed.
  
  I called the manager and she did not call back. I called again today, she said she cannot help and will ask her manager to call.
  
  The manager told my husband 1 piece was not sprayed and this must be the piece where the spill occurred. ** ********* ** *** **** **** ** *** ******** **** ******** We requested to have our couch relaxed and we’re told no.
  
  * ********* * *** ***** ** ******* *** ****** ******** ****** *** *** **** ***** **** ***** ** **** **** *** **** **** *** *** *** ***** ** **** *** *** *** ******* ******* **** **** **** ** ** *** ** **** ****** ** ** *** ***** *** ******* *** *** requesting your help to have a full refund for the couch. We are happy to have them pick it up.
  
  Thank you kindly for any guidance and for your support to hopefully help us get this resolved.
  
  ****** *******

  Business Response

  Date: 14/12/2023

  Thank you for reaching out to us, although we wish it were under different circumstances. 

  
  Once an item is delivered, it falls under the terms and conditions of the factory warranty to help with any defective findings. The purchaser added an additional warranty offered through ********** which covers others concerns such a staining. Your furniture is covered by ******* warranty from the delivery date, regardless of whether it was sprayed. 

  
  We understand that this has since been clarified at the store level and that a ********** technician is to be dispatched. 
  
  As a retailer, we require direction under contract from both the manufacturer and ********** to process an exchange. Our Leon's Whitby team will await further direction. 
  
  Best regards, 

  Leon's Furniture Ltd.

  Customer Answer

  Date: 04/01/2024

  the Manager of Leon’s contacted my husband and indicated the next step was to send a technician to our home to clean the water stain and that he would follow up with us after this.
  
  A technician showed up and scrubbed the stain so hard that he actually damaged the couch. The integrity of the fabric used to be soft and cozy, this was one of the primary reasons we purchased this specific couch.
  After the technician scrubbed it, the fabric is now very rough in texture and is actually damaged.
  
  Further to this, we have not been contacted by the Manager to date and the store has still not resolved:
  
  1.) The fact that the couch was never sprayed to begin with, which was confirmed by the first technician that visited our home and the assistant Manager who shared with us that the chaise part of the couch did not get sprayed.
  
  2.) There is a rip in the couch, this is supposed to be covered by our one year warranty.
  
  3.) The chaise of the couch is now damaged by the “cleaning” that was done.
  
  We are seeking full reimbursement for this couch or a full replacement for the couch.
  

  
  

  Business Response

  Date: 15/01/2024

  Hello
  
  If the technician sent out by ********** caused any damage to the sofa, you need to report to **********. They will require photos and description of your concerns to be submitted at ******************. 
  

  If you'd like to also submit a claim under factory warranty, please send an email with photos to **************@*****.ca and they can assist you to initiate service. 

  Both concerns must be addressed separately by each warranty. We do not offer warranty as we are simply the retailer. We will await direction from the warranty companies on how to proceed.  

  Best regards.

  Customer Answer

  Date: 26/01/2024

   I received the reply from Leon’s, which addressed that we will need to follow up with ****** re: the damage caused while having the stain removed.
  
  Please note, this reply fails to address the following:
  
  1.) The couch was never sprayed to begin with which we were told was and paid for. We would not be in this predicament if it had been sprayed.
  
  2.) The frame of the couch which is still covered under the Leon’s warranty has an issue in that it is making alot of noise on the chaise side and the other side is ripped and 4/7 pillows are ripping.
  
  As mentioned in all of our previous correspondence thus far, we are seeking:
  
  - compensation for the spray at the absolute very least.
  - having the couch rip and frame problem solved either through reimbursement or replacement of the couch
  - having a formal apology for all of this time and inconvenience.
  
  **** ****** ********** **** ****** *** **** ** ********** *********** *** ******* ********
  

  
  

• Initial Complaint

  Date:27/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new ******* washer & dryer from Leon's. They were delivered and installed within 2 weeks. Washer works great but went to use dryer and it makes a loud noise. Contacted Customer Service at Leon's on Oct. 16th and was told ******* would contact me - usually takes a few days. Back and forth with Leon's and still no contact from *******. Told them I wanted a replacement or will bring it back and was told ******* has told approve it. Therefore, no dryer for over 5 weeks when I purchased a brand new model # #********. Leon's customer service rep is ******** - email is **************@leons.ca. She continues to say she is contacting *******, however, still no call or resolution on this dryer. How can Leon's sell products and not ensure they are good working quality and assist when not functioning? Loss for words!!!!

  Business Response

  Date: 15/12/2023

  Hello,
  
  Thank you for getting in touch with us. We want to inform you that your items are subject to the terms and conditions of the factory warranty. As the retailer, Leon's can only initiate an exchange or repair according to the directions provided by the manufacturer. In this case, *******. 
  
  While we understand your situation, we must follow the manufacturer's instructions regarding their products. Customers are usually expected to contact the manufacturer for service during the first year, but it appears the service team has taken action to reach out on your behalf. We will ask that they follow up with you. 
  
  Thank you,
  
  Leon's Furniture Ltd. 

• Initial Complaint

  Date:15/11/2023

  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 August 5th, we ordered a dryer - order # ***** ******
  ******* ******** ***** *** Dryer with steam clean - 7.5 cubic feet.
  Special order - took 2 months for delivery
  
  On Thursday, October 12 - Leon’s delivers dryer Serial # ***************
  Model # ***********/AC
  
  On Sunday October 15 - went to install dryer and notice dents on both sides of dryer. He decides to hook it up because he figures dents will not affect performance.
  Puts in the load to dry and a horrible noise comes out of the dryer. We do an audio record of sound and take pictures of dents.
  
  On Monday October 16 - called Leon’s and explained the situation. I was told to call ******* ###-###-####. I explained the situation to the lady and she said the technician would not come because of dents. Called back Leon’s and was told to send an email to the dealer - ********* gave me an email address.
  
  On Tuesday Oct 17 - sent an email to ******* dealer with pictures and audio. On the same day, the dealer sent me a reply that I should ask Leon’s to prepare a DOA form.
  
  Oct 18 to 25 - talked with ********* and sent her the email that the dealer had sent me
  She said she would communicate with *******
  
  Oct. 30 to Nov. 6 - ********* called me, told me that she was dealing with ******* and asked for serial number - sent a picture of serial and model number
  
  On Nov 7 - spoke with store manager - had to repeat our story to manager and we clearly stated that we wanted a refund because this was a faulty appliance and we did not want a store credit - manager will look into it.
  
  On Nov 10 - called - guy who answered told us that they are waiting for a RA - Return Authorization from *******
  
  Called on November 13 - they are still waiting for a RA.
  
  **** ** ***********  It’s been over a month - we did what we had to (******* dealer, photos of dents, audio of dryer making horrendous sounds) and we are still waiting for a refund.

  Business Response

  Date: 29/11/2023

  Thank you for contacting us, and we apologize for any inconvenience you may be experiencing. 
  
  
  Once a product is picked up or delivered, it becomes subject to the factory warranty's terms and conditions. As a retailer, Leon's is not authorized to handle warranty claims or review any mechanical components. We are also unable to accept returns or exchanges without a return authorization granted by the manufacturer. 
  
  
  If you experience any issues, the manufacturer will troubleshoot the concern via chat, phone or email. If the issue is not resolved, they will send out a technician to inspect it. However, if no fault is found and the unit works as specified, a return authorization will not be granted. The manufacturer will also not grant an RA if the concern is a cosmetic issue or caused by physical damage.
  
  
  We'd suggest continuing your correspondence with ******* on how they plan to proceed with your file. 
  
  
  Best regards, 
  

  Customer Answer

  Date: 01/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I contacted ******* Dealer and this is the response they gave me : 

  ****** * <********@*******.com> Oct 17, 2023, 4:59?PM
  
  
  to me, *********
  
  Dear ******* Valued Customer,
  We have received your email and would like to thank you for the information that you provided to us, However after closely reviewing the pictures and escalated your case, it has been considered as unrepairable delivery damage since Cabinet or frame damage is not a replaceable part.
  We truly apologize for any inconveniences that this concern might cause you; we strongly recommend that you contact with the store and advised them to submit the DOA form (Dead On Arrival) to the ******* department in charge of review this type of request and the resolution of your cases. Store know the department in charge of approve or decline this request since we are in charge of create and follow up in warranty repair process. We are not in charge of DOA review and approval. 
  Thank you and best regards,
  ***** *********
  Team Manager, ******* Specialty Group
  ******* *********** ******
  M: ************* | W: **********
  
  
  I sent this email to Leon's.  It was Leon's job to submit a DOA form to the ******* department.  *** **** ** **** *  
  
  **** ***** **** *** *** ******* **** *** ********  **** *** ****** ** *** **********

  Sincerely,

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

• Initial Complaint

  Date:11/10/2023

  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.

  Wanted to return items that were bought from a picture (no stock available)
  Was told i would be charged 50% restocking fee when items were still in boxes , staff failed to show me entire product before delivery , not to mention they did not disclose restocking fees .
  Table set was wrong size
  Bed frame was very poor quality
  I refuse to pay more money for a restocking fee , I sold the product at a loss
  **** **** Poor Customer Service ....** ****** ****** **** ** **** ***** ********** *** ******** ****** ** ******* ******* ******* **** *** ****

  Business Response

  Date: 12/10/2023

  Hello ******, thank you for contacting us.

  We apologize for the situation. We want to confirm with you that all sales are indeed final. Leon's does not sell on an approval basis. 
  This information can be found online and on your receipt sent by email on September 8th, 2023.  
  Once an item has been picked up or delivered, it falls under the terms and conditions of the factory warranty. That said, the General Manager at Leon's Sudbury has offered to work with you on a return with a restocking fee to allow us to pick up the product and shelf it in the markdown section. We'd suggest speaking with Dylan if you wish to discuss this option further. 
  
  Best regards,

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is the same response they gave me on telephone , I stand by my first complaint that this is ********* poor customer service , **** * ****** ** *** ********* **** * ******* **** ****** ********** ****** ** ******* ** ******* * * **** ****  *** ******** ****** *** ** ** ****** **** **** ******** ********** **** **** ***** **** ***** ** ***** **** ****  If  Leon's wants to stick by their policy that is their perogative to do so ... I for one will never purchase from them again . 

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

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

  Business Response

  Date: 17/10/2023

  Hello there.
  
   Thank you for getting in touch with us again. We'd like to clarify that our policy remains consistent regardless of your method of purchase - whether you buy online, in-store, or contact us by phone. Please note that Leon's does not sell on an approval basis. If you have any further inquiries, please feel free to reach out to the General Manager of Leon's Sudbury should you wish to proceed with a return less a restocking fee. 
  
  Best regards, 
  Leon's Furniture Ltd.
  
  

  Customer Answer

  Date: 20/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response ******* *** ******* **** ** ***** **** *** *** **** **** ** ...I sold the table set (at a loss) * ***** ****** **** **** **** **** **** ***** *** **** ** ** ********* ********** **** after all said and done now they decide to wave restocking fee, several weeks after my INITIAL  complaint ..******* ***** **** ** ****** **** 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/10/2023

  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 went to Leon's to buy a fridge on Sept 2nd. I had never bought a brand that the sales rep at Leon's suggested. But, I figured that Leon's, having being around for a while would back its products. The fridge was delivered on Sept the 6. I was advised to wait 1 hour before plugging it in. However, I followed the instructions on the manual and waited 4 hours. Once I plugged it in, the fridge was very noisy. I immediately called Leon's and was told to call the manufacturer, ********. I called the manufacturer and was told to call Leon's and have it exchanged. I called back Leon's and was advised to call ******** again. I was not happy with this as the fridge is brand new. I called ******** and opened up a ticket. I was told a repairman would be in touch within 72 hours. I kept calling ******** and was told to call the repairman assigned to my case. I left a message for the technician on the number given by ********. At this point I had been making phone calls to Leon\s and *******. As I was getting nowhere, I went to Leon's on Sept 9. I spoke to a customer service rep who told me that they would contact ******** on my behalf. ******** called me the following week to advise me that they might have assigned my case to the wrong technician. I got a phone call from a Technician. The technician never came to take a look, but asked me to send the recording which I had already sent to ******** when I opened up the case. The repairman told me that by the noise he believed that a part had to be ordered. I asked to be given an update. I called back ******** to ask for an update as to when I would expect this to be dealt with. I have been left in limbo. ****** *** *** **** **** *** ******. I have done everything I was asked to do. ** **** ***** *** ** *** **** * ****** ****** **** **** *** ***** ****** *** ******** ** ******

  Business Response

  Date: 04/10/2023

  Good day and thank you for reaching out.  

  We will reach out to our customer to discuss alternative options. 

   Thank you 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 03/11/2023

  The issue was looked at ONLY, after the merchant was contacted by BBB.

• Initial Complaint

  Date:03/10/2023

  Type:Billing 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.

  Ordered online a rocker recliner Aug 26, 2023- opted for the 12 month interest free monthly payments- Admin fee 49.99
  First delivery date available Sept 8
  Delivery drivers dropped recliner from back of truck onto the road.
  Chair was reported broken to Leons Sept 15
  Leons first available date to have a tech look at it was Sept 26
  When speaking to customer service
  rep I told her if it was deemed unfixable i would want a re select.
  Tech "fixed" the recliner on Sept 26
  Recliner was again broken Sept 27
  I called Leons customer service again and they asked to have pictures emailed to them & they would call me the next day to let me know if it was going to be repaired again or replaced.
  Pictures emailed to them and they called Sept 28 & told me the recliner was going to be replaced. I asked about getting a different one to which they informed me I could do as long as it was the same value or more. I asked about the admin fees for the financing I had already paid for on the broken chair and she told me because it was a reselect I wouldn't have to pay the admi fees & I had 30 days to do so.
  I called customer service Sept 30 & asked how I was to order the reselect without having the admin fees applied because I had already paid them. Customer service at Leons informed me that because it was past the 26 of the month I would have to pay the admin costs again. This is not what I was told when I spoke to them. When I asked about a refund, "We don't do refunds" At this point I was forced to purchase another chair or lose the $200 I had already paid towards the broken chair & the admin fees. * *** * ****** ****** *** **** *** ******** ***** *** ********* *** ****** ****** *** *** ****** **** * *** ******** ** . I just wanted reimbursed my admin fees since I was forced to repurchase . If I had a choice I would much prefer to cancel it all and receive my $200 back and the admin fees I have already paid at this point

  Business Response

  Date: 19/10/2023

  Thank you for bringing this to our attention. This issue has amicably resolved to the satisfaction of both parties.  

  Customer Answer

  Date: 19/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: * *** ****** ** ******** ******* **** **** ***** They would not reimburse my $200 and take the chair back which is what I wanted after speaking to customer service about the admin fees they made me pay again. I only received  the admin fees back because I filed a complaint with the BBB. *** * *** ******** ******** **** ***** ***** **** ******** *** ***** * ***** **** **** ** **** **** ***** ****** ****** ******** ******* *** ****** ** ****** **** ****** ***** **** **** **** ** . I wanted them to pick up the broken chair & cancel my order, they refused. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 21/12/2023

  Hello *******
  
  We understand the management at Leon's London looked over your concerns and were able to have the processing fees refunded. 
  
  Thank you for your kind patience. 
  
  Warm regards, 
  
  Leon's Furniture Ltd. 
  
  

  Customer Answer

  Date: 21/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the admin fee was only a part of my complaint.  Yes that was corrected AFTER I contacted BBB * *** ***** **** ******** ** **********  The "no refund" was the second part. I was forced to purchase another chair from this Leon's. **** *** ** ********* *** ******** **** ***** ********* *** *** ******* **** **** ** ********* Their website says they do refunds so I'm unsure why I was denied one or lose my 200 dollars I had already paid. 

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

• Initial Complaint

  Date:25/09/2023

  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.

  We placed a web order - *********** - on the 10th of June 2023, seeing that the lead time for delivery of a couch and a loveseat was ~ 2 weeks.
  - The following Monday we received a call from Leon's saying it'd take ~1 month.
  - One month turned to the end of September. The end of September turned to Mid-October.
  - Leon's offered to provide other options, if they were in stock, none were.
  - Beyond the initial phone call, no customer contact was made regarding extended delays, or options beyond waiting for delivery.
  - On Sept 22, I requested the order be canceled and a refund issued via cheque since I no longer have access to the issuing credit card. Leon's said because it was a web order, the onus was on the customer to chase the refund.
  - ******* ** ** ** *********** ********** ******* ********** ********** *** *** ****** ***** **** ****** ************** *** **** ***** ******** ******** This needs to be holistically addressed.

  Business Response

  Date: 10/10/2023

  Hello **** ****, 
  
  I hope you are having a good day. We wanted to let you know that we can only process your refund to the original method of payment. Nevertheless, your account will remain unaffected and the funds should automatically transfer to your new card. 
  
  We see that the refund was successful. If you do not see the refunded amount within three business days, please contact your financial institution and provide them with the following information: Order
  LEONS-******
  Card details
  **** •••• •••• •••• ****
  Name on card
  **** ****
  Refunded by
  Web Refunds
  Authorization key
  ***********
  Message
  no_error
  Amount
  $1,933.50
  Refunded items
  1 × Anthena Sofa and Loveseat Set - Charcoal - FTO23739884
  Gateway
  Paysafe
  Status
  success
  Type
  refund
  Payment ID
  *****************
  Created
  Sep 20, 2023, 5:00 pm
  Refund reason
  NO STOCK
  

  Kind regards, 

  Leon's Furniture LTD. 

  Customer Answer

  Date: 10/10/2023

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

  I've received my refund but you haven't addressed the core issue which is an inability to communicate the issues of delivery delays with the customer.

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 16/10/2023

  Hello ****
  We understand that the delays in your order were frustrating, and we want to clarify that these delays are often unpredictable and sometimes beyond our control, especially when we're dealing with large items shipped from overseas. While the team at our Truro location informed you of the updated shipment arrival estimate for late September/early October, we recognize that the extended waiting period led you to make the decision to cancel your order.
  
  We regret that your recent experience did not meet your expectations, and we hope to have the opportunity to provide you with a better experience should you decide to purchase from us in the future.
  
  Thank you
  Best regards,

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I received one communication from Leon's about a delay. Without my reaching out I would have never known about the subsequent delays. * ***** ******* ******* **** ******** ************* **** **** *** ****** ******** *** *** ********** 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:13/09/2023

  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.

  I purchased a table and chairs from the *******) location and the salesman said he had the chairs and would get the table sent from another store. Never happened and I had to follow up and was not given any reason as to why this did not happen. I was told I’d have to wait the 10-12 weeks for delivery. After this time passed I followed up. I was told 2 weeks. I waited 2 weeks called again. Told 2 weeks. Waited 2 weeks. I expressed my displeasure at the run around with the continual wait 2 weeks response. Product comes in and I try to schedule a delivery window; however, it’s been so long school has started and I work so it’s making it difficult. I gave up on trying delivery and said I’d pick it up. Went to pick it up and it wasn’t at the store. I expressed my displeasure at the continual runaround that I get. I was told I’d have to wait the week for it to come into the store. I again expressed my displeasure and was told to drive to *********** if I wanted it sooner. I just want the table and chairs I paid for on May 24th
  The general manager threatened to cancel my order because I wouldn’t put up with being given the runaround. ** **** ********** ** **** *** ****** ********* * **** *** *** ***** *** * ********** ******** *** *** ******** ** **** *** ****** ********* 

  Business Response

  Date: 14/09/2023

  Thank you for sharing your experience with us.
  
   We apologize for any inconvenience caused. We would like to clarify that deliveries begin at 8:00 a.m. and continue until all scheduled deliveries for the day are completed. Unfortunately, we cannot provide exact time calls due to the high volume of deliveries that must be routed. When you opted to pick up the product, it had already been transferred to Leon's ***********, where the trucks deliver to your zone since you had initially selected delivery. We sincerely regret not communicating this information to you. 
  
   Upon further review, we confirmed that the order was cancelled as requested. We apologize once again for any inconvenience this may have caused you.
  
   We look forward to having the opportunity to serve you again in the future. 
  
   Best regards.

  Customer Answer

  Date: 15/09/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I am not at all satisfied with their solution and I ended up cancelling my order *** **** ***** ** ******** **** **** ***** ****** 
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/09/2023

  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.

  We got a new ******* washer and dryer. We waited ten weeks for the dryer to be delivered - it's a gas one. Finally it arrived and we payed for installing it. Yeah! After one week it stopped heating. After a number of phone calls and a few hold ups a technician came - could not repair it. Now, we are a family of five with a lot of laundry, hanging it out to dry. For a month.
  Leon s finally got the paperwork from ******* that our dryer needs to be replaced. Here are our choices:
  - Get the same dryer, wait ten weeks, pay for installation
  - get a white dryer. Tomorrow. Pay for the installation. Our washer is metallic grey
  - get another grey dryer. Apparently, it's a better one cause it costs better. Pay extra. Pay for the installation. Also, "only" wait 4 weeks.
  Refund? No mam we can't do that. Discount? No sorry mam.
  I understand it's a first world problem, but I am so tired and frustrated dealing with this. Ugggg

  Business Response

  Date: 25/09/2023

  Good day, 

  Thank you for reaching out.

  At this time the dryer was already returned and refunded accordingly, 

  Kind Regards, 

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 26/09/2023

  After months, leons have promised to refund for the dryer. I didn't see it on my account yet though. I ordered a new dryer from another store, it was delivered on the next day. I still paid for the installation twice and lived without a dryer for 8 weeks. I am happy it resolved, * ** ***** **** **** ***** ** *******.