Business Profile

Furniture Stores

Leon's Furniture Limited

Headquarters

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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.
111 complaints closed in the last 12 months.

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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:21/06/2023
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.
On May 25th I purchased a brand new TV from Leons ********* location and picked up the TV from their ******* warehouse on May 27th. A week later when I turned on the TV I had a picture but no sound. I thought it was a glitch so I turned the TV off for about 5 minutes and then back on again and it was fine. The following week I turned the TV on and had sound but no picture. One again I turned it off for about 15 minutes and it came back on OK. Now I am starting to get a little concerned. It worked fine for about another week and then yesterday morning I turned it on and had no picture and still dont a day later. I called Leons yesterday morning as soon as they opened to talk to them about this issue and to request that we look into replacing this BRAND NEW 3 week old TV and was told sorry we cant help you - You have to deal with *******.
Now ******* did not sell me a defective TV, Leons did, and therefore Leons needs to deal with me on this issue. They refused to discuss it with me and said to call *******. I am now furious over this and thought maybe ******* would replace this new TV for me or suggest to LEONS that they do so. It took me 2 days, 3 x phone calls and 2 emails to get this reported to *******. This was truly a painful process as well. I just received a phone call from a repair technician telling me that he was familiar with these issue on ******* TV's and that he would order parts and repair the TV. He would get back to me in 10 - 12 days to fix it. ARE YOU KIDIDNG ME!!! I bought a brand new 50" ******* TV and not a used TV, therefore I expected to get a brand new functioning TV. I now have no TV and you are telling me I have to wait 10 - 12 days for parts and then you are going to repair it.. This is totally unacceptable and Leons needs to work with me to get this defective TV replaced. I have called the store twice now and they will not put me through to the store manager. This is not acceptable and I have no other way of getting through to the store manager. Ignoring customer complaints will not make them go away.
This is totally unprofessional and they should not be able to get away with this type of business practices.
Business Response
Date: 22/06/2023
Good afternoon
Thank you for bringing this matter to our attention. Please note that the television is subject to the terms and conditions of the ******* warranty. Our management team at the ***** **** location is currently following up on your behalf in order to escalate your request to ******* representatives.
Please await a follow-up from the store.

Thank you,

Leon's Furniture LTD.

Customer Answer
Date: 02/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:20/06/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of purchase April 29, 2023.
Location - *** ********* **** *********** **
Price - $783.89 tax in

Chair delivery 10 days later.

Spoke with ******** from customer care about defective rocker recliner under warranty. We were asked to submit images and video proof of claim for store manager to review on May 11. Email response with images and video sent May 11. Email proof retained of conversation. No response. Attempted reaching out to customer care May 19. No response again. Attempted calling store only to be sent several times to voicemail over the course of 3 days. Each time the voicemail was full and can no longer accept messages. 50 days later still no response.
Business Response
Date: 20/06/2023
Hello *******,

Thank you for sharing your concerns with us. We appreciate the chance to review the matter with our Mississauga store management team. They will be contacting you later today.

Best regards,
Leon's Furniture LTD
Customer Answer
Date: 01/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:19/06/2023
Type:Delivery 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.
We bought bedroom sets from Leon's Furniture,********** ****** *** ********* ** on Jan 15,2023 which delivered on May 28,2023. Delivery guy dropped that items in garage and told the assembly guys will carry it to bedrooms. This was the first time we got to know assembly team is different. Later when assembly team ,3rd party, contacted us and told they can't perform the job as the stuff is not in bedrooms. After a lot of follow up, on June 09 ( more than 10 calls), Store persons (****** *** *****) sent his two persons at 2:30 PM to carry stuff in bedrooms while the assembly appointment was at 12:00 pm. So assembly work couldn't complete on that day. Then assembly team ( ***** ******) booked another appointment for June 15 ( 12-5PM) and they didn't show up and no cause was communicated. Leon's just committed a ***** with us by taking assembly fees at beginning and then not disclosing that assembly service is done by 3rd party. They not even mentioned on any invoice or pamphlet. Now boxes are lying in our bedrooms and its hazards to our little kids. We followed up but no one listening to our concerns. **** *** **** ***** ****** ****** *** **** ********* ** ******* ***** ******* Assembly service is still pending even almost 20 days are passed. ***** had assured that she would take care everything starting with assembly arrangements to quality of the stuff which is still in sealed boxes even almost to 20 days. We are fed up with this ***** company and want resolution asap. Its totally frustrating ??
Business Response
Date: 20/06/2023
Hello ***** *******
We have received your concerns regarding miscommunication among the delivery team, store, and assembly team. We sincerely apologize for any inconvenience this may have caused and want to assure you that your concerns have been recorded at our corporate office.
The store has offered compensation for the troubles, and now we ask that they communicate with *********** service to have an assembly team sent to your home as soon as possible. Please expect a follow-up call to discuss the situation further.
Thank you for bringing this to our attention.
Best regards,
Leon's Furniture LTD.
Customer Answer
Date: 20/06/2023

Complaint: ********

I am rejecting this response because: i received only $100 as compensation against all the odds, problems and troubles I faced, i lost salary for three days because of time taken off to wait for assembly team. Leon's failed at its commitment at all fronts.
I want Leon's to bear assembly cost ($194+taxes) and refund me assembly cost as it's ultimately Leon's fault and they should realize it. ***** **** ************ ********* *** ***** *** *********** ** *** **** ** ***** *** **** ******** ** ********* ** **** ** *** **** **** **** ****** ************
Secondly , I want commitment from Leon's to honour 72 hours quality TAT as the stuff is still in boxes as intact as delivered by his guys and no one has opened it yet.
**** ******** ** ***** ** ********* ****** *** ******** ********** . I want my assembly cost back and Leon's needs to bear this cost for assembly ** **** **** **** **** ****** **** ** ********* ***** ********* ***** **** *********.

Sincerely,

***** *******
Business Response
Date: 20/06/2023

Dear *****, we truly value our customers and strive to meet their reasonable requests. However, your request for additional compensation cannot be granted.
We would like to inform you that an appointment for assembly has been scheduled for Thursday, June 22nd, as confirmed by *********** Service. If you have any queries or wish to reschedule the assembly date, please continue to correspond with *********** at ***********.
Regards,
Leon's Furniture LTD.
Customer Answer
Date: 27/06/2023

Complaint: ********

I am rejecting this response because they failed to honor their own deadline of June 22, 2023 as well. One guy came from Leon's on June 22 at 4 PM around and told that he's not able to assemble it because he doesn't know how to do it alone. He'd told that he was just sent to see the furniture which was weird. Ultimately, they accepted their incompetency in this business and agreed to return the money with their heads down. The money is still not refunded by Leon's despite they agreed to do so. I'm waiting for my money back and want it ASAP. **** *** ******** ********* ****** *** **** ****** *** ******** *** *** ***** ***** ** ******** *****

Sincerely,

***** *******
Initial Complaint
Date:15/06/2023
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.
I bought two sofas with recliner mechanism with order number *********** on 24th November 2023. The recliner mechanism for one of the seats of the sofas has stopped working. The sofas are under warranty with the recliner mechanism. I've filed a complaint to the store on their email id *******@*****.ca. They said that they will arrange a technician visit. But no follow up since then. I have repeatedly sent reminder emails to no avail.
Business Response
Date: 15/06/2023
A manager will connect with the customer shortly

thank you
Customer Answer
Date: 16/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:02/06/2023
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 power reclining chair in April of 2022. Chair was delivered in November of 2022. Power reliner did not work. Service technician came to our home in December of 2022. Was informed that parts would need to be ordered. I have contacted and visited Leon's numerous to get commitment as to when chair will be repaired. Leon's indicates the supplier is not giving them a date for the replacement part. I have been waiting 6 months with no reply from Leon's unless I call them, they do not responsd. This is unacceptable. Manufacturers are required to provide service parts for 10 years. This product is not even a year old.
Business Response
Date: 08/06/2023
Good day,
Thank you for allowing us the opportunity to review.
We have reached out to our customer with alternative options and await their decision.
Kind Regards,
Leon's Furniture Ltd.
Initial Complaint
Date:26/05/2023
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.
Leons was suppose to delivery a ***** BBQ, ***** Smoker, Cover for each of the BBQ's and a double headboard and bedframe. They also agreed to haul away the bed and bring bags. When they got here after unloading the bbq the delivery manager refused to take the bed after I was charged and the bags were not provided. He blamed it on a salemen who no longer worked for them and would haul the bed away. I explained I am the customer this was the agreement with the purchase I was charged to haul it away and he still refused to haul the bed away and blamed me for Leons not providing the bags for the bed and still refused to haul the bed since I did not purchase a full bed. This happened last time as well when I did purchase a bed and it was a big headache but they hauled it away this time they refused so I told them they can take all the items I purchased and return them since they would not honour the terms of the sale. I want this resolved the customer is always right I paid for the bed to be hauled they agreed at time of sale and did not honour it. Now I am out 2 bbq's a head board, bed frame and stuck with my old bed.
Business Response
Date: 26/05/2023
Good day,
Thank you for reaching out and allowing us the chance to respond.
We have been in contact with our customer and certainly regret the circumstances that led them to write. As requested by our customer the order will be void and refunded in full. Once again we do apologize for any aggravation caused during what should have been a pleasant buying experience.
Kind Regards,
Leon's Furniture Ltd.
Initial Complaint
Date:24/05/2023
Type:Service or Repair 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 Feb 2nd 2021 we purchased a ******* ********** television from Leon's ******** ***. At the end of April 2023 the TV stopped working. We thought that possibly the remote control had ceased working so we contacted Leon's and they loaned us a replacement . This was not the problem.We contacted **** our service provider and their technician after a complete check assured us their equipment was working properly. We had purchaed an extended warrenty at the time and then contacted Leon's about it. I was put in contact with ******* ******** and was told by her that she would start a warranty claim . Three weeks passed and numerous phone calls later I was assured that she was doing her best but no claim was started because she was unable to reach the warranty people. On the last contact I had with her heated words were exchanged resulting in her hanging up on me. I then took the TV to another ******* dealer on May 19th and was contacted by them today May 24th stating that the TV had been checked by them and that they had contacted ******* techinical services and that they suggested changing some electronic piece in the TV but couldn't assure that that would fix the problem. I then contacted the company providing the warranty and after only a 15 minute wait was told I would be contacted within 24-48 hrs to get my claim processed . I was also told that they had never been contacted by Leon's about my claim . Terrible terrible terrible customer service from what is supposed to be a reputable company. I for one will never purchase another thing from them and will also be telling anyone I know about the way we were treated by them.
Business Response
Date: 30/05/2023
Good day,
The extended warranty division has reached out to the customer to discuss options.
Thank you,
Leon's Furniture Ltd.
Customer Answer
Date: 30/05/2023

Complaint: ********

I am rejecting this response because: The extended warrenty people did not reach out to me. I called them myself on May 24th at approximately 2pm and was told a technician would contact me in the next 24 to 48 hrs. I told them that I had already had the TV checked by another technician and was told that I would have to have it at my home for their guy to check it, so i went and picked it up . Today,6 days after I was told that I would be called within 48 hours I again contacted the warrenty people and was told that the information I was given the first time was incorrect and I could indeed have the TV checked by a technician of my choice , and have him send an estimate of the repair cost to the warrenty people. Not only is Leon's incapable of getting their story straight and providing quality customer service , the people they rely on to provide their warrenty service don't seem to be able to provide it either. Thank you for looking into my problem and providing a prompt answer. ***** ******

Sincerely,

***** * *****
Initial Complaint
Date:24/05/2023
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.
Absolute retailer warranty company I have ever dealt with.
Paid $3500 for a couch. Day it arrives it had come with glue stains all over it. We reported this to Leons service department prior to even assembling. They agree to have it switched under manufacturer warranty - which took approximately 8 months to do. We then wanted to invoke our warranty that we had purchased ABOVE and beyond manufacturer warranty. Just to find out Leons went behind our backs and used the warranty WE purchased, prior to using their manufacturer warranty and/or making it right on their dollar. ****** did nothing to let us know this was happening and aided in Leons deceiving its customers. Now we are in a position of having a couch just over a year old that is coming apart in multiple areas, seems, bed portion ect. Will NEVER recommend or use this ********* retailer again. Will be ensuring this story gets out to the max to prevent as many people from supporting this giant money making machine. **** **** ***** *** *** ***** ** *** ******** ***********
Customer Answer
Date: 26/05/2023
We have reached an agreement. This file can be closed effective immediately.
Initial Complaint
Date:24/05/2023
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.
After purchasing the furniture for a new home i went in and did some measurements and realized they are too large. I made contact with the store and requested order cancellation and was informed the product was special order. My bill of sale makes no memtion of special orde but does describe the criteria for special order furniture

"Special Order - If your order contains a special order appliance, it must be ordered
directly from the manufacturer. Special order furniture is made to order and will require a
longer wait time. Once stock arrives in your service store location, you will be contacted
to schedule a delivery date. Note: Special order items may not be canceled.'

i requested cancelation within days and this item is available within days and is not made to order as defined under the "Special order furniture" clause, i even asked for a reselction of appliances at a higher value to no avail. Fast forward a week, items were to be delivered May 19th to ensure items received before the move and placed in the container i have for move to new home. I called the store on the 19th and informed them of missed deliver and again requested a refund based on their failure to meet the delivery date. I was again told i can not cancel the instock special order but the store can fail to meet their obligations without accountability.

I have called head office twice and emailed about the situation and have yet to receive a response?
Business Response
Date: 26/05/2023
Thank you for reaching out,
We have been in contact with our customer and did reach an amicable resolution.
Kind Regards,
Leon's Furniture Ltd.
Initial Complaint
Date:16/05/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a freezer May 3, 2023 was told it would be 1-2 week delay and then I could pick it up. No phone call at the 2 week mark so I called only to be told it will be 2-4 weeks so beginning of next month (June) at the earliest. I was also charged the tax on the freezer during the SAVE THE TAX sale so I was overcharged to begin with and lied to about when to expect it. The lady I spoke with said the sales knows its a 2-4 week wait and I should have never been told 1-2 weeks as that is simply not true.
I didn't want to wait a month for something I HAVE FULLY PAID for and would of went elsewhere had this company been honest
Business Response
Date: 29/05/2023
Good afternoon,
Thank you for reaching out and allowing us the chance to review.
We have contacted our customer with the current ETA for this freezer.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 07/06/2023

Complaint: ********

I am rejecting this response because:
I was told “should be” in the warehouse in Toronto on weekend and “I should be contacted this week by ******** store to say I can pick it up”. Should being the key word and to date I have not been contacted ??
Nor was there any mention of the taxes being refunded as I bought this during the Save the Tax Sale but yet was still charged taxes!!

Sincerely,

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

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