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 has 67 locations, listed below.

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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

  10 Suntract Road North York, ON M9N 3N9

• 

  Leon's Furniture Limited

  1500 Victoria St Whitby, ON L1N 9M3

• 

  Leon's Furniture Limited

  255 Bremner Blvd. Toronto, ON M5V 3M9

• 

  Leon's Furniture Limited

  201 Britannia Rd East Mississauga, ON L4Z 3X8

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:10/05/2023

  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.

  Invoice # ***********--Purchased a 3 piece leather recliner sofa, loveseat and chair on March 17, 2023. Was informed by the sales rep that the products were on back order, no big deal, we were replacing so we still had furniture in our home.
  Saturday May 6, all products are delivered, delivery guys tell us we have 3 days to report any damage to the store. Sunday May 7th I noticed one area on the sofa the padding was bunched up. Called the store on Monday May 8th to report the damage was informed I needed to send pictures and email them. Tuesday the 9th I emailed the store the photos. I get an email back asking if I would accept $150.00 refund or a $200.00 Leon's gift card, and that I was not within the 72 hour window. I advise the girl no, that I wanted the couch replaced. Back and forth with emails. I then receive a call and I am then told they need to pick up the damaged couch immediately and that the replacement would not be available until July. So let me get this right, you want to pick up a damaged sofa immediately and leave me without a sofa until July 2023. Where do you want us to sit, her response was you bought a package, you have the love seat and chair, not what I wanted to hear. Apparently Leon's has a policy that damaged products need to be picked up immediately, I was told it states that on the back of the sales envelope the sales rep provided me, well guess what its not. All I want is to be able to keep my couch until the new one arrives, is that to much to ask. Today May 10th I get an email stating Leon's does not allow customers to keep products in their home for an extensive period of time that will wear the product from its original state from when it was first delivered. Its leather, if it wears that quickly, we have another issue. Seems to me like they just keep making excuses. Again, all I want it to use the couch until the new one arrives, is that really to much to ask. Not a happy camper and will not be shopping at Leon's again.

  Business Response

  Date: 23/05/2023

  Good day and thank you for reaching out.  

  We have been in contact with our customer and arrangements have been made to exchange the item on the 26th of May.

  Kind Regards, 

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 30/05/2023

  
  
  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:08/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sofa in January 2020, that was delivered to us in March 2020. We are 2 seniors living by ourselves in our house, After approximately 23 months the springs starting coming through the cushion in the middle of the sofa. It is a sectional sofa, 2 pieces, the problem is with the main portion. Unfortuneately this is a sleeper sofa, that we are unable to use due to this defect. We contacted Leon's (****** store) and they said they would send a technican, I had to call several times before this happened. The gentleman came and said ok the store will contact you. Three weeks went by and we still hadn't heard anything so I called. The woman there said I will call you back. Two more weeks went by , I called again only to be told it wasn't their problem, if I wanted I could pay the technican to come and repair the sofa. Needless to say I was very unhappy with this response, as the sofa seems to be defective only in the center cushion. My invoice # is***********. Date of purchase was January 19th 2020.

• Initial Complaint

  Date:02/05/2023

  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 purchased a power recliner from Leons North Edmonton on October 16th, 2022. When the sofa was delivered in November the frame was damaged. I reported within the 72 hours required. I have not been provided updates on when this will be repaired. I was told in March it would be 90-120 days from when they sent the order. The order was sent in the beginning of December, according to their customer service. It is now May and still nothing.

  Business Response

  Date: 15/05/2023

  Good day, 

  Thank you for reaching out.    

  We have reached out to our customer to discuss options. 

  Thank you, 

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Someone came to repair the sofa last week and now the one side does not close fully like the other end and they used incorrect parts to fix it. I am frustrated because I paid for a new couch and I have a broken one. I would like a refund or an exchange for a new couch. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 18/05/2023

  Good afternoon. 

   Thank you very much for taking the time to share your concerns. Upon further review, it seems that the local store has resolved the issue and provided a replacement.

  Kind regards,

  Leon's Furniture LTD.

  Customer Answer

  Date: 23/05/2023

  
  
  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:02/05/2023

  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.

  In mid April I ordered a coffee table from Leon's on ****** *** ** ******** for approximately $800. Upon delivery of the table (about 3 weeks later) I noticed a huge crack through the top. I informed them immediately of the issue. They offered me a 10% discount on the item. I did not see that as enough compensation to live with the issue. They then sent a technician to my home to see if the crack could be repaired. He said no, the crack is through and through and is the result of being manufactured in a moist climate and moved to a dry climate. After Leon's reviewed technician's findings, they offered me an exchange (with a 4-6 week delivery time). I said no because of what the technician explained to me about the climate. I have asked Leon's for a refund of my money. They refuse saying that it is not their standard to refund money, only to give store credit. I don't want to purchase anything from their store and would just like my money back. Can they legitimately only give me store credit? Is there any way to get my money back?

  Business Response

  Date: 02/05/2023

  Thank you for reaching out and allowing us the chance to respond.  

  All delivered sales are considered final.

  In the event a product is damaged we will repair or replace it with the exact item.  If the replacement is not available a reselection will be offered. 

  Kind Regards, 

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 02/05/2023

  
  
  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:28/04/2023

  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 ordered a induction stove from leons in February. They have never followed up concerning delays to the order. They have also pushed the date of the order back multiple times. The order was pushed from March to April, then April to May, now they expect it in July. They have advised since it is a special order that they can't cancel it and won't provide me with a loaner stove. They previously advised me to come pick up a loaner but won't have a delivery team come to me to drop one off. I am in a new home without a stove and I cannot afford to buy another one

  Business Response

  Date: 28/04/2023

  Good afternoon, 

  Thank you for reaching out.  We do apologize for the delay although beyond our control.   

  We will be in contact with our customer to discuss options. 

  Kind Regards, 

  Leon's Furniture Ltd. 

• Initial Complaint

  Date:28/04/2023

  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.

  Date of Purchase: April 12, 2023
  Purchase Order: 04123HMJUHZ
  Purchase Price: $383.24
  -April 11, 2023, I visited the Stoney Creek Leon's to look for the matching ottoman for my sofa and chair. I was given the information for the ottoman that matched my set, and ordered online as instructed as it is sometimes faster to receive items that way. I called weekly to ask when I could pick up.
  -April 25, 2023 - I was informed that our ottoman was in and we could pick it up and we did. Upon returning home & unwrapping, we quickly discovered it was the wrong ottoman. I called customer service immediately, to which they told me to send an email and I did.
  -April 26, 2023 - I received an email stating that products online will not always look the same as in person. That the ottoman I received was the correct one. I then proceeded to call customer service at Stoney Creek, and told them I actually think the ottoman is the wrong one for my set. To which the reply was, we don't do refunds. I then asked about an exchange, they said no. I then said, you're expecting me to pay an extra $500 to get the right ottoman for my set. The response was yes. I asked to speak to their manager and spoke to (2). The last manager's response was that it states "Final Sale" as per the receipt. I said I am looking on my receipt and it doesn't state that. They stated, its on the back. I said I have an online receipt and it does not state that. They then took 5 minutes to locate embedded on the website that it states "Final Sale". I then said, so the I am the one being penalized for a mistake that your staff made. They said yes. I said can I pay a restocking fee? They said no.
  -I bought my last (3) couches & chairs from Leons. I am not a rich person, my family is not well-off. I am having major anxiety that I have spent a lot of money (we don't have) on an item we can't use and its going to cost an extra $500 to correct. For such a large company, this is really unfair/ unjust business practices.

  Business Response

  Date: 04/05/2023

  Good afternoon, 

  Thank you for allowing us the opportunity to respond. 

  We have reached out to the customer to discuss options and have reached an amicable resolution. 

  Kind Regards, 

  Leon's Furniture Ltd.  

• Initial Complaint

  Date:25/04/2023

  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.

  I purchased a king size ********* mattress from Leons Trenton in August 2020. The mattress developed deep recesses after just over a year of use, which make it extremely uncomfortable to sleep on and it causes my back issues to flare up regularly. I end up spending most nights on the couch so that my wife can sleep in the middle of the bed where the mattress still has some support. I contacted Leons about warranty replacement, and they refused to honor the warranty due to a small stain on the mattress from my child spilling a small amount of juice. The mattress was broken before the spill happened, but ********* is now claiming that the spill is what caused the mattress to deteriorate and they are refusing to honor the warranty. I spent $1200 on this mattress just to sleep on a couch now because this company will not stand by their products or honor their promises to the consumer.

  Business Response

  Date: 28/04/2023

  Good day,

  Thank you for reaching out. 

  Please understand that under the terms and conditions of the factory warranty, regrettably any stain on the mattress does void any manufacturer warranty.

  Kind Regards, 

  Leon's Furniture Ltd. 

   

  Customer Answer

  Date: 28/04/2023

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

  The claim that the stain was the cause of the mattress deteriorating to the point that a replacement is needed is ridiculous and * ** ******* ** ** ***** * **** to get this company off the hook for replacing defective furniture. This mattress is only 3 years old and I paid over $1200 for it just to find the company does not honor warranties. If this matter isn't resolved I will never use this company again for any furniture needs and will recommend others follow suit.

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

• Initial Complaint

  Date:19/04/2023

  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.

  I bought the mattress set on march 16 2018 and ask to exchange it as we could not get in bed. It was too high for us. They exchanged it 1 week later and I realized it was a used mattress set. And it was not even the mattress that we had ordered. The box spring was broken and they didn't exchange it any time later. They exchange the mattress only a few times between 2018 and 2021 and all were used mattresses and they didn't give me any proof of exchange papers. I called ****** **** company and ***** canada and and was told they would call Leons and have them exchange the mattress set and they would replace it at the store. I went to Leon's and told them about the replacement. Leon's said they had received the paper work from ***** and they would exchange it. They changed the mattress and it was a used mattress and they didn't change the box spring. More dates of exchanges are Jan 14 2021, Jan 22 2021 ,Feb 19 2021, March 12 2021 and March 22 2021. All are used mattresses.

  Update April 20, 2023 -  I contacted Catherine at Leon's today April 20 2023 at 3:31pm and she told me that they will come Monday to take pictures of the mattress set and measure the height. There is a lump in middle and each side is uneven. They will send the pictures to ***** as the box spring is from ***** and the mattress is from ****** ****. We bought a set and they are from different companies. I tried contacting Leon's twice before Easter and the person I wanted to talk to was not there. Catherine said that we would have an answer about 1 week after she sends the pictures to ***** and ****** ****

  Business Response

  Date: 21/04/2023

  Good day, 

  Thank you for reaching out. 

  Please understand a refund is not an option a this time.  This mattress is subject to the terms and conditions of the factory warranty.  Once inspection is complete the information will be forwarded to the manufacturer for their review and their direction. 

  Kind Regards, 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:They came over and took pictures of mattress only and after I mentioned the box spring, they took a picture of the box spring. I was talking to Catherine from Leon's and she said that they will replace neither as they are from different company. I told her that I had paid for a mattress set and this was not a set. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:17/04/2023

  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.

  Hello, I purchased the ***** 5 piece sectional from Leon’s on December 6th 2022. It got delivered the week of December 19th. After a week I noticed the fabric on the cushions started to pill and fray. I contacted Leon’s and they said the one in the show room wasn’t as bad as mine so they would give me a replacement in hopes it doesn’t happen again. The replacement was delivered March 7th. It started doing the same thing within a couple days and looks like a 10 year old couch. It’s obvious there is a defect in the fabrication of this couch. I contacted via email again on March 22 and no response. I emailed them again April 6th and they responded and said they will take the sectional back and give me a credit to another couch in their store. I’ve been in their store to look and there is nothing I desire. They will not give me my money back, only credit towards another couch.

  Business Response

  Date: 28/04/2023

  Good afternoon,  

  Thank you for reaching out. 

  All sales are considered final and subject to factory warranty.  If the product is defective it will be repaired free of charge by Leon's or our agent. If the item cannot be repaired, you will be offered an exact replacement at no extra charge. A reselection will be offered if no replacement is available.  A refund is not an option.  

  Kind regards, 

  Leon's Furniture Ltd.  

• Initial Complaint

  Date:17/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a two piece sectional sofa on September 12, 2022. Upon point of purchase we were told by our sales person that the couch would be delivered latest end of October (no specific date). The purchase price was 2299.00. On November 1, 2022 I contacted Leon's as I had not had any employee follow up with me, I was told it would likely be in in one month's time (end of November). When December 1, 2022 came I again contacted Leon's about the sofa, met with the same response- "It should be in by the end of this month.". This continued every month for seven months bringing us to April. Up to this point (April 14, 2023) there have been 20 phone calls back and forth with the store, all initiated by myself. Today- our couch was delivered. Much to our dismay it was the wrong one. The delivery people told us "Well you're keeping it". Of course I contacted the store and notified them of this error and we were told that we had to keep the incorrect couch until they rectify the situation. This could take months as we have already experienced. We have pets and are concerned that the couch may become damaged in the time it is at our house. I am afraid that we will be stuck with the wrong couch if any minor accident happens while it is in our care. At the end of the day we would just like the couch that we requested, paid for, and waited so long for. The delivery people also left behind all the garbage from the couch on our neighbour's lawn. I reported this to the store who, I assume, sent them back and they then proceeded to walk up our other neighbour's driveway and dispose of it in their private waste bins. * **** ****** ****** ** *** ******* **** ******* *** **** ** *** ******** *** *** ** ********* *** *** **** ** ******** ****** *** *** ******** ***** thank you.

  Business Response

  Date: 28/04/2023

  Good day   

  Thank you for reaching out and allowing us the opportunity to review.  We certainly apologize for any frustration unintentionally caused and appreciate our customer's patience. 

  We have reached out to the customer to discuss and at this time the sectional has been exchanged. 

  Kind Regards, 

  Leon's Furniture Ltd. 

  Customer Answer

  Date: 28/04/2023

  
  
  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,
  
  
  
  **** ******