Furniture Stores
Leon's Furniture LimitedHeadquarters
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Important information
- Customer Complaint:Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.
Complaints
This profile includes complaints for Leon's Furniture Limited's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 343 total complaints in the last 3 years.
- 111 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:27/03/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a couch on the Leon’s site and received an email stating that my order had been received. The following day I received an email at 10:47am from a *********** employee stating that the price was wrong and if I didn’t want to pay the actual price then my order would be canceled. The price remained online for 2 days then changed.Business Response
Date: 28/03/2023
Good day,
Thank you for reaching out.
While we strive for accuracy in the pricing and the other information we provide on our website, errors can occur. In cases where such errors do occur, Leon's expressly reserves the right not to honour the offer made on our website, either in stores or when accepting an order online. In the case that an order placed online is not accepted, it will be cancelled and any payments that have been authorized for that order will be refunded/reversed.
We certainly appreciate the opportunity to respond and appreciate your understanding.
Kind regards,
Leon's Furniture Ltd.
Customer Answer
Date: 28/03/2023
Complaint: ********
I am rejecting this response because:
It took Leon’s more than 2 days to change the pricing after I made the purchase. I have spent a lot of money at Leon’s as a customer and they’re willing to lose future purchases over one purchase and their error. They have that right due to fine print but that’s not a way to conduct business.
Sincerely,
******* ******Initial Complaint
Date:15/03/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a bedroom set on 29 January 2023 and before I purchased it I asked if there was any issues or damages if I could return it and was told yes and that they want to make sure customers are satisfied and if they aren't they will return or replace. I was told the bed and nightstand would be delivered in 1 to 2 weeks and the dresser and mirror would be delivered in 4 to 6 weeks. This did not happen. * ****** ******* ***** *** *** **** ***** Eventually I received the bed but it was damaged and sent pictures the same day. A week later I received a call from a manager and was told that they would replace the headboard and footboard and that it would arrive in June. I asked about the delivery for the rest of the furniture and was told I would get a call the following day about it. This did not happen. I called the store and was told my salesperson was in the store and would call back. This did not happen. I called the following week a couple of times and kept getting told I would get a call back it didn't happen. I called and talked to a manager and asked about the timeline and was told that it was not in stock and they would have to sort it out with corporate. I asked to return it and was told I couldn't. I talked to the GM and told him my concerns, in which he was **** *** defensive and told me I would be able to get my money for the furniture that was not delivered but would have to pay a 50% restocking fee to return the bed that was damaged. This was never discussed with me when I purchased it and was told I could return it. When I asked to speak to the owner he did not provide his name and told me there was no one else to discuss the issue with as it was his store. I just want to return my bed as I did with the rest of the furniture. If they returned the rest of the bedroom set. Why won't they return the damaged bed they delivered.Business Response
Date: 15/03/2023
Good afternoon,
Thank you for reaching out.
We have been in contact with our customer to discuss the matter. We have reached an amicable resolution.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 15/03/2023
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:09/03/2023
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
These people at Leon's continue calling about some ** sale after selling me a bill of goods. They said through the website, ***** ********* they do store personal information and have a privacy policy. They know I will NEVER Do business there and **** ******* ***** ******** *** ****** ******** **********, hopefully the personal info I just gave you is confidential I want them to away since consumer protection is a joke in Ontario **** *** *** ******* *** **** ** **** **.Business Response
Date: 20/03/2023
Good afternoon,
Thank you for reaching out.
We are removing the customer from our contact list as requested.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 20/03/2023
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:08/03/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2nd Oct22 Leon’s sold us a $7500 stove, bundled with a fridge and dishwasher. Total price under $13,000. I was assured they had the stove IN STOCK and can make the delivery as soon as we need. I called on January 2023 for delivery. They then informed me that is isn’t in stock. I asked for a refund, they ignored me. Manager **** told me they don’t offer refunds because they assume their customers don’t want to cancel. I informed him of the customer protection act, he said he doesn’t know what that is. After many conversations, the stove arrived on the 2nd of March. Leaving us to spend money to feed ourselves until it arrived. LEONS held our money knowing they had no supply, made us commit to buying a stove 6 months early to prevent us from going to ********* ****** or *** *****. They never updated us on the change of availability, and hence violated our right to shop for the best price and denied us the right to have enjoyment of our home by failing to provide us a refund of the stove in a timely manner. They held our money since 2Oct 2023 and provided us our product 6 months later. Without our consent or informing us.Business Response
Date: 31/03/2023
Thank you for reaching out.
At this time we can confirm the order has been delivered.
We do apologize for the delay and certainly appreciate our customer's understanding.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 31/03/2023
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. As a refund to compensate for my loss was offered.
Sincerely,
****** *******Initial Complaint
Date:08/03/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Purchased a dining set with Leon's and they are not honoring the warranty. I informed them of a valentines party that happened over valentines day weekend with the damage to the dining table and Jonathan didn't agree. He thinks it's wear and tear damage that happened over time. I would appreciate if my warranty for my table would be honored. I would like either an echange/repair/replacement/or store credit.Business Response
Date: 10/03/2023
Good day,
Thank you for allowing us the opportunity to review this concern.
We have reviewed the pictures of this product purchased in October of 2018. The accumulated damage and soiling to this product is not a result of a single accidental incident.
As the excessive damage to these items does not fall under the terms and conditions of the extended warranty program, the request made by the customer cannot not be considered.
As much as it is our intention to meet all our valued customers' expectations, we understand we have our limitations and some requests simply cannot be met.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 10/03/2023
Complaint: ********I am rejecting this response because: as stated to the ****** rep that I was speaking to on the phone the soiling of the chairs occurred during a valentines day weekend party and not over an extended period of time, there may be a scratch or 2 that happened before who h I don't mind not being covered, but the damage to the chairs happened after a spill on the table occurred and dumped the sauce on to the chairs.Sincerely,****** **********Business Response
Date: 20/03/2023
Good day,
Thank you again for reaching out.
Regrettably, the heavy damage to your dinning room is not covered under the terms and conditions of the warranty plan.
We thank you for your understanding.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 20/03/2023
Complaint: ********
I am rejecting this response because: what's the point of a warranty if they will not honor the damage that occurred within the 21 day reporting time frame.
Sincerely,
****** **********Initial Complaint
Date:01/03/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought ******* dishwasher from the Leons. It was delivered to me defected: broken shelve inside at the right side, door not aligned, not closing well, with a big gap on the top. It is difficult to resolve it. *** *** *** ***** ******* *** **** ****. I was told that I was on my own to deal with ******* to return it and to get my money back. I am being forced to keep that dishwasher. I paid for the good working-unit. When purchasing, I was told, "anything happens, you call the store and they will come to take it back and bring you the new one". ****! Kept calling ******* and I am being told that there is no cooperation form the store. When I call Leons, I am being put on long hold and disconnected or informed, "called you, but not response form you". ******* **** Leons does not bother with DOA as per *******, "we did not receive it from them". I paid so much money. This is a total disrespect for the customer. Not the way to be.Business Response
Date: 07/03/2023
Good afternoon,
Thank you for reaching out and allowing us the chance to review the matter.
We have been in communication with our customer and we are actively working with the manufacturer to reach an amicable resolution for our customer.
Kind Regards,
Leon's Furniture Ltd.
Initial Complaint
Date:26/02/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a couch from Leon’s in December 2022 after viewing it and testing it out in the show room. The rep told us due to popular demand we had to order it special from the manufacturer and it would take 4-6 weeks to deliver. In January 2023 Leon’s contacted us stating the couch we ordered is not available and only available in a different colour (grey) we said it was fine. After delivery we noticed the cushions on the couch weren’t fitting properly. They would constantly fall off and leave big gaps in tween. When we called Leon’s they scheduled a technician to come and look at the couch. After 2 weeks a technician came and viewed the couch and took pictures. He said they would contact us within 7- 10 business days. No one contacted us so we called and they an explained that they don’t care about the cushions not fitting and that there is nothing wrong with the couch.Business Response
Date: 28/02/2023
Good afternoon.
For further review, please contact Leon's via email at [email protected] with the salesorder number and phone number we can find on file.
Thank youCustomer Answer
Date: 10/03/2023
Complaint: ********
I am rejecting this response because: I had emailed the email provided on Monday and waited 5 business days and no one got back to me.
Sincerely,
***** *****Business Response
Date: 20/03/2023
Good afternoon,
Thank you for reaching out and allowing us the chance to review.
We have contacted our customer and they will be reselecting.
Kind Regards,
Leon's Furniture Ltd.
Initial Complaint
Date:16/02/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a ******* fridge with the 2 inch ice ball maker. Waited for 7 moths or more to arrive
Get fridge. Cant find the 2 ice ball maker.
Website and leons flyer said it xame with it.
Confirmed with the model and numbers. All same
Confirmed with sales rep.
Try to research information on ******* and how to use it. Still can't find it.
Talk to general manager. There are a few times at Leon's Orangeville. He said he seen it on the flyer and website too and he's not sure why. So they're looking to the manufacture. After many weeks they come back and they say that they don't think that model has it even though it was advertised as such. And then his resolve is going to be to get me the same type fridge. Just a little bit bigger and swap it out but because of the back orders on fridge and everything might take a few months. So since then it's been almost 8-9 months. I've called back many times the Christian asking for updates. Many many many times that he said he thought it was sending with the general manager and you were ordering another fridge and you're waiting on that but he seen an order for process that was there on and on and on for many months of this. So I talked to him last week which is the first week of February 23 and he says he thinks it's sitting with a general manager. He doesn't know what's going on with it now and there's still no answer. So from where I was told that we were getting a replacement many months ago and we're waiting on that now. It doesn't seem like anything at all is happening. It's a false advertisement of the product. He told me that ******* was saying that it was mistake of Leon's. Leon's is saying that it was *******'s mistake because it was on their website. Either way, I'm caught in the middle and I don't have a fridge that I specifically purchased for 2-in balls after 20 years of waiting to buy a new fridge. Just saw what I wantBusiness Response
Date: 28/02/2023
Good morning,
Thank you for reaching out and allowing us the chance to review.
We have been in communication with our customer since this claim was submitted and did reach an amicable resolution.
Thank You,
Leon's Furniture Ltd.
Initial Complaint
Date:14/02/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have received my sofa on 10th Jan Order#*********** amounting 733 CAD but the sofa is not at all good and firm as per the description in website. It looks like a refurbished sofa. The seat cushions and back cushions are worst quality and faulty. My wife & I both have started experiencing back pain since the first day of using the sofa and that is why we are no more using it. When I called the store on 12th January 2022. the store manager confirmed me very rudely that they can't return any product.
But as per my knowledge, there was no such mention in the Order Confirmation Email nor in the website that this is final sale and there is no return.
This is really a ********* activity by Leon's that there is no return of product. I am complained within 3 days of delivery but still Leon's did not return the product.
There is no business in Canada who doesn't have a return policy. Except ********* store every Store in Canada has at least 7/ 14 days of return window. Especially when some has ordered in the Online. Leons is ******** with me for such a big amount of 733 CAD which is really a huge amount for a low income person like me. Really the most ********* activity by any business in Canada with a customer. I am completely mentally harassed since last one month as Leons is completely ignoring my Emails and calls. Kindly help me. 733 CAD is really a huge amount for a low income person like me. I had purchased this sofa as a new year gift for my family but this gift had costed me a lot both mentally and financially. For a low income person like us who cant afford a lawyer BBB is the one and only hope to get justice. Kindly help me.Business Response
Date: 17/02/2023
Good day,
Thank you for reaching out.
We have been in contact with our customer and have reached an amicable resolution,
Kind regards,
Leon's Furniture Ltd.
Customer Answer
Date: 01/03/2023
Dear Team Better Business Bureau:Many many thanks for your generosity to help me. I really appreciate BBB's help on this critical issue.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is okay for me but the restocking fee of 90 CAD is a burden on me. But to compromise I have to accept the resolution.
I have paid 90 CAD as a restocking fee to get my refund. They have scheduled a pick up of the Sofa on 3rd March.
I hope after picking up , Leon's will refund the full amount 733.38 CAD as per the promise by 9th March 2023. * **** ******** *** ******* ** *** ********** *** ******* *** *******.
If Leon's won't refund my money even after picking up the sofa, then I should be allowed to re-open the case.
Sincerely,
******** ************ *** ****
Initial Complaint
Date:13/02/2023
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good day,
I had ordered brand new appliances of May 2022 to be delivered for my brand new house in September of 2022. The delivery was delayed and I did not receive it until the second week of October. When delivered, the delivery team damaged my front door frame, put a hole in the wall and the fridge door was damaged. Instead of taking out the doors for the fridge to bring it in the house, they took out the front door of the house and pushed the fridge through. They damaged the frame of the front door and the hallway wall. In the process, the new fridge (door) was damaged. I had reached out to their managers since the day of the delivery. Since the time, I had spoken about 7-9 different managers and supervisors. I have kept getting the same response from everyone (even at the head office). They would take the details, pictures, etc., and never get back to me. My emails have not been responded to. I have become extremely frustrated as I had been trying to be patient this whole time.
I have proof of all emails and phone calls.
Please let me know if you are able to assist me before taking the next to seeking legal advise.
Thank youBusiness Response
Date: 24/02/2023
Good afternoon,
Thank you for reaching out although we do regret these circumstances.
We will be in contact with our customer within the next 24 business hours to discuss this matter.
Once again we apologize for the delay and sincerely appreciate your patience.
Kind Regards,
Leon's Furniture Ltd.
Customer Answer
Date: 24/02/2023
Complaint: ********
I am rejecting this response because: they always say they will solve my issues and they don't. I have heard this message from 6-8 different Leon managers and nothing gets solved. I keep having to wait and no one replies to me.
Sincerely,
**** *****Business Response
Date: 27/02/2023
Good day ****. Thank you for reaching out once again.
We understand that you have asked to speak solely to the manager Rishi who is familiar with your concerns. We are happy to confirm Rishi has returned from leave and will continue to assist you.
Thank you for your kind patience.
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