ComplaintsforLeon's Furniture Limited

• Initial Complaint

  13/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a twin mattress at Leon’s on Aug 9th for $499 plus tax. When we assembled our child’s bed, we realized this new, unused mattress was too high for bed, and returned the mattress to the store on Sunday Aug 11th. It was unused and returned in the store packaging. We purchased a new mattress that day that was $199, and were told by the customer service people that we would not be refunded the difference in the cost- at all. Not even store credit was offered. We were outraged, as when we bought the mattress originally the sales person told us we had up to 200 days to return it to the store if we were unsatisfied— which we were. ** **** **** ******** ***** ********* ** ****** **** *** ***** *** **** ********* **** ***** ***** **** *** **** * ****** ************ *** *** ********** ********* **** ***** ********* ** ** **** ***. We would be happy with store credit if they could not refund us, but they literally sold us a mattress that was $199 for $500. **** ** ********** *******

  Business response

  15/08/2024

  Good afternoon,  

  Thank you for reaching out.   

  We do apologize if there was any confusion or misunderstanding. 

  The 200 night sleep comfort guarantee allows you a one time exchange of your mattress, regrettably, a refund would not be an option. 

  Kind Regards, 

  Leon's Furniture Ltd. 

  Customer response

  15/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: we did not use this mattress. It was returned, unused and was still in store packaging, thus we should have been able to be refunded or given store credit for the difference in price between this mattress and the one we ended up buying. We were told the 200 day policy was for those who slept on the mattress and were not satisfied with it. This was a straight return of an unused product. We would like store credit for this difference in price of the two mattress if a refund in the difference in price cannot be accommodated. ** *** ***** ********* ** ******* ** **** ********* ******* ********** *** ***** ***** ** *** **** * ****** **** **** ********* *** *** ******* ** **** **** ***** ********* *** ***** 
  
  Sincerely,
  
  ***** * ***** *******

  Business response

  19/08/2024

  The customer has been contacted and we have reached an amicable resolution. 

  Kind regards,

  Leon's Furniture Ltd. 

   

  Customer response

  19/08/2024

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

• Initial Complaint

  12/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought a TV, ******* ******, on July 29th, 2024. They made me open the box in store. The staff are ******** about what they are looking at, but the screen was fine, so I took the TV. Since then, the TV has been plagued with audio latency issues. Nothing I do seems to fix it. It seems a common issue with ******* TVs. Makes watching shows difficult with Audio being delayed. ******* customer service never responds to requests for help. ****** ***** ** ** *** **** ******** **** **** *** ****** *** ******* *** ***** *** ***. **** ********* ** ***** ******** ** ****** **** ****. **** *** ****** ******* ** **** ******* ***** ***** *** *** ******. The only helps Leon's has provided was to call *******. ******* ******** *******. I want to return the TV. I have the packaging and all accessories. I should be able to return it, ** **** *** ***** ******** ** *****

  Business response

  14/08/2024

  Good day, 

  Thank you for reaching out.   

  All delivered/picked up electronic sales are covered under manufacturer warranty and are considered final.

  Should you need assistance with support from the manufacturer, our store will contact them on your behalf.    Please reach out to the Sudbury location at ###-###-####.  

  Kind Regards, 

  Leon's Furniture Ltd.  

  Customer response

  14/08/2024

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

  It does not address the blatant consumer disregard by not offering support after purchase. 

   

  Sure, I can reach out to ******* - but that does not solve an issue where I should be able to return and refund a defective product, *** ******* *********** ********* *** ** * ********** ** ****** ***** ****** 

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a sofa from Leon's in Newmarket. Paid $4,179.18 in full. It was not financed. It was not a custom couch. It was delivered from their warehouse in Newmarket. At no time did anyone tell me that there was no returns or exchanges and it was not printed on my online receipt. It was delivered this 8/1 in the evening. I called on 8/1 evening and then again on 8/2 leaving messages for a return call. Nobody called me back. I went away 8/2 early morning and returned on 8/5. called again and was told that there are no returns or exchanges unless something is broken. I advised it does not fit in my space and I am unable to use the functions of the recliner and need to exchange for something that will fit my space. They advised there was a 50% restocking fee!!! There is nothing on my receipt at all that states that. The employee could not even show me where it was supposed to be on the receipt. How can I get assistance?

  Customer response

  07/08/2024

  Received a call from *** and she advised again that Leons has no returns and that it would be on my receipt
  I advised that I was looking at my receipt because I had gone into the location to look at couches but then came home and called in my order and paid online so my receipt that I also forwarded to the BBB does not show no returns/exchanges/sales final and also the 50% restocking fee
  She advised that when you come into the store, the receipt they give you it shows on that receipt and I should maybe come in and she would print me that receipt so that I could see.  I replied, you can’t give me a receipt that shows something different than what I received when I paid online.  You have to inform the consumer prior to the purchase not after the purchase.
  She said she would have a manager call me
  Manager called me and his name is *****.  He tried to repeat everything *** said to me to which I basically said that he was incorrect and that I have no information that says sales final and no returns
  He also said that the receipt from the store shows no returns but on my receipt, page 3 under comments, it shows LEON’S DOES NOT SELL ON AN APPROVAL BASIS….. he said that this means no returns or exchanges???? I disagreed with that as well
  He then said on the Leons website it has been like this for 100 years and it says no returns.  I told him the only time I was on the site was when they sent me a link to pay online.  I had already seen the product at the store and this is the first time I purchased from Leons.  To expect a consumer to know the return policy that has been in place for years according to him is not my responsibility.  I purchased something, nobody told me I could not exchange it and my receipt also doesn’t say that. 
  He then offered me 20% restocking fee which is $720.00 and has given me a few days to decide and that is their offer
   
  
  I still require some guidance as I was not told, there is no evidence that that statement was on my receipt, the item does not fit in my space and I want to exchange.  I am not looking for a refund.  I think it is unreasonable for them to charge me $720 which is the 20% when there clearly is a flaw with their online receipts.
  
   
  
  Please offer suggestions as I am very unsatisfied and that fee is unreasonable.

  Business response

  07/08/2024

  Thank you for reaching out to us.
  
  At Leon's, we have a firm sales policy. We do not operate on an approval basis, and all sales, once delivered or picked up, are considered final.
  
  Our policies have always remained consistent and are readily available when you ask in-store, visit our website, or review your receipt.
  On your receipt, you will see the following:
  "LEON'S DOES NOT SELL ON AN APPROVAL BASIS..."
  There is also a link to our Terms & Conditions that will lead you to all of our policies in full detail.
  
  Once the item is in your home, it falls under the manufacturer's warranty coverage.
  
  If you wish to take advantage of the offer to return the product with a restocking fee, please continue your correspondence with management at your local store. 
  
  Regards, 
  
  Leon's Furniture Ltd. 

  Customer response

  19/08/2024

  Thank you so much for your involvement.  Everything has been taken care of.  They have reduced their re-stocking fee to 20% and allowed an exchange with any difference in the new couch to be refunded to my credit card.
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On February 11, 2024, I went to Leon's to purchase a ** *** portable washer. (total $1297.24). They had none in stock but the saleswoman said that it could be ordered and would arrive in a few weeks. Her boss told her that it would arrive in 3 to 4 weeks (** ***** ** *** ****). She said it would be longer. I had to put down half the cost so that it could get ordered. I put $650 down using my *** **********. I told her that I was not in a big hurry because I had an old washer at home that I could use for now. On April 9, I ******* *** ******** and was there for over 3 months ********* **** ***. During that time, my ******** informed Leon's about this. She told them to call her when the washer came in and that she would be at my home for the delivery and to pay the balance. They agreed. Leon's was never heard from after that UNTIL they advertised that they had closed their store in Cornwall BUT that they would honor their contracts with the customers waiting for orders. **** * ***** ******* **** ******** ** *** ********* I also started emailing with Leon's and *** **********. *** would not help me because they said too much time had passed since Feb. 11 ** *** ******* **** **** ** *****! Even their head office says that their hands are tied. I am out $650 but Leon's is ahead. That makes very little sense to me! I have the emails if you need them. Is there a way you can help me?.........***** ******* July 29

  Business response

  02/08/2024

  Good afternoon.

  Thank you for reaching out to us, although we wish it were under different circumstances. 
  We will reach out to the business you purchased with to please connect with you for further assistance. 

  
  Thank you

  Customer response

  06/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I received a phone call about 2-3 weeks ago from a woman at Leon's head office and she told me the exact same thing, that she was going to call the store that took over Leon's in Cornwall (which happened the day after they closed).  She was suppose to get back to me but never did.  I certainly would like you to continue with my case. Also, if you would like me to send you the emails and conversations I had with them, I could do so. I have never dealt with such "*****" running a business!!   Sincerely, **** *******

  Business response

  08/08/2024

  Good afternoon.
  
  We have reached out to the business you purchased with to please connect with you as soon as possible. 
  
  Thank you

  Customer response

  09/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I received your email from Leon's head office saying that they have asked the business "to please connect with you as soon as possible. "
  Why would that 'business' connect with someone who made a purchase from Leon's ??? How many days do I wait for that "connection"?
  
  Sincerely,
  
  **** *******

  Business response

  14/08/2024

  Hello, your purchase was made through that independent store that no longer uses Leon's Banner. 
  They have been advised to connect with you to find a resolution.

   

  Customer response

  14/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I made the purchase in February at LEON'S and not with the business that is there now.  They have been playing games since then!  They have no intentions of giving me my money back.  The company that has my money ($650) is LEON'S!!!

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

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 14 May, 2024 I paid by **** $732.41 for: item ******** 3piece twin terra panel bed package; ******** twin panel headboard $229.89; ******* twin footboard with slats $153.77; 63324218 twin full side rails $115.34; and ******** L2 5 year complete$300-$99.99 $79.99 and was told it should only be about a month. I called June 7 and spoke to ******* at 15:52, my salesperson who said siderails were in transit from Edmonton and would call when they arrived. I called again July 8th leaving a message and called again the 9th but ******* had left for the day without calling. On the 10th I spoke with * and he said the siderails were damaged and had sent for a replacement which should be in in 12 days. I called on the 23rd and was told by ****** *** ****** *** ****, the siderails now wouldn't be in until the 27th of August. At 11:47 I called back and requested that my order be cancelled and to return my money to my credit card, and ***** said she'd have to get it okayed by the manager and she'd email once me the credit was paid. I haven't had my credit card credited yet.

  Business response

  06/08/2024

  Thank you for reaching out to us.

  This concern has been addressed at the store level. 

  Thank you 

• Initial Complaint

  29/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This has been weeks since I originally reached out to Leon's, and still I do not know the problem. I would like for someone to please explain what is going on with my order. This was purchased from Leon's at the end of May, and I was told the sofa would be coming from the Ottawa store. The furniture store in Cornwall since became an independent retailer *** *** ******* ** ***** ***** ******* ***********  *** **** ********  If this is supposed to be their responsibility, I kindly ask that someone from their company reach out and advise them of the situation. I am not getting any help from their store. I would also like to have an update on my order and understand what Leon's can do to help, regardless.

  Business response

  29/07/2024

  Good afternoon thank you for reaching out. 

   

  This file is under review for a resolution. Please expect a phone call in the coming days. 

   

   

• Initial Complaint

  29/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought 4 appliances from leons cornwall, ON at the end of April 2024. Paid in full. I called them 8 weeks later, on a Saturday asking about delivery. The sales person said "order is on the truck". The following Tuesday 3 days later I found out leons cornwall closed. No call. No notice. I started contacting customer service, they emailed me a new bill of sale dated June 14 saying all sales final. The original sale was in April. I want my money back and asked,now I'm getting the run around on delivery. ** ******** ***** ** ********* ******* ********** *** * ****** ****

  Business response

  02/08/2024

  Good afternoon. Thank you for reaching out to us.
  
  Your order was rerouted to our corporate location in Ottawa West due to the closing of the previous store. We have made special arrangements by arranging for a dedicated delivery team to handle deliveries in your area, which is outside of our standard delivery area.
  
  The delivery date is scheduled for August. If you have any questions about the delivery, please call Leon's Ottawa West at **********.
  
  Your salesorder number is - ***********
  
  Thank you for your patience and understanding.

• Initial Complaint

  25/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Furniture was ordered and paid for, we were told delivery in 6 weeks then they sold the company and now we are told the furniture is only 1/2 available and we won't be able to receive it. We do not want what they are offering as a substitute. We want a refund and they will not give is our money back.

  Business response

  29/07/2024

  Thank you for reaching out. This file is under review with the business in Cornwall

  Kind regards, 

• Initial Complaint

  30/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On May 4, 2024 I purchased a new washer and dryer from Leon's and paid with my debit card. I was told that my appliances would arrive with 6-8 weeks. I received a recorded phone call from Leon's saying the store had closed and also another location and someone would be in touch with me in regards to this situation. No one has been in touch with me in regards to this situation. On June 13th, I called the number provided and sent an email. The person I spoke with told me they do not provide refunds and offered an instore credit, which makes zero sense to me being that the business has closed....I sent another email on June 24 with no response again! I have called different locations and I can not seem to get an answer from anyone. * ** * ****** ** * *** * ********* ** ***** ** ******* ** * ******* *** ********** ***** * **** *** * ***** *** *** **** **** ** ********  It has been 7 weeks and 5 days and I have received no answer and no refund!!! I will never deal with Leon's again and I hope they deal with my situation soon!!! * ** ****** **** *** *********

  Business response

  24/07/2024

  
  We've received your correspondence and have reached out to the original business, which is no longer operating as Leon's, to review your request.
  
  Thank you

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: their response does not make any sense! "We've received your correspondence and have reached out to the original business, which is no longer operating as LEON"S to review my request".....what does this mean???? I know LEON'S is no longer operating this is why I filed a complaint!! I would like a refund!!! LEON'S owe me $1570.80!!!!!
  
  Sincerely,
  
  ******* ******

  Business response

  08/08/2024

  Although the location you made your purchase with is no longer operating as Leon's, they are open and operating as an independent company. 
  
  Any refund should be requested from that business. They have also been advised of this. 
  
  Thank you. 

  Customer response

  08/08/2024

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

  I would appreciate a contact number so I can call because every Leon's number I called refuses to give me a refund or passes me onto another number or hangs up!  My phone number is *** *** ****, please call me as soon as possible.
  
  Sincerely,
  
  ******* ******

  Business response

  08/08/2024

  The number to the store is  ###-###-####
  
  
  

  Customer response

  09/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I called that number and they redirected me to your number ###-###-#### again! I called again and left another detailed message with my order number ************

  I continue to get the run around and I would appreciate a response and a refund, this has been going on since May 4, 2024 (13 weeks and 6 days)

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

• Initial Complaint

  20/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  12/07/2024

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

  Best regards,

  Customer response

  02/08/2024

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

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

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

  Business response

  08/08/2024

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

  Customer response

  08/08/2024

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

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

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

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

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

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

  Business response

  14/08/2024

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

  Customer response

  18/08/2024

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

  Business response

  20/08/2024

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

*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. ↩