Complaints

• Initial Complaint

  15/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November ** 2023 my elderly mother purchased a sofa and chair from Leons furniture in Lethbridge *******. Within *** months, the fabric on the sofa appeared to have oil stains on the seat. She called a representative from Leons, who came out and agreed the staining was abnormal and replaced all the cushion covers. The replacement covers did the same thing. Another representative from the **** team came to her home and agreed the staining did not appear normal and had spread to the friction points between the cushion and the chair as well. He took photos. Then, after an extended period of several weeks, my mother went to Leons to speak with a customer service representative. Several weeks later, she followed up as she did not receive the promised callback. Several weeks after that, she followed up again, still waiting for the callbacks. After much perseverance she took in her cushion cover, which Leons stated would be sent to the manufacturer. Two months went by, with her having to check in periodically but never getting a response. On October ** 2024 she received a call from *******, who told her that her only option was to return the furniture and pay a **% restocking fee. The very next day I went to sort out the details of this with ******* and was told that this was actually a mistake, the furniture was in fact not defective, and there was nothing they could do about it. I then spoke to the sales manager *** who confirmed all of this and whos position is that its unfortunate but too bad. I challenged him on how a defective couch could all the sudden become not defective and he told me it was possible. My mother lives alone and has no pets. The staining on the furniture is not from anything but the deficiency of the fabric. When I told ******* and *** they needed to come out and look at this couch neither were willing. They both agreed, site unseen, that it was perfectly fine. I would like this furniture returned, as was promised in the resolution.

  

  Business response

  16/10/2024

  Hi ******,

  In summary:

  -We replaced the cushion covers at your mothers request on the sofa * weeks after initial delivery.

  -We then went out again to address concerns of the wear in the fabric at the end of January. We advised your mother that there was no defect in the fabric at that time and offered to return the sofa for the regular **% restocking fee. She declined this option.

  -We then went out July **** to inspect the same wear/tear on the cushions, we took pictures to send to the manufacturer and they requested to see the cushion cover. We arranged for one cushion cover to be replaced and to send the defective cover to them for inspection. Upon having two people inspect at the factory level and compare the returned cover to brand new, no defect was found.
  

  My staff do care and went through all the correct processes to try and help your mother with her sofa and chair. They also kept in mind that the product doesnt have a defect. I am glad we can come pick up the sofa and chair at the **% restocking fee as it clearly isnt the one for her.

  
  Regards,
  ****** ******

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a dishwasher from Leons on May 26, 2023. I installed it on the 27 and discovered it was leaking. I contacted the store and let them know. I then went to the local hardware store and bought all new parts for the installation. Upon installing the new parts, the leak was still there. Upon contacting *** at Leons. I was advised some manufacturers do not cover warranty unless I have a professional do it. I had a plumber come down who informed me it is not something that could be fixed and it would need to be warranted. I contacted Leons I can The next day and they had me reach out to GE. GE advise me if they would send a repair person within 48 hours. Four days later I contacted GE again and was informed that they do not have any repair people who will travel to my location. I again reached out to *** at Leons as he had previously stated he could correct the problem if GE was unable to. I was again told to deal with GE. Finally, someone at GE advised that they would issue Leons a return authorization, and I could get a refund. I had them communicate directly with *** at Leons and arrangements were made for me to deliver my dishwasher to Leons on June 3 of 2023. I returned my dishwasher. (Which involves a drive of approximately 120 km each way on the highway.) upon arriving at Leons. I was then told that they could not refund me as they had not received the return authorization. Advised I understood but I asked why they would be unable to simply exchange the dishwasher as they had written communication from GE stating they would receive a return authorization for my unit.I drove the 120 km to Leons as previously arranged to exchange by dishwasher. Upon arrival I was then informed that they would not exchange my dishwasher nor could I receive a refund as they did not have the return authorization. Currently, Leons has my dishwasher and the money I paid for my dishwasher. I am unable to get a refund or before the unit that I paid for from them

  

  Business response

  19/06/2023

  Customer did go through the proper procedure to get a service resolution from GE for this dishwasher, the time frame for this is normal as well.

  ************ was advised via email that GE would be issuing a ** and that the store would make the necessary arrangements for this. He did not wait for ** to actually get the ** and make any arrangements. ************ brought back the dishwasher to the store on June 3rd, yelled and screamed so much at *** that he was escorted from the store by 3 staff members.

   He was advised that we would issue a refund when we received an **.

  We received an ** confirmation from GE on June 5th. 

  We issued a refund cheque on June 6th.

  Refund cheque was sent via *********** on June 6th. 

  Regards,

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

  General Manager

   

  Customer response

  19/06/2023

   
  Complaint: 20139770
  
  I am rejecting this response because:
  This is completely false and misleading. Not only do I have evidence to support the fact that I contacted GE on this matter, I also have evidence to support that GE contacted *** directly as well. Not only that, but I was advised by *** in an email to drop off the dishwasher on the Saturday. Knowing I live out of town, ***, instead of calling on the Saturday when he realized he did not actually have the ** decided instead, he would email me right before I was set to arrive at the store. 
  So contrary to what Leons furniture is saying, I absolutely went through the channels and Im happy to attach every single email showing that I have done so. I can also attach the emails between myself and *** where he outline the steps that I needed to take for my restitution. I absolutely do not disagree that I raised my voice. However, the ******* ** *** ***** at Leons should not leave out the fact that *** said, and I quote youll get your money when we decide you will. After weeks and weeks of going through this, I am more than happy  to agree that I was a little upset. And the fact that you *** * *** ******** **** *** ***** seems very unlikely as I was smart enough to actually speak to people outside and get their version of events. 
  

  If you need further communication on this, I am happy to get an email address from you and I will email the entire email thread to you for your review.

  Not only that, but the ** number was received by Leons on June 5. It is now June 19 and I still do not have a refund.

  

  Business response

  22/06/2023

  We received an RA confirmation from GE on Monday June 5th.  

  We issued a refund cheque on June 6th.

  Refund cheque was sent via *********** on June 6th.

  We will reach out to you via email to see if you would like ** to put a stop payment on the refund cheque that was issued and mailed so we can re issue your refund.

  We don't control the length of time for *********** to reach you.

  
  Regards,
  
  *************************
  General Manager

  Customer response

  22/06/2023

   
  Complaint: 20139770
  
  I am rejecting this response because:
  I do not except a response as the communication I have attached from *** at Leons on June 16 advises me that the check was sent out on June *********************************************************************** order for mail to go one hour down the highway It takes three weeks. 
  I would be very surprised if the check has been written as I had someone from Lethbridge come out and do my gutters on the 15th. They mailed a receipt from their office in Lethbridge to me, which I received the next business day. I find it very odd that the only mail that seems to have a problem coming from Lethbridge is the check that I was sent. I would assume it was most likely sent out this week And I will check my mail. 
  Once again, I have attached the email from *** that completely contradicts the evidence they have given again. I would venture to guess that I will get an email from them today, correct and the date magically. I will keep you posted. Sure that email IOnce again, I have attached the email from *** that completely contradicts the evidence they have given again. I would venture to guess that I will get an email from them today correct and the date magically. I will keep you posted. Should that email appear.

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

*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. ↩