ComplaintsforLeon's Furniture Limited

• Initial Complaint

  26/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sofa was purchased June 25 2022 and it is It is sagging badly and it will sometimes make a loud noise like the wood is cracking when sat on. I have only had it for approx 19 months and I was told there is a limited lifetime warranty on the frame and a 5 year warranty on the springs. I removed the dust cover to see what the problem was and I have ******** pictures on the defects in the frame. It is coming apart where pieces were nailed together. My husband called the store and they refused to do anything and referred him to ****** for help. I have no idea why they would refer us to ****** as we did not purchase an extended warranty.

  Business response

  29/02/2024

  Hello,
  
  Management at Leon's Newmarket has contacted the manufacturer regarding your warranty. They have requested a breakdown of the warranty and advice on what steps to take next. 
  
  Here are the details of your warranty that began on July 7th, 2022:
  - Frame: Limited lifetime warranty
  - Seat springs: 5-year warranty
  The store will keep you updated on any developments.

  Customer response

  01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have sent several emails and they did not even **** *** ****** ******** ** respond to say the have contacted the manufacturer. I would like to keep this open until they forward a response from the manufacturer. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pop up couch on January 21, 2024 (Document #*********** - don't see a transaction number on the receipt). I had taken a picture of one on the floor in Oct 2023 but it was no longer there. The sales person (Sangeeta C) said it was discontinued but she found a couple in the warehouse. It was reduced in price from ($1599.00 to 1236.72 and with tax we paid a total of $1397.49); however, we were NOT told it was final sale. On January 27, 2024 it was delivered. It did not look like the same couch. The colour was MUCH darker and the indentations were different. I called the store and emailed them the picture I had taken in Oct 2023 and a picture of the couch that was delivered. The couch that was delivered did not look like the one I had seen in Oct 2023 although it was similar. It does not suit the room and I want to return it. They will not take it back and claim they "do not have a return policy". The manager was not helpful and clearly did not care about my complaint. I would like the couch returned. I would have happily looked for a different one at Leon's, but not so keen on that anymore. Thank you for your consideration. **** *** ****** *** ****** ** **** * **** ******** *** ***** ****** ** **** ***** **** *** **********

  Business response

  14/02/2024

  Good morning. 

  We have reached out to the General Manager of your local store for further review. 

  Please await a follow up. 

  Thank you.

  Customer response

  24/02/2024

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

  There has been no contact from the business.

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

  Business response

  29/02/2024

  Good day. We apologize for any delay in response, your concern is still under review. 

  A team member will call you within 24-48 hours. 

  Kind regards,

  Customer response

  15/03/2024

  Nobody called me.

  Business response

  18/03/2024

  Good morning, Pauline. 

  Your local store has opted to pick up the sofa for a refund. Please connect with them to set up a pickup date. 

   

• Initial Complaint

  18/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am not satisfied with the furniture I received from Leons, I noticed a faulty area through the leather and loose stitches within the couch, as I received it by the Leon's delivery crew. I request another brand-new ******** couch that is identical like the one I choose when I first purchased it through leons indicated on the bill of sale, as I patiently await its arrival from the manufacturer. I am very disappointed as a customer which I cannot stress this enough on the bad experience that I recieved ***** *** ********** **** *** *** **** *** **** **** *** I never got fully what I paid for. Please someone come and pick up this defective couch. I bought a brand-new couch indicated in the final Bill of sale in comparison I recieved a defective couch. Please come pick up this couch. If you fail to accommodate me on my request ,I ask for a full refund and please pick up the defective couch at your earliest convenience. Thank you for your co-operation and hopefully we will keep in touch. Regards, ******** ********

  Business response

  19/01/2024

  Hello ******** ********, 
  
  Thank you for contacting us. We want to assure you that the product you received was brand new, ordered directly from the manufacturer. Unfortunately, there was a flaw in the product. If you receive an item with any imperfections or defects, we suggest repair as an option. However, if the defect cannot be corrected, we will offer an exchange.
  
  We understand that the issue has been addressed by your local store, and a technician is being dispatched. They will await the technician's report on how to proceed and then reach out to you to discuss.
  
  Kind regards,

  Leon's Furniture Ltd. 

  Customer response

  19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: its  a defective sofa directly  from the manufacture , which the manufacture does not provide information to the consumer about the product in written form or online. All Manufactures globally provide product information to consumers after purchasing brand new from the manufacture.  **** **** ******** *** *********** ** ********* ** ******* ****** ****** ****** ***** **** ****** ******** ****** *** *********  Leon's failed to provide information before or after purchasing its product ** ********* ** ********* **** ***** ***** **** ****** * ******** ********* ** ************* *** ******* ***********  As I received a defective sofa it wasn't inspected **** *** ***** ****  **** ****** *********  This is why I ask for a full refund of a defective sofa  that is approximately $4000.00 **** * ***** **** ******** ** ******* ****** * ***** **** ** ******** ** * *********
  
  Sincerely,
  
  ******** ********

  Business response

  24/01/2024

  Hi there
  We want to assure you that you can always get information about the manufacturers of the products we carry.
  ******* is the manufacturer of the sectional you have purchased, and you can find more information about them by visiting ***************

  Any concerns you may have will be addressed in accordance with the terms and conditions of the factory warranty.
  
  We are currently waiting for the technician's findings. 
  
  Best regards, 
  Leon's Furniture Ltd. 

  Customer response

  30/01/2024

  Complaint: ********
  
  I am rejecting this response because: it wasn't towards my expectation.  However, we did come to a form of an agreement but it wasnt towards what I was asking for a full refund. I spoke to ***** (General Manager)  at Leon's, and this aggrement was accpetable in such terms for both parties.  I honeslty can say the staff including the general manager are following company guidelines towards Leons policy. ************ * ** **** ***** **** *** ***** ** ****** ******* * ******* ****** **** ****** ******** *** ************** ********** ** * ********* * ******** ******* **** *** **** *** **** *****
  
  Sincerely,
    
  ******** ********

  Business response

  09/02/2024

  The customer was contacted, and the matter resolved amicably. 

  Customer response

  16/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  there was a settlement with a different brand-new power reclining sofa in comparison to the original brand-new power reclining sofa that I was supposed expect it ever since I first purchased it. Regrettably, the power reclining sofa that Leons Corporation delivered on January 16, 2024, wasn’t brand-new from the manufacturer as stated on the final bill of sale, and it was also defective as well.  However, I am very disappointed not only with the sofa, but many damages have occurred within my property whereas Leons Corporation delivery crew is left responsible. When the Leon’s crew (Scarbrough location) delivered the sofa on January 16, 2024, I seen the delivery crew delivering the defective sofa from the main floor to the basement step entrance.  At the main floor entrance to the basement step entrance, I seen the crew ***** *************** I said to them “refrain from continuing what you are doing,” they provided me a paper to read, and it requires a signature, I was continuing reading while the Leons crew continued onwards with the delivery going against my verbal consent.  The letter I was reading which I did not read fully, said that “the crew is going attempt to pull a maneuver,” I signed it quickly, and did not date it at all because I was really concern with the delivery crew going against my verbal consent. Every time, I was in the area that the delivery crew was delivering/setting the sofa, they sent me elsewhere, so I do not see visually what they are doing. After the delivery was completed, they failed to provide a copy of what I signed undated, and the Leons crew (Scarbrough) had asked me again to provide another to signature electronically for completing the delivery purposes, I scribbled “no,” because they went against my verbal consent. I mentioned this in person towards management at Leons (Weston Location) on January 17,2024.  On February 2nd, 2024, the Weston location has come to pick-up the defective sofa; Nevertheless, the delivery manager - ****** (Scarbrough location) failed to do so.  The Weston delivery crew tried to pick-up the defective sofa but was unsuccessful for a pick-up delivery. Additionally, I wasn’t home on February 7, 2024, whereas another batch of crew from Weston location came and picked- up the defective sofa and replace it with another brand-new power reclining sofa which came with product information attached to the sofa as I requested. This Leons crew what I heard was fantastic, and professionals. However, many damages occurred along the way between January 16, 2024 – February 2nd, 2024, that has upset me quite dearly, I really hold Leons Corporation responsible in this matter which they have contribute to causing property damages to the home.  The property was renovated fully within a year by many different contractors/trades-workers that specialize in certain area of construction, and the home is furnished with many things that remain more expensive than the other, which, Leon’s Corporation has caused damages whereas some can be repaired where others are unrepairable. These are some of many property damages that include punctured walls, wood door trimmings for basement step entrance are destroyed, plaster in ceiling is partially removed, marble tile are chipped severely/scratched, colour of baseboards on basement step partially missing, and etc.. The Leons repair team did come out on February 13, 2024, to fix certain things.   In the best of their abilities, they patched the walls, they added wood filler to the wood trimmings of the basement step door entrance. They won’t be able to replaster the celling, they won’t be able to replace the marble tile, and fix others that remain unrepairable.   I honestly could say the repair team did a good job with patching up with the walls; however, I disagree with the wood filler added on the trimmings of the basement step door entrance.  The reason I disagree is because the wood filler is a temporary solution not a permanent fix for large damaged areas. The Leons repair team needs to come back next visit for painting, I verbally mentioned to them that there are two types of paint brands involved that the painting contractor originally painted with ******* ***** (main to basement step), and *** (basement).  I just hope the brand of paint they intend to use is identical to the one it was originally put by the painting contractor, ***** *** ******** ***** ***** ***** ** ******** ****** *** *** **** **********  ********** **** ******* **** * ********* *** ***** *** * ********* **** ** * ***** *** **** ** **** **** * *********  * ******** ******* ***** *** *** ** **** *** **** unfortunately, I received a misrepresented product from Leon’s Corporation, and damages to the home. In closing, I am upset and unsatisfied with Leon’s Corporation *** ******* ***** **** **** ** ******* ** ** *** ******* *** **** ** ********* ** ***** *** **** ** ******** ********

   

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

  Business response

  04/03/2024

  Hello, we understand that those concerns were addressed.

  Should you still have any outstanding concerns, and for a quick response, please get in touch with the store directly.

   

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: my property is not repaired fully from Leons Corporation, and the Leons repair team did not repair or repaint the wall that was damage by Leons delivery crew ******* *** *************  As for other damaged areas of the property it needs to be repaired or replaced ***** * *** *** ** ******** ***** ****** ** **** *** ****** ** ******* ** *** ******** ****** ** ******* ** ****** ******* ****** ********* ******* I will be gathering the original contractors whom originally renovated the home to repair or replace the damage property caused by Leons deleivery crew representing Leons Corporation.  
  
  Sincerely,
  
  ******** ********

  Business response

  20/03/2024

  Hello, our understanding is that the concerns have been addressed. 

  If you have outstanding concerns, please connect with the General Manager of the store. 

  Thank you 

  Customer response

  26/03/2024

  
  Complaint: ****
  

  I am rejecting this response because: my property is not repaired fully from Leons Corporation, and the Leons repair team did not repair or repaint the wall that was damage by Leons delivery crew.  As for other damaged areas of the property it needs to be repaired or replaced ***** * *** *** ** ******** ***** ****** ** **** *** ****** ** ******* ** *** ******** ****** ** ******* ** ****** ******* ****** ******** ******* I will be gathering the original contractors whom originally renovated the home to repair or replace the damage property caused by Leons delivery crew representing Leons Corporation. Therefore, I am still waiting for a response from many contractors as they are quite busy with other clientele at this moment. 
  
  Sincerely,
  
  ******** ********

   

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

  Business response

  08/04/2024

  
  If you have outstanding concerns, please connect with the General Manager of the store. 
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a loveseat and sofa from Leons Regina store, on August 09, 2023, and paid the sum of $7094.34 and the reference number for the order is ***********. I was informed by the sales representative that it was a noncancellable item but that the delivery should be expected by December as special order items take between 12 to 16 weeks to get delivered. I did not mind the wait as I felt they would keep to the delivery time. I made payment with my **** card. By September, I went into the store to get an update on the item and was told they did not have any information on the order. I was upset with that and told them I wanted to cancel since they had not even started production. I was then told that I could not cancel because it was a special order but that I would be called with an update. I was never called and then by November 06, 2023 I went to the Leons website and used the chat function to get an update I was informed by the agent that the store was waiting for the order to arrive and approximate availability is early to mid december to arrive. I went into the store on the same day and met with the sales representative who confirmed the same information. By the first week in December, I had another chat with an online representative who informed me that the order would now arrive in January. I was not happy with the information but I decided to wait it out till January. I went into the store on December 29, 2023 to ensure that the information given to me online was accurate. To my utmost disappointment, I was informed the order was to be delivered by March. I was very upset and demanded that my item be delivered by January or a refund should be issued. The store representative said they would issue a refund less 25% which I disagreed with, because if they could offer a refund why was I told it was a special order and could not be cancelled when I initially complained in September? I request a full refund as the store has not kept to their end of the bargain

  Business response

  16/01/2024

  
  Hello ******.
  Thank you for reaching out and taking the time to share your feedback. Regrettably, there have been significant setbacks affecting delivery dates. The most recent delays are due to congestion at our Canadian ports and warehouses.
  
  However, we are happy to inform you that the power recliner shipment arrived this past week at our distribution center in Scarborough, Ontario. The pieces will be transferred to your local delivery warehouse. As long as there aren't any setbacks, your order should be out for delivery within 2-3 weeks. The team at Leon's Regina will call you to select a delivery date.   
  
  We appreciate your patience and kindness during these delays.
  
  Thank you, 
  Leon's Furniture Ltd. 

  Customer response

  26/02/2024

  Hello, I put in a complaint regarding Leon's furniture LTD and my complain number is ********. i received an update regarding my complaint, and the response from Leon's furniture stated "Hello ******. Thank you for reaching out and taking the time to share your feedback. Regrettably, there have been significant setbacks affecting delivery dates. The most recent delays are due to congestion at our Canadian ports and warehouses. However, we are happy to inform you that the power recliner shipment arrived this past week at our distribution center in Scarborough, Ontario. The pieces will be transferred to your local delivery warehouse. As long as there aren't any setbacks, your order should be out for delivery within 2-3 weeks. The team at Leon's Regina will call you to select a delivery date. We appreciate your patience and kindness during these delays. Thank you, Leon's Furniture Ltd. After receiving this email, I hoped that within 2-3 weeks my order would be delivered. i have not received it till date. I made an enquiry through their chat function and was told the furniture was on it's way to the Edmonton warehouse, this was at the end of January. By Early February, I contacted the agent online and was informed the order was in Edmonton. To my utmost dissapointment, i was informed by the representative at the store in Regina, that the item only arrived Edmonton today (February 23, 2024) and it would take another 4 weeks to arrive. I have been treated unfairly and want to continue with my complaint. I am also giving the company a chance to either get my order delivered by the first week of March and nothing later or issue a full refund of my money. Thank you in anticipation of your prompt assistance. Sincerely, ****** ******.

  Business response

  27/02/2024

  Good morning. 
  
  This concern is being addressed at the store level with management. 

  Regards.

  Customer response

  28/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The response only states it is 'being addressed at store level with management". i need a definite answer with regards to my order being delivered by first week in March. I have had enough indefinite answers from the company's agents; online chat agents and store manager and representatives alike.
  
  Sincerely,
  
  ****** ******

  Business response

  06/03/2024

  Good day, as per your conversation with the store stock is arriving early March. 

  There is no different information that you would receive in communicating via the BBB. We can only relay the same details. 

• Initial Complaint

  22/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa from Leon's on Dec. 4th after liking the sofa at a store. The sofa was delivered to me on Dec. 14th however, the cushions on the sofa are not firm - they are very very soft. I have contacted Leon's on several occasions to have the Sofa replaced to no avail. Leon's customer service is extremely poor. Please help me with obtaining a replacement sofa from Leon's. thank you, ******

  Business response

  08/01/2024

  
  Hello, thank you for contacting us. 
  
  Unfortunately, we do not offer exchanges as all sales are final. However, a factory warranty is available if you believe the product is defective.

  Would you like to schedule a technician to come and inspect the sofa? If they deem that it is defective, they can order parts or exchange the sofa for you. 

  Thank you.

  Customer response

  10/01/2024

  
  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,
  ****** ******

  Business response

  15/01/2024

  A team member will be in touch to assist you with an appointment. 

  Their email address is **************@*****.ca should you have any questions or concerns. 

  Thank you.

  Customer response

  26/01/2024

  I have not heard back from  Leon’s Furniture regarding the specialist to come in to inspect the sofa as per of the deal since they did not want to give me a refund.

  Business response

  01/02/2024

  Good day, 

  The local team has tried to contact you by phone and e-mail numerous times unable to get through. 

  Please send an e-mail to ************@*****.ca. Provide the best number and time frame you can be reached.
  
  After we receive this information we will have the local team follow up with you to provide an update. 

• Initial Complaint

  20/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a couch on 10.01.2023 from the ******* ** store. Prior to purchasing we inquired that the couch would be here for the holiday season, Leon's responded with yes.We called the store on different occasions to ensure that the couch would arrive on time, they responded yes. It is the week we need it and it is not here. They are telling us there is nothing we can do. Options they gave us: 1- Wait until the end of the month 2- drive to ******** and get it ourselves 3- re-select something ( that wont be delivered in time either).The sales manager told me there is nothing more that can be done and those are my only options. If my husband decides to go get the couch on his own they will return 200 dollars. This does not cover the cost of fuel or the trailer rental ($150), fuel, time 600 kms. The couch is now on sale for 20 percent off and Leon's is refusing to price match, yet they said they would until we received our merchandise. I have requested a call back from the head office and the general store manager with no response or resolution.

  Business response

  22/12/2023

  Thank you for your time to discuss your concerns and dissatisfaction with your purchase. We understand that there were high hopes for inventory to reach our store and your home before Christmas, and that there were unforeseeable delays that prevented us from delivering items in that timeframe. As discussed over the phone conversation, we care about our customers and their needs, and we always want to deliver items as soon as they are available. We understand that you are unhappy with this experience, but I want to assure you again, we really appreciate your business and your time, and we always hope for a reasonable solution. We are thankful that items were picked up in our Distribution Centre. As promised, we already issued a refund of $250 for inconvenience accrued by picking up. We also have already refunded monies discussed regarding an in-store price match, as per our Price Match Policy.  As much as it is our intention to try and satisfy all customers’ reasonable expectations, we realize we do have our limitations, and unfortunately, some demands simply cannot be met. 

• Initial Complaint

  15/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May, I purchased a number of items from Leon's. The bill initially a little under 6000.00. We were informed items would be available within several weeks as we were hard pressed for time. We were ensured the items would be available as we were going to go wit another company that had furniture within the warehouse. We were also told that we would be called whenever an item was available for delivery. Since the order was placed. NOT ONCE have we been called in regards to our furniture. I have called over 10 times to inquire about our purchases. After my inquiry, items are delivered. 2 of the items were damaged. It took several weeks for someone to come down and inspect the furniture. Only to be notified that someone would follow up with me in regards to damaged parts. Again, NO ONE contacted me. The said items also went onsale. Their policy states that they have a price match guarantee, which they refused to honour until my husband and I went down and complained personally. They item that was damaged eventually came in, and we called about the too ** ** *** * **** ** * **** *** *** ** ********* That too cam damaged. This purchase was in May. Since then I have called multiple times about the part and have not received a return call. Yesterday, December 11th, I finally received a phone call letting me know the part was in. When I discussed the headache this experience has been and that I believe there should be some compensation for the lack of customer service and a clear issue with the goods and service provided they offered me a 50$ in store credit. * ** *** **** ** **** * ****** ******** ** ****** ***** **** ******** *********** ** *** **** ********* *** ************ *** *** * ****** **** *** **** ** *** ****** **** *** **** ******* ***** *** **** *** **** ** *** ** *** ******** ** ****** ** ***** A simple transaction has been dragged on for 7 months and I believe I am owed some form of compensation.

  Business response

  15/12/2023

  Thank you for contacting us, although we wish it were under different circumstances. We are sorry to learn of your frustrating buying experience.
  If management at your local store decides to offer anything, it is done solely as a gesture of goodwill. That said, the General Manager has been made aware of your requests and will follow up.
  Please allow time for review.
  
  Thank you, Leon's Furniture Ltd.

  Customer response

  19/12/2023

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

  ***** * ********** **** ********* ********** ******* ************ * **** ****** ** *** **** ** ******** ******* *** **** ********* I must also state for the record that at no point has there ever been a proper follow up. Nothing has been in a timely fashion. I was told that I would receive 100$ back at the time of purchase once all items were delivered. That was several months ago and now Leon's is stating that they can not find where that statement was written on my contract at time of purchase. Items are damaged and still to be fixed bc a part has just arrived. Quality of goods delivered is below par. The  reimbursement I am being offered is not satisfactory. Management at the ****** location has refused to take my calls. * ** ** ************ ** *** **** ** ******** *** ******* ** ************** *** *************** *** *** **** ** *************** ** *** ******* ** ***** ****** What the business is offering me is simply 100$ back. The other 100$ had been guaranteed to me in May at the time of purchase (which i jad to fight for even now!!). *** *** **** **************** * ******* **** **** ***** ** ** ********** ** **** ***** ** *** ******* ** ***** ********** ********** *** ****** ****** ***** ** ******** ** **** ** *** *** **** **** ** ********* ********** *** ** ********* *** **** **** ** **** *** ******** ************ **** ******* ***** ****** ****** ** * ****** 
  
  Sincerely,
  
  *** ***

  Business response

  21/12/2023

  Hello ***. 
  
  As much as we wish to fulfill our reasonable customers' requests, there are limitations. Compensation for concerns or delays beyond our control will not be considered. Anything offered at the store level is done as a gesture of goodwill. We'd suggest you continue your correspondence with the team there. 
  
  Thank you, and best wishes, 
  
  Leon's Furniture Ltd. 

  Customer response

  21/12/2023

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

  To be clear. I am not being offered a reasonable amount for the amount of grievances procured. The initial 100.00 that is finally being acknowledged was guaranteed to me at the time of purchase in May once all items had been delivered, and that part of the initial contract has not yet been filled. The Leon's ****** store is only offering me 100.00 as the other 100 was apart of my initial contract. 

  To be clear, my grievance is not solely about the waiting times. My grievance lies in the promise that someone would contact me when items arrived. That never happened. It was I that called each time. My grievance is with the run around I was given when it came to your price adjustment policy. My grievance is the guarantee on items being in stock and delivered within a certain time period and yet being weeks late. My grievance is with damaged part and a delay in a technician coming to see me. My grievance is with the lack of follow-through and follow-up on the part of Leons and their management. My grievance is the 7 months it has taken to have my order completed. My grievance is that I had to argue to have the initial contract fulfilled in which I was promised 100$ reimbursement upon successful delivery of all items  and have yet to see that fulfilled. My My grievance is with the overall **** ** customer service I was provided. ** *** **** **** ***** **** ***** ***** ** ** ** ******* ********* ***** ** ****************

  
  Sincerely,
  
  *** ***

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased on June 13/23 a couch and a recliner for a total of $4065.74.The recliner did not sit properly from the start.They have sent a technician 3 times and replaced the the whole mechanism that operates the chair.It still does not sit properly.The seat leans to the right when you’re sitting in it.It is December 1st and still sitting on a slanted chair!

  Business response

  15/12/2023

  Hello,
  
  Thank you for getting in touch with us. We would like to inform you that your furniture is covered under the terms and conditions of the factory warranty. Please note that your local store can only initiate an exchange or repair as per the directions provided by the manufacturer, **** ****** ****
  
  While we understand your situation, we are obligated to follow the manufacturer's instructions regarding their products. Your concerns message will be shared with the management team at Leon's ******* as well. 
  Thank you for your understanding.

  Leon's Furniture Ltd. 
  

  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 4 piece sectional couch from Leon’s in Whitby in November 2022. We were told it would be available in January. We had called the store 16 times to finally be called back in March to be told it will be 1 more month. We had paid for a protective spray to be put on the couch which we were told protects the fabric from stain and liquid absorption. We explained that we do not use chemicals in our home and asked before we paid for the couch to be sprayed if it could be sprayed in the store before it was shipped and we were told no problem. When they called to at the couch was in the store we reminded them that we had asked for the couch to be sprayed. We were told it was sprayed. When the couch arrived it was all packaged and in the cardboard so we didn’t think it was sprayed. We called to ask and we’re told it was. Last month our son spilled a small cup on water and it stained the couch. We had to call the store 6 times and finally a technician came. He said to my husband, you can tell this was not sprayed. I called the manager and she did not call back. I called again today, she said she cannot help and will ask her manager to call. The manager told my husband 1 piece was not sprayed and this must be the piece where the spill occurred. ** ********* ** *** **** **** ** *** ******** **** ******** We requested to have our couch relaxed and we’re told no. * ********* * *** ***** ** ******* *** ****** ******** ****** *** *** **** ***** **** ***** ** **** **** *** **** **** *** *** *** ***** ** **** *** *** *** ******* ******* **** **** **** ** ** *** ** **** ****** ** ** *** ***** *** ******* *** *** requesting your help to have a full refund for the couch. We are happy to have them pick it up. Thank you kindly for any guidance and for your support to hopefully help us get this resolved. ****** *******

  Business response

  14/12/2023

  Thank you for reaching out to us, although we wish it were under different circumstances. 

  
  Once an item is delivered, it falls under the terms and conditions of the factory warranty to help with any defective findings. The purchaser added an additional warranty offered through ********** which covers others concerns such a staining. Your furniture is covered by ******* warranty from the delivery date, regardless of whether it was sprayed. 

  
  We understand that this has since been clarified at the store level and that a ********** technician is to be dispatched. 
  
  As a retailer, we require direction under contract from both the manufacturer and ********** to process an exchange. Our Leon's Whitby team will await further direction. 
  
  Best regards, 

  Leon's Furniture Ltd.

  Customer response

  04/01/2024

  the Manager of Leon’s contacted my husband and indicated the next step was to send a technician to our home to clean the water stain and that he would follow up with us after this.
  
  A technician showed up and scrubbed the stain so hard that he actually damaged the couch. The integrity of the fabric used to be soft and cozy, this was one of the primary reasons we purchased this specific couch.
  After the technician scrubbed it, the fabric is now very rough in texture and is actually damaged.
  
  Further to this, we have not been contacted by the Manager to date and the store has still not resolved:
  
  1.) The fact that the couch was never sprayed to begin with, which was confirmed by the first technician that visited our home and the assistant Manager who shared with us that the chaise part of the couch did not get sprayed.
  
  2.) There is a rip in the couch, this is supposed to be covered by our one year warranty.
  
  3.) The chaise of the couch is now damaged by the “cleaning” that was done.
  
  We are seeking full reimbursement for this couch or a full replacement for the couch.
  

  
  

  Business response

  15/01/2024

  Hello
  
  If the technician sent out by ********** caused any damage to the sofa, you need to report to **********. They will require photos and description of your concerns to be submitted at ******************. 
  

  If you'd like to also submit a claim under factory warranty, please send an email with photos to **************@*****.ca and they can assist you to initiate service. 

  Both concerns must be addressed separately by each warranty. We do not offer warranty as we are simply the retailer. We will await direction from the warranty companies on how to proceed.  

  Best regards.

  Customer response

  26/01/2024

   I received the reply from Leon’s, which addressed that we will need to follow up with ****** re: the damage caused while having the stain removed.
  
  Please note, this reply fails to address the following:
  
  1.) The couch was never sprayed to begin with which we were told was and paid for. We would not be in this predicament if it had been sprayed.
  
  2.) The frame of the couch which is still covered under the Leon’s warranty has an issue in that it is making alot of noise on the chaise side and the other side is ripped and 4/7 pillows are ripping.
  
  As mentioned in all of our previous correspondence thus far, we are seeking:
  
  - compensation for the spray at the absolute very least.
  - having the couch rip and frame problem solved either through reimbursement or replacement of the couch
  - having a formal apology for all of this time and inconvenience.
  
  **** ****** ********** **** ****** *** **** ** ********** *********** *** ******* ********
  

  
  

• Initial Complaint

  27/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new ******* washer & dryer from Leon's. They were delivered and installed within 2 weeks. Washer works great but went to use dryer and it makes a loud noise. Contacted Customer Service at Leon's on Oct. 16th and was told ******* would contact me - usually takes a few days. Back and forth with Leon's and still no contact from *******. Told them I wanted a replacement or will bring it back and was told ******* has told approve it. Therefore, no dryer for over 5 weeks when I purchased a brand new model # #********. Leon's customer service rep is ******** - email is **************@leons.ca. She continues to say she is contacting *******, however, still no call or resolution on this dryer. How can Leon's sell products and not ensure they are good working quality and assist when not functioning? Loss for words!!!!

  Business response

  15/12/2023

  Hello,
  
  Thank you for getting in touch with us. We want to inform you that your items are subject to the terms and conditions of the factory warranty. As the retailer, Leon's can only initiate an exchange or repair according to the directions provided by the manufacturer. In this case, *******. 
  
  While we understand your situation, we must follow the manufacturer's instructions regarding their products. Customers are usually expected to contact the manufacturer for service during the first year, but it appears the service team has taken action to reach out on your behalf. We will ask that they follow up with you. 
  
  Thank you,
  
  Leon's Furniture Ltd. 

*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. ↩