Complaints

This profile includes complaints for Leon's Furniture Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Leon's Furniture Limited has 67 locations, listed below.

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  Leon's Furniture Limited

  45 Gordon MacKay Rd PO Box 1100 Station B North York, ON M9N 3X3

• 

  Leon's Furniture Limited

  10081 McLaughlin Rd N Brampton, ON L7A 2X5

• 

  Leon's Furniture Limited

  286 Fairway Rd S Kitchener, ON N2C 1W9

• 

  Leon's Furniture Limited

  440 Taylor Rd. Niagara on the Lake, ON L0S 1J0

• 

  Leon's Furniture Limited

  20 McLevin Ave Scarborough, ON M1B 2V5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought 4 new appliances from Leon’s and paid the $400 extended warranty. Our dishwasher, which was 1 year old in November will not work. I cannot get help to have it fixed. The company, **** *** ***** does not respond: Leon’s says they will try to get them to fix it. I have read the reviews from customers and now know that I am not going to get help. We have sold our house and it is closing on Thursday. Unless someone can help us, we have to buy another dishwasher. ****** **** ** **** *** ** ***** ****** ** *** **** *** ***** ********

  Business Response

  Date: 26/12/2022

  Good day,

  Thank you for reaching out. 

  We've already been in contact with both the customer and the new home owner to discuss options under the extended warranty. 

  Thank you, 

  Leon's Furniture Ltd. 

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a queen mattress and boxspring on Nov 22, 2022 and was delivered to me on Nov 29th, 2022. I came back from a trip on Dec 01, 2022 (after store hours) to learn, I was not delivered a split box spring (which is what I wanted, knowing that a full box spring would not get up the stairs in my home). On Dec 2, 2022, I contacted the store at 10:20am and greeted by a not so pleasant associate (she didn't sound like she wanted to be at work) who transferred me over to their customer service for my exchange inquiry. I was on hold for 35 minutes! I called the store again, while I was still on hold on the other end and explained to the same associate, I was still on hold from the first time she transferred me over. She proceeded to question, why I was still on hold. I questioned the same thing? She transferred me over again and no one answered but it went to voicemail. I called Leon's 4 more times with no answer in customer service and I left a voicemail on the last attempt. I waited until approximately; 1:00pm, when I decided to go to to the store. When I went to the Leon's store @ 10, Suntract rd, Weston, ON M9N 3N9.. I went directly to customer service. No one greeted me and I stood there waiting for 4 minutes, while I watched two associates chatting at their respective desks. Then a third associate entered and greeted me. I explained my situation and he explained that I would be charged a re stocking fee (50% of the price of the box spring). I explained to him, I was never told about a restocking fee when, Jasmina M explained I had 200 days to exchange my mattress if I purchased their mattress cover (which I did). Not once did she ever explain anything about a restocking fee. Why would I be charged for something that was Leon's error for not delivering me a split boxspring, of which I originally ordered. Come to find out the sales associate, Jasmina M did not submit my order correctly for a split boxspring. Customer service told me to go to the mattress section and look to see what split boxspring I could get but instead of charging me 50% of the paid boxspring, they would charge me $40 + tax. (I shouldn't have been charged anything)! When I went to the mattress section, there was no one there and I stood there for 5 minutes, until I decided to go to their cashier section and an sales associate was standing at the front desk with her back turned and I said "excuse me, is there anyone that would be able to assist me in the mattress section?" The sales associate turned around and said "what?" What kind of customer service is that? *** ** ** * ******** ****** *** **** *** **** ***** ********* ** **** ****** *** ** ************** **** ** **********. I repeated my question and she asked someone on the other side of the desk, for someone to assist me. A gentleman came out from the back and he was able to provide me with the boxspring product number etc... When I went back to customer service, they advised me I would have to pay the difference for the split boxspring, which would have been close to $300. Again, why am I paying for the difference when this was NOT my error from the beginning. The customer service rep did nothing to help me and I chose to return both my mattress, boxspring and the mattress cover (all still in the clear packaging it was delivered in). I was also charged $150 for a restocking fee for the mattress. In total, I was charged $245.20 to return items for terrible customer service from the beginning to end and for an order error that was Leon's fault to begin with. **** ********** *** ********** **** ** ******** *** ******** ******* ** ****** ** *** ***** * **** *********** ** ***** *** * **** ** *** ** **** ** *******

  Business Response

  Date: 15/12/2022

  Good day and 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.  

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 5 appliance/5 year extended warranty at the time of our 6 appliance purchases. In June 2022 we began the dialogue with Leon's Coldbrook management and Customer Service. After much double-speak and many excuses, the Leon's owned warranty company advised that "Unfortunately, it would seem like we have exhausted all attempts to find a servicer and are unable to send a technician who can repair your appliances". They went on to offer 3 ludicrous options instead of repairing our 2 failing appliances ... I can supply much correspondence between myself and both Leon's and their entity King & State. When we continued to insist that all we wanted from Leon's was a repair tech, through our purchased 'peace-of-mind' warranty agreement, On Nov 7th 2022, we were told by the Customer Service manager at Leon's that we had now only 2 options 1) accept a refund of the warranty purchase price and fix the appliances on our own or 2) walk away with nothing. Leon's Coldbrook has admitted that they currently can not find a service tech to work with their warranty program in the Annapolis Valley, and they are STILL selling their extended warranties for appliances. We paid a lot of money for these appliances and 'assumed' we were covered when we bought a warranty in good faith. If Leon's will not honor the warranty, we would like replacement appliances (as numerous employees at the store informed us is how they usually handle these warranty claims that can not be fulfilled). How can they get away with this? They are playing the odds that purchasers will have no issues within the 5 year timeframe. When problems arise, they offer 3 options that no one in their right mind would accept, and if that doesn't work - they say take your money back or you get nothing. The same day as that call came, Leon's (not King & State warranty company) refunded our warranty purchase price to our ****. At this point - our hands were tied and we had no other option.

  Business Response

  Date: 21/12/2022

  Hello, and thank you for reaching out. 
  
  We have been in touch with the customer, and they know our position. We do consider this matter closed. 
  
  Kind regards

  Customer Answer

  Date: 21/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Leon's simply replied that they did nothing wrong,  they stated one very erroneous piece of info to support their claim,   misrepresented the date the warranty was purchased,  and declared the matter was closed.  They find no fault in selling an extended appliance warranty that they have no means nor intention to honor.

  Leon's has a very public and recorded history of not following through on warranty claims,  and then ******** the customer into the following options:

  accepting a prorated credit in order to purchase yet more (brand new) appliances from their store,  take the risk of contracting a service tech at their own expense with the possible outcome of their warranty company rejecting the claim for repair to be reimbursed,  or they tell the customer that the only other option is to accept a refund of the original warranty cost or walk away with nothing.

  This practice needs to be investigated,  and I plan to initiate further investigation into this practice.

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

• Initial Complaint

  Date:02/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch in 2017 from Leon’s this year the frame broke and was covered under the extended warranty , Leon’s decided it was a great idea to hold the right side that was in stock for 6 months and ordered a left side which took 6 months to come in and by the time we got it here in July it was defective the day that it was dropped off I contacted Leon’s immediately they said that Scott would come and look at it Scott has been to my house multiple times and he * *** ****** tried to say my other couch was wear and tear I got ******** the extended warranty company to get a second opinion and what you know it got deemed broken frame and broken springs Scott seen the new defective couch and said I can’t fix that not sure what Leon’s will do for you … the. He makes his report and suggested the couch not replaced but he can’t fix it the general manager said I’d have better luck contacting a lawyer ! Amanda the one manager in Brantford Leon’s has been giving me the run around and not helpful now they are saying they want to exchange but to give me credit for only what I paid 1200-1400 with tax and warranty the couch currently retails for 2299 plus taxes and 280 for Warranty plus taxes on top of it all It’s not my fault the couch was defective and broke now I got a mixed match replacement I paid on top Of it for extended warranty again I told them order a right side but they insist to send Scott again he took photos the last time a** *** ****** * **** ** ** ******** *** **** ** ** *** **********! Scott *** ************ ** **** ******** ***** **** **** **** *** he’s not welcome to touch my furniture and they are saying well Sorry he’s the only one but the level of disrespect we have received from that Scott D. from ********* **** is not acceptable! Also the one cushion cover has pulls which they ordered and is at their warehouse but they haven’t got it to me yet Please help me ** ***** ****** *** ******* *** ***** **** ** *** **** *** ** ********

  Business Response

  Date: 15/12/2022

  Good day 

  Thank you for reaching out. 

  We have been in contact with our Mr. ********* and did reach an amicable resolution.  

  Thank you, 

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 15/12/2022

  
  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.
  

  they offered to replace the defective side which should be delivered before Christmas I was told 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We buy a sofa set 4 year ago I have take also warranty for 5 years and I also pay money for warranty.but now our sofa ripped of Leather off also .And side arms rest fell off . Also loose all seats when I told to Leon’s they don’t listen these things. I still have warranty now . I am suffering with Leon’s last 6 month . But they don’t respond anymore. That’s why I complain bbb. Pls help this out .

  Business Response

  Date: 21/12/2022

  Good Afternoon, 

  We have reached out to customer via phone, unfortunately there was no answer.  We have responded to their concern via email for an understanding of the terms and conditions of their extended warranty. I have highlighted on the pamphlet 2 year warranty on peeling, which gives them till Jan 17, 2020. 

  Thank you, 

  Chiqui 

• Initial Complaint

  Date:01/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought King Bed and King Mattress from Leon's on Nov, 06, and Both Bed and Mattress were delivered on Nov 22, 2022. The Mattress size is less and it's not fitting properly on the Bed, leaving 2 & 1/2" on one side and 1-1/2" on other side, it looks ugly and its dangerous as we can hit to Bed on either side while going out of bed especially in the night when we are sleeping as edges are outside the Mattress. Order Number:*********** , **********, SALES PERSON, CARLA G. At the purchase time no one told that there is any difference between the sizes of Mattress and Bed, now they are telling its normal and its for for the sheets and comforter. A technician came after our complaint and following is the response received from the Customer Care: Number: ***********C Hello, I am emailing you regarding the technician that came out to your home. He has stated that the mattress is indeed equal on all sides. As we did state there will be a couple inches of space between the bedframe and mattress for the sheets and comforter. Unfortunately, because of this, we cannot take back the mattress as it is not a defect. The technician also mentioned that there is a stain on the top right corner. This stain will void your warranty until it is cleaned.

  Business Response

  Date: 11/01/2023

  Good Afternoon,

  When fitting for a mattress the manufactures response is the following. It is on all web sites.

  How much bigger should a bed frame be than the mattress?
  

  2 to 5 inches bigger
  Bed frame dimensions roughly correspond with the bed size they pair with: twin, twin XL, full, queen, king, and California king. If anything, the frames might be 2 to 5 inches bigger than the mattresses, though the exact size difference varies on the style and manufacturer.

  Also the Technician is correct, warranty is voided if any stains are reported. That is the manufactures warranty with any company/retailer/customer. I hope this will help you
  

  thank you

  Gabriella

• Initial Complaint

  Date:25/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  23 Sept 2022 @ I purchased a mattress, washing machine and dryer from Leons in Mississauga on Britannia Road. When we were at Leons the sales person JD and the manager Ahmed promised that they would follow-up to see if there were any price changes. JD personally in the presence of his manager made these promises and they both agreed. They also checked to see that the washing machine and dryers were in stock and agreed to deliver the machines within a week on a Saturday. We never received a call until Friday evening, we called JD in a very nostalgic tone advised the machines are not available they will deliver after a week. Which was not acceptable to us. After a battle we go the machines delivered on a Sunday. We then called at the end of Aug and Sept to see if there were any chances to the price - neither JD not the Customer Service took details never called us back. Now they indicate that it is the clients responsibility to check to see for price changes the 20% on the mattress and they cannot give us the NO TAX event on the appliances as the sale started on the 24th and it is the customer's responsibility. I'm looking for compensation as they made us fight to get the appliances delivered on time as they gave it to a client who paid them more and they never return calls. It is a matter of a day but they are refusing ignoring that their staff took the compensation for the sale but never delivered This is not good business practice *** ********** ** * ******** and not delivering to their promises. We look forward to a solution Thanks *******

  Business Response

  Date: 16/12/2022

  Good day, 

  Thank you for reaching out although we certainly regret the circumstances that led you to write. 

  Please accept our sincerest apology for any misunderstanding and any frustration caused inadvertently. 

  We can confirm any qualifying price adjustments have been applied accordingly. 

  Kind regards, 

  Leon's Furniture Ltd. 

   

• Initial Complaint

  Date:24/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 power recliner chairs from Leon's Furniture in April 2022 and both chairs have stopped working, I called Leon's and they told me I needed to have a technician come out to check, the tech came 4 days later and said it was a manufacturer's defect that the power cord failed. I called Leon's to tell them that since it is a manufacturer's defect, that I am not confident that this product won't fail again even with a new power cord. They told me ****** that Leon's does not return products or offer any compensation. I asked if the manufacturer stands by their products and was told on multiple occasions that they do. Now, since the technician came to my house on November 11, 2022 they said they were ordering the part. I have called them 5 times since and today just found out that the part shipped from the manufacturer yesterday, that is 13 days ... and I am still waiting on the part. I spoke to the Customer Service Manager at this Leon's store who was completely dismissive of my concern *** *** **** **** ** *** telling me that they won't replace my chair, no compensation and that parts take 8-12 weeks. So I have in my possession 2 products with manufacturer defects and I am expected to be happy with the decision and comfortable that this won't happen again, with a new cord. I love the chairs, they are quite comfortable but when you spend $3,846.32 on 2 chairs and even purchased the extended warranty on both, I can't believe that I have been dismissed like this and that I am stuck with products that I am not confident won't happen to me again. What I am most annoyed about is the consumer experience that I have dealt with, ** *** *** ** ** *****, because they have been so dismissive *** **** and not helpful at all. I believe that should stand by their products both Leon's and ******** (the manufacturer). Purchasing the $400 extended warranty ***** ** * **** **** *** ****** really doesn't give me peace of mind, after having this product for 7 months

  Business Response

  Date: 15/12/2022

  Good day,  

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

  We have been in contact with our customer and have addressed the concern amicably. 

  Thank you, 

  Leon's Furniture Ltd. 

• Initial Complaint

  Date:24/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a 7 piece dining set ( 1 table,6 chairs) on Oct 2021. The set was delivered a few months later, it was delivered with 1 table and 5 chairs, with 1 chair having a broken leg that was previously marked with tape. We are over a year from when i bought the set and still have not received my 2 chairs. Leon's has contacted me zero times for almost a year until i called and spoke with the manager, manager was very condescending (which i let him know). After he hung on me i sent email to Leon's asking for an answer when my chairs will arrive, the response was hopefully in November. November has come and almost past, still no correspondence.

  Business Response

  Date: 15/12/2022

  Good afternoon,

  Thank you for reaching out although we do regret these circumstances.  We are currently working with our customer to address the matter. 

  Kind regards, 

  Leon's Furniture Ltd.  

   

   

  Customer Answer

  Date: 15/12/2022

  
  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:23/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022, I made a purchase. the wrong product was sent to my house. ** *** * ****** ******* ** ******* ****** **** *** ** ****** ** ******* *** ***********. We have made multiple trips to Leons, spoken to managers and customer service, repeated our story to every new person at their store in hopes of a resolution. *** **** *** ***** ** *** ****** ** ***** ** *** **** *** ***** **** ** **** ** ****** ** ** *** ****** ** *** ******. this could have been easily resolved 3 months ago but all they are dong is giving us the run around. All i want is for them to refund my money and come get their bed. Every time i go to the store they give me a day and time and then nothing happens within that time frame. I have made trip after trip. stayed on the phone for long hours waiting for customer service to ping pong me around to different people but i have had enough. all leons has done is lie to me and made me a fool. please. all i want is my money back and nothing to do with this store anymore. This store is in Kitchner fairway road.

  Business Response

  Date: 21/12/2022

  Good day, 
  

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

  Several attempts have been made to arrange the pickup of this bed, multiple messages have been left for the customer.  Kindly provide an alternate number so we may reach the customer. 
  Or we ask that the customer reach out to our Kitchener Store at ###-###-#### when the bed is disassembled so they may proceed with this pick up.  Should we not hear back from the customer within the next ten days we will assume the customer has decided to keep this bed and we will consider the matter closed. 

  
  Kind Regards, 
  

  Leon's Furniture Ltd.  

  Customer Answer

  Date: 21/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: as I have specifically said many times over to Leon’s and to BBB. Leon has not left “multiple messages” all effort has been on my part for a resolution. Every time we go to the store there is a different person with different promises. 
  please ask them to provide a transaction record of the visits I have made to the store and their misrepresentation. 
  

  the last voice message was from last week where they said “ we will come tomorrow to pick up the bed” that tomorrow has not come yet. 
  

  I have said I will not pay for the bed to be disassembled. It is their mistake and they need to resolve it by picking up the bed themself and disassembling it.

  also I would like them to clearly provide BBB with the refund amount including for the bed that has not even been delivered yet

  i would like everything in writing. I will not accept verbal offers anymore ** *** * **** ******** ** **** **** **** ******

  I appreciate the mediation BBB is offering and hope that they hold Leon accountable for their actions against seniors who have limited income and resources. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 13/01/2023

  Hello,
  
  We have since finalized the return of the bedroom set under SO# *********** on our end and are prepared to refund $613.82 back to the original method of payment. In addition, we would also process a refund for $631.90 for the canceled order of a 3pc full bed set under SO# ************ .
  
  In total we would be refunding $1245.72 back onto the original method of payment which would be the **** ending in ****.
  
  For us to process the refund we would need you to either come in person to receive it or call and provide your card information over the phone. We do not take card information over email due to security concerns. If you prefer to provide the card information over email, we will process it as a one-time exception. 
  
  Thank you for your patience and understanding through this process.
  
  
  Thank you,
  
  Customer Care |
  
  Leon’s Furniture Kitchener