Leon's Furniture
Reviews and Complaints

May 1, 2013

We purchased what was not a cheap (over $2, 000) dining set off Leon’s. The Table leaves were contained in the base of the table and opened with a mechanism. The dining set looked fabulous in the showroom.

We’d been a customer of theirs for years. In fact, we just had appliances delivered through Leon’s the week before all was good. Then Leon’s delivered the dining set, several boxes some in rough shape.

There were a total of about 6 boxes which included the base and six chairs. The table top box had big gouges in it, like someone had torn the box open to see what was inside.

Leon’s called several times, panicked, leaving us a voice mug to say they had delivered the wrong table top to our house and wanted to swing by and deliver the right one.

The Leon’s truck showed up. The Leon’s delivery people carried the table top in (it was not boxed) and one leaf. My first concern was why was the leaf disconnected from the table. There was a big gouge in the table top like some one had taken a screw driver to it trying to open the box. I told the driver I would not accept brand new furniture damaged to that extent and asked them to take it away and deliver a new one. The driver asked me if I had any idea how many hands the boxes had gone through before they got to us. Leons logistical problems are not supposed to be my concern. This kind of damage was common and could be repaired. My thought was – brand new furniture and it’s having major repairs on it already! The driver said that he would contact the service department and someone would call us. By mid morning the next day we had still not received a call from Leons. My husband drove to Leons instead to get the new table top.

My husband brought the table top home. He started to open boxes one at a time for assembly. He opened the box that held the base of the table. The base was all scratched up and one of the four large bolts that hold everything together was bend so badly, the table base could not be assembled. My husband phone Leons to see if they had a replacement base. They did not. Then Leons called back later to say that yes they had another base. As another box containing chairs was opened, a big gouge in a leather seat was found, large deep scratches on the legs. The situation was beyond ridiculous, so my husband packed up all the boxes and phoned Leons and said he was bringing the dining set back. We wanted our money back. The Leon’s serviced dept staff said that was fine - it was our choice - a second trip to Leons.

When my husband brought the boxes back to Leon’s he was told there was NO returns, ONLY repairs by some snot nosed, pimple faced supervisor who could care less. After screaming and yelling for 20 minutes in the service department line up they gave my husband our money back.

We stopped at a Mom and Pop solid wood furniture store on the way home. We purchased a beautiful, sturdy dining set for only $200 more than the GARBAGE Leons was offering for that price. They’re delivering it Saturday with set up and installing felt on the legs. They said if there is a problem we’re to contact them right away and they’ll take care of it! We were treated like a VALUED customer.
Was it worth it to Leons to lose thousands of dollars of current and future business? Apparently so!

Clearly Leons charges ridiculous prices for garbage product. Scratch and Dent for full price. And they have the GULL to inform you they have a no return policy on brand new furniture still in the box. There is no customer service - just a repair department. Good Luck getting any repairs done! It will likely take weeks or months to get them out, if never.

Do an internet search on where to complain to Leons directly about stuff like this. You’ll find there is no place because Leons is not interested in hearing your complaints!

Marketplace did a piece in 2005 on someone who had a complaint about a mattress. That person wrote Leons a “nice” letter and got no response from Leons until CBC stepped in. Why bother with nice if it gets you no where? And this just shows that Leons was pathetic even back in 2005!

Leon’s slogan is : "Leon's - It's All About trust". You’ve got to be kidding!

NEW slogan for Leons, One STOP SHOP Snare & Repair = Customer Despair

No return & No Concern = Customer Burn

As for Leons, they can go to Hell!

Purchased a couch, loveseat and ottoman. Paid over 3000. Was told it was all leather. Seven years later the couch is all worn out. The "leather" is flaking off revealing an ugly black material. When I called to complain I was told they won't do anything to help. Too bad, so sad, tough luck. What a waste of money. Will not deal with them again.

I purchased a sofa, loveseat and recliner in December of 2012, and at the time of purchase was told that if
the set went on sale within 60 days my purchase price would be adjusted accordingly. Well it did go on sale within the
required 60 day time limit, and was displayed on the front of their February flyer. The flyer advertisement stated that if all
three pieces of furniture were purchased, the sofa would be purchased for $799. I went back to the store in Labrador
City, and talked to the salesperson who immediately said that she would have my price adjusted. Upon talking with
a counter representative, I was told that it could not be done because (1) when the purchase was made, the store had not
collected any administrative fees! When I successfully argued that point they said (2) it was because I had, at the same time,
purchased a flat screen TV at a promotional price. That explanation didn't hold water, so the store manager got involved and said
LEON'S terms and conditions of sale were different in the February flyer than they were when I made the purchase in
December. For that reason he could not make the adjustment. WHAT HOGWASH! My purchase, made in December, was not
from any sale flyer. It was at regular price. This MANAGER is very very rude and appears to know next to nothing about what customer service is. A quote from LEON'S Platinum Promise, " If for any reason you're dissatisfied, we promise to do whatever we can to make you happy." So much for that promise in keeping a customer happy! Bottom line is I have made my last
purchase at the Labrador City LEON'S store. This is in my opinion false advertising and highway robbery.

I purchased a Serta mattress from Leon’s Furniture at Dorval, Quebec that comes with a 10 years warranty.

Since the purchase, unfortunately, the mattress has developed a few humps and some of them are over 1.5 inches deep. I contacted Leon’s customer service at Dorval, and they sent an inspector to my house to assess the mattress. He measured the humps and told me they are over 1.5 inches and I am eligible for an exchange.
After a few days, a customer service representative from Leon’s Dorval called me. She told me that I am NOT eligible for an exchange because my mattress is soiled. And due to this condition, Leon’s is NOT able to resell it. (I am so shocked that Leon’s, being one of the leading’s furniture companies in Canada, would sell a 6 year-old defected mattress) The inspector also mentioned on the report that I didn’t use the mattress cover. But as I told the inspector, I DO use the mattress cover. On rare occasions I have taken it off when I have insomnia, as the mattress cover makes noise and in that state I cannot fall asleep with the distraction. I explained all these to the representative on the phone.
I believe it is logical that the mattress is not in a brand new condition after 6 years of usage. But I think it is in spectacular condition for its age, and is more than clean enough that I should still be eligible for an exchange.
I was told by the inspector that I could take pictures of the mattress and send a detailed email to Leon’s customer service. I followed her suggestion and emailed a photo and video to customer service. I am sure that the photo can clearly show the outstanding condition of the mattress and that it is without a doubt in more than acceptable condition to qualify for an exchange. (The photo is in a very high resolution. It can be zoomed in very close to check the detail)
Leon’s then replied to me after receiving my email. They continued to reject me with the same excuse (mattress is soiled that it could not be resold) and refused to exchange the mattress.

I am utterly disappointed in the delivery and service department of the Ellice location in Winnipeg Manitoba.

After spending $2000.00 on a mattress and mattress protector, they were delivered as scheduled, but they sent out a USED, SOILED mattress protector!

In today's world of bed bugs etc, its utterly amazing that they would do this!

They ended up dropping the price a bit, but after the rudeness of the "service" department, I will NEVER be shopping leons furniture again.

It is unfortunate too, as the sales staff was amazing! Thanks Bill W.!

My boyfriend and I went to the Burlington store located on the north service road and needed to purchase bedroom furniture & a couch for our living room a salesman which was very helpful & polite his name is Joseph Albanese helped us with this purchase he was more than helpful, however we had told him we were in the midst of a break up & absolutely needed this furniture a.s.a.p. he said he had everything in stock & would delivered on the day we moved into our new apt. which was Oct. 27th so we booked the service elevator for a certain time slot which was between 4p.m. & 8 p.m. he wrote that on our bill & not only that he wrote down call 1 hr before delivery. I had no call & they delivered our furniture at 9 a.m. ? why is that when i specifically told the salesperson the time limits? So they came & the building maintanance person Ian told them our floors had been refinished & they couldn't put the furniture in the apt. when i called the sales guy Joseph about this he transferred me to his manager whom i spoke to & was COMPLETLY dissatisfied with his comments to me he made me feel like it was totally my fault he told me that the delivery guy had called my cell # & no answer that is such a lie i always carry my phone on me & knowing that i am moving with delivery services coming i would not ignore a call & also said to me maybe my phone died or was turned off there's no possible way this could happen as my phone tells me when i miss a call & displays the # we had a discussion about this & he honestly made me feel like it was my fault? Then he said delivery guys are gone home so i asked if they would deliver on Sunday, which the bulilding i'm moving in doesn't allow, but made an acception for us because of the circumstances so they came that Sunday Oct.28th and moved everything up to our apt. ...however, the women's dresser was badly damaged just adding to my grief! They will deliver another one on Nov. 3 this has been a very I wanted some kind of discount for the inconvenience, but he said he couldn't do that if it wasn't for me absolutely needing this furniture a.s.a.p. i would have cancelled my over $3000 purchase ... i have been a valued customer of yours for many years & i have never been treated so poorly & i will never shop at your outlets ever again! If u could kindly reply i appreciate it ...if not i'm going to contact the better business bureau...thank you for a really bad experience! I truly believe i was not at fault for this & if you don't want to reimburse me in any fashion that's ok because there's alot of furniture places out there & i need more & really am willing to spend alot of cash for quality & service!

thank you

m. coulson

Bought a fridge at Leon's that began breaking down right after the one year warranty was up - lucky we had the extended warranty. Multiple repair men came to fix the fridge - often did not show up or were hours late - but eventually was told it was not repairable and that we would have to settle for an in store credit which seemed fine. We went to Leon's to find that the only fridge that would fit in the spot we needed it to was not $500 more expensive and would therefore mean we would have to pay the extra which was frustrating as we already had spent money replacing all the food that had spoiled multiple times due to the freezer not defrosting. We were able to replace the fridge cheaper with a second hand fridge so did that instead and then went to spend the store credit on other things we needed in the house. Then we were told we needed to physically deliver the broken fridge to cash in the credit ... even if it was used to buy another fridge. After hours on the phone explaining that it does not state that anywhere on the store credit we were issued nor was this communicated .. we were basically told to suck it up.

Leon's has very nice furniture and appliances; however, they do not have a return policy, although their mandate is "customer satisfaction". Over the last 18 months, we have spent more than $14, 000 at Leon's in Brampton. With their "customer satisfaction" motto, we did not realize that they do not have a return or exchange policy. One of our last purchases was an all-leather loveseat which we found to be very uncomfortable for us once we had sat on it for a few days. We are seniors and there are no children or pets in the house, so the furniture is still in pristine new condition. In fact, it has been wrapped in sheets and plastic for the last couple of weeks as we are undergoing some renovations. We were willing to upgrade the purchase and buy a loveseat that was almost twice the price; however, Leon's were unwilling to take the first loveseat back even with a 35% restocking fee and our purchase of a more expensive replacement. We do not intend to purchase anything further at Leon's and will caution our friends and acquaintenances to be ABSOLUTELY SURE that the product you are buying is the right size, right colour and will remain comfortable for the life of the product when buying at Leon's. BUYER BEWARE!

Oh never mind I checked my appointment book, the interview was at 1:15. I thought it was at 1:30 because my first interview was at 1:30. But I was only five minutes late, big deal. I can't believe they are making a big deal over five minutes. Also they were very rude, when I told them I had a seven year old daughter and I need to be home with her they said they only had day shifts. They discriminate against single parents. I really wanted the job. Also if they have interviews they should do it on at 30 minutes after the hour or to the hour, not 15 minutes after the hour. They should also keep their interview times the same. I kept insisting she try and find day shifts for me but she refused and when I told her she was discriminating against me, a signal parent she said there was no point in me being in her office.

I recently bought a couch set on sale at leons and had to have it replaced as the cusions started sagging.. I got it replaced with a completely different couch. when it got to my house was not what the picture showed and was very poor quality. the sectional was originally 1049.99 and was on sale for 749.99. when i called and spoke to the service manager named Linda she told me I get what I paid for and when I said that was poor customer service she told me i should stop right there before she gets upset! Not a happy customer and I am sure now that Danny murphy is the new owner he would not want this type of reputation going around! something needs to be said for an employee who things she can speak to customers in this manner.

My husband and I purchased almost $4000 CND worth of product from the SE Calgary Leon's location in January of 2012, including a bedroom set and high-end leather sectional. We were very pleased with the our sales representative and the financing offered. Our order #01112CASIGK.

Unfortunately our big beautiful couch was delivered to us BROKEN! For now lets just ignore the fact that this product SHOULD have been checked prior to leaving the warehouse to ensure it was in proper working order before delivery. I understand that the delivery staff are being paid for their heavy-lifting skills, not for quality control. However, I would question the ethics of a supervisor that approved the delivery of a broken product.
We immediately reported the condition of our couch to the Customer Service department, who in turn passed us on to the repair/maintenance department. A repair Rep did come out to our home to assess the problem and we were informed a new part was required for the broken reclining mechanism, he said it would be ordered and fixed within 2 weeks. After numerous follow-up calls through the spring, we were finally informed that the part had not come in yet.
Let me reiterate that this was OVER 6 MONTHS AGO, and we still have not seen or heard a resolution.

Now it is commendable for a company to have a rock-solid "Peace of Mind" guarantee printed on the back of every receipt, as long as said company can stand behind it. But unless we are offered an "exact replacement with no extra charge", as this states when a product cannot be repaired, this "guarantee" is as useful as toilet paper.

Anyone that works in a high-pressure customer service position would understand the importance of resolving customer complaints quickly to avoid any further escalation. Our numerous attempts to resolve this issue via phone calls and now 2(two) complaints via the Leon's website, have gotten no response. Situations like this should be addressed and rectified BEFORE the customer is frustrated to the point of submitting bad reviews online that are detrimental to the companies reputation.

Not-a-repeat-customer,
Arla Hillis

Very bad customer service.
Ordered a dinning table set. recieved damaged table. and to replace it they are taking so long.

Leons dorval salespeople just want to make a sale. I planned to ship goods outside Canada and the saleperson told me that i needed certain documents. When i presented it, they said that it will not work. I dont want to go into details, but i was very specific regarding the documents that i will submit to claim the taxes. Anyways, he just needed to make the sale and trick his customer. WHen i met with the manager, he was rude and obnoixious. He kept on repeating himself - that he cannot do anything about it. is that my problem? he should have told his team to act professionally then and not to lie to customers. He did not even apologize for the mistake, but kept on saying he cannot do anything about it. New clients - pls be aware. The client service is horrible at Leons Dorval and the manager ( a guy) is the most unprofessional person you will come across. He does not know hot to interact with his clients and is rude. I wanted to file a complaint and he mentioned i just need to tell him - really? How would i trust him? Anyways, i wish you luck when you visit leons Dorval in Montreal.

My husband bought a 3 bodies ladder black sofa en 2006. After 6 years the ladder's sofa started peeling off, so I did call the store at the Danforth Ave. in Toronto, spoke to manager who told me that he couldn't do anything because the sofa only had one year warranty after that too bad too sad a 2, 500 sofa is ready for the garbage. So Leon's is not a store that warranty their product. I have another ladder sofas bought 10 years ago and those one are great in quality. So people be aware of Leon's Furniture they products are not good.

I went to buy 2 leather sofas and 2 night stands and an end table at Leon's thinking it was one of the"higher end " furniture stores. Not ... I bought 2 leather sofas that were delivered to me, placed close against a wall and thought nothing of it. When the delivery guys left I took a very close look at my furniture and noticed that on the back of the sofa ($1000.00) was a panel that was completely off! I looked further to see that approx. 15 staples, yes staples, were off Can you believe they use staples on a $1000.00 sofa? So i called and all they would do was come and re-staple it up.My 3 year old could have done that. Well that is the good part of my nightmare at Leon's. I also ordered a $300.00 end table that, of course couldn't be delivered for 1- 2 weeks I was told. 4 weeks go by no end table. I call Leon's and they say it won't be in until June! That's 3 months after I ordered it! So I decide to call in mid- April to see if any have come in by some miracle and low and behold I am told that Ashley furniture has them in stock now. Wow what luck! They say to me on the phone that because I Waited so long they will assemble for me for free! I had no idea that it came unassembled. So they come in my front door with this big black end table and I immediately see 2 big nicks right on the front of the table not to mention it was covered in 3 inches of thick dust all over it ! I was pissed off. I refused it, of course, then called the store and wanted to hear what their excuse was for sending me trash. Guess what? I got 3 different answers from 3 different people until it was finally 'ADMITTED" by the manager that they sent me a floor model! What a nerve. Do they make this a common practice of sending out USED furniture as new? If they think people are going to fall for this kind of deceit they have another thing coming. Check your furniture carefully and when you buy something go to the store the next day and see if it is still on display cause it may be the floor model that you just purchased for the price of new furniture.Oh yeah, by the way, Ashley still says they won't be available until June so the salesperson lied 3 times to me . Also ask them to bring the box that it came in cause you know what?I believe my couch is possibly a floor model also! Guess I won't to going back to people like that again and I hope all you people out there don't let them take you for a fool like they tried with me.

My husband and I bought a bed frame, mattress and dresser for my elderly mother in law. We were told that when the bed was delivered it would be put together and the mattress put on. It was not, it was left in the boxes, nothing done. Phoned the store about this and was not given any satisfaction about this very poor service. When my husband went to put it together himself there were parts missing. Phoned the store again about this and were told we would have to pick them up ourselves or wait until dresser was delivered. We do not live close to this store so this was very inconvenient. If the delivery guys had of done their job they would have known parts were missing and we would not have to go through this. Still have not heard when dresser will be delivered and this is going on three weeks. Customer service is not existent at this store. We have purchased many items at this store over the last 20 years, but will never purchase anything there again and will let everyone we know to beware!

My experience with Leons started when we arrived there to look for new living room furniture. As my wife and I walked up to the front doors, an angry man was exiting the store yelling to everybody "don't shop here they will just rip you off". At the time I didn't think much of it, but later I realized that I should have taken his advice.

Long story short, we purchased $3000 worth of furniture from Leons in Winnipeg, 2 couches and a chair with Atman. We thought that we had gotten a great deal as the items were on sale. The saleslady really pushed us towards this particular set, which was fine because we both liked it. We were assured that even though it was on sale it was quality furniture.

About 4 months after the purchase both of the couches started to get tears on the stitching of the cushions. I called Leons and they sent out a technician to have a look. The tech said that the entire set would need to be replaced as a repair would cost too much, and also told us that there had been several problems with this particular set of furniture. Okay, at least the set was under warranty.

So back we went to the Leons store. Of course they set we had purchased was discontinued and they had no stock left as the previous sale had cleared out all stock. So we had to pick out new furniture and of course, nothing that was similar was available for the same price. No problem, we picked out another set and ended up paying the difference of about $500.

This new set got delivered and after about 6 months there was problems with one of the couches. A broken spring which was sticking out the back of the couch. Again down came the tech, and again the couch needed to be replaced. When I called Leons they told me that the couches were on back order and wouldn't be available for about 5 months. They did give us the option of coming down to the store and allow us to pick out a new set of furniture for the inconvenience. The customer service rep that I spoke with was very reassuring and basically told us that Leon's would offer us a discount for all the trouble we had been through, if we were to decide on a more expensive set.

Off we went back to the store. Of course by this time everything was priced way above what we had originally paid, but we thought that for all the trouble, Leons would give us a good deal. The saleslady (same one as always) now told us that the furniture we originally purchased wasn't made for daily use, but was more of a show piece...really? Wish we would have known that before she pushed it on us prior. She also told us that we shouldn't skimp anymore on the furniture insinuating that we were being cheap with our purchase at the beginning. This made me angry but whatever, at this point all I want is a good quality piece of furniture that will last more than 6 months. We focused on one set which was priced about $1000 more than our credit. I asked for a better price which was promised to be by the customer service rep. After about half an hour of standing around waiting, the manager came and offered us $50 off each piece (total $200). I told him that that wasn't good enough and all the time that we had spent on this problem of crap furniture totaled more than $200. But he basically said bluntly, that's all I can offer take it or leave it. We left it as I started thinking that this was a scam that Leons ran to up sale people on furniture whenever there's a problem.

From there I sent an email to the corporate customer service executive detailing the issues. Here is his response below directly from the email he sent me:

"I am in receipt of your email sent to my office and would like to thank you for allowing us the opportunity to respond.

Leon’s has been in business for 100 years. We are proud of our record that consistently places us on top of our category year after year, as determined by independent marketing surveys.

A review will be conducted for our Service Office as well as the communication between your Sales Associate and Management at our Winnipeg location.

All products sold through Leons are covered under a manufacturer warranty that allows the them the option to repair or replace any item requiring warranty service.

I have reviewed your concerns with the General Manager of our Winnipeg location, Mark Entwistle and understand that you have had service issues with two separate upholstery sets that have been in your home over the past two years.

I am a little perplexed at your statement “we are feeling that we have been taken”, since the original purchase and its service requirements the store has sent technicians, reviewed

service concerns and responded with what we believe has been fair resolutions.

You had also indicated that you were not pleased with the offering of a discount on the new sofa suite purchase; this would have been authorized by store management as a customer relations gesture, over and above what our liabilities are under the terms and conditions of the warranty on the product.

We apologize for our limitations; however we are comfortable in knowing we have met our legal and moral obligations.

I will be in contact with our General Manager Mr. Entwistle in order to facilitate this newest transaction with the hopes that you will have many years of satisfaction with the new reselected set.

Sincerely,
Bruce Bergeron
National Service Coordinator"

By this time I was determined to to spend another cent at Leons. So I told them I wanted my broken couch replaced. About 3 months later, it was replaced. When it got delivered, it was slightly different in color, and a little bit taller than the old one. So we had a set that didn't match anymore. I was done dealing with Leons, and I didn't have the energy to go through all the red tape anymore, so we gave up and vowed never to shop there again and to tell all of our friends and family to stay away. To date I have been able to steer at least 5 couples away from Leons by telling them our experience.

In the end, we should have listened to the disgruntled man exiting the store the first time we went to Leons...hindsight is 20/20 I guess.

Hope this helps someone out there, and possibley saves them some time and money.

My in-laws who are in their 70's just moved into a new home and they purchased a living room set and appliances from LEONS. The day the living room set was delivered, we quickly realized that they delivered a chair instead of the love seat. The sales representative that assisted us with this purchase was extremely helpful and she quickly resolved the situation - the love seat was delivered within hours. In addition to the purchase of a complete living room set, Leons was fortunate enough to gain our sales in the purchase of an up-right freezer, a stove and a fridge. They delivered the incorrect fridge. We contacted LEONS and spoke to customer service; Valerie. The sales representative that originally assisted us with this purchase was not helpful, lied and unprofessional. After countless phone calls, and being asked multiple times as to who we were on hold for, we decided to go down in person to resolve the situation. We were asked to pick out another fridge as a refund would mean a $130 charge for restocking. We picked out another fridge. They delivered a fridge but the wrong one yet again. This time they dealt with it fairly quickly and we received the correct fridge. The fridge was hooked up and within 5 minutes water started to pour out through the dispenser. We got on the phone again; asked yet again multiple times who we were on hold for. At one point the Manager was on the line with us and placed us on hold. Valerie from Customer Service picks up the line, asked us who we were holding for and when we responded "MARK", her reply was "He stepped out for lunch". This time we were told by Mark the Manager that "it's not our problem, call the manufacturer". So not only did we receive incorrect orders multiple times, did not receive what they call as "CUSTOMER SERVICE", spoke to Mark the Manager who was extremely unhelpful, unprofessional and down right rude, we now had to deal with this situation ourselves after only having received the correct fridge within a duration of 5 minutes. Well, they've lost our business and we will ensure that our family members and friends are well aware of this situation.