Leon's Furniture review: Poor customer service policy damage/return 6

My husband and I purchased our first bedroom set from them in June 2008! We were advised that the bedroom set was out of stock and it would be in and delivered to us in Mid. July - which was perfect for us seeing as we were getting our first apartment on July 15th! July 15th came and went...with no call from Leons to set up a delivery date. After 3 phone calls, they FINALLY set a delivery date for AUGUST 22! This means we were sleeping on the floor for over a month!

When the set was finally delivered, the headboard was gouged, and the bed rails were cracked, gouged and splitting! We immediately called and demanded an exchange. 2 weeks later they set up ANOTHER delivery for a new head board & rails...which were damaged YET AGAIN!

When we called to complain, they simply apologized and set up another exchange date for Sept. 26 - which was no good for us seeing as we would be on our honeymoon! Nevertheless, I had someone be there to accept delivery! When they came to deliver, they pretended to change the rails, and left. So upon our return, to our surprise...the rails had not been changed at all!

I figured that the customer service staff required a more detailed description, so I attended the store IN PERSON & showed the Customer Service supervisor where the damage on my bedroom set was, by physically taking her to the show room model! She made notes, offered a $100 credit for my disappointment & set up yet another exchange date!

The long awaited exchange date came - I answered the door & the delivery man told me he was there to 'EXCHANGE MY NIGHT TABLES'! I thought he was kidding - he wasn't! I tried to tell him i never had an issue with my night tables & that the bed rails were the problem. He proceeded to tell me that the rails were on back order & they didn't have them in & I would need to call Leons to set up ANOTHER DELIVERY DATE! (this would be the 5th).

I called Leons and spoke with the same Customer Service manager who THEN told me she would have a "specialist" contact me and deliver the new rails himself.

So he called - set the date and time with me between 5-7pm on an weeknight! At 6:30pm on the date of the 5TH Attempted delivery, the same "specialist" called me and CANCELLED the appointment because the rails were in another store! We re-arranged the appointment for the following day! When he finally came - the "NEW RAILS" were DAMGAGED yet again!

I am still waiting to hear from Leons as to what they plan on doing to rectify this situation!

I will never buy their furniture again! Horrible service! They clearly don't care about wasting a customers time!

Customer service at LEONS is very poor. I experienced this at the Richmond Hill store after dinnete chair started cracking down and they never offered replacment saying that manufacturer has discontinued this product . I have bought few stuff from there and will not buy any more due to their poor service.
I have never had a such a bad service elsewhere like BRICK, SEARS...
LEONS DOES NOT FOLLOW THEIR OWN POLICIES

Furniture Warranty

Although some furniture manufacturers do not offer a written or timed warranty, Leon's would like you to be satisfied with your purchase. If problems do occur, please do not hesitate to call our service department. Furniture with concealed damage reported within 72 hours of delivery or pick-up, will be repaired free of charge by Leon's or our agent. If the item cannot be repaired, you will be offered an exact replacement at no extra charge. A reselection will be offered if no replacement is available. Please note, with natural products such as wood or leather, some imperfections can be expected and are not considered a defect. Sales are not made on an approval basis and are considered final.

I bought a very expensive bedroom suite from them and it came with boxes damaged. The suite was poorly made, you can see inside each drawer in the dresser when they are closed. There is also a horrible smell, like mold, that eminates from the pieces, especially when the weather is hot. It is so bad, you cannot stay in the room, let alone sleep in it.

I called several times regarding damages to the back of the dresser...it is not wood, but heavy cardboard and it was smashed and dented and damaged. I also wanted to have someone come and smell the stuff as it was very bad. After weeks of playing telephone tag...I kept leaving messages to have them call me at work, and they continued to call me at home and when I'd call the next day, had to leave a message and I'd leave my work number but they'd call my home. Finally they sent some guy out to have a look, he agreed it smelled funny and wrote the damages down and told me they would contact me when everything was ready.

I waited weeks, then months. Calling ALL THE TIME and kept getting told it was coming. Finally after months, they told me my time had run out and there would be no fixing, no replacements, nothing.

I spent thousands on this suite and can't use it.

I also bought a living room set, sofa and chair/ottoman. Very poor quality all the way around.

I will never shop there again as long as I live and I will make absolutely sure that I tell everybody of my experiences.

they are disgusting, there service is one of the worst in canada, they don't have any ethics of business, they charge you for their defected furniture

In 2011 I spent approx $5500 on a New Fridge and Leather Furniture...
2012, The front wheels on the 1 yr old fridge broke off, All the contents in and on top of the fridge fell on me. I had 2 yr extended Warranty so I called Leons and told them what happened!
In a nut shell, After many many many repeated calls to leons and get them to stand by there warranty and fix or replace the fridge. Leons told me to go pound sand! After I reported the fridge to Consumer Affairs Canada, Leons send me 2 wheels in a bag so I could fixt the fridge myself...
I contacted Whirlpool Canada and with little to NO B.S. they replaced the fridge!
2014, The 1 yr old replacement has broken, There was chemical smell and heat coming from the freezer? I still have extended warranty when I called Leons.
Leons WILL NOT REPLACE THE REPLACEMENT FRIDGE FROM WHIRLPOOL? leons said they will cover the price of the 1st fridge BUT leons NO longer carries that model and a new fridge close to the same model will cost ovwe 500.00 and Leons would only cover $460.00 the 2011 price.. LEONS WARRANTY MEANS YOU WILL BE OUT OF POCKET BECAUSE THEY DO NOT COVER THE TOTAL PRICE!
Number of calls to leons extended Warranty # 6-8 On Hold approx one hour, Longest wait period 18 minutes.
Number of calls to Leons retail store # 6-8. On hold for # 35 minutes.
I contacted Whirlpool and told them about my fridge, They were awesome and treated me with respect unlike Leons who treated me like a was money they were losing. Think Hard before entering a Leons retail store!
Also our Leather furniture is falling a part from underneath, Large chunks of plywood have come off the recliner... Wow awesome quality.
Thank you, Whirlpool in helping me with my fridge. Thank you, Leons for NOTHING!
I see my family isnt the only ones who have experienced Leons. I have never spent 5gs more poorly.

I've been a customer for many years and never had an issue until now. I posted my review but I had a similar experience. I bought a 75" Sony tv and the screen was cracked. Given that I've been a loyal customer and never had a bad experience, I thought Leon's would help me out. Nope. No refund or any help whatsoever.

They simply do not care once they have your money and they hide behind their final sales or 72-hour policy. How about treating customers with respect and not making them wait over a month for a decision. For anyone deciding to buy a tv or any electronics, make sure you read the company policy. Leon's has a 72-hour reporting period but as I was told by the manager at the Scarborough location, Joseph Castaneda, it doesn't guarantee that they can help the customer out because they only deal with the manufacturer. If the manufacturer says no, then you're out of luck. Leon's won't do anything else for you.

Do yourself a favour and buy from larger and more reputable companies like Costco and Best Buy who have much larger buying power and influence over manufacturers. For example, Best Buy's return policy is 30 days no questions asked. If there is damage, just call them and they will send a replacement and take the damaged product away. No investigation necessary. They actually trust the customers word and want to make the customer happy and retain the relationship.

I will never shop at Leon's ever again and cannot recommend them to anyone. You may think it cannot happen to you but it definitely can. I thought the same way and then this happened. But, never again. I hope this helps anyone who reads my review.