Leon's Furniture

Dear Edward Leon,
I would like to share our experience with you. The letter may seem a little long winded but so much had happened.
We purchased a dining set on July 29/2017, Order Number 07297WPILSV. It was a beautiful set and we believed it would serve us for many years to come.
I took time off work and it was delivered on the Thursday approximately 2 weeks later. They called the day before delivery and as we were checking the paperwork we found the wrong address in the system. It was corrected.
That weekend we went camping and returned on the Sunday, while we were unloading a water bottle that had not been closed properly had been placed on the table and was knocked over. A few ounces of water laid there unnoticed for about 15 minutes. When we noticed the spill we immediately cleaned it up. The veneer on the table had lifted off the table in several places. Not really the solid wood table that was advertised. The next day, we called customer service and provided pictures of the "blisters". The initial response was $75 to keep the table as is. An absurd offer considering the set was worth over $1700 and in no way addressed the lack of durability of the product. They arranged to send out a technician. Again I took time off work to meet him, he assessed the table and suggested a replacement top. The top was not in stock and had to come in from Edmonton, three weeks later.
Again I took time off work to receive it. I began putting the table together and notice something was wrong. The piece that holds the foldaway leaf was missing. I looked in the box and it was laying at the bottom. All the screws had pulled completely out of the wood. It may have broken off in transit, or was it another example of poor manufacturing? The cardboard box that it was shipped in was in pretty bad shape. It became apparent that this table and its' manufacturing was not holding up to the standards we had expected.
On September 9 we went back to the store and spoke with Sherry Thompson the General Manager. She would not refund our money but would give us an in store credit. I guess I will be reading the documents very carefully next time. If I knew there was no refund I would have walked away the first day. I raised the question what would happen if we could not select a replacement that met our tastes. She said she could return it at a 25% restocking charge. Ludicrous!
While we were looking at potential pieces that we may want to buy, I noticed one coffee table had the trim pulling away at the bottom, I showed it to Sherry and she said that's from moving it around. If this was my store I would not have furniture that is falling apart on the showroom floor. I asked her to open the hidden leaf on the table that we were considering purchasing. We opened up the table and as we pulled the leaf out, a piece of the wood fell off. Now I am getting a sense of the quality of all the products in the store.
We managed to select something that might work (nowhere near what we desired) but we were short on the credit. We ended up selecting a coffee table and end tables. I had to pay more since now we were over in store credit. I paid it since I just wanted to get this over with. I told her I did not want to take more time off work and she said we deliver Saturday. I was not told that for the other deliveries and now I was even more furious.
The furniture was delivered September 23 on Order Number 09097WPZJQX. The coffee table and end tables were not the ones we ordered. They had glass tops and we would never purchase glass top furniture.
We went back to the store again on September 24. Customer service reviewed the sales order and it showed that Sherry had cancelled the coffee and end tables and added something else. This did not match the printed sales order paperwork we left with in hand. The customer service rep changed the order back the way we originally wanted it and said we would call you. As we were walking out I noticed the delivery address was wrong again. We went back to customer service and had that corrected.
On October 6 after almost 2 weeks, I called the store to see about the delivery. The customer service person said they did not have it yet. I asked when will it arrive? He said we owed $930.00. I asked to speak with Sherry, who was not there until Sunday. So here we go again spending another day of our weekend across town at Leons. A few minutes later the phone rang and he said that there was an in store credit. I told him deliver it next Saturday, October 14th.
October 14th came the furniture was delivered, for reference this particular Order Number is 09247WPUDLS. The coffee table box was soaked on one end and the table was damaged. I told the delivery guys to take it back, they could not. I asked them to put in my truck and we drove down to the store again. We asked to see Sherry but was busy speaking with a co-worker. Finally she came out to see us. The end tables were in stock but the coffee table was not. It will be here it another two weeks, reference Order Number 09247WPUDLSA. She said the box was wet because it snowed. Apparently the Leons delivery truck had a hole in it. Once we got home to assemble the end tables, both were damaged. We called Sherry immediately.
I order online all the time, my product is delivered within 1 to 3 days undamaged. The Leons shipment is coming from Edmonton. That truck could make it to Winnipeg in one day. Why does it take 2 weeks all the time?
That's 11 weeks just to get a dining set, coffee and end tables and it's not over yet.

Ed Leon forwarded my issues to Bruce Bergeron, the National Service Coordinator. Mr. Bergeron called stating he was shipping two end tables and getting the regional manager involved.
On October 25 Leons called stating the next delivery date was November 10th a Friday, Sherry had told us October 28th/ She said they were picking up an end table and dropping off an end table. I immediately corrected her saying you are dropping off an end table and coffee table, and picking up an end table. I immediately called Sherry she was no available and would call back later. I did not receive a call back until the next day, she said everything would be delivered this Saturday, the front desk staff was wrong.
We finally got everything straight on Saturday October 28th. 13 weeks! We were getting to know the delivery guys by first name.

Purchased a bosch dishwasher and received delivery october 23, 2017. All went well up until installation. Paid for installation upfront with leons at the time of purchase. Had to wait over a week for this service with perseverance on my part of calling the installer regularly because they failed to call in the 24-48 hrs leons promised. Dishwasher was installed on october 31st by leon's installation team. The very next morning my bosch shem63w55n/01 failed to power on. The control panel won't light up. Called bosch, got their us customer service who cannot help canadian customers. Asked to call their canadian team the next day as they were presently closed. Since then my husband and I have been tossed back and forth between leon's, bosch, bosch service team, and leon's installation team with no one wanting to take responsibility to fix or replace a product that has worked for for less than 1 hour. I cannot express more clearly how shocked I am at how bad the customer experience has been. $1, 600 approx purchase that I am frankly ready to uninstall myself and return to leon's on their front door. As for bosch my first experience will be my last. Will never buy their product again. Think twice before you shop with leon's or bosch!

Hello, my husband Greg and I are long time customers of Leon's Peterborough. We furnished our whole house through this store. Our last purchase was a sectional couch that we designed ourselves by Best. From the recommendation of our sales representative we bought the protective coating by Magi. The demonstration we were shown in your store showed all liquids pooling on top of the fabric and not being absorbed in. After about 1 year of having the couch our cat peed on it. The liquid was absorbed and we couldn't get the smell out. I was told to call Magi about this issue. Magi quickly relinquished all fault for this issue saying their product doesn't cover smells as clearly outline on their brochure which we never received at time of purchase. I told Magi if the product worked correctly the pee would not have absorbed into the fabric at all. They informed me that the demonstration we were shown in the store was not an accurate presentation of the purpose for the product, which was only stains. We feel that we have been mislead into buying this product that has lead to a $3500 couch being ruined. We would like this problem fixed in order to maintain our good relationship with your store in the future.

Thank you,
Greg and Casey Brown

Hi, I brought dishwasher, washer, dryer with the installation and warranty package from the Appliances division, a bedroom set, coffee table and bunk bed set from your furniture division. I requested them to send all appliances at once so that the installation guys can come and install it at once. However, Leon's agent didnt listen and i got all my appliance one by one. The dishwasher came first and the guy came and installed it. However i got my washer two weeks ago, when inquired about the dryer they said it will come in 3 weeks. I called the install guy for the washer but he refused to come just to install the washer, and said to call back when i had both washer and dryer. So i had to pay extra for other technician to come and install the washer. Also the deal made with the sales guy was to pick up my old appliances. I was assured at that time that the guys who come to deliver will pick up. That was not the case. I talked to the sales guy today at Whitby store and he flatly declined. Said that he has to provide me a number to pick up the old appliance. He lied...
Also the tv stand was damaged when i first received it, i got another one after a week, my bedroom set was also damaged, it is sitting in my bedroom since 1.5 weeks and i am going to get the new one on Nov8.
I understand that i was told to wait 4-6 weeks for delivery which i did but my request was to get all appliances at once, which Leons didnt honor.
What sort of customer service is this that Even after spending 4000 Dollars in your store your customer is not satisfied and your company claims that it offers superior customer service.
I purchased the appliances on Oct1, 2017 from your Whitby store. You can find out all the details by entering my number [protected].

Hope you resolve this or at least have the decency to talk to me. Seems that your sales staff and help desk staff at Whitby lacks this quality.

I purchased a Noah bedroom set from the Richmond Hill location. The sales lady informed my parents that only one nightstand was available if we wanted it delivered in the next 3 days or so. My parents told her they wanted everything deliver together. 2 nightstands bed and dresser. She promised it would arrive in 9-10 days with all pieces. That didn't happen. After 10 days everything but 1 night stand arrived. Again we were promised it would arrive all together if we waited the ten days. I called the store to complain. And I went to complain in person. They told me I should never have been promised a delivery time frame. Realized I was really upset and offered a gift card to the store. The night stand was delivered Wednesday October 25th They informed me they would call and discuss the amount of the gift card for my inconvenience. And ask about the delivery of course. That didn't happen. I never received a call from anyone. I work in customer service and when I make a promise I deliver on it. I am very disappointed with the service.

I am writing to complain of the poor quality of the dining table set I bought from Leon's Richmond Hill store. Last November I bought a 5-piece dining set (a table and 4 chairs), which was under the Order No:09186RHRMPWA and assembled by the delivery men at the cost of $100. The glass table top was screwed to the metal base by 4 metal nuts which were glued to the glass. After using it for 6 months, I found that 3 of the 4 nuts were unglued. After numerous negotiations with the store's customer service and waiting for 3 months, I finally picked up a new table top from the store yesterday. When I was assembling the table, I just discovered a problem. One side of the table top is 20mm higher than the other side. It is the gradual deformation of the metal base which changed the direction of the force and consequentially led to the falling off of the nuts. It is a product defect. According to the Consumer Protection Ontario, I now request you to recall the product. I look forward to hearing from you asap. Attached please find a photo which shows the nut unglued from the glass top.

I bought a sofa from leons in barrie back in March...I bought the protection plan and when the guy came to spray I unwrapped the sofa and there were stains so he refused to spray it and he said to contact leons and they will send someone out...I called about three times to have someone to remove the stains...I finally talked to the Manger and he said he will send a new couch...I received the new couch and there was stains on it...we are now in October and I am still dealing with this...I am not impressed with the service I have gotten...I called as soon as I got the couch and they wanted pictures sent...I took pictures and sent them...I waited and waited for someone to contact me back and no body did I had to call them again...I have some one coming to finally steam clean the sofa but all honesty I think I should be getting something for the inconvenience of 7 mths of this crap...I had not used this couch until I got the second one and I had enough of not enjoying my new couch...I hope something gets done about this the service has been horrible...

Purchased sectional couch for over $2000. Purchased lifetime warranty; couch was ripping within 9 months. Called leon's, spoke to 2 [censor]es, neither one taking any responsibility, complete lazy [censor]es; finally got an email from kajal patel, the supposed manager - she sent 2 'repair-men' to my home to take photos of the rip (S), and the tag on the bottom of couch - never heard from anyone from leon's ever again - kajal patel a complete no - show - doesn't respond to emails, calls, nothing

Time for plan b - show up with pictures of the couch, and the receipt with warranty and hand it to every person walking into the store.

If the minister of consumer affairs canada doesn't give a [censor], why is she getting paid?

I have bought a bed room set from Leon and after a waiting of almost week or more I got the bed set . When I opened the set the dresser and the bed was damaged .. immediately I went to the Leon’s and told them that I got the damaged bedroom set so can they deliver me the new bed set within 4 days as I wwas move to new house and currently I was not having any bed set as I am new to this country .They told me that they cannot deliver the new or replace bed set within 4 days.
Then I have asked them can you let me check with other bedset which is readily available so that I can have that within 4days. But they told me no they cannot replace that bedset with other bedset... this was totally annoying...
Then I asked them to cancel my order because they will not able to deliver the product on time then they told me it will 95$ restocking fees because they have to pick the damage bedset from my house...

Now where is my fault I got the damaged furniture from Leon Guelph and I am also paying for giving the damaged furniture to Leon...

They are just making the money even if you are getting a damage item.

I am just want my 95$ restocking fees back as this completely unprofessional behaviour from the Leon’s Guelph staff.
I will never ever recommend anybody to buy anything from Leon’s

I will fight till the end I will definitely try to raise my voice to higher management .. even convey my personal experience to the other people through social networks..so that they can be aware of the things happening to general public by some people who just want to make money but not to satisfy there customer.
E

My boyfriend and I came into the leons store in kingston, ON and purchased a queen size bed and box spring. We were told that the box spring was in and our name would be put on it and we would be waiting on the mtatress as they needed to get it from Scarborough but it shouldn't take very long. After two weeks i called the store and they informed me that the mattress was still not in. We left it at that then at the end of the second week we got a phone call stating our mattress was in but the box spring we needed to wait for now. I called and spoke to the manager shane. Explained and he left as he wont step in on hear say and that the shipment would be in tues, or wed. I called that thurs as still never heard from leons and they tell me the box spring is still not in. So now we are going onto the fourth week with no bed. This is unacceptable we have been dragged on like this and told things that clearly were not true. We are very dissatisfied and will be informing our friends of this situation. We usually enjoy buying from leons and have bought items in past and planned on buying more in future as new living room furniture is needed but as of now that definitely will not be happening. Thanks

To whom it may concern at Leon’s Head Office:

I hate to have to do this type of letter, but I must report an incident we had at your Steeles and Kennedy (in Brampton, ON.) store on October 15, 2017. We were in the process of purchasing a lovely sofa set, The Drake Collection in dark grey, and two table lamps. However, when we were informed that we’d be receiving the lamps that were the floor models, we asked for either a discount on the price or a refund (this is after the invoice had been processed, lamps paid in full, and a deposit taken from our credit card for the remainder of the collection). We had been dealing with salesman Jazz for a few hours, and please be aware that he was extremely patient with us and answered all of our questions (in other words, we have no issues with Jazz). After speaking with manager Paul Lawrence, Jazz informed us that they would be able to take $20 off of the cost of each lamp, making the total $109. We asked Jazz to make it an even $100 each lamp (taking $29 off of each), and he agreed to that. So we went back to the Customer Service area for them to adjust the invoice. Once back there, Paul came to look at the screen that the service woman was typing on. That’s when he commented that “no, that’s not the way it works.” That’s when Jazz began to explain that he would sell us the lamps for $100 each, considering that we were spending over $2300 for our package. Therefore, taking off an additional $18 off the lamps would justify the transaction as a whole. Paul then proceeded to raise his voice to the service woman, as if to explain to her that anywhere you go you get the models off the floor. We were standing directly behind Paul, at the counter, but he refused to speak to us, for reasons we do not know. When he did finally turn to us after I addressed him directly that he should speak to me, he continued to yell that that’s how it’s done. It was at that point that we decided to reverse the entire transaction. It’s a shame that Jazz couldn’t get the commission or recognition for all his hard work for the sale, but it’s simply due to the brutish, bully-like manners and behaviour of Paul that the transaction needed to be dissolved.

There is a way one deals with customers, and if he had spoken to us calmly and explained his reasoning rationally, we would have continued with our transaction. But only because of his filthy, disgusting attitude, we decided to cancel the entire contract and requested a refund of what had already been charged to my credit card. Paul then said, “I’d be happy to sign off on this one” as if our money is no good in the store. His blatant disregard for our patronage, regardless of who we are, is the reason why we will be taking our business elsewhere. We will also be sharing our experience with our family, friends, and social media contacts as no one should be made to feel like a second-class citizen when spending their hard-earned-money. It’s not like we were getting the items for free or at a severely discounted price. Paul’s behaviour was uncalled for and unnecessary.

It’s extremely hard to believe that someone like Paul would be in a management position, much less a sales rep. at your store. We would hope that more diplomatic representatives, like Jazz, would be in a higher position, as Jazz was very willing to explain and apologize for the miscommunication when it happened. But Paul was stomping around the area, loudly repeating the situation to other employees as the store had closed and we were the last customers in the store at that time.

I would like a response to this complaint at your earliest convenience. At the least, I would hope that Paul would be spoken to as his conduct was neither professional nor courteous, and it has left a severely sour taste in our mouth regarding Leon’s.

Thank you for your prompt attention to the matter. An incident like this cannot go unaddressed and I pray it never happens again ... or Leon’s will surely be out of business soon due to customers being chased off by unruly and disgruntled employees.

Regards,

Denise Thompson
Brampton, ON.

I purchased a dining room set from the Jane Street location. The sales person was excellent. However, I was told the furniture would be delivered in 3 weeks instead it came in 4 weeks. It was damaged and parts were missing. I called customer service eight times. They said they would return a call and never did. I finally got manager who said they could not locate the missing pieces and would send out new chairs in 2 days. Poor service!

We purchased an antique bed and were in need of a box spring no wider than 53 inches. Tim the sales associate was amazing. We found one that measured 52 1/2 inches. We are aware that there are variances in measurements, so notes were placed all over our file about the need for the measurement. Tim measured the box spring to be loaded on the truck for delivery the night before. The box spring arrived and was too big so we refused it. ( never mind the delivery window of 5 hours and they showed up 2 hours after that window!) I spoke with Tim that evening he said to come in the following day and he will look after it. When I arrived I was treated so rudely. I was told I had to repurchase the box spring through another associate. I asked if someone could just re-measure the one that we returned. After 20 min the lady returned and said they won't measure it, that it is the measurement they said it was the night before. The didn't measure it my husband did who is not a carpenter by any means. I asked if I could purchase the floor model. After verifying with a Jeff Megahan the product manager, I was told I could at full price, as is, no refunds or exchanges and too bad if it didn't fit. So Jeff (who never introduced himself to me), the associate and I walked over to the display to re-measure. I was not introduced to Jeff so had no idea who he was. He measure the box spring and said it was 53 inches. I said I was frustrated that I purchased this box spring on the pretense that it would be under the 53 inches. I told him that Tim who was not there on that day had measured one in the warehouse and it was under the 53. Jeff told me that he was not sending anyone back there to look. I said so you are not willing to help me at all? His reply Nope, I don't have the man power. I stated all I askedfor was for someone to re-measure the returned one. He walked away from me without saying another word. The associate then went back to re-measure and it turns out it was under 53 inches. This whole process took 3 hours! When I repurchased the box spring I was told" This is it, no refunds or exchanges, if it didn't fit than tough!. I left my name and number with a very lovely lady behind the counter for the store manager to call me. I told her how upset I was, and that I had never been treated so poorly before. She even thought the way I was spoken to was unacceptable. It has been 3 working days since the incident and I have yet to hear from the store manager. I am informing you of the situation and letting you know you will never receive my business again. Word of mouth is a very powerful thing. I intend to use this to my full advantage should I continue to have no response form you are the store here. Christina Bake Thunder Bay Ontario.

I bought 2 twin mattresses, two bed frames and 2 pillows. When the merchandise came, the pillows were much smaller than I was anticipating.
So I was very upset to find out I couldn't return them. The packaging is intact, I never opened them and you could sell them again. What I upset about is the lack of transparency and misinformation I was given. I was never told by Jennifer McIntosh at the Newmarket store that all sales were final. At the time I tried to return the pillows, the sales person kept referring to a policy in little fine print that furniture sales are not made on an approval basis. What does that even mean? I found out that means all sales final. Why can't you say what you mean, unless you are counting on the consumer not understanding. I also found out that pillows were considered furniture, I would have guessed accessory, of which there is no specific policy on. This is very poor customer service, not being given the correct and honest information at the time of the sale, and the language on the written documents is ambiguous and unclear. This issue calls into question the integrity of your company. I think it is ridiculous that you would not accept a return of unopened pillows that you could easily sell again. It's just terrible!

About 8 months ago I purchased a sofa and love seat set. The sales person was great. Talked up all the warranties that were available to me. I took the sales person suggestions and purchased what was recommended to me. Here I am 8 months in a my couches look like GARBAGE. With minimal use and perfect care they have completely lost their shape, the fabric is coming apart of the wood. Their a mess. I called my local leans and I got them to take them back. But here's the catch. They made me pay 25% restocking fee for a defective product. So in short, I was refunded 1400$ and I paid 2200$. I'm out 800$ for a defective product. IM OUT 800$ FOR A PRODUCT I NO LONGER HAVE. Couldn't be more disappointed. Thankfully there are other options for furniture in this town.

Well, where should I start... I bought a mattress and dinning table last month from Jane street location. When I was there, the sales person promised me both of them will be delivered on September 23rd and the Leon's will contact me for delivery confirmation few days before. Then the CHAOS is staring from here.
No call from Leons at all before 23rd.
On 23rd, which is my moving day. I have everything arranged and waiting for my furniture arrived. Until 1pm, nothing came. I phone them, they told me the delivery date is 30th. If I want to make the it early, the next available day is 26th. Hell no, I have moved out completely from my previous place, where do you want me to sleep? The only thing that I appreciated is the sales person really tried his best to help me to have them delivered on next day.
Next day, furniture were delivered around 8 pm, which were supposed delivered in the afternoon. After we assemble the table, we noticed one piece was fallen from the table corner and one chair was broken. At this point, both me and my boyfriend were exhausted. We spent entire two days on waiting for the furniture and they were in bad shape. I did ask for some partial refund and Leon's agree to give me a $150 off from my purchase and I will keep the table but exchange the chair.
Then is the "FUN" part. October 7th, the new chair arrived in the package, (which we did not know it was no assembled). GUESS WHAT! We can't compete the chair, coz two pieces of wood are MISSING from the package (wired thing is, there are printing on the instruction paper)! I call Leon's right away, the unprofessional operator keep transferring me to a voice mail, when I asked her if anyone there to help me, she said yes and transferred me to the voice mail again. Under no one's help, I took a picture and sent them a email, no reply. Until October 11, I sent them a 2nd request after no reply. Finally someone called me today (Oct 12), she told me the missing part is available for pick up at the Jane's location. Really? You made a mistake and asked me to pick up by myself? That's great...
I really don't think I deserve this kind of experience for my first house. I do need to hear from Leon's office, if you think a credit of $150 can be compensated my time, my stress and my labour that waste from this issue.

I had gone into the Leon's Furniture store in Sudbury, Ontario, on my lunch hour from work to look at mattresses that were on sale on either October 3rd or 4th. I can't remember the exact day. I was looking to buy a king size mattress and was looking at the different mattresses. The staff were at their big circular desk, some sitting and some standing and they were just talking and laughing amongst themselves. A few of them looked at me on different occasions and not one of them bothered to come and offer any help or assistance. So I left the store because I have no patience for ignorance like that and because like I said I was on a bit of a time limit. I guess Leon's doesn't need my money. Maybe they want to end up like Sears and they can all be unemployed when their store closes.

What is Leon's going to do to get me to ever go back into their store?

Date of incident: OCT/05/17
Order no #:09187SCBZLW

Good day, i just want to send a complaint regarding the items that was delivered to me yesterday. An entertainment wall unit which includes 2 pillars a bridge and tv stand. First problem was the tv stand that has a damaged edge and some wood parts are not aligned to the unit itself and the drawers does not fit right. Second problem is the pillars we opened both boxes and it was all damaged. it has a big hole at the side, back and cracked at the top edge. both pillars have a piece of wood that came off. Then we have the bridge that is also damaged it was also cracked at the side and the back board was about to come off too. We have tried to reach out to Leon's at Mclevin Scarborough but they just told us to wait and the items will be replaced within 3 months at least but no definite date. how can we guaranty that our items will be replaced. I would also like to please check the items before it will be delivered and make sure that there is no damage on it. I have attached the receipt of the item. I would also want a refund if possible.please let us know your further actions regarding this matter. you could reach me at [protected].

Thank you,
Belinda Bernardo

I bout a sofa and love seat from guelph location leons furniture, they have delivered 3 times with with damages and scratches, when I met the office the manager says you live in apartment we can not deliver in proper way you have to accept with any damages, I said no, then he offered me for a refund and pick up my third sofa and love seat but they didnt refund my full amount, although the problem was from there side

Bought a couch and a futon from the Kitchener location. purchased a month before our delivery date only to be told the day of my sales person did not even enter them into the system. Got the run around from 5 different customer service reps including a regional manager, multiple promises to be updated on the problem never received a single callback. A month after our promised date when delivery did happen they did not set the futon up claiming they did not build that model when delivered, despite the website and in-store advertising saying that it would be set up. The couch they did set up was not set up properly. They screwed on the legs without putting the washers on between the leg and couch so I had to disassemble and fix their shoddy work. The futon was damaged when I got it out of the box, customer service now says at least 2 weeks for pickup and replacement and is no help. All in all this is the worst customer service experience I have ever had. If you buy from Leon's expect to spend hours of time dealing with problems 100% not worth the headache.