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Leons Furniture/Dining Room Suite / poor customer service policy damage/return

Sudbury, Ontario, Canada Review updated:
5
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We ordered a dining room suite online from Leons. We had hoped to see it at our local store but were advised there that this particular suite was offered online only. Having had very good service at Costco.ca regarding full returns/shipping we assumed Leons would be no different. We were very wrong.
After waiting three weeks for a September order/delivery we receieved the boxes damaged. Upon closer inspection all pieces except the glass top (a miracle) were damaged. In-fact one box looked like it had been delivered and returned by someone else as it was not taped closed and had pen writing on the box about the chairs/contents.
(Damages were scratches, dents, cracks on chair joints, scratched/dented stainless steel trim, split lamination on table base)
(Poor quality: chair legs loose, plastic pieces hanging from the chair upholstery pinched in between the base and seat, dirty finish from manufacture, large 'gobs' of clear lacquer/finish on chair leg bottoms and chair leg pads/feet ground down to expose the center nail-I assume to make the chair sit flat.)
In any case the damage and quality was unacceptable. We called our customer service number as shown on our online order info., which is the local store. We explained the damage and poor qulaity issues and asked for authorization to return it and get a refund.

To our surprise Leons has a final sales policy which means that they will not refund a sale no matter what the reason! After a heated discussion and some online research, we had to accept the fact that they would not refund our purchase and only replace/repair the damage.

After 2 weeks of our authorization to replace it we have still not heard back from them! As of today, after calling them, thay are still awaiting a replacement! Meanwhile the boxed goods still site, taking up space in my home!!

I can guarantee that the replacement delivered goods will have to be in 'perfect' shape for me to accept delivery of them!!

At no point during our online sale were we advised of the "Final Sale" policy. Even our order does not state this policy...and it is dificult to find on their web-site.

Its funny how they follow that policy and will fight over it but won't honour this one as pasted from their web-site: (note the last line...B.S.)

""To ensure you are satisfied with your purchase, we offer the following Guarantees and Warranties.

Platinum Promise

You don't just buy a piece of furniture, you buy peace of mind. At Leon's, we're more than just a furniture store. We're a family, with family values. We understand your family's needs, and that's why since 1909, we've built our business on exceeding expectations for service, quality and value. If for any reason you're dissatisfied, we promise to do whatever we can to make you happy."

In any case we will NOT order or purchase again from LEONS, and I will never recommend a purchase from them!!

Thanks for reading, and happy purchasing..somewhere else!!
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Ci
  30th of Oct, 2008
Agree Disagree -1 Votes
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!!!
Vu
  6th of Jan, 2010
Agree Disagree -1 Votes
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.
Si
  18th of Jul, 2010
Agree Disagree -1 Votes
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.
Ar
  9th of Apr, 2011
Agree Disagree -1 Votes
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
Ha
  12th of May, 2014
Agree Disagree 0 Votes
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.

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Leon's Furniture Logo Leon's Furniture
Customer Care Service
Overall Satisfaction Rating

309 Reviews
45 Gordon Mackay Road
Toronto
Ontario
Canada - M9N3X3
+1 416 243 7880
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