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