Leon's Furniture
Reviews and Complaints

Hello, Sofa set, extended service purchased on June 13, 2020 from Leon's Furniture Langley, I had paid for the extended warranty. now the problem occurs and i have been contacting Zucara Homes for more then a month now. sending emails and calling but no answers from the service provider. My service request # 7893953. I have email thread starting May 03rd 2023. as of today.

Could you please take an action and provide me with a favourable solution.

I have attached the invoice for your reference.

Mitul Panchal

[protected]

[protected]@gmail.com

Went to lemons 3 times thus week to look at mattresses had Dan in the welland office I told Dan my bed I purchased was ruined I purchased it from Leon's 7 years ago and had no idea there's a 10 year warranty so I told Dan all about my Kingstown oxgenio and how the lumps in the bed are so bad I can't sleep ..at no point did Dan say anything about my bed being still under warranty..so 4 days layer rowina tells me about the 10 year warranty and I told her about my kingsdown and it's bought 7 years ago and I tell her my mattress protector disenigrated and she told me if I still had it I would get a brand new one as its under warranty but nothing about the bed as it was obvious she works on comission and let me believe I had no recourse but to purchase a new mattress so if it's policy to tell customers that if their bed is still under warranty then why did nobody tell me I was able to get a new bed at no cost and when I called to speak to a sales person about the situation I was told.its too bad we don't have a time machine sorry bout your luck and then spoke to me like I was an [censored] I will never purchase a damn thing again from Leon's if this isn't rectified

10 days Just after completing 1 year of purchase, our tv got issues with pictures. It works only for 5 minutes, then only noise is heard and no display. Contacted Leon’s and they informed to contact king and state warranty purchased from Leons (in their bill itself). Registered the complaint on Jan28, 2023- got message that will be in touch in 72 hrs. No response. Called Leons and King and state on Feb 1, 2023. Unacceptable response. Went to Leon’s Whitby on Feb 16,2023. They said they are not responsible. Then they sent mail and someone called and informed that they will take th eTV in 3 weeks. They cannot assure etc etc. we are not in a good financial situation to buy a TV for our 3 kids. We are paying the installment for this damaged tv.

We purchased an Electric Range Oven on Mon Jan 23rd, which was delivered Wed January 25th. The product arrived with significant damage, as confirmed by the Customer Service Representative we spoke with Thursday January 26th, next day from delivery. We initially inquired about an exchange for an upgraded version and were willing to spend more given our long time loyalty to Leon's. We were advised if the product was removed from the box it could not be exchanged or returned. We informed them that their own delivery agents removed it from the box, which they then advised was standard process. So the policy is Returns/Refunds/Exchanges are void if removed from the box and their serviceman are instructed to remove it from the box, wow. We emailed numerous times and sent 10+ photos but the Customer Service Rep said the damage was not from delivery. I asked for her to send me their proof and photos taken of the item upon delivery. I received 3 photos of a cardboard box and not the actual item and one photo of the item removed from the box but actual item and one photo of the item removed from the box but at a distance that provides no evidence e to compare to that of our actual photos evidencing delivery damage and/or other. After numerous emails and questions have not been answered and ignored we called in again, only to be told management is at conference but I would get a call back. That was 4 days ago now and interim still daily email follow ups ignored. We were also told we could pay a restocking fee where they would take our product back to restock, wait you would restock an item you agreed was significantly damaged? They said the alternative was for us to contact Frigidaire to arrange for a serviceman to come out. We literally just purchased a brand new item and now its our responsibility to contact your supplier? We were fine to have a new replacement provided initially but now we simply want a full refund so we can take our business elsewhere. It is sad that we are so exhausted we likely will pay to have them take it back.

*BUYER BEWARE* Worst buying experience we have ever seen anywhere. We were long time loyal customers and had never had major issues in the past with our purchases until our most recent transaction January 2023. We purchased an Electric Range Convection Oven and it arrived with interior/exterior scratches, discoloration on the stainless steel, misalignment of the item frame left-right, and numerous other issues. The item was ordered on a Monday and delivered same week Wednesday. Initially the item was scheduled for delivery at 2:00pm but they advised they were running behind so an update indicated 5:15pm-6:15pm. We took the afternoon off work to be there, but delays happen so no issue initially. They decided to arrive at 4:00pm when we had stepped out and they said they would not wait more than 10min, even though the rescheduled delivery was for 5:15pm or after. We convinced them to wait an extra 5min, which was like we begged because they ignored our explanation of the original delivery time and even rescheduled time. The item was delivered, and the delivery agents took three photos of the item still in the cardboard box, quite literally pictures of just the cardboard box with no visible section of the actual product at all. We took a photo from a distance once it was removed from the box that really did not show any portion of the item in detail, which they took as well. The delivery agents removed it from the box, which please read carefully. Once an appliance (apparently it is different for furniture) is removed from the box it cannot be returned. We called same day as delivery and the next day, Thursday, again. The first thing the customer service representative said when we called was, and I quote, “has the item been removed from the box” we of course explained yes, your delivery agents did. Then they continued to advise, and I quote, “it is standard process for the item to be removed from the box to ensure no damage has been done”. That is quite the policy, why ask if it had been removed if in fact once it had the return policy is void yet it is standard process for delivery agents to remove it? So now backing up a bit, the item clearly had exterior damage but also interior. We took 10+ photos and sent them to their customer service team, after already spending an excessive amount of time on our first two calls. The damage was enough for the customer service representative to agree, and I quote, “yes it is clear there is significant damage to the item”. They then advised that because it had been removed from the box it could not be returned. They forwarded us their pictures of the cardboard box to validate it could not be from delivery damage (I can’t make this up, they literally stood behind their evidence of the exterior of a cardboard box). They then advised we had to call Frigidaire to have a repairman come out. This is literally the day after we received a brand-new item that cost $1,800+. They did not even offer to contact their supplier, we had to for some reason. We sent countless emails, where none of the actual items of inquiry were addressed. We called and asked for the matter to be escalated and again are still waiting. The Terms & Conditions are quite clear, except for delivery damage. All Sales are final, which we would have had no issue having Leon’s arrange an exchange for the same item until the run around from customer service representatives begun. They manipulated and falsified information from the onset of the transaction resolution request. They will not honour a full refund due to the damage from delivery or even for that matter, what apparently made it passed their Quality & Controls processes. They said they would take the item back but only if we pay a restocking fee, wait you would charge a customer $400+ to restock an already damaged item? What is the restocking fee for if you already agreed there is significant damage? Overall, they either want to restock a damaged item to do the same thing to another customer, have the customer next day delivery deal with their major supplier because they are too lazy to, stand behind pictures of a cardboard box as their proof and evidence of non-delivery damage, and at the end of the day not honour their Terms & Conditions. I think most importantly treat a long-time customer as if they had a voice or like they had pride in their services. Since they were acquired by the EG Group, a British Retailer, the decline in quality/value of product and mainly customer service is very noticeable. I suppose it makes sense why their stock on the TSK has dropped more than $8/share in the last year. They do not even price match if you find a competitive offer. We highly recommend Trail Appliances for kitchen appliances, Sleep Country for room furniture, Home Depot/Lowe’s for other competing appliance stores, Canadian Appliance, locally Calgary Crossroads Furniture, and ultimately anywhere but Leon’s or related company The Brick. In closing, we (sarcastically) thank you Leon’s for adding us on your new VIP Services, which were as equally unreliable and disappointing as the standard service. To be honest I don’t even think the VIP service is a real agent. I am pretty sure it’s automated and trust me more frustrating trying to get assistance than by email or phone. Likely stands for “Value Is not Priority”, sign any customers up that purchase an item. They were dumb enough to believe they’d get quality the first time now they’ll be dumb enough to believe we have a VIP service, let alone any service. (Based on the amount of time exhausted on this I have copy pasted my review information for this complaint so some information can be ignored but we were not willing to exhaust more time writing numerous posts)

One of the cables that allow the table to open/close is broken. One can see that the mechanism could be easily removed, repaired with a replacement cable, and reinstalled so that the table would be operational. The problem was reported along with photos only to be told that the technician cannot repair what is visibly repairable and that Leon's Service states we have to wait over 4 months for a replacement table.

This is unacceptable, the product was damaged before it was delivered. We paid in full upfront and should not have to wait over 4 months for a replacement.

We purchased a GE Washing Machine and Dryer from Leons. From December 3, 2018 when the machine was dropped off we had six technicians to our home to fix the washing machine in the first six months of owning it. Since then we have managed to get the machine to work for the most part but now the machine no longer works. I filed a complaint with Leons and they told me to contact King and State which is who the extended warranty is through. I was told you cannot call King and State even though their website has a phone number. I completed the complaint form which when it is submitted it says someone will contact you in 72 hours. Well I submitted my complaint on Monday, January 9,2023 and still to date I have received no email, no phone, no response whatsoever. I called Leons back on Monday, January 16,2023 and complained again the woman treated me like I was a problem and told me it is 7 business days before they will contact you. She said she would contact King and State and let them know that I need a call back right away. Well we are past the 7business days and still nothing. I have had no washing machine to use for myself who is autoimmune compromised along with my son. I am at my wits end as when I call the number on their website it says our agents are currently busy and we have a higher than normal call volume. I was hung up on four times. I feel with all the headaches I have had to endure because of the garbage appliance since day one that they should replace it with a new washing machine.

We purchased this washer/dryer set 05/13/18, with the extended warranty from the Leon’s location in Red Deer, AB. The dryer is making a squeaking noise and would need someone to check this problem out. The dryer has been making this noise for approximately two months. With our extended warranty, we would need someone to help.
SN - 802KWVQ34079
MOD - DLEY1901KE
RV13U4BS8W. ABSEECI

Dec 16 2022-sudbury Leon’s delivery drivers delivered our fridge with waiver signed to come through back door but they refused said it wouldn’t fit (it will we measured n removed old fridge after) so they came through the front causing extreme damage to home and fridge. I get there is some damage that might occur but this is extreme and careless

the sofa is just over 1 year old and I bought an extended 2 year warranty

The one side is flattening out and after it was checked by the warranty company they say it is normal wear.

I looked at the tag and it is made in China so that explains it.

I thought spending more would have got me a Canadian made product.

I have since spent $4000 on appliances at a different store and will not bother visiting Leons ever again

They sell stuff that doesnt last

I bought sofa from leon in October 2021. in June i raise a complaint regarding springs which were making alot of noise. after 3 services in 6 months there was another issues of foam came up that foam of the sofa is hitting down. i ask the i took extra manufacturing warranty which i paid 400 dollars extra on 1600dollars sofa([censored]) i complaint again they said it is not covered under it so you have to pay 30 dollars each for each form and it is 90 and tax which i was again okay i don’t have any other option rather than replace. i went to store to pay 90 and tax but at that time representative mentioned - sorry it is not 39 it was 40 dollars each. i said it by mistake and got rude with me. my only mistake I BOUGHT IT FROM LEON- wastage if 2200 dollars.

We bought King Bed and King Mattress from Leon's on Nov, 06, and Both Bed and Mattress were delivered on Nov 22, 2022. The Mattress size is less and it's not fitting properly on the Bed, leaving 2 & 1/2"on one side and 1-1/2" on other side, it looks ugly and its dangerous as we can hit to Bed on either side while going out of bed especially in the night when we are sleeping as edges are outside the Mattress. Order Number:11062HMTWQJ, KHANM17987, SALES PERSON, CARLA G.

At the purchase time no one told that there is any difference between the sizes of Mattress and Bed, now they are telling its normal and its for for the sheets and comforter.

A technician came after our complaint and following is the response received from the Customer Care: Number: 11062HMTWQJC

Hello,

I am emailing you regarding the technician that came out to your home. He has stated that the mattress is indeed equal on all sides. As we did state there will be a couple inches of space between the bedframe and mattress for the sheets and comforter. Unfortunately, because of this, we cannot take back the mattress as it is not a defect.

The technician also mentioned that there is a stain on the top right corner. This stain will void your warranty until it is cleaned.