Leon's Furniture review: Customer service about a refrigerator delivery

On April 26th I received a call from your delivery service informing me that the wrong refrigerator had been delivered to me on March 4th. I was very surprised to receive this call, especially since I was asked $ 2000 if I wanted to keep the refrigerator that had been delivered to me by mistake. In addition, the representative accused me of being responsible for the delivery error. The other option I was offered during this call was to return the refrigerator delivered by mistake the next day, April 27th, which was unrealistic.

I was completely upset to be told that after almost two months you were asking me $ 2000, or the return of the item in such a short time. Also, that you consider me responsible for the delivery error, I have therefore ended the call, considering the lack of professionalism of the service obtained by the store delivery service.

On May 16th, I did received a formal notice in which there were several erroneous facts. By mentioning that I had physically made my purchase in your store, the delivery date (April 4th indicated in the letter) and the amount claimed, now $ 500 plus taxes. In the formal notice, you ask me to go to the store within 10 days to pay the difference or to schedule an exchange. However, on May 20th and 25th , I received more calls from the delivery service informing me on my voicemail, that the refrigerator I was originally supposed to receive had just arrived and that we could schedule an exchange. I responded to the formal notice by mentioning that I was concerned about the inaccuracy of the information and your treatment of your customers. You are insinuating that I am not acting in good faith and that it is my mistake but having bought the item online and having received the same brand and the same main attributes (colour, respecting the size of my space, two doors for the refrigerator and space for the freezer at the bottom) I did not even notice the difference. In addition, when I ask for explanations regarding what may have caused the delivery error and to obtain clarification regarding the receipt of my refrigerator, I have no cooperation.

In my response, I mentioned that I am willing to make the exchange, but that I would like to be accommodated, considering that this type of exchange requires some planning, however, I was denied. I understand that I received the wrong item, I am not entitled to keep it, however, I consider that my requests are not excessive.

Especially since initially, it was Leon’s furniture who delivered me the wrong item and that obviously you did not have my refrigeration at the time of my delivery, so if you had not been able to provide me with my property as agreed, I would have been entitled to demand compensation, or to file a complaint with the Office de la protection du consommateur.

This is a dispute for a value of $ 500 that stems from a delivery error orchestrated by Leon’s furniture and at no time was this error recognized and there were no excuses made for the inconvenience for your customer. This is one of the worst experiences I've had as a client. I find it sad that a major company like Leon’s furniture does not care about the reputation that this type of service can generate.

You mention that you are giving me until June 30th to proceed with the exchange, otherwise you will take legal action to collect the debt. I demonstrated my intention to cooperate, asking you to accommodate me for the time of delivery, but you refused. Considering that you already have a deficit for the difference of $ 500 that you claim 2 months later after delivery, I do not understand why you refuse to accommodate me and that you prefer to opt for a legal procedure that will generate additional delays. The impression it gives as a customer is that you prefer to go after your customers at the expense of the customer experience and the reputation of your company.