Leon's Furniture

Leon's Furniture has an awful return or exchange policy. Terrible company to deal with. Customer service at Leon's is very poor.

*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 cant 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 Leons 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/Lowes for other competing appliance stores, Canadian Appliance, locally Calgary Crossroads Furniture, and ultimately anywhere but Leons or related company The Brick. In closing, we (sarcastically) thank you Leons for adding us on your new VIP Services, which were as equally unreliable and disappointing as the standard service. To be honest I dont even think the VIP service is a real agent. I am pretty sure its 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 theyd get quality the first time now theyll be dumb enough to believe we have a VIP service, let alone any service.

Terrible customer experience. I purchased a sofa and love seat and was told by the salesperson that someone would contact me within 24 hours to arrange delivery. More than a week and a half passed and no one contacted me. I called and left multiple messages and no one called me back. I had to go back to the store with a broken foot just to make delivery arrangements. My delivery was set for tomorrow during the day. After making arrangements to take the day off work and book a service elevator (in a very busy condo), I was contacted a 6:30 this evening to advise that they would not be able to make the delivery window tomorrow due to re-routing. Very unprofessional. I will never purchase anything from Leons Scarborough again.

Nobody told me before I bought the furniture that no return, no exchange, not even store credit.
Very bad experience with Leon's. This was the first time I encountered in Canada. Nobody replied to my email. 0 star out of 5, would not recommend to other people.

Similar to many of the other posters, I purchased a couch in Dec 2021 and told it would be delivered in January. Called in late January and told it would be further delayed until March or April. Called again in late March and told it would be delayed until June. They had already charged me for this purchase, refused to provide a discount for the delay (despite essentially providing them with an interest free loan). I hope others don't get stuck in this same situation.

service were very bad , i ordered sofa & love seat on 25 Nov.21 , i payed full amount $2700 and till date i didn't receive my order ,i have contacted many times customer service every time they gave me different dates lastly they inform me that there is no expected date of delivery , it almost 3 months now without receiving my order , i bought temp. sofa till i get mine but really don't know how leons deals with their customer , they don't care for any satisfaction even they are not aware when they can deliver their products

Ordered a split box spring due Feb 9. They tell me it's one more month. I call back a week later for them to tell me that the split box spring peices are sold separately LOL do I have half a bed??? Where does it say this at the time of purchase???? Just aterrible company.

Will never return to Leon’s on McClevin
Purchase $3,000.00 furniture
Were told that we would get money back on Black Friday.
Sales rep did not return any of the numerous calls that I left. Where told to keep calling. Ended up going back to the store, we’re told that we would the tax back and in the end they did not honour. Waste of time. Very poor customer service,
Once they make their sales, you’re on your own.
Very disloyal

Purchased a tv from Leon's Scarborough location recently and noticed a large crack on the screen after unboxing it. Unfortunately, I couldn't get any help to unbox the 75" tv until a couple weeks later so by the time I reported it to Leon's, it was past the 72 hour reporting period.

Because I reported it late and after a month-long investigation, the manager (Joseph) said they couldn't send a replacement or give a refund of any kind.

I understand that this is the company policy but I don't understand how a company like Leon's can't help a customer even a little especially when I've been a customer of Leon's for years.

It not only took over a month to get a decision but the most frustrating part is that through their investigation, he admitted that the delivery driver was suspended for not following proper delivery procedures.

In fact, when the delivery driver opened the back door of the truck, the tv box was laying flat on its side and not tied down. He slid it off the truck bed by himself into the side of the tv. The side of the tv is not meant to carry that amount of weight which is why the instructions on the box even say to lift the box in an upright position by two people...not one person and not on its side. It just so happens that the crack was on the left side of the tv screen. See attached photo.

How can that be a coincidence? I just don't understand how you can punish the delivery driver but still not take any responsibility and hide behind a 72-hour rule.

I'm not an unreasonable person so I even suggested a compromise of a partial refund but all he would say is he couldn't help due to the 72-hour policy. Can you at least help me out by picking up the tv and disposing it? Nope.

For those who are reading my review, I'm just telling you my experience and it's up to you to decide whether you would want to buy from a company that can treat a customer like that.

I never thought this could ever happen but, it did. For me, I can never shop at Leon's ever again or any company can do this to a customer.

I've learned a lot through this experience though. Most important is to always do research of the company's policies before making large purchases like this. For example, some stores have a 30-day or more return policy with a much simpler process that does not involve any investigation. They send a replacement and take the damaged tv without question.

Second important lesson. Use a credit card that has purchase protection so that in case of any damage, you can be reimbursed the full cost.

Anyways, I hope my experience with Leon's helps anyone who is reading this. I know I've learned a lot and cannot recommend shopping at Leon's. It's just not worth dealing with companies like this. It's a shame.

We purchased some nice looking leather sofas from Leon's they got delivered delivered fairly quickly. when they arrived i they unwrapped and left. the leather sofa was ripped on one corner and the 2nd piece it looked like the paint was coming off we went back and they quickly exchanged it . we got another set , the quality is very poor not worth the $4000 for sure... The quality of the Furniture has been declining year after year I've been purchasing from them ever since I could remember