Leon's Furniture — Attraction in Sault Ste. Marie

Unfortunately not a good experience. My son purchased a couch and the extended 3 year warranty. Within a year, the arm of the couch was coming off. After numerous unreturned calls to this store, he went in to the store and was told he had to deal with the Warranty Company. He called the warranty company and an appointment was booked with the repair person Brian. Brian arrived and said the hinge holding the arm was unfixable and placed a piece of wood under the carpet to hold the arm tighter to the couch., A month later that solution was not working and he again tried dealing with the warranty company. Months went by and numerous calls. Unfortunately, no one could get a hold of Brian - the only furniture repair person in the Soo. We were finally told they would be crediting my sons account so he could purchase a new couch. When we arrived at the store, the credit was for under $500 and the couch cost over $1100. The individuals we dealt with at the sotre were lovely and apologetic and we were told they would arrange for a new couch to be delivered the following week. The following week a portion of the couch was delivered (the portion of the couch that was damaged). The delivery drivers said they would not help assemble the couch and even the holes for the legs had to be drilled. Once my son finally got the couch together, he noted that the shades of gray in the couch were likely a different dye lot and there was a large flaw in the fabric of the new couch. Again, we had to call and argue with the the manager at Leons to replace the couch. A week later he heard back from Leon's that they would credit him the full value of the couch. Finally some positive news. Unfortunately, he went into Leon's to repurchase the same couch and was told it was discontinued. In any event, he purchased a new couch but they wouldn't honour the sale price that had been in effect a week earlier. He ended up paying $200 more for the new couch that does not have a pullout bed that the old one did. They have told him that the original 3 year warranty purchased on the couch and only in effect for 1.5 years is not valid on the new couch and tried to sell him the warranty despite the fact he has been trying for over 6 months to get the original couch repaired. This is my son's first home, first furniture purchases and has been a terrible experience. While the staff have been great when we are in the store, the things they promise when dealing with them don't happen (the couch was to be replaced), the Warranty's are impossible to get the coverage promised and it all just all feels like...

Disappointing Warranty & Customer Service Experience

I purchased a mattress at Leon's 4 years ago, backed by a 10-year warranty. The coils have completely collapsed in the spot where I sleep (I'm not a huge person), so I filed a warranty claim on June 1, 2025, just looking to upgrade to something of better quality. No resultion on a simple matter until middle of July. Although, obviously unhappy with the warranty on the product not being honored, my biggest issue was lack of communication and follow up, and the fact that it took a month and a half of persistent follow up on my end before the issue was finalized, as this delay held up being able to replace our damaged mattress.

Since initial visit, I had to visit the store twice and called 6x over the course of 6 weeks (only once a week, looking for at least an appointment time). Each time, I was promised a call from the service tech "that day" to schedule an inspection. No follow up call actually happened, just to book an appointment, for almost 6 weeks. Very frustrating.

The in-store staff in Sault Ste Marie, ON, had been polite, but there was zero follow-through or communication from their after sales / warranty team for almost 6 weeks before we were finally contacted initially, just to book an appointment for the tech visit.

In the end, the 10 year warranty was not honored after only 4 years of use, and a very obvious workmanship issue with the product, denied due to some discoloration on the white mattress from sheet dye transfer. The advertised warranty, as expected, have enough loopholes to safeguard actually having to honor them (product could have been easily wiped clean, I guess my fault for not doing that preemptively, but certainly wasn't a real stain). Be sure to seran wrap your white mattress prior to use for any hopes of ever having a warranty concern.

I regret how this has been handled and honestly, just needed a new mattress, and was looking to spend 3x the amount of the initial purchase for our replacement. Wasn't looking for a freebie. Will be unfortunately moving local business to an online retailer for our replacement.

After-sales support matters - and this experience, from initial visit, to lack of follow up, to eventual denial of warranty has been a very poor experience. Although we only have limited options for furniture in Sault Ste Marie, Will probably avoid doing anymore business with this local company for any large furniture investments going forward due to...

Do yourselves a favor and spend your money elsewhere.

If the furniture you want to buy is not in stock, do not purchase it. They delivered half my order (late) and pushed back the other half of the order by two months TWICE. I had to call on the scheduled/promised delivery date to find out that the order was delayed. When I called again a month later to see if the delivery was on schedule I was given another two month delay. When I asked for a refund they said they would not be able to because I have "used" half of my order. They intentionally screwed me by delivering that piece of furniture knowing they would have me on the hook for the other half.

I have spoken to the warehouse manager, Jordan, and the information I was given was essentially a spit in the face. He told me that my situation was the new norm, he even blamed COVID on the delay which is absolutely astonishing. Jordan was supposed to give me a list of potential replacements and that never happened. The customer service has been absolutely abysmal.

This is the first furniture set I've ever purchased and the entire experience has been absolutely ridiculous. How people can bend over and take this is beyond me. This is NOT how businesses are supposed to operate. Do everyone a favor and stop spending money at places like this.

I will be utilizing the Ontario Consumer Protection Act to get a full refund. I suggest everyone else do the same. If you have not received your furniture within 30 days of the initial date you were given, you are entitled to a...