Leaders Furniture of Casselberry — Attraction in Casselberry

I am highly disappointed at the customer service I received from this location’s Store Manager, Candy, during my purchase of patio furniture with custom cushions. I can definitively say this was THE worst customer service I have experienced. Simply put, after placing an order and waiting the five weeks, Candy called for full payment to facilitate delivery. Mere hours after paying in full, Candy informed me that part of my order was no longer available. She failed to offer any viable solutions and refused to take any accountability or apologize. As a result, I strongly recommend taking your business elsewhere.

More specifically, as part of my order, I selected several furniture pieces, cushion fabrics, and two different sets of accent pillow fabrics (let's call them 'A' and 'B'). As an interior designer, I selected all three fabrics jointly as part of a cohesive design scheme. Five weeks after placing the order, I receive a call from Candy, the store manager, stating the order is ready to be delivered, with the exception of pillow fabric ‘A.’ Candy informed me that the fabric was delayed with an expected delivery in about two months' time (disappointing, but not a deal breaker, as I understood there would be potential delays due to covid). During that same call, Candy requested that I pay the remaining 50% balance to facilitate the rest of delivery.

Mere hours after Candy charged my credit card, I received a second call from Candy telling me that, contrary to what she told me hours ago, pillow fabric ‘A’ that was “delayed” a few hours earlier, is now no longer available. During our conversations, Candy never apologized for the misinformation nor did she offer any constructive solutions to make it right. I asked Candy to look into alternate fabric options with a similar design scheme. A full day goes by with no response. Finally, when I called Candy to follow up, she told me there aren't any comparable alternative fabrics. Again, Candy never apologized or offered any solutions.

At this time, Candy also told me the other accent pillow in fabric ‘B’ will be ready the following week. I specifically requested that she postpone the delivery of the furniture order to allow pillow fabric ‘B’ to be delivered with the rest of the order. Nevertheless, the following week when the furniture was delivered, pillow fabric ‘B’ was not included. I called Candy and expressed my frustration. She advised she would check in with the warehouse the following business day and would get back to me with an update. I requested these pillows be delivered to my address (since they should have been delivered with the furniture in the first place.) A full week goes by, and still no communication or update from Candy. Almost two weeks after the furniture was delivered, I was notified that the pillows were ready for pickup in the store. I called Candy and again requested the pillows be delivered to me. Candy advised she will drop them off over the weekend. Yet, Candy failed to follow through on her promise of delivering the pillows and I received no follow-up the following week (as a result, I just picked up the pillows in the store.)

Due to the lack of communication and any lack of accountability (or even a simple apology) for failing to complete the order, I strongly recommend taking your business elsewhere. Based on my personal experience, there is no guarantee that you will receive what you have ordered. Additionally, the lack of communication to facilitate the remaining order was highly frustrating and unacceptable given the amount I spent on the order. (Google will not allow me to leave zero stars, so the one star on this review is for the awesome furniture delivery team, who were timely, professional,...

Having purchased a Tropitone patio set in March of 2006, we were experiencing some problems with the powder coating on the chairs and went into Leaders to see if they could provide us with a point of contact to have the chairs re-coated. Mr. Becker went ahead and did some research where upon he determined that at the time of purchase, our patio furniture was warranted for frame and finish for a period of fifteen (15) years. At that point, Mr. Becker provided us with all of the details that we would have to provide in order to see if we could get a resolution of this problem through Tropitone. He also advised that he would contact the person at your “solutions site” and advise of the issue. We followed Mr. Becker’s directions and submitted pictures, documentation, etc. In less than a week, we were advised that the chairs would be replaced by Tropitone.

The fact that we went into the store with no intention of making any kind of purchase and to have a salesperson take a substantial amount of time and effort to not only clearly address the issue but also to provide us with a solution and ensured that it was followed through, is practically unheard of these day. Clearly, this is a perfect example of exceptionally outstanding customer service at every possible level. As we were so impressed with the quality of Tropitone and their product support, as well as Mr. Becker’s obvious concern for customer satisfaction, shortly afterward, we returned to Leaders and purchased a Tropitone gas fire pit. Since that time, Mr. Becker has contacted me to make certain that we were pleased with the product.

In today’s marketplace, service and customer satisfaction is extremely limited under the best of circumstances and to find this kind of attention to customer satisfaction is not only worthy of praise but speaks volumes about the organization that he represents. The old expression that you get what you pay for is not necessarily true these days but in the case of Leaders Furniture, Tropitone, and Mr. Becker, we received far more than we ever would have expected. I would highly recommend Leaders for their service, product quality, and attention to customer...

Awesome experience purchasing 3 stools for kitchen counter at Leaders in Casselberry. Aaron was the sales rep who helped us decide what style and color would go best with our home decor. She was very courteous, friendly and professional. Two of the stools were ready for me to take home but the third stool was only going to be ready a week or so later . When we finally picked up the stool and brought it home, we noticed it was considerably smaller than the other two so I called Aaron right and she was more than happy to help me fix the problem. She asked me to take a picture to show the difference and she immediately called me back to let me know that she was ordering four more stools that we could pick from to match my original two stools once they arrived at the Casselberry store. Within the following week she called me and said I could. One by to pick the one that would best match my other stools. When I arrived at the store, she and her colleague help me decide which one was the contender. They also noticed the one I was returning was in fact considerably smaller like I described. I was one happy customer to know they had solved the problem. I still need to go back to pick it up once the cushion is finally installed on the stool and ready to be picked up. Aaron is very efficient and quick to solve problems and make her customers happy! Thank you guys for all your hard work!! Can’t wait to finally pick up my stool next...