Leon's Furniture — Local services in Niagara-on-the-Lake

We are very very disappointed with the customer service from Leon’s. On Saturday the 7th of June, we had our fridge delivered into our new (and first) home. The delivery guys took the fridge off of the dolly and pushed it across our floor which put a large 10 foot or so scratch in it. We had just gotten our hardwood refinished for 7000$ 4 or 5 days prior to this.

We called our local store immediately to notify them and took photos of the damage and even went so far to actually see the delivery guys a few streets over and have them return to our house to see the damage as well. We then were told to deal with another local Leon’s to try to resolve this and speak to the warehouse manager there.

We have been back and forth with the delivery manager the past two and a half weeks and were initially told we had two options on how to proceed: 1) give them a price for settlement that we thought was fair for the damages caused to our floor or 2) get them 3 quotes and THEY get to choose which company does the work.

The company who we had refinish our hardwood floors in our home is someone who we trust and would only deal with for this matter as this was not our fault. So we went with option 1 and provided our dollar amount we thought was fair for the damages that were caused to our floor.

When that was decline and we were told we needed three quotes no matter what option we choose, and then we asked to speak to upper management. Our response received was that “they don’t take calls” and the level we were dealing with is the only person we could speak to.

This has been a very frustrating experience for us, we’ve not only been under stress trying to move into our new home, we’ve had this added stress since this is delaying us officially moving in (fixing the damage THEY caused). We’ve felt pushed around and still have yet to get a a clear and formal answer as to how the manager is to proceed with this matter. We understand that there’s nothing we could have done to change that the damage happened but we wanted it fixed and resolved as soon as possible. We aren’t unreasonable people, we weren’t looking to give the Leons manager a hard time, we’ve been nothing but patient but this truly ended up getting ridiculous going closer to 3 weeks now with no decision being made and no compensation to us from a mistake that was not our fault. We have been met with resistance and have felt pushed off and will never buy anything else at Leon’s going forward due to our experience. We have purchased over 7500$ worth of appliances from Leon’s and it is very clear there is no customer loyalty.

It’s also very clear to us Leon’s doesn’t honour any mistakes on their end and hopes that customers will just go away and stop asking...

UPDATE: Leon's NL refuses to honour their warranty on my old mattress that is SINKING after 9 years because of the stains on my mattress. The stains have nothing to do with the problem. When I said the stains aren't the issue, I am told that it is because my bed was not on a frame therefore no warranty. So in other words they have an answer for everything to not honour their warranty. Leon's beats around the bush to avoid honouring their warranties. I was not told about this being part of the warranty, otherwise I would have bought one, would it make sense if the sales associates did tell the customers what voids the warranty??? All I was told when buying that bed and my new bed was the mattress cover is my warranty. Not one mention of a frame for my bed(s). When the frame was brought to my attention as to why my warranty was voided I said I wasn't told that and Barb from customer service told me "most people have a frame for their beds' yes Barb you are right. MOST people NOT ALL. I am disgusted at the con job Leon's did on me 9 years ago with the purchase of that bed and also with the con job on the king bed, not being told about a frame on that one either. Although Barb went out of her way to contact the cover company and Kingsdown themselves I am disgusted that at store level this wasn't warranted. Of course a mattress has a few stains on it with or without a cover after 9 years. What was going to happen when they hauled my SINKING mattress away? Put it in the scratch and dent? My recent purchase (which came damaged as well, but you know, no frame no warranty) will be my last from this store and the whole company. I will be going elsewhere to buy my son his bed and my living room set, and kitchen/laundry appliances. Also I will be contacting head office as well as the bbb on this matter.

We went in the store to buy a bed as our current bed was sinking. Margaret greeted us with a smile and we told her what size bed we wanted and our budget. She was very helpful in showing us the right bed for us at the right price. Since our current bed is so warped she wanted to get our new bed to us ASAP so she talked to the delivery department and asked them to squeeze us in for the next day delivery! On top of that I mentioned that our current bed was close to 10 years old and we bought it at Leon's but can't be sure because I lost my receipt. Margaret went above and beyond to look up my warranty and it was still under warranty. She then showed us a mattress that would be around the same price point so we bought one for our son too. Margaret was a great help to us...

It sure would have been great if the box contained the correct piece of my sofa. Box said LHF corner piece...box contained RHF corner piece. Now let's try and get some help fixing this problem, first someone needs to step up and fix this NOW, not weeks down the road. I've already contacted customer service after hours of waiting on the day of delivery, that's 6/13, I'm still no further ahead in having this problem solved. 3 days now and counting with no resolution. So here we are day 4 with still no resolution in sight. Had a lovely chat with customer service rep... Russell. I finally made him realize the urgency of my situation and I suggested he consult with a manager. He came back with a long winded plan of action from the manager on duty. I'll be making a first thing in the morning call to talk with... maybe someone who can get something done. The adventure continues... So I made a call to the manager, Sarah at Leon's NOTL, that was at 2:30... still no response on day 5 of my ordeal with the Leon's customer service team. They had no problem taking my money for this couch...all I'm looking for is for them to do the right thing in a timely manner and give me what I've already paid for, it shouldn't be this hard. I'll be chatting with Russell tomorrow...and the adventure continues. Well here we are on day 6...no reply from Sarah at all on Monday after I'd left a message on her voicemail. Let's see what Russell has to say later today...to be continued. Well yesterday I ventured down to the store itself to find the store manager, Mark. He invited me into his office and got busy trying to locate the correct piece of the sectional sleeper to make things right for me. Around a half hour later he'd located the piece and made arrangements for delivery next Friday, still a little longer than I'd liked but it's getting exchanged. Hopefully we have no more issues, we'll see. I'm keeping my fingers crossed on this one... So the exchange took place 15 days after the first delivery and this time all good. The exchange went smoothly, so I'm glad to say we are now finished with our couch fiasco. Hopefully this doesn't happen to anyone else again. I'll change my 1 star to a 3...