Complaints

This profile includes complaints for Leon's Furniture Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Leon's Furniture Limited

  45 Gordon MacKay Rd PO Box 1100 Station B North York, ON M9N 3X3

• 

  Leon's Furniture Limited

  10 Suntract Road North York, ON M9N 3N9

• 

  Leon's Furniture Limited

  1500 Victoria St Whitby, ON L1N 9M3

• 

  Leon's Furniture Limited

  255 Bremner Blvd. Toronto, ON M5V 3M9

• 

  Leon's Furniture Limited

  201 Britannia Rd East Mississauga, ON L4Z 3X8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a fridge from Leon’s Furniture 3 yrs ago. The fridge died over the Labour Day Long Weekend. The compressor needs to be replaced. The extended warranty cost a-lot of money, but has been completely useless. There are only 2 technicians available and the part was not in stock. After a day full of phone calls to Leon’s, *** and **** *** ***** Warranty, we have had terrible service and have been told that the repair will be done in 3-4 weeks when the part arrives. *** *** **** **** ** ****** *** **** * ****** *** *** ** ***** * ** ** ******** ********* ** *** **** *** ** ******** ** ******* *** ******* ***** There is a possibility of a replacement fridge after a lengthy investigation. But no one will take accountability … **** ** ******* *** **** ***** ** ******** ********** ***** ******* ****** ******** ******** ** *** ***** *** ****** They even refused providing a loaner fridge!
  ************ **

  Business Response

  Date: 09/09/2025

  Good day. Thank you for bringing this to our attention. We have reached out to the senior supervisors at **** *** ***** for their review of this file.

  They will be in touch to discuss options.

  Kind regards. 

  Customer Answer

  Date: 09/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There has been no follow up from **** *** *****, every time we contact them they change the messaging and have now told us the wait time for the repair is fair and reasonable (we are on day 10 now with no ETA of part availability or install date ). ***** ******** ******* ** ********* ***** *** ********** *** ** ********** **** ***** They refuse to let you speak to a manager and tell you something different every time you call. At this point we have stopped calling them ** ** ** ** *********. ** ****** **** ** ** ******** ********* ******** ***** ** ****** **** **** **** ************* ** *** *** ****** We spent over $4000 3 yrs ago and purchased the extended warranty *** ****** *** ** ******** ** ******* ******* **** ******* 
  At this point we would like the extended warranty refunded to us. And an in-store credit at Leon’s to purchase something. We have now bought a new fridge because we couldn’t wait anymore.

  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 22/09/2025

  We sincerely apologize for any inconvenience this may have caused and hope you are satisfied with the resolutions provided by **** *** ***** & Leon's.
  
  If you have any further concerns that require attention, please email us at *********************.
  
  Kind regards
  
  
  

  Customer Answer

  Date: 22/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I we received no apology from Leon’s furniture, they simply replied stating that **** *** ***** would follow up with us. ****** ********* *** *** **** *** ******* ** ******* *** *** ********** They continue to sell extended warranties from **** *** *****. Our fridge completely stopped working after 3 years, yet there was no sense of urgency to assist us with repair by either company. We spent over $4,000 at Leon’s furniture 3 years ago, our fridge alone was $1800. The extended warranty was $475. After 10 days with no fridge and no ETA for the part to be in stock, we purchased a 2nd fridge from Leon’s for $1300. We hoped a complaint to Leon’s head office would assist us in a fair resolution. In the end, **** *** ***** offered us $898 store credit for the delayed part. The stated this was a pro-rated amount. This amount was applied to the 2nd fridge purchase. We believe that we should have received an apology from Leon’s, *** *** ** *** ** *** ****** *** ********* ***** the $898 that was credited to us was completely inadequate. ****** ********* *** **** *** ***** ******* ** **** ****** ********** **** *******. We waited 3 weeks for the credit. Good customer service would have included a sincere apology, offer of a loner fridge at no expense to us. The extended warranty was $475. We now believe that this amount, as well as the balance of the new fridge should be credited back to us. This would be the right thing to do. This should be in cash … $475 + $400. We are requesting a cheque be mailed to us for $900.
  
  Sincerely,
  

  **** ******

  Business Response

  Date: 30/09/2025

  Good afternoon. I'm sorry to hear this. 
  
  Regrettably, Leon's is simply a retailer, not a warranty provider.  During the first year of ownership, the manufacturer is the warranty provider. **** *** ***** cover and administer the extended warranty (after one year of ownership). The services are booked through local, certified technicians or depots. 
  
  Kind regards.

  Customer Answer

  Date: 01/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Leon’s furniture should accept responsibility for customer service *** *********** **** **** *** ******* *** ********* ******** ********** **** * ******* **** *** * **** *** *********** ****** *** ***** **** ************** ** ********** *** *** ********** They simply pass the buck by saying it is a **** *** ***** problem, yet they continue to sell their expensive extended warranties. After spending several thousand dollars at Leon’s we did not even get a phone call back ir an apology. ** **** **** ** ** ************** *** ** **** ** ******* **** **** ** *** **** ***** ***** **********
  
  
  
  Sincerely,
  
  
  
  **** ******

   

• Initial Complaint

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an order from Leon’s furniture ** ** ******** **. It was delivered Aug 31 but was missing a mattress protector. I called Aug 31 to inform them but Leon’s offered no solution. I called Sept 2 for a refund but it was refused and no solutions provided. Leon’s has ****** $168.37 and managment hung up on me because I want a refund.

  Business Response

  Date: 08/09/2025

  Good afternoon, ******,
  What was not mentioned in your message is that you received an order with two pillows in error.
  As discussed with the store, please return the pillows, and they will either provide you with the mattress protector or issue a refund for the price of the mattress protector.
  Kind regards.
  

  Customer Answer

  Date: 12/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not order pillows and did not receive the mattress protector I did order *** *** ***** ** ***** *** * ******* *** ********. At no point did I go into a Leon’s store so now you are requiring I go to store and defend holding my funds. *** *** ******** **** ** *********
  
  ***** 

  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:28/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 1, 2024 we purchased a ********** fridge from Leon's Furniture in London, On. Our salesman ******* * assured us the fridge had adjustable wheels for leveling once it was set in place. We received our appliance on Oct 16/24 only to find it did not have adjustable wheels and it had a damaged door. We immediately returned to Leon's to discuss these issues but were told to contact the manufacturer, they would not help us with anything including the issue with the salesman assuring us the fridge had adjustable wheels, so for 10 months our new fridge has been sitting on a piece of wood to keep it level, it took months to have the door replaced along with a broken stabilizier bar.
  
  We paid 948.00 for the fridge, extended warranty 209.95, 30.00 for haul away total with taxes 1342.38.
  Now in the last two weeks the fridge has stopped working twice and started working again on its own, called the manufacturer and were told it has to be not working in order to send a Technician and if I insisted on getting a Technician they would charge me a service call fee even though it is still under the one year warranty.
  ** **** **** ******** * ****** ****** **** **** ****** ********* *** ********** ************ *** ** ** ** ********* ** ****** ****** *** * ** ** ** ******** ****** This is not what we paid for, all we wanted was a fridge that had adjustable wheels and not damaged.
  
  We want a Refund for the full amount *** ** ***** **** ** **** **** ***** *** ********* **** ****** we do not want it repaired, we do not want to have to deal with this again in a month or two months, ***** ********* ** *** ***** ****** ***** ******** *** ** **** **** *** *********.
  
  We have tried calling ********** head office in Mississauga and can not get anyone to speak to only to get referred to their 1-800 number,

  Business Response

  Date: 08/09/2025

  Good day

  All delivered sales are subject to the factory warranty provided by the manufacturer. In your case, the manufacturer did replace the refrigerator door under their warranty.

  Back in November 2024, the store offered that, once the door was repaired, you could reach out to discuss the option of reselecting another refrigerator, subject to a restocking fee. Unfortunately, we have no record of further contact from you until August 2025, when you reported that the fridge was not working. Since the refrigerator has been in use during this time, the option to exchange with a restocking fee is no longer available.
  At this point, any concerns with the product must be addressed through the manufacturer’s warranty, which remains in place to assess and repair issues as needed.

  Kind regards. 

  
  

• Initial Complaint

  Date:28/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leon's delivery drivers damaged our railing (both scratched the powder costing top and stripped the bolts leading to a loose 2nd story railing when they put the couch on top and pushed it on top of the railing) and walked through our screen door damaging the entre screen door. They also damaged the couch being delivered during this event. We are attempting to have them repair the damage that their delivery drivers caused on Aug 1, 2025 and they still have not done anything about it as of Aug 23 after numerous attempts to communicate. Our issue is still not resolved and we have a safety concern that was brought to their attention yet remains un-resolved. **** ** ***** ******* ****** ** ******** *********************************************************

  Customer Answer

  Date: 20/09/2025

  I received a settlement today, so you can close the claim.
  

  
  

• Initial Complaint

  Date:28/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased couches in April.
  Told we would receive them when we moved in, beginning of June.
  
  In June we were told we would get them by the end of the month.
  
  In July we were told, in the middle of the month we would receive them.
  
  End of July we were told August 2nd. That was the for sure date as it was on the truck supposedly.
  
  AUGUST 10th- turns out the manufacturers were on vacation ??
  It is now August 22 and no answers to what is happening.
  No offer of compensation ***** ***** **** ***

  Business Response

  Date: 08/09/2025

  Hello, and thank you for reaching out.
  Regrettably, we are unable to view franchise store orders directly. Please email us at ********************* with your sales order number, and we will connect with the store owner on your behalf.
  Kind regards
  

• Initial Complaint

  Date:28/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the handling of my warranty claim regarding my couch, purchased from your store.
  
  Between June 23 and August 21, I have had five conversations with your service team, including two promised call-backs that never occurred. Despite repeated attempts to resolve this, the issue remains unaddressed.
  
  A technician was sent to assess my couch. During the assessment, he asked if I had been “jumping on the couch,” ***** * ***** ************* *** *********** * ********* **** * ** ** ** *** **** ** ******* ** *** **** ** ** ********** The technician then noted that the arm required repair and, due to the extent of work and warped cushions, the couch would likely need to be replaced under warranty.
  
  However, shortly afterward, I received a call from a service representative stating that the technician reported the damage as “wear and tear” and therefore not covered under warranty. **** *** **** ********** *** ************* ********** ***** **** *** ********** **** ** ********* I expressed my concerns, and the representative advised I could wait until November when the extended warranty begins. * **** ** ***** **** ******** ******* ** **** **** ******** ******* ****** *** ************* She then assured me she would reach out to the manufacturer on my behalf.
  
  To date, I have not received any follow-up communication or resolution.

  Business Response

  Date: 08/09/2025

  Please note that warranty coverage is determined by the manufacturer and any extended warranty provider, not the retailer.
  The manufacturer has reviewed your claim and deemed that the sagging you reported is consistent with normal wear, not a defect.
  That said, your sofa arm is scheduled to be repaired once the necessary parts arrive from the manufacturer.
  Thank you.
  Kind regards.

• Initial Complaint

  Date:21/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a mattress and haul away for the old one. I got a call informing me that the mattress warranty would be void without a mattress cover, so I added that item and a second haul away for a box spring. I was assured that the delivery would include one new mattress, and haul away of one mattress and one box spring. All was paid for in full.
  
  Delivery was scheduled for August 12, coordinated carefully to align with my personal schedule and the delivery of a bed frame from another company. When the delivery team arrived, they said they were only able to haul away one item. When I asked them to wait while I contacted customer service, they ****** ******* *** raised their voices at me inside my own home. They refused to let me speak to their manager or wait while I attempted to clarify the situation. When I responded firmly to this behaviour, they chose to leave without completing any part of the haul away.
  
  I spoke to the delivery manager, ******, who arranged a second visit for August 13, but only agreed to take the mattress, not the box spring, although I had paid for both haul away services. No solution was provided for their mistake.
  
  On August 13, ****** confirmed a pickup time between 9–9:30 a.m., but no one arrived. Customer service could not be reached until 10 a.m. I spent 40 minutes trying to reach someone. I overheard ****** and the delivery person arguing on the phone. ****** informed me his driver had not followed the schedule, and would arrive between 11-11:30am. The team arrived at 12:30 p.m.
  To date, Leon’s has failed to refund me for the box spring haul away. They sent a $25 gift card, which I will not use, as I will not shop here again. **** ********* ****** *********** ********** ** ** ******** ******** *** ***** ****** ** **** ****** **** **** * ****** ********* **** * ******** ***** ** ****** ** ** ***** ************** ** **** ** ****** *** ***** *** ******** ** ****** ***********

  Business Response

  Date: 08/09/2025

  This concern has been addressed via email with our corporate office. 

  Thank you.

   

• Initial Complaint

  Date:20/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12 2025 I purchased a ***** ** ** Fridge total value of $2831.72 after warranty and taxes. I had made sure and I was reminded by the sales person to make sure the measurements would fit for my home. I double checked and everything was good. The fridge was delivered July 16, 2025. Upon the delivery people leaving I fit the fridge in the vacant space in the kitchen. It fit perfectly, however with the French door design the left door would not open fully because it would hit the wall. The next day I went back to Leon’s to ask to return it and exchange it. I was told that it would be minus 25% for restocking fee and the I would not get the difference on another fridge if it was lower in price. I said this was unreasonable and the manager refused to come out of her office to speak to me. I explained that the sales person had not mentioned about the thickness of the doors of being an issue. I have in the past several months had bought another fridge and couch prior to this event. I recently called Leon’s again on August 16 try to reason with them again and I was told by the female she had to speak to manager. As I write this I am still waiting. The fridge currently sits in my kitchen unused and unopened.

  Business Response

  Date: 26/08/2025

  Good afternoon,
  
  We sincerely apologize for any inconvenience this may have caused and hope you are satisfied with the resolutions provided at the store level.
  
  If you have any further concerns that require attention, please email us at *********************.
  
  Kind regards,

  Customer Answer

  Date: 27/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response ******* ** **** ******** * **** ** ******** ****** *** **** *** *** *** ** ******* *** ***** ********* **** ***** ** * ******** ******* ******* ********** ***** ** ******* ***** **** **** **** ********* ******* ******** ****** ** ****** *** *** ******* ** **** ** **** ******* ********** * ** *** **** ** ** **** *** *** ***** ** **** **** *** *** ******* ***** ** ** ***** ** ** ** ****** **** **** **** ******** ** *** ** *** ******* *******. The customer service manager indicated that she had to speak to the General Manager and it was not guaranteed that returning the fridge was possible. She told me that she would call us back. As of today August 27 i am still waiting for a call back. I really would like to return this fridge that still is unused and stilled wrapped. * ** *** ****** ***** **** *** ******** ******* *** *** * ***** ******** *** ******* ***** **** ******* ********* *** * ***** *********** ** **** ** *** *** ****** **** * ******.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 29/08/2025

  Hello,
  
  ** ********* *** *** ********** **** **** ****** ** ******* ** *** ******* *** ** **** *** **** *** ***** ***** ******* **** ** *** **** ***** *** ******* *** ** ** ******* *** **** *** *** ***** ********* ********

  After reviewing with the General Manager, we found that this issue was first addressed in July when we explained our return policy. As mentioned online, in the store, and on your receipt, customers need to ensure that items fit in their space.
  
  At that time, the store offered to take the refrigerator back for a restocking fee, but this was declined. Since you contacted us again, your local store is now willing to reconsider this option. If you can send photos of the refrigerator in its current condition, they will look into the possibility of accepting it with a restocking fee.
  
  Please follow up with the store if you want to take advantage of this offer.
  
  Best regards.

  Customer Answer

  Date: 03/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am not sure who i am suppose to contact at the local store to send these pictures and make arrangements for the return.

  To ensure the fridge is delivered in a safe and secure manner i am requesting Leon's delivery people to pick it from my house. I paid for the delivery due to not having the capability of picking it up. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:19/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional from Leon’s in January of 2020. At the time, the salesperson offered us an extended warranty, with a stain protection service. She made it very clear - no claims in 5 years, you get your money back in the form of a store credit. I decided to proceed with the warranty. Fast forward to now, buying my 3rd couch from Leon’s. Again, I get the same sales pitch on the warranty and the refund if unused. So I asked the salesperson, look under my file and you should see an unused warranty. I’d like the refund for that, and I’ll apply it to this purchase. They could not find any record of the purchase. Furthermore, the salesperson said the refund option is new within the last couple years, and it is unlikely they would’ve been offering that in 2020. Even though I still have the stain protection spray, in the little red box it came in, *** *** ***** ****** ***** ** **** ** ****** *** ***** * **** **** ** ****** ******* ** ** ********* **********

  Business Response

  Date: 21/08/2025

  Good afternoon. Regrettably, this benefit does not apply to any plans purchased prior to October 2023. 
  
  The ***** warranty did not exist at the time of your purchase. 
  
  Kind regards.
  
  

  Customer Answer

  Date: 27/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the salesperson at the time of purchase used the refund of premium as a selling feature. You’re confirming that the salesperson used a deceptive technique and outright lied about the warranty. This is still on Leon’s to rectify 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 28/08/2025

  We sincerely apologize, as it seems there may be some confusion.

  
  The salesperson could not have sold a program that did not exist. For furniture warranties, ********** is the warranty provider. Please note that the “If You Don’t Use It, You Don’t Lose It” program was only launched in October 2023.
  

  Best.

• Initial Complaint

  Date:13/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Address visited: *** ****** **** ********** ** *** ***  I ordered appliances in March 2025. It came June and they never came. I asked to speak to the manager and they said I could not speak to the manager. I called the corporate office and they agreed to change my appliances to an ** set. The first week of June we changed to the ** set. Here it is August and I still haven't received my appliances. I went in to talk to the manager and I was told they would have to take my information and get back to me. I want my money back and they won't give me my money back.
  
  I want a refund.

  Business Response

  Date: 21/08/2025

  Good day,  
  
  We wanted to follow up regarding your previous correspondence. The only communication we have received from you is an email in which we requested the associated sales order number. Unfortunately, we did not receive a response to that request.  
  
  Additionally, the phone number and email address you provided do not yield any results in our corporate system. To assist you further, please provide us with your sales order or receipt number.  
  
  Thank you!