We recently purchased the Pasadena 6-Piece Reclining Sectional with Left-Facing Chaise (with an…read moreadditional seating piece and the 5-year warranty) from the Newmarket location at the end of July. We moved into our first home at the end of August, and the couch was delivered on September 3rd, 2025. After only a few days of use--trying different configurations and adding pillows--we realized it wasn't the right fit for us.
The couch itself is decent, but not what we expected. Because of the U-shape, a lot of seating space is lost compared to a standard corner sectional. The cushions also feel narrower, and the depth isn't as comfortable as we had hoped. Overall, while it's usable, it simply doesn't suit our needs or space.
When we contacted customer service, we were shocked to learn that Leon's does not allow returns or exchanges without a 50% restocking fee. We had owned the couch for less than a week, it was barely used, and it just wasn't what we expected--yet this was the only option given.
The representative we first spoke with said she would escalate the issue to a manager. Two days later, she called back to confirm that the 50% restocking fee was the best they could do. This gave us the impression that customer satisfaction is not a priority, only making the sale. What should have been an exciting milestone as new homeowners has instead turned into an unnecessarily stressful and frustrating experience.
To make matters worse, we weren't even asking for a refund--we wanted to exchange the sectional for a different couch at Leon's, one that was actually more expensive. Unfortunately, the store we visited to inquire about the exchange explained that since each Leon's is franchise-owned, they could not process a return or exchange for an item purchased elsewhere. As a customer, however, Leon's should feel like one unified brand. Instead, this policy has left us feeling alienated from the company as a whole.
On Friday, the manager called and spoke to my boyfriend, but nothing changed. By Sunday, I called again and spoke with a more understanding representative, who admitted the situation was out of his hands (since it had already been escalated to a Store Manager) but assured us the Store Manager would return the call.
Overall, this experience has left a very negative impression. Not only will we no longer be purchasing the more expensive couch we were prepared to buy, but we will also be avoiding Leon's entirely in the future--and we will be sure to share our experience with others so they are aware of these policies before making a purchase.
Update:
The Store Manager did not call at the promised 11:30am. I called back at 12:00pm and was told she was on another call but would return mine. She eventually called at 1:30pm, but since I was at work, I asked if she could call the next day after 2:40pm. She called exactly at 2:40pm, and we went through the same conversation again. She remained firm that the only option was a 50% restocking fee.
When we asked to speak with her superior, she insisted multiple times that she was the Store Manager and that there was no one above her at the store level. We explained that we wanted to escalate beyond the store to someone at corporate. Eventually, she provided us with the corporate contact number.
I called and was forwarded to the complaints department, where I left a message. About 35 minutes later, someone from that department called me back and left a very pleasant voicemail (I was on another important call at the time). I returned her call within 20 minutes and left a message in response. That is where things currently stand.
Will edit post to include updates as they come.
