TL;DR: Sectional purchased was fine, but the customer support has been abysmal. It's been nearly A…read moreYEAR, and our under-warranty couch is still NOT FIXED.
I want to preface this by saying that this whole experience has been so bad that I'm writing this, my first ever negative review.
In January/February 2019, my husband and I purchased a sectional from Leon's in Brockville. The process was easy, and due to the fact that we have a toddler, we also bought the extended warranty. Sectional arrived in good time and was set up, no complaints there.
In December 2019, one of the footrests got bent and can't be pushed back in, so I contacted Leon's as we were still under the one-year manufacturer warranty (not even our extended one). I was told they needed to get a part and then they would get back to us.
In February 2020, after not hearing anything, I followed up by email and was told they were still waiting on a part from the manufacturer. Then the pandemic happened, so I left things, figuring with everything being crazy, it would be a while.
In July 2020, I followed up (again, notice that no one ever contacts me to update, I have had to follow up every time). The original person that I was dealing with was no longer there, and I was told again, that they were still waiting on the part.
On October 2020 (the 15th), I sent another follow up, expressing my dissatisfaction that it's been nearly a year, and our couch is still broken and asking for an update. I never got a response from this email (it's been over two weeks) so here I am, writing this review.
When we were deciding on which sectional to buy, the other store we were looking at had reviews that said if there were issues, it could take them a few months to sort them out, so we went with Leon's. Apparently, that's who we should have gone with, because our couch would be fixed by now even with their delays.
If you're looking for good customer service and support, look elsewhere. Once they get your money, they apparently don't care.
