Tuesday, 6 December 2011

Leons Versus The Brick - An Internet Showdown


Note: Re-updated.  Darn you Leon's.  Darn you to heck.

Another note:  Re-re-updated.

Since we have a little bit of wedding present money left to spend, and a brand new rental house to furnish, we've been buying furniture.  Specifically a bedroom set from Leons and a living room set from The Brick.  We have had two radically different experiences that I would like to share with you. 


Go shopping at the Danforth store.  Have sales person follow us around.  Choose furniture.  Wait half an hour for the order to be processed.  Wait some more while she wandered around doing nothing and trying to make us buy more furniture. 

Day of delivery.  Wait for phone call, never received.  They show up randomly and deliver furniture.  Footboard is smashed all up.  Dresser drawers are uneven and don't close.  Night table is not put together properly.

Call Leons.  Am told someone will come to fix it.  Specifically describe problems and say, `Will the technician be able to take apart the dresser because that is the only way to fix it?". 

Technician comes.  Cannot take apart dresser.  Fill out forms.  Leaves.  Without fixing anything, except a little paint on the night table to hide the fact it was not put together properly.

Another day off work, waiting around.  This is $80 I could desperately use, Leons!  New footboard is fine.  New dresser is dented.  Given $100 off.

Decide that is not acceptable because the dent is really noticeable.  Call Leons.  Offer to send another dresser and let us keep $100 off for the hassle.

Dresser #3 is broken and cannot be taken off the truck it is so severely damaged structurally, good thing I took another day off work.  We had been assured it was in good condition because a manager had checked it.  Right.  Just like every time I call and they don't call me back and I call again and they say, "O I was just looking at your file and was about to call."  Don't patronize me Leons.

Call Leons.  Ask for a fourth dresser.  No problem.  It will all be fine, Jason assures me.  Bed doesn't go together.  Technician will come and fix it.  Bed is apparently always difficult to put together, but we were told it would be easy for us to do ourselves.

Technician comes and fixes bed for us.  Keep counting, this is day five off work.

Night before Leons is supposed to deliver the fourth dresser, I call Leons in Toronto, they are sure it has been double checked by a manager.  They offer to call the store in Burlington and call me back.  Call back, oops, dresser number four is broken too.  Maybe we have to wait until a new shipment in the end of December?  Who knows.  I ask for a further discount.  Am assured that of course there will be one after the dresser is delivered.

Get a call.  Possibly a dresser for us.  They will deliver it.  I ask the Burlington store about a discount, of course we will get one, they understand that we have taken six days off work to wait around for their delivery guys who never call because the one time we had to be out of the house they promised they would call an hour before so we could get back in time and they didn't call until they were already at the house. 

Dresser is delivered.   It is fine.  We take it.

Wait for Leons to call us about discount.

Keep waiting.

Call them.  Manager will call me back. 

Keep waiting.

Call again.  O, what great timing!  They were just going over our file and about to call me back.  They offer me $100.  The original $100.  No discount for the FOUR extra days off work?  I ask how I can get a hold of head office or someone above the store manager.  Apparently everything is handled through store managers and nothing else.  I only want to let someone know about my issues with their quality control.  Nope.  No way.  I explain that I have never heard of a large corporation that doesn't have an organized hierarchy for complaints.  Still nothing.  If you had a problem with my mall store you could speak to the manager, then the store manager, then the district manager, and you could take it all the way up to the head office if you felt so inclined.  Leons has no such hierarchy.

Fine.  We will take the $100 discount.  Well, we can't actually have it because it is illegal for them to store our credit card number.  Canada privacy act or some such thing.  Husband will have to call with his credit card number.  Half an hour later he gets a message saying they had used his credit card number  that was on file to give a refund of the $100.

What the hell Leons?

The Brick

Go to store.  Find couch I had already seen on sale online.  Buy couch.  The entire process (including driving to and from the store) takes under an hour, and we sat on every couch in the entire store!  The sale only took five minutes.  We bought the couches on Thursday, they offered to deliver on Saturday or Sunday (Leons doesn't deliver Sunday). 

Couches are delivered.  Minor problem, missing legs for one of the couches.  Otherwise everything is in great condition, got offered an extended warranty and given protective spray for couches.

Call the Brick.  They offer to have legs shipped to us. 

Everything is fine, our living room is ready to go and less than a week later we are sitting on our couches in our beautiful living room.

I bet you can guess which store is getting my face punch.  No?  I'll give you a hint.... 

It's not the Brick.

**** UPDATE ****

Yesterday (3 whole weeks after I first posted this and then sent it in an email along with the blog link to Leon's to show them that I mean business about hating them), my Husband got a phone call from Leon's.  We stared, confused, at the call display, wondering what awful thing they were calling to tell us now.  Finally I said, "well you might as well answer it".  He answered the phone and I heard him say, "well you can talk to her", and handed the phone to me.  Imagine my shocked surprise to find out they were calling to apologize for their terrible service, and to tell me they had discussed the problem with their supplier AND in the most shocking news off all, they would like to offer us an additional $200 off. 

In conclusion, I felt like I won.  Although on further reflection I feel what I won was a major battle, that will have minor long term reprecussions for them in that we will not shop at there store any more (ever heard of 'too little, too late' Leon's?), but overall they got rid of their crappy furniture and still got the majority of our hard earned money so maybe they were the winners of the war.

I thought I should update you to be fair to Leon's as a company.  If you would like to put in many many weeks of hard work, calling and never being called back, and leaving messages and never being called back, and having multiple dressers delivered and service men come to your house and $30 in long distance charges on your cell phone and waiting three months for a resolution that may never come and being filled with anger and resentment any time you spend more than five minutes in your bedroom - if all of that seems worth $300 off, then by all means, go ahead. 

Hopefully this is the conclusion of this drama.  But who can know what the New Year will hold?!?!

January 2, 2012.  That was obviously not the conclusion.  Today we checked our credit card bill.  We got $100 back.  Not $200.  Why did I ever bother?  Herm said, well you should call and ask.  But o no, not this time.  I am finished with those liars.  I am sorry I ever felt badly for being so mean and ammended this post.  DO NOT SHOP AT LEON'S.  The end.  For real this time.  O I really really hope so....

February 8, 2012.  Weeks after this whole fiasco we got a random $100 credit back.  So weird Leon's.  So weird....  In conclusion, I really don't know what to say.  Upon further review the furniture isn't even that nice.  It scratches easily.  And dust shows very clearly.  And it wasn't worth all of the hassle, or all of these updates.  I stick with my original opinion, skip Leon's. 

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