My husband and I purchased almost $4000 CND worth of product from the SE Calgary Leon's location in January of 2012, including a bedroom set and high-end leather sectional. We were very pleased with the our sales representative and the financing offered. Our order #01112CASIGK.
Unfortunately our big beautiful couch was delivered to us BROKEN! For now lets just ignore the fact that this product SHOULD have been checked prior to leaving the warehouse to ensure it was in proper working order before delivery. I understand that the delivery staff are being paid for their heavy-lifting skills, not for quality control. However, I would question the ethics of a supervisor that approved the delivery of a broken product.
We immediately reported the condition of our couch to the Customer Service department, who in turn passed us on to the repair/maintenance department. A repair Rep did come out to our home to assess the problem and we were informed a new part was required for the broken reclining mechanism, he said it would be ordered and fixed within 2 weeks. After numerous follow-up calls through the spring, we were finally informed that the part had not come in yet.
Let me reiterate that this was OVER 6 MONTHS AGO, and we still have not seen or heard a resolution.
Now it is commendable for a company to have a rock-solid "Peace of Mind" guarantee printed on the back of every receipt, as long as said company can stand behind it. But unless we are offered an "exact replacement with no extra charge", as this states when a product cannot be repaired, this "guarantee" is as useful as toilet paper.
Anyone that works in a high-pressure customer service position would understand the importance of resolving customer complaints quickly to avoid any further escalation. Our numerous attempts to resolve this issue via phone calls and now 2(two) complaints via the Leon's website, have gotten no response. Situations like this should be addressed and rectified BEFORE the customer is frustrated to the point of submitting bad reviews online that are detrimental to the companies reputation.