ComplaintsforEl Dorado Furniture

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a leather power couch from El Dorado Furniture for $2,000.00 in **************, **. The couch we purchased, in under 30 days, developed many issues. We sent pictures to our salesman ****** and he said the couch is defective and has never seen anything like this in his many years in the furniture business. El Dorado sent a third party furniture tech to examine the couch. The service technician explicitly informed both my wife and me that repairing this couch was not possible. Additionally, he mentioned his belief that the couch had been used prior to my ownership. Unfortunately, El Dorado proposed solution of a new frame will not resolve the following issues:1. The leather has developed a peachy color in certain areas.2. The leather surfaces of the couch have stretched, resulting in unsightly wrinkles throughout.3. The left side of the couch is no longer aligned with the right side. There is a noticeable 1 3/4" drop on the left side compared to the right side. The couch is completely misaligned. I have attached photos showcasing all of these problems.El Dorado wants us to wait 15 to ****************************************************************** It is disheartening to have a brand new couch that appears over 10 years old within a month and the company who sold it to us is not willing to exchange the couch for a different one.

  

  Business response

  05/02/2024

  As a one-time courtesy the customer was offered a re-selection. The customer was informed that the manufacturer's warranty cover technician services and parts. Technician reported that in addition to the wrinkles the unit was stained. 
  
  

  Customer response

  05/02/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********************************* April 11th ***** Subject: Urgent Resolution Required; Discrepancy in Account Balance and Interest Charges Account ending in 4251 Dear El Dorado Credit Card Services,I hope this email finds you well. I am writing to address a concerning issue regarding my credit card account with your institution. Upon reviewing my recent statements, I discovered a remaining balance that I believed had been fully paid off. 1.Timely Payments: Throughout the duration of my credit card usage, I have consistently made payments on time, ensuring that all outstanding balances are settled promptly. This demonstrates my commitment to responsible financial management and adherence to the terms and conditions outlined by your institution.2.Lack of Notification: Despite the accumulation of interest charges, I have not received any communication or notification from your end alerting me to the remaining balance or the accrual of interest. As a diligent cardholder, I rely on accurate and timely updates from your company to manage my finances effectively. The absence of such notifications has contributed to the misunderstanding of my account ****************** Nature of Interest Charges: The continued accrual of interest charges without any notification or intervention from your end is concerning. This lack of transparency can be perceived as deceitful and erodes the trust between cardholders and the credit card issuer.In an effort to resolve this matter amicably, I have previously contacted El Dorado Credit ********************* to address the discrepancy. Therefore, I kindly request that you review my account and promptly remove the accrued interest charges. Failure to address this matter in a timely manner may result in legal action, as I have been attempting to resolve this issue in good faith for several months.Thank you for your understanding and cooperation.Sincerely,******************************************* *************

  

  Business response

  04/23/2024

  This grievance was erroneously directed to us and we will promptly redirect it to ************** as it pertains to the El Dorado Furniture BLUCard credit card they administer. ************* will thoroughly examine and investigate the complaint, reaching out directly to the customer to provide a resolution.
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  El Dorados Blue Card promo is a complete and utter disgrace. I have great credit, have NEVER been late on a payment and was charged $1,200 in interest rate when my last payment was only $237. I unfortunately was away on vacation for the holidays for the month of December ********************************************************************************** the month of December.Nonetheless, I paid my $195 monthly payment (which is more than what I need to pay) while I was away and nothing alerted me that my promotion ended on the 16th of December. So I paid my $195 as usual and told myself thats amazing by next pay ****** Ill be done paying the couch I purchased with the promotion that was given.Fast forward to next payment due date, I logged in to pay my remaining balance and was charged the acquired interest of the full couch! Not only on what was due on the card. I spoke to their bank customer care respresentives who rudely clicked on me TWICE and told me there was nothing that could be done. Despite my great credit report and my on time monthly payments no one was able to waive the $1,200 interest rate for a 7 day difference of when the grace ****** would have ended.To not ruin my credit, I paid the FULL amount to never have to deal with this company again. And I get an email notification that for the month of janurary I now owe $23 and some cents for interest. Are they serious?!?! I paid the entire amount in full to not have to deal with these scam artist and when I spoke to the representative they told me although I paid my last statement in full I still acquired an interest in the total amount. This company is a scam.

  

  Business response

  03/04/2024

  This grievance was erroneously directed to us and we will promptly redirect it to ************** as it pertains to the El Dorado Furniture BLUCard credit card they administer. ************* will thoroughly examine and investigate the complaint, reaching out directly to the customer to provide a resolution.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 23 I purchased a couch and ottoman order numbers 0508320WGGM and 0509320ZTVY. The items were delivered in June and within a month we noticed problems- the color of the leather hide was coming through the white top color of the leather. In September and October and November. I reached out via phone calls and did not receive any resolution.On 11/30/23 **** stated a service ticket. 12/14/23 El Dorado service tech came to the house and determined that the couch was in fact defective. 1/3/24 El Dorado sent a claim into the manufacturer. On 1/5/24 manufacturer denies warranty claim and sets appointment for 1/19/24. I take the whole day off from work to meet with the manufacturer tech for now the second time. They do not show up and instead, reply to my email with the response that they reviewed the pictures and determine that there is no need to come out and assess the couch in person that they were denying the warranty.Why I am dealing with the manufacture, and El Dorado is not is beyond my comprehension. The manufacturer did decide to set another appointment on 2/1/24 like a complete idiot, I took the entire day off of work again, and of course they did not show. I made **** aware of the situation, and of course there has been no resolution. I paid almost $4000 for a couch that I would not have paid $400 for a garage sale. Its a hideous couch that we do not want in our home. The Eldorado suggested that it could be a mold or fungus in which case our health may be in jeopardy.

  

  Business response

  02/21/2024

  The customer was informed parts for his ******************** have been ordered.Also, once the parts arrive a technician will be sent to install.
   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/22/23, I purchased a dinning room set (order #*******UMEZ). The 4 chairs are all peeling. I contacted El Dorado in November of 2023 to have them repair or replace the chairs. They are refusing to honor the warranty. They refuse to even inspect the chairs. I want all 4 chairs replaced as they are peeling & are becoming unusable.

  

  Business response

  02/06/2024

  We will sending a technician to the customer 's home to determine the cause of this issue with the chairs. We will keep the customer informed.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sofa from El Dorado in October of 2022. The sales lady talked us into getting the extended 3 year coverage as well. She assured us that the company they used was wonderful and anything that went wrong would be taken care of. fast forward to November of 2023, we noticed that there was a rip in one of the sections of our couch. upon further investigation. We realized that a Spring had broken in the couch, causing the rip from the Spring sticking out underneath. . we filed a claim through the warranty service that we paid extra money for, they sent a technician out to evaluate the problem, and take pictures and then told us they would get back to us. they then sent us a very vague email saying that there was a resolution to our problem. upon checking this email. The company offered us $300 and said that they wouldn't be fixing our couch. this is crazy because the couch is only a year old and it's a problem on there in ***************. I email back stating this wasn't acceptable and I wanted to speak to somebody else about this issue. nobody ever responded to me. I emailed again. Nobody ever responded to me. there's nobody ever responded to me. there's no phone number. There's no nothing to get ahold of these people. That they use for the warranty company. So I contacted el dorado comma and they basically told me that i'm out of luck and it's not their problem. It's crazy to me if they would sell this extended warranty and use this company and they literally treat their customers like c*** So now that I didn't quote on quote respond In time to the warranty service, if that's what you want to call it, they've closed my case and they're not offering me anything. And now refuse to respond to us again.

  

  Business response

  02/02/2024

  We contacted the customer to offer a resolution. Unfortunately, the customer informed us they do not longer have the furniture.

  Customer response

  02/02/2024

   
  Complaint: 21184096
  
  I am rejecting this response because: 

  While they did reach out to us to ask what was going on, they only offered to have ** resubmit the warranty claim and deal with the same company all over again. When we told them that wasn't going to work for us for multiple reasons, they were upset that we no longer have the furniture. Of course we don't have the furniture anymore. It broke. We had no choice after they refused to fix it to donate it to chairty and buy yet abother couch.we have been trying since November to get this resolved. This business is terrible. 

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

  

  Business response

  02/14/2024

  The warranty company offered the customer a resolution, the customer did not accepted. The customer gave a away the sofa. Unfortunately, they do not longer have the furniture.The case is closed in our end.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear El Dorado,My name is ********************* and on 5/20/2021 I purchased a full sofa bed Mattress, my email is **************** and my phone number is ************. When I purchased the sofa bed I also purchased the 3 year smart choice general insurance. About 10 days ago I noticed peeling on the right side of my sofa and on both sides but more so to the right side, the integrity of the cushions is weakening causing my son and I to sink into the sofa, the cushions where you both sit and lay are both very weak. Along with the weakness of the cushions, I noticed that the leather is also becoming extremely wrinkled and weathered. This sofa is only about 2 years old and to think it already looks this wrinkled, astonishes me. The sofa now has a sort of dent in both sides that I want to be looked at by someone coming over to my house. We havent even used the mattress under the sofa. I would like for someone to come to my home and take a look at this sofa please. This sofa is used regularly and is well taken care of here, we have not abused this sofa. I would like this to be fixed as soon as possible.

  

  Business response

  01/30/2024

  The merchandise was delivered on 05/27/2021, the reported damages are outside the warranty year for manufacturing defects. The customer has acquired the smart choice accident plan. The customer needs to file a claim with them, if applicable.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a piece in May 2023 along with several other pieces.This December I noticed severe bubbling in the bottom left corner of the console table and called the warranty serviced I had purchased at the time of furniture purchase from the store. I filed a claim, sent pictures etc and a few days later I got a response from the warranty company stating the piece was not even a year old so it was still under manufacture warranty and to call the store. I did and they sent someone over to look at it. Several days later I called asking what they were going to do to resolve the issue and the store said they would not replace it ( its still available, now at a much lower price) and they couldnt help me. They told me to file another claim with the warranty service. I told them I already did and was told it was their responsibility so what would that accomplish? I did contact the warranty service again several times and their response is its the stores responsibility please contact your store we can not help you. I find this cat and mouse game ridiculous from a store Ive spent $30.000 in. I just want the piece replaced while its still available. Is that too much to ask from a loyal customer? Obviously there are issues with this piece since it is now half the price I paid for it. Ive purchased so many items in this store that when I go there the staff actually knows me! How can you treat a loyal customer this way?!

  

  Business response

  01/11/2024

  The customer will be receiving a new console table on 01/13/2024.

  Customer response

  01/12/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a duo power recliner sofa from El Dorado Furniture on 08/21/2023. Sofa delivered on 08/25/2023. I purchased a extended warranty as the same time. On December 4th the right side power recliner would no longer function. I contacted the Extended Warranty (12/08/2023) and was told that I would have to deal with El Dorado directly because the sofa was under one year old and the extended warranty starts afterwards. I contacted El Dorado on 12/11/2023 via email and I received a reply on 12/13/2023 starting my Request for Service as submitted and someone would contact me within 24 to 48 hours.On 12/14/2023 I received an email stating a technician would be sent to inspect and repair the unit if possible. Technician did inspect sofa and we were told the motor needed to be replaced. On 12/28/2023 I called El Dorado asking what the current status of repair. I received an email the same day stating that El Dorado needed to order a footrest motor for the unit. It was stated in the email that the part could take ***** weeks to arrive. I replied to the email stating that this was NOT expectable. I had that sofa for little over 3 months before a major mechanical malfunction occurred. The reply from El Dorado Warranty Claims Specialist was to attach the warranty paperwork stating that El Dorado is only responsible to provide services and part orders free of cost. I have attempted to deal with El Dorado Furniture ***************** without a reasonable outcome for me as the consumer. A ***** week wait for a part in ridiculous. What is the point of a warranty if you have to wait so long for a replacement part.

  

  Business response

  01/11/2024

  The customer was advised since part was ordered on 12/22/23 that parts could take ***** weeks. However, if the part was in our local warehouse it could take days. On 01/03/2024 customer was advised that the part was available in our local warehouse and that we needed to schedule the delivery of the part. Customer scheduled the delivery of the part for 01/12/2024.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a full MF sofa bed at El Dorado furniture, the wrong color was delivered

  

  Business response

  01/03/2024

  After reviewing the technician report, they advised that this is a manufacturer's defect. We are working with the manufacturer regarding this, and will reach out to the customer once we have a response.

*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. ↩