ComplaintsforEl Dorado Furniture

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17th 2022 my husband ******* ********* and myself went furniture shopping at El Dorado. El Dorado is the only store in which we visited. We like the quality of their products and we are Blue card holders- we've purchased several items from them in the past. That being said, we had made a purchase of a dinning room set and two barstools. We asked about delivery time frame, our sales associate explained it would be a couple days and she'd reach out when she had a date available. She done so, and scheduled us for July 20th, 2022. Upon delivery the delivery drivers sat in my driveway putting the furniture together. At that time I noticed that one chair had damaged leather and one barstool also had damaged leather. I refused delivery of the one chair and one barstool. My sales associate assured me that I would have another delivery date and all would be corrected. Our next delivery date was July 26th, 2022. This delivery arrived in the rain, began putting the chair and barstool together and AGAIN the chair had damage, and the barstool did not come with hardware to complete the process.. a complete disaster and they left. I reached out to my sales associate and called a manager- NO REPLY from a manager, I called twice. Then I received an automated call stating I had a delivery for Saturday July 31st, 2022 between 1:30pm-3:30pm - in which I had already left a message for the manager that I had prior engagements Saturday afternoon, I was assured that by 3:30pm they'd deliver my furniture. I had my mother waiting for the delivery she had to leave by 5pm and they had not arrived yet!! My 18 year old daughter thankfully was able to accept delivery- HOWEVER, both the chair and barstool are damaged- they look just like the original delivery I had refused due to damage. I am highly upset over the entire experience and saddened by the lack of communication or assistance from the management team. I have spent 15 years in customer service and this is not how to do business.

  

  Business response

  08/23/2022

  Business Response /* (1000, 7, 2022/08/15) */ The referenced furniture will be exchanged. The exchanged is scheduled for August 18, 2022. Consumer Response /* (3000, 9, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told previously that it would be handled properly and it has yet to happen. I thought the El Dorado would go above and beyond to keep a customer and do right by them, sadly that hasn't happened either. I am hoping that this delivery goes as planned and the managers and corporate offices will take into account the experience we have had and try to make it right. Business Response /* (4000, 11, 2022/08/17) */ We will follow up on the customer's exchanged schedule for August 18, 2022 to ensure that it is completed.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint on 5/13/2022. The complaint number is XXXXXXXX. For some reason you closed out this complaint when nothing has been resolved. El Dorado is continuously giving us a run around. They refuse to acknowledge any responsibility. We purchased this couch from el dorado, NOT FROM THE MANUFACTURER!!!! We put our trust in El Dorado!!! Please help us resolve this issue. We purchased this couch less than a year ago and after 3 months the fabric started to crinkle. We complained immediately!!!! Now the recliners on the couch are making a sound that sounds like it is breaking!!!! We spent a lot of money on this and we are not rich people!!! We just want a functioning couch!! Thank you

  

  Business response

  08/08/2022

  Consumer Response /* (3000, 12, 2022/07/20) */ Today is July 21st and we are still waiting for El Dorado to respond. Business Response /* (4000, 17, 2022/08/02) */ El Dorado Furniture will send a technician to fill the cushions and replace the casings

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A couple of months ago, I bought some furniture at El Dorado (Order XXXXXXXRP68). I ordered one of the sofas with a battery, and every battery installed dies with minimal use. Several battery models have been installed, and all get broken after installation. I have contacted customer service to solve this issue, and they directed my phone call to the store's staff. Now, the store salesperson is advising me to contact customer service and see if they could help me. I paid $699.00 for a 3-year warranty, and this sofa has had problems since the first month. The store is refusing to replace the sofa and the battery. Please note this situation started within days after receiving the item, and it was reported to the store immediately.

  

  Business response

  06/07/2022

  Business Response /* (1000, 11, 2022/05/06) */ Contact Name and Title: Rita B. Contact Phone: XXX-XXX-XXXX Contact Email: ****@eldoradofurniture.com A technician will be scheduled to visit the customer. Consumer Response /* (3000, 13, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, I must express my dissatisfaction with the process. El Dorado Furniture is trying to send a technician to my house, but no appointment has been scheduled or confirmed. Initially El Dorado staff gave me the option of changing the sofa if the battery didn't work. I have replaced more than 3 batteries and the problem still the same; so, paid for a product with problems since the moment that was received. Please keep in mind that I paid for, and item and I have been unable to use it at 100% of the capacity, I have reported the issue more than 7 times, and I have dedicated more than 60 hours to this situation. Due to the bureaucracy I still without solution. Business Response /* (4000, 15, 2022/05/17) */ Part of the process to address this situation is to have a technician assess the product. We have submitted a request for a technician to contact the customer in order to schedule a visit. The technician has informed us that they have reached out to the customer in order to set up a date for the visit but have not been able to schedule a visit because the customer is not available on any of their service dates. In order to move forward it is important that we obtain a technician's report. Consumer Response /* (3000, 17, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I must admit that I am impressed with El Dorado Responses; according to them the warranty company couldn't visit my house because I wasn't able to meet their schedule, and that is correct. What EL Dorado is not reporting is that I have missed hours of work and time with my family to meet their staff. I have changed my schedule to receive El Dorado staff more than five times in my house; I have visited the store to bring furniture parts two times, I have called El dorado more than ten times to solve the problem. They are manipulating the time to use the warranty; I was promised by the salesperson a furniture replacement, and here I am reading a business response full of grey areas and excuses. I reported the problem within days, and I still have the problem. Note: The appointment is scheduled for 5/19/2022 a Friday during bussines hours. Consumer Response /* (2000, 22, 2022/06/07) */ This response was taken verbally by BBB: The tech has been here and made repairs. So far so good. Added a power saver in order to try and keep the battery working.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction: December XX-XXXX Sales order- XXXXXXXDM76 Customer- XXXXXXX Sore- 17 Partial order cancelled first week of January Salesperson confirmed cancellation and refund issued soon after. After months and several calls to store was given different excuses. Lastly called store manager first week of March but as usual she was busy. Decided to drive to store and confronted manager. As refund was not issued, we requested check refund to be send by mail Manager needed us to send her an email with some more information. Email sent March 9,2022 Called store today March 18,2022 but manager was not available. Please help us *****/ ***** *****

  

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/23) */ The refund for this customer was processed by our Store on March 12, 2022. The bank submitted the refund to the customer's account on March 14, 2022.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sofa at El Dorado furniture ( Coconut Creek, Florida) Feb. 27th 2021. The reclining chair came damaged, but unfortunately we did not notice it until July/ 21. We contacted our sales man (Allan S.) sent him pictures, and he told us that he will take care of it. On the 10th of August we were told that the part was ordered. ( according to the service department) . At some point , we were told that the warranty agreement allows for 16 to 20 weeks delivery. during the past 6 months I received more excuses from Xmas to Covid, to every excuse in the book. Finally at the beginning of January 2022, I was told that the missing part will be in Miami on January 31st, and I will have it fixed by mid February. Today (the 18th of February) after hearing nothing from the service department , I called only to be told that the part is scheduled to arrive in Miami on the 22nd of February. And I was also told by Amanda that we are just now coming to the 20 weeks. I corrected Amanda and told her that we already passed week 27. I asked to speak to a supervisor and was told that this alone will take 72 working hours to happened. In the meantime , another part of the sofa fell apart. I called the service department AGAIN and Amanda told me that she will send the technician to fix it. about 3 weeks later the " technician" came, and told us that his job is not to fix anything but only to report , what part is damaged. it took 3 or 4 more weeks and the part was ordered. In my conversation with Amanda she told me the the guy usually fixes issues like mine, but here he reported that it's not possible to fix it, and the part was ordered on Jan. 27th 2022. I told Amanda that by now they should have replaced my reclining chair, but she said nothing.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/28) */ We have ordered the part - the LSF Arm Panel. We have informed the customer that the part has been ordered and that it will take some time to arrive. As soon as the part arrives we will install the part. Business Response /* (1000, 8, 2022/03/03) */ We are going to exchange the piece. The exchange has been scheduled for March 16,2022

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/31/21, I purchases a sofa from Eldorado Furniture for $1449 which included a three-year smart choice option for $179 (allows for exchanges if damaged). After a few weeks, I noticed a flaw on the sofa (probably a manufacturing issue). I contacted Eldorado who complied with the smart choice and sent another sofa. When the delivery men brought the sofa into my home I saw the same flaw. I pointed it out to them and they agreed the new sofa had the same issue. They called their business who advised them to take back the sofa and return my sofa back to my home (the old sofa had already been removed and out on the street). They both appeared a little annoyed about having to redo what they did (remove the new and bring back the old sofa to my home). When they were about to leave, I attempted to move my sofa back to its original position but it would not move. It was then that I observed my floors had been damaged from them dragging the sofa across the tile. The bottom cushion of the sofa leg came off and the nail underneath was exposed causing rips/cuts in the tile. I contacted my salesperson (Maritza) to advise of the damage and was told they would address the issue. As of this date, I have not heard from Eldorado or the delivery company (which I learned was South Florida Silver when I spoke to their employee, Carlos on 12/3/21. He said he would forward the information to his Supervisor Leliana. Eldorado has called on several occasions to deliver the sofa; however, has not addressed the damage to my new tiled floor that was just installed in July 2021. I requested that my floors be repaired first before receiving the sofa.

  

  Business response

  03/14/2022

  Business Response /* (1000, 8, 2022/03/14) */ I have checked with the Delivery Company. They have contacted the customer. They are waiting for the customer to send them an estimate of the cost to repair the damage. Consumer Response /* (3000, 13, 2022/06/24) */ I purchased a couch from this business last year which included a plan to exchange for defaults or disrepair. Today was the third exchange for the couch which seems to have the same problem (arms of the chair not properly stitched). When I spoke to ElDorado furniture before scheduling this delivery, I asked if someone could inspect the couch first. I was told that someone would provide an inspection. While I was speaking to Eldorado furniture to come to a resolution (while the delivery truck was still there) to keep the couch being delivered and receive a refund, I was told that I would get a follow-up call in 72 hours. In the meantime, I told them that the couch I have now has damaged my floor and that I need to have it removed, The representative told me to let the delivery company leave. I still have a damaged couch that continues to damage my floors if moved. I have designed my home to complement this couch at a significant price. I am requesting that the couch is returned and I get a refund for the inconvenience. Business Response /* (4000, 15, 2022/06/29) */ In this situation we can reschedule the exchange after a thorough inspection of the piece to ensure it does not have any of the damages. There was Delivery Claim submitted for the damaged floor and the Delivery Company issued her a check back in April. The customer sent the released of liability on 04/21/2022. Check # 1179 for $340 was sent via US Mail certified to customer. Consumer Response /* (3000, 18, 2022/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is referring to a case that has been complied with. My concern is the deliverers left my home last eeek leaving the damaged sofa that could potentially damage the floor again.My existing complaint is that it has been 3 failed attempts to send me a sofa that is manufactures as was seen on Eldorado Showroom. I've had to disrupt my home 3 times to accommodate their deliveries. Again, asking for full refund due to inconvenience and redeliver an appropriately manufactured sofa. Thank you Business Response /* (4000, 19, 2022/07/04) */ We have attempted to exchange the sofa. Two delivery attempts have been made. Consumer Response /* (3000, 21, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am requesting compensation from this company due to the inconvenience of disrupting my home on three occasions. They continue to say they are attempting delivery. I will confirm that they have delivered the sofa; however, each time it has been damaged. How many times do I disrupt my home and be inconvenienced having to take off from work. This is now causing a financial burden because I do not get paid for time off. I want Eldorado to reimburse me for the full amount of the sofa due to the inconvenience or deduct half of the cost and send the last sofa they took back.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a chest and the item received was defective. After waiting 4 months with no replacement parts, I was a offered a replacement. I had 5 chest delivered that were broken, scratched and of bad quality. I asked to cancel the order and the customer manager named Maria C., asked me to cancel a claim that I have with PayPal to get my money back and return the defective chest and that she would make it right. After cancelling the claim she stopped being responsive and had to talk to other employees. After that I took time off to received a replacement and everyone of them was damaged by the mishandling of the box that the chest came in. One of the last delivery times, the delivery guys interchanged the original bad part and placed on the new one and lied even when there was a camera where they were working. After talking a last time with Maria C., she asked me if I can take a refund and I said that I would accept a refund and after multiple calls and time wasted the customer support agents told me that she was working with the delivery company to get me a refund when is the fault of El Dorado. I received a replacement that was better than the last on the promise that I would get a refund and the door on this chest is defective again. I want to get this resolved but they are not acting in good faith as they don't return money to customer even if it is their fault.

  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/02/18) */ El Dorado has sent a technician to the customer' home to repair the furniture piece. Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Door hardware was modified to fix but it doesn't roll as it should, it gets stuck when moved all the way to either side. I spoke with the repair person that worked on this and he said that his advised is to change the hardware that makes the door roll and stay in the track. Door hardware needs to be changed and also would like to know why I was offer a refund and never received it. Left a message for Rita, the El Dorado contact as she was not available. Business Response /* (4000, 9, 2022/03/03) */ we are expediting the part order in order to repair the unit.Once we have received it, we will be in contact with the technician to go to customer's home and repair. We are following our procedure as this unit has been exchanged on several occasions and we now need to repair. In addition, the customer will be contacted to update them on where we are in the service process. Consumer Response /* (3000, 11, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting for call from El Dorado for the repair.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 5, 2021, We purchased a glass dining table, and chairs from Eldorado Furniture in Fort Meyers. After a long wait, we were scheduled for delivery on December 3, 2021. Their delivery men arrived at 5:20 pm. Unfortunately, the two men (who were not using a dolly) dropped the very heavy glass table onto my new tile floor. As a result of dropping the table The ceramic tile was damaged. the glass table exploded into thousands of pieces all over my home. We refused delivery of course. We contacted our salesperson at El dorado, and explained what happened. Within a day or so, they agreed to give me a full refund and said they were insured and take full responsibility for my tile floor damage. Since then, I reached out to the salesperson, and their customer service office numerous times, including emails and texts, with photos, in an effort to get my floor repaired, with no success. We want to get an estimate for repair, and have El dorado pay for it. ****** ****** and ****** ****** Order # XXXXXXXAC51

  

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/01) */ We have requested that the customer send us the estimate that she has for the repairs so that we can cover the damages suffered in this situation by issuing the customer a check.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed on order with El Dorado Furniture 1201 NW 72Nd Ave Miami, Fl XXXXX on March 3, 2021. with the expectation that the merchandise a White Corner Bar unit would be in stock After April 30, 2021 as stated on their website and after confirmation verbally from Beltania B. and employee at the store. It was not until April 19, that I purchased White Glove In Home Delivery Service(info attached). I had to call El Dorado several times between May 2021, and September 2021 until the item was finally in stock. Unfortunately, the first deliver date given to me I was out of town. I arranged with ******* ********** & ********* **** ** **** *** ****** *** XXXXX Debra a delivery for September 23, 2021. The item was delivered and assembled. Upon assembly the delivery company noticed a gash in the Bar Corner roof piece. They advised me to call the company on the next business day, as it was already past 6 pm. On the next business day I spoke with Beltania and she informed the piece was in stock and she would have the Export team arrange delivery. I suggested that the check the piece before delivery. The piece was delivered on October 16, and the piece was defective on the other end. Per Beltania on October 22, the new piece was triple checked upon pickup. The piece was not delivered until November 3rd and the piece still had a defect. it was early in the day so I immediately called El Dorado and sent pictures to a Yalianys R.. On November 5, I was told by Beltania that ******* will have to repair the piece. I have left messages with ******* for their supervisor Debra she will not call me back. When I call her phone she pretends she can not hear me then when I call back she doesn't answer. I have informed El Dorado that ******* is not returning my call. Beltania said she would have the Export team get in touch with ******** Meanwhile, no one is calling back regarding this issue. I have ask for a partial refund from El Dorado and they say it is not their fault. Please h

  

  Business response

  12/22/2021

  Business Response /* (1000, 7, 2021/12/07) */ This customer has received a service and the furniture has been repaired.

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