ComplaintsforEl Dorado Furniture Corp.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a rug from El Dorado in ************* on June 8th, I purchased this rug at the store with a sales representative. The rug arrived at my house on June 12th, the rug was delivered wrapped so I could not confirm that there weren't any defects. Once I opened the rug I saw there was a stain in the rug. I've been calling el Dorado but apparently my sales representative is on vacation and the manager at the store has been too busy to call me back. I also called corporate. The only thing the customer service representative have been telling me is that I should have reported the stain within 5 days, but the sales representative who sold me the rug never informed me of this so I had no idea I had a 5 day grace ******* I needed to wait for someone who come help me open the rug because it's heavy and I couldn't do it alone. I have been misinformed and I have a damaged/stained rug which I paid a lot of money for. All I'd like done is to have the rug replaced. It rains a lot in ******* and I belive the stain is from the rain.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning,On August 15, 2021, we bought a grey sectional couch at EL Dorado Furniture store in the **************, ******* location. We also bought the warranty service offered by ******* Services. Four weeks ago, one of our sectional pieces broke. It has detached itself from the remaining sectionals. ******* Services sent out a person four weeks ago to look at it. The man said that it was broken. He said EL Dorado needs to pay to fix the sectional or replace it with a new piece. All the papers were submitted to EL Dorado 4 weeks ago. No one has called us back from either ******* Services or El Dorado. We are still under warranty. I'm very disappointed with El Dorado. We have always shopped there and have spent over $20,000 in furniture. I have included the bill of sale and the warranty from ******* Services. Please help us resolve this problem. Thank you for all your attention.*********************

  

  Business response

  07/02/2024

  This BBB complaint has been sent to the warranty company Montage. They will get contact the customer.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two brand new chests from El Dorado Furniture (order #*******ZHID), however I received two defective items. I had two wait for two different technichians to show up to my home two different times and on two different dates to confirm only that the chests are in fact defective. A lot of my time has been wasted because of this inconvinence. Upon receipt of both chests and while inspecting them drawers where functioning properly (empty drawers), however after putting my cloths into both chests, the drawers started to get stuck and were not operable as suppose to. I was unable to get access to my clothes until techicians showed up to inspect. Also, I had to return and replace one of the chests at inception because of a huge scratch it had on the side. El Dorado is selling damaged and defective items to its customers and that is not right or ethicle.

  

  Business response

  06/24/2024

  The customer has a service open for the fourth time. We will wait for the technician report to provide further information.

  Customer response

  06/24/2024

   
  Complaint: 21833045
  
  I am rejecting this response because: On June 14, 2024 at 4:54pm ****************************** emailed me apologizing for any inconviniences. I responded to ******* stating that I am not interested in any exchanges or credits from El Dorado Furniture. I want a complete refund back to my original form of payment as soon as possible. As of today June 24, 2024 I have yet to hear back from her. Also, I have no knowledge of a fourth technician, what is this all about now??
  
  Sincerely,
  
  ***********************

  

  Business response

  07/03/2024

  A refund was issue to the customer. This case is closed.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a power leather sofa and loveseat on 6/13/2023. One of the recliners on the sofa quit working on 11/20/2023. We contacted El Dorado Furniture and they sent out a repair technician on 11/27/2023 to diagnose the problem with the sofa reclining issue. The technician said that the problem was a defective switch on the side of the sofa and that a part would have to be ordered and he didnt have a time frame for the part to arrive. We were informed by El Dorado ******************* that it would take between 8-12 weeks for the part that we need to arrive. We were informed that the parts had arrived on 2/26/2024 and that the repair technician would be calling to schedule a date to install the parts. The repair technician scheduled our repair date for 3/16/2024. The repair technician arrived on 3/16/2024 at approximately 10:30 am. The technician accessed the wiring harness on the sofa and found that the replacement switch wiring connector was not compatible with the wiring harness as the connectors would not connect. The repair technician put the sofa back together and said he would have to contact El Dorado warranty Department on Monday to see what they intend to do? I contacted El Dorado ******************* on Monday 3/18/2024 to see what they were going to do and I was told that they were waiting on the repair technician's notes about the repair to figure out what to do and they would be in contact with us in a few days. I feel that this whole warranty repair procedure has been a completely unacceptable. We should not have to be without a correctly operating sofa for almost 4 months. We would like to have our current sofa repaired or replaced within a timely manner which can not be another 4 months. We are very unhappy with how this has been handled by El Dorado

  

  Business response

  03/22/2024

  The customer received the Sofa on 06/13/****** Months later customer reports that the unit stopped working. As per El Dorado Furniture's one ***** limited warranty, a service with a technician was open to inspect the unit. 
  Service was done on 11/29/2023 and we received the technician report with the pictures on 12/08/2023 and the part needed was ordered and confirmed on 12/13/2023. Customer received an email advising on the next step and ETA for the part on 12/13/2023. Parts take from ***** weeks to arrive.
  Parts arrived sooner than expected on February 26th , customer scheduled the service to install the parts on 03/18/2024. 
  We received the report and pictures from the technician company stating that the switch bottom arrived with the wrong outlets. The manufacturer was informed, and they are sending the switch by air.
  We are still on the time frame provided originally to the customer ***** weeks for parts to arrive. The customer has been informed about this

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased $7,000 worth of furniture on August 29, 2023. When the furniture was delivered the delivery department damaged the bed railing. I have been lied to continually over and over by sales people, managers and the delivery department as to when they would fix and replace the railing. I have called thier corporate office and they refer me.back to the ********** store who continues to lie to us. We just want the bed rail replaced and hope that the material will match the existing bed. This company is absolutely horrible to deal with and once they got your money they could care less about you. Terrible experience from especially the management that lies to you over and over

  

  Business response

  03/21/2024

  On August 23rd, 2023 customer bought a Floor Sample Bed and scheduled delivery with FLS driver for August 30th, 2023.
  On the date of the delivery, customer called to reports that the right side facing side rail arrived with a stain, as a courtesy we placed an order from the vendor (since it was a floor sample) sold as is, no warranty, no exchange, customer stated that it was not like that on the floor the day that he saw it, with that being said a part order was open and ordered.
  Customer was aware of the *** and agreed to wait for it, however side rail arrived end of February 2024, service# *******VW78, was scheduled for March 13rd, 2024 as per customer request, once the Floor Sample driver arrived to the customer and went to assemble the rail, notice that the wrong side of the rail it was sent by the vendor.
  At that point customer refused to wait for another 6 months for a part and request either re-selection or exchange.
  Today March 16th, customer came to the Store to inspect and check the bed on the floor and decided to get the same bed and a pick up document was created along with another order to be delivery and pick up on Wednesday March 27th, 2024.
  Customer was agreed and satisfied with the solution, and now is pending until we delivery and pick up the bed.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered new couch, delivered damaged couch. Promised via email a replacement couch, was delivered the same couch with a bad repair/paint job. Fully assembled and sat for almost a week in warehouse, the couch feet(?) are also now damaged. Provided pictures and details to El Dorado operations leader and ecommerce manager and they want a video now. This all makes no sense, if they are replacing a couch wouldn't they know they don't have a missing couch from inventory?

  

  Business response

  03/20/2024

  Hello, 

  
  

  As per our conversation you requested to return the unit, your return has been scheduled for 03/26/2024. Once the merchandise has been brought back to the warehouse we will issue you your full refund. 

  
  

  Your time frame will be provided to you 1-2 days before the scheduled date of 03/26/2024. 

  
  

  Thank you!

  
  

  ******************************

  E-Commerce Customer Support Associate

  Customer response

  03/20/2024

   
  Complaint: 21422251
  
  I am rejecting this response because:
  
  

  Its not fair. Their delivery driver damaged my hallway walls and nothing has been done. ****** took photos said theyll fix it, I asked when and he said sorry no English weird.

  Also why should I wait so long to receive MY money back after El Dorado failed to do anything promised? 

  The rude and nasty treatment from their staff (if you need names and time of calls I can provide) with the exception of ********************* has been like salt in the wound.
  

  Still no response from management, *** left voicemails and sent emails.
  

  Still getting rude calls from their customer service staff, ***************************** and Micarly ******* in particular. 

  I have given up on getting what I purchased I want a FULL REFUND threats of a restocking fee after inspection is inappropriate considering theyve tried delivering two damaged couches, where was their inspection then? 

   

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

  

  Business response

  03/25/2024

  The furniture has been picked up from the customer's home. The customer will receive a refund.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are being lied to and scammed by El Dorado Furniture.We bought dining chairs from El Dorado Furniture via their website (order # *******UMEZ). The chairs included a 1 yr warranty against manufacturers defects. The chairs started peeling after about 10 months. We contacted El Dorado to have a repair or replacement done. They refused to honor their warranty & claimed peeling was not due to manufacturers defect without even inspecting them. Two months after our initial filling they finally sent an inspector. The inspector told me (in person) that the peeling was due to a manufacturers defect & they would need to be replaced. (This was recorded on my security camera.) For the next 3 weeks I kept calling & emailing El Dorado to find out when the replacement chairs would be ordered. They kept being evasive & saying they were waiting on the report from the inspector. Today we received an email today saying the inspector (lied to us) said it is not a manufacturer defect & that they would not replace the chairs. It is clear that El Dorado has no intention of honoring their warranty & has been deceitful & playing a game of continuous delays. I want a full refund of the ***************** fee. I do not want to business with such a dishonest company.

  

  Business response

  03/20/2024

  We already explained to the customer on another ******************** complaint that peeling is not a manufacturer's defect. We have the technician report where it stated this information.

  Customer response

  03/20/2024

   
  Complaint: 21400480
  
  I am rejecting this response because: Firstly, they claimed it was not a manufacturer defect BEFORE they even inspected the chairs! When they did finally send a technician, he acknowledged to me (in person) that it was manufacturers defect. We have done nothing to damage the (4) chairs that are peeling. The chairs were less than a yr old before they started peeling.  We have neighbors that have the same chairs from El Dorado & have the same issue of peeling chairs. EL Dorado is infamous for not honoring their warranty when seating furniture peels & instead blaming the customer. There are large number of complaints about El Dorado doing this to other customers. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/27/2024

  We are providing you with the service report. As per technician it was a customer abuse. It was not a manufacturer's defect.

  Customer response

  03/27/2024

   
  Complaint: 21400480
  
  I am rejecting this response because: the technician told me in person it was manufacturers defect & that the chairs need to be replaced. All 4 chairs are peeling the same way along the seams. We know of numerous other people that have the same issue with the furniture they purchased from El Dorado. They denied our claim using that reason before they ever inspected it. They are not acting in good faith & do not honor their warranty.

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

  

  Business response

  04/03/2024

  We do not have that information on paper. The technician report said clearly it was not a manufacturer's defect. Our warranty states that peeling is not covered.

  Customer response

  04/03/2024

   
  Complaint: 21400480
  
  I am rejecting this response because: The warranty exclusions do not specify peeling as an exclusion. A veneer split is when the (veneer) fabric separates from the furniture itself. The leather chairs are all cracking & peeling without any separation from the actual chair.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I visited the ************** store on Sunday 1/21/2024 to furnish an investment home in *****.and one the sales representative (*************************) kindly helped me. I spent about $21k ion bedroom sets and mattresses and also adding white glove service delivery to the order (not knowing what out of state really meant in this case) and that it was done by a third party)i received several calls tbereafter starting on Monday 1/22/2024 from Erly and ******* from Funxion ******************* LLC. They requested to confirm a delivery date (I wanted delivery asap at first) and they offered either to pick up on Friday 1/26/2024 or 2 weeks thereafter so I indicated to hold off until I closed on my new home on 1/26/2024 and found a good date for all the items to be delivered. On 1/23/2024, I received several calls from both **** and ******* from Funxion to rush the delivery and I told them I WOULD CALL THEM BACK AND CONFIRM DELIVERY DATE. I DID NOT AUTHORIZE DELIVERY YET. I was very specific both to Erly and ******* from Funxion (I have all the phone records to document this). However. i came to find out on Sunday 1/28 and Monday 1/29 when I came back to the store after not being able to resolver over the phone for a partial return (mattresses only) that the merchandise had already been picked by Funxion and that I would need to wait for the return from Funxion to El Dorado to be able to be refunded on my credit card. I requested to speak to a manager or supervisor on Monday 1/29/2024 (***********************) but she indicated I would be responsable for the entire white glove service delivery ($2,820) on top of 7% restocking fee.since Funxion had already picked up from their warehouse. At this stage of my purchase, I concluded that their sales techniques were misleading,and fraudulent and had decided to return all items (including bedrooms sets). I am requesting a full refund to my credit card. I will seek legal action if El Dorado (your company) does not agree to a full refund.

  

  Business response

  02/15/2024

  The customer has already been refunded. The case is closed in our end.

  Customer response

  02/15/2024

   
  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

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Less than one year ago I paid over $2400 from a couch from El Dorado furniture. Within a few days the chaise cushion began to seep. The technician who looked at it said this happened because I was overweight to make his job easier, even though I am not. Within five months, the replacement began to rip open at the seams. When I filed the claim I was told based on the photographs they could not replace it because the damage was my fault. They provided no evidence or explanation on how it was my fault. Just that the information that they had, photographs, and the report, proved that I was responsible. To prove it, they sent me photographs The technician took when he dropped off the cushion, and as you can see from below, I circled where you can see the seems are actually weak and ripe for coming apart. When I sent this to them, they refuse to acknowledge it, sticking to their original story. Being that Im moving out of state, I cannot even *** them. This is blatant discrimination and if you get a copy of the report and look at the photographs, you will see it. The woman in charge of the situation is *********************

  

  Business response

  12/22/2023

  The customer will receiving the damage parts brand new from the manufacturers. The customer is aware of the time frame for the parts to arrived is ***** weeks.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a couch from them last October, along with insurance. In august the bed portion of the couch broke. We filed with our insurance that determined it was a manufacturer issue and under warranty still. El dorado agreed, sent someone to try and fix it but couldnt ** of broken parts that had to be ordered. They said September, then October then November. Meanwhile weve had an open couch is our house unable to put it back (we tried and they tried) and unable to get rid of it ** wed loose all our money. Weve called and called and are now to even getting our calls replaced as we fear they are trying to run out there year warranty and just leave us like this. Please help.

  

  Business response

  12/13/2023

  We can't offer a refund to the customer. The customer had this sofa for over 9 months in her home. The customer was aware of the *** on the part that was ordered. The customer will received this part today for the technician to be able to install it.

  Customer response

  12/13/2023

   
  Complaint: 20940640
  
  I am rejecting this response because:

  the Couch is tarnished. Its been sitting on the usable sitting wearing and tearing in a way it wouldnt have otherwise. Of those 9 months its been sitting broken for 4. If we have to we will *** for compensation and losses being unable to host the elderly parents that were not able to come ** of their negligence. This is not satisfactory way to treat customers. This couch is not the couch we sign up for now ruined from being left on the leather side for 4 months.

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

  

  Business response

  12/22/2023

  The customer received a service on 12/21/2023 to fix her sofa. It was completed and signed by the customer.

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