ComplaintsforEl Dorado Furniture Corp.

• 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.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I PURCHASED A RECHARGEABLE BATTERY FOR A RECLINER SOFA AT EL DORADO FURNITURE ON 08/25/2023. IT DOESN'T WORK PROPERLY (LOSES CHARGE QUICKLY) I TALKED TO THE PERSON WHO SOLD IT TO ME AND HE TOLD ME THAT THE PROBLEM WOULD BE SOLVED. AND AS OF TODAY, 11/01/2024, I HAVE NOT RECEIVED ANY RESPONSE FROM THEM. I DO NOT WANT A REPLACEMENT. I JUST WANT MY MONEY TO BE REFUNDED.Purchase Date: 08/25/2023 Sales order : 0825303W134 Customer ID :******* Store Phone Number : ************ Sales Person: *******************.

  

  Business response

  11/06/2023

  The rechargeable battery issues are handled directly by the vendor. The vendor sent an email to the customer asking for more information. The customer did not reply. We called the customer to advise him of the procedures on this case.  The customer is aware and in communication with the factory.

  Customer response

  11/10/2023

   
  Complaint: 20813825
  
  I am rejecting this response because: after we made the complaint the company sent me an email .  asking for pictures of the battery, the pictures were  already submitted since the beginning

  of the claim. I only want the refund back to the bank

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

  Customer response

  11/22/2023

  hello, I would like an update about my complaint.

  

  Business response

  11/29/2023

  The pictures that the factory requested are necessary to continue with the claim and identify the cause of the defect, however the customer did not respond and weeks later he was insisted to send them, but he refused and wanted to return it and request a refund. The manufacturer denied the claim because the customer was offered support, but he wants a refund instead of a replacement.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a reclining couch from El Dorado. one of the recliners stopped working. I made a warranty claim. Since then it is impossible to get El Dorado to deliver the motor which their inspector authorized. They sent me one part but not the motor. Then they accused me of having the motor - an accusation they eventually withdrew as they acknowledged the error was theirs. I still don't have the motor. I lost time at work for this. Now the supervisor will not call back and the best they can say is "you will have something by the end of the week". They simply do not care about customer service.

  

  Business response

  10/06/2023

  The customer open a claim with the insurance company on 07/20/2023. The service was scheduled with the tech for 08/07/2023, part were needed as per technician. Customer was advised that parts may take 16 -20 weeks, however parts arrived within 5 weeks, manufacturer only sent one part. The missing part was ordered on 09/27/2023 and received by the customer on 10/04/2023. Customer must contact the insurance to get it install.

  

  Business response

  10/12/2023

  Customer received the part on 10/04/******* case is closed in our end.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the ************************************************ on 2/11/2022 (Order 0211219KS58). I purchased this because I have an Autoimmune Disease call Polymyositis. The massage and heat gives me the needed to alleviate my condition. The massage stopped working and it took several weeks to have it repaired. I asked El Dorado if they could send me a replacement but they refused. Now again 7/23/23 it stopped working again. El Dorado referred me to call j.f.w. service to have it repaired. It took over three weeks for the tech to arrive. The tech determined that the same problem happened again and he would need to order the parts. I was informed by El Dorado (Yusmerlys ********) via email that the parts need to be ordered and it would take 16 to 20 weeks. I tried to call her but she is never available so I emailed her of my complaint and disappointment. I have been a very loyal customer of El **********************. Their motto of "We the people of El Dorado Furniture will do everything humanly possible to WOW all of our Customers, always" is a farce. I would like to see some effort from them to resolve my issue.

  

  Business response

  08/29/2023

  Customer received the recliner on 02/17/2022. The customer reported that the heating and massage stopped working 7 months later on 09/07/22. A technician was scheduled to inspect the unit and reported that a new master control box had to be ordered. Part was ordered and installed on 10/07/2022. A courtesy service was opened on 07/27/2023, (customer out of the one-year manufacturer defect)  to inspect the unit. Technician reported that the massage system stopped working.
  Part was order as a courtesy at no cost for the customer, it has an estimated time of to arrive to our warehouse on 08/29/2023. Customer will receive a courtesy service to install the part as soon as the part is process.

  Customer response

  08/30/2023

   
  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

  06/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased 2 leather sofas from Eldorado furniture which were delivered 9/2/22. Shortly after one of the the usb ports wasnt working and the leather was bunching and wearing terribly. We were told these items were not covered although we had purchased an extended warranty. We disputed this with our credit card company . After several months Citi card ruled in our favor and charged back the warranty portion. Now Eldorado furniture has sent this to a collection agency .

  

  Business response

  07/05/2023

  The customer has been contacted via email regarding the collection notice she received.  We explained the difference between the protection plan and the warranty and the reason for the $60 charge. The customer was also advised we will send a technician to repair what she reported back in 11/2022 that was not properly taken care of. She was informed she needs to pay the $60 in order for us to proceed with the service. The customer has advised via email she understands the charge but does not feel she should pay anything.

  Customer response

  07/05/2023

  
  Complaint: 20226164
  I am rejecting this response because: I have been declined any service either through the company or the extended warranty I purchased. I was advised my issues were not covered by either warranty. I then asked my credit card to dispute this charge . Citi card ruled in my favor and charged back the full amount of the warranty. Eldorado sent my account to a collection agency . Since BBB intervention Eldorado has stated the employee who refused my repair is no longer with the company and if I pay $60 for a service agreement they will make repairs, even though they are responsible for the 1st year of service. I will not pay for a service I did not receive , I appreciate all of BBB assistance and hope Eldorado will service my sofas as stated and remove my account from collections as they stated they would.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/14/2023

  The account will be removed entirely from collections. A service will be created to send a technician to the customer's home to inspect and repair as it should have been done initially.

  Customer response

  07/21/2023

   
  Complaint: 20226164
  
  I am rejecting this response because: The repair technician was here today, he ordered a usb hub replacement, he stated the sagging leather armrest etc could not be repaired until Eldorado authorizes the repair as it is quite extensive and expensive. If repairs are not authorized we feel the merchandise should be returned with refund.
  
  Sincerely,
  
  *******************************

  

  Business response

  08/03/2023

  The service report came back advising we needed to order a new *** switch for the sofa. We called the customer later that day to update her and advised that we have shipped out the *** switch, and to let us know when she receives it so we can open a new service to install it. The customer was satisfied with the response.
  

  Customer response

  08/03/2023

   
  Complaint: 20226164
  
  I am rejecting this response because: when we discussed the bunching sunken leather ***** advised that the technician could add padding when he arrived .When the technician came to our home , he said there is no way to fill sunken areas as there is no way to add padding. He said he would order a *** port replacement. Subsequently we were contacted by Eldorado staff who indicated he was ordering the *** port and it would be sent directly to us. We have been pursuing these repairs/ returns since a month after delivery. Now they say nothing can be done to repair the over $4000 purchase. We want our merchandise repaired replaced or refunded and are definitely not satisfied 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/11/2023

   t we have shipped out the *** switch. The customer will let us know when she receives it so we can open a new service to install it.
  

  Customer response

  08/16/2023

   
  Complaint: 20226164
  
  I am rejecting this response because: my repair as promised ( Eldorado statement pertaining to sagging leather can be repaired with additional padding) technician who came to our home stated this was not possible. Requesting refund or replacement 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/25/2023

  We do have the technician reports where it says the sagging is normal wear and tear. It cannot be fix because the casing is completely seal to the frame of the sofa.

  Customer response

  08/30/2023

   
  Complaint: 20226164
  
  I am rejecting this response because: The merchandise is very poor quality and we wish it could be returned, as stated previously. At a minimum the warranty should be extended as the attached document stated the defects were not covered even shortly after purchase. I was advised the employee who stated the company warranty wasnt valid was no longer with the company! Poor management.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 4 chairs from El Dorado on 5/22/2023. 2 of the chairs were being delivered today and the other 2 will be delivered in late June. I reached out to El Dorado asking about a protection plan for the 4 chairs since our salesperson, ***********************, did not offer it at the time of purchase. I was advised that I could not get protection for the 2 chairs being delivered today but could get it for the 2 chairs that will be coming. I called and spoke to the manager, who basically called me a liar stating that the salesperson did ask if we wanted protection. I informed him that she was too busy when she called me to place the order as she was working with in-person clients while trying to work with me. The salesperson even stated that when she 'asked' us if we wanted protection, we told her we didn't have any pets. This is more proof that she is not telling the truth as we would've told her we have 4 dogs. I advised the manager that as good customer service and the error on his salesperson, they should find a way to offer the protection on the chairs that had just been delivered. He chose to argue with me and again, side with his salesperson instead of his customer. This is not just poor customer service, but having the manager imply I am lying to him, is completely offensive.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning Sorry for bothering you but I need your help. I don't know if you are the right person to solve this case or if you can transfer this case to the right person. All my furniture I have bought at El Dorado for years. I made my new house and bought the new furniture in El Dorado, but it is no longer with the same quality as before; but, El Dorado Furniture has always resolved me if any furniture is in bad condition. In this case, I bought some red chairs for the dining room and they are peeling off. As you can read, ******************************* is denying my claim, according to her because I picked them up and if there is any damage they do not cover it. It seems unfair to me, because despite the fact that I have pick up them, they do not have to flake off, it is that this material is useless. In a very short time and they do not have to be in those conditions. I just want a credit to buy other chairs. I would appreciate your great help. If you have any questions or concerns, don't hesitate to contact me at any time at ************ or ************. Thank you in advance.

  

  Business response

  05/17/2023

  Customer is able to re-select.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the span of one year my mattress was change because it started to destroy from the inside which made me have back problems. The second one that was switched to also has started to have the same problem which has less time bought than the first one. Which gave me the reason to believe that they gave me a worst mattress on the second one I bought. Also, after I started to call them to try and solve the problem, they just ignored my calls and since they don't want to fix the problem, I got no choice then file complain. So, I would greatly appreciate if you could help me.Additional information:The day of the transaction of the first one was 01-06-2022.

  

  Business response

  04/25/2023

  Customer contacted us on 02/13/2023 to start a claim process, email was sent to the customer providing her the Beauty Rest contact information ************ and ****************************** in order to start the
  claim, she was provided instructions and a copy of her invoice.Beauty Rest  ************************* sent the customer and email requesting the pictures needed to start the claim. The customer has not submitted the information. This is with another company. Customer needs to reach out to them directly.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of the transaction is 8/23/2022, the date of dispute is 12/22/2022, the sales order number is 0817217UB65, the amount paid to the business is $3499.00, and the business committed to either a store credit or refund of purchase. The store submitted claims to the manufacturer, however, the denied claims contradicted themselves. The first denied vendor claim stated customer wear and tear, the store manager went back into the file and informed us on video that there was no way this could be normal wear and tear and sent another claim to the vendor. The vendor denied the second claim stating the couch looks the same as the day of delivery which was false (see photos attached). The store claimed they could have someone come to the house and add extra padding for the issue of the gathering of the furniture. However, these couches have been discontinued, and couldn't provide a valid reason on how this could be resolved if they need extra fabric after adding extra padding to the couch. The pictures attached (3092-3094) are photos after the couch was sat on one time, not multiple times when we started the claim. I've contacted the store over twenty times with no reasonable resolution. This is a manufacturing defect as this couch doesn't look like the one that was in the store, on video, or like the day of delivery photos according to the store manager *************************. However, the claim was filed in December when the owner viewed the furniture for the first time as we live out of state and trusted that we would be receiving the same quality of furniture that we viewed in-store. This case has been ongoing for almost three months, this is a manufacturing defect and we would like an exchange or a refund for the $3499 that was spent on the 2 sofas. I would like to add that the store managers ************** and ***** P informed us that they would be able to override the vendor claim and decided not to do so.

  

  Business response

  03/14/2023

  We do not have account under the name ***********************. We cannot provide information on a customer code we cant find.

  Customer response

  03/14/2023

  Complaint: 19592590
  
  I am rejecting this response because: I have spoken with both the store manager **************** and ************************* Merchandising leader (store#**) on multiple occasions on behalf of my mother in law. She is well into her 70's and asked me to assist her with issue because of how she was treated by sales person *****. Her name is ***************************** and the sales order number is 08**2**UB65.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/17/2023

  The customer was offered a courtesy service to pad the cushions.  This option was refused.  A refund or credit or exchange or re-selection for the unit with issues is not an option after months of the unit been in her home.  
  A detailed email with an explanation was sent to the customers daughter in law on March 15, 2023.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bough a bedroom set, beside other furniture in November 26 2022, It was delivery I. December 3rd. I have several problems with delivery because the dresser was broken and nightstand incomplete. They deliver the dresser but wants to charge me delivery again for the missing parts of the nightstands.0n december24 I realize that the top of the night stand was peeling off, I called the store they told me to sent pictures and I did the same day, because they did not answer my email I called to see if they received it and they confirm they got it, I wait for the answer and I have to call again because I did not have any answer, and they told me that they cannot help me because I did not buy a guarantee that they never offer me, I can believe that is less than a month and this is happen to new furniture.

  

  Business response

  01/04/2023

  The customer called the store to informed them she left a glass of water on her nightstand overnight. The glass of water caused a water stain and damaged the furniture. We explained to the customer this is not a manufacturer's defect, it was an accident. The customer did not purchase the accidental damage coverage for her new furniture. El Dorado Furniture is not responsible for accidental damages.

*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. ↩