ComplaintsforEl Dorado Furniture Corp.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought my furniture with El Dorado in **********, **, back in Aug 2018, I negotiate the purchase to be financed in 3 years. In Aug 2021, I received a statement on amount of $1,539.01. Also, an additional Promotion Ending Soon. I had 3 dates to pay in full to avoid accrued interests. However, it never said how much should be after September 2021 and that the new amount would become more than double. Once thing I could guarantee, if I knew about that I would have find a way to pay off at that time. Look what happened after that. Sep 2021 new amount $2,589.02. Oct 2021, new amount due ********. Last statement, Apr 2022 $3,624.02.I don't deny I own money to close this deal. I want to close it and fairly for both sides. However, the accrued interest applied by El Dorado are not possible to be paid off. The total of my purchase was $3,528.87. I see two problems: one the seller did not explain correctly this billing process and we were not told we would have these accrued interests applied. Second, on the statements never clearly mentioned it could become more than the double the total amount. Another interest thing, if you see the statements, I have been paying and total amount is increasing instead of decreasing. You can see some statements attached. I would like to pay of the amount from Aug 2021. If El Dorado does not review it here with BBB, I will go to Court. These interests are not fair cannot go from 1.5 K to 3.6 K. This is ridiculous.

  

  Business response

  05/26/2022

  This claim has been forwarded to the finance organization for their review.

  Customer response

  05/31/2022

   
  Complaint: 17011468
  
  I am rejecting this response because: The answer is that they "forwarded the message to their finance". So slowly to take an action. I need a response. Not acceptable this customer support.
  
  Sincerely,
  
  Alex *****************************

  

  Business response

  05/31/2022

  Comenity Finance manages the BLUCard account and will handle this complaint and contact the customer directly.

  Customer response

  06/06/2022

   
  Complaint: 17011468
  
  I am rejecting this response because: since 05/31 when I got the last response here at this complaint which El Dorado said they would contact me, I confirm it never happened by 06/05/2022. I do not accept waiting one more week.
  
  Sincerely,
  
  Alex *****************************

  

  Business response

  06/10/2022

  We have reached out to the finance company regarding this issue.  The finance company has informed us that  due to some additional investigation needed, they will be taking additional time. Once they complete their investigation they would let us know.  As soon as we have received additional information we will contact  this organization. 

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I furnished my entire house at El Dorado. I bought a dining room table. It came perfect the way I ordered it until one of the installers scratched the leg putting it together. I reported it and El Dorado said they would bring me new legs. After about the third attempt I Said forget it. I'll just keep the ones I got because I like the color. All the ones that they were bringing me came discolored. I bought chairs and a light in the dining room that all match the legs. Yesterday they made another attempt and replace the legs but I was not home my daughter was here and they said they were going to replace them but they are still discolored I wanted to keep the original and on several occasions I told them please just let me keep the ones I have even with the scratches because they were at the top underneath the table that you really couldn't see. I ordered some more counter height tables and said asked them if they could just give me a discount off those and I'll keep the legs that I have on the dining room table cause they match the chairs but they continued to push me to get new legs and they still keep coming damaged. I am so dissatisfied being stuck with damaged and discolored legs that don't even match my chairs now. I want my old legs back and I will be satisfied or ones that are right.

  

  Business response

  05/26/2022

  This claim is currently under review.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  sold a sofa that was defective and has sent a man out to fix two times only made it worse now they say they have to order parts from *****. they will not answer me I gave them options ... give me $500 and I will fix ... take it back and credit me, its brand new... give me a replacement...

  

  Business response

  05/26/2022

  The new parts to replace the damaged parts have been ordered.  The estimated time of arrival is **** 2022.  We have attempted to inform the customer, there was no answer. 

  Customer response

  05/30/2022

   
  Complaint: 16949342
  
  I am rejecting this response because:
  

  I think El Dorado has several problems
  1 They don't have a problem lying 
  2  They have so much business they feel they can do anything. 
  3 they have the poorest customer service
  
  
  All you have to do is read other reviews...
  
  
  So what happened 
  they delivered a 3 piece sectional sofa to me on Feb 17 2022
  the next day we noticed the one section was way out of line with the other two..
  I texted my salesman and he told me they would get back to me. After weeks I texted him and he told me they are very busy and understaffed. This happened over and over.  Finally a guy comes out, clearly not qualified, starts filling the sofa up with extra padding...he had no tools and had to use several of my tools. In fact I had to get on the floor and fix one part he could not.  This lasted 1 day and it was worse.  weeks went by and he showed up again telling me they have to order parts..   A very **** man called and said they would fix it quickly...   That was a long time ago.   
  
  
  4 months later  I have a sofa that hurts to sit on.  
  I told them...
       replace the sofa section
       give me $600 I will get it fixed
        take the whole sofa back and credit me
  
  
  My wife just had brain surgery and this is her sofa to recover on...   what kind of people do not respect that...
  
  
  they want me to wait 2-3 months till they get some parts... that are not going to work...  this is a stall technique.
  in the letter they sent you they said I did not talk to them...   I have talked to everyone I could there and they know my position...  
  
  
  ***************************

   

  

  Business response

  05/31/2022

  The damage piece will be exchanged. The exchange has been scheduled  for 06/08/2022 in agreement with the customer.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress and bed 7/06/2022 #XXXX-XXXX-BL31. I received it 2 or 3 weeks later. August 23 frame came falling down. I went to the store (my salesman wasn't in). I sat down (sent the pictures of damage). They told me a couple of days someone would be in contact ! (Nothing) . I've been texting my salesman a couple of times . He finally says someone would be in contact . (Nothing!) called (XXX)XXX-XXXX . The lady was rude, she tells me they will contact me by the end of the day. October 3(no phone call). Came here he found an email, email them (no response)! I have family coming in town for a funeral and I don't have a bed for them to sleep on! I am a patient person, heck they even called me a day before my delivery and told me the mattress I order wasn't in stock, I still accepted the mattress(wasn't the same quality ). I would like some one to come and look and fix the bed

  

  Business response

  10/19/2021

  Business Response /* (1000, 6, 2021/10/08) */ A professional furniture technician has been assigned to perform a service to the bed. Customer has been informed and she is satisfied with the resolution. Consumer Response /* (3000, 8, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because a technician was suppose to be assigned last week. After I made the complaint someone did call me from elduarado and said that someone will contact me to schedule an appointment, again no one call to come out to my house and fix it. It's been a month of texting , calling , use my gas to go and talk to someone(where I sat down showed them the pictures.I explained I have family coming down for a funeral and needed the situation resolved. No one called or email me ! I submitted the messages , Pictutre and conversation. no resolution as yet! ******************************************************* Consumer Response /* (2000, 12, 2021/10/12) */ Eldorado came out today and fixed the bed

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # *******YF95 Customer ID: ******* I bought one big sofa and one loveseat at El Dorado Furniture located at ******************************************************************* They promised to delivery in 8/21but it was delivered on 9/10/21. When the two delivery men came to my house, only one wore the mask for 10 minutes. Also, they were talking a lot. We're still in the middle of the covid 19 pandemic and I suffer from a chronic medical condition. For these reasons, once they left I quarantined them for a few days. After the quarantine I noticed the 2 front feet on each sofa were damaged and a piece of a white sticker was hanging under the big sofa. I gently pulled it off and what was revealed was that the black mesh fabric under the sofa was torn and there was a hole. I text the salesman and explained the whole situation, I texted the pictures. I called several times to talk with the Supervisor or customer but they did not respond To resolve I am requesting 100% of refund and pick the furniture up.

  Customer response

  10/06/2021

  ***Document Attached***
  On May 31 2021 we payed $3031.20 for the two sofas at El Dorado Furniture..they promised will delivery by August but they delivered until September 10 2021. These are the pictures of the damages in the two sofas when El Dorado Furniture delivered it to us.
  See Attachment/File: IMG_20210922_094811647

  Customer response

  10/17/2021

  On 10/11/21 I received a call from ************** from El Dorado Furniture. She said they cannot refund 100% but she promised in 72 hours they will email me with the scheduled appointment of the technician to come to our house and fix everything. Today is 10/17/21 and I NEVER received the email for which I contacted el Dorado but neither Ms. ****** or the manager are NEVER available. THE PROBLEM HAS NOT BEEN SOLVE AND THEY DO NOT RESPOND PHONE CALLS.

  

  Business response

  10/19/2021

  My most sincerely apologies for the late response but please be aware after communicating with customer, it was determine a professional ******************** technician will go to customer's home and service the ******************** legs. Customer accepted the service and the technicians are in contact directly with her.

  Customer response

  10/20/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  BECAUSE I HAVE NOT BEEN CONTACTED BY EL DORADO FURNITURE OR TECNICIAN TO SCHEDULE THE APPOINTMENT.
  On 10/10/21 Ms. **** promised me that I will received an EMAIL from el Dorado Furniture, in the next 72 hours, with the schedule appointment with the technician. Today is 10/20/21 and I have not received the email from el dorado with the technician scheduled appointment. When I called el Dorado they do not respond.

  

  Business response

  11/01/2021

  Service for customer was completed, she confirmed with us the technician did an amazing job and she was satisfied. Customer agreed to receive another service for the other issue and everything will be solved.

  Customer response

  11/01/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because the services is NOT completed yet. The technician ONLY completed half of the job. On 10/29/21 I received the first call from ********* and I explained to her the technician only completed HALF of the services. The technician said he will contact me to schedule the second appointment to finish the services. He needs to change the black mesh fabric under each sofa because the fabric was torn and there are hole.

  Customer response

  11/03/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  BECAUSE I HAVE NOT BEEN CONTACTED BY EL DORADO FURNITURE OR TECNICIAN TO SCHEDULE THE APPOINTMENT to change the black mesh fabric under each sofa. The services is NOT completed yet. I was informed that El Dorado need to PLACE THE ***** OF THE BLACK MESH FABRIC first, before the technician can schedule an appointment to come to our house and to change the black mesh fabric under each sofa.

  

  Business response

  11/03/2021

  As our valued customer mentioned, the technician will go to her house again.
  
  
  
  We are working with the customer to finalize her case and to provide a 5 star service.

  

  Business response

  02/01/2022

  We are working with the furniture vendor to obtain a resolution.

  Customer response

  02/01/2022

   
  Complaint: 16490053
  
  I am rejecting this response because: After they sent the technician to fix the scratch and do the paint job, I was informed by the technician that El Dorado did not request to change the black mesh fabric under the sofas. He advised me to contact El Dorado about the black mesh fabric. I did so and I spoke to ********************* (Sales Leader) who told me that they will make the request for the black mesh fabric and then they would contact me to schedule another appointment to have the technician come and replace the black mesh fabric under both sofas. They did not say at any point that they needed to contact the vendor in order to place the order for the black mesh fabric
  
  Sincerely,
  
  ***** ***********************

  Customer response

  03/02/2022

  The complaint has not been resolved because El Dorado Furniture did not send the technician to come back to our house to change the ripped black mesh fabric under each of the two sofas as I was told by *********************, the sales leader. 

  

  Business response

  03/14/2022

  The part has been order.  The estimated time of arrival is May 2022.

  Customer response

  03/14/2022

   
  Complaint: 16490053
  
  I am rejecting this response because: BECAUSE THE SERVICES IS NOT COMPLETED YET. I HAVE NOT BEEN CONTACTED BY EL DORADO FURNITURE OR TECNICIAN TO SCHEDULE THE APPOINTMENT to change the black mesh fabric under each sofa. I am also requesting the name of the contact person and phone number at El Dorado Furniture. 
  
  Sincerely,
  
  ***** ***********************

  

  Business response

  06/09/2022

  Customer received merchandise back on 09/10/2021. It wasn't until 09/25/2021 (15 days after delivery) that customer reported the legs of the sofa were not aligned properly.  We also noticed after reviewing the pictures submitted by the customer that the merchandise was moved from original delivery, so the damages on the merchandise could have 
  been caused because of the re-arrangement of the merchandise done by the customer. 
  
  Even though, we went ahead and sent a service with a certified technician. The technician reported that the wood frame on both items the sofa and the love seat were crooked, the front legs had chips and scratches on the paint and the dust cover on the sofa was torn.  Technician removed the legs from the sofa and love seat and installed them correctly, also he filled in, sanded down and touch up all chips and scratches from both pieces. 
  
  The only thing that was left pending was the replacement of the dust cover in this case we ordered the dust cover directly from the manufacture but we still haven't receive the parts yet.
  
  We have always been in communication with ****************** and we have kept her informed of all updates on her case, and when we haven't been able to communicate with her a voicemail was left.  Part should be arriving end of June / early July, as soon as parts arrives we will send a technician out to customer's house to install it. 
  
  Customer is aware. The store called her on 06/07/2022 one more time to go over the details and she agreed one more time to wait for the parts.
  
  
  

  Customer response

  06/10/2022

  Better Business Bureau:
  
  I appreciate so much all your assistance on this matter.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am agreed to wait for the parts and wait for the technician to come to our house and fix the two sofas, If El Dorado Furniture keep their promise and resolve the issue, it will be satisfactory to me. 

  It is necessary to inform you about the following issues mentioned by El Dorado Furniture.

  A- It is true that the legs of the sofa were not aligned properly and also the wood frame on both items the sofa and the love seat were crooked, the front legs had chips and scratches on the paint and the dust cover on each sofa was torn. That is the REASON why I filed the complaint. 

  B- It is not true that the merchandise was moved from original delivery. We did not re-arrangement the sofas, for which the damages on the merchandise cannot have been cause because of the re-arrangement of the merchandise made by us. 

  C- It is not true they have always been in communication with me, otherwise I will not insist on the complaint and  keep calling the Store with no response. They always said the manager was busy and they never called me back. 

  On 10/29/21, I received the first call from El Dorado Furniture, then second call was on 06/07/22 and they said ordered the dust cover and they are waiting for the parts. They said part should be arriving end of June / early July, as soon as parts arrives, I will receive a call from the technician to schedule an appointment to  come to  our house to install it. 

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

  Customer response

  07/11/2022

   
  Complaint: 16490053
  
  I am rejecting this response because:

   

  The month of **** is over and from El Dorado Furniture no one contacted me to schedule the appointment with the technician as they promised neither to   reimburse me to pay the technician and buy the material, to replace the fabric on both sofas. 

  
  

  I appreciate all your assistance on this matter.

  
  

  Sincerely

  
  

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

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

  Customer response

  07/11/2022

   
  Complaint: 16490053
  
  I am rejecting this response because:

   

  The month of **** is over and from El Dorado Furniture no one contacted me to schedule the appointment with the technician as they promised neither to   reimburse me to pay the technician and buy the material, to replace the fabric on both sofas. 

  
  

  I appreciate all your assistance on this matter.

  
  

  Sincerely

  
  

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

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

  

  Business response

  07/19/2022

  We have always been in communication with ******************.The parts needed arrived and technician serviced the sofas.The old dust cover for ************* and the sofa was removed and new one was installed. As per ************** report this service was completed on 07/14/2022. Customer signed the service after it was done. The service was done to her satisfaction.

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sales Order #XXXXXXXWEOM - placed in May with an August pickup date. When I reached out by email was told by ********* ***** - the order was set to arrive in October, which coincides with the expected date of a new order. Was not given a reason or explanation. When I asked to speak to his direct supervisor - my request was ignored. I would like an explanation for the added delay and a fixed date of arrival. Thank you.

  

  Business response

  11/05/2021

  Business Response /* (1000, 6, 2021/09/07) */ Thank you for taking the time to communicate your experience. We would like to begin by apologizing for any perceived inconvenience we may have caused you during the shopping process. We fundamentally believe in doing everything humanly possible to provide you with exceptional products and service. Supply chain worldwide has been disrupted by the COVID-19 pandemic and in consequence, inventory levels have been greatly impacted. Our ultimate goal is to deliver a WOW experience to all of our customers, as our E-commerce associate advise you she will monitor your order and account regularly to ensure that once the items arrive, you are informed in order to schedule a delivery date.

*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. ↩