Complaints

This profile includes complaints for Elite Interiors & Furniture Gallery, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Elite Interiors & Furniture Gallery, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Elite Interiors & Furniture Gallery, Inc.

  1880 Mr. Joe White Ave Myrtle Beach, SC 29577-5622

  
• 

  Elite Interiors & Furniture Gallery, Inc.

  PO Box 70520 Myrtle Beach, SC 29572-0027

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I ordered a dresser on 06/24/24. It was delivered 8/27/24, BUT, it was the wrong color. I cancelled order. Could not wait another month or so to get the proper color. Also, the ** was unbelievably rude. I felt bullied. He tried to assume I was going to reorder but I just wanted to cancel. Don't want to deal with unkind behavior. ** called and said he's refund the money I paid to Elite Interiors but NOT the $247 delivery fee. I ordered a dresser, I paid in full, they sent me the WRONG one. I did not cause the problem. I do not feel I'm liable for anything and expect to be completely reimbursed. I should have read your reviews first. I would not have used Elite Interiors.

  

  Business Response

  Date: 09/03/2024

  **************** received a FULL refund for her furniture purchase, credited to her card Friday 8/30/2024.

  (Her original delivery was 8/27/2024.  I believe for the truck to return to ************** with the proper paper

  work, be unloaded and Elite Interiors communicate with the manufacturer this is in a very quick time frame.

  Lexington Furniture had the wrong color piece in the box.  Not to place blame, but this was out of the control

  of Elite Interiors or D&D Transport.  Once the issue was brought to our attention, we have corrected it.
  

  D&D Transport is mailing the customer a check (this is how they receive payment) in full to reimburse her

  for her delivery fees.
  

  Customer Answer

  Date: 09/04/2024

   
  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. My gratitude to you is huge! You scared Elite Interiors from bully/threatening to doing the right thing! Such a good day/life I'm wishing you!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2023 we received our sofa from Elite Furniture. It was beautiful and delivery was perfect. In the first few months we realized that the couch fabric started to stretch on one of the cushions. Then by January it was almost every cushion had fabric bubbling. This is not a sofa that is used that often, we do not have children or people misusing the sofa. It definitely should not have happened only a few months of having it. On January 30, 2024 I was able to reach our sales associate on the phone, ******. She asked me to email her and attach photo so she can 'put in a claim' with the manufacturer, ******* Furniture. I emailed her immediately and continued to follow up with phone calls. Then on 2/9/2024 I heard from her that she didn't hear anything, she was just waiting for a response from them. Weeks later I was given excuses by their front desk that she wasn't there. And she wouldn't answer either mine or my husbands phone calls. She then finally answered in June and said I had to get in touch with *** at Elite. I called and got his voicemail and followed up with a text message (I had his cell during the transaction process, he collected the credit card information). I have yet to hear back from anyone. I am so upset that we spent around $6000 and have a couch that is stretching? It is totally unacceptable. I expect a full refund for our sofa.

  

  Business Response

  Date: 10/23/2024

  The issue customer is citing are consistent with the furniture the manufacturer builds, per ******* Furniture **************
  

  Elite Interiors is short staffed and doing our best to respond to manufacturer build complaints. 
  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22218331
  
  I am rejecting this response because it has been an ongoing issue for almost a year. I don't think being understaffed is a suitable response, especially since I have been trying to get in touch since February. It is very simple either they can have ******* resolve the issue and send me new cushions or refund me the money. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 12/06/2024

  We will petition manufacturer about replacement seat cushion cores and advise customer accordingly.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22218331
  
  I am rejecting this response because how do I know this will not happen again? How long will I need to wait for them to "petition" and then send me new inserts. It doesn't seem to be the inserts issue; we think it's the actual fabric. The fabric of the sofa is bunching together and stretching with rarely any use. 

   

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

  

  Business Response

  Date: 12/23/2024

  Per ******* furniture customer service:  "I can send new cores and casings for the two listed to help out.  But this is a normal thing and will most probably happen again especially in the corner.  These larger cores do this. Also these are blend down seat cores and they are very soft and show wrinkles.
  This is past the warranty for the casings but I can send as an accommodation"

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22218331
  
  I am rejecting this response because:

  I am following up on my complaint that was made in August of 2024. This is appalling that nothing has been resolved from Elite Furniture or ******* Furniture. Would you recommend I contact ******* and put in a complaint through them? My sofa is only getting worse as time goes on. This is so upsetting that it is taking over 6 months of working through the BBB with no resolution.

   

  The last message that was sent from them that ******* would send me inserts and new covers, when are they coming? Did Elite even attempt to reorder them for me. I doubt it.

   

  They claimed to have called *******, but I havent received any confirmation that they actually ordered me duplicate cushions or inserts. Did they? I am fine with giving the sofa another chance with new cushions or inserts but I do not think what they responded to me was adequate.

   

  How should we move forward with Elite getting me duplicates?

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

  

  Business Response

  Date: 02/05/2025

  The cushion cores have shipped from *******.  D&D Transport has them.  D&D will be 

  bringing them to your home.  The boxes are large and had to go via Furniture Delivery Company.

  Order is under PO 109075

  D&D Transports phone number is ************

  or **************************

  if you would like to contact them.

  Once I have been given more precise delivery information, I can update.

  Elite Interiors

  Accounting Dept.

   

  
  

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A chair that was purchased from Elite Interiors was delivered damaged. The delivery company took it back to the store to be fixed (second week of January 2024).When we inquired as to the time line, were told that it would take a few weeks to get the replacement parts, another week to install them and shipping after.We have tried numerous times to contact the manager (via email and telephone) but he does not answer, nor does he communicate through others. It is incredibly frustrating.This is our second major purchase from Elite in the last five years. **************** has definitely gone downhill. Even a simple reply would be appreciated, but ignoring a customer's inquiry does not speak well for the company's current state.

  

  Business Response

  Date: 03/09/2024

  I do apologize for not getting back to the customer sooner. They did both contact me multiple times via email and voicemail. I did respond to both of them via email Friday morning March 9, 2024. It was only after I sent those emails that I saw this notification from BBB.

  As of yesterday morning I took the proper steps to make sure the correct parts were ordered again from the manufacturer. Once the parts are received I'll reach out to the customers again to let them know the restoration of their chair is in progress. Once restoration is complete the chair will be released for the delivery process. The best estimate I can provide at this time is that it could take another 4-5 weeks until the chair could be delivered to the home. This is just an estimate. I can hopefully be more specific once the chair has been restored released for delivery process. I will notify customers of that information at that time.
  

• Initial Complaint

  Date:01/31/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a couch and other furniture on 4-26-23. I paid an initial deposit. When ready for delivery, 7-6-23 I paid the remaining. Initial payment was ****, final ****. Couch cost ****. Couch was delivered damaged and in wrong color. The delivery company left it at my house. There is no documentation of my family signing that we received and accepted the correct couch. I got home from trip and found the incorrect couch with damage. I immediately sent emails and calls to their management team.It is approaching one year since the first payment. They don't answer my phone calls. I leave emails/vmails and they don't return. When they do answer, they blame it on ********* and say they're in the process of speaking with them.

  

  Business Response

  Date: 02/01/2024

  Elite is working with the manufacturer and Mr. **** to resolve customers issues.

  Update will follow.
  

  
  

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this initial resolution is satisfactory to me. I will await the follow up on actually getting the couch. They indicated that they're working with ********* to build a new couch. They did not respond until I sent you a letter. I will reach back out should I have any further problems. Thank you for all your help
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on July 11 2023 with Elite interior for two tables from a ** manufacturer, ******** Occasional. Elite said the tables would be in by October. Given they are still not in, 7 months later, and Elite could offer nothing but apologies I contacted ******** Occasional directly. They responded that Elite did not place the order with them until September 20. (Email attached)Elite Interiors received a 50% deposit for $839.20 when I placed the order. This means they held my money for over 2 months without placing my order. I am not their personal banker and should receive some compensation for the use of my money.They are not a reputable company.

  

  Business Response

  Date: 01/31/2024

  Elite Interiors has been extremely short staffed this year in every department.
  

  We are happy to provide customer with a refund in full for the amount she has paid and cancel her order if she would like.

  Her salesperson will be in contact with her.
  

   

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21195123
  
  I am rejecting this response because: 

  1. I emailed and called the salesperson in August October and December and he had the opportunity to tell me the order was placed late but never did and continued to blame the manufacturer . Short  staffing has nothing to do with this since we spoke and emailed: its an excuse.
  2. After waiting 7 months, for tables, I would be forced to find other tables and place an order and then wait while another company manufactures them.

  3. A manager or owner never called me and left this to the salesperson.

  4. Some compensation, perhaps $50 should be offered as a pure customer satisfaction After all, if they are short staffed, they saved money!

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

  

  Business Response

  Date: 02/07/2024

  The salesperson here did call the customer Thursday morning February 1st. to let her know that the production of the tables would take another appox. 8 to 10 weeks. Hopefully sooner but we were not expecting it to be any longer. He also offered to refund the deposit money she paid. Customer indicated to him that she did not wish to cancel the order and receive the refund. She also asked that a manager give her a call. I called her within 10 minutes of that phone call and the gentleman that answered informed me that she was not available.

  I am sincerely sorry for the excess time she is having to wait for her order to be produced and shipped to her.

  I will be happy to deduct $50.00 off the final balance once the tables are built and received into our warehouse. Furthermore, once the tables arrive into our warehouse I will do my very best to expedite delivery to her. It's an outside company we use that offers the in-home white glove delivery service. I will work with them to the best of my ability to have this order delivered as quickly as possible.
  

   

  Customer Answer

  Date: 02/19/2024

   
  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

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/20/2023 I purchased two chairs from Elite Interiors ************ ********************** store, manufacturer Universal, chair name ***** in Turino Cobblestone fabric, with finish Espresso. The total amount was $1598.00. I paid on 5/20/2023 a $799.00 deposit for them to place the order with the manufacturer and on 7/20/2023 the remaining $799.00 for payment in full. I also paid an additional $247 for delivery. On October 16th the chairs were delivered to my home, one had a manufacturing defect, and the shippers took it back and informed Elite. I made contact with an Elite employee named ***, the current Manager at ***************************************************** on Oct. 17th asking for what happens next, he told me he would talk with the shipping company and get back to me. I have called and left messages multiple times and sent email follow *** and have had no response and to this day do not have the chair or a plan of how it will be handled (almost 3 months later). I have even tried other employees and they also are not returning my calls. My original order number is #***** under an employee named *********. This has been a nightmare and from what I now see on ****** reviews they are not doing A+ type BBB rating business. Many with the same or similar issues!

  

  Business Response

  Date: 02/01/2024

  ******************** is receiving a refund to her credit card.
  

  We apologize for Ms. ********* chair and her issues.
  

  Elite Interiors had to change freight companies due to one closing indefinitely

  causing delays beyond our control.

  We have been very short staffed, and are trying to take care of each customer

  and their ******************** order as quickly as we can, however the furniture industry

  does not always move as quick as we would like for it to.

   

   

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a custom sectional, two custom chairs, custom throw pillows and a custom ottoman in Dec 2022. ($7,919.00 including freight) It was delivered on July 1, 2023. Sectional, pillows, and chairs were perfect. The delivery of the ottoman was refused because one leg was broken and the leather was the wrong color. We immediately contacted our salesperson, ***************************, who said we needed to speak to ******** in customer service. From early July to Aug 3 we were emailing and calling Marietta, but no response or resolution. In August we reached back to our salesperson and found out ******** had left the company and was told to talk to the manager, *****************************. In September we began calling and emailing with the manager. Still no resolution. Told the manager we wanted a refund since we didn't get our product. He said he would contact ******* and look into the matter. No responses for another 3 weeks to multiple voicemails. Mid October, the manager finally called and said he couldn't figure it out, but would refund $1087 (Ottoman cost) to our credit card and even read me back the last 4 digits of our card to confirm. No refund was applied to our credit card. Have continued to email and call leaving voicemails asking about the refund. I even had one person at the store, ***************************, say that she could process the refund if *** would give her the OK to do so. I emailed the manager asking him to give the OK to ******** so she could process the refund, but still no response or refund. My emails have included the copy of the order, photo of the leather ordered, and photo evidence of the broken leg. I can easily provide a call log and email log for correspondences.

  

  Business Response

  Date: 01/31/2024

  Customer has been refunded.

  ******************************************* has been extremely short staffed, on top of a *************** closure including furniture and customer records being relocated.

  We apologize for the delay.
  

  Customer Answer

  Date: 02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree that the refund was finally processed. 

  I would like to note that their reasoning is not accurate and was never part of any communication with me. I finally got action from the business after beginning to copy every employee's email (including the owner) that I could find on the details of the issue along with a very detailed communications timeline of every email and phone call made over the months that I pursued the refund. I finally got the manager on the phone one day, and he stated "Please stop copying the whole company on your emails, I'll process the refund." The refund was processed the next day. (December 9, 2023). The initial incident (broken item on delivery and wrong fabric) and request for refund began July 1

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

• Initial Complaint

  Date:10/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Lexington ************** from Elite Interiors back in FEBRUARY 2, 2023 and paid the total amount ($5,309.00) for the 2 pieces at that time (Invoice No. *****). Accepted delivery of the Desk only on April 26, 2023. The Console was damaged beyond repair. Elite Interiors returned Console to manufacturer/*********. Elite Interiors informed me on AUGUST 3, 2023, that ********* approved REPLACEMENT of the Console. On SEPTEMBER 14, 2023, Store Manager informed me that item has shipped from Lexington to Elite's Shipping Dept./Warehouse. On September 27, 2023, I contacted the Store Manager again, surprisingly, he answered the phone and told me he would call ********* "right now" and would call me back in 15 minutes - Never received a call back. I have called this Store Manager every day since then, but he never returns phone calls; high priority emails are never answered as well.Tried to see if I can talk to President of the company; but was told only the Store Manager can help with my situation. JUST WANT TO RECEIVE THE NEW ******* MEDIA CONSOLE IN EXCELLENT CONDITION THAT WAS PAID FOR BACK IN FEBRUARY 2023.

• Initial Complaint

  Date:09/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of the last 6 months, I have spent in excess of $50,000 with this company. My most recent order - basement Furniture was selected based on quoted availability time-frames. I continually follow up with the store general manager and get zero reply. My furniture is now over a month late and I've had to buy other items.*** is rude and not empathetic. Ive been trying to get in contact with him for almoat 30 days!!!! His comment to me "you're not the only one I'm falling behind with."Simply unacceptable, especially when I have spent the amount of money with the business.I am seeking a price adjustment to account for the temporary furniture I had to buy as well as the absolutely horrible customer service I've received.

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ***************** Game Table and (4) Chairs from Elite interiors on January 11th, 2023 for a total of $3,922. The Game Table and Chairs were delivered on April 7th, 2023. Everything looked good on arrival. After 2 months I noticed the wood inlay on the Game Table began to lift from the table, clearly a defect in the manufacturing process. I have sent two notes to the sales representative, ********************************* with pictures of the defective table asking that the table be replaced and have yet to get a reply. I would like the defective table replaced as soon as possible or a refund for the defective table. The cost of the table was $1,169.

  

  Business Response

  Date: 08/22/2023

  Customer sent emails (2) to a salesperson that no longer works for us. That salesperson hasn't worked here since the beginning of June 2023 and that email address is not readily being checked. If she would have simply called us here at the store to let us know of this clear factory defect we would have taken care of it very quickly. Customer also emailed the manufacturer to let them know of the problem. I'm not sure what day she emailed them but they called and emailed me on Friday morning August 18th. After my conversation with them I called customer to see what the problem was. From my perspective, we had a very nice conversation and I assured her that we would get this taken care of.

  Resolution: Her table is being completely replaced. That decision was made and expressed to customer on a second phone call we had also on Friday August 18th.