Complaints
This profile includes complaints for El Dorado Furniture Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 42 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/03/2022
Type: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 have purchased furniture within 1 week span from *********** store at ********** location and online. From the store I have purchased several items for my mothers apartment which to be delivered to her address. Sofa, dinning table and chairs and a TV stand. TV stand was delivered without an issue. Store sales agent said that sofa will be delivered in Mid December but when order was purchased we were advised that sofa will be delivered end of December maybe January. ( a bit late on notifying us but ok, they should have told us before we completed a purchase, maybe we would have chosen another couch or purchase it somewhere else) dining table and chairs were delivered and one chair was brought with different leg parts. Store has not been very cooperative on delivering another chair. Its been over a week and still no chair. Second order was made online for a bedroom set. First deliver was made and bed couldnt be put together because of defective railings. Next day service came in with wrong parts again. Following week finally correct railings were delivered and bed was finally put together. After I filed a complaint on the store purchase el dorado finally called and I advised them that my moms order still a Missing a chair and on my order drawers on night stands and dresser were not closing properly. To which el dorado said they will have someone call me and schedule a service call to see the drawers. Basically its been over 2 weeks now with No one calling from El Dorado. I have spent over $ ****** on both purchases. Its crazy that I spent so much money and I am not happy with the service or product.
Business Response
Date: 12/08/2022
We have requested a service with a technician. We have also requested pictures of the item in question from the customer. At this time, the service with the technician is pending to be scheduled. El Dorado Furniture is proceeding per our policy from the beginning, with reasonable time frames, the proper protocols and have not denied any assistance to this customer.Customer Answer
Date: 12/08/2022
Complaint: 18518587
I am rejecting this response because:I keep getting constant phone calls with no outcomes. I have submitted pictures to sales associate and then someone called form El Dorado asking to email pictures and to this date no one has sent me an email to obtain pictures or requested a service call. So nothing has been done.
Sincerely,
*********************************Business Response
Date: 12/16/2022
The technician company has been trying to contact the customer to schedule the service for her ********************. A voicemail was left on the customer's phone number.Customer Answer
Date: 12/19/2022
Complaint: 18518587
I am rejecting this response because:
They called once and gave me one option for a service day to which I couldnt commit becaUe I had prior engagement. They said they will call me back and never have. I never had a missed call from El Dorado regarding rescheduling for service. For a business who delivered wrong parts several times and never checked the furniture properly now saying that I dont call them. They should be calling every day to set up a service call. This is just bad business.
Sincerely,
*********************************Business Response
Date: 12/28/2022
Due to the festive days, we will schedule this service as soon as the technician company has availability open. We are still working on your case.Customer Answer
Date: 12/29/2022
Complaint: 18518587
I am rejecting this response because:Until this is resolved I am not satisfied with El Dorado. Appointment was finally made but the issue of furniture is still open. Poor and low quality of drawers.
Sincerely,
*********************************Business Response
Date: 01/06/2023
Customer's ******************** was serviced. She will received another service after we received the part for her furniture.Customer Answer
Date: 01/09/2023
Complaint: 18518587
I am rejecting this response because: yea service was done but still missing a part.
Sincerely,
*********************************Initial Complaint
Date:11/15/2022
Type: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.
Purchase a sectional couch on May 2021. Approximately three months ago the seat back of the corner section of the couch started to become loose and completely unstable to lean on. My mother fell off the side as the metal bar at the back which serves as support not only is flimsily, but it also twists and rotates. In addition to this the couch itself started to sink and it doesnt feel nearly as stir dry and comfortable as it was when new. The company who is in charge of providing initial assessment to the damaged items hasnt been able to make an appointment in almos three months and I am not willing to wait one day more. For the item to be replaced. They furthermore repeatedly claimed that a technician called to schedule and appointment and he left more than one voicemail. On my hand I have zero voicemails from any technicians. The only voicemails that I have are from whoever answers the calls (******, ******) who repeatedly said they would have a technician call but like I said this call never came through. I request either a full refund or an item exchange for same or equal value couch. Regards.Business Response
Date: 11/28/2022
The customer cancelled the technician's visit for service provided to him. The technician company did not have any available appointments as soon as the customer wanted. The customer did not want to wait. As per 11/18/2022 the service has been voided.
El Dorado Furniture is proceeding per our policy from the beginning, with reasonable time frames, the proper protocols and have not denied any assistance to this customer.Initial Complaint
Date:11/07/2022
Type: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 the beginning of October, I received a $8500 massage chair El Dorados delivery people put it together but did not check to see if it worked properly And of course, they also did not show me that at work properly For over six weeks Ive been trying to get this massage chair fixed I spent over $25,000 recently with El Dorado Furniture They delivered all my furniture to the correct address in *************** Now the store manager is telling me that everything was delivered to my old address in *********** I am looking at it here in *************** My sales agent came and delivered a barstool that needed to be replaced, and also knows the furniture is in *************** I am so frustrated because I cannot get anybody to pick up the phone at El Dorado corporate I definitely need your helpBusiness Response
Date: 11/10/2022
We received information that the massage chair the customer bought stopped working. We sent a technician to the sales order delivery address only to find out that the customer ahd moved from the address where we initially delivered the massage chair. Since the customer moved from his old address to a new address the warranty is voided. At the time of the delivery the customer signed the receipt confirming he received the massage chair at the address shown on that sales order.
We have provided the customer with the vendor 's information to contact them directly to service the massage chair. This particular vendor handles any issues with their products themselves, working directly with the customers. We have informed the customer and sent them the vendor's contact information.
El Dorado Furniture is proceeding per our policy from the beginning, within reasonable time frames and the proper protocols and have not denied any assistance to this customer.Initial Complaint
Date:11/07/2022
Type: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.
Order SO#*******XFLT I purchased a table from El Dorado online on May 30, 2022.. I waited several months, and then finally it was delivered on July 27, 2022. When I receive the table it had defects (chips and nicks throughout the table). The driver took pictures, noted the account and said that they would schedule a new table to be delivered. Next delivery, the new table had stains and rust marks throughout. The driver left the first table and took the new one back. The next table (3rd time) this one has swirl and scratch marks throughout the glass. The delivery driver made notes took pictures, took the first table back due it was in better condition than the first table. One of the ladies in the office said this next table for the fourth delivery she will take pictures herself and send it to me. Upon arrival this fourth table had a glass bubble from one of the shards sticking out from one of the shards sticking out of the table (which was not done on purpose, and was a manufacturer defect) on the glass. I did not accept that table because I dont no how that raised bubble will affect the table in years to come (you could put pressure on it and it could shattered the glass). So I sent that table back. I got an email from the lady I was dealing with and she told me that she will no longer be changing that table out and I should choose a new table. I do not want a new table from El Dorado. I wanted this one, since I cant have this one I want my money back. I am not going to pick a new table (as advised from El Dorado ) and I will go else where. But I am really dissatisfied with this company. I spoke to ****** on November 7 and he said I cannot get my money back and can only get store credit. Thats over $2400 and I do not want store credit. Im not going to pay on something that I do not have. I have video proof, the delivery drivers, seeing all the marks on the table letting dispatch know. I have video proof inside my house and outside my house as I have camerasBusiness Response
Date: 11/14/2022
Customer will receive a full refund. Refund will take 7 to 10 business day to be received.Initial Complaint
Date:11/02/2022
Type: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 a 2PC Corner Sofa Dark Gray on 05/27/22 on El Dorado Furniture Store # 3. Sales order # *******MZ23. The item was delivered on 06/07/22 early in the morning. Later in the day when the room was brighter we noticed large stain spots/discoloration on the leatherette of the sofa. I immediately contacted the sales person ********************************** (she instructed me to contact her in case of problems) who asked me for pictures of the defective product. I sent it to her the same day and she confirmed received and reported to their warranty ***** The matter was transferred to ******************************, Warranty Claims Specialist. She requested once again all the pictures which had been sent to the sales person and initially doubted the sofa had a defect. After a lot of back and forth she agreed to send a replacement. To make a long story short, over the course of 1.5 months after the problem was communicated, despite me asking for a technician to be sent to look at the defective product, El Dorado sent 3 different replacements, and they all arrived with the exact same defect: all stained. They were all rejected. After that, ****************************** from the ************* informed me they would not send more replacements nor send a technician. She gave me 2 options: a) I could return the item, which wasn't an option for me since I had discarded my original sofa; b) go to the store and look for a replacement, which I did and found no other item with the same dimensions and pricing. She then told me the subject was now at the hands of the store. The store never contacted me, and then I went back to them asking for a solution. They said the best they could do is offer me Usd 150 to be used on a future purchase which I rejected and found offensive.I asked for a partial refund in order to stay with the defective item. They now (store manager *********) say my case is closed and they will do nothing. By contract we have a 1 year warranty for manufacturing defects.To me this is bad faith.Business Response
Date: 11/14/2022
El Dorado Furniture is aware of this issue with the sofa, and have tried to exchange it in multiple occasions. The customer was offered a re-selection that he declined. We have explained via email as well that this is how the sofa comes from the manufacturers and the staining cant be repaired or removed. El Dorado Furniture is proceeding per our policy from the beginning, within reasonable time frames and the proper protocols and have not denied any assistance to this customer.Customer Answer
Date: 11/15/2022
Complaint: 18349837
I am rejecting this response because:The sofa sold and shown to me at their show room does not have stains. I bought what I saw at the store i.e. a sofa color solid dark gray meaning without any stains. It is not what I received from El Dorado at home. Indeed, El Dorado sent 4 replacements, all them with stains, some even worse / bigger stains than what I got and it amazes me they still sell the same sofa to other customers with the same problem. They offered a re-selection, not an ideal solution, as we want the sofa we bought because of its dimensions which fits exactly the space we have. It is UNTRUE we declined it. We went to the store looked all over, wasted 2 hours of our time and found nothing with the same characteristics (dimensions mainly) of the sofa we originally bought. The sales person even told us at the time there was nothing similar at their store. After all this ordeal, the store manager ******** told me very rudely my case was closed. And only after I wrote a complaint on BBB I've got a call to get another replacement sofa at home which also did come stained and we rejected it once again. Now El Dorado is offering and pushing me to go through the re-selection process again (see attached email) which I can try and waste my time again, but it will result in nothing because we tried before as described above. We are running in circles here with no new solutions proposed by El Dorado to solve my problem. I have proposed a partial refund in order for me to stay with the defective item. They refused several times. I remain waiting for a resolution as El Dorado is in breach of contract. Their contract states 1 year warranty against manufacturing defects which is what we have here and they did not provide a reasonable and definite solution/repair. I'm am a very annoyed, extremely unsatisfied and unhappy customer right with ******************** and it's very comic the following phrase is stamped in the response from their ************* staff (see attached email): "We, the people of El Dorado Furniture will do everything humanly possible to WOW all of our Customers, always." This is FAR FAR from the reality. False advertisement to say the least.
Sincerely,
*******************************Business Response
Date: 11/23/2022
After our final attempt to deliver the exchange on 11/08/2022, no more attempts to exchange the units will be made. The customer has until November 28th to visit one of our stores and re-select for a new sectional. If a re-selection is not made, we will understand the customer decided to keep the units as is and no further action will be taken. If the customer would like to accept the credit previously offered by the store please let me know.
El Dorado Furniture is proceeding per our policy from the beginning, with reasonable time frames, the proper protocols and have not denied any assistance to this customer.Customer Answer
Date: 11/29/2022
Complaint: 18349837
I am rejecting this response because:As informed before, we went to the store back in September and spent 2 hours looking for a re-selection. There were no items with the same dimensions at the same price range.
El Dorado Furniture now offering / asking us to do the same thing again and waste more time without a reasonable resolution.
El Dorado has offered only unreasonable / unworkable solutions: 1) replace the item with another defective/stained sofa, which is not acceptable; 2) re-selection, however there are no similar items at their store.
El Dorado is still in breach of the warranty clause of the contract.
Regarding credit, I was never offered in writing any credit.
I still insist we work on a reasonable partial refund so I can be compensated to stay with the defective item. El Dorado and me have spent more money and time in failed deliveries of replacements, re-selection process than it could have been a monetary settlement between the two parts.
Im asking El Dorado again to review the case and make a reasonable offer for a partial refund or offer something different than a new replacement or re-selection. I was the one willing to work with El Dorado and agreed and proceeded with trying replacements and re-selection. El Dorado never committed to try what Im proposing. They must be reasonable and fair. Id hate to see this going into a judicial litigation, but if I keep being treated without fairness by El Dorado and they keep insisting in breaching the warranty clause of the contract, Im afraid Ill have no other path to follow.
Sincerely,
*******************************Initial Complaint
Date:10/20/2022
Type: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.
My name is *******************, and I am a customer who recently purchased a sofa from the ************* location. ************, I am quite upset.First, we spent over ***** for a leather sofa several months ago. From the day we received the sofa, there were challenges. One of the recliners didnt operate correctly and needed service. My wife and I immediately called and was told someone from service would call during the week, as the delivery was a Saturday. As we didnt receive a call by Friday, my wife and I began calling. Mid-week the following week, we continued to call, we called the store, we called our salesperson, we called everyone. Once we finally got a hold of someone, we were told that there is a grace ****** from when the delivery happens to when the unit can be sent to service. Im sorry but I didnt buy it then, and I still dont buy it today. Another 2 weeks went by and still nothing from service, we continued to call the store and our salesperson to get answers and just kept getting the run around. Finally, we got some real news. Our salesperson decided to then tell us that the service **** was all subbed out to vendor locally to each market and that they have zero control over any action they offer. This is beyond unacceptable. Now, I have had a $***** sofa, damaged from delivery, and almost 2 months in we still have not heard from service and that I am making payments on. Then out of the blue several days later, we finally got the call from service. Set up an appointment and thought we were done. Oh No!! The tech came out, nice guy. Fixed the initial issue, only to discover another issue. The second issue was not something he could fix, but rather needed to order a part and then set up a new appointment to hopefully and finally fix my brand new ***** sofa for the second time. That was 3 weeks ago. Every other day we are calling for updates and are getting no information. I am terribly disappointed with the level of service and customer care offered.Business Response
Date: 10/25/2022
The customer received the ******************** on 08/06/2022. The same day the issue was reported and a service was opened. The technician ********* section of the issue, but parts needed to be requested in order to complete the service. The parts can take up to 3 months to arrive since they are coming from out of the country.The customer he did not want to wait, so we opened an exchange, but the piece exchanged kept arriving not the customer's standards. We then opened the service again as per customer's request. The customer was advised on the estimated time of arrival of the parts and he agreed.
El Dorado Furniture has proceeded within reasonable time frames since the issue was initially reported, following our policy and the proper protocols and have not denied any assistance to this customer. We are unable to provide the customer a refund.Customer Answer
Date: 10/26/2022
Complaint: 18252986
I am rejecting this response because: This is not correct. We never received replacement or replacements. This is the problem, the company is saying and doing whatever they want. They are not customer centric and are lying to customer. Biggest mistake was ever buying from El Dorado. I am paying now for 3 months on a brand-new sofa that is still damaged and is not working correctly. I demand compensation!
Sincerely,
*******************Business Response
Date: 10/31/2022
The customer has been previously informed that we have ordered the parts and are waiting for them to arrive. We did open an exchange on 10/04/2022, but the customer declined it because the customer decided to wait for the part in order to service the item. El Dorado Furniture has proceeded within reasonable time frames since the issue was initially reported, following our policy and the proper protocols and have not denied any assistance to this customer.Customer Answer
Date: 10/31/2022
Complaint: 18252986
I am rejecting this response because: Again, this is now over 3 months from receiving a new $4,000 sofa. Still not resolved. Are you not reading our initial exchange? I had to call too many times to recall just to get zero information. **************** is horrible. My first and last purchase with El Dorado!Fix my sofa ASAP!
Never ask me for a survey, a recommendation, nothing. Because that is what I'm getting from you, nothing. I have wasted hours on this, mew following up because you can't do your job. Terrible company!
Sincerely,
*******************Initial Complaint
Date:10/17/2022
Type: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 purchased a 6 piece leather sectional along with a 3 Year SmartChoice Protection Plan for the total amount of $5,006.35 on March 26, 2022 of which was delivered to my home on April 14, 2022. Over the next few weeks I noticed a line in the leather seat cushion of a greyish color along with loud noises coming from the power switch which worked intermittently on the armless piece when you tried to recline. I contacted the store and was told that my sales person ********************* would be handling the issues. ********************* came out to my home on May 27, 2022 and took a video of both issues that he saw for himself. I was told I would be hearing from JFW Restoration who would be coming out to my home to see the same issues. JFW Restoration finally came out to my home on June 22, 2022 almost a month later. The technician took pictures of the same 2 issues and advised me to list on his invoice my concerns which I did. I was told I needed a new power switch which I waited over 4 months to receive from the manufacturer that was installed on October 6, 2022. The same technician told me he did not have authorization to repair the line of discoloration in the leather seat and took photos again showing the defect in the leather cushion. He recommended that I call ****** del **** the **************** Manager at the store to expedite JFW Restoration to come back to my home to repair the discoloration in the the leather seat who I called and left several messages to call me since he was always with a customer when I called who never got back to me. I tried reaching out to SmartChoice Protection Plan that cost me $479.88 without tax and was told that they could not do anything and that the store was responsible to take care of the problem. I told the person I spoke to with SmartChoice Protection I wanted to be reimbursed the monies I paid for a worthless protection plan and she told me they could not. I have on my cell phone 55 texts to/from ********************* along w/ numerous calls to store.Business Response
Date: 10/20/2022
The customer initially reported a noise from the left arm rest when opening and closing. A technician was sent out to the customer's house to address this matter. The service was processed and the mechanism fixed. The customer tested the ******************** and indicated that was satisfied with the repair.
The customer also reported a stain on the furniture. The stain is not a manufacturer's defect and therefore not covered under our manufacturers defect policy. The customer was directed to contact Montage, the warranty company that provided the customer's extended warranty purchased through us.
El Dorado Furniture is proceeding per our policy from the beginning, with reasonable time frames, the proper protocols and have not denied any assistance to this customer.Customer Answer
Date: 10/20/2022
or
Complaint: 18229415
I am rejecting this response because: It is not a "stain" in the leather seat. The word "stain" was used by my sales person ********************* due to his lack of english verbal skills. It is a discoloration in the leather which is a manufacturer's defect that when I did call "Smart Choice 3-year Furniture Protection Plan" they told me that they called Eldorado Furniture ************* store and advised them it was their responsibility to repair the discoloration and not Smart Choice which is why I am asking that the discoloration be repaired by JFW Restoration asap and that I want a full refund in the amount $479.88 plus tax for a worthless protection plan sold to me by Eldorado Furniture ************* store.SMART CHOICE 3-YEAR FURNITURE PROTECTION PLAN HAS BEEN CONTACTED A COUPLE OF TIMES AND REFUSES TO HONOR THEIR OWN PLAN. I AM ENTITLED AND WANT A FULL REFUND OF THE MONEY I PAID TO EL DORADO FURNITURE *************, ** STORE IN THE AMOUNT OF $479.88 PLUS TAX DUE TO IT BEING WORTHLESS!
Sincerely,
*************************Business Response
Date: 10/21/2022
The customer contacted Smart Choice (Uniters ), the warranty company, on May 26th, 2022. According to the claim, the customer was reporting noises on two recliners. Since she is within the manufacturer's warranty time frame, she was referred to contact the El Dorado Furniture store. Smart Choice is a protection plan for accidental damages caused by the customer.
On June 2nd, 2022 the El Dorado Furniture Store opened a service to send a technician to the customer's home. The technician's report states that the mechanism was loose on two units and he proceeded to service the units and indicated that one new switch button needed to be replaced which was done in the month of October. In addition the technician reported that the black stains that the armless recliner had were NOT A VENDOR DEFECT. The customer was informed by the Sales Associate in the month of August to contact her Protection Plan to report the stain. As per the protection plan company the customer has never contacted them and there are no claims under the customer's name in regards to the stain. The terms and conditions of the protection plan are on our website.https://www.eldoradofurniture.com/smart/Customer Answer
Date: 10/24/2022
Complaint: ********
I am rejecting this response because: I did call Smart Choice Furniture Protection Plan on October 12, 2022 twice in addition to my call to them on May 26th 2022. On both occasions the person I spoke to insisted that the store was responsible for the repairs and not them. Smart Choice refused to do anything about the discoloration or what El Dorado is calling a stain in the leather on the armless power section that was initially reported to my salesperson on May 26, 2022 that he made a video of along with the noise coming from the switch. I purchased a fake "3-year Protection Plan" and just want my money back that I paid for it. I paid El Dorado Furniture $479.86 plus tax on my Sales Order #*******SE35 Invoice.ALL I WANT IS FOR EL DORADO ************* STORE TO REFUND THE $479.86 PLUS TAX TO ME AND I WILL DROP MY COMPLAINT. I WAS RIPPED OFF FOR A 3-YEAR PROTECTION PLAN AND WANT THE MONEY I PAID FOR IT BACK!
Sincerely,
*************************Business Response
Date: 10/31/2022
We have checked with Smart Choice, the ***************** According to their records they do not have an open claim regarding the stain. The certified technician we sent to fix the sofa informed that this is a stain caused by the customer and its not a manufacturer's defect. Furthermore this stain needs to be reported to the **************** United within 60 days.Initial Complaint
Date:08/31/2022
Type: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.
Ordered a fireplace, it was delivered and the men were in a rush on the delivery. After they left my husband realized the frame was moving back and forth. We called our sales person ******************* and she told us that is the way it was suppose to be. Then she spoke to a manager and they said the same thing. Our friends have the same fire place and we looked and theirs was not like that. I called Eldorado again and I have gotten the run around since it was delivered. We found out that they did not put in two screws and the placed the front piece in to much to one side. I had to hire a handy man to look at this for us. I believe with all this aggravation of getting transferred around from Manager to Manager we should be compensated for the delivery since the delivery men did not do the right thing to cause this problem. Or cost of the delivery is ******. Those men were in such a rush to leave they did a horrible job of delivery and the sales women did not do anything to help with the issue and the managers I spoke to did not do anything either. Poor serviceBusiness Response
Date: 09/27/2022
The customer has been informed that the delivery fee will be waived on a new order. The customer will also receive a partial refund of the delivery fee on her last order where the issues happened.Initial Complaint
Date:08/26/2022
Type: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.
Mattress causing or adding back pain , have attempted to call el dorado , and el Dorado is having me call Tempur pedics, Tempur is making me base a matress that is sinking in with a Mop stick and a quarter , i paid ******* for this with a 10 year guarantee and they are both not willing to correct my issue.Business Response
Date: 09/26/2022
A year ago on 09/02/2021, the customer was provided with Tempur Pedic's information as the policy states. Tempur Pedic handles their warranty directly and its common procedures to ask for pictures. El Dorado Furniture cannot take any further action since the manufactures is the one that gives the customer 10 year warranty for manufacturer defects.Initial Complaint
Date:08/26/2022
Type: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.
The El Dorado Furniture and Mattress Outlet store. November 18 2020 was the date of purchase. The reason for the complaint was that the glass on top of the table I purchased collapsed due to faulty mechanism that poorly held the table up. The merchant has refused to refund this purchase. The glass on top of the table did not shatter, but the scissor shape did not hold the glass top up and pulled wide apart as a result of the heavy load of the glass. The order number is #*******ZX66 and the price was $198.Business Response
Date: 09/26/2022
This dining table was purchased at the Outlet Store. Products purchased at any of our Outlets do not have warranty because it is a final sale. However we will extend the customer a one time courtesy and give them
the table glass top.Customer Answer
Date: 09/26/2022
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,
***********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.