El Dorado Furniture
Reviews and Complaints

My new table is very scratched.

Didn’t see it right away because I was in the process of moving. This is not acceptable that my new table I hardly use is completely scratched all over. I live here alone and don’t even eat on the table, I eat sitting on my couch watching TV.

A man from Furniture Touch Up already came out and saw how scratched it is. I haven’t heard any feedback from Eldorado since he was here.

Run away from this company and its gimmicks & poor quality merchandise. El dorado is not what it use to be. I was a loyal client for over 10 years & after this recent experience I realize that I will never purchase from them again. It started out with 3 bar stools - the sadie swivel chair at $399. The day of delivery 2 out of 3 came with markings on the sides of the seat, it looked like when someone has a box opener or knife & cuts several times over - this was brought to the attention of the delivery guys & they stated its just glue and would open a repair ticket to have them cleaned. Mind you a month went by & i followed up with the store & they found the ticket that said that but never called me to set it up. When the repair man saw the chairs he said those are actual scratches not glue & would not come off. I called the store to report this & they said we had to wait for the report of the repair man & then we can talk. Another 2 weeks go by & again no phone calls or follow up. I was finally able to speak to a clerk when I went to the store in person - since I was needing to purchase more items for the home. I told my sales rep & she said pick out the furniture & then we will follow up on the chairs. I was simply asking for them to exchange the chairs, not asking for a refund or money back. After the sales rep tried to speak to multiple managers, the store denied the exchange & said it was because I didn't return it when they were first delivered. I couldn't believe it & was appalled. So for listening to their employees & following the protocol that they said, now i'm left with 2 damaged chairs & that's it. Second, the other items (2 swivel chairs in Navy blue) by this time we had ordered & delivery scheduled for the other furniture. They attempted 4 times to deliver one of the two chairs & each time the fabric was damaged. Now they are saying " we have attempted to deliver the same chair 4 times & the defects is how the chair is, no more attempts can be made." Seriously ... so you take clients money that has no defect but you sell me a defective product. You have lost my business & I will let everyone know of El Dorados misleading & terrible practices & poor customer service.

Sales order # 0529124WG53 Store #14 Kendall

I have been a customer for over 10 years. I recently purchased a white sofa sectional. Part of the sectional is white and part of it is of-white. On the order that I signed it is very clear WHITE LEATHER/MATCH TOP CRAIN SOFA

This is incredible, such an expensive product and is not what I purchased.

I bought this sofa because of the durability and the way it has to be cleaned. the cleaning process is water/detergent and a soft cloth. I had it for 3 days and there was a spot on it. I cleaned it according to the directions, which are posted online as well as in my paperwork. It left a large stain.

I contacted customer service and after a month of waiting I was told there was nothing the manufacturer would do. I was looking for suggestions on a better way to clean it, wanting to know if I can send it to a cleaner or would that make it worse, and some sort of guidance.

I received an email 1 month later after I contacted them requesting a follow up. The El Dorado customer service rep said there was nothing them or the manufacture would do. I wasn't looking for a replacement, I was looking for help in fixing the stain.

Absolutely the worse customer service, follow up and product.

Per Sales Order #0905111UC43 of 9/5/2021 - I purchased 9 bar stools at $272.54 (base price), plus 5% "prep fee" of $13.63, plus 7% sales tax of $20.04 for a total price of $306.21. (Also included was a bunk bed, rails, slats, etc. for $637.14 - exclusive of 5% Prep Fee and 7% Sales Tax)
Upon delivery, one stool was damaged - as confirmed by El Dorado delivery person. Pickup for the damaged stool was scheduled at that time but did not take place until recently or almost four months' later.
After trying out the other 8 stools it was determined that the construction of the item was poorly made. (There is a metal ring at the bottom of stool that hits the cabinets when swiveling, unless you move the stool a good deal away from the countertop/cabinet.) This metal bar/ring at bottom of stool was destroying my newly installed cabinet doors. We tried placing a piece of foam to avoid damaging the cabinets but that did not work.
We called the store, explaining our dilemma, and asked if we could return the remaining 8 stools and purchase a different product. We also stated that we were willing to accept discounted price on the return. (They were brand new and in my possession for less than a month or so.) I was advised that they could not take them back because it was more than ten days after delivery.
As stated above, I cannot use these stools because of the damage they are causing to the cabinets.
Finally (less than two weeks' ago), the damaged bar stool was picked up. The refund I was credited for was $192.60. The expected/calculated amount is $306.21 as per above. The difference of $113.61 is respectfully requested.
I was transferred from department to department and finally ended up in Customer Service. I spoke with a Manager today and he advised that the price of the stools was "adjusted" because the total of my invoice decreased due to my cancelling the bunk bed. (The reason for this cancellation was due to my being promised a certain delivery date and this constantly was being changed and item was not expected to be delivered for some time in the far future! Being that I needed the bed, I had no choice but to cancel and look for something else in a different location)
We were told that because of the cancellation of the bed, the total price of the invoice was adjusted and we were no longer eligible for the discount of $300 that had been applied initially. Thus the refund for the damaged stool was only $192.60.
The bottom line is that I PAID $272.54 plus 5% and 7% for the total of $306.21 for each stool. I feel that I am due back the total of $306.21 for that damaged stool - and NOT $192.60.
I am respectfully requesting that the balance of $113.61 be credited to my account. I thank you in advance for your consideration in this matter.
After spending $3, 471.62 (as per the total of the Sales Order), less the return of the bunk bed - I feel that I should be considered a good customer and deserving of better treatment than that which I received.

Here we go again! I finally received a call from Montage today but I was at the Veterans Administration being seen by people that care. When I returned home I started calling MONTAGE at 2:15pm EST August 19th 2021. It is now 3:27pm EST August 19th and I am still on HOLD! They say to use their "Amazing Portal" which I did 2 weeks ago without a response. I must admit your company does not have any credibility whatsoever. Even after 2 previous letters to you I am STILL WITH A FUNCTIONING CHAIR, not even a company that stands behind its product! Again I demand a return of all monies paid for a (non) service contract..at once. I have written one google review but I assure you I will be writing another to explain the incompetence and failure to satisfy ONE customer. By the way it is now ONE HOUR AND EIGHTEEN MINUTES ON HOLD! Message just said my wait time is more than 25 minutes! Are you kidding me?! Disgraceful, pitiful, scandalous, shameful. shocking and your company is full of 💩. One hour and 23 minutes oh hold! Good riddance!

I was unable to make a payment online on the due date so I had to refer to making a payment on the phone. Subsequently, I received the statement for the next cycle and it showed a late fee. Spoke to one associate and stated he could only refund partial of the fee. Out of ridiculousness, spoke to the supervisor to only hear word of advice to not wait for the last minute. In the end, the fee was reversed, but matter is you should hear the words of your customer and see the paper trail. All payments have been on time and this was the first incident, so there should be one time courtesy. You are a huge company and this should not be a harmful task. In turn, your company needs to sharpen up on customer service skills. Your first associate did not have to give me the breakdown of payment options. I AM QUITE AWARE, if I had to convert from online payment to phone payment. Moreover, your supervisor did not have to provide word of advice. This does not settle in the ear well. This is not grade school nor Dr. Phil. I should be able to go online and pay my bill as I please without a problem. As you know, modern technology has their problems so I should not have to go through one representative after another to get a handle of a first time incident. Retrain your staff. Professionalism and courtesy is lacking greatly in this situation. I expect a return response of your understanding!

My name is James Cardozo. I have been a customer for over 15 years. I recently purchased a sofa sectional and as usual I also purchased the warranty coverage on it. Part of the sectional broke so I called the El dorado store in Kendall Fl to schedule someone to come fix or replace it. I was told I would get a call back from a technician within 48 hours. Four days later after no call I called again to schedule the same appointment. This time I got a call back and the gentleman told me they were very busy and his first available appointment was in 2 weeks. I told him fine and booked it. It was scheduled for Oct. 11th between 9-11am. At 145 pm I called Eldorado very upset and requested to speak to a manager. I was told they were trying to contact the company. At 215pm the technician called me and said he lost my paperwork and that could he come after at 5pm. I said no since I changed my work schedule from day shift to evening to be here today. This behavior is unacceptable. What kind of customer service is this? I am extremely disappointed and I will no longer do business with your company. For such a large company it surprises me that you would subcontract a nickel and dime company to make your repairs. I want my furniture fixed ASAP. I will no longer deal with this incompetent technician. Please resolve my issue. The phone number on my account is [protected]. James Cardozo

I purchased a $3,009.00 couch on 11/26/18 and statement read the couch would be available after 01/02/19 . The couch was on "back order" per website. When I called in to customer service they said the shipping container had not arrive didn't know when it would arrive. The new arrival date read 01/23/19. Called today Wednesday January 16th to follow up on the availability and was told, no guarantee but won, t be available until the end of this month or after 02/09/19. Needless to say that I fully paid for the couch. Going on 2 months and don't have a couch or $3, 000.00 in my account gaining interest. Perhaps 2 stars was too generous .

We purchased a glass top dining room set from El Dorado Furniture in Fort Myers Florida about 2 months ago. We were told that the dining set was of utmost quality. After using the set for a short period of time, the glass top of the table has deep scratches all over it. There is some cheap layer over the glass. Even with the table covered and placemats on, scratches appear underneath. The glass is made of a very cheap, low quality glass, along with the chairs and the table that wobbles. The biggest defect is the glass top and all the scratches that appear. We have contacted the store and customer service six times with no results. The e-mail they finally sent to us stated that they were not responsible for the table and refused to do anything about it! I don't believe this table will last six months and we are only two adults in the house. Do not buy furniture from El Dorado in Fort Myers. Their customer service is deplorable and they take no responsibility for the furniture they sell. They obviously get cheap furniture that is imported from China, especially in our case with the defective glass on the top of the table. Please be aware and find your furniture elsewhere. If something goes wrong you will get absolutely no help from them whatsoever. Once they have your money and get you out the door that's the last you will hear from them. Unfortunately, I have heard many other people complain about Eldorado refusing to rectify customer complaints but this was after we had purchased the table. Stay away unless you want inferior furniture!

I purchased my mattress on 10/20/16 Carlos Perazzi collection and paid $800 plus tax and delivery. After a year and half, the mattress started bulking in the middle. I contacted them because the mattress has a 10 year warranty. Then send someone out who determined that the mattress had an area in the middle that was sunken @ 2.5inches. Two weeks pasted and no one followed-up with me. I then called and they said the warranty was void because there were stains on the mattress. I provided them with photos and a video showing no stains on the mattress. The operation leader contacted me and said that they had approved the claim but the mattress I purchased was no longer in stock. She informed me that I had to go to the store and pick out a new mattress. On 11/2/18 I went to the store and the mattress that is available that meet the specifications of the one I bought cost $999 plus tax and delivery. When I spoke to the Manager he said that I would have to pay the difference. And that he would not do anything about it.
I bought a mattress that is from their own collection ( El Dorado makes these) that turned out to be defective, as a matter of fact, they discontinued that collection because of problem and now they want to charge me more money to get a new one. Obviously, they just want more money.

i bought from el dorado a kids white mirror desk. at the el dorado furniture store it item was beautiful!. but when the kids white mirror desk was delivered to me. the mirror inside the desk was gross!. i couldn't enjoy myself. i tried to put on my make up but i couldn't my eyes were hurting me from the disgusting mirror!. so i called & talked several times to the head department of furniture. i asked them to please remove the disgusting marks on the mirror desk or please replace it!. el dorado refuse to help keep!. but iam not surprised that they said no because in there furniture store i had terrible service!. Lemor davidovici

I purchased some furniture back in May of this year and 1 of the items the Bedroom Chest was not going to be available until Mid June. So we were good with that. Then come June we were told July then in July we were told Aug. Now they have the balls enough to tell us in Sept they will deliver.

That is 5 months latter after spending over 3k with these RIP OFF Artist. These people are just ridiculous to say the lease. Think the Spanish Owned Company likes taking advantage of not only other Latin's but anybody fool enough to believe their lies.

This is definitely a BUYER BEWAERE company.

WORST customer service experience and the quality of furniture is JUNK! We purchased a motion recliner sectional (4 recliners), paid over $2000 and less than a year later it was falling apart. Seats are sagging, leather looks worn, and 1 of the recliners was replaced 2 times because of a broken frame. Looks like it's 10 years old with LOTS of use when it's just a little over a year old and only my husband and I use it on a regular basis. 1 of the recliners' seat is so bad you sink into it when you sit down. They refused to do anything about the problems - said if it was over 90 days they couldn't do anything to help because apparently there is no other guarantee for this piece of junk product I was sold.
I would expect this type of quality if I had paid a lot less, but not for a $2000 piece of furniture. Stay away from this store. SHAMEFUL that a family business that started out as a great place to shop has turned into nothing more than money hungry sales people and uncaring staff. STAY AWAY from this store, too many other great places to buy furniture in South Florida.

I purchased a coffee table from the company's store in Pembroke Pines. At the time of purchase, the salesman told me that delivery would cost $65 and I should arrange the day and time with the cashier.

I chose a date and the cashier began to rattle off delivery times. I chose the first option - 7 am to noon.

On the delivery day, we were called by someone who said the delivery time would be noon to 4 pm. My husband was angry about this as he had taken off from work to receive it and called the salesman, who said the delivery would be even later - 4 pm to 8 pm. My husband demanded a manager call him back. A person who supposedly was a manager did and said they never made any promise of delivery time to me. I called the manager (as I was not at home during the last call) and he said no one ever told me it was supposed to be delivered at a certain time "We train our staff not to do that, " he said.

I told him that I could understand basic information and was told this, that I had furniture delivered from their store before with this understanding without incident. He denied that this could have occurred (despite the fact that I was in their system). I said that if he wanted to deliver it later, we should get a discount for losing a day to this process.

"Ooooooh, " he said. "What you want is a discount." As if that was my real agenda for complaining - never giving any credibility to my understanding with the company.

I said "No. I want my furniture by noon as promised and I want the rest of my day. But if you aren't going to do that, I would like something back in return."

He refused. He said the furniture was already on a truck bound for the later delivery.

In telling a friend about this, she said the same thing happened to her with the company.

You can avoid this problem by making sure that when the salesman and/or the cashier make a verbal promise about delivery that you have them write it on the contract. If they don't, call a manager at that very moment and say you were told you could have something they would not put in writing. Make sure they know that people are onto them. If you do order from them, be prepared to wait an entire day for your order, despite the fact that they tell you otherwise.

Years back I bought a wall unit from them and they delivered the furniture damage and one of the pieces of the wall unit didn't match with the other.

I refused to accept it and I asked them to take it back. It took me about 4 trips to their store to try to get my money back. Every time I went they came back with a different story including misplacing my purchase receipt. They are the worst, horrible customer service. I swore to myself I would never buy a piece of furniture from them even if they are on discounted prices.

I bought furniture for 2 bedroom home there and realized later that they made a mistake writing and selling me a totally different colour for my bedroom set. How little I knew, that was a beginning of nightmare! I was not aware that they basically borrow the pieces for delivery from customer orders if they do not have it in stock. They also did not tell us to pay in full or may be manipulated by that saying in a day after I paid a full balance that couple of items are missing. Didn’t you tell me one day ago that you have got everything in stock for me reserved to be delivered? None of the sales people speak ENGLISH. You cannot trust these people, they do not know what they are doing, LYERS!