Ethan Allen Conference Center

Review: My husband and I ordered custom drapes which includes all the materials, hardware and installation. We met with the design consultant who was very professional and we made our 50 percent deposit on July 21st 2015. The order total was 4229.41. We were told the drapes were custom made and therefore would take up to 10 weeks max to complete. After 10 weeks we finally got our installation date on September 28th. I took half of the day off of work in order to be there. After about an hour the installers realized the drapes were about 10-20 inches too short and of course they were unable to install. We were told by our installer that unfortunately there was a mistake in the ordering and they would need to reordered. We were promised they would do everything to expedite the process. I was kind and patient as I realize mistakes to happen. Weeks went by and I began to feel frustrated with the amount of time it took. We were hoping to have our drapes for Thanksgiving, etc but they were not ready. We finally got our second installation date on December 1st (9 weeks after the reorder and 19 weeks total after original order). I was expecting Ethan Allen to do the right thing and offer us a discount for out inconvenience. I was disappointed that a discount was not offered and therefore I contacted the designer's supervisor as I was told she was the one who could make that decision. The supervisor appeared to get defensive in response to my request and told me that they were going to show me that I already got a discount initially as the designer made a mistake when completing the invoice. She explained that because of this they could not give me an additional discount. I explained that if that is in fact true, it is again their mistake and has nothing to do with the inconvenience of having to wait 19 weeks for drapes. The supervisor then told be (with an attitude) that they would give me an additional 10 percent discount. I was very disappointed when I got off of the phone. Not because of the discount that was eventually offered, but because of the way that I was treated. I feel we are loyal customers who stuck with Ethan Allen only to be treated as if I should be thankful that we were already getting a "good deal". However, I let it go. Today (11-30-15) I received a phone call from the designer confirming the installation tomorrow and asking for the payment of remaining balance. I asked to receive a breakdown of the price so I could see our 10 percent discount. She told me she would send it and verbally told be we would be getting 205 off. I explained that this is only 5 percent off the price and it looks like they are only giving me 10 percent off of the remaining balance of 2150 (205 is actually less than 10 percent of that). She explained that she would need to again speak to her supervisor. I am tired and I do not want to argue. However, I feel wronged here. Mistakes happen and I can understand that. Ethan Allen should honor loyal customers who are patient and kind and stick with them despite such a mistake. Instead I get treated like I should just deal with it and wait. I imagine they must think there is not much I can do since they are h[redacted] 2150 of my money which they have had in their possession since July 21st.Desired Settlement: I would like for Ethan Allen to do the right thing and honor our commitment to them with a FAIR discount of the TOTAL price of $4299.41 for the HUGE inconvenience of having to wait an additional 9 weeks for drapes (total of 19 weeks).

Business

Response:

We would like to thank you for allowing us to address Mrs. [redacted] concerns.

We have reached out to Mayra P[redacted], Customer Service Manager, to discuss the discount.

Ms. P[redacted] advised Designer Center Manager, Sharon B[redacted], has reached out the client leaving a voicemail on 12/16/15 advising that Mrs. [redacted] was provided two credits totaling $429.94, 10% of the order as request. One credit was for $224.50 & the other was $205.44. Mrs B[redacted] noted that she mailed out paperwork reflecting this and had a break down of the entire amount, less the deposit, less the credits and the final balance.

Tim L[redacted]

Client Services Representative

Ethan Allen Global, Inc.

Review: Long story short, we ordered a set of living furniture from Ethan Allen in the past. A few months ago, we ordered a computer desk. On the delivery day, the desk turns out to be too big to enter the room door so the desk was returned. We were told that they will turn the payment for the desk into store credit and as long as we spend the store credit there will NOT be any penalty or stocking fee. We went to the store a couple of weeks ago trying to pick up some pieces. We met a representative and she agreed to help us to pick up more pieces. She never showed up in our appointment. My wife called multiple times and they promised to call us back, but they never did. Last week, my wife talked to them again but was told they already charged us with 15% restocking fee on the returned payment. My wife asked to speak someone and they promised again to give us call, which never happened.

At this point, we feel quite frustrated because of this frequent dodge of providing their customer service while necessary. Also they simply charged us the restocking fees while the previous agreement said as long as we spent the returned payment they would not do such things. As a matter of fact we have been trying to find pieces we need. Anyways, this has been quite frustrating. As customers, we felt there is lack of basic respect for us from this store.Desired Settlement: We simply want to finish the decoration of our home, which has been complicated by this experience. I hope Ethan Allen could take their responsibility to provide the kind of customer service that they have been advertising and promising for.

Business

Response:

Thank you for allowing us the opportunity to address Mr. [redacted]’s concerns.