Ethan Allen Design Center

To Whom It May Concern: Mr& Mrs [redacted] placed an order at Ethan Allen for one of the advertised Bennett Quick Ship Sofas This sofa is custom-made and advertised to be expected for delivery within days The client's order was placed on 6/25/ The client spoke with the Oklahoma City Design Center approximately one month later to address concerns with the delayed order The Design Center Operations Administrator spoke with the client and apologized for the delay A $customer care allowance was provided to the client for the delay; the original price of the sofa was reduced by this amount.The client was contacted by our Scheduling Dept in order to set a date for delivery It is practice at the time of delivery to pay any outstanding balance due This is outlined in section 3.Dof the Terms and Conditions of Sale.It was at this time, that the order error was found A system malfunction was detected; the sofa order never transmitted and the order appeared to show as received When the error was found, we explained this to the client and sincerely apologized We confirmed that the error was corrected in the system and the client was provided with the offer to place a new order, which should arrive within 3-weeksThe only reason Ethan Allen was unable to deliver the original Quick Ship sofa to the client within the advertised 30-day time frame was solely do this system malfunction The client declined the offer; her order was cancelled and credit card immediately refunded.We sincerely apologize to Mr& Mrs [redacted] for the errors that were encountered and any inconveniences that were caused Thank you, [redacted] ***Regional Client Services ManagerSouthern CA & Southwest Regions [redacted]

To Whom It May Concern: Mr. & Mrs. [redacted] placed an order at Ethan Allen for one of the advertised Bennett Quick Ship Sofas.  This sofa is custom-made and advertised to be expected for delivery within 30 days.  The client's order was placed on 6/25/16.  The client spoke...

with the Oklahoma City Design Center approximately one month later to address concerns with the delayed order.  The Design Center Operations Administrator spoke with the client and apologized for the delay.  A $150 customer care allowance was provided to the client for the delay; the original price of the sofa was reduced by this amount.The client was contacted by our Scheduling Dept in order to set a date for delivery.  It is normal practice at the time of delivery to pay any outstanding balance due.  This is outlined in section 3.D. of the Terms and Conditions of Sale.It was at this time, that the order error was found.  A system malfunction was detected; the sofa order never transmitted and the order appeared to show as received.  When the error was found, we explained this to the client and sincerely apologized.  We confirmed that the error was corrected in the system and the client was provided with the offer to place a new order, which should arrive within 3-4 weeks. The only reason Ethan Allen was unable to deliver the original Quick Ship sofa to the client within the advertised 30-day time frame was solely do this system malfunction.  The client declined the offer; her order was cancelled and credit card immediately refunded.We sincerely apologize to Mr. & Mrs. [redacted] for the errors that were encountered and any inconveniences that were caused.  Thank you, [redacted]Regional Client Services ManagerSouthern CA & Southwest Regions [redacted]
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In response to this complaint, we did not ever intend to pass off a warranted issue.  To our previous knowledge the purchase of the Guardsman Warranty protection  superseded the warranty that we have through our store. It was never our intention to   not warrant any service...

issue, and once we were made aware of the Guardsman policy we   handled the service concern promptly. The sofa has been reordered and will be delivered to the customer  for a direct  exchange once it is received in our store.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Complaint: [redacted]
I am rejecting this response because: I want other customers and future customers to be aware that Ethan Allen employees make mistakes. This was the second time I had ordered furniture from Ethan Allen, and the second time my order was not delivered as ordered.  I will not give them the opportunity to make further mistakes.  I have taken my business elsewhere, and I will never buy anything from Ethan Allen again. Also, I don't buy into their excuse of "system malfunction". There should be human beings checking and double checking orders for accuracy.
Sincerely,
[redacted]