Ethan Allen Global, Inc.

Thank you for allowing us the opportunity to address *** ***'s concernsI have reviewed this matter with Herbert W***, New Jersey District Operations ManagerI understand MrW*** has reached out
to *** *** regarding her concerns and to explain that per Ethan Allen's warranty they have the right to make repairs before they can move forward and replaceMrW*** would like to arrange a pick up for repairs and if they are unable to bring the buffet to Ethan Allen's standards, then they will take the necessary steps to replaceMrW*** can be reached at ###-###-####, if *** *** would like to follow up with him to arrange the service evaluation.After carefully considering all of the details regarding this situation and based on the above , although we understand *** *** is disappointed a reorder will not be offeredI am sorry we could not offer the resolution requested, and would like to thank you for taking the time to contact us
Respectfully,

We would like to thank you for allowing us the opportunity to address Ms*** concerns
I have removed Michele *** name from our mailing address
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Our Marketing specialist has reviewed our records and has verified Ms*** information have been removed from our mailing listOur catalogues are shipped on a monthly basis and it may take up to months for the catalogues to stopWe have also contacted *** to make sure Ms*** information is not shared again with Ethan Allen Global
Thank You
*** ** *** ***
Ethan Allen Corporate Office
Client Services

Thank you for allowing us the opportunity to address Mr
*** concerns
"margin: 0in 0in 10pt;">We have carefully researched this situationIt appears that
Mrs*** *** had requested to be
removed from our mailing list in July of We are not sure why she hasn’t come
off the list yet
Then in April of
we had the following name only request; *** *** and *** *** but no
address was provided Without this
information, it is difficult to remove it accurately
We have contacted Experian directly who is currently
processing the September magazineThey will make
sure Mr*** is not part of that mailing or any more going forward
Best regards,
*** ***
Corporate
Client Service
ETHAN
ALLEN GLOBAL, Inc
*** *** ***
*** ** ***
*** *** ***

Complaint: ***
I am rejecting this response because:
Ethan Allen has not come out yet to do a re measurement I told the regional manager that even though she insists the first technician performed the measurement incorrectly , the measurements are still off , and I am waiting for this to be confirmed when they come back out to remeasure .
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Nothing is being done to remedy the poor quality product I was givingIn the message I received they mentioned I stopped in to voice my complaintThat is false, unfortunately what it sounds like, is that there are so many complaints they can't keep trackI've reached out through telephone only and have yet to get a response*** has come out but the issues are not fixedThe cusion is still not sitting square in the seams and the table is still sensitive at bestI don't feel comfortable even touching the table because it mars so easilyMy next step is to contact the news so they're can do a story on the terrible customer service and poor quality.
Sincerely,
*** ***

At Ethan Allen, our goal is always
to ship products as soon as is possible

We truly apologize for the delay in shipping *** *** furniture. I have been in contact with
the local Ethan Allen design center and I have been advised *** order
has been canceled and a refunds has been issued. We truly appreciate client's feedback and
would love the opportunity to work with *** *** in the near future

To begin with, we would like to thank *** *** for allowing us to address her concerns
I have reached out to regional management and was advised by *** *** ***, Customer Service Manager that local management has elected to remove the delivery fee from the client's order. *** *** is being sent a copy of the revised order, via U.SPostal Service
Respectfully,
*** ***
Client Services Representative
Corporate Client Services
ETHAN ALLEN GLOBAL, INC

We would like to thank you
for allowing us to address Ms*** concerns
We have reached out to *** ***, Regional
Operations Manager, to discuss the sofa
Mr*** and advised the client’s piece is a custom sofaOn her quote it was
labeled, the order she signed and the delivery slip that she signed was also
noted that the piece was custom and had square stitchingMr*** also
advised that he spoke with the credit card company about the dispute. I also, spoke with the client and advised her
of the reply from Mr ***This point of sale issue and there is nothing
further will be offered to Ms ***, we considered this matter closedThank
you,
*** ***
Client
Services Representative
Ethan
Allen Global, Inc

Complaint: ***
I am rejecting this response because: The marketing material I continue to receive is from the *** ** Ethan Allen store. I believe Ethan Allen can and should stop mailing me immediately. It should not take monthsTheir response is not acceptable
Sincerely,
*** ***

Complaint: [redacted]I am rejecting this response because:
I was not given the option to cancel.  I requested cancellation and was flatly REFUSED.Sincerely,[redacted] %

We would like to thank you for allowing us the opportunity to
address [redacted] concerns.
 
I have been in contact with the local principal for Ethan
Allen [redacted] has
advised, he has personally reached out to [redacted] and together they are
working toward a fair resolution to this matter.

Thank you for forwarding the concerns of [redacted].  We contacted Regional Management directly to review her concerns.  We have been advised the Operations Administrator for [redacted] contacted [redacted] personally.  The Operations Administrator spoke with GE Capital...

regarding [redacted]'s account and was told the account was under [redacted]r with the same address Ethan Allen has on file.  It was also verified that there wasn't an account under [redacted]'s husband's name, just [redacted].  GE Capital also informed in order to make a name change on an account after 30 days an individual would need to send I.D.  The District Operations Manager additionally advised the designer contacted [redacted] on Monday whom [redacted] informed all was well with the furniture; the frustration was with GECC not being able to change account information over the phone.

Complaint: [redacted]
I am rejecting this response because:  
 
[redacted] has misinformed Ethan Allen Corporate.  First off, when the blind was brought to the service center, we were NOT "informed anything not covered under warranty would be charged."  The only conversation that occurred was that the blind was under warranty, the left cord lock failed and caused damage to the cords so the blind no longer goes up and down.  And a receipt was given to us for the blind with NO information of any possible charges.  We were told by Ethan Allen that this was a warranty repair.
 
Secondly, the blind is only 12 years old not 14.  I have other blinds in my house that are 30 years old and still function just fine.  These blinds are supposed to last a lifetime.  Just because a blind is 12 years old is no basis for making a determination that it is normal wear and tear based on its age.  The company that fixed the blind...[redacted] stated that the cord locks were not sufficient for the weight and length of the blind and that [redacted] has had to upgrade the cord locks as they know they are defective.  [redacted] also confirmed that the cords were damaged by the defective cord lock .  There was never ANY talk of "normal wear and tear".    This response confirms this to be true as they do acknowledge that the two new upgraded cord locks were installed.
 
Thirdly, they still continued to charge us the $55 and refuse to honor the lifetime warranty.  [redacted] told us that we have a debit of $55 on our account and cannot purchase anything from Ethan Allen until that debt is paid.
Sincerely,
[redacted] & [redacted]

I have discussed [redacted] concerns with [redacted], District Design Manager and [redacted], Regional Vice President. This was a courtesy service performed for [redacted]. [redacted] is allowing the recovery of their sofa, although it was deemed within standards by our technicians and factory. The Design Center agreed to accommodate the labor cost and part of the fabric, if [redacted] would take responsibility for half of the cost of the fabric. Unfortunately there have been some delays in the receipt of the re-selected fabric.
Thank you,
[redacted]
Client Services Representative
Corporate Client Services
ETHAN ALLEN GLOBAL, INC.
1 Ethan Allen Drive
Danbury, CT 06811
Phone: ###-###-#### Fax: ###-###-####

10pt;">We would like to thank you for allowing us to address Ms. [redacted]’s
concerns.
We have reached out to Aubrey S[redacted], the District Design
Supervisor for the [redacted] District. 
Ms. S[redacted] advised that she has been in contact with Ms. [redacted] on
several occasions.  Ms. S[redacted] has
advised that the client has been contacted for delivery of the upholstered
benches.  With regard to the sofas,  Ms. S[redacted] has advised Ms. [redacted] that they are being completed at the plant this
week (week of 9/28) and are estimated to arrive locally the week of 10/12 for delivery.  The client has also been offered and accepted
compensate for the delay’s. The client was also advised that her designer would
like to be present on the day of the delivery.
Regards,
Tim L[redacted]
Ethan Allen Corporate Office
Client Services

We would like to thank you for allowing us to further address [redacted] concerns.
I have been in contact with Mr. M[redacted], Regional Operations Manager for the Florida area. Mr. [redacted] has advised they have communicated to [redacted]s that although they are willing to accept a return on the sofa that Mrs. Davis has had in her procession for the last 8 months with out making payments, they are not willing to reimburse her the storage fees.
After carefully considering all of the details regarding this situation, although we understand Mrs. Davis is disappointed, based on the above we are not able to offer the resolution [redacted] has requested.
Best regards,

Complaint: [redacted]
I am rejecting this response because:  The Service Center is called Ethan Allen Service Center, not [redacted] Service Center and is in [redacted] not [redacted].  [redacted] Blind Company said they are both authorized dealers and are both obligated to honor the warranties so it does not matter that they are independently owned.  We first went to Ethan Allen furniture store in [redacted] and they told us to take our blind to The Ethan Allen Service Center in [redacted] for warranty work.  They did repair the blind and finally returned it to us after holding it hostage for one month and they charged us $55.00 for the repair and will not honor the warranty.  [redacted] of the EA Service Center (on May 5th when we were finally allowed to pick up our blind), says we have an outstanding invoice for $55.00 and it will be on record there and that we can never shop there again.  He threw us out and said he was going to call the police on us.  We've never been treated such a way by a business before.
Sincerely,
[redacted] & [redacted]

Complaint: [redacted]
I am rejecting this response because:
I strongly feel that the "fabric" on the couch itself is at fault for the "dye transfer".  I also purchased two arm chairs with an equally light color from Ethan Allen, at the same time the couch was purchased.   The same people sit on the chairs as sit on the couch,   there is NO color transfer to the chairs.    For the past 32 years, I have had light colored couch and chairs.  NEVER  has there been dye transfer from a person wearing dark clothing to these pieces of furniture,  nor was it necessary to clean the furniture professionally.
The couch in question at this time was delivered to my home on Dec. 23, 2013 and needed to be cleaned in early Feb. 2014 and again in March 2014.   The furniture has NOT been abused.    People sitting on the furniture have worn clean and expensive clothing.
I wore "jeans" to the Ethan Allen store when I bought the couch and two chairs.  NEVER at any time did the sales representative tell me about the possibility of "dye transfer" from clothing to the couch.    When I asked if the couch should be treated with "scotch guard" ,  I was told that the fabric was "infused with a product" to prevent soiling. 
I am completely satisfied with the two chairs in a similar light color,  BUT NOT WITH THE FABRIC ON THE COUCH.   This couch is now covered with a white sheet in my living room.    It looks awful to see a sheet covered couch in a formal living room,    and certainly an embarassment.   
Ethan Allen should stand behind the products that they sell.    The couch should be replaced in another fabric.
 
  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was unaware that the sofa had a square stitching pattern on the cushions when the quote and order were created.  I thought I was receiving plain cushions without buttons. The contract that I signed said 'Stitching w/o buttons'. This phrase is very ambiguous and could be interpreted in many ways. Furthermore, the phrase 'square stitching' is not anywhere on the order I signed.  It states 'Stitching w/o buttons.' The word 'stitching' does not define 'square-patterned' stitching on cushions.  I also want to note that the fabric has circular indentations in each corner of the square-stitching pattern that look as if buttons were on the sofa at one point and then removed before the sofa was shipped to me. It is apparent in the photos I sent to [redacted] at the [redacted]. After further online research, I believe the 'square-patterned' stitching that is on the cushions is to help give the cushions an indentation when buttons are placed on them for tufting purposes.  If the buttons are removed, the cushions are not tufted.  Therefore, the 'square-patterned' stitching that is now on the sofa is a design element without a purpose.   
I would appreciate that this matter be resolved either by replacing the cushions without the 'square-patterned' stitching or allowing me to return the couch to Ethan Allen and refund me the amount paid for the sofa.  Thank you for your assistance.   
Sincerely,
[redacted]

Thank
you for...

allowing us the opportunity to address Mr. [redacted] concerns. 
 
 At
Ethan Allen, our goal is always to ship products as soon as is possible. 
I would like to extent my apology on
behalf of Ethan Allen for the delays in shipping Mr. [redacted]’s recliner. I
have shared your feedback with the Vice President at our manufacturing facility
and we were able to identify an opportunity for improvement within their
operation so a similar situation does not occur in the future and were able to
identify an opportunity for improvement within their operation so a similar
situation does not occur in the future. 
I have also shared Mr. [redacted]’s
comments with the local principal Mr. [redacted] for Ethan Allen [redacted].  Mr. [redacted] has advised he is not able to
offer Mr. [redacted] the incliner at a 50% discount. 
 
After
careful consideration, although we understand Mr. [redacted] is unhappy, we are
unable to accommodate his request.
Respectfully,
[redacted]