Ethan Allen Global, Inc.

Thank you for allowing us the opportunity to address [redacted]
We have reviewed this situation with local management and have been advised [redacted] first disputed on 8/13/15 and lost on...

9/15/15. She stated that the sofa is squeaky, we attempted to contact her in order to send out the technician to inspect the sofa, but [redacted] specifically requested the inspection to be conducted on a Saturday only. We were able to accommodate her request however she declined the inspection and requested her sofa to be picked up and refunded. In October 2015, she then again disputed since the dispute reason code was 53-Not as described or defective and according to the bank this is considered unresolved so the bank refunded [redacted] on 10/16/15 $4,368.36. At this point Ms. Davis has the sofa and we sent her a certified letter in attempt to recollect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for allowing us to address [redacted] concerns.
We have been advised by [redacted], Customer Service Manager that both Mr. and Mrs. Deuel have agreed to wait for the remaining item to arrive.  They have been given an additional $200 discount for the delay.  They are aware that the last item is due to be in [redacted] the last week of March. 
Design Center Manager, [redacted] has spoken to both [redacted] a few times within the last week. [redacted] was advised the Design Center was willing cancel.  They said they preferred not to, as they had already waited this long.Thank you,
[redacted]
Client Services Representative
Ethan Allen Global, Inc.

Complaint: [redacted]
I am rejecting this response because:As Ethan Allen Global, I hold you responsible
for the actions of your managers and 
franchise owners.  Especially,
since I have been informed by your [redacted]
division, that the mix up
with my chairs occurred in the custom production phase which is
centralized for all stores in the U.S.  If the custom
order had not been bungled in the U.S.,
I could have received my chairs with the rest of
my furniture on December 30th, 2014, almost 
two months before the [redacted] store 
closed.  Therefore, the problem originated
with Ethan Allen Golbal and not my local
store.
Also, I have received in writing assurances
from Ethan Allen [redacted] that I would 
receive initially the chairs, and then a 
refund.  I was also told that others received
either refunds or their orders by [redacted] and [redacted]
at Ethan Allen [redacted].
I am outraged that as a long term client
I would be treated in this way.  And will not
be so easily dismissed.
Sincerely,
[redacted]

We appreciate the opportunity to address [redacted] concerns.  Mr. Joe E[redacted], local principal for Ethan Allen Whippany has advised,  The table was delivered on 9-6-2014. On 11-8-2014 the client noticed some scuff marks on the table top and base. The service technician corrected minor...

touch up.  On 3-8-2015 client noticed the bottoms of dining chairs delivered same time as table, had some scuff marks.  Their service technician repaired the marks and addressed the concerns.  Mr. E[redacted] advised these issues were all not quality related but actually used related.  The Whippany Manor team took care of issues as a good customer relations.  On 5-9-2015 client noticed additional nicks on side chairs, their service technician again went out and took care of concerns.  On 8-8-2015 client noticed some unfinished area again on table top and base, once again the Whippany Manor service center sent their technician out to repair. Now on  January 30 2016, [redacted] noticed spots have appeared on table top, once again they send their service technician out. The service technician's reported that once again this is used damaged. [redacted] asked for the top to be refinished, Mr. E[redacted] advised. After reviewing this customer's lengthy service history and reviewing pictures of the table that their service technician sent after his 8-8-2015 visit, it is quite apparent that all the issues are used related and not quality issues.  Joe E[redacted] advised he called [redacted] and reviewed with him the concerns on the table and advised they are not able to offer a refinish service on the table top. 
Based on the above, we are not able to offer a warranty service.
Respectfully,
Kate V[redacted]

We...

would like to thank you
for allowing us to address Ms. [redacted]’s concerns.
We have reached out to [redacted], District
Operations Manager, to discuss the refund arrangements for her Sage Bell
Chandelier Shades.  
While our retail
system does not provide support for the refund, Mr. [redacted] authorized the
refund, as Ms. [redacted] requested.  A refund in
the amount of $78.61, which is the full retail amount paid for the 2 Sage Bell
Chandelier Shades was processed on 1/9/14 and a receipt was forwarded to the
client. Per Ethan Allen's Terms and Conditions, we must refund against the
original method of payment.  The amount
of $78.61 has been credited to the [redacted] card provided at point of sale, ending
in [redacted]. Thank
you,
[redacted]
Ethan
Allen Global, Inc.

We would like to thank you for allowing us the opportunity to address Ms. [redacted] concerns. We have revisited Ms. [redacted]' claim with local and regional management and although we understand Ms. [redacted]' disappointment it has been determined a quality issue is not present with the fabric or the frame of her chair. The original offer made by Mr. [redacted] of a replacement casing at the dealers cost is still valid should Ms. [redacted] wish to reconsider.
We again apologize that we could not offer the resolution Ms. [redacted] requested, and would like to thank you for taking the time to contact us.
Respectfully,
[redacted]
[redacted] Corporate Client
Service [redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Tell us why here...We would like to thank you for allowing us to address [redacted]s concerns.We have reached out to Regional Management to discuss [redacted]s concerns.  [redacted]  District Design Manager for Boston South, has advised that the Design Center been...

in contact with [redacted] several times over the past week.  [redacted] has advised the first phrase of drapery’s have been installed and a credit was also provided for the delay. [redacted] has advised that the second phase of project is set for Mid – September. She let me know that she and the Design Center Manager will continue to follow up with [redacted]Client Services Representative Level IICorporate Client ServicesETHAN ALLEN GLOBAL, INC.[redacted] [redacted] [redacted]t[redacted]website | blog
This e-mail may contain confidential or privileged information. If you are not the intended recipient, please erase this e-mail immediately without reading it or sending it to anyone else. You are hereby notified that any dissemination, distribution, copying or other use of this message and its contents is strictly prohibited. I would appreciate you advising me (by return e-mail) if you have received this e-mail in error. Thank you.

Complaint: [redacted]
I am rejecting this response because:  I want to clarify this situation - I got a refund for a sofa that was defective when it came into my home.  My credit card company granted a refund when I provided written verification that Ethan Allen has told two different versions of how they worked to resolve my issues with the sofa.  I notified Ethan Allen to pick up their sofa but they waited eight months and then decided to send me a letter threatening to unlawfully report me to a collection agency, credit bureau and take me to court. 
To read that you allowed me to keep the sofa without making payments implies the opposite of the truth of this situation.  Instead of trying to go out of your way to avoid the truth, your company should apologize to me for putting me through this situation and thank me for holding on to your sofa beyond the 30 days that I was legally obligated to hold the sofa. 
This is why I only communicate with your company through writing -- You've lost a good customer and don't seem to really care -- you have more customers that walk through your doors based on past reputation BUT I, my family, neighbors and friends now know better.
Sincerely,
[redacted]

RE: [redacted]
Ethan Allen's warranty guarantees that Ethan Allen furniture will be free from material defects in workmanship, materials, and construction for the number of years noted. The slip seats on Mr. [redacted]...

[redacted]'s dining chairs are warranted for the first full year. Our warranty is one of the best in our industry and the time frame has been set as our experience has shown that quality issues will show up well during that time. Based on the information we received, Mr. [redacted]'s chairs are over 3 years old.
I have shared Mr. [redacted]'s concerns with Mr.[redacted], Local Principal for the [redacted] Design Center. Mr. [redacted] has advised the client received delivery of their dining chairs in December of 2010. The client contacted the design center in October of 2013 for service on the slip seats and was informed the slip seats are warranted for the first full year and was provided with the service tech [redacted]'s phone number and that was the last they heard from Mr. [redacted].
Since no warranty issue exists and after carefully considering all of the details regarding this situation, although we understand Mr. [redacted] is disappointed a reorder for replacement slip seats will not be accepted. We are sorry we could not offer the resolution Mr. [redacted] requested, and would like to thank you for taking the time to contact us.
Respectfully,
 
[redacted]
Service
ETHAN ALLEN GLOBAL, Inc
 
[redacted]

Thank
you for allowing us the opportunity to address Mr. [redacted] concerns. 
 
We are sorry to hear Mr. [redacted] continues to be unhappy regarding this matter. 
I would like to extend my apology on
behalf of Ethan Allen for the delays in shipping Mr. [redacted]’s incliner.
I have shared Mr. [redacted]’s comments
again with the local principal Mr. [redacted] for Ethan Allen [redacted] for opportunity
for improvement so similar situations do not occur in the future. 
We'll keep working to improve and give our
clients the very best service possible.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please advise me in what form will the payment be made, when will I receive the refund, and when can I schedule the furniture to be picked up?  I request that the refund be given to me immediately upon the pick up of the furniture.  Also, I do not expect to pay any charges for the pick up of the furniture.
Please make all arrangements for pick-up and delivery of refund with my daughter, [redacted].  She can be reached at [redacted].  Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was told that we were able to reject the item if we no longer wanted it and that is what I did. The table did NOT fit in the space it was supposed to fit in, which is why we decided we no longer wanted the table and asked them to return the table to Ethan Allen. The return and refunds policy outlined on your website is as follows:
"Merchandise delivered to or picked up by the customer may be returned
for a refund, credit, or exchange for up to 72 hours following delivery
or pick up, subject to a return handling charge due and payable by the
customer equal to 15% of the purchase price of the merchandise returned
or exchanged plus a [redacted] Delivery pick-up charge equal to the
original [redacted] Delivery charge. All returns, whether for refund,
exchange, or credit, require that proof of purchase be presented and
that the merchandise be in the same condition as it was at the time
originally received by the customer."
We did not even use the table so it was in the exact same condition as when it was purchased. It states we are entitled to a REFUND, not only store credit. It does not state anything about a "restocking fee" which is why I reject this response and am still seeking the full refund of the deposit fee, a total of $527.
[redacted]

Ethan Allen's warranty guarantees that Ethan Allen furniture will be free from material defects in workmanship, materials, and construction for the number of years noted. The fabric on Ms. [redacted] chair is warranted for 1 full...

year. Our warranty is one of the best in our industry and the time frame has been set as our experience has shown that quality issues will show up well during that time. Based on the information we received, Ms. [redacted]'s fabric is over 3 years old.
I have been in contact with [redacted], District Operations Manager for the [redacted] area. Mr. [redacted] has advised based on the technician's evaluation report and photos it was determined the fabric had normal usage wear and confirmed no warranty issues were found. On April, 8th 2014 Mr. Moreria was in contact with Ms. [redacted] and offered to order a replacement casing and request a dye lot match at their cost because we value Ms. [redacted] as an Ethan Allen customer.
Since no warranty issue exists and after carefully considering all of the details regarding this situation, although we understand Ms. [redacted] is disappointed no reupholstery will be offered. I am sorry we could not offer the resolution Ms. [redacted] requested, and would like to thank you for taking the time to contact us.
Respectfully,

[redacted]
Corporate Client Service
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Due to the many reasons I have stated in prior responses that have not been addresses I am rejecting the replacement offer.
I am asking for a refund of this mattress and box spring.
Sincerely,
[redacted]

Thank you for allowing us to address Ms. [redacted]'s concerns.
I have been advised Pamela B[redacted], Vice-President of the [redacted] Region, personally contacted Ms. [redacted] and agreed to send a service...

technician to inspect and make any necessary corrections to Ms. [redacted]'s tables. A service visit was completed on November 24th for Ms. [redacted] tables. Per the service technician's report, a small repair was made on the chip in the center of sofa table. Surfaces are up to standards. No defects noted, normal distressing same as seen on the other groups.
Since no warranty issue exists and after carefully considering all of the details regarding this situation and per our Terms and Conditions, although we understand Ms. [redacted] is disappointed, a refund will not be offered. I am sorry we could not offer the resolution Ms. [redacted] requested, and would like to thank you for contacting us.
Best regards,
Lillian V[redacted]
Corporate Client Service
ETHAN ALLEN GLOBAL, Inc
[redacted]
[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hi [redacted],
I had filed Revdex.com Complaint ID [redacted] (against Ethan Allen), and you are the assigned Complaint Consultant.  Ethan Allen has resolved my complaint to my satisfaction, so please close the complaint.  I have cc'ed the Ethan Allen...

representatives to this email.
Thanks,
[redacted]

Thank you for allowing us to address Ms. [redacted]'s concerns.
I have been advised [redacted]ela B[redacted], Vice-President of the [redacted] Region, personally contacted Ms. [redacted] on November 18th to explain to her...

that she should contact [redacted] if she wishes to pursue her claim further, and that Ethan Allen is not responsible for making up the difference between the original retail price and the [redacted] buy-out offer.

Thank you in advance.
Lillian V[redacted]
Corporate Client Service
ETHAN ALLEN GLOBAL, Inc
[redacted]
###-###-#### FAX ###-###-####