Ethan Allen Global, Inc.

Complaint: [redacted]
I am rejecting this response because: 
This person is completely diminishing this situation.  She is referencing a person who I have no idea who it is.  I saw a lady by the name of Valine M. on 7/27.  Also,  the table that was delivered to me a year ago does not simply have a blemish!  The table is a disgrace to the Ethan Allen Name, it was filled with "[redacted]-Like" marks throughout, Has a very deep chip on the top of the table.  The leaves do not close all the way or lock.  The GROVES ON THE LEAVES are PERFECTLY STAINED in the BLUE and the rest of the groves of the table has very little staining.  SOMEONE DID AN AWFUL JOB AT STAINING THE TABLE!  ALSO, I rejected the table when I visited the location on 7/27 because I purchased a BLUE TABLE not a lightly stained blue table that has dark "wood" lines throughout the surface!!!  It's a 9 foot table and to look at a dark shadow black "wood" lines every several inches would be disgraceful.  I have other BLUE furniture at my home and they are IMMACULATE!  The table is a disgrace compare to my other furniture pieces.    The FACT THAT NO ONE HAS CALLED ME, which is really what I had wanted, is appalling.  NO ONE AT THE [redacted] OFFICE CALLED ME UNTIL AUGUST 5th, and it was to tell me they will be picking up my table.  NO ONE TELLS ME WHAT THEY ARE PLANING ON DOING.  I had to ask why they were picking up my table before they told me what they were planing on doing.  I am so upset that this person has diminished my situation that HAS BEEN GOING ON FOR A YEAR!!!!!!!!!  I WILL BE FILING A COMPLAINT WITH THE [redacted] ATTORNEYS GENERAL OFFICE AS WELL.  I WANT A REFUND FOR THE TABLE, and I NEVER WANT TO HEAR OF YOUR COMPANY EVER AGAIN!  I am so upset that I have always looked up to your company as a beacon of beautiful furniture and excellent service, to have been let down so much is really dishonorable!  
Sincerely,
[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]

We have revisited [redacted] issues with [redacted], principal of the [redacted] Ethan Allen.
The return policy outlined on the web clearly states, as quoted by [redacted] that returns are may be accepted within 72 hours, and that a restock or handling fee will be applied.
Return policies vary by location. [redacted] states that the contract signed by the client clearly outlines his return policy, which is very similar to that of internet sales and that a restock fee will be applied to any return accepted by that location.
While we do understand [redacted] disappointment, we feel that [redacted] has made his position clear, and the restock fee stands.
Thank you for allowing us the opportunity to provide clarification.

Complaint: [redacted]Dear Mr. [redacted],
Ethan Allen failed is just about every one of your Leadership Principles. I ordered the couch on July 7, 2014 and did not receive it until the third week in December. Mr. [redacted] never once called me to apologize or offer any type of compensation for the delay of my couch. Your customer service wasn't helpful either. They even called Mr.[redacted] on my behalf. I was told 3-4 different delivery dates with NO explanation why. My offer of 50% off yes was aggressive. I was told by Mr. [redacted] that I should just get a lawyer after I told him I didn't want the couch. I was offered not to be charged the delivery fee. Then I told Mr. [redacted] that was an insult. And in the end I didn't even get that discount. On the Ethan Allen website it states 9-12 weeks for delivery. It took 23 weeks and all I get from you or Mr. [redacted] is Sorry. All I have to say is Thank you for showing me what it is to deal with a company that Does Not Live up to it's Leadership Principles or Care for it's customers. Or hold anybody accountable.
Thank you
[redacted]
Leadership Principles
Good governance is good for profitability – and good for our talented and committed team. As a group we embrace ten key Leadership Principles, which define our commitment to excellence. Living by these principles is paramount. They are the compass that guides us to achieve our full potential, both as individuals within the company and as a major player in the industry.
Leadership
Provide leadership by example.
Change
Understand that change means opportunity and do not be afraid of it.
Accessibility
Be accessible and supportive, and recognize the contributions of others.
Speed
Maintain a competitive advantage by reacting quickly to new opportunities.
Client Focus
Our first responsibility is to our clients. Client service is our highest priority.
Hard Work
Establish a standard of hard work and practice it consistently.
Excellence + Innovation
Have a passion for excellence and innovation.
Priorities
Establish priorities by clearly differentiating between the big issues and the small ones.
Confidence
Have the confidence to empower others to do their best.
Justice
Always make decisions fairly. Justice builds confidence and trust, which in turn encourages motivation and teamwork.
Sincerely,[redacted]
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I visited the company's web-site [redacted]) and today removed my name and address.  Their on-line form also asked for a code on the magazine.  My input was accepted.  I understand about one possible mailer again.  I apologize for not realizing this process first.  I like companies that have web-sites.  EA is a very fine furniture company with a splendid web-site--really!
Sincerely,
[redacted]

Thank you for allowing us the opportunity to address Ms. [redacted]’s concerns.I have reviewed Ms. [redacted]’s concerns with the regional management team in the area, who has advised that Ms. [redacted] was charged for a delivery in addition to a hoist. Crystal P[redacted], District Operations Manager,...

has advised that the following information was provided to Ms. [redacted]:The way the delivery/hoist fee worked is this:$100 for the hoist of the bar (we do not normally hoist items that are not ours)$129 delivery fee for all items (standard fee)$100 fee for the hoist of the sofa.For a total of $329.On 4/7/15, EA refunded Ms. [redacted]’s EA card $60 for over payment.On 9/8/15, EA refunded Ms. [redacted]’s EA card $250 for over payment.Ms. [redacted] paid $729 as a total. Ms. P[redacted] advised there was a difference of $90, which was refunded to Ms. [redacted] on 11/17/2015.Ms. P[redacted] has also provided this information to Ms. [redacted] via e-mail dated 11/17/2015.Based on the information provided, it appears that Ms. [redacted] received the remaining refund that was due to her, in the amount of $90. Best regards,Sarah

We would like to thank you for allowing us to address Mr. [redacted] concerns.
We have reached out to [redacted], Regional Operations Manager, to discuss the refund arrangements for his Entertainment Center.
While our retail system does not provide support for the refund, Mr. [redacted] authorized the refund as Mr. [redacted] requested. A refund in the amount of $1910.39, which is the full retail amount paid for the Entertainment Center was processed on 3/23/15 & cashed on 3/31/15. Per Ethan Allen's Terms and Conditions, we must refund against the original method of payment.
Thank you,
[redacted]
Ethan Allen Corporate Office
Client Services
Ethan Allen Global Inc.
[redacted]

Thank you for allowing us the opportunity to address Ms.
[redacted] concerns.
face="Calibri">I have carefully researched this situation with Mr. Robert
C[redacted], Local Principal for the [redacted], **  Design
Center.  We have been advised Ms. [redacted]
placed an order on July 23rd and both items were received on 8/19.  They strongly deny making any promises to Ms.
[redacted] of delivery in a 1-2 weeks time frame. The
furniture was received in approximately 3 weeks from the date of purchase, which
is a much shorter time frame than our current delivery time frame of 9-11 weeks
per our website. Mr. C[redacted] advised that when Ms. [redacted] requested to
cancel her order, the items were already shipped from our distribution center
and on their way to the [redacted], ** warehouse.
Mr. C[redacted] further advised that the 12/31/29 date that appears
on Ms. [redacted]’s original sales order is a placeholder date used until they get
an estimated ship date from the factory after the order is placed and
acknowledged. This is used specifically to avoid giving their customers a
delivery date they cannot meet. 
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 taking the time to contact us.
Best regards,
Lillian
V[redacted]
Corporate
Client Service
ETHAN
ALLEN GLOBAL, Inc
[redacted]
[redacted]
###-###-####  FAX ###-###-####

Thank you for allowing us the opportunity to address Ms. Y[redacted] concerns.
I have been in contact with Steven G[redacted] the District Operations Manager for the [redacted] district.  It was noted that Ms. Y[redacted] was offered a return for her bed with the option to reselect or exchange it for another item.  Since the bed was delivered out of standard two times, it was determined that a refund would be processed. Mr. G[redacted] had spoken with the client and explained to her she would be receiving a refund for the bed and a call from the delivery team to schedule a pickup.  He has notified Debbie in Chadds [redacted] to issue a refund to Ms. Y[redacted] and notify the local delivery team to pick up the bed.

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]

We regret that Mrs [redacted] is  dissatisfied with the final determination regarding her  sofa. As originally advised we have revisited her concerns with [redacted], Regional Operations Manager as well as the...

Regional VP Kathy Bliss.

The original offer of 15% back to cover the re-upholstery charge and 40% off of the fabric reselection still applies should she wish to reconsider. We believe the offer made locally is fair.
Should Mr & Mrs [redacted] wish to proceed they should  contact Mr. [redacted] directly at ###-###-####.

Thank you for allowing us the opportunity to address Ms.[redacted] concerns.
I have reviewed this situation with Mayra P[redacted], Customer Service and Scheduling Manager for the [redacted] District. Ms. P[redacted] advised...

that, on 7/9, Ms. [redacted] had refused the delivery of her sofa because she reported it squeaked. Ms.[redacted] was advised that it may be repaired, but they needed to inspect the sofa. When the sofa was inspected, the service center confirmed there was absolutely no squeaking, popping or any noise so it was determine no repairs were needed. The sofa was scheduled for re-delivery on 7/25, the sofa again was inspected on 7/22 by 2 technicians and the warehouse manager, and they confirmed there was no audible sound coming out of the sofa and the sofa was delivered. On 7/27, they followed up with Ms. [redacted] and advised her that there was no repair because they could not hear any noise and advised her that they needed to send a professional technician to inspect her sofa in order to confirm and address the squeak. However, Ms. [redacted] refused service and has submitted a charge back and is presently open.
Ms.[redacted] was in contact with Ms. [redacted] on Friday, August 14th and she had expressed that she wanted her sofa picked up for Ethan Allen to order a new sofa. Ms. [redacted] had explained to Ms. [redacted] that in order for them to proceed to the next step they needed to send a service technician to inspect the sofa so that Ms.[redacted] can point out the exact issue to the technician. Ms.[redacted]' response to Ms. [redacted] was that she purchased new and she wants a new sofa. However, Ms. [redacted] advised her that they could not just pick up her sofa without Ethan Allen confirming the core issue with the sofa. After the inspection takes place, they will determine what would need to be done, but at this time, they cannot confirm that they will repair or that they will order a new sofa. Ms. [redacted] agreed and said that she will then wait for the call from us to schedule the inspection. However, on August 18th, Chrissy, CSR, called Ms.[redacted] to let her know the name of the technician that will be contacting her for the inspection and at that time Ms. [redacted] stated she will not schedule the service and she requested the sofa be picked up from her home for a full refund.
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. If Ms. [redacted] wishes to proceed with a service visit, she can reach Ms. [redacted] at [redacted] for further assistance.

Best regards,
Lillian V[redacted]
Corporate Client Service
Ethan Allen Global, Inc.
[redacted] FAX [redacted]

We would like to thank you for allowing us to address Ms. [redacted] concerns.
We have reached out to [redacted], Regional Operations Manager, to discuss the sofa
Mr. [redacted] advised the...

client's piece is a custom sofa. On 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 stitching. Mr. [redacted] 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 [redacted].
Thank you,
[redacted]
Client Services Representative
Ethan Allen Global, Inc.

We purchased complete living room furniture, plus indoor sunroom furniture and carpeting. We had bought our previous furniture from Ethan Allen 25 years ago and loved every minute we had it. Now we are in a new home and needed to buy all new things again. The quality is no where near what we had grown to expect. The rug is showing wear in front of the seating areas and the furniture is all uncomfortable. The cushions are over filled so you always sit high. Also the depth of the sofas are too deep so you always have to have an extra cushion behind you and then you end up sitting upright with no neck support. The designers should be forced to live with some of their products. They all "look"

Complaint: [redacted]
I am rejecting this response because:
It is clear that Ethan Allen wasted the time of their inspector who came to my home and discounted everything he said regarding the quality, or lack thereof, of my chair.  His words, the pictures he took of the chair, and the fact that no person sits on a chair leaving the mark of a solid line, defies the argument that this is normal wear and tear.  Ethan Allen's most recent response indicates that my case was reviewed again. That holds no credence with me.  It was reviewed to their benefit, again.  
I will never close this case.  
Sincerely,
[redacted]

Thank you for allowing us the opportunity to address Ms.
[redacted] concerns.
We have carefully researched this situation. It appears that
a Ms. [redacted] had requested her name to be removed from our mailing list
in October 2014. However, this client did not provide complete address
information. Without this information, it is difficult to remove it accurately.
This name re-appeared on our list in March of 2015 with complete information, as
listed. This file of names was sent over to [redacted] for removal after we had
already processed our May 2015 magazine, which is why she may have received our
last mailing due to the lead times.  We
have ensured with [redacted] that her information has been removed going forward.
We would like to thank the client for taking the time to
contact us, and we hope that this resolution is within the client’s
satisfaction.Warmest regards,[redacted]Ethan Allen Corporate Office Corporate Client ServicesEthan Allen Global Inc.[redacted]
[redacted]
[redacted]
[redacted]

We would like to thank you for allowing us to address [redacted] concerns.
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We have reached out to [redacted], Customer Service Manager, to discuss the arrangements for her leather and fabric sofas.  
On February 9th, [redacted] was working with the delivery team to schedule delivery of a loaner leather sofa and delivery of her fabric sofa.  The loaner was offered at no charge and [redacted] was asked only to pay the balance for the new item delivered.  [redacted] opted to back out of the agreement, saying they did not wish to pay for the new sofa and choosing instead to wait for both items to arrive and be delivered together.
[redacted] has been given an accommodation of $629.00 for the delay.  She was offered the opportunity to cancel, but has chosen instead to wait for delivery.
Thank you,
[redacted]
Client Services Representative
Ethan Allen Global, Inc.%

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

On June 3, I personally spoke with [redacted] regarding
removing her name from our mailing.  I
personally removed her name and address from our mailing system.  Our Marketing specialist has reviewed our
records dating back to June and has verified [redacted]’s information have been
removed from our mailing list since June 4th.  Our catalogues are shipped on a monthly basis
and it may take up to 4 months for the catalogues to stop.  We have also contacted [redacted] once again to
make sure [redacted]'s information is not shared again with Ethan Allen
Global. 
[redacted]
Senior Client Service Representative
Ethan Allen Global, Inc

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.
You can close the file. The company had ordered a replacement rug.
Sincerely, [redacted]

Thank you for sharing the [redacted]'s most recent feedback. We have contacted [redacted], General Manager of the [redacted] Design Center for review. Mr. [redacted] informed the Service Center for the [redacted] Design Center is located in [redacted]. Ms. [redacted] was referred to the service center advising they would facilitate a repair, but anything not covered under the warranty would be charged.
It was determined due to "normal wear and tear" from 14 years of use the cords failed. Mr. [redacted] noted under the warranty, "The warranty does not apply to conditions caused by normal wear and tear upon the product." A "newer upgraded cord route system and 2 new cord lock" was included in the restring price of $55, straight labor cost with no upcharge. Mr. [redacted] advised he made an accommodation to repair the blinds at no cost and considers the matter closed. Based on the interactions with the service center after the blinds were provided at no cost, a request was made for the [redacted]'s to pursue another [redacted] dealer for future business.

Thank you in advance for your time and assistance.