Ethan Allen Global, Inc.

Complaint: [redacted]
I am rejecting this response because:
They have not provided any new information.  The new casing for the cushion that was offered to me in my phone call with Mr. [redacted] was to be done at my expense.  Such a remedy assumes finding fabric that is of the same dye lot to match the existing fabric on the chair (improbable even after one year from date of purchase).  If I wanted the chair to be re-done, in any fashion, on my dime, I would absolutely go to a re-upholsterer of my own choosing.  If that were the case I would not have filed this claim.  What has not been addressed is:   Ethan Allen's own inspector indicated that the discoloration of the fabric, and the shape of this discoloration, was due to a structural issue with the chair itself and same inspector suggested re-upholstering the entire chair in a durable fabric.   If it is not the structure of the chair and represents normal wear and tear as suggested by Ethan Allen,  I ask that Ethan Allen explain how an individual, sitting on the chair, could create such a fixed line of discoloration approximately  1x21 inches on both sides of the cushion, as was shown in the pictures they received from their inspector.  I believe such an explanation is anatomically impossible. 
Finally, from a telephone customer service perspective, please note that when I initially spoke to [redacted] at Corporate Headquarters she was delightful and helpful.  We had a few such phone calls, so I was encouraged that my concerns would be addressed.  In our second to last conversation she indicated that she or someone from Quality Control  would contact me within 48 hours about my chair.  I never received such a call.    I contacted her on Thursday prior to Good Friday and as it  was the holiday I let it go that I didn't get a return call that week.   However, I left her another message on Monday.  I left 2-3 additional messages that week asking her to return my call.  In that period of time I had the conversation with Mr. [redacted] in which I rejected his offer for me to pay for a new casing.  I was still waiting to hear from [redacted] or another representative.  My last phone message to [redacted] (the last of the 2-3 mentioned above) indicated my displeasure with Mr. [redacted]'s offer and that I might consider a claim with the Revdex.com.  Only then did I get a return phone call from [redacted].  [redacted] should have returned my phone calls regardless of my decision with Mr. [redacted].  When we did finally speak, her attitude was no longer delightful or helpful.  It was if we had never had a pleasant exchange.  She claimed that there was no reason to call me back as Mr. [redacted] and I had already spoken.  Poor public relations move on her part. 
I find it incredulous that so many people should have to spend so much time resolving an issue concerning one chair that in my and the inspector's opinion is an issue  related the chairs structural flaw. 
Thank you,
[redacted]

I worked with Jennifer on the design of my bedroom and couldn't be more disappointed with the finished room. The scale of one of my nightstands is too small and she has refused to do anything about it because it was a custom-finish order. The nightstand and matching dresser look like something that came from Steinmart...quality is very disappointing. She was very persuasive with her design during the presentation and convinced me that I should trust her and move forward. I did and absolutely hate the room! Ethan Allen refuses to change out lamps and artwork as it has been too long. I just got my final pillows this morning after hoping that this would pull it all together...now they refuse to even take back their in-stock art and lamps. I feel like I have completely wasted a large amount of money and feel angry every time I walk into my bedroom. Ethan Allen and Jennifer do not care at all about providing customer service and helping to resolve the problem. Do not use Jennifer or Ethan Allen - beware!

Review: I received the rug I purchased for $1,800 on November 7, 2014. I noticed after delivery that the one end of the rug was rolled up and we could not walk on the rug without tripping. This is a hazardous rug and needs to be replaced. I reported this to Ethan Allen [redacted] she said a technician would be at my house within 2 days. Well this guy [redacted] showed up on December 5, 2014 and he brought a steam machine looks like he purchased it in [redacted] and was walking all over my rug and put the steam machine on it. [redacted] was making comments that it was defective but that to let the steam water dry and if it still lifts that "Ethan Allen would have to replace the rug." I was satisfied that they sent someone out and that he had concured that the rug was thinner on the one side and not as thick as the other side which is why is was lifting so high. About a few hours after [redacted] left the rug lifted even worse. So I called [redacted] and reported this that is is worse now and [redacted] is challenging me stating she is sending someone else now to my house. I don't need another technician to my house. This is unacceptalbe and the calibor of the name brand Ethan Allen and I have been a repeat customer Ethan Allen should be ashamed of themselves that they have employees like this. The rug should be replaced OR my money returned this was not a cheap rug and I should not have to settle for these inconveniences of keep sending people to my house.Desired Settlement: I would like to accept a new replacemnet rug immediately that is heavy wool on both sides so it doesn't roll. This is a hazardous rug to have in my den and someone could trip and fall and there will be a lawsuit. This needs to be replaced immediately. If you can kindly advise as soon as possible regarding my dispute with Ethan Allen. They should stand by their products they sell and accept this rug is defective and needs to be replaced immediately.

Business

Response:

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

Review: I continue to receive catalogs and mailings after calling the company 5 times over the last 6 months to cancel all mailings, advertisements, catalogs, etc.. Each time I call, I am told that mailings can continue for 4 more weeks. The mailings have not stopped.Desired Settlement: No settlement. Just a BAD MARK against Ethan Allen for harassing customers after request for stop all mail has been placed numerous times.

Business

Response:

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

Our Marketing Specialist has reviewed our records dating back to January 2014 and has verified [redacted] is on the July 2014 do not mail list. Our catalogs are shipped on a monthly basis therefore it takes 3 or 4 months to process a removal. Since [redacted] was added to the do not mail list in July she will receive one more catalog in September between 9/3 -9/8. No further mailings will be shipped starting October 2014 to honor her request.

Best regards,

Corporate Client Service

ETHAN ALLEN GLOBAL, Inc

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I HAVE CALLED ETHAN ALLEN, REPEATEDLY, FOR THE LAST 6 MONTHS. THE COMPANY TELLS ME THIS EACH TIME I CALL. NOW, I SEE IT IN WRITING. BUT, I AM ASKING MYSELF, WHY SHOULD A STATEMENT IN WRITING BE ANY DIFFERENT THAN ONE (MORE, ACTUALLY) OVER THE PHONE WHEN THE COMPANY TELLS ME THE SAME THING?

Review: Purchased a [redacted] console table from Ethan Allen. The measurements were given to the designer of the house and the table was GUARANTEED to fit in the room. The sales associate, [redacted], also guaranteed that the table would fit in the room after being given the proper measurements. When the table was delivered, it could not even fit through the doorway of the home and most definitely could not fit in the room it was supposed to be placed in. I have tried to contact Ethan Allen on [redacted] multiple times to speak with someone about a refund and the sales associates and management have been extremely unhelpful. I have even tried to specifically contact [redacted], the sales associate that guaranteed the table would fit, and she is completely unavailable. The table was purchased for $899 retail. The deposit amount that should have been refunded is $527. There was a $269 "restocking fee" that was charged. No refund was given, but instead an in-store credit of $257.30 was given. After purchasing a table that was GUARANTEED to fit in the room at $899, a full refund of the deposit amount is desired.Desired Settlement: The deposit amount of $527 is desired.

Business

Response:

Thank you for contacting Ethan Allen. We appreciate the opportunity to address [redacted] concerns.

I have been in contact with local principal, [redacted]. [redacted] states that the console table was delivered with no problem entering through the doorway or in placing the table in her space

When [redacted] asked to return the table, he complied with her request, and, as stated in the terms and conditions of her sale contract, applied the appropriate restock fee.

While we understand [redacted] disappointment, no further action with be taken, but we again thank you for contacting us.

Consumer

Response:

Review: [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.

Business

Response:

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.

Review: we bought the whole dinner set.the huge table with 8 chairs,china cabinet,and buffet. 3 of the chair's springs are broken within 24 months although we used them rarely. I went to the [redacted] store where we bought the furniture, they did not help us just gave the customer service phone number. We called the customer service guess what, they said those chairs are not included warranty. They offer us to call 3rd party fixing guy called [redacted] to fix our chairs and pay him for his service. Paying almost 10k for the dinner and NO CUSTOMER SERVICE. I hope you will solve this issue which is Ethan Allen responsibility, [redacted]Desired Settlement: We need replacement for broken chairs

Business

Response:

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]'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,

Service

ETHAN ALLEN GLOBAL, Inc

Review: We purchased a sofa from Ethan Allen on March of 2013 costing approximately $2500. Included in the price was an upgrade that we requested for a more durable fabric. It was delivered and we accepted it. Shortly after in september we noticed a sheen in the fabric that looked as if it had already been worn or brushed back and would not correct. We contacted the store and discussed the issue with a sales associate, having felt as if they were not resolving the issue we contacted a client service manager. We were then directed back to the store manager [redacted]. EA then came to our house and inspected the sofa and agreed there was a problem with the fabric. We now understand the fabric is no longer available. We also feel as if we have done everything on our part. We were now asked to pay for new fabric so EA can reupholster it. We should not be paying for anything.Desired Settlement: We have agreed to pay $350 for new fabric that I feel WE SHOULD NOT PAY just to resolve the matter. This process began last fall and due to issues with weather and illness on the EA associates part the time line for resolving this matter is completely horrendous. After paying all this money we are now asked to allow EA to remove the sofa and reupholster it. I feel as if they do remove the sofa EA should give us a loaner because we as per the sales agreement paid the total sum for the sofa.

Business

Response:

To begin with, we would like to thank Mr. and Mrs. [redacted] for allowing us to address their concerns.

I have reached out to [redacted], District Design Manager and [redacted], Regional Vice President, to discuss the arrangements to reupholster and provide the [redacted]es with a loaner. I was advised that they called and spoke to Mrs. [redacted], as Mr. [redacted] was unavailable. Mrs. [redacted] was reminded of their agreement to a $350.00 cost to her and her husband and that the Design Center was ready to arrange for a loaner while their item was being reupholstered. Mr. [redacted] was invited to reach out when he is available to review any of the above.

Respectfully,

Client Services Representative

Corporate Client Services

ETHAN ALLEN GLOBAL, INC.

Consumer

Response:

DC:

Review: [redacted]

This matter was never resolved because of the inefficiency of the customer service and is still ongoing. This INEFFICIENCY cost EA and me the consumer wasted TIME and MONEY!! We spoke with the manager [redacted] who had PROMISED a replacement couch after removing the defective couch for reupholstering. On July 5th we were expecting that the couch to be reupholstered was to be removed. A "loaner" couch was to replace the couch we PAID IN FULL. THIS DID NOT HAPPEN!! WE have done everything that EA has asked us to do. We are expecting that EA will recognize the significance of this matter and refund us completely the extra amount we were charged for reupholstering.

We have currently paid approximately $175 for the new fabric for reupholstering just to help move this issue along. We do not want store credit I would like a complete refund for the amount that we have paid. Not to mention the fact that we paid an additional amount for a more durable fabric which was not the case. We as a consumer were not satisfied with EA and will further pursue this matter with our local consumer protection agency. I want a complete refund on any extra amount that I pa

Sincerely,

Business

Response:

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,

Client Services Representative

Corporate Client Services

ETHAN ALLEN GLOBAL, INC.

1 Ethan Allen Drive

Danbury, CT 06811

Phone: ###-###-#### Fax: ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The overall process with customer service was extremely difficult and inefficient. The representative was rude and inconsiderate. In addition to my wasted time dealing with this issue I believe we should pay nothing. We purchased a fabric at extra cost that did not meet our satisfaction. We could have resolved this matter sooner. The only reason we agreed to pay half of the amount was to just get this issue resolved. The day the replacement couch came I took of work and could have made the money I spent on this replacement fabric. It wasted my time and not to mention the fuel cost to EA for having to pick up and deliver the temporary couch twice because the delivery was not handled properly. We will still be expecting reimbursement for the money we paid for reupholstery. This was a poorly handled matter and I WILL NEVER RECOMMEND ETHAN ALLEN TO ANYONE WHEN PURCHASING FURNITURE!!

Review: I cancelled an order because of delivery issues in plenty of time . Ethan Allen new I had to have Furniture before a certain date due to me leaving for 6 months and they changed delivery due to fabrics not being a available . They are refusing a refund .Desired Settlement: Full refund should be expected due to their change in our agreement

Business

Response:

At Ethan Allen, our goal is always

to ship products as soon as is possible.

We truly apologize for the delay in shipping [redacted] furniture. I have been in contact with

the local Ethan Allen design center and I have been advised **. [redacted] order

has been canceled and a refunds has been issued. We truly appreciate client's feedback and

would love the opportunity to work with [redacted] in the near future.

Consumer

Response:

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,

Review: My husband and I purchased a bedroom suite from Ethan Allen in [redacted] on 05/03/2013 for a cost of $7,136.44. Delivery was much later than promised. On arrival both the headboard of the bed and one of the dressers were damaged. The dresser was returned and eventually replaced. We kept the bed with the damaged headboard while waiting for it to be replaced. A replacement bed was delivered to our home on March 7,2014. This headboard had much less damage than the original one but still had a scratch that was visible to me and the two men who delivered it. The bed cost $2,192.15, before tax, so I don't think I should have to accept damaged merchandise at full price. I called [redacted] the identified owner of the [redacted] store, while the delivery men were still in my home. She verbally agreed on the phone to my offer of us keeping the original damaged bed and Ethan Allen providing us with a 50% refund on the bed. After three weeks we had not received the promised refund. I wrote several emails asking for the refund and gave a deadline of April 9th stating I would file a claim in civil court if they did not issue the promised refund. My husband called the store owner, left messages and sent an email. All attempts to make contact with the owner have been ignored. I would not recommend this store to anyone who is expecting quality merchandise or any kind of customer service.Desired Settlement: I would like the promised 50% refund on the bed before May 9, 2014. The bed cost $2,191.15 plus GST. Including the tax the 50% refund should be $1,150,88.

Business

Response:

We would like to thank Ms. [redacted] for allowing us to address her concerns.

Review: Purchased 3 pieces of furniture from Ethan Allen, Montgomeryville PA in January 2012. The furniture squeaks and repair man has come out 7 or 8 times, replaced mechanisms and lubricated but it still squeaks. I paid a lot of money for high end furniture that is not satisfactory. I have called and received many calls over the last year. The store owner Mr. [redacted] was to call back on May 6, 2013 and I am still waiting for that call. It is not natural to have repair people to come into your home to repair sleeper soafa and chairs. Since this can not be fixed I would like my money back.

Desired Settlement: Since they said they can't figure why the furniture is still squeaking I would like to have a full refund of $5,435.43.

Business

Response:

Business Response /* (1000, 5, 2013/05/23) */

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

Our service center is making arrangements to pick up her two recliners and sleeper sofa from Ms. [redacted]'s home and a full refund will be issued after the pick up takes place.

If Ms. [redacted] has any questions, she can contact me directly and I will be happy to assist in any way I can.

Regards,

Ethan Allen Global, Inc.

Ethan Allen Drive

Danbury, CT. XXXXX

Review: I purchased an expensive bedroom set from Ethan Allen. My husband and I noticed yellow spots all over our dresser that was replaced twice. (most recent was 7 months ago) The bed has chipped pieces of paint on the post and bed frame itself. This is unacceptable. Please have someone call me to discuss this.We are very very disappointed.Desired Settlement: We can discuss an amicable agreement.

Business

Response:

Revdex.com Complaint ID [redacted]

Review: Four years ago, we purchased an expensive video lift cabinet with a five year guarantee on the lift mechanism. The salesmen repeatedly made the claim not only that the lift mechanism was wonderful (he claimed it was manufactured in Germany by the best company) but that it was fully guaranteed for five years. After four years, the lift mechanism broke down. After subjecting us to long delays with customer service, and months of getting the run-around, the Ethan Allen Customer service representative revealed that the lift manufacturer, which turned out to be a Polish company, was out of business. (It's not that we care where it was made, but this was just one of the stories that the salespeople were telling.) Since Ethan Allen wouldn't help us, we did our own footwork to find a comparable company in the states that would repair the lift. All we asked is that Ethan Allen would help us in some way to cover part of the cost. They asked us to send them the bill, but they remained reluctant to call back or respond by email. When, through persistence, we finally got a response out of them, they told us that our warrantee was only for one year (info hidden in the fine print). When we called them on this, and reviewed the claims that the salespeople had made, they proceeded to give us the run-around and have now completely ignored our communication. We purchased the lift cabinet only because the salesmen were adamant about how wonderful the mechanism was, and that it had a full five-year warranty, so we were to have no worries about it. Imagine our surprise when we found out several weeks ago that this was merely a misleading sales pitch and a scam. Nobody seems to want to make good on their false promises. We then found out online from the postings of former Ethan Allen salespeople that they are regularly told to lie to customers! Our television has been locked in the cabinet, rendered immobile and unusable, since November.

Product_Or_Service: Video LIft

Order_Number: XXXXXXXXXX

Account_Number: XXXXXXXXXX

Desired Settlement: Our desired outcome is that Ethan Allen pay $3,000 out of the total cost ($5,000) to replace the lift.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

To Whom It May Concern,

We reviewed Ms. [redacted]'s dispute regarding her issues with the 13 lift unit. Our goal is to always provide the highest possible quality in all of our products , consistent communication and meaningful service to all of our clients. I apologize for any inconvenience this situation may have caused Ms. [redacted].. Ethan Allen offered a 5 year warranty on the XXXXXX wood lift cabinet and a 2 year warranty on the 13lift unit itself. We have been working diligently with the overseas vendor regarding replacement parts for the 13lift unit. At this time I am happy to say replacement modules have been ordered and are due into our distribution center sometime in Mid August.

I will be very happy to have the service center order a replacement module for Ms. [redacted] and hopefully this will resolve her issue with her unit.

Best Regards,

Corporate Client Services

Parts Sourcing Team

Ethan Allen Global, Inc

Danbury CT 06811

[redacted] (Fax)

[redacted].com

Review: On August 26th 2015, I ordered two sofas from sales representative Susan U[redacted] at the Manchester, CT Ethan Allen store. I ordered the [redacted] 88 inch sofa and the [redacted] 78 inch sofa. The total came to $6072 and I was given an estimated ship date of 11/1/15. My order finally was delivered 3 months later on November 25th. I signed for them as there was no visible damage with the exception of some loose strings on the sofa cushions and the pillows that needed to be cut off. Upon looking at the sofas after delivery, they appeared small. I had ordered couches that were about the same dimensions as my previous couches, yet they appeared significantly smaller. Upon sitting in them, they felt very shallow and you were not able to lean back very far in them. When my husband came home, he noticed that when he lied down length wise on the longer couch, his feet came to the very end and he is only 6 feet 1 inch tall.

Using a tape measurer I measured both couches. I noticed big discrepancies with both of them, according to the dimensions on the Ethan Allen website. I spoke with Susan U[redacted] at the store that weekend who verified the right items were ordered. She also verified what the dimensions were supposed to be, which coincided with what was listed on the Ethan Allen website. She explained that she would call corporate and have someone come out to my house to verify the measurements and explained that they would stand by their product.

On December 16th, a technician from Ethan Allen came out to take measurements and photographs of those measurements. He first measured the [redacted] sofa in which he found a discrepancy of 3 inches in width. He explained was more than the allowed discrepancy. He then measured the [redacted] sofa and found it to be 81 inches in width, when it was supposed to be 88 inches (a discrepancy of 7 inches). He also measured the depth to be 35 inches, when it was supposed to be 43 inches (a discrepancy of 8 inches). He went as far as to state that he thought the dimensions on the website could possibly be off because it was such a huge discrepancy. However Susan Ur** verified that the dimensions on their website were correct. I asked what the next step was and he said someone from Ethan Allen would contact with me within 48 hours. A whole week has **ne by and no one from Ethan Allen has contacted me. I now have two sofas that are not what I agreed to buy. They do not meet the contractual dimensions. As far as I am concerned, this is a fraudulent business practice to advertise one thing, and to provide the consumer with something else. After spending over $6000 and waiting for 3 months to receive the finished product, I am very upset with the product that I have received and with the lack of customer service to resolve this upsetting issue. At this point, I would like Ethan Allen to come and take their sofas back and I would like a refund of the full amount.Desired Settlement: I would like Ethan Allen to come and remove these couches from my home since they are not what I had ordered and I would like a refund of the full amount.

Business

Response:

Thank you for allowing us the opportunity to address Ms. [redacted] concerns.I have shared Ms. [redacted] comments with regional management. I have been advised by Kimberlee N[redacted] Customer Service Manager for the Northeast Region, that she has been in contact with Ms. [redacted] to address her concerns. Ms. [redacted] further advised that she inspected the technician’s photos and that he had measured the sofas incorrectly. Ms. [redacted] and Ms. [redacted] have made an appointment, scheduled for 01/14/16, to have the furniture re-evaluated by a different technician to ensure that her concerns are being properly addressed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I ordered a custom upholstered sofa and two custom upholstered benches on June 16, 2015. Stated delivery timeframe was 8-12 weeks. It is now September 18, 2015. After numerous calls with conflicting delivery information, I am now told the sofa will not be completed until September 29, with possible home delivery October 6 (the day after my out of town guests leave). The benches are now projected for November 9 completion, with home delivery around November 16. These delivery dates fall far outside the stated timeframes that were part of the basis of the bargain when I placed the order. I have been told more than once by the store personnel that I cannot cancel the order because it is "in production," which it clearly is not. It doesn't take 18 weeks to upholster two small benches. I have contacted the finance company to open a dispute of the charges for these items based on non-delivery of goods. At this point I have absolutely no confidence in ever getting these pieces, and I'm not going to keep paying toward the promotional finance balance until they are in my home as expected in pristine condition.Desired Settlement: I want my sofa and benches delivered on or before September 29 as stated at the time I ordered them on June 16, 2015. For each day they are delayed beyond the 12-week timeframe, my account should be credited a portion of the cost of the furniture. Ethan Allen should also be forced to disclose accurate timeframes at the time of order, and customers should have the right to cancel custom orders with full refund should Ethan Allen not be able to perform to the stated contract terms with respect to delivery timeframes.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The vendor's response listed another customer's name, but the facts are accurate.

Sincerely,

Review: On February 16, 2014, I purchased $6,151.71 of furniture from Ethan Allen in [redacted], [redacted] ([redacted]). The furniture that arrived was heavily damaged, which is a fact that Ethan Allen agrees with. Ethan Allen even had a its own technician come to my home to view and try to repair the furniture. His report indicated that he was not able to repair the furniture and he included a whopping 47 of pictures of damage in his report.

At an in-person meeting on June 4, 2014 with Ethan Allen representatives ([redacted], [redacted]; and [redacted], [redacted] of the Ethan Allen [redacted] store), they promised me that I would receive new furniture to replace all of the pieces they deemed to be damaged beyond repair (I ordered a total of 11 items and the Ethan Allen representatives deemed 8 of the pieces to be damaged beyond repair). The cost of the 3 items they did not deem to be damaged items was $887.4, with the damaged items constituting the remainder of the $6,151.71 total.

On June 9, 2014, I received an email from an Ethan Allen representative stating that my replacement furniture would ship around July 28, 2014. It is now October 8, 2014 (over four months since my in-person meeting with the Ethan Allen representatives), and Ethan Allen still refuses to give me a delivery date for the replacement furniture. In addition, despite [redacted] saying that she would update me during the week of September 21, 2014, she has not been in touch with me nor has she even bothered to respond to an email I sent her.

In addition, I will note that the Ethan Allen team has been an absolute nightmare to deal with in terms of customer service. I feel I have been treated absolutely horribly during this nightmare purchasing experience.

It has now been eight months since I purchased the furniture from Ethan Allen and Ethan Allen has not made good on the contract we entered into, nor treated me appropriately in this matter. At this point, I would like a full refund of the money I paid them.Desired Settlement: I would like a full refund of the money I have paid Ethan Allen.

Consumer

Response:

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,

Review: I purchased a queen size [redacted] mattress and box spring from Ethan Allen in [redacted]. Upon delivery, June 13,2015,I suddenly realized this mattress set is defective, I made contact with my sales person [redacted] who came to my home and took pictures to file a report. A few days passed with no response so I went to the store and my sales person and the manager Sonia F[redacted] came to my home and once again took pictures of the mattres set as well as other pieces that had been delivered with scratches and a chair that had not been upholstered correctly. Once again I was told a report would need to be filed with their corporate office. I have tried to reach Sonia the manager,who has yet to return my call, nor have I heard from their corporate office. I have left [redacted] at corporate 2 messages, neither have been returned. I've also had a technician by the name of Joe come to my home for repairs and also to write a report for corporate. A lady named Carolyn has also contacted me to replace my mattress and I have told her I just want to return this set and have my money refunded! Once again her response was this will have to be addressed with corporate!! I have also gone to the store and spoke with Linda who is the operations manager and was corporate has to deal with this matter!! At this time I have contacted my credit card company to file a dispute. I feel I have been treated unfairly. I just want my $2949.00 plus tax credited back to my credit card within 7 days and this defective mattress and box spring picked up as well within this same time period!! I'm tired of getting the runaround from this so called reputable company with horrible customer service.

Business

Response:

We would like to thank you for allowing us to address Ms. [redacted] concerns.We have reached out to [redacted], the [redacted] Design Manager for the [redacted], who has given us further information on Ms. [redacted] concerns.Ms. [redacted] advises that their customer service team has been in contact with Ms. [redacted] on several occasions, in addition to going out to her home. Ms. [redacted] has advised that the client has been advised in numerous instances that the Design Center has agreed to replace the mattress under the Terms and Conditions that the client signed upon purchase. The management team has offered this solution to the client several times in order to uphold the warranty. While we understand that this decision is not what the client desired, a refund on the mattress set will not be offered.Best regards,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Please understand I was not offered on several occasions to have this mattress set replaced. Actually I was avoided and patronized for several weeks with the excuse that corporate has to make the decision of whether to replace this mattress or refund my money. On July 11,2015 My salesperson [redacted] and I unzipped the mattress cover to find black spots which led to my concerns of mold and wondering if this mattress had been refurbished. [redacted] did take pictures and text them to Linda the operations manager who did not respond. Upon purchasing this mattress I was led to believe that the box spring would be a normal size and definitely not a low profile, which is exactly what was delivered. At no time did anyone explain or advise me about a return or refund policy on this mattress. Due to health concerns of these black spots being potentially mold I do not want a replacement for fear this would likely happen again. In dealing with mattress and sanitation concerns this situation should have been taken care of promptly rather than drag on for weeks. I'm kindly asking for a refund for this mattress set. I've spent a substantial amount with Ethan Allen and am looking forward to receiving my custom made furniture.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I will be taking further action. It is apparent my concerns have not been addressed! And to say this mattress set was a special order and therefore a refund is not permitted is ludicrous! I'm extremely disappointed in your customer service. All I wanted was a refund, this should have been handled in a more courteous and professional manner. After reading many complaints on the internet regarding Ethan Allen I've come to realize customer care and quality service is not what this corporation stands for.

Sincerely,

Business

Response:

We appreciate the

opportunity to address Ms. [redacted] concerns.

We are sorry to hear of this unfortunate situation. I have reviewed this matter with local

management. Ms. [redacted] has been offered the option for full mattress and

foundation replacement, however the client has declined the offer. This is a

custom order and we have extended above and beyond what the warranty offers.

After carefully considering all

of the details regarding this situation, 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 again like to thank you for contacting us with her

concerns. Should there be further

questions, please feel free to contact us.

Best regards,

Ethan Allen Corporate Office

Client Services

Consumer

Response:

Review: [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,

Review: We purchased a chandelier from Ethan Allen on February 24th. When it arrived on March 31 we noticed after having the chandelier installed that the lamp's globe was dented and several of the crystals poorly attached. We promptly contacted Ethan Allen to notify them as the is[redacted] and within all refund policy guidelines. Our local sales rep agreed to replace or exchange the globe portion as per the return policy. When we picked up the replacement we noticed that the damage had not been repaired, but worse still, they had replaced the globe with one containing rust and scuff marks in several places. It also had similar is[redacted]s with poorly attached crystals. We contacted Ethan Allen to either replace the globe with a new one or refund our money. Both the store manager, [redacted], and sales rep [redacted] have refused to provide a refund.Desired Settlement: I would like the chandelier replaced with a brand new chandelier, installed at Ethan Allen's expense, all shipping costs reimbursed, and a 25% to cover the many inconveniences they have created.

Business

Response:

We appreciate the opportunity to address Ms. [redacted]’s concerns. We are sorry to hear of this unfortunate situation. I have reviewed this matter with local management. The design center manager has informed us, Ms. [redacted] brought the globe back to the design center and although the globe appeared to be within standards, the design center provided her a new globe. The second globe was picked up on Saturday April 19th. Ms. [redacted] inspected the globe before taking it home and said it was fine. Later that day Ms. [redacted] called the design center and said the piece was rusted and crystals were cracked. After reviewing Ms. [redacted]’s photos the design center staff could not see the issues. The manager of the design center has advised, they will be offering her to return the chandelier for a full refund.

Respectfully,

Senior client representative

Consumer

Response:

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,

Review: We purchased a leather recliner on 4/17/13 which we received in June. A few months ago we noticed that the nails that hold the leather to the wooden legs had come loose. We called EA for support on 9/6/13 and spoke with [redacted]. We were directed to [redacted] (repairman) who told us that we needed a work order. Why didn't [redacted] tell us that. We were told that [redacted] would call us back. She didn't! After a few weeks we called again and spoke with [redacted]. [redacted] was no help and so we were transferred to [redacted]. We told her the story and she told us that she would call us right back. She didn't. We spoke with her three times and every time she was going to work it out and call us back. She didn't. This brings us to 10/14 and we get put through to [redacted] who basically tells us she is going to take care of everything and will call us back. Can you guess what happened? That's correct ....she never called back.so now we realize that we will not get our chair for Christmas. We next call On 1/23 and speak again to [redacted] who tells us that [redacted] will call us RIGHT back. Yeah right! To date Ethan Allen has demonstrated huge service failure.Desired Settlement: Fix the chair like you promised!!!!

Business

Response:

At Ethan Allen, quality is at the root of everything we do. We are disappointed to hear that Mr. [redacted]’ recliner did not meet the high quality standards for which we are known, and then had difficulty scheduling service.

We are pleased to hear service is now complete, and Mr. and Mrs. [redacted] are satisfied.

I hope Mr. [redacted] will accept my apology on behalf of Ethan Allen for this situation. We truly appreciate his feedback and would love the opportunity to work with him again in the future.

Client Service Representative

Consumer

Response:

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,

Review: On November 30, 2013, I purchased a custom made from Ethan Allen in the amount of $1,941.07. I was told that the bed would've been delivered the second week of January. Ethan Allen never called me to let me know why they were taking so long. Four months later, on March 2, 2013 the bed was finally delivered. My husband proceeded to assemble it, and he noticed that wood dowels were already inside the holes and glued. This seemed strange because the dowels along with all the hardware should have come in an unopened plastic bag. Then my husband noticed that the legs had water damage which very was visible, also one of the legs was chipped. It was very evident that this bed had previously been assembled and used.I immediately called the store where I purchased the bed, [redacted], Pleasanton, CA XXXXX and spoke with Store Manager [redacted] and told them of my findings. I told Mr. [redacted] that I believed this bed had either been used or it had been on display. He asked me what I wanted to do. I told him that I would want to return this bed and get it replaced. The same day, Ethan Allen came back to pick up the bed, but I took pictures of the dowels and water damage and e-mailed them to Mr. [redacted] to show him evidence that this bed had previously been assembled. He never called me to acknowledge receipt of the photos I sent him. Today is March 24, 2013, no one has contacted since March 2 to give me status on my order.

Product_Or_Service: Allesandra Queen Bed

Order_Number: XXXXXXXXXX

Desired Settlement: I feel that Ethan Allen was purposely deceiving because knowingly they sent me a used or previously assembled bed. The evidence I have clearly shows this.I want the bed that I purchased brand new, and I want 50% refund of the original purchase price.

Business

Response:

Business Response /* (1000, 5, 2013/03/27) */

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

I have discussed this matter with Mr. [redacted], Senior District Manager of the Northeast and was advised Mr. [redacted] has communicated with Ms. [redacted] prior to this Revdex.com letter. Mr. [redacted] advise they are re-ordering this bed and will prioritize it and once it is delivered to the local service center it will be inspected prior to delivery to Ms. [redacted]. They will also be issuing a 30% credit to Ms. [redacted].

Consumer Response /* (2110, 7, 2013/03/29) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I would like to see the that 30% reflected on my statement. The full amount of the bed was already charged to my Ethan Allen credit card. I would also like to continue business with Ethan Allen and I do not want this incident to affect any future purchase.

Thank you for your prompt response.

Review: I bought a leather grand sofa plus a recliner at Ethan Allen last Thanksgiving. We paid premium ($5000) for the set because we were attracted by Ethan Allen's reputation in furniture business. It took about 3 months to deliver because they customized, which was OK. However, after we received the furniture, and started using it, we immediately noticed the great uncomfort and back pain when seated in it for more than 5-10 minutes. All three seat cushions were very saggy, while the back cushions were quite firm. We actually upgraded the cushions to "Springdown" at the store when customizing it, which we thought would be more support and durability. After a couple weeks of usage, all three seat cushions and two back cushions were starting to pout, and had shown wrinkles, and at that point, both my wife and I could apparently see the issue with the quality of cushions. FYI: my wife (120lbs) and I(170lbs) were by no means heavy persons. Also the recliner also started to pout but the comfort level was OK.

After we found the problem within two weeks of delivery, we contacted the designer that sold us the sofa, and even brought in the cushion for him to check it out. The designer, although showed some "subtle agreement" to my complaints by checking on the cushion, tried to play words and persua[redacted] us into little/no problems with the sofa. At one point, I was particularly angry because I can sense the amount of training that the employee of Ethan Allen might have taken to never admit anything wrong with their products. At the end of the day, he could not do much other than just reporting to his manager. He then followed up with a response/suggestion to us to get a second opinion after sitting on it for a few more weeks. It didn't get any better after weeks, so we called and complained again, so he scheduled service request for us. Then after another "some" weeks came the technician, who only took some pictures and asked some questions without any response; and left a message saying that we were going to be contacted by customer service. Then we waited another many weeks, and no response so far, and we were utterly disappointed with Ethan Allen's attitude and their ways to treat customers.

I was particularly disappointed by the fact that a premium/luxury furniture business provided such sub-par and low quality furniture, and then failed to do any meaningful customer service other than diverting customers' anger and complaints and playing "ping-pongs". I should have really read first all the complaints on the internet before purchase; they were so real...Desired Settlement: I would really want them to fix my saggy cushions by replacing them with much better materials so that they won't sag and pout. However, I am currently having 0 confidence that they could make it right. Even if they did eventually, I felt it would take tons of iterations and effort and our precious time.

An alternative resolution that I desire would be for them to refund some of the amount that I paid (around $1000), so that I could use the money to get a local quality upholstery store to customer a set of cushions for me to rescue the uncomfortable sofa.

Business

Response:

Thank you for contacting Ethan Allen. We appreciate the opportunity to address Mr. [redacted] concerns. I have been in contact with [redacted], Regional Client Services Manager for [redacted]. Ms. [redacted] has advised the Design Center Manager has been in contact with Mr. [redacted] and has offered to work with him towards a resolution. Ms. [redacted] further advised Mr. [redacted] will be forwar[redacted] photos to her for review. Best regards,

Corporate

Client ServiceETHAN

ALLEN GLOBAL, Inc