Ethan Allen Global, Inc.

Review: I have contacted Ethan Allen on numerous occasions to remove me from their mailing list because I receive too many of their catalogues. I called their [redacted] office at [redacted] and spoke with the Manager who promised me my name would be removed from their mailing lists. That did not happen. On June 3, 2014 I spoke with [redacted] at Ethan Allen Global Headquarters at ###-###-####. [redacted] promised me he would ensure my name and address would be removed from their mailing list. It is now Sept 8th, 2014 and I continue to receive Ethan Allen catalogues.I want them to remove my name and address.Desired Settlement: I want them to remove my name and address and stop sending me advertising material.

Business

Response:

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.

Senior Client Service Representative

Ethan Allen Global, Inc

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The marketing material I continue to receive is from the [redacted] Ethan Allen store. I believe Ethan Allen can and should stop mailing me immediately. It should not take 4 months. Their response is not acceptable.

Sincerely,

Review: I worked with a designer at the store, and after three meetings and discussion of fabric choices for chairs I was purchasing we selected one of two fabrics she had shown me. I ordered the chairs in the designer's presence. Five weeks later when they were delivered the fabric was not the one I selected. I subsequently spoke with the designer about this mistake, and while she agreed that this was not the fabric we selected, in trying to get the chairs returned I ended up dealing with the corporate office, where I was informed that since I had signed the order form with the incorrect fabric code on it, I was responsible for the error. I was also told that the designer had not agreed with me that the wrong fabric had been ordered. When I tried to talk to the designer about this she told me that because I had gone to the corporate office she was barred from speaking to me. The result of this is that I have been charged a 30% restocking fee. This is blatantly unfair, since the mistake was made by the designer when she completed the order form, but she would not admit that she had made a mistake. I had several conversations about this, but at this point I cannot seem to reach anyone who will discuss the problem.Desired Settlement: Refund of all costs, without a 30% restocking fee. An apology from the designer with an admittance that she made a mistake would certainly lessen the fact that I feel I have been treated extremely unfairly.

Business

Response:

Mrs. [redacted] signed a sales order that states in our terms and conditions that custom upholstery is final sale non refundable. We did however allow Mrs. [redacted] to return her 2 [redacted] Chairs with a 30% restock fee as this was customer preference. When Mrs. [redacted] called to advise that she didn't want the chairs that she did not like them we did work with our delivery company to get them picked up from her house the next day.

The design center is working with Mrs. [redacted] and the designer on a reselect fabric for what she says she wanted in the first place. We sincerely apologize for any confusion or inconvenience and look forward to a continued relationship with Mrs. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because when I met with the company and designer the designer finally took responsibility for the error in the order, and the store agreed not to charge the 30% restocking fee. I was offered the opportunity to reorder the chairs with the original fabric I had chosen, but the experience with the customer service at the store has left my wanting to discontinue working with them. I therefore have requested a full refund of costs. I have not received a response from the manager, [redacted], since I made that request in an email to her last week.

Sincerely,

Review: Good morning,I recently purchased a new small media stand at Ethan Allen. Below is the issue I experienced:*February 1st, I purchased the Emery Small Media Cabinet (Order #[redacted]) after custom designing on website. The price looked to be on-sale for $269 plush shipping.*February 4th I received an e-mail from Ethan Allen stating they were canceling my order and refunding my card as there was an error on the web-site and they reserved the right to do so. *February 4th I responded back saying I had made the purchase after designing on their site/spending time on designing the media cabinet and had already spending almost $5,000 on a new living room set. I requested they honor the price that I purchased for. I have since spoken to a women named [redacted] who identified herself as the manager (I requested to speak with a manager) and she verbally told me as well they would not be honoring the price.I made the purchase in good faith and Ethan Allen is now saying they will not honor it. I understand it may have been an error on their part but expect they should honor the price I purchased the stand for. I am not happy and if not resolved (honor the price) will not do business with Ethan Allen again.Thank youDesired Settlement: Honor the price I purhcased the Emery Small Media Cabinet for. The price was $269 plus shipping and tax, total of $360.81 including tax and delivery.

Business

Response:

Thank you for allowing us the opportunity to respond to Mr. [redacted]’s concerns.

Ethanallen.com showed the "Emery Small Media Cabinet" at an incorrect price between the dates of 2/1/14 and 2/3/14. The sale price for the Emery Small Media Cabinet should have been listed as $1069 and was erroneously listed at $269 during that time frame. We were disappointed to discover this error and did move quickly to notify and refund all charges for clients who were affected by the error. Ethan Allen makes every effort to insure information listed on ethanallen.com is correct and we do review all orders to confirm accuracy.

We have apologized for this mistake and have notified clients that we have cancelled affected orders and fully refunded the credit card used. We also directed clients to the online terms and conditions which must be agreed to at the time an online order is placed.

General Terms:

Every effort has been made to ensure the accuracy of prices, item numbers, availability and dimensions; however, we cannot be responsible for typographical errors. Ethan Allen reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Ethan Allen will issue a credit to your credit card account in the amount of the charge.

We are sorry that we cannot provide the resolution Mr. [redacted] has requested.

Best Regards,

Supervisor

Virtual Store and National Dropship

Ethan Allen Global, Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a rather expensive leather chair from the company less than 2 years ago and the right side has literally been dislodged from the chair. I called for a service visit over 2 weeks ago. My husband called again this this morning with assurance that we would receive a follow up call. It is 3:30 and I have yet to receive a call. It is not the delay of a service visit that annoys me it is the lack of communication.I need someone to call and give me a plan. In todays climate of [redacted] and internet abilities I will put their poor service out on the web if need be. Their choice.Desired Settlement: A call to confirm a date to repair the chair

Business

Response:

Thank you for forwarding the concerns of [redacted]. We contacted Regional Management

directly to review her concerns. We have

been advised the District Design Manager contacted Ms. [redacted] personally to

apologize for the breakdown in communication.

The technician has been scheduled for June 24th.

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: I purchased a slipcovered sofa for 1665 in late 2014, I also purchased the [redacted] Purchase Protection Plan. The sofa ended up damaged and I was offered a store credit for the amount of the purchase. The reason I was offered a full credit is because Ethan Allen no longer carried the fabric the sofa was made from. I went to the store to try to find a replacement fabric to put on a new slipcovered sofa. Unfortuately, the fabric offering for slipcovers in limited and I could not find a fabric that did not clash with the remainder of my newly purchased furniture. I would like to purchase a more suitable color slipcover sofa from another supplier and would like a cash refund for the sofaDesired Settlement: A $1,665 refund via check or cash

Business

Response:

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

###-###-#### FAX ###-###-####

Consumer

Response:

Ethan Allen sells the [redacted] product and always tries to convince its customers to purchase it-they likely make a profit off of it. I would think since Ethan Allen sells this product, they could step in and try to help negotiate this issue with [redacted].

Review: I purchased two [redacted] tables from Ethan Allen less than one year ago. I happened to be in the store recently and saw the tables and they looked much different than do the ones I have. The table tops in the store and on the Ethan Allen internet site showed few flaws and were a warm toned wood. The tables I have are very dark, cool toned and are black along all edges. I opened a warranty claim and the technician advised he saw this with these tables all the time and that it was a quality control issue with the factory in China. The tables I have are significantly different than those shown in the store and online - the one's I have terrible compared to those advertised by Ethan AllenDesired Settlement: Refund for full purchase price and return of two living room tables one coffee and one console from the [redacted] line

Business

Response:

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

###-###-#### FAX ###-###-####

Consumer

Response:

I spoke to Ms V[redacted] and have sent her pictures of my table tops showing the inferior quality - black cracks, black color around entire parameter, tone is not warm as the one shown on the internet. Table is of inferior quality to what is shown.

Ms V[redacted] committed to trying to resolve this issue as soon as possible.

Thank you

Business

Response:

Review: I purhased a bedroom set from Ethan Allen in July of 2015 (2 weeks ago was delivered) to my home. I was told that the bedroom set was made in America by the design center rep. I contacted the Ethan Allen customer service department to verify if the bedroom set (Newport collection) was made in America. He said yes while he could not tell me exactly which manufacturing plant the bedroom pieces were made in. My furniture is labeled "Made in [redacted]". Last I looked [redacted] was not part of America. Yes, America could mean USA, Canada and Mexico" but NOT [redacted]. I was adamant about purchasing a quality Made in USA bedroom set and Ethan Allen claimed that my purchase was a USA product. How can it be that the label says made in [redacted] then. I had many manufacturers claiming they made furniture in America and I choose Ethan Allen because I thought it was true to its claim.Desired Settlement: I want something that proves to me that the bedroom set that was delivered to my home was in fact MADE IN USA (NOT [redacted]). Otherwise, I want the furniture returned for a full refund (close to $6000.00 USA dollars). Regards, [redacted]

Business

Response:

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

I recently spoke with Ms [redacted] to address her concerns. I verified

the country of origin for items that she has requested. Ethan Allen owns and operates eight manufacturing

facilities including five manufacturing plants and one sawmill in the United

States plus one plant each in [redacted] and [redacted]. Approximately seventy

percent of its products are made in its North American plants.

Review: I am ** years old and am somewhat hard of hearing. I went to Ethan Allen at [redacted] in [redacted] and purchased ($1000.00 deposit, $2000.00 to be paid later) a dining room table and chairs. When the furniture was delivered the finish did not look good and I was not happy with the product. I contacted Ethan Allen and spoke to [redacted], the saleswoman who sold me the set. They told me that the furniture needed to be reviewed by their internal "Review Board." A representative came out and took pictures of all the furniture (table and four chairs) and then I was informed that indeed the table and two of the four chairs were deemed defective. I told them I wanted to return the entire set (all four chairs) at that time.

Ms. [redacted] than came out to my home, NOT at my urging, and coerced me into getting the furniture redone to a wood finish. I was not happy with this direction but she was insistent. They then drafted new paperwork, which I DID NOT sign to have this done. I then felt I was being harrassed and contacted my credit card company to not process the remaining $2K until I resolved this issue.

[redacted], the manager of the store on 4/16, told me that [redacted] was going to call me on 4/17.

I was then contacted by phone by [redacted] on 5/29/30. This process had now been going on for 3 months with Ethan Allen and I was getting confused and upset by their approach. Ms. [redacted] was very abrupt and told me that I needed to honor my contract and that she "had my credit card number," to process the transaction. She was insistent I do things their way.

On 5/30/15 I had my son in law make a call to Ms. [redacted] to discuss the issue and attempt to get my $1000.00 back and return the furniture to them. She was rude again to him and hung up the phone on him. She was not open to discussing the issue and made rude remarks as to my ability to understand the situation and not be cooperative. She also said she DID NOT KNOW about the Review Board findings.

At this point I am scared to speak to anyone from Ethan Allen and feel they have harassed me and are not willing to just take the furniture back and refund my $1000.00 deposit. I am asking my daughter, Kerry, to handle the discussions with them moving forward as I am very upset by all of thisDesired Settlement: I would like Ethan Allen to refund my $1000.00 deposit and pick up all the furniture. I do not feel I need to pay anything for this at this point. Also, I am due an apology for the harassment I suffered by the salespeople and their entire organization.

Business

Response:

We would like to thank you

for allowing us to address Ms. [redacted] concerns.

We have reached out to [redacted], the

regional operations manager for the Northeast region, to discuss the client’s

concerns and experience.

Ms. [redacted] and her

son have both spoken with [redacted], the Managing Director in [redacted],

advising her that she did not like the custom finish that she had ordered on

her furniture. The son also advised that

the client had filed a chargeback with the credit card company. Upon further

investigation, it appears that the client did file a chargeback and was

refunded $2000 by the credit card company before returning her furniture.

At this time, Ms. [redacted] is being offered a refund of the balance, minus the chargeback, equaling

$1,031.85 upon return of the items she has maintained possession of. Mr.

[redacted] has attempted to reach the client twice, but his calls have not been

returned.

Thank you,

Corporate Client Services Representative

Ethan Allen Global, Inc.

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. 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.

Review: For more than a year I have been trying to have our name removed from the Ethan Allen printed catalog mailing list. On two occasions I have used the catalog removal request form found on the companies website - http://[redacted], yet we still continue to receive unwanted catalogs.

I have also contacted the company directly via email. My email (below) was sent to [redacted] (this is the only contact email address available on their website).

"To Whom it May Concern,

We have been trying for a year to be removed from your catalog mailing list. I have on two separate occasions, since April 2014 (a year ago) accessed your website and entered my catalog ID information for removal. However, we continue to receive unwanted catalogs.

Our catalog mailing code is: [redacted]

If we do not receive confirmation that we have been removed from your mailing list I will be forced to file a formal complaint with the Revdex.com.

Please forward to the appropriate person.

Thank you!

[redacted] ([redacted]) and [redacted]"

I received the following reply on April 8, 2015.

"Hello [redacted] & [redacted],

Thank you for your email. I am sorry to hear that your name has not been removed from our mailing list since your first request. [redacted] & [redacted], as requested, I've forwarded the below information to the appropriate party to have your name removed from our list. Please be advised you may continue to receive mailings while this change takes effect. I apologize for any inconvenience.

I hope this information is helpful.

Sincerely,

Thank you for visiting Ethan Allen! If we can be of further assistance,

please feel free to email us again or call us at [redacted] or [redacted] Client Services Representative

Ethan Allen Retail, Inc."

Today, July 9, 2015, we receive another unwanted catalog.Desired Settlement: I would like Ethan Allen to follow through on our request and stop sending us unwanted printed catalogs.

Business

Response:

Thank you for allowing us the opportunity to address Mr.

[redacted] concerns.

We have carefully researched this situation. It appears that

Mrs. [redacted] had requested to be

removed from our mailing list in July of 2014. We are not sure why she hasn’t come

off the list yet.

Then in April of 2015

we had the following name only request; [redacted] and [redacted] 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 2015 magazine. They will make

sure Mr. [redacted] is not part of that mailing or any more going forward.

Best regards,

Corporate

Client Service

ETHAN

ALLEN GLOBAL, Inc

Review: I ordered 2 chairs and an ottoman on 11/21/11. the first one was from the fllor and I ordered a matching chair. The first chair upon arrival was tuffted differently and the leg color did not match. The ottoman had completely different color legs from both chairs. Was reordered. Upon arrival this second chair was not tuffted at all and the legs still did not match. The legs were replaced on the ottoman to a near match. the third time the new chair's legs did not match. Contacted Ethan Allan again (they never call, I always have to)and sent pictures of the mismatch. This was in February. I never heard so I called again in March and they said the legs were on order. Seems to me it would have been easier to just make the 8 legs needed and one time and replace all of them so they match. I have now been in this process for 18 months to get a matching chair and am so disatisfied I don't even want to look at the chairs anymore. Very poor customer service.

Product_Or_Service: Mercer tufted chairs

Desired Settlement: I want all the legs to match and this to be settled so I never have to deal with Ethan Allan again, even though I have been a customer for 40 years.These chairs were a lot of money for me and I feel the enjoyment of this purchase has been taken away by poor customer servive.

Business

Response:

Business Response /* (1000, 5, 2013/06/12) */

At Ethan Allen, our goal is always to provide excellent service to our clients. We truly apologize for the inconvenience this has caused Ms. [redacted]. I have been in contact with Ms. [redacted], Operations Manager for Ethan Allen [redacted] I have been advised that new legs for Ms. [redacted] were ordered and they have now shipped to the local service center. Ms. [redacted] has been able to identify an opportunity for improvement within their operation a so similar situation does not occur in the future.

We truly appreciate client's feedback and would love the opportunity to work with Ms. [redacted] in the near future.

Senior Client Services Representative

Review: I'm filling this complaint today because the furniture I purchased is not the quality of furniture that was represented. The paint is coming off the table, and the seat cusion does not sit square with the seam of the seat. I have contacted Ethan Allen several times to get this problem rectified. Unfortunately we are boy coming up with a solution that I see fit. The furniture is extremely poor quality not what I expected from such a high end brand. What's worse is the customer service is even poorer.Desired Settlement: In the beginning, I just wanted them to fix the issue but due to the poor service I never want to do business with them again.

Business

Response:

We would like to thank you for allowing us the opportunity to address Ms. [redacted]’ concerns.We have reached out to the local Regional and District Managers for their review. I was advised by Mr. [redacted], Ethan Allen Customer Service Specialist, visited Ms. [redacted]’ home twice to take care of both issues. The first time was for an inspection where it was determined parts were needed for the chair and the table had some use damage in which he offered to take care of as a courtesy. Ms. [redacted] agreed to let them order the part for the chair, but refused his offer to touch up the table as a courtesy. After that visit, Ms. [redacted] visited the Ethan Allen Design Center to voice her frustration regarding the table, both the Manager and Mr. [redacted] agreed that they would not be offering Ms. [redacted] a new table. Mr. [redacted] went back a second time to install the new part as well as touch up the table again as a courtesy and again Ms. [redacted] opted out. The chair is currently operating within Ethan Allen Standards. Regards,Ms. [redacted]Client Services RepresentativeClient ServicesETHAN ALLEN GLOBAL, INC.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Nothing is being done to remedy the poor quality product I was giving. In the message I received they mentioned I stopped in to voice my complaint. That is false, unfortunately what it sounds like, is that there are so many complaints they can't keep track. I've reached out through telephone only and have yet to get a response. [redacted] has come out but the issues are not fixed. The cusion is still not sitting square in the seams and the table is still sensitive at best. I don't feel comfortable even touching the table because it mars so easily. My next step is to contact the news so they're can do a story on the terrible customer service and poor quality.

Sincerely,

Review: I recently received 6 Sage bell Lampshades as a gift. As I only needed 2 I returned 4 to the store for refund. After researching the issue they informed me that 4 were purchased on clearance (and are therefore not returnable) and 2 purchased at full price for a total of $78.61. I said "ok then please credit the 2 full price shades and I will pick up the other 2". The guy ([redacted] in Operations) said "ok". the next day I receive an email from the district operations manager) telling me that I was shipped 4 in error and there will be no refund. So, what happened to the 4 purchased on clearance? What a shady shop this is. I am due my $78.61.Desired Settlement: I would like a credit of $78.61 in exchange for the 2 lampsahdes I returned to the store.

Business

Response:

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,

Ethan

Allen Global, Inc.

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: I purchased a couch in a natural color. I asked about adding scotch guard before furniture was delivered. Was told that "fabric protection product was infused" into fabric , therefore nothing else necessary. Within one month of delivery I noted black marks on fabric along base of frame. Fabric reaches to floor level. I spoke with E. A. representative who asked if I had the "Gold Furniture Protection Plan". Fortunately, I did have the plan. I contacted [redacted], their plan manager. They were most helpful and sent an expert to clean the front area of couch with good results. Within another 30 days, I noted dirty marks in the same area along base of couch. In addition there appeared to be a discoloration on each of the three seat cushions. The color had a gray to blue tinge, evenly covering the cushions. At this point, I took the cushions into the Ethan Allen store where I purchased the furniture. I spoke with several people (I have their names if you wish) and was told that the photos that I showed them would be sent to customer service as the store people could not help me. Customer service person came to inspect furniture and I was subsequently told this was not their problem. That the fabric is not the problem and to have the furniture cleaned.I have had light colored furniture for over 30 years and NEVER had to have it cleaned in the past. Incidentally, I bought two lovely arm chairs from E A. at the same time that I purchased the couch from E A and neither of the chairs have the gray /blue tinge on the seats. The same people are sitting on the chairs as the couch. The chairs have a totally different fabric than the couch.I FEEL THAT THERE IS A "FLAW" IN THE COUCH FABRIC AND IT SHOULD BE REPLACED. Date of delivery of couch was Dec. 23, 2013.I am an elderly lady who does not abuse the couch fabric and have been very disappointed that E A has taken the stand that it is not their problem. I believe that they should stand behind the product.Desired Settlement: Replacement of this fabric that does not appear to have the protection that was represented at time of sale.The couch is lovely but the FABRIC IS UNACCEPTABLE AS IS.

Business

Response:

ID# [redacted]

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

Ms. [redacted], District Design Manager, has informed us that the issue with Ms. [redacted]'s fabric on her sofa in use related and not a quality issue. This fabric is not flawed per the Technician's findings. Ms. [redacted] advised that someone in blue jeans sat on her sofa causing the denim to transfer onto the fabric. The local Design Center suggests she reach out to [redacted], who she has a protection plan with and have them clean her sofa. It would be up to [redacted] to determine the resolve.

Although we understand Ms. [redacted] is disappointed, no further action will be taken. I am sorry that we could not offer the resolution she requested and would like to again thank her for contacting us.

Regards,

Ms. [redacted]

Client Services Representative

Consumer

Response:

Review: [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,

Business

Response:

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

I have reviewed this matter again with the local management and was informed there is no fabric flaw. Ms. [redacted] simply needs to contact [redacted] to have her sofa cleaned. This is covered under the protection plan she purchased from us.

It is not Ethan Allen's responsibility to cover dye transfer from clothing to upholstery occur. In no way do we feel she has abused her furniture. It is unfortunate and certainly feel for her frustration. But she should find comfort knowing she purchased the [redacted] protection plan and they will come out and clean her sofa. If they are unable to clean it, they will make a determination of how to proceed. She needs to contact [redacted] as soon as possible.

Regards,

Ms. [redacted]

Client Services Representative

Review: Product delivery date was set at time of purchase, but has not been honored.

On September 21, 2013, I purchased the Bennett Three-Cushion Track-Arm Queen Sleeper sectional Sofa-bed and matching Chaise Lounge combination at the location on [redacted]. During the sale and design process, the Design Consultant set expectations of appropriate delivery times ranging from nine to eleven weeks, with an expectant date no later than December 8, 2013. Before committing to the purchase, I informed the representative that I was only available to accept deliveries on weekends, and was confirmed that this would not be a problem.I have been informed that the custom sectional I ordered will not been delivered as promised. I received an email from the Operations Administrator, [redacted], that my couch was ready in only four weeks after my original purchase date. During that time, work did not permit me to be available to receive that delivery during the week. I was given an expectation of nine to eleven weeks and a weekend delivery, so that is the time frame that I made myself available. [redacted] then gave me only one weekend opportunity to take delivery of the couch, which was on November 11, 2013. She did so with only one weeks' notice. I expected a company of this high level of quality and customer service, would give more than a seven day notice that they were more than thirty days off of a correct delivery expectation window. I am disappointed because I have not been given the opportunity to schedule any other weekend dates for the entire year, and I feel like the associate has been overly-aggressive when trying to schedule a delivery date on a day that I am unavailable. She has even suggested that I "take off a day or have someone receive for me".Desired Settlement: I would like delivery by the promised date or a refund so that I may purchase the product somewhere else.

Business

Response:

Attached is the signed contract that Mr. [redacted] has referred to in his complaint. Please note that Mr. [redacted] has also initialed terms and conditions of sale and delivery expectations and noting that the dates given at time of purchase are estimated only and subject to change. As we are concerned, we have exceeded expectations in relation to this order. Our upholstery manufacturer completed and shipped the merchandise well ahead of schedule at which time our scheduling dept. promptly notified the consumer with delivery opportunities for the month of November. Please note that Mr. [redacted] has acknowledged the design center did review delivery expectations and that review is based on terms and conditions / noting that some locations have limited delivery dates and fees associated with distance. This is the case for Mr. [redacted] who is located in [redacted]. In addition, it is our position that it is not unacceptable or unprofessional that we tried to find solutions to accommodate the client to quickly and efficiently get his purchased delivered by asking if someone could accept on his behalf. At this juncture, we have been able to accommodate Mr. [redacted] with a scheduled delivery of Saturday Dec. 7th, and we look forward to a successful outcome.

Review: Order #: [redacted]. Ordered 3/13 delivered about 6/13. One sofa missing arm protectors and had a hole in side panel. Store sent man to take fabric sample. Despite several calls to store and also to sales rep [redacted], nothing has happened. No arm protectors and no repairsDesired Settlement: Fix my sofa and send me arm protectors or give me a refund

Business

Response:

We thank Mr. [redacted] for the opportunity to assist him in making necessary adjustments to his sofa, and to provide the missing arm caps. Mr. [redacted] has reviewed his complaint and asked that I respond on his behalf.

Review: On Aug. 20, 2013 I ordered two tables from Ethan Allen on-line with a sales person, [redacted]. Delivery was to be 6-8 wks. Approx 1 wk later I received a contract with a post-it note "for your records" which stated Oct 22 for delivery. On Aug 25 an e-mail stated delivery to be Nov 4. On Sept 11 an e-mail stated del. to be late Nov. (now a 3 mnth wait). I thought the original 6-8 wks was quite a wait and I had visitors coming, so after thinking this over, I called Ethan Allen on Sept 20 to cancel the order and get a refund. Mngr wasn't in and would call the next day. Next day [redacted] said the District Mngr wasn't in and would have to call on monday. On monday Sept 23, District Mngr. [redacted] said he had requested a status on my order from the manufacter the previous friday (??hmmm...)and would let me know. The next afternoon [redacted] called and said the order was already in process so he could not give a refund since it was past 72 hrs of order date. If I canceled the order there would be a 30% re-stock fee ($399.84) which is an unusally large fee AND for unreceived merchandise. I told [redacted] I didn't believe him (del. is supposedly still 9 wks away) and that he was stalling until it WAS in process and that this was not very reputable-low car salesman tactics. Also, the delivery extension notice was past 72 hrs so how could I know to cancel in that time? After some discussion, he ended up screaming at me "have you even read the [redacted] contract you signed?" I asked "what did you say? What contract?" He said "[redacted] contract- [redacted]!" In fact there was not a signed contract and I received it after 72 hrs. Headquarters told me there was no on-line order, so the sales person must have changed it. I asked [redacted] to speak to his mngr, he said "I own this company". If manufacturing time frame for these tables is 6-8 wks, why is 9-10 remaining wks too late to cancel? After this run around, how could I possibly enjoy these tables?Desired Settlement: $444.00

Business

Response:

We appreciate the opportunity to address Ms. [redacted]'s concerns. I have discussed Ms. [redacted]'s concerns with Mr. [redacted], Local Principal for Ethan Allen Oregon. Mr. [redacted] has advised, Ms [redacted] was provided with a delivery quote of 8 to 10 weeks from the time of the purchase 8/22/2013. [redacted] advised, he spoke with Ms. [redacted] and advised the items should be delivered within the 8 week mark which she was originally quoted. However, Ms. [redacted] was not happy with this date, [redacted] advised the client there would be a restocking to cancel the order.

The items have completed and are moving through our distribution center, they are estimated to be delivered to Ms. [redacted]'s local warehouse the week of 11/04 or sooner.

Ethan Allen Global

Consumer

Response:

I am happy to see the delivery date has been set back to 11 wks (not 8 wks) instead of 14-15 wks since this complaint began. It is yet to be seen if this will actually happen.

There is no reason I should not have received a complete refund as there was adequate time for cancelation and had not received any merchandise.

It has not been a pleasure working with Ethan Allen. The behavior Mr. [redacted] displayed was very unprofessional and unacceptable. Lesson learned.

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: I purchased two [redacted] Tables from Ethan Allen in Dec 2014. There was a significant amount of time between ordering the tables and receiving them. I recently visited an Ethan Allen gallery and noticed how significantly different the finish was on the tables in the store and the ones I received. I then checked the Ethan Allen internet site and noticed also that the finish of the table on line looked dramatically different than the ones on received. I have pictures of the table from Ethan Allen's Internet site and my tables. The warranty from Ethan Allen states that minor differences in finish are not covered-which I understand but the difference in my tables' finishes and the ones I saw in the store and the ones on their internet are not minor. My finish is a purely brownish one with black along the edges. The tables seen in store and on line are a more golden, warm tone with no black around the edges.Desired Settlement: A full refund of $2,114.03

Business

Response:

We have thoroughly reviewed this situation. We understand, Lisa [redacted] Tracy [redacted] Renee [redacted] Fanning, Pam [redacted] and Lillian [redacted] reviewed and discussed with Ms. [redacted] all her concerns.

After reviewing the technician’s report, as well as the photos she has provided us, we have determined that no quality issues are present with the tables. The condition of tables is therefore not covered under the Ethan Allen limited warranty.

After carefully considering all of the details regarding this situation, although we understand Ms. [redacted] is disappointed, a return or repair will not be offered on her tables.

I regret that we are not able to assist her any further and we must consider this matter closed.

Respectfully

Eddie G[redacted]

Consumer

Response:

Ethan Allen is not acting in the interest of the customer, but in the interest of itself. The technician sent out is an employee of Ethan Allen and I explicitly stated my concerns to him about the quality of the tables. First they are supposed to be brown not have black all along the edges. There should be no deep gouges or cracks in the table tops. The technician did not leave me a copy of the report so I have serious doubts that my complaints about quality of product were considered at all. The technician works for Ethan Allen so there is a definite conflict of interest on their part to ensure that they do not have to accept returns. All the people named in their response did not see the tables first hand so it is difficult that they could make a judgment about the table. The pictures I provided to them clearly show the black stain along all the edges of the table tops. I would like the tables returned to Ethan Allen and a full refund issued. By the way, the technician told both my husband and I that Ethan Allen has had significant quality issues with the line of table in question. He said they are manufactured in China and the quality control in their facility is grossly lacking. [redacted]

Review: I called six months ago and asked I be taken off your mailing list of junk!!! today May 12, 2015 I received more junk in my box with my name on it. Please take me off your list or I will file complaint with local law enforcement for harrassment.Desired Settlement: stop sending junk to my apartment!!!!!!!

Business

Response:

Review: I PURCHASED A SOFA [redacted] $2279 AND LOVESEAT [redacted] $2009 AT STATED MEASUREMENTS, ITEMS WERE DELIVERED ON 6/23/14 AND I NOTIFY SALES AGENT ON 6/25/14 OF DISCREPENANCIES IN MEASUREMENTS - SOFA [redacted] AND LOVESEAT [redacted]. ETHAN ALLEN TECH CAME OUT AND STATED IF MEASUREMENTS ARE WITHIN TWO INCHES THAT IS ACCEPTABLE TO THEIR STANDARDS; ALTHOUGH HEIGHT IS NOT. I REPLIED I AM NOT SATISFIED AND THIS IS UNACCEPTABLE FOR THE MONIES PAID FOR THE PIECES OF FURNITURE. I HAVE CONTACTED THE SALES AGENT AND "HE WAS BACK IN THE STORY YESTERDAY" NOTHING ELSE. I WISH TO HAVE THIS ISSUE RESOLVED.Desired Settlement: IF REPLACEMENT SOFA AND LOVESEAT CANNOT BE MADE TO CONTRACTUAL MEASUREMENTS AND THEN FULL MONIES REFUND OR DISCOUNTED PRICE AGREED WITH BOTH PARTIES.

Business

Response:

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.

Review: I purchased a couch, two chairs and an ottoman from Ethan Allen. A designer met me immediately when I entered the store. I told him I wanted a cream-colored couch and two red-striped chairs with a matching ottoman. He said he had just what I wanted and showed me a piece of "red-striped" material. The other stripe is white (or cream-colored). It seemed perfect. The problem is that although the red stripe has red thread in it, it also includes the white thread. Red and white make pink. I now have pink-striped chairs in my living room! When the furniture was delivered in early December, I remarked, "Oh my gosh, the chairs (and ottoman) look pink. The designer (who showed up for the $6,383.38 delivery) ignored me. I just didn't know what to do right away. But I called a day or so later and explained that I have pink-striped chairs and they are not acceptable. The manager and another person described to me as another designer (who was the store manager, but I did not know that at the time) came to my house. It was "written all over their faces" that my chairs and ottoman were pink-striped. But they denied it. The designer actually insulted me by telling me that "it was all in my head that the furniture is pink-striped". They brought with them different materials for pillows to put in the chairs and a garish burgundy material to hang as drapes for my living room windows.These materials were supposed to make the furniture look more red. Of course, I would have to pay for this stuff. The drapes alone I was told by the designer would cost around $1, 200.00! When I said the furniture was still pink-striped, the designer changed his attitude and told me that I could have them re-upholstered at my cost which was the same amount I had already paid. So I'd be paying double for two chairs and an ottoman! I have had all my friends, my family and even the guy who came to install a new toilet tell me that my furniture is pink-striped - definitely not red! I went to an old, reputable upholster in Ann Arbor who "educated" me. She was appalled for obvious reasons and explained that the designer did, for one thing, not do his job. He did not insist that I bring large samples of the materials home and view them in my living room. When I told her that I didn't ask for this, she erupted "That's not your job! A designer who bragged about design degrees and owning his own business for 20 years would never make this mistake! "They saw you coming!" He blames his lack of due diligence on me. He has this cavalier attitude that I picked it - it's my problem - too bad. The designer actually admitted to my face that he will never again sell this material as "red-striped". But he'll never admit this now. Even his manager said "he did nothing wrong". They're friends. I've contacted Corporate Ethan Allen and, initially, got what I thought was a good response. She seemed abhorred by it all and told me she'd be contacting her regional manager and a VP. She certainly gave me the idea that something would be done, that they want a satisfied customer. Then came the Holidays and time has dragged on and after many calls, some answered and some unanswered, I have come to believe that they are stalling and "giving me the run-around". You know, people are busy after the Holidays, things take time, etc.I want these items re-upholstered preferably by the Ann Arbor firm I contacted or even another upholster because Ethan Allen has no other material for me to choose from. The "red stripe I have is the only one they have. I took 4 other trips to their store just to find material for two pillows for the couch (which I still do not have and which are paid for!) I finally picked out a material for the couch pillows (I had to - they were paid for) but it's (and they agree) not chair or ottoman material. The Ann Arbor upholster has a much more extensive material collection from many many vendors. I would even be fine with getting material from them and using Ethan Allen's upholsterers - whatever it takes to get the job done. The Ann Arbor upholsterers quoted me $3,945.00. Whatever the solution, I cannot have pink furniture in my small condo living room. It looks ridiculous and they know it. The furniture is lovely, the couch is great and I have been nothing but kind and friendly. (You get more with honey that you do with vinegar.) I'm not trying to return anything. I just want the correct material. upholstery. Anyone is invited to see my pink-striped furniture. Pictures do not tell the story. I've taken pictures and they definitely look pink-striped, but it's not the same as seeing the furniture in my house.Desired Settlement: Re-upholstery of furniture.

Business

Response: