Ethan Allen Global, Inc.

Review: We ordered furniture from Ethan Allen, Pleasanton. It was a true bait and switch.They showed us something good and when we ordered them they delivered utter waste. It's not worthkeeping in our home. They basically cheated showing us something and delivering us something from a corner store utter sub-standard product to say the least.

Product_Or_Service: Septermber, 2012

Desired Settlement: We would like our furniture replace for something that's worth keeping, the one's they showed us and what we ordered.

Business

Response:

Business Response /* (1000, 5, 2013/05/02) */

Dear Ms. [redacted]

We contacted Regional Management in regards to the case of [redacted] #XXXXXXXX. We have been advised by [redacted] Regional Client Service Manager, that she reached out to Mr. [redacted] personally to address his concerns. At that time Mr. [redacted] requested for an inspection of his other upholstery items which has been scheduled with Mrs. [redacted] for 5/8/13.

A service technician was sent to inspect his initial concern and has advised Mrs. [redacted] they have already submitted an order for replacement inserts. [redacted] Client Service Represenative has left a message for Mrs. [redacted] informing the replacement is due in the week of 5/20/13. Once arrived the service center will contact her to schedule an appointment to have a technician replace the inserts. For any additional assistance they may contact Ms. [redacted] at XXX-XXX-XXXX.

Sincerely,

[redacted] Client Service Representative

Consumer Response /* (3000, 7, 2013/05/10) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

After the initial check, further check has revealed every piece of furniture delivered by Ethan Allen is defective. Basically it was "bait and switch". The solution offered by Ethan Allen is to replace the cushion inserts. They will come to our home, with the inserts and use our home and time to replace the cushion inserts. For one our home is not Ethan Allen factory nor we can spare time while Ethan Allen conducts its business in our home. The best solution would be to order new ones and replace the ones in our home. Looking for good old customer service. To top it we haven't anyone from Ethan Allen customer service talking to us. No estimate on when they will replace. The other way to resolve this is we could return all the furniture if Ethan Allen is willing to refund our money.

Consumer Response /* (-5, 8, 2013/05/10) */

After the initial check, further check has revealed every piece of furniture delivered by Ethan Allen is defective. Basically it was "bait and switch". The solution offered by Ethan Allen is to replace the cushion inserts. They will come to our home, with the inserts and use our home and time to replace the cushion inserts. For one our home is not Ethan Allen factory nor we can spare time while Ethan Allen conducts its business in our home. The best solution would be to order new ones and replace the ones in our home. Looking for good old customer service. To top it we haven't anyone from Ethan Allen customer service talking to us. No estimate on when they will replace. The other way to resolve this is we could return all the furniture if Ethan Allen is willing to refund our money.

Review: My wife and I recently selected an entertainment center to purchase from the Ethan Allen store in [redacted] as it was displayed on the showroom floor. I wrote a check on February 17, 2015 for full payment of the entertainment center which cleared successfully. The check was in the amount of $1,910.39. A few days later I received an e-mail message from the sales representative that sold us the entertainment center stating that the company couldn't sell the entertainment center as we saw it configured on the showroom floor with the bridge component included. Supposedly, Ethan Allen deemed it as being "unstable". The sales representative asked if we wanted to go ahead with the purchase and take delivery on the unit without the bridge component included. I responded to her message stating that we wanted a full refund because that is not what we had purchased. Now, Ethan Allen will NOT give me my $1,910.39 back as promised. I was told that it would take 10-14 days to get my refund by one person, 4-6 weeks by another employee in the same store and that it would have to be issued by "corporate". I called corporate and they said that the refund should be issued to me at the Ethan Allen store for which the original purchase was made. None of the Ethan Allen employees' stories match. I have been told four different stories by four different Ethan Allen employees. I want my $1,910.39 back as soon as possible. This whole process has been simply unbelievable. This Ethan Allen store's business practices are unscrupulous. Multiple employees have lied to me about this refund process. All I know is that we have never taken delivery on a single stick of furniture and I am out $1,910.39. Please help!Desired Settlement: I want my $1,910.39 back within one week at the very latest. Someone has taken my money and will not return it. If the Revdex.com cannot resolve this issue for me then I will be pursuing legal action within the next 10 business days.

Business

Response:

To Whom This May Concern, Thank you for forwarding this email. This situation has to do with Ethan Allen Global and not the hotel. Attorney [redacted], our lead council, has already handled this situation and the customer set. I apologize for my delay in getting back to you. If you need further assistance, please feel free to let me know. Thank you! Best, [redacted], General Manager, Ethan Allen Hotel [redacted]

Business

Response:

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

We have reached out to [redacted], Regional Operations Manager, to discuss the refund arrangements for his Entertainment Center.

While our retail system does not provide support for the refund, Mr. [redacted] authorized the refund as Mr. [redacted] requested. A refund in the amount of $1910.39, which is the full retail amount paid for the Entertainment Center was processed on 3/23/15 & cashed on 3/31/15. Per Ethan Allen's Terms and Conditions, we must refund against the original method of payment.

Thank you,

Ethan Allen Corporate Office

Client Services

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: On July 23rd in entered the Ethan Allen store to purchase a desk which I needed to complete a massive project by August 17th. I was encourage to apply for a [redacted] Credit card to help expedite the process. I was quickly approved, the desk according to the sales person was in stock and I would have the desk within two weeks. The manager interjected possibility three weeks. I clearly told the manager and sales person if I did not have the desk before three weeks forget it I would not have time to do the project. The desk did not arrive before the deadline for the project that I was purchasing the desk to work on was past. I canceled the order and then was informed I would be charged a restocking fee even though the in stock item was never delivered. I was informed to read the terms and conditions of sale. My original of this document does not have a signature, Ethan Allen has produced a copy with a signature written across the bottom paragraph. I contend as a registered nurse for 40 years I would never sign over the words on a legal document. How I am informed that there is a 35% restocking fee which I am accountable to [redacted] Credit with fees and interest if I do not pay this huge expense. Through [redacted] Credit I have learn that the Ethan Allen store policy is delivery at 5-6 weeks.. The sales order has delivery date of 12/31/29, there was an effort to deceive me at the time of purchase and never an intent to deliver the product but instead to use [redacted] Credit to collect 1500 dollars from me.Desired Settlement: Refund the restocking fees to [redacted] Credit.

Business

Response:

Thank you for allowing us the opportunity to address Ms.

[redacted] concerns.

I have carefully researched this situation with Mr. Robert

C[redacted], Local Principal for the [redacted], ** Design

Center. We have been advised Ms. [redacted]

placed an order on July 23rd and both items were received on 8/19. They strongly deny making any promises to Ms.

[redacted] of delivery in a 1-2 weeks time frame. The

furniture was received in approximately 3 weeks from the date of purchase, which

is a much shorter time frame than our current delivery time frame of 9-11 weeks

per our website. Mr. C[redacted] advised that when Ms. [redacted] requested to

cancel her order, the items were already shipped from our distribution center

and on their way to the [redacted], ** warehouse.

Mr. C[redacted] further advised that the 12/31/29 date that appears

on Ms. [redacted]’s original sales order is a placeholder date used until they get

an estimated ship date from the factory after the order is placed and

acknowledged. This is used specifically to avoid giving their customers a

delivery date they cannot meet.

After carefully considering all of the details regarding

this situation and per our Terms and Conditions, although we understand Ms. [redacted]

is disappointed, a refund will not be offered. I am

sorry we could not offer the resolution Ms. [redacted] requested, and would like to

thank you for taking the time to contact us.

Best regards,

Lillian

V[redacted]

Corporate

Client Service

ETHAN

ALLEN GLOBAL, Inc

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

Review: On April 1, we brought a 6' wide [redacted] Blind to Ethan Allen's service Center to be repaired due to defective cord locks no longer functioning and damaging the cords. They said they would call when the warranty work was complete. When I went to pick up the blind, they said there was a $55 repair charge. Our Lifetime warranty states that as a Dealer/Distributor, they are obligated to repair or replace all defective parts at no charge. They said that the parts were covered under a 7 year warranty. We purchased our blind in 2002 before [redacted] started adding that 7 exclusion to their lifetime warranties. [redacted] at Ethan Allen refused to return our blind to us until we paid the $55 charge. [redacted] said that they would lose money because we didn't purchase the blind from them so there was no markup for them to receive profit on it. Basically, they argued with us for the next 3 weeks that our warranty only covers those defective parts for 7 years. We gave them a copy of our warranty which shows no such exclusion, so then on April 25th (almost one month later) Ethan Allen employees changed their story and started to claim that it falls under "normal wear and tear". They say that since the blind is 12 years old, everything wrong with it would be normal wear and tear. They refuse to honor the Lifetime warranty and return our blind. They even went as far as saying that they would be sending the blind back to the shop to have them undo/reverse their work and that we should pick up our blind in the same damaged/broke condition that we brought it in for no charge. How do you like that for a "win, win" solution? This statement came from [redacted] the General Manager of Ethan Allen. When we came in to get our blind from them, [redacted] was very unprofessional, "snappy" and told us to leave and that he would call the police.Desired Settlement: We want Ethan Allen to honor the Lifetime Warranty and repair the blind with no charge as the warranty says they are obligated to do.

Business

Response:

Thank you for forwarding the concerns of [redacted] and [redacted] with regard to correction of blinds from the [redacted] Service Center. The [redacted] Design Center is Independently owned and operated. We contacted Local Management directly regarding the concerns of Mr. and Mrs. [redacted]. We have been advised the [redacted]s picked up their repaired [redacted] blind on Monday May 5, 2014 at the Service Center in [redacted]. There was no charge for the repair.

Consumer

Response:

Review: [redacted]

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

Sincerely,

[redacted] & [redacted]

Business

Response:

Thank you for sharing the [redacted]'s most recent feedback. We have contacted [redacted], General Manager of the [redacted] Design Center for review. Mr. [redacted] informed the Service Center for the [redacted] Design Center is located in [redacted]. Ms. [redacted] was referred to the service center advising they would facilitate a repair, but anything not covered under the warranty would be charged.

It was determined due to "normal wear and tear" from 14 years of use the cords failed. Mr. [redacted] noted under the warranty, "The warranty does not apply to conditions caused by normal wear and tear upon the product." A "newer upgraded cord route system and 2 new cord lock" was included in the restring price of $55, straight labor cost with no upcharge. Mr. [redacted] advised he made an accommodation to repair the blinds at no cost and considers the matter closed. Based on the interactions with the service center after the blinds were provided at no cost, a request was made for the [redacted]'s to pursue another [redacted] dealer for future business.

Thank you in advance for your time and assistance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Current complaint is separate from previously filedMy decision to w/draw earlier claim standsI registered a recent complaint (3/2014) with Ethan Allen's [redacted] store about the wear and tear of Colby style chair purchased in My complaint focuses on a solid line of faded/discoloration on chair cushionAn inspector, with decades of experience with Ethan Allen, came to my home & stated, w/o hesitation, that the wear the chair exhibits is from the chairs structure, specifically a raised area underneath the cushion that impacts directly on the seating cushion & it's fabricStated impact has created a solid approx1xinch line of discoloration, that being a solid line of faded material, on both sides of the seat cushionEthan Allen claims this line to be wear & tearNo one's physical presence or manner of seating would present with such a solid lineI asked for the chair to be re-upholsteredThey said the chair is out of warrantyI know thatBut this issue is related solely to the fact that the chair's structure created the obvious line of discoloration on the fabricThe discoloration is so out of the range of wear & tear that it defies any reason to suggest that it results from day-to-day useI was told by [redacted] & Corporate Ethan Allen representatives that the chair is out of warranty & that they cannot take responsibility for every customer that has an out of warranty complaint, regardless of the complaint and regardless of the monies a customer has spentOf note: their highly experienced home inspector, on his own accord, implicated the structure of the chair as causing the fabrics discoloration & he recommended re-upholsteringFinally, all customers, regardless of monies spent should be satisfied customers, but I spent $39K furnishing my home with Ethan Allen productsEA website claims customer service as number priorityNote,the corporate rep who said she would contact me to follow/up, did so only after I left a messre: a Revdex.com claim.Desired Settlement: I would like the chair to be re-upholstered, at Ethan Allen's expenseMr[redacted], of the ** division told me that re-upholstering affects the integrity of the chairThe integrity of the chair is already compromised, however, a more durable fabric would help to minimize the chairs structural issuePersonally, I believe his comment to be untrue and an easy out regarding my situationHe offered as a solution a "casing" for the cushion, at my expenseAt my expense is not an answer
Business
Response:
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 notedThe fabric on Ms[redacted] chair is warranted for full yearOur 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 timeBased on the information we received, Ms[redacted]'s fabric is over years old
I have been in contact with [redacted], District Operations Manager for the [redacted] areaMr[redacted] has advised based on the technician's evaluation report and photos it was determined the fabric had usage wear and confirmed no warranty issues were foundOn April, 8th MrMoreria was in contact with Ms[redacted] and offered to order a replacement casing and request a dye lot match at their cost because we value Ms[redacted] as an Ethan Allen customer
Since no warranty issue exists and after carefully considering all of the details regarding this situation, although we understand Ms[redacted] is disappointed no reupholstery will be offeredI am sorry we could not offer the resolution Ms[redacted] requested, and would like to thank you for taking the time to contact us
Respectfully,
Corporate Client Service
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
They have not provided any new informationThe new casing for the cushion that was offered to me in my phone call with Mr[redacted] was to be done at my expenseSuch 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 choosingIf that were the case I would not have filed this claimWhat 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 fabricIf it is not the structure of the chair and represents 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 1xinches on both sides of the cushion, as was shown in the pictures they received from their inspectorI 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 helpfulWe had a few such phone calls, so I was encouraged that my concerns would be addressedIn our second to last conversation she indicated that she or someone from Quality Control would contact me within hours about my chairI never received such a callI 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 weekHowever, I left her another message on MondayI left 2-additional messages that week asking her to return my callIn that period of time I had the conversation with Mr[redacted] in which I rejected his offer for me to pay for a new casingI was still waiting to hear from [redacted] or another representativeMy last phone message to [redacted] (the last of the 2-mentioned above) indicated my displeasure with Mr[redacted]'s offer and that I might consider a claim with the Revdex.comOnly 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 helpfulIt was if we had never had a pleasant exchangeShe claimed that there was no reason to call me back as Mr[redacted] and I had already spokenPoor 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,
Business
Response:
We would like to thank you for allowing us the opportunity to address Ms[redacted] concernsWe have revisited Ms[redacted]' claim with local and regional management and although we understand Ms[redacted]' disappointment it has been determined a quality issue is not present with the fabric or the frame of her chairThe original offer made by Mr[redacted] of a replacement casing at the dealers cost is still valid should Ms[redacted] wish to reconsider
We again apologize that we could not offer the resolution Ms[redacted] requested, and would like to thank you for taking the time to contact us
Respectfully,
Corporate Client
Service
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
It is clear that Ethan Allen wasted the time of their inspector who came to my home and discounted everything he said regarding the quality, or lack thereof, of my chairHis words, the pictures he took of the chair, and the fact that no person sits on a chair leaving the mark of a solid line, defies the argument that this is wear and tearEthan Allen's most recent response indicates that my case was reviewed againThat holds no credence with meIt was reviewed to their benefit, again

Review: My husband and I purchased furniture for our living room from Ethan Allen. Upon it's arrival, while the furniture was being set up, my husband began having some health problems with the furniture. His eyes started bothering him, they were itchy, watered a lot and caused him to blink repeatedly. We were told by our Ethan Allen designer who was at our home at the time, [redacted], to give it time to "air out". After a few days, the problem did not seem to be going away. My husband spoke to Mrs. [redacted] again and they agreed that we should remove the rug from our living room to see if that was what was causing the problem. With the rug in our garage, the problem continued. We continued to report our concerns to Mrs. [redacted] at which time she and another designer visited our home to try to find other solutions to the problem. We tried having my husband sit on the cushions without fabric and the fabric alone and were able to figure out that it was the couch fabric that was causing his problem. They offered to replace only the cushions but not the fabric and suggested that we have the couch cleaned. When the cleaning crew arrived they said cleaning the couch would not make the problem better but may make whatever was bothering my husband worse and would render the couch no longer "new". We then began speaking with [redacted], Regional Operations Manager and he offered us a customer care allowance (15% of our purchase price) and a 40% discount on new fabric for us to then pay more money to an independent upholsterer to have the couch recovered. Although these are concessions, they are not acceptable to us. They involve us spending even more money for a couch we have already paid for when what we really want is for the couch to be removed from our home and our money to be refunded. I have also contacted their corporate customer service by email and they then contacted Mr. [redacted] and repeated the same offer. The health issue persists, and we have lost the normal use of our living room for months.Desired Settlement: We would like the couch removed from our home and our money to be refunded.

Business

Response:

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

The original offer of 15% back to cover the re-upholstery charge and 40% off of the fabric reselection still applies should she wish to reconsider. We believe the offer made locally is fair.

Should Mr & Mrs [redacted] wish to proceed they should contact Mr. [redacted] directly at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is the same unacceptable offer that prompted me to write to the Revdex.com in the first place. Ethan Allen has repeatedly failed to take responsibility for this piece of furniture that is causing my husband health problems. The only acceptable response is to take the furniture back and refund us our money. Anything short of that fails to resolve the situation. The 15% that Ethan Allen is pledging was already offered to us to pay for a portion of reupholstering the couch, the remainder of which is to be paid by us, plus the cost of the fabric. Under this scenario WE have to pay even more money to fix the problem that their toxic couch is causing us. Because their organization is so confusing and hard to work with it is easy for them to let this issue get pushed around and move on. They have shown no interest in ensuring our customer satisfaction. We are extremely frustrated and totally unsatisfied with Ethan Allen's response to this issue. We have never experienced such a complete failure of customer service of any company with which we have business. This is the first time I have ever contacted the Revdex.com, and my husband has never done so before, either. We feel we cannot silently allow a company to sell a product that causes a health problem then refuse, at the bare minimum, to take it back.

Sincerely,

Review: I purchased a sleeper sofa with a mattress which has an attached pocket with a air mattress on 8/17/2010 for $3804.09. I am so distressed that this sofa has not stood up to the guaranteed quality that Ethan Allen promised. I purposely chose Ethan to purchase my sleeper sofa because I believed that the quality of the furniture they sold was the best on the market , even if I had to pay a large amount I was willing to get a good quality sofa. However, Sadly I have learned that there furniture is not top quality and you don't get what you paid for but only concern to this corporation is to take the customers money and have very rude unhelpful representatives of there company in customer service. Initially 8/2012, I sought assistance at another store in [redacted] who were very helpful and replaced the bladder that obviously didn't inflate, but I explained I was concerned that the mattress had torn opening on the bottom of the mattress covering which may have allowed the wires to cause the damage, but that I need someone to assess the problem. A person was sent out to assess the mattress and I showed the Ethan personnel in [redacted] and they all agreed that the sofa mattress and the framing was damaged and this poor quality. I was redirected 9/3/2012 to have ** store customer service assistance me in remedying my concerns and they were extremely rude, yelling at me in front of customers and refused to assistance with replacing the broken air mattress and repair the frame of the sofa. I displayed the warranty I received with my purchase from that store and it states that it will cover air mattress for 3 years and the entire sofa frame for 10 years. I explained that the mattress covering on the bottom of the mattress was torn with opening in cover causing the wires to stick out and the mattress would initially inflate but by the morning while person was sleeping it would deflate. The bladder had no visible damage and the sofa seating totally sags down to the floor like you are sitting on floor.Desired Settlement: the sofa continues to look absolutely terrible sinking to the floor, the bladder to the mattress doesn't stay inflated and it makes me so angry that I spent so much for a sofa that didn't last for long period like you would expect from a top notch furniture store. Obviously, Ethan Allen isn't the top quality furniture store that is advertise to the public. This is a disgrace and I will never purchase another piece of furniture or recommended Ethan Allen to any of my colleagues.

Business

Response:

I appreciate the opportunity to address Ms. [redacted]'s concerns.

I reviewed her concerns with Mr. [redacted], owner of the Ethan Allen Design Center in [redacted]. Mr. Leeds has visited her home on several occasions and it has been determined the issue with her sleeper sofa is use related and not a quality defect. While we understand Ms. [redacted] is disappointed, a replacement will not be offered.

Regards,

Client Services Representative

Review: On 11/13/2013 we ordered over ten thousand dollars worth of furniture. The order was to be delivered in 8 to 10 weeks. It has now been 16 weeks and the local retailer for Ethan Allen will not return any calls. I called the corporate offices for a week before they return my call. I spoke with Manager [redacted], no last name given, who told me that he could not tell me when the furniture would be shipped. [redacted] did tell me that the store owner Mr. [redacted] was not returning his calls and he could not provide me any information about when or if the order would be shipped.When I called the store and spoke with Manager [redacted], she said that [redacted] is absolutely not correct. That they are not waiting for Mr. [redacted].Desired Settlement: Considering all of the problems Ethan Allen is having even finding the furniture, let alone tell me when it will be shipped, I think the company needs to just refund the money and we will find a more reputable company to do business with.

Business

Response:

We appreciate the opportunity to address Mr. [redacted]’s concerns. We are sorry to hear of this unfortunately situation. Ethan Allen Global advised Mr. [redacted], Ethan Allen [redacted] is a privately and independently own design center under the name [redacted] Inc. We also advised Mr. [redacted], Ethan Allen Global ships product to the owner’s discretion and we were waiting to hear back from the local principal Mr. [redacted].

At this time all the product has shipped to [redacted]. The furniture is estimated to be at the local Ethan Allen [redacted] the week of 3/21/14

While we are happy to assist with any warranty claim, the decision to accept the cancelation rest solely with the local principal from whom Mr. [redacted] purchased from.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is very easy and way too common for these business', which are destined for Bankruptcy at this rate, to blame their poor management practices on someone else. The business in Question is clearly marked Ethan Allen, I do not really care if Mr. [redacted] owns the individual property, the business that I purchased my furniture from is Ethan Allen. The furniture is manufactured by Ethan Allen in a manufacturing facility owned directly by Ethan Allen.

This company has obviously begun serious cost reductions in an effort to stay in business, but the reductions are seriously impacting the consumer, ME!

Review: I recently bought a couch and agreed to go with Ethan Allen financing. When they opened my credit account the entered the wrong name, birthday and social security number when opening the account. I went online to make a payment I was not able to enter my payment. Then I called the customer service number and I was transferred to a customer service line in India, they were not authorized to update my account and gave the reason because it was past 2 months of my account being opened and there were more than 2 letters wrong in my name. They would however take my payment over the phone even with all the information being incorrect. It is very concerning they opened a credit card with 3 critical pieces of information wrong and then will not correct it when calling the customer service line.Desired Settlement: I would like my account updated to reflect my first name accurately without having to mail a hard copy of my license to a random PO Box in [redacted] with more personal information on it. Why can the customer service reps just correct what was clearly multiple data entry errors on their part.

Business

Response:

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

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 ordered a dining room table and chairs in the Ethan Allen store through a sales associate named, [redacted]. On the floor, [redacted] promised us the table and chairs before Thanksgiving in order to make the sale. In actuality he was not able to ensure an on time delivery and we are yet to receive the merchandise. We are told it will arrive the week of December 16th 2013, a month later than what was promised to us while in the store. We called [redacted] to express our frustration with the situation and he said the delivery is within the proper time frame, and they would not be compensating us for their dishonesty. I do not feel that it is okay to lie to a customer's face in order to secure a sale, only to hide behind fine print. I believe we are entitled to a partial refund on the COD and every effort to resolve this matter with Ethan Allen directly has been futile.Desired Settlement: We still want the merchandise, and we still owe Ethan Allen a COD. However, we spent $300 renting furniture for Thanksgiving and I believe that because they lied to us they should compensate us for that out of pocket expense.

Business

Response:

Thank you for your patience while I researched Ms. [redacted]'s concerns. I have discussed her request for a partial refund with local management.

After carefully considering all of the details regarding this situation, although we understand her disappointed, a partial refund will not be accepted. My findings show that her Designer [redacted] advised the client there would be a chance the table and china cabinet may come in by Thanksgiving but no guarantee or promise was made. [redacted] first communicated to Mrs. [redacted] back in October to advise that the estimated date for the chairs had been pushed back. He also advised the client that the table was unfortunately not going to arrive by Thanksgiving. The client did not convey any upset of frustration and only commented that she would be renting a table and chairs for this holiday. No additional request was made for compensation.

[redacted] followed up with the client shortly after and advised Mrs. [redacted] that the chairs have come in and would be able to be delivered by Thanksgiving if she was interested. The client was also contacted by the Delivery Scheduling Department and offered the same option. Mrs. [redacted] refused this offer and stated she would prefer to wait for delivery of all items.

[redacted] followed up with the client a third time, and the client conveyed her frustration that her furniture still was not ready and she wanted an accommodation for her inconvenience. [redacted] apologized and advised he would follow up with his management. [redacted] followed up with the client (around Nov 30th) and left a message, explaining that the table had shipped from the factory and would be available within the next two weeks. He also explained that the table's ship date was well within the parameters of the original estimated date as explained to the client as well as notated on the client's sales order, and no accommodation would be offered at this time.

Best regards,

Corporate Client Service

ETHAN ALLEN GLOBAL, Inc

Review: I had ordered two custom [redacted] chairs on August 18, 2014 and placed a 50% deposit of $2100. The [redacted] store closed and I never received my chairs or my money back. Ethan Allen [redacted] assured me that my order would be honored, despite the store closure. It is now the end of May, 2015 and I have not received my chairs or my money back! Everytime I call or e-mail, they tell me that I will get a refund, but this is taking too long!Desired Settlement: I would like some assistance in getting my refund, as obviously the company has shown complete disregard for me as a customer and has been taking an excessively long time to refund my money!

Business

Response:

Thank you for contacting Ethan Allen. We appreciate the opportunity to address Ms. [redacted] concerns. We are happy to forward the information to the previous Principal and ask that she reach out to Ms. [redacted]. We are happy to assist if a warranty issue exists, but as this is not a warranty issue, the previous Principal needs to resolve it. We do not have contact information to provide to the clients.Best regards,[redacted]Corporate Client ServiceEthan Allen Global, Inc[redacted]Danbury, CT 06813-1966203-830-5329 FAX 203-743-8577

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As Ethan Allen Global, I hold you responsiblefor the actions of your managers and

Review: I was overcharged for delivery fees and despite multiple attempts to resolve this beginning in April the company remains unresponsive. All documentation was provided to them and I have been promised resolution multiple times.Desired Settlement: I am owed $250

Business

Response:

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

Review: Dear Ethan Allen,

I am very upset!

I love your furniture. So much so that most of my home already has furniture from your company. I have spoken highly about your company to ALL of my family and friends. And I have regarded your company as always having high quality products.

I am very upset about my last purchase, which was placed more than 1 year ago! I ordered a dining room table stained in a beautiful dark blue. I have other pieces in my home with the same blue stain, and thought it would be nice to start my dining room with a big beautiful blue table.

The table came and I immediately called my sales rep and sent him pictures to his personal email showing how many problems the table came with (Deep chip on the surface, many black “[redacted]-like” stains, the 2 table extenders don’t close or lock, there are many parts that are missing blue staining, etc.). Immediately, he started the process to re-order a new table for me. Many weeks passed and finally the new table was delivered. It didn't even get inside my house. As soon as they unloaded the new table I could see it looked worse than the original. The delivery drivers told me to call my sales rep and they left. I called, and spoke with a manager, I believe. She was horrified that the drivers would just tell me to call my sales rep. So after more weeks of waiting, a technician came out to my home to try to repair the issues. The technician said it would be better to take the table to their workroom repair it and then deliver it back to me. Fine. Weeks passed, and I think after I called they informed me that a new table was being ordered. More weeks passed, delivery of the new table came and it was the worst table yet. The delivery drivers tried to cover a chip on one of the legs, but I saw it. I rejected that table. Months pass, I have no idea what is going on then I start to call and days later get call backs from different people. (By the way, I have been passed along to so many different people, it's ridiculous.) someone told me I was getting a new table ordered. I told that last person to call me when it was ready so I can go and inspect the table at the warehouse so that way you wouldn't have to waste any more money or time delivering a table and then taking it back. Many weeks pass and I get a call for delivery. I told the lady I had asked to go and inspect the table before delivery. She told me someone would call me back that day. The next day someone called me back to inform me that the table topper was not in and would be another week. The following week comes by and they call me to go and inspect the table. I go and it's also badly stained on the top. And on the sides. So I tell them I was going to to my house and check my table for the same issue. I go home my table is perfect on the top, aside from the chip. So I email the nice lady that attended me that day and told her that I'm just going to settle with someone coming out to repair the chip and repainted some of the worse spots. She emails me back the next day with an email that was suppose to have been sent the previous day, based on her wording. She tells me that someone will get back to me (on Tuesday) regarding this. It is now the following Monday. I have had enough. More than a year I have been dealing with this. And I love your company so much I have been giving allowances for the trouble I have been having. But enough is enough.

And I am sooooooo mad because I have been waiting for a LONG TIME TO ORDER my 6 dining room chairs which I spent months deciding which ones I want and finally found the most perfect ones (they are the [redacted] armchairs exactly as shown from your latest July issue). I had seen them some time ago in an email and fell in love with them, exactly as shown right down to the fabric!!! It would go so nicely with my big beautiful blue table! I am so mad at the table ordeal that even though I love those chairs so much, I don't even think I want them because of all that has been going on. And it's just not fair. I have fallen in love with many of your pieces for the last decade, and have acquired then over the years. I finally find the perfect chairs and probably won't even get them because I am so mad. It's just not fair!!!!!!

I have been extremely patient but enough is enough.

It is not fair that I have been treated this way!Desired Settlement: I don't know, I'm very mad at a company that I have spent so long loving! I would like someone to contact me.

Business

Response:

Thank you for allowing us the opportunity to address [redacted] concerns.

I have been in contact with Mayra P., Customer Service and Scheduling Manager for the [redacted]. Ms. P[redacted] has advised they have been working with [redacted] and when he had inspected the table himself at their [redacted] on 7/27, the head case goods technician and Ms. P[redacted] were present. [redacted] requested he would like the table completely in the Marine Blue with no wood showing through the finish. Ms.P[redacted] had explained to [redacted] that this is wood and it will show through the finish. [redacted] has since agreed to keep the table he has in his home. There is a blemish on the table which they have scheduled to pick up his table on 8/12 for a shop repair and they will be also providing him with a loaner table. Best regards, Lillian V.

Corporate Client Services

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have asked - emailed - called -written requested that my name and address be removed from your catalogue mailing list and I am still getting them. I have also filled out the form for removal on your website at least three times with no success. I no longer live near any Ethan Allen store. I do not need or want any furniture as I am an older senior and am down sizing due to my age. I purchased accessories in the [redacted] store a few years ago and did not ask for any catalogues. This is harassment and elder abuse. STOP SENDING CATALOGUES TO THIS ADDRESS INCLUDING "OR CURRENT RESIDENT" DO NOT SHARE MY ADDRESSEDesired Settlement: I want to be removed from the mailing list or I will be forced to contact the [redacted] and the Department of Consumer affairs:

REMOVE; [redacted] OR CURRENT RESIDENT CODE [redacted] (or [redacted])

[redacted]

(INCLUDE: OR CURRENT RESIDENT)

Business

Response:

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

I have removed Michele [redacted] name from our mailing address.

Our Marketing specialist has reviewed our records and has verified Ms. [redacted] information have been removed from our mailing list. 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] to make sure Ms. [redacted] information is not shared again with Ethan Allen Global.

Thank You[redacted]

Ethan Allen Corporate OfficeClient Services

Review: I ordered a sofa from Ethan Allen on 2/28/2015. The sofa was delivered on 5/15/2015. It arrived with square-patterned stitching on the sofa that I did not order. The design consultant informed me after delivery, that the 'sofa is not available without this stitching'. I was never informed of the specific design features on the sofa that could not be removed/altered by either her or the design consultant we dealt with when creating the initial quote.. The design consultant informed me after delivery that the word, 'Stitching w/o buttons' referred to the square-patterned stitching that came on the sofa. I thought I was receiving plain cushions with no buttons. Unfortunately, the word 'stitching' on a sofa order is fairly ambiguous. Furthermore, no diagram of the stitching detail was given at any time. I told Ethan Allen, if they could send me plain cushions with no buttons, initially what I thought I was receiving, we could consider this matter resolved. They have refused.Desired Settlement: Replacement of the cushions with no square-patterned stitching. Ethan Allen to allow me to return the sofa if this is not possible.

Business

Response:

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

We have reached out to [redacted], Regional Operations Manager, to discuss the sofa

Mr. [redacted] advised the client's piece is a custom sofa. On her quote it was labeled, the order she signed and the delivery slip that she signed was also noted that the piece was custom and had square stitching. Mr. [redacted] also advised that he spoke with the credit card company about the dispute. I also, spoke with the client and advised her of the reply from Mr [redacted].

Thank you,

Client Services Representative

Ethan Allen Global, Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: First of all I dis-like extra mail. It would be good to burn in a fireplace however there is an air law and I don't want to pollute. Second I can visit my local library and remove my address label, which I have done in the past 10 years or so. Third I have recently 4Q13 enrolled with [redacted]. I expect all magazines to be zero in my mail box. The label on this particular Ethan Allen magazine has a blood relative's name printed. In 1Q14 I have also enrolled 3/4 of my blood relatives. I have zero exceptions for receiving extra paper mail or junk mail. [redacted] replied to me 4Q13 I believe to enroll in DMA. Earlier, I took a chance with [redacted] to "return extra paper mail." They might have done that but it is not the law for them to do.Desired Settlement: Remove the address and any name associated to this address that gets printed on EA's paper mail or catalogs from this fine furniture company. If I need I can always use the computer in reviewing their fine furniture. Thank you.

Business

Response:

Dear Ms. [redacted],

Review: I purchased a run from Ethan Allen Retail, Inc., [redacted] on Feb. 18, 2011. It was delivered July 26, 2011. After a little over a year, I noticed many frayed pieces of yarn showing all over the rug. I called and spoke with the manager and she came out to see my rug and take pictures. Since my one year warranty was over, they would not replace it. They agreed to send someone out to cut all the existing frayed yarn. After one year, a man has come out two times to cut the frayed pieces for a total of two hours. The work he did barely shows due to the extensive amount of the rug that has frayed. After many calls during the year and not recieving an acceptable outcome, I have decided to file a complaint.Desired Settlement: Since I believe the rug is beyond repair and would certainly not wish to replace it with another one from this business for fear of repeating the same problem, I request a refund so that I may purchase another rug from another business.

Business

Response:

Thank you for your patience while I researched Ms.[redacted]’s concerns. I have discussed her request to return the rug with local management.

After carefully considering all of the details regarding this situation, although we understand her disappointment, a return will not be accepted. My findings show that the client did not receive a defective product and that she herself will need to continue to maintain the rug by trimming the sprouts as she feels necessary. Ethan Allen is in no way at fault for this item and should not be held accountable for her preference in the rug's performance.

Attached you will find a copy of a Corporate Newsflash regarding this particular rug and the natural characteristics of the sprouting for which she is referring to. In this newsflash, it clearly states that this is normal and that allowances will not be considered for this occurrence. Through the client's own admittance, we have already as a courtesy sent our technician to the home to cut these sprouts for her as well as she was informed that she was no longer within warranty and a return would not be granted as requested.

Review: Ethan Allen misrepresents the lead times for customers placing orders via their website. I placed an order on May 11, 2015 (#[redacted]) for furniture. When ordering their website stated 2-4 weeks for delivery. When we reached out to the vendor to check status of the order on June 2, 2015 - they advised the order was not 'in yet'. We came to learn that once the order was in we needed to wait another 4 weeks for the item to be delivered from their warehouse to our home. I called the company to share my displeasure, and was able to have it pushed up for delivery in 2 weeks rather than 4. Therefore, the total time for delivery will be 6 weeks (but would have been 8 without my customer compliant).

I've ordered from this company in the past, and had similar issues. I hoped ordering from the company's website (rather than the store) would yield different results - it didn't sadly. I write this complaint because I would like others to know the frustration I repeatedly received from this company. I believed I was purchasing a premium product/purchasing experience, but instead received an experience which indicates to me that the company does not have proper control of it's supply chain. Furthermore, I asked the company to consider a small (10%) refund for the missed expectation - and they refused. After thousands of dollars in recent purchases from this company, they showed a complete lack of interest in customer satisfaction and service.

Business

Response:

We appreciate the opportunity to address Mr. [redacted] concerns. At Ethan Allen, it is always a goal to ship products soon as we possibly can. While Ethan Allen does have estimated delivery time frames, sometimes these can be delayed. This is why our shipping terms and conditions are present, to advise the customer of what to expect. The shipping on premier home delivery items reflects the week that the Ethan Allen Service Center anticipates receiving your order. The date is approximate and subject to change. Once it has arrived, the local service center contacts the customer for delivery. These are clearly stated and agreed to by the customer when ordering online. While we are sorry that Mr. [redacted] order was delayed, we do make our customer aware of delays by email, as well as in the terms and conditions of sale. We do not feel it appropriate to issue any credits on the order.Best Regards,[redacted]Senior E-commerce Service SpecialistEthan Allen Retail, Inc.

Review: Poor Customer Service - Not go over the most important terms with customerI bought quite a few piece of furniture (bed, bench, sofa, 4 chairs,ottoman)from the store a couple of months ago. During the selling process, I was told by the sale person ([redacted]) that the way Ethan Allen Home Interior Design Center works that she helps me to pick up the style and fabric, Ethan Allen makes the furniture accordingly. She sound it as normal practice, nothing special. There is no word of "customized order" or "final sales" or "no return" what so ever being mentioned during my visits. I got the delivery recently. Most of items are OK except two pieces. I called the store to return and was told my order was "customized order" and absolutely no return at all. I was totally surprised by that. I asked the sales person why she did not tell about it upfront. Her response was very arrogant. She said "I would never imagine someone would return our furniture. Ethan Allen makes great furniture." I spoke with store manager, [redacted], who is extreme rude. He simply said "It is your responsibility to read what you sign. Our policy for customized order is on the back of pink slip." But the problem is that I did not know that my order was a customized order at all. The sales person sound it very standard and did not tell me such an important term to begin with. Now I stuck with unwanted furniture and extremely disappointed at the misleading customer service.

Product_Or_Service: Sofa, Swirl chair & matting ottoman

Desired Settlement: Giving the misleading customer service, I ask to return the pieces I do not want to keep and get the refund accordingly.

Business

Response:

Business Response /* (1000, 5, 2013/08/28) */

Dear Ms. [redacted]

This letter is in response to your recent correspondence to the Revdex.com . We are sorry to hear of this unfortunate situation.

I reviewed your letter and with Mr. [redacted], customer service manager at Ethan Allen [redacted] I have been advised the 3 August 15 sale orders included the terms and conditions were signed by you.

While we are happy to assist with any warranty claim,I regret in view of the above a return cannot be accepted.

Review: I ordered a sectional sofa from Ethan Allen in New Orleans in March of 2012.I also purchased the lifetime warrenty at an extra cost. I paid close to 6000.00 for this sofa. The sofa was delivered by the Ethan Allen in Baton Rouge in June of 2012. In September 2012, I noticed one of the cushions had come unsewn in the seam. I contacted [redacted] at the Ethan Allen store in New Orleans. She was the person I purchased the sofa and lifetime warrenty from. She contacted some other person in Ethan Allen. I had to take a picture of the cushion and email Ethan Allen. I played phone tag with people from the New Orleans and Baton Rouge store for 4 months. Finally in January 2013, I called [redacted] again explained that I had exhausted all efforts and needed help. I was told that a cushion was being made and shipped to me. I contacted [redacted] at Ethan Allen in April 2013. He was going to look into this futher and handle it. I is almost May 2013. Almost a year since I received the sofa, and I still have a cushion that is unsewn. I am extremely disappointed that I purchased a liftime warrenty at an extra cost, and this warrenty does not do anything for me. Ethan Allen has sent me a defective sofa, and sold me a warrenty that they do not make good on. I have asked for almost 9 months to replace this cushion. The only thing Ethan Allen does is give me the run around. No one is responsible to replace a cushion even with extended warrenty!

Product_Or_Service: Bennett Sectional Sofa

Account_Number: Sale/Customer [redacted]

Desired Settlement: Ethan Allen can come pick up their sofa. I do not want a product that I can not have repaired. I would like a refund not only for the sectional sofa, but also the extended warrenty I purchased. I have all the paperwork from the sell of the sofa and warrenty.

Business

Response:

Business Response /* (1000, 5, 2013/04/30) */

At Ethan Allen, our goal is always to ship products as soon as is possible. We truly apologize for the delays in shipping the cushion covers. I have been in touch with Mr. [redacted], local principal of the Baton Rouge location. Mr. [redacted] has been able to identify an opportunity for improvement within their operation so a similar situation does not occur in the future. According to UPS tracking information, the package was left at client's front door on 4/24.

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

Consumer Response /* (2110, 7, 2013/05/02) */

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