Ethan Allen Global, Inc.

Review: I purchased two matching sofas from Ethan Allen on 5/1/15,which were delivered on 7/9/15. I refused to take delivery of one sofa because the sofa had defective springs, which you could hear when you sat down on the sofa. I requested the sofa be returned after it was repaired. Chrissy, the Ethan Allen customer service representative informed me that silicon was applied to the springs. I asked Chrissy if the silicon application was a permanent repair and she stated yes it was and then scheduled re-delivery of the sofa on 7/25/15.I was expecting the sofa to be delivered between 9 - 11 am, which was the previous delivery time slot. The company failed to give me a delivery time slot so I planned on being home to inspect the sofa at 9 am. While out walking my dog, the sofa was delivered at 8:35 am. My houseguest informed the delivery team that I would be back shortly. The team pressured her to accept the sofa by telling her they would not return and there would be a charge for returning. My guest signed for the furniture. However, she wrote on the delivery ticket that she did not live in the house and she did not inspect the furniture. When I returned home and inspected the sofa, condition of the springs were worse. The sofa springs now make very loud squeaking and popping sounds when you sit down AND get up from the sofa.I contacted Chrissy again and requested the sofa be replace because it was clearly defective. Chrissy stated that they wanted to try and fix it again. I responded that their attempt to repair only worsened the condition of the sofa.Chrissy then said that the company didn't do anything to the sofa. They just returned a defective sofa back to my home. Based on the current condition of the sofa, it is obvious that someone at Ethan Allen has done something to the sofa. I reached out to the corporate office and spoke with Sarah, who had Myra from the [redacted] store call me. Myra just re-stated what Chrissy stated, that my only option was to repair the sofa.Desired Settlement: I would like Ethan Allen to refund me $4,368 for the cost of the furniture and then arrange to pick up their sofa (no cost to me) from my home.I will also consider allowing them to replace the sofa as long as the current sofa remains in my home until the new sofa is delivered (at which time they can swap out the sofas)

Business

Response:

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

I have reviewed this situation with Mayra P[redacted], Customer Service and Scheduling Manager for the [redacted] District. Ms. P[redacted] advised that, on 7/9, Ms. [redacted] had refused the delivery of her sofa because she reported it squeaked. Ms.[redacted] was advised that it may be repaired, but they needed to inspect the sofa. When the sofa was inspected, the service center confirmed there was absolutely no squeaking, popping or any noise so it was determine no repairs were needed. The sofa was scheduled for re-delivery on 7/25, the sofa again was inspected on 7/22 by 2 technicians and the warehouse manager, and they confirmed there was no audible sound coming out of the sofa and the sofa was delivered. On 7/27, they followed up with Ms. [redacted] and advised her that there was no repair because they could not hear any noise and advised her that they needed to send a professional technician to inspect her sofa in order to confirm and address the squeak. However, Ms. [redacted] refused service and has submitted a charge back and is presently open.

Ms.[redacted] was in contact with Ms. [redacted] on Friday, August 14th and she had expressed that she wanted her sofa picked up for Ethan Allen to order a new sofa. Ms. [redacted] had explained to Ms. [redacted] that in order for them to proceed to the next step they needed to send a service technician to inspect the sofa so that Ms.[redacted] can point out the exact issue to the technician. Ms.[redacted]' response to Ms. [redacted] was that she purchased new and she wants a new sofa. However, Ms. [redacted] advised her that they could not just pick up her sofa without Ethan Allen confirming the core issue with the sofa. After the inspection takes place, they will determine what would need to be done, but at this time, they cannot confirm that they will repair or that they will order a new sofa. Ms. [redacted] agreed and said that she will then wait for the call from us to schedule the inspection. However, on August 18th, Chrissy, CSR, called Ms.[redacted] to let her know the name of the technician that will be contacting her for the inspection and at that time Ms. [redacted] stated she will not schedule the service and she requested the sofa be picked up from her home for a full refund.

After carefully considering all of the details regarding this situation and per our Terms and Conditions, although we understand Ms. [redacted] is disappointed, a refund will not be offered. If Ms. [redacted] wishes to proceed with a service visit, she can reach Ms. [redacted] at [redacted] for further assistance.

Best regards,Lillian V[redacted] Corporate Client ServiceEthan Allen Global, Inc.[redacted]

[redacted] FAX [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the facts stated are incorrect. I returned the sofa due to defective springs. I was informed by [redacted] that the sofa was repaired and that's the only reason I allowed for the sofa to be re-delivered. Do you really think I would have allowed the same sofa to be brought in my house if [redacted] said they didn't do anything to the sofa? If you record your customer services conversations, you should pull the recordings on that date - that may be the only way to get to the truth in this matter.

Also, [redacted] never stated that a service technician was required to inspect my sofa. She only stated that my only option was a repair of the sofa (hence my response to her about replacing the sofa). I NEVER agreed to an inspection with anyone at Ethan Allen because [redacted] was trying to force a repair as my only option.

When [redacted] called me on Aug 18, I was shocked that she was trying to schedule a service technician visit. When I asked [redacted] why a technician was scheduled, [redacted] stated she was only doing what her boss told her.

It is apparent that the [redacted] Customer Service department does not know how to tell the truth. Obviously no one inspected the sofa except me when it was returned to my home. Fortunately, my house guest, who accepted receipt of the sofa while I was out, was there when I inspected the sofa. I've attached her statement. If you need it to be notarized, she will certify her statement to a notary. (Can your people do that?)

I am disappointed at how Ethan Allen is handling this situation. Your employees are not being honest (that's why I keep asking you to pull your recordings on this matter). But instead of getting to the truth, you prefer to align with people who have a problem with the truth. I had read bad reviews (very similar to my situation) about Ethan Allen prior to my purchase but thought the reviews were incorrect. But now I see that the bad reviews were spot on.

Sincerely,

Business

Response:

We appreciate the opportunity to address Ms. [redacted]’s concerns. Ms. Mayra Pichardo, the Customer Service and Scheduling Manager of the [redacted] District has advised that she has offered to schedule a technician to visit Ms. [redacted]’s residence to make the necessary repair. Ms. Pichardo has advised that if we are unable to repair the sofa properly we will work towards the next best step to resolving the problem. Ms. Pichardo can be reached at 954-970-2400 ext 330.Ethan Allen reserves the right, at its sole discretion, to repair or replace merchandise with items of like kind, age, and quality, and Customer acknowledges that such replacement or repair is Customer’s exclusive remedy.Ms. [redacted], please accept my apology on behalf of Ethan Allen for this situation. I am sorry that we could not offer you the resolution you have requested.Please feel free to contact me directly should further difficulties arise, or if I may be of any assistance in the future. Sincerely, David P. Tracy III Ethan Allen Corporate Office Client Services Ethan Allen Global Inc. P.O, Box 1966 Danbury, CT. 06813-1966 203.743.8487 fax [email protected]

Consumer

Response:

Review: 10768948

I am rejecting this response because: your customer service representative Chrissy is not being honest with you and I. Chrissy, stated that the company repaired the sofa by putting silicon on the springs to fix the sofa (noise when getting up from the sofa). Chrissy also stated that the silicon was a permanent fix (if you pull your recordings you will hear that is what was stated by your company rep, Chrissy).

When the sofa was delivered the second time, it was in worse condition (louder noises when sitting down and getting up from the sofa - my witness will certify this fact). When the sofa was delivered the second time it was in worse condition and apparent that someone did something to the sofa.

I informed Chrissy that Ethan Allen made the sofa worse with their repair (silicon on springs) and that I wanted the sofa replaced (my consumer right). Chrissy then stated that the company did not do anything to the sofa and the company reserves the right to try to repair the sofa (how convenient is that statement (lie)?). Again, pull the tapes of these conversations and you will find that I have been lied to by your company and apparently you are not being told the truth either (someone is trying to protect themselves). At this point, I just want my money back for the sofa.

I am not going away until I get this resolved in my favor because I have the truth on my side and I have documentation of the chain of events (which when looked at objectively, makes my request not only reasonable but obligatory from any reputable company). (Think about it objectively, would anyone allow a rejected sofa back in their home without asking how the sofa was repaired?? What would a clerk tell you when they called you to set up the re-delivery that would make you accept delivery)

I know what my options are in this situation. I thought the Revdex.com complaint would work out. If necessary, I will move forward to my next option level.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I didn't spend over $4300 on a sofa just to have it repaired twice by Ethan Allen. The fact that I purchased two sofas and am only complaining of one of them should speak to the fact that there is a problem here. Instead of doing the right thing, Ethan Allen is conveniently supporting the lies its employees have told them regarding this transaction. If you really want to speak to me about this then you can contact me Monday - Friday from 9am - 5pm eastern standard time at ###-###-#### (leave a message if necessary)

Sincerely,

Review: I ordered a couch on 7/7/2014, I was the couch would be in on 9/23/Then it was 10/7/2014-10/13/Then it was 11/17/Then it was 12/7/
I talked to the [redacted]I told him that this was riduculousHe offered to refund my delivery chargeI told him that this wasn't acceptableI told him that the floor
model was what I wantedAnd I would take the floor model at a discounted price next weekHe said noI said I would like my money backHe said that he would take me to court.Desired Settlement: The floor model for offDelivered to my houseBy 11/17/or Sooner
Business
Response:
Thank
you for allowing us the opportunity to address Mr[redacted] concerns
At
Ethan Allen, our goal is always to ship products as soon as is possible
I would like to extent my apology on
behalf of Ethan Allen for the delays in shipping Mr[redacted]'s reclinerI
have shared your feedback with the Vice President at our manufacturing facility
and we were able to identify an opportunity for improvement within their
operation so a similar situation does not occur in the future and were able to
identify an opportunity for improvement within their operation so a similar
situation does not occur in the future
I have also shared Mr[redacted]'s
comments with the local principal Mr[redacted] for Ethan Allen [redacted]Mr[redacted] has advised he is not able to
offer Mr[redacted] the incliner at a 50% discount
After
careful consideration, although we understand Mr[redacted] is unhappy, we are
unable to accommodate his requestRespectfully,[redacted]
Consumer
Response:
Review: [redacted]
Dear Mr[redacted],
Ethan Allen failed is just about every one of your Leadership PrinciplesI ordered the couch on July 7, and did not receive it until the third week in DecemberMr[redacted] never once called me to apologize or offer any type of compensation for the delay of my couchYour customer service wasn't helpful eitherThey even called Mr.[redacted] on my behalfI was told 3-different delivery dates with NO explanation whyMy offer of 50% off yes was aggressiveI was told by Mr[redacted] that I should just get a lawyer after I told him I didn't want the couchI was offered not to be charged the delivery feeThen I told Mr[redacted] that was an insultAnd in the end I didn't even get that discountOn the Ethan Allen website it states 9-weeks for deliveryIt took weeks and all I get from you or Mr[redacted] is SorryAll I have to say is Thank you for showing me what it is to deal with a company that Does Not Live up to it's Leadership Principles or Care for it's customersOr hold anybody accountable
Thank you
Leadership Principles
Good governance is good for profitability – and good for our talented and committed teamAs a group we embrace ten key Leadership Principles, which define our commitment to excellenceLiving by these principles is paramountThey are the compass that guides us to achieve our full potential, both as individuals within the company and as a major player in the industry
Leadership
Provide leadership by example
Change
Understand that change means opportunity and do not be afraid of it
Accessibility
Be accessible and supportive, and recognize the contributions of others
Speed
Maintain a competitive advantage by reacting quickly to new opportunities
Client Focus
Our first responsibility is to our clientsClient service is our highest priority
Hard Work
Establish a standard of hard work and practice it consistently
Excellence + Innovation
Have a passion for excellence and innovation
Priorities
Establish priorities by clearly differentiating between the big issues and the small ones
Confidence
Have the confidence to empower others to do their best
Justice
Always make decisions fairlyJustice builds confidence and trust, which in turn encourages motivation and teamwork
Sincerely,[redacted]
Sincerely,
Business
Response:
Thank
you for allowing us the opportunity to address Mr[redacted] concerns
We are sorry to hear Mr[redacted] continues to be unhappy regarding this matter
I would like to extend my apology on
behalf of Ethan Allen for the delays in shipping Mr[redacted]'s incliner
I have shared Mr[redacted]'s comments
again with the local principal Mr[redacted] for Ethan Allen [redacted] for opportunity
for improvement so similar situations do not occur in the future
We'll keep working to improve and give our
clients the very best service possible

Review: When I placed my order with the salesperson, I was very clear that I did not want to have or pay for delivery of my items. we live close to the store and they would easily fit in our car. My salesperson agreed to this, and deleted it from the order. I then made the required downpayment. The next week I received a revised order form with the delivery charge added back. I called the store and was told this was the only option I had. I think it is reprehensible to add a charge when the salesperson and I had agreed that it would not apply to my purchase. This was done without any further discussion with me. This whole business is simply "wrong."Desired Settlement: Take the delivery charge back off my order and allow me to pick up the items from the store without charge as agreed.

Business

Response:

To begin with, we would like to thank [redacted] for allowing us to address her concerns.

Review: I purchased a throw blanket on line from Ethan Allen. When the blanket arrived, I noticed that it was covered with brownish/orange stains. I immediately contacted Etan Allen and requested either a refund or exchange for the defective throw. I was told that I could return it to a local Ethan Allen or pay to have it shipped back for a refund. I explained that the local Ethan Allen store was over 30 minutes from my house. Additionally, I did not feel that I should have to pay to ship defective merchandise back to Ethan Allen. I then requested a pre paid shipping label and was told that Ethan Allen does not provide pre paid shipping labels. I was told in writing that my shipping charges would be credited to my account. I went to [redacted] and paid on line to have the throw shipped back in a medium sized flat rate box. The throw was received by Ethan Allen on July 25, 2013. I have not received a credit for the shipping charges. I was told that I needed to provide a receipt for the shipping charges. I explained that the shipping cost was located on the box and I also explained that you could clearly see that I used a flat rate box from the [redacted]. I forwarded my shipping confirmation page from [redacted] to Ethan Allen and it clearly stated that I paid $11.30 to ship the package. I have contacted Ethan Allen 3 times to request that the shipping charges be credited to my account. As of August 14, 2013, the charges have not been credited to my account.

Desired Settlement: $11.30 needs to be credited to my account.

Business

Response:

Business Response /* (1000, 5, 2013/08/15) */

Thank you for allowing us the opportunity to respond to Ms. [redacted] concerns. Ms. ** sent an email on 8/14 and was responded to the same day letting her know her postage credit had been processed and could take up to 7 business days to show on her account. We had previously asked Ms. ** to provide us with a copy of the receipt verifying the amount of postage paid, however, she was not able to send a copy of the receipt. Ms. ** was kind enough to provide us with the postal tracking number and once we received this information and we worked to verify the correct amount with the postal service to insure the credit issued to Ms. ** was for her full shipping charge. We were able to verify the amount and processed the credit. Ms. ** has been made aware of this in the email sent to her on 8/14, but we are happy to answer any additional questions she might have. Again we appreciate the opportunity to work with you and Ms. ** to insure she has the correct information regarding this issue. Please let us know if we can be of further assistance.

Best Regards,

Supervisor

Virtual Store and Dropship

Ethan Allen Global, Inc.

Ethan Allen Drive

Danbury, CT 06813

Review: I ordered a custom color leather sectional couch on 9/20/14 from Ethan Allen in [redacted]. The couch was delivered on January 12, 2015 and did not at all match the color sample provided at the store. After contacting the local store, the company indicated that they would send a photographer to document the color of the couch and the photograph would be sent to the factory, who would then determine if the couch was within an "acceptable variation" of color from the original sample. Given variations in color possible via digital photos, I do not find this to be a suitable mode of determining color. The factory concluded that the color was within their tolerance of range. I was never told that there would be color variations, and would not have placed an order understanding the couch could be an entirely different color than the sample. I do not find this color to be a reasonable substitute, so I contacted the credit card company to withhold further payment until this issue is satisfactorily resolved. I also contacted the Ethan Allen District Service Manager in [redacted], who said he would forward this information to the Regional Operations Manager. I then learned this Regional Operations Manager had already contacted my credit card company to indicate this had been resolved without contacting me. Attempts to contact people at the local store where the couch was ordered have allegedly been referred outside the state to management and to the factory, neither of which are willing to come on-site and compare the colors. Contacts at the local store indicate they are not able to make determinations regarding further action and I have not been able to speak directly to anyone indicating they have decision-making authority. Most significantly, no one making the determinations has seen the sample color and the couch together, which I find to be highly problematic as the couch can plainly be seen not to match the color sample from which I ordered.

Product_Or_Service: Leather 3-Piece Sectional Couch

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to return the couch and receive a full refund.

Business

Response:

We would like to thank you

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

We have reached out to [redacted], District

Operations Manager, to discuss the details of the client’s inquiry.

After thorough review

with our technicians, service coordinators and regional management, it was

determined that the slight variation in color is within acceptable variance and

within standards, which allow for up to a 10% variance.

Per Ms. [redacted]

request, she was given [redacted]’s email address to discuss her concerns. The client has not reached out.

[redacted] has also

responded to both disputes Ms. [redacted] has filed with [redacted]

Thank

you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I didn't respond to EA as all past responses were met with the same response that the color was within their accepted level of variance. I was NEVER told that I could expect a variance at all and this level is not acceptable to ME. I was never allowed even the courtesy to be asked what I thought about the color difference. In fact, the color they sent me is much more gold than the one I ordered. Had I known there would be such a big difference, I would have not ordered this expensive couch. I have ordered leather furniture before and never had this problem. Other companies have matched their colors years later. After your e-mail yesterday, I did send one to [redacted] addressing my concerns. Thank you for your help in getting them to respond.

Sincerely,

Review: I purchased an office desk on-line with the expectation to place it as a free standing desk in the middle of the room. The picture and description of the desk on the EA website gave me an impression that the table would work well. However, when the desk was delivered to my house, it turned out that the back of the desk was not finished and that it was intended to go against the wall. I have notified the delivery gentlemen that the product was not what I thought I purchased and asked them to take it back. I was told that they had other deliveries on that day and that I had 30 days to return or exchange the product. I contacted Ethan Allen 5 days later requesting to exchange the desk to the one with the finished back. After 10 days of waiting, I was contacted and informed that because I did not contact Ethan Allen within 3 days from delivery, I would need to pay 15% restocking fee and a delivery fee for another desk. I do not feel that I should pay anything because the company failed to properly describe the item on their website, and I was also assured by the delivery people that I have 30 days to exchange the murchandise.Desired Settlement: I would like the desk to be exchanged for the desk that has a finished back. I do not wish to pay any penalty fees or delivery fees.

Business

Response:

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

Review: Ordered 6 dining room chairs on 2/23/13; Chairs delivered in defective condition on 5/25/13 (screws and nuts loose on all chairs & missing on five chairs) I attempted to fix but screws were stripped; Reported to store on 5/25/13; After several attempts to schedule service appointment, repair service left voice message of appointment on 7/17/13 between 1-3. I waited for repair and called service at 3:00 pm on 7/17/13 when service did not show. I called & was told service technician could not make appointment & they rescheduled for 7/19/13; Technician removed and replaced screws & bolts from 3 of the defective chairs in order to fix the other 3 chairs. He was to order replacement seats for the other 3 which he could not repair. I have left many messages for my sales rep asking her for assistance on this matter since customer service is not returning any of my calls. Sales rep left me a message that she will send service another email and has no idea what is going on. As of 10/23/13 service did not return any of my calls.Desired Settlement: I would like the replacement seats for the defective chairs by the end of October or a full refund plus compensation for all six chairs.

Business

Response:

Dear Ms. [redacted],

Review: Furniture that was ordered in November, promised end of Dec, and 1st week of January still isn't here. I was told 2 weeks ago by [redacted], manager at the [redacted] store, that both sofas were being put on the truck back east, and the "absolute latest delivery date" is Feb 9. My husband called today to check on delivery. Sofas aren't in **, and my leather couch is on the production line... REALLY!!! 2 weeks ago I was (lied to) told it was being put on a truck!!! [redacted] told my husband delivery would be in late March. I called [redacted] and told her I want my deposit back ($2000 of $6000). She will not return it. Will not let me cancel my order. I would never have ordered furniture from them if I knew delivery would be 4 1/2 months, at best. I'm sure the employees at Ethan Allen new this, as who would wait that long for furniture? Are they told to LIE to customers? I told [redacted] that I now want furniture from their showroom delivered to my house, until my order comes in... "She'll call me back..." That was HOURS AGO, and she hasn't called back.Desired Settlement: I want a refund of my deposit, and my order with them cancelled

Business

Response:

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

We have reached out to [redacted], Customer Service Manager, to discuss the arrangements for her leather and fabric sofas.

On February 9th, [redacted] was working with the delivery team to schedule delivery of a loaner leather sofa and delivery of her fabric sofa. The loaner was offered at no charge and [redacted] was asked only to pay the balance for the new item delivered. [redacted] opted to back out of the agreement, saying they did not wish to pay for the new sofa and choosing instead to wait for both items to arrive and be delivered together.

[redacted] has been given an accommodation of $629.00 for the delay. She was offered the opportunity to cancel, but has chosen instead to wait for delivery.

Thank you,

Client Services Representative

Ethan Allen Global, Inc.%

Consumer

Response:

Review: [redacted]I am rejecting this response because: