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
We have revisited [redacted] *** issues with [redacted] , principal of the [redacted] *** Ethan Allen The return policy outlined on the web clearly states, as quoted by [redacted] ** that returns are may be accepted within hours, and that a restock or handling fee will be applied Return policies vary by location [redacted] states that the contract signed by the client clearly outlines his return policy, which is very similar to that of internet sales and that a restock fee will be applied to any return accepted by that location While we do understand [redacted] *** disappointment, we feel that [redacted] has made his position clear, and the restock fee stands Thank you for allowing us the opportunity to provide clarification
Thank you for allowing us to address Ms. [redacted] 's concerns. I have been advised ***ela B***, 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 [redacted] ###-###-#### FAX ###-###-####
We purchased complete living room furniture, plus indoor sunroom furniture and carpeting We had bought our previous furniture from Ethan Allen years ago and loved every minute we had it Now we are in a new home and needed to buy all new things again The quality is no where near what we had grown to expect The rug is showing wear in front of the seating areas and the furniture is all uncomfortable The cushions are over filled so you always sit high Also the depth of the sofas are too deep so you always have to have an extra cushion behind you and then you end up sitting upright with no neck support The designers should be forced to live with some of their products They all "look"
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 flawMs [redacted] simply needs to contact [redacted] to have her sofa cleanedThis 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 occurIn no way do we feel she has abused her furnitureIt is unfortunate and certainly feel for her frustrationBut she should find comfort knowing she purchased the [redacted] protection plan and they will come out and clean her sofaIf they are unable to clean it, they will make a determination of how to proceedShe needs to contact [redacted] as soon as possible Regards, Ms [redacted] Client Services Representative [redacted]
Complaint: [redacted] I am rejecting this response because: I was told that we were able to reject the item if we no longer wanted it and that is what I didThe table did NOT fit in the space it was supposed to fit in, which is why we decided we no longer wanted the table and asked them to return the table to Ethan AllenThe return and refunds policy outlined on your website is as follows: "Merchandise delivered to or picked up by the customer may be returned for a refund, credit, or exchange for up to hours following delivery or pick up, subject to a return handling charge due and payable by the customer equal to 15% of the purchase price of the merchandise returned or exchanged plus a [redacted] *** Delivery picharge equal to the original [redacted] *** Delivery chargeAll returns, whether for refund, exchange, or credit, require that proof of purchase be presented and that the merchandise be in the same condition as it was at the time originally received by the customer." We did not even use the table so it was in the exact same condition as when it was purchasedIt states we are entitled to a REFUND, not only store creditIt does not state anything about a "restocking fee" which is why I reject this response and am still seeking the full refund of the deposit fee, a total of $ [redacted] **
Complaint: [redacted] I am rejecting this response because: They have not provided any new information The new casing for the cushion that was offered to me in my phone call with Mr [redacted] was to be done at my expense Such a remedy assumes finding fabric that is of the same dye lot to match the existing fabric on the chair (improbable even after one year from date of purchase) If I wanted the chair to be re-done, in any fashion, on my dime, I would absolutely go to a re-upholsterer of my own choosing If that were the case I would not have filed this claim What has not been addressed is: Ethan Allen's own inspector indicated that the discoloration of the fabric, and the shape of this discoloration, was due to a structural issue with the chair itself and same inspector suggested re-upholstering the entire chair in a durable fabric If it is not the structure of the chair and represents 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 inspector I believe such an explanation is anatomically impossible Finally, from a telephone customer service perspective, please note that when I initially spoke to [redacted] at Corporate Headquarters she was delightful and helpful We had a few such phone calls, so I was encouraged that my concerns would be addressed In our second to last conversation she indicated that she or someone from Quality Control would contact me within hours about my chair I never received such a call I contacted her on Thursday prior to Good Friday and as it was the holiday I let it go that I didn't get a return call that week However, I left her another message on Monday I left 2-additional messages that week asking her to return my call In that period of time I had the conversation with Mr [redacted] in which I rejected his offer for me to pay for a new casing I was still waiting to hear from [redacted] or another representative My last phone message to [redacted] (the last of the 2-mentioned above) indicated my displeasure with Mr [redacted] 's offer and that I might consider a claim with the Revdex.com Only then did I get a return phone call from [redacted] [redacted] should have returned my phone calls regardless of my decision with Mr [redacted] When we did finally speak, her attitude was no longer delightful or helpful It was if we had never had a pleasant exchange She claimed that there was no reason to call me back as Mr [redacted] and I had already spoken Poor public relations move on her part I find it incredulous that so many people should have to spend so much time resolving an issue concerning one chair that in my and the inspector's opinion is an issue related the chairs structural flaw Thank you, [redacted]
Thank you for allowing us the opportunity to address Ms [redacted] concerns We have carefully researched this situationIt appears that a Ms [redacted] had requested her name to be removed from our mailing list in October However, this client did not provide complete address informationWithout this information, it is difficult to remove it accurately This name re-appeared on our list in March of with complete information, as listedThis file of names was sent over to [redacted] for removal after we had already processed our May magazine, which is why she may have received our last mailing due to the lead times We have ensured with [redacted] that her information has been removed going forward We would like to thank the client for taking the time to contact us, and we hope that this resolution is within the client’s satisfaction.Warmest regards, [redacted] Ethan Allen Corporate Office Corporate Client ServicesEthan Allen Global Inc[redacted]
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
We have revisited [redacted] *** issues with [redacted] , principal of the [redacted] *** Ethan Allen The return policy outlined on the web clearly states, as quoted by [redacted] ** that returns are may be accepted within hours, and that a restock or handling fee will be applied Return policies vary by location [redacted] states that the contract signed by the client clearly outlines his return policy, which is very similar to that of internet sales and that a restock fee will be applied to any return accepted by that location While we do understand [redacted] *** disappointment, we feel that [redacted] has made his position clear, and the restock fee stands Thank you for allowing us the opportunity to provide clarification
Thank you for allowing us to address Ms. [redacted] 's concerns. I have been advised ***ela B***, 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 [redacted] ###-###-#### FAX ###-###-####
We purchased complete living room furniture, plus indoor sunroom furniture and carpeting We had bought our previous furniture from Ethan Allen years ago and loved every minute we had it Now we are in a new home and needed to buy all new things again The quality is no where near what we had grown to expect The rug is showing wear in front of the seating areas and the furniture is all uncomfortable The cushions are over filled so you always sit high Also the depth of the sofas are too deep so you always have to have an extra cushion behind you and then you end up sitting upright with no neck support The designers should be forced to live with some of their products They all "look"
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 flawMs [redacted] simply needs to contact [redacted] to have her sofa cleanedThis 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 occurIn no way do we feel she has abused her furnitureIt is unfortunate and certainly feel for her frustrationBut she should find comfort knowing she purchased the [redacted] protection plan and they will come out and clean her sofaIf they are unable to clean it, they will make a determination of how to proceedShe needs to contact [redacted] as soon as possible Regards, Ms [redacted] Client Services Representative [redacted]
Complaint: [redacted] I am rejecting this response because: I was told that we were able to reject the item if we no longer wanted it and that is what I didThe table did NOT fit in the space it was supposed to fit in, which is why we decided we no longer wanted the table and asked them to return the table to Ethan AllenThe return and refunds policy outlined on your website is as follows: "Merchandise delivered to or picked up by the customer may be returned for a refund, credit, or exchange for up to hours following delivery or pick up, subject to a return handling charge due and payable by the customer equal to 15% of the purchase price of the merchandise returned or exchanged plus a [redacted] *** Delivery picharge equal to the original [redacted] *** Delivery chargeAll returns, whether for refund, exchange, or credit, require that proof of purchase be presented and that the merchandise be in the same condition as it was at the time originally received by the customer." We did not even use the table so it was in the exact same condition as when it was purchasedIt states we are entitled to a REFUND, not only store creditIt does not state anything about a "restocking fee" which is why I reject this response and am still seeking the full refund of the deposit fee, a total of $ [redacted] **
Complaint: [redacted] I am rejecting this response because: They have not provided any new information The new casing for the cushion that was offered to me in my phone call with Mr [redacted] was to be done at my expense Such a remedy assumes finding fabric that is of the same dye lot to match the existing fabric on the chair (improbable even after one year from date of purchase) If I wanted the chair to be re-done, in any fashion, on my dime, I would absolutely go to a re-upholsterer of my own choosing If that were the case I would not have filed this claim What has not been addressed is: Ethan Allen's own inspector indicated that the discoloration of the fabric, and the shape of this discoloration, was due to a structural issue with the chair itself and same inspector suggested re-upholstering the entire chair in a durable fabric If it is not the structure of the chair and represents 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 inspector I believe such an explanation is anatomically impossible Finally, from a telephone customer service perspective, please note that when I initially spoke to [redacted] at Corporate Headquarters she was delightful and helpful We had a few such phone calls, so I was encouraged that my concerns would be addressed In our second to last conversation she indicated that she or someone from Quality Control would contact me within hours about my chair I never received such a call I contacted her on Thursday prior to Good Friday and as it was the holiday I let it go that I didn't get a return call that week However, I left her another message on Monday I left 2-additional messages that week asking her to return my call In that period of time I had the conversation with Mr [redacted] in which I rejected his offer for me to pay for a new casing I was still waiting to hear from [redacted] or another representative My last phone message to [redacted] (the last of the 2-mentioned above) indicated my displeasure with Mr [redacted] 's offer and that I might consider a claim with the Revdex.com Only then did I get a return phone call from [redacted] [redacted] should have returned my phone calls regardless of my decision with Mr [redacted] When we did finally speak, her attitude was no longer delightful or helpful It was if we had never had a pleasant exchange She claimed that there was no reason to call me back as Mr [redacted] and I had already spoken Poor public relations move on her part I find it incredulous that so many people should have to spend so much time resolving an issue concerning one chair that in my and the inspector's opinion is an issue related the chairs structural flaw Thank you, [redacted]
Thank you for allowing us the opportunity to address Ms [redacted] concerns We have carefully researched this situationIt appears that a Ms [redacted] had requested her name to be removed from our mailing list in October However, this client did not provide complete address informationWithout this information, it is difficult to remove it accurately This name re-appeared on our list in March of with complete information, as listedThis file of names was sent over to [redacted] for removal after we had already processed our May magazine, which is why she may have received our last mailing due to the lead times We have ensured with [redacted] that her information has been removed going forward We would like to thank the client for taking the time to contact us, and we hope that this resolution is within the client’s satisfaction.Warmest regards, [redacted] Ethan Allen Corporate Office Corporate Client ServicesEthan Allen Global Inc[redacted]