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We appreciate the opportunity to address [redacted] concerns MrJoe E [redacted] , local principal for Ethan Allen Whippany has advised, The table was delivered on 9-6-On 11-8-the client noticed some scuff marks on the table top and baseThe service technician corrected minor touch up On 3-8-client noticed the bottoms of dining chairs delivered same time as table, had some scuff marks Their service technician repaired the marks and addressed the concerns MrE [redacted] advised these issues were all not quality related but actually used related The Whippany Manor team took care of issues as a good customer relations On 5-9-client noticed additional nicks on side chairs, their service technician again went out and took care of concerns On 8-8-client noticed some unfinished area again on table top and base, once again the Whippany Manor service center sent their technician out to repairNow on January 2016, [redacted] noticed spots have appeared on table top, once again they send their service technician outThe service technician's reported that once again this is used damaged [redacted] asked for the top to be refinished, MrE [redacted] advisedAfter reviewing this customer's lengthy service history and reviewing pictures of the table that their service technician sent after his 8-8-visit, it is quite apparent that all the issues are used related and not quality issues Joe E [redacted] advised he called [redacted] and reviewed with him the concerns on the table and advised they are not able to offer a refinish service on the table topBased on the above, we are not able to offer a warranty service.Respectfully,Kate V [redacted]

Thank you for allowing me the opportunity to address Ms [redacted] concerns I have reviewed Ms [redacted] correspondence with the regional management team for the Ann Arbor areaI have been in contact with MsMonica Lee, Customer Service Coordinator for the Detroit District, who has advised that the Design Center manager & the designer went to the home to inspect the itemsAt that time, those concerns were addressed and it was determined that the fabric was correct and the chairs matched the swatch that Ms [redacted] chose at the time of sale Additionally, MsLee provided photos of the pieces in Ms [redacted] possessionThe fabric that is applied to Ms [redacted] items is comparable and within standard to the swatch at our corporate office While we understand that Ms [redacted] is disappointed, this is not a warranty or quality issue and the decision of the Design Center and management team is finalAn allowance for reupholstering or a re-order will not be issued We thank Ms [redacted] for sharing her feedback / [redacted] Style Definitions */

Thank you for allowing us the opportunity to address [redacted] ’s concerns with her furniture [redacted] *he Product & Warranty Service Coordinator in her delivery area, has provided us with the pertinent details of the case [redacted] has advised that [redacted] ’s sofa and loveseat were delivered on 7/5/ At the time of delivery, [redacted] made a notation that there was a discoloration on one of the seat cushions We advised the client that a technician could spot clean/steam if necessary and manipulate the back cushions as the cushions can sometimes become wrinkled from the way they are wrapped for delivery Our records indicate that the client had called the Design Center on the day of service (7/17/17) to let us know that she had an emergency and needed to re-scheduleThe technician was contacted and the client was left a message Unfortunately, the technician did not get the phone call in time and called [redacted] in route to the client’s residence The service date was rescheduled for 7/25/The technician's service report stated that there was no stain on any of the seat casings nor were there any issues that would suggest the need for selecting a new fabric for the sofa and loveseatThe report also stated that the technician suggested new back cushion inserts to help eliminate the fluffing necessary with the loose fill cushions on the client’s sofa and loveseat [redacted] stated that she left a follow up message with the client and sent an email to the Design Center Manager on 7/26/[redacted] advised that she left a message with the client and sent another email to the Design Center Manager on 8/7/since we were aware of a breakdown in communication for a short time during these events [redacted] was called by [redacted] on Friday, 9/22/and was informed that her back inserts for both the sofa and the loveseat were shipped from manufacturingAs soon as they arrive into [redacted] ’s local service center she will be called to set up the swap of her original inserts with the replacements

Thank you for allowing us a second opportunity to review MsFang’s concerns with [redacted] , the principal owner of the [redacted] Design Center [redacted] advised that Ms [redacted] asked for the item to be placed in the garage and that she could call them when she wanted to move it inside her homeThe piece was left in the garage for months before Ms [redacted] *ontacted the Design CenterAs this piece was sold in an condition, [redacted] *ill not be offering any returns or refunds for this item

Thank you for allowing us the opportunity to review [redacted] ***’s concerns with returning her [redacted] sofa and chairUpon further review with the local management team, we have been provided documentation that shows the client signed the Terms and Conditions which state the following for custom items: No cancellations, refunds, returns, or exchanges are permitted hours after the order is placedThe merchandise is labeled as custom on the Sales Order that the client signed off onWe would be unable to grant a return or exchange for the items on this order based upon the information above provided by the local management team

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 sofaOn 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 stitchingMr [redacted] also advised that he spoke with the credit card company about the disputeI also, spoke with the client and advised her of the reply from Mr [redacted] Thank you, [redacted] Client Services Representative Ethan Allen Global, Inc

We would like to thank you for allowing us to address Ms [redacted] concerns We have reached out to [redacted] , the regional operations manager for the Northeast region, to discuss the client’s concerns and experience Ms [redacted] and her son have both spoken with [redacted] , the Managing Director in [redacted] ***, advising her that she did not like the custom finish that she had ordered on her furniture The son also advised that the client had filed a chargeback with the credit card companyUpon further investigation, it appears that the client did file a chargeback and was refunded $by the credit card company before returning her furniture At this time, Ms [redacted] is being offered a refund of the balance, minus the chargeback, equaling $1,upon return of the items she has maintained possession ofMr [redacted] has attempted to reach the client twice, but his calls have not been returned Thank you, [redacted] Corporate Client Services Representative Ethan Allen Global, Inc / [redacted] Style Definitions */

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

Revdex.com: 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, Lori Y***

We have thoroughly reviewed this situation We understand, Lisa [redacted] Tracy [redacted] Renee [redacted] Fanning, Pam [redacted] and Lillian [redacted] reviewed and discussed with Ms [redacted] all her concerns After reviewing the technician’s report, as well as the photos she has provided us, we have determined that no quality issues are present with the tablesThe condition of tables is therefore not covered under the Ethan Allen limited warranty After carefully considering all of the details regarding this situation, although we understand Ms [redacted] is disappointed, a return or repair will not be offered on her tables I regret that we are not able to assist her any further and we must consider this matter closed Respectfully Eddie G [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, there is another issuesEthan Allen has a estimation of delivery at 10/17/It has been over days over the estimation date and we do not hear anything back from themThe furniture order was placed in July 30, 2017, and we did not receive any email or phone call explanation or new estimationReally bad service, compared with the premium they charged Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI wish it had not come to this Unfortunately they will not have my business again Their quality of furniture and such is very good, but they need to work on their costumer relations Sincerely, [redacted] ***

Thank you for allowing us the opportunity to review [redacted] concerns regarding the [redacted] purchased from the [redacted] I have been in direct contact with Mr [redacted] ***, Co-Owner/President of that location, who has advised that all necessary steps were taken to ensure the client received the correct productMr [redacted] states that the designer offered multiple times to schedule a home visit with the client, which [redacted] *efused each timeThese home visits were intended to be for measurements of [redacted] home in comparison to the items she chose [redacted] also advises that: "Per the Terms and Conditions of sale, after hours, special order merchandise is not subject to return However, returns may be accepted with management approval, subject to a 25% restocking feeIn this case, we told the client that the 25% cancellation fee would be assessed only if they wanted a refund But we put our best foot forward to waive the restocking fee if the consumer decided to reselect other merchandise." Based on all the information provided, [redacted] *L Ethan Allen attempted to take all necessary steps in the order process with [redacted]

Thank you for allowing us the opportunity to address Mr [redacted] concerns We have carefully researched this situationIt appears that Mrs [redacted] had requested to be removed from our mailing list in July of We are not sure why she hasn’t come off the list yet Then in April of we had the following name only request; [redacted] and [redacted] but no address was provided Without this information, it is difficult to remove it accurately We have contacted Experian directly who is currently processing the September magazineThey will make sure Mr [redacted] is not part of that mailing or any more going forward Best regards, [redacted] Corporate Client Service ETHAN ALLEN GLOBAL, Inc [redacted] [redacted]

We appreciate the opportunity to address Ms [redacted] concerns We are sorry to hear of this unfortunate situation I have reviewed this matter with local managementMs [redacted] has been offered the option for full mattress and foundation replacement, however the client has declined the offerThis is a custom order and we have extended above and beyond what the warranty offers After carefully considering all of the details regarding this situation, although we understand Ms [redacted] is disappointed, a refund will not be offeredI am sorry we could not offer the resolution Ms [redacted] requested, and would again like to thank you for contacting us with her concerns Should there be further questions, please feel free to contact us Best regards, [redacted] Ethan Allen Corporate Office Client Services

Complaint: [redacted] I am rejecting this response because: The facts contained in the response presented by Ethan Allen San Antonio are incorrect The staff at Ethan Allen repeatedly refers to a sectional that is currently in the store as the style of furniture I have "mistaken" for what I received I did not order a sectional; I ordered a sofa and a loveseat I am unsure why the staff continues to refer to a sectional that has nothing to do with my dispute On the day I ordered my furniture I looked at several styles; I discarded several, including the one that was mistakenly delivered to me, due to it's lack of space underneath the furniture During the process of choosing a style and fabric I had difficulty with a designer I spoke to the manager and worked with a new designer I spoke to [redacted] about the poor service I received from the designer and the store as a whole [redacted] offered me a credit of $to compensate for my difficulties I believe the first designer, Paula, was so incompetent that she wrote down the wrong style of furniture and the new designer, Mary J [redacted] was in such a hurry to leave for the day she didn't take the time to review my order subsequently ordering the wrong style The style of sectional currently displayed in the store is a non-issue as I did not order a sectional but a sofa and loveseat Clearly the staff as this store is confused if they continue to refer to a piece of furniture that has no bearing on the situation I would like EA to reclaim the furniture and refund my money I do not want to work with this company again Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The proposed repair will address one of the issues - the back cushions that are coming off, turning upside down, etcHowever, the bigger issue, that their own tech person put in his report, is the slippery nature of the cushions People sitting on them slide off [redacted] the technician, told me this would not resolve that problem When I brought that up to [redacted] she told me she had spoken to [redacted] about saying that In other words, he was called on the carpet for telling the truthShe also told me that the type of leather I chose is slippery Why would ***, my sales person, not have told me that in the first place Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is obviously poor workmanship, which they try to deny The white stains appeared right after their technician sprayed some kind of covering stain when the table was fixed last time On the same spots that he sprayed it I have white stains now This table was covered at all times by the table cloth and underneath it had a table pad Ethan Allen is providing information to Revdex.com by trying to blame the customer for their poor workmanship I had several independent furniture repair technicians looking at the table and telling me that such stains shouldn't appear on the table even if it was not covered These independent contractors also agreed that Ethan Allen used poor quality stain when finishing my table I request Ethan Allen to address this issue once and for all and fix the table to finally resolve this matter before it further goes to court and the media I will not stop until the table is fixed If Ethan Ellen fails to fix the problem and it goes to court, above contractors agreed to present their credentials as furniture repair professionals and testify on my behalf in small claims court Furthermore, on top of that I will be reporting Ethan Allen, Whippany location to Consumers Affair for falsely advertising their products as being of highest quality and refusing to fix the problem that was caused by the poor workmanship in the first placeThank you in advance Sincerely, [redacted] ***

Thank you for allowing us to address Ms [redacted] 's concerns I have been advised Pamela B***, Vice-President of the [redacted] Region, personally contacted Ms [redacted] and agreed to send a service technician to inspect and make any necessary corrections to Ms [redacted] 's tablesA service visit was completed on November 24th for Ms [redacted] tablesPer the service technician's report, a small repair was made on the chip in the center of sofa tableSurfaces are up to standardsNo defects noted, distressing same as seen on the other groups Since no warranty issue exists and after carefully considering all of the details regarding this situation and per our Terms and Conditions, although we understand Ms [redacted] is disappointed, a refund will not be offeredI am sorry we could not offer the resolution Ms [redacted] requested, and would like to thank you for contacting us Best regards, Lillian V [redacted] Corporate Client Service ETHAN ALLEN GLOBAL, Inc [redacted] ###-###-#### FAX ###-###-####