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Good Afternoon,As our previous response stated in regards to this issue, our quality team at corporate has deemed [redacted] s mattress within quality standardsWe understand that [redacted] ***r’s concerns were that her designer sold her the wrong mattressThis was reviewed with [redacted] , Regional Customer Service Manager[redacted] has advised that [redacted] designer made considerable effort in selecting a mattress [redacted] ***r’s designer first explained that the Serenity mattress that she had purchased in was discontinued, and was no longer available [redacted] ***r outlined what type of mattress she was looking for, and on 2/10/her designer created quotes for the Signature plush mattress and for a motion base [redacted] ***r did not place an order that day However, a few days later, [redacted] ***r returned to the Design Center and was assisted by Ellen, the DCM Ellen provided her with copies of the quotes that the designer had created, and demonstrated the motion base, letting her know about the benefits associated with the motion base [redacted] advised that [redacted] ***r ultimately chose the [redacted] Plush Queen Set [redacted] has offered several options to [redacted] ***r regarding her current mattress, which we deem as fairIf [redacted] ***r wishes to discuss these options further, she may contact [redacted] at [redacted] Best regards, [redacted] Client Services Representative Client Services ETHAN ALLEN GLOBAL, INCEthan Allen Drive | [redacted] ***

Here is what we have communicated with the client: [redacted] As we have advised you, upon our examination of your lamp and power cord, it is clear that there was no defect in eitherHowever, the cord evidenced damage caused by the owner in that the insulation was compromised and repaired improperlyAlthough we are not responsible for that type of damage, purely as a courtesy, we intended to repair the damaged power cord without cost to you by rewiring the entire lamp with original quality wiring, replacing the shade (which was damaged in transit to us), and deliver it back to you in "as new" condition We are sorry that you did not accept this solution and remain willing to resolve this situation as outlined herePlease reach out to us at [redacted] to proceed

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] DistrictMsP [redacted] advised that, on 7/9, Ms [redacted] had refused the delivery of her sofa because she reported it squeakedMs[redacted] was advised that it may be repaired, but they needed to inspect the sofaWhen the sofa was inspected, the service center confirmed there was absolutely no squeaking, popping or any noise so it was determine no repairs were neededThe sofa was scheduled for re-delivery on 7/25, the sofa again was inspected on 7/by technicians and the warehouse manager, and they confirmed there was no audible sound coming out of the sofa and the sofa was deliveredOn 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 squeakHowever, 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 sofaMs [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 technicianMs.***' response to Ms [redacted] was that she purchased new and she wants a new sofaHowever, Ms [redacted] advised her that they could not just pick up her sofa without Ethan Allen confirming the core issue with the sofaAfter 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 sofaMs [redacted] agreed and said that she will then wait for the call from us to schedule the inspectionHowever, 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 offeredIf 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] FAX [redacted]

Thank you for allowing us the opportunity to address [redacted] We have reviewed this situation with local management and have been advised [redacted] first disputed on 8/13/and lost on 9/15/She stated that the sofa is squeaky, we attempted to contact her in order to send out the technician to inspect the sofa, but [redacted] specifically requested the inspection to be conducted on a Saturday onlyWe were able to accommodate her request however she declined the inspection and requested her sofa to be picked up and refundedIn October 2015, she then again disputed since the dispute reason code was 53-Not as described or defective and according to the bank this is considered unresolved so the bank refunded [redacted] on 10/16/$4,At this point MsDavis has the sofa and we sent her a certified letter in attempt to recollect

Complaint: [redacted] I am rejecting this response because: I didn't spend over $on a sofa just to have it repaired twice by Ethan AllenThe fact that I purchased two sofas and am only complaining of one of them should speak to the fact that there is a problem hereInstead of doing the right thing, Ethan Allen is conveniently supporting the lies its employees have told them regarding this transactionIf 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, [redacted] ***

Good Afternoon, We have reviewed [redacted] s situation with Lisa Connell, Regional Customer Service Manager for the Ethan Allen Belleville, as well as with our quality team [redacted] advised that she spoke with [redacted] on 2/21/to address her concerns with the mattress [redacted] *et us know she personally apologized to [redacted] for any mistreatment she felt she had receivedShe also advised that [redacted] ***r had suggested that the technician’s report did not properly reflect the mattress in her home In an attempt to rectify the situation, [redacted] offered to send a different technician to conduct a second inspection as well as an offer to refund their delivery fee due to the inconvenience they have experienced [redacted] advised that [redacted] has declined both offersBased on the above we have determined that no quality issues are present with the mattress The condition of the item is therefore not covered under the Ethan Allen limited warrantyBest regards, [redacted] Client Services Representative Client ServicesETHAN ALLEN GLOBAL, INC.Ethan Allen Drive | PO Box 1966Danbury, CT

Complaint: [redacted] I am rejecting this response because: The sofa is well taking care of and in like-new conditionNo stains of any kindNo cleaning solutions is used of any kindA dry town is the only think used to left off dustRust in nails appears on all of themThe nails are made of cheap materialThat simpleI have other chairs with nailheads taking care of in the same way and not a single spec of rust on themThe other chairs were bough from [redacted] *** Sincerely, [redacted]

Thank you for giving us the opportunity to address [redacted] concernsWe had previously been in contact with her regarding her table, which was discontinued after her placing the orderWe were able to do a special order for her, to ensure she got the table that she had originally ordered, which we were thrilled to be able to do! We have spoken with regional management regarding the service issues with her pieces once delivered, and what the corrective process will beThe client spoke with local management and advised that she would need to speak with her husband as to a decision on if they wished to proceed with the repairI spoke with [redacted] today and she advised that she will need to wait until next week to continue working towards a resolution with us because she is preparing for severe weather in the areaWe look forward to speaking with [redacted] once the storm has passed

Complaint: [redacted] I am rejecting this response because: Ms ***y wasn't involved in the conversationI don't know how she could make that assumption [redacted] clearly didn't fully understand the protection plan due to them both not knowing snags were not coveredIf they didn't know that, what makes you think they conveyed 100% accurate information regarding the length of the protection plan? To make sure I wasn't hearing things, I asked my wife what she took from the protection plan conversation from ***She was under the same impression that the protection plan lasted the duration of the yearsAgain, I don't think [redacted] did this intentionally However it is very clear there is little understanding of the services Ethan Allen offered by your sales staff I don't think this mistake should fall in the customer Sincerely, [redacted]

Good Afternoon, We would like to thank you for allowing us to further address [redacted] additional concernsI have reached out to [redacted] ***y, District Design Manager for the Coastal [redacted] District Ms***y has advised that she spoke with [redacted] regarding his designer never conveying the message that the rug would continue to have the protection plan after a replacement This information is all included in the [redacted] Brochure that was given to [redacted] during the sale

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 hoistCrystal P***, District Operations Manager, has advised that the following information was provided to Ms [redacted] :The way the delivery/hoist fee worked is this:$for the hoist of the bar (we do not normally hoist items that are not ours)$delivery fee for all items (standard fee)$fee for the hoist of the sofa.For a total of $329.On 4/7/15, EA refunded Ms [redacted] ’s EA card $for over payment.On 9/8/15, EA refunded Ms [redacted] ’s EA card $for over payment.Ms [redacted] paid $as a totalMsP [redacted] advised there was a difference of $90, which was refunded to Ms [redacted] on 11/17/2015.MsP [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 $Best regards,Sarah

Thank you for allowing us the opportunity to address [redacted] 's concerns.I have reviewed this matter with Herbert W***, New Jersey District Operations ManagerI understand MrW [redacted] has reached out to [redacted] regarding her concerns and to explain that per Ethan Allen's warranty they have the right to make repairs before they can move forward and replaceMrW [redacted] would like to arrange a pick up for repairs and if they are unable to bring the buffet to Ethan Allen's standards, then they will take the necessary steps to replaceMrW [redacted] can be reached at ###-###-####, if [redacted] would like to follow up with him to arrange the service evaluation.After carefully considering all of the details regarding this situation and based on the above , although we understand [redacted] is disappointed a reorder will not be offeredI am sorry we could not offer the resolution requested, and would like to thank you for taking the time to contact usRespectfully,

We have thoroughly reviewed the photos provided by Ethan Allen Whippanny After review the photos and the information with our quality it has been determined no quality issues were found on the table The spot's [redacted] are stating appear to be use related After careful consideration, although we understand [redacted] is unhappy, we are unable to provide a warranty/no-charge repair for the table and we are considering this matter closed Best regards, Kate V [redacted]

We have already responded to this complaint Our response remains the same The client’s mattress cannot be returned, refunded or exchanged as no quality issues are present with the mattress We now consider this matter closed

Complaint: [redacted] I am rejecting this response because: Due to the many reasons I have stated in prior responses that have not been addresses I am rejecting the replacement offer.I am asking for a refund of this mattress and box spring Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Ethan Allen has not come out yet to do a re measurement I told the regional manager that even though she insists the first technician performed the measurement incorrectly , the measurements are still off , and I am waiting for this to be confirmed when they come back out to remeasure Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I will be taking further actionIt is apparent my concerns have not been addressed! And to say this mattress set was a special order and therefore a refund is not permitted is ludicrous! I'm extremely disappointed in your customer serviceAll I wanted was a refund, this should have been handled in a more courteous and professional mannerAfter reading many complaints on the internet regarding Ethan Allen I've come to realize customer care and quality service is not what this corporation stands for Sincerely, [redacted]

We would like to thank you for allowing us to address Ms [redacted] concerns.We have taken the time to thoroughly review Ms [redacted] claimsAs previously mentioned, Ms [redacted] ordered a custom sofa, one that only comes in a square stitchingThis information is clearly depicted on her quote, the signed order, and the delivery ticket for this pieceAs it is outlined in our terms and conditions, which the client agreed to before purchase, we do not return custom piecesTerms of sale are determined at a local level.After careful consideration, although we understand Ms [redacted] is unhappy, we are unable to provide her with a refund on her custom sofa order.Warmest regards, [redacted] Ethan Allen Corporate OfficeCorporate Client Services

Thank you for allowing us the opportunity to review your concerns with the management team above the [redacted] I have been in direct contact with Ms [redacted] District Design Manager, and Mr [redacted] District Operations Manager regarding [redacted] concerns [redacted] advised that she has reached out to [redacted] with the solution of installing sew clips that attach to the sofa decking to correct the back cushions issueThis method has been successfully completed with other leather sofas with similar characteristics and addresses any sliding issues once in place [redacted] goes on to say that the upon further review there does not appear to be any quality concerns with the leather that need repairingWe are confident the service method we have planned will address the client's concerns with satisfactory results

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 listOur catalogues are shipped on a monthly basis and it may take up to months for the catalogues to stopWe 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