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*** ***
I am rejecting this response because: the warehouse applied chemical touch up on the dresser which changed the final sale to not as it is Also, it takes long time to release the smellAs a result, the discoloration appeared on the dresser.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is disappointing Ethan Allen will distort the facts to get out of reasonably resolving a concern from a customer. There are several questionable items stated in their response. First, I made a decision to go with the mattress sold to me based on the salesperson's recommendation. I do not know their product line...they do! The salesperson was told I required a firm mattress and had purchased one in the past. When I recently questioned the type of mattress sold to me, I was told the mattress is a "plush" mattress, which is not the same as a firm mattress It was the salesperson's action related to what was recommended. The salesperson did suggest I look at the motion base as a luxury item sold to some of their customers. The luxury base was not on the mattress recommended to me. That is why I made another trip to look at the motion base before finalizing my decision. Coming in to look at the luxury motion base was the only reason I made a second trip. Not to look at another mattress. I should also point out Ellen, the store manager most recently told me there was no information available on the mattress I purchased in 2013. This conversation took place in February 2017. I pressed her about the information and told her it was my understanding the information was in my file. After being persistent about this, she left the lobby of the store and ran a print out of my transactions, which included the mattress purchase in 2013. I question whether anyone reviewed this information before I raised the issue in February 2017. Another concern in the response from Ethan Allen is the comment that I should contact *** the regional customer service person about the "several fair options" presented to me. I would like to understand what are the fair options described in the store's response. Is it allowing another Ethan Allen inspector to come in to my home once again to rubber stamp their decision? Is it agreeing to the $offered to me as a settlement for a mattress that cost more than $1,000? Those are the only options I am aware of at this time. If I am missing something, please let me know. Is the store confirming the value of the mattress they sold to me is $79? What I am clear on at this point is the store does not stand behind their products and the staff is a bit slippery. Anything they present is questionable because of the inconsistencies in the information they have provided regarding this issue.
Sincerely,
*** ***

Thank you again for allowing us to further review *** *** concerns with his leather recliner*** *** ***, District Operations Manager, has agreed that upon further review the Design Center will exchange *** *** reclinerMs*** will have the service department email Mr*** the details regarding the exchange and how to move forward

Complaint: ***
I am rejecting this response because: I want to clarify this situation - I got a refund for a sofa that was defective when it came into my home. My credit card company granted a refund when I provided written verification that Ethan Allen has told two different versions of how they worked to resolve my issues with the sofa I notified Ethan Allen to pick up their sofa but they waited eight months and then decided to send me a letter threatening to unlawfully report me to a collection agency, credit bureau and take me to court. To read that you allowed me to keep the sofa without making payments implies the opposite of the truth of this situation. Instead of trying to go out of your way to avoid the truth, your company should apologize to me for putting me through this situation and thank me for holding on to your sofa beyond the days that I was legally obligated to hold the sofa. This is why I only communicate with your company through writing -- You've lost a good customer and don't seem to really care -- you have more customers that walk through your doors based on past reputation BUT I, my family, neighbors and friends now know better
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:the discoloration on dresser is caused by wrongful recommendation by the warehouse worker.
*** ***

Complaint:
I am rejecting this response because: your customer service representative Chrissy is not being honest with you and IChrissy, 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 situationI thought the Revdex.com complaint would work outIf necessary, I will move forward to my next option level
Sincerely,
*** ***

*** ***
I am rejecting this response because:
See previous response.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the facts stated are incorrectI returned the sofa due to defective springsI was informed by *** that the sofa was repaired and that's the only reason I allowed for the sofa to be re-deliveredDo you really think I would have allowed the same sofa to be brought in my house if *** 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, *** *** never stated that a service technician was required to inspect my sofaShe 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 *** *** was trying to force a repair as my only option
When *** called me on Aug 18, I was shocked that she was trying to schedule a service technician visitWhen I asked *** why a technician was scheduled, *** stated she was only doing what her boss told her
It is apparent that the *** Customer Service department does not know how to tell the truthObviously no one inspected the sofa except me when it was returned to my homeFortunately, my house guest, who accepted receipt of the sofa while I was out, was there when I inspected the sofaI've attached her statementIf 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 situationYour 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 truthI had read bad reviews (very similar to my situation) about Ethan Allen prior to my purchase but thought the reviews were incorrectBut now I see that the bad reviews were spot on
Sincerely,
*** ***

Thank you for allowing us the opportunity to review *** ***’s concerns with the nail heads on their sofa purchased from the *** ** Ethan AllenWe have reviewed the photos and information provided from local management with our quality department at the corporate office as well as our
upholstery plantUpon further review we have determined that the damage shown on the nail heads was not due to a quality defect with the furniture but rather from the nail heads coming in contact with moisture/water, perhaps from improper cleaningBased upon this determination a refund/exchange will not be offered from the management of the *** Ethan Allen

"margin-bottom:12.0pt;line-height:normaltext-autospace:none">Thank you for allowing me the
opportunity to address Ms*** concerns
I have reviewed Ms*** 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*** chose at the
time of sale
Additionally, MsLee provided photos of the pieces in Ms***
possessionThe fabric that is applied to Ms*** items is comparable
and within standard to the swatch at our corporate office
While we understand that Ms*** 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*** for sharing her feedback

Complaint: 1***
I am rejecting this response because:
First of all, we ordered two couches and a coffee table onlyIt was your employee *** ** ordered rest of pieces*** *** ** said "I will order some decretions for your houseIf you do not like them you can return it to Ethan Allen free of charge" By the way, it was *** ** *aid the money could be refunded domesticallyI guess she promised those because she wanted to make commissionsHowever, she was representing Ethan AllenI hope Ethan Allen could give your employees proper training before let them selling stuffs to customersAlso, *** ***s customer service was not professional and polite, I went to Ethan Allen to shop, I paid for stuffs and customer services, not trouble and mean faces
Sincerely,
*** ***

*** ***
I am rejecting this response because: I am rejecting this response because the customer service department at Ethan Allen is clearly not addressing my concerns. The reason I rejected the proposal from the customer services person is because it does not address my concerns. She did propose having another technician come out; however, I question the results and benefit of having another person come out. It was their inspector who came out previously and determined the mattress was sagging. If the company truly wanted to be objective, it would have been more beneficial to have an independent review of the condition of the mattress instead of another employee who will do whatever management direct them to do. If we both can agree on an independent assessment of the mattress, that would be a good first step. The second proposal offered was $for the cost of delivery of the mattress. $does not address or represent the investment made for the purchase of the mattress. It appears to be no more than a nuisance settlement proposed by the company. What is most disappointing is the fact that my concern that the salesperson sold me the wrong mattress is completely being ignored and dismissed by the company. I do not think having a person come out to conduct another assessment of the mattress resolves that issue. The other concern that is disappointing is the time and effort taken by the company to address this matter in a manner that will retain me as a customer. It appears the only concern the company might have is to stiff me for the amount I paid for a mattress that was recommended by their employee. I do not know if I will prevail, given all of the push back I am getting from a company that is suppose to have a stellar reputation. I recognize I am the "little guy" questioning the policies of a major corporation. It makes me wonder how many other customers have been treated the same way, but decided to just let the issue go? I remain committed in my request to have the mattress replaced with a mattress comparable to what was purchased by me several years ago, which is what I was TOLD I was getting by their salesperson
Sincerely,
*** ***

We would like to thank you for allowing us to further address *** *** concernsI have been in contact with MrM*** ***, Regional Operations Manager for the Florida areaMr*** has advised they have communicated to *** ***s that although they are willing to accept a return on the sofa that MrsDavis has had in her procession for the last months with out making payments, they are not willing to reimburse her the storage feesAfter carefully considering all of the details regarding this situation, although we understand MrsDavis is disappointed, based on the above we are not able to offer the resolution *** *** has requestedBest regards,

We would like to thank you for allowing us to address Ms***’s
concerns
We have reached out to Aubrey S***, the District Design
Supervisor for the *** District.
MsS*** advised that she has been in contact with Ms*** on
several occasions. MsS***
has
advised that the client has been contacted for delivery of the upholstered
benches. With regard to the sofas, MsS*** has advised Ms*** that they are being completed at the plant this
week (week of 9/28) and are estimated to arrive locally the week of 10/for delivery. The client has also been offered and accepted
compensate for the delay’sThe client was also advised that her designer would
like to be present on the day of the delivery
Regards,
Tim L***
Ethan Allen Corporate Office
Client Services

Thank you for allowing us the opportunity to respond to *** *** concerns. We have determined that this is an issue with the local principal Robert C*** and is point of sale rather than a warranty issueFrom corporate we consider this case to be closed and needs to be handled by the local principal directly. After reviewing her concerns with R*** *** local principal for Ethan Allen in *** *** ** ** we have been advised of the following: *** *** ordered the Retreat style on her original invoiceThis style was displayed on the showroom floor at the time of the orderWhen the client returned to the Design Center, that style was sold off the floor and the *** style took its place in the showroom to fill the space temporarilyThe client may have mistaken the *** for the Retreat that she orderedWe apologize for the confusion but have been advised by *** *** that the client did in fact ordered the Retreat style

We would like to thank you for allowing us the opportunity to address MsG***s concernsWe have reached out to *** ***, Customer Service Manager for the Northeast RegionMs*** has advised she reached out to Ms* *** today to personally apologized for the lack of follow
up and she provided updates on her orderMs*** advised that she will be following Ms*** after her delivery on 9/and will be the point of contact for Ms*** going forward and she has also offered MsG*** a $accommodation off her order, which Ms*** was very thankful forBest regards,

Although we are not responsible for this 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 *** to proceedWe do consider this matter closed

Good Afternoon, We appreciate the opportunity to discuss *** *** concerns. I have been in contact with *** *** District Design Manager for the Coastal *** District. Ms***y has advised that *** has offered *** *** three options including an offer of a new
rug, keeping his current rug and *** pays him $530, or *** sends him a brand new rug and he can keep his current rug, paying $to end up with two rugs. Ms***y has also spoke to the client last week and followed up with an emailing offering him $off his rug. *** *** denied this offer. Ms***y also explained to the client that *** is not an extended warranty but in fact a protection plan against any accidents

I spoke to Ms V*** and have sent her pictures of my table tops showing the inferior quality - black cracks, black color around entire parameter, tone is not warm as the one shown on the internetTable is of inferior quality to what is shown
Ms V*** committed to trying to resolve this issue as soon as possible
Thank you

We would like to thank you
for allowing us to address Ms*** concerns
We have reached out to *** ***, Regional
Operations Manager, to discuss the sofa
Mr*** and 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*** 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 ***This point of sale issue and there is nothing
further will be offered to Ms ***, we considered this matter closed
Thank
you,
*** ***
Client
Services Representative
Ethan
Allen Global, Inc