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Complaint[redacted]
I am rejecting this response because: Although my initial complaint to the delivery person, was regarding what looked like a spot on the sofa, my main issue quickly became the wrinkling of the fabric and the poor quality of the cushions themselves.  I assumed that I would be able to discuss this with the technician and not have to contact the customer service department separately about this issue.  At the time of the technician's visit, I brought up my dissatisfaction withthe fabric, and more specifically, the wrinkling on the cushions, the poor condition of the the inner cores, and the sloppy appearance of the sofa.  The technician told me I could fluff the cushions.  In my experience as a furniture sales person and with my own sofas, I've never seen the necessity of fluffing cushions on a daily basis.  This sofa is not meeting the quality expectations of Ethan Allen.  I own many pieces of Ethan Allen Furniture, and they are all much higher quality than this new sofa/love seat.  In fact, I own the "exact" same sofa, in a different fabric, which is 2 years old.  This older sofa looks like new.  The fabric on this sofa is thicker and much higher quality, causing no need for "fluffing".  It has a normal appearance.Additionally, I was never contacted about this technician's report or recommendations, leaving me with the decision to contact my salesperson directly, to attempt to solve this issue.  After attempting to contact the customer service department about the poor fabric/cushion problem, I was told that they couldn't sent out a technician again.  At this point the problem had become worse.  I contacted the salesperson more than once, and also called the store manager, who never followed up with me the following day, as promised.  Out of desperation, I visited the store with my cushions and spoke with the store manager.  It was at this time, that I was informed that the new cushion cores would be ordered.  After my visit, the customer service representative contacted me to confirm this order.  I'm not satisfied with this resolution, because it may only solve one of the problems with my sofa and love seat.  The fabric is part of the problem, due to it's very thin characteristic.  My seat cushions are now, at less than 3 months old, beginning to show wrinkling.  If this was a characteristic of this particular fabric, then I should have been informed of this.  I would have never chosen this fabric, had I known it would perform in this unsatisfactory way.  I would like to re-select the sofa and love seat with a thicker fabric, such as the one on my other Ethan Allen "Retreat" sofa.
Sincerely,
[redacted]

Complaint: 1[redacted]
I am rejecting this response because:We were never told or informed of this policy of no exchanges, returns or cancellations on a mattress that takes 6-8 weeks to deliver. Had we been told that the mattress was not an item that could be returned, exchanged or canceled we would NEVER have ordered the items. Had we been told that it would take 6-8 weeks to receive our mattress and boxspring, we NEVER would have ordered it. Had we been told that the initial mattress could be credited to our account, we never would have elected another mattress from Ethan Allen. No one ever went over or even informed us of the policies related to Ethan Allen mattresses. A piece of furniture that is custom ordered is completely understandable as final sale but a mattress that takes 6-8 weeks to be delivered? Our new mattress from another store in Norwalk was delivered in 2 days, is comfortable and has a 120 day return/exchange/refund policy. We won't need to utilize this policy with our new mattress because the mattress is actually comfortable. Perhaps Ethan Allen should stop selling mattresses if they can not stand behind the product. I completely understand that the mattress is not made by Ethan Allen and perhaps that is where the problem lies. No pun intended. If this is how Ethan Allen treats loyal customers it will just be a matter of time before all of the Ethan Allen Design Centers close down.
Sincerely,
[redacted]i

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[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 either. However, the cord evidenced damage caused by the owner in that the insulation was compromised and repaired...

improperly. Although 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 here. Please reach out to us at [redacted] to proceed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

-----Original Message----- From: [redacted]] Sent: Monday, July 25, 2016 11:24 AM To: [redacted] Subject: Complaint [redacted] Please be advised that I entered the incorrect dates as to when I contacted Ethan allen's service department regarding my...

complaint. I took delivery of the bed on 2-24-16 and starting contacting Ethan Allen after this date with service problems.   Lori Y[redacted]
*

Thank you for allowing us the opportunity to re-evaluate [redacted] concerns.
I have been in contact with Mayra P., Customer Service and Scheduling Manager for the [redacted] District. Ms. P[redacted] has advised she was personally in contact with [redacted] and has agreed to accept a return. [redacted] table is scheduled to be picked on 8/26 and a full refund will be processed.

Best regards,
Lillian V.
Corporate Client Service
ETHAN ALLEN GLOBAL, Inc
[redacted]
[redacted]
###-###-#### FAX ###-###-####

We have thoroughly reviewed [redacted] concerns with our leather experts as well as with [redacted] District Design Manager for Ethan Allen King of Prussia.  Please note, all leathers can be slippery, this is a natural characteristic of the leather and not necessarily a defect.  After reviewing all the information provided by the local service center, we have determined that no quality issues are present with the client's sofa.  The condition of the item is therefore not covered under the Ethan Allen limited warranty.

Thank you for allowing us a second opportunity to review Ms. Fang’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 home. The piece was left in the garage for 6 months before Ms. [redacted]ontacted the Design Center. As this piece was sold in an as-is condition, [redacted]ill not be offering any returns or refunds for this item.

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 tables. The 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]

We would like to thank you for allowing us the opportunity to address [redacted] concerns. We have reached out to Ms. [redacted]r,  who has let me know me that there have been several attempts to resolve [redacted] sofa concern. Ms....

[redacted]r included, had spoken with [redacted] recently, in which she agreed to service (which [redacted] later cancelled) to repair the leg, along with sending her designer out with samples to go over the fabric she had chosen, in an attempt to see if there was a wrong fabric applied. [redacted] advises that they were never made aware of a rip/tear in the sofa, this doesn’t show up in any of the photos she was presented. Regarding the sofa being too big for the space Ms. [redacted] has advised that she was presented a photo showing the sofa in the room and doesn’t believe this is too big. We would gladly send a service technician out to repair and also have a designer out to go over her fabric/spacing selections.  RegardsTim [redacted] Client Service Representative Level II Corporate Client Services ETHAN ALLEN GLOBAL, INC and its Subsidiaries [redacted]
[redacted]
[redacted] Phone 20[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all I never had the wiring repaired or attempted to for that matter , I never touched the insulation either.I brought the lamp home to find out the wiring was torn off and severed I been calling Ethan Allen store however the male manager told me to call customer service so therefor I did .I started out by calling leaving voicemails and no one would call me back untill I left a urgent voicemail about my son getting electrocuted.This lamp caused me a lot of damage and I’m not interested in having it back in my home after the electrical fire , I have every right to ask for a refund especially when the lamp is no longer in my possession. 
Sincerely,
[redacted]

We would like to thank you for allowing us to address [redacted] additional concern. I can advise that a full refund will be provided once the rug has been returned.Sincerely,Tim TIM L[redacted] CLIENT SERVICE REPRESENTATIVE LEVEL II Corporate Client Services Ethan Allen Global, Inc and its subsidiaries [redacted] Danbury,CT06813-1966 ###-###-#### [redacted] WEBSITE|BLOG

Complaint: [redacted]
I am rejecting this response because:Perhaps [redacted] and Ethan Allen do not understand that NO ONE told us about the return/exchange policy, wait time being 6-8 weeks, inability to cancel a matress order after it is placed or the fact that their mattresses are horrible. I want someone above [redacted] to respond to these issues. Honestly, her response is worse than that of a third grade student. None of my issues have been explained or addressed. Did she even take a moment of time to read what I have typed? Case closed? Seriously?
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: While the facts of the response are correct as they are picking up the rug on 12/17/2017, the response fails to address my request for a full refund. 
Sincerely,
[redacted]

We would like to thank you for allowing us the opportunity to address [redacted]oncerns. We have been in contact with Crystal [redacted], District Operations Manager for [redacted] Ms. [redacted] has advised that the Design Center Manager and the Designer have both reached out to Ms. [redacted] to personally...

apologize for her disappointing experience. Ms. [redacted] also let me know that the scheduler was in contact with Ms. [redacted] and scheduled delivery for Tuesday, September 20 9/20.  Best regards,

Ethan Allen is not acting in the interest of the customer, but in the interest of itself. The technician sent out is an employee of Ethan Allen and I explicitly stated my concerns to him about the quality of the tables. First they are supposed to be brown not have black all along the edges. There should be no deep gouges or cracks in the table tops. The technician did not leave me a copy of the report so I have serious doubts that my complaints about quality of product were considered at all. The technician works for Ethan Allen so there is a definite conflict of interest on their part to ensure that they do not have to accept returns. All the people named in their response did not see the tables first hand so it is difficult that they could make a judgment about the table. The pictures I provided to them clearly show the black stain along all the edges of the table tops. I would like the tables returned to Ethan Allen and a full refund issued. By the way, the technician told both my husband and I that Ethan Allen has had significant quality issues with the line of table in question. He said they are manufactured in China and the quality control in their facility is grossly lacking. [redacted]

Complaint: [redacted]
I am rejecting this response because:Please understand I was not offered on several occasions to have this mattress set replaced. Actually I was avoided and patronized for several weeks with the excuse that corporate has to make the decision of whether to replace this mattress or refund my money. On July 11,2015 My salesperson [redacted] and I unzipped the mattress cover to find black spots which led to my concerns of mold and wondering if this mattress had been refurbished. [redacted] did take pictures and text them to Linda the operations manager who did not respond. Upon purchasing this mattress I was led to believe that the box spring would be a normal size and definitely not a low profile, which is exactly what was delivered. At no time did anyone explain or advise me about a return or refund policy on this mattress. Due to health concerns of these black spots being potentially mold I do not want a replacement for fear this would likely happen again. In dealing with mattress and sanitation concerns this situation should have been taken care of promptly rather than drag on for weeks. I'm kindly asking for a refund for this mattress set. I've spent a substantial amount with Ethan Allen and am looking forward to receiving my custom made furniture.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
As Ethan Allen Global, I hold you responsiblefor the actions of your managers and franchise owners.  Especially,since I have been informed by your [redacted]division, that the mix upwith my chairs occurred in the custom production phase which iscentralized for all stores in the U.S.  If the customorder had not been bungled in the U.S.,I could have received my chairs with the rest ofmy furniture on December 30th, 2014, almost two months before the [redacted] store closed.  Therefore, the problem originatedwith Ethan Allen Golbal and not my localstore.Also, I have received in writing assurancesfrom Ethan Allen [redacted] that I would receive initially the chairs, and then a refund.  I was also told that others receivedeither refunds or their orders by [redacted] and [redacted]at Ethan Allen [redacted].I am outraged that as a long term clientI would be treated in this way.  And will notbe so easily dismissed.
Sincerely,
[redacted]