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Thank you for allowing us the opportunity to review [redacted] concerns regarding a mattress purchase with the [redacted] CT Design Center. We have reviewed with [redacted], District Design Manager, who advised, the original mattress was exchanged as an accommodation to reported...

lumps in the mattress by [redacted] and his wife. After visiting the Design Center, [redacted] and his wife tried out various mattresses and made a selection based upon this visit. Upon receipt of the exchange it was noted that the mattress was not lumpy but rather the client felt it was uncomfortable. Based upon information gathered from the management team, the new mattress does not show any type of defects and we will be unable to offer a refund or exchange of this mattress.

Thank you for allowing us the opportunity to address [redacted] concerns. I have been in contact with [redacted], Regional Operations Manager for the [redacted] & [redacted] regions. [redacted] ordered custom furniture and she was given the incorrect time frame for her delivery. Times frames for...

custom furniture are subject to change in the production process. We compensated the client for all of her delivery fees as an accommodation. [redacted] was contacted with the name and the location of where the order was being delivered to per his request. The order was given a priority status for inspection so that the client would be scheduled and delivered quickly. When the inspection was taking place, it was discovered that the client’s chairs were damaged in transit. We made an additional exception for the client that permitted a full cancellation and credit for the entire order which included goods that were not damaged. The credit was processed immediately. [redacted] was informed that the credit was completed on our end. Best regards,[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 8/13/15 and lost on 9/15/15. 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 only. We were able to accommodate her request however she declined the inspection and requested her sofa to be picked up and refunded. In 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 10/16/15 $4,368.36. At this point Ms. Davis has the sofa and we sent her a certified letter in attempt to recollect.

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. Please advise me in what form will the payment be made, when will I receive the refund, and when can I schedule the furniture to be picked up?  I request that the refund be given to me immediately upon the pick up of the furniture.  Also, I do not expect to pay any charges for the pick up of the furniture.Please make all arrangements for pick-up and delivery of refund with my daughter, [redacted].  She can be reached at [redacted].  Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Ms [redacted]y wasn't involved in the conversation. I 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 covered. If 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 [redacted]. She was under the same impression that the protection plan lasted the duration of the 5 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]

Complaint: [redacted]
I am rejecting this response because: As you can tell from [redacted] response there was no apology for the way we were treated from start to finish. Waiving a $199 shipping fee hardly compensated us for being without a table and chairs for 4 months. The employees at Ethan Allen that we dealt with used every stall tactic in the book and acted put out that they had to deal with us at all. I emailed 2 people at the corporate office after we finally cancelled the order and requested to speak to the CEO so I could share our horrendous experience with his company. No one replied. The bottom line is we ordered products in good faith and Ethan Allen Furniture failed to deliver. The final straw came when they called to tell us the furniture was damaged. It probably would have taken months to repair and we paid too much money for anything less than pristine condition. Now after 4 months, we have to begin the process of purchasing new furniture. In my 52 years I have never dealt with a more unprofessional business. Buyers beware. 
Sincerely,
[redacted]

Thank you for allowing us the opportunity to address [redacted] concerns regarding his leather recliner.  The local service center has provided photos of the client's recliner.  The photos have been thoroughly reviewed with our Upholstery Quality Team.  After further review, we have...

determined that the leather on the recliner exhibits damage due to use.  The damage shows only on the headrest and the arms of the recliner only.  This is typically an indication of color loss due to body oils and chemicals on hair products.  Ethan Allen warranty brochure (located on our Ethan Allen website) states: color changes may occur with body oils and is not covered under the warranty.  Based on the information and photos provided we are unable to offer warranty service on [redacted] recliner.

Thank you for allowing me to address Ms. [redacted] concerns further.As stated in my previous response, Ms. Kimberlee N[redacted], Customer Service Manager for the region, has set up an appointment with Ms. [redacted] for Thursday, 1/14/16. For record purposes, the date today is Friday, 1/8/16 - Ms. [redacted] appointment is scheduled for next week, which means we have not had an adequate opportunity to visit the home per the previously agreed upon scheduled date. We look forward to this visit in order to better address her concerns. Please feel free to contact me directly if I may be of further assistance to you.