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Ethan Allen Global, Inc.

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Phone: (203) 743-8000 Fax: (203) 743-8577 PO Box 1776  Ethan Allen Drive, Danbury, CT 06816 http://www.ethanallen.com


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Description

Ethan Allen Global, Inc. is a design firm providing home furnishings.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Ethan Allen Global, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 80 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

80 complaints closed with BBB in last 3 years | 26 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 13
Billing/Collection Issues 3
Delivery Issues 10
Guarantee/Warranty Issues 3
Problems with Product/Service 51
Total Closed Complaints 80

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Ethan Allen Global, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: February 23, 1993 Business started: 01/01/1932 Business started locally: 01/01/1932 Business incorporated 07/01/2005 in DE
Type of Entity

Corporation

Business Management
Mr. Farooq Kathwari, President/CEO
Contact Information
Principal: Mr. Farooq Kathwari, President/CEO
Business Category

Furniture - Retail Housewares - Retail Interior Decorators & Designers Furniture Manufacturers


Additional Locations

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    PO Box 1776
    Ethan Allen Drive

    Danbury, CT 06816 (203) 743-8000

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    6612 Baltimore National Pike

    Catonsville, MD 21228

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    5500 Buckeystown Pike Ste 469

    Frederick, MD 21703

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    Annapolis, MD 21401

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    Auburn, MA 01501

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    Cincinnati, OH 45246

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    West Chester, OH 45246

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    Florence, KY 41042

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    Jacksonville, FL 32246

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    Jacksonville, FL 32256

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    1005 Ernest W Barrett Pkwy NW

    Kennesaw, GA 30144

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    Peachtree Cty, GA 30269

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    Smyrna, GA 30080

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    Peachtree Cor, GA 30071

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    Raleigh, NC 27609

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    Cary, NC 27518

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    Pinellas Park, FL 33782

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    Port Richey, FL 34668

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    Tampa, FL 33614

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    Fort Myers, FL 33908

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    Davenport, IA 52807

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    Ormond Beach, FL 32174

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    Mill Valley, CA 94941

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    Emeryville, CA 94608

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    5763 Stevenson Blvd

    Newark, CA 94560

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/29/2016 Advertising/Sales Issues
8/16/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In January 2016 I purchased the ***** bed. Shortly after delivery, I noticed the finish was flaking off of the caned area on the headboard. I contacted service and they sent a tech out. The tech found and notated many additional areas on the headboard which were flaking. He said he would report his findings to the store. After waiting weeks for a committee to review, it was determined that a new headboard would be ordered as a part order. After waiting several more weeks, I noticed that the finish was flaking off the footboard. I contacted service again and was required to send pictures. Again...the committee had to review the situation. I should add that the replacement headboard was still not in. Service eventually contacted me and said they would allow a reselect or would replace the entire bed. At this point, it is June and I am in the process of moving! I requested the bed be picked up and a refund. After many phone calls back and forth to the store I agreed to allow the store to reorder the bed with the understanding that if the bed flaked again, I would expect a prompt refund. The replacement bed came and upon inspection, I lightly touched the caning and the finish flaked right off. I refused the replacement bed and asked the drivers to take the original bed. They said they were not authorized to take it. I called customer service in Danbury and was told someone would call me. A district manager called me and told me I could only have a store credit. I have repeatedly told them that I do not want a store credit. I am moving into a rental and will be storing my furniture indefinitely! I was sold a defective product and do not feel I should have to reselect $2400 worth of product that I do not want and can not use at this point in my life. Since Ethan Allen could not deliver the product ,defect free, in a timely manner, I should be given a refund. I am still waiting for a call back.

Desired Settlement: I would like the bed picked up and a full refund issued immediately.

Consumer Response:

 

-----Original Message-----

From: **** ***** ****************************]

Sent: Monday, July 25, 2016 11:24 AM

To: *********************

Subject: Complaint ********

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**** *

Business Response:

Thank you for allowing us the opportunity to address Ms. Y****** concerns.

I have been in contact with Steven G*** the District Operations Manager for the ************* ** district.  It was noted that Ms. Y**** was offered a return for her bed with the option to reselect or exchange it for another item.  Since the bed was delivered out of standard two times, it was determined that a refund would be processed. Mr. G*** had spoken with the client and explained to her she would be receiving a refund for the bed and a call from the delivery team to schedule a pickup.  He has notified Debbie in Chadds ***** ** to issue a refund to Ms. Y**** and notify the local delivery team to pick up the bed.  

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

Lori Y****

7/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In October 2015, I initiated a dispute with my credit card company for a defective sofa Ethan Allen delivered to my home. I provided my credit card company documentation that Ethan Allen lied to me about repairing the sofa (see attached documents where the store reported to its corporate headquarters that they did not repair the sofa and then reported to the credit card company that they repaired the sofa). My credit card company investigated my complaint and on October 9, 2015 determined I was entitled to a refund/chargeback for the defective sofa. On October 20, 2015, I called Ethan Allen and requested the sofa be picked up because I won my dispute. Chrissy stated she needed to speak with her supervisor and someone would return my call. No one from Ethan Allen called me regarding the sofa. The sofa was placed in storage. On June 17th, 2016, I received a certified letter from Ethan Allen requesting payment for the sofa or the company may notify a credit reporting agency, place the debt with a collection agency and/or take legal action to collect the debt. The letter also states Ethan Allen made previous efforts to solicit my cooperation, which is untrue (I've asked for proof that the company tried to contact me - they have my telephone number, email and mailing address - I will be happy to pull my cell phone and email administrator records to show I never received a call or email from this company. Nor have I received a letter from them). Ethan Allen is not entitled to payment for the sofa. They are only entitled to their property. Ethan Allen was aware in October 2015 that their sofa was in my possession in October. Since they were aware that I had the sofa and failed to make any attempts to retrieve the sofa, I am entitled to the storage fees. I will give Ethan Allen an additional 40 days to retrieve their property. If the sofa isn't picked up by August 20, 2016, I will consider the sofa unwanted and abandoned by Ethan Allen, at which time I will dispose of it. The *** prohibits companies from harassing or making illegal threats against consumers. Additionally, *** prohibits companies from saying that legal action will be taken against a consumer, if doing so would be illegal (as in this case since there is no legal debt). These actions are considered unfair business practices and reportable to the ***** ******** ********* ********** ******. I consider your threat to report this to a credit bureau as harassment because I do not owe your company anything. I

Desired Settlement: Stop threatening to report me to a credit reporting agency, collection agency and/or take legal action when clearly their is no legal debt. Pick up your property by August 20, 2016 or it will be considered unwanted from you and disposed of.

Business Response:

Thank you for allowing us the opportunity to address *** ******* *********

We have reviewed this situation with local management and have been advised *** ***** 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 *** ***** 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 *** ***** 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.

Business Response:

We would like to thank you for allowing us to further address **** ***** concerns.

I have been in contact with Mr. M****** *******, Regional Operations Manager for the Florida area. Mr. ******* has advised they have communicated to **** ****s that although they are willing to accept a return on the sofa that Mrs. Davis has had in her procession for the last 8 months with out making payments, they are not willing to reimburse her the storage fees.

After carefully considering all of the details regarding this situation, although we understand Mrs. Davis is disappointed, based on the above we are not able to offer the resolution **** ***** has requested.

Best regards,

Consumer Response:

 
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 30 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,

******* *****

6/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon delivery of my buffet, I noticed several things wrong with it: doors not aligned, center door knobs not aligned, left door not flush, chip on top of center rail and the bottom began to show wear as it was not ever finished properly. I also noticed that some of the doors were squared off and others were rounded. I signed off on these complaints at the delivery and pictures were taken by the delivery men. I was notified by a serviceman who came out and also took pictures and informed me that he could fix most, but not all items. I said I wanted it replaced at that point (It cost $2700). Another service person called and said it could be fixed. I asked if it could be replaced perfectly and he said most things. I said that was not acceptable. I spoke with my sales woman who came out and took more pictures. Emails went back and forth. It has gone to her manager and then her manager and nothing is being done. We are up to, "we would like to pick it up and repair it and if it cannot be repaired to Ethan Allen satisfaction, then we will replace it." That is not ok with me. It needs to be repaired to my satisfaction, not theirs!

Desired Settlement: I would like a brand new buffet ordered immediately.

Business Response:

Thank you for allowing us the opportunity to address *** ******'s concerns.

I have reviewed this matter with Herbert W****, New Jersey District Operations Manager. I understand Mr. W**** has reached out to *** ****** 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 replace. Mr. W**** 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 replace. Mr. W**** can be reached at ###-###-####, if *** ****** 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 *** ****** is disappointed a reorder will not be offered. I am sorry we could not offer the resolution requested, and would like to thank you for taking the time to contact us.

Respectfully,

Consumer Response:
Complaint: ********

I am rejecting this response because:It is a bit more complex than accepting or rejecting. I have spoken to Herb at Ethan Allen and I am allowing them to make the repairs. I have never said that they would not do this. My concern is that two of their repairmen  told me that they could not repair one of the issues originally, and now all of a sudden they can. I also have an issue with the repairs made to "Ethan Allen's satisfaction". I want them made to my satisfaction. I have made an appointment for them to pick up the buffet to make the corrections, but not until I receive a letter stating that they are made to my satisfaction. If I receive that, then I will drop the case.

Sincerely,

***** ******

6/16/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 01/16/2016 I attempted to order a sofa and loveseat from ***** ***** ** *** ******** *** The first designer who assisted me, Paula, was rude and was not knowledgable about Ethan Allen's products. When questioned about the different styles, comfort levels, sizes, prices, and options of the available products. When I asked questions regarding specifics, Paula would rudely reply, "Never mind." I looked at several styles of sofas which Paula hand wrote on a sheet of plain white paper. We sat in the design center attempting to choose fabric and a style of sofa. I chose a style of sofa and loveseat and began to attempt to choose an upholstery in my price range. Paula gave me incorrect quotes, could not find appropriate prices, several times left to take personal calls on her cell phone, and was unable to answer any questions regarding my purchase. I ultimately asked to speak with a manager who assigned a different designer to assist me. The store was in the process of closing, so the designer informed me that I should quickly choose a fabric for the chosen sofa and loveseat, which I did. I placed a deposit of $1,157.00 and was told my furniture would be delivered in approximately 8 weeks. I left the store but was called by the manager approximately 10 minutes later. In her haste to close the store, the designer, Mary J** had kept the credit I used for the down payment. I turned around and retrieved my card. Several days later I call the corporate office to discuss the poor service I received. I was told the store is privately owned and I should direct my concerns toward him. I spoke to the owner regarding the poor service I received and the rudeness of his staff. He assured me my dealings with the store would be handled with the utmost professionalism in the future. The furniture was delivered to my home on 4/1/16 and I immediately noticed that it was not the style I had chosen on 1/16/16. I called the store and spoke to Mary J* who informed me that I had received the furniture that was on the order sheet named "Retreat." I told her that I was not familiar with the names of the styles, but I know what I ordered, and what I received was not what I ordered. She promised to return my call, but I did not receive a call from Mary J* or the store. Two weeks later, after having waited for a call, I went to the store and asked for Mary J** I again told her that I did not receive the furniture I ordered. I pointed out an example of what I had chosen, and suggested that perhaps there had been some confusion during the switching of designers and her rush to close the store. The example that I showed Mary J that day was in the form of a sectional, which Mary J* was quick to point out was not in the store the day I ordered my furniture. I looked around the store and found the sofa I ordered and asked if it had been in the store the day I placed my order. She admitted that it was. She informed me she would schedule a service call to verify the style of furniture I received, but again, I did not receive any communication from her. I called the store and spoke to the manager, Pamela. She claimed there was no possibility that I could have ordered the style (******** because it was a brand new style and was not available when I placed my order. I know this to be untrue because Mary J* already agreed that ******* had been in the store when I placed my order. Pamela said she would speak to the owner and get back to me. She ultimately left me a voicemail and insisted I received the furniture I ordered and that I would have to keep it. I KNOW it is not the furniture I ordered because it sits flush with the floor which does not match the rest of my living room. I ordered furniture that sits off the floor approximately 3 inches. I spoke to the corporate office who confirmed that the ******* style was in fact not new, and was indeed in the store the day I placed my order. Pamela was deceitful when she claimed that style was unavailable when I placed my order. The customer service representative, Courtney, offered to connect me with the owner to explain the situation and work out the confusion. The owner would not speak to me and refused to consider that the wrong style was ordered by the store and I had not received what I had ordered and paid for. The owner refused to work with me or even attempt to talk to me. I have paid over $3000.00 for furniture that I neither ordered nor want. I would like Ethan Allen to take the furniture back and refund my money.

Desired Settlement: I would like to return the furniture and receive a full refund.

Business Response: After reviewing her concerns with ****** ******** local principal for Ethan Allen in *** ******** *** we have been advised of the following: Ms. O'Hare  ordered the Retreat style on her original invoice. This style was displayed on the showroom floor at the time of the order. When the client returned to the Design Center, that style was sold off the floor and the ****** ***** took its place in the showroom to fill the space temporarily. The client may have mistaken the ****** for the Retreat that she ordered. We apologize for the confusion but have been advised by ****** ******** that the client did in fact ordered the ******* *****.

Consumer Response:  
Complaint: ********

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 ****** ******** about the poor service I received from the designer and the store as a whole.  ** ******** offered me a credit of $200.00 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** 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,

******** ******

Business Response:

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 issue. From 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 invoice. This style was displayed on the showroom floor at the time of the order. When 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 temporarily. The client may have mistaken the ****** for the Retreat that she ordered. We apologize for the confusion but have been advised by ****** ******** that the client did in fact ordered the Retreat style.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I did not order the Retreat style; the designer confusion, discussed with Robert C*******, resulted in the designer ordering the wrong style of furniture.  Customers are not familiar with the names of furniture styles.  I chose a style of furniture by pointing to it, sitting on it with the first designer, Paula, then attempted to choose a fabric.  At this point a different designer took over the sale.  The staff continues to justify their position by citing a sectional that was sold off of the floor, even though I was told furniture is never sold off of the floor.  I never discussed sectionals with either designer.  I do not know what sectional they are referring to, why they consider it a factor, and why they continue to use it as a justification.  No sectional was EVER DISCUSSED!  The staff's continued referral to a sectional as a justification for my "confusion" demonstrates that they have no idea what occurred during this sale and they clearly made a mistake.  In no uncertain terms did I receive the style of furniture I ordered.  I received furniture that has no space underneath; I chose furniture that matches the existing chairs in my living room that have wooden legs.  Ethan Allen should take responsibility for this entire debacle; the sale was a disaster from beginning to end. 

Sincerely,

******** ******

6/15/2016 Billing/Collection Issues | Complaint Details Unavailable
6/12/2016 Problems with Product/Service
5/31/2016 Delivery Issues
5/2/2016 Problems with Product/Service
4/12/2016 Problems with Product/Service
4/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased $2000 dining table from Ethan Allen. The table was covered at all times by the table protective pad, and covered by table cloth. On top of that I protected it always has table pads on top of the table cloth. This table is very expensive and I purchased layers of protection for it. Recently, I was cleaning the table and was shocked to learn it had white spots all over the top of the table. I contacted Ethan Allen Service Center and they sent their technician. Ethan Allen furniture repair technician took the pictures of these white stains. After that, on February the 5thI received a letter from Ethan Allen stating, "They feel that the spots I'm referring to are from customer use and, therefore, are not covered under their warranty. This is obvious decision by Ethan allen to save money and to deceive me. The top of the table was covered at all times and nothing hot or cold was placed directly on the table. The stain that was applied to this table in the manufacturing process was of really poor quality and poor workrmanship. I want Etan Allen to refinihs the table to resolve this issue and stop telling me that it was customer's fault. I have report from two independent furniture technicians stating that the stain on this table is defective and white spots on the table were caused by poor quality/application of the stain. I'm willing to speak to the media about fraudulent practices by Ethan Allen by hiding the problem with their quality and instead blaming the customer.

Desired Settlement: I would like Ethan Allen to resolve this issue by refinishing the top of my table due to poor workmanship and poor quality stain they used to apply to such an expensive table.

Business Response: We appreciate the opportunity to address *** ******* concerns.  Mr. Joe E*******, local principal for Ethan Allen Whippany has advised,  The table was delivered on 9-6-2014. On 11-8-2014 the client noticed some scuff marks on the table top and base. The service technician corrected minor touch up.  On 3-8-2015 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.  Mr. E********* 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 5-9-2015 client noticed additional nicks on side chairs, their service technician again went out and took care of concerns.  On 8-8-2015 client noticed some unfinished area again on table top and base, once again the Whippany Manor service center sent their technician out to repair. Now on  January 30 2016, *** ***** noticed spots have appeared on table top, once again they send their service technician out. The service technician's reported that once again this is used damaged. *** ***** asked for the top to be refinished, Mr. E******* advised. After reviewing this customer's lengthy service history and reviewing pictures of the table that their service technician sent after his 8-8-2015 visit, it is quite apparent that all the issues are used related and not quality issues.  Joe E******* advised he called *** ***** and reviewed with him the concerns on the table and advised they are not able to offer a refinish service on the table top. 


Based on the above, we are not able to offer a warranty service.

Respectfully,
Kate V******

Consumer Response:  
Complaint: ********

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 false information to BBB 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 place. Thank you in advance.

Sincerely,

***** *****

Business Response:

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 *** ***** are stating appear to be use related. 

After careful consideration, although we understand *** ***** 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******

Consumer Response:  
Complaint: ********

I am rejecting this response because: They considered it closed.  How is it possible to review pictures without sending somebody to look and examine the table.  I will be taking Ethan Allen Whippany location to court and making complaint with the Consumer Affairs.  If the judge and Consumer Affairs would tell me the same then this matter will be closed.  In addition, I will be contacting Morris County newspaper to publish article about business practices Etan Allen Whippany location is utilizing and then this matter will be closed.   Just want to make sure no other customer will get this kind of treatment and think twice before buying from this location.  

Sincerely,

***** *****

3/10/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a couch, two chairs and an ottoman from Ethan Allen. A designer met me immediately when I entered the store. I told him I wanted a cream-colored couch and two red-striped chairs with a matching ottoman. He said he had just what I wanted and showed me a piece of "red-striped" material. The other stripe is white (or cream-colored). It seemed perfect. The problem is that although the red stripe has red thread in it, it also includes the white thread. Red and white make pink. I now have pink-striped chairs in my living room! When the furniture was delivered in early December, I remarked, "Oh my gosh, the chairs (and ottoman) look pink. The designer (who showed up for the $6,383.38 delivery) ignored me. I just didn't know what to do right away. But I called a day or so later and explained that I have pink-striped chairs and they are not acceptable. The manager and another person described to me as another designer (who was the store manager, but I did not know that at the time) came to my house. It was "written all over their faces" that my chairs and ottoman were pink-striped. But they denied it. The designer actually insulted me by telling me that "it was all in my head that the furniture is pink-striped". They brought with them different materials for pillows to put in the chairs and a garish burgundy material to hang as drapes for my living room windows.These materials were supposed to make the furniture look more red. Of course, I would have to pay for this stuff. The drapes alone I was told by the designer would cost around $1, 200.00! When I said the furniture was still pink-striped, the designer changed his attitude and told me that I could have them re-upholstered at my cost which was the same amount I had already paid. So I'd be paying double for two chairs and an ottoman! I have had all my friends, my family and even the guy who came to install a new toilet tell me that my furniture is pink-striped - definitely not red! I went to an old, reputable upholster in Ann Arbor who "educated" me. She was appalled for obvious reasons and explained that the designer did, for one thing, not do his job. He did not insist that I bring large samples of the materials home and view them in my living room. When I told her that I didn't ask for this, she erupted "That's not your job! A designer who bragged about design degrees and owning his own business for 20 years would never make this mistake! "They saw you coming!" He blames his lack of due diligence on me. He has this cavalier attitude that I picked it - it's my problem - too bad. The designer actually admitted to my face that he will never again sell this material as "red-striped". But he'll never admit this now. Even his manager said "he did nothing wrong". They're friends. I've contacted Corporate Ethan Allen and, initially, got what I thought was a good response. She seemed abhorred by it all and told me she'd be contacting her regional manager and a VP. She certainly gave me the idea that something would be done, that they want a satisfied customer. Then came the Holidays and time has dragged on and after many calls, some answered and some unanswered, I have come to believe that they are stalling and "giving me the run-around". You know, people are busy after the Holidays, things take time, etc.I want these items re-upholstered preferably by the Ann Arbor firm I contacted or even another upholster because Ethan Allen has no other material for me to choose from. The "red stripe I have is the only one they have. I took 4 other trips to their store just to find material for two pillows for the couch (which I still do not have and which are paid for!) I finally picked out a material for the couch pillows (I had to - they were paid for) but it's (and they agree) not chair or ottoman material. The Ann Arbor upholster has a much more extensive material collection from many many vendors. I would even be fine with getting material from them and using Ethan Allen's upholsterers - whatever it takes to get the job done. The Ann Arbor upholsterers quoted me $3,945.00. Whatever the solution, I cannot have pink furniture in my small condo living room. It looks ridiculous and they know it. The furniture is lovely, the couch is great and I have been nothing but kind and friendly. (You get more with honey that you do with vinegar.) I'm not trying to return anything. I just want the correct material. upholstery. Anyone is invited to see my pink-striped furniture. Pictures do not tell the story. I've taken pictures and they definitely look pink-striped, but it's not the same as seeing the furniture in my house.

Desired Settlement: Re-upholstery of furniture.

Business Response:

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 area. I have been in contact with Ms. Monica 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 items. At 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, Ms. Lee provided photos of the pieces in Ms. ********** possession. The 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 final. An allowance for reupholstering or a re-order will not be issued.

We thank Ms. ******** for sharing her feedback.

1/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On August 26th 2015, I ordered two sofas from sales representative Susan U*** at the Manchester, CT Ethan Allen store. I ordered the **** 88 inch sofa and the ******* 78 inch sofa. The total came to $6072 and I was given an estimated ship date of 11/1/15. My order finally was delivered 3 months later on November 25th. I signed for them as there was no visible damage with the exception of some loose strings on the sofa cushions and the pillows that needed to be cut off. Upon looking at the sofas after delivery, they appeared small. I had ordered couches that were about the same dimensions as my previous couches, yet they appeared significantly smaller. Upon sitting in them, they felt very shallow and you were not able to lean back very far in them. When my husband came home, he noticed that when he lied down length wise on the longer couch, his feet came to the very end and he is only 6 feet 1 inch tall. Using a tape measurer I measured both couches. I noticed big discrepancies with both of them, according to the dimensions on the Ethan Allen website. I spoke with Susan U*** at the store that weekend who verified the right items were ordered. She also verified what the dimensions were supposed to be, which coincided with what was listed on the Ethan Allen website. She explained that she would call corporate and have someone come out to my house to verify the measurements and explained that they would stand by their product. On December 16th, a technician from Ethan Allen came out to take measurements and photographs of those measurements. He first measured the ******* sofa in which he found a discrepancy of 3 inches in width. He explained was more than the allowed discrepancy. He then measured the **** sofa and found it to be 81 inches in width, when it was supposed to be 88 inches (a discrepancy of 7 inches). He also measured the depth to be 35 inches, when it was supposed to be 43 inches (a discrepancy of 8 inches). He went as far as to state that he thought the dimensions on the website could possibly be off because it was such a huge discrepancy. However Susan Ur** verified that the dimensions on their website were correct. I asked what the next step was and he said someone from Ethan Allen would contact with me within 48 hours. A whole week has **ne by and no one from Ethan Allen has contacted me. I now have two sofas that are not what I agreed to buy. They do not meet the contractual dimensions. As far as I am concerned, this is a fraudulent business practice to advertise one thing, and to provide the consumer with something else. After spending over $6000 and waiting for 3 months to receive the finished product, I am very upset with the product that I have received and with the lack of customer service to resolve this upsetting issue. At this point, I would like Ethan Allen to come and take their sofas back and I would like a refund of the full amount.

Desired Settlement: I would like Ethan Allen to come and remove these couches from my home since they are not what I had ordered and I would like a refund of the full amount.

Business Response: Thank you for allowing us the opportunity to address Ms. ********* concerns.

I have shared Ms. ********* comments with regional management. I have been advised by Kimberlee N****** Customer Service Manager for the Northeast Region, that she has been in contact with Ms. ******* to address her concerns. Ms. ****** further advised that she inspected the technician’s photos and that he had measured the sofas incorrectly. Ms. ****** and Ms. ******* have made an appointment, scheduled for 01/14/16, to have the furniture re-evaluated by a different technician to ensure that her concerns are being properly addressed.

Consumer Response:
Complaint: ********

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,

****** *******

Business Response: Thank you for allowing me to address Ms. ********* concerns further.

As stated in my previous response, Ms. Kimberlee N*****, Customer Service Manager for the region, has set up an appointment with Ms. ******* for Thursday, 1/14/16. For record purposes, the date today is Friday, 1/8/16 - Ms. ********* 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.

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two ***** Tables from Ethan Allen in Dec 2014. There was a significant amount of time between ordering the tables and receiving them. I recently visited an Ethan Allen gallery and noticed how significantly different the finish was on the tables in the store and the ones I received. I then checked the Ethan Allen internet site and noticed also that the finish of the table on line looked dramatically different than the ones on received. I have pictures of the table from Ethan Allen's Internet site and my tables. The warranty from Ethan Allen states that minor differences in finish are not covered-which I understand but the difference in my tables' finishes and the ones I saw in the store and the ones on their internet are not minor. My finish is a purely brownish one with black along the edges. The tables seen in store and on line are a more golden, warm tone with no black around the edges.

Desired Settlement: A full refund of $2,114.03

Business Response:

We have thoroughly reviewed this situation.  We understand, Lisa ******** Tracy ********** Renee ******* ******** Fanning, Pam ***** and Lillian ******* reviewed and discussed with Ms. ********* 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. ********* 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******

Consumer Response: 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. *** *********

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a slipcovered sofa for 1665 in late 2014, I also purchased the ********* Purchase Protection Plan. The sofa ended up damaged and I was offered a store credit for the amount of the purchase. The reason I was offered a full credit is because Ethan Allen no longer carried the fabric the sofa was made from. I went to the store to try to find a replacement fabric to put on a new slipcovered sofa. Unfortuately, the fabric offering for slipcovers in limited and I could not find a fabric that did not clash with the remainder of my newly purchased furniture. I would like to purchase a more suitable color slipcover sofa from another supplier and would like a cash refund for the sofa

Desired Settlement: A $1,665 refund via check or cash

Business Response:

Thank you for allowing us to address Ms. *********'s concerns.

I have been advised ***ela B****, Vice-President of the ***** ***** Region, personally contacted Ms. ********* on November 18th to explain to her that she should contact ********* 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 ********* buy-out offer.

Thank you in advance.

Lillian V******
Corporate Client Service

ETHAN ALLEN GLOBAL, Inc
**** *** **** ******** ** **********
###-###-#### FAX ###-###-####

Consumer Response: Ethan Allen sells the ********* product and always tries to convince its customers to purchase it-they likely make a profit off of it. I would think since Ethan Allen sells this product, they could step in and try to help negotiate this issue with *********. ***

12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two ***** tables from Ethan Allen less than one year ago. I happened to be in the store recently and saw the tables and they looked much different than do the ones I have. The table tops in the store and on the Ethan Allen internet site showed few flaws and were a warm toned wood. The tables I have are very dark, cool toned and are black along all edges. I opened a warranty claim and the technician advised he saw this with these tables all the time and that it was a quality control issue with the factory in China. The tables I have are significantly different than those shown in the store and online - the one's I have terrible compared to those advertised by Ethan Allen

Desired Settlement: Refund for full purchase price and return of two living room tables one coffee and one console from the ***** line

Business Response:

Thank you for allowing us to address Ms. *********'s concerns.

I have been advised Pamela B****, Vice-President of the ***** ***** Region, personally contacted Ms. ********* and agreed to send a service technician to inspect and make any necessary corrections to Ms. *********'s tables. A service visit was completed on November 24th for Ms. ********* tables. Per the service technician's report, a small repair was made on the chip in the center of sofa table. Surfaces are up to standards. No defects noted, normal 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. ********* is disappointed, a refund will not be offered. I am sorry we could not offer the resolution Ms. ********* requested, and would like to thank you for contacting us.

Best regards,

Lillian V******

Corporate Client Service

ETHAN ALLEN GLOBAL, Inc

**** *** **** ******** ** **********

###-###-#### FAX ###-###-####

Consumer Response: 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 internet. Table is of inferior quality to what is shown. Ms V****** committed to trying to resolve this issue as soon as possible. Thank you

Business Response:

12/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was overcharged for delivery fees and despite multiple attempts to resolve this beginning in April the company remains unresponsive. All documentation was provided to them and I have been promised resolution multiple times.

Desired Settlement: I am owed $250

Business Response: Thank you for allowing us the opportunity to address Ms. *******’s concerns.

I have reviewed Ms. *******’s concerns with the regional management team in the area, who has advised that Ms. ******* was charged for a delivery in addition to a hoist. Crystal P****, District Operations Manager, has advised that the following information was provided to Ms. *******:

The way the delivery/hoist fee worked is this:

$100 for the hoist of the bar (we do not normally hoist items that are not ours)
$129 delivery fee for all items (standard fee)
$100 fee for the hoist of the sofa.

For a total of $329.

On 4/7/15, EA refunded Ms. *******’s EA card $60 for over payment.

On 9/8/15, EA refunded Ms. *******’s EA card $250 for over payment.

Ms. ******* paid $729 as a total. Ms. P**** advised there was a difference of $90, which was refunded to Ms. ******* on 11/17/2015.
Ms. P**** has also provided this information to Ms. ******* via e-mail dated 11/17/2015.

Based on the information provided, it appears that Ms. ******* received the remaining refund that was due to her, in the amount of $90.

Best regards,
Sarah

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 23rd in entered the Ethan Allen store to purchase a desk which I needed to complete a massive project by August 17th. I was encourage to apply for a ********* Credit card to help expedite the process. I was quickly approved, the desk according to the sales person was in stock and I would have the desk within two weeks. The manager interjected possibility three weeks. I clearly told the manager and sales person if I did not have the desk before three weeks forget it I would not have time to do the project. The desk did not arrive before the deadline for the project that I was purchasing the desk to work on was past. I canceled the order and then was informed I would be charged a restocking fee even though the in stock item was never delivered. I was informed to read the terms and conditions of sale. My original of this document does not have a signature, Ethan Allen has produced a copy with a signature written across the bottom paragraph. I contend as a registered nurse for 40 years I would never sign over the words on a legal document. How I am informed that there is a 35% restocking fee which I am accountable to ********* Credit with fees and interest if I do not pay this huge expense. Through ********* Credit I have learn that the Ethan Allen store policy is delivery at 5-6 weeks.. The sales order has delivery date of 12/31/29, there was an effort to deceive me at the time of purchase and never an intent to deliver the product but instead to use ********* Credit to collect 1500 dollars from me.

Desired Settlement: Refund the restocking fees to ********* Credit.

Business Response:

Thank you for allowing us the opportunity to address Ms. ****** concerns.

I have carefully researched this situation with Mr. Robert C*******, Local Principal for the ***********, **  Design Center.  We have been advised Ms. ****** placed an order on July 23rd and both items were received on 8/19.  They strongly deny making any promises to Ms. ****** of delivery in a 1-2 weeks time frame. The furniture was received in approximately 3 weeks from the date of purchase, which is a much shorter time frame than our current delivery time frame of 9-11 weeks per our website. Mr. C******* advised that when Ms. ****** requested to cancel her order, the items were already shipped from our distribution center and on their way to the ***********, ** warehouse.

Mr. C******* further advised that the 12/31/29 date that appears on Ms. ******’s original sales order is a placeholder date used until they get an estimated ship date from the factory after the order is placed and acknowledged. This is used specifically to avoid giving their customers a delivery date they cannot meet. 

After carefully considering all of the details regarding this situation and per our Terms and Conditions, although we understand Ms. ****** is disappointed, a refund will not be offered. I am sorry we could not offer the resolution Ms. ****** requested, and would like to thank you for taking the time to contact us.

Best regards,

Lillian V******

Corporate Client Service

ETHAN ALLEN GLOBAL, Inc

**** *** ****

******** ** **********

###-###-####  FAX ###-###-####

11/2/2015 Problems with Product/Service
10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a custom upholstered sofa and two custom upholstered benches on June 16, 2015. Stated delivery timeframe was 8-12 weeks. It is now September 18, 2015. After numerous calls with conflicting delivery information, I am now told the sofa will not be completed until September 29, with possible home delivery October 6 (the day after my out of town guests leave). The benches are now projected for November 9 completion, with home delivery around November 16. These delivery dates fall far outside the stated timeframes that were part of the basis of the bargain when I placed the order. I have been told more than once by the store personnel that I cannot cancel the order because it is "in production," which it clearly is not. It doesn't take 18 weeks to upholster two small benches. I have contacted the finance company to open a dispute of the charges for these items based on non-delivery of goods. At this point I have absolutely no confidence in ever getting these pieces, and I'm not going to keep paying toward the promotional finance balance until they are in my home as expected in pristine condition.

Desired Settlement: I want my sofa and benches delivered on or before September 29 as stated at the time I ordered them on June 16, 2015. For each day they are delayed beyond the 12-week timeframe, my account should be credited a portion of the cost of the furniture. Ethan Allen should also be forced to disclose accurate timeframes at the time of order, and customers should have the right to cancel custom orders with full refund should Ethan Allen not be able to perform to the stated contract terms with respect to delivery timeframes.

Business Response:


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.  Ms. S***** advised that she has been in contact with Ms. ****** on several occasions.  Ms. S***** has advised that the client has been contacted for delivery of the upholstered benches.  With regard to the sofas,  Ms. S***** 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 10/12 for delivery.  The client has also been offered and accepted compensate for the delay’s. The 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


Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The vendor's response listed another customer's name, but the facts are accurate.

Sincerely,

******* ******

9/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two matching sofas from Ethan Allen on 5/1/15,which were delivered on 7/9/15. I refused to take delivery of one sofa because the sofa had defective springs, which you could hear when you sat down on the sofa. I requested the sofa be returned after it was repaired. Chrissy, the Ethan Allen customer service representative informed me that silicon was applied to the springs. I asked Chrissy if the silicon application was a permanent repair and she stated yes it was and then scheduled re-delivery of the sofa on 7/25/15.I was expecting the sofa to be delivered between 9 - 11 am, which was the previous delivery time slot. The company failed to give me a delivery time slot so I planned on being home to inspect the sofa at 9 am. While out walking my dog, the sofa was delivered at 8:35 am. My houseguest informed the delivery team that I would be back shortly. The team pressured her to accept the sofa by telling her they would not return and there would be a charge for returning. My guest signed for the furniture. However, she wrote on the delivery ticket that she did not live in the house and she did not inspect the furniture. When I returned home and inspected the sofa, condition of the springs were worse. The sofa springs now make very loud squeaking and popping sounds when you sit down AND get up from the sofa.I contacted Chrissy again and requested the sofa be replace because it was clearly defective. Chrissy stated that they wanted to try and fix it again. I responded that their attempt to repair only worsened the condition of the sofa.Chrissy then said that the company didn't do anything to the sofa. They just returned a defective sofa back to my home. Based on the current condition of the sofa, it is obvious that someone at Ethan Allen has done something to the sofa. I reached out to the corporate office and spoke with Sarah, who had Myra from the ******* store call me. Myra just re-stated what Chrissy stated, that my only option was to repair the sofa.

Desired Settlement: I would like Ethan Allen to refund me $4,368 for the cost of the furniture and then arrange to pick up their sofa (no cost to me) from my home.I will also consider allowing them to replace the sofa as long as the current sofa remains in my home until the new sofa is delivered (at which time they can swap out the sofas)

Business Response:

Thank you for allowing us the opportunity to address Ms.***** concerns.

I have reviewed this situation with Mayra P*******, Customer Service and Scheduling Manager for the ******* District. Ms. P******* advised that, on 7/9, Ms. ***** had refused the delivery of her sofa because she reported it squeaked. Ms.***** was advised that it may be repaired, but they needed to inspect the sofa. When the sofa was inspected, the service center confirmed there was absolutely no squeaking, popping or any noise so it was determine no repairs were needed. The sofa was scheduled for re-delivery on 7/25, the sofa again was inspected on 7/22 by 2 technicians and the warehouse manager, and they confirmed there was no audible sound coming out of the sofa and the sofa was delivered. On 7/27, they followed up with Ms. ***** 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 squeak. However, Ms. ***** refused service and has submitted a charge back and is presently open.

Ms.******* was in contact with Ms. ***** on Friday, August 14th and she had expressed that she wanted her sofa picked up for Ethan Allen to order a new sofa. Ms. ******** had explained to Ms. ***** 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.***** can point out the exact issue to the technician. Ms.*****' response to Ms. ******** was that she purchased new and she wants a new sofa. However, Ms. ******** advised her that they could not just pick up her sofa without Ethan Allen confirming the core issue with the sofa. After 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 sofa. Ms. ***** agreed and said that she will then wait for the call from us to schedule the inspection. However, on August 18th, Chrissy, CSR, called Ms.***** to let her know the name of the technician that will be contacting her for the inspection and at that time Ms. ***** 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. ***** is disappointed, a refund will not be offered. If Ms. ***** wishes to proceed with a service visit, she can reach Ms. ******** at ************ *** *** for further assistance.

Best regards,

Lillian V******

Corporate Client Service

Ethan Allen Global, Inc.

**** *** **** ******** ** *****

************ FAX ************

**************************

Consumer Response:  
Complaint: ********

I am rejecting this response because: the facts stated are incorrect. I returned the sofa due to defective springs. I was informed by ******* that the sofa was repaired and that's the only reason I allowed for the sofa to be re-delivered. Do 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 sofa. She 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 visit. When 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 truth. Obviously no one inspected the sofa except me when it was returned to my home. Fortunately, my house guest, who accepted receipt of the sofa while I was out, was there when I inspected the sofa. I've attached her statement. If 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 situation. Your 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 truth. I had read bad reviews (very similar to my situation) about Ethan Allen prior to my purchase but thought the reviews were incorrect. But now I see that the bad reviews were spot on. Sincerely,

******* *****

Business Response:


We appreciate the opportunity to address Ms. *****’s concerns.  Ms. Mayra Pichardo, the Customer Service and Scheduling Manager of the ******* District has advised that she has offered to schedule a technician to visit Ms. *****’s residence to make the necessary repair. Ms. Pichardo has advised that if we are unable to repair the sofa properly we will work towards the next best step to resolving the problem. Ms. Pichardo can be reached at 954-970-2400 ext 330.
Ethan Allen reserves the right, at its sole discretion, to repair or replace merchandise with items of like kind, age, and quality, and Customer acknowledges that such replacement or repair is Customer’s exclusive remedy.

Ms. *****, please accept my apology on behalf of Ethan Allen for this situation.  I am sorry that we could not offer you the resolution you have requested.
Please feel free to contact me directly should further difficulties arise, or if I may be of any assistance in the future.

 Sincerely,
 David P. Tracy III
 Ethan Allen Corporate Office
 Client Services

 Ethan Allen Global Inc.
 P.O, Box 1966
 Danbury, CT. 06813-1966
 203.743.8487 fax 203.743.8577
dtracy@ethanalleninc.com

Consumer Response:  
Complaint: 10768948

I am rejecting this response because: your customer service representative Chrissy is not being honest with you and I. Chrissy, 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 situation. I thought the BBB complaint would work out. If necessary, I will move forward to my next option level. Sincerely,

******* *****

Consumer Response:  
Complaint: ********

I am rejecting this response because: I didn't spend over $4300 on a sofa just to have it repaired twice by Ethan Allen. The fact that I purchased two sofas and am only complaining of one of them should speak to the fact that there is a problem here. Instead of doing the right thing, Ethan Allen is conveniently supporting the lies its employees have told them regarding this transaction. If 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,

******* *****

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Ethan Allen, I am very upset! I love your furniture. So much so that most of my home already has furniture from your company. I have spoken highly about your company to ALL of my family and friends. And I have regarded your company as always having high quality products. I am very upset about my last purchase, which was placed more than 1 year ago! I ordered a dining room table stained in a beautiful dark blue. I have other pieces in my home with the same blue stain, and thought it would be nice to start my dining room with a big beautiful blue table. The table came and I immediately called my sales rep and sent him pictures to his personal email showing how many problems the table came with (Deep chip on the surface, many black “*******-like” stains, the 2 table extenders don’t close or lock, there are many parts that are missing blue staining, etc.). Immediately, he started the process to re-order a new table for me. Many weeks passed and finally the new table was delivered. It didn't even get inside my house. As soon as they unloaded the new table I could see it looked worse than the original. The delivery drivers told me to call my sales rep and they left. I called, and spoke with a manager, I believe. She was horrified that the drivers would just tell me to call my sales rep. So after more weeks of waiting, a technician came out to my home to try to repair the issues. The technician said it would be better to take the table to their workroom repair it and then deliver it back to me. Fine. Weeks passed, and I think after I called they informed me that a new table was being ordered. More weeks passed, delivery of the new table came and it was the worst table yet. The delivery drivers tried to cover a chip on one of the legs, but I saw it. I rejected that table. Months pass, I have no idea what is going on then I start to call and days later get call backs from different people. (By the way, I have been passed along to so many different people, it's ridiculous.) someone told me I was getting a new table ordered. I told that last person to call me when it was ready so I can go and inspect the table at the warehouse so that way you wouldn't have to waste any more money or time delivering a table and then taking it back. Many weeks pass and I get a call for delivery. I told the lady I had asked to go and inspect the table before delivery. She told me someone would call me back that day. The next day someone called me back to inform me that the table topper was not in and would be another week. The following week comes by and they call me to go and inspect the table. I go and it's also badly stained on the top. And on the sides. So I tell them I was going to to my house and check my table for the same issue. I go home my table is perfect on the top, aside from the chip. So I email the nice lady that attended me that day and told her that I'm just going to settle with someone coming out to repair the chip and repainted some of the worse spots. She emails me back the next day with an email that was suppose to have been sent the previous day, based on her wording. She tells me that someone will get back to me (on Tuesday) regarding this. It is now the following Monday. I have had enough. More than a year I have been dealing with this. And I love your company so much I have been giving allowances for the trouble I have been having. But enough is enough. And I am sooooooo mad because I have been waiting for a LONG TIME TO ORDER my 6 dining room chairs which I spent months deciding which ones I want and finally found the most perfect ones (they are the ****** armchairs exactly as shown from your latest July issue). I had seen them some time ago in an email and fell in love with them, exactly as shown right down to the fabric!!! It would go so nicely with my big beautiful blue table! I am so mad at the table ordeal that even though I love those chairs so much, I don't even think I want them because of all that has been going on. And it's just not fair. I have fallen in love with many of your pieces for the last decade, and have acquired then over the years. I finally find the perfect chairs and probably won't even get them because I am so mad. It's just not fair!!!!!! I have been extremely patient but enough is enough. It is not fair that I have been treated this way!

Desired Settlement: I don't know, I'm very mad at a company that I have spent so long loving! I would like someone to contact me.

Business Response:

Thank you for allowing us the opportunity to address *** *********** concerns.

I have been in contact with Mayra P., Customer Service and Scheduling Manager for the ******* ********. Ms. P******* has advised they have been working with *** ********* and when he had inspected the table himself at their ******* ******* ****** on 7/27, the head case goods technician and Ms. P******* were present. *** ******** requested he would like the table completely in the Marine Blue with no wood showing through the finish. Ms.P******* had explained to *** ********* that this is wood and it will show through the finish. *** ********* has since agreed to keep the table he has in his home. There is a blemish on the table which they have scheduled to pick up his table on 8/12 for a shop repair and they will be also providing him with a loaner table.

Best regards,

Lillian V.

Corporate Client Services

 

 

 

 

 

Consumer Response:
Complaint: ********

I am rejecting this response because: 

This person is completely diminishing this situation.  She is referencing a person who I have no idea who it is.  I saw a lady by the name of Valine M. on 7/27.  Also,  the table that was delivered to me a year ago does not simply have a blemish!  The table is a disgrace to the Ethan Allen Name, it was filled with "*******-Like" marks throughout, Has a very deep chip on the top of the table.  The leaves do not close all the way or lock.  The GROVES ON THE LEAVES are PERFECTLY STAINED in the BLUE and the rest of the groves of the table has very little staining.  SOMEONE DID AN AWFUL JOB AT STAINING THE TABLE!  ALSO, I rejected the table when I visited the location on 7/27 because I purchased a BLUE TABLE not a lightly stained blue table that has dark "wood" lines throughout the surface!!!  It's a 9 foot table and to look at a dark shadow black "wood" lines every several inches would be disgraceful.  I have other BLUE furniture at my home and they are IMMACULATE!  The table is a disgrace compare to my other furniture pieces.    The FACT THAT NO ONE HAS CALLED ME, which is really what I had wanted, is appalling.  NO ONE AT THE ******* OFFICE CALLED ME UNTIL AUGUST 5th, and it was to tell me they will be picking up my table.  NO ONE TELLS ME WHAT THEY ARE PLANING ON DOING.  I had to ask why they were picking up my table before they told me what they were planing on doing.  I am so upset that this person has diminished my situation that HAS BEEN GOING ON FOR A YEAR!!!!!!!!!  I WILL BE FILING A COMPLAINT WITH THE ******* ATTORNEYS GENERAL OFFICE AS WELL.  I WANT A REFUND FOR THE TABLE, and I NEVER WANT TO HEAR OF YOUR COMPANY EVER AGAIN!  I am so upset that I have always looked up to your company as a beacon of beautiful furniture and excellent service, to have been let down so much is really dishonorable!  

Sincerely,

**** *********

Business Response:

Thank you for allowing us the opportunity to re-evaluate *** *********** concerns.

I have been in contact with Mayra P., Customer Service and Scheduling Manager for the ******* District. Ms. P******* has advised she was personally in contact with *** ********* and has agreed to accept a return. *** *********** 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

**** *** **** ******** ** **********

###-###-#### FAX ###-###-####

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a queen size **** *** mattress and box spring from Ethan Allen in ********* *****. Upon delivery, June 13,2015,I suddenly realized this mattress set is defective, I made contact with my sales person ***** who came to my home and took pictures to file a report. A few days passed with no response so I went to the store and my sales person and the manager Sonia F******* **** came to my home and once again took pictures of the mattres set as well as other pieces that had been delivered with scratches and a chair that had not been upholstered correctly. Once again I was told a report would need to be filed with their corporate office. I have tried to reach Sonia the manager,who has yet to return my call, nor have I heard from their corporate office. I have left ********* at corporate 2 messages, neither have been returned. I've also had a technician by the name of Joe come to my home for repairs and also to write a report for corporate. A lady named Carolyn has also contacted me to replace my mattress and I have told her I just want to return this set and have my money refunded! Once again her response was this will have to be addressed with corporate!! I have also gone to the store and spoke with Linda who is the operations manager and was corporate has to deal with this matter!! At this time I have contacted my credit card company to file a dispute. I feel I have been treated unfairly. I just want my $2949.00 plus tax credited back to my credit card within 7 days and this defective mattress and box spring picked up as well within this same time period!! I'm tired of getting the runaround from this so called reputable company with horrible customer service.

Business Response: We would like to thank you for allowing us to address Ms. ******** concerns.

We have reached out to ******* ** ******, the ******** Design Manager for the ********* ********, who has given us further information on Ms. ******** concerns.

Ms. ****** advises that their customer service team has been in contact with Ms. ****** on several occasions, in addition to going out to her home. Ms. ****** 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 warranty. While we understand that this decision is not what the client desired, a refund on the mattress set will not be offered.

Best regards,
***** ***************

Consumer Response:  
Complaint: ********

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 ***** 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. ***** 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,

******* ******

Consumer Response:  
Complaint: ********

I am rejecting this response because: I will be taking further action. It 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 service. All I wanted was a refund, this should have been handled in a more courteous and professional manner. After 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,

******* ******

Business Response:

We appreciate the opportunity to address Ms. ******** concerns.  We are sorry to hear of this unfortunate situation.  I have reviewed this matter with local management. Ms. ****** has been offered the option for full mattress and foundation replacement, however the client has declined the offer. This 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. ****** is disappointed, a refund will not be offered. I am sorry we could not offer the resolution Ms. ****** 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,

***** ** ***** ***

Ethan Allen Corporate Office

Client Services

Consumer Response:  
Complaint: ********

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,

******* ******

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purhased a bedroom set from Ethan Allen in July of 2015 (2 weeks ago was delivered) to my home. I was told that the bedroom set was made in America by the design center rep. I contacted the Ethan Allen customer service department to verify if the bedroom set (Newport collection) was made in America. He said yes while he could not tell me exactly which manufacturing plant the bedroom pieces were made in. My furniture is labeled "Made in *********". Last I looked ********* was not part of America. Yes, America could mean USA, Canada and Mexico" but NOT *********. I was adamant about purchasing a quality Made in USA bedroom set and Ethan Allen claimed that my purchase was a USA product. How can it be that the label says made in ********* then. I had many manufacturers claiming they made furniture in America and I choose Ethan Allen because I thought it was true to its claim.

Desired Settlement: I want something that proves to me that the bedroom set that was delivered to my home was in fact MADE IN USA (NOT *********). Otherwise, I want the furniture returned for a full refund (close to $6000.00 USA dollars). Regards, ******

Business Response:

We would like to thank you for allowing us to address Ms. *********** concerns.

I recently spoke with Ms ********* to address her concerns. I verified the country of origin for items that she has requested. Ethan Allen owns and operates eight manufacturing facilities including five manufacturing plants and one sawmill in the United States plus one plant each in ****** and ********. Approximately seventy percent of its products are made in its North American plants. 

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For more than a year I have been trying to have our name removed from the Ethan Allen printed catalog mailing list. On two occasions I have used the catalog removal request form found on the companies website - http://*************************************************, yet we still continue to receive unwanted catalogs. I have also contacted the company directly via email. My email (below) was sent to ************************** (this is the only contact email address available on their website). "To Whom it May Concern, We have been trying for a year to be removed from your catalog mailing list. I have on two separate occasions, since April 2014 (a year ago) accessed your website and entered my catalog ID information for removal. However, we continue to receive unwanted catalogs. Our catalog mailing code is: **** If we do not receive confirmation that we have been removed from your mailing list I will be forced to file a formal complaint with the Better Business Bureau. Please forward to the appropriate person. Thank you! ****** (*****) and **** *****" I received the following reply on April 8, 2015. "Hello ****** & ****, Thank you for your email. I am sorry to hear that your name has not been removed from our mailing list since your first request. ****** & ****, as requested, I've forwarded the below information to the appropriate party to have your name removed from our list. Please be advised you may continue to receive mailings while this change takes effect. I apologize for any inconvenience. I hope this information is helpful. Sincerely, **** ****** Thank you for visiting Ethan Allen! If we can be of further assistance, please feel free to email us again or call us at ************* or *************** Client Services Representative Ethan Allen Retail, Inc." Today, July 9, 2015, we receive another unwanted catalog.

Desired Settlement: I would like Ethan Allen to follow through on our request and stop sending us unwanted printed catalogs.

Business Response:

Thank you for allowing us the opportunity to address Mr. *******  concerns.

We have carefully researched this situation. It appears that  Mrs. ****** ***** had requested to be removed from our mailing list in July of 2014. We are not sure why she hasn’t come off the list yet.

Then in April of 2015 we had the following name only request; ****** ***** and **** ***** 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 2015 magazine. They will make sure Mr. ***** is not part of that mailing or any more going forward.  

 

Best regards,

******* *******

Corporate Client Service

 

ETHAN ALLEN GLOBAL, Inc

**** *** **** ******** ** ********** ************  *** ************

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked - emailed - called -written requested that my name and address be removed from your catalogue mailing list and I am still getting them. I have also filled out the form for removal on your website at least three times with no success. I no longer live near any Ethan Allen store. I do not need or want any furniture as I am an older senior and am down sizing due to my age. I purchased accessories in the ********** ** store a few years ago and did not ask for any catalogues. This is harassment and elder abuse. STOP SENDING CATALOGUES TO THIS ADDRESS INCLUDING "OR CURRENT RESIDENT" DO NOT SHARE MY ADDRESSE

Desired Settlement: I want to be removed from the mailing list or I will be forced to contact the ***** ******** ******** ****** and the Department of Consumer affairs: REMOVE; ******* ***** OR CURRENT RESIDENT CODE ***** (or *****) **** * ***** ** **** *** ***** ****** ** ********** (INCLUDE: OR CURRENT RESIDENT)

Business Response:

We would like to thank you for allowing us the opportunity to address Ms. ******* concerns.

I have removed Michele ******* name from our mailing address.

Our Marketing specialist has reviewed our records and has verified Ms. ******* information have been removed from our mailing list. Our catalogues are shipped on a monthly basis and it may take up to 4 months for the catalogues to stop. We have also contacted ******** to make sure Ms. ******* information is not shared again with Ethan Allen Global.

Thank You

***** ** ***** ***

Ethan Allen Corporate Office

Client Services



7/10/2015 Advertising/Sales Issues | Complaint Details Unavailable
7/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ethan Allen misrepresents the lead times for customers placing orders via their website. I placed an order on May 11, 2015 (#*******) for furniture. When ordering their website stated 2-4 weeks for delivery. When we reached out to the vendor to check status of the order on June 2, 2015 - they advised the order was not 'in yet'. We came to learn that once the order was in we needed to wait another 4 weeks for the item to be delivered from their warehouse to our home. I called the company to share my displeasure, and was able to have it pushed up for delivery in 2 weeks rather than 4. Therefore, the total time for delivery will be 6 weeks (but would have been 8 without my customer compliant). I've ordered from this company in the past, and had similar issues. I hoped ordering from the company's website (rather than the store) would yield different results - it didn't sadly. I write this complaint because I would like others to know the frustration I repeatedly received from this company. I believed I was purchasing a premium product/purchasing experience, but instead received an experience which indicates to me that the company does not have proper control of it's supply chain. Furthermore, I asked the company to consider a small (10%) refund for the missed expectation - and they refused. After thousands of dollars in recent purchases from this company, they showed a complete lack of interest in customer satisfaction and service.

Business Response: We appreciate the opportunity to address Mr. ******* concerns.  At Ethan Allen, it is always a goal to ship products soon as we possibly can.  While Ethan Allen does have estimated delivery time frames, sometimes these can be delayed.  This is why our shipping terms and conditions are present, to advise the customer of what to expect.  The shipping on premier home delivery items reflects the week that the Ethan Allen Service Center anticipates receiving your order.  

The date is approximate and subject to change.  Once it has arrived, the local service center contacts the customer for delivery.  These are clearly stated  and agreed to by the customer when ordering online.  While we are sorry that Mr. ******* order was delayed, we do make our customer aware of delays by email, as well as in the terms and conditions of sale. We do not feel it appropriate to issue any credits on the order.

Best Regards,
****** ********
Senior E-commerce Service Specialist
Ethan Allen Retail, Inc.

7/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered two custom ****** chairs on August 18, 2014 and placed a 50% deposit of $2100. The ******** store closed and I never received my chairs or my money back. Ethan Allen ****** assured me that my order would be honored, despite the store closure. It is now the end of May, 2015 and I have not received my chairs or my money back! Everytime I call or e-mail, they tell me that I will get a refund, but this is taking too long!

Desired Settlement: I would like some assistance in getting my refund, as obviously the company has shown complete disregard for me as a customer and has been taking an excessively long time to refund my money!

Business Response:

Thank you for contacting Ethan Allen. We appreciate the opportunity to address Ms. ****** concerns.

We are happy to forward the information to the previous Principal and ask that she reach out to Ms. ******. We are happy to assist if a warranty issue exists, but as this is not a warranty issue, the previous Principal needs to resolve it. We do not have contact information to provide to the clients.


Best regards,

******* *******

Corporate Client Service

Ethan Allen Global, Inc

**** *** ****

Danbury, CT 06813-1966

203-830-5329 FAX 203-743-8577

 

 

 

 


Consumer Response:  
Complaint: ********

I am rejecting this response because:

As Ethan Allen Global, I hold you responsible

for the actions of your managers and 
franchise owners.  Especially,
since I have been informed by your ********
division, that the mix up
with my chairs occurred in the custom production phase which is
centralized for all stores in the U.S.  If the custom
order had not been bungled in the U.S.,
I could have received my chairs with the rest of
my furniture on December 30th, 2014, almost 
two months before the ******** store 
closed.  Therefore, the problem originated
with Ethan Allen Golbal and not my local
store.
Also, I have received in writing assurances
from Ethan Allen ****** that I would 
receive initially the chairs, and then a 
refund.  I was also told that others received
either refunds or their orders by **** and ******
at Ethan Allen ******.
I am outraged that as a long term client
I would be treated in this way.  And will not
be so easily dismissed.
Sincerely,

******** ******

Business Response:

Thank you for contacting ***** *****. We appreciate the opportunity to address Ms. ******'s concerns.

We have forwarded this information to the previous Principal and requetsed that she reach out to Ms. ******. We are happy to assist if a warranty issue exists, but as this is not a warranty issue, the issue must be resolved directly between the previous Principal and Ms. ******. We do not have contact information to provide to the clients.

 




6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a sofa from Ethan Allen on 2/28/2015. The sofa was delivered on 5/15/2015. It arrived with square-patterned stitching on the sofa that I did not order. The design consultant informed me after delivery, that the 'sofa is not available without this stitching'. I was never informed of the specific design features on the sofa that could not be removed/altered by either her or the design consultant we dealt with when creating the initial quote.. The design consultant informed me after delivery that the word, 'Stitching w/o buttons' referred to the square-patterned stitching that came on the sofa. I thought I was receiving plain cushions with no buttons. Unfortunately, the word 'stitching' on a sofa order is fairly ambiguous. Furthermore, no diagram of the stitching detail was given at any time. I told Ethan Allen, if they could send me plain cushions with no buttons, initially what I thought I was receiving, we could consider this matter resolved. They have refused.

Desired Settlement: Replacement of the cushions with no square-patterned stitching. Ethan Allen to allow me to return the sofa if this is not possible.

Business Response:

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. ******* advised the client's piece is a custom sofa. On 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 stitching. Mr. ******* 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 *******.

Thank you,

*** *******

Client Services Representative

Ethan Allen Global, Inc.

Consumer Response:  
Complaint: ********

I am rejecting this response because:


I was unaware that the sofa had a square stitching pattern on the cushions when the quote and order were created.  I thought I was receiving plain cushions without buttons. The contract that I signed said 'Stitching w/o buttons'. This phrase is very ambiguous and could be interpreted in many ways. Furthermore, the phrase 'square stitching' is not anywhere on the order I signed.  It states 'Stitching w/o buttons.' The word 'stitching' does not define 'square-patterned' stitching on cushions.  I also want to note that the fabric has circular indentations in each corner of the square-stitching pattern that look as if buttons were on the sofa at one point and then removed before the sofa was shipped to me. It is apparent in the photos I sent to ********* ***** at the **** ****** ******. After further online research, I believe the 'square-patterned' stitching that is on the cushions is to help give the cushions an indentation when buttons are placed on them for tufting purposes.  If the buttons are removed, the cushions are not tufted.  Therefore, the 'square-patterned' stitching that is now on the sofa is a design element without a purpose.   

I would appreciate that this matter be resolved either by replacing the cushions without the 'square-patterned' stitching or allowing me to return the couch to Ethan Allen and refund me the amount paid for the sofa.  Thank you for your assistance.   

Sincerely,

******* *******

Business Response:

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 sofa. On 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 stitching. Mr. ******* 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.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I do not agree with your response and unfortunately, I don't consider this matter closed.  Please be advised that I will be contacting appropriate government agencies to assist in a resolution.  
  
Sincerely,

******* *******

Business Response: We would like to thank you for allowing us to address Ms. ********* concerns.

We have taken the time to thoroughly review Ms. ********* claims. As previously mentioned, Ms. ******* ordered a custom sofa, one that only comes in a square stitching. This information is clearly depicted on her quote, the signed order, and the delivery ticket for this piece. As it is outlined in our terms and conditions, which the client agreed to before purchase, we do not return custom pieces. Terms of sale are determined at a local level.

After careful consideration, although we understand Ms. ******* is unhappy, we are unable to provide her with a refund on her custom sofa order.

Warmest regards,
***** ***************
Ethan Allen Corporate Office
Corporate Client Services

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am ** years old and am somewhat hard of hearing. I went to Ethan Allen at **** ********* **** **** in ****** ****** ** and purchased ($1000.00 deposit, $2000.00 to be paid later) a dining room table and chairs. When the furniture was delivered the finish did not look good and I was not happy with the product. I contacted Ethan Allen and spoke to **** *******, the saleswoman who sold me the set. They told me that the furniture needed to be reviewed by their internal "Review Board." A representative came out and took pictures of all the furniture (table and four chairs) and then I was informed that indeed the table and two of the four chairs were deemed defective. I told them I wanted to return the entire set (all four chairs) at that time. Ms. ******* than came out to my home, NOT at my urging, and coerced me into getting the furniture redone to a wood finish. I was not happy with this direction but she was insistent. They then drafted new paperwork, which I DID NOT sign to have this done. I then felt I was being harrassed and contacted my credit card company to not process the remaining $2K until I resolved this issue. ****, the manager of the store on 4/16, told me that ***** ******* was going to call me on 4/17. I was then contacted by phone by ***** ******* on 5/29/30. This process had now been going on for 3 months with Ethan Allen and I was getting confused and upset by their approach. Ms. ******* was very abrupt and told me that I needed to honor my contract and that she "had my credit card number," to process the transaction. She was insistent I do things their way. On 5/30/15 I had my son in law make a call to Ms. ******* to discuss the issue and attempt to get my $1000.00 back and return the furniture to them. She was rude again to him and hung up the phone on him. She was not open to discussing the issue and made rude remarks as to my ability to understand the situation and not be cooperative. She also said she DID NOT KNOW about the Review Board findings. At this point I am scared to speak to anyone from Ethan Allen and feel they have harassed me and are not willing to just take the furniture back and refund my $1000.00 deposit. I am asking my daughter, Kerry, to handle the discussions with them moving forward as I am very upset by all of this

Desired Settlement: I would like Ethan Allen to refund my $1000.00 deposit and pick up all the furniture. I do not feel I need to pay anything for this at this point. Also, I am due an apology for the harassment I suffered by the salespeople and their entire organization.

Business Response:

We would like to thank you for allowing us to address Ms. ************  concerns.

We have reached out to *********** **********, the regional operations manager for the Northeast region, to discuss the client’s concerns and experience.

Ms. ********** and her son have both spoken with ***** *******, the Managing Director in *** ****, 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 company. Upon further investigation, it appears that the client did file a chargeback and was refunded $2000 by the credit card company before returning her furniture.

At this time, Ms. ********** is being offered a refund of the balance, minus the chargeback, equaling $1,031.85 upon return of the items she has maintained possession of. Mr. ********** has attempted to reach the client twice, but his calls have not been returned.

Thank you,

***** ***************
Corporate Client Services Representative
Ethan Allen Global, Inc.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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, *****.  She can be reached at ************.  Thank you.

Sincerely,

****** **********

6/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i called six months ago and asked i be taken off your mailing list of junk!!! today May 12, 2015 i received more junk in my box with my name on it. Please take me off your list or i will file complaint with local law enforcement for harrassment.

Desired Settlement: stop sending junk to my apartment!!!!!!!

Business Response:

Thank you for allowing us the opportunity to address Ms. ********* concerns.

We have carefully researched this situation. It appears that a Ms. ***** ******* had requested her name to be removed from our mailing list in October 2014. However, this client did not provide complete address information. Without this information, it is difficult to remove it accurately. This name re-appeared on our list in March of 2015 with complete information, as listed. This file of names was sent over to ******** for removal after we had already processed our May 2015 magazine, which is why she may have received our last mailing due to the lead times.  We have ensured with ******** that her information has been removed going forward.

We would like to thank the client for taking the time to contact us, and we hope that this resolution is within the client’s satisfaction.

Warmest regards,
***** ***************
Ethan Allen Corporate Office
Corporate Client Services

Ethan Allen Global Inc.
**** *** **** ******** ** ********** ************ *** ************ **************************

Consumer Response:  
Complaint: ********

I am rejecting this response because: I provided the company with the full information. they are blaming me for their mess up.  

Sincerely,

***** *******

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a leather grand sofa plus a recliner at Ethan Allen last Thanksgiving. We paid premium ($5000) for the set because we were attracted by Ethan Allen's reputation in furniture business. It took about 3 months to deliver because they customized, which was OK. However, after we received the furniture, and started using it, we immediately noticed the great uncomfort and back pain when seated in it for more than 5-10 minutes. All three seat cushions were very saggy, while the back cushions were quite firm. We actually upgraded the cushions to "Springdown" at the store when customizing it, which we thought would be more support and durability. After a couple weeks of usage, all three seat cushions and two back cushions were starting to pout, and had shown wrinkles, and at that point, both my wife and I could apparently see the issue with the quality of cushions. FYI: my wife (120lbs) and I(170lbs) were by no means heavy persons. Also the recliner also started to pout but the comfort level was OK. After we found the problem within two weeks of delivery, we contacted the designer that sold us the sofa, and even brought in the cushion for him to check it out. The designer, although showed some "subtle agreement" to my complaints by checking on the cushion, tried to play words and persua**** us into little/no problems with the sofa. At one point, I was particularly angry because I can sense the amount of training that the employee of Ethan Allen might have taken to never admit anything wrong with their products. At the end of the day, he could not do much other than just reporting to his manager. He then followed up with a response/suggestion to us to get a second opinion after sitting on it for a few more weeks. It didn't get any better after weeks, so we called and complained again, so he scheduled service request for us. Then after another "some" weeks came the technician, who only took some pictures and asked some questions without any response; and left a message saying that we were going to be contacted by customer service. Then we waited another many weeks, and no response so far, and we were utterly disappointed with Ethan Allen's attitude and their ways to treat customers. I was particularly disappointed by the fact that a premium/luxury furniture business provided such sub-par and low quality furniture, and then failed to do any meaningful customer service other than diverting customers' anger and complaints and playing "ping-pongs". I should have really read first all the complaints on the internet before purchase; they were so real...

Desired Settlement: I would really want them to fix my saggy cushions by replacing them with much better materials so that they won't sag and pout. However, I am currently having 0 confidence that they could make it right. Even if they did eventually, I felt it would take tons of iterations and effort and our precious time. An alternative resolution that I desire would be for them to refund some of the amount that I paid (around $1000), so that I could use the money to get a local quality upholstery store to customer a set of cushions for me to rescue the uncomfortable sofa.

Business Response:

Thank you for contacting Ethan Allen. We appreciate the opportunity to address Mr. **** concerns.

I have been in contact with ********* ****, Regional Client Services Manager for ********* ** * ********* *******.  Ms. **** has advised the Design Center Manager has been in contact with Mr. **** and has offered to work with him towards a resolution.  Ms. **** further advised Mr. **** will be forwar**** photos to her for review.


Best regards,

******* *******

Corporate Client Service


ETHAN ALLEN GLOBAL, Inc

**** *** ****

******** ** ********** ************  *** ************


 

 

   

 

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a custom color leather sectional couch on 9/20/14 from Ethan Allen in **** *** ******* **. The couch was delivered on January 12, 2015 and did not at all match the color sample provided at the store. After contacting the local store, the company indicated that they would send a photographer to document the color of the couch and the photograph would be sent to the factory, who would then determine if the couch was within an "acceptable variation" of color from the original sample. Given variations in color possible via digital photos, I do not find this to be a suitable mode of determining color. The factory concluded that the color was within their tolerance of range. I was never told that there would be color variations, and would not have placed an order understanding the couch could be an entirely different color than the sample. I do not find this color to be a reasonable substitute, so I contacted the credit card company to withhold further payment until this issue is satisfactorily resolved. I also contacted the Ethan Allen District Service Manager in *****, who said he would forward this information to the Regional Operations Manager. I then learned this Regional Operations Manager had already contacted my credit card company to indicate this had been resolved without contacting me. Attempts to contact people at the local store where the couch was ordered have allegedly been referred outside the state to management and to the factory, neither of which are willing to come on-site and compare the colors. Contacts at the local store indicate they are not able to make determinations regarding further action and I have not been able to speak directly to anyone indicating they have decision-making authority. Most significantly, no one making the determinations has seen the sample color and the couch together, which I find to be highly problematic as the couch can plainly be seen not to match the color sample from which I ordered. Product_Or_Service: Leather 3-Piece Sectional Couch Order_Number: ********** Account_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like to return the couch and receive a full refund.

Business Response:

We would like to thank you for allowing us to address Ms. ******** concerns.

We have reached out to ***** ****, District Operations Manager, to discuss the details of the client’s inquiry.

After thorough review with our technicians, service coordinators and regional management, it was determined that the slight variation in color is within acceptable variance and within standards, which allow for up to a 10% variance.

Per Ms. ******** request, she was given ***** ****’s email address to discuss her concerns.  The client has not reached out.

***** **** has also responded to both disputes Ms. ****** has filed with ******** ********


Thank you.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I didn't respond to EA as all past responses were met with the same response that the color was within their accepted level of variance.  I was NEVER told that I could expect a variance at all and this level is not acceptable to ME. I was never allowed even the courtesy to be asked what I thought about the color difference.  In fact, the color they sent me is much more gold than the one I ordered. Had I known there would be such a big difference, I would have not ordered this expensive couch.  I have ordered leather furniture before and never had this problem. Other companies have matched their colors years later. 

After your e-mail yesterday, I did send one to ** ***** addressing my concerns.  Thank you for your help in getting them to respond.

Sincerely,

****** ******

Consumer Response:  
Complaint: ********

I am rejecting this response because: , I have talked to ***** ***** as well as the office manager at the Ethan Allen store in **** *** ****** and sent 2 e-mails to ***** including the  one I sent to you yesterday.  They have not responded with a satisfactory solution. I am waiting for a response to yesterday's e-mail. Thank you for following up.

Sincerely,
****** ******

4/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I recently selected an entertainment center to purchase from the Ethan Allen store in ************** **** as it was displayed on the showroom floor. I wrote a check on February 17, 2015 for full payment of the entertainment center which cleared successfully. The check was in the amount of $1,910.39. A few days later I received an e-mail message from the sales representative that sold us the entertainment center stating that the company couldn't sell the entertainment center as we saw it configured on the showroom floor with the bridge component included. Supposedly, Ethan Allen deemed it as being "unstable". The sales representative asked if we wanted to go ahead with the purchase and take delivery on the unit without the bridge component included. I responded to her message stating that we wanted a full refund because that is not what we had purchased. Now, Ethan Allen will NOT give me my $1,910.39 back as promised. I was told that it would take 10-14 days to get my refund by one person, 4-6 weeks by another employee in the same store and that it would have to be issued by "corporate". I called corporate and they said that the refund should be issued to me at the Ethan Allen store for which the original purchase was made. None of the Ethan Allen employees' stories match. I have been told four different stories by four different Ethan Allen employees. I want my $1,910.39 back as soon as possible. This whole process has been simply unbelievable. This Ethan Allen store's business practices are unscrupulous. Multiple employees have lied to me about this refund process. All I know is that we have never taken delivery on a single stick of furniture and I am out $1,910.39. Please help!

Desired Settlement: I want my $1,910.39 back within one week at the very latest. Someone has taken my money and will not return it. If the BBB cannot resolve this issue for me then I will be pursuing legal action within the next 10 business days.

Business Response:

To Whom This May Concern,

Thank you for forwarding this email.  This situation has to do with Ethan Allen Global and not the hotel.  Attorney **** ******, our lead council, has already handled this situation and the customer set. 

I apologize for my delay in getting back to you.  If you need further assistance, please feel free to let me know. Thank you!

Best, ****** **************, General Manager, Ethan Allen Hotel ***** ********

 

 

 

Business Response:

We would like to thank you for allowing us to address Mr. ******** concerns.

We have reached out to ***** *******, Regional Operations Manager, to discuss the refund arrangements for his Entertainment Center.

While our retail system does not provide support for the refund, Mr. ******* authorized the refund as Mr. ******** requested. A refund in the amount of $1910.39, which is the full retail amount paid for the Entertainment Center was processed on 3/23/15 & cashed on 3/31/15. Per Ethan Allen's Terms and Conditions, we must refund against the original method of payment.
Thank you,

*** *******
Ethan Allen Corporate Office
Client Services

Ethan Allen Global Inc.
**** *** **** ******** *** ********** ************ *** ************
**************************

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
****** ******

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm filling this complaint today because the furniture I purchased is not the quality of furniture that was represented. The paint is coming off the table, and the seat cusion does not sit square with the seam of the seat. I have contacted Ethan Allen several times to get this problem rectified. Unfortunately we are boy coming up with a solution that I see fit. The furniture is extremely poor quality not what I expected from such a high end brand. What's worse is the customer service is even poorer.

Desired Settlement: In the beginning, I just wanted them to fix the issue but due to the poor service I never want to do business with them again.

Business Response: We would like to thank you for allowing us the opportunity to address Ms. ******’ concerns.
We have reached out to the local Regional and District Managers for their review.  I was advised by Mr. ***** **********, Ethan Allen Customer Service Specialist, visited Ms. ******’ home twice to take care of both issues.  The first time was for an inspection where it was determined parts were needed for the chair and the table had some use damage in which he offered to take care of as a courtesy.   Ms. ****** agreed to let them order the part for the chair, but refused his offer to touch up the table as a courtesy.  
After that visit, Ms. ****** visited the Ethan Allen Design Center to voice her frustration regarding the table, both the Manager and Mr. ********** agreed that they would not be offering Ms. ****** a new table.  
Mr. ********** went back a second time to install the new part as well as touch up the table again as a courtesy and again Ms. ****** opted out.  The chair is currently operating within Ethan Allen Standards.  


Regards,
Ms. ***** *********
Client Services Representative

Client Services
ETHAN ALLEN GLOBAL, INC.
***** ***** ***** **** *** **** ******** ** ********** ************   *** ************ ****************************


Consumer Response:  
Complaint: ********

I am rejecting this response because:Nothing is being done to remedy the poor quality product I was giving. In the message I received they mentioned I stopped in to voice my complaint. That is false, unfortunately what it sounds like, is that there are so many complaints they can't keep track. I've reached out through telephone only and have yet to get a response. ***** has come out but the issues are not fixed. The cusion is still not sitting square in the seams and the table is still sensitive at best. I don't feel comfortable even touching the table because it mars so easily. My next step is to contact the news so they're can do a story on the terrible customer service and poor quality. 

Sincerely,

***** ******

3/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Furniture that was ordered in November, promised end of Dec, and 1st week of January still isn't here. I was told 2 weeks ago by *****, manager at the ********** store, that both sofas were being put on the truck back east, and the "absolute latest delivery date" is Feb 9. My husband called today to check on delivery. Sofas aren't in **, and my leather couch is on the production line... REALLY!!! 2 weeks ago I was (lied to) told it was being put on a truck!!! ***** told my husband delivery would be in late March. I called ***** and told her I want my deposit back ($2000 of $6000). She will not return it. Will not let me cancel my order. I would never have ordered furniture from them if I knew delivery would be 4 1/2 months, at best. I'm sure the employees at Ethan Allen new this, as who would wait that long for furniture? Are they told to LIE to customers? I told ***** that I now want furniture from their showroom delivered to my house, until my order comes in... "She'll call me back..." That was HOURS AGO, and she hasn't called back.

Desired Settlement: I want a refund of my deposit, and my order with them cancelled

Business Response:

We would like to thank you for allowing us to address *** ******* concerns.

We have reached out to **** **********, Customer Service Manager, to discuss the arrangements for her leather and fabric sofas.  

On February 9th, *** ***** was working with the delivery team to schedule delivery of a loaner leather sofa and delivery of her fabric sofa.  The loaner was offered at no charge and *** ***** was asked only to pay the balance for the new item delivered.  *** ***** opted to back out of the agreement, saying they did not wish to pay for the new sofa and choosing instead to wait for both items to arrive and be delivered together.

*** ***** has been given an accommodation of $629.00 for the delay.  She was offered the opportunity to cancel, but has chosen instead to wait for delivery.


Thank you,

***** ******

Client Services Representative

Ethan Allen Global, Inc.%

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I was not given the option to cancel.  I requested cancellation and was flatly REFUSED.

Sincerely,

***** *****

Business Response:

Thank you for allowing us to address **** ******* concerns.

We have been advised by **** **********, Customer Service Manager that both Mr. and Mrs. Deuel have agreed to wait for the remaining item to arrive.  They have been given an additional $200 discount for the delay.  They are aware that the last item is due to be in ******* the last week of March. 

Design Center Manager, ***** ****** has spoken to both *** *** **** ***** a few times within the last week. **** ***** was advised the Design Center was willing cancel.  They said they preferred not to, as they had already waited this long.

Thank you,

***** ******

Client Services Representative

Ethan Allen Global, Inc.


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2/12/2015 Delivery Issues
1/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a couch on 7/7/2014, I was the couch would be in on 9/23/2014. Then it was 10/7/2014-10/13/2014. Then it was 11/17/2014. Then it was 12/7/2014. I talked to the *** ******. I told him that this was riduculous. He offered to refund my delivery charge. I told him that this wasn't acceptable. I told him that the floor model was what I wanted. And I would take the floor model at a discounted price next week. He said no. I said I would like my money back. He said that he would take me to court.

Desired Settlement: The floor model for 1000.00 off. Delivered to my house. By 11/17/2014 or Sooner

Business Response:

Thank you for allowing us the opportunity to address Mr. ******** concerns. 

 

 At Ethan Allen, our goal is always to ship products as soon as is possible. 

I would like to extent my apology on behalf of Ethan Allen for the delays in shipping Mr. ********’s recliner. I have shared your feedback with the Vice President at our manufacturing facility and we were able to identify an opportunity for improvement within their operation so a similar situation does not occur in the future and were able to identify an opportunity for improvement within their operation so a similar situation does not occur in the future. 

I have also shared Mr. ********’s comments with the local principal Mr. *** ****** for Ethan Allen ***********.  Mr. ****** has advised he is not able to offer Mr. ******** the incliner at a 50% discount. 

 

After careful consideration, although we understand Mr. ******** is unhappy, we are unable to accommodate his request.


Respectfully,


***** *******

Consumer Response:  
Complaint: ********

Dear Mr. *******,

Ethan Allen failed is just about every one of your Leadership Principles. I ordered the couch on July 7, 2014 and did not receive it until the third week in December. Mr. ****** never once called me to apologize or offer any type of compensation for the delay of my couch. Your customer service wasn't helpful either. They even called Mr.****** on my behalf. I was told 3-4 different delivery dates with NO explanation why. My offer of 50% off yes was aggressive. I was told by Mr. ****** that I should just get a lawyer after I told him I didn't want the couch. I was offered not to be charged the delivery fee. Then I told Mr. ****** that was an insult. And in the end I didn't even get that discount. On the Ethan Allen website it states 9-12 weeks for delivery. It took 23 weeks and all I get from you or Mr. ****** is Sorry. All I have to say is Thank you for showing me what it is to deal with a company that Does Not Live up to it's Leadership Principles or Care for it's customers. Or hold anybody accountable.

Thank you

*** ********

Leadership Principles

Good governance is good for profitability – and good for our talented and committed team. As a group we embrace ten key Leadership Principles, which define our commitment to excellence. Living by these principles is paramount. They are the compass that guides us to achieve our full potential, both as individuals within the company and as a major player in the industry.

Leadership

Provide leadership by example.

Change

Understand that change means opportunity and do not be afraid of it.

Accessibility

Be accessible and supportive, and recognize the contributions of others.

Speed

Maintain a competitive advantage by reacting quickly to new opportunities.

Client Focus

Our first responsibility is to our clients. Client service is our highest priority.

Hard Work

Establish a standard of hard work and practice it consistently.

Excellence + Innovation

Have a passion for excellence and innovation.

Priorities

Establish priorities by clearly differentiating between the big issues and the small ones.

Confidence

Have the confidence to empower others to do their best.

Justice

Always make decisions fairly. Justice builds confidence and trust, which in turn encourages motivation and teamwork.

Sincerely,
****** ********




Sincerely,

*** ********

Business Response:

Thank you for allowing us the opportunity to address Mr. ******** concerns. 

 

We are sorry to hear Mr. ******** continues to be unhappy regarding this matter. 

I would like to extend my apology on behalf of Ethan Allen for the delays in shipping Mr. ********’s incliner.

I have shared Mr. ********’s comments again with the local principal Mr. *** ****** for Ethan Allen *********** for opportunity for improvement so similar situations do not occur in the future. 

We'll keep working to improve and give our clients the very best service possible.

1/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently received 6 Sage bell Lampshades as a gift. As I only needed 2 i returned 4 to the store for refund. After researching the issue they informed me that 4 were purchased on clearance (and are therefore not returnable) and 2 purchased at full price for a total of $78.61. I said "ok then please credit the 2 full price shades and i will pick up the other 2". The guy (**** in Operations) said "ok". the next day i receive an email from the district operations manager) telling me that i was shipped 4 in error and there will be no refund. So, what happened to the 4 purchased on clearance? What a shady shop this is. I am due my $78.61.

Desired Settlement: I would like a credit of $78.61 in exchange for the 2 lampsahdes I returned to the store.

Business Response:

We would like to thank you for allowing us to address Ms. *****’s concerns.

We have reached out to ***** **********, District Operations Manager, to discuss the refund arrangements for her Sage Bell Chandelier Shades.  

While our retail system does not provide support for the refund, Mr. ********** authorized the refund, as Ms. ***** requested.  A refund in the amount of $78.61, which is the full retail amount paid for the 2 Sage Bell Chandelier Shades was processed on 1/9/14 and a receipt was forwarded to the client. Per Ethan Allen's Terms and Conditions, we must refund against the original method of payment.  The amount of $78.61 has been credited to the **** card provided at point of sale, ending in ****.

Thank you,

***** ****** ****** ******** **************

Ethan Allen Global, Inc.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

12/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received the rug I purchased for $1,800 on November 7, 2014. I noticed after delivery that the one end of the rug was rolled up and we could not walk on the rug without tripping. This is a hazardous rug and needs to be replaced. I reported this to Ethan Allen ****** ******* she said a technician would be at my house within 2 days. Well this guy **** showed up on December 5, 2014 and he brought a steam machine looks like he purchased it in ****** and was walking all over my rug and put the steam machine on it. **** was making comments that it was defective but that to let the steam water dry and if it still lifts that "Ethan Allen would have to replace the rug." I was satisfied that they sent someone out and that he had concured that the rug was thinner on the one side and not as thick as the other side which is why is was lifting so high. About a few hours after **** left the rug lifted even worse. So I called ****** and reported this that is is worse now and ****** is challenging me stating she is sending someone else now to my house. I don't need another technician to my house. This is unacceptalbe and the calibor of the name brand Ethan Allen and I have been a repeat customer Ethan Allen should be ashamed of themselves that they have employees like this. The rug should be replaced OR my money returned this was not a cheap rug and I should not have to settle for these inconveniences of keep sending people to my house.

Desired Settlement: I would like to accept a new replacemnet rug immediately that is heavy wool on both sides so it doesn't roll. This is a hazardous rug to have in my den and someone could trip and fall and there will be a lawsuit. This needs to be replaced immediately. If you can kindly advise as soon as possible regarding my dispute with Ethan Allen. They should stand by their products they sell and accept this rug is defective and needs to be replaced immediately.

Business Response: We would like to thank Ms. ***** for allowing us the opportunity to address her concerns.

I was advised by Mr. *********** **********, Regional Operations Manager, a new rug has been ordered per Ms. *****'s request.  Mr. ********** has left several messages for Ms. ***** and has not received a return call.  He can be reached at *** *** **** ****
Regards,
***** *********  ****** ******** **************
Ethan Allen Global, Inc
***** ***** *****  ******** *** *****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

You can close the file. The company had ordered a replacement rug.

Sincerely,

****** *****

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 16, 2014, I purchased $6,151.71 of furniture from Ethan Allen in *********, ******** (*********). The furniture that arrived was heavily damaged, which is a fact that Ethan Allen agrees with. Ethan Allen even had a its own technician come to my home to view and try to repair the furniture. His report indicated that he was not able to repair the furniture and he included a whopping 47 of pictures of damage in his report. At an in-person meeting on June 4, 2014 with Ethan Allen representatives (******* *****, ******** ********** *******; and **** *******, ******* of the Ethan Allen ********* store), they promised me that I would receive new furniture to replace all of the pieces they deemed to be damaged beyond repair (I ordered a total of 11 items and the Ethan Allen representatives deemed 8 of the pieces to be damaged beyond repair). The cost of the 3 items they did not deem to be damaged items was $887.4, with the damaged items constituting the remainder of the $6,151.71 total. On June 9, 2014, I received an email from an Ethan Allen representative stating that my replacement furniture would ship around July 28, 2014. It is now October 8, 2014 (over four months since my in-person meeting with the Ethan Allen representatives), and Ethan Allen still refuses to give me a delivery date for the replacement furniture. In addition, despite ******* ***** saying that she would update me during the week of September 21, 2014, she has not been in touch with me nor has she even bothered to respond to an email I sent her. In addition, I will note that the Ethan Allen team has been an absolute nightmare to deal with in terms of customer service. I feel I have been treated absolutely horribly during this nightmare purchasing experience. It has now been eight months since I purchased the furniture from Ethan Allen and Ethan Allen has not made good on the contract we entered into, nor treated me appropriately in this matter. At this point, I would like a full refund of the money I paid them.

Desired Settlement: I would like a full refund of the money I have paid Ethan Allen.

Consumer Response:

Hi ******* ****,

I had filed Better Business Bureau Complaint ID ******** (against Ethan Allen), and you are the assigned Complaint Consultant.  Ethan Allen has resolved my complaint to my satisfaction, so please close the complaint.  I have cc'ed the Ethan Allen representatives to this email.

Thanks,

****

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a ****** console table from Ethan Allen. The measurements were given to the designer of the house and the table was GUARANTEED to fit in the room. The sales associate, ******, also guaranteed that the table would fit in the room after being given the proper measurements. When the table was delivered, it could not even fit through the doorway of the home and most definitely could not fit in the room it was supposed to be placed in. I have tried to contact Ethan Allen on ******* ****** multiple times to speak with someone about a refund and the sales associates and management have been extremely unhelpful. I have even tried to specifically contact ******, the sales associate that guaranteed the table would fit, and she is completely unavailable. The table was purchased for $899 retail. The deposit amount that should have been refunded is $527. There was a $269 "restocking fee" that was charged. No refund was given, but instead an in-store credit of $257.30 was given. After purchasing a table that was GUARANTEED to fit in the room at $899, a full refund of the deposit amount is desired.

Desired Settlement: The deposit amount of $527 is desired.

Business Response:

Thank you for contacting Ethan Allen. We appreciate the opportunity to address *** **** concerns.

I have been in contact with local principal, *** ******* **********. *** ********** states that the console table was delivered with no problem entering through the doorway or in placing the table in her space

When *** ** asked to return the table, he complied with her request, and, as stated in the terms and conditions of her sale contract, applied the appropriate restock fee.

While we understand *** **** disappointment, no further action with be taken, but we again thank you for contacting us.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I was told that we were able to reject the item if we no longer wanted it and that is what I did. The table did NOT fit in the space it was supposed to fit in, which is why we decided we no longer wanted the table and asked them to return the table to Ethan Allen. The return and refunds policy outlined on your website is as follows:

"Merchandise delivered to or picked up by the customer may be returned for a refund, credit, or exchange for up to 72 hours following delivery or pick up, subject to a return handling charge due and payable by the customer equal to 15% of the purchase price of the merchandise returned or exchanged plus a ******* **** Delivery pick-up charge equal to the original ******* **** Delivery charge. All returns, whether for refund, exchange, or credit, require that proof of purchase be presented and that the merchandise be in the same condition as it was at the time originally received by the customer."

We did not even use the table so it was in the exact same condition as when it was purchased. It states we are entitled to a REFUND, not only store credit. It does not state anything about a "restocking fee" which is why I reject this response and am still seeking the full refund of the deposit fee, a total of $527.

**** **

Business Response:

We have revisited ** **** issues with *** ******* **********, principal of the *** **** Ethan Allen.

The return policy outlined on the web clearly states, as quoted by *** ** that returns are may be accepted within 72 hours, and that a restock or handling fee will be applied.

Return policies vary by location. *** ********** states that the contract signed by the client clearly outlines his return policy, which is very similar to that of internet sales and that a restock fee will be applied to any return accepted by that location.

While we do understand *** **** disappointment, we feel that *** ********** has made his position clear, and the restock fee stands.

Thank you for allowing us the opportunity to provide clarification.

9/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted Ethan Allen on numerous occasions to remove me from their mailing list because I receive too many of their catalogues. I called their ************* ** office at *** ********* and spoke with the Manager who promised me my name would be removed from their mailing lists. That did not happen. On June 3, 2014 I spoke with ***** at Ethan Allen Global Headquarters at ###-###-####. ***** promised me he would ensure my name and address would be removed from their mailing list. It is now Sept 8th, 2014 and I continue to receive Ethan Allen catalogues.I want them to remove my name and address.

Desired Settlement: I want them to remove my name and address and stop sending me advertising material.

Business Response:

We would like to thank you for allowing us the opportunity to address *** ******** concerns.

On June 3, I personally spoke with *** ******** regarding removing her name from our mailing.  I personally removed her name and address from our mailing system.  Our Marketing specialist has reviewed our records dating back to June and has verified *** ********’s information have been removed from our mailing list since June 4th.  Our catalogues are shipped on a monthly basis and it may take up to 4 months for the catalogues to stop.  We have also contacted ******** once again to make sure *** ********'s information is not shared again with Ethan Allen Global. 

***** *******

Senior Client Service Representative

Ethan Allen Global, Inc

Consumer Response:  
Complaint: ********

I am rejecting this response because: The marketing material I continue to receive is from the ************* ** Ethan Allen store.  I believe Ethan Allen can and should stop mailing me immediately.  It should not take 4 months. Their response is not acceptable.

Sincerely,

***** ********

9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I continue to receive catalogs and mailings after calling the company 5 times over the last 6 months to cancel all mailings, advertisements, catalogs, etc.. Each time I call, I am told that mailings can continue for 4 more weeks. The mailings have not stopped.

Desired Settlement: No settlement. Just a BAD MARK against Ethan Allen for harassing customers after request for stop all mail has been placed numerous times.

Business Response:

We would like to thank you for allowing us the opportunity to address *** ******** concerns.

Our Marketing Specialist has reviewed our records dating back to January 2014 and has verified *** ****** is on the July 2014 do not mail list. Our catalogs are shipped on a monthly basis therefore it takes 3 or 4 months to process a removal. Since *** ****** was added to the do not mail list in July she will receive one more catalog in September between 9/3 -9/8. No further mailings will be shipped starting October 2014 to honor her request.

Best regards,

******* *******

Corporate Client Service

ETHAN ALLEN GLOBAL, Inc

**** *** **** ******** ** ********** ************ *** ************

Consumer Response:  
Complaint: ********

I am rejecting this response because: I HAVE CALLED ETHAN ALLEN, REPEATEDLY, FOR THE LAST 6 MONTHS. THE COMPANY TELLS ME THIS EACH TIME I CALL. NOW, I SEE IT IN WRITING. BUT, I AM ASKING MYSELF, WHY SHOULD A STATEMENT IN WRITING BE ANY DIFFERENT THAN ONE (MORE, ACTUALLY) OVER THE PHONE WHEN THE COMPANY TELLS ME THE SAME THING?

 
BBB, THANK _YOU_ FOR TAKING THE TIME TO DO BUSINESS PROPERLY.
 
WHAT'S THE NEXT STEP?  I ASSUME THAT YOU WILL TELL ME TO WAIT FOR ANOTHER 6 MONTHS. AT LEAST NOW, WE HAVE A WRITTEN RECORD OF THE COMPANY'S POOR MANAGEMENT OF CATALOG ORDERS/CANCELLATIONS AND A RECORD OF THEIR NON-ENVIRONMENTALLY AWARE ACTIONS.

Sincerely,

******* ******

9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I placed my order with the salesperson, I was very clear that I did not want to have or pay for delivery of my items. we live close to the store and they would easily fit in our car. My salesperson agreed to this, and deleted it from the order. I then made the required downpayment. The next week I received a revised order form with the delivery charge added back. I called the store and was told this was the only option I had. I think it is reprehensible to add a charge when the salesperson and I had agreed that it would not apply to my purchase. This was done without any further discussion with me. This whole business is simply "wrong."

Desired Settlement: Take the delivery charge back off my order and allow me to pick up the items from the store without charge as agreed.

Business Response:

To begin with, we would like to thank *** ******** for allowing us to address her concerns.

I have reached out to regional management and was advised by **** ***** ******, Customer Service Manager that local management has elected to remove the delivery fee from the client's order.   *** ******** is being sent a copy of the revised order, via U.S. Postal Service.

Respectfully,

***** ******

Client Services Representative

Corporate Client Services

ETHAN ALLEN GLOBAL, INC.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED A SOFA ******** $2279 AND LOVESEAT ******** $2009 AT STATED MEASUREMENTS, ITEMS WERE DELIVERED ON 6/23/14 AND I NOTIFY SALES AGENT ON 6/25/14 OF DISCREPENANCIES IN MEASUREMENTS - SOFA ******** AND LOVESEAT ********. ETHAN ALLEN TECH CAME OUT AND STATED IF MEASUREMENTS ARE WITHIN TWO INCHES THAT IS ACCEPTABLE TO THEIR STANDARDS; ALTHOUGH HEIGHT IS NOT. I REPLIED I AM NOT SATISFIED AND THIS IS UNACCEPTABLE FOR THE MONIES PAID FOR THE PIECES OF FURNITURE. I HAVE CONTACTED THE SALES AGENT AND "HE WAS BACK IN THE STORY YESTERDAY" NOTHING ELSE. I WISH TO HAVE THIS ISSUE RESOLVED.

Desired Settlement: IF REPLACEMENT SOFA AND LOVESEAT CANNOT BE MADE TO CONTRACTUAL MEASUREMENTS AND THEN FULL MONIES REFUND OR DISCOUNTED PRICE AGREED WITH BOTH PARTIES.

Business Response:

We would like to thank you for allowing us the opportunity to address *** ******** concerns. 

 

I have been in contact with the local principal for Ethan Allen *********  *** **** ******* has advised, he has personally reached out to *** ******* and together they are working toward a fair resolution to this matter.

9/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/28/2014 Problems with Product/Service
7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled an order because of delivery issues in plenty of time . Ethan Allen new I had to have Furniture before a certain date due to me leaving for 6 months and they changed delivery due to fabrics not being a available . They are refusing a refund .

Desired Settlement: Full refund should be expected due to their change in our agreement

Business Response:

At Ethan Allen, our goal is always to ship products as soon as is possible.  We truly apologize for the delay in shipping *** ********* furniture.  I have been in contact with the local Ethan Allen design center and I have been advised **. ********* order has been canceled and a refunds has been issued.   We truly appreciate client's feedback and would love the opportunity to work with *** ******* in the near future.  

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

7/11/2014 Problems with Product/Service
7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On April 1, we brought a 6' wide ****** ******* Blind to Ethan Allen's service Center to be repaired due to defective cord locks no longer functioning and damaging the cords. They said they would call when the warranty work was complete. When I went to pick up the blind, they said there was a $55 repair charge. Our Lifetime warranty states that as a Dealer/Distributor, they are obligated to repair or replace all defective parts at no charge. They said that the parts were covered under a 7 year warranty. We purchased our blind in 2002 before ****** ******* started adding that 7 exclusion to their lifetime warranties. *** ******** at Ethan Allen refused to return our blind to us until we paid the $55 charge. ******** said that they would lose money because we didn't purchase the blind from them so there was no markup for them to receive profit on it. Basically, they argued with us for the next 3 weeks that our warranty only covers those defective parts for 7 years. We gave them a copy of our warranty which shows no such exclusion, so then on April 25th (almost one month later) Ethan Allen employees changed their story and started to claim that it falls under "normal wear and tear". They say that since the blind is 12 years old, everything wrong with it would be normal wear and tear. They refuse to honor the Lifetime warranty and return our blind. They even went as far as saying that they would be sending the blind back to the shop to have them undo/reverse their work and that we should pick up our blind in the same damaged/broke condition that we brought it in for no charge. How do you like that for a "win, win" solution? This statement came from **** ******* the General Manager of Ethan Allen. When we came in to get our blind from them, *** ******** was very unprofessional, "snappy" and told us to leave and that he would call the police.

Desired Settlement: We want Ethan Allen to honor the Lifetime Warranty and repair the blind with no charge as the warranty says they are obligated to do.

Business Response:

Thank you for forwarding the concerns of ******** and ****** ********* with regard to correction of blinds from the **** ****** Service Center. The **** ****** Design Center is Independently owned and operated. We contacted Local Management directly regarding the concerns of Mr. and Mrs. *********. We have been advised the *********s picked up their repaired ****** ******* blind on Monday May 5, 2014 at the Service Center in ********. There was no charge for the repair.

Consumer Response:  
Complaint: ********

I am rejecting this response because:  The Service Center is called Ethan Allen Service Center, not **** ****** Service Center and is in ******** not **** ******.  ****** ******* Blind Company said they are both authorized dealers and are both obligated to honor the warranties so it does not matter that they are independently owned.  We first went to Ethan Allen furniture store in **** ****** and they told us to take our blind to The Ethan Allen Service Center in ******** for warranty work.  They did repair the blind and finally returned it to us after holding it hostage for one month and they charged us $55.00 for the repair and will not honor the warranty.  *** ******** of the EA Service Center (on May 5th when we were finally allowed to pick up our blind), says we have an outstanding invoice for $55.00 and it will be on record there and that we can never shop there again.  He threw us out and said he was going to call the police on us.  We've never been treated such a way by a business before.

Sincerely,

******** & ****** *********

Business Response:

Thank you for sharing the *********'s most recent feedback. We have contacted **** *******, General Manager of the **** ****** Design Center for review. Mr. ******* informed the Service Center for the **** ****** Design Center is located in ********. Ms. ******** was referred to the service center advising they would facilitate a repair, but anything not covered under the warranty would be charged.

It was determined due to "normal wear and tear" from 14 years of use the cords failed. Mr. ******* noted under the warranty, "The warranty does not apply to conditions caused by normal wear and tear upon the product." A "newer upgraded cord route system and 2 new cord lock" was included in the restring price of $55, straight labor cost with no upcharge. Mr. ******* advised he made an accommodation to repair the blinds at no cost and considers the matter closed. Based on the interactions with the service center after the blinds were provided at no cost, a request was made for the *********'s to pursue another ****** ******* dealer for future business.

Thank you in advance for your time and assistance.

Consumer Response:  
Complaint: ********

I am rejecting this response because:  

 
**** ******* has misinformed Ethan Allen Corporate.  First off, when the blind was brought to the service center, we were NOT "informed anything not covered under warranty would be charged."  The only conversation that occurred was that the blind was under warranty, the left cord lock failed and caused damage to the cords so the blind no longer goes up and down.  And a receipt was given to us for the blind with NO information of any possible charges.  We were told by Ethan Allen that this was a warranty repair.
 
Secondly, the blind is only 12 years old not 14.  I have other blinds in my house that are 30 years old and still function just fine.  These blinds are supposed to last a lifetime.  Just because a blind is 12 years old is no basis for making a determination that it is normal wear and tear based on its age.  The company that fixed the blind...******** ******* stated that the cord locks were not sufficient for the weight and length of the blind and that ****** ******* has had to upgrade the cord locks as they know they are defective.  ******** also confirmed that the cords were damaged by the defective cord lock .  There was never ANY talk of "normal wear and tear".    This response confirms this to be true as they do acknowledge that the two new upgraded cord locks were installed.
 
Thirdly, they still continued to charge us the $55 and refuse to honor the lifetime warranty.  *** ******** told us that we have a debit of $55 on our account and cannot purchase anything from Ethan Allen until that debt is paid.

Sincerely,

******** & ****** *********

Business Response:

We have reviewed the *********’s response with **** *******, General Manager of the independently owned Design Center in **** ******.  Mr. ****** informed there is no fee to be collected from Ms. *********.  The blinds were provided at no charge.  Ethan Allen Corporate considers this matter closed.  Any further inquires may be addressed with Mr. *******.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a sofa from Ethan Allen on March of 2013 costing approximately $2500. Included in the price was an upgrade that we requested for a more durable fabric. It was delivered and we accepted it. Shortly after in september we noticed a sheen in the fabric that looked as if it had already been worn or brushed back and would not correct. We contacted the store and discussed the issue with a sales associate, having felt as if they were not resolving the issue we contacted a client service manager. We were then directed back to the store manager **** ********. EA then came to our house and inspected the sofa and agreed there was a problem with the fabric. We now understand the fabric is no longer available. We also feel as if we have done everything on our part. We were now asked to pay for new fabric so EA can reupholster it. We should not be paying for anything.

Desired Settlement: We have agreed to pay $350 for new fabric that I feel WE SHOULD NOT PAY just to resolve the matter. This process began last fall and due to issues with weather and illness on the EA associates part the time line for resolving this matter is completely horrendous. After paying all this money we are now asked to allow EA to remove the sofa and reupholster it. I feel as if they do remove the sofa EA should give us a loaner because we as per the sales agreement paid the total sum for the sofa.

Business Response:

To begin with, we would like to thank Mr. and Mrs. ***** for allowing us to address their concerns.

I have reached out to ******* ******, District Design Manager and ***** *****, Regional Vice President, to discuss the arrangements to reupholster and provide the *****es with a loaner.  I was advised that they called and spoke to Mrs. *****, as Mr. ***** was unavailable.  Mrs. ***** was reminded of their agreement to a $350.00 cost to her and her husband and that the Design Center was ready to arrange for a loaner while their item was being reupholstered.   Mr. ***** was invited to reach out when he is available to review any of the above. 

Respectfully,

***** ******

Client Services Representative

Corporate Client Services

ETHAN ALLEN GLOBAL, INC.

Consumer Response: DC:
Complaint: ********

This matter was never resolved because of the inefficiency of the customer service and is still ongoing. This INEFFICIENCY cost EA and me the consumer wasted TIME and MONEY!! We spoke with the manager **** ******** who had PROMISED a replacement couch after removing the defective couch for reupholstering. On July 5th we were expecting that the couch to be reupholstered was to be removed. A "loaner" couch was to replace the couch we PAID IN FULL. THIS DID NOT HAPPEN!! WE have done everything that EA has asked us to do. We are expecting that EA will recognize the significance of this matter and refund us completely the extra amount we were charged for reupholstering.

We have currently paid approximately $175 for the new fabric for reupholstering just to help move this issue along. We do not want store credit I would like a complete refund for the amount that we have paid. Not to mention the fact that we paid an additional amount for a more durable fabric which was not the case. We as a consumer were not satisfied with EA and will further pursue this matter with our local consumer protection agency. I want a complete refund on any extra amount that I pa

Sincerely,

******* *****

Business Response:

I have discussed *** ******* concerns with ******* ******, District Design Manager and ***** *****, Regional Vice President. This was a courtesy service performed for *** *****. *** ******* **** ****** ****** is allowing the recovery of their sofa, although it was deemed within standards by our technicians and factory. The Design Center agreed to accommodate the labor cost and part of the fabric, if *** ***** would take responsibility for half of the cost of the fabric. Unfortunately there have been some delays in the receipt of the re-selected fabric.

Thank you,

***** ******

Client Services Representative

Corporate Client Services

ETHAN ALLEN GLOBAL, INC.

1 Ethan Allen Drive
Danbury, CT 06811
Phone: ###-###-#### Fax: ###-###-####

Consumer Response:    
Complaint: ********

I am rejecting this response because:

The overall process with customer service was extremely difficult and inefficient.  The representative was rude and inconsiderate.  In addition to my wasted time dealing with this issue I believe we should pay nothing. We purchased a fabric at extra cost that did not meet our satisfaction.  We could have resolved this matter sooner. The only reason we agreed to pay half of the amount was to just get this issue resolved.  The day the replacement couch came I took of work and could have made the money I spent on this replacement fabric.  It wasted my time and not to mention the fuel cost to EA for having to pick up and deliver the temporary couch twice because the delivery was not handled properly. We will still be expecting reimbursement for the money we paid for reupholstery. This was a poorly handled matter and I WILL NEVER RECOMMEND ETHAN ALLEN TO ANYONE WHEN PURCHASING FURNITURE!!

Extremely disappointed,


******* *****

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased furniture for our living room from Ethan Allen. Upon it's arrival, while the furniture was being set up, my husband began having some health problems with the furniture. His eyes started bothering him, they were itchy, watered a lot and caused him to blink repeatedly. We were told by our Ethan Allen designer who was at our home at the time, ********* *****, to give it time to "air out". After a few days, the problem did not seem to be going away. My husband spoke to Mrs. ***** again and they agreed that we should remove the rug from our living room to see if that was what was causing the problem. With the rug in our garage, the problem continued. We continued to report our concerns to Mrs. ***** at which time she and another designer visited our home to try to find other solutions to the problem. We tried having my husband sit on the cushions without fabric and the fabric alone and were able to figure out that it was the couch fabric that was causing his problem. They offered to replace only the cushions but not the fabric and suggested that we have the couch cleaned. When the cleaning crew arrived they said cleaning the couch would not make the problem better but may make whatever was bothering my husband worse and would render the couch no longer "new". We then began speaking with ***** *******, Regional Operations Manager and he offered us a customer care allowance (15% of our purchase price) and a 40% discount on new fabric for us to then pay more money to an independent upholsterer to have the couch recovered. Although these are concessions, they are not acceptable to us. They involve us spending even more money for a couch we have already paid for when what we really want is for the couch to be removed from our home and our money to be refunded. I have also contacted their corporate customer service by email and they then contacted Mr. ******* and repeated the same offer. The health issue persists, and we have lost the normal use of our living room for months.

Desired Settlement: We would like the couch removed from our home and our money to be refunded.

Business Response:

We regret that Mrs ****** is  dissatisfied with the final determination regarding her  sofa. As originally advised we have revisited her concerns with ***** *******, Regional Operations Manager as well as the Regional VP Kathy Bliss.

The original offer of 15% back to cover the re-upholstery charge and 40% off of the fabric reselection still applies should she wish to reconsider. We believe the offer made locally is fair.

Should Mr & Mrs ****** wish to proceed they should  contact Mr. ******* directly at ###-###-####.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
It is the same unacceptable offer that prompted me to write to the Better Business Bureau in the first place. Ethan Allen has repeatedly failed to take responsibility for this piece of furniture that is causing my husband health problems. The only acceptable response is to take the furniture back and refund us our money. Anything short of that fails to resolve the situation. The 15% that Ethan Allen is pledging was already offered to us to pay for a portion of reupholstering the couch, the remainder of which is to be paid by us, plus the cost of the fabric. Under this scenario WE have to pay even more money to fix the problem that their toxic couch is causing us. Because their organization is so confusing and hard to work with it is easy for them to let this issue get pushed around and move on. They have shown no interest in ensuring our customer satisfaction. We are extremely frustrated and totally unsatisfied with Ethan Allen's response to this issue. We have never experienced such a complete failure of customer service of any company with which we have business. This is the first time I have ever contacted the BBB, and my husband has never done so before, either. We feel we cannot silently allow a company to sell a product that causes a health problem then refuse, at the bare minimum, to take it back.  

Sincerely,

***** ******

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a rather expensive leather chair from the company less than 2 years ago and the right side has literally been dislodged from the chair. I called for a service visit over 2 weeks ago. My husband called again this this morning with assurance that we would receive a follow up call. It is 3:30 and I have yet to receive a call. It is not the delay of a service visit that annoys me it is the lack of communication.I need someone to call and give me a plan. In todays climate of ******** and internet abilities I will put their poor service out on the web if need be. Their choice.

Desired Settlement: A call to confirm a date to repair the chair

Business Response:

Thank you for forwarding the concerns of **** **** ******.  We contacted Regional Management directly to review her concerns.  We have been advised the District Design Manager contacted Ms. ****** personally to apologize for the breakdown in communication.  The technician has been scheduled for June 24th.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** **** ******

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a couch and agreed to go with Ethan Allen financing. When they opened my credit account the entered the wrong name, birthday and social security number when opening the account. I went online to make a payment I was not able to enter my payment. Then I called the customer service number and I was transferred to a customer service line in India, they were not authorized to update my account and gave the reason because it was past 2 months of my account being opened and there were more than 2 letters wrong in my name. They would however take my payment over the phone even with all the information being incorrect. It is very concerning they opened a credit card with 3 critical pieces of information wrong and then will not correct it when calling the customer service line.

Desired Settlement: I would like my account updated to reflect my first name accurately without having to mail a hard copy of my license to a random PO Box in ******* with more personal information on it. Why can the customer service reps just correct what was clearly multiple data entry errors on their part.

Business Response: Thank you for forwarding the concerns of *** ***** ******.  We contacted Regional Management directly to review her concerns.  We have been advised the Operations Administrator for *** ***** contacted *** ****** personally.  The Operations Administrator spoke with GE Capital regarding *** ******'s account and was told the account was under ***** *****r with the same address Ethan Allen has on file.  It was also verified that there wasn't an account under *** ******'s husband's name, just *** ******.  GE Capital also informed in order to make a name change on an account after 30 days an individual would need to send I.D.  The District Operations Manager additionally advised the designer contacted *** ****** on Monday whom *** ****** informed all was well with the furniture; the frustration was with GECC not being able to change account information over the phone.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Current complaint is separate from 1 previously filed. My decision to w/draw earlier claim stands. I registered a recent complaint (3/2014) with Ethan Allen's **** ****** ** store about the wear and tear of Colby style chair purchased in 2010. My complaint focuses on a solid line of faded/discoloration on chair cushion. An inspector, with decades of experience with Ethan Allen, came to my home & stated, w/o hesitation, that the wear the chair exhibits is from the chairs structure, specifically a raised area underneath the cushion that impacts directly on the seating cushion & it's fabric. Stated impact has created a solid approx. 1x21 inch line of discoloration, that being a solid line of faded material, on both sides of the seat cushion. Ethan Allen claims this line to be normal wear & tear. No one's physical presence or manner of seating would present with such a solid line. I asked for the chair to be re-upholstered. They said the chair is out of warranty. I know that. But this issue is related solely to the fact that the chair's structure created the obvious line of discoloration on the fabric. The discoloration is so out of the range of normal wear & tear that it defies any reason to suggest that it results from day-to-day use. I was told by ******* & Corporate Ethan Allen representatives that the chair is out of warranty & that they cannot take responsibility for every customer that has an out of warranty complaint, regardless of the complaint and regardless of the monies a customer has spent. Of note: their highly experienced home inspector, on his own accord, implicated the structure of the chair as causing the fabrics discoloration & he recommended re-upholstering. Finally, all customers, regardless of monies spent should be satisfied customers, but I spent $39K furnishing my home with Ethan Allen products. EA website claims customer service as number 1 priority. Note,the corporate rep who said she would contact me to follow/up, did so only after I left a mess. re: a BBB claim.

Desired Settlement: I would like the chair to be re-upholstered, at Ethan Allen's expense. Mr. ********, of the ** division told me that re-upholstering affects the integrity of the chair. The integrity of the chair is already compromised, however, a more durable fabric would help to minimize the chairs structural issue. Personally, I believe his comment to be untrue and an easy out regarding my situation. He offered as a solution a "casing" for the cushion, at my expense. At my expense is not an answer.

Business Response:

Ethan Allen's warranty guarantees that Ethan Allen furniture will be free from material defects in workmanship, materials, and construction for the number of years noted. The fabric on Ms. ******** chair is warranted for 1 full year. Our warranty is one of the best in our industry and the time frame has been set as our experience has shown that quality issues will show up well during that time. Based on the information we received, Ms. ********'s fabric is over 3 years old.

I have been in contact with ******* *******, District Operations Manager for the ******* area. Mr. ******* has advised based on the technician's evaluation report and photos it was determined the fabric had normal usage wear and confirmed no warranty issues were found. On April, 8th 2014 Mr. Moreria was in contact with Ms. ******** and offered to order a replacement casing and request a dye lot match at their cost because we value Ms. ******** as an Ethan Allen customer.

Since no warranty issue exists and after carefully considering all of the details regarding this situation, although we understand Ms. ******** is disappointed no reupholstery will be offered. I am sorry we could not offer the resolution Ms. ********* requested, and would like to thank you for taking the time to contact us.

Respectfully,

******* *******

Corporate Client Service

***** ***** ******* *** **** *** **** ******** ** ********** ************ *** ************

Consumer Response:  
Complaint: ********

I am rejecting this response because:

They have not provided any new information.  The new casing for the cushion that was offered to me in my phone call with Mr. ******* was to be done at my expense.  Such a remedy assumes finding fabric that is of the same dye lot to match the existing fabric on the chair (improbable even after one year from date of purchase).  If I wanted the chair to be re-done, in any fashion, on my dime, I would absolutely go to a re-upholsterer of my own choosing.  If that were the case I would not have filed this claim.  What has not been addressed is:   Ethan Allen's own inspector indicated that the discoloration of the fabric, and the shape of this discoloration, was due to a structural issue with the chair itself and same inspector suggested re-upholstering the entire chair in a durable fabric.   If it is not the structure of the chair and represents normal wear and tear as suggested by Ethan Allen,  I ask that Ethan Allen explain how an individual, sitting on the chair, could create such a fixed line of discoloration approximately  1x21 inches on both sides of the cushion, as was shown in the pictures they received from their inspector.  I believe such an explanation is anatomically impossible. 

Finally, from a telephone customer service perspective, please note that when I initially spoke to ******* at Corporate Headquarters she was delightful and helpful.  We had a few such phone calls, so I was encouraged that my concerns would be addressed.  In our second to last conversation she indicated that she or someone from Quality Control  would contact me within 48 hours about my chair.  I never received such a call.    I contacted her on Thursday prior to Good Friday and as it  was the holiday I let it go that I didn't get a return call that week.   However, I left her another message on Monday.  I left 2-3 additional messages that week asking her to return my call.  In that period of time I had the conversation with Mr. ******* in which I rejected his offer for me to pay for a new casing.  I was still waiting to hear from ******* or another representative.  My last phone message to ******* (the last of the 2-3 mentioned above) indicated my displeasure with Mr. *******'s offer and that I might consider a claim with the BBB.  Only then did I get a return phone call from *******.  ******* should have returned my phone calls regardless of my decision with Mr. *******.  When we did finally speak, her attitude was no longer delightful or helpful.  It was if we had never had a pleasant exchange.  She claimed that there was no reason to call me back as Mr. ******* and I had already spoken.  Poor public relations move on her part. 

I find it incredulous that so many people should have to spend so much time resolving an issue concerning one chair that in my and the inspector's opinion is an issue  related the chairs structural flaw. 

Thank you,
***** ********

Business Response:

We would like to thank you for allowing us the opportunity to address Ms. ***** ******** concerns. We have revisited Ms. ********' claim with local and regional management and although we understand Ms. ********' disappointment it has been determined a quality issue is not present with the fabric or the frame of her chair. The original offer made by Mr. ******* of a replacement casing at the dealers cost is still valid should Ms. ******** wish to reconsider.

We again apologize that we could not offer the resolution Ms. ******** requested, and would like to thank you for taking the time to contact us.

Respectfully,

******* *******
Corporate Client Service

***** ***** ******* *** **** *** **** ******** ** ********** ************ *** ************

 

 

 

 

 

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

It is clear that Ethan Allen wasted the time of their inspector who came to my home and discounted everything he said regarding the quality, or lack thereof, of my chair.  His words, the pictures he took of the chair, and the fact that no person sits on a chair leaving the mark of a solid line, defies the argument that this is normal wear and tear.  Ethan Allen's most recent response indicates that my case was reviewed again. That holds no credence with me.  It was reviewed to their benefit, again.  
I will never close this case.  

Sincerely,

***** ******** 

5/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I purchased a bedroom suite from Ethan Allen in ******** on 05/03/2013 for a cost of $7,136.44. Delivery was much later than promised. On arrival both the headboard of the bed and one of the dressers were damaged. The dresser was returned and eventually replaced. We kept the bed with the damaged headboard while waiting for it to be replaced. A replacement bed was delivered to our home on March 7,2014. This headboard had much less damage than the original one but still had a scratch that was visible to me and the two men who delivered it. The bed cost $2,192.15, before tax, so I don't think I should have to accept damaged merchandise at full price. I called **** ********* the identified owner of the ******** store, while the delivery men were still in my home. She verbally agreed on the phone to my offer of us keeping the original damaged bed and Ethan Allen providing us with a 50% refund on the bed. After three weeks we had not received the promised refund. I wrote several emails asking for the refund and gave a deadline of April 9th stating I would file a claim in civil court if they did not issue the promised refund. My husband called the store owner, left messages and sent an email. All attempts to make contact with the owner have been ignored. I would not recommend this store to anyone who is expecting quality merchandise or any kind of customer service.

Desired Settlement: I would like the promised 50% refund on the bed before May 9, 2014. The bed cost $2,191.15 plus GST. Including the tax the 50% refund should be $1,150,88.

Business Response:

We would like to thank Ms. ******** for allowing us to address her concerns.

I have reviewed this matter with local management as well as the local principal Ms. ******* ** ****** for Ethan Allen ********.  Ms ** ****** has advised, Ms. ******** ordered the Gramercy Bed and bedroom furniture.  The headboard came in with elliptical scratches on the front. 

In December a whole new bed was re-ordered.   When the new bed arrived and was delivered to Ms. ******** home, she refused the delivery to keep for the new bed and wanted to keep the first bed with the scratches.  She insisted to have Ms. ** ****** sell her the scratched bed at 50% off. 

Ms. ******** did not advise Ms. ** ******, she wanted to keep the original bed back in Sept. 2013 or the new bed would never have been re-ordered for her. 

Ms. ******* ** ****** has advised a refund has been issued.   Ms. ******** will receive the refund by May 9th, 2014.

***** *******

Senior Client Service Representative

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a chandelier from Ethan Allen on February 24th. When it arrived on March 31 we noticed after having the chandelier installed that the lamp's globe was dented and several of the crystals poorly attached. We promptly contacted Ethan Allen to notify them as the is*** and within all refund policy guidelines. Our local sales rep agreed to replace or exchange the globe portion as per the return policy. When we picked up the replacement we noticed that the damage had not been repaired, but worse still, they had replaced the globe with one containing rust and scuff marks in several places. It also had similar is***s with poorly attached crystals. We contacted Ethan Allen to either replace the globe with a new one or refund our money. Both the store manager, ***, and sales rep ***** ******* have refused to provide a refund.

Desired Settlement: I would like the chandelier replaced with a brand new chandelier, installed at Ethan Allen's expense, all shipping costs reimbursed, and a 25% to cover the many inconveniences they have created.

Business Response:

We appreciate the opportunity to address Ms. *****’s concerns.  We are sorry to hear of this unfortunate situation.  I have reviewed this matter with local management.  The design center manager has informed us, Ms. ***** brought the globe back to the design center and although the globe appeared to be within standards, the design center provided her a new globe. The second globe was picked up on Saturday April 19th. Ms. ***** inspected the globe before taking it home and said it was fine.   Later that day Ms. ***** called the design center and said the piece was rusted and crystals were cracked.   After reviewing Ms. *****’s photos the design center staff could not see the issues.   The manager of the design center has advised, they will be offering her to return the chandelier for a full refund.

 

Respectfully,

***** *******

Senior client representative

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a couch in a natural color. I asked about adding scotch guard before furniture was delivered. Was told that "fabric protection product was infused" into fabric , therefore nothing else necessary. Within one month of delivery I noted black marks on fabric along base of frame. Fabric reaches to floor level. I spoke with E. A. representative who asked if I had the "Gold Furniture Protection Plan". Fortunately, I did have the plan. I contacted *********, their plan manager. They were most helpful and sent an expert to clean the front area of couch with good results. Within another 30 days, I noted dirty marks in the same area along base of couch. In addition there appeared to be a discoloration on each of the three seat cushions. The color had a gray to blue tinge, evenly covering the cushions. At this point, I took the cushions into the Ethan Allen store where I purchased the furniture. I spoke with several people (I have their names if you wish) and was told that the photos that I showed them would be sent to customer service as the store people could not help me. Customer service person came to inspect furniture and I was subsequently told this was not their problem. That the fabric is not the problem and to have the furniture cleaned.I have had light colored furniture for over 30 years and NEVER had to have it cleaned in the past. Incidentally, I bought two lovely arm chairs from E A. at the same time that I purchased the couch from E A and neither of the chairs have the gray /blue tinge on the seats. The same people are sitting on the chairs as the couch. The chairs have a totally different fabric than the couch.I FEEL THAT THERE IS A "FLAW" IN THE COUCH FABRIC AND IT SHOULD BE REPLACED. Date of delivery of couch was Dec. 23, 2013.I am an elderly lady who does not abuse the couch fabric and have been very disappointed that E A has taken the stand that it is not their problem. I believe that they should stand behind the product.

Desired Settlement: Replacement of this fabric that does not appear to have the protection that was represented at time of sale.The couch is lovely but the FABRIC IS UNACCEPTABLE AS IS.

Business Response:

ID# *******

We would like to thank Ms. **** for allowing us to address her concerns.

Ms. **** ******, District Design Manager, has informed us that the issue with Ms. ****'s fabric on her sofa in use related and not a quality issue. This fabric is not flawed per the Technician's findings. Ms. **** advised that someone in blue jeans sat on her sofa causing the denim to transfer onto the fabric. The local Design Center suggests she reach out to *********, who she has a protection plan with and have them clean her sofa. It would be up to ********* to determine the resolve.

Although we understand Ms. **** is disappointed, no further action will be taken. I am sorry that we could not offer the resolution she requested and would like to again thank her for contacting us.

Regards,
Ms. ***** *********
Client Services Representative

Consumer Response:

 
Complaint: *******

I am rejecting this response because:
I strongly feel that the "fabric" on the couch itself is at fault for the "dye transfer".  I also purchased two arm chairs with an equally light color from Ethan Allen, at the same time the couch was purchased.   The same people sit on the chairs as sit on the couch,   there is NO color transfer to the chairs.    For the past 32 years, I have had light colored couch and chairs.  NEVER  has there been dye transfer from a person wearing dark clothing to these pieces of furniture,  nor was it necessary to clean the furniture professionally.

The couch in question at this time was delivered to my home on Dec. 23, 2013 and needed to be cleaned in early Feb. 2014 and again in March 2014.   The furniture has NOT been abused.    People sitting on the furniture have worn clean and expensive clothing.

I wore "jeans" to the Ethan Allen store when I bought the couch and two chairs.  NEVER at any time did the sales representative tell me about the possibility of "dye transfer" from clothing to the couch.    When I asked if the couch should be treated with "scotch guard" ,  I was told that the fabric was "infused with a product" to prevent soiling. 

I am completely satisfied with the two chairs in a similar light color,  BUT NOT WITH THE FABRIC ON THE COUCH.   This couch is now covered with a white sheet in my living room.    It looks awful to see a sheet covered couch in a formal living room,    and certainly an embarassment.   

Ethan Allen should stand behind the products that they sell.    The couch should be replaced in another fabric.

 

  

Sincerely,

** *** ****

Business Response:

We would again like to thank Ms. **** for allowing us to address her concerns.

I have reviewed this matter again with the local management and was informed there is no fabric flaw. Ms. **** simply needs to contact ********* to have her sofa cleaned. This is covered under the protection plan she purchased from us.

It is not Ethan Allen's responsibility to cover dye transfer from clothing to upholstery occur. In no way do we feel she has abused her furniture. It is unfortunate and certainly feel for her frustration. But she should find comfort knowing she purchased the ********* protection plan and they will come out and clean her sofa. If they are unable to clean it, they will make a determination of how to proceed. She needs to contact ********* as soon as possible.

Regards,
Ms. ***** *********
Client Services Representative

****** ******** ***** ***** ******* **** ***** ***** ***** **** *** **** ******** ** ********** ************ *** ************ ****************************

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an expensive bedroom set from Ethan Allen. My husband and I noticed yellow spots all over our dresser that was replaced twice. (most recent was 7 months ago) The bed has chipped pieces of paint on the post and bed frame itself. This is unacceptable. Please have someone call me to discuss this.We are very very disappointed.

Desired Settlement: We can discuss an amicable agreement.

Business Response:

BBB Complaint ID *******

Thank you for your recent correspondence to Mr. ******** regarding the above complaint. We appreciate the time you have taken to provide us all of the details. Mr. ******** has reviewed the information and has asked that I respond on his behalf.  

A bed, dresser and chest were delivered to the client on November 15, 2012.  The client complained of too much distressing on the dresser and bedside chest, however no mention of problems with the bed was ever made. 

The items were inspected and it was determined that all distressing was within normal standards for the finish.   As an accommodation, a special request order was placed for a new dresser and bedside chest in the same finish, with no additional distressing.  The exchange was completed July 7, 2013.

Since then, the Design Center has had no other inquiries from the client, nor do they have any knowledge of her complaints about the yellow spots or chipped pieces of paint.  The retailer would be happy to send a technician to inspect her issues.

 

Thank you,

***** ******

Client Services Representative

Corporate Client Services

***** ***** ******* **** * ***** ***** ***** ******** ** *****


 

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we bought the whole dinner set.the huge table with 8 chairs,china cabinet,and buffet. 3 of the chair's springs are broken within 24 months although we used them rarely. I went to the ***** store where we bought the furniture, they did not help us just gave the customer service phone number. We called the customer service guess what, they said those chairs are not included warranty. They offer us to call 3rd party fixing guy called ***** to fix our chairs and pay him for his service. Paying almost 10k for the dinner and NO CUSTOMER SERVICE. I hope you will solve this issue which is Ethan Allen responsibility, **** ******

Desired Settlement: We need replacement for broken chairs

Business Response:

RE: **** ******

Ethan Allen's warranty guarantees that Ethan Allen furniture will be free from material defects in workmanship, materials, and construction for the number of years noted. The slip seats on Mr. **** ******'s dining chairs are warranted for the first full year. Our warranty is one of the best in our industry and the time frame has been set as our experience has shown that quality issues will show up well during that time. Based on the information we received, Mr. ******'s chairs are over 3 years old.

I have shared Mr. ******'s concerns with Mr.*** ********, Local Principal for the ***** ** Design Center. Mr. ******** has advised the client received delivery of their dining chairs in December of 2010. The client contacted the design center in October of 2013 for service on the slip seats and was informed the slip seats are warranted for the first full year and was provided with the service tech ****'s phone number and that was the last they heard from Mr. ******.

Since no warranty issue exists and after carefully considering all of the details regarding this situation, although we understand Mr. ****** is disappointed a reorder for replacement slip seats will not be accepted. We are sorry we could not offer the resolution Mr. ****** requested, and would like to thank you for taking the time to contact us.

Respectfully,

 

******* ******* ********* ******

Service

ETHAN ALLEN GLOBAL, Inc

 

**** *** **** ******** ** ********** ************ *** ************

 

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sleeper sofa with a mattress which has an attached pocket with a air mattress on 8/17/2010 for $3804.09. I am so distressed that this sofa has not stood up to the guaranteed quality that Ethan Allen promised. I purposely chose Ethan to purchase my sleeper sofa because I believed that the quality of the furniture they sold was the best on the market , even if i had to pay a large amount I was willing to get a good quality sofa. However, Sadly I have learned that there furniture is not top quality and you don't get what you paid for but only concern to this corporation is to take the customers money and have very rude unhelpful representatives of there company in customer service. Initially 8/2012, I sought assistance at another store in ********** ** who were very helpful and replaced the bladder that obviously didn't inflate, but I explained i was concerned that the mattress had torn opening on the bottom of the mattress covering which may have allowed the wires to cause the damage, but that I need someone to assess the problem. A person was sent out to assess the mattress and I showed the Ethan personnel in ********* and they all agreed that the sofa mattress and the framing was damaged and this poor quality. I was redirected 9/3/2012 to have ** store customer service assistance me in remedying my concerns and they were extremely rude, yelling at me in front of customers and refused to assistance with replacing the broken air mattress and repair the frame of the sofa. I displayed the warranty i received with my purchase from that store and it states that it will cover air mattress for 3 years and the entire sofa frame for 10 years. I explained that the mattress covering on the bottom of the mattress was torn with opening in cover causing the wires to stick out and the mattress would initially inflate but by the morning while person was sleeping it would deflate. The bladder had no visible damage and the sofa seating totally sags down to the floor like you are sitting on floor.

Desired Settlement: the sofa continues to look absolutely terrible sinking to the floor, the bladder to the mattress doesn't stay inflated and it makes me so angry that I spent so much for a sofa that didn't last for long period like you would expect from a top notch furniture store. Obviously, Ethan Allen isn't the top quality furniture store that is advertise to the public. This is a disgrace and I will never purchase another piece of furniture or recommended Ethan Allen to any of my colleagues.

Business Response:

I appreciate the opportunity to address Ms. ******'s concerns.

I reviewed her concerns with Mr. **** *****, owner of the Ethan Allen Design Center in ********** **. Mr. Leeds has visited her home on several occasions and it has been determined the issue with her sleeper sofa is use related and not a quality defect. While we understand Ms. ****** is disappointed, a replacement will not be offered.

Regards,
*** ***** *********
Client Services Representative

****** ******** ***** ***** ******* **** ***** ***** ***** **** *** **** ******** ** ********** ************ *** ************

3/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First of all I dis-like extra mail. It would be good to burn in a fireplace however there is an air law and I don't want to pollute. Second I can visit my local library and remove my address label, which I have done in the past 10 years or so. Third I have recently 4Q13 enrolled with ****** ********* ***********. I expect all magazines to be zero in my mail box. The label on this particular Ethan Allen magazine has a blood relative's name printed. In 1Q14 I have also enrolled 3/4 of my blood relatives. I have zero exceptions for receiving extra paper mail or junk mail. **** replied to me 4Q13 I believe to enroll in DMA. Earlier, I took a chance with **** to "return extra paper mail." They might have done that but it is not the law for them to do.

Desired Settlement: Remove the address and any name associated to this address that gets printed on EA's paper mail or catalogs from this fine furniture company. If I need I can always use the computer in reviewing their fine furniture. Thank you.

Business Response:

Dear Ms. *******,

Thank you for the details. Ethan Allen Corporate has contacted ******** to have Ms. ********’s information removed from the mailing. There is a chance she may receive one mailing if it is between cycles, but no other mailing will be received afterwards.  We have additionally contacted the local design centers in her area to remove Ms. ********’s if she was on their mailing list.

Best Regards,

***** ******** Client Service Representative

Ethan Allen Global Inc.

Consumer Response:  
Complaint: *******

I am rejecting this response because:  I visited the company's web-site *****************************************************) and today removed my name and address.  Their on-line form also asked for a code on the magazine.  My input was accepted.  I understand about one possible mailer again.  I apologize for not realizing this process first.  I like companies that have web-sites.  EA is a very fine furniture company with a splendid web-site--really!

Sincerely,

***** ********

3/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/13/2013 we ordered over ten thousand dollars worth of furniture. The order was to be delivered in 8 to 10 weeks. It has now been 16 weeks and the local retailer for Ethan Allen will not return any calls. I called the corporate offices for a week before they return my call. I spoke with Manager *****, no last name given, who told me that he could not tell me when the furniture would be shipped. ***** did tell me that the store owner Mr. ***** was not returning his calls and he could not provide me any information about when or if the order would be shipped.When I called the store and spoke with Manager ****, she said that ***** is absolutely not correct. That they are not waiting for Mr. *****.

Desired Settlement: Considering all of the problems Ethan Allen is having even finding the furniture, let alone tell me when it will be shipped, I think the company needs to just refund the money and we will find a more reputable company to do business with.

Business Response:

We appreciate the opportunity to address Mr. ****’s concerns. We are sorry to hear of this unfortunately situation. Ethan Allen Global advised Mr. ****, Ethan Allen ********* is a privately and independently own design center under the name ** *** ** ***** Inc. We also advised Mr. ****, Ethan Allen Global ships product to the owner’s discretion and we were waiting to hear back from the local principal Mr. **** *****.

At this time all the product has shipped to ********* **. The furniture is estimated to be at the local Ethan Allen ********* the week of 3/21/14

While we are happy to assist with any warranty claim, the decision to accept the cancelation rest solely with the local principal from whom Mr. **** purchased from.

Consumer Response:  
Complaint: *******

I am rejecting this response because: It is very easy and way too common for these business', which are destined for Bankruptcy at this rate, to blame their poor management practices on someone else. The business in Question is clearly marked Ethan Allen, I do not really care if Mr. ***** owns the individual property, the business that I purchased my furniture from is Ethan Allen. The furniture is manufactured by Ethan Allen in a manufacturing facility owned directly by Ethan Allen.

This company has obviously begun serious cost reductions in an effort to stay in business, but the reductions are seriously impacting the consumer, ME!
The response is rejected because Ethan Allen Manufacturing had the furniture and could not or would not tell me when or if the furniture would be delivered. This created a hardship within this household and I spent numerous hours speaking with Corporate Ethan Allen trying to find out how I can convince them that they were morons for pointing the finger at their own store.
 
 I suggest Ethan Allen try again with a response written by someone with a business degree.

Sincerely,

***** ****

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order #: **********. Ordered 3/13 delivered about 6/13. One sofa missing arm protectors and had a hole in side panel. Store sent man to take fabric sample. Despite several calls to store and also to sales rep ***** ******, nothing has happened. No arm protectors and no repairs

Desired Settlement: Fix my sofa and send me arm protectors or give me a refund

Business Response:

We thank Mr. ****** for the opportunity to assist him in making necessary adjustments to his sofa, and to provide the missing arm caps. Mr. ******** has reviewed his complaint and asked that I respond on his behalf.

At Ethan Allen, our goal is to always provide service as soon as possible.  Please accept my apology on behalf of Ethan Allen for the delays in responding to his concerns.

I shared his feedback with Ms **** ********, District Operations manager, and she was able to identify an opportunity for improvement within the region, so a similar situation does not occur in the future.

Ms ******** has advised that the arm caps have arrived at our ******* CT Service Center and will be sent to the ******’s.  By now, the ******’s have been contacted to schedule a service call to make repairs on the sofa.

We truly appreciate hearing this feedback and would love the opportunity to work with Mr. ****** again in the future.  We’ll keep working to improve to give you the very best service as possible.

Please feel free to contact me if I can be of further assistance.

 

Consumer Response:  
Complaint: *******

I am rejecting this response because:as of today I was notified that material need for repair should be in next week and that repairs will then be scheduled. Company response implies that matter is resolved and it has not yet been resolved. Further, there is no justification for company ignoring my requests for the past 6 months

Sincerely,

******* ******

2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a leather recliner on 4/17/13 which we received in June. A few months ago we noticed that the nails that hold the leather to the wooden legs had come loose. We called EA for support on 9/6/13 and spoke with *****. We were directed to **** ***** (repairman) who told us that we needed a work order. Why didn't ***** tell us that. We were told that ***** would call us back. She didn't! After a few weeks we called again and spoke with ****. **** was no help and so we were transferred to ******. We told her the story and she told us that she would call us right back. She didn't. We spoke with her three times and every time she was going to work it out and call us back. She didn't. This brings us to 10/14 and we get put through to ******** who basically tells us she is going to take care of everything and will call us back. Can you guess what happened? That's correct ....she never called back.so now we realize that we will not get our chair for Christmas. We next call On 1/23 and speak again to ******** who tells us that ****** will call us RIGHT back. Yeah right! To date Ethan Allen has demonstrated huge service failure.

Desired Settlement: Fix the chair like you promised!!!!

Business Response:

At Ethan Allen, quality is at the root of everything we do. We are disappointed to hear that Mr. ****’ recliner did not meet the high quality standards for which we are known, and then had difficulty scheduling service.

We are pleased to hear service is now complete, and Mr. and Mrs. **** are satisfied.

I hope Mr. **** will accept my apology on behalf of Ethan Allen for this situation. We truly appreciate his feedback and would love the opportunity to work with him again in the future.

***** *******

Client Service Representative

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

***** ****

2/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Good morning,I recently purchased a new small media stand at Ethan Allen. Below is the issue I experienced:*February 1st, I purchased the Emery Small Media Cabinet (Order #*********) after custom designing on website. The price looked to be on-sale for $269 plush shipping.*February 4th I received an e-mail from Ethan Allen stating they were canceling my order and refunding my card as there was an error on the web-site and they reserved the right to do so. *February 4th I responded back saying I had made the purchase after designing on their site/spending time on designing the media cabinet and had already spending almost $5,000 on a new living room set. I requested they honor the price that I purchased for. I have since spoken to a women named ******** who identified herself as the manager (I requested to speak with a manager) and she verbally told me as well they would not be honoring the price.I made the purchase in good faith and Ethan Allen is now saying they will not honor it. I understand it may have been an error on their part but expect they should honor the price I purchased the stand for. I am not happy and if not resolved (honor the price) will not do business with Ethan Allen again.Thank you

Desired Settlement: Honor the price I purhcased the Emery Small Media Cabinet for. The price was $269 plus shipping and tax, total of $360.81 including tax and delivery.

Business Response:

Thank you for allowing us the opportunity to respond to Mr. ****’s concerns.

Ethanallen.com showed the "Emery Small Media Cabinet" at an incorrect price between the dates of 2/1/14 and 2/3/14. The sale price for the Emery Small Media Cabinet should have been listed as $1069 and was erroneously listed at $269 during that time frame. We were disappointed to discover this error and did move quickly to notify and refund all charges for clients who were affected by the error. Ethan Allen makes every effort to insure information listed on ethanallen.com is correct and we do review all orders to confirm accuracy.

We have apologized for this mistake and have notified clients that we have cancelled affected orders and fully refunded the credit card used. We also directed clients to the online terms and conditions which must be agreed to at the time an online order is placed.

General Terms:

Every effort has been made to ensure the accuracy of prices, item numbers, availability and dimensions; however, we cannot be responsible for typographical errors. Ethan Allen reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Ethan Allen will issue a credit to your credit card account in the amount of the charge.

We are sorry that we cannot provide the resolution Mr. **** has requested.

Best Regards,
******** ****
Supervisor
Virtual Store and National Dropship
Ethan Allen Global, Inc.
***** ***** ***** ******** ** *****

Consumer Response:  
Complaint: *******

I am rejecting this response because:

 
 
I was notified on February 4th (order was placed and paid for on February 1st) that my order was being cancelled as Ethan Allen made an error and would not honor the price.  The "general terms" stating they could cancel any order and refund payment as they chose was copy and pasted into my e-mail by ********.  
 
This information was not made clear upon purchase, in fact you have have to really look through the Ethan Allen website to find this clause.  It would not be obvious or expected when making a purchase.
 
Ethan Allen did not come back to me in a timely manner to notify of error on their part, for all I knew my order was being built and on it's way to my home.  
 
I reject ********'s response and expect Ethan Allen to honor the pricing that was advertised and paid for.  I have never experienced such bad service.  The fact that I just spent almost $5,000 on other items at Ethan Allen (a new sofa and recliner) seems to mean nothing to them as well.
 
 
 
 
 

Sincerely,

*********** ****

1/23/2014 Problems with Product/Service
1/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered a dining room table and chairs in the Ethan Allen store through a sales associate named, ******. On the floor, ****** promised us the table and chairs before Thanksgiving in order to make the sale. In actuality he was not able to ensure an on time delivery and we are yet to receive the merchandise. We are told it will arrive the week of December 16th 2013, a month later than what was promised to us while in the store. We called ****** to express our frustration with the situation and he said the delivery is within the proper time frame, and they would not be compensating us for their dishonesty. I do not feel that it is okay to lie to a customer's face in order to secure a sale, only to hide behind fine print. I believe we are entitled to a partial refund on the COD and every effort to resolve this matter with Ethan Allen directly has been futile.

Desired Settlement: We still want the merchandise, and we still owe Ethan Allen a COD. However, we spent $300 renting furniture for Thanksgiving and I believe that because they lied to us they should compensate us for that out of pocket expense.

Business Response:

Thank you for your patience while I researched Ms. **********'s concerns. I have discussed her request for a partial refund with local management. 

After carefully considering all of the details regarding this situation, although we understand her disappointed, a partial refund will not be accepted. My findings show that her Designer ****** advised the client there would be a chance the table and china cabinet may come in by Thanksgiving but no guarantee or promise was made.  ****** first communicated to Mrs. ********** back in October to advise that the estimated date for the chairs had been pushed back.  He also advised the client that the table was unfortunately not going to arrive by Thanksgiving.   The client did not convey any upset of frustration and only commented that she would be renting a table and chairs for this holiday.  No additional request was made for compensation.

****** followed up with the client shortly after and advised Mrs. ********** that the chairs have come in and would be able to be delivered by Thanksgiving if she was interested.  The client was also contacted by the Delivery Scheduling Department  and offered the same option.  Mrs. ********** refused this offer and stated she would prefer to wait for delivery of all items.

****** followed up with the client a third time, and the client conveyed her frustration that her furniture still was not ready and she wanted an accommodation for her inconvenience.  ****** apologized and advised he would follow up with his management.  ****** followed up with the client (around Nov 30th) and left a message, explaining that the table had shipped from the factory and would be available within the next two weeks.  He also explained that the table's ship date was well within the parameters of the original estimated date as explained to the client as well as notated on the client's sales order, and no accommodation would be offered at this time.

Best regards,

******* *******
Corporate Client Service

ETHAN ALLEN GLOBAL, Inc

 

**** *** **** ******** ** ********** ************ *** ************

 

12/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Product delivery date was set at time of purchase, but has not been honored. On September 21, 2013, I purchased the Bennett Three-Cushion Track-Arm Queen Sleeper sectional Sofa-bed and matching Chaise Lounge combination at the location on **** **** ***** **** ** ******* ********. During the sale and design process, the Design Consultant set expectations of appropriate delivery times ranging from nine to eleven weeks, with an expectant date no later than December 8, 2013. Before committing to the purchase, I informed the representative that I was only available to accept deliveries on weekends, and was confirmed that this would not be a problem.I have been informed that the custom sectional I ordered will not been delivered as promised. I received an email from the Operations Administrator, *** ********, that my couch was ready in only four weeks after my original purchase date. During that time, work did not permit me to be available to receive that delivery during the week. I was given an expectation of nine to eleven weeks and a weekend delivery, so that is the time frame that I made myself available. *** then gave me only one weekend opportunity to take delivery of the couch, which was on November 11, 2013. She did so with only one weeks' notice. I expected a company of this high level of quality and customer service, would give more than a seven day notice that they were more than thirty days off of a correct delivery expectation window. I am disappointed because I have not been given the opportunity to schedule any other weekend dates for the entire year, and I feel like the associate has been overly-aggressive when trying to schedule a delivery date on a day that I am unavailable. She has even suggested that I "take off a day or have someone receive for me".

Desired Settlement: I would like delivery by the promised date or a refund so that I may purchase the product somewhere else.

Business Response:

Attached is the signed contract that Mr. ***** has referred to in his complaint. Please note that Mr. ***** has also initialed terms and conditions of sale and delivery expectations and noting that the dates given at time of purchase are estimated only and subject to change. As we are concerned, we have exceeded expectations in relation to this order. Our upholstery manufacturer completed and shipped the merchandise well ahead of schedule at which time our scheduling dept. promptly notified the consumer with delivery opportunities for the month of November. Please note that Mr. ***** has acknowledged the design center did review delivery expectations and that review is based on terms and conditions / noting that some locations have limited delivery dates and fees associated with distance. This is the case for Mr. ***** who is located in *********** **. In addition, it is our position that it is not unacceptable or unprofessional that we tried to find solutions to accommodate the client to quickly and efficiently get his purchased delivered by asking if someone could accept on his behalf. At this juncture, we have been able to accommodate Mr. ***** with a scheduled delivery of Saturday Dec. 7th, and we look forward to a successful outcome.

11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a run from Ethan Allen Retail, Inc., ***** ********* **** ****** *********** ** ***** on Feb. 18, 2011. It was delivered July 26, 2011. After a little over a year, I noticed many frayed pieces of yarn showing all over the rug. I called and spoke with the manager and she came out to see my rug and take pictures. Since my one year warranty was over, they would not replace it. They agreed to send someone out to cut all the existing frayed yarn. After one year, a man has come out two times to cut the frayed pieces for a total of two hours. The work he did barely shows due to the extensive amount of the rug that has frayed. After many calls during the year and not recieving an acceptable outcome, I have decided to file a complaint.

Desired Settlement: Since I believe the rug is beyond repair and would certainly not wish to replace it with another one from this business for fear of repeating the same problem, I request a refund so that I may purchase another rug from another business.

Business Response:

Thank you for your patience while I researched Ms.******’s concerns.  I have discussed her request to return the rug with local management. 

After carefully considering all of the details regarding this situation, although we understand her disappointment, a return will not be accepted.  My findings show that the client did not receive a defective product and that she herself will need to continue to maintain the rug by trimming the sprouts as she feels necessary.  Ethan Allen is in no way at fault for this item and should not be held accountable for her preference in the rug's performance.

Attached you will find a copy of a Corporate Newsflash regarding this particular rug and the natural characteristics of the sprouting for which she is referring to.  In this newsflash, it clearly states that this is normal and that allowances will not be considered for this occurrence. Through the client's own admittance, we have already as a courtesy sent our technician to the home to cut these sprouts for her as well as she was informed that she was no longer within warranty and a return would not be granted as requested. 

Consumer Response:  
Complaint: *******

I am rejecting this response because:  Did you get the response I sent on Sat., Nove 23rd?

Sincerely,

******* ******

11/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered 6 dining room chairs on 2/23/13; Chairs delivered in defective condition on 5/25/13 (screws and nuts loose on all chairs & missing on five chairs) I attempted to fix but screws were stripped; Reported to store on 5/25/13; After several attempts to schedule service appointment, repair service left voice message of appointment on 7/17/13 between 1-3. I waited for repair and called service at 3:00 pm on 7/17/13 when service did not show. I called & was told service technician could not make appointment & they rescheduled for 7/19/13; Technician removed and replaced screws & bolts from 3 of the defective chairs in order to fix the other 3 chairs. He was to order replacement seats for the other 3 which he could not repair. I have left many messages for my sales rep asking her for assistance on this matter since customer service is not returning any of my calls. Sales rep left me a message that she will send service another email and has no idea what is going on. As of 10/23/13 service did not return any of my calls.

Desired Settlement: I would like the replacement seats for the defective chairs by the end of October or a full refund plus compensation for all six chairs.

Business Response:

Dear Ms. *******,

 

Thank you for detailing the concerns ****** ********** had with respect to the dining chairs he purchased.  We forwarded Mr. ************ concerns to Regional Management for review.  We were advised by Ms. ********, District Operations Manager, she contacted and spoke to Mrs. ********** personally to apologize for and review their concerns. Ms. ******** informed Mrs. ********* requested to select new fabric for her slip seats which has been honored as well as a price allowance. Mrs. ********* will be visiting the Design Center in the next two weeks to select fabric. Once chosen a time frame will be provided.

 

 

 

Sincerely,

 

 

 

Ms. ******** Client Service Representative

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

****** **********

10/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an office desk on-line with the expectation to place it as a free standing desk in the middle of the room. The picture and description of the desk on the EA website gave me an impression that the table would work well. However, when the desk was delivered to my house, it turned out that the back of the desk was not finished and that it was intended to go against the wall. I have notified the delivery gentlemen that the product was not what I thought I purchased and asked them to take it back. I was told that they had other deliveries on that day and that I had 30 days to return or exchange the product. I contacted Ethan Allen 5 days later requesting to exchange the desk to the one with the finished back. After 10 days of waiting, I was contacted and informed that because I did not contact Ethan Allen within 3 days from delivery, I would need to pay 15% restocking fee and a delivery fee for another desk. I do not feel that I should pay anything because the company failed to properly describe the item on their website, and I was also assured by the delivery people that I have 30 days to exchange the murchandise.

Desired Settlement: I would like the desk to be exchanged for the desk that has a finished back. I do not wish to pay any penalty fees or delivery fees.

Business Response:

We would like to thank you for allowing us the opportunity to address Ms *****’ concerns.

Ms. ***** contacted us to let us know that she received her desk and she requested that she be allowed to return the desk to order a different piece.  Ms. ***** stated she wished the desk would be finished on the back and as it was not, it did not work for her intended space. 

We explained to Ms. ***** that non-custom items delivered via our Premier Home Delivery Service may be returned if we are notified in 3 days.  Ms. ***** advised us that she was told by the delivery team that she had 30 days to notify us of the return.  Ms. ***** was also asked if she had inquired prior to delivery about the back being finished and she advised she had not done so.

We explained to Ms. ***** that we would accept the return though she was beyond the 3 day time frame.  As per the terms and conditions that Ms. ***** agreed to at the time of purchase, non-warranty returns would be assessed a 15% restocking fee and the refund would be issued at the time of the return.  The restocking fee was not applied because Ms. ***** missed the 3 day time frame to inform us of her wish to return the item, it was assess per the terms and conditions of ordes placed on ethanallen.com. Ms. ***** then explained that she did not want to pay a restocking fee for the desk and therefore would be keeping the desk in her home. 

After carefully considering all of the details regarding this situation, although we understand Ms. ***** is disappointed, a return of the desk without a restocking fee will not be accepted.  I am sorry we could not offer the resolution Ms. ***** 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.

 

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I worked with a designer at the store, and after three meetings and discussion of fabric choices for chairs I was purchasing we selected one of two fabrics she had shown me. I ordered the chairs in the designer's presence. Five weeks later when they were delivered the fabric was not the one I selected. I subsequently spoke with the designer about this mistake, and while she agreed that this was not the fabric we selected, in trying to get the chairs returned I ended up dealing with the corporate office, where I was informed that since I had signed the order form with the incorrect fabric code on it, I was responsible for the error. I was also told that the designer had not agreed with me that the wrong fabric had been ordered. When I tried to talk to the designer about this she told me that because I had gone to the corporate office she was barred from speaking to me. The result of this is that I have been charged a 30% restocking fee. This is blatantly unfair, since the mistake was made by the designer when she completed the order form, but she would not admit that she had made a mistake. I had several conversations about this, but at this point I cannot seem to reach anyone who will discuss the problem.

Desired Settlement: Refund of all costs, without a 30% restocking fee. An apology from the designer with an admittance that she made a mistake would certainly lessen the fact that I feel I have been treated extremely unfairly.

Business Response:

Mrs. ***** signed a sales order that states in our terms and conditions that custom upholstery is final sale non refundable.  We did however allow Mrs. ***** to return her 2 ****** Chairs with a 30% restock fee as this was customer preference.  When Mrs. ***** called to advise that she didn't want the chairs that she did not like them we did work with our delivery company to get them picked up from her house the next day.
The design center is working with Mrs. ***** and the designer on a reselect fabric for what she says she wanted in the first place.  We sincerely apologize for any confusion or inconvenience and look forward to a continued relationship with Mrs. *****

Consumer Response:  
Complaint: *******

I am rejecting this response because when I met with the company and designer the designer finally took responsibility for the error in the order, and the store agreed not to charge the 30% restocking fee. I was offered the opportunity to reorder the chairs with the original fabric I had chosen, but the experience with the customer service at the store has left my wanting to discontinue working with them. I therefore have requested a full refund of costs. I have not received a response from the manager, *******, since I made that request in an email to her last week.


Sincerely,

***** *****

Business Response:

At Ethan Allen, our goal is always to provide excellent service to our clients. We truly apologize for the inconvenience this has caused Ms. *****. I have been in contact with Ms. ******* *****, ********** ******* for Ethan Allen ******** area, and she has advised that the client will be issued a full refund. Ms. ***** has been able to identify an opportunity for improvement within their operation a so similar situation does not occur in the future.

We truly appreciate client's feedback and would love the opportunity to work with Ms. ***** in the future.

10/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Aug. 20, 2013 I ordered two tables from Ethan Allen on-line with a sales person, ******. Delivery was to be 6-8 wks. Approx 1 wk later I received a contract with a post-it note "for your records" which stated Oct 22 for delivery. On Aug 25 an e-mail stated delivery to be Nov 4. On Sept 11 an e-mail stated del. to be late Nov. (now a 3 mnth wait). I thought the original 6-8 wks was quite a wait and I had visitors coming, so after thinking this over, I called Ethan Allen on Sept 20 to cancel the order and get a refund. Mngr wasn't in and would call the next day. Next day *** said the District Mngr wasn't in and would have to call on monday. On monday Sept 23, District Mngr. **** ****** said he had requested a status on my order from the manufacter the previous friday (??hmmm...)and would let me know. The next afternoon **** called and said the order was already in process so he could not give a refund since it was past 72 hrs of order date. If I canceled the order there would be a 30% re-stock fee ($399.84) which is an unusally large fee AND for unreceived merchandise. I told **** I didn't believe him (del. is supposedly still 9 wks away) and that he was stalling until it WAS in process and that this was not very reputable-low car salesman tactics. Also, the delivery extension notice was past 72 hrs so how could I know to cancel in that time? After some discussion, he ended up screaming at me "have you even read the ****** contract you signed?" I asked "what did you say? What contract?" He said "****** contract- ******!" In fact there was not a signed contract and I received it after 72 hrs. Headquarters told me there was no on-line order, so the sales person must have changed it. I asked **** to speak to his mngr, he said "I own this company". If manufacturing time frame for these tables is 6-8 wks, why is 9-10 remaining wks too late to cancel? After this run around, how could I possibly enjoy these tables?

Desired Settlement: $444.00

Business Response:

We appreciate the opportunity to address Ms. *****'s concerns. I have discussed Ms. *****'s concerns with Mr. **** *******, Local Principal for Ethan Allen Oregon. Mr. ****** has advised, Ms ***** was provided with a delivery quote of 8 to 10 weeks from the time of the purchase 8/22/2013. **** advised, he spoke with Ms. ***** and advised the items should be delivered within the 8 week mark which she was originally quoted. However, Ms. ***** was not happy with this date, **** advised the client there would be a restocking to cancel the order.

The items have completed and are moving through our distribution center, they are estimated to be delivered to Ms. *****'s local warehouse the week of 11/04 or sooner.

 

***** *******

Ethan Allen Global

Consumer Response:

 
Better Business Bureau:

I am happy to see the delivery date has been set back to 11 wks (not 8 wks) instead of 14-15 wks since this complaint began.  It is yet to be seen if this will actually happen.

There is no reason I should not have received a complete refund as there was adequate time for cancelation and had not received any merchandise.

 It has not been a pleasure working with Ethan Allen. The behavior Mr. **** ******* displayed was very unprofessional and unacceptable. Lesson learned.

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

**** *****


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