BBB Logo

Better Business Bureau ®
Start With Trust®
Connecticut

This Business is not BBB accredited

Ethan Allen Global, Inc.

Find a Location

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

BBB Business Reviews may not be reproduced for sales or promotional purposes.

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.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 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 72 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

72 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 1
Delivery Issues 8
Guarantee/Warranty Issues 3
Problems with Product/Service 50
Total Closed Complaints 72

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

top
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

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1776Ethan Allen Drive

    Danbury, CT 06816 (203) 743-8000

  • THIS LOCATION IS NOT BBB ACCREDITED

    6612 Baltimore National Pike

    Catonsville, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    5500 Buckeystown Pike # 469

    Frederick, MD 21703

  • THIS LOCATION IS NOT BBB ACCREDITED

    2401 Solomons Island Rd

    Annapolis, MD 21401

  • THIS LOCATION IS NOT BBB ACCREDITED

    619 Southbridge Street

    Auburn, MA 01501

  • THIS LOCATION IS NOT BBB ACCREDITED

    11285 Princeton Pike

    Cincinnati, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    4729 Interstate Drive

    Cincinnati, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    7100 Houston Road

    Florence, KY 41042

  • THIS LOCATION IS NOT BBB ACCREDITED

    4939 Big Island Dr.

    Jacksonville, FL 32246

  • THIS LOCATION IS NOT BBB ACCREDITED

    7110 Davis Creek Rd

    Jacksonville, FL 32256

  • THIS LOCATION IS NOT BBB ACCREDITED

    1005 Ernest W Barrett Pkwy NW

    Kennesaw, GA 30144

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Market Place Blvd

    Peachtree City, GA 30269

  • THIS LOCATION IS NOT BBB ACCREDITED

    2205 Cobb Pkwy SE

    Smyrna, GA 30080

  • THIS LOCATION IS NOT BBB ACCREDITED

    5065 Buford Hwy, BLD 200

    Norcross, GA 30071

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 105975

    Atlanta, GA 30348

  • THIS LOCATION IS NOT BBB ACCREDITED

    4380 Lassiter at North Hills Ave # 100

    Raleigh, NC 27609

  • THIS LOCATION IS NOT BBB ACCREDITED

    5717 Dillard Dr

    Cary, NC 27518

  • THIS LOCATION IS NOT BBB ACCREDITED

    8921 US Highway 19 N

    Pinellas Park, FL 33782

  • THIS LOCATION IS NOT BBB ACCREDITED

    9825 US Highway 19

    Port Richey, FL 34668

  • THIS LOCATION IS NOT BBB ACCREDITED

    6200 N Dale Mabry Hwy

    Tampa, FL 33614

  • THIS LOCATION IS NOT BBB ACCREDITED

    16240 S Tamiami Trl

    Fort Myers, FL 33908

  • THIS LOCATION IS NOT BBB ACCREDITED

    4923 Utica Ridge Rd

    Davenport, IA 52807

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 S Yonge St.

    Ormond Beach, FL 32174

  • THIS LOCATION IS NOT BBB ACCREDITED

    2349 Citadel Way

    Viera, FL 32940

  • THIS LOCATION IS NOT BBB ACCREDITED

    4049 Conroy Road

    Orlando, FL 32839

  • THIS LOCATION IS NOT BBB ACCREDITED

    1060 Redwood Hwy

    Mill Valley, CA 94941

  • THIS LOCATION IS NOT BBB ACCREDITED

    1063 Whipple Rd

    Hayward, CA 94544

  • THIS LOCATION IS NOT BBB ACCREDITED

    2503 Cleveland Ave

    Santa Rosa, CA 95403

  • THIS LOCATION IS NOT BBB ACCREDITED

    3020 Bridgepointe Pkwy

    San Mateo, CA 94404

  • THIS LOCATION IS NOT BBB ACCREDITED

    4230 Rosewood Dr

    Pleasanton, CA 94588

  • THIS LOCATION IS NOT BBB ACCREDITED

    5717 Christie Ave

    Emeryville, CA 94608

  • THIS LOCATION IS NOT BBB ACCREDITED

    5763 Stevenson Blvd

    Newark, CA 94560

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

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

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
X

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
X

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
X

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
X

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
X

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
X

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,

**** *******

7/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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
X

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
X

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
X

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
X

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
X

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,

******* Vasquez
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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
10/18/2013 Advertising/Sales Issues | Read Complaint Details
X

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
X

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
X

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,

**** *****

9/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Poor Customer Service - Not go over the most important terms with customerI bought quite a few piece of furniture (bed, bench, sofa, 4 chairs,ottoman)from the store a couple of months ago. During the selling process, I was told by the sale person (******) that the way Ethan Allen Home Interior Design Center works that she helps me to pick up the style and fabric, Ethan Allen makes the furniture accordingly. She sound it as normal practice, nothing special. There is no word of "customized order" or "final sales" or "no return" what so ever being mentioned during my visits. I got the delivery recently. Most of items are OK except two pieces. I called the store to return and was told my order was "customized order" and absolutely no return at all. I was totally surprised by that. I asked the sales person why she did not tell about it upfront. Her response was very arrogant. She said "I would never imagine someone would return our furniture. Ethan Allen makes great furniture." I spoke with store manager, *******, who is extreme rude. He simply said "It is your responsibility to read what you sign. Our policy for customized order is on the back of pink slip." But the problem is that I did not know that my order was a customized order at all. The sales person sound it very standard and did not tell me such an important term to begin with. Now I stuck with unwanted furniture and extremely disappointed at the misleading customer service. Product_Or_Service: Sofa, Swirl chair & matting ottoman

Desired Settlement: Giving the misleading customer service, I ask to return the pieces I do not want to keep and get the refund accordingly.

Business Response: Business Response /* (1000, 5, 2013/08/28) */ Dear Ms. *** This letter is in response to your recent correspondence to the BBB . We are sorry to hear of this unfortunate situation. I reviewed your letter and with Mr. **********, customer service manager at Ethan Allen ********* I have been advised the 3 August 15 sale orders included the terms and conditions were signed by you. While we are happy to assist with any warranty claim,I regret in view of the above a return cannot be accepted.

8/30/2013 Delivery Issues
8/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a throw blanket on line from Ethan Allen. When the blanket arrived, I noticed that it was covered with brownish/orange stains. I immediately contacted Etan Allen and requested either a refund or exchange for the defective throw. I was told that I could return it to a local Ethan Allen or pay to have it shipped back for a refund. I explained that the local Ethan Allen store was over 30 minutes from my house. Additionally, I did not feel that I should have to pay to ship defective merchandise back to Ethan Allen. I then requested a pre paid shipping label and was told that Ethan Allen does not provide pre paid shipping labels. I was told in writing that my shipping charges would be credited to my account. I went to **** and paid on line to have the throw shipped back in a medium sized flat rate box. The throw was received by Ethan Allen on July 25, 2013. I have not received a credit for the shipping charges. I was told that I needed to provide a receipt for the shipping charges. I explained that the shipping cost was located on the box and I also explained that you could clearly see that I used a flat rate box from the ****. I forwarded my shipping confirmation page from **** to Ethan Allen and it clearly stated that I paid $11.30 to ship the package. I have contacted Ethan Allen 3 times to request that the shipping charges be credited to my account. As of August 14, 2013, the charges have not been credited to my account.

Desired Settlement: $11.30 needs to be credited to my account.

Business Response: Business Response /* (1000, 5, 2013/08/15) */ Thank you for allowing us the opportunity to respond to Ms. **** concerns. Ms. ** sent an email on 8/14 and was responded to the same day letting her know her postage credit had been processed and could take up to 7 business days to show on her account. We had previously asked Ms. ** to provide us with a copy of the receipt verifying the amount of postage paid, however, she was not able to send a copy of the receipt. Ms. ** was kind enough to provide us with the postal tracking number and once we received this information and we worked to verify the correct amount with the postal service to insure the credit issued to Ms. ** was for her full shipping charge. We were able to verify the amount and processed the credit. Ms. ** has been made aware of this in the email sent to her on 8/14, but we are happy to answer any additional questions she might have. Again we appreciate the opportunity to work with you and Ms. ** to insure she has the correct information regarding this issue. Please let us know if we can be of further assistance. Best Regards, ******** **** Supervisor Virtual Store and Dropship Ethan Allen Global, Inc. Ethan Allen Drive Danbury, CT 06813 *******************************************************************************************************************************

8/15/2013 Problems with Product/Service
8/5/2013 Billing/Collection Issues
7/11/2013 Problems with Product/Service
7/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 chairs and an ottoman on 11/21/11. the first one was from the fllor and I ordered a matching chair. The first chair upon arrival was tuffted differently and the leg color did not match. The ottoman had completely different color legs from both chairs. Was reordered. Upon arrival this second chair was not tuffted at all and the legs still did not match. The legs were replaced on the ottoman to a near match. the third time the new chair's legs did not match. Contacted Ethan Allan again (they never call, I always have to)and sent pictures of the mismatch. This was in February. I never heard so I called again in March and they said the legs were on order. Seems to me it would have been easier to just make the 8 legs needed and one time and replace all of them so they match. I have now been in this process for 18 months to get a matching chair and am so disatisfied I don't even want to look at the chairs anymore. Very poor customer service. Product_Or_Service: Mercer tufted chairs

Desired Settlement: I want all the legs to match and this to be settled so I never have to deal with Ethan Allan again, even though I have been a customer for 40 years.These chairs were a lot of money for me and I feel the enjoyment of this purchase has been taken away by poor customer servive.

Business Response: Business Response /* (1000, 5, 2013/06/12) */ 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. ************, Operations Manager for Ethan Allen ******* ******** I have been advised that new legs for Ms. ******* were ordered and they have now shipped to the local service center. 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 near future. ************* Senior Client Services Representative

6/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Four years ago, we purchased an expensive video lift cabinet with a five year guarantee on the lift mechanism. The salesmen repeatedly made the claim not only that the lift mechanism was wonderful (he claimed it was manufactured in Germany by the best company) but that it was fully guaranteed for five years. After four years, the lift mechanism broke down. After subjecting us to long delays with customer service, and months of getting the run-around, the Ethan Allen Customer service representative revealed that the lift manufacturer, which turned out to be a Polish company, was out of business. (It's not that we care where it was made, but this was just one of the stories that the salespeople were telling.) Since Ethan Allen wouldn't help us, we did our own footwork to find a comparable company in the states that would repair the lift. All we asked is that Ethan Allen would help us in some way to cover part of the cost. They asked us to send them the bill, but they remained reluctant to call back or respond by email. When, through persistence, we finally got a response out of them, they told us that our warrantee was only for one year (info hidden in the fine print). When we called them on this, and reviewed the claims that the salespeople had made, they proceeded to give us the run-around and have now completely ignored our communication. We purchased the lift cabinet only because the salesmen were adamant about how wonderful the mechanism was, and that it had a full five-year warranty, so we were to have no worries about it. Imagine our surprise when we found out several weeks ago that this was merely a misleading sales pitch and a scam. Nobody seems to want to make good on their false promises. We then found out online from the postings of former Ethan Allen salespeople that they are regularly told to lie to customers! Our television has been locked in the cabinet, rendered immobile and unusable, since November. Product_Or_Service: Video LIft Order_Number: XXXXXXXXXX Account_Number: XXXXXXXXXX

Desired Settlement: Our desired outcome is that Ethan Allen pay $3,000 out of the total cost ($5,000) to replace the lift.

Business Response: Business Response /* (1000, 5, 2013/06/14) */ To Whom It May Concern, We reviewed Ms. ********'s dispute regarding her issues with the 13 lift unit. Our goal is to always provide the highest possible quality in all of our products , consistent communication and meaningful service to all of our clients. I apologize for any inconvenience this situation may have caused Ms. ********.. Ethan Allen offered a 5 year warranty on the XXXXXX wood lift cabinet and a 2 year warranty on the 13lift unit itself. We have been working diligently with the overseas vendor regarding replacement parts for the 13lift unit. At this time I am happy to say replacement modules have been ordered and are due into our distribution center sometime in Mid August. I will be very happy to have the service center order a replacement module for Ms. ******** and hopefully this will resolve her issue with her unit. Best Regards, ****** ******** Corporate Client Services Parts Sourcing Team Ethan Allen Global, Inc Danbury CT 06811 ************ ************ (Fax) *********@*************.com

6/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We ordered furniture from Ethan Allen, Pleasanton. It was a true bait and switch.They showed us something good and when we ordered them they delivered utter waste. It's not worthkeeping in our home. They basically cheated showing us something and delivering us something from a corner store utter sub-standard product to say the least. Product_Or_Service: Septermber, 2012

Desired Settlement: We would like our furniture replace for something that's worth keeping, the one's they showed us and what we ordered.

Business Response: Business Response /* (1000, 5, 2013/05/02) */ Dear Ms. ******** We contacted Regional Management in regards to the case of ***** ************** #XXXXXXXX. We have been advised by ********* ***** Regional Client Service Manager, that she reached out to Mr. ************** personally to address his concerns. At that time Mr. ************** requested for an inspection of his other upholstery items which has been scheduled with Mrs. *************** for 5/8/13. A service technician was sent to inspect his initial concern and has advised Mrs. ************* they have already submitted an order for replacement inserts. ******* ********* Client Service Represenative has left a message for Mrs. ************** informing the replacement is due in the week of 5/20/13. Once arrived the service center will contact her to schedule an appointment to have a technician replace the inserts. For any additional assistance they may contact Ms. **** at XXX-XXX-XXXX. Sincerely, ***** ******** Client Service Representative Consumer Response /* (3000, 7, 2013/05/10) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) After the initial check, further check has revealed every piece of furniture delivered by Ethan Allen is defective. Basically it was "bait and switch". The solution offered by Ethan Allen is to replace the cushion inserts. They will come to our home, with the inserts and use our home and time to replace the cushion inserts. For one our home is not Ethan Allen factory nor we can spare time while Ethan Allen conducts its business in our home. The best solution would be to order new ones and replace the ones in our home. Looking for good old customer service. To top it we haven't anyone from Ethan Allen customer service talking to us. No estimate on when they will replace. The other way to resolve this is we could return all the furniture if Ethan Allen is willing to refund our money. Consumer Response /* (-5, 8, 2013/05/10) */ After the initial check, further check has revealed every piece of furniture delivered by Ethan Allen is defective. Basically it was "bait and switch". The solution offered by Ethan Allen is to replace the cushion inserts. They will come to our home, with the inserts and use our home and time to replace the cushion inserts. For one our home is not Ethan Allen factory nor we can spare time while Ethan Allen conducts its business in our home. The best solution would be to order new ones and replace the ones in our home. Looking for good old customer service. To top it we haven't anyone from Ethan Allen customer service talking to us. No estimate on when they will replace. The other way to resolve this is we could return all the furniture if Ethan Allen is willing to refund our money.

5/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased 3 pieces of furniture from Ethan Allen, Montgomeryville PA in January 2012. The furniture squeaks and repair man has come out 7 or 8 times, replaced mechanisms and lubricated but it still squeaks. I paid a lot of money for high end furniture that is not satisfactory. I have called and received many calls over the last year. The store owner Mr. ****** was to call back on May 6, 2013 and I am still waiting for that call. It is not natural to have repair people to come into your home to repair sleeper soafa and chairs. Since this can not be fixed I would like my money back.

Desired Settlement: Since they said they can't figure why the furniture is still squeaking I would like to have a full refund of $5,435.43.

Business Response: Business Response /* (1000, 5, 2013/05/23) */ We would like to thank Ms. ****** for allowing us the opportunity to address her concerns. Our service center is making arrangements to pick up her two recliners and sleeper sofa from Ms. ******'s home and a full refund will be issued after the pick up takes place. If Ms. ****** has any questions, she can contact me directly and I will be happy to assist in any way I can. Regards, *************** Ethan Allen Global, Inc. Ethan Allen Drive Danbury, CT. XXXXX

5/24/2013 Problems with Product/Service
5/2/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a sectional sofa from Ethan Allen in New Orleans in March of 2012.I also purchased the lifetime warrenty at an extra cost. I paid close to 6000.00 for this sofa. The sofa was delivered by the Ethan Allen in Baton Rouge in June of 2012. In September 2012, I noticed one of the cushions had come unsewn in the seam. I contacted ***** at the Ethan Allen store in New Orleans. She was the person I purchased the sofa and lifetime warrenty from. She contacted some other person in Ethan Allen. I had to take a picture of the cushion and email Ethan Allen. I played phone tag with people from the New Orleans and Baton Rouge store for 4 months. Finally in January 2013, I called ***** again explained that I had exhausted all efforts and needed help. I was told that a cushion was being made and shipped to me. I contacted *** at Ethan Allen in April 2013. He was going to look into this futher and handle it. I is almost May 2013. Almost a year since I received the sofa, and I still have a cushion that is unsewn. I am extremely disappointed that I purchased a liftime warrenty at an extra cost, and this warrenty does not do anything for me. Ethan Allen has sent me a defective sofa, and sold me a warrenty that they do not make good on. I have asked for almost 9 months to replace this cushion. The only thing Ethan Allen does is give me the run around. No one is responsible to replace a cushion even with extended warrenty! Product_Or_Service: Bennett Sectional Sofa Account_Number: Sale/Customer *****

Desired Settlement: Ethan Allen can come pick up their sofa. I do not want a product that I can not have repaired. I would like a refund not only for the sectional sofa, but also the extended warrenty I purchased. I have all the paperwork from the sell of the sofa and warrenty.

Business Response: Business Response /* (1000, 5, 2013/04/30) */ At Ethan Allen, our goal is always to ship products as soon as is possible. We truly apologize for the delays in shipping the cushion covers. I have been in touch with Mr. **********, local principal of the Baton Rouge location. Mr. ***** has been able to identify an opportunity for improvement within their operation so a similar situation does not occur in the future. According to UPS tracking information, the package was left at client's front door on 4/24. We truly appreciate client feedback and would love the opportunity to work with Ms. ****** ********* in the future. Consumer Response /* (2110, 7, 2013/05/02) */ (The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

4/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We ordered a Miller Farmhouse table and 8 Caroline Regency chairs on November 10, 2012, Sales Order # XXXXXXXXXX. The table that was delivered December 28, 2012 was defective (leaves/apron discolored and did not match table). The chairs were delivered January 30, 2013. The replacement table top was delivered February 23, 2013 (table defective again, top splinted, apron defective). I have spoken with our design consultant ********** (XXX-XXX-XXXX), the manager of the Annapolis store, *************** (District Operations Manager *****@**************com, and *********** (*****@**************com). However, no one will return my numerous calls or emails. We specifically decided to purchase from Ethan Allen because of their reputation for quality and service, so I find it hard to believe that this is really Ethan Allens approach to customer service. Order_Number: XXXXXXXXXX

Desired Settlement: After this exhausting process we simply want to return everything, receive a full refund and be done with this ordeal.

Business Response: Business Response /* (1000, 5, 2013/03/15) */ The timeline with the below client seems to be mostly accurate with the exception. Client's husband has been in contact with the design center manager. As to resolution or option provided: Client received replacement of top which had minor issues that could be readily resolved with an in home service per terms and agreement. Client does not want to service and requests return with full refund. Mr. ********** advised that ****** would be able to return all pieces but it would be within the terms of original purchase agreement and subject to restock / cancellation fee. I left a message on a phone line provided by Mr. ********** stating that I do stand behind the decision / option provided by ********* , Design Center Manager and that he should advise on their decision on how to move forward, either with service or with return. Bottom line is this is custom made furniture and client has been made aware of nature of product expectations and the use and care instructions. Consumer Response /* (3000, 7, 2013/03/25) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) We would like to return the entire dinning set. We purchased the chairs and table together five months ago. We have given Ethan Allen ample time and two tries to produce a defective-free product and they are not able to do so. The set never came as promised, so the set should be returned without a penalty to us. If someone would please call us back, we would like to initiate the return. Ethan Allen appears to be arguing that the table and chairs are separate items, so they want to charge a restocking fee for the chairs. This position is outrageous and disreputable. Almost half a year after we placed our order, they have still failed to deliver a non-defective table. After such an appalling performance, one would think they would say sorry we let you down, hope we can do better next time. Instead they are trying to bilk us out of a restocking fee. This was our first purchase from Ethan Allen and hoped they would confidently stand behind the strength of their product and offer a good-faith effort to resolve this. However, we have called several Ethan Allen offices numerous times and received no response, so for them to say that they called once and left a message is extremely insulting. They know that they delivered badly flawed merchandise, so their lack of effort in correcting the situation is very disappointing. Business Response /* (4000, 9, 2013/04/12) */ To whom it may Concern I am writing in response to the BBB complaint received from ****** ****** regarding Ethan Allen's customer service, refund, terms and condition polices in regard to the Miller Farmhouse table and 8 ****** Regency chairs purchased in November of 2012 We are proud to outright state that it is rare that our custom pieces require service, however sometimes, things can go wrong and when they do Ethan Allen has customer service systems in place that promise to remedy any flaws in our custom home furnishings with a 100% customer satisfaction rate. In regard to ****** ******, we began the process of servicing the Miller Farmhouse dining room table. Servicing a custom piece can without a doubt requires a challenging scheduling and we appreciate the consumer that is patient with our custom mills and technician schedules. Certainly after two tries to repair a custom piece, we completely understand the frustration and although our technicians explained to us that the recent flaw could easily be serviced and repaired on site, Ms. ****** had reached a frustration limit and requested to return the table with a complete refund. We agreed to do so and it was disappointing to us that Ms. ****** did not want to continue a relationship with Ethan Allen What has then become increasingly difficult for Ms. ****** to understand is unlike other furniture retailers, we do not sell "sets" of furniture as it pertains to "bedroom sets"," living room sets", and in Ms. ******'s instance, "dining room sets." Ethan Allen offers a large breath of custom made home furnishings that enable our consumers to choose from different wood finishes and fabric options that are unique to their personal taste and lifestyle. Although within our Design Centers a Dining Room is showcased consisting of a table, upholstered chairs, and buffets, they are not mass produced as a "set". A design associate assisted Ms. ****** and together they chose a custom wood finish with an accompanying custom fabric that suited their d├ęcor that was completely different then the example on our floor within the design center. Our custom options are clearly depicted and advertised as such and our order process also lists each item individually with the quantity also indicated. At the point of sale, my design associate clearly reviewed the items, which Ms. ****** initialed and she also outlined our terms and conditions, where it clearly states custom options are final sale, also initialed by Ms. ******. We agreed however, to take back the custom chairs and explained that a restocking fee would be accessed. In summary, Ethan Allen has offered to service the flaw on the custom table, order a new table or return for a complete refund. In regard to the custom chairs, we have also agreed to honor a return with a restocking fee that is clearly outlined within our terms and conditions. A condition that is not at all uncommon with other retailers that deliver custom options. We take great care to ensure that Ethan Allen's reputation to deliver and service our consumers is carried through. I believe in this particular occurrence, we have clearly outlined our standards and have offered numerous solutions that we had hoped would be acceptable. Consumer Response /* (4200, 11, 2013/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ethan Allen has refused to make any good faith effort to resolve this problem. They just persist in repeating the same litigious rationale. So we decided we had no choice but just return the table. We called a week ago and asked for them to come pick up the table and refund our money. The Annapolis store manager said that the paperwork would be processed the next day and they would be in touch. A week has passed and no word. Yet another example of their desultory customer service.

4/1/2013 Problems with Product/Service
4/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 30, 2013, I purchased a custom made from Ethan Allen in the amount of $1,941.07. I was told that the bed would've been delivered the second week of January. Ethan Allen never called me to let me know why they were taking so long. Four months later, on March 2, 2013 the bed was finally delivered. My husband proceeded to assemble it, and he noticed that wood dowels were already inside the holes and glued. This seemed strange because the dowels along with all the hardware should have come in an unopened plastic bag. Then my husband noticed that the legs had water damage which very was visible, also one of the legs was chipped. It was very evident that this bed had previously been assembled and used.I immediately called the store where I purchased the bed, ****************, Pleasanton, CA XXXXX and spoke with Store Manager ********* and told them of my findings. I told Mr. ***** that I believed this bed had either been used or it had been on display. He asked me what I wanted to do. I told him that I would want to return this bed and get it replaced. The same day, Ethan Allen came back to pick up the bed, but I took pictures of the dowels and water damage and e-mailed them to Mr. ***** to show him evidence that this bed had previously been assembled. He never called me to acknowledge receipt of the photos I sent him. Today is March 24, 2013, no one has contacted since March 2 to give me status on my order. Product_Or_Service: Allesandra Queen Bed Order_Number: XXXXXXXXXX

Desired Settlement: I feel that Ethan Allen was purposely deceiving because knowingly they sent me a used or previously assembled bed. The evidence I have clearly shows this.I want the bed that I purchased brand new, and I want 50% refund of the original purchase price.

Business Response: Business Response /* (1000, 5, 2013/03/27) */ We would like to thank Ms. ********* for allowing us the opportunity to address her concerns. I have discussed this matter with Mr. **************, Senior District Manager of the Northeast and was advised Mr. ****** has communicated with Ms. ********* prior to this BBB letter. Mr. ******* advise they are re-ordering this bed and will prioritize it and once it is delivered to the local service center it will be inspected prior to delivery to Ms. *********. They will also be issuing a 30% credit to Ms. *********. Consumer Response /* (2110, 7, 2013/03/29) */ (The consumer indicated he/she ACCEPTED the partial settlement response from the business.) I would like to see the that 30% reflected on my statement. The full amount of the bed was already charged to my Ethan Allen credit card. I would also like to continue business with Ethan Allen and I do not want this incident to affect any future purchase. Thank you for your prompt response. ****** ******

2/28/2013 Problems with Product/Service
2/21/2013 Problems with Product/Service
2/20/2013 Problems with Product/Service
11/13/2012 Problems with Product/Service
10/17/2012 Problems with Product/Service
8/27/2012 Problems with Product/Service
8/23/2012 Delivery Issues
8/21/2012 Delivery Issues
8/1/2012 Problems with Product/Service
7/13/2012 Problems with Product/Service
7/10/2012 Problems with Product/Service
6/8/2012 Problems with Product/Service
6/5/2012 Delivery Issues
6/5/2012 Problems with Product/Service
5/3/2012 Problems with Product/Service
4/20/2012 Problems with Product/Service
4/18/2012 Problems with Product/Service
3/22/2012 Problems with Product/Service
2/28/2012 Problems with Product/Service
2/17/2012 Problems with Product/Service
1/9/2012 Advertising/Sales Issues
1/3/2012 Problems with Product/Service
12/9/2011 Problems with Product/Service