Complaints

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• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we purchased a bed from Ethan Allen Furniture in worhtington with a 10yr warranty, on 03/01/21. after 1 yr, the bed developed a permanent shift of padding from both sides to the center, creating a permanent depression that is uncomfortable in the sense that when you get in it, you cannot move left or right (you are basically in a ditch). we have had them out each year, hoping they would make restitution, but they say there is nothing they can do. they still sell beds,so, there is something they can do.we have been customers there for almost *****, and this is our 1st complaint. we are looking for a 1 time customer courtesy replacement for something that is totally still under warranty.

  Business Response

  Date: 09/26/2024

  *** and Mrs. **** purchased the mattress in question on May 30th, 2021. It was delivered to their home on July 22nd, 2021. Our service department was contacted in January of 2022 by *** and Mrs. **** about a possible defect in their mattress. They stated at the time that there was a 5 inch depression in the mattress and that it was defective. Our head service technician immediately set up a time to go out and measure the depression. This was done in January of 2022.
  

  Whenever we have a client with a depression in their mattress we are instructed by our manufacturer to go and measure the depression. It is done by laying a string across both ends of the bed and measuring the drop from the highest point to the lowest point. A certain amount of depression in a mattress is natural and can vary depending on the firmness of the mattress and composition of the top. Since it is not wood or concrete,there will be some dip when it is used. We have been given a 1.5 inch determining factor of allowance before we can file a warranty claim for a defective product. This means that we must be able to show a 1.5 inch dip, when unoccupied, in the mattress top to file a claim.
  

  As stated above, the first service call was made in January of 2022 and our head service technician could not measure anything more than a .5 inch depression on the mattress from multiple angles. For customer service purposes, we filed the claim anyway and it was swiftly denied because it didnt meet the standard for replacement. We then immediately alerted *** and ******** about the decision. In October of 2022, *** and Mrs. **** called our service department again and claimed the dip had gotten much worse and now well exceeds the allowance. In the same month of October, our head service technician, and this time our service manager, went out immediately to do another measuring and see if it had indeed depressed. During the second service visit, we still could not find any dips that exceeded the .5 inch measured previously in January. Again, for customer service purposes, we filed a claim and were swiftly denied because we couldnt show more than a .5 inch dip.
  

  We let the customer know that was the determination and we did not hear from the client again until recently. They stated that it has gotten worse, and we immediately offered to come out again and do the measurement process. They refused our attempt to come and try to fulfill the warranty and stated they just want a replacement no questions asked. I can not file a warranty claim without proper documentation. Companies do that for quality control purposes, so they can make sure they are delivering the best product and dont have issues in their manufacturing process. We always stand by our warranty,but something must be a valid warranty claim for it to warrant a replacement.We would be more than happy to go out to measure the mattress again and file a claim on the customers behalf as we have done in the past.
  
  Warm Regards,
  Ethan Allen Management