ComplaintsforEthan Allen Global, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently made a very large furniture purchase with Ethan Allen and spoke specifically with someone by the name of Christopher who claims he is the Manager of their design center. The conversation escalated after I inquired about furniture removal of existing furniture. He was very unprofessional, flippant and exceedingly rude and over talked me. Since that conversation with him, I have been charged $6,294.81 and have NOT been able to obtain order status for the custom furniture I purchased. Moreover, whenever I check order status I receive an error message that indicates order not found. I believe this is an intentional act by the vindictive design center manager. Ethan Allen has always been so polished and I have purchased from them 15+ years and this has been a terrible disrespectful experience. He made it clear that he didn't care about me escalating my complaint. I need to resolve this or obtain an attorney, as I've been charged for items that I have been unable to receive the goods. By far this has been the worst experience I've ever had and to have this person Christopher forward facing the public is an atrocity. I do not trust transacting business with such a spiteful person or whomever has allowed this person to manage a center.

  Business response

  06/05/2024

  **** made a purchase of a sofa and loveseat through the Ethan Allen website on Monday, May 27th, 2024, on Memorial Day. She was experiencing issues in checking for order status update due to a system error, so she reached out to the ********* Ethan Allen for assistance and spoke with district leadership Tabitha. **** was concerned that the order didn’t go through and asked if she should place it again. Tabitha encouraged her not to place the order again because the corporate offices were closed for the holiday, which was likely why the client did not receive an order confirmation or status update. Tabitha didn’t want her to place a duplicate custom order resulting in her paying twice, so she explained she would investigate it with the virtual store leadership team and return her call the following morning with an update. As promised, ********* leader, Christopher, contacted **** the next afternoon to inform her that he was able to confirm the order was placed. When **** asked about Ethan Allen moving her original sofas upstairs, Christopher relayed our corporate policy in that we do not move furniture to different floors due to the possibility of damaging the items or injuries resulting from moving pieces. Mrs. ******* did not agree with what he relayed, despite it being a policy put in place to protect both the client and our drivers. He did provide a solution that clients in the past have hired helpers, movers, or handymen to assist in this process. Christopher continued to provide any information to Mrs. ******* that he could, despite this order being placed online and not at the physical location. Christopher has no control over these orders being placed, changed, or updated. The error in not being able to see an update online was an unfortunate system glitch that has since been resolved for the client. She has also spoken with our online team who provided her a status update and her purchase is due to be completed faster than originally quoted on the website.

   

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This is not the conversation I had with Christopher, in fact, he never provided policy details other than it being a policy. He proceeded to give me the individual’s contact number and said it was his decision. This person never called me back so I didn’t further pursue it.  To add, I never said Christopher had control over this matter, simply stated that if this is against policy then their contracor should not be offering this service to their customers to ensure no confusion. This was something offered to me when I had my last delivery for Ethan allen: I mentioned I would be ordering couches next- to which he asked me to let Ethan allen know that I need the old furniture moved.

  There’s no excuse for the way Christopher spoke to me, he was flippant, talked over me and could care less how I felt about it. He was terrible and should not be working with directly with customers.

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

  Business response

  06/07/2024

  Mrs. *******,
  We have addressed the issue with our contractor relaying that incorrect information and we apologize for any inconvenience you experienced from the differing answers. We have also spoken to Christopher regarding the situation as well. By no means was anyone trying to be rude or provide you with anything less than excellent service. You had mentioned in your previous review that you believed the order tracking error was an intentional act by the manager and we wanted to fully ensure you that is not the case. We are very much looking forward to delivering your beautiful product on order as soon as it arrives.

  Customer response

  06/07/2024

  
  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,
  
  **** *******

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 3 rugs Oct 2022. Delivered in April 2023. 2 **** Rugs and another style for my living room. All 3 defective. Reported to designer and store mgr. Took months to resolve, all 2 replaced, all 3 defective again. **** rugs buckled and looked horrible, living room rug had been rolled up and never flattened out both times. After research agreed to replace with different rugs the 9x10 and living room rug. Both okay and were delivered for the final time in April 2024. I had reported months ago the 6x9 was buckling again. After looking at it was told it had a spill and the backing was jute and it would buckle and couldn't be fixed. Other customers had the same problem. company refusing to replace although they replaced the other. No clue what the deal is I have spent over $20K with Ethan Allen - I want a refund or agreeable replacement. You cannot replace one and not the other.

  Business response

  05/14/2024

  Local leadership has successfully connected with Ms. ***** for a resolve.
  The client has been contacted and is working with the Design Center Leader on a suitable replacement rug.  The client was very pleased with our swift manner of follow-up and stated that she would be working on a new purchase with us due to the way we handled her service issue. 
  The customer also stated that she would respond to the BBB complaint as solved.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Ethan Allen due to the company refusing to honor the 10 year warranty of my MATTRESS I purchased in 2017.. I contacted customer service and took all the steps necessary to have the warranty of my MATTRESS taken care of. After having Ethan Allen have a furniture service technician come to my home to take a look at my MATTRESS to determine if it was defective..the technician deemed the MATTRESS had a 3 inch indentation..Ethan Allen warranty on mattresses is if a matress has 1 1/2 inch indentation it is covered 100 percent.. my MATTRESS has a 3 inch indentation. I was called by Ethan Allen Steven from the Ft Lauderdale showroom to let me know they were going to order my MATTRESS.. I also have voicemail messages from the company letting me know they wanted to set up a day for the new matress to be ordered and delivered I then got in contact with the next person which was Alex from the ********* *** showroom who was supposed to help me out with the matress order.. he told me that Ethan Allen No longer carried my MATTRESS as it was discontinued by Ethan Allen. I wonder why? Therefore Alex stated that Ethan Allen did not have a MATTRESS available for the price I payed when i purchased my MATTRESS AND BOXSPRING Therefore I would have to pay the difference to have them cover the warranty of my MATTRESS AND BOXSPRING. I WAS TOLD THEY WOULD NOT ORDER A NEW MATTRESS UNLESS I PAYED THE DIFFERENCE IN PRICE . NUMBER 1 , IT IS NOT MY FAULT THEY DO NOT CARRY A MATRESS OF THE PRICE I PAYED IN 2017.. NUMBER 2 IT IS NOT MY FAULT AS A CUSTOMER THAT ETHAN ALLEN CARRIED A PRODUCT OF SUCH TERRIBLE QUALITY I AM SUFFERING SLEEPLESS NIGHTS DUE TO THE MATTRESS BEING IN TERRIBLE SHAPE AND I AM HAVING SERIOUS BACK PROBLEMS DUE TO THIS FAULTY MATTRESS ETHAN ALLEN SOLD ME AND I PURCHASED WITH A 10 YEAR WARRANTY. I AM AND WILL TAKE THEM TO COURT IF THEY DO NOT COVER THE WARRANTY. DUE TO THEIR LACK OF INTEGRITY . AND THE BACK PAINS AND SLEEPLESS NIGHTS I AM HAVING

  Business response

  04/16/2024

  ******** ** *** **** ********* * ******** ******* ******* ***** * ******** *** ********** ***** **** ****
  
  In response to the complaint about an Ethan Allen mattress purchased in 2017. Our mattresses have a 10 year warranty for failing coils or defect. The client reached out with concerns of a dip in the mattress. The spring concern was confirmed but looked to be the result of improper storage of the mattress by the client or lack of rotation maintenance. There was a defined indentation on the outside panel that could not have occurred from normal use.
  
  As a courtesy we offered store credit for replacement. This specific mattress is discontinued but the store additionally offered over 50% off a new mattress to accommodate. They waived the delivery charge of $299 on the new mattress and only asked the client pay the small price difference. The store quoted a foundation with the mattress. We do not need to include that, we can remove that from the quote and then the client would only have about $100 in price difference to receive a brand-new mattress, with another full 10 year warranty.
  
  They have declined this replacement order and courtesies offered. Ethan Allen can not discount the order any deeper than already extended. If client decided to refuse service and refuse the credit to be used on a new mattress then we will consider the matter closed. As a final courtesy, we will keep the pricing offered to the client available till 6/30/2024. After that the replacement credit and pricing offer extended will no longer be available. We will keep this option open for the client till then.
  
  Excellent service and timely follow up was extended to the client when they presented their concern to us. A fair resolution to the concern was extended.

  
  

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer response

  04/16/2024

  I am appalled by Ethan Allen's response stating that under " NORMAL" use of the MATTRESS a 3 inch Indentation would not occur. That is insulting and a pure pathetic lie on part of the company. The reply I received from the ********* Design Center from Alex was completely different than what Ethan Allen is offering me . They " Ethan Allen" are changing stories here on The BBB and blaming the Customer for the MATTRESS being defective.  Horrible.  They are also being deciecful in their  communication and actions. I am not paying 1 penny for a MATTRESS I oayed for that comes with a 10 year warranty!!

  Business response

  04/17/2024

  ******** ** *** **** ********* * ******** ******* ******* ***** * ******** *** ********** ***** **** ****
  
  In response to the complaint about an Ethan Allen mattress purchased in 2017 and 10 year warranty. Sharing the published words from the Ethan Allen warranty guide, what is not covered and what is reviewed when inspecting for defect or warranty concern.

  From the Ethan Allen warranty guide:
  Warranty does not cover damage to coils or border wires due to bending, structural damage from misuse, abuse, or using an inappropriate support system and/or mismatched set; damage caused by water/moisture; damage to fabric coverings and handles; sagging; firmness/comfort preference or impressions of less than 1.5" on a mattress in a non-tacked or tufted top surface area. Law tag label must be affixed for warranty coverage. Proper mattress support is defined as traditional flat foundations (standard, low, or ultra-low foundation).
  
  In the Ethan Allen use and care guide published on our website, it advises proper care for a mattress includes rotation for even wear and use. We provide QR code links to this guide on every sale purchase contract.
  
  As a courtesy we offered store credit for replacement mattress. This specific mattress is discontinued but the store additionally offered over 50% off a new mattress to accommodate the large price difference. They waived the delivery charge of $299 on the new mattress and only asked the client pay the small price difference on the upgraded mattress selected that is deeply discounted. The store quoted a foundation with the mattress. We do not need to include that, we can remove that from the quote and then the client would only have about $100 in price difference to receive a brand-new mattress, with another full 10 year warranty.
  
  We offer mattresses under the price point originally purchased, the client can select a different mattress and have no out of pocket expense.
  
  Ethan Allen has been accommodating and again, offered fair resolution. This courtesy will be available till 6/30/2024 for the client to use. After that, the replacement credit and pricing offer extended will no longer be available. We will keep this option open for the client till then. No additional discounts, credits or extension on this offer will be extended.

  
  

  Customer response

  04/17/2024

  I want to verify what Ethan Allen states before I accept their offer. I am demanding a new MATTRESS and BOXSPRING as each mattress requires the appropriate BOXSPRING to hold the MATTRESS correctly.. when I purchased my MATTRESS I purchased it along with the matching BOXSPRING from Ethan Allen. I would like to advise whomever is responding to my messages from Corporate Office to learn more about their products. The MATTRESS was bought with the matching BOXSPRING,  the MATTRESS can not be rotated as it is a one sided mattress like all of Ethan Allen MATTRESSES that can not be rotated.. therefore it is imperative that Ethan  Allen train all their EMPLOYEES and educate their EMPLOYEES on the products they carry in their furniture stores stores. thCUSTOMER 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased four bar stools. The seller encouraged me to purchase the protection plan and so I did. The protection plan was $199 plus tax. The plan was for a 5-year protection plan with *********. The purchase was originally made on 8/31/20. In November of 2023 I filed a claim with ********* about fabric pulling away from the seams and stains I was unable to remove. They sent a technician in early December who used a staple gun to staple the fabric back on. I tried to stop him but he said that he did it so the fabric would not pull further. I said that it looked terrible and he said not to worry because they would replace all four chairs. I should hear back within a week or two from them. I never heard from them. I called Ethan Allen and they have not addressed the problem. I am very upset because they keep telling me to call *********. Or they say, "file another claim". I've done everything they ask and they have not yet addressed the problem. I sent pics to them too. It is now March 21, 2024. In addition, every effort I have made to contact ********* goes unanswered. I get put on hold for HOURS. I have made more than 8-10 attempts to contact them and wasted more than 8 hours on hold.

  Business response

  04/04/2024

  ********* has agreed to replace two of the stools as an part of the claim resolution.Ethan Allen in good faith has agreed to recover the two additional stools at no cost to the client. This remedy was communicated to the client and the resolution was accepted.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding a recent couch purchase from Ethan Allen in ********* **. I am incredibly dissatisfied with the service and resolution provided thus far, which has been nothing, and I am seeking immediate action to rectify the situation. On March, 2nd my husband and I received a couch delivery from Ethan Allen which we were told was not to be delivered until end of April, eight weeks ahead of time which begs for some questioning on whether this was truly a custom made piece. During the delivery process, it was noted that the color of the couch did not match our expectations. The delivery personnel, his contact information is ###-###-####, reassured us that we should contact the store regarding the color discrepancy, indicating that the matter could be resolved. We had no idea at this point that the label was not sewn into the couch and that it had been ripped off and left under the seat cushions. Subsequently, when I reached out to your store regarding the color issue, I was instructed to provide a photo of the label on the couch for verification purposes. However, upon attempting to take a picture, I discovered that the label had been torn off, rendering the warranty void. This discovery was deeply troubling, as it was evident that the delivery personnel failed to inspect the couch accurately before claiming to compare it with the paperwork. Furthermore, when I contacted the Delivery Guy to request the photos he took during the delivery process which my husband and I saw him do, he denied ever taking any such photos. This discrepancy in his statements further confirms the lack of integrity and professionalism displayed by their delivery team. Despite my repeated attempts to seek a resolution, I have been met with dismissive and unhelpful responses from the store manager, Christopher H******. When we went to the store to discuss it further, he said he would try to work something out. He kept the label from the couch. Despite his initial assurance to address the issue and provide a replacement couch with the label intact, he has failed to follow through on his commitment. Additionally, the obstruction in communication, such as blocking my cell phone number, only exacerbates the frustration and sense of mistreatment I am experiencing and there was no intention of doing anything for me but to make us leave the store. I demand a full refund or a brand-new couch with the label properly attached, as per the terms of the warranty agreement and the right color. Additionally, I expect to receive a response from them within 24 hours, outlining the steps they will take to address my concerns and provide a satisfactory resolution. Thank you for your attention to this matter. Sincerely, *** ******, ###-###-####

  Business response

  03/05/2024

  ******** ** *** **** ********* * ******** ******* *** ******* *** ********** ***** *** ****
  
  In response to the complaint about the custom ordered Ethan Allen Spencer sofa delivered on 3/2/2024. Delivery day, client inspected the sofa and signed for, no concerns noted. After the drivers left, client believed the sofa was the wrong color, requested an ivory fabric and in her lighting feels the sofa looks oatmeal. Ethan Allen asked for a photo of the tag, when she lifted the cushion of the sofa, the manufacturer tag was not attached to the decking of the sofa, but it was there in place. Client later took the sofa cushion into the Design Center and matched it to the fabric on the custom order, confirming the sofa was made in the fabric it was ordered in.
  
  There is a disclaimer that the tag should only be removed by the client. The warranty is not voided when the tags are not attached, if you have the tag saved, this will retain all warranty details for the furniture. Many items that Ethan Allen carries, the manufacturing tag is not fixed to the item, but it’s included with the paperwork on delivery day and client is advised to keep it somewhere safe with other important documents.
  
  Client was shown the fabric in person the day of purchase, client signed color copies of the fabric with all contracts agreeing that these were the custom options being ordered at the client’s request. They signed the terms and conditions that outline you have 72 hours to make any changes, after that orders are final sale. Client also signed and initialed alongside the bullet point in our contract where she declined our service of a Designer Home Call to see the space and bring the fabrics out. When discussing with the client the documents she signed, the client stated, “it’s just a couch, I was just signing paperwork”.
  
  Ethan Allen understands that custom orders are a commitment, it can be tough to remember what the options selected looked like. This is why we offer complimentary design services like Designer home calls, 3D floor plans, fabric swatches and wood finish chips from our website shipped directly to the client free of charge and we offer the AR in-home app to see the product in your space virtually.
  
  Ethan Allen is very transparent about it’s custom manufacturing progress, advising dates are estimated when orders are placed and that dates can change. On our website EthanAllne.com we have a tool that allows the client to track their order, watching it’s production status update till it arrives at our delivery terminal.
  
  The statements made by the client suggesting that associates tore the tag off her sofa, blocked her number or tried to deliver her a sofa that was not what she ordered are unethical and unjustified. Ethan Allen prides itself in service and quality of products. If something is manufactured incorrectly or has any warranty related concern Ethan Allen will take care of that for the client. This order has been reviewed in detail, everything was manufactured according to standards and produced with the custom options selected by the client, per our terms and conditions.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an entire home office suite of furniture from Ethan Allen in the summer of 2023. This included desk, book shelf, and two filing cabinets., plus a rug and a chair reupolstered, totaling $12,000. (The desk in question was $1480). All. of the wood pieces were in an antique white color, I received the furniture in Oct or nov of 2023. When I received the desk I discovered that they had painted over wood shavings in a certain place on it. They took it back and fixed it. Most recently I noticed that on that same desk there was a place along two sides where there is a pink color along the seams. There are also brown spots on the top of the desk, They told me this was a glaze to make it look antique, Well, this was't on the sample of the wood color that the designer showed me in the store when I made the decision to order it. And I don't know why they think a pink color makes it look antique. It just looks cheap as if someone painted it on with a paint brush. And the pink color and brown spots don't show up on the other pieces of furniture that I got as part of the same set in the same color. I asked the manager in the store to show me other pieces of the same antique white on the sales floor. He was able to show me one peice where you see a very very faint and subtle pink on the edges. You can hardly tell it is pink. The pink color on my desk is NOT subtle. I think someone at the factory or the repair center just did a sloppy job. The store manager refuses to fix it. I sent them pictures but is very hard to really tell by the pictures. I asked the designer to come to my house and look me in the eye and tell me that the pink and brown dots are the way it is supposed to look, She never responded. I have been an Ethan Allen customer for many years and the majority of the furniture in my house is Ethan Allen's. This is the first time that I have encountered a quality problem like this that they refuse to make right.

  Business response

  02/28/2024

  Client purchased a custom 52” desk that was home delivered on 10/25/23.  On or about 10/30/23 the client contacted Ethan Allen and a service order was created as the client had concerns about rough spots on the top of the desk.  Ethan Allen dispatched our warranty technician to the client’s home on 11/1/23 to inspect the desk.  The technician inspected the desk and discussed with the client her concerns to be addressed.  The client did not express any concerns regarding what she refers to as pink spots on the trim of the desk.  However, the technician did determine that the desk had several quality defects that needed to be corrected in our workshop.  The desk was picked up for repair on 11/24/23 and the same technician corrected the desk in our workshop.  Although the desk repairs were completed sooner, based on the client’s availability the desk was redelivered on 12/13/23.
  
  The client reached out to our design center on or about Friday 2/16/24 with concerns about pink spots on some of the trim on the desk.  Our design center sent a note to our Service Department, however before the Service Department could respond to the client to address her new concerns, the client posted this complaint on Monday 2/19/24. 
  
  The client was contacted and a new service order was created to schedule a service call to the client’s home.  Our service technician visited the client’s home on 2/27/24 to inspect the pink spots with the client which turned out to be antique glazing that is applied during the finishing process, but had hung up on around desk trim.  The client showed the technician the areas that she had concerns with, and subsequently our technician corrected them all to the client’s satisfaction during his visit.  As such, we consider this matter resolved and should the client have further concerns regarding the desk that she feels are covered under the Ethan Allen Limited Warranty she should reach back out to us.
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Physically stopped by the Ethan Allen store in ******** ** 2/7/23 to ask that they remove me from their mailing list. That was my 3rd request. 4th request was 5/2/23 I called ###-###-#### & requested that they please stop sending me catalogs. 9/2/23 I sent my 5th request (a letter) to stop sending catalogs. Today is my 6th request for Ethan Allen to stop sending catalogs to this address. I've never bought anything from this company...nor do I have an interest in doing so. This business has made no effort to resolve the problem.

  Business response

  02/08/2024

  Ms. *********,

  Thank you for reaching out to further address your concerns. We apologize for any inconvenience this may be causing you. As discussed with you, unfortunately we were unable to locate an account for you but may have been sending to a prior client and/or resident. 

  I appreciate you taking the time to share the photo of the correspondence you have received. As promised, I have submitted that information to our team for handling. 

  Please note, you may receive one more catalog, as the March/April issue has already been programmed to ship. 

  You have my contact information. Please do not hesitate to contact me should  you have any further questions or concerns.
  
  Thank you,
  Michelle

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Spencer track arm sofa/couch from the EA store in ********** ** in. November 2022 for delivery in April 2023 We received the order and saw that the couch backrest had issues. The wood frame was showing through the rear of the couch and was wavy and not straight. It looked like the ribs for the back of the couch were showing through. The one on the floor did not look like this. We accepted the couch as we had no other furniture at the time and that they would send out a repair person to look at it and “fix it”. Their repair person came out took a look and said that it was not correct. After some back and forth they said they would make another couch for us and that the production manager would oversee its building. Three months later a new couch shows up. And it looked identical to the original one (photo attached). We did not accept it. Called EA. The sales rep was good to work with and they recommended we choose a different fabric. We did. Off to build couch number three. A few months later couch three arrives with the new and updated and more costly fabric (they charged me an additional $500 for the fabric) and it looks slightly better but still you can still see the ribs of the back sticking through. So three couches later. Thousands of dollars later and I have a couch that looks like it was purchased as a discount furniture store or even worse. We have bought EA furniture for years for multiple houses and have never had any service issues. The other furniture we bought from them seems fine. Three side swivel chairs and an ottoman but the main focal is the couch and it looks horrible still. We visited a different EA and they had the couch on the floor with a perfect back so they certainly know how to make it but seem to have chosen to not make it the same way three times. So disappointed in the process the quality and will be advising friends and family to purchase furniture elsewhere. An embarrassment for EA to be sure.

  Business response

  01/09/2024

  Customer agreed to keep sofa for a cash discount which we processed for Customer on 1/3 /24....thank you joe E******* 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ethan Allen continues to sell a faulty product, in this case their signature mattress, in spite of the product being unusable. They sent a technician to evaluate the mattress and deemed the product to be unusable. They will not refund but only replace the product with the same unusable mattress. User reviews concur that many people have gone through this with Ethan Allen and they will not accept responsibility for selling a faulty product. Here are a few other comments from people who purchased this $3,000+ mattress: “ I ordered a mattress and box spring from Ethan Allen for $2,500. It was to last a lifetime. On 9/15/08, Ethan Allen replaced the set with the same item. Here it is, 1/2012, and the mattress sags so badly, I am forced to replace it again.” “ Don't buy your mattresses from them, they do not honor their warranty!!!” “These are the worst mattresses I have ever purchased! To the tune of almost $4000! As a previous reviewer states, what is in the store is not what shows up to your house. The mattresses I received are queen but don't fill out the bedframes and are not as high as shown in the store. What I received looks like a $500 set from a discounter! After 8 months the mattress was indented an inch deep as verified by a "quality control" inspector from Ethan Allen. I was told by EA customer service that was far off from the 1 1/4" indent that was needed to replace the mattress! Are you kidding me?? Great customer service Ethan Allen! I have spent $40,000 there and will never step foot in EA again. I am out $4000 for junk and have to replace my mattress.” The complaints are numerous and all the same as what we experienced. Ethan Allen should reimburse their customers for a shoddy and expensive product.

  Business response

  11/30/2023

  ******** ** *** **** ********* * ******** *******  ***** ****** ***** ******** ****** ********
  
  Thank you for the opportunity given to review Ms. ***** ****** BBB complaint ID# ******** regarding an order (********) for an EA Signature Platinum King Mattress, item *******. Our management team reviewed Ms. ****** request/concerns and as a onetime courtesy they agreed to refund Ms. ****** original form of payment for the mattress only even though the mattress was disposed, versus being returned.  A credit in the amount of $3496.79 was refunded today (11/30/23) and the client has been notified. 

  Thank you!

   

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 10, 2023 we purchased an Ethan Allen EA Signature Platinum Mattress (Order # ******** for $3,748.50). We had been shopping for a new mattress, and based on a Consumer Reports review we went to the Ethan Allen showroom in ********* ** to try out the EA Signature Platinum Mattress. My husband and I spent some time on the showroom mattress together and thought it was the one to buy. Shortly after, we purchased the mattress online. At the time, we were told that if we didn't also purchase the EA Signature Platinum Foundation, the mattress would have no warranty!!! We also purchased the foundation. The first night I "realized" that we must have been sent the wrong mattress or that perhaps by mistake they had delivered a used mattress because the mattress was uneven. Within a few days I contacted Ethan Allen and a technician was sent out to determine if the mattress was faulty. The technician seemed to agree that there was a problem, but when we were contacted by EA, we were told the mattress met measurement requirements and their manufacturer said the mattress was fine. The mattress continued to sag and sink in the middle as my husband and I roll together in the middle of the mattress. I contacted EA service again and a different technician was sent out. He verified that the mattress sinks in the middle as he tried it himself, but once again, the "measurements" were "correct" and the manufacturer found no fault in the mattress. We are now a little over 6 months into suffering with this mattress as we continue to make payments. We are told that the mattress is nonrefundable; however we were also told that without the foundation the mattress would have no warranty.

  Business response

  11/29/2023

  Good afternoon, 
  
  Thank you for giving us the opportunity to review Ms. ******* ***** request/concerns regarding complaint ID #******** for her Ethan Allen EA Signature Platinum Mattress and foundation. Our management team reviewed the request and agreed to accept a return for both pieces for a full refund. Ms. ***** was also notified via telephone earlier today. 

  Thank you!

  Customer response

  11/29/2023

  
  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,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩