ComplaintsforEthan Allen Global, Inc.

• 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,
  
  ******* *****

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/8/23 We went to ***** ****** location and purchased Table & chairs. #********** total $10,757.08. The table is unique with a gold base ,the chairs were customed designed to match our home. We were originally told the table would arrive in Oct 2023. Perfect, right in time for Thanksgiving. While we awaited the table and chairs, we continued our relationship with Ethan Allen to align living room pieces to accent the new dining room table and chairs. 7/31/23 We bought multiple pieces (#********** $12,866) for the living room to tie the dining room table and chairs. To complete the vision. We also custom-made pillows (#********** $1,000) to work in the gold elements from the dining room to living room. We were notified in mid-October that the dining room table was on a delay and expected end of Oct, then it was pushed back to mid-Nov. Then it was pushed back to Dec. We worked with Ethan Allen to get an alternative option for thanksgiving or allow us to take the one from the show room. I asked for this at end of Oct as it was needed for thanksgiving. We hosted this year, and I was so excited to have all my living room pieces already. The vision was coming together slowly. After many calls I was told they would bring me the floor sample for the week of Thanksgiving, and then swap it out once my table arrived on Nov 27th. I get a call the day prior to them delivering, and I am told that the floor sample base broke and it was not safe to deliver. Ethan Allen offered alternative, but at that point I gave up and came to terms that I won't have the table for thanksgiving. My husband stopped into the store last week to check on status to ensure we were still on for the 27th. Designer said yes, but the woman behind her corrected her and said possibly January now! How is something in route and then 2 months pushed back? They did give us full refund but what about all the other pieces I purchased to align with this table? I don't have the table and the vision is incomplete.

  Business response

  11/30/2023

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

  In response to the complaint about the delay on the Ethan Allen Stanton 60" Dining Table. While 75% of our furniture is made domestically in *******, we still have partners that manufacture around the world and this dining table is one of our imported goods. Ethan Allen provides an estimated date for product to arrive but that date can change if goods do not pass inspection, if shipping of products get delayed, etc. Ethan Allen did offer a loaner dining table to compensate for the delay and when it was deemed that the table offered had a safety concern, they quickly offered another table in it’s place.  
  At the request of the client, the dining table order was cancelled and refunded. The chairs on the order were custom and they were ready for delivery. The Design Center allowed them to be canceled with no restocking penalty as a courtesy due to the table delays. Custom orders are not cancelable or returnable due to preference. We understand the table was a key part of inspiration for the custom furnishings selected but it is the client choice to cancel that item, we cannot offer any additional returns or refunds on delivered products due to this request. 
  Ethan Allen Regional service manager reached out via phone to discuss the concerns and left a voicemail. We would like to offer to re-instate the dining table order, as well as hold the chairs with no money down if the client truly wants this table and to see the complete look that they originally imagined. This would be a good faith offer to have this order in for the client till the table arrived and no payment due till it was ready to be scheduled for delivery.  
  You can reach the regional service manager at ###-###-####, ask for Jaclyn.  
  Ethan Allen understands that delays while they can be unforeseen, they are very inconvenient for our clients. We want to offer options when the unforeseen happens to accommodate however we can.  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 7, 2023 we ordered a ****** Swivel Glider from Ethan Allen (EA ) Chair was delivered May 4. Chair arrived damaged & I made note of it on the invoice. Pictures were taken. An EA tech came to our home May 18. He was unable to remove the stain on the arm & was surprised by the patch job on the upper back of the chair. I reached out to EA May 31 & again July 17 for an update. At this time I reported the left arm cap would not stay on the chair. On Sept 15 material delivered to repair the chair. Appt scheduled & cancelled by EA because additional materials had not been ordered. Ms. H*** from EA came to our home Sept 18 & took the arm caps to her showroom. .On Oct 4 I reached out for a status & was told on Oct 15 the arm caps fit perfectly on the showroom chair. Their solution: Don’t use them. You aren’t putting them on correctly. We can sew snaps on them to keep them in place. When comparing pictures of our chair & showroom chair it is obvious the left arm of our chair is not symmetrical with the right. The reason the arm caps don't fit. Ms. Ha** told me to call EA Home & request the chair be remade. They responded they would do a repair not a remake..I sent an email to Ms. H*** Oct 26 explaining our frustration & requested a full refund of $1921. She agreed. I then received I a call from Pam C*****, Market Design Leader indicating we would receive two thirds of the cost of the chair, due to terms and conditions in the contract we signed. We have been very patient & accommodating throughout this process & believe EA should refund the full cost of chair. Ms C***** said we have no choice but to continue to wait for a repair or lose one third $640 of the $1921 cost. Because furniture is custom ordered, does this preclude EA from being accountable to accept returns of poorly constructed furniture? Is waiting six months for a repair not reasonable? The lack of quality control, workmanship & customer satisfaction is not what one would expect from Ethan Allen.

  Business response

  11/06/2023

  Ms. ******,

  I do apologize for any inconvenience and/or frustration this may have caused. With your purchase, the Ethan Allen Limited Warranty is included, Ethan Allen reserves the right to repair or replace when applicable as outlined in the Terms and Conditions you agreed to, at the time your order was placed.  A tech came out to your home to fully assess your ****** Swivel Glider, at which point in time it was discussed parts would be ordered, those have been received. An appointment was scheduled to complete the installation but later cancelled.  We value you as our client and want to ensure you are most satisfied with your purchase. We would like to offer a replacement order of your ****** Swivel Glider. 
  I have left another message for you to discuss the matter further and come to a suitable resolution. We appreciate and value your time and are looking forward to speaking with you.

  Please give me a call at your earliest convenience at ###-###-####.

  Customer response

  11/06/2023

  Waiting to hear back from Ethan Allen before responsing. Called last Friday and twice today. Left message with Jane G*****.

  Customer response

  11/14/2023

  Hello ***,

  I spoke with ******* this morning regarding our complaint against Ethan Allen  #*********. She advised I contact you and request our claim be reopened as this issue has not been resolved. I had responded on  November 6^, on the BBB website indicating I had not heard back from Ethan Allen after leaving multiple messages. I received a call on November 8^th and advised them that we did not want a replacement chair, but a full refund. They are charging a restocking fee of $640  for the “custom made” Monica Swivel Glider chair that is damaged and will need to be remade.

  After speaking with Ethan Allen on November 8^th, I was told by Michele (? ) she would reach out to the Design Center here in ********** regarding our refund. I have not heard back and planned to call today them today when I received this email saying the case is closed.

  Please reopen the claim as this issue had not be resolved.

  Thank you,

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

   

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

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

  Business response

  11/22/2023

  Ms. ******,

  Thank you for bringing this matter to our attention, We are sorry for any inconvenience that you may have experienced. We have issued a return for your Monica Swivel Glider. As previously discussed with you via telephone, on November 8th and again on November 15th, you have agreed to the return and pick up on Tuesday, November 28th. Upon completion of the return a refund will be issued to the original form of payment. Please do not hesitate to contact me should you have any additional questions or concerns.
  
  Thank you kindly,
  Michelle 
  ###-###-####

  Customer response

  11/22/2023

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction Date 5/31/23 $728.00 Deposit paid Sales order ********** Estimated ship date 8/13/23 Problem: I have not received furniture. Ethan Allen has offered discounts with the expectation of delivery. I am seeking a full refund of deposit and cancel of order.

  Business response

  10/26/2023

  *** ******** We are incredibly sorry for the inconvenience the delay in the shipment of your order may have caused you. Unfortunately, natural disasters impacted one of our manufacturing plants, and while we are in a recovery period, we understand this has caused an impact to you as well. We appreciate your patience thus far and will issue a full refund.  

  Customer response

  10/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a full refund is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False Advertisement: Product (mattress set) delivered was not same as product on display in store showroom. Refunds for product was issued, however they refused to refund delivery charges. As a customer, we did nothing that caused their misrepresentation. See uploaded complaint with ******* Department of Agriculture and Consumer Services.

  Business response

  10/17/2023

  ******** ** *** **** ********* * ********   ******* *** * *** **********  ******* ***** **** 
  
  In response to the complaint about delivery shipping refund. We have reviewed the request and cannot authorize a shipping refund to the client. Client made a purchase for a custom mattress and due to preferences on comfort, we could not satisfy the client’s needs and agreed to allow a return for refund of the purchase price plus taxes paid. This is a non-returnable item, allowing return for refund was extended as a courtesy. Due to this being preferences, services were rendered for shipping, no additional charge was asked for the pickup, and we cannot issue refund credit on the original shipping charges. 
  
  Ethan Allen offers high quality custom products and design services. When our clients run into a concern that is not quality related and requests to return a custom-made item(s) order at their request; we strive to be solution driven while still upholding our policy of the terms agreed to with a custom purchase. 

  Customer response

  10/20/2023

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

  Arrogance of this business is unbelievable.

  Business refuses to admit that they are trying to sell an inferior product by using a better product in their showroom. Which is FALSE ADVERTISEMENT!  Their representative agreed with that finding and that is the reason they gave a full refund.  We will continue to pursue in Small Claims Court.  

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi my name is ****** ****** and my husband is ******* ******. We purchased a sofa from Ethan Allen a few weeks ago. We have notified them of the defects and have tried to resolve this matter. My husband received a call from Jacqueline C***** the regional service manager. Her response to my husband was that they would charge us a restocking fee of 40 percent or 20 percent restocking with a deselection only. I also emailed Ms. C***** about her response and was not pleased with what she had to say to my husband. I am not pleased with the quality and craftsmanship of this sofa and also the professionalism of not getting a response from the sales person or the regional sales manager . We want a full refund because of the amount of manufacturing defects the sofas has and will like this matter resolved as soon as possible.

  Business response

  10/10/2023

  To Whom It May Concern,

  This client is having buyers remorse. There are no defects, they think the seams are not straight and don't like comfort wrinkles. When they called corporate, I reached out to them and discussed new item, factory wrap and that we could send a tech to fluff, deluxe and align. They declined and wanted a full refund and return. I offered that we can't do that but other options that would be restocking, reselect with reduced restocking or we can move them to another space, they can sell them if they want and order new at our employee pricing as a generous special offer.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Memorial Day Weekend my husband and I bought two couches from Ethan Allen in *********** **. We worked with Jenny, design consultant, who at the time was super helpful. We ordered one couch that has worked out great and we are very pleased with. The second couch was the Chadwick Couch in leather (Omni Camel). This leather swatch was brought to us while looking in the store at other options. This swatch was not available to see online or in the storeroom- we would not have even known about it had Jenny not suggested it. Upon evaluation it looked like it could be a good fit, so we took the swatch home that evening. My husband and I decided to go with this color and proceeded to order both couches that Monday. We received both couches on July 14th. The leather couch looked drastically different than the swatch (and pictures I took of the swatch). I immediately called the design center and spoke with Alan. He instructed me to take pictures and email both he and Jenny which I did that day. Jenny did come by the house two days later and proceeded to only then inform us that the swatch we had decided on was 10+ years old and that even though she could see the difference that corporate may not take the couch back because "they don't think it shows well in the showrooms". Im not sure why this was not communicated to us PRIOR to buying this color. We were also told at that time that she would submit the complaint and that we should hear something in the next week or two. We have kept couch covered and have not used it once. After multiple emails to check on the status, its now October, we still have not been communicated with regarding this issue. We keep getting told "thank you for your patience, you should hear soon". Last week was told that the manager would call us Friday and never heard anything. We have over 10+ pieces of EH furniture from over the years and wanted to order quality couches as it had been over 17yrs since our last couch purchase. We want this resolved.

  Business response

  10/16/2023

  ******** ** *** **** ********* *********   ********** * *** **********  ******* **** **** 
  In response to the concerns with the Ethan Allen sofas and request to exchange. We have reviewed the request and considered all factors of the leather selection, the finished product and the service experience. Ethan Allen reached out to the client to apologize and extend options. 
  The ********** family was kind enough to consider the options presented and have come back to Ethan Allen to select a new sofa and are going to use these existing sofas in another space. We’ll have our delivery teams move the sofas when the new arrives. One of our interior designers is going out to do a home call measure check to ensure everything will fit. 
  Ethan Allen believes in high quality product, customer service and extending fair offerings. When there is a concern or something goes wrong, it’s our goal to make it right for the client. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nine months ago, I purchased a sofa and loveseat from Ethan Allen. We purchased it because of an understanding that the product was of superior quality and didn’t mind paying the price for such. However, and sadly, the product is not of superior quality for the price ($6,500). The spring down firm box back pillows are sagging on top, even while rotating weekly as recommended) only seven to nine months into owning. When I reached out to the local design center where I purchased, I was told that at the time of my purchase they were sourcing from a supplier who has since been determined not of the Ethan Allen standard. Unfortunately, they have chosen to not address, repair or replace the sagging cushions, despite admitting they used an inferior source.

  Customer response

  09/05/2023

  Hello,

  I did receive an email reply on Sept 4 from EA client services telling me they would be forwarding my correspondence to the regional management team here in ******* and that I would hear from them within 24-48 hours. Will keep you informed as response proceeds.

  Thank you,

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

  Business response

  09/12/2023

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

  In response to the concerns with the cushion performance on the Ethan Allen sofa, Regional Service Manager has reached out to the client providing several options for resolution. Starting with discussing the construction of the sofa and the custom cushion cores for this item. Explaining why they are seeing the puddling effect where the feather toppers are on the cushions. It’s Ethan Allen’s goal to deliver excellent service, not just in the show rooms but after delivery as well.  

  
  The ******** family has been very accepting and kind about the solutions discussed. We are starting with a furniture technician to visit and inspect the performance of the cushions on 9/13/23, after the tech report we’ll make the best educated selection of options to move forward so they can love their sofa again. 

  Customer response

  09/12/2023

  We received an immediate response from the Ethan Allen Regional Sales Manager, Jaclyn C****** She has been highly responsive, empathetic and professional. During our first phone conversation she called prepared with four solutions, and I feel she is genuinely interested in resolving our concerns to our satisfaction. As reported in the above correspondence, Ms. C***** arranged for a service technician, who will come t9/13/23, to evaluate the sofa and love seat and hopefully provide us guidance to the best solution. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an order for $9000+ of Ethan Allen furniture in July 2022. We were told it would be about 6 months to receive the furniture, we were fine with that. When the furniture was finally ready in January 2023, we were informed that two of the large pieces had issues and we could opt to have them redone…we opted for that. On delivery of the partial order, a bedside table was damaged and the bed was put together all wrong, I had to help the delivery team correct the mistakes but one of the mistakes caused damage to a new box spring. 4 or 5 months went by and we heard nothing from Ethan Allen. When we finally contacted them, they claimed they could not reach us….we have bought numerous pieces of furniture over the years, they had all our phone numbers and email and address…why couldn’t they get in touch with us? Finally, the two pieces that were initially not delivered were delivered, along with a new top for the bedside table. The “furniture expert” that was to fix the bedside table was the delivery guy and he stated he didn’t even have the tools to remove the top. I stopped him and asked him to just leave the top and we would contact Ethan Allen. So, EA was contacted, they agreed to just send a new bedside table and a replacement box spring since the one was damaged by the bed that wasn’t put together properly. Then, we get a text from some furniture repair company supposedly hired by the insurance company of the delivery company about fixing the bedside table. I informed them I had to speak with EA first since this was not what was agreed upon. I call the regional manager, had to leave a message and two weeks have gone by and no response. So, I am stuck with a damaged bedside table, a top to a bedside table and no replacement box spring. If this is the was EA does business that is sad. Really? I expected new, non damaged furniture…not repaired junk that should be in the clearance section! We were refunded $1000 due to the mess ups and amount of time.

  Business response

  08/14/2023

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

  
  In response to BBB complaint from client **** & **** ******, their Ethan Allen purchase experience and service. The concerns outlined did happen, we have made strides to address and correct each miss-step including replacing items, financial compensation and internal training to make improvements. It appears most recently there was a miscommunication where a tech service was contracted but not needed, their efforts in contacting the client added confusion by no intention.

  
  To date, the replacement foundation is estimated to arrive the week of 8/21 and the replacement night table is estimated to arrive mid-October. Ethan Allen has sincerely extended their apologies. Both the District Manager and the Service Manager have been in communication with the ****** family. 

  Customer response

  08/14/2023

  This is an update. Jackie from Ethan Allen contacted me immediately about my complaint. Apparently she missed the message I left for her on voicemail a few weeks ago. I explained to her that a furniture repair place called me that was requested by the delivery company. Jackie had no knowledge of this and was very apologetic and I believe sincere. She explained that despite EA handling the issue, sometimes the delivery companies will unfortunately try to get involved. She assured me that everything that was agreed to is still in place and it will just take some time to make the furniture piece. 
  Jackie is by far these most helpful person that we have contacted into contact with at EA and I am giving her the benefit of the doubt that she truly just missed my voicemail. Once again, she has done more in the last couple of months than the local EA store did for us in a year. 
  Unless something happens, it appears the situation has been rectified and Jackie seems to be a great asset to EA. 

*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. ↩