ComplaintsforEthan Allen Global, Inc.

• 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. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I found upholstered furniture online and wanted swatches. But swatches could not be ordered online. So, I followed the instructions and asked a designer to order the swatches for me. But he wouldn’t ship them to my PO Box. So, I said ship to the showroom and I will come get them. But the swatches he showed me were not the same as what I’d requested. He said the fabrics I requested were not available. THIS MEANS MOST OF THE FABRICS ADVERTISED ON THEIR WEBSITE ARE NOT AVAILABLE. I saw a sofa in the showroom that I liked. But the fabric on the display model was not available. I saw drapery in the showroom that I liked. But that fabric was not available. Also, on their website, Omni Charcoal leather appears to be several shades lighter than Lazaro Pewter leather. But in the showroom, the Omni swatch was considerably darker than the Lazaro. In conclusion, Ethan Allen misrepresents their offerings on their website and also in their showrooms. It is a sleazy bait-and-switch operation.

  Business response

  08/14/2023

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

  Please be informed that Mr. ****** *****, was notified via email by the District Operations Manager that oversee the Ethan Allen operations of the Website explaining that currently we are in transition from switching from one company to another and that is why most of our swatches are currently unavailable.  We should be in good stock of all our swatches by the middle of September.  The design centers order most of their swatches the same way, so if we are out on the web then they are not able to get them as well.

  The District Manager also asked Mr. ***** for which samples he was looking for as we may have some in our corporate office that we can send him.

  Thank you!

   

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because is shows the only way a potential customer might receive a swatch of fabric shown on Ethan Allen's website is by filing a complaint against them with BBB. Also, their response shows they have little interest in treating customers fairly; they only want a sale. Ethan Allen ought to change the way they operate. Meanwhile, potential customers ought to be warned away.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/28/23 we purchased a ********* ******** ***** ***** **** mattress from Ethan Allen’s online site. This is our third purchase of the same style, brand and size of mattress over the last 20 years. The previous mattress was replaced due to unrelated damage and was only 5 years old. We received the mattress on 7/14/23 and we were unable to sleep on it due to an apparent defect which rendered the left side of the mattress extremely hard and painful to lay on. Ethan Allen Customer service was notified of the defect on Saturday morning 7/15/23 and informed me that they would not replace the mattress but I could get a 50 percent refund. I requested that per their policy that they send their individual to examine the mattress. It has been two weeks and we have not received contact or a scheduled appointment for Ethan to examine the mattress. When I again contacted the company I was informed that they department will contact me when they have time.

  Business response

  08/10/2023

  To Whom It May Concern, 
  
  We have been in contact with Ms. ******** ***** and have addressed her concerns regarding her S******** ******** ***** **** **** ***** Mattress. A service technician went to Ms. *****'s home to evaluate the mattress and after carefully reviewing the photos, Ethan Allen has agreed to replace the mattress. 

  Ms. ***** has been notified via telephone and has agreed to an even exchange. 

  After the telephone call, a follow up email was sent to Ms. ***** re-capping the conversation discussed via telephone. 

   

   

  
  

  Business response

  08/10/2023

  To Whom It May Concern, 
  
  We have been in contact with Ms. ******** ***** and have addressed her concerns regarding her S******** ******** ***** **** **** ***** Mattress. A service technician went to Ms. *****'s home to evaluate the mattress and after carefully reviewing the photos, Ethan Allen has agreed to replace the mattress. 

  Ms. ***** has been notified via telephone and has agreed to an even exchange. 

  After the telephone call, a follow up email was sent to Ms. ***** re-capping the conversation discussed via telephone. 

   

   

  
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/21/23, we visited the *********** ** store to see bedroom furniture. We were sent a quote for what we saw and wanted to order the same day. Andover King Size Bed with tufted fabric insert, Heston dresser and Heston side chests. A few days later we went back to the store and placed the order. On 3/11/23 I received a text from the designer Jenny that the bed would most likely be delivered first, the headboard insert at a later date, then the side chests in mid/late April. Dresser to be delivered in May. Side chests were delivered 1st. Great. Bed was delivered in mid April. Dresser came in May. The insert arrived in May as well, but the delivery team said they didn't have the correct screws so they couldn't attach it to the headboard. 5/26 another technician came to attach the insert. The correct screws were here all along, but we soon realized the insert was not tufted (well 2 squares were, the rest had been cut to untuft them). so now we have a bed insert that looks like its "quilted" rather than tufted. A new insert with the tufting was to be ordered but we have not heard anything more about that and it is now 7/19/23. I have called a few times and have been told the insert arrived in early July, and they would call me to deliver. I keep calling and am told the same thing. Our quilted fabric insert is still attached to our bed. We have purchased many pieces of furniture from Ethan Allen over the years, but this is the 1st time it has not gone well. This is completely frustrating, and I feel we have been very patient. We purchased from Ethan Allen because we trust them to offer premium service and we pay premium pricing for that. We have not received premium service or even the correct product.

  Business response

  07/28/2023

  ******** ** *** ********* ********* ********* *** ***** ****** ****** **********
  
  Ethan Allen offers a vast number of options in our products. Not all options are offered on each item. Restrictions apply depending on construction, fabric content, plant of manufacture, etc. As we introduce new products, some of our current offerings and options will also be phased out or eliminated.
  This was the case for this bed, previously we had tufting options available for the headboard. After the order was placed, we discovered this option was no longer available. The design center made efforts to order as close to the original design. The insert did come in with broken ties that should have held the tufts. We tried ordering again, the replacement was not to our standards.
  As a resolution Ethan Allen is remaking the headboard upholstered insert with the smooth option and refunding the client the price paid for the insert. We have extended our sincerest apologies and focused on making this right for the client.
  

  Customer response

  08/09/2023

  The headboard insert that we were sold and subsequently ordered is not actually something that can be fulfilled.  We have been refunded the amount paid for the insert.  The current solution is that a new headboard insert has been ordered with the smooth fabric insert (without the "quilted" squares).  It has not yet been received but we have been told we will get updates on when to expect it.  The only updates we have received have occurred when I called for an update.  I was to receive an update last week but I have not gotten a call or email.  I assume I will have to call again to check on status.  I keep hoping they will follow through on what they have will happen with our order.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dining table finish cracking. I called customer service who said it is from wiping table with a damp rag that only a dry cloth can be used. It is unacceptable that a table intended for use with food cannot be properly cleaned. Customer Service said a technician can be requested to repair for a fee. For health and maintenance purposes a dining table should able to withstand thorough cleaning. The table should be repaired at no cost. A warning to consumers that the table cannot be properly cleaned should be mentioned at time of sale.

  Business response

  07/20/2023

  ******** ** *** ********* ********* ********* *** ***** ***** ****** **********
  
  Ethan Allen Gracedale dining table is an open wood grain table surface enhanced by a finish that's been wire-brushed by hand. The use and care guide on EthanAllen.com provides the same cleaning instructions for all our dining tables. As printed, we advise:
  Use a soft white cloth that has been dampened with a solution of mild soap and water. Wipe the surface again with a soft cloth dampened only with water to remove all soap residue, and use a soft, dry cotton cloth to completely remove all moisture. Each of our finishes has its own sheen or gloss level; we do not recommend the use of polishes that may change or damage the appearance of any item’s finish.
  
  We also do not recommend the use of chemicals in cleaning our case goods. We do offer a protection plan for any kind of accidents that can happen as well as a line of table pads to protect and extend the life of your dining table.
  This dining table was delivered in 2021 and the concerns with the top are use related. Ethan Allen strives to be solution driven and we have extended 3 options to the client in effort to help them with this concern.
  As we all know, life happens, accidents happen, and we want our clients to love their furniture. Nancy called back and accepted the offer for us to provide a courtesy table pad. This will be shipping in about 3-4 weeks directly to the client. The client also has the Regional service manager’s contact information if there are future concerns.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dining room table from Ethan Allen 9 months ago. I have used it twice. The edges on it are rough and unfinished. The stain is flaking off the edges. Also, the table extension does not correctly align with the table when in use. Finally, I was told to use a micro fiber cloth to wipe it down. When I did, it scratched the finish.

  Business response

  06/21/2023

  Dear Ms. *** ***** 
  First, I would like to apologize for the frustration you have been experiencing recently. After further review and discussion with you, we have agreed to send our service team to your home to further assess your Dining Table.  We will follow up with you once our team shares their feedback. Please do not hesitate to give us a call should you have any further questions or concerns. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/14/21 purchased a Conor incliner and the leather fabric was shown extreme wear and only in a portion of the sofa / incliner . When contacting Ethan Allen about the purchase to see why they would do , it took almost a year to even get a response, but was able to get a response , which when i did they contacted a technician to come to my home and take pictures and try to match the leather fabric to replace . 6 months later they have ordered replacement product and does not match the texture or color of the incliner . I was in contact with Manager Kathy Z********** but she hasn’t returned any calls and today 5/17/23, I feel I have really ran out of options for someone to assist me in finding a solution to this matter and hoping the BBB can contact someone . To purchase an incliner and spend $ 4402.50 it wasn’t cheap and should be better quality than what I received .I have made several contacts to the corporate offices and to no avail no one has responded to my requests

  Customer response

  05/18/2023

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

   

  I have had a conversation with a Regional VP

  So as if this moment I would ask to close or withdraw the claim 

  They seem to be willing to help me now 

   

  Regards 

  **** ******* 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Nov 2021 we ordered 2 leather recliners in person at the ***** **** ** store--they were delivered in Feb 2022. We paid over $5,500 for both chairs. On 11/23/22 we noticed leather fading on both chairs and contacted the store and sent pictures. The salesman put us in touch with Jaclyn C*****, Regional Customer Service Mgr. She arranged for someone from ***** *** to see the chairs in person, which took place just before Thanksgiving 2022. He agreed it was fading and shouldn't happen that fast. Jaclyn said they would replace one of the two chairs at no charge even though we requested our money back. She said they could either order the new chair and hope it matches the remaining one, or we could send a swatch to color match the new chair. We opted for color matching. On 12/23/22 she offered to email us a prepaid label which we still haven't received. I called twice and left messages with others who said they'd pass along the message to her. I also emailed numerous times with no reply. Now we're noticing the footrest on both chairs is rough and wearing off the leather. The quality is so bad, we now want a full refund of our money back. They can have the chairs.

  Business response

  01/24/2023

   

  Ref Complaint #********, order **********
  
  To whom it may concern:
  
  In response to Complaint #********, request for return & refund of custom leather Ethan Allen chairs. The complaint of leather fading and new complaint of scratches in the footrest are not defect, this is from use. The leather that the client choose is a semi aniline pull up leather, it is finished with a combination of transparent waxes and oils, which gives the leather a very soft hand, or feel. When this leather is stretched or pulled, the color migrates and becomes lighter in the pulled areas. Additionally, there is sun fading, the client stating the chair nearest the window having the most concerns.
  
  The client is comparing the way the leather is wearing on these chairs to the way her previous leather furniture performed. Being a completely different kind of leather, they will perform differently. In review of all of this, when these chairs were purchased, the designer may not have gone into detail as to what to expect with the leather.
  
  Ethan Allen originally offered to replace 1 chair as a gesture of assisting the client to satisfy their concerns. After further review, considering the natural characteristics of this leather in reference to the client’s concerns, we are going to allow the return of their custom chairs for refund as the client is requesting.
  
  Ethan Allen is always client experience driven, we strive to address all concerns and provide solutions.
  
  
  Sincerely,
  Jaclyn C*****
  Customer Service manager
  ************ ****************************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order September 5, 2022 for a sofa that was to take 2-4 weeks. It was paid in full at the time of the order. In October I asked where it was. She said it was at the shipper. I was given a number and called twice no one called me back. Finally todayI told them I would go and get it. We have a trucking company. No one reached out. Today I told them to get me the information or I would get legal counsel. They finally called and said they would deliver next Wednesday. I told them I want that couch for Thanksgiving and I would pick it up. They will not release it to anyone but me. We own a trucking company and a driver is right there to grab it and they will not let me get the couch I OWN.

  Business response

  12/02/2022

  Good Afternoon,
  
  To whom it may concern,  Ms. *** ****** made arrangements with Ethan Allen to have her sofa picked up and sofa is now in client's home.   

  Regards,

  Lina S*****

  Customer response

  12/05/2022

  
  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. ↩