ComplaintsforEthan Allen Global, Inc.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 30, 2021 my husband and I ordered a custom Colton Cal King Headboard with Design Consultant, ****** ******* **. We spent about a hour selecting the details and told him exactly what we wanted. It was very important that the headboard had nail heads and fabric to match the Ethan Allen footboard and side rail that we already have. Our previous headboard was damaged and we were only looking to replace the headboard. We communicated this to Peter S***** and even took pictures of a couch in the showroom with the nail heads that we desired to confirm that it would match the pieces we had at home. The total Sales Order including the $199 Delivery Charge and Sales Tax was $2,222.88. Please reference Sales Order **********. In December 2021 I received a call that the headboard was ready to be delivered but when it was uncovered it did not have the nail heads that I requested so I did not accept delivery. I contact Peter and he advised that he would take care of it. I patiently waited and 2/8/22 he emailed 'The nail head our workroom can add on the headboard, our company offer the special accommodation price is $875 (the labor and parts).' I was very clear when I placed my order that I wanted the nail heads however Peter placed the order wrong so I asked him to cancel the order and issue a refund because I refuse to pay the additional amount to fix his mistake and $3,100 is rather excessive for just a headboard. On 2/20/22 I emailed Peter to follow-up on the refund and Peter replied, 'Donna, I have checked with our operation manager, she said already complete the refund processing and you should get a refund these couple of days.' Once again I did not receive the refund and followed up with Peter again on 3/8/22 and he called 3/12/22 to advise that the refund had not been issued and that a 20% restocking fee would be subtracted from the refund. I am requesting a full refund for $2,222.88. This was the Design Consultant's error and we should not be penalized.

  Business response

  03/17/2022

  Attn BBB,
  While we had a signed agreement for all the items that were ordered, shipped and received per this agreement, we made the decision to refund Ms ********* based on her request. Therefore, Ethan Allen has agreed to refund this client for her charges, and has completed all the transactions required as of 3/15/22.
  
  
  Thank you,
  Mike J*****
  
  
  MICHAELJ*****
  Territory Design Leader
  ******* ***** ****** *** ******** **** ******** *** *** ***** ***** ********

• Initial Complaint

  02/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Back on May 30, 2021, my wife and I went to Ethan Allen, located in ************* ** to purchase furniture. We bought three pieces and all but the bed has been delivered. Original delivery date was October 2021. Every month I check online for the delivery date and it's continuously pushed back another month with no email or answer on why or what position we are in to get ours. Current estimated delivery is May 2022, a whole year after purchase. I keep calling and the only answer I get is the frame is not in stock. When we first ordered the bed, we were assured it was in stock. In fact, the "Allesandra Bed Frame" was not our first choice. Our first choice was back ordered and we changed to the Allesandra because it was available. I recently called the store we purchased the furniture from and they said we can cancel it to get our money back but our other two bedroom pieces match the bed. The other option was to change our order to something in stock but that would put us in the back of the line and start our wait all over again. I understand it will take time to make the bed, but it's the fact I was told at purchase that it was in stock and now, nine months after purchase, they still do not have my frame in stock. I do not want to cancel, and I do not want to change my order. Lastly, I understand the construction of the bed is subject to change, but pushing the start of my bed seven times is unacceptable. My order number is ***********

  Business response

  02/18/2022

  In reference to our client’s complaint about not receiving the order that was placed with our Design Center in ************* ** on May 30, 2021 – Ethan Allen would like to provide the following information. 

  
  Our client purchased a bed, a dresser and tall chest. Our client received delivery of the tall chest on October 18, 2021 and received delivery of the dresser on December 14, 2021. Unfortunately, Ethan Allen has been experiencing nationwide delays with the specific bed that our client purchased. We are currently experiencing component delays in order to manufacture this bed. At this time, our best estimate of completing our client’s bed will be in May of 2022. We recently contacted our client to advise him of the delay and now our client understands why the date of this particular item has been pushing back multiple times. Ethan Allen will continue to monitor the progress of our client’s bed and update them with new information as it is received. 

  
  Thank you for time and consideration in this matter. 

   

  ****** *****

  Customer response

  02/18/2022

  
  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,
  
  ******* ***

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered shades as part of an overall home office remodel through the ******* ** store on * **** **** from salesman Sam and manager Kevin. Ethan Allen came to the home and designed the office and recommended these shades. Sales order Number ********** order on 10/30/21 and installed in mid January. The shades are manually operated and with the as designed configuration of the office they cannot be opened and closed the office desks would have to be physically moved. We should have been told this. Ethan Allen stated in post installation discussions that they did offer us a remote control option for several hundred dollars more which we turned down. However, this remote option was offered to us as a convenience and not necessary for the proper operation of the shades. We explained to Ethan Allen at that time that the $4,000 paid for both shades were already over budget and we couldn't afford the remote option. When installed in mid January it was very apparent that the shades cannot be operated as designed. We cannot operate the shades and feel a refund is needed so we can purchase shades that function with the Ethan Allen designed room configuration.

  Business response

  03/02/2022

  *** ******** ** ****** ***** ***** ****** ****** * ********* *********** *** ********************** * 
  
  The purpose of this letter is to formerly respond to the consumer complaint filed by Ms. ********* *********** with the Better Business Bureau. 
  
  Ms. *********** visited the Ethan Allen ****** location on/around 10/30/21 and purchased custom-made window treatments for $4044.65, having paid an initial deposit of $2022.32 on their **** ending in XX****. Please see attached copy of signed sales order for the purchase as well as acceptance of Terms and Conditions of the purchase.
  
  During the quoting phase of the project, the client was offered 3 floor plan options for consideration. There were a couple “non-negotiables” that were provided by the client and influenced the floor plan selection including the location of a chair that their pet uses throughout the course of the day, in addition to, ‘framing’ the client while standing at desk with a piece of artwork. Floorplans are provided as a professional suggestion, subject to review and acceptance by the client, prior to purchases being made.
  
  As these window treatments are custom made, there are many different options available including ‘lite-rise’ which is manually operated and ‘power view’ which utilizes a remote (‘pebble’) and battery-operated head rail with component pieces. The client was able to review both options at the Ethan Allen ****** location prior to purchase. It was determined by Ms. ***********, prior to the purchase, that the ‘power view’ option was greater than their budget would allow and therefore the ‘lite-rise’ options were selected by the client.

  Included in the purchase of the window treatments was a professional final measure which was scheduled with the client to confirm sizing. Upon completion, manufacturing began, and the merchandise was made, shipped to our local installer and, upon receipt locally, the client was contacted to schedule installation.
  
  The client authorized the COD balance in the amount of $2022.33 to be charged to their ** ending in ******. The merchandise was installed as expected on/around 1/12/22.
  

  Ms. *********** contacted the Ethan Allen ****** location immediately after installation. The message of the client’s concerns was conveyed by an associate to their designer. The client’s designer and location manager were already in area for another client and made a special trip to the client’s home within an hour or two of the installation. While at the client’s home, the designer and manager demonstrated the ability to operate the custom window treatments considering the window sizes and as well as client-selected floorplan.
  
  To resolve the client’s concerns with their purchased selections, Ethan Allen ****** requested a cost from the manufacturer to convert the custom window treatments from ‘lite-rise’ to ‘power-view’ – which included several charges for shipping/handling, component pieces (batteries and power headrails), professional time in home (take-down/install) and the remote. The client was provided with the current pricing (including appropriate discounts) of $1345.82 to complete the conversion.

  
  This option was not agreed to by the client and it was communicated that the client was not paying additionally for these custom window treatments.
  
  Ethan Allen regrets that this client is unhappy with their purchased selections and to resolve their issue, Ethan Allen remains willing to proceed with the conversion quote provided, after payment is collected. Ethan Allen would also be willing to review alternative floorplan options with less “non-negotiables” for client consideration. Beyond that, and as included in the Terms and Conditions of the order, "after 72 hours following the time of the order, no cancellations , refunds, returns or exchanges are permitted." (T&C Section 2.A.).

  Should you have any questions, please do not hesitate to contact us. 
  
  Thank you, 
  
  
  KEVIN
  M*********
  SR. MARKET OPERATIONS LEADER
  ****** ***** *** ******** ** * ******* ***** ***** ******* **** *** ******* ****** ******* ** ***** ************ *******************************     

   

  
  

  Customer response

  03/07/2022

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

  
  

  Kevin M********* writes in the Ethan Allen response to our complaint “The client was able to review both options” and “the ‘power view’ option was greater than the budget would allow”.  We are unsure what Kevin is referring to as to reviewing both options, but sales person Sam simply pointed to the product across the room and there was no discussion or demonstration on how the window treatments would be nearly impossible to operate without the ‘power view’ option.  We believe that Sam should have told us this, as he had knowledge of both the treatments and our office configuration with large desks and monitors blocking the windows.   If we would have known this, we would not have purchased the treatments. Ethan Allen offered the services of their designers. Their designer proposed this layout and this type of shade and we agreed based on his recommendation. It was never stated that this shade would be nearly impossible to use based on the configuration of the room. We were mislead into buying a product we cannot use and therefore want our money refunded.

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

  Business response

  03/31/2022

  March 30, 2022

  
  RE: Purchase at ****** Ethan Allen Design Center - ********* ***********
  
  *** ********************** * 
  
  The purpose of this letter is to formerly respond to the second consumer complaint filed by Ms. ********* *********** with the Better Business Bureau. As such, please consider this letter to be an addendum to the previous information submitted (including attachments).
  
  After further review of this case with the leadership team at the Ethan Allen ****** location, it was brought to my attention that the client was provided with different pricing to convert the ‘lite-rise’ fixture to ‘power-view’. Kevin Hoosier, Ethan Allen ****** Design Center Leader, at that time, offered the client the opportunity to split the cost of the conversion at wholesale pricing of $800.00.
  
  In other words, the client was offered the opportunity to convert the existing treatments to ‘power-view’ for the price of $400.00 total.   
  
  Included in this response is the email communication with Ms. *********** and Sam Norman, interior designer, as well as Kevin Hoosier, Design Center Leader, supporting this offer. Further, this email communication confirms that the client was shown the ‘power-view’ option (noted as remote-control option) at point of sale along with an understanding of the upcharge.
  
  The window treatments that were installed in the client’s home are items used in many different designs by clients regularly – both in smaller and larger openings. The two options of ‘lite-rise’ and ‘power-view’ have a difference in price point that is recognizable and can prohibit use in a specific project based on budget. It is reasonable to assume that opting to use the ‘lite-rise’ or manual configuration would require physical inertia to operate. Taking into consideration the floor plan selected by the client as well as the manual, ‘lite-rise’ window treatments purchased, Ethan Allen does not believe that it misrepresented or misled, but that the client wishes at this time to upgrade to ‘power-view’ without cost.
  
  Ethan Allen continues to regret that this client is unhappy with their purchased selections and to resolve their issue, Ethan Allen remains willing to proceed with the conversion quote provided, after payment is collected. Ethan Allen continues to be willing to review alternative floorplan options with less “non-negotiables” for client consideration. Beyond that, and as included in the Terms and Conditions of the order, "after 72 hours following the time of the order, no cancellations, refunds, returns or exchanges are permitted." (T&C Section 2.A.).
  
  Should you have any questions, please do not hesitate to contact us. Thank you,
  
  Kevin M*********
  Sr. Market Operations Leader - B***** ***** *** ******** ********** ************ *******************************

• Initial Complaint

  02/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a King Size Alesandra bed frame on 6/6/21 at Ethan Allen. Most of Ethan Allen furniture is custom since you have to choose the wood color and fabric to go with it. We were told delivery would be in September 2021. We paid for 50% of the cost of the bed minus tax and delivery. Then we were told November, then January, then I started looking up the delivery status online. Status moved to March 2022. I contacted the company via email and was called by the store manager (********** **). He called me in January and offered to take $300 off the bed and comp the $199 delivery and setup fee. Just checked online again and it now says delivery to store 4/18/22. I was told all of this has been due to "factory issues, supply chain issues, delivery issues" but without any detail. The problem is that nobody is telling me exactly what is causing the delay and the date keeps moving, therefore I have no confidence we will ever get our bed. What is exasperating is that Ethan Allen continues to advertise to get people into their stores and I'm sure they are being told 12-16 weeks. I'm at 45 weeks and NOTHING. I really want answers and I want to know where MY BED is in the pipeline. Someone at the factory must know something but I have no way to access this information. Please help.

  Business response

  02/23/2022

  Good afternoon
  
  Good Afternoon, 
  
  
  I called the client today to speak to her about her questions and provide a better understanding on the delays. I explained to her, while we do manufacture 75% of our products in the US, some things we do use an outside vendor for. Specifically items with an ornately carved French or Italian exposed wood frame, we get these from overseas. When we receive these frames when we finish them, upholster them, complete the manufacturing to the custom specifications ordered. That was more of the answer she was needing to know. The reason for the delay is the frame is not here yet for us to finish the bed manufacturing. I made a commitment to her that I am going to reach out to our manufacturing side and ask specific questions in regard to, what place in line is this order, are the frames on a container yet, when in that expected. She acknowledged that there has already been a sale adjustment for the delay and asked if the most recent ETA is accurate. I told her it’s only an estimation but once we do have all of the raw materials on hand, her order will be prioritized.
  
  I additionally offered to provide a loaner bed so she could have her room feel more complete, she appreciated the offer but declined. In response to the 50% deposit, I offered to refund that in good faith while we wait for her bed to arrive, again she appreciated the offer but declined. I’ll be following up with the client next week. She knows how to check her own order status on line but my ability to gather more specific details for the client will help her communicate to her husband the reason for the changing timeline on her custom bed order. I provided her my contact information, she is so excited for this bed, just needs to understand the delay.
  
  
  Jaclyn C***** 

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a table and 6 chairs from the company in question to be delivered January 10th 2022. As of January 21st the business in question had still not delivered my items. I contacted the ****** **** location and spoke to a receptionist who informed me my table and chairs had not even been started yet and may take “another month or so”. When I ask why no one reached out to notify me of a delay I was told they were “extremely busy”. I can understand a few days of being “too busy” to call someone, but not nearly two weeks. When I asked if they would be doing something to compensate for my time the receptionist disconnected the call. At this point I just want my money back because the lack of communication and disrespect from your staff doesn’t deserve my business.

  Business response

  03/11/2022

  Hello, 

  I spoke to *** ******* on 2/9 and apologized for the lack of communication regarding the delay of her dining room table and chairs. The slip seats for the chairs have been delayed and still are, however I had a set to loaner her until hers arrive. We were able to accommodate her with the loaner slip seats and we delivered her table and chairs on 2/19. I am still checking on updates for her slip seats so we can switch them out and complete her delivery.
  
  
  Thank you,
  
  
  TODD W*****
  Market Operations Leader
  Ethan Allen Retail, Inc.
  *** ****** **** * ***** *** *** ******* ** ***** ************ * ****** ************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My family moved into a new home in May of 2021. At that time, we purchased a new couch from Ethan Allen. The communicated delivery date was a 16 week lead time, with delivery anticipated in September 2021. In September, we were notified that the order had been delayed by one month and we could expect delivery in October. Each month, we now receive communication that the order has been delayed by an additional month. We have communicated with design consultants and store managers once per month since the order was placed - and have maintained documentation of our conversations, and were just notified that there is now no expected delivery date and that they can't tell us when our order will be delivered. We are currently 6-months past when the couch was scheduled for delivery, and now have less visibility to if/when our order will be delivered. We were notified on January 2nd that due to the 6-month delay, Ethan Allen would remove the delivery fee of $199.00 from the order. Following that communication, we were notified of another delay on January 11th, at which time we were informed that they could not provide an expected delivery date. The removal of the $199.00 delivery charge, while appreciated, is insufficient compensation given the persistent delays we have experienced, and now with the complete removal of any anticipated fulfillment of the order. After the initial communication of a 4-month lead time, we are now quickly approaching 1-year, still without a couch for our home, and with no expected timeframe of anticipated delivery. We have not been offered any compensation beyond the removal of the delivery fee, which is unacceptable given our current position.

  Business response

  03/09/2022

  Re: BBB complaint #********
                                             ****** *******
                                             *** ***** ******* ****                                            *********** ** *****
  Ethan Allen received Mr. *******’s order on 5/23/2021. At the time of the order, Mr. ******* was given an estimated ship date of 9/30/2021 based on projections of materials availability at the time. Ethan Allen, as well as the furniture industry as a whole, has experienced significant delays in the delivery of raw materials needed to complete manufacturing and have often had suppliers fail to meet their delivery commitments. In the case of Mr. *******’s order, we were affected by a shortage in upholstery cushion cores and decking materials. The estimated date for completion of Mr. *******’s order was pushed back several times due to the non-delivery or under delivery of materials.
  Ethan Allen has always been committed to delivering the highest quality products to out clients in as expeditious a manner possible, and we find the current situation with regard to material delivery extremely regrettable.  Mr. ******* was kept informed regularly of the status of his order and the reasons for the delay were explained. At a certain point, we were no longer able to pinpoint exactly the anticipated date for the delivery of materials and we were transparent with the client to this effect.
  Mr. ******* was delivered his sectional sofa on February 15, 2022 and was offered and accepted a refund of the $199 delivery fee. Ethan Allen is acutely aware of and apologetic for the inconvenience these delays may cause. We value our clients and have been extremely appreciative of the patience and understanding they have shown. We are keen to speak with Mr. ******* regarding his request for additional allowance and to restore this relationship if possible. We will contact him directly in this regard.

   

  Sincerely,
  Larry B****

  Customer response

  03/09/2022

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

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a farmhouse table. 2 months later the stain started peeling in a couple of locations. Ethan Allen sent out manager and their wood tech. Because of the nature of the table it was brought to my attention that the only fix for a table top replacement. Seemed that the decision was already made that this was not dixable and they did not want to help with fix or replacement.

  Business response

  12/24/2021

  Good morning,
  
  
  Upon research into this account, I have found that the customer has been serviced and treated fairly on the issue regarding the tabletop in question.   This customer, ***** and ***** ****, Ethan Allen customer number **********, was delivered a Cameron Rustic Top Dining table on 6/12/2021.  It was signed for in good condition.   
  
  
  A service order was opened for the table on 11/15/2021.  As the customer stated, the Design Center Leader did make a visit to this customer and view the table.  Afterward a Service Order was opened and a service technician, Vanney V****, who has worked with Ethan Allen as a technician for years, visited the home to assess the tabletop and determine if this was a warranty issue.    The service appointment was scheduled timely, on 11/18/2021.  Upon the service visit the technician reported "Customer damages, putting chemical and eat through the finish on top".   This service report was signed by the customer.   Upon receiving this service report, it was determined this was not a warranty issue that is covered by Ethan Allen, rather a customer misuse circumstance.  
  
  
  Still, we have obtained a price to replace the tabletop in the same finish.  We have offered this at our manufacturing production cost to the customer, with no profit to Ethan Allen.  This was offered to the customer by the Design Center Leader, and we received no response.  
  
  
  In addition, it should be noted that the customer placed additional orders with Ethan Allen on 11/30/2021, after this service visit.  One order, ********** for $ 8,996.96 and another, ********** for $ 701.60, clearly demonstrating the customer has faith in the quality and integrity of Ethan Allen.  
  
  
  The offer to purchase a replacement tabletop at manufacturing cost to the customer is still valid and will be honored at any time. 
  
  
  I **** **** ******** *** ******* ********** ******* ****** ** *** *********  *** **** ********  
  
  We at Ethan Allen value our customers, and always work to try to find a fair solution.
  
  
  Please let me know if you need any additional information. 
  
  
  
  
  
  
  Thank you, 
  
  
  
  
  ALISSA
  K****, Market Operations Leader
  ******* ******** ******** ********* ******** ***** ***** ******* **** ***** **** ***** ****** ********* **  ***** ************ *************************** ******* * ****
  

  Customer response

  12/28/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  This resolution is unacceptable.  This theory of a chemical spilled on a breakfast table does not make sense.  This table is also developing new areas with similar peeling which show that it is a defect in the stain that was applied.  It seems that since this table top is not easily touched up due to its bleached design and that Ethan Allen does not want to admit fault or hassle of fixing this.   We are not asking for a new table top but just the blemishes be blended in or fixed  Also, it seems as though someone else wrote our name in the customer signature box on that attachment referenced as neither one of us have handwriting like that or signs just our last name.  The decisions made to purchase further furniture is a testament more to our interaction with Janice our sales woman.  
  Sincerely,
  
  ***** ****

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2021, I ordered and purchased a sofa and chair from Ethan Allen in ******** **, it was delivered to me a couple of months later. The sofa had structural manufacturing defects. Ethan Allen concurred and offered to make another sofa. Months later that one was delivered. It also had structural and manufacturing defects. I did not accept delivery. The company tried a third time. They delivered the third sofa and it too has structural and manufacturing defects as confirmed by them. Their best offer of restitution is to offer me some additional money money back. It is wholly insufficient. And, I cannot return for full refund because I bought the matching chair and have built an entire room around those two pieces. No one has explained to me the reasons for this continuing issue with poor craftsmanship. I have been dealing with this for 10 months. No one at this company is doing right by me, their customer. I would appreciate any guidance you can give for resolution before I pursue other avenues. Thank you.

  Business response

  12/22/2021

  Regarding Complaint #********
  
  ******** *******
  
  Ms. ******* was delivered her ordered sofa on 4/6/2021. Over the course of the next months, Ethan Allen engaged with the client, acting in good faith to resolve any and all concerns. Ethan Allen has stood behind its product during this period, working through a range of options including professional technical service and full replacement of the sofa twice and the offer of monetary compensation. Although the client’s concerns were ultimately determined to be somewhat subjective, Ethan Allen continues to engage with this client seeking a satisfactory resolution.
  Ethan Allen has made direct contact with the client and together with the client, is working towards a resolution which is acceptable to both parties. At the client’s suggestion and agreement, she has been offered the reselection of a different sofa frame with full monies applied to this new purchase and the full use of our design services to find an alternative that will work in the customer’s space. The client has agreed to this resolution and the process is ongoing.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Ethan Allen customer service to make a change to the fabric of the Alison Bed on order ********. I made this order online. Over the weekend I visited your store and viewed a swatch of the fabric that I originally ordered. The online color is not a good representation of the swatch in the store. I originally ordered teal which looked blue online. But the swatch in the store is green. I called customer service but they told me that they cannot make changes to fabric choices after 3 days that the order is placed. I made this order on 10/13 and estimated completion of the bed was 19 weeks from that date. There is no way that the bed is now completed or in production and I wish to make contact with someone who can change the fabric. I wish to make the change of fabric on the Alison Bed to Gil Indigo (*****) high performance chenille. Everything else remains the same. Size is king; diamond tufted; nickel nailhead trim. I appreciate your assistance in making this change

  Business response

  11/19/2021

  Hello,

   

  We have cancelled the bed per the client's request so they can reorder in a different fabric. 

  Please consider this case closed. 

   

  All the best,

  Jane

  Ethan Allen Client Services

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a living room couch from you about a year ago. Each day I look at this couch, I am reminded of how disappointed I am with the poor quality and construction of this product. The cushion covers look like they were installed by children and certainly don’t reflect the price I paid nor the quality I would expect from Ethan Allen. I did reach out when the couch was initially delivered and a repair company was sent to ‘fix’ it. They arrived with new cushion covers and tried to reinstall them but they actually came out worse. How these cushion covers are not machine installed is a mystery to me but clearly the installation process is flawed and needs to be fixed. At this point, I have no idea what recourse I have but felt compelled enough to let you know how disappointed I am.

  Business response

  11/19/2021

  Hello,

   

  We request that Mr. ***** confirm which location this sofa was purchased so we can assist further. 

   

  Thank you,

  Jane

  Ethan Allen Client Services

  Customer response

  11/19/2021

  The couch was purchased from the Ethan Allen store in ********** ******* *** ** **** ******* ***** 

  Business response

  12/06/2021

  Hello,

   

  We have reached out to the ********** ******* location for more information and will respond back to the BBB shortly. 

   

  Thank you,

  Jane

  Ethan Allen Client Services

*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. ↩