ComplaintsforEthan Allen Global, Inc.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poor quality of recliners and material. We had 2 recliners made and the motor had to be replaced on both of them. My still outstanding issue is completely worn material on the chairs. The fabric is ripped on one of the arms and just completely worn away on both chairs where you rest your legs and feet. We contacted the store we we purchased them and they refused any help and could not suggest a resolution. This has kept my husband and I from buying any more furniture from Ethan Allen. The chairs need to be reupholstered and we would like Ethan Allen to take ownership of the fact that this material on the chairs is thin and not appropriate for use on their furniture—especially recliners. It was recommended to us during our initial furniture purchase with and Ethan Allen designer

  Business response

  10/20/2021

  Hello,

   

  Thank you for the opportunity to review your concerns on the purchase of two Colburn recliners that were delivered to you on April 16, 2016.  Unfortunately, the warranty period covering fabric defects expired in April 2017.  Additionally, warranty offers coverage on  seam slippage, dye transfer to another surface or object, and fraying for one year. Any retailer- or customer-applied stain protection treatment voids this warranty. Warranty does not cover wrinkling, fading, pilling, stains, dye transfer from other fabrics or objects, or damage caused by pets.
  
  While we understand your concerns regarding the long term wear of the fabric selected for this purchase we are 4 years beyond warranty coverage.  Fabrics that come in a variety of material compositions will have a range of performances and natural characteristics.  Our Warranty Department has been in touch with you to offer a discount on a fabric of your choice should you proceed with reupholstering your chairs. 

   

  All the best,

  Jane

  Ethan Allen Client Services

  Customer response

  10/21/2021

  
  Complaint: ********
  
  I am rejecting this response because: The wear and tear happened long before this year.  My husband and I approached the store where we bought the chairs initially, and we were turned down at that points.  The issue stems from the fact that the designer at Ethan Allen chose an extremely poor fabric that is very thin and is definitely not made to withstand the normal wear and tear of a recliner that is used every day.  We had an entire room furnished including a couch, and dining room chairs reupholstered, in which nice, thick materials were chosen for them by the Ethan Allen designer.  When your customer puts their trust in your designers to offer them suggestions for materials, it is assumed that the Ethan Allen designer chooses a fabrics that are appropriate for the piece that is being covered. Please note that shortly after we purchased the chairs when we noticed issues with the fabric, we called our designer. We were told that they were no longer employed by Ethan Allen.  That was a bit of a red flag for my husband and I.  At any rate, please understand that contacting the BBB was our last resort to getting this issue resolved.  As I mentioned, we tried many years ago to get this resolved through our local EA store where we purchased the chairs.  
  
  Sincerely,
  
  **** ****

  Business response

  10/22/2021

  To the BBB,

   

  Please consider this case closed as we believe our previous response still stands per our warranty.

   

  Thank you,

  Jane

  Ethan Allen Client Services

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Marcus sofa sectional on 5/31/21 which cost us $4,000+ and it was delivered 1 month (July 26, 21) earlier than expected (8/31/21). We inspected the furniture once it was setup and all was good. Within 4-6 weeks of delivery, one section of the sectional was creaking when seating or getting up. This appears to be the springs. This is used by 2 adults with no pets or kids and we do not jump or abuse our furniture in any way or shape. We have barely sat on this as we have been away since receiving our sectional. Over the past 3-4 weeks, we have attempted to reach Ethan Allen service center as well as Ethan allen warranty department without any success. We have left messages for someone named Kathy who has yet to call back. We just want this fixed before it becomes a bigger issue. We didn't expect any creak so soon from a $4,000 sofa from Ethan Allen who prides itself as the Porsche of furniture stores. Order #: **********

  Business response

  09/29/2021

  Hello,

   

  The local service center has been in contact with the client to set up service and will advise of any next steps. 

   

  All the best,

  Jane

  Ethan Allen Client Services

  Customer response

  09/29/2021

  They reached out to setup a repair contactor to setup a inspection appointment. Since the issue was first reported, now the entire sectional is now creaking. This is absolutely unacceptable for a sectional that cost $4,000+ which was delivered on July 28 (roughly 8 weeks in). We can't imagine what shape this will be in this time one year from now.
  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

  08/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order ******** ****** Amount $2,534.85 Date August 4, 2021 8 PM Time 8:01 PM When finalizing order it states that delivery dates will be shown after purchase, which turn out to be 15-17 weeks from date of purchase. This too long of a time to wait as my need is immediate, so I sent a request for cancellation 15 minutes after the email purchase confirmation receipt. Called an no answer, wrote an email on the 6th for confirmation on cancellation. Today I finally got a reply that after 72 hours orders can not be cancelled or returned. This is an obvious ploy from Ethan Allen to avoid any order cancellations.

  Business response

  08/23/2021

  Hello,

   

  We have been in contact with Mr. ****** and the refund will be processed tomorrow. 

  
  All the best,

  Jane

  Ethan Allen Client Services

  Customer response

  08/23/2021

  
  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

  07/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased $9000 in dining room furniture on March 18 2021. I was quoted 10-12 weeks for delivery. The finalized order form said estimated ship date was 30 June 2021 (change from 12 to 15 weeks). Updates received from Carlyne, my sales associate: 22 May-all items to arrive by end of June, 24 June-some pieces were in, some to arrive beginning of July, dining table to arrive mid July, 12 July-everything is in except the table; due at the end of July. On 21 July I asked Carlyne for a status update. She told me that Mary Ann-office manager-would be calling me. She did not; on 27 July I called her. Mary Ann told me that the table was finished, but was not due to arrive until 13 Sep. She said she would reach out to manufacturer. She said she would call me back; she did not. Recieved a call from Mary Joe; no change to the date. Table is finished, why is it not shipped. Ethan Allen misrepresented their delivery timeline; I would not have ordered if I had known it would take six months.

  Business response

  08/12/2021

  Hello,

   

  Please expect the local Ethan Allen to reach out to Ms. ****** shortly. 

   

  All the best,

  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. ↩