Complaints

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an *************** ******************** from EA on 3/19/22 for $10805 est Ship date 7/19/22. It was delivered late on 11/1/22 with uneven doors and the 3 pieces did not fit together smoothly without gaps to be viewed as a cohesive unit as sold to us. EA sent a repair person to try to correct and he improved the middle and right unit but said the left unit was irreparable and had to be replaced. *********************** reached out to us 12/16/22 to confirm EA agreed to replace the unit ************ **** could keep the existing unit until the new one was delivered. The replacement unit was scheduled for delivery 4/18/2023. I asked ********** on 1/15/23 if they would be able to have the stain match the other *********** assured me it would. Unfortunately, when the unit was delivered it was a noticeable darker color which was pointed out by the delivery person when he brought the unit into the house. The EA delivery person called EA servicing and told them what happened and they said to return with the replacement until they could review. We did not hear from EA until I reached out to *********************** on 5/3/23 requesting a status. **** advised that they would re-deliver the same unit with a person to customize the color to match the other pieces. My husband asked *********************** via email on 5/7/23 how they planned to lighten a piece that was too dark while in our home (not a work shop). *********************** NEVER responded and we have heard NOTHING on our issue. When we decided to purchase this unit from EA we felt we were in good hands based on our experience with them when we furnished our home in **********. When we moved to CA we immediately thought of EA to furnish our new home. It has not been a good experience. To leave a customer with a piece of furniture deemed irreparable and not to respond is horrible customer service especially to a repeat customer. We are disappointed by their lack of response & lack of customer service to an issue they have admitted exists.

  Business response

  01/15/2024

  Hello, We have been in contact with the client to resolve this issue. Our service team has been working with replacements and other solutions to support the client. We plan on completing this claim ASAP. 

  Customer response

  01/15/2024

   
  Complaint: 21077377
  
  I am rejecting this response because:  No resolution has been made.  We heard from the Store Manager saying he will work on our behalf and that he needed more time to determine a solution.   We still do not have an option or a solution to the issue.  **** mentioned that we could receive a percentage of the purchase price, we said it has to be a percentage of the entire units purchase price, not just the one side because it was purchased as a single and what was supposed to be seamless unit.  **** also mentioned that we could receive a discount on a future purchase.  Quite honestly, we should in general just because it seems to be a risk buying from Ethan Allen these days.  It should not be bulk of how this issue is resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My *********** purchased furniture from Ethan Allen, Concord (now ************) on 3/19/2022 SO#***C139182 including ************** ********* Unit, $2636. The unit was delivered in June but w/bent legs noted with delivery team. We have been advised 4 times by *************************** that the replacement of the legs is occurring but the dates keep getting pushed out. Repair is scheduled for November. The store manager, *********************, does not return phone calls. I have spoken to him once but only because my sales person, *********************, has handed him the phone and he never called back with an update. ***** does not return calls either but will reply to email or answer the phone if they don't tell him who is calling. ***************************, EA ***************** has advised she can only schedule the repairs and I need to speak with the ordering store. However, they are not helping at all. ***** told me he told ******* to replace the unit but no word on that. We are long term EA customers and never experienced this before. We did not bring furniture with us on on our recent move from ** to CA as nothing was expected to fit in our new larger house (had been in an apt). We still have two open orders and are seriously concerned, a ******************* and office furniture but will not be placing anything else until this is resolved, and even then it will be at a different store. I canceled a console order. We would like ************** ********* cabinet replaced or repaired ASAP.

  Business response

  09/06/2022

  Hello,

   

  I just received the complaint on 9.2.22. I have spoken with the client and informed them that the part will be in 3 weeks sooner from her last update. I have reached out to our service team to see if there is anything else we can do to get this resolved for the client ASAP. I am working closely with the client to keep communication and will update her in the next few days.

   

  Thank you,

   

  Nick ****** SR. DESIGN CENTER LEADER Ethan Allen Retail, Inc. 1450 *************** ************, ** 94596 ************ Ethan Allen Retail, Inc. 5170 *********** ****** **, 94568 ************ ******************************************** WEBSITE|BLOG   Although we make about 75% of our high-quality products in our own North American workshops, we are sometimes affected by temporary delays in raw materials supplies. We are working hard to complete your order as quickly as possible and will keep you apprised of updates when we have them. We know delays can be frustrating, and we thank you for your patience and support.

  
  

  Customer response

  09/12/2022

   
  Complaint: 17762728
  
  I am rejecting this response because:
  

  The damaged piece was delivered in May of 2022.  We have received several delivery times for the replacement part and the latest date was in November.  I reached out to Ethan Allen's via email and phone and never received a response until I filed a complaint with the BBB.  The latest "delivery date" is November.  That is not acceptable.  **** is advising that the newest date is three weeks earlier but again, that is November.  We received the damaged piece in May.  We have yet another tentative date for November but my concern is when November comes, the date to either replace or repair the piece will again pass and we are stuck with a damaged piece of furniture.  ************* is finally communicating but nothing else has changed.  I have also been told out large entertainment unit was being delivered and again, that date has again been pushed out.  This is not acceptable as we have a large deposit on the piece ordered in May and nothing to show for it but emails pushing out the date.  

  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. ↩