Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Leather recliner purchased at the ******* showroom on 11/01/2024. I was told the delivery lead time was 8 weeks, which I agreed to since I was in no rush for this. On 11/13/2024 I received a call to tell me that the warehouse had a recliner and could ship it soon. I was suspicious of how quickly this supposedly made-to-order item could be shipped, but I had no choice but to arrange the delivery. When the recliner was delivered on 11/20/2024 I saw that it was damaged. The recliner was well-wrapped in moving blankets in a lightly-loaded truck - and I was the first delivery stop. So it was pretty clear to me that this recliner had been at the warehouse in this damaged condition, before shipping. There was a gouge in the leather wing of the chair, and two other wear marks in the leather in other spots. It appears to me that this may have been a floor model or a clearance item at some point, or it was damaged at the warehouse. I told the delivery driver he could take the recliner back since I wanted to refuse it, but he said that he could not do that and I had to accept the delivery. It is now over two weeks since I reported this problem to Ethan Allen and there is still no resolution other than an offer from the delivery manager to "have someone come to repair it". I paid for a brand-new recliner and will not accept any attempt to repair this item which was obviously damaged while in Ethan Allen's inventory. Ethan Allen needs to live up to their commitment to deliver a new, unused and undamaged recliner to me, after I paid for it in good faith based on the Ethan Allen brand name and commitment to quality. ***************************************************************************************************************

  Business response

  12/13/2024

   Ethan Allen does apologies for receipt of a damaged recliner and will work to process the exchange. The Ethan Allen Design Center in ******* has contacted the customer and has approved to exchange the damaged recliner. 
   A new recliner has been ordered, the recliner purchased is part of our quick ship program and is in stock and will ship on 12/12/24 and expected into the delivering facility week of 12/23/24
  The delivering facility will contact the customer to schedule delivery when the item arrives.
  

  Thank you

  Customer response

  12/23/2024

  
  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. They managed to deliver a new, undamaged recliner to me, today.   I still can't believe I had to threaten/beg this well-known company to do the right thing after they initially delivered a damaged piece of furniture.  This was the one time I relied on a brand name rather than doing some simple research about the company - and now that I have looked into them I see that there are many, many customers who they attempted to take advantage of in a similar manner - and their reputation is very bad.  This was my first experience with Ethan Allen and hopefully will be my last.  Thank you for helping get the right focus on this company and their unethical business practices.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We did not ask for feather pillows and yet we were given them. Now we have feathers picking out of our furniture ever time we sit in it. Their response that they were willing to put more feathers in. I don’t want more feathers. I’m already picking them out every time I sit in this sofa and love seat. We couldn’t use the throw pillows as it was nothing but loose feathers picking me.

  Business response

  11/25/2024

  ******** ** *** ********* ********* ******* ****** * *** **** ****** * *** ********** ******** **** ****
  
  In response to the complaint about an Ethan Allen product quality, feather loss in cushions and construction from 2013 to present day, we have discussed with the client and offered options for resolution.
  
  Some feather sheading is normal and to be expected with any cushion core that contains feathers. New cushions were offered, client was mindful that if this is normal, then why would new cushions resolve. As a secondary option for resolution Ethan Allen is offering a thicker liner for the cushions to contain any feather sheading.
  
  This second option was accepted. The cushions still have warranty, if there is future concern, the option to replace them is available under the warranty guidelines.

  Customer response

  11/25/2024

  We agreed to the thicker coverings with the option to replace cushions if it doesn’t  work. They said it will be fine after Thanksgiving. I will send a report to you stating it was done and we are satisfied and you can lose this complaint.
  Thank You.
  ** * *** ****** * 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sofa from Ethan Allen in the fall of 2023 to replace a sofa that had broken and whose replacement had been damaged by the Ethan Allen in the city I previously lived in. I ordered a specific sofa because I am disabled with allergies and sensitivities. When the new sofa came it wasn’t made correctly and they would not allow me to replace it. I had to choose another sofa which was more expensive. Additionally they wouldn’t allow me to bring leather samples home to check for reactions even though I asked for a reasonable accommodation for my disabilities. When the new sofa came I had a bad reaction and it was not chemical free as I was led to believe. They refuse to make it in fabric I wasn’t allergic to. They told me obviously there isn’t anything they have that makes me happy - when in fact I was happy with the very first one I got and I was not allergic to it and that was all I wanted. I want them to take the current sofa and replace it with one made from the fabric I wasn’t allergic to, and I would prefer it be the original sofa I wanted and made correctly to the specs listed in the description and no excuses made and not blaming me instead of taking responsibility for something I spent a lot of money on that wasn’t right- and denying me accommodations to make sure I wouldn’t be allergic to something else. For the money I’ve spent and the pain I’ve been in from the injuries I had that I needed the sofa to make me comfortable I feel they should accommodate me. I do not think I’ve been treated with respect and I feel as if they are making light of my disabilities by turning it back on me. The only remedy they gave me was to return my money and not allow me to have relief from my pain AND be safe with something I wouldn’t be allergic to. They should have remade the sofa I originally ordered that was not made correctly. That was all I wanted and still want. They also wouldn’t tell me what chemicals are in the sofa because I have MCS /EI and am allergic

  Business response

  07/23/2024

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

  
  Throughout the design, purchase, and delivery processes as well as after delivery service, Ethan Allen is committed to working cooperatively with its clients to satisfy their home furnishings needs with professionalism and care. *** ******’s case is no exception. Unfortunately, many, if not all, of the assertions listed in this complaint are either wholly or partially inaccurate.
  In her complaint *** ****** asserts the following:
  That she ordered a sofa from Ethan Allen in the fall of 2023 which was subsequently replaced due to damage caused by Ethan Allen.
  That this replacement sofa was returned due to it being made incorrectly and that she requested and was refused a second remake of the same sofa.
  That she “had to choose a more expensive sofa” and was not allowed to bring home leather samples.
  That she was told that the “new” sofa would be chemical free and that she had a bad reaction to it sometime after delivery.
  That she has not been accommodated and not treated with respect and that we made light of her disabilities.
  That she requested and was not supplied with a list of all chemicals used in manufacturing.
  
  The client’s records of purchase as well as written communication between Ethan Allen and *** ****** indicate the following:
  She ordered an Oxford sofa from our design center in ************* ******* which was delivered to her on March 30th, 2023. *** ****** subsequently reported issues with fabric staining and a frame squeak. A service order was opened, and a technician was dispatched to address the staining and evaluate the reported squeak of the frame. *** ****** refused to allow the sofa to be cleaned stating concerns over chemical sensitivity. The squeak was evaluated by our manufacturing division and the determination was made to replace the sofa. There was no “damage by Ethan Allen” reported.
  A second sofa was ordered and exchanged for *** ****** on Sept. 6th, 2023. On September 29th, 2023, this second sofa was returned due to “Marks” on the sofa and a “chemical odor”. There is no indication that the sofa was being returned due to “being made incorrectly”.
  *** ****** was not denied a second reorder and exchange and in fact visited our store in ****** ***** ** where she placed an order for the same sofa.
  This 3rd sofa was delivered to *** ****** 2/28/2024.
  On March 5th, 2024, a service order was opened to address customer’s reported concerns over “fabric soiling and comfort and cushion support”. A service technician was again dispatched who reported no defects or variance from standards in the cushions. The soiling issue was not addressed per customer’s request. *** ******’s complaints were deemed to be a matter of client preference and not a warrantable item.
  Despite being under no obligation to do so, Ethan Allen offered *** ****** either new cushion inserts or a reselection of a different sofa. Rather than being “made to purchase a more expensive sofa”, she was offered her choice of many different options.
  Ethan Allen went as far as to bring additional sofa options into our ****** **** location for her to be able to try out.
  *** ****** ultimately chose a different frame and decided to have it made in leather rather than fabric.
  We do not permit clients to take our working fabric and leather samples home as each design center only has one. Instead, the client is given the option to have a smaller sample ordered for them at no charge delivered to their home, or to have the design center sample brought to their home by their designer. In this case, the samples were brought to her home.
  *** ****** made several trips to the design center for the purpose of examining and choosing the leather she ultimately selected.
  The assertion that she would be told that any manufactured item, much less furniture would be made without the use of any chemicals is highly unlikely. Our designers are well trained in the properties of our products and while they may not know specific chemicals which are used, they absolutely understand how furniture is manufactured. *** ******’s designer in particular has over a decade of experience with Ethan Allen products. There also exists unlimited information available online to anyone on the standards and processes of furniture manufacture should it be required.
  In this case a request for information was sent to our product developers and manufacturers in July requesting additional information on chemicals used in the manufacture of the leather used in the manufacturing of *** ******’s sofa. Subsequently answers have been provided in response to that request. *** ****** was then requested to supply us with a list of specific chemicals of concern so the two could be compared.
  Prior to completion of that review, On July 16th, 2024, an email was sent from *** ****** to her designer directing her with urgency to have the 4th sofa picked up and returned. That sofa was removed from *** ******’s home on July 18th, 2024, and *** ****** has been refunded all monies paid.
  
  
  
  In contrast to the assertions made in this complaint, Ethan Allen has made every possible attempt to resolve any issues associated with *** ******** purchases and to find a product that meets her needs. We recognize that certain clients may have sensitivities to various materials, and we are very quick to respond to any concerns in this area. We value all our clients equally and work hard to satisfy them. Ethan Allen has always operated at or above the accepted industry standards and legal requirements for furniture manufacture and will continue to do so. We regret that despite our repeated attempts, we are not able to provide a sofa that meets *** ******’s requirements but remain ready to serve her with any other home furnishings needs she may have in the future.

  
  

  Customer response

  08/01/2024

  I need more time to respond as I am dealing with a health crisis

  i have more information but need to be able to locate it and submit which will take time to think and find and organize 

  I do not agree with their statement at all

  as per their typical MO deflect and blame the consumer 

  I am recovering from a head injury and other injuries for which I needed the sofa

  and now dealing with other immediate health issues

  please allow me more time to get you the images and documents, messages etc I feel would be helpful to my complaint 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ethan Allen came out to evaluate our sofa for a warranty claim due to a broken frame because we were within the warranty period. The person who came to evaluate the sofa let us know that the frame is broken and because of the type of frame and the fact that our fabric was discontinued they would need to replace the entire couch - they could not just replace a piece of it or repair it. He stated it would take 1-2 weeks to get approval by corporate. After MANY calls to both the Worthington, OH location and the corporate office, they finally approved the replacement 5 weeks after they were in our home to look at the couch. They set up delivery and let us know that they would not be taking our old sofa. So we scheduled someone to remove it, which we had to cancel last minute because they called to let us know they did want the old couch back because it was a warranty exchange. Delivery was scheduled and then cancelled at the last minute because they did not have all of the parts. So, it was finally delivered on 6/25/24 and now, today, I received a call from their accounting department stating that I owe them $2,419.18 because they applied the original purchase price that we paid for the item when we purchased it as a credit to today's pricing for the couch.A company that is replacing a faulty frame under their furniture warranty as an exchange should not then charge me almost $3000 especially after it has taken MONTHS to get through this process, I have had to miss work in order to deal with scheduled and reschedule deliveries on their part, and I had to cancel the company that I scheduled due to their error.Never in my life have I been treated so poorly by a company who is replacing an item of theirs that was faulty under warranty and then to be told I have to pay almost $2500 which is 45% of the original purchase price that I paid for the couch.Basically they are just trying to give me 70% discount instead of honoring their warranty.There should be no charge.

  Business response

  07/10/2024

  ** **** ** *** ********                                                                                          ******** **** ** ********* ********* **** *****
  When a warrant replacement is approved, we then receive credit from our corporate office. We then extend that entire credit to the customer for reselection. It is a credit for the exact same amount he originally paid for the sofa. He was made aware of this several times throughout the process. Mr. ***** knew that there would be a balance well before we ordered the replacement sectional for him. He was told first by the service technician when the warranty was approved by our corporate office. He was then told again by the designer that helped him select the replacement sofa while in the store. He agreed to this and signed the paperwork showing exactly what the balance due would be. We are not sure why he is contesting this now other than to try and get out of paying the balance he agreed to pay. Please see attached document showing customer signature.

  Customer response

  07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because I was fine paying the balance until the customer service we received was absolutely TERRIBLE after we agreed to pay the balance.  This was also before I pulled my original invoice and realized that they were asking us to pay 50% of the original purchase price out of pocket for something that was faulty.  That is ridiculous and poor business practice.  Back to the poor customer service: We were told that they would take our old sofa back at the time of delivery of the new sofa, then we were told that they do not take the old sofa back (so we arranged for a company to remove it), then they called the day before delivery (1 hour before the company that I paid to remove the sofa was scheduled to remove it) to tell me that they did want it back after all (so I had to cancel last minute on the company that I hired.  Then, after all of that, they called AGAIN the evening before delivery to tell me that they didn't have all of the parts to connect the sofa so they would either need to postpone the delivery or deliver it without the parts and then come back to install the parts.  Also, if they delivered it without the parts then the corporate office would not honor the warranty since it was delivered incomplete.  So, since I obviously needed the warranty this time due to the poor craftsmanship - I surely was not going to let them not honor the warranty.  So we rescheduled the delivery again.  I had to take time off of work several days due to their TERRIBLE customer service and outright mistakes - and as someone who owns a medically related small business - the amount of money that I lost due to having to take time off of work because of their repeated mistakes is far greater than the balance on the invoice.

  For a business that builds their relationship (and justifies their price tag) on customer service they severely failed.  I could get this level of service and quality of product at ****** **** ****** for SIGNIFICANTLY less money.   

  
  Sincerely,
  
  **** *****

  Customer response

  07/16/2024

  I was able to locate the customer copy of the invoice from the original purchase of the couch.  As you can see on page 2 in the highlighted area, their invoice clearly states that "If our craftsman determines that the repair is not possible, we will replace the merchandise AT NO ADDITIONAL COST TO YOU."  Ethan Allen is in violation of their own policy as given to us at the time of purchase, and, as such, needs to immediately bring our balance due to $0.

  Business response

  07/24/2024

  After reviewing the terms and conditions that were in place at the time of sale, we will honor the difference in price. The terms and conditions from the time of sale have since been rewritten and we now operate on a limited liability warranty. These were not in effect when the sale was made so the terms and conditions that the client provided are correct. While the client did understand there would be a difference in price and did agree to pay it, we believe that does not supersede the original contract. We will adjust the client’s account to show a $0 balance.
  
  Please take care and have a great day.

  Customer response

  07/24/2024

  
  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

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dining room set and 2 of the chairs are faulty. Ethan Allen sent out a remote team in Feb to repair them and they were unable to do so. I’ve been working with Eric R***** in your ****** location to get the chairs replaced. Eric does not reply to emails and is unresponsive and dismissive on the phone. We went back and forth that he would only replace on chair then he said two. It’s been dragging for almost 5 months. I mailed him the watch he requested 2 weeks ago. He told me that he has not received it ( mailed from ** to **). Then he said that they have had problem with their mail because a car hit their mailbox. Then he said that maybe one of the other people they share the building with may have it. Then he said that they have problems even getting mail. Then he said he would check with the post office. He has been giving me the runaround for months. I have an email chain and detailed notes. It’s the only swatch I had. Someone else needs to step in and help me as it’s clear he is not going to. I’ve contacted his manager in ****** and she has not replied either. This is beyond frustrating and he won’t help.

  Business response

  06/26/2024

  Ms. ****,
  
  Thank you for providing your feedback. As previously mentioned on our last update, you opted to send your swatch vis ****** / ***, however, understand you have chosen to use ****.  Our mailbox is up to date and receiving mail daily. We have received your swatch. Per conversation with our rep, it is in process for a dye lot, once found we will move forward with the re-order of your chair. 
  
  Should you have any questions or concerns please do not hesitate to contact our team.
  ###-###-#### option 2 for Client Services. 
  
  Thank you kindly for your time and patience while we resolved this matter.

  Customer response

  07/04/2024

  The issue is still ongoing and unresolved. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 10, I purchased $12000+ worth of custom furniture (2 couches, 2 chairs, and an ottoman) from Ethan Allen Furniture in ***********. After a promise of 8-12 weeks for delivery and a $6000 deposit, still no furniture and no idea when it will be here. It has been 13 weeks with no delivery date committed. Ethan Allen does not communicate with their vendors nor their customers to ensure commitments are met.

  Business response

  06/27/2024

  ******** ** *** **** ********* * ******** ******* ****** **************** **** **** ****
  
  In response to the complaint about an Ethan Allen estimated delivery date of 8-12 weeks. To offer the vast variety of custom options, Ethan Allen product arrival dates are always estimated. This estimation is provided by the average ship time for the majority of our custom product. There can be variables like backordered fabric, specific hardware needed or volume of orders that are in line already. Our designers strive to communicate the production progress, good or bad to keep our clients informed on their orders.
  
  This order, the fabric was the reason for the extended delay. We want to extend our apologies for this as well as for the shipping location change, adding another week to the process.
  
  Ethan Allen delivered the 2 swivel chairs on 6/25/24 and canceled the order for the sofa, pillows, and ottoman by client request, refunding the deposit left on that order.
  
   We that you love the swivel chairs for many years to come and thank you for being a Ethan Allen client.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I recently made a very large furniture purchase with Ethan Allen and spoke specifically with someone by the name of Christopher who claims he is the Manager of their design center. The conversation escalated after I inquired about furniture removal of existing furniture. He was very unprofessional, flippant and exceedingly rude and over talked me. Since that conversation with him, I have been charged $6,294.81 and have NOT been able to obtain order status for the custom furniture I purchased. Moreover, whenever I check order status I receive an error message that indicates order not found. I believe this is an intentional act by the vindictive design center manager. Ethan Allen has always been so polished and I have purchased from them 15+ years and this has been a terrible disrespectful experience. He made it clear that he didn't care about me escalating my complaint. I need to resolve this or obtain an attorney, as I've been charged for items that I have been unable to receive the goods. By far this has been the worst experience I've ever had and to have this person Christopher forward facing the public is an atrocity. I do not trust transacting business with such a spiteful person or whomever has allowed this person to manage a center.

  Business response

  06/05/2024

  **** made a purchase of a sofa and loveseat through the Ethan Allen website on Monday, May 27th, 2024, on Memorial Day. She was experiencing issues in checking for order status update due to a system error, so she reached out to the ********* Ethan Allen for assistance and spoke with district leadership Tabitha. **** was concerned that the order didn’t go through and asked if she should place it again. Tabitha encouraged her not to place the order again because the corporate offices were closed for the holiday, which was likely why the client did not receive an order confirmation or status update. Tabitha didn’t want her to place a duplicate custom order resulting in her paying twice, so she explained she would investigate it with the virtual store leadership team and return her call the following morning with an update. As promised, ********* leader, Christopher, contacted **** the next afternoon to inform her that he was able to confirm the order was placed. When **** asked about Ethan Allen moving her original sofas upstairs, Christopher relayed our corporate policy in that we do not move furniture to different floors due to the possibility of damaging the items or injuries resulting from moving pieces. Mrs. ******* did not agree with what he relayed, despite it being a policy put in place to protect both the client and our drivers. He did provide a solution that clients in the past have hired helpers, movers, or handymen to assist in this process. Christopher continued to provide any information to Mrs. ******* that he could, despite this order being placed online and not at the physical location. Christopher has no control over these orders being placed, changed, or updated. The error in not being able to see an update online was an unfortunate system glitch that has since been resolved for the client. She has also spoken with our online team who provided her a status update and her purchase is due to be completed faster than originally quoted on the website.

   

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This is not the conversation I had with Christopher, in fact, he never provided policy details other than it being a policy. He proceeded to give me the individual’s contact number and said it was his decision. This person never called me back so I didn’t further pursue it.  To add, I never said Christopher had control over this matter, simply stated that if this is against policy then their contracor should not be offering this service to their customers to ensure no confusion. This was something offered to me when I had my last delivery for Ethan allen: I mentioned I would be ordering couches next- to which he asked me to let Ethan allen know that I need the old furniture moved.

  There’s no excuse for the way Christopher spoke to me, he was flippant, talked over me and could care less how I felt about it. He was terrible and should not be working with directly with customers.

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

  Business response

  06/07/2024

  Mrs. *******,
  We have addressed the issue with our contractor relaying that incorrect information and we apologize for any inconvenience you experienced from the differing answers. We have also spoken to Christopher regarding the situation as well. By no means was anyone trying to be rude or provide you with anything less than excellent service. You had mentioned in your previous review that you believed the order tracking error was an intentional act by the manager and we wanted to fully ensure you that is not the case. We are very much looking forward to delivering your beautiful product on order as soon as it arrives.

  Customer response

  06/07/2024

  
  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

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 3 rugs Oct 2022. Delivered in April 2023. 2 **** Rugs and another style for my living room. All 3 defective. Reported to designer and store mgr. Took months to resolve, all 2 replaced, all 3 defective again. **** rugs buckled and looked horrible, living room rug had been rolled up and never flattened out both times. After research agreed to replace with different rugs the 9x10 and living room rug. Both okay and were delivered for the final time in April 2024. I had reported months ago the 6x9 was buckling again. After looking at it was told it had a spill and the backing was jute and it would buckle and couldn't be fixed. Other customers had the same problem. company refusing to replace although they replaced the other. No clue what the deal is I have spent over $20K with Ethan Allen - I want a refund or agreeable replacement. You cannot replace one and not the other.

  Business response

  05/14/2024

  Local leadership has successfully connected with Ms. ***** for a resolve.
  The client has been contacted and is working with the Design Center Leader on a suitable replacement rug.  The client was very pleased with our swift manner of follow-up and stated that she would be working on a new purchase with us due to the way we handled her service issue. 
  The customer also stated that she would respond to the BBB complaint as solved.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Ethan Allen due to the company refusing to honor the 10 year warranty of my MATTRESS I purchased in 2017.. I contacted customer service and took all the steps necessary to have the warranty of my MATTRESS taken care of. After having Ethan Allen have a furniture service technician come to my home to take a look at my MATTRESS to determine if it was defective..the technician deemed the MATTRESS had a 3 inch indentation..Ethan Allen warranty on mattresses is if a matress has 1 1/2 inch indentation it is covered 100 percent.. my MATTRESS has a 3 inch indentation. I was called by Ethan Allen Steven from the Ft Lauderdale showroom to let me know they were going to order my MATTRESS.. I also have voicemail messages from the company letting me know they wanted to set up a day for the new matress to be ordered and delivered I then got in contact with the next person which was Alex from the ********* *** showroom who was supposed to help me out with the matress order.. he told me that Ethan Allen No longer carried my MATTRESS as it was discontinued by Ethan Allen. I wonder why? Therefore Alex stated that Ethan Allen did not have a MATTRESS available for the price I payed when i purchased my MATTRESS AND BOXSPRING Therefore I would have to pay the difference to have them cover the warranty of my MATTRESS AND BOXSPRING. I WAS TOLD THEY WOULD NOT ORDER A NEW MATTRESS UNLESS I PAYED THE DIFFERENCE IN PRICE . NUMBER 1 , IT IS NOT MY FAULT THEY DO NOT CARRY A MATRESS OF THE PRICE I PAYED IN 2017.. NUMBER 2 IT IS NOT MY FAULT AS A CUSTOMER THAT ETHAN ALLEN CARRIED A PRODUCT OF SUCH TERRIBLE QUALITY I AM SUFFERING SLEEPLESS NIGHTS DUE TO THE MATTRESS BEING IN TERRIBLE SHAPE AND I AM HAVING SERIOUS BACK PROBLEMS DUE TO THIS FAULTY MATTRESS ETHAN ALLEN SOLD ME AND I PURCHASED WITH A 10 YEAR WARRANTY. I AM AND WILL TAKE THEM TO COURT IF THEY DO NOT COVER THE WARRANTY. DUE TO THEIR LACK OF INTEGRITY . AND THE BACK PAINS AND SLEEPLESS NIGHTS I AM HAVING

  Business response

  04/16/2024

  ******** ** *** **** ********* * ******** ******* ******* ***** * ******** *** ********** ***** **** ****
  
  In response to the complaint about an Ethan Allen mattress purchased in 2017. Our mattresses have a 10 year warranty for failing coils or defect. The client reached out with concerns of a dip in the mattress. The spring concern was confirmed but looked to be the result of improper storage of the mattress by the client or lack of rotation maintenance. There was a defined indentation on the outside panel that could not have occurred from normal use.
  
  As a courtesy we offered store credit for replacement. This specific mattress is discontinued but the store additionally offered over 50% off a new mattress to accommodate. They waived the delivery charge of $299 on the new mattress and only asked the client pay the small price difference. The store quoted a foundation with the mattress. We do not need to include that, we can remove that from the quote and then the client would only have about $100 in price difference to receive a brand-new mattress, with another full 10 year warranty.
  
  They have declined this replacement order and courtesies offered. Ethan Allen can not discount the order any deeper than already extended. If client decided to refuse service and refuse the credit to be used on a new mattress then we will consider the matter closed. As a final courtesy, we will keep the pricing offered to the client available till 6/30/2024. After that the replacement credit and pricing offer extended will no longer be available. We will keep this option open for the client till then.
  
  Excellent service and timely follow up was extended to the client when they presented their concern to us. A fair resolution to the concern was extended.

  
  

  Customer response

  04/16/2024

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

  Customer response

  04/16/2024

  I am appalled by Ethan Allen's response stating that under " NORMAL" use of the MATTRESS a 3 inch Indentation would not occur. That is insulting and a pure pathetic lie on part of the company. The reply I received from the ********* Design Center from Alex was completely different than what Ethan Allen is offering me . They " Ethan Allen" are changing stories here on The BBB and blaming the Customer for the MATTRESS being defective.  Horrible.  They are also being deciecful in their  communication and actions. I am not paying 1 penny for a MATTRESS I oayed for that comes with a 10 year warranty!!

  Business response

  04/17/2024

  ******** ** *** **** ********* * ******** ******* ******* ***** * ******** *** ********** ***** **** ****
  
  In response to the complaint about an Ethan Allen mattress purchased in 2017 and 10 year warranty. Sharing the published words from the Ethan Allen warranty guide, what is not covered and what is reviewed when inspecting for defect or warranty concern.

  From the Ethan Allen warranty guide:
  Warranty does not cover damage to coils or border wires due to bending, structural damage from misuse, abuse, or using an inappropriate support system and/or mismatched set; damage caused by water/moisture; damage to fabric coverings and handles; sagging; firmness/comfort preference or impressions of less than 1.5" on a mattress in a non-tacked or tufted top surface area. Law tag label must be affixed for warranty coverage. Proper mattress support is defined as traditional flat foundations (standard, low, or ultra-low foundation).
  
  In the Ethan Allen use and care guide published on our website, it advises proper care for a mattress includes rotation for even wear and use. We provide QR code links to this guide on every sale purchase contract.
  
  As a courtesy we offered store credit for replacement mattress. This specific mattress is discontinued but the store additionally offered over 50% off a new mattress to accommodate the large price difference. They waived the delivery charge of $299 on the new mattress and only asked the client pay the small price difference on the upgraded mattress selected that is deeply discounted. The store quoted a foundation with the mattress. We do not need to include that, we can remove that from the quote and then the client would only have about $100 in price difference to receive a brand-new mattress, with another full 10 year warranty.
  
  We offer mattresses under the price point originally purchased, the client can select a different mattress and have no out of pocket expense.
  
  Ethan Allen has been accommodating and again, offered fair resolution. This courtesy will be available till 6/30/2024 for the client to use. After that, the replacement credit and pricing offer extended will no longer be available. We will keep this option open for the client till then. No additional discounts, credits or extension on this offer will be extended.

  
  

  Customer response

  04/17/2024

  I want to verify what Ethan Allen states before I accept their offer. I am demanding a new MATTRESS and BOXSPRING as each mattress requires the appropriate BOXSPRING to hold the MATTRESS correctly.. when I purchased my MATTRESS I purchased it along with the matching BOXSPRING from Ethan Allen. I would like to advise whomever is responding to my messages from Corporate Office to learn more about their products. The MATTRESS was bought with the matching BOXSPRING,  the MATTRESS can not be rotated as it is a one sided mattress like all of Ethan Allen MATTRESSES that can not be rotated.. therefore it is imperative that Ethan  Allen train all their EMPLOYEES and educate their EMPLOYEES on the products they carry in their furniture stores stores. thCUSTOMER 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased four bar stools. The seller encouraged me to purchase the protection plan and so I did. The protection plan was $199 plus tax. The plan was for a 5-year protection plan with *********. The purchase was originally made on 8/31/20. In November of 2023 I filed a claim with ********* about fabric pulling away from the seams and stains I was unable to remove. They sent a technician in early December who used a staple gun to staple the fabric back on. I tried to stop him but he said that he did it so the fabric would not pull further. I said that it looked terrible and he said not to worry because they would replace all four chairs. I should hear back within a week or two from them. I never heard from them. I called Ethan Allen and they have not addressed the problem. I am very upset because they keep telling me to call *********. Or they say, "file another claim". I've done everything they ask and they have not yet addressed the problem. I sent pics to them too. It is now March 21, 2024. In addition, every effort I have made to contact ********* goes unanswered. I get put on hold for HOURS. I have made more than 8-10 attempts to contact them and wasted more than 8 hours on hold.

  Business response

  04/04/2024

  ********* has agreed to replace two of the stools as an part of the claim resolution.Ethan Allen in good faith has agreed to recover the two additional stools at no cost to the client. This remedy was communicated to the client and the resolution was accepted.

*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. ↩