Complaints

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 swivel chairs from Ethan Allen in July 2021, they finally arrived in November. The cushions didn't look like they fit before they were even being used. Now that they are being used they are out of shape and defective. A tech has come out and tried to fix them but they will not remain in shape. He even stated they were not made right. I am not getting good service from the ********* store. I have asked for upper management and I never hear back from the store manager. These chairs are defective, its not hard to see this problem!

  Business response

  05/27/2022

  Good Morning, 
  
  The chairs in question were delivered to our client in October 2021. The integrity of the seat cushions was questioned in January 2022, in which after reported, we sent a technician out to the client's home to inspect. There were no recommendations to reorder, and the client stated the casing and cushion placement were improved by the technician's visit and adjustment. A few weeks later, the client contacted the Design Center Leader of the Arlington store, requesting the technician return to adjust one chair. When the client was still displeased with the casing placement, we ordered new seat casings for both chairs. After the casings arrived and were replaced in April, we ordered new cushion inserts for the chairs, as the client claimed they were dissatisfied with the placement of the cushions inside the casings. While the technician did recommend new inserts as a next step, he has made no indication of any manufacturing defects with the chairs. The new cushion inserts have since arrived, and our technician has made multiple attempts to schedule. We will assess the service notes and photos after completion.
  
  Our Design Center Leader has been in contact with the client since January. We had reordered new pillows at no charge as a customer courtesy, due to customer preference on the original receipts, which have also arrived at the local design center but have not been claimed. 
  
  Please let me know if we can offer any additional information.
  
  Thank you,
  
  ALANA B****

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told by the manager at the ****** store that this “normal” and expected. If this were the case, then the Lucy sofas in the store would look the same. They do not. If they had, I would have never bought it. Both Lucy sofas in the store are firm and advised that way. These foam cushions are not wrapped. There is no support. The longer I sit on them the worse the bowing and stretched out fabric. How long can this fabric be stretched to this degree before it wears and rips. This sofa is only a few months old. I literally have to flip they each us to make them look “normal”. There are already permanent creases along the welting. This can’t possibly be considered normal or acceptable. The arms curve to such an extreme degree, the welting runs along the side of the sofa. The front folds are not flush and I can put my hand under them I am totally dissatisfied with any aspect of this sofa and only wish to return it. My recent purchases with Ethan Allen have been so disturbing and disappointing, you have lost a life long customer of 30 plus years. Any help you can give me in returning this piece of furniture I would greatly appreciate.

  Business response

  05/25/2022

  Ms. *******
  
  We do not wrap our cushions in any extra material.  Over time the cushions will compress and the casings will conform to the cushions.  You have had these sofa’s in your home for a year now so they will show a little ware of them.  We did send a technician to your home and upon reviewing the pictures and the report it was deemed that your sofa is within Ethan Allen Standards. We did review them with the plant as well.  You were also sent a certified letter stating that the sofa is within standards.  At this time there is no further action needed on our part.
  
  
  Thank You

  CRYSTAL P****

• 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
  ******* ***** ****** *** ******** **** ******** *** *** ***** ***** ********

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