Complain about a product or service

Ethan Allen

randall of Novato, CA March 15, 2010

After years of looking for just the right sofa, I fell in love with a floral linen model at Ethan Allen. It was firm (we are not fond of the over soft sofas so popular these days) classic in style and built by a company we had heard good things about. On top of all that, it was on sale for half price (about 1000.00.) I spent a good deal of time looking it over and even sat down with a book just to be certain that this was the sofa for me, but when I asked about the extended warranty they told me that I could not buy it for this sofa and that it was, in fact sold as is.

I almost walked out the door, but after about two hours of thinking it over, and the sales person assuring me that it was built to meet their warranty, I went for it. What a mistake! Within 3 months the fabric on the seat cushions began to split. I called for help and they asked for the fabric code off the label. Funny thing, there was no label matching their description.

After weeks of trying to get an answer they told me that there were no reports of problems with this fabric and that, being linen we must have exposed it to too much sunlight. We almost always keep our curtains closed, but the sofa was "as is" so it's not their problem. Then, after about 6 months of use one of the springs snapped. As is! But they could sell me some matching fabric and a new spring!

This is our living room sofa. The dog is not allowed on it, the kids are not allowed to eat while sitting on it, and I admonish anyone who "drops" onto it. Most of it use comes when my wife and I are watching TV. It gets regular use, but nothing rough. Now, after only one year a caster has failed along with a second spring.

To keep this sofa we will have to strip it down, replace 2 springs, reupholster the seat cushions and replace the feet. This was built to hold up to their warranty? We are out the original 1000.00 purchase price and looking at hundreds more just to make it useable. In it's current condition it causes back problems in two areas due to lack of support from broken springs.

Carole of Wading River, NY March 13, 2010

I purchased a sofa, chair, ottoman, 5 custom sofa pillows, 2 custom chair pads and one lumbar pillow in August 2009. Delivery was either in Sept. or Oct. 2009. The furniture's appearance was beautiful. BUT, soon it became apparent that the custom selected fabric for the chair and ottoman was inferior. It began pilling....little nubby fabric balls appeared wherever one's body made contact with the fabric. My husband was the only one to use the chair. He used it less than 10 times when I asked him to divert to the maple Windsor chair.

I am currently awaiting a representative's visit to assess the situation. I have purchased many other EA pieces in the past (30 years ago) and the quality was outstanding. Unfortunately, the quality is no longer there. The sofa smells like witch hazel...awful. I took 2 years to decide on new styles for the room. I will say that their Edwardian desk is lovely.

My complaints are with the upholstered items. Even if they replace the chair/ottoman, I'll have to find another detailed fabric to make the whole room work as well as the current fabrics. The entire room was configured by one of their designers. Taking a main fabric out will really upset the apple cart here. Still awaiting the company's visit.

Anne of Palm Coast, FL March 5, 2010

I am concerned about Ethan Allen after reading these complaints. I just contacted them about a leather Archer Recliner - invoiced at 1489. I purchased this 7/2007 - but it has been in actual use less than 2 years. For the past year the leather has been steadily peeling off the back and the seat front edge and the dye is coming off.I have a Palliser leather recliner which is 18 years old and looks like new - no wear and no dye problems. Leather is supposed to be durable and I believed Ethan Allen to be reputable, now I am not sure. I have erquested someone to come and look at this chair. I will post the response to my complaint which I only hope is better than these reports.

Peter of Fairfax, VA February 4, 2010

Mid Sep 2009: Visited Ethan Allen Store in Sterling. Talked with Kaye Pearson (Design Consultant) about remodeling our family room. Set up appointment for her to visit our home. 23 Sep 2009: Ethan Allen representative (Kaye P.) visited our home, took measurements, we exchanged ideas, etc. 26 Sep 2009: We went back to Ethan Allen store, reviewed what Kaye had come up with, and ordered our new furniture (Order #1745047394) = 7,210.70. 3-piece Bennett sectional sofa (1) Mr. Swivel Rocker (1) Nassau 20--square ottomans (2)

(Order #1745048928) = 451.00. Custom Pillow, Model DC-CPLW (3). Custom Pillow, Model 56403 (3). Custom Pillow, Model DC-CPLW (1). Custom Pillow, Model 70251 (2). Verbal estimated delivery from Kaye P. at the time was early December

Early Oct 2009: Received an Email message from Kaye P. saying our furniture would now arrive in late October (earlier than expected). We subsequently got rid of our old furniture, had the rugs professionally shampooed, etc., in anticipation of the new furniture. Mid Nov 2009: Call from Ethan Allen saying our custom pillows had arrived. We instructed them to hold on to them until the sectional arrived.

1 Dec 2009: The Mr. Swivel Rocker and two ottomans were delivered. However, still no sectional. End of Dec 2010: No sofa for the Christmas holidays either. Called Ethan Allen to complain about the run-around. End Oct 2009: We were now told there was a shortage of the fabric we ordered and the sectional was not yet in production. The store manager (Phyllis) said she would personally follow-up and keep me personally informed as to progress being made.

Mid Jan 2010: Received a call from Phyllis at Ethan Allen saying two pieces of the sectional were complete and at their distribution center. (What happened to the third piece?) Late Jan 2010: Received a call from Phyllis at Ethan Allen saying the final sectional piece had arrived and was ready for delivery. We set up delivery for the sectional and the custom pillows for February 4th.

4 Feb 2010: The three-piece sofa was delivered, but not the custom pillows as promised. The driver said he had been at the store in Sterling earlier in the morning and they could easily have put the pillows on the truck. (Left hand not talking with the right hand). I called the Ethan Allen store, very irate over this entire fiasco.

We were being told first one thing and then another. It appears the initial sales person was just out to make a sale and didn't know what she was talking about with regard to giving a realistic estimated delivery date to her customers. We weren't informed until late December that they had not even started production. It did not arrive until almost 5 months after placing the order. The store manger promised (regardless of company policy) after everything we'd been through, that the custom pillows would be delivered with the sofa. Obviously this was not passed on to anyone else that could coordinate it while she was on her day off.

After venting my anger, Lisa said the best she could do was to ship the pillows to us via UPS at no charge. I agreed. Several hours later, she called back saying the pillows could not leave the store without you're receiving the final payment first. Again, a ridiculous company policy. This is really bordering on being atrociously petty. After our spending over 7,600 and having to go through all this aggravation, to not ship something until you receive a mere 275 is ridiculous. Who in their right mind would make the final payment on any product without receiving it?

I am absolutely flabbergasted at your lack of care for your customers, repeated broken promises, delayed delivery, and lack of coordination amongst your own staff. With Phyllis on her day off, I was told there was no one there who could make a decision. What does that say about your corporate management style?

I will tell all my friends not to have any dealings with you, I also plan file a complaint with the Better Business Bureau. We had planned to have Ethan Allen design and make furniture for our sunroom, but are now reconsidering this decision. Lack of trust with Ethan Allen staff and managemnt

lynn of san jose, CA February 4, 2010

same as all the other complaints. I bought dining chairs. When I recieved them the carving was not as well detailed, the wood on the bottom had knot holes and subsequently broke, the arms needed regluing. The sofa 11,000. The cushions were the highest quality they offered and came not filled with down and feather as described but polyfill. The seat cushions did have a thin down component. But not the back where it really matters. Bad bad...never again. 2 dining chairs went to garage broken, sofa Im using but not worth the money

Kay of MOUNT PLEASANT, SC February 1, 2010

Bought many thousands of dollars worth of furniture from them 5 years ago. Furniture is of inferior quality. I could have bought the equivalent fron a local supplier for the same amount of money and much better quality. I will have to have the pillows and cushions, all redone and refilled because they have all broken down with very little use. They just built a brand new store up the road from me, so obviously are making the big bucks still.

Vanessa of Durham, CT January 15, 2010

DO NOT BUY FROM THEM. IT'S GARBAGE!I purchased dining room furniture ( table, big hutch, six chairs, two end fabric end chairs a few years ago. The whole experience was a nightmare. Two tables later. Wrong fabrics on end chairs. Two hutches, the last one still needed furniture repair. I was so upset for weeks after calling and calling and calling, we paid over 15K cash for this furniture. It was all due to poor workmanship, customer service, wrote to the President of compnay no one wanted to help.

The table leaves were not matching. I could see my rug through the leaf cracks. They said "oh we make it that way", if you can fit a credit card width between, that is the correct fit. My husband is a wood worker and he assured them it was not correct. They are all idiots including the President Farouq K. That company SHOULD be out of business! They do nothing for the customer or any of the problems with quality or workmanship or customer service. They blame it on you and try to weazel there way out of any responsibility. I wanted them to take it all back and return my money. No returned calls from customer service, no home visit, nothing. I was so disguested. I will never buy another thing from that company. They should be shut down!! The President fired!! I finally gave up after months and months of complaining and never getting anywhere.

charles of bethesda, MD January 15, 2010

I spent 3500 for a sofa-it was delivered in the wrong color. I can't use it- they won't fix problem

Mary of Paramus, N.J., NJ January 7, 2010

On August 6,2009, I had 10 items delivered to my home by W.L.Landau Ethan Allen including furniture and accessories.The love seat had to be returned to be re-glued. The repair department agreed to replace the doors on the entertainment center but were unable to supply doors that matched it.

However the bigger issue is with the sofa. Shortly after delivery, I noticed something wrong with one of the back pillows that was constantly wrinkled. It appeared to have too little filling or too much material. Now after 5 months two back pillows are wrinkled and one seat cushion is collapsing giving the sofa the appearance of a much older sofa.

In addition, the sofa skirt is rippled all around the sofa. Pictures were taken by a representative and forwarded to Ethan Allen's corporate offices. After seven weeks, I was informed that someone would be sent to provide more filling for the back pillows and steam the sofa skirt. corporate is refusing to replace the seat cushions even though the repair rep suggested it.

My previous sofa that I had for ten years was in a better condition than this sofa after the first three months. I spent a considerable amount of money on this furniture and I am shocked by the lack of quality. I'm sure Mr. Farooq K., CEO of Ethan Allen, would not consider this sofa acceptable for placement in his living room.

Paul of Campbell, CA November 30, 2009

Having previously dealt with Ethan Allen for many previous furniture purchases, and with the Saratoga store for many of those, it seemed like a safe choice when it came time to get a new sofa. After some consideration and comparing of fabrics and other options, a couch was selected and order in early July. Our salesperson (Sherry) said it would arrive in ~5 weeks. After 9 weeks a few calls were placed asking the status. The calls were not returned. After 10 weeks and a return visit to the store, a call back from our salesperson was promised. Again, no one called back. The next visit (and still no contact from our salesperson) led to another represenative finally being able to give us the status (it should arrive in another month!).

Finally, more than 3 months after being ordered, it arrived. The person who was present to recieved it immediately noticed a few problems: Mainly that the syle of the arms was not what was ordered! Additionally there were some minor fit and finish issues. The delivery represenatives contacted their bosses in this regard and advised them to have it noted on the delivery papers (which it was). If I was there I would have likely refused delivery, which may have avoided some of this (or just led to entirely different headaches).

Again, calls to our salesperson were not returned! Finally another visit to the store provided another promise of a callback, but also the contact of Ethan Allen's customer service represenative, and promises that they would make it right. A callback from our salesperson was finally received - she wanted to come and take pictures of the sofa? Repeated back and forth calls to their customer service rep led to eventually being referred back to the salesperson (customer service only handles warranty issues, and this wasn't a warranty issue). Upon ending the last call with their customer service I was told that the store manager would call me back later that day. As usual, no call came.

The following day I was called by the salesperson Sherry. I was again told that she wanted to take pictures... etc. I explained that I did not see the point in that and I was interested in knowing when I would be receiving the sofa that I ordered? Amazingly, I was then told that the customer has to take responsibility for what they ordered (even though this was clearly not what was ordered). She said the store manager would call me... that was 4 weeks ago, and I am still awaiting the callback.

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