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Cynthia of Penfield NY (09/04/08)
I purchased two chair-and-a-half, referred to as Triad Chair by Ethan Allen. I ordered them Oct 28, 2007.
Susan of Decatur GA (08/13/08)
I purchased a $900 Ethan Allen New Impressions Dining Table in November 2007, thinking that this table would be of tremendous quality and would last a lifetime. Within two months the finished surface of the table began to blister and crack, revealing unfinished wood beneath. When I called Ethan Allen they told me to use a wood colored pen to color the unstained wood. I did that and it looked terrible.
I called Ethan Allen Service Center here in Atlanta since the Ethan Allen Store where I bought the table closed down. They sent out a technician to look at the table. It was obvious as this man came through my front door, not even saying hello, that he had an Ethan Allen Agenda with no intention of backing any warranty. Four days later I got a call saying that the technician and the customer service manager reviewed the pictures and determined that it was not under warranty. Surprise! Surprise! They told me that I put something hot on the table (I did not). They refuse to take responsibility for shoddy workmanship.
They insist that the problem is my fault when I know that it is not! My mom and dad had an Ethan Allen 60s coffee table and it was my job to polish it periodically. That table was made so well and had a beautiful finish. The crap they sold me should be an embarrassment to them. It's not, of course, because it's only about the sale for them. Caution: Today's Ethan Allen is NOT Your Mom's Ethan Allen
a $900 waste of money
Kathryn of Chicago IL (08/07/08)
Bought a sofa from ethan allen. The material started fraying by the semi attached cushions. and coming apart. Sent someone to take pictures. Then they said they would repair came back again material was fraying. Contacted the corporate department. What a joke said maybe your dog did it. No way and especially since some of the fraying was in back under the cushion.
My sister in law works in consumer reporting and has agreed to help. We need to hold them accountable. there is no excuse for poor merchandise at those prices. They will go down fast when people no longer go there. So Ethan allen its up to you. Satsify the customer or loose your business, Remember the customer is always right.
Eric of San Diego CA (07/13/08)
Ethan Allen does not stand by it's product once delivery is made. You have no recourse if you are dissatisfied with the product once it is in your home. I bought an entertainment piece that had an obvious design flaw. The Ethan Allen technician's solution was to tape card board to the back of the piece to make the design flaw invisible. Completely inappropriate on a $1400 piece of furniture. Ethan Allen could only say that the piece was designed to spec so I must live with it even though I am unhappy with it. I cannot return it even though the problem was not apparent when I looked at the piece on their floor. Their attitude is like that of a used car salesman that sells a car As Is. Once you get it off the lot you are stuck with it.
When I removed the unseemly card board that Ethan Allen had taped to the back of the unit there was a glue residue. They wouldn't take of it. They only suggested how I could take care of it. Apparently my time means nothing to them.
Marie of Prosper TX (07/10/08)
On May 14, 2008, I purchased $11,637.00 of furniture...sofa, 2 chairs, coffee table, end table, tv cabinet, rug, candlesticks, 2 large pots. One of the chairs was made up of a toile fabric which has a scene in it of people in the French countryside. The people are not centered in the middle of the cushions which looks terrible. I contacted Tracy who says it looks wonderful. She sent someone to take pictures for corporate to look at. Today Melinda from customer service called to tell me tough luck as they won't do a thing about it and I'm stuck with a chair costing 1700. with fabric that's not centered properly.
But that's not all! One of the 2 pots I bought for $159. is shedding sand. I guess its made to look old but wasn't finished properly with a glaze to keep it from flaking. According to Tracy, they are discontinued and again, tough luck, can't be replaced. Also the end table I received has 3 places where it looks like they patched it together. That cost 479. At least they have agreed to replace it. I bought all this with GE credit which was supposed to be 12 mos. no payment but when I received my bill, the balance is due in 9 mos.
We have bought Ethan Allen in the past many many years ago and it was very good furniture. Its been 20 years since I bought new furniture and this has been the most disappointing purchase I've ever made plus the cost involved. I had saved up for my dream furniture but its just a nightmare. One of their big faults is that they do not let you take fabric home and look at it in your home overnight or for even a few hours. Its very stressful to make an expensive decision in their showroom only although they will come out with the fabric and let you look at it while they are there but you still can't get a feel of something without looking at it for a few hours. They really know how to hold you hostage.
Can't begin to tell you how disappointed and sad I am over this ordeal. If I choose to recover the chair, it will cost me about 400. labor plus the cost of fabric. I shouldn't have to have this done. The least they could do is if that's the only way they cut this particular fabric then I should be given the choice of choosing something else.
Sonja of Malibu CA (07/09/08)
We purchased a bedroom set from Ethan Allen in April of 2007 and used the no interest one year plan to finance the $15,000 bedroom set. We were told that all the furniture, 8 pieces, bed, dresser, armoire, side table, desk and chair and side chair and bench for the end of the bed would arrive with 4 to 6 weeks. The furniture did not arrive for 6 months. My husband kept calling to try to find out when the furniture would be delivered, but the sales person moved to NY to work at Ethan Allen there and the store closed in Westlake and did not reopen in another location for months if not a year.
My husband kept calling about the financing too. We were going to be charged interest on the furniture with one year grace but the furniture took over a half year to be delivered. Ethan Allen would not waive the finance charges even though the furniture was promised to be delivered in 4 to 6 weeks. We had planned on renting our beach house for the summer months and planned on having the new furniture to help show the house for the renters. But the furniture did not arrive and we were strung out all summer with one piece arriving here and there. The armoire and bed frame were so strong smelling when they did finally arrive from the varnish that my daughter couldn't sleep in her own room, had to keep the windows open for ventilation and had a headache for a month. Even the bench fabric smelled (possibly formaldehyde).
We will never purchase furniture from Ethan Allen again. We were promised the one year no finance charges, promised that all the furniture would arrive in 4 to 6 weeks, the furniture did not arrive for half a year. We were charged the finance charges on the $15,000 after a year passing, we did not have the furniture for 11 months before paying but instead only had the furniture for 5 to 6 months before the financing was due. We were unable to rent our Malibu beach house for the summer with an unfurnished functional decorated room.
Karen of Corpus Christi TX (07/06/08)
In 2006 I purchased a sofa/Chaise combination. I noticed that on the chaise end there was very little support. I was also concerned about the way the fabric was not straight on the cushions. I called the store they came out took the chaise and had a spring added to the weak side. They suggested that maybe the down cushions would be better. So we order the other cushions.
Eventually the other side of the sofa had to be fixed with a spring. They were never able to fix the cushion problem, even though they tried everything they knew to do. I'm not complaining about the service but the quality of the sofa is very poor. It looks like I bought it at Good Will! The cushions do not sit well, they look horrible, I'm constantly trying to make them look better but to no avail. I would not recommend this sofa. I will never buy another sofa from Ethan Allen.
I'm stuck with a sofa that looks like a hand me down.
Noel of Grand Rapids MI (07/02/08)
Out of $15,000 purchased furniture.it was very POOR, and like all the other complaintaints we got NO SERVICE, except Lip service. They SOld our finace contract to GE money Bank, a VERY DECEPTIVE PRACTICE, which gives us no legal recourse, bewcause GE now owns our balance contract. The quality is VERY Poor, and your problems will NOT GET resolved.
WE will have to donate Alll $15,000 worth of furniture-it sits so poorly it hurt our backs-inspite of their Fixing it (nothing). We would like to sue them, but our attorney says GE owns our Finance contract, and the lawsuit would inviolve them, & cost more than the furniture
Richard of Lansdale PA (06/07/08)
We purchase a complete Ethan Allen Mission design dining room set for $9,000. After two chair reloacements and two table replacements I discover that the entire set was made IN CHINA! How can a company that uses an America patriot's name sell furniture made in CHINA? The store was not that receptive and a formal complaint was filed to their corporate office. No response .. no rely!
Jorge of Miami FL (05/05/08)
I ordered to 2 tables from them on 4/42008. I was told the tables would be in the store for pick up within 2 weeks (4/18/08). I was call by Ingrid Aguila, (who was always very nice)approximately a week later and she told me one of the tables was there for pick and that the other would be there by 4/28/08. I borrowed my son's SUB on 5/3/08 and went to the store to pick up the merchandise since my wife needed one of the tables for a dinner party she was having on Sunday, May 4, 2008 and was told the table my wife needed had not arrived. I then told them I would pick up the table that they did have and to cancle the other, since I would not be able to use it on the day it was bought for. Immidiately the table they had previously told me was in the store for pick up was nolonger available in the store for me to pick up. I then told them to cancel the order and return my $300.00 cash deposit I made when placing the order. The total order had come to $618.46.
I was told by Liliana Gomez on 5/3/08 when I went to pick up the order, to call on Monday 5/5/08 and speak to the person in charge of the cancellation department, who is name Tamy. She was very rude and told me that I was basically out of luck and it was not canceble, although they did not fufill their end of the contract and did not even have the one table for pick up as Ingrid Aguila had told me they had. I am very disapointed in their customer service. It is as though they lie to you regarding when you will receive your merchandise in order to make the sale and then when it does not, the basically tell you, you are out of luck.
My wife could not use the table in question for her party and I am out $300.00. I would have taken the table they were suppose to have ready for pick up, this table came to $249.00 plus tax for $266.43. I had given them a $300.00 cash deposit, but no they could not deal with that.
Anita of Henderson NV (05/05/08)
Ethan Allen of Henderson,NV delivered a sofa YESTERDAY MORNING at about 8:30-9 AM. By 5 PM, the automatic recliner was not functioning. I do not want this sofa (even if repaired). I have not paid for it, and want them to pick it up, as it is faulty. Today is Sunday, May 4, 2008. How should this be handled? I have not/will not pay for this sofa/recliner.
None at this point, but I expect them to refuse picking up the sofa and demanding to be allowed to repair it and ask for payment. I do not want to give them an advantage where law/contract is concerned and feel that NOW is the time to be careful. Cost of sofa as promised would have been $2008.83 Please advise as I am unfamiliar with Nevada laws. Thank you
Lauri of Wilmette IL (03/21/08)
We purchased 4 Windsor Bowback Chairs on 12/9/05, and they were delivered In February of 2006. Within 6 months, 2 were sent back because the back where they attached to the chair seat came loose. Now 2 years later we have 2 more chairs with problems; on one the paint is chipping off, and on the other one the bottom of the chair is coming apart. We asked for a store credit to get a different chair, and they refused. They will fix these 2 chairs since they are covered with a 5-year warranty.
I will never shop at Ethan Allen again and will tell everyone that their customer service department is horrible!
Vanaja of Kuala Lumpur Malaysia (03/14/08)
I have TWO complaints:
1. My husband and I placed an order for furniture worth USD16,284.78 on 10/16/07 at the said store (Sales Order No. 2563671084). The items were for export to Malaysia. The estimated date for delivery to our shippers Crwon Relocations, Hollywood,FL was given as 11/21/07. Hence, our shippers made a booking on a ship leaving Miami port on 12/13/07 thus giving 3 weeks leeway from the estimated date for the delivery to be made to the shippers. Finally the items were only delivered to the shippers in January 2008, 6 weeks after the estimated date given for delivery! We had stressed the nature of our situation when we placed the order (as Mr. Michael Skolnick, Design Consultant who served us will attest) and had only placed the order because we were given the assurance that the date of delivery would be within 2 weeks of the estimated date of delivery.
2. As the items purchased were for export, we were informed that once the shippers submitted to Ethan Allen the bill of lading, the sales tax amount of USD921.78 would be creditted back to credit card from which the payments were made. Until today 03/14/08, I have not received any refunds. My husband had used his credit card to pay for this purchase. Unfortunately he passed away suddenly on Dec 21 2007 and his credit card was cancelled in January 2008. I had called and also emailed Mr Michael Skolnick several times regarding this situation. He was of course shocked and said that he would get them to send me the check for the refund instead of trying to credit the card. But till today, I have not received anything yet.
1. As a result of the delay in delivery by Ethna Allen, our shipment could not leave on the vessel booked and we incurred additonal charges totally to USD 850.
2. I have not received my tax refund amount of USD921.78. I would appreciate a check for the total amount of USD1771.78 that is due to me to be sent to me as soon as possible.
Paula of Hastings NE (03/11/08)
I could never get a hold of a person to talk with at the Ethan Allen Corporate Offices. No one would return my telephone calls even after I left my name and telephone numbers where I could be reached, as was stated on their Customer Service recording. I was trying to find out the status of my July 2007 furniture order from the Ethan Allen Furniture Store in Omaha, Nebraska. The order included a custom covered chair, 2 tables, a yard of fabric and a rattan Bombay chest. I was given the corporate telephone number to call, as the Ethan Allen staff would not provide me information about the status of my furniture even though I had paid for half of the furniture, as per agreed upon at the time the order was placed.
I drove to Omaha to talk to someone in person. At that time I picked up one small table and my yard of fabric, but again the staff could not tell me anything about my other furniture. The next thing I knew, the store had closed, and I am out approx $1100. I would like to talk to someone who can either tell me my furniture will be delivered as a C.O.D. for the balance or refund me the difference. If only their Customer Service would return my call.
After telephone calls to Corporate Headquarters, I still have not received a return telephone call, or the status of my July 2007 order which was supposed to be delivered months ago. I have fulfilled my obligation as was agreed, and the only time I have heard anything about my furniture is when a transport company said they had my chair to deliver with a C.O.D. of $300, but no other furniture. They then called back the next day and said I lived too far and would not deliver until they had other furniture to deliver in my part of the state. I would like to complete my business with the Ethan Allen Corporation by either being delivered my furniture or a refund, but I do not want to spend anymore time or suffer anymore stress or financial burden than I have already experienced.
Jaye of Frankfort IL (02/26/08)
Ethan Allen's furniture design is beautiful, however the quality of their furniture is not at all worth the price. Their customer service is also lacking. I purchased over $10,000 worth of furniture from EA only to be disappointed by the finish on the items. My main complaint is the finish on the entertainment center. After 3 years it looks like someone smeared wax all over it. I called the store and asked if someone would come out and look at it to see if there is some kind of remedy. They said they would call back to schedule a time. I then received a call from the owner, Mr. Morrison, and he proceeded to tell me that they would be happy to look at it but that the finish isn't covered by their 5-year warranty and would not be covered. Ridiculous not to stand behind their products. It will only catch up to them. Every one that sees my entertainment center will know about the quality of Ethan Allen's product. Horrible - do not buy!
$6,000 down the drain.
Jeanette of Encinitas CA (01/25/08)
i ordered furniture based on seeing the finish in the store and in compnay catalogues. the white finish came with a brown wash or distressing all over it and is not what was shown in store in pictures. store sales person came out, took pictures and later called and said they would not replace the pieces as the colors vary. i had asked that they reorder the pieces and designate them not to be washed after the white paint layer was applied. they look dirty and definitely not what we had anticipated.
we hate the color of the finish, but it is a psychologically depressing result.
Marilynn of Libertyville IL (01/24/08)
I have purchased numerous pieces of furniture from Ethan Allen and for the most part have been satisfied until a few years ago when I purchased a swivel rocker. EA has come out several times and has NEVER repaired it or replaced it. It scrapes and leaves metal shavings on my carpet. They have replaced the mechanism twice and neither has helped. I have had several other brands of swivel rockers and NEVER had any problem with scraping. I have called the salesperson and spoken with the manager and have been told it is no longer under warranty even though it never was right. I am very dissatisfied with the fact that they will not remedy the problem nor replace it!! I am very hesitant to EVER buy another Ethan Allen product.
Peg of Buckhead GA (01/13/08)
I just read these complaints & wish I would have known to read their experiences before I spent $l0,000 with Ethan Allen. Nothing seems to be important to them. I left money with them and moved on, never to patronize them again.
Kathleen of Holbrook NY (12/15/07)
As part of over $25,000.00 worth of furniture and accessories, I purchased a duvet cover from Ethan Allen in 2005. Since it is a duvet cover, I did not have the need to launder the item until July of 2007. The duvet cover is clearly labeled as Cold Wash/Machine Dry. After washing the duvet cover, the fabric bled badly, destroying the entire cover. I called Ethan Allen in Bayport NY and was told that, since the warranty of one year had expired, that there was nothing they could do. I then contacted Ethan Allen Corporate Offices in Danbury CT. After being given the runaround for 2 weeks, I was finally told that they had reveiwed my complaint, there was nothing they could or would do, and they were considering this matter closed. I was never treated so badly by a company I have paid a lot of money to. It was a completely humiliating experience, and I will never spend another dime on Ethan Allen products.
The cost of the Duvet Cover, including sales tax, was $585.49. It is no longer available. I also purchased coordinating items for an additional $646.60. The total for all items was $1232.90. They are all mislabeled as washable.
Meridith of Houston TX (12/06/07)
I bought a couch from Ethan Allen in Feb. 2007. It was delivered w/ some of the fabric torn. I called E.A., and they sent a 'technician' out to take a look and order the necessary parts to fix the couch. Ethan Allen then scheduled a time to pick-up my couch for repair. The 'technician' ordered the wrong parts so it took longer than expected to fix my couch--leaving me without a couch for 6 weeks. When delivery attempt #2 came around, the delivery truck rolled into my car which was pushed into our boat trailer which was then pushed into the back wall of our garage. The total price to fix all of this is around $5,000--which the delivery company's insurance paid for but not all my time managing the repairs.
I called E.A. and said I expect to receive some money off the price I paid for the couch. I called E.A. for 3 months and they finally gave me two choices--$1000 store credit or $500 back which isn't even 15% off. I choose the $500 because I will never buy anything from them again. It has been over a month since I have spoken w/ Justin McCullah, the District Manager, and still no credit back to my account.
Carol of Chevy Chase MD (11/14/07)
We purchased a chair and sofa from Ethan Allen. Although they were from different collections, we had the same fabric put on both. When we received the furniture, the sofa legs were marked. We later learned from the technician that they were deliberately distressed at the factory. This is a feature that we supposedly ordered. Given that we had never seen such legs on the model furniture, and we were we never made aware that such an option existed, we clearly did not order it. The legs on the chair were NOT distressed. Long and short of the situation, Ethan Allen Rockville refuses to replace the sofa, Ethan Allen Corporate is stone-walling us, as well as the Montgomery County Maryland Office of Consumer Affairs which has seen our furniture and the store model and is trying to work on our behalf.
I am truly shocked by Ethan Allen's behavior. We bought a lot of furniture there 14 years ago an had no problems. They REALLY don't care. I think they know their days in retail are limited. The word is out and consumers like us will vote with our feet. The cost to replace the sofa would be over $2000. Cost of our time and the Counties' (and Tax Payers') to fight this: thousands of dollars.
Bill of Palo Alto CA (11/04/07)
In early May, 2007, we purchased a floor model ottoman from the Ethan Allen store in Mountain View, CA. The day after we brought it home, one of the legs on the ottoman broke. When we cut away the cloth covering the bottom of the ottoman, we found that the support that held the leg in place was made out of particle board instead of a solid piece of wood. When we called Ethan Allen, they told us that they would not take the product back, and that if we wanted it fixed, we would have to pay for it.
Ethan Allen then sent a technician to our house to examine the product. He claims that we broke the product on purpose by hitting the ottoman with a sharp object. So we should have assumed that the product was of poor quality when we purchased it? The Sales person told us that it was a floor model; it was not marked as a second, nor was it marked defective. However, it broke the first time someone sat on it at our house. The very day we brought it home! So we're to assume that Ethan Allan won't stand behind their products?
Brad of Madison CT (10/29/07)
I purchased a table and chairs from Ethan Allen. The chairs fell apart and was told by the salesperson they don't make them anymore because they had so many problems with them. They tried to jury-rig these together with glue. This did not work, and now they tell me there is nothing they can do. Do not let yourself get ripped off by Ethan Allen.
Marlene of Alto MI (10/03/07)
We purchased a dining room table and 8 chairs from Ethan Allen. 4 of the chairs had manufacturing defects. It took several weeks to get the service technician to the house to inspect the chairs because we both work. One chair, he was able to fix while he was at the house. The other 3 need further attention. The chairs are painted black with fabric cushions. The wood that is veneered for the back is coming apart between the layers - the glued and painted wood is peeling apart. Ethan Allen refuses to replace the chairs, they will only pick them up for repair. They can not tell us when we will have our chairs back. I can't understand why they can't bring three good quality chairs to the house, remove the fabric cushions from the defective chairs and place them on good chairs. After they pick up the defective chairs, we have to wait and schedule another time for redelivery. I will never shop at Ethan Allen again, I would not recommend it to any one.
Sue of Salem MA (09/24/07)
Will never shop here again. I bought two chairs, when delivered were the most uncomfortable chairs I have ever sat in. I called the store and they didn't call back for quite awhile. they told me they'd send out a technician, which I said was ridiculous. the seat cushions are too hard, and jammed into the fabric covering. the shapes between the cushion and the cover don't match. I was told to bring the cushion into the store where the manager sat in them and said, yes this was much more stiff than the floor model. and the floor model had a more firm style of cushion. he tried to blame it on Hurricane Katrina and problems with suppliers and petroleum based foam products. I left the store thinking they would order me new cushions. they called 2 1/2 weeks later to say they wanted me to try the floor model cushions. I reluctantly agreed, and it still was as bad, if not worse. NOw they want to charge me $80 a cushion to order the feather blend cushions. horrible 6 month process. I will never shop there again. so much for being service oriented.
Laura of Matthews NC (08/28/07)
I purchased a bedroom suite in an antique finish. After less than six months brown spots started showing up on the side tables. They came out and agreed that there was a problem with the finish, at no charge they replaced both tops on the side tables. I was told that anything rubber on lamps will cause a chemical reaction and to put felt tabs coving any rubber. I said if this is a problem with your finish I should not have to put felt on my things.
A year went by and it happened again and they said I would have to pay for the tops to be changed. I had felt pad on anything that touched the tables. I also noticed that it was now happening vertically. No rubber touching in these areas. I paid over $4000.00 for this Ethan Allen name and they do not stand behind there products.
Jcm of Grand Blanc MI (08/28/07)
I ordered 6 dining chairs and paid a deposit with a personal check. I scheduled time off work to be home when the chairs were delivered. I was never told that I needed to have a cashiers check or money order, they would not accept a personal check for the balance. After reading all of these complaints, I realize why they need certified checks. Ridiculous! If that is their policy they need to spell it out very clearly!
Linda of Burnt Hills NY (08/23/07)
We ordered a bedroom and surprise...it was discontinued within a month after we ordered it...so we cannot add pieces to it. The salesperson never told us although I am sure she knew...but she managed to get full price and our order.
On top of that, when the bed was delivered, it was not set up properly with the little posts under the bottom to stablize it...rather the installers just set them under there at an angle.
I called the store and was told a service person could come out...Mon - Fri until 5pm..We both work full time and could not believe that this person was not available for us. So, we have had the bed two years and it creaks and rumbles whenever one of us turns over. We paid alot for the bed...too much.
Joanna of Carpentersville IL (07/30/07)
Don't even know where to begin...
I bought over $16,000 worth of furniture and window treatments from Ethan Allen.
Our window treatments for the family room cost over $8,000. We also got custom pillows that match the drapery. We were qoted on the fabric price and the fringes for the drapery as well as the matching pillows. The problem is that they qoted us 27 yards for the fringe that cost $100/yard that would be used for the drapery as well as the pillows. They said that this was what they needed in order to custom make these items for us. I had a problem with the qote from the very beginning. I asked them if they would adjust our bill in case they overqoted us on the fringe. They said YES. So we finally got our drapery after waiting 10 weeks. Our matching pillows also came with the WRONG finge (that only cost $30/yard). So the finge that we paid $100/yard for was only used on the drapery. I called them to get this issue resolved. Finally after several days of being on the phone with them they apologized and told me that I would get the right pillows. Again, after waiting several weeks the pillows came and guess what... they used the right finge ($100/yard) with the WRONG fabric!!! So I called them again. They again, made some excuses and assured me that I would get the right pillows. Again, after waiting another several weeks I finally got the right pillows with the right fabric and the right fringe but they were only 19 inches and we paid for 21 inch pillows not to mention that the finge was falling apart. They really did a HORRIBLE job on them!!! So for the fourth time they said that they would get me the right pillows and finally I got them.
I got a little suspicious about the measurments of our drapes since it took them 4 times to finally get us what we paid for months ago. My husband and I got a ladder and measured the drapes. So it turned out that the total length of the EXPENSIVE fringe ($100/yard) was only a little over 16 yards. We rounded it up to 17 yards since it would make sense. The total length of fringe that was used for the pillows was 5 yards. So the total lenght of finge that they used for both the drapery and pillows was only 22 yards! We were overcharged $500 since they told us they needed a total of 27 yards of fringe to make everything. So I called Diane who is the drapery consultant and told her what the problem was. She was very rude and told me that they needed more finge for cutting, etc. I agree that they needed extra but 1 - 2 yards would be plenty, not 5 yards. I told her that they didn't need a total of 15 feet extra. So my conversation with her didn't resolve anything. She basically told me that there was no extra fringe left and it didn't really matter that their measurments were incorrect by 5 yards. We decided to call the store manager, Sharon. After talking with her and explaning what happened with the pillows and the drapery she was not helpful either. She said for us to call Diane and talk to her. We were basically pushed back and forth from the store manager to the drapery lady and from the drapery lady back to the store manager. Nobody took any responsibility for their mistake. The store manager was very rude at first too.
Lisa of New York NY (05/18/07)
Worst company I have ever worked with. After spending $8,000 on rugs and drapes months ago I have nothing to show for my purchase. The twit I worked with, Jena, was great the couple of times I met with her but once the money was taken forget about caring about customer service. We ordered custom drapes and it took her 6 weeks to figure out she needed me to sign a piece of paper to put the order through. Once I signed the paper it took me calling to find out if it was recieved. But when I called I learned that Jena was out of the office on vacation. She never left an out of office on her email and any time I called the receptionist would only put me through to someone else who took 20 minutes to look up my file. Jena also never informed me she was going to be gone. Part of the Ethan Allen speal was that she would handle any deliveries, meausurements etc. because I work outside of New York. How is that supposed to happen when she is on vacation and has no back up? Worst company ever ... overpriced reproduction furniture and terrible customer service.
Luz of Robbinsville NJ (04/30/07)
I purchased a coffee table from Ethan Allen on 6/22/06 I did not recieve it till September. The problem was it was damaged. I called customer service and they sent out a technichian who did nothing but make it worse. After the technichian came I told them that I wanted a replacement. They said no problem and I recieved the next table in December which was worse then the last. Once again they ordered another table for us . The last and final table was recieved in Febuary 2007 and it is still damaged. I told the lady at customer service that they either need to give me money to fix the table or replace it. They said they would give me one hundred dollars for my troubles . One hundred dollars is not no were near enough money to repair this table. They said that not only would they not give me more money to repair the table but they would no longer replace it either.
Virginia of Melbourne FL (04/26/07)
We have been customers of Ethan Allen for over 5 years. It has been steadily downhill, but we kept believing the commercials on TV and giving them one more chance. Our latest debacle is our last. We will never shop Ethan Allen again, and will so inform all our family, friends and acquaintances. We had been waiting since February 25, for our order of two shelves and two lamps.
The two shelves arrived after 5 weeks, and one of them had stickers on the front of the shelf. When we pulled the stickers off, there was a chip in the finish of the shelf. We have been begging Ethan Allen to order a replacement shelf for us, and they said they would. In the meantime, they said is would be okay if we kept the shelf while they ordered a new one. I have been calling and got no return phone calls. Finally, my husband went in, and they told us they have apparently done nothing about the shelf and need the damaged shelf back before they can.
Joel of Sausalito CA (04/18/07)
Too painful to relive, and I don't have hours to tell you all the horrible details, but this was far and away the worst consumer experience of my life. Took 5 mos to get product, many mistakes and they NEVER take responsibility, but instead try to blame the customer (do I work in your shipping dept?). Very rude, and I spent over $20,000. Oh, and don't even think about making a return - even if it is a product they normally carry and even if you make the return request immediately upon receiving the product. So, to sum up, incompetent, rude, poor service, delivery takes months and months, no returns. I will never set foot in Ethan Allen again.
Clara of Towanda KS (02/23/07)
On September 13, 2006 I ordered furnishings from Gary, a design consultant at the Ethan Allen store in Wichita, Kansas. At the time he told me that I would likely not have the pieces in time for the Christmas Holidays. I called Gary on December 18, 2006 just to see if he had a better idea of when I might expect delivery. At that time he told me that the rug was in the Wichita store and the other pieces were in a warehouse in Oklahoma City but that the warehouse closes between Christmas and New Year's so I would likely not get my pieces before the second week of January.
As you see, it is February 23rd and I have not received anything. I called Gary at the Wichita store on Monday and Wednesday and my calls are not returned. At this point I am so upset about all of this that I really do not want to go into that store ever again. I truly don't even care if I get the furniture any longer. I just want my deposit money back so I can go elsewhere.
Dianne of East Longmeadow MA (01/28/07)
Ordered dining room furniture in early Sept 2006; cheery salesperson said "Don't be surprised if it arrives in 2 weeks"! Funny! 14 weeks later, I get all the furniture but the table looks like an 8-year-old sanded it with a rake, against the grain, and the stain settled into the stripes. It was so obviously bad; it never should have left the warehouse.
In mid-January 2007, a replacement tabletop comes. Now, this is a butcher block style tabletop so I expect some variation from board to board. But this one has a racing stripe down the middle (my husband says it must be from the NASCAR Collection), where one board is WAY darker than the others, and this dark board has lighter spots like someone splashed something on it and the stain didn't take.
Because of one bad tabletop which would probably cost them $50.00 to replace, they lost a customer who could do tens of thousands of dollars more business with them. Very short-sighted. This was going to be my first really good dining room set and it is not. NEVER AGAIN.
Barbara of Redmond WA (10/22/06)
For the last few months my husband and I have purchased almost eithteen thousand dollars worth of Ethan Allen product. When the designer picked out a fabric for a chair, I told her I did not think it would go well with my other pieces, she insisted it would be beautiful. I told her that if the chair was not to my liking I would not pay for it or a restocking fee. She was fully aware of how I felt.
When I declined the piece they were not happy. I have had to have the repair service of Ethan Allen to my home so many times I can't remember. Everything from saggy chairs, to broken foot boards, to wabbly tables, squeeky tables,dresser draws that did not close properly, all of these matters were taken well by my husband and I. After I complained about not only the chair but the size and color of the carpet I purchased which the designer insisted would also be beautiful, I was told I COULD NOT SHOP IN THeir STORE ANYMORE......
I am shocked to be treated with such disregard by these people. I have a neighborhood web site and I wish I had checked it before I spent my hard earned money..there are numerous complaints on it......they have left me with half of the job done my rooms look out of balance and the color choice for the huge carpet is awful....these people do not even have the decency to return phone calls. I don't know how these people continue to do business. I know that once they have your money, and if things don't go right it in NEVER the fault of their so called designers........I was also told that this store does ten million dollars a year in business, I know this was Ms. B's way of telling me to get lost.
Alondraof Cerritos CA (07/21/06)
My husband and I ordered furniture from Ethan Allen in Artesia, California in April 2006, At the time of the order we paid 50% of the purchase price. We have received two phone calls informing us that our order is back ordered. We are now being told that our furniture will not be ready until 9/11/06. We were told that our table had arrived and we can have it delievered but the chairs are not available. We declined delivery of the table twice. We clearly explained that we wanted that entire order delivered. Finally, we asked for a refund. We were told that the Regional Manager had to make the final decision whether to grant a refund or not. I was promised a call from the store regarding the matter and I did not receive one. When I called my call was not taken and my request to speak to the Regional Manager was declined.
We wanted to have a party this summer with our new furniture and we wanted to entertain two sets of out of town guests. Refusal to address our request for a refund or provide the merchandise we ordered created hardship and embarrasment.
Sandy of Centerport NY (04/01/06)
We've had our sectional for about 14 months now. I started writing customer support about it within a month or two of receiving the sofa. I was concerned about the fabric not being stretched firmly over the cushions, it's wrinkling and looking stretched out. I found out soon after contacting customer support that my location is actually a franchise and conflict resolution is not with corporate but the franchise owner! This news was shocking to me as I thought all Ethan Allen stores were owned by Ethan Allen corporate. Anyway, we never heard from the franchise owner. We did allow a service man to come by and take some digital pictures, we never heard from him again. The salesperson made an appointment to come by, she cancelled and we never heard from her again. That's about it, no contact after that.
I've recently sent a letter to the CEO, Mr. Farooq Kathwari, with digital pictures of my own. The digital response below. I would strongly recommend inquiring about exactly who own the store you're shopping in before making a purchase at Ethan Allen. Better yet, go to a retailer that actually backs up their products!
RESPONSE FROM ETHAN ALLEN CORPORATE: We have spoken with the selling store, and have had pictures looked at by our upholstery experts. We rely on our retailers to advise us if a quality defect exists and how they are going to resolve. In this case both our upholstery experts and the selling retailer have advised that here are no quality issues. The pictures show comfort wrinkles, and the fibers are flax, both are not covered under the warranty and are not considered quality defects. I regret based on the above I must consider this matter closed.
Sally of Villa Hills KY (03/06/06)
Sofa was customed ordered and when delivery was made, cushions were oversized and inconsistent with floor model as ordered. Store representatives admitted to inferior quality of foam used in cushions due to product manufactured in the devastated Katrina area. Store owner, Mark Adams, was extremely rude, lacking any solution solving skills and denied any responsibility or misrepresentation of product.
Settled for replacement of inferior cushions for floor model cushions. I consider the quality of the sofa to be inferior and certainly not worth the cost agreed to on purchase.
Joti of Monterey CA (10/18/05)
I placed an order for a dining table and 4 chairs in the first week of July. I was told that my order could take any where from 8-12 weeks. As of today 15 weeks later I have not received any of my pieces. I called them to get status starting early September and was told that it will be a while longer some thing like 2 weeks. I waited and waited called back again early Oct and spoke to my sales rep she told me that it was taking a while longer than anticipated and that it should be here any moment. Called back Oct 10 and was told that they do see it in the warehouse and that it should someone should call me by the end of the week to set up a delivery time. I received no calls, called back again 10/17 -- she called me the next day and tells me that she is still unsure of a date and that I should get it by the end of the month.
At this point I asked for them to give me a refund as I have waited long enough for the furniture to arrive. I get another call from her Manager that he was able to locate the shipment and that the table shipped out of their CT/ or PA warehouse on 10/11 and that they should be able to give me a delivery date after it arrives at their warehouse. But that he is unable to promise me anything.
I am at a point where I would just like my money back. There was no follow through on this if this was an exception on prolonged delivery time. I paid them in full..$3500. I have been told that if I cancel that I will liable for stocking fee and that I will only be able to get refund in form of a store credit. This is un-fair and absurd. I was led to believe that maximum that I would have to wait for delivery would be 12 weeks, and I am way past that time.
Sandra of Albuquerque NM (05/12/05)
On 5-2-05 I ordered furniture with ethan allen store. I was told it would take two weeks to get the furniture that wasn't upholstered and 6-8 weeks for upholstered dining room chairs. I received a call on 5-9-05 saying each piece was coming from different factories and the dining table would not be in until 6-16-05 and the chairs might take up to twelve weeks. I have this info on my recorder.
I called the sales rep up and said that wasn't what I was told in the store. She talked with the owner about cancelling the order and he would not do it. I spoke with him and he was very unprofessional. He said he didn't believe I was given incorrect info and he would not cancel the order do to the furniture being in route. He couldn,t tell me where it was coming from or why it was going to take so long if it was already in route. He was very rude, unpleasant and insulting. I told him I would be contacting the better business bureau and he stated he wasn't surprised since I seemed like I was the kind of person that would do something like that.
I would like the contract cancelled so I can buy furniture that will arrive together and in a timely fashion. I feel he is an unethical business man and I don't want to do business with him.
Matthew of Somerset NJ (03/05/05)
Deferred interest promotional purchase was not properly explained. Finance charge becomes impossible to pay off if you fail to begin paying down the charges. This is not clear at the store or at the credit company.
Original debt is being credited 21% when all I owed was 1210 dollars. Interest chrge on this payment was over 700 dollars
Sharon of Miami FL (09/16/04)
Ordered two chairs and two side tables after looking at the display (sample) in the store Oct 2003,Total $9200.00. The furniture was delivered to my home some time in April 2004 but they were nothing like the one in the store or in the book. One of the chair was not the same size as the one on the display we informed the store about the size.My husband and I had to go back to the store and measure the display to prove that the size was not correct. The store replaced it with another chair that have problem with the arms. We called again and they send workmen to take photos. The second chair on the display (sample) had one complete cushion with no joint in the material on the cushion and seat of the chair.
The one we got from ethan allen store have three jointed on the seat of the chair.I was told after the chair was delivered that the length of the material was the reason why. But the display sample was the same lenght meterial as the one ordered. If this is true, I should have been told before. Why advertise something and then deliver something else to peoples' house. Their advertisements are very misleading.
The last order was two tables and they delivered one table. I instructed the store to deliver all my furniture at the same time and not in part. Some time after they delivered the chairs and one table with all the problems, I was having I called and cancelled the other table. They told me that the table was sitting in the storeroom for some time. I am being billed for the table and reported that I am late to the credit bureau, my credit is being distroyed for one table and I loss over $8000.00. I am so disappointed with ethan allen I wanted something beautiful in my home and this is not it.
Bobby of St. Petersburg FL (09/14/04)
I ordered a bedroom chest and duvet with matching pillow shams, paying in cash. The order was not submitted until 5/28, as we returned to the store to order the matching headboard/footboard. We were told it would take up to 6 - 8 weeks for delivery. On July 26, the chest, headboard & footboard were delivered. We were told that the duvet would not be delivered until the end of September due to a problem with the fabric. My husband called Ethan Allen this date, and was told that it will not be in until November. Keep in mind that the salesperson that helped us on May 27 retired the week after our order was placed.
There is no good reason, as far as I am concerned, that it should take 6 months or longer for a simple duvet and shams alone to be delivered; which at this point, at the kind of help we are NOT getting, I have no reason to believe that I will have the duvet and shams in November either. I have since ordered additional shams of a different style, from the same store, and have already received those after just 3 weeks. I would appreciate some help in getting to the bottom of this problem besides being told there is a problem with the fabric.
This is unacceptable and I expect someone at the Ethan Allen store to expedite the matter. Since our salesperson retired, and obviously got the commission on our sales, no one is eager in seeing that we are pleased and satisfied customers. We have purchased other items from Ethan Allen (not this store) at various times over the last 20 years and never experienced anything like this. This has left a very bad taste in my mouth. I would appreciate any help you can offer.
Lee of Ventura CA (07/14/04)
I purchased a Dining Room set on sale at Ethan Allen on 9/01/03. The purchase was made using a 6-months-no-payment Ethan Allen credit offer. The payment was structured into two transactions: Transaction One included both The Guardsman Gold Plan (a furniture protection program) for $213.42 and a $2019.87 down payment on the total price of the furniture. Transaction Two included one payment of the fully agreed upon balance of $4039.75. We signed and dated all documents. I paid the total for the protection program and the down payment on 10/04/03.
Delivery of the furniture occured on 4/21/04. We were sent a credit card statement soon after for the balance. However, Ethan Allen now presented us 7 months later with a new credit balance: $4760.48, instead of the agreed upon $4039.75, which my wife and I had signed and dated. So, without our foreknowledge, Ethan Allen increased the price--via the credit card company--of the Dining Roon set by $720.73. This was not what I agreed to pay for the Dining Room set and for 7 months no one from Ethan Allen contacted us about this.
They now expect me, after-the-fact, to pay an additional $720.73 above and beyond what we had signed for. I have ALL the paperwork to prove the total that I agreed to pay. They claim there was a clerical error that we knew of, which is untrue. The only clerical error I know of is the one where they added $720.73 to our credit card total 7 months AFTER we bought the furniture.
Patricia of Treasure Island FL (02/10/04)
I purchased a dining room table and chairs from EA on Oct.7, 2003. I paid the full price $2469.00 on that date. I was told the order would arrive in 6-8 weeks (usually less time), but I would certainly not have to worry about having the table in time for a Christmas dinner I was having for 10 people. I was told I would have frequent updates about when the furniture was finished being made, when it was shipped, etc. I called the salesperson about 4-5 weeks later and was told there was some kind of mix-up. My furniture had not been made. I was assured that everything would be straightened out.
I then called the salesperson about 10 weeks later as I still had not heard anything (this was now the 2nd week of January and my Christmas dinner had been ruined). The salesperson never returned my call, so I called the store manager. I told him as it had been 15 weeks since they had my money, and I had no table, I was requesting a refund. The manger told me if the table had been shipped, he could not give a refund, so he would check on it. He called me 2 days later and said the table would be shipped in 10 days.
I said that was not acceptable, and requested a refund. He said he would ask the District Mangager if that was possible. The manager called me back 15 minutes later and said we found you a table. I refused this table because I had no idea where they had suddenly found a table. The manager then called me back to say the District Manager had ok'd a refund, but minus $100 for the fabric on the 4 chairs. I was never told the chairs were done and here already.
Sam of Woodinville WA (08/16/03)
My wife and I purchased an Oriental rug on March 3, 2003, we were promised that the rug would be in the store by May 17, 2003. The date came and went with no one calling, so my wife called Ethan Allen and was told now that the rug would be in June 30 instead. No problem, the rug was being woven and it was custom made. The rug finally came in the end of June, my wife called and spoke with our original sales associate, Carol, the 3rd week in June and arranged to pick up the rug at the store on June 28.
We went to the store on June 28, the rug was still sitting at the warehouse because it was never loaded into the truck. We waited an additional week and the rug finally made it to the store, the rug was wrapped in a few layers of burlap and plastic wrap, you can probably guess what happened from here.
Once we arrived home, we took the rug out and noted quite a few defective areas on the rug, there were tufts of different color yarn interwoven that should not have been there in the first place. So we called Carol and she called Customer Service to come out and take a look at the rug. 2 weeks later and still no sign of the customer service rep, we went back to the store with our own digital pictures of the rug, turns out that the customer service tech had never called us to confirm any appointment, never left a card to say he ever went out to the house, but did show up at the house. We complained and asked how we were suppose to know to be at home, when we were never told what day, what time, or even if the tech was suppose to be there? ...
I once thought Ethan Allen was a first class operation, but no more. I have since cancelled my account, I would never recommend anyone shopping at the store. The customer service is atrocious, they are good at taking your money, but if you need any help on your merchandise, you might as well pull our your carpentry kit and take care of it yourself.
Edward of West Bay Shore NY (04/08/03)
I just purchased a $3,000 sofa from Ethan Allen furniture and 2 out of 3 of the cushions are not fully covered in leather. We cannot flip the cushions accordning to the required care agreement that they provide to you. So, if my cushion gets damaged I cannot flip it. Also, the sofa will now wear unevenly ( both the leather and the cushions foam ).
Jose of Glendale CA (03/25/03)
I bought several funitures in the Glendale store under their sale promotion of 6 months no payment and no finance charge on Sept02. Ethan Allen bills their customer when the furniture is delivered. However, I received a bill for $1752.57 the following month October for an item which I have not yet received. In addition, it was not processed under their promotional sale which meant that I had to pay finance charge. I brought this to the store manager's attention and he said he will follow up. The bookkeeper later called and said that she will credit the finance charges.
The furniture finally arrived to my home on Feb03. It is March03 and I still have not gotten a credit for the finance charges. It gets more complicated. I told the bookkeeper that I was charged in error. The dollar amount in question was for $1752.57. This was the furniture that I just received on Feb03. The correct charge for that furniture should have been for $1168.96 (1752.57 - 583.63 (deposit) = 1168.96). I received a new bill for $1168.96 for the furniture which I just received. This is correct. It was only then that I realized that I should not have been charged for $1752.57 back in Oct02 which I am still paying finance charges on. I notified the bookkeeper but never got a call back. I called again but still no answer and we are back to the beginning again.
It's been frustrating trying to resolve this matter. I called the customer service number on the card but was told that only the store can rectify the problem. I have given them a copy of all my statements and yet still no resolution. This has dragged on too long and no one wants to help.
Deborah of Groton, CT, writes:
I ordered 4 fabrics from Ethan Allen on October 31, 2000. I was told by the sales associate I had that my fabrics would be in the store within 2 weeks, and that they would call me when they arrived. So, hearing this, I paid for the entire purcahse upfront. I didn't think it made much difference since there are no refunds or returns on their fabrics.
Well, approximately 3 weeks went by, and I heard nothing. That is when I began to stop by the store or call on a weekly basis for an update. Over the course of the next 2 MONTHS, 2 of my fabrics came in. The other two were still not in, but they kept saying soon! So, I stopped in many times over the next two months. And when I would call the store, if my sales associate was not available to help me, I was told that I would have to call back on a day when she was working. NO ONE would help me!
It turns out that throughout this entire ordeal, their store was undergoing a switch from a private owner to Ethan Allen Corporate ownership, so their excuse now was that my order was lost in the transition from the old system to the new system, but that I would have my fabrics before Thanksgiving. Well, Thanksgiving came and went, and Christmas was approaching. I forgot to mention that I had already had my upholesterer to the house to take measurements of my chairs so that as soon as the fabrics came in, he could get right to work making my new cushions.
Back to the story ... I called the store on December 21, 2000 and my sales associate told me that she still didn't know where my fabrics were but that she would find out and give me a call by noon the next day. Well, the next day came and went ... no call. I went away for Christmas Holiday, and that also meant leaving this horrible experience behind for a while. Then all of a sudden, on December 27, 2000, I received my first phone call from Ethan Allen notifying me that my remaining 2 fabrics were in. So, when I returned, I picked my fabrics up on December 30, 2000.
When I showed up to get my fabrics, they were packaged in plastic, and rolled on a tube. The plastic over the fabric was so thick that the sales associate offered to carry the packages out to my car for me. I was just so excited to finally have my fabric after 63 days, but I also knew that something more needed to be done. So, the very next day, I went in to speak to the store manager becuase he was not there the day before. I explained the whole situation to him and he indicated that with the transition the store was under, it was understandable that all of this had happened. I allowed him to state his peace. He told me that any shipments after October 10, 2000 were subject to problems, so he was sorry, etc. etc.
So at that moment I told him that I completely understood, but that my fabrics were shipped on October 7, 2000. He asked me how I could be sure of this and I informed him that it was on the shipment sticker on the fabric. Just prior to this conversation, the sales associate told me that she found out that the fabrics were misplaced in a warehouse for 3 weeks. SO, I told him that I knew of this, and he said that he would look into it, and if in fact it was "their" error, he would issue me a $50 gift certificate to their store.
That is when the store secretary spoke up and verified that my fabrics were shipped out, rejected, and then sent to a warehouse, and they finally found them. That is when the manager looked at me and said I would get my certificate. He indicated that they would send it out that day. So, I left the store, finally feeling somewhat gratified.
The very next day, January 1, 2001, I opened my farics, only to find that one of them was stapled together at both ends, sliding down the tubing and that it had a huge flaw right down the center of it. And to make the matter worse, it was EVEN tagged with a plastic marker to indicate where the flaw began. Now I was absolutely angry.
I headed right back down to the store, where I was subject to watching the manager measure the fabric, to make sure that they didn't just give me additional fabric, where the flaw was. It turned out that the flaw was at 8 ft of my 9 ft of fabric. At this point he was shocked that they would send me defective fabric. I very patiently told him that now I wanted to know what they were going to do for me. He said that they would ship the fabric out the next day and have the new fabric shipped to the store overnight so that I would have it on Wednesday, the 3rd. I asked if that was it, and he said yes ... that was all he could do for me.
That was when I indicated to him that I had had just about enough and that I was going to contact Consumer Affairs to make you aware of this matter, and he said that was fine because you wouldn't do anything but call him to see if new fabric was ordered for me. Well, that comment made me want to contact you even more!!
Well, let me finish my story. Wednesday came, and I got a call that the fabric wouldn't be in until Thursday now. I said fine. They were to call me on Thursday. I received no call, so I called them. They told me that it hadn't arrived, I would have it by Friday, the 5th. Well, here it is the 5th and I received a call from Ethan Allen this morning telling me that the fabric hadn't been ordered or shipped. They were going to do their best to get it by tomorrow, but that I shouldn't expect to receive it before Monday. OK, I am at my wits end here. I feel as though I have been totally taken advantage of, nothing has been done according to the high customer standards that Ethan Allen supposedly brags about. I want to see something done so that someone else doesn't have to go through this either!!
One final note, I actually went online and left 2 rather lengthy email concerns on the Ethan Allen website ... all I received was one comment back from the first email stating that my concerns would be forwarded to the appropriate people... and I haven't heard back from them yet! I did this before Christmas!
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