Beware ! This Company has TERRIBLE Customer Service especially in the Chino warehouse shipping Department. Rude, rude, rude !!
Beth in Bellevue. Best delivery I have ever had. Jason and Nate were very professional. They helped move my old furniture and were so friendly. They made my experience at Ethan Allen great. I have never seen such happy delivery guys who like their jobs so much. Thank you Ethan Allen for your commitment to great service.
CAUTION: WARNING: BEWARE: I am not a blogger. I am a decorator. My Client saw a sofa in Traditional Home that she loved. The entire room was going to base off this sofa. I ordered the sofa exactly like the one on the floor and was told it would be 10-12 weeks until delivery. I was surprised by that length of time. When I called back in 10 weeks to check progress, I found out the fabric was on back order . Nobody from the store contacted me or the customer (my client) to see if we wanted to select something different. They have LOTS of fabrics. I was told it would be an additional month. A month later , again I call them,, to check on status, its been over 3 months. months already. They tell me it is in production and it will be 4 more weeks. I am thinking how long does it take to make a sofa. Its in production and it going to be another month. Are they weaving the fabric themselves? Are they manufacturing and sending them from a slow boat from China? Three weeks later I get a call to schedule my delivery for the following week. The call I get is from a contracted drop ship company 3 hours drive from the clients location. The delivery is scheduled for the following week. Three days before the delivery the contracted drop ship company calls again to say that their is bad weather north of us and they cant bring the sofa as scheduled due to their second delivery on the truck is experiencing bad weather. She wants to schedule our delivery the following week. It's winter!!! WHAT if WE have bad weather that week???? Roads are clear now between this drop ship and me. at this point, I don't bother to call the store, because they have never bothered to call me. I have initiated all contact on this order since they got my clients money. The contracted drop ship company has been nicer and more concerned with getting me my sofa than the store where it was purchased. I call corporate to see if I can get somebody to approve a truck delivering the sofa on time as scheduled. My client spent over $4000 and waited at this point 4 months for this piece. I spent the better part of two mornings calling Corporate Ethan Allen Customer Service. Going through " My Ethan Allen Story. " Was told both times that someone would contact me. I have not heard from corporate, or the store where I purchased the sofa. There is no consideration for customers with this company. Only person to contact me was the contracted shipping company and they called with yet another delay. As a decorator I have done business with a number of different retailers, this one based on lead time has been my biggest nightmare. I cannot recommend clients use is retailer. Too many headaches, broken promises, but being ignored after 2 calls to corporate, that is the part that is unacceptable.
I can totally sympathize. I also made a huge Ethan Allen purchase around a particular item, a large wall unit. I ordered 7 items and to date: 1 had to be totally returned, another completely replaced, and 4 had to be repaired or serviced. Our latest issue was to be rectified within two weeks, we just received the item back after 6 wks. and it looks worse than when we sent it for repairs. We spent a lot of money on this furniture and wanted American made products - I can't tell you how disappointed we have been with, not only the quality, but the customer service is totally nonexistent. Yes they have replaced and serviced the products in question, but I have never had an experience so lacking in customer service. Between waiting to schedule someone to asset the "damages"; then waiting for someone to pick up the item; then schedule the re-delivery, the phone calls just don't end and in the long run it starts all over again as items are returned in awful condition. I tell anyone who listens, NOT TO PURCHASE FROM ETHAN ALLEN it's a total nightmare.
Imagine that! A a user's head actually does rest on the headrest of a leather recliner! However, the poor quality of the leather dye has caused the color to FLAKE OFF of the headrest. There is no staining, no darkening,no oil. However, Ethan Allen has refused to accept any responsibility for this issue. There has been nothing done other than a denial of responsibility through the limited venue of email and a digital photo! Even after a local distributor visited and provided an opinion that the issue was unusual and did not appear to be due to wear. The chair is less than 10 months old! So very disappointed in the customer service experienced. I have not seen any reports in writing, any test results, or anyone from quality control investigating this in person. Is this how the company treats its customers? Despicable. Spend your money on what you expect to be a quality piece from a reputable(?) company, but don't expect any service! - See more at: http://customerservicenumbers.com/cm-ethan-allen-imagine-that---a-a-user-s-head-actually-does-rest-217515#.VYmVqmAoAyE
I purchase several items and 50% of those items have to be replaced. Ethan Allen have agreed to replace them but several (may be 5/6) month later they only thing that has been done is several e-mails/telephone calls and no replacement furniture. I too have not seen the report but the quality was obviously so poor that they agreed to replace. I paid to have the fabric upgraded and you should see it. I live alone and only retired in January- the furniture has hardly been used. Never again!!!
I have been purchasing Ethan Allan pieces for many years - I tend to like the British Classics series and most recently decided to purchase a new nightstand, a comfortable reading chair for my home office as well as a sofa for our sunroom. EA does not make it easy. I saw a night stand on their web site on August 27th and when I attempted to order it 4 days later I was told it had been discontinued. Given that EA is now a "Custom" producer I asked for them to make one more - nope, sorry was the response. OK, there was another piece that I liked but it had that faux key holes. I was willing to order the piece but I did not want the key holes, nope, we're sorry we can't do that (so much for custom). I purchased a Christopher Alexander nightstand that, quite frankly, is a vastly superior piece in quality, style and finish for about the same price. I then decided to look for my reading chair and found one that I loved the Berwick. I went to look for fabrics and found that many of the fabrics were polyester, rayon, and while some had cotton in them I felt that the quality wasn't there (I did not want a linen). Their prices are out of line for the quality they are providing. I have found that the stain used is not durable and I have had to purchase stain pen's from EA to occasionally touch up - shouldn't be. I have 4 pieces that I love but with EA custom is not custom, the time frame of 10 weeks is unreasonable, the cost for the quality is high, the quality of the fabrics astonishes me. I am no longer an EA client. I will find the reading chair and the sofa for the sunroom elsewhere.
I am totally frustrated & dissatisfied with This Company. in the last 12 months I have purchased almost $20,000 in furniture. Each item was a delivery nightmare. I swore I would not buy another item from the Las Vegas store, but when the store moved to Summerlin, I felt I should give them another chance. Wrong, bad decision... after ordering and signing the order form, the sales consultant called me to inform me that my order was being delivered to their Phoenix warehouse ahead of Schedule, Sept. 21st. I was so excited. 1 week later I received another call from the California delivery center who informed me that there was no such address in CA. to make a long story short, as of today, Sept. 30th, they agreed to ship the furniture 6 hr. away to Phoenix and then on to me in Las Vegas instead of delivering the furniture directly to me from their Ca Warehouse which is only 4 hours away. Don't buy anything from this company unless you can take it home with you~ bad delivery services and bad computer systems that can't recognize a conflicting zip code in Los Angeles That does not match a Street Address in Las Vegas. They should consider getting a new CEO and President
Manager in Palm Beach Gardens, FL store promises to call to resolve a problem and he never calls back. Designer who worked on the project says they are responsible for the mistake made and that the manager will call me to resolve the problem. Manager never calls. What is a customer supposed to do next?
Same story here. Ordered 2 chairs w/ottomans. Its been nearly 6 months. Still nothing. Apparently the fabric is on backorder. What is the point of a "designer" if she never calls to update or suggests alternate fabric. We will cancel this order....72 hours will not stand in this situation. 1st & last order from EA!!!!
I'm in the same boat with the Palm Beach Gardens Store in Florida - ordered window treatments in September/October 2015 - was never told that the fabrics were on back ordered until we asked - then installer had an accident which delayed installation yet store manager a - William Myers has yet to take an active role in resolving the issue - he is incompetent. The designer we worked with is arrogant lecturing me on how good they are - I lived up to my end of the purchase process by paying when asked - they have not lived up to there end of the process and have violated their fiduciary responsibility - corporate is tone deaf to these issues.
I have spent over 40K in this store decorating my home. I have been treated well especially by the sales people. The manager at the Buford Mall of GA store is so rude. I have asked for a 90 day hold agreement on my last order which I only owe less than 1500.00. They are telling me they are cancelling my order. It makes no sense. No one calls me back. My husband has been very sick and I have been dealing with other issues never had such a rude encounter with a manager like this. They take your money but have terrible customer service.
We ordered 3 items. 1 was in stock and would be delivered immediately with the other 2 to follow. When order was placed by sales rep he was told due to rural location they would all have to be delivered at once, despite additional charge for delivery outside 50 mile radius AND there would be an additional 4 week delay. We cancelled the order. Very poor service from a company with very good furniture.
I have been a loyal Ethan Allen customer for over 15 years; I am certain I have spent about $30,000 to furnish my primary residence, and I have presently spent close to $30,000 furnishing a brand new second home; and I cannot believe how my wife and I were treated today in a very rude and condescending manner by the store manager of the Ethan Allen store in Palm Desert, California, all because of a decision in our part to switch interior designers, truth is we were unhappy with the first designer that visited our home. I own a large business in the area and customer service is my number one concern, but the store manager and staff sorely lack the basics of customer service, to the point where I now no longer feel like doing business anymore with this company.
I have spend $5200 on a custom dinette set. The original delivery was in January 2016 and all four chairs were delivered with problems such as wood splits, discolored paint, chips and nicks throughout all four chairs. Ethan Allen wanted to have someone come in and fix my brand new chairs and I was livid. They agreed to order 4 new chairs that were delivered today. I was really shocked that the second delivery of chairs had similar problems as the original delivery. I received a catalog from Ethan Allen stating that they have premier in home delivery. They state they deliver commitment to excellence, inspecting each piece at the distribution center and then again at your home. They could not have inspected my furniture and agreed it was ready for delivery. This was my first purchase from Ethan Allen and it will be my last for custom furniture. I have had contact customer service and had to keep up with the status on my own because my sales person seems to act like she has received her commission and doesn't care about the issues I am having with my furniture. I have been fighting this battle on my own. Now I have to continue the fight because what I received today is still not acceptable. Does anyone at Ethan Allen even care how the customer is treated and the service being provided. What has happened to Customer Service?
5/23/16 Order No. 4799060113 I paid $13,000 for furniture from Ethan Allen. EA delivered an inoperable floor lamp (missing the stem switch). I have spoken with the salesperson who sold me all this furniture and Erin from the EA Service Center. Lots of vague "oh, I'll look into it and get back to you..." I've waited over two (2) months for 5 sofa pillows. Delivery men are bottom of the barrel. Had to give them $20 because they had to carry the furniture up two steps from my garage into my house. I need more furniture, but I will absolutely never purchase from Ethan Allen again. VERY POOR SERVICE!!!! Kathleen Bernhardt
What happened to Ethan Allen??? Twenty years ago, I bought all my furniture from them. I received excellent customer service. Several months ago, I went to my local Ethan Allen store and purchased several pieces, and was surprised at how long it would take to make a couch and marching chair, but okay, if that's how long it takes...The date of delivery came and went, and the salesperson, though extremely nice when we bought the furniture, never called me back when I would call. In fact, I have called once a week for the past three weeks past my delivery date, and she has said each time, "I'll call you when I know it's on the next truck." She has NEVER CALLED ME. I called last week and the clerk looked up my stuff and said it was on the truch for this week. I heard no further so I called today and the owner picked up the phoneby chance, Im sure, and told me it was not on the truck but will be NEXT WEEK and she'll call me when it gets here. "Wait a minute," I said, "You mean the furniture comes from across country, lands in Denver and then will arrive here some time?" "Yes," she hurriedly replied. "Ah, that means it wont be here for about two weeks and then you have to schedule your truck to bring it here!" Yep. Unbelievable!!! Horrible customer service and so disrespectful giving people the run around like that. The owner even had the gall to say it was the fourth of July weekend that has put things in arrears! Its been 4 months. Boise, Idaho
Yes, what has happened to Ethan Allen???? I purchased three upholstered chairs, a coffee table, an accent table and a entry storage, a large sectional, and table approximately 10 years ago. The delivery was on time, the store was in contact with me throughout the process, the furniture arrived as ordered and the quality was worth the wait. In April of this year I purchased two sofas through the Roseville, CA location. After the initial process there was no communication until I received an email from the store stating the furniture was available for delivery 4 months later. I contacted the distribution center to arrange delivery. After it was scheduled, I received a call from the center and they informed me that one of the sofas was not ordered correctly. I contacted the sales representative and no response. I continued to work with the distribution center and the issue was resolved several weeks later. I was assured the "highly qualified technician" would repair the NEW sofa to match the other, needless to say, after waiting another month the sofas were delivered and they do not match. I have been waiting two months for this issue to be resolved and all I receive is excuses. I also purchased the warranty in which the "highly qualified technicians" will repair any issue I have with the furniture. After this fiasco I feel very comfortable with my huge investment, not!!!! We purchased a new home and have more furniture to purchase, but I will not be purchasing it from Ethan Allen. I am extremely disappointed and frustrated. I can't even enjoy the furniture because when I look at it I get angry all over again!!!!
I have been given the run around by ethan allen on veterans road in staten island on a rug delivery which is taking 6 months. We spent well over 50 thousand dollars with them this year and it doesn't seem to matter. I will never use this store again and if I would have had the presence of mine to read the blog on the corporate web site I probably would have went with a different store. Live and learn. Terrible service buyer beware
February 9, 2017 - I ordered a slip cover couch from Ethan Allen, what a disappointment! The couch is a torture device, no back support, the cushions have no support, the slip cover looks like it was sewn by a child; seams are uneven and crooked, material has flaws, tacks are protruding from the bottom of the sofa and love seat. I will never purchase another item from Ethan Allen again!! P.S. I am selling both pieces at my garage sale for $200.00!!
We've purchased EA goods for years and have been satisfied with their products, until now. We purchased a high-end living room set five years ago, and the product and service was excellent. We re-ordered identical sofa, chair and ottoman covers in 2015, and I am still having issues. The product received was not an identical match to the original order. Surprising since we re-ordered based on the original order I provided to the dealer. The dealer told me I received what I ordered. Not so - color was different, no welting on the furniture and the ottoman cover was three inches too high from the floor. Wrong product code. The dealer is now Chapter 7, I've been on the phone since the product was delivered and I still have to receive resolution. Still no callbacks from CSR. Great products - service worse than the VA.
I've purchased many things from Ethan Allen over the years and generally have been satisfied. But my last purchase is an exception. Their Herringbone Glass Table lamp, item #096277 (http://www.ethanallen.com/en_US/shop-lighting-table-lamps/herringbone-glass-table-lamp/096277.html?site=#sz=94&start=1) has tarnished badly and apparently the tarnish cannot be removed. Its online description says it has a "polished nickel finish," but I located a high-quality nickel polish and it does nothing. As the polish has worked well on other nickel items I have, it is obviously the fault of the lamp and not of the polish. I called the EA store where I purchased the lamp and spoke to a decorator, who wasn't even familiar with the lamp. I described my problem and she told me she'd look into it and call me back. She texted me later (instead of calling) and said "We can't do much. Check local shops for repairing lights." As I paid $729.00 plus tax for the lamp, I expected it to be of better quality than it is. I very disappointed with Ethan Allen, both for the poor quality of their merchandise and for the poor service. I had come to expect more of them.
If i had realized how terrible the supply chain (logistics, delivery, manufacturing) - not sure where the problem IS - I would never have ordered over 20,000.00 of furnishings from Ethan Allen. I STILL do not know WHERE my furniture is! The designer doesn't know where the truck is? Seriously? It's been 5 months. Really?
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