Complaints

This profile includes complaints for Ethan Allen Global, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ethan Allen Global, Inc.

  25 Lake Avenue Ext Danbury, CT 06811-5286

• 

  Ethan Allen, Inc.

  2205 Cobb Pkwy SE Smyrna, GA 30080-7633

• 

  Ethan Allen Global, Inc.

  9825 Us Highway 19 Port Richey, FL 34668-3848

• 

  Ethan Allen Global, Inc.

  8921 Us Highway 19 N Pinellas Park, FL 33782-5811

• 

  Ethan Allen Design Center

  4380 Lassiter At North Hills Ave # 100 Raleigh, NC 27609-5739

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Ethan Allen in ****** ******* ** in 2021 which is covered by a 10 year warranty. The mattress is faulty and has not held up and is causing me severe back and hip pain. For the last 12 months I have been trying to work with Ethan Allen to honor the warranty and give me options for a mattress replacement. They have been unwilling to honor the warranty which is unsatisfactory to me given the mattress is only 4 years old and is causing me a great deal of pain. I am requesting the warranty to be honored.

  Business Response

  Date: 07/03/2025

  *** *******
  

  Thank you for reaching out, your feedback is important to us. Our mattress warranty does not cover firmness or comfort preferences or body impressions of less than 1.5. At the time of your claim, we did not see any impressions and/or none that exceed said measurements. At this time if you would like us to review your claim further please do not hesitate to give us a call at your earliest convenience M-F 7am-4pm, Sat 7am-2pm or kindly let us know a best days and times and we can connect with you.
  
  Best regards,
  Ethan Allen Client Services 

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a dining room set for our newly constructed home in August 2022. We have purchased from Ethan Allen in the past because of their reputation as a quality furniture company. In fact, we have spent almost $30K for Ethan Allen furniture for this new home alone.
  
  We began noticing our "Milk White" table finish was developing a yellowing stain at the leg base.
  As a result, we initially contacted them in the past year and on March 4,2025 were asked to send pictures of the dining table which we did. The last response we received was on May 10,2025 . We were told that perhaps the climate (humidity in Florida) or location of the table could be at fault assuming it was in direct sunlight. The table and chairs are not in direct sunlight and only the table legs have begun to discolor. As far as humidity in Florida, we have a very sophisticated climate control HVAC system in the house.
  
  We were subsequently told the issue was being escalated but have heard nothing since. We'd prefer a full refund for the dining set but are open to an acceptable replacement provided it doesn't discolor. Ethan Allen advertises its wood furniture being made in the U.S. and less publicized, it also is made in Honduras. Regardless, our experience suggests it's not the same quality company it would like you to believe. It used to stand by their products.

  Business Response

  Date: 06/09/2025

  Response to BBB Complaint # ********
  Client: **** & ***** ****** / SO# ********** & **********
  6/9/2025
  
  In response to the complaint about an Ethan Allen product quality, wood finish color yellowing.
  This has been determined to be the result of the foam that was originally used when our factory packed up these items for shipment. This is considered a defect and Ethan Allen will stand by the products, we are offering a factory replacement for both the bed and the table. This is not a common concern, but we have seen it before, we have since made changes to our foam materials to ensure this no longer happens with our white finishes.
  
  The service office has reached out and spoken to the ****** family, providing confirmation of factory replacement for them with apology for the product concerns.
  
  They can continue to use the furniture as they normally do, when the replacements arrive we will schedule delivery and return pick up at the same time.

  Customer Answer

  Date: 06/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sectional sofa from Ethan Allen with 3 pillows. The issues:
  1. the sectional arrived damaged.
  -One arm had a deep crease
  -All of the cushions had deep creases and was especially noticeable on the seat cushions.
  -the damage was acknowledged by the driver and he took photos
  2. The pillow sizes were not what I ordered. Two pillows are 19” and one 21”
  3. I requested that EA pick up the sofa and return my money. They refused. EA offered to send a technician to assess the issues and complete a work order.
  -The technician reviewed the issues and agreed the arm looked to be damaged from something leaning on it. And said the seat cushions looked to have been compressed / possibly not packaged correctly to cause the deep creases.
  - the technician began manipulating the fabric The results:
  -the arm looks dirty and now has several worn spots
  -the seat cushions have water stains over the length of the cushions from steaming
  4. The store manager offered to re-order the two pillows at the original price I paid ($212) minus $60 to return the wrong pillows. He later emailed a lengthy reply retracting our agreement and offering an alternative that was around half the refund value offered over the phone.

  Business Response

  Date: 05/28/2025

  ******** ** *** **** ********* * ********
  ******* ****** ****** **********
  
  *** **** ****
  
  In response Ethan Allen sectional delivered on order **********.
  Delivery day, the sectional was opened from the factory wrap and the padding on 1 arm was shifted, needing adjustment from transit. Our policy on custom product; if there is a concern we first will see if it’s correctable with an adjustment or a part. If it is not, then we will offer a factory replacement at no additional cost to the client. Custom items are not returnable or refundable.
  A technician was dispatched to adjust the padding on the arm, this visit proved unsuccessful. In lieu of not being able to resolve, a replacement was offered and accepted by the client of the 2-seater with the arm where the padding shifted in transit (creating a crease on the arm).
  We warranty our product to be free of defects, normal daily maintenance of fluffing & rotating cushions will still be required.  Once the replacement pieces arrive, they will be inspected prior to delivery and we will exchange the item we could not correct.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first payment was made August 22, 2004. The second payment was made November 11, 2024. The third payment was December 16, 2024 and the last payment was January 28, 2025. In total 9203.98. We ordered two nightstands, a dresser and a bed. All the pieces came damaged, but one nightstand. We also when we were in the showroom told the salesman that we only wanted to buy ******** made. We’ve always bought ***** and we only want ******** made and was told everything was ******** made when the merchandise was delivered we do not consider ******* ******* *******, but Ethan Allen apparently does. When the first man came out to do repairs, he repaired the bed only because he was not able to repair the nightstand or the dresser. He got black paint from the bed on our brand new install installed solid, rustic white oak flooring that had just been installed. Now they are claiming that there is no proof that their repair man got black paint on our floor. They came out last week to do a repair still did not complete the repair. I have corporate office and they have not called me back. I called again today and they assured me that I would hear back from someone today.

  Business Response

  Date: 05/08/2025

  ******** ** *** **** ********* * ********
  ******* ******* ******* **********
  
  *** *** ****
  
  In response furniture delivered on order **********  

  Ordered two nightstands, a dresser and a bed, concerns reported after delivery. All concerns addressable, offering to send a different tech to resolve the remaining concerns that were unfinished from the previous technician.

  For the concern of only wanted to buy ******** made. We have factories in ******* ******* * ***** *******; we are proud of both facilities and stand behind the product they both make. In an effort to accommodate, Ethan Allen extended the option to replace the 2 night tables made in ******* ******* for something we manufacture in our ******* plant instead.
  

  To date, our Regional Design Manager is communication with the ****** family with final steps for resolution.

• Initial Complaint

  Date:03/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeatedly told our November order would be delivered in March, and today, March 6th, we learn that the item that Ethan Allen is building for us - will not be delivered until late May. In fact, they now say they still do not have the materials for the sofa we ordered in November. And, of course, they claim we will lose our 30 percent deposit if we cancel this order. And, of course, they refuse to pay me interest for my lost earnings for the money that were provided.

  Customer Answer

  Date: 03/12/2025

  Good morning 

  I sent the complaint prematurely to BBB. 

  The store responded quickly and told us we could cancel the order because of the excessive delay, or we could secure a discount on the order is we decide to wait 2 additional months for delivery. 

  The store told us our right to cancel was not time limited. 

  Because the local store has been responsive, we are not going to proceed with the premature complaint. 

  Thank you

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

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased table, 8 chairs and buffet from Ethan Allen in January 2024. Items were delivered June 2024. Total cost of entire 10 pieces exceeded $10,000.00.The finish on 6 chairs did not match table or buffet. Chairs were brown and all other pieces were grey. Ethan Allen only offered to "refinish" the $800 a piece chairs as they could not provide the original chairs ordered in the finish that was ordered. Chairs were refinished and are still "brown" and refinish job was sub standard (original finish still showing through in many places). Ethan Allen representative visited home one day after chairs were delivered and acknowledged that refinish job was not done properly and color was still "brown". It has been two weeks and after contacting Ethan Allen twice we have received no response as to what they will do. We have offered to accept alternant style chairs which would match table and buffet.

  Business Response

  Date: 03/03/2025

  Ms. Koester,

  We appreciate you taking the time to share your feedback. We apologize for your dissatisfaction with your experience. We have carefully reviewed your requests as well as your items. While we have refinished them to meet Ethan Allen quality standards, we understand your concerns are still open. At this time, we have agreed to move forward with a replacement of the new (already selected) Cyra Chairs. Our local teams have been in contact with the details of the re-order process.  Should you have any questions or additional concerns, please feel free to give us a call. 

  Thank you.
  
  Regards,

  Customer Answer

  Date: 03/07/2025

  I have received an email from local sales associate that chairs will be replaced and order will take 12 to 14 weeks for delivery.  I have not received a copy of an official order made by Ethan Allen.  Based on the 9 months I have waited for this issue to be resolved, I would like to wait until I have received replacement chairs before I state that my complaint has been resolved.  Thank you.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered dining table and 4 chairs on 09/11/24 and they were delivered on 01/14/25. The sales person never told me that the table would be distressed meaning that they put indents on the surface of the table. If I was told that then I never would have bought it. When it was delivered, there was one indent that was twice the size and deeper then the other ones. The table top is brown but it is so deep that white is showing through. After more than a month, I was told that the distressing was part of the table design and not considered a defect. No replacement would be possible. Terrible customer service from sales person through service department.

  Business Response

  Date: 02/26/2025

  Good afternoon,
  
  ***** **** purchased the Cameron 42" Smooth Round table at our Elkridge, MD design center. The table was purchased in finish 366, or Brownstone, which is a finish characterized by featuring an elevated level of hand-distressing. We have conferred with our customer service representative and confirmed with the client that the proposed "divot" or "defect" is actually a characteristic of a natural wood distressing. We've also advised there is no guarantee that a replacement top would result in any different outcome. However, in an effort to restore confidence with Ethan Allen and our customer service experience, district leadership will be in contact to further understand the customer's concerns and expectations. 
  
  Please let me know if we can be of further assistance.
  

  Thank you,

  Customer Answer

  Date: 02/26/2025

  I received a call from a manager and she said that she was going to replace the table top. She understood that the one indent was too large. She said that there was paperwork that needed to be done but she told me that EA would replace the top. I appreciated her understanding and will wait to see the replacement. 

  Business Response

  Date: 03/07/2025

  Regarding inquiry #******** at the ******** Design Center, our customer was contacted by senior leadership to discuss her ongoing concerns. In an effort to satisfy the customer, we have agreed to make an one time exception and have ordered a tabletop replacement. The customer is aware of the reorder and will continue to be provided with their estimated ship date until the piece has arrived and has been scheduled for delivery. We are always appreciative of customer feedback and are thankful to Ms. **** for sharing with us her experience.
  
  Thank you,

  Customer Answer

  Date: 03/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a power recliner sofa that was delivered Feb 2021. Immediately after delivery they had to replace the recliner mechanism on one side. I also complained about the seat cushions sinking and the back cushions being unleveled. I was told the uneven back cushions were normal, and the sinking effect was normal. We spent too much for such an uncomfortable sofa.
  
  Fast forward to Nov 2024, after a cross country move I complained once again that the sofa was terribly uncomfortable and the mechanism on the other side was making the same cracking noises. I was told the back cushions and the incliner mechanism were out of warranty, 8 months too late. However, the seat cushions were under warranty. They replaced the seat cushions but the issue continues. I was led to think they would work with me if the seat cushions would not fix the issue. However, I was told they wouldn’t cover anything else since the original complaint was not documented the warranty on those parts were expired (by a few months).
  
  I don’t think this company truly cares about customer satisfaction. It feels as they will do the minimum to help out. However, they sure do charge a lot of money for their products. I expected better service from them. I got much better service from Rooms To Go on a bed that I purchased. I was floored to see the lack of empathy towards my multiple complaints. Although I provided documentation and names of my original complaint, that was not taken into consideration. It feels as if they find any loopholes to avoid responsibility. They won’t admit lack of quality service and issues on their products. They go by their warranty book, nothing else.

  Business Response

  Date: 02/14/2025

  Client purchased a custom
  ******** Incliner Sofa on 10/25/2020 on sales order 185688.01 that was home
  delivered to her residence in ******* on 2/23/2021.  The client did have warranty work performed on
  her sofa with the concern filed April 2021 and then in June 2021 warranty parts
  were installed.  We do not have records
  of the client contacting anyone for further service regarding an uncomfortable
  sofa until after she moved from ******* to *****.  The client contacted the service department
  again in November 2024 while residing in *****.
  
  The client is correct as
  we do follow our Ethan Allen Limited Warranty when resolving warranty claim
  requests which has been communicated to her. 
  However, we did not tell the client that we would not cover anything
  since the issues were not documented originally nor did the client provide
  documentation and names of her original complaint.  In any event, both of those points are
  irrelevant to how we administer the Ethan Allen Limited Warranty as we solely
  go by the home delivery date to calculate the length of the warranty for each
  item purchased, and per the warranty “If your product is repaired or replaced, the
  limited warranty will not be renewed or extended”.  We did in fact
  tell the client which components are out of warranty and would not be addressed,
  which are the upholstered back cushions and motion components since they only have
  a three year warranty.  The seat cushions
  have a four year warranty so those were replaced in the client’s home on
  2/5/2025.
  
  We are not able
  to provide warranty work for the upholstered back cushions nor motion
  components of the sofa to resolve the client’s concerns that continue since the
  warranty has expired. Full details for the Ethan
  Allen Limited Warranty can be found at *******************************************************.   

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/24/ 2025 I recieved a 9 x 12 Carissa in- stock rug that appeared dirty and or very defective ( see attached photos) The cost was $3,200.00 and the rug was a newer item for EA. When it arrives I pointed out some very dark lines across and horizontal on the rug that gave the appearance of the rug being dirty and in no way representative of a “winter white” color. I based my puchase onn in the 2nd picture above. The delivery folks said the dark streaks were from the packing and would dissapate in a few days My eyes were dialated and blurry due to an earlier eye exam so I went along with the delivery services reccomendation. Ater 4 days of waiting for the rug to settle I texted the store manager and requested a return. Any persons ( family or friends) that saw the rug thought it looks used or dirty. The first response from the store manager was that these are the natural color variations. I replied back explaining the rug was nylon and there are no natural fibers nor did the picture of the rug on line show this. Secondly when natural fibers are present in rug materials they are aesthetic pleasing and do not give the appearance of a dirty defective look. EA agreed to return the rug after a week of back and forth however want to charge me 15% and a 299.00 delivery charge. They made several excuses inbetween this proposal to try and hold me responsible for the full amount. I find it deplorable that I noted the defect frim the get go and the still want to charge me $700 for returning a rug that was defective. I expect a full refund as this was :
  A Not my fault as the rug is defective
  B No where in the rugs description does it indicate naural fibers nor does the pictures of the rug ( magnified) illistrate these dark inconsistencies. Customer service at EA is deplorable and unethical. Our srore manager really tried to help us yet she is limited by corporate. Please help!

  Business Response

  Date: 02/10/2025

  ******** ** *** **** ********* * ********
  ******* ********* ******** **********
  
  *** **** ****
  
  In response to the complaint about an Ethan Allen policy on returns. The rug purchased is a hand knotted, hand dyed rug, variation in the dye as well as some streaks are to be expected.
  Client reached out thinking the rug had defect when what they are seeing is completely normal. The design center processed the return as requested.
  
  In effort to accommodate the client, the 15% restocking care was waived. The shipping will not be credited as service was rendered and no additional charge was added for the pick up of the return rug.
  
  Ethan Allen is always striving to offer fair options for our clients and to be solution driven.

  Customer Answer

  Date: 02/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the excuse is not in the description of the rug. Its a nylon indoor outdoor rug, Another rugs company looked at it and did say if it was dyed that the process produced all the uneven streaking. To add insult to injury, EA did pick up the rugs after submitting pictures and I was suppose to receive a credit less the delivery charge. I still have not received the $ 2,925.27 the merchant agreed to credit my Ethan Allen account on Jan 27th. This credit amount did not include the $299.00 Ethan Allen  charged me for delivering a defect rug. I need the 2, 925.27 credited immediately and the delivery fee of $299. If the delivery fee is not  credited EA should have posted on their website that they  do not credit delivery fees for any defectective items paid for and received by a customer.

  Regarding the Carissa rug on line there i nothing in the description on their website stating the color variation or this rug being hand knotted. I need my credit for the full amount credit back to my Ethan Alllen account ASAP.

  Weaving art and science together, the Carissa rug is a modern marvel: cleanable, easy to care for, long lasting, cozy underfoot—and positively stunning. Luxury Performance technology gives Carissa the soft hand of an artisanal indoor rug combined with exceptional stain-resisting power.
  
  An innovative indoor/outdoor rug with a sophisticated stripe pattern. Stain and fade resistant.
  100% SD UV-stabilized super-soft nylon
  Hand-serged edges
  Luxury performance; can be used in any indoor room and outdoors beneath a covered patio
  Custom sizes and broadloom options available in Design Centers
  Multiple color options available
  Use a rug pad to help keep your rug safely in place, to extend its beauty, and to protect your floor.

   

   

   

   

   

   

  
  
  
  
  **** *******

  Business Response

  Date: 02/28/2025

  ******** ** *** **** ********* * ********
  ******* ********* ******** **********
  
  Feb 28th 2025
  
  In response to request for refund on shipping charge & status on remaining credit processed.
  We had the factory review the concern. The rug was requested for return due to seeing what looked like, ‘dirty streaks’ that the client was seeing.
  
  Factory review came back stating, these are shearing marks from the hand shearing process on this product. These shearing marks are considered to be a common characteristic for this particular product and all rugs will have varying degrees of these marks on them. Since we consider this to be a character of this product, this would not be considered as defect.
  
  In effort to accommodate the client, the 15% restocking care was waived. The shipping will not be refunded as service was rendered and no additional charge was added for the pick up of the return rug.
  
  The remaining credit due was paid by check to provide certified funds.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/13/2024

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

  Thank you

  Customer Answer

  Date: 12/23/2024

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