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Ethan Allen Window Treatments- NIGHTMARE
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Sep 11, 2008 Ethan Allen complaint by Liorarez |
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I ordered custom window treatments end of May/start of June 2008 for my living room, dining room, and front double doors. Total price was $4300 and I was required to pay 50% upfront, which I did.
A week after I placed the order, the sales rep Candy Murdock called me and told me the fabric is out of stock and I needed to pick a new one, which I did (and was charged an additional $300 on top of the $4300 that was initially quoted). I was told someone would contact me mid of July with completion date updates. They did not and July 24th, I called Ethan Allen and they told me Candy "was no longer with the company" and neither was her boss.
A new woman called me, Betsy, and said she was going to be my design consultant and will take care of my order.
She told me over the phone that she thought something was wrong with the order and wanted to come over to make sure. I left work early to meet her at my house the same day so we wouldn't lost any time.
Well not only was one of them incorrect, they were ALL incorrect. And she admitted to me that the mistaked that were made were very big ones and a seasoned soft goods designer should know better (the hardware was not covered in the back like it should have been, the fabric was too short/not long enough, the sides of the fabric were VELCROE versus being sewn around and unified.
She gathered her things and the window treatments and told me it would take another 4-6 weeks to "make things right". This put me to end of August, which was ok because I was supposed to have a labor day party at my house to celebrate my mother's successful bone marrow transplant. She said she was confident we would make the deadline. I agreed but insisted on a sizeable discount. She said "it is Ethan Allen's policy to not issue refunds." I'm sure if this was her hard money, she would have felt differently.
I decided to call the district manager, Nancy Brown, and after another 2 weeks of going back and forth, they finally gave me a $500 discount and removed the additional $300 markup.
They then told me the new fabric would be in August 10th and it would go to the workroom and they would start on it.
Well fabric didn't come in until the 17th and we were then out another week.
Then they told me it would be installed by Labor Day. Surprise surpirse, they were not ready then.
THEN I was told they were going to install it on Friday Sept 6th in the morning...Betsy called me the day before and said they didn't ship all the parts and it would have to wait until the following week.
So then we schedule an installation date of Thursday September 11th at 8am.
At 8:15am, I get a call from the store manager stating Betsy had a family emergency and couldn't make it.
At this point, I had it. I have NEVER delt with such a debocle of a company before. I was so sick of them wasing my time and mental energy, I cancelled my order and told them I wanted my initial deposit of $2300 refunded asap.
I am planning on writing a certified complain to the CEO as well as obtaining an attorney to compensate my time, money, and energy lost.
There are plenty of other stores/private showrooms I could have went to. I made a HUGE mistake and went to Ethan Allen. Hopefully, this post will save someone's time and money.
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Ethan Allen Complaints
1. Written by Liora Reznichenko, on 14-10-2008 09:13
Once my complaint was received by the corporate office, I was contacted by Marsha O'Donnell, who for the past couple of weeks worked with me diligently to resolve the entire situation. I am very impressed by how serious they took my complaint and how it was remidied. My window treatments were installed and I'm happy to say, look wonderful!
In summary, even though a lot of mental exhaustion and annoyances went into this project, the final outcome was worth it.
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2. Written by Liora Reznichenko, on 22-09-2008 11:15
Hopefully the vice president of retail will care more than Nancy Brown, who seemed to just dismiss it.
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3. Written by Paula Mandeville, on 19-09-2008 15:33
I am pleased to hear you are writing to the CEO regarding your experience. We are sorry to hear of this situation, and look forward to working with you towards a solution. Please feel free to contact me directly if I can be of assistance. I have shared yor comments with Nancy Brown as well as with the Vice President of Retail.
Best regards,
Paula Mandeville
Director, Client and Retail Services
203.743.8257
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