Ethan Allen

Response to Customer Service Phone Call I received After Posting My Solicited Review sent on 2/09/25
Mary Ann in Customer Service for the Viera, FL store was unable to do anything for me, except to give me a phone number at corporate.
My first thought is why do you call it a customer service department? I am so sick of dealing with Ethan Allen I had to cool off before bringing up the terrible Conover Recliners we purchased.

Then, last night my husband says what is that noise? Is that chair about to take off? My chair the one that was repaired was shaking and stuttering and letting off a whining sound. I would say that is NOT normal.

It is NOT a quality product for which a high-end price was paid.
You asked for what would be my resolution. Take back both of these chairs and refund us in full!
Here is the solicited review that I posted on 2/09/25:
Ethan Allen sent an email asking for my review on 2/4/2025 which I posted on 02/09/25:
You asked for my review, so here it is: The sharp-tongued "office person" at the Viera, FL location called me a liar well, she actually said I dont believe you when, in fact, it was she that posed a scenario over the phone to me that was not in the context of our conversation intimating that I berated the salesperson's skills - apparently the salesperson (or another person who could corroborate her highly emphatic statement) walked to within hearing range of the phone conversation and this sharp-tongued office person woman obviously was trying to garner this person's attention, and favor, to be against me. Her words were "And (name of person) did a great job!!" What? We were not discussing the salesperson at all.

The recliner with the broken mechanism that they "fixed" once already, and had broken again, was the true topic. In addition, the other recliner (we bought a matching set) was starting to exhibit the same problem. This is when she said she did not believe me. Such a nasty business.
I also was explaining to the sharp-tongued office person that I had purchased Ethan Allen furniture in the past Oh, Wait!

She rudely interrupted me and said There you have it! I was attempting to say that the quality of furniture had greatly changed over the 20 years since my last purchase. This rude and loud sharp-tongued office person was having none of it and that part of the conversation was closed because she had this very recliner in her own home. My experience is that the recliner on offer is way over-priced and of low quality.

A $3,000+ recliner with scratchy fabric, weighs much more than a senior citizen can move to clean under, screws on the control mechanism are inserted incorrectly at an angle and stick out which scratch the hand of person in the chair does not comport with the price. By the way, the original chenille velvet-type fabric we had originally chosen for the recliners turned out to be something not actually offered for the Conover. So, when we went into the store to sign for the furniture we were told of the unavailability of our first choice and were then shown some pictures which seemed acceptable. Had we known it was uncomfortable (stiff & scratchy) we would have not placed that order.

Also because of that fabric the welting on the arms is very rigid and the arms are not wide enough to comfortably find a place to rest your arms without leaving dents on your skin which also adds to the discomfort of this model and fabric.
I wanted and still want to return these chairs. We are very unhappy with them. The sharp-tongued office person said that they have a right as a company to try to repair the item. And so, more time passes.

We had to wait a week for the pickup of the chair because it could not be repaired on sight. I had to request a loaner since we threw out our old furniture and the very nice customer service lady said she would have to check to see if that would be possible. She called me back within a very short while and let me know that this could be accommodated, but it would not be a reclining chair. Thank you, we just needed a somewhat comfortable chair since we had nothing else.

When the broken chair was picked up they also delivered the loaner. Then, we had to wait a week before the repaired chair could be delivered back to us.

There is more, but I am too exasperated to go on. Stay away from Ethan Allen unless you want to waste your money and, of course, you must enjoy a verbal thrashing to boot.

I purchased a living room full of furniture from Ethan Allen. I purchased the 'Golden' insurance coverage as well.

Much to my dismay, the tripod lamp is not working any longer. I was told that the 'Golden' package only covers the furniture; the lamps are warrantied for 1 year only. As this was not an inexpensive lamp, I am outraged that this lamp is no longer useful. The associate suggested I switch the light bulbs or use a different socket!

I will use a different furniture company and would never recommend Ethan Allen to anyone who wants quality. I was never told the lamp would not be covered under the 'Golden' warranty package.

Ive been a 25-year consumer of Ethan Allen furniture. Since Covid, Ive purchased almost $25,000 worth of furniture.

This January I made a smaller purchase of a bench, two stools and a bed. After the purchase, the sales person directed me to nightstands projected for floor sample, as the line was being discontinued. Two weeks later, the nightstands were now floor samples with a 35% markdown. I agreed to purchase them that Friday.

That weekend I noticed they were on sale for 20% off. I also recalled seeing a strange price on a dresser in the same line in the showroom with a very low price. I rushed to the showroom that Monday, andto my surprisethe dresser showed the following floor sample sale markdowns: Dresser: original price: $3,100; sale price $2,480, floor sample price: $1,200. Contrarily, the nightstands just had the floor sample sale price: $899 and sold.

The nightstands original price was $1,400 each and the sale price was $1,120. I asked the salesperson to come see the discrepancy and explain the difference in sale pricing of the two items in the same line. I said you gave a 35% discount on something thats already 20% off; so, in actuality Im only getting 15% off with an as-is, no-guarantee clause. They told me they only discount the original price, but in front of me was a product discounted 60% from the original price and 50% from the sale price.

This severely conflicted their stated policy. An in-store manager made a call and turned to me and said the dresser price was a mistake. Immediately, I declined to purchase the nightstands. I had lost trust.

They made no overture to sooth my distrust. I felt insulted and called corporate customer service. To their credit, they were highly professional. They told me the local director would call within 48 hours.

I waited,, and when the 48 hours was coming to a close, I called customer service. They called the director, and I received the most disrespectful and condescending reply. When I answered the phone, she asked what can I help you with. I said did you not just speak with customer service.

She began to say, I dont know what you want. We honored our price for the dresser and were not about to make another mistake discounting the nightstands further. Confused, I asked who did you honor the dresser for? I wanted nightstands and I canceled that order because I lost trust in the organization.

Well I dont know what you want, she said. What I want is for you to understand that your mistake has consequences which damaged my trust. She didnt get what I was trying to convey. She was bent on justifying her mistake.

So I asked if there was a higher representative I could speak to. She said I cant give out numbers, but Ill have them call you. This person appeared young and out of her depth as a supervisor. The exchange appeared combative instead of understanding.

When the VP of operations called, I could detect a vast difference in professionalism and communication. I told her of my experiences in the store and with the director. Her solution was for me to visit other Ethan Allen stores in the area. This further unsettled me, so I asked to speak to the next higher VP of the region.

He called and seemed to understand my position and why I decided after 25 years of purchasing history to end my relationship with Ethan Allen. I told him that before I spoke to the district representative I was still redeemable as a customer. But after that exchange, I had no choice but cut ties with Ethan Allen. I felt so disrespected.

It felt as if the district representative was assuming I was there to hustle a deal. As I mentioned, my history did not suggest I was anything but a loyal, paying customer. I never took credit; I paid cash.

I realized trust and value are absent in this relationship; so I, my family and friends can never shop there. What happened to Ethan Allen?

We purchased a leather recliner for $3,500.

After 6 months it started to look like we had inherited from my grandfather. We contacted Ethan Allen, we were told that someone would reach out to us.

They never did. I was never able to get anyone on the phone. By almost the end of one year we tried to get our credit card to reach out to them. Unfortunately the warranty had expired by then.

We have bought a lot of furniture from them in the past but we would NEVER buy anything from them again.

Not sure whos making the furniture now, but its absolute garbage! Better of buying something at a Costco or Home Goods at least you wont feel ripped off.

Originally I would have recommended Ethan Allen. My original couch that I ordered had an issue.

First they wanted to only replace the cushions, then they replaced the couch. I was told to change the fabric so the the wrinkles in the fabric would not occur. The 1st replacement couch did the same as my original order. Barb and Chris came to my home to review the issue again.

Barb stated the couch would be replaced however, I needed to change the actual couch. She specifically stated they would work with me if this couch did not work. It did not. It has wrinkles all through the couch.

They call them comfort lines. This current couch is THREE Weeks old. It looks as if I have had it for 5 years. When speaking to Barbara in regards to this she first offered me my old couch.

The couch the delivery men literally threw in the back of the truck. Then after I stated this was unacceptable she stated they would discuss on the Tuesday meeting. I received a call the Thursday after when she offered to come and get my couch; or they would give me a $500 refund. When I asked for a new sofa with new fabric Barbara stated they arent going down that road again.

We have spent so much money on you. We have given you three couches. The couches now are so expensive now. If you would like you can purchase another couch and we will refund your money.

Why on earth would I do that. This couch is under warranty and this franchise of Ethan Allen refuses to correct my couch. I purchased approximately $7000 in furniture from them. The sad thing is I was ready to purchase a home full of furniture.

Chris and Barbara determined that I wasnt going to do that. I recall the Pretty women scene when Julia Roberts character states, Big mistake, walks out and shops more. It is my hopes after this review something will be done. I have other options.

The only good that came from this is that Nikki transformed my living room.

Thank you Nikki. Otherwise I wish I had not stopped in this store.

We ordered 10 grand worth of furniture months ago. We were told someone would call us to arrange delivery in mid July.

Never happened. We had to chase down delivery. When we finally did they said it would be another 4 to 6 weeks to get delivery due to distance. Of course this was never explained to us when we placed the order.

This is in spite of the fact that our furniture was delivered to their warehouse on July 27th. Total nonsense and a rip off. We are now at the point that we are ready to change back the entire transaction to Amex based on complete failure to deliver ANYTHING. Ethan Allen has had our money for months on end and this is still no delivery date.

Dont waste your time or money. Complete rip off .

Hi. Today my 2.5 year old granddaughter got her head stuck in our dining room armchair!

We tried for over an hour to free her head with manipulation and then with oil on her head to no avail. She was quite upset and hysterical at times. We finally had to free her by trying to disassemble the top of the discontinued armchair. It did not come apart easily or in a way that would be easy for us to put back together.

We are wondering if they were discontinued just because of this issue of them being larger than 4 opening in areas and the apparent danger of this type situation. We love the set and wont be able to replace the discontinued chair. I am requesting you fix the chair free of charge due to the unusual circumstances involving freeing the scared child. I would like to attach photos but dont think I can.

I am not a pissed customer but will check the box so my email goes thru. I was upset about the situation, it was very upsetting because she was so upset.

Thank you. Lisa Grillot