Poor Customer Service
Poor quality control, zero accountability, and still waiting for a resolution after 3+ months.We have been long-time Ethan Allen customers and have purchased a significant amount of furniture from them over the years. This is not a one-time transaction — we have invested considerably in this brand. That loyalty has clearly meant nothing to them.We purchased a dresser and shortly after receiving it, a blemish appeared on the top — clearly a finish defect. Ethan Allen sent someone to our home to inspect it, and rather than standing behind their product, they blamed us. A furniture finish does not spontaneously fail because of something a customer did. We know how to care for furniture.After pushing back, we agreed to purchase a replacement top — out of our own pocket — just to resolve the matter. That was in November. It is now February. We have made multiple follow-up calls. Not one has been returned. We still do not have the replacement top we paid for.This is not a customer service issue. This is a failure at every level — quality control, accountability, and basic professional courtesy. Ethan Allen markets itself as a premium furniture brand. Premium brands do not take your money and then go silent.If you are considering a purchase from Ethan Allen, go in with your eyes open. If anything goes wrong, do not expect them to make it right.
Joanne Dubray
We boughtBest Furniture!
We bought our furnitures , Sofa, Armchair, bed, storage Display, console etc from Ethan Allen 20 years ago when we first bought our first house in Westport, Connecticut. All our wood furniture are all still in great shape. We reupholstered our Avery Armchair and ottoman because they are still in perfect condition. We love the style but we decided to buy our new sofa. Our Cameron sofa is still in good shape but after 20 years the color faded and we needed a new one. We decided to buy a Spencer Roll-arm 93” and 24” and we love it. The new furniture gives the house a new look to our great room. Our Spencer Sofa is impressive. We choose our fabric and color including customize the cushions with the help of Ellen Kilroy- the Designer and associate. Ethan Allen did a beautiful custom finish on our sofa. I love the firmness of the cushions, size and number of all the sofa cushions. They are a high end furniture company and the value is absolutely there. Do not be afraid to buy the best, you will not be disappointed !Thanks again Ellen Kilroy!
Nina Rapeephan
Defective Furniture
Purchased a very expensive dining room table a year ago and started noticing shiny marks appearing. In trying to rub them off with a damp sponge, finish came off. Ethan Allen relays it to "consumer error." The table is barely used and I had followed the Care Instructions on their website. When I made them aware of this, they also blamed my very expensive custom-made table pads. However, the long marks all over the table are a combination of straight-edged, jagged-edged, and some have tight loops. The thickness of the lines is thinner than the thickness of the pads that plus the patterns don't make sense the pads would be causing that added problem. As a 'courtesy,' they sent out their furniture guy who said to use Old English Lemon Oil, which Ethan Allen's explicitly told me not to do that. He was sent out again this time to spray the table with an alcohol-based solution and nothing changed when he wiped it off. Again he recommended using the lemon oil. Have been in contact with 3 furniture restorers; one said the finish failed but shouldn't have, another said he doesn't know why the finish failed, and the third said he didn't think it was the finish at all but that the stain wasn't fully dry when the finish was applied. In looking at the table pads, he said they were really high quality and wouldn't have caused the problems I'm having. He also told me the quality isn't the same as his mother's furniture that she's had for decades and instead is one step above Haverty's. Either way I'm stuck either purchasing a replacement table or paying to have someone refinish this table the right way for anywhere from $1,000-$2300. Didn't purchase their extended warranty plan because I've never had to do that with any furniture I've ever owned and with Ethan Allen, I didn't think I would have needed it. If you decide to pluck down money based on their reputation, better spend the extra hundreds for the extended warranty and hope that any issues that arise aren't brushed off as "consumer error."
Nancy
Ethan Allen does not honor their…
Ethan Allen does not honor their extremely limited warranty policy. I purchased 2 very expensive leather chairs for my living room about two years ago. The leather on the sides and back of the chairs faded so badly that I have to now either purchase new chairs or have them reupholstered. I took one of the chairs to a European craftsman upholsterer and he told me the leather used was a highly sensitive to fading as well as absorbing dirt and I should have never purchased them. I am entirely sick about this because the two chairs cost over $5000 and of course Ethan Allen does not care. They entirely care only about the sale and making more money by selling furniture that does not hold up at all. It's really sickening and the company can't be trusted at all.
Pamela Kreis
Lack of product availability, delivery honesty and transparency, and they play delay, tactic games. 
The, Ethan and Allen location in Shenandoah Texas needs to be revamped in their personnel. The sales person we dealt with was knowledgeable, kind, calm, but had absolutely no authority beyond writing up a ticket. Martin, the sales person told us it would be 4 to 6 weeks. It was over 90 days For products to be completely delivered. We were told if we purchased something and didn’t like it we could return it, but when I would try to cancel one item, which was less than 10% of the total order the manager, who was incredibly unprofessional, refused to allow me to cancel the order, even though They were outside of the oral agreement for delivery. In today’s competitive environment, there are other online retailers like Wayfair and others who can deliver in very short order with similar if not better quality and variety.After 20 years of buying furniture from this location, this family will no longer be purchasing anything from Ethan Allen’s locations. The corporate approach seems like they’re struggling to keep their doors open with this level of customer service. I don’t think we were being unreasonable. We just wanted to cancel one of the pieces which had not been delivered for over 90 days. This company just cost them a lifetime customer for furniture that cost less than $1000 on over a $12,000 order. If it’s going to take longer than 4 to 6 weeks as promised by the sales person and the manager over the phone, they shouldn’t be dismissive or redirect or play delayed tactic games so the order won’t be canceled.
B Fisher
Customer Service Fail
Have spent the last 9 months trying to get Ethan Allen to replace 6 dining room chairs ($800 per chair) which were delivered with the wrong color finish. Their only offer was to refinish them. After refinishing them they are still brown, not grey and refinish job is substandard (original color showing through in many places). Our entire furniture order exceeded $50,000.00. This is not the company your parents and grandparents used!!!
Donna Koester
25-year consumer treated poorly
I’ve been a 25-year consumer of Ethan Allen furniture. Since Covid, I’ve 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, and—to my surprise—the 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 that’s already 20% off; so, in actuality I’m 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 don’t know what you want.” We honored our price for the dresser and we’re 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 don’t know what you want,” she said. What I want is for you to understand that your mistake has consequences which damaged my trust. She didn’t 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 can’t give out numbers, but I’ll 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?
Frank Phillips
Great service by Alicia Cline
I have had ongoing issues with my kitchen table top. The paint began chipping within a year of purchase. I initially had unacceptable responses regarding the warranty and fixing the issue. Today, Alisha Kline from Maiden, NC called to tell me that they would be replacing the tabletop at no charge. This is the type of customer service I expect from a furniture company like Ethan Allen. A big kudos to Alisha Cline. Judy Brown
Judy Brown
Poor Quality and customer service after 16 months…
The furniture only lasted 16 months before it started turning colors. I purchased 2 over priced sofas and after 16 months the leather started fading. They refused toReplace the cushions. Now I’m out of $16000. Don’t shop here. They do not care about their customers!
Clarissa Giddings
Poor quality, do not stand behind their own products
I needed a new dining room table and wanted a quality piece that I could have for a long while. I have inherited a few EA pieces of the years and they were great. I chose the Livingston Dining Table which I knew would take a while since it's made to order. A couple of months later, the table was delivered seamlessly.I noticed the next day that the tabletop's veneer had some lighter spots. It was noticeable, but not too bad and I just thought I was being particular. About a week later I noticed what looked like scratches on the surface. We hadn't used the table yet, so it didn't make sense. Upon closer inspection it was clear that these weren't scratches; the veneer was cracking from the underside.I contacted EA and they got back to me right away and asked for photos which I sent along. They told me that they would likely send someone out to look at it or just replace the top.Then they told me that it looked like water damage. Ok, but we haven't had a flood, or ceiling leak, nor placed anything with moisture or heat even on the table. In fact, we weren't using the table because the veneer's cracks were spreading. The wood had a clear break in it along the side and was likely causing the crack. We reached out again and they just ghosted us.Never again. And, I have a friend who swears by EA and that's who his interior designer uses. Or used to. I told him what happened and showed him the damage, and said they just left us out to dry, $3k poorer, and with a table that is going to just pop the veneer in a matter of months.They don't stand behind their products.
Deborah
Disappointed
I had a delivery done about a couple weeks ago and the same delivery team came to my house a few months ago as well. The driver stunk really bad of marijuana. The first time he came to my house my wife was there, this time I was there and witnessed it myself. I didn’t get his name and his truck had no logos on it but I did manage to get his plates. It was AZ8779. I will also be filing this with the police.
Keith
sofa bed broken for three times uses.
We paid for 4600 dollars for sofa bed. But it is broken for only three times uses. They don’t have any warranty. They said replace the inner mattress is 300 dollars. But it doesn’t come with warranty. The quality is poor.
Erica
Dont count on getting the same leather you picked out.
I went into Ethan Allen early this year. Probably February 2023.I went there because I thought they were one of the best companies to get quality furniture. I was looking for a genuine leather sectional. I picked out a somewhat rustic looking beautiful leather, with graining and an aged look to blend with my old Florida style design. I have done design work for at least 40 years. I know what I want and how to achieve the look. The sectional came in a couple of weeks ago, and when it was unwrapped, it was a total different leather than what I picked out. I paid over $10000.00 for this one piece of furniture. Not what I have ever paid for a sofa. My husband was not with me when I ordered it and picked out the leather. I knew he would like it though, since it had a distressed look. It was definitely not to be a smooth piece of leather. The leather that came on the sectional is all the same, as though they took a stamp to it. Looks like printed leather. We took a cushion to the store in Citrus Park Florida and put the sample next to it. Totally different look and especially feel. Beautiful sample, but not what came in. The store manager came out. First I will say that I responded to a Goggle survey and when that got reported to Ethan Allen, they sent me a survey. Wjhen I gave them a "F" on everything, the store manager called me and said she wanted to make me happy. They were going to send the sales person I dealt with out to my house. I went to the store instead with my husband, taking a cushion with me. She and the store manager kep trying to tell me that the sample was not stretched and that's why it looks different. I just didn't buy that. It was just not the same leather that the factory used. The factory is the problem here, but the manager should have just acknowledged that they made a mistake and ordered the company to pick up the sofa and remake it. But no, her policy was to abruptly tell me that I was basically stuck with it. The sales person I ordered through tried to tell my husband and I for about two hours that it was because the sample is not stretched versus the sofa is. There is no way stretching leather is going to change the look and feel of it. The store manager threw her under the bus and never came back to reach any amicable decision for us. After reading the reviews about Ethan Allen, I don't know how they stay in business. Warn your friends and family in the future.
Kate Calhoun
Great experience with Syracuse Ethan Allen consultant
We recently purchased a sofa and ottoman from Ethan Allen in Syracuse, NY. It was a wonderful experience! Our salesperson Caroline was professional, knowledgeable, and very focused on our personal taste and style. She went above and beyond to discuss options and never pressured us at all! She even came to our home on delivery day to ensure all went well. The delivery men were meticulous and considerate. They took extra time in bringing in the furniture to ensure knowing would scrape any doorways. Everything was wrapped in plastic which they removed and took with them. Very positive experience from beginning to end. Will be back soon to look at recliners.
Robert DeLong Jr.
It's been almost eleven months and still no chairs!
I ordered two chairs in January 2022. I was made aware that the delivery time was going to be five to six months because of supply shortages. I was fine with that. However, now I am told my chairs will not be ready to be delivered until December. I have called twice and asked for upper management to call me to see if my order could be expedited as I am having company for Thanksgiving and would like to have some chairs to sit on but no one has called me back. My parents always had Ethan Allen and I used several pieces of furniture that were handed down to me and so I have ordered a dining room set and several sofas over the years but this will be my last order! Not happy with customer service!
susette
Incredible positive experience with Michael Francis
I purchased a sofa and love seat from Michael Francis at the Ethan Allen Hilltop location. I had very little experience with furniture shopping. Michael was always patient and helpful. I had a difficult time deciding what I wanted and changed my mind three times. Michael was very knowledgeable about all the furniture and styles and he made my final decision an easy one. He even went the extra mile by coming to my house with two different types of leather since I was torn between two different colors. He was also helpful with assisting me in picking colors for the pillows. He made a stressful situation fun. I felt very comfortable with my final decision. When I got the furniture, I was so excited to see it in person. The leather is very soft and durable. I have gotten so many compliments on my furniture from family and friends. I am beyond pleased with Ethen Allen as a company and highly recommend Michael Francis as a designer. If I ever have to buy furniture again, I will purchase it from Ethan Allen with Michael as the designer. Thanks again Michael!
Tara Vann
Disappointing Experience
I ordered chairs August 28 and received an estimated delivery date end of December/ mid January. It's February and the delivery date has moved to May. That's 9 months. The delay, since December, is the fabric but the fabric can't be changed because the chairs are 'in queue'. The order can't be cancelled; there will be no refund. Ethan Allen's customer service is not helpful but they are pretty sure of themselves. They tell me that I have to be patient because, and I quote, 'you signed a contract'.
JR
I purchased $15,000 in bedroom…
I purchased $15,000 in bedroom furnishings in January 2021. I was advised that lead times were longer than usual and was prepared to receive my items around April or May 2021. Each time I would go online to check my order status, the estimated delivery of my furniture kept being moved to a later date. The dresser that was supposed to be delivered in April was just delivered last week (I have been living out of rubbermaid totes for 7 months). Now I see that my bed, which was supposed to arrive in May, will not be delivered until the end of October or possibly later. Nevertheless, Ethan Allen continues to represent on its website that the delivery time is 6 months (which is still much longer than I was initially advised). I was deciding between the Beldon bed and a similar bed made by Vanguard. I would have purchased the Vanguard bed instead if I had known the delivery would have been this long. I am incredibly frustrated by this experience.
Kate Sullivan
NO THANKS HEALTHCARE HEROES
I purchased a living room set (couch, recliner, entertainment center) in 2017 from your Jacksonville office. I had some damage occur in December 2020 and January 2021. I submitted a claim in February and was denied because it was out of the reporting window. However, it took me TWO weeks to get a hold of someone in order to file said claim, after I was provided the number by one of the Ethan Allen associates and my order #4959705759. After noting the delay, I was later told by your customer service representative and Guardsman that the delay in reporting was my fault and it could have be done online. Guardsman then took 3 weeks to get back to me. If it is critical that reporting be done in a specific time frame, then why is a delay getting back to me acceptable? Specifically, I am having issue with the quality of your products and the guardsman furniture protection you sold. The finish has worn off on the top of the entertainment center and the couch stains/discolors easily. I have filed a complaint with the BBB for guardsman furniture protection you sold me. Not only did they take multiple attempts to respond to the complain and 30 days, they don’t answer the phone, return messages, and you stay on hold for hours. They report these issues and delays to COVID, but I am not afforded the same rights. Refusing coverage during the pandemic to an essential healthcare worker because it is out of the time frame is despicable. I didn’t report it in the appropriate time frame due to working at Cedars Sinai, a 1000 bed trauma center in downtown Los Angeles, during the peak and also didn’t feel comfortable having someone in my home until vaccinated which resulted in delay of reporting. My protection plan provided by Ethan Allen does not have this disclaimer. I emailed Ethan Allen customer service who said they would forward my request for help to the regional team, which I never heard back from. After having to reach out twice, the same customer service representative who initially disregarded my email from the local store called me to inform me that she spoke to Guardsman on my behalf and there was nothing more she or Guardsman can do for me. Not everything is black and white, this is a very fluid situation. Like travel carriers have adjusted their policies to account for things outside of control due to pandemic, exceptions can be made for certain circumstances. NO THANKS HERE TO HEALTHCARE HEROES.
Andrea Dunlop
Retail Management at its worst
I understand reviews are subjective based on experience. With that said, when you pay retail personnel 100% commission for "design" services, and it's the end of the month...... Let's just say, you might not get the best experience.Fast forward, when you raise your concerns to corporate, which then trickle back down to the retail level you get an instance where feelings are hurt, and the service becomes non-existent, to zero fairly quickly.Advice-If moving to the Charleston area (1st or 2nd + home) there's plenty of other options than Ethan Allen. Do yourself a favor and explore them.
John
