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Ethan Allen Customer Service Phone, Email, Contacts

Ethan Allen
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2.5 90 Reviews

Ethan Allen Complaints Summary

33 Resolved
56 Unresolved
Our verdict: Engaging with Ethan Allen, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Ethan Allen reviews & complaints 90

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10:41 pm EST
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Ethan Allen Guardsman protection plan

I submitted a claim last month for a repair of a scratch on a dresser. The technician arrived today and told me ‘’I can’t do much with this dresser it’s a laminated top’ then proceeded to repair it with a wax furniture marker, the kind you can buy on Amazon for $10. For 15 years I’ve purchased Guardsmen Protection Plans at the encouragement of my designers with the promise that any needed repairs would be professionally completed. I’m astonished that Ethan Allen sells protection plans that uses wax crayons to repair furniture. Have other consumers had similar experiences? I’m hoping that this was just an incompetent technician and it will be remedied.

Susan Myers

Claimed loss: Marquis Dresser top

Desired outcome: Professional repair

Confidential Information Hidden: This section contains confidential information visible to verified Ethan Allen representatives only. If you are affiliated with Ethan Allen, please claim your business to access these details.

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4:10 pm EDT
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Ethan Allen Terrible furniture - horrible business sense.

I bought several thousand dollars worth of furniture from Ethan Allen. Upon delivery I immediately said there was an issue, the leather couch and area carpet did not look like what I had ordered in the show room. Long story short, I've complained to anyone who would listen at Ethan Allen from the very beginning that this is the wrong furniture and it is uncomfortable as well. The manager informed me that "Ethan Allen has no interest in customer satisfaction". Not a great way to conduct business.

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Update by dmski

My husband and I purchased a new leather couch, two swivel chairs and an area carpet for our living room on 2/13/2021 (order # 226586). Upon delivery on 5/14/2021, my first concerns were that the couch didn't look like the one we tried on the showroom floor and the area carpet also did not look like the one we picked out. I contacted our design rep at the Somerville, NJ location, immediately. Christopher looked up our order and the stock #'s and said the correct ones were delivered. I honestly did not remember either item looking the way the ones that were ordered and delivered looked. I ask him if he may have entered the wrong numbers when he ordered them and he said, no these are the items you selected. After having the couch for a few weeks, I called the store again and complained that the couch is not comfortable at all (again, leading me to believe that its the wrong couch!) and the store manager entered a request for a technician to come to my house to look at it. The first technician wound up canceling the appointment. In the meantime, we were planning a wedding and the issue with my furniture became less important. But then again at the end of the summer I called the store and still not satisfied with the furniture or carpet, requested someone come to take a look. The technician came out 2 days before my daughters wedding, while we were trying to get the house ready for a wedding. He took pictures and told me that he would advise that we be able to exchange the couch and carpet. I thought this would be an excellent solution! However when the store called me after they received his report, they said there was nothing wrong with our couch. I told the manager what the technician told me, that he would recommend an exchange. She practically laughed in my face and said, "We don't do exchanges. Besides, you've had the furniture for months now." I was shocked at her attitude. I asked about customer satisfaction guarantee and she said "We do not have a guarantee."

So this brings me to guest relations. I hate this couch. It is the primary piece in our living room, which we use as a "family room or tv room" every day. I will not sit on it, it hurts my back and my neck. It's beautiful but uncomfortable. The area carpet that was sold me to is not designed for high traffic or pets. The design rep came to my house, he saw where it would be used and he saw that we have a dog. The carpet is too light in color and with all the traffic gets dirty fast and we've had to already steam clean it several times. It also has many pulls in from our dogs nails. I've recently rolled it up (a $1,642.50 area carpet) and put it in my shed and ordered an $800 from Rugs Direct that I like better and that fits the color scheme in my home.

I am so disappointed with Ethan Allen. I would not recommend to anyone and when people ask me if we like our furniture from there we both flat out answer "no". And what's with not having a customer satisfaction guarantee? Awful business strategy.

*This is just one of 4 emails to Ethan Allen. Later I contacted Ethan Allen Client Services via email, NO ONE GOT BACK TO ME. I emailed them 3 times, NOT ONE REPLY.*

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10:18 pm EDT

Ethan Allen Delivery

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.

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Is Ethan Allen legit?

Our verdict: Complaints Board's thorough examination reveals Ethan Allen as a legitimate entity with notable strengths. Despite a 37% resolution rate on customer complaints, which invites a closer look, Ethan Allen stands out for its commitment to quality and security. Clients considering Ethan Allen should delve into its customer service record to gauge compatibility with their expectations.

Ethan Allen earns 96% level of Trustworthiness

Perfect Trust Endorsement: Ethan Allen achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Ethan Allen. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Ethan Allen has registered the domain name for ethanallen.com for more than one year, which may indicate stability and longevity.

Ethanallen.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Ethanallen.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Ethanallen.com you are considering visiting, which is associated with Ethan Allen, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Ethan Allen website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

Ethanallen.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Ethan Allen's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 37% of 1 complaints were resolved.
  • Ethan Allen protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Ethan Allen. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
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10:17 am EST

Ethan Allen sofa

Hello,

I'm hoping that you can help me. On December 18, 2018 I wanted to buy a good sofa before retirement of 5/31/19. I made the purchase at Ethan Allen at 475 Route 46 west, Wayne, NJ. I received the sofa on or about April 2019.

Just last year i noticed that the Head Nails of the sofa were tarnished. I called Ethan Allen and they referred me to Service Department. I finally got in touch with them and I was told that I would have to pay for the replacement of the Head Nails which I was given an approximate repair cost of $300.00 and it could be more.

I personally feel that while nothing else may be warrantied being 3 and half years old, the head nails should not be something to go bad. It is really tarnished to the point that when removed the material of sofa may be damaged around the edge of head nails.

I am hoping that you can help me with this situation.

Hoping to hear from you soon, I remain sincerely yours, Maria Morales([protected]@aol.com) [protected]. Thank you.

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8:48 pm EST

Ethan Allen 2 faded leather recliners

In February 2022 we received two leather recliners. The leather felt stiff and not very good quality compared to our 20 year old Ethan Allen couch, that's still in beautiful condition. Within 4-5 months of arrival, the chairs started showing signs of fading on the arms. Now, 10 months since receiving them, it's really noticeable. We have taken care to maintain the leather as directed but it appears to be very poor quality. We paid almost $6,000 for these two chairs. We expect exceptional quality and customer service for that price point. We want the chairs replaced, recovered, or give is a 50% refund because that's about all these chairs are worth.

Desired outcome: We want both chairs replaced with brand new ones, or recover both chairs with new leather, or send us a refund of 50% of our purchase price.

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12:03 pm EDT
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Ethan Allen Delivery Process

On 07-21-2022 we purchased a "Beacon Console Table" from the store in Rancho Mirage, CA [protected]-9599). We were told we would be getting the "White Glove Service".

The delivery service called approximately 08-08-2022 and said they would be delivering 08-20-2022. They said they would call us 08-18-2022 to give us a delivery window time frame. We spoke to no one on 08-18-2022.

On 08-20-2022 we called the delivery service and was told the "automated" service called us on 08-18-2022. We were told because no one answered the phone, the automated service could not leave a message?

Bottom line, because customers can't always answer their phone Ethan Allen needs a system where delivery time frames can be communicated to the customer.

Thanks,

Wayne & Kathleen Chandler

Desired outcome: Change in delivery service protocol.

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7:49 am EDT
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Ethan Allen Credit card abuse

I ordered furniture in May and I was told I had to put one-third down on my credit card which I agreed to. I received my statement and they charged as much as they could on my limit. I contacted my designer and she said she would look into it for me. Tim Ellis from the Greenville SC called me to explain why they did this. He said that since I did the 0 percent interest for 3 years he had to do this. He also felt that I did not have enough on my credit limit to charge the whole amount so he used what I had. He also stated that if he did not do that then the warehouse would charge me storage fees for the items that they have received until I take delivery. Some of the items are in and I specifically told my sales person that I did not want piece orders, I wanted everything delivered at one time. Some pieces would not arrive until August, September and one piece sometime in December.

He was rude and told me that if I missed a payment by a penny they would charge me interest because of an error. I am not an ignorant person. I understand financing. This is a $24,000 order, they were to charge approximately $8,000. I mentioned to him that he was only to charge me 30% which I misspoke so he made sure he corrected me and let me know it was 33.33% 1/3 of the invoice. He then proceeded to tell me that he has a lot of clients that just pay the whole thing when they place the order and they don't mind doing that, and also other people don't mind and they do this and they do that. Then he proceeded to say is it in your contract that you only had to put 1/3 down, I did not know but I do have an email from the sales person Casandra Potts. This is abuse of his authority to do such a thing and treat me like a stupid person and that I should accept this from him and he can do what he wants. He finally did credit my account for half of it, but I should not have been treated and spoked to by this person. I am an educated person and don't feel that this is acceptable for a company like Ethan Allen. I have done many purchases with Ethan Allen and have never run into this.

Desired outcome: I don't want the merchandise, I don't feel that I should have to abide by my contract when they are doing this kind of things to people. This has put a bad taste in my mouth for your company.

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5:53 pm EDT

Ethan Allen Item not received purchased 7 months ago!

I ordered dining table and 6 matching chairs on 11-06-2021.

Delivery date was February 2022. I finally received the dining table (April), but still waiting for dining chairs (as of 06-14-2022)! In other words, i have a table which i can not use for 2 months!

I exchanged several emails with supervisor in Pasadena California, and every time is a different problem, and COVID is mentioned as first sentence in every single email.

I did get a discount, which was great, assuming that I got a discount on something which does not exist. I was even offered new chairs on clearance which might not match to my dining table, they even did not try to match them and i have that in writing - which is insulting, assuming that table and chairs were VERY expensive.

I am asking what would be the the date they considered order abandoned, and the answer is NEVER :) Does it mean that you have unlimited months and years to deliver the item? The discount is nice but does not resolve my problem. On top of that, I got a store loan and I am paying it since November!

Thanks

Ketevan Gendzekhadze

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8:29 pm EDT

Ethan Allen Couch with Chaise

Waited over 5 months for this replacement couch with chaise which is custom made and this one is worse than the first. This chaise squeaks when someone sits on it and is uneven to the height of the couch, The bottom cushion is made uneven. So don't ever shop nor buy from ETHAN ALLEN. POOR CUSTOMER SERVICE AND THE REGIONAL MANAGER HAD THE NERVE TO SAY THIS ONE WAS INSPECTED AND SEES NOTHING WRONG WITH THIS ONE.

Desired outcome: I would want a replacement but they just can't seem to make quality products, even when you pay more for custom made.

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9:56 am EDT

Ethan Allen Replacement table base delivered damaged

I purchased a table from Ethan Allen in Montgomeryville PA in March 2021, with the delivery in Sept. 2021- Delivered damaged, the base of the table had multiple gouges, scratches and dents in the table base. They tried to hide the damage with wax and stain. I brought it to their attention and they said they would replace the base. Took nine months for the replacement. Still don't have the base we ordered (new and undamaged)

Desired outcome: New undamaged table base or full refund

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2:44 pm EDT
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Ethan Allen Night side tables, finish defect

I turned in a complaint to the Ethan Allen store on Oracle Road in Tucson in mid April. After being totally ignored the first time over a year ago, I went back with photos and saw the Store Manager who was helpful. The product has a 5 year warranty! I sent in photos including of the bar code stickers for identification. She submitted those to the Phoenix Service Center who merely said "we won't cover this." No one came out and looked. No one said "here is what to do." No one recommended a furniture refinisher. Basically nothing but stone walling. The Tucson store has the photos. More are shown below.

I have furniture that has been around the world for 35 years and the finish is in much better shape than the products I bought from Ethan Allen with whom I spent about $20,000! This particular issue is, I believe, latent finish defect. I expect a response that gives me a way forward. Not a stonewalling "We won't cover it." This came apparently from Phoenix Service Center but had to be reported to me by the store.

I am not happy with Ethan Allen! I will not buy from them again; they don't stand by their product. They don't provide a service; merely a sales outlet!

Desired outcome: Repair finish on night side tables

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8:57 am EST
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Ethan Allen Bad quality sofa / terrible customer service

I'm writing this letter to you asking for your help as the local Store where I made the purchase does not care the customer!

I've ordered 91" Anderson Sofa order # 372B918592 from the local store. Sofa Arrived 12/20/22 with many crises on the cushions. I contacted the store, send them the picks they agreed that it needed more inserts that they would take care of it.

After many phone calls with Debbie/Customer service she had said that she could't convince the production that they can't do any thing about it! I sent an other e mail stating my disappointment with the company she called and said She had a talk with the store manager that they would be able to take care of it. It had been 1 month since the last phone call. I called again left them mesaages and sent an e mail, they don't return my calls/emails.

I paid $3,690 for that sofa trusting a certain quality standart from Ethan Allan ! I'm extremely frustrated with my experience. !

I bought two more sofas from Macys's furniture store couldn't be happier with the product and the service. I regret buying from Ethan Allen store.

Desired outcome: Repair

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12:20 pm EST
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Ethan Allen Sofa bed is wrong shade of leather

My husband and I ordered a very expensive custom made sofa bed from Ethan Allan in Atlanta for our guest room on October 2 2021. It was on my credit card and delivered on December 1, but wasn't the color leather we had chosen but a much darker shade. I wanted a caramel color brown and it was a much darker espresso shade.
The saleswoman came out to the house when we complained and brought the swatch which she claimed we had chosen. I wasn't home and my husband said her explanation was that the showroom was much brighter than the lighting in our room. Even with all the lights on in the room it is still not the shade I ordered. If the leather swatches look lighter in the showroom we should have been told that and would have chosen a lighter color. I am very disappointed and cannot recommend this company.
Victoria Crosby

Desired outcome: I would like a reduction of price, or a new sofa bed in a lighter color.

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3:48 pm EDT
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Ethan Allen Bed and Dining Table

Lies, lies and more lies. I ordered a bed January 31st, I have been told on 5 occasions that it will be delayed again again and again. We have delayed vacations and rearranged our schedules numerous times to accommodate delivery dates that never happen. Ethan Allen knew when I ordered this furniture that they could not deliver, instead of 4 months it has been over 9 months if I ever get it. It's the lies that anger me. No one would buy their furniture if they told the truth and said they did not know when it would be delivered so they lie, over and over.

The quality has also suffered. I also bought a dining table that was supposed to have a beautiful sunburst pattern in the wood. It was stained so dark that you cannot see it. I have been given the run around on that as well. I sent pictures, which should have been enough, but was told that the man who came out to repair other damage to the table needed to submit his report.

It has been a nightmare dealing with Ethan Allen, what should have been a happy experience has turned into the worst customer service experience I have ever experienced.

To add insult to injury I have bee inundated with catalogs and email to buy more of their furniture. My response is FILL YOUR EXISTING ORDERS BEFORE YOU TRY TO SELL MORE FURNITURE THAT YOU CANNOT DELIVER!

Their CEO is also a joke, he gives interviews saying he hopes they can improve on their 4 month delivery times. LIAR, its been 8 months for me!

Rebecca Martin

Desired outcome: Bring me the floor model until you can make my bed, order a new dining table and stop lying to me!

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2:31 pm EDT

Ethan Allen coffee table

ORDERED TABLE 8/22/21. Worked with a designer in New York, Alicia Kim. Contact number is [protected].

Table arrived with major indents in middle of table. When I viewed product on-line these markings were not evident.

Contacted my designer and was provided with a number and email address for '[protected]@ETHANALLEN.COM. Contacted office on Friday a day after delivery and they wanted me to send pictures which I did. Waited patiently until today. They now claim the table had no defects and an email was sent to me with details which I never received. Here are the details:
ORDER #: 142B890637 DYNASTY TABLE $2481.13

ORDER #: 142B890637 DYNASTY TABLE $2481.13

Desired outcome: refund

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12:37 pm EDT

Ethan Allen Poorly made custom ordered recliner

We have ordered two custom pieces. The first was a sofa which was made to our specifications. The second was a recliner that had an over stuffed back cushion and an over stuffed seat cushion. I

The recliner is extremely uncomfortable to sit in and relax. It actually hurts my husband's back and neck.

We have contacted the store where the recliner was purchased and we were reminded that custom furniture is not returnable. The salesman suggested that we use the chair for several weeks to break it in. Unfortunately, since sitting in the chair is so uncomfortable, this is not an option.

We have asked that a representative come to our home to examine the chair to view the construction. I have had an upholsterer look at it and her opinion is that it is overstuffed; both the back and the seat cushions. It was obvious to her.

I would attach photo's, but I am not tech savvy enough to include them with this.

I was told the Complaint or Customer Service Department is backlogged so it may take a while.

We paid $2, 852.97 for a recliner that we cannot use.

Desired outcome: We would like Ethan Allen to redo the back and seat cushion to make it as comfortable as the chair we sat in in your show room. We cannot use the chair as it is constructed.

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12:51 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Ethan Allen has left an official reply on this complaint.

Ethan Allen Not notified of order's arrival for shipment

Date Ordered: May 31, 2021
Order # [protected]

Payment Total
Subtotal $295.20
Premier Home Delivery $59.00
Sales Tax $31.44
Order Total: $385.64

Shipping Status
Has not Shipped
Kendrick Cube Ottoman
$360.00 $295.20
Item G01000_1G2488
Nicolette Indigo (G2488), whimsical cotton print
Custom made, ships Premier In-home Delivery. You will be contacted within 6 to 8 weeks to schedule a delivery date for this item.
Order cannot be cancelled or changed after 72 hours of placement, and item cannot be returned.

WHERE IS IT? You don't answer email inquiries nor do you pick up your 888 inquiries and messages. Strangely, I have the same problem contacting you directly using the corporate number [protected].

Desired outcome: fill my order or refund

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Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

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8:58 pm EDT

Ethan Allen Warranty/customer service

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 #[protected]. 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.

Desired outcome: Repair or refund warranty

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5:31 pm EST
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Ethan Allen Eight week additional delay and misinformation on status

Our sofa was originally due the week after Thanksgiving. Since then we have been repeatedly told almost weekly that it would be received in the local distribution center the following week. Each time we get a different explanation for the delay and a new deadline. We are now told the earliest is feb 1. We have spoken to a sales person and now a manager and there seems no interest in being proactive in getting this addressed.

Desired outcome: Expedited delivery

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11:15 am EST

Ethan Allen No one picking up customer service line.

I have been on the phone waiting for one hour and no one picks up. Need to cancel an order stat. Accidently ordered wrong rug size. Online order number is [protected]. They simply will not pick up the customer service line. [protected]

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