ETHAN ALLEN GALLERIES INC

I purchased a chair and ottoman from Ethan Allen's Victor store. (All of the staff who assisted me on my 2 visits to the store were very helpful and professional.) The chair and ottoman arrived (a week before the estimated delivery date). There was a problem with the chair cushion. The down covering bunched under the upholstery, making unsightly wrinkles. Also the ivory fabric seemed thinner than the sample I had and dark shadows appeared through the cushion fabric. I called the store to report the problem before the delivery men left. I was told that Jared, the consumer manager, would call me back... and he promptly did. He asked me to fill out EA's online form with photos, which I did. Within a day, Tom, the upholsterer called me back to make and appointment to assess the problem. Tom was prompt and courteous and after reviewing the problem suggested that the inner cushion could be replaced. Later, when Jared called about the proposed solution, he let me know that a new cushion would not have springs. That was a problem. I had upgraded the cushion selection to get one with springs. I asked if he would have another conversation with Tom to see if they could come up with another solution. He did. (!!!... which I consider to be a step beyond the usual and really noteworthy.) When he called back, Jared said Tom could remove the down cover, which seemed to be the source of the bunching, and replace it with another type of cover. I agreed. When Tom returned, he said he'd been thinking about the problem and offered another solution: that he tighten or "take tucks" in the existing down covering to smooth it out. I agreed. He worked quickly and I was happy with the result. (I was not charged for any of the visits or repairs.) I am particularly impressed that Jared and Tom took the extra time and care to work out a second solution that really addressed my concerns. I think their extra effort was unusual... and really great! All in all, it was a very good experience. I look forward to working with the people at Ethan Allen on future purchases.

As you can see it did not go well. It appears to me that there is a new standard in merchandise; and cost does not insure that the customer will receive quality for cost. I finally just gave up on trying to get what I had paid for.