ETHAN ALLEN

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I had hoped to replace the filthy carpet on my stairs that also had carpet beetles.
I contacted them regularly over a 5 month period to make certain they had not forgotten.
The installers spread the new carpet out on the filthy driveway then rolled it up, thus putting the filth on the top of the carpet as well as the back.
Then they installed the filthy carpet in my stairs.
I am waiting to see what kind of driveway-insects crawl out of the carpet.
compliment: The gentlemen who installed it were highly-skilled, polite, competent, and helpful.
compliment: They also installed bathroom flooring and did a better job compared to other installers who placed similar flooring in our other baths.
The installers should have placed a $2 plastic drop cloth under the $2000 carpet before spreading it out on the driveway. I waited 5 months and paid about 2K but I still have filthy carpet.

I bought my table pads from them and they were fine. My experience with them has been great and they were really good, but their prices are heavy. I rate them highly and I would use them again in the future if needed.

They delivered the furniture and the salesman followed up with me.

Overall our experience with Ethan Allen has been one of the worst, we have ever had with a company. We expected Ethan Allen to offer great service and a quality product. We didn't receive either one. We learned too late that other people, have experienced many of the same issues. Unfortunately, they never took the time necessary to file a complaint. Hopefully sharing this ordeal might prevent others from trusting the company name, Ethan Allen. We are looking forward to having our issues resolved. After our unsuccessful attempts in trying to resolve our issues with the store we finally had to enlist the support of a third party. Our credit card company an the Better Business Bureau have been contacted.
Problem #1
The designer told us they hired only the most experienced subcontractors. We purchased a stairway runner and had it installed by one of their subcontractors. The carpet cost $4,559.72. The designer failed to measure correctly so the installer didn't have enough carpet to cover all of the stairway surfaces. We recently learned from another carpet company, that Ethan Allen should have known and informed us, that the wrong pad was being used for wool carpeting. If we hadn't experienced a problem with the install we wouldn't have known about the padding issue. The carpet came in four sections, so cutting the carpet was unnecessary. Beginning with the first section, the installer cut the serged edge off and turned the carpet under on the landing and then proceeded to install the carpet running the pattern in the wrong direction.They didn't cover the front side of the first step. The second piece of carpet was cut and turned in the opposite direction,of the rest of the runner. You can see rough cut edges, frayed serging and exposed staples in numerous areas. On the third section of carpeting, the serged edge on the landing was once again cut off and the backside of the first step was cut and stapled on. The fourth section of the carpet didn't cover two areas of the stairway and was installed crooked so one side had more exposed wood than the other.
Problem #2
The designer misrepresented an area rug that we purchased. We thought we were purchasing a wool rug. The stores invoice only listed the name of the rug, size and dollar amount. We paid $1,824.46 for a 9' x 12' piece of serged carpet. While having another company to our home to advise us on the stairway runner, we had them look at the area rug. They informed us the rug wasn't 100% wool. They found the affixed label on the back side and it the fiber content showed it to be a wool/nylon blend.The serging has been glued in several areas and the rug doesn't lay flat. The delivery people cut the pad too short in some areas. The pad is of poor quality and it cost $152.75.

Problem #3
We had a $1.270.46 slipcover made for a chaise. The fabric was misrepresented as rated for heavy use. The fabric on the chair didn't look like the fabric sample so first phoned their subcontractor and was told she followed the designers instructions on how to run the fabric. I then contacted the designer. I took pictures of the slipcover that clearly showed a mistake had been made. The designer fabricated conversations that we never had so we decided at that point to only deal with the store manager, Carolyn Mann. We received more of the same. I had requested numerous times for the store manager, the designer, and the subcontractor to come to our home to look at the slipcover. I thought they needed to figure out what happened and how best to correct the problem. They declined my offer. Finally, Carolyn Mann insisted that they remake the slipcover. Only his time, she expected me to tell them how to make it and sign off on the instructions. During this 3 to 4 week time period we used the chaise and the fabric is already showing wear. I decided to do some research on the fabric. I went on Ethan Allen's website, found the fabric and discovered it was rated for moderate use, not heavy as previously told. I also called several other design centers to ask about the fabric. I was told the fabric was for moderate use and with it being an open weave it wouldn't be a good selection for a heavily used chair. The store manager told me she personally checked to see if the fabric was graded for heavy use. If they are going to offer making slipcovers as a service, then they should have the knowledge to instruct their subcontractor. I certainly didn't want nor should I have been expected to get in the middle between the subcontractor and the store. Beware, because the store will make you pay the subcontractor separately. If the designer hadn't made the error in giving the subcontractor the wrong information, I would have been left to deal with the problem on my own. The designer Tracy Pence, first tried to blame the subcontractor for the error.
During the slipcover issue we realize that dishonesty is a common business practice at Ethan Allen. We decided to only communicate by email or postal service so everything that we said and everything we were being told was well documented. We informed Ms. Mann of our decision.
Problem #4
We received delivery of the last item ordered, on 11/23/2011. Prior to receiving the area rug we sent several emails asking Ms. Mann about the fiber content of the rug. We didn't want another high priced low quality rug. Besides this piece of 9x12' serged carpeting was $2,967.75, so we wanted to make certain we weren't being misled again. We received one email from Ms. Mann
that said, per the vendor the rug is genuine wool. Another email had a picture of a rug label. However, the rug that was delivered doesn't have a fiber content label on the backside. We sent another email to inquire as to why the rug doesn't have a label and we haven't received a reply.

Most of the furniture we ordered arrived in 8 weeks. On the day we were to receive our order we were informed the coffee table wouldn't ship until early December. Ms. Mann said she would exchange our shipment with another customers order since their home was still under construction. We would receive the table in two weeks. I sent another email to find out when to expect delivery since it had been two weeks. Instead of Ms. Mann sending an email as requested, she left a voice message to say, as we had previously been told, the coffee table wouldn't ship until early December. I then sent another email reminding her of what had actually been said during our previous conversation about the table. Two days later we received a call from the scheduling department wanting to deliver our coffee table and the area rug on 11/23/2011. This shows how poorly this company is managed.

Fortunately, I had copies of every email, pictures of the stairway runner, the slipcover, the pad, and the wool blend rug. The emails and pictures clearly show all of the errors made and the lack of customer service in dealing with these issues. I put together a large packet of documents along with a time line and a letter to Mr. Steve Carter, the owner of McVay's Ethan Allen. I copied this information to the Better Business Bureau and my credit card company. To date nothing has been resolved. They have only agreed to return our money for the stairway runner. However, they haven't made any arrangements to have their subcontractor remove it from the stairway.

It is a franchise so they will be found all over the country. I spent about $600. The sales staff was professional and not pushy. They allowed me the time to browse. They made it clear that if I had questions, they would be available to answer them. When I did decided what I was going to purchase, they made the process quick. The delivery took place as promised. I would hire them again.

I was very pleased with the service that Ethan Allen was able to provide. We met with the designer and she was very helpful. She listened to everything that I said and took everything into consideration when she picked out the furniture. I actually did it backwards and ordered the furniture before I fixed up the home and they were willing to hold it at the store for us free of charge. We found a couple of little issues with the furniture and they made sure to fix everything up for us. They were very good to work with.

I love to shop at Ethan Allen. I have used Ethan Allen long before Angie's List posted them. I recommend anyone looking for unique furniture to go to them.

I BUILD CUSTOM FURNITURE SO I AM KNOWLEDGEABLE ABOUT IT'S CONSTRUCTION. ETHAN ALLEN'S FURNITURE IS VERY WELL-MADE, WELL-CONSTRUCTED, AND DESIGNED. THE SALES STAFF AT THIS BRANCH HAS BEEN HELPFUL IN GUIDING US THROUGH THE PROCESS OF PURCHASING ADDITIONAL FURNITURE FOR OUR HOME.

DURING THE REPAIR THEY DAMAGED THE FURNITURE EVEN MORE. I WAS CALLED, BY THEM, TO FIND OUT HOW THE SERVICE WAS. I REPORTED THE PROBLEM AND THEY SAID THAT THEY WOULD CALL BACK, BUT THEY DID NOT.

IT SEEMS THE OWNER DIDN'T LIKE THE LEATHER I PICKED AND DIDN'T WANT TO GUARANTEE IT'S PERFORMANCE. (THE SERVICE REP CLAIMED THEY WEREN'T GOING TO SELL THE LEATHER ANYMORE BUT IT WAS ON THE RACK WHEN I WENT BACK.) WHEN I CONTACTED THE MANUFACTURER TO FIND OUT IF DENYING THE WARRANTY TO CUSTOMERS WHO WANTED THIS LEATHER WAS STANDARD PRACTICE, THEY SAID THE PROBLEM SOUNDED LIKE A WARRANTY ISSUE AND HAD THE STORE RETRIEVE A CUSHION COVER FOR PERFORMANCE TESTING. AFTER SEVERAL MORE WEEKS, THE STORE CONTACTED ME AND SAID THAT EVEN THE LEATHER MANUFACTURER COULDN'T FIGURE OUT WHY THE LEATHER WAS SCRATCHING SO BADLY. THEY WANTED TO JUST REFUND MY MONEY. I'D STILL PREFER TO HAVE THE SOFA I ORDERED IN GOOD CONDITION BUT I'M SO TIRED OF FIGHTING THEM I'VE DECIDED TO ACCEPT THE REFUND. I DOUBT THAT I'LL EVER PURCHASE ANYTHING FROM THIS STORE AGAIN.

SALES PERSON PROVIDED VERY GOOD CONSULTATION SERVICE. MY FURNITURE WAS DELIVERED IN THE STATED TIME. THEY DELIVERED A DAMAGED FLOOR MODEL COFFEE TABLE AND INSISTED IT WAS NOT THEIR FLOOR MODEL, I WAS TOLD LATER IT WAS, BY ONE OF THEIR MANAGERS. THE FLOOR MODEL WAS DAMAGED WHEN IT WAS DELIVERED. LATER, THE FLOOR MODEL WAS TAKEN AWAY, REPAIRED AND RETURNED TO ME. THIS TIME WITH A 2 INCH HOLE DRILLED BETWEEN THE DRAWERS, IN THE DRAWER DIVIDER. I REFUSED DELIVERY. I BALANCED MY ACCOUNT FOR DEPOSITS AND DELIVERY PAYMENTS AND FOUND I HAD OVERPAID APPROXIMATELY $750. THEY DID NOT AGREE WITH ME UNTIL I SHOWED THEM MY CANCELLED CHECKS AND RECEIPTS. COST ADJUSTMENTS HAVE BEEN MADE AND THEY DELIVERED THE LAST OF MY FURNITURE. UPON THE DELIVERY, THE DELIVERY PERSON TOLD ME I OWED THEM OVER $400. I CALLED AND TALKED TO THE MANAGER AND TOLD HIM THAT THEY OWED ME $64. THEY THEN DELIVERED THE FURNITURE, COLLECTING NO MONEY. I STILL HAVE NOT HEARD ANY THING ABOUT THE $64 OWED TO ME BY THEM.

SHE DIDN'T TRY TO GET ME TO BUY A LOT OF OTHER PIECES, SHE WORKED WITH ME AND WHAT I HAD. SHE MADE TWO HOME VISITS. THE PRICE INCLUDES THE FURNITURE AND PIECES THAT I BOUGHT.

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