Furniture Manufacturers
Ethan Allen Global, Inc.Headquarters
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Complaints
This profile includes complaints for Ethan Allen Global, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 54 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/09/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
***** *** ****** *********************
***** ******* *** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
****************** ********* *** ********* ******* ***** ***** ****** ************I would like to add the following to my complaint file:
I purchased a custom sofa from ***** ***** (Order #**********) for $6,251.58. A structural defect developed after minimal use by my 94-pound wife. ***** ***** attempted a repair, but the same defect appeared in a different area, indicating a recurring workmanship issue.
I requested a refund or replacement. ***** ***** refused both but later offered to return the repaired sofa. However, they have provided no assurance that the repair is permanent. I remain concerned that the issue may recur, making the remedy inadequate.
I have paid in full and have not had use of the product for an extended period. I remain willing to accept the sofa back, but I do not waive my rights under consumer protection law if the defect reappears.
Thank you for including this in my file.
Sincerely,
****** ******
r discretion, provided this matter is resolved promptly.If I do not receive a satisfactory resolution within 10 business days, I will file a formal complaint with the ******* ****** ******** ********* ******** ********** ******** and initiate a small claims court action. In that claim, I will no longer accept a replacement and will instead seek:•A full refund of $6,251.58?•Reimbursement of any related delivery or incidental costs?•Additional compensation for time, inconvenience, and filing expenses?I sincerely hope this can be resolved without further escalation. Please respond in good faith and provide a clear resolution proposal within the time specified.Sincerely,?****** ********** *** ***** ****** ** ******** *** ****Business Response
Date: 05/13/2025
Good morning, *** ******,
Thank you for sharing your feedback. We are sorry to hear this and understand your frustrations. As previously discussed with you via phone, the item in question is still within the warranty period. We also discussed the terms of your purchase which include allowing ***** ***** to repair and ensure those repairs meet our quality standards. In scheduling the piece to be picked for shop repair, it was agreed and fully understood that the process would be to find and eliminate any concern, then deliver the piece back. We have followed through with our responsibility of that service agreement and intend to deliver the item back as soon as possible. The same was true when delivered in April with no reports of concern at time of delivery. We have fully assessed the sofa to ensure there are no manufacturing concerns and/or defect and meets ***** ***** standards.
The item is ready for delivery and our local level team has been trying to arrange a delivery date with you.
If you have any further questions or need further assistance, please do not hesitate to give us a call.
###-###-####Customer Answer
Date: 05/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Subject: Response to ***** *****’s Statement – BBB Case Regarding Order #**********
Dear BBB Representative and ***** *****,
Thank you for your response.
I have agreed to accept the return of the sofa and understand that ***** ***** intends to complete the delivery soon. I want to be clear that I have done so not because I am fully satisfied, but because I have already paid in full for this item and have not had possession of it for a considerable time.
While I appreciate that a repair has been completed, I remain concerned due to the fact that the original issue reappeared after a prior repair attempt. I sincerely hope this second repair resolves the issue permanently and this matter is closed.
However, if the same defect reoccurs, I will consider the remedy of repair to have failed, and at that point I will expect ***** ***** to offer a replacement/or full refund of the item in accordance with warranty obligations.
I thank the BBB for their involvement and assistance in helping bring this matter closer to resolution.
Sincerely,
****** ******
*******************
###-###-####Initial Complaint
Date:05/01/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The first payment was made August 22, 2004. The second payment was made November 11, 2024. The third payment was December 16, 2024 and the last payment was January 28, 2025. In total 9203.98. We ordered two nightstands, a dresser and a bed. All the pieces came damaged, but one nightstand. We also when we were in the showroom told the salesman that we only wanted to buy ******** made. We’ve always bought ***** and we only want ******** made and was told everything was ******** made when the merchandise was delivered we do not consider ******* ******* *******, but Ethan Allen apparently does. When the first man came out to do repairs, he repaired the bed only because he was not able to repair the nightstand or the dresser. He got black paint from the bed on our brand new install installed solid, rustic white oak flooring that had just been installed. Now they are claiming that there is no proof that their repair man got black paint on our floor. They came out last week to do a repair still did not complete the repair. I have corporate office and they have not called me back. I called again today and they assured me that I would hear back from someone today.Business Response
Date: 05/08/2025
******** ** *** **** ********* * ********
******* ******* ******* **********
*** *** ****
In response furniture delivered on order **********Ordered two nightstands, a dresser and a bed, concerns reported after delivery. All concerns addressable, offering to send a different tech to resolve the remaining concerns that were unfinished from the previous technician.
For the concern of only wanted to buy ******** made. We have factories in ******* ******* * ***** *******; we are proud of both facilities and stand behind the product they both make. In an effort to accommodate, Ethan Allen extended the option to replace the 2 night tables made in ******* ******* for something we manufacture in our ******* plant instead.
To date, our Regional Design Manager is communication with the ****** family with final steps for resolution.
Initial Complaint
Date:03/07/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good morning
I sent the complaint prematurely to BBB.
The store responded quickly and told us we could cancel the order because of the excessive delay, or we could secure a discount on the order is we decide to wait 2 additional months for delivery.
The store told us our right to cancel was not time limited.
Because the local store has been responsive, we are not going to proceed with the premature complaint.
Thank you
***** ******
*** ********Initial Complaint
Date:02/24/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have received an email from local sales associate that chairs will be replaced and order will take 12 to 14 weeks for delivery. I have not received a copy of an official order made by Ethan Allen. Based on the 9 months I have waited for this issue to be resolved, I would like to wait until I have received replacement chairs before I state that my complaint has been resolved. Thank you.Business Response
Date: 03/03/2025
Ms. Koester,
We appreciate you taking the time to share your feedback. We apologize for your dissatisfaction with your experience. We have carefully reviewed your requests as well as your items. While we have refinished them to meet Ethan Allen quality standards, we understand your concerns are still open. At this time, we have agreed to move forward with a replacement of the new (already selected) Cyra Chairs. Our local teams have been in contact with the details of the re-order process. Should you have any questions or additional concerns, please feel free to give us a call.
Thank you.
Regards,Initial Complaint
Date:02/11/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a call from a manager and she said that she was going to replace the table top. She understood that the one indent was too large. She said that there was paperwork that needed to be done but she told me that EA would replace the top. I appreciated her understanding and will wait to see the replacement.Business Response
Date: 02/26/2025
Good afternoon,
***** **** purchased the Cameron 42" Smooth Round table at our Elkridge, MD design center. The table was purchased in finish 366, or Brownstone, which is a finish characterized by featuring an elevated level of hand-distressing. We have conferred with our customer service representative and confirmed with the client that the proposed "divot" or "defect" is actually a characteristic of a natural wood distressing. We've also advised there is no guarantee that a replacement top would result in any different outcome. However, in an effort to restore confidence with Ethan Allen and our customer service experience, district leadership will be in contact to further understand the customer's concerns and expectations.
Please let me know if we can be of further assistance.Thank you,
Business Response
Date: 03/07/2025
Regarding inquiry #******** at the ******** Design Center, our customer was contacted by senior leadership to discuss her ongoing concerns. In an effort to satisfy the customer, we have agreed to make an one time exception and have ordered a tabletop replacement. The customer is aware of the reorder and will continue to be provided with their estimated ship date until the piece has arrived and has been scheduled for delivery. We are always appreciative of customer feedback and are thankful to Ms. **** for sharing with us her experience.
Thank you,Customer Answer
Date: 03/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:02/07/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a power recliner sofa that was delivered Feb 2021. Immediately after delivery they had to replace the recliner mechanism on one side. I also complained about the seat cushions sinking and the back cushions being unleveled. I was told the uneven back cushions were normal, and the sinking effect was normal. We spent too much for such an uncomfortable sofa.
Fast forward to Nov 2024, after a cross country move I complained once again that the sofa was terribly uncomfortable and the mechanism on the other side was making the same cracking noises. I was told the back cushions and the incliner mechanism were out of warranty, 8 months too late. However, the seat cushions were under warranty. They replaced the seat cushions but the issue continues. I was led to think they would work with me if the seat cushions would not fix the issue. However, I was told they wouldn’t cover anything else since the original complaint was not documented the warranty on those parts were expired (by a few months).
I don’t think this company truly cares about customer satisfaction. It feels as they will do the minimum to help out. However, they sure do charge a lot of money for their products. I expected better service from them. I got much better service from Rooms To Go on a bed that I purchased. I was floored to see the lack of empathy towards my multiple complaints. Although I provided documentation and names of my original complaint, that was not taken into consideration. It feels as if they find any loopholes to avoid responsibility. They won’t admit lack of quality service and issues on their products. They go by their warranty book, nothing else.Business Response
Date: 02/14/2025
Client purchased a custom
******** Incliner Sofa on 10/25/2020 on sales order 185688.01 that was home
delivered to her residence in ******* on 2/23/2021. The client did have warranty work performed on
her sofa with the concern filed April 2021 and then in June 2021 warranty parts
were installed. We do not have records
of the client contacting anyone for further service regarding an uncomfortable
sofa until after she moved from ******* to *****. The client contacted the service department
again in November 2024 while residing in *****.
The client is correct as
we do follow our Ethan Allen Limited Warranty when resolving warranty claim
requests which has been communicated to her.
However, we did not tell the client that we would not cover anything
since the issues were not documented originally nor did the client provide
documentation and names of her original complaint. In any event, both of those points are
irrelevant to how we administer the Ethan Allen Limited Warranty as we solely
go by the home delivery date to calculate the length of the warranty for each
item purchased, and per the warranty “If your product is repaired or replaced, the
limited warranty will not be renewed or extended”. We did in fact
tell the client which components are out of warranty and would not be addressed,
which are the upholstered back cushions and motion components since they only have
a three year warranty. The seat cushions
have a four year warranty so those were replaced in the client’s home on
2/5/2025.
We are not able
to provide warranty work for the upholstered back cushions nor motion
components of the sofa to resolve the client’s concerns that continue since the
warranty has expired. Full details for the Ethan
Allen Limited Warranty can be found at *******************************************************.Initial Complaint
Date:01/27/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because: the excuse is not in the description of the rug. Its a nylon indoor outdoor rug, Another rugs company looked at it and did say if it was dyed that the process produced all the uneven streaking. To add insult to injury, EA did pick up the rugs after submitting pictures and I was suppose to receive a credit less the delivery charge. I still have not received the $ 2,925.27 the merchant agreed to credit my Ethan Allen account on Jan 27th. This credit amount did not include the $299.00 Ethan Allen charged me for delivering a defect rug. I need the 2, 925.27 credited immediately and the delivery fee of $299. If the delivery fee is not credited EA should have posted on their website that they do not credit delivery fees for any defectective items paid for and received by a customer.Regarding the Carissa rug on line there i nothing in the description on their website stating the color variation or this rug being hand knotted. I need my credit for the full amount credit back to my Ethan Alllen account ASAP.
Weaving art and science together, the Carissa rug is a modern marvel: cleanable, easy to care for, long lasting, cozy underfoot—and positively stunning. Luxury Performance technology gives Carissa the soft hand of an artisanal indoor rug combined with exceptional stain-resisting power.
An innovative indoor/outdoor rug with a sophisticated stripe pattern. Stain and fade resistant.
100% SD UV-stabilized super-soft nylon
Hand-serged edges
Luxury performance; can be used in any indoor room and outdoors beneath a covered patio
Custom sizes and broadloom options available in Design Centers
Multiple color options available
Use a rug pad to help keep your rug safely in place, to extend its beauty, and to protect your floor.
ure of the rug on line show this. Secondly when natural fibers are present in rug materials they are aesthetic pleasing and do not give the appearance of a dirty defective look. EA agreed to return the rug after a week of back and forth however want to charge me 15% and a 299.00 delivery charge. They made several excuses inbetween this proposal to try and hold me responsible for the full amount. I find it deplorable that I noted the defect frim the get go and the still want to charge me $700 for returning a rug that was defective. I expect a full refund as this was :
**** *******
A Not my fault as the rug is defective
B No where in the rugs description does it indicate naural fibers nor does the pictures of the rug ( magnified) illistrate these dark inconsistencies. Customer service at EA is deplorable and unethical. Our srore manager really tried to help us yet she is limited by corporate. Please help!Business Response
Date: 02/10/2025
******** ** *** **** ********* * ********
******* ********* ******** **********
*** **** ****
In response to the complaint about an Ethan Allen policy on returns. The rug purchased is a hand knotted, hand dyed rug, variation in the dye as well as some streaks are to be expected.
Client reached out thinking the rug had defect when what they are seeing is completely normal. The design center processed the return as requested.
In effort to accommodate the client, the 15% restocking care was waived. The shipping will not be credited as service was rendered and no additional charge was added for the pick up of the return rug.
Ethan Allen is always striving to offer fair options for our clients and to be solution driven.Business Response
Date: 02/28/2025
******** ** *** **** ********* * ********
******* ********* ******** **********
Feb 28th 2025
In response to request for refund on shipping charge & status on remaining credit processed.
We had the factory review the concern. The rug was requested for return due to seeing what looked like, ‘dirty streaks’ that the client was seeing.
Factory review came back stating, these are shearing marks from the hand shearing process on this product. These shearing marks are considered to be a common characteristic for this particular product and all rugs will have varying degrees of these marks on them. Since we consider this to be a character of this product, this would not be considered as defect.
In effort to accommodate the client, the 15% restocking care was waived. The shipping will not be refunded as service was rendered and no additional charge was added for the pick up of the return rug.
The remaining credit due was paid by check to provide certified funds.Initial Complaint
Date:12/05/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They managed to deliver a new, undamaged recliner to me, today.
I still can't believe I had to threaten/beg this well-known company to do the right thing after they initially delivered a damaged piece of furniture. This was the one time I relied on a brand name rather than doing some simple research about the company - and now that I have looked into them I see that there are many, many customers who they attempted to take advantage of in a similar manner - and their reputation is very bad. This was my first experience with Ethan Allen and hopefully will be my last. Thank you for helping get the right focus on this company and their unethical business practices.
Sincerely,
*********** *****ack since I wanted to refuse it, but he said that he could not do that and I had to accept the delivery. It is now over two weeks since I reported this problem to Ethan Allen and there is still no resolution other than an offer from the delivery manager to "have someone come to repair it". I paid for a brand-new recliner and will not accept any attempt to repair this item which was obviously damaged while in Ethan Allen's inventory. Ethan Allen needs to live up to their commitment to deliver a new, unused and undamaged recliner to me, after I paid for it in good faith based on the Ethan Allen brand name and commitment to quality. ***************************************************************************************************************Business Response
Date: 12/13/2024
Ethan Allen does apologies for receipt of a damaged
recliner and will work to process the exchange. The Ethan Allen Design Center
in ******* has contacted the customer and has approved to exchange the damaged
recliner.
A new recliner has been ordered, the recliner
purchased is part of our quick ship program and is in stock and will ship on
12/12/24 and expected into the delivering facility week of 12/23/24
The delivering facility will contact the customer to
schedule delivery when the item arrives.Thank you
Ethan Allen Global, Inc. is NOT a BBB Accredited Business.
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