The Sofa and Chair Saga Continues

2.28.2016

When I share purchases I get many comments saying I find the best stuff at the best prices. It really is mostly luck and sometimes being in the right place at the right time. I also do a lot of comparison shopping on line. I'm still on the hunt for an accent chair to replace the brick red one in my great room. I have also told my designer at Ethan Allen that if my order for the sofa gets pushed out one more time I'm cancelling the order. I'm just not going to keep going through this over and over. I also asked to talk to the manager and she said she would have her call me and that never happened. 
I am seriously disappointed in their customer service.
This chair at wayfair.com is truly pulling my heartstrings. It is just like the ones at Restoration Hardware that are twice the price or more. This one states that it is made with French linen. The close up of the fabric on the site looks really nice.

I love the added nail trim. It gives it that rustic casual look I want.


This is Restoration Hardware's version. See they are basically the same. Even the measurements are extremely close.



I like this one from Wayfair, too, but it costs a bit more and it may be wider than I want. I'm still debating.
I am also on the hunt for a sofa if the EA one gets cancelled. The one on the left is part of the Wayfair custom upholstery line and I ordered some free swatches to look at. The one on the right is the PB version at twice the price depending on the fabric choice. The Wayfair one has really good reviews and sounds perfect. I can cancel my EA order and save $1500 and have it in two to three weeks. Most folks got theirs sooner according to the reviews.

The coffee table I ordered from EA has been in and I told them to go ahead and deliver it so it will be here Monday afternoon. I sure hope I love it.

So the saga continues....


58 comments:

  1. Kim, I had a sofa saga of my own over the past few months which I didn't really share on the blog. The couch we bought turned out to be junk and through several conversations, we convinced the store to take it back and give us full credit. We then paid more and purchased a Sherrill sofa with three cushions that looks almost like the pictures you are showing. The new one is beautiful and definitely well made. Here's a link if you want to see the new one that we love:

    http://www.poofingthepillows.com/2016/02/a-fresh-look-at-our-family-room.html

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    1. Stacey, my old one is a Sherrill and it is still in mint condition. So ready for a new look after 15 years. Glad you got a refund and love your new sofa.

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  2. Have you tried North Carolina furniture outlets? They might have a better price. Found this one:

    http://www.bestpricesforfurniture.com

    You might want to google to get better results. You might also want to try the Pottery Barn Outlet. Best of luck :)

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    1. Yes, we have shopped NC many years ago when we built our home. They were late delivering, too. Needed to do close by to finance it while they had a sale going. I have also been checking the PB outlet several times.Not a good selection at ours. Thanks

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  3. Kim, we have purchased many things from Wayfair for this home and have been VERY pleased with everything. The quality is great, FREE DELIVERY, and their guys brought everything in, unwrapped it, and took the wrapping and/or boxes away. Can't beat that! Good luck. I do love that first chair, it really looks like you!!!!

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    1. Thanks for the info, Pinky. Good to know you are pleased with their products. Yes, that chair is so me. :)

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  4. OMG! Kim you are very patient!! LOL!! I would have already cancelled my order from them! I love the one from Wayfair and you'll save $1500.00, I say go for it!! I hope you get one soon so I can see your "new" room!! :)

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    1. With it being a custom order you really can't cancel, but I think I have a right to after it being rescheduled so many times.

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  5. So here's a little bit of good news! Your panels will ship tomorrow :)

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  6. I would not want to purchase a chair that I hadn't sat in first. I have done that and been unhappy. The cushion doesn't look very full...but at least with Wayfair you could return it since it's not custom. Personally, I would cancel the order at EA, because that couch will always remind you of the poor customer service and ask yourself "will this bring me joy?". If it won't, then get off their timeline and get on your own! It's not good to let others have that kind of control, in my opinion. Hope all works for good in the end.

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    1. Nanci, I have thought the same thing about it being a reminder of what I have been dealing with. As for the chair it will hardly ever be used unless someone is visiting. It is basically for looks and to fill the space.
      Thanks

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  7. I just ordered a sofa from ethan allen on Wednesday. I ordered the oxford sofa in a leather, and picked out some really pretty fabric for pillows, leather doesn't come with decorative pillows. My sales consultant told me 8 to 12 weeks for delivery. I understand your frustration, but the quality you get with ethan allen is worth the wait! Hope you get better service soon, or skip the manager and go to corporate.

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    1. Mary, I was told January 9th then called a week later after not hearing from them and then was told Feb. 24th. Checked again a couple weeks ago and was told March 21st. Each time I was not called and told the change. Good luck with getting yours in a timely manner.

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  8. Shoot, nothing is worth that kind of weight. Seriously. I would cancel that in a nanosecond. That is piss-poor customer service. And like a commenter said above: Every time you look at it, you're going to think of that. Since I like to sit on my most sat up furniture first, I would simply go into a store, pick one out, and have it delivered. I've never heard of anything more ridiculous. I don't care if they make their furniture out of gold.
    Brenda

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    1. I know, Brenda. I think they think their stuff is gold. I am going to call the end of the week and see if the sofa has been moved to production or moved to a new date. If the latter it will be cancelled.

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    2. I am having the same issues with lighting sconces. Waiting is torture especially when the walls have ugly wires hanging out. sad face. I have also had bad luck with sofas. I have a leather sofa from JCP (don't judge) that sucks. It's only 2 years old and the darn cushions are all saggy. Learned my lesson. My Ethan Allen sofa is still fabulous 15 years later. I just recover it every five years or so.

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  9. Wow...Have always had great customer service with EA...that is a shame....I love the Wayfair and PB sofas....When shopping for upholstery items, I have to actually sit in them to make sure they are a good fit for me...so I hesitate to order on line..Hopefully you can get some resolution soon so you can move on to your new vision of the Great Room....

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    1. You were lucky. Customer service is severely lacking these days and I am not the only one complaining.

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  10. Dear Kim:

    We once ordered an Ethan Allan Rice Carved Bed, years ago. We ordered in August, to receive it by Thanksgiving. We were expecting to have our newly decorated home ready for holiday guests. It arrived December 20th. After many broken promises and disappointments we were told by a friend who had worked at EA, this was a common problem. Her explanation was that the company waited till they had enough orders for a particular item to make it "worth" a manufacturing run. So depending on your item, you have to wait until everyone in the country has made a like order so they can make a run cost effective. Now, I cannot verify the truth of this story, but it seemed reasonable because EA had absolutely no shame in making us wait, nor did they make any effort to allay our anxiety. They couldn't have cared less. Needless to say, we never made another order. I wouldn't have minded as much if they had explained this in the beginning. It would have come off more honorable and forthcoming. We then could have made a decision to wait or make another choice. EA is very self serving, in my opinion they have zero customer service. I prefer to give my hard earned money to a more honorable company.

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    1. Thanks for the info, Cynthia. Yes, I agree they could care less. No calls about my order getting rescheduled and no apologies for the wait. I even phoned a manager out of state that they gave me the number to and she said she would check and call me back and never did. Then I went to my store to look at the sofa again and then my designer ran into me and I told her how disappointed I still am and she said she would have the manager call me who was not in last Monday and of course she never did. They just don't care!

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    2. Perhaps it is the fault of a particular store? I've ordered lots of EA furniture over the past ten years or so (now almost a house full) from two different stores in CA. In fact, I just had a new desk delivered right before Christmas--also mushroom with the white glaze (love it). And although there is a significant lead-time (to be expected for custom furniture), my deliveries were always within the time frame they originally quoted to me. Sometimes sooner. So, for the most part, I've been happy with their service. I wonder if there is some other issue going on, maybe at that store? EA is a publicly held company, traded on the NYSE, so I would definitely send some feedback to the corporate headquarters.

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    3. Jackie, EA is getting lots of complaints from all over not just here. I have learned of some reasons that probably caused the delay. Glad to say it is being delivered this weekend!

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  11. Kim have you commented on the EA FB page? I think if they know you are an extremely popular blogger and have been blogging about the lack of customer service and the wait you will you get some answers from corporate. I've always had good luck with EA but enough is enough, you have the patience of a saint!

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    1. Not directly. If you look at their page they haven't posted on it since Jan. 1. I may tweet something later.

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  12. Kim, I'm sorry you are having to deal with poor customer service. Companies, especially long standing companies should know better. We have a local high end furniture store that we've purchased furniture from for over 40 years. Twice I've had an issue with customer service, and both times it was resolved with personal phone calls received from the President of the company. Most companies are interested in keeping a good reputation. Perhaps the upper management isn't aware of the quality of this store's service. Good luck!

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    1. Ethan Allen is close to me, but what a mistake I made.

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  13. I ordered all my first "real" furniture from EA about 20 years ago. I remember there was a lot of frustration on my end too. I have had couches from EA, PB and RH... and by far, my very favorite for looks, feel and quality is Restoration Hardware. I have the English roll arm in linen and it is so comfortable. Forget the EA order. It's not worth it at this point... what if something comes in wrong or needs repair, do you really feel this company will stand behind you in a timely manner?? I would never work with them again, they pissed me off that much years ago.. I also would not personally buy another PB sofa. I don't think mine has held up very well. I LOVE my RH sofa! Marcy

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    1. Marcy, I wish I had thought to order from RH when they had their sale. Too much money for me for one sofa and it really isn't used unless we have guests. I have had my PB basic sofa for years and am on the second PB slipcover. It is holding up well. Sorry you had issues that many years ago with EA.

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    2. I got my RH couch from the outlet. DId you know they have a "wish list" and will call you if something you want comes in?? Do you have an outlet nearby? Also, there is a 33% discount settlement letter that expires in the middle of March. Did you get that letter ??

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    3. Yes, we do have an outlet about 45 minutes away and I have looked on and off at it. No nothing about a letter. Also my EA designer just called to check on the table delivery tomorrow and said the sofa is on for 3-21. I sure hope so.

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    4. I hope it works out and you will love it. Your patience is a virtue !!

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  14. Ordered a rug from EA 20+ years ago and 'was told'it was coming from Belgium, and would take 6 months because it needed 'to be made'. It was a wool rug and i'm assuming it was machine made, but 6 months? Have never purchased anything since, nor have I entered any of their stores. I have an absolute mistrust of EA and was told by an employee most of their furniture is made in China.

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  15. Ordered a rug from EA 20+ years ago and 'was told'it was coming from Belgium, and would take 6 months because it needed 'to be made'. It was a wool rug and i'm assuming it was machine made, but 6 months? Have never purchased anything since, nor have I entered any of their stores. I have an absolute mistrust of EA and was told by an employee most of their furniture is made in China.

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  16. The Wayfair options certainly look good and I love the Bergere, but if it's too wide that puts it out of the running. We had our love seat and sofa custom made 36 years ago and have had them recovered when I want a change. I've never liked anything better than our classic camel backs. Our wing chairs are EA and it's the same thing - 36 years and they've been recovered. EA has changed a lot over the years and I really don't think I'd purchase from them again, preferring to go with smaller, local shops. There was a time when one had great service from Ethan Allan staff, with follow up etc but those days are gone.

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    1. ......and thanks so much for the link to Wayfair - they deliver in Canada. I loved going through the site.

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  17. the Ethan Allen by me just went out of business. i hope you get your sofa or your money back very soon.

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  18. The chairs are pretty. I like the second one but you said it might be wider--It does have some pretty wood. I wish I could make my kitchen cabinets could look like that-- without inconvenience and effort! Feeling a bit lazy this afternoon 🙄

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  19. Kim, I have chairs from Wayfair that we use every day and I am happy with their quality. They are the linen fabric & nailhead trim. We are retired & pretty picky at this stage in life. No problems with delivery either. EA has an attitude!

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  20. I hope that your sofa issue gets worked out soon. I know how frustrating that must be! I would be so mad that I would've stuck it to EA a long time ago! I am not a patient person with bad customer service. I like the chair you selected that looks like the one from Restoration Hardware.

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  21. Wow, that's crazy. I have done a lot of business with EA, and have been fortunate with orders and customer service, but enough is enough. I would also want to cancel the order at this point. No response from the manager is inexcusable. I like both of your back-up sofas. The Wayfair chair is great - I'm always drawn to things with nail heads.

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  22. I hope you are able to get your sofa issues worked out. I would ask since they are taking for ever if they intend to give you free shipping or a good percentage off your purchase price, for all the inconvenience they are causing.
    Try and have a better day.

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  23. Good luck with the sofa. I would have expected better customer service from Ethan Allen-- this is surprising. I bought a table from them over ten years ago and didn't have any problems. It sounds like things have changed with them since then.

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  24. Our Ethan Allen will bend over backwards to help you. I'm surprised to hear anything negative about them. It sounds like a "local" management issue. I custom ordered a gorgeous sofa once made by C.R. Laine but unfortunately did have a chance to ever sit on. As attractive as it was I never was happy with the comfort and felt terrible about what I spent. I made up my mind I'll never order upholstered furniture without having a chance to actually sit on it and check it's comfort ever again. Another important factor for me is to know how they're put together underneath. A good frame and support system is so important. My mother has a Sherrill and it's 20 years old and still looks perfect and is very comfortable. I just ordered a chest from Ethan Allen which I was so happy to find out is actually made in the USA. I know they import some of their things but I'm not sure about upholstered stuff. I found a customer service link with the manufacturer that made my sofa that I was unhappy with. Part of my issue was the support of the cushions was too soft. They in turn wrote me back and told me to contact the store I bought it from and they would have new cushions sent to them to replace mine. I bet if you wrote to EA directly you might get someone to investigate this and get things in motion.

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    1. Liz, my designer called yesterday to check to see if the delivery for the coffee table was scheduled and then said she had good news about the sofa and the 3-21 date is still on schedule. I sure hope so! My brick red sofa is a Sherrill, too and in mint condition. After 15 years I'm ready for a new color and style.

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    2. Oh tha's good news. I hope they can come through for you and redeem themselves. I imagine you're really going to be happy with it. I've always like their fabric choices. I just ordered a chest from them and hope it will come in within the 8 to 10 week lead they gave me.

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    3. I doubt Kim's problem is a local one. It takes a few seconds on line to find many, many unhappy EA customers. Most with stories similar to Kim's. When she first started blogging about the rescheduling of her sofa, I did a little digging. She is not alone.
      Kim, I really hate that you are having this problem. I cast my vote for cancelling the order and getting some else.

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    4. Thanks, Sylvia. I heard from my designer yesterday and she said I'm still on schedule for 3-21. I sure hope so or I will cancel.

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  25. I really hope you like your sofa. I know it will pretty. I am looking forward to the reveal.

    Have you looked at Lazy Boy? They gave beautiful fabrics and very comfortable chairs. In a kinds of shapes. Just a thought.

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    1. Yes, I have checked out several places. I have liked the sofa from EA ever since my mom got one.

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  26. Bought an Ethan Allen demilune chest about ten years ago. We paid for it in April and by September we still had not received it although they had them in their stores. I complained and demanded my money back and lo and behold -- we got it within days. I still have it in a hallway and enjoy it. Plus I have several earlier EA pieces which were easier to get. But I have been "burned" once by them & will never trust them again. "Fool me once, shame on me, fool me twice . . . "lol

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    1. Yes, I think after telling them I was going to cancel if it got moved out one more time I finally was told yesterday that March 21 is the date!

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  27. Hi Kim,
    I read Michael Lee West's blog (Rattlebridge Farm)check it out, she has an amazing home! She was so disappointed with Ethan Allen and the designer and the furniture when it arrived! I hope you have better luck!

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    1. I do follow her and her blog is in my blogroll.

      Thanks

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  28. Kim, I just went through a major issue with EA. My furniture arrived, and it's a trainwreck. I have never seen furniture arranged like the EA designer arranged it, not to mention a frightening table vignette. It looked like a bunch of my stuff had been pushed in the middle so I could easily put a sack over and and throw the whole mess in the river! I wrote about it today, leaving out the juicy parts, of course, where I got flat out bitchy. When he found out that I planned to put the photos on my blog, he said, "I GUESS you're going to write about me tonight!" I said, "Not tonight, but definitely tomorrow." What a major misstep on my part to use EA. If I wanted bad design, I could have done it myself! LOL LOL

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    1. Yes, I read your post. It's ashamed even your designer doesn't seem to care.

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