Ethan Allen — Local services in Ann Arbor

I'll start with the positives:

• (5 stars) Customer service was top notch: from Raquel in Client Services who was able to track down the finish on our desk our filing cabinet from 7 years ago and email me back with the exact stain color and number in under an hour (!) to Dana McGrath in the Ann Arbor store who helped me order a matching media cabinet in the same finish and communicated with me throughout the 4 month process -- I couldn't have asked for better service.

(1 star) for the actual piece (media cabinet). It was stained in a totally different color. The label on the back said it was the same stain color but it was clearly NOT the same color. I emailed customer service and sent photos (see below). After several weeks of back and forth of "sending it up the food chain" and even having Dana come out to my house to verify the discrepancy with a sample board with the original stain (which was the same as my original pieces, even 7 years later), the final answer was, "Sorry, we don't make that piece anymore so we can't replace your item." In the 4 months since I ordered the piece, Ethan Allen stopped making the Duke Media Cabinet?! Such a disappointment. Now I have mismatched pieces.

• (3 stars) for the options they gave me: return the piece for a full refund; select a different piece with credit for what I paid; or keep the piece for 50% off the price. After scouring Ethan Allen's website myself and with Dana for suitable substitutes that would be similar in color and dimensions, we came up with no options. I selected that particular piece to not only match what I already bought from EA previously, but also to fit in the space available. I opted to keep it because it fits in my space and is functional, but it is such a disappointment to not have it match the color of the two other pieces from the line in my office. I still don't understand how they labeled the color the same as the other pieces (Terra, 508). Someone in the manufacturing facility messed up bad -- either by using the wrong wood or the wrong stain. To try to pass it off as the same is ludicrous.

So overall, * (3 stars). I appreciate the customer service but corporate and manufacturing really messed up on this one. I...

Recently, I had the most incredible and amazing design experience while working with Drew Weigandt at the Ethan Allen Ann Arbor store. He went above and beyond my highest expectations! Not only does he have a great eye for design, he followed through with practical help. He actually showed up for my in-home delivery and assisted in placing EVERYTHING! Miraculously, it all worked perfectly, too. The very best part was when he he stuck around and hung all of my new artwork and rearranged every area to perfection. The results were unbelievable. My home isn’t special, but he made it spectacular! Kudos to EA for employing such a talented, competent designer. He made up for every bad sales related experience I’ve ever had and exceeded all of my wildest dreams. Merci beaucoup to Drew!

Fast forward to June of 2022:

Recently, I met with Renee to resolve a few issues that had become backlogged during Covid. She handled my inquiries very professionally and is sorting everything out while my longtime designer is on leave. This store has always been one of my ‘go to’ places for decades. The new location is stunning and I still shop there since moving to northern Michigan. My move was incredibly stressful and it really helped when designer Drew drove up to Suttons Bay and measured for the things I needed. My furniture didn’t take long to arrive at the warehouse and Janette was especially helpful in arranging a convenient date for me, so as to avoid any storage fees. Meanwhile, many ‘up north’ locals are waiting eons for furnishings from other vendors. Whilst relocating is never easy, I am very appreciative of the countless ways Ann Arbor’s EA has helped me, currently and in the past. While they ARE short staffed since the pandemic, they still work hard to provide stellar service. I only wish I’d been able to meet with their manager/designer sooner! Still, I’m very encouraged by the way my current issues and new orders have been handled. On top of it all, Renee used our meeting to provide training for a student/designer. Mentoring is vital in the design business and it was a pleasure to see EA doing what they do best! It’s great seeing established designers helping students...

We purchased a Milton Modern Windsor Chair from the Ann Arbor Ethan Allen store. We dealt with Renee Aurand, the lead designer/manager. When I ordered the chair over the phone, I should have reconsidered this order when I was told that I had to pay a $99 shipping fee, even though it was delivered to the store, and I would have to make a one-hour trip to pick it up from the Ann Arbor store. Renee sounded offended when I voiced my concern about the shipping fee, and her response was, "Well, why should we pay the shipping fee." That is a huge red flag. On 8/28/24, I ordered the chair. In December of 2024, we requested a refund because we were initially advised that delivery would take "a couple of months." Renee was extremely rude and said, "No, I won't give you a refund; you need to wait." The chair was delivered to the store on -- 1/22/25, five months after placing the order. When I got the chair home, I discovered it was the wrong color. I went back to the store, and spoke to the other salespeople, who were highly professional, and they sent Renee an email explaining the situation. She never responded. The common theme throughout this review is very BAD customer service and a very rude...