Ethan Allen — Local services in Boca Raton

I went to Ethan Allen because it is a store I have bought furniture from before in an different city and I had visited so many other places in Boca Raton that just didn’t seem to have good quality furniture.

To give a brief summary for why I didn’t give a 5 star review, the attitude that was given when I wanted to return a piece and have a piece replaced due to damage and their policy on goods damaged on delivery and the design advice was poor on an expensive set I can not return. I would recommend not to exclude other places for furniture and not consider this a safe choice to avoid hassles if things go wrong because it’s national brand. They aren’t really any better than any other store. I do find the pieces that did work to be well made.

To start, I relied on the designer to help with putting a kitchen table set together. She Helped pick out the table and chairs. Based on her recommendations we custom ordered the table and 4 chairs. She assured us the pieces would fit. The chairs are way too big for the table. You can’t push them in. She should have known this would be a mismatch. The attitude I received when I called the designer to say the coffee table wasn’t something we liked was what I was hoping to avoid in the whole furniture buying experience: sorry, you bought it hope you like it. She initially told me it wasn’t returnable because it was “custom” although we picked it out from their showroom and even though I asked this before we bought it. Eventually she states there would be a restocking fee but didn’t know what that was she would have to check with the company. I find this very hard to believe. We ended up just keeping it because I didn’t want the hassle. When the kitchen set was delivered one of the chairs had small damage and the table had a defect in the coloring on the base. I called the designer and told her everything that was wrong and sent photos I then received correspondence from another person from Ethan Allen, not our designer, who had me tell her the story all over again. then after explaining what was wrong she said send me pictures of tags under table and chair. I said there was a tag on the chair but not the table. She said well open the leaf on the table. I told her the table doesn’t have a leaf it’s just a solid round. She’s like no there is a leaf. I asked “did she know what I had delivered?” And where was the contact with the designer? ( I have not heard from her to this day to ask how the other items that were delivered after the table were delivered) . She insisted there was a leaf, said they would send Out a person to fix the chair and then this person would take the photo under the leaf. I said I think I should have a new chair since I spent so much money and it was custom. She said no this is what they offer. The company came to fix the chair, they did a good job. (For me it’s principal, if you’re going to charge upwards of $1,000 per chair it needs to be perfect or replaced). I asked if he was going to try and find the tag and take a picture of the tag on the table, he had no idea what I was talking about , none. I asked him did he see a leaf on this table he said no. I said either did I but the customer service rep believes there is one. To date I am waiting for...

Disappointing Experience with Ethan Allen Leather Sectional

We purchased a leather sectional from Ethan Allen in Boca Raton, and within less than a year, the leather started deteriorating. We contacted them before the one-year warranty expired, but they’ve been slow to respond and are refusing to replace the sofa. The manager even mentioned that there were quality issues with their leather during the COVID period, which doesn’t inspire confidence.

When we visited the store to discuss the issue, the manager’s first suggestion was that we might be causing the damage by using sunscreen, which could affect the leather. This was particularly frustrating because we both have had skin cancer, stay out of the sun, and don’t even put sunscreen on our legs. The leather is coming off in areas we don’t even touch, which makes no sense.

Additionally, we purchased the extended warranty, but it’s turned out to be useless. The store manager filed a claim on our behalf, but it was denied. All in all, this has been a disappointing experience, and we regret purchasing from Ethan Allen. We would not recommend them to anyone.

Update 6/14/2025: EA picked up my sectional on April 26th and advised that the repair would take 2–3 weeks. It has now been over 7 weeks, and we still don’t have our sectional—nor have we received any updates from EA.

It’s incredibly disappointing that such a simple courtesy as keeping a customer informed seems to be overlooked. I’ve had to follow up multiple times just to get basic information. At this point, it feels like EA is more interested in taking my money than in providing the level of service one should expect from a premium furniture company.

If the product quality had met expectations in the first place, none of this would have been necessary. EA’s customer service is severely lacking, and this experience has tarnished my opinion of the brand. I expected better—and I’m still waiting.

Update – November 06, 2025

EA picked up our sectional again on October 30th to repair a portion that was not fixed during the April service. They advised that the repair would be completed and the sectional redelivered by November 14th.

Here’s what Jaclyn wrote in her email:

“Hi Shane, I appreciate you confirming. I only have one sofa for a loaner, but let’s schedule yours to be re-delivered back to you on the 14th. This way you can plan for how long you’ll have only the one sofa until your sectional is back.”

However, the sectional was never delivered on November 14th, and there has been no communication from EA regarding the delay. I sent five emails to Jaclyn, Kim, and Gracemarie, but did not receive any response until Sunday, November 2nd, when Jaclyn emailed:

“Good morning, Shane. The work should be finished early this week and once inspected, we can set up re-delivery. I will provide you an update on Wednesday, and we can look at delivery dates.”

Since then, I have not received any further updates or communication from Jaclyn, Kim, or Gracemarie. It’s now Thursday, November 15th, and we still do not have our sectional or any information on when it will...

It truly saddens me that I feel the need to leave such a poor review. We purchased a bedroom set from Ethan Allen the first of Dec. Our design consultant was Donna. She was very knowledgeable, helpful, and kind. After weeks of looking and dealing with other designers we felt confident we made the right decision purchasing with Ethan Allen. Unfortunately, once the sale is complete if everything does not go smoothly, there apparently is no feeling of responsibility to help the customer achieve assistance. We received part of our furniture order the beg of Feb. The dresser had minor damage to one of the drawers that should be fixable by a service person, the side table should not have made it through inspection. I did not notice these issues until after the delivery men had left and I was wiping the furniture down with a towel (white furniture delivered wrapped in a blue blanket), but I did notice within the hour of delivery and notified Donna. I sent pictures and a video of the side table as requested. After 10 days I did a follow up with Donna, she told me that everything was sent to the service department and they would contact me directly. One week later, I again emailed Donna stating no one had contacted me and asked for a contact person in the service department so that I could contact them. She responded she would follow up. Another week has now gone by and nothing. I called the store when it opened and requested to speak with the store manager (Grace Marie), I was told she was not in yet. I left my information along with a message that I was upset that over 3 weeks had gone by and I had no communication as to how the company was planning to resolve, or not resolve for that matter, my issues with the furniture. I waited until the end of day and not surprisingly I did not receive a call back. I must also say that I am also disappointed that after being made aware of lack of contact from the service department, I have not heard from Donna to see if my issues were being addressed. Anyway, my hope is that after leaving this review and contacting my CC company that someone at Ethan Allen will finally make an attempt to communicate a resolution. PS. not that I want the rest of my order until this is resolved, but no one has bothered to communicate the arrival (or second delay) of the rest of our furniture which was supposed to arrive 4 days ago. Work on your communication Ethan Allen, the quality of your customer care should match the historical quality of...