Ethan Allen — Local services in Edina

I chose EA because I trusted their reputation in quality and service. Wow, was I wrong! I recently purchased 2 rooms of furniture, a little under $20,000 in furnishings. Due to Covid, manufacturing times were crazy but totally expected. I ordered in Dec with excepted delivery dates of items ranging from Feb.-April. Received 1st piece in April, last piece didn't arrive til June. Brant chair was ordered in the wrong wood color. One Malone chair was scratched, the other dented across the back. Wyndham couch, both back cushions are puckered and sewn terribly. I've had small ottoman for less than a month, fabric is horrible. Design passed to manager to solve issues. Great that she came out to look to verify and confirm that all of these issues were valid. Although they are fixing our issues, we are left waiting another indefinite amount of months to do so. When we asked for some sort of compensation we told that they "are allowing me to return the custom Brant chair that they did wrong, $198 off of the protection plan and a $100 of our NEXT $500 purchase" LOL What?! "ALLOWING ME" to return a chair they made wrong because I didn't want to wait another 6months for...huh? Left waiting for new Malone chair and cushions for our couch, along with a call from a repair guy for the other chair. Oh and, had to order another chair from a different store to replace the Brant chair so waiting for that as well. Needless to say, I won't be taking advantage of the $100 off of my next $500 purchase! lol So...

Update: We are happy that Ethan Allen has replaced the defective table top. The logistics manager was very helpful in keeping us informed.

Original Review: The Edina store does not support its customers. We bought a new dining room table, and it has had flaws. Portions of the table top have come off after minimal use. We alerted the store after the first incident, and after about two months of waiting, someone came and filled the gap in the finish. Then the same thing happened again, and we let the design consultant at the store know that we had a repeat problem.

After three months, we have received no indication that the issue will be fixed. We’ve asked our design consultant if there’s someone else we can contact to schedule service—we’re perfectly fine not having to take her time with this matter—but she doesn’t provide us with any alternative options and gives us no feedback that anyone is taking action—just that she’s made “inquiries” and informed her manager. When we said that this didn’t seem to be getting us anywhere, she stopped replying. A manager supposedly was cc’d on the emails, but he’s never engaged us in any way.

The dining room table we owned for the previous 20 years was from Bassett, and we never experienced any issues. We thought Ethan Allen was a brand of equivalent quality, but sadly that has not proven true, and the customer support from the Edina store staff is even worse than the product quality. We would not recommend anyone shop at this...

Their WHITE GLOVE service was TRULY disappointing! Last summer 2020, I went to the Maple Grove Ethan Allen store to get professional help from their designer Elsa Dean and I purchased $30,000 worth of "high quality" furnitures ("better than Pottery Barn", she had said to me) for our new model home. The items arrived in pieces and months late, February 2021, and upon setting up each item, I noticed that the couch and wool rugs appeared to be fraying, or used, or damaged. So I called one very kind staff Tammy to relay the problem and I requested for an even exchange. But an unprofessional Edina manager Christine Happel responded with a firm decline saying SHE can not make amends whatsoever. I was very very mad! What a shame...I don't believe Ethan Allen intended to make my purchase...