I had a piece of a headboard that comes out of the headboard that needed reupholstery. A very nice salesperson/designer came to my house to help me pick out fabric. It took at least 2 months for the fabric to come in. Longer, actually. I was asked to bring
the peice in, which I did, to the store. They said it would take 2-3 weeks to be completed. I didn't know at the time that they ship everything out of state to be done in a warehouse.
At three weeks I called to inquire about it. On a Friday I was told that the piece was done and would be shipped to the store the following Thursday. I went to the store the next Friday. It wasn't there. My designer called the warehouse, the person who could tell us where it was and why it hadn't been put on the truck was not in that day.
The next day, the designer called and said that it was ready and would come on the truck the following Thursday. I called the Saturday after that Thursday, this is over two weeks since I first went to the store to pick up. It didn't come on the truck again. I was told by the designer that she would find out what happened and get back to me.
Late that afternoon I placed yet another call to the store. She hadn't gotten back to me because the person who could tell her what happened again was not in and would not be back until Saturday. It's going on 3 weeks now since the first 3 week estimate expired and this is a small, easy piece, I mean stretch the fabric, cut it and staple it in to some wood. Why I didn't bring it to a local upholsterer is now too late to wonder about. But Ethan Allen has this name that is kind of prestigious and you can imagine the airs.
Unfortunately, if they cannot do this simple thing I wouldn't want to trust them with much. It's another case of having too many channels to have to go through to get something done. The person who helps you on the ground has no power or influence in the process so if something goes wrong you have no recourse and they have your credit card number.
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