Downeast Home — Local services in Garden City

May 15th, walked into the store, saw a sectional I loved, I said I want this exact sectional. The store employee said it was $3500, and will take 4-5 weeks to arrive. Perfect, paid left, waited for call. On June 12th, they called and said my sectional was here. Husband borrowed a trailer, went and picked it up, unpacked, setup and wait something is wrong, these pieces won’t fit together, Big Hole in the middle.... No corner piece. Immediately called the store, the employee reviewed my order so no it is correct, I spent 5 min trying to explain there is not a corner to the sofa, then finally emailed her a photo, she said “oops, guess it was not ordered right.” No kidding... “So you need to bring it back, and we will figure out what to do”, um no I don’t... At this point I am pretty irritated, we live about an hour from the store and had already returned the trailer so I said, well just give me a quote on the corner piece. So she did, $950... so my bargain $3500 sectional is no longer a bargain, at $4500.... should have went with Crate and Barrel. I paid the additional $950 on June 12th, they said we will put a rush on it so it will be 3 weeks. Didn’t hear anything called July 10th, it will be here on the 11th. Didn’t hear anything called the 13th. “ it’s on the truck, it will be here on the 18th”. Didn’t hear anything, called again July 30th, “Guess the schedule was wrong, but Great news it will be here August 1st.” Finally after a 7 week wait (after my initial 4 weeks). I can pick up the corner piece. Send my son to pick it up, “ummm mom there is a huge rip on the top of the couch and it is really noticeable”. Talked to the sales person again, assured someone would call me the following day, no call, wait 3 days, call again and this time they assure me the corner piece has been ordered. “It will be rushed here in 3 weeks”. My confidence is 1/10 it will arrive on time and in good condition. Yep, should have went with the...

I have been a loyal customer, buying clothing from Downeast for years. However, in the last few months, their customer service has become the worst I have ever experienced. Most recently, I tried to return a purchase within the specified time period (clothes unwashed and unworn with tags on) and they would not accept the return because I did not have a RMA from their corporate office. This was evidently a new policy. Their customer service office was closed so I had to leave the store, email to request an RMA, and come back to return the items another day. A few days later I returned to the store with the RMA to return the items. In the meantime, I have misplaced the credit card which I paid for the clothes with. I present the items and the RMA and the associate does not know how to do a return so I am passed on to another employee who only knows how to partially do the return. Someone else had to weigh in. When they request that I present my original payment method, I explain that I have misplaced my card and they informed me they can only issue store credit. Mind you, their return policy does not state this information. Not only that, but I had literally just overheard one of the associates tell a customer that in the case that they lose their credit card, they could issue the return on another card. The associates proceed to call their manager who apparently also advises they cannot issue me a refund to another card. And of course their customer service office is closed again. I will update my review with the end of this saga soon. Unless you want to deal with this hassle, i would not recommend purchasing from this company. their clothes are cute and their prices are decent but customer service is simply awful. The staff are hit and miss. Some are helpful. Others are not. In fact, at times, they are downright rude. The home section of the store seems nice but I would never chance purchasing a large item due to the complete lack of...

The only reason I am giving this rating one star is because I have the furniture piece. But the journey getting there was a complete nightmare! 8 weeks ago I ordered a credenza, their systems were down so a receipt was texted to me and I was assured the piece would be delivered to the store the week of June 25th. By Saturday the 30th, I hadn't gotten a call so I called them and was told by the sales girl that my piece was in fact there, it had been delivered, they had forgotten to call me but it was ready for pickup. Awesome right? Got there Sunday morning to pick it up, one young gentleman working in the store. The systems were down again! So he tried manually to find my piece and then disappeared into the warehouse for about 20 minutes. He came out and said he couldn't find it. My husband and I offered to come back the next morning when there may be other people working if that would make it easier. He said that would be awesome! So my husband got there first thing Monday morning to get the piece. The sales girl looked it up in the system that was now up, and said weird! That piece sold out like 4 months ago and isn't being made anymore. We were told to sell all of the floor models! There's no new piece in the back for you, I have no idea what everyone else was saying. Oh my God! Not only could I have had my piece 8 weeks ago, had I take it home the floor model, but I could have saved myself all of this complete and total insane back and forth. I've read numerous other reviews now about similar nightmare stories, and no matter how nice the furniture in this store or anything else they have, we will never shop...