Coastal Home Co - Mattress Showroom — Local services in Lincoln City

Buyer Beware – Do Not Shop Here Our refrigerator died and needed to be replaced asap. We always support local businesses when possible and were thrilled when we found an in-stock replacement Frigidaire at Coastal Appliance. On a positive note, the sales person who helped us was great and they were able to arrange same day Saturday delivery and installation. Their crew set up the fridge, had us sign delivery papers, we gave each of the guys a twenty for the quick service, and they left. The unit needed to chill down to temp, and on the control panel the freezer temp light was blinking. We assumed this would stop once the unit reached proper temp since the delivery crew had not indicated it was an issue. We realized we had a problem the next day when the light was still blinking and the freezer had not reached proper cold temp. It was a Sunday and both Coastal and Frigidaire were closed. On Monday, Coastal was still closed and we need a working fridge asap. So we reached out to Frigidaire who had us try to reset the control panel (didn’t work) then arranged to send a repair technician. Until it was fixed we should not leave food in the fridge. The technician came at the end of the following week and said it was hopefully something that could be fixed with a new motherboard, if they were able to locate one.

We started to fear that we had a lemon on our hands so my husband contacted Coastal to see what our options were. This is when things went from bad to worse. The salesperson informed him that Coastal has a flat 72-hour return policy. Since we had reached out to Frigidaire instead of Coastal they were not liable for repair or replacement. I dug out our receipt and there was no notice of this policy on the receipt. Also not posted on the Coastal website. I called back and spoke with the salesperson again who said she would have the manager call us the next day. We did not receive a call, so we called back again. The store manager said that the policy is posted on a sign on the salesperson’s desk that we must not have seen. Also, she said that when we signed the delivery papers (which we were not given a copy of) we were agreeing that the refrigerator was operating as it should. I responded that it was impossible to know if any fridge was working correctly before it reached temp, if that was the case the crew would need to wait around for a couple of hours. She said it is her job to enforce the owner’s policies, it’s not her problem, her hands are tied. I asked her to reach out to the owners. She said they were on vacation, would not return for two weeks, and she would not reach out to them. I told her that we would give her over the weekend and until the end of the next business day to reach the owners. If we did not hear back we would start the chargeback process with our credit card company, report them to BBB, and write an online review. We did not hear back.

It has been over 2 months and Frigidaire's local repair has not yet been to get the fridge to work right. The motherboard has been replaced, now we are waiting on a new thermostat sensor. We hope that Coastal will do the right thing, stand by their products, and change their minds about replacing our fridge. If that happens I will happily update this review.

Edited 1/12/2022, replying to Owner's Response:

1. The refrigerator did not work correctly when your team delivered it to us on Saturday -- not after a couple of weeks. Your business is closed on Sunday-Monday so we called Frigidaire directly for help because we needed a working refrigerator asap. Your description of the situation is misleading.

2. It is dishonest to say that your sales team assisted us in anyway to start the warranty process. We were informed by your salesperson that Coastal would not help us. We asked to speak with your manager, who never did reach out, we had to track her down. This is the first time we have heard that your team has been in contact with Frigidaire.

Your response is inaccurate and...

Our oven broke down about a month ago and we wanted to keep our business local, so we checked out Coastal Home. We had never been in before. We were super impressed with their customer service and knowledge of appliances. Sahra was really helpful and even price matched before we bought and ended up saving us a few HUNDRED dollars by doing this. We bought a fridge as well, since ours was old and they could both be delivered the NEXT day. We looked at a few couches while we were there, since ours is on its last leg, literally. Delivery was smooth, and delivery guys were friendly, careful and quick. Today, we returned for a couch and got a close out deal, at an amazing price and we will be sitting pretty after it is delivered tomorrow. Again, next day service! Sahra and Mandy (owner) were both extremely helpful, knowledgeable and concerned about how this new couch would fit with our family (and dogs). No pressure to buy, just facts and competitive prices. It is rare to have an on sight owner so involved with the selling aspects. We left feeling excited about getting our new couch and confident in our purchase. Two great experiences! We are customers for life and strongly encourage anyone needing furniture, appliances, grills, beds, patio furniture or decor to stop in and check this store out! There is also one in Newport. ...

Please don’t use these people. The installation team spilled water on my carpeted stairs and on our living room floor. They also broke the drawer on the old washer they were moving downstairs for us. When I pointed out the mess the installation guy said he was unaware of the mess I was pointing out. When I called the store Ashley said she was on it. Then called a week later and said they would not make it right because we did not pay for the installation/ moving the washer. I did pay extra for moving it. Please don’t use these people. Their installation team will disrespect your home and...