Downeast Home and Clothing — Local services in Logan

1/8/2021

Stay away from this store. My wife and I purchased a couch from them 3 months or so ago. We just received most of the pieces of the couch today since it was on back order. We opened 2 of the boxes and both sections of the couch we opened the lining that lines the bottom of the furniture was ripped. My wife just went back into the store and talked to Kim the store manager. She said she wouldn’t do anything to help and suggested we just ripped the lining off the bottom of all the couches. That is unacceptable. We just paid around $3k and want the couches to be new and undamaged when we receive them. All we wanted was they to be repaired or a discount off the couch since it was damaged and we would pay to fix them. Kim needs a little lesson on customer service. I would suggest going to a different downeast or shopping at a different store all together.

1/9/2021

But wait it gets even better. Since the manager offered to do nothing my wife had them refund us for the couch. An hour or so later the manager called and no says she can give us 10% off the damage pieces and also have them fixed for us. My wife told the manager she would talk with me then get back to her. After we talked and agreed we are good with that result she called back to get everything squared away. Now manager is saying since we got a refund and had only picked up some of the sections of the couch we will have to wait until the Feb to get the rest of it. But that’s not all. When we bought it we got 25% off and she will no longer honor that. So if we want to get the couch we will have to pay more for it and wait 2 more months. I am shocked by Kim the manger....

We ordered a comfortable and styish chair that will be available to pick up at the store the end of next week. We had great customer service while shopping and purchasing the chair. The sales associate informed us of the our delivery options either to pay $125.00 to have it delivered to our home and wait until mid November which is 60 days from now to receive it or pick it up in front of the store at the curb. Of course we wanted the chair sooner than mid November, so we chose to pick it up ourselves. We were then informed that the chair would be carried out of the store and placed on the sidewalk in front because the Downeast associates are not allowed to help lift the piece of furniture into the vehicle. The women who we talked with at the time of purchase who's name tag said general manager told us that the associate cannot lift the furniture into the vehicle because of liability reasons. This causes us to question a little bit about Downeast's customer service. At another furniture store down the road from Downeast - their associates will help lift furniture into customers vehicles - but Downeast chooses to not serve their customers in helping them get their furniture loaded into the vehicle? We sure hope we enjoy the quality and look of the chair or this might be the last time we purchase furniture...

Loved the showroom and furniture. Ordered a living room set in April. Was told the table would be there the end of April, the couch in May, and the chairs in July. Fine, okay. Checked on it in store too and was asked why we weren’t updated. Was told they text the info and would show me but they didn’t. I checked my husbands phone and there was only one message from when we ordered. Then it becomes sometime in July and sometime in August. (Got that message.) Okay. Checked on our order now that July is gone and told October. Excuses given were Covid, then the boat in the canal that backed everything up, then told it was Covid in India. No excuse for this time. Canceled our order. Would like to know how to get our interest back on our credit card we used and made payments on in the meanwhile. I have to wonder how many orders they get canceled. Also, bought jeans which I loved at first but they are quickly falling apart. Apparently look cute but aren’t quality. P.S. Update: we went to Curate Company on Main Street. Such an amazing place and they have excellent taste and suggestions. Was able to get my living room set and it’s getting delivered in three days. One thing was ordered and might take...