Complaints

This profile includes complaints for At Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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At Home has 39 locations, listed below.

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  At Home

  1600 E Plano Pkwy Plano, TX 75074-8124

• 

  At Home

  1717 E Spring Creek Pkwy Plano, TX 75074

• 

  At Home

  2825 3rd Ave Bronx, NY 10455

• 

  Garden Ridge

  4874 Houston Rd. Florence, KY 41042

• 

  At Home the Home Decor Superstore

  1401 Memorial Pkwy NW Huntsville, AL 35801

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $200 in the store, and applied for their credit card. The mamager had to override the transaction because I preferred to use my credit card. So, I know the manager is a heavy-set black woman. The next day, I had returned a few things. Today, I called to cancel the card as there was no phone number on the handouts. It went to voice mail, but no voice mail came on.I called back and got the manager. I told her I need to cancel the card and she said I have to call the company, and that the phone number is on the handout. I asked if she had a handout there to find the number, and she hung up on me!! Really?!?You've actually got this person in a management position who has a nasty attitude. After having pleasant experiences with the other employees who were sales oriented, and knew how to act, am quite disgusted. I called back repeatedly (5 times) and she would not pick up the phone! Outrageous!

  Business Response

  Date: 06/04/2025

  Hi *******, We sincerely apologize for the negative experience you had attempting to contact our store. You may reach out to credit card customer care for assistance at **************. 

  Customer Answer

  Date: 06/04/2025

  I have reviewed the business's response and accept this resolution. I was able to call the number provided and close the card. Thank you!!!

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a two-star review for the counter stools I purchased, detailing how the material bubbles up after sitting on them, requiring constant smoothing. However, the company hasn't posted it. What's concerning is that I only see 4-star and higher ratings for this item, making me suspect less favorable feedback is being filtered.When I contacted customer service, I was told my review might not appear because other customers hadn't reported a similar issue. I find this policy completely unacceptable and deceptive. The whole point of customer reviews is to offer a full, unbiased picture of a product. If a company only publishes positive reviews, or only those without "common" issues, they're actively hiding genuine customer experiences. This prevents potential buyers from making truly informed decisions. All reviews, as long as they follow basic content rules, should be postedregardless of their star rating.

  Business Response

  Date: 05/30/2025

  Hi *****,

  Thank you for reaching out and sharing your concerns. We want to sincerely apologize that your review is not currently visible on our website, we understand how important it is for all customer feedback to be seen and heard.
  

  Please know that we are committed to posting every verifiable review, regardless of star rating, as long as it complies with our content guidelines (e.g., no profanity, personally identifiable information, or unrelated content). We absolutely agree that reviews should offer an honest and balanced perspective to help other customers make informed decisions. When looking at the reviews to see the 1 star reviews it is necessary to click on the 1-star line. 
  

  We're sorry for any confusion caused by our previous response, and I understand how frustrating this must be. We've escalated this to our internal team to look into why your review may not have appeared. If you're willing, wed appreciate it if you could share a copy or details of your original review so we can ensure it receives the attention it deserves.
  

  Thank you again for bringing this to our attention, and for taking the time to share your experience.

  Customer Answer

  Date: 06/02/2025

  The company requested the details of my original review:

  I really liked how easy these counter stools were to assemble, and they looked great initially. However, the appeal quickly faded once we started using them. The material bubbles up every time someone sits on them, and I'm constantly smoothing them out, which is incredibly frustrating. I would have returned them, but unfortunately, I'd already gotten rid of the packaging.

   

   It's hard to believe no one else has encountered the issue I've experienced. I would have to be incredibly unlucky to have received the only two chairs with this problem. I submitted the review 3 times with no luck. I won't be satisfied until its posted. If I had read a similar review prior to purchase I definitely would not have purchased these. 

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:   

  The company requested the details of my original review:

  I really liked how easy these counter stools were to assemble, and they looked great initially. However, the appeal quickly faded once we started using them. The material bubbles up every time someone sits on them, and I'm constantly smoothing them out, which is incredibly frustrating. I would have returned them, but unfortunately, I'd already gotten rid of the packaging.

   

   It's hard to believe no one else has encountered the issue I've experienced. I would have to be incredibly unlucky to have received the only two chairs with this problem. I submitted the review 3 times with no luck. I won't be satisfied until its posted. If I had read a similar review prior to purchase I definitely would not have purchased these. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/20/25 I placed an order with this facility in the amount of $117.69. I selected next day delivery with this purchase. Today is 05/27/25 and I still do not have my order. I called the store the lady I spoke with took my info & advised she would call back. She called me back & advised in a voicemail that they checked the cameras & saw that the item was picked up. She advised I could come to the store & select a new item. Since Im unable to drive all the way to their store to pick up the item I called back and the manager who would not provide his name said I would need to contact **** if I wanted a refund. I have no information, transactions or dealings with **** so Im not sure why I would be calling them. I told him since I ordered from the at home store & the item is not tracking that they should be able to issue the refund. He advised that they cant do that. I asked him for his name & the phone number for their corporate ************* would not provide either. I located their number for corporate online and its an auto message to send an email. No option to speak with anyone. Since this is a transaction that I have proof has not been delivered I just want my refund. The online tracking even states that the order is not tracking because it has not been collected. Im not sure why this location is being so difficult with my refund and why the manager is being so rude about it.

  Business Response

  Date: 05/29/2025

  Hi *******, We sincerely apologize that your order was not delivered. WE have processed a refund back to your card ending in 8823 in the amount of $117.69. Please allow 5-7 days for the funds to show in your account. 

  Customer Answer

  Date: 06/04/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a patio couch online, but unfortunately, it turned out to be very uncomfortable. After researching the return policy on the stores website, I followed the instructions and brought the item to the nearest location for a return (****************).Upon arriving, I asked the first associate I saw how to proceed with returning the couch. She was genuinely kind and responded, Good question, before consulting a second associatean older womanwho immediately said the task was too difficult for her and suggested calling someone else for help.While we waited, the second associate, who was assisting another customer, looked over at me and, in a rather snarky tone, said, You know well have to inspect the couch, right? I calmly replied, Of course. She then asked for my e-receipt. I explained that I never received one, but I had a text message with the order number and proof of purchase on the website.Soon, a third associate arrived and instructed me to bring the couch inside. After doing so, she called over a fourth associate and then walked away, whispering and pointing at the couchwhich, by the way, was practically brand new.The last associate asked why I was returning it, and I explained that it was simply uncomfortable. The third associate asked if I was a Perks member. I confirmed that I was and provided my phone number. She then pulled up my order and acknowledged ***** that point, the fourth associate gave her a look that said, We have no choicewe have to accept the return. The third associate processed it but then told me, You wont be allowed to return anything here ever again. I asked why, and she vaguely replied that the return policy had changed, offering no clear explanation about how that affected me specifically.Due to the poor customer service and the way I was made to feellike I was doing something wrongI have decided I will never shop at At Home stores again. Youve lost a customer for good.

  Business Response

  Date: 05/29/2025

  Greetings, 

  Thank you for taking the time to share your recent experience at our ********** location. We want to sincerely apologize for the way your return was handled, both in terms of process and, most importantly, how you were made to feel. What you described does not reflect the level of respect, service, or professionalism we expect from our team members.
  

  Please know that your feedback is being taken very seriously, and we are escalating this matter to our upper management team at the store and district level for immediate review. Every customer deserves to be treated with kindness, clarity, and fairness, and Im deeply sorry that this was not your experience.

  While we realize this situation has understandably impacted your trust in our brand, we want you to know that we are committed to addressing this internally and ensuring it is not repeated.

  Customer Answer

  Date: 05/29/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/19/25 I purchased several items on this stores clearance table. Each item had a red 50% off sticker placed somewhere on each item. The price sticker listing the price was placed on each item as well, however, under that sticker was another bar coded sticker listing the original price of the item and in all cases was less than the top sticker, sometimes several dollars less!Because of this deceitful business practice, I was actually not paying 50% less for each item, but 50% less of the inflated price sticker. This is public deception and this company needs to be called out for this! Please see one example in uploaded photo...

  Business Response

  Date: 05/20/2025

  We needed to change the price of some of our products because the cost to make and ship home **** products has risen dramatically in the last year. This has resulted in necessary price increases across the entire home dcor category on the products most impacted by these cost increases. Despite that, At Home is committed to offering the biggest selection of take-it-home today **** at the best prices anywhere. We encourage you to compare our prices, and we continue to stand by our Best Price Promise. Please reach out to our corporate customer care team at ******************************************* for additional information. 
  

  Customer Answer

  Date: 05/20/2025

  I am rejecting this response because:   The public needs to be made aware of your sticker price increase reasons on clearance items OR the original price stickers need to be removed before the clearance red stickers are placed on items. I can't be the only shopper who has noticed the practice of pricing up then marking down that you utilize. Not all your clearance items are marked this way, so the blanket response you shared doesn't make sense that ALL prices are going up per online order issues. When I see this happening, I can only assume you can't move certain product lines but yet you still want to make as much profit even off THESE items. I would hope you place some value on the public's opinion of your business practices, and you would want to have customers return to your **********************. I strongly suggest you post your store statement (on your clearance tables) that different prices on the merchandise is a reflection of rising online costs or instruct your staff to remove existing price stickers before placing them on clearance. The appearance of improper business practices can ruin a company's credibility and damage their reputation permanently.

  As a small business owner, I make sure my business practices are transparent to all my clients. If I didn't, I wouldn't be in business at all.

  Business Response

  Date: 05/20/2025

  Hello, we're very sorry that the old price was not removed from the merchandise and will be happy to work with you towards a resolution. Please contact our *********************** team for further assistance at *********************************************************************. 

  Customer Answer

  Date: 05/20/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: May 8, 2025. I purchased which was suppose to be two "new pictures" from the At Home website. Upon arrival, I received one of the two pictures intact, the other appeared to be a previous purchase that was returned. (Attached are both pictures for comparison). I reached out to **************** and the response was they could offer 15% off my purchase or I could order another picture. I felt this was unsatisfactory because ordering again meant I would have to pay an additional shipping of charge of $12.00 and also risk receiving another used item because the picture is low in stock. I would like a new picture shipped free of charge, (I will return the used the picture) or the amount of the shipping charges waived if I decide to order the same item or similar if this particular picture is out of stock.

  Business Response

  Date: 05/13/2025

  Hi Valencia,
  We sincerely apologize that one of the pictures you received with your order arrived defective. As a courtesy, weve refunded the shipping cost to your ****** account.
  Youre welcome to return the defective item to any At Home store at your convenience. If youd prefer to ship it back, wed be happy to email you a return label.
  At this time, were unable to send replacement items, and we truly apologize for that inconvenience. Please let us know how youd like to proceed.
  

  Customer Answer

  Date: 05/17/2025

  I have reviewed the business response and accept this resolution. I am requesting a mailing label to return the picture.

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items online yesterday, 4/15/25 and was charged two more times for amounts that are different from my purchase amount. I contacted the store and they were not able to assist since it was an online order. I looked at my account online and no other orders were shipped. I really do not want to close my credit card. Id like to know what happened. Also, who received this supposed order.

  Business Response

  Date: 04/16/2025

  Hi **********,

  We apologize for the inconvenience. At this time, were not showing an order associated with the email address ****************** If the order did not process successfully, you may be seeing a pre-authorization hold, which typically releases within 35 business days, depending on your financial institution. 

  If you were fully charged, please send documentation showing the completed charge to our *********************** team so we can review and process a refund if applicable. You can email the details to ********************************************

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/21/2025 tried to place an order for a patio set ( ***** Driftwood Finish Acacia Wood with Ash Cushions Swivel Patio Armchair). I selected to be delivered to ***** and your site stated it is available for delivery. However, when you get to the states drop down box DC is not listed. I've contacted your customer service team numerous times today and they are of no help. They stated because there are no stores in ** that is why it is not listed. What does having a store in ** have to do with delivery? If that is the case, residents in ** would not get numerous items due to we are a small city and many stores are not able to place businesses here due to limited space. Can you please help as I explained this is really a system error and DC may have been omitted by accident. If you didn't ship or deliver to ** it would have this listed on your site and it doesn't,

  Business Response

  Date: 03/25/2025

  Hi *******, 

  We sincerely apologize for the inconvenience caused by the website being down. I understand how frustrating that must have been, and I truly appreciate your patience.
  Additionally, I want to inform you that **************** cannot be selected as a delivery or shipping address for any orders placed through our website. I apologize for any confusion this may have caused.
  

  Please let me know if theres anything else I can do to assist you.

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this bedspread from the At Home web page for delivery. The delivery was on time and flawless, but I cannot say the same for the bedspread, It is full of flaws and looks as though At Home tried to stitch up repairs. I have emailed them in regards to settling this issue, either replacement or refund, and they have not responded to any of the emails. I paid $99.99 plus tax for this item, and this is not $99.99 merchandise.

  Business Response

  Date: 03/25/2025

  Hi ********, We show an order from December of 2025 with a 7pc King ********* Set. Is this the item in question? At Home has a 90 day return policy. You can also reach our *********************** team at ******************************************* or live chat with an agent from the website for assistance. 

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   

  I tried and tried to contact At Home via phone and chat, and thewy never acknowledged, or they did not answer or have a live chat agent available it said. I am requesting a refund for the $99.99 plus tax and shipping. This comforter was sold damaged.

  Customer Answer

  Date: 03/31/2025

  In retaliation for this complaint, they have closed my credit account, which made my credit score go down. I am also reporting this to the *********************.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unlawful arrests and car impoundment at 2201 N.W. ********* *************, **. The manager at this Retail store called the authorities on a friend of mine on 3/2/2025 around 8:00 pm saying he was trespassing. He was in my car in the parking lot, not in the store, and got arrested. My car ended up being towed from the parking lot on 3/2/2025. It was not illegally parked it was in a parking space. The officer said it would be okay till I could come get it the next afternoon on 3/3/2025. I went to pick it up around 5:00 pm on 3/3/2025 and it was not there. I went in and asked for the information on where my car was and he called authorities on me as well not giving the information I asked him for until he was told to by the officer. Now I have to pay for something he wrongfully made happen or not have my ********** there any legal way of stopping him from doing this to someone else?Thank you, ******* ***** The next a

  Business Response

  Date: 03/19/2025

  We sincerely apologize for any frustration and inconvenience this situation has caused you. We understand how upsetting this must be.
  
  Regarding the incident, the individual in question was arrested on state charges by law enforcement. At Home was not responsible for the towing of your vehicle, as this matter was handled by the authorities. While we regret any difficulties this may have caused, we do not have control over police procedures or towing decisions.
  
  If you need further details regarding the towing of your vehicle, We recommend reaching out directly to the police department that handled the arrest, as they would have the most accurate information.
  
  Officer **** case # ****-0015341
  

  Customer Answer

  Date: 03/24/2025

  I am rejecting this response because:   

  The police officer did not tow my car off the manager at that store called the towing company. Which  there was no reason for him to cost me ******. I was there within 12 hours after the incident occurred. 

  Business Response

  Date: 03/24/2025

  We understand your frustration regarding the towing of your vehicle. At the time of the incident, we were provided with the towing companys contact information by the arresting officer and followed their direction. We do not make decisions regarding towing in these situations, and we recommend reaching out directly to the police department for further clarification.