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Business Profile

Department Stores

At Home

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

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

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At Home has 39 locations, listed below.

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    Customer Complaints Summary

    • 103 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2024

      Type:Order Issues
      Status:
      Answered
      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 placed an order with At Home on ******** Nov 28, 2024 for a Smart Touch Screen Calendar. I paid with a credit card and have not received it. The tracking link does not work. Please advise how I can get my money back or receive the item.

      Business Response

      Date: 01/10/2025

      We do apologize, but we have been made aware of a few fake websites impersonating At Home and are fighting to get these pages removed. Below is the only link we have for ordering! We recommend contacting your financial institution or bank for assistance. Could you please share the link where you made your purchase? We'd like to get our legal team involved to help prevent this from happening again! Please send to ********************************************************************* 

      We only sell from our website ****************************** never from a social media site. 

    • Initial Complaint

      Date:12/13/2024

      Type:Billing Issues
      Status:
      Answered
      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 received a notice from my card company that my credit was reduced i called them to ask why they told me that at home filed something about being delayed payment I said what!! I don't owe them my bill has been paid in full as of 06/13/24 I have been un able to reach the company.

      Business Response

      Date: 12/16/2024

      Greetings, 

      Our in store credit card is handled by **************. Please reach out to credit card customer care for assistance with your credit card account. You may reach them at **************. 

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They charged my card and then said i need to use a different card i do not have an order number

      Business Response

      Date: 12/12/2024

      Greetings, We show an order matching the payment method provided. The order is *********** placed on 12/12/2024. You may reach out to our corporate customer care team for further assistance if needed at ******************************************** You will receive an email with ***** tracking information once the order ships. 

    • Initial Complaint

      Date:12/11/2024

      Type:Delivery Issues
      Status:
      Answered
      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 a Christmas tree from at Homes website on November 28, 2024. The item was delivered to my home on November 29, 2024. Upon arrival I noticed that the tree was not the one I had ordered. I contacted customer service on November 30, 2024. I provided photos of the item I received and screenshots of the item I ordered along with the product code on the item. I have contacted customer multiple times and they have not been cooperative.

      Business Response

      Date: 12/12/2024

      Hi *****, We have issued a full refund back to your ****** account. 

    • Initial Complaint

      Date:12/06/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 placed an order on Wednesday afternoon for two clocks as I could not get to the store to purchase them there the store sent my order - which I paid for - via ******** last night when the driver showed up, she had a completely wrong order. She said she would call to see what to do next and then she took a picture of the wrong product. Left it on our porch and submitted it as completed. I called the local store here last night and they wanted me to bring back the wrong product and to re-purchase the product. I had already purchased there. I told them I could not do that which was why I ordered online they seem to have no idea what to do and said that someone would have to call me back. It's now today at 12:30 PM. No one called me back so I called the store again and spoke with the manager, she said that she would have to call headquarters to see what to do next. I think this is absolutely insane. They just need to send my order again. It is sitting in the store, I paid $183 for it. I paid for it to get delivered yesterday and now I can get no service. I want my order delivered and I want it delivered ASAP. Order #*********** ************ ********* ******

      Business Response

      Date: 12/09/2024

      Hi *********,

      We sincerely apologize that you received the wrong order. We followed up with the management team at our ******* store who advised the correct order was delivered to you. If you need further assistance, please reach out to us directly at ********************************************************************* 

      Customer Answer

      Date: 12/09/2024

      I have reviewed the business response and accept this resolution, only because I was delivered the product finally after making several phone calls and having to track them down online.

       

    • Initial Complaint

      Date:12/02/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 11/29/29 I made a $97.11 purchase and my small white musical nativity was left out of my bag. My receipt is attached.I tried to call the store to address the issue. Contact **************** or **************** is impossible. I am from ****** ** and am unable to talk to the store.The nativity was a gift for my daughter. She loved the nativity and has since purchased the item a 2nd time. Her online order number is *************. Her receipt is attached.Please refund my $19.99 plus tax ( Texas ) rate.

      Business Response

      Date: 12/02/2024

      Hi April. We are very sorry an item was left out of your order. We have issued a full refund back to your card ending in 4038 for the amount of $21.19. Please allow 7-10 days for the refund to process. 

      Card ending with 4038
      Transaction date:
      12/02/2024
      Amount Refunded:
      $21.19

      Customer Answer

      Date: 12/04/2024

      I have reviewed the business response and accept this resolution.  Thank you!

    • Initial Complaint

      Date:11/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a Christmas tree from the ************ store. Opened it on 11/10/2024 to find it is not the correct tree in the box. Called the store when they opened at 9am and was instructed to come in at 12:30 when the store manager arrived. Went to the store, was yelled by the store manager, and he would not help me get the correct tree. This was almost a $600 tree and he kept telling me there was nothing he could do about it. Im now out $600 and cant even set the tree up that was in the box because it doesnt fit in the base. Please us caution with At Home and the products they sell and how the handle issues

      Business Response

      Date: 11/27/2024

      HI *****, As mentioned during your previous interaction with our customer care team, we require a copy of the purchase receipt or a bank/credit card statement to locate the transaction. Once we have this information, we can proceed with processing a refund. Thank you, and we look forward to resolving this matter once proof of purchase is provided.

      Customer Answer

      Date: 11/27/2024

      I am rejecting this response because:   I have sent the requested information three times and they have confirmed they have received it. I provided proof to them that they received it. 

    • Initial Complaint

      Date:10/25/2024

      Type:Product Issues
      Status:
      Answered
      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 made an online purchase, on October 21, 2024, of 58 disco ***** for an event that I'm producing for a client. The next day I got spammed with a bunch of confusing emails, with different quantities, stating that my order was canceled. They ran out of stock. How can on their website appear they have it available and hours later they say they didn't have it in stock?At the end I found out they managed to send me 6 ***** out of 58, which does not meet my needs with this project. I ask to ****** the whole purchase and they said it was not possible. But I wouldn't be charged for the canceled items, 52 disco *****.The problem is that on my bank account I have a total of $838.20 on hold from them. It has been 4 days now, I have reached out to my bank provider( ***************) and they said that the store never finalized the transaction on their end.I contacted the store 3 times by now trying to resolve it and nothing was done or resolved.I still need to buy this from another vender, the event is in a week and the money is stuck there. The bank said if the store did not charge me in the next days, it would take up to 10 business day for the whole transaction fall out. The fastest way would be for the store finalize the operation, once they did not have the product and didn't finalize the ************ I'm going to have a big issue with my client because I still need to buy the material I can't wait 10 business day when the event is within a week from now.

      Business Response

      Date: 11/27/2024

      Hello. we are very sorry we were unable to fulfill your order. The item was sold out of stock. e charged your ****** account the amount of $110.56 for the 6 items that were available. 

    • Initial Complaint

      Date:09/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      **** went up again to 132. Bucks..not paying this ridiculous amount. Every year we go through this. Shouldn't have too. My bill a year ago was 70 bucks..then it went up to 120 then to 80 them to 90. 90 is still too high..I want it back down to 70 bucks. You either credit me and leave it there or I am leaving. So tired of this..I don't even get channels I want and I pay out the ****.

      Business Response

      Date: 09/23/2024

      Greetings *** *******,

      We beleive you may have filed with the wrong company. We are At Home a home decor store (******************************). We do not offer phone service and are not affiliated with AT&T. 

      Customer Answer

      Date: 09/23/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:09/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Purchased a Mango Wood Accent Cabinet from "At Home", which was infested with TERMITES. We initially thought the saw dust appearing in and around the cabinet was left over from the manufacturing process, but it kept appearing after clean-up. Suspecting termites, we sprayed with a termite poison to discover several dead termites in the cabinet ledges. Just hope they did not spread to my home and confined to the cabinet. We aim to return the cabinet for a refund, but wish to protect other buyers who may purchase one of these

      Business Response

      Date: 09/13/2024

      We are very sorry for this experience. Please reach out to our corporate customer care team for immediate assistance at *******************************************. 

      Customer Answer

      Date: 09/13/2024

      I have reviewed the business response and accept this resolution. I have already received a refund, But the bigger concern is

      1.Wood boring insects from a foreign country possibly affecting my home

      2. At Home's inventory being sold to other customers possibly unaware they may have wood boring insects in purchased wooden furniture.

      3. It appears At Home doesn't realize the gravity of this environmental hazard.

      But, I tried. Thanks,

      *******************************

    At Home is NOT a BBB Accredited Business.

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