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

  1600 E Plano Pkwy Plano, TX 75074-8124

• 

  At Home

  South Hills Mall,838 South Rd. Poughkeepsie, NY 12601

• 

  At Home

  1996 Pavillon Way Lexington, KY 40509

• 

  At Home

  2244 S Reynolds Rd Toledo, OH 43614

• 

  At Home

  6103 Landmark Center Blvd. Greensboro, NC 27407

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:03/26/2024

  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 tried to purchase a product from the company online. In which they contacted me and said the product isn't in stock. I've been waiting for a refund and have yet to receive my money back. I called my bank an they said the funds have not been refunded to my card. I WANT A FULL REFUND IMMEDIATELY!!!!

  Business Response

  Date: 04/01/2024

  Hello,
  We apologize for the inconvenience caused by the processing issue with your order and the pending authorization. If the payment has indeed been processed, kindly provide us with a screenshot of the complete charge, and we will arrange for a refund accordingly. Typically, pending holds are released by your bank within 3-5 business days. Please send information to ******************************************* 
  Thank you for your understanding.

• Initial Complaint

  Date:03/21/2024

  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.

  The At Home Store Director I believe her name is ***************************. She was very rude and not helpful at all. Seemed to just be there to get a check and go home. Treated employees rude and favored an older lady worker and the guys. This is no way for At Home to be running a business.

  Business Response

  Date: 04/09/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the negative experience you had with our Store Director, ***************************. It's deeply concerning to hear about her behavior and the impact it had on your perception of our store.
  

  Please rest assured that we take such feedback very seriously, and we will investigate this issue thoroughly. At Home is committed to providing a positive and respectful environment for both our customers and employees, and behavior that goes against our values will not be tolerated.
  

  We truly appreciate you taking the time to share your concerns with us. If there's anything else you would like to add you can reach our corporate customer care team via email at *******************************************

• Initial Complaint

  Date:03/13/2024

  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.

  Placed an order *********** for an accent chair, curtain rod and curtains for the window in which the order was picked up by someone other than myself even though my name is the only name on the order listed to be able to pick up this order. Why have it where you can list pick up names if youre not going to acknowledge looking at peoples ID to CHECK to make sure youre giving the order to the correct car/person. **************** isnt being very fast and efficient in getting this resolved and seeing who my order was given to even though its the stores fault for not checking proper identification or this wouldnt have happened.

  Business Response

  Date: 03/18/2024

  Hello ************************,

  After thorough review, we can confirm that your items were successfully picked up and verified at the designated location. The individual who initiated the curbside alert provided all the necessary information, including the order number, email, and ID, which enabled us to release the items securely.

  Customer Answer

  Date: 03/18/2024

  I am rejecting this response because:   I dont care what says what or who had what Info to pick up MY ORDER. 

  My name was under the order so why is ANYONE other than myself being allowed to pick up this order? Why do you have a spot to add pick up people if your not going to abide by this. Ive never had an issue before picking up here. Really this is fraud, and theft and the fact that you refuse to return MY money or give me my order is ridiculous and I will be filing a report against your company. 

  Business Response

  Date: 03/19/2024

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

  The person who retrieved the order provided the full email address along with the order number. They initiated a curbside alert through our system, which indicates they had the necessary access and authorization to do so. Additionally, the customer mentioned they were picking up the order for their husband, providing further verification. In addition, presenting the order number, they later produced an ID, reinforcing their association with the order. 

  Given all of this information, we are unable to credit you for this order. If you'd like to speak with our Loss Prevention team about this, we'd be happy to put you in touch with them. Please respond to the direct email at ******************************************* 

  Customer Answer

  Date: 03/19/2024

  I am rejecting this response because:   Now you telling me they produced an ** to you but before when I spoke to customer service I was told they didnt show an ** only an order number? 
  hmmm? Sounds like your lying to me. I need to see this video of this said person showing their ** because your lying. Im getting many different stories from your team. But again, Id love to see this video of the ** being shown. 

• Initial Complaint

  Date:03/11/2024

  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 bought a rolling toy cart from At Home, it was the last one on the shelve that I could see. When I got home and was putting it together it was missing the wheels( Part D 2each, reference number F10518 and Part E 2 each, reference number F10519. When I called the ******** care team I was told there is nothing they could do about it because they do not make those parts anymore.

  Business Response

  Date: 03/14/2024

  Greetings,

  We extend our sincerest apologies for the inconvenience caused by the missing wheels on the item you recently purchased from **. Ensuring the satisfaction of our customers is our top priority, and we understand the frustration this situation may have caused you. To resolve this matter promptly, we offer you the option to return the item to any of our store locations within 90 days of the purchase date for a full refund.

  If you require any further assistance or have any questions regarding the return process, please do not hesitate to contact our dedicated customer care team at ******************************************** They are available to provide you with the necessary support and guidance to address your concerns.

• Initial Complaint

  Date:02/29/2024

  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 started service with **** and at the time I made sure to question what the bill would be monthly. I was assured it wouldnt be over $240 which is the only reason I decided to switch to ****. My first bill came in at $195 then second bill came in at over $600. Who can afford to pay that and especially without any notice or explanation. I chatted with a rep who said I can dispute charges but did nothing to help but instead set up an arrnagement to get me time to pay the bill or dispute charges. DUe to the death of my sister, I havent had a chance to do so until today. THis needs to be rectified and agents need to be trained to not just say anything to get a sale. Even this months bill was for over $300. I cant afford to pay that $600 bill especially when there is no valid reason as to why the bill is for this amount.

  Business Response

  Date: 03/05/2024

  Greetings, we believe you have filed with the wrong company. We are At Home a home decor store (www.athome.com). We do not sell phones or phone service. 

  Thanks, 

• Initial Complaint

  Date:02/02/2024

  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 ordered on line the Ezra ******* from the ********, ** store. I authorized my sister to pick it up. When she picked it up, they gave her the assembled and damaged floor model. The website did not represent they were selling a floor model. I ordered a *************** unassembled product. I contacted them and the only remedy offered is for me to drive 300 miles to another store. They refuse to ship a new one to me at their cost. They have acted fraudulently and deceptively, and refuse to remedy it.

  Business Response

  Date: 02/06/2024

  Greetings, We are very sorry to hear that the delivered item you received was defective. Our Farragut does is sold out of the item and we are unable to ship the item due to the size and weight of the item. We will be happy to issue a full refund for the item once it is returned to the store. If you would be interested in keeping the item, we also can issue a discount. It would be necessary to send pictures of the defects to our corporate customer care team for a refund to be issued back to your PayPal account. Please send to ******************************************* 

• Initial Complaint

  Date:01/26/2024

  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 am not receiving email or paper bills. I call to find out what is going on and am told we owe $82.75 when I was told by the President's ****** we would have a credit for the 2 weeks we had no phone after payment of $ 196 and now I'm being told there is a $50 connection fee. The is has been a NIGHTMARE trying to restore ************ 572 and then keeping us waiting for 2 weeks and then getting phone calls from the President's ****** to apologize and here we are.My Mother is 91 and had no phone for 2 weeks. I NOWi HAD TO PAY $82.75 I have been through countless reps on the phone that are clueless, it is ridiculous how badly trained these folks are; EMBARRASSING!

  Customer Answer

  Date: 01/30/2024

  I have tried to link the "new" ************* account and once I click on continue its just spinning for ever nothing hapens

  Business Response

  Date: 01/31/2024

  Greetings, It appears that the complaint has been filed with the incorrect company. This is At Home a home decor store (www.athome.com) We do not provide a phone service. Thank you for your time. 

• Initial Complaint

  Date:01/21/2024

  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.

  I purchased a Christmas tree ($121.77) on 12/14/2023, but it did not include the leg of the tree (defective item as it did not include all required parts). I returned the item on 1/18/2024 assuming I would get full refund based on their return policy "If an item you purchased is damaged or defective, please return it within 60 days to your nearest store for a refund."However, I only received $40.58 (25% of original value) because of their another return policy "Christmas merchandise returned after December 25 will be refunded for the current price of the items, even with the original receipt" as At Home currently has 75% off promotion on Christmas items. I have tried to get clear answer on what is the return policy for defective Christmas items after 12/25, but I received a response from the customer care team saying "We do not have a specific policy in place for damaged Christmas items that are returned after Christmas, however, we feel it's the right this to do to help with the refund as much as we're able to." with a refund in the form of an e-gift card. Please help me investigate as it does not make sense I cannot get full refund for an item that was defective.

  Business Response

  Date: 01/24/2024

  Greetings,

  We apologize for any confusion around out after Christmas return policy. We show the original purchase on 12/14/2023. The defective item would need to be returned before 12/24/2023 to receive a full refund. Any seasonal item returned after December 25, will be refunded at the current price of the item. What we can do is email you a gift card for the difference in pricing in the amount of $81.19. This will be corresponded to you on your open ticket with At Homes customer care team ticket number ******. 

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

  Thank you, 

  Customer Answer

  Date: 01/29/2024

  I have reviewed the business response and accept this resolution. 
  

  please send refund e-gift card to ******************

• Initial Complaint

  Date:01/10/2024

  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 moved my entire family from ******* to ***** We upgraded all our existing iPhones to new iPhones where they purchased our old iPhones and mailed us boxes to send our old iPhones. We sent all the phones back and have receipts for the tracking. They keep sending me notifications that they did not receive my wifes phone. *** spent numerous hours on calls with their customer service where I provided the tracking number and they continued to charge me $1000 for not receiving her phone. They have had the worst customer service through this whole process and now they are trying to rob us of $1000 when we sent all the phones as instructed. Theyve also sent me bills with numerous unknown charges and when I try to get a hold of anyone they dont help and they waste my time. I also flew to another country for vacation and they charged me every day for internet when it didnt work.

  Business Response

  Date: 01/16/2024

  Greetings, 

  You are filing your complaint with At Home, a home decor store (www.athome.com) We believe you have filed with the wrong company. Our customer care team can be reached at ***************************************** 

  Thanks,

• Initial Complaint

  Date:12/28/2023

  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.

  Entered by BBB Staff - lj Consumer purchased a nativity scene candle holder on December 6, 2023. Paid $19.99 plus tax. This was one of many items she purchased. Consumer tried to return the product last night. It was not used in their decorations. The company would only refund one half. $10.71. Consumer told they would only refund one half after Christmas. This policy was posted in the store and on the receipt. Consumer feels the company is taking $10 from her. They can resell the product for the full price. .

  Business Response

  Date: 01/03/2024

  Hello, 

  We're really sorry for any confusion with our return policy for Seasonal/Christmas items. 
  
  Any item categorized in our ***************************** that's returned after December 25 will only be refunded at the current sale price, even if the product is purchased after December 25th and/or if the original receipt is present. If the merchandise is coded in the ****************************** the current price of that item is what will be refunded when the item is returned. This information can be found at the bottom of every receipt. You may reach our corporate customer care team via email at ******************************************* 

  Customer Answer

  Date: 03/18/2024

  I am rejecting this response because:   See attached.
  

  Business Response

  Date: 03/21/2024

  Greetings,

  Thank you for reaching out to us. For assistance with your refund, we kindly ask you to contact our corporate customer care team at ******************************************** Please include the necessary information and proof of return, and they will be happy to assist you further.