Complaints

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

close

Find a Location

At Home has 39 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/27/2023

  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.

  12/21/2023 at 2:17 pm I placed order *********** for 3 elf on the shelf candy ******* totaling about $*****. I had a really strict budget of $100 for a tree, lights , and decorations, * when I checked at homes website to see if the order was filled it said it was filled my order total was ***** * asked me if I wanted to extend the purchase till 12/28 just in case I didnt make it on the 26th which I did. AFTER I saw that all my ******* was placed * ready to go I purchased a tree for $50 and lights for about $20. I would have NEVER bought a SEVEN * A HALF FOOT TREE, I would have maybe bought a 6 foot tree. I dont have a car * went out to get a bus pass to ride to the store to pick up my ******* * to my surprise there was only 1 in my bag. I KNOW FOR A FACT THE STORE UNFULLFILELD PART OF MY ORDER TO GIVE IT AWAY TO SOMEONE WHO HAS A CAR BUT DIDNT WANT TO DRIVE OUT TO **********. 1st I want to mention, Im black, 2nd I used to be in medical school so I am extremely intelligent and very detail orientated, the only reason I didnt finish medical school was b/c my mom forged my signature to leave so I can come back home for her to abuse. I KNOW FOR A FACT THAT ******* ORDER WAS COMPLETELY FILLED! I had to leave to not have a meltdown * instead decided to complain by phone AND EVERYTIME I CALLED a manager by the name of ***** answered and hung up on me saying she wasnt gonna talk to me because I was angry. Everyone is *********** a personality, everyone is *********** have emotions. You can not refuse to provide me customer service because you dont want to apologize for violating me in the worst way, trying to convince me that Im so stupid EVEN THOUGH I USED TO BE IN MEDICAL SCHOOL! Not nursing not medical assistant, A DOCTOR! I complained about this store before * instead of At home managers reprimanding the employees they let them violate me in the worst way! I want to be contacted back about this, its so disrespectful and so offensive they thinks this behavior is okay.

  Business Response

  Date: 01/27/2024

  Greetings,

  We apologize that you had a negative experience during your visit to our *********** store. We show when the order was placed on 12/21/2023 there was one 1 on the 12' Candy ******* available (in stock). You may always reach out to our customer care team for assistance with your order or to verify the order before heading to the store to pick it up. Send email to ******************************************* or live chat with an agent from our website. 

• Initial Complaint

  Date:12/27/2023

  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.

  On 12/20/2023 I went to the at Home at ***********************************************************************************. The items were not needed and I went to obtain a refund for the items at first a female named ******* whom advised I wasn't able to return the items with the emailed version receipt which was a copy of the receipt I left the store and returned back to the location the next day and ******* assisted me and advised the items had been returned. She advised me to email her the e-receipt and she will reach out to the corporate office. I then received a private call from ************************* who became argumentative advising me I returned items to another location with the incorrect receipt. after further review she confirmed it was ok to take the receipt back as I never received any items as the items were paid for never picked up. I get to the location and it was very dissatisfied as I provided all documents requested and it was then advised they were not able to do the return and was unable to provide any timeframe on when this can be resolved.

  Business Response

  Date: 12/28/2023

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

  We sincerely apologize you had a negative experience and did not successfully receive your refund. Please reach out to our corporate customer care team so an investigation can be opened on your behalf. Please send information to *******************************************  

  Thank you we look forward to working with you towards a resolution. 

• Initial Complaint

  Date:12/15/2023

  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.

  My friend purchased a chimenea for me and had it delivered to my house. A shipping fee was paid for next day. When it was delivered it was cracked inside and a chip out of side of it. At Home is telling us it wasn't cracked when it left the store. The delivery person said it was not cracked when delivered. I have pictures from my Ring of how it was delivered and how quickly they were delivering it from the vehicle. It had no protection in the back of the vehicle. It took them less than 1 minute to pull in my driveway and get it out of the vehicle and leave. They were here and gone before I could get my shoes on and go outside. I walked out to see it and saw the crack and chip out of the side. I never moved it. At Home said they would replace it if we brought it back to the store. I didn't ask for a damaged product to be delivered. I didn't damage it. Now no one will return calls or texts. I don't live anywhere near York. ********'s are heavy, another reason for the delivery. Reference ID is ************ and the delivery service is Roadie and her name is *******. Next day delivery was $40.00. and delivered on Dec 10th. The chimenea was $100.00.Desired settlement is a chimenea delivered that is not damaged.

  Business Response

  Date: 12/18/2023

  Hi ******,

  We sincerely apologize that your delivery arrived damaged. We have fully refunded your order, and you should see the refund within 5-7 days back to card ending in **** in the full amount paid for the Chimenea. You can always reach At Home customer care via email at ******************************************* or via live chat from the website. 

  Thanks, 

   

   

  Customer Answer

  Date: 12/18/2023

  That is fine.  What am I supposed to do with the damaged one in my driveway where it was delivered?

  thank you

  Customer Answer

  Date: 12/18/2023

  Requesting the $40.00 delivery charge be refunded as well as stated in my original claim. Not just the chiminea.  
  thank you 

• Initial Complaint

  Date:12/08/2023

  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 ordered a product online. The description of the product online promised customers would receive it within 3-6 days. It has now been over 1 week and my order has yet to ship. There is no customer service number to contact. I tried emailing them several times and have yet to receive any information about my order. I understand it is the holidays, but their website promised the order would have been fulfilled by now. I am disappointed because there is no option to cancel my order and I would like my money back so that I can purchase this product elsewhere before Christmas.

  Customer Answer

  Date: 12/11/2023

  Hello,

  I was contacted by the company and they have agreed to work with me to resolve this matter. 

  Thank you,

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

• Initial Complaint

  Date:11/20/2023

  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.

  My girlfriend and I purchased a C7 Christmas Tree among other things from Store #** on ***************** in **********, ** on 11/18/2023 around 2:23pm. Once we returned home to put the tree up and decorate it, we realized the most bottom section of the tree would not light up. We returned to the store to exchange the tree around 5:00pm the same day we bought it. We were told that the tree inside the box was not the tree that was supposed to be in there and they cannot do anything for us. The tree we purchased was supposed to be a C7 tree and the tree that was in the box was a C39 tree (we did not even know this until we tried to exchange the tree). One of the store managers named ******, and another woman the next morning accused us of trying to return a tree that we did not buy from them. The only thing I wanted was the correct working Christmas tree that we paid $260.00 for, but instead we were insulted by them trying to tell us we are pretty much trying to scam them. I would never go through this much trouble to rip anyone off. This is ridiculous and a waste of everyone's time and my money. We thought we were able to finally get this behind us after the woman we dealt with the next morning 11/19/23 after going back for the 3rd time, let us swap the bottom of our original tree with one of their C7 trees. This ultimately did not work because the original tree were given was a C39 tree in a C7 box. The C39 tree has a 'power pole' that distributes the power to each separate piece, the C7 tree does not have that. So now we have a working bottom section of a tree and not the top parts and I am still out of $260.00 and a Christmas tree that we paid for and received something other than what we paid for. They will not refund my money or just exchange the whole tree for the proper working tree. I was told I need to go to corporate who does not have a customer service phone number. How is it our fault that the store sold us the wrong tree and it doesn't work?

  Business Response

  Date: 12/07/2023

  Hi ***, 

  We are very sorry for the negative experience you have had with your purchase. We will be happy to assist you with getting the correct Christmas tree. Please reach out to the corporate customer care team so that we can further assist you. We will work with the store managment team direclty so that you may return to the store and obtain the correct item. Please send your contact information to ******************************************* along with copy of the reicept and we will reach out to you to work towards a resolution. You may also live chat with one of our agents from the website, by clicking the chat button on the bottom right corner of the website. 

  Thanks, 

• Initial Complaint

  Date:11/17/2023

  Type:Order 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 placed an order for same day delivery and did not receive all the items I was charged for. Of the 5 items I ordered, 2 were out of stock, leaving 3 items to be delivered. Only two items arrived , yet I was charged for 3. I immediately called the local Lancaster Store and spoke with the manager "********". She insisted she cannot send out the missing item to be delivered because they would have to pay the delivery service they use. She also insisted she cannot refund or credit it back to my bill. So apparently I am supposed to **** it up and pay for an item I did not receive. She said she could hold it at the store and I could pick it up. So tell me again why I paid for delivery if I have to pick the missing item up. I also explained to there the whole reason I paid extra for delivery was so I didn't have to pick it up. I just lost my spouse and my brain focus is not great right now, hence why I can't drive right now. It is also impossible to reach customer service or corporate with ********************** store, they give a recording offering an email address you can write to, however it is verbally unclear what the actual email is. It kinda sounds like ********************************************** but not being 100% positive that is what they are saying on the recording, it makes it hard to risk sending personal information and order numbers to an unknown email address.

  Business Response

  Date: 12/06/2023

  Hi ****,

  We sincerely apologize that you did not receive your full order. We have refunded your delivery cost back to the card used to complete your order ending in ****. If additional assistance is needed, please reach out to our *********************** team for help via email to ******************************************* or you can live chat with an agent on our website, by clicking the chat icon on the bottom right corner of the website.

  Thanks, 

• Initial Complaint

  Date:11/14/2023

  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.

  On November 13th I placed an order ( order # *********** ) at at homes website. I ordered 10 items of ********************************** Beaded Ball Ornament, 3" which cost **** each. I was charged for shipping an amount of ***** for all ten items. Today, November 14th I receive an email from at home stating that some items were no longer available and couldn't be shipped. They only shipped out ONE ornament and still charged me ***** for shipping for ONE item that weighs less than a once and its smaller than 3 inches. I immediately contacted customer service and asked for a refund for the shipping. A representative by the name of ************************** to refund me for shipping and said if I wanted a refund of the shipping I needed to return the items. Which makes zero sense because it was only one item that again is smaller than 3 inches and weighs 0.2 lbs. if that was the case I wouldve went to the store and purchased the item. This is also false advertisement because right now the item is available for purchase for quantity of 10+. I demand I receive a refund for the shipping.

  Business Response

  Date: 12/05/2023

  Hi ****,

  We are very sorry you had a negative experience with your order. We have issued refund back to the original form of payment in the amount of $15.00. You should see the refund reflect back to your account within 5-7 business days. 

  Thank you, 

• Initial Complaint

  Date:11/11/2023

  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.

  At the location on ************************************************************ at approximately 6pm on 11/11/2023 there was a rug that had a red **** through the barcode (indicating that it would be half off). The original cashier agreed but would not change the price. The manager came and told me that they have to go by the online price (which indicated that it was 25% off) while also confirming that the red slash through the barcode means half off. She refused to reduce the price even though she confirmed that it should be the 50% off price because sometimes customers come in and do it to get a lower price. Was she saying that I was attempting to steal the 25% off of the rug while I was already going to pay $200 for other decor? This is UNACCEPTABLE. It is not my problem that it has a red line through it (as many others did). Fix this.

  Business Response

  Date: 12/05/2023

  Hi ******,

  We apologize that you had a negative experience while shopping in our store. You may reach out to our corporate customer care team for assistance with the pricing error by email to ******************************************* or via live chat from our website www.athome.com and clicking the chat bubble in the bottom right-hand corner. 

   

   

   

   

• Initial Complaint

  Date:11/09/2023

  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 placed an online order and immediately received and red box alert stating There was an issue with my payment and my order could not be placed. I called the bank which is the bank for the At Home credit card and was told by the bank that the charge was approved and told me the amount charged to my At Home credit card. Issues is, my order was not placed meaning I wont be getting my items but the card was charged for them. Sadly At Home does not have customer service that you can talk to!!! Part of my order was store pickup only, meaning they wont ship it any I called that store only to verify there is no order placed. Not having customer service that you can call and talk to is horrible customer service and when their site says you can place an online order with their card but then the order does not get placed and the card is charged that is just fraud!

  Business Response

  Date: 11/09/2023

  Hi *******,

  We are very sorry you received an error message when attempting to place your order. This happens for many different reasons and our IT department would need to investigate the error message and attempt order that you were placing to gain more information. You may also see a pre-authorization hold that will release from your account within 5-7 days. You may reach out to our corporate customer care team at ******************************************* or live chat with an agent on our website. We will also be able to generate a new 10% off coupon for you via email or chat.

   

• Initial Complaint

  Date:11/08/2023

  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 placed an order online for 12 mugs at $6.99 each. I was showed a shipping charge of $15.99 based on my subtotal. At Home cancelled 4 of my items. Im assuming they are not in stock and are not back ordered. Because of that my subtotal fell below $60 and I should have only been charged $12.99 shipping however that amount was never changed when my order shipped. So that is my first issuethat At Home cancelled some items and then overcharged me for shipping. Then I messaged customer service online. Two times I was responded to but not helped. Both customer service reps gave me incorrect information so I had to then call customer service and speak to someone to get my shipping charge corrected. ************ and *** S both need training. Im hoping my charge is corrected and my items are in one piece when I receive them. I wont be ordering online anymore.

  Customer Answer

  Date: 11/17/2023

  I received my package and 3/8 items were damaged and returned to the store for credit. I have received all necessary credits at this time

  Business Response

  Date: 11/17/2023

  Hi *********,

  We apologize that your order arrived chipped. We have fully refunded the shipping cost back to the card used to place your order ending in ****. Please feel free to reach out to our customer care team for additional assistance at *******************************************

   

  Thanks, 

  Customer Answer

  Date: 11/20/2023

  I have reviewed the business response and accept this resolution.