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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/12/2023

      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 tried to unsubscribe from emails and their system will not let me and there is no CS number to call. How dare this company force someone to keep getting emails.

      Business Response

      Date: 10/12/2023

      Hi *******, 

      We apologize and have unsubscribed the email address **********************************. You may reach out customer care team by email at ******************************************* 

      Thanks, 

    • Initial Complaint

      Date:10/09/2023

      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.
      This business does not offer customer support or service numbers. There is no way of speaking to an actual person about online ordering issies.Then you are not allowed to use a gift card online. You MUST go into a store in order to use a gift card. These business practices have wasted an hour of my time and resulted in a USELESS gift card. AT Home will not cash out the card or offer a way to redeem outside of in person visits.

      Business Response

      Date: 10/09/2023

      Greetings, 

      We apologize we are currently unable to accept gift cards for online purchases; they can only be redeemed in one of our stores. We are working to accept our gift cards online and expect to be able to offer this service next year. Unfortunately, at this time gift cards are not refundable, our gift cards do not expire. 

       

      Thanks, 

    • Initial Complaint

      Date:10/05/2023

      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.
      My son and I upgraded our phones in April of this year 2023 and were both doing a trade in (it was the promotion for that month). I had an iphone 12 that they were going to give me $800 trade in value and my son was trading in an iphone 12, but getting $300. ***** from **** in ********, ** assured me that in 3 months I would see the credit start being applied for both phones. Well, my son's credit started showing within 2 billing cycles, however mine still has yet to show. I have contacted this store every month in attempt to ask them what is going on and no one knows. In fact when I went into the store the girl working there said they had no records of me even turning in a phone. Why would I even upgrade if there was no promotion. So, I called First Net (I am a healthcare worker) and the lady on the phone told me that she would put in a case for a missing device, but she would credit me for the 4 months of no credit and that after she fixed it I would have no problems. Well, I just finished looking at my bill for October and yet again there is no credit and in fact my bill went up $100+ this month and I am honestly sick to my stomach about it. I have yet to call them yet again to find out what is going on, but I will when I have the patience to do it. The phone was $1099, but with my trade in the phone would end up costing me $299 after the 36 months contract. My monthly amount for my phone should be $8.33, but it is $30.56. I do not understand how this company stays in business with their customer service being so bad. It is now October and I have been fighting with them since May. The store needs to be help liable and I should not have to do continue to go through this headache. Please help me!!

      Business Response

      Date: 10/05/2023

      Greetings, 

      We believe you have responded to the wrong company. We are an home decor store. www.athome.com.  We have no affiliation with phone service of any kind.

      Thanks, 

      Business Response

      Date: 10/05/2023

      Greetings, 

      We believe you have responded to the wrong company. We are a home decor store. www.athome.com.  We have no affiliation with phone service of any kind.

      Thanks, 

    • Initial Complaint

      Date:09/18/2023

      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.
      Today 9/13/2023 I went to store 170 at *********************************************** and attempted to buy ********************* 25 white donut stem around 12:30 pm and there werent any out, even though it said they were in stock. I asked a male employee why they were not out even though it said in stock and he couldnt give me an answer. Then I asked a lady who was unboxing inventory and she said Im only 1 person I cant put out everything. I dont want to use a debit card to place a pick up order, I just want to to go in the store and use cash. If your gonna advertise items are in stock employees shouldnt be hiding merchandise so I cant pay for the item in cash and forced to pay for it online so that a store employee can pick out the merchandise for me, I want to pick out my own stuff. I know for a fact the employees hid these donuts because they wanted me to pay for them online and not pay for them in cash. ********** has a lot of white supremacy thats why we have the ************************* shooting, and when they see a black person its not different. My money is green just like every race, and I want to pick out my own merchandise! Hobby lobby has those same donut picks in several different colors so I just went their to buy them since they werent on the floor when I visited the At home store. But this is really unacceptable! The merchandise should be out if your website is saying its in stock, floor sets should be done at night! Im really not happy about this because I had to go all the way to hobby lobby because I wanted to use cash! I included a picture of the donut picks at hobby lobby that were cheaper that I had to buy because I only had cash!

      Business Response

      Date: 10/02/2023

      Good afternoon,

      We sincerely apologize that the item you were in search of was not available when you visited our store. We will share this information with the management team for immediate review and training purposes. You can always reach our corporate customer care team for help by sending email to ******************************************* or chat with a live agent from our website www.athome.com

       

       

      Customer Answer

      Date: 10/03/2023

      I have reviewed the business response and accept this resolution. But honestly you should really bring in extra staff or do floor sets at night. Hobby lobby had Christmas stuff on sale in September and on your website it says something is in stock so you buy it but the order gets cancelled because its not unpacked so the order cant be filled. The early bird gets the worm!

    • Initial Complaint

      Date:09/15/2023

      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 3 hampers from AtHome online I received them and they are poor quality and not even the color shown on the website I contacted customer service and received an email with links that were not related to returning the items I tried called calling the **** *********** and no one picks up I found a page with their headquarter details and tried the two numbers, one is Out of Service and the other has a busy signal.I am out $103 They should not be in business if they provide such horrible products and support

      Business Response

      Date: 09/29/2023

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

      We sincerely apologize that the items you received were not what you ordered. Please see our complete refund policy below, you can also reach our customer support team via email at ******************************************* 

      Returns of unused items in the original packaging will be fully refunded within 60 days (90 days if youre an Insider Perks member) with proof of purchase through your Insider Perks account or credit card or receipt and a valid ID. If your purchase can't be verified, youll be issued a store credit based on the current price of the item(s).

      Please note:

      Christmas merchandise returned after December 25 will be refunded for the current price of the items, even with the original receipt.
      We do not provide exchanges or price adjustments.
      We are unable to accept returns on mattresses, even in their original packaging.
      We are unable to accept returns of pillows and cushions without all of their tags.
      We are unable to accept returns of items marked All Sales Final, which includes clearance items.
      Products delivered via one of our home delivery partners, including Door Dash, Roadie, and PICKUP, must be returned in-store.
      Products purchased from our At Home Dcor Superstores are not eligible for return at our seasonal locations.
      Products purchased from our Holidays by At Home stores may be returned to our At Home Dcor Superstores with a valid (non-expired) receipt through December 31, 2023.

      While we're not able to offer exchanges or send replacement orders, customers are welcome to return any unwanted merchandise and purchase new items.

      If an item you purchased is damaged or defective, please return it within 60 days to your nearest store for a refund.

      If the damaged/defective item contains broken glass or ceramic, please send us:
      1. photos of the damage/defect
      2. a photo of your receipt or provide us with your online order number
      Once we have the above information, we'll work with you on the next steps.

      Click on this link for return instructions: *******************************************************************************************

    • Initial Complaint

      Date:08/16/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Complaint Details
      I purchased two sofas from the At Home online store and was delivered by the company’s roadie service. The delivery person arrived with only ONE sofa. As you will see attached to this complaint that I DID in fact order TWO sofas, WAS CHARGED for TWO sofas meanwhile our local At Home store gives me all these excuses about a glitch in their system and they can only see that I ordered one sofa and was only charged for one sofa. I have the proof I was charged for two. Additionally, the Manchester store manager said I could come down and see the floor model and pay for it in store. NO! You guys made this mistake, NOT ME. This company will DO THE WORK to find me a brand new Hadley sofa, whether it be from a farther store or whatever..that’s your problem to solve. I am NOT going to the store to RESOLVE YOUR ISSUE. Why do I have to waste my time while your company has so called glitches? If I even did buy a floor model, I would not accept it unless it was 50% off with free delivery. And if it is a new sofa replacement for all this time spent on this issue I want at least 30% off and free delivery. And I am NOT placing any orders online or any of that crap…Again, this is YOUR ISSUE TO RESOLVE NOT MINE. If none of the above is able to be done, then please arrange to pick up the one sofa in my third floor apartment as I have fractured my ankle and my husband has severe back issues; we are not hauling this crap around BECAUSE OF YOUR MISTAKE. And I will receive ALL ALL ALL of my money back. HAD WE KNOWN AHEAD OF TIME THAT WE WERE GOING YO RECEIVE ONLU ONE SOFA WE WOULD HAVE CANCELED. SINCE YOUR COMPANY FAILED TO ADVISE ME AHEAD OF YIME WITH THE SUPPLY ISSUE THIS IS ALL YOUR ISSUE TO RESOLVE, NOT MINE!

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Since the inception of my account i have not been able to complete transaction. I've contacted your organization and i receive conflicting information. The issue was supposed to have been previously resolved so I closed the complaint, however it has not been addressed. I've had to purchase 2 replacements and I have wasted a significant amount of time, for something that should be easily fixed. I can't generate new account numbers, info, etc. I'm adversely effected due to ****** negligence

    • Initial Complaint

      Date:08/11/2023

      Type:Product Issues
      Status:
      Unanswered
      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 complaint is in regard to a 7/7/23 transaction at store #*** for the return of an item purchased 6/10/23. The item was in unused condition and returned well within the time limits stated in their return policy. The purchase amount was $29.99 with tax of $2.10. I presented the receipt and expected a full refund of $32.09. The return transaction was processed, and I was given a new receipt. The employee did not provide an explanation why the amount credited to my card was only $26.74 ($24.99 for the item with $1.75 tax). When questioned, she could not explain and I asked for the manager, to which she responded that she was the manager. She refused to refund the full amount even when I pointed out that the return policy was attached to the register and on the receipt. She performed the return transaction incorrectly because the return receipt does not show the original purchase price, but a price she determined at her discretion. I tried to communicate with members of the leadership team; including CEO, **************************, with no response to date. I am requesting the difference between the two transaction amounts of $5.35 as a credit to my account.

    • Initial Complaint

      Date:07/28/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Baught 2 of the big skeleton heads for ****** got them home and the lights dont work in eather one and there is big chips all thru the skeletons called the store they told me they will not exchange them. Drove over 100 miles one way for these and they are all messed up

    • Initial Complaint

      Date:07/24/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ceramic toilet bowl brush to replace the one my customer had and I ordered it from ********************. It was shipped directly to my customer and when they received it it was already broken it was not packed properly. Their customer service was lacking and they told me that they cannot replace the item but they would refund my original money that I spent without the shipping cost. I'm very unhappy with the way they dealt with it so far I'm just hoping I get my money back at the very least

    At Home is NOT a BBB Accredited Business.

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