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

  1717 E Spring Creek Pkwy Plano, TX 75074

• 

  At Home Stores LLC

  3599 Park Mill Run Dr Hilliard, OH 43026

• 

  At Home Stores LLC

  1160 Gemini Pl Columbus, OH 43240

• 

  At Home

  1996 Pavillon Way Lexington, KY 40509

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:05/22/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Went to store on 5/16/23 and purchased two metal welcome signs along with other items. Both signs had a red round 50 percent sticker on them. Then noticed until a few days later that I was charged $24.99 for each. Went back yo store on 5/18/23 talked to manager who stated they were never suppose to be sold to me because when she rung them up they rung up for $.01. I told her that wasnt my fault and she kept going back and forth we me. Then she called another manager up and she said the cashier was actually doing me a favor by charging $24.99 since the actual price was $29.99. What a dumb remark! I asked her how was that doing me a favor when the actual price was half of $29.99! Went back and forth with both of them. I then told them that even online which I took a screenshot that they were selling the items for a little over $18 a piece, a clearance sale price. I told them to forget it and I would bring them both back and they said I couldnt because I had spray painted them. They then instructed me to go home (using more gas) take the items down from my fence(using time) and then bring them and show them to them (using more gas) then they would charge me $18 price they advertised online. Thats ridiculous! What is the photo use of me showing you what I bought unless you thought I stole them!!!! There was no purpose in me bringing the items back if you cant take them back! They messed up not me. Then they ****** even know they were advertised on sale on their website! They also did not know a third one was in the store! I bought it up there to them showing them the fifty percent sticker on the back! So they want me to pay for their mess up! I dont think so and the nerve to suggest that I go all the way back home and take them down from my fence to bring them something they cant take back. What management school teaches that! Please help!

  Customer Answer

  Date: 05/23/2023

  After I reached out to the business on today with a follow-up email, they contacted me and told me that I will be issued a credit voucher of $20. How does that make sense! I want my credit card to be credited with the proper amount.... I should be charged $29.99 with fifty percent off of each welcome. Why would I need a $20 voucher to spend more money at a store that treats its customers like crap!!! That's ridiculous. I don't want a voucher. I want the wrong charges to be taken off my credit card. Then the proper charge of $29.99 minus fifty percent to be charged to my card. This is ridiculous! I received no apology for the inconvenience. If they feel that I stole the items, all they have to do is look at the video of the day I came in the store. At the cash register they would see the clerk ringing up to welcome signs. Or they are welcome to come to my home and see them hanging on my fence. That is absurd to give me a cheap voucher to spend in a store that despises its customer. 

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Re ************** store: Ordered chairs online for pick up. 2.5 hours later still waiting on the email to pick up. Was in the area and stopped to pick them up. Store assistant, ******(sp) told me Id have to wait until her staff got them ready, they still hadnt got to it. I said well perfect, Ill just get them and bring to the front. Oh no, ****** said Id have to cancel the order and start the order over. I had to leave the store without my $100 worth of chairs, only to have to wait till they get around to getting them ready and then have to drive back to the store to pick them up. I then called the store to complain to the store manager, only to find out ****** IS the store manager!! Wow, At Home has horrible customer service and I WILL NOT shop there ever again. By the way, I cancelled the order. Taking my $100 dollars elsewhere. Good luck At Home, youve lost a high paying customer, but then again I know you could care less.

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  they refuse to refunded me from a order from November that was missing items it was a same day delivery order, I even filed a claim with my bank like I was advised to by the store and they fought it and I lost. they have great items and pretty decor but I would advise ordering online from same day delivery. Order Number: ***********

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been attempting to return an item for a week now. Return policy on website clearly states I am with a policy guidelines to return, however, in store staff and online stuff Ive been unable to help. Over 30 emails including pictures, policy on website clearly states I am within policy guidelines to return, however, in store staff and online staff have been unable to help. Over 30 emails including pictures and receipts and bank statements have been processed and still no resolution.

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Home Corporate Office Headquarters
  **** ******* ****** **** ******** TX ***** ***** ******** 
  Incident Occured at:
  At Home
  ***** ********** **** **** *** ******* * ** ***** ************ 
  I walked in the store at 8:25 with my mother. I got in a chair that drives since I had a car accident. And as I was entering the store a store employee black male with a box haircut and glasses raised his eyebrows and looked annoyed at me. Then a lady (white female, long blond hair, middle of her back, 5’7 slender build) saw my mother and I enter the store and say “Umm we are closing in 20 mins.” So, I look at my watch and ask what time does the store close because it says 9:00pm and my watch says the time is 8:25pm. Then she says oh I don’t have a watch on I don’t know what time it is? Then I said I do have about 30 mins.
  So as my mother and I proceeded in the store. We knew exactly what we came for. I noticed the same blond woman looking at my Mom and I down the aisle. It made me super uncomfortable. So, I asked for her for help the 2nd time she came by and stared at me. She was upset that I came in late. But your store closed at 9:00pm. Then she did direct me to some things. But I ended up Lea because I didn’t see what I came in for
  I have been going to this store for awhile and that behavior from both of these associates was not warranted and unprofessional. What is more unnerving is that I can not call the company’s corporate office to voice my concerns.
  Because you get a leave a message we will call me back. That is not how a respectable entity should operate. I digress. I would like Corporate to call me. Not the stores management.

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Consumer states purchased rug at store on ********************* ****** ** on 1/11/23. Kept in the garage rolled up as it was when she bought it. When **nsumer took the rug in, she noticed mold on the edge and rug not **mpletely sealed. Consumer returned rug and got refund and **mpany gave her $150 for the troubles. Consumer states ** filed a claim with their insurer for mold remeditation and cleaning. The claim was denied by the insurer stating they believe the mold came from the garage and also it was only in the home for minutes oer the **nsumer **mplaint.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2/12 I spoke to ******* @1pm in ref to my Hotspot not working she told me to call netgear because the devise needed an update u did that spoke to ********************* # ******** ****** said that the devise should not have been sold because it was mfg 10/2011 and warranty expired 10/2012. Called att back aple to **** @1:28pm she sent me a new hotpot an said there was no need to send in old netgear box. She said that the ****** that I was being charged would be credited. Got my customer service summary of charges with total of ****** for upcoming bill. Great! Then I get my bill and it's ******. Call customer service om 3/12 @ 10:16 am ***** says her supervisor ***** says i have to now return device. Says she ***** would call me when they recieved it Sent me a return label I mailed it on 3/14 as of 4/5 no return call of course they never call me back. Called on 4/5 @9:11 am spoke to June who says I'm making a ticket an this will have top priority that's a joke! But here's the case # cm20230405156211815..... this is ridiculous I run a business I have spent 3+ hours trying to fix this with the so called customer service. My time just like everyone's else is valuable no one has the time to sit on the phone for hours getting the run around...

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dear At Home **************** Team,I am writing to express my disappointment with the customer service I received at your store located in *********, ** on 3/25.23. I had visited your store with the intention of exchanging a defective item, but unfortunately, the experience was not satisfactory due to the unprofessional conduct of your staff.I had purchased an item from your store a few weeks ago, and I wanted to exchange it because it is a small decorative statue that is not standing up on its own properly. However, when I reached the store and explained my situation, the staff member at the customer service desk told me that I could not exchange the item without a receipt because there were no more in stock. When I showed him the issue hoping I could return the piece for store credit I was "There was nothing I can do, and as you can see I have a line." While I understand the importance of having a receipt, I was disappointed with the way the staff member spoke to me and handled the handled the situation.The staff member was unhelpful and dismissive, and instead of trying to find a solution, they simply told me that I would have to come back with the receipt. I found this to be frustrating and disappointing, especially since I had already made the effort to come to the store and had explained my situation clearly.I would like to bring this matter to your attention in the hopes that you can address it with your staff and ensure that customers receive better service in the future. I believe that customers should be treated with respect and given the benefit of the doubt when they encounter issues like this. In addition, I think it would be beneficial for your staff to receive additional training on customer service, so they can better handle situations like this in the future.I hope that you take my feedback into consideration and take steps to improve your customer service. I look forward to hearing back from you with any further action you plan to take.Thank you for your time and attention.Sincerely,***************************

• Initial Complaint

  Date:12/06/2022

  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.

  Ordered from At home on November 28 for a wreath and coir mat. Wreath was set up for same day delivery and was given to At Homes delivery service Roadie. According to Roadies tracking, they picked it up at 12:56pm and cancelled the order at 2:05pm. I assumed the wreath would be re delivered the next day and waited for another tracking number to be sent. I did not receive a updated tracking the next day and sent another email to At home customer support on Nov 29 at 5:45pm asking for a update on the wreath. At home responded Nov 30 at 2:48pm saying they would try to get it redelivered. Day went by with no update and no tracking provided. Reached out on Dec 2 at 1:13pm requesting a refund for the wreath. At home support responded on Dec 3 at 7:09pm saying they showed the item as picked up. I responded on Dec 4 At 5:52am saying that I needed a updated tracking showing proof that this wreath is being delivered, seeing as the only tracking I had was the cancelled tracking from Nov 28 and I had not picked it up from the store myself. At home responded Dec 4 At 10:30pm that they were busy and would get back with me. At home support emailed me again on Dec 5 At 3:03pm saying that the item was cancelled by the driver because the item was unavailable at the store and thus I would not be charged. I responded on Dec 5 at 6:29pm saying that I was charged twice from At home on Nov 28, one for $25.67 and one for $59.96. The $25.67 is for the coir mat that was delivered and the $59.96 was for the wreath. Crazy that it took a week and multiple emails to chase down a unavailable item that was suppositly "picked up" per At home support. Nor any explanation for why roadie took a hour to cancel a item that wasn't "available" at the store. Either way I need a refund for the wreath that was never delivered to me. Its already been a week of running around and I'm tired of going back and forth with At home support who keep making excuses to not give me a refund or send the wreath.
  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/12/06) */
  Hi ********,
  
  On behalf of At Home, please accept our sincerest apology that your full order was not delivered. We did locate order XXXXXXXXXXX under your email address and have issues a full refund for the wreath back to your card in the amount of $59.96. You should see this refund back in your account within 3-5 days.
  
  
  Consumer Response /* (2000, 7, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/22/2022

  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 purchase an out door pre-light Christmas decor on November the 10 which is 169.99 plus tax which say LET IT SNOW from the AT HOME In Douglasville Georgia. On Nov 20 I was getting ready to put my Christmas decor up until I opened my product ( this was my first time opening the box) and my item is defected. The cord is broken which plugs the item up. I went to the store and talk to two different ladies, one lady stated I can't help you, you bought this item 10 days ago there's no telling what you did and this is out my hands you need to speak to the director of the store so I came back the next morning and ask for the director she said the exact same thing I can't help I can't give you an exchange or a refund. At first I want just to get another one because I am in love with the decor but NOW I want my money back. This is crazy they acting like they don't have a claims department that can take this item back. Everything that's in a box isn't always perfect. They didn't package this item at the warehouse so how would they know what's defected or not. You can not even get in contact with the corporate office at all . This business is ridiculous. Now if I was a white lady I wouldn't have no problems returning the item at all
  

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 5, 2022/11/22) */
  Hi **********,
  
  We sincerely apologize that the item you purchased from our store was defective. We will be happy to assist you with a refund. Please send pictures of the defective product to our corporate customer care team at ***************************. We will assure that we contact the management team at the store and locate your proof of purchase from our archived transactions to assure there are no issues. When you open a ticket with our corporate office, please include the date of purchase and the last 4 digits of the card number used to expedite your case.