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 has 39 locations, listed below.

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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

  2825 3rd Ave Bronx, NY 10455

• 

  Garden Ridge

  4874 Houston Rd. Florence, KY 41042

• 

  At Home the Home Decor Superstore

  1401 Memorial Pkwy NW Huntsville, AL 35801

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:11/16/2022

  Type:Billing 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 purchased an item in the amount of $308.51 online. I made the purchase and afterwards got no email, text or order confirmation. I did however get confirmation from my bank that at home charged and it was successful. There is no way to contact this company other than online in emails. The reply to them at 9 and 10 PM they say to wait 5 days and contact my bank of it hasn't reversed. I don't want it to reverse I want my order. But this is unacceptable that I can't talk to someone. I contacted my bank who advised to contact the merchant as if they cancel the charge I would have to cancel the card and they would reissue one this cause all kinds of issues. Yet I can't even talk to someone to see if there is anything else to be done.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2022/11/16) */
  Hi *****,
  
  We're so sorry for the issues you've encountered while placing your order. For security reasons, we're unable to tell customers the order was declined. If you see a pending authorization on the card. This pending authorization will be released within 10 days by your bank, and they'll return the held funds to your account. If, after 10 days, the funds haven't been returned, please reach out to your bank.
  
  Please reach out to our corporate customer care team for additional assistance at ***************************

• Initial Complaint

  Date:11/06/2022

  Type:Billing 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.

  This place is ripping people off by placing price stickers on items and charging MORE money than what is printed on the actual packaging.
  
  I purchased an item today (11/6/2022) for $7.99 When I arrived home, I saw a different price under the sticker so I peeled off the price sticker of $7.99 and found $4.99 printed on the items package.
  Via Google Maps I left a review for this store and posted a photo of what I found. I started reading other reviews and it's very clear this company has been ripping people off for a long time. Many others left reviews of the same nature.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/11/07) */
  Hi ****,
  
  The cost to make and ship home décor products has risen dramatically in the last year. That has resulted in necessary price increases across the entire home décor category on the products most impacted by these cost increases. Despite that, At Home is committed to offering the biggest selection of take-it-home today décor at the best prices anywhere. We encourage you to compare our prices, and we continue to stand by our Best Price Promise. For further assistance please reach out to our corporate customer care team at ***************************
  
  
  Consumer Response /* (2000, 7, 2022/11/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept because At Home does not care and they're not going to do anything to satisfy this. At Home will continue to rip people off. One review shows a customer purchased a rug for $149. Arrived home and removed the price tag only to reveal a price of $49.99.
  
  Directly from the manufactures website, it's less than $7.99
  
  *********************************************************

• Initial Complaint

  Date:09/28/2022

  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.

  Purchased two collage picture frames for a graduation party display from Brick NJ. Upon returning home we removed the protective wrap and cardboard to find one frame badly damaged. A few days later returned to the store to exchange but no longer in stock. Requested item to be shipped to us. The associate stated they do not do that and we would have to purchase from another store. To make things worse the nearest store with the item in stock was 52 miles away. I argued the item should be shipped at no charge due to the broken item. I also stated that this was 3rd time we had to return an item purchased and found damaged after opening in the past year. Associate states sorry but that's company policy. I asked to speak with the manager. He was very matter-of-fact and a little condescending with our concern/complaint. He stated our only options were to drive to Cherry Hill or try to find it online but we would have to pay to ship. I stated, the shipping should be free since we were already out the cost of returning to this store that is 18 miles from our home. The manager could care less and told us that was our only option. I told him that's not how you retain customers. The manager replied that's your opinion, sir. I requested a refund for the broken frame. Went home found the frame on the store site and ordered the same paying an additional shipping fee. If I had the other frame with me I would have returned both and purchase simular from a competitor. I don't think we will be shopping At Home again.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Hi ******, Please accept our sincerest apologizes for the negative experience you had at our Brick, NJ store. We will share this information with the Store Director as well as the District Manager for review and training purposes. We do show you placed an order to be shipped to your home associated with the email address on this inquiry. We will refund your shipping cost back to the card you used to process the transaction payment. If you need further assistance please reach out to our corporate customer care team at ***************************

• Initial Complaint

  Date:09/11/2022

  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 purchased two wicker rockers along with two tables on 7/25/22. On 8/18/22 the rocker on one chair tore from the base when a family member was rocking backward resulting in catastrophic failure. This caused the family member to fall backward snapping then head forward and biting through their lip They then slid down a wall and hit their head along the C1-C2. They were very near passing out and immediately following they had pain, dizziness, confusion and a severe headache which continued into the overnight hours. The following week they continued to experience pain they described as severe whiplash and headaches. To date, pain is still being experienced in the neck back and shoulder.
  
  I contacted the Kansas City store the same day, 8/18/22. The manager got in contact with the district manager. After speaking with her I was informed I could only contact At Home by email and should be contacted quickly after. She also stated the rockers had been discontinued, but not why. Both contacts were extremely kind and helpful.
  
  I called the customer service number on 8/18 and 8/25. I left a message both times. I also emailed the company on 8/18 and 8/25. I have yet to hear back. I stated in both my voicemails and emails I wanted to speak with someone regarding quality assurance and safety testing. This failure occurred less than thirty days after purchasing the furniture. I also informed them I did not want to return them as they could likely harm another if resold.
  
  To date I have had no response from anyone from At Home.
  
  I was unable to upload a picture of my call log. The date is to far out.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hi *****, We are very sorry that you have not been contacted. We will get your information escalated over to our Risk Management team, to assure that someone from our insurance company reaches out to you on behalf of At Home. You can always reach out corporate customer care team at ***************************
  
  
  Consumer Response /* (3000, 7, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not accepted this response to BBB or myself. It has been five days. I have yet to hear from At Home. I'm not sure what the company deems an appropriate timeframe for contact. I don't think five days is acceptable. I have already waited over a month. I would think that contact would be made expeditiously.
  
  
  Business Response /* (4000, 9, 2022/09/19) */
  Hi *****, We show that a claim was filed concerning your incident with our Insurance company Liberty Mutual. Your claim adjuster will contact you on behalf of At Home. You can reach our corporate customer care team at ***************************
  
  
  Consumer Response /* (4200, 11, 2022/09/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand that there is a statement that a claim has been submitted. I also understand that you are saying I will be contacted. I have not received any form of contact from At Home other than the two comments on this complaint. I do not accept this response as resolution. Until I am contacted, no legitimate attempt at resolution has actually been made.

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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 have bought so many things from At Home over the last few years but due to a personal health issue cannot leave the home now so I noticed on their site they deliver their items from the local store to you for an exorbitant fee. I went ahead and placed an order for an item. An item I already had but unfortunately had been defective so I needed to replace it. I put the order through with it stating to me I would receive it the following day. Over a week later I have nothing. I called the store twice trying to resolve this and the woman who I talked to told me basically "too bad, so sad" that her "hands were tied" and it is up to ME as the customer to contact Uber regarding my purchase because that is who they were going through for delivery. I said I did not PAY UBER I paid YOU, meaning At Home. I, as the customer do not know as I'm putting an order through who the shipper/delivery option will be and it is NOT LEGALLY or ETHICALLY my obligation to contact them, it is THEIRS. She told me she would not do anything and that was that. THIS is HORRID treatment and it is actually illegal. You cannot force your liabilities onto the customer and have them do what your company is responsible for. I want compensation for being a loyal customer and being treated this way. I would have never placed this order if I had known all this time would lapse and I'm still not be receiving my item and I'd go through such a disrespectful stressful hassle. I have awful anxiety and I am disabled and this has caused me health problems.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hi Mr. ****,
  We sincerely apologize that you had a negative experience with our delivery service. Our delivery service is offered through a third party vendor, but the store should have assisted you with the delivery issue. We will be happy to assist you with this matter, will you please send your order information to our corporate customer care team so that we may investigate further. Send to ****************@athome.com
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, whatever third party delivery service you use is NOT my responsibility or liability to have to check up on or go through a hassle with. I paid AT HOME the money, not the third party. Legally, it is on you. I want compensation for this situation and none have been offered. And I would appreciate a phone call, considering I spent half a day trying to talk to a human being in a corporate office position and that seems to be an impossible task.
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  Hi Mr. ****,
  We apologize, we show your order #XXXXXXXXXXXX was delivered. We also show you communicated with our customer care team. We will have someone reach back out to you to assure the delivery was completed.
  
  
  Consumer Response /* (4200, 11, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You're not quite grasping my point. Again, I will elaborate one last time. YES, the order shows as delivered. But do you know what I had to do in order for that to happen? The amount of phone calls, getting upset with the staff, etc? I ordered this item to be delivered- a service in which YOU offer. On the product page it was advertised "Order now for delivery tomorrow" Which was not the case. IT wasn't delivered the following day, the day after that, or the day after that, and so on. It was over a week later after having placed 9 phone calls to a rude staff member who was combative telling me that I as the customer had to contact Uber, that her hands were tied and she has no responsibility over my order purchased. I had to blow up at her, call back, my mom called back, it was a lot of stress and time and I am legally disabled with anxiety, so I don't want to have to directly tell you that it affected my health. I think for the entire experience and rudeness and stress that was unnecessarily endured you should be offering some store credit, compensation, something as a gesture to show your corporation has some integrity. That is what I am saying.

• Initial Complaint

  Date:09/08/2022

  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 VERY angry!
  I ordered 2 of these 8in Rsn Dragon With Led Light and one of them came broken.
  I can not believe the horrible and unprofessional way that it was packaged???
  I can't believe that anyone in their right mind would package anything, more less, TWO very breakable items, with absolutely NO bubble wrap, only 1 small piece of stretchy paper???
  Why would anyone do that???
  You might as well have taken a sledge hammer to it and then boxed it up and shipped it out.
  I am VERY unhappy with the horrible experience I have had with At Home online and I will never order anything online from you again.
  I can not believe that for such a huge chain of stores, that you don't even have an option to speak to anyone on the phone???
  I talked to my local At Home and not only were they VERY rude but they basically said, those items didn't come from our store so it's not our problem.
  We don't have it in stock so if you want to bring it back for a refund you can but other than that you'll have to email them back.
  What kind of "professional" business treats customers that way???
  The whole reason that I ordered these online, was because I am disabled and not mobile so there is no way that I can get to a store or return anything to any store or wherever.
  All I want is a replacement for the broken one, that is shipped to me professionally, securely and safely.
  If you want me to return the broken one, you will have to set up some kind of pick up, at my home, at YOUR own expense, as it is not my fault that these items were packaged so ridiculously poorly and unprofessionally and being disabled I can not return them anywhere myself.
  I sincerely hope that someone will take care of this issue ASAP, because it my first and last order with At Home as it is way too much of a hassle to get good, efficient, professional service.
  When I reached out to them via email, they just sent me a form email that had nothing to do with my issue.
  Very upset and disappointed.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Hi *****,
  
  We sincerely apologize for the way your order arrived damaged and the way it was shipped. Unfortunately we are unable to send replacements, but we will issue you a full refund including shipping cost and you can discard of the damaged merchandise. We will just need you to send pictures of the damaged merchandise to our corporate customer care team at [email protected]

• Initial Complaint

  Date:08/28/2022

  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 purchased a 2 of the same rug on clearance marked $39.99. When I brought them home the inside label was marked $29.99. When I emailed the company about getting a refund of the difference I was told no because " The cost to make and ship home decor products has risen dramatically in the last year. That has resulted in necessary price increases across the entire home décor category on the products most impacted by these cost increases. Despite that, At Home is committed to offering the biggest selection of take-it-home today décor at the best prices anywhere. We encourage you to compare our prices and we continue to stand by or Best Price Promise."
  
  This is a ridiculous excuse because this item was in their store and already marked down. It was not newly made or shipped. Since it was on clearance it had already run its cycle in the store so this explanation is ludicrous. I want a refund of the difference.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/08/31) */
  HI ******,
  
  We apologize for the price discrepancy. Please reach out to our corporate customer care team for assistance with this matter at ***************************

• Initial Complaint

  Date:07/31/2022

  Type:Customer Service 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 order a planter online on 7/30/22. I went to up pick up my paid merchandise I spoke to an employee by the name of Mike. I told him I would like to get my order; he brought me a planter that was 12 inches not the 16 that was advertise online in addition it was chip (See attached photo). I told him this is not what I ordered & he said take it or leave it. I asked for the manager & he said it was & preceded to take off his name tag & put it in m y face ( See attached photo) & began to be yelling at me with the following racial remarks, " I am so tired of you people", "you all want something for nothing.", ' I am so sick & tired you all" " always looking for a hand out " I told him to get out of my face & don't shout at me. How more racial discrimination can you get? First of all, I am a United States Citizen of Hispanic Ogrin I did not appreciate (Mike Caucasian) rude & ugly comments about how Hispanic residents are taking advantage of the store. In addition, he cancelled my order with my authority, now. I am left without nothing. How can this major corporation have a manager that makes racist comments against Hispanic Residents.? FYI Mcallen, Texas is 90% Hispanic & we are 15 miles from Reynosa, Mexico. If the residents or foreign nationals did not patronize that store it would be just like the rest of theme having sales just to have foot traffic in the door. Because Mike *********************** I am seeking assistance from the BBB to get this matter cleared up ASAP. I wonder how i he is treating this Hispanic worker or its customer that are not WHITE. I can't believe that AT HOME would have someone like Mike representing the corporation making RACIAL SLURS & REMARKS, I will be informing the NAACP (National Association for The Advancement Color People) along with LULAC (The League of United Latin Americans Citizens) to put at a BOLO (Be on the Lookout) to warn other of this store & Mike with his RACIAL SLURSS TOWARD HISPANICS & OTHER ETHNICITY TO SHOP ELSEWHERE.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Hello *********,
  
  On behalf of At Home Corporation, we would like to express our sincerest apologies for the negative experience you had in our *****, TX store. Please know that we take situations like this very seriously and the associate whom you had the experience with, is no longer an employee with At Home. You may reach out corporate customer care team for future assistance at ***************************

• Initial Complaint

  Date:07/20/2022

  Type:Sales and Advertising 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.

  When I checked out, the canvas I had rang up at 59.99 instead of 49.99. The cashier basically said too bad, nothing she can do. I showed her the tag and replied you can't charge someone more than the what's on the tag. She said they've had price increases and this one must have gotten missed but they are no longer allowed to change the price in the computer. I asked for the manager who only reiterated the same claim, corporate will not allow them to adjust any prices. She said they used to adjust prices and got in trouble from corporate. It's clearly an ongoing issue as she admitted they used to adjust the computer price to meet the tag, my price was also wrong. There are hundreds of thousands of items in that store and understandably so, price changes will get missed from time to time. I have worked retail for 30 years and on my own business so I completely understand that. What I don't understand is not allowing the store to adjust the price to match the tag. When you're charged more than the tag, I feel like that's fraud. How many other people went through that day, purchased goods and were overcharged and didn't even realize it. I was overcharged 20% so it was obvious. If someone bought 4-5 items, they may not easily notice a small charge. If they store refused to match the tag, it's just wrong. I want this corporate policy reversed so the consumer is not defrauded.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/20) */
  Hi *******,
  
  The cost to make and ship home decor products has risen dramatically in the last year. That has resulted in necessary price increases across the entire home décor category on the products most impacted by these cost increases. Despite that, At Home is committed to offering the biggest selection of take-it-home today décor at the best prices anywhere. We encourage you to compare our prices and we continue to stand by or Best Price Promise.
  
  You may reach out to our corporate customer care team for assistance, please send receipt along with any pictures you may have of the price difference still on the merchandise to [email protected]