ComplaintsforAt Home

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** went up again to 132. Bucks..not paying this ridiculous amount. Every year we go through this. Shouldn't have too. My bill a year ago was 70 bucks..then it went up to 120 then to 80 them to 90. 90 is still too high..I want it back down to 70 bucks. You either credit me and leave it there or I am leaving. So tired of this..I don't even get channels I want and I pay out the ****.

  Business response

  09/23/2024

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

  We beleive you may have filed with the wrong company. We are At Home a home decor store (******************************). We do not offer phone service and are not affiliated with AT&T. 

  Customer response

  09/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Mango Wood Accent Cabinet from "At Home", which was infested with TERMITES. We initially thought the saw dust appearing in and around the cabinet was left over from the manufacturing process, but it kept appearing after clean-up. Suspecting termites, we sprayed with a termite poison to discover several dead termites in the cabinet ledges. Just hope they did not spread to my home and confined to the cabinet. We aim to return the cabinet for a refund, but wish to protect other buyers who may purchase one of these

  Business response

  09/13/2024

  We are very sorry for this experience. Please reach out to our corporate customer care team for immediate assistance at *******************************************. 

  Customer response

  09/13/2024

  I have reviewed the business response and accept this resolution. I have already received a refund, But the bigger concern is

  1.Wood boring insects from a foreign country possibly affecting my home

  2. At Home's inventory being sold to other customers possibly unaware they may have wood boring insects in purchased wooden furniture.

  3. It appears At Home doesn't realize the gravity of this environmental hazard.

  But, I tried. Thanks,

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

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good Morning BBB I can't give you a specific date but every other month my bill at AT T goes up or down, other new charges added, I been charged late fees but I am on auto pay.This morning I was on phone with *** for more than an hour. I had some items cancelled such as home tech ATT Value plus and discussed finding a plan that give me the same features I have. But I was never told why my bill went from ******* to ******, and was charged ***** this month and I am just being eaten alive by ATT

  Business response

  09/23/2024

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

  It appears you filed with the wrong company. We are At Home, a home decor store. (******************************) We do not sell cellular phone service and have no affiliation with AT&T. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on a cruise I bought the wifi package for ****** had my phone on air plane mode yet you still charged me....I shouldn't have to pay for any roaming fees or other charges related..I dispute this amount... the *** said my phone reset while I was on the island and that it started roaming then....I don't feel like that's a bill I should have to pay

  Business response

  08/22/2024

  Hello, It appears the issue was filed with the incorrect company. We are not a phone service provider. We are a home decor store. www.athome.com 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 1, 2024, I made a purchase at your ************, ******* location. Part of my purchase was for two European Size Pillows for my daughters dorm room. The pillows ended up being two big for the shams that she had, so I attempted to return them to the store. The pillows were never taken out of the plastic and still have all tags attached. I was told in the store that they do not accept returns of pillows. I pointed out that their return policy on their website states "We are unable to accept returns of pillows and cushions without all of their tags." and that the pillows were still in their original packaging with tags. An employee responded by telling me "you can't believe everything you read on the internet". A manager was called over and refused to process my return again stating that they do not accept returns of pillows at all. I do not feel that I am being unreasonable by asking to be refunded for this purchase. Their return policy clearly states that returns of unused items in the original packaging will be fully refunded within 60 days with proof of purchase. I made the purchase 12 days ago.

  Business response

  08/29/2024

  Hi *****,

  We sincerely apologize. Please send this information to our *********************** team for assistance with your refund. Please include the proof of purchase to ******************************************* 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase made on June 21st 2024 the At Home store at the ****************** location. My wife and I purchased three vase came to $66.17 on card paid half in cash with military discount 2 tall ones ***** each and one smaller mosaic vase *****. I misplaced my receipt the cashier said they get stored on file because we are rewards members. Today on 7-20-24 I went to return the items- was told they had to view the security cameras to make sure the items was not stolen. So they called the cops ask me to wait then said we see you did make the purchase. I also showed my bank statement with the same amount could not get money back only given a gift card. Felt racially profiled an embarrassed in front of other customers as a Healthcare Engineer I work hard every day and visit the store often. I spoke to the manager at the store because the cashier could not pull up the transaction with my bank card. When another receipt shows Customers can return items without a receipt 60 days or 90 days for insider perks members. the other items on the table was about another $80 for the glass tray and other 2 of 3 more vase purchased. The candles and wall mosaic candle holder about another $70 - total spent this past month.

  Business response

  08/29/2024

  Hi 

  We sincerely apologize for the inconvenience and distress this situation has caused. We have forwarded your feedback to the Store Director for immediate review and coaching of associates on their handling of the situation. You can also reach out to our *********************** team for assistance at *******************************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company At Home in *********, ** is a fraudulent company. I do not recommend shopping with this company whatsoever! The above company reversed a refund that was owed to me out my account without my authorization. I made a purchase on 4/30/24 for a large amount and was refunded my purchase the same day due to it not working out for me. I do not have any of their merchandise in my possession. And now fast forward a month later on 5/30/24 this company has reversed my refund and owes me money. I would like an expedited FULL REFUND for the money owed as this NEVER should have happened. To take money from a customer 30 DAYS after the purchase has already been refunded is just obscured. Not to mention for a very large purchase!This company is inconsiderate and doesnt care about their customers. This is a PROVEN FACT based on my experience and the experience of others. All of the bad reviews speak for themselves!

  Business response

  06/24/2024

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

  We apologize for the inconvenience you've experienced regarding your refund. To assist you further, please submit your purchase receipt and refund receipt along with any financial documentation showing the failed refund to ******************************************** We appreciate your cooperation and look forward to receiving the necessary information to help resolve this matter promptly.

  Customer response

  06/26/2024

  I am rejecting this response because:   
  

  This business (AT HOME) has all the information it needs to provide a refund. However, the company is making frivolous excuses not to do so without explanation. How they handled this made no sense.

  I have consistently contacted At Home for almost a week and dealt with a couple of rude unprofessional representatives with two of them hanging up on me with one of them being a MANAGER (GO FIGURE). At no point was I every nasty or rude with any of the employees. Was I frustrated for the lack of expedition of my issue being resolved of course and that was it.

  I merely asked to speak to manager and it took 4 DAYS for me to actually speak with one. I was constantly given excuses about managers not being available and being in meetings for the majority of the day and was told the same manager I spoke with was in a meeting yesterday evening as well.
  

  Prior to speaking her, she repeatedly was dishonest about her trying to contact me and I called her out on it and she hung up on me. I have made many calls and emails to this company and asked the manager(*********************) and other representatives to send me screenshots to verify her accusations of calling me and she failed to do so. I have been given the COMPLETE ABSOLUTE RUN AROUND SO BADLY THAT I CANNOT BELIEVE ANYTHING THEY SAY AT THIS POINT. EVERYTHING I HAVE BEEN TOLD IS COMPLETE UTTER BS AND I STAND ON THAT AND HAVE TOLD EMPLOYEES/MANAGER WHENEVER THEY GAVE ME BS STORIES.

  THIS HAS TO BE THE KICKER: ONE OF THE EMPLOYEES TOLD ME THAT THEY USED THEIR PERSON CELL *****S TO CONTACT ME AFTER NOT BEING ABLE TO REACH ME WHICH ISNT TRUE BECAUSE THEY NEVER CALLED ME WHEN THEY SAY THEY DID. WHEN I DID RECEIVE ACTUAL CALLS I COULD NOT HERE THEM WHICH WAS 3 DAYS AGO I HUNG UP DUE NOT HEARING ANYTHING ON THE LINE UPON ANSWERING. I THEN REACHED VIA ***** AND EMAIL AND DIDNT GET A RESPONSE OF THE ****** I THEN RECEIVED A CALL FROM ********************* YESTERDAY IN THE EVENING AND DIDNT HEAR ANYTHING ON THE ***** LINE AND I STAYED ON THE LINE WHILE CONTINUOUSLY SAYING HELLO AND INFORMING HER TO CALL BACK AND SAYING I COULD NOT HEAR HER IN HOPES ID EVENTUALLY HEAR HER BUT THE LINE WAS STILL BLANK/SILENT. SHE THEN HUNG UP AND SHE DIDNT BOTHER TO EMAIL OR CALL ME BACK. I LITERALLY CALLED RIGHT BACK AND ********************* DID NOT ANSWER AND I FOLLOWED UP WITH AN EMAIL AND DIDNT GET A RESPONSE UNTIL LATE AFTERNOON. THEN I SENT ANOTHER EMAIL AND WITHIN AN HOUR SHE FINALLY DECIDED TO CALL ME AND I KNOW WHY. AS IVE ALREADY STATED THE CALL DIDNT GO WELL AND NOTHING HAS BEEN RESOLVED. 

   

  Based on my experience, the company IS PURPOSELY DRAGGING this out AND IT VERY OBVIOUS THAT THIS INDEED WHAT THEY ATTEMPTING TO DO but I will not let them. Their store director was very untruthful telling me their customer service department could help me and he could not after going back to their store for help in obtaining me REFUND. THIS WAS NOT TRUE AT ALL?????? THEIR CUSTOMER SERVICE DEPARTMENT SHOULD BE SHUT DOWN. The only representative that is somewhat okay to deal with is ***** and ******** IS AN ABSOLUTE GEM?? ITS BEEN SO BAD THAT I KNOW ALL OF THEIR NAMES WITHIN THEIR CUSTOMER SERVICE DEPARTMENT GARRICA and ******(HUNG UP ON ME) ARE REPS TO AVOID. AS FOR ********************* THE MANAGER I SPOKE WITH SHOULD NOT BE A MANAGER AND LIES THROUGH HER TEETH. SHES VERY DISHONEST AND DOES NOT TAKE HEE JOB SERIOUSLY AND MAKES EXCUSES NOT TO ASSIST CUSTOMERS. I CAN ONLY SPEAK ABOUT MY EXPERIENCE WITH HER. SHE IS VERY UNKIND TO ME AND DID NOT SHE ENSURE OFFERED PROPER RESOLUTION INSTEAD SHE REFUSED TO CONTINUE THE CALL ON A POSITIVE NOTE AND FOR THAT SHE IS WRONG?????? BECAUSE I CALLED HER OUT FOR LIES ABOUT TRYING TO REACH ME SHE TOOK IT PERSONAL AND WHEN EMAILING HER I FOUND HER TO VERY UNRESPONSIVE AND RESPONDED WHEN SHE FELT LIKE IT. SHE ALSO DIDNT ANSWER MY QUESTIONS OR CONCERNS WITHIN THE EMAILS NOR DID SHE EVER AT GUVEN TIME CREATE URGENCY TO CONTACT ME OR OFFER IMMEDIATE RESOLUTION. IF SHE HAD MADE ME A PRIORITY AS I ASKED HER TO I BELIEVE THIS COULD HAVE BEEN RESOLVED SOONER THAN LATER ESPECIALLY IF THE PROPER CHANNELS WERE CONTACTED 3 DAYS AGO?????? THERE IS NO EXCUSE??

  AS I TOLD ********************* BEFORE SHE HUNG UP ON ME THAT I DO NOT BELIEVE ANYTHING SHE OR ANY WORKING FOR AT HOME SAYS BASED ON MY EXPERIENCE WITH HER AND THEIR STAFF. ********************* IS PROBABLY GOING LIE AND SAY SHE DIDNT HANG WHEN SHE IN FACT DID?? ONCE I CALLED HER OUT OF HER DISHONESTY SHE BECAME FURIOUS AND TOLD ME SHES NOT GOING TO ARGUE WITH ME BECAUSE I ASKED HER FOR SCREENSHOTS OF THE ***** CALLS AND VOICEMAIL SHE LIED ABOUT MAKING/LEAVING FOR ME. SHE THEN PROCEEDED TO SAY HAVE A NICE DAY IN A VERY RUDE ABS SNARKY MANNER. 
  I THEN SAID HELLO, HELLO IN DISBELIEF SAYING TO MYSELF DID SHE HANG UP ON ME. I PURPOSELY STAYED ON THE LINE FOR QUITE SOMETHING COULD AS WE NOT ON THE ***** LONG AT ALL AND DIDNT HANG UP SO SHE PROCEED AND SAY SHE DIDNT AND SAY THAT I HUNG TO SAVE HERSELF IF I REVEAL SHE HUNG UP ON ME. ********************* IM  FULLY AWARE IF THE CUSTOMER HANGS UP FIRST THE EMPLOYEE ISNT HELD ACCOUNTABLE. EVENTUALLY ********************* DID HANG UP AFTER ME STAYING ON THE FOR THAT LONG WHILE. BEFORE HER HANGING UP THE ***** LINE REMAINED SILENT AFTER MAKING HER OFFENSIVE REMARKS TO **. ARGUING IS THE VERY LAST I WANTED TO HAPPEN SO HER SAYING I TOOK PERSONAL. I DID NOT ARGUE WITH HER I STOOD UP FOR WHAT WAS RIGHT AND I DIDNT APPRECIATE HER DISRESPECT OR DISHONESTY.

  IF THERE IS A CUSTOMER THAT HAS AN ISSUE AND CONSISTENTLY CONTACTED YOUR COMPANY AND YOU NOT MAKE THEM A PRIORITY IT SHOWS YOU DO NOT CARE *********************?????? This experience has been extremely stressful and frustrating?????? This company is downright unethical, unprofessional and doesnt give one bit of care or concern for its customers. TO ANYONE THINKING SHOPPING HERE BEWARE?????? STEER CLEAR YOU HAVE BEEN WARNED??????

  Business response

  07/01/2024

  We are very sorry to hear about your experience and apologize for the frustration. This is not the level of service we strive to provide, and we take your feedback very seriously. We initiated an investigation and requested a refund to your original form of payment. However, the refund was paused due to a chargeback submitted with the credit card company. We have not disputed the chargeback, allowing your funds to be restored to the credit card used for the original purchase. Thank you for your patience during our investigation.

  Customer response

  07/24/2024

  I would like it to be known that this company is very unprofessional, unreliable, dishonest and has not a care in the world for its customers. The management and staff I interacted all need to be fired especially a manager by the name of *********************. She is very unprofessional, dishonest, rude, disrespectful and has not regard for providing solutions to customers. All she does is make up stories and copy and paste emails as if she actually wrote it. The responding emails Ive received from her very generic, general and had nothing to do with what I sent to her initially. My experience with this fraudulent and unethical company had the WORST EXPERIENCE I have ever encountered from a company. A warning ?? to all CUSTOMERS STEER CLEAR FROM THIS COMPANY IF YOU DONT WANT TO AN UNPLEASANT, STRESSFUL EXPERIENCE BECAUSE THEY DONT CARE ABOUT CUSTOMERS OR HAVE ANY INTEREST IN PROVIDING SOLUTIONS TO YOUR ISSUES OR CONCERNS. I HAD TO TAKE MATTERS INTO MY OWN HANDS MY ISSUE WAS NOT RESOLVED WITH THIS COMPANY WHAT THEY TIRED TO DO IS KEEP MY MONEY AND CAUGHT ON TO IT. The manager ********************* purposely gave me a BS response to make me think she was going to assist I knew she was being untruthful because she already was untruthful on multiple occasions with me directly or by telling one of the customers service reps to tell me or via false notes on their system. ********** is I only spoke to her once on the phone and she has told me so many untrue statements. The person she said would call NEVER CALLLED! Im so grateful I read right through her dishonesty and that I NEVER in life have to deal her this company ever again. I literally needed time before I could send this message. The experience was that bad???????? I WOULD NOT RECOMMEND ANYONE STEP FOOT INTO ANY OF THEIR STORES. ITS JUST NOT WORTH THE HEADACHE OR POSSIBLY OF SOMETHING GOING WRONG AND THEN THEY LEAVE YOU HANGING TO DEAL WITH ON YOUR OWN. AND THATS IF THAT OPTION IS EVEN AFFORDED TO YOU.
  

  Business response

  07/24/2024

  
  Hello,
  

  This incident involves a fraud investigation over a purchase amount of $9702.62 charged to an **** card. The customer did not take the merchandise from the store and later returned to request a refund. During the refund process, the customer input the wrong card. We informed her that the refund needed to be processed to the original **** card used for the purchase, but she stated she did not have it. As a result, we reversed the refund that was processed to the incorrect card.
  

  The customer then contacted our corporate office, accusing the company of stealing her money. Her case was escalated to me, and after working with our ******************** we discovered a chargeback from **** indicating that the cardholder did not make the purchase. We accepted the chargeback, and the funds were returned to the **** card that was used for the initial transaction.

  Business response

  07/30/2024

  Hello,
  

  This incident involves a fraud investigation over a purchase amount of $9702.62 charged to an **** card. The customer did not take the merchandise from the store and later returned to request a refund. During the refund process, the customer input the wrong card. We informed her that the refund needed to be processed to the original **** card used for the purchase, but she stated she did not have it. As a result, we reversed the refund that was processed to the incorrect card.
  

  The customer then contacted our corporate office, accusing the company of stealing her money. Her case was escalated to me, and after working with our ******************** we discovered a chargeback from **** indicating that the cardholder did not make the purchase. We accepted the chargeback, and the funds were returned to the **** card that was used for the initial transaction.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order for in store pickup. I received an email that my order was picked up, but I did not pick it up. I responded to the email, advising I did not pick up the items, and the company never responded. I called the store and was advised the order was logged as picked up in error and out back on the shelf. I asked for a refund and they said the only way to refund is to go to the store in person which is 40 min round trip out of my way. I reached back out to At Home corporate to have them refund me directly and they are not responding. This is unacceptable .

  Business response

  06/04/2024

  Greetings *****, 

  We sincerely apologize for the mistake with your order (***********), which was incorrectly marked as fulfilled and picked up. We have fully refunded the amount of $79.64 to your card ending in 2044. You should see the refund within 3-5 days. If you need further assistance, please contact our corporate customer care team at ******************************************** or you can chat live with an agent on our website.

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed to add another line to my mobile plan through **** to get a better rate on my bill and also get a new phone. My husband spent over an hour w/ the **** rep to make sure we would not have a bill over $200. I believe we initially call due to being charge for 5 phone protection plans when we only had 4 lines at the time. The rep reassured my husband that we would not have a bill over $200, my husband also adv the rep if the bill was going to be more that $200 we did not want to change anything on our plan. I am really upset w/ the company due to this being the 2nd time they told my husband about the bill being low and we get over charged. I feel like **** is allowing their reps to practice deceptive sales tactics, the req probably lied to try and get some incentive **** was offering their employees. I tried to speak w/ a customer service rep to get the issue resolved but he wanted to go over my bill and have me remove some of the things I currently hand but that wasn't the agreement my husband came to when he initially agreed to the changes. I have only received a total credit amount of $78, I am trying to get the issue resolved with out having to deal w/ a bunch of reps also be on the phone for a long time. I would like them to adjust my bill also provide a credit for the amount we have been over charged. They can also remove one of the lines due to this being the second time this has happed.

  Business response

  06/04/2024

  Greetings,
  It appears that you have submitted your billing issue to the wrong company. We are not affiliated with phone services. We are a decor store, www.athome.com.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 5/18/2024. I paid $193.94 for an area rug and pad. The business agreed to deliver me an 8x10 area rug and an 8x10 pad per their advertised listing on their website. Nature of this dispute is that what I received was a 7’10”x8’11” area rug. I reached out to customer service and provided pictures and ample evidence that I did not receive the product I purchased. Customer service stated the sizes of their area rugs are only estimates and that they would not taking any action to make it right, even though it clearly states in the product listing (that matches my order number) that this rug is indeed an 8x10 area rug. The pad was the correct size. I measured specifically for an 8x10 area rug which is why I made this purchase. Customer service did not seem to care at all about this, making it right, or keeping me as a customer. Order #: ***********  See attached pictures for what I ordered/was advertised verses what I received and their response to me bringing this discrepancy to their attention. I asked for compensation or to be sent the 8x10 I ordered and was denied either option.

  Business response

  05/21/2024

  Greetings *******, 

  We regret that you are dissatisfied with your rug purchase. Our rug sizes are approximate measurements, and actual dimensions may vary slightly based on the country of origin and manufacturing method. If the rug you bought doesn't meet your expectations in size, you can return it for a full refund. Alternatively, if you decide to keep the rug, we can provide a 10% discount. Kindly respond to your open customer care ticket to confirm if the 10% discount meets your satisfaction.

   

  Customer response

  05/27/2024

  I am rejecting this response because:   

  Your response is unacceptable for a few reasons. I have uploaded pictures detailing my experience of this business agreement from beginning to end and nowhere does it state size is approximant or estimated. The difference between the 8x10 rug I agreed to purchase and the 7ft 10in x 8ft 11in is NOT a "slight variation." That over an entire foot difference at one end! 

  I honored my end of this agreed upon transaction and, in good faith, paid for the advertised 8x10 rug. At Home did not honor their end of this entered in agreement/transaction. The false advertisement is well documented in my complaint. I will not ever shop at At Home again, therefore your 10% off coupon is of no use to me.

  I request either the advertised 8x10 product I paid for or compensation for the 1' 1" on one end and 2" on the other the item you sent me is missing. 

   

  Business response

  06/04/2024

  Hi *******,

  Thank you for your response. We understand your frustration regarding the approximate sizing of the rug. The refund offer was not a coupon; it was a 10% refund credited back to your PayPal account. Please let us know if this refund is acceptable or if you would prefer to return the rug for a full refund.

*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. ↩