At Home Avaliações 101

I recently purchased a patio couch online, but unfortunately, it turned out to be very uncomfortable. After researching the return policy on the store’s website, I followed the instructions and brought the item to the nearest location for a return.

Upon arriving, I asked the first associate I saw how to proceed with returning the couch. She was genuinely kind and responded, “Good question,” before consulting a second associate—an older woman—who immediately said the task was too difficult for her and suggested calling someone else for help.

While we waited, the second associate, who was assisting another customer, looked over at me and, in a rather snarky tone, said, “You know we’ll have to inspect the couch, right?” I calmly replied, “Of course.” She then asked for my e-receipt. I explained that I never received one, but I had a text message with the order number and proof of purchase on the website.

Soon, a third associate arrived and instructed me to bring the couch inside. After doing so, she called over a fourth associate and then walked away, whispering and pointing at the couch—which, by the way, was practically brand new.

The last associate asked why I was returning it, and I explained that it was simply uncomfortable. The third associate asked if I was a Perks member. I confirmed that I was and provided my phone number. She then pulled up my order and acknowledged it.

At that point, the fourth associate gave her a look that said, “We have no choice—we have to accept the return.” The third associate processed it but then told me, “You won’t be allowed to return anything here ever again.” I asked why, and she vaguely replied that the return policy had changed, offering no clear explanation about how that affected me specifically.

What they didn’t know is that I had originally planned to shop for additional furniture that day. However, due to the poor customer service and the way I was made to feel—like I was doing something wrong—I have decided I will never shop at At Home stores again. You’ve lost a customer for good.

My experience with At Home regarding a damaged cabinet has been an absolute disaster. From my initial contact on April 26th to today, May 8th, their handling of this issue demonstrates a shocking lack of care and efficiency. This ranks as the worst customer service I've ever endured.
Upon receiving the damaged cabinet, I immediately notified At Home, including a photograph and my contact details. What followed was a ridiculous back-and-forth that exposed a complete breakdown in their internal communication.
Despite my repeated attempts to get an update (May 1st, May 3rd, May 6th), I received only vague apologies and promises of information from the elusive "merchandise team." It was obvious that different departments weren't talking to each other. I was told the vendor could identify the necessary part from a picture – a claim that proved false since no one ever asked for the specific part number, which I provided as "Panel C" on April 30th.
A resolution timeline? Non-existent. Initial replies offered no guarantee about when or even if the part would ship. When I pressed for a potential delivery date, I was met with more stalling. Now, over two weeks later, the only action At Home seems capable of is passing my emails along to this unresponsive "merchandise team."
To add insult to injury, when I finally requested a return label and a full refund (April 30th), the situation became even more absurd. On May 8th, I was informed that while the return is "free," I am responsible for scheduling the pickup! This is outrageous. Why should I, the customer inconvenienced by their damaged product and their terrible service, have to arrange the logistics for its return?
Charlita from Corporate Customer Care kept insisting the vendor received the necessary information from the start. Yet, my follow-ups clearly showed a lack of understanding or action on the vendor's side. Blaming vendor delays as being "out of their control" is a weak excuse. A company is accountable for its vendors' performance.
This entire ordeal has been marked by endless delays, a complete lack of clear communication, and a blatant disregard for my time and frustration. Instead of taking ownership and fixing the problem, At Home has made me chase them for updates and now expects me to handle the return of their damaged merchandise.
The sheer incompetence and lack of customer care I've experienced are unbelievable. Anyone considering a purchase from At Home should seriously reconsider. This has been a customer service nightmare, and I will be sharing this dreadful experience with everyone I know.

The products are beyond cheap and nasty. Soooo bad. I managed to get a rep via chatbot who was actually very helpful. She asked for photos of thecondition of the sofa pillows showing poor stitching and terrible stuffing. One pillow arrived with rip. She issued a full refund no further questions.

Unable to reach anyone by phone. When I finally got called back by a customer service rep, she was totally uninterested in helping me. She didn't seem to understand the issue at all. That was a defective coffee table whose screws were too small for holes.
Delivery of second item: Left in unsecure place with no notification to me that they had arrived. Did not bring heavy item up to my 3rd floor apartment. I ordered two patio end tables. Though I ordered two of the same, one was larger than the other. Don't know how the patio loveseat is yet, as I have to figure out how to get to my apartmenmt. Will never order from them again. This was a $650.00 mistake.

I got so many great items at a reasonable price ! I absolutely love it. The young lady at the cash register was very nice and polite. I believe her name was Grace. I love how she connects with you with the items you purchase. I just love this store.

The store was neat and full of so much, it's very tidy and orderly. But the cherry on top was Ms. Sherry Lugo, she went above and beyond to help me and did it with a glow and a continuous Smile 😃. She made my visit worth while. Thanks Ms. Sherry and Store #66.

SCAM...SCAM...SCAM!!!! Had to cancel my credit card... how do these people freaking sleep at night!!!!

I can’t say enough good things about my local At Home store, and it’s all thanks to the incredible management of Wilson and his amazing team. From the moment you walk through the doors, it’s clear that this isn’t just another home décor retailer—it’s a shopping experience that feels welcoming, inspiring, and downright enjoyable. Wilson, the manager, is the heart and soul of this place, and his leadership shines through in every detail, from the pristine condition of the store to the cheerful attitudes of his staff.
Wilson is the kind of manager you hope to encounter everywhere but rarely do. He’s always helpful, greeting customers with a genuine smile and a readiness to assist, no matter how busy the day gets. Whether I’m hunting for a specific item or just browsing for inspiration, he’s there with suggestions, answers, and a friendly demeanor that makes you feel like a valued guest rather than just another shopper. It’s obvious he loves what he does, and that enthusiasm is infectious. I’ve seen him go out of his way to help customers find exactly what they need, even if it means digging through stock in the back or offering creative ideas to match their vision.
His team reflects his leadership perfectly. The workers at this At Home store are some of the best I’ve ever encountered—well-trained, approachable, and genuinely happy to be there. You can tell they adore Wilson, and it’s no wonder why. He’s cultivated a workplace where everyone seems to thrive, and that positivity spills over into their interactions with customers. They’re knowledgeable about the products, quick to lend a hand, and always eager to ensure you leave satisfied. I’ve never once felt rushed or ignored, which is a rarity in retail these days.
The store itself is a masterpiece of organization and cleanliness. It’s always immaculate—shelves neatly stocked, aisles clear, and displays arranged with care. It’s the kind of place where you can lose yourself for hours, wandering through rows of furniture, décor, and seasonal treasures, all beautifully presented. I’ve been to other home stores where chaos reigns, but not here. Wilson clearly sets a high standard, and his team delivers every time. It’s a joy to shop in such a well-kept environment.
As a customer, I absolutely love coming here. Spending my money at this At Home feels like a treat rather than a chore. The variety of products is fantastic, the prices are reasonable, and the atmosphere makes every visit a little adventure. Whether I’m sprucing up my living room or hunting for holiday décor, I know I’ll find something perfect—and I’ll enjoy the process thanks to Wilson and his crew. This store has become my go-to, not just for what they sell, but for how they make me feel while I’m there. If you’re in the area, do yourself a favor and stop by—you’ll see why this At Home, under Wilson’s stellar management, is a cut above the rest.

Called corporate, a woman answered and gave me another number, the woman from corporate would not give me her name, not sure why, but she was impolite and impatient to say the least. She redirected me to “customer service “ giving me another number to call, thankfully, they were very helpful and found the product and located the product. The store in Chantilly never answers the phone ! Never! I have called them for the past 5 years, maybe once or twice a year, for 5 years, they have never answered . If it wasn’t for the customer service rep who located our product, we probably would have never found the item. She was efficient!

The 1 star is NOT because the store does not answer, it’s for the woman that answered the phone with corporate, the woman that I spoke with today march 31 at about 2:45 pm est, she just wouldn’t give me her name to reference her. She was short and impolite! And simply refused to give me her name!
That’s terrible customer service! Very shady to say the least, unfriendly. What kind of business is this? I told my husband let’s just order a different product from Amazon and he did, no drama and no poor service, operator clearly identified herself when I called. Pergola was 299 and it will be here tomorrow!

I recently visited At Home to exchange/return unused curtains, and my experience started off great thanks to Voila, the cashier who assisted me. She was incredibly helpful, patient, and polite, making sure the process went as smoothly as possible despite a new system being in place for only a few days. Even when faced with challenges, she remained professional, kind, and dedicated to helping me. It’s rare to come across employees who truly care about customer experience the way she does, and she deserves recognition for that. The only reason I am giving 3 stars is because of Voila—she was the one bright spot in this experience.

However, my experience was ruined by the manager. When Voila called for her assistance (since the new system requires a manager’s approval for exchanges/returns over $50), it took 39 minutes for her to show up. I ended up letting other customers go ahead of me while I waited. When the manager finally arrived, instead of simply approving the exchange/return, she was rude, condescending, and unprofessional—both to me and, more importantly, to Voila. Instead of supporting her employee, she acted as if she needed to prove herself as the “smart one,” belittling Voila for not being 100% familiar with the system that had only been in place for a few days.

Employees deserve respect and dignity—they are not slaves. Watching such a hardworking and kind employee be treated this way was truly disappointing. Voila handled the situation with grace and professionalism, far more than her manager did.

While I love the quality and prices at At Home, I don’t think I’ll be returning as long as this manager is in charge. No one’s time is so worthless that they should have to wait 39 minutes for a simple approval, only to witness such unnecessary disrespect.

Thank you, Voila, for your outstanding customer service! You are the reason customers keep coming back, and you deserve to work in a place where you are valued.

Great job by friendly cashier Melissa in Mansfield!

Bought a dining table and paid for next day delivery. Table was not delivered. No communication to inform us of any delay and I am trying to get someone to provide information.

Update: Called At Home the next morning and was told that the person from the delivery company came to the store in a personal vehicle and could not fit the dining table in his car. (Communication to let us know that it was not going to be delivered would have been nice.) The rep said that the delivery company would return and deliver it that next morning. I told the At Home rep that no one was home to receive it and to please deliver it the following day. She said that a note would be put on the table to not deliver it until the next day. An hour later, I got an email saying that it was on the way. When I got home that evening it was indeed on the doorstep despite my request to not deliver it that day.

On the plus side, we're satisfied with the table itself.

I ordered a 3 vase set from the Loveland, Ohio store and received an email saying thank you for picking up your order. I called the store and was told that it was a mistake and they would credit my bank account. I’ve called numerous times and they have not credited my account. Different managers keep saying that they’re waiting on corporate to do it. I just want my money back, it’s ridiculous and fraudulent.

I was helped at your location at 900 Metropolitan, Charlotte NC. There I met Jennifer, Nikki and Michael. You made great choices. They were helpful, knowledgeable and these are rarities at this current time. Sorry I forgot personable . Doris appreciates them more than they will ever know. Hooray for that location. Luv my throw too. Lying on it now with my pup 🐶

I haven’t been to the store for a while and I have to say it is THE CLEANEST & most organized ever! The picture department used to be super chaotic and messy… totally uncluttered and organized as was the rest of the store! Must be a new store management team~ kudos! Wauwatosa, Wisconsin Store #124

If there was a minus star that's what I would choose. I order two of the digital wall calendars. According to their tracking they have been delivered. No they haven't and there doesn't seem to be a way to contact. I don't want a refund, I just want the products I paid for.

Avoid this place. Go to Home Goods. Horrible organization.

It is January 6th. All the stores have marked down their christmas decor from 75% to 90% off, except for Athome at 50%. I asked the manager and she said they will not tell the employees, but normally it's at the end of January. That's Ridiculous, ppl are storing away christmas decor no late than the second week in January, and decorating for Valentine Day. Maybe this is a tactic, to restock the decor, because at this point must consumers spent their money elsewhere. Please change that practice.

Thanks,
Valued customer.

This site and online ordering is a scam. I ordered they took my money and I never received anything. Then they sent me a tracking site that never worked and then it updated and said it was delivered but it never was and now the online email suddenly cannot be found. It's a scam, don't order from them!!!!

I ordered two calendars totaling $80 on December 22, 2024 and paid expedited shipping. I haven’t received items and they won’t respond to emails. There is no other way to contact as the tracking link says it doesn’t work. Duped by the online ordering!