At Home
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Customer Service Catastrophe
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.