Veni

Mar 28, 2025

Great Employee, Terrible Management – 3 Stars for Voila Only

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.