At Home
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I recently purchased a patio couch…
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.