At Home — Attraction in Raleigh

My husband and I came to this store on 3 different occasions in the last week for various things to stage several homes- one being our new home as well. On TWO occasions we dealt with Justin who is the Store Manager at the Capital Crossing location- he is a young and very inexperienced manager who clearly has not been mentored in Customer Service. We spent over $700 in the store over the course of 3 days however on the two occasions that we dealt with Justin he lost $200 worth of business each time because we had TWO wall art pictures that one of the employees got off the wall for us because it was high up- and was marked clearance on the back of the store tags. We get to the register and Justin intercepts the transactions and goes to the cashier and said that the items were not correctly marked. I listened to him again explain that “he can’t honor the sale because he has CUSTOMERS walking around his store taking clearance signs off and putting them on items that are not on sale”.. Keep in mind we had his staff take the pictures off the wall for us and came straight to the register- we don’t have clearance stickers nor do we have red pens to mark labels on our person to change tags- WE’RE NOT THE CUSTOMERS HE CLEARLY HAS A SOUR TASTE FOR”!! So I asked him why then did he honor the SAME tag on another item that was less than $100 that had a clearance tag and did not ring up clearance he had no clear answer- so it’s clearly HIS discretion as to what applies to the “Store Policy” and what doesn’t! Or should I dare say “WHO” he will apply the store policy to and who he will not! It’s clear that apparently at this store he’s had interactions with customers who may have been doing dishonest business but it’s also very evident that now he sees ALL HIS CUSTOMERS this way! Which is very unfortunate for him and humanity as well as for the innocent customers who CHOOSE TO SUPPORT THIS BUSINESS IN THIS SEASON OF REOPENING, AND HAVE A GOOD SHOPPING EXPERIENCE!

I asked to speak to his manager which he claims he called as he went to the office- however he did not allow me the CUSTOMER to speak to her to explain my case- He claims that he will have her call me??? This created another layer of frustration for me because I would think to get a sooner resolution or at least allow me to share my experience with Heather his GM- at the onset of the issue- he supposedly speaks to her but doesn’t let me speak to her- I was given the “oh she will take your information and get back to you”!! This was at 3:15pm on 5/25 and she still has not gotten back to me as of yet!!

I plan to share my experience with Heather, Yelp, Google and other outlets to make customers AWARE of how Justin feels about them even BEFORE they patronage this store!!!!!

I’m also waiting for Heater to return my call assuming she actually got my information- because I HAVE HERS and will use it if I need to!!

I will provide an update as this experience...

You don't deserve the 1 star I had to give to post my comments. Zero stars describes my experience. The customer service at the store in East Raleigh is bad. My daughter and I went shopping there today. It was very busy there today (Saturday, May 16, 2020). The checkout line backed up way past the middle of the store. We stood in line 10 plus minutes, waiting patiently. After 10 minutes or so a girl rolled her cart in line right in front of us. Once I mentioned to her that she was breaking in line she said she was with the girl in front of us even though she had a full, separate cart. It was clear she continued to shop while her friend was holding a place. There had to be 30 people that were affected by this girl breaking in line. So, not only was it not fair to me and my daughter, it was unfair to the many people behind us.

I went to the front desk and asked the cashier to call someone to assist. The first lady that came to help asked the girl to go to the back of the line. They refused. The store employee then went to get reinforcement from someone I suppose was higher up the chain of command. This person, who I assume was the manager, came up and said it was basically okay for her to break line if she was with the other person. Her reasoning to us was that all the cashiers were open and it would not take long. After getting no assistance from the manager, we took our place in line in front of the two people that broke line in front of us.

The two girls threatened us repeatedly and used curse words. The store manager came back up to us and asked if they let us break line in front of them and our response was “no”. I said, “They were able to break in front of us without asking so what was the difference with us breaking in front of them?” She asked us to leave. I commented that the store had bad customer service and then she threatens to call security if I did not leave.

There should be a clear rule about breaking in line and it should be followed. No gray area no exceptions so the rule would not be hard to follow. I am sure there is video footage of the girl breaking in line. Maybe the manager needs further training on how to handle this situation. If the manager did not believe us she could have asked the 30 people in line behind us.

I do not plan to shop there again. I do not have one good thing to say...

If I could give this store zero stars, I would. This store has some of the most piss poor management that I have ever seen. My mother and I stood in line with our cart in a line that backed up all the way down the length of the whole store. Some woman with an overflowing cart full of items jumped in the line in front of us claiming she was "with" the person in front of us, although the two women weren't in line together for at least the first 10 minutes that we were standing there. Clearly the second woman was continuing to shop while her friend held a place in the extremely long line. We told the lady she could not jump in front of us and she refused to get in the back, so we complained to a manager.

The first store employee came back there and asked her to get in the back of the line and the woman refused. So the employee went to get yet another person to handle it This manager did nothing but make up excuses for the woman just because she claimed they were "together", even though she was clearly separate, with a separate cart and about 20+ additional items in her cart. My mother and I decided to take back our place in line by moving ahead of the ladies who jumped us, since your management did absolutely nothing about the situation. The two women began cussing at us, bumping me with her cart, threatening to put her hands on me in a violent manner, calling us inappropriate names with children and other patrons within earshot of their foul language - yet we, the paying customers who had done absolutely nothing wrong to begin with, were asked to leave by your incompetent manager with the threat of calling security on us!! Are you kidding me?!

Your store employees need to learn what right and wrong is, and then they need to learn how to handle those situations. Allowing customers to jump in line when the line takes 30+ minutes is absolutely appalling. And the customer's reasons or execuses for jumping 20 or more people in line is completely irrelevant. If your customers need to continue shopping while another person holds their place in line, then they shouldn't be in line to begin with, and they should be forced to get in the back and wait like the rest of your paying customers.

You lost TWO frequent customers today because of how terribly we were treated by your management, who clearly have no clue how to handle customers who are...