HomeGoods — Local services in Bee Cave

I've made many purchases in HomeGoods, but I won't be back after today when an incident occurred at the Lakeline location in Austin. I purchased a candle last week, burned for 10 minutes and found that it had absolutely no smell. No one in the house could smell it, (although we could smell everything else). I brought it back with the receipt, not expecting a refund, but store credit or perhaps an exchange, as I've purchased many candles from HG and they all have a scent. My first cashier spoke to the manager (an older woman with short salt and pepper hair) about it and told me that they couldn't do anything. I decided to wait patiently for the manager to finish helping another customer so I could speak with her. I’m not exaggerating: when she saw me, she YELLED at the top of her voice, "MA'AM, DO YOU WANT TO TELL ME WHY YOU'RE BRINGING BACK A USED CANDLE FOR A REFUND?!" I told her I was simply waiting to visit with her about this when she was finished with the previous customer. There was no need to yell. I tried explaining the situation to her, and she replied that I didn't burn it long enough to tell. She then had the audacity to ask me if I had COVID. She also agreed that the candle had very little scent. Finally, she grudgingly gave me store credit and didn't say another word to me. I've never returned a candle before, and I rarely leave reviews, but there was absolutely no need to address a customer in this way. She chose to yell at me in front of a long line of customers before she had even spoken to me about the issue.

I was horrified and...

I bought a teapot from this store and this teapot (the picture is enclosed) ruined my summer due to lack of quality. One morning, when I wanted to make tea, I poured the teapot that was in room temperature with boiled water and suddenly the bottom of the teapot came out (it broke in half) and boiled water went through my thigh. After that I immediately went to emergency room of a hospital. The doctors diagnosed it as second degree burn and I had to stay at home for about 15 days!! During this time my husband talked with HomeGoods several times and they referred us to the "main" vendor whose insurance company was the Zurich American Insurance Company. We talked to this insurance company for about one month. They got all the information including when, how, and why it happened. After one month, they passed us with another insurance company called The Hartford. It took more than 4 month for this company to process our case! At the end, they contacted me and said it wasn't our fault maybe the teapot got the problem during transportation!! They accepted no responsibility for this. During these 6 months, not only they did not compensate the expenses that we had because of this incident, they wasted so much of our time and they even did not apologize for this. The place of burned area will stay on my thigh for ever. This is a shame for this company who does not care about their customers at all. The only thing they care is MONEY! I will never ever come back to any...

While I was shopping for my mother here today I noticed a beautiful leather sofa that I was interested in purchasing for myself. I asked a very kind elderly male associate regarding the purchase of this couch and he advised me regarding the shipping etc. and said to talk to a manager about any other questions (the couch had some minor but noticeable damage to it and I had asked him if I could negotiate a slightly lower price as a result). However on my way to asking a manager, a female sales associate rudely and aggressively asked if I “needed” assistance. I know I’m probably not the typical audience at home goods (I am a male in my early 30s) I asked her about the price and was stunned with how rude and unprofessional both her tone and the accusational nature of remarks were. Frankly, I had the money and still would have bought the couch but she was so incredibly rude “sir we don’t do that here” and dismissive, as if I couldn’t afford the couch that I was completely dejected and this store has forever lost my business. Whomever is managing this store really aught to train their floors people to treat every customer with respect and not make assumptions because again, I was prepared to spend well over a thousand dollars on a couch that will likely end up in a dumpster if it sits on the floor for much longer (an anecdote from another employee, they literally throw away things that they mark down “too low”). This place is hostile, wasteful and rude....