Homesense — Local services in East Hanover

I am a frequent customer and generally appreciate the range of products offered at this store. However, my experience with the cashier at the checkout counter today was deeply disappointing and unacceptable.

I intended to make a significant purchase, including dinner sets and multiple single pieces, and requested that the items be wrapped in paper to prevent breakage during transportation. The employee at the counter, a tall African American woman, was unprofessional and dismissive in her response. She stated that the store does not provide wrapping paper and suggested that I purchase a used cardboard box instead.

Shortly thereafter, another employee intervened and informed me that wrapping paper was on order but had not yet arrived, contradicting the initial statement. When I expressed dissatisfaction with the inaccurate information and decided not to proceed with my purchase, the original employee escalated the situation by making inappropriate and unprofessional remarks. She implied that I would return to the store later despite my complaint and continued to argue with me in a manner that felt harassing and disrespectful.

This behavior is entirely unacceptable for any customer-facing role. I strongly urge the management team at Homesense to investigate this incident and take appropriate corrective action to ensure all staff are trained to provide polite, respectful, and professional customer service. Such behavior not only damages the store's reputation but also alienates...

I haven’t visited this store in person, but my first impression came from a phone interaction. I was at the HomeSense in Watchung, NJ, and wanted to check if a particular item was in stock at the East Hanover location. A Watchung associate advised me to call directly, so I did hoping to save myself a trip.

Unfortunately, the experience was very disappointing. The woman who answered the phone was loud, rude, and didn’t give me a chance to speak. When I asked why she was yelling, she cut me off and demanded to know what item I needed. I said I had the item number, but she insisted I describe the product. As I tried to explain, she interrupted again, saying, “I’m not trying to be rude, I’m just trying to figure out where you need to be directed.” I calmly responded, “You’re being aggressive,” and she immediately hung up the phone.

I called back and spoke to another representative who was much calmer and more professional. She confirmed the item wasn’t in stock. I asked to speak with a manager to share my experience. The manager’s response was equally disappointing she simply said, “That’s the way she talks.” I explained that dismissing customer feedback with excuses is poor customer service. I told her I would be leaving a review because this kind of behavior is unacceptable. I hope...

I frequent this store as well as many other Homesense and home goods in the area. I have never experienced anyone as rude as the women at the register today. (She had a European accent, I did not catch her name) It seemed like she just wanted to give me a hard time for no reason! I first came in to return an item and I wasn’t sure if it was purchased at home sense or home goods as I was trying to locate my receipt. I first gave her a receipt that did not have the item on it. I then asked her how I can identify the correct item on a receipt so I can come back when it’s found and not waste anyone’s time. She was very defensive staring “ it was her job “ I later figured it out from a home goods employee next door. I then returned with my correct receipt and she harassed me about my credit card and my receipt - which was all correct and I had my card on me. The point is - she was so incredibly rude and should not be dealing with the public. I never write bad reviews but this woman was not the person I would want representing my company. I will say that there are other very kind, friendly people that work there. But I doubt I will go back to this store and be forced to interact with such a...