At Home — Local services in Houston

I have to start by saying if you want to spend money here and then be told rudely you can not even exchange merchandise after purchasing 45 mins earlier then please don’t shop here. I was super excited to shop here based on all the online merchandise. I decided to visit the location on Gessner because it is close to my home. As I proceeded throughout the store I will say they seem to be pretty organized and have so many selections to choose from when you are trying to decorate your outdoor oasis! The main reason I went to the store was to purchase a bench chair I like and go from there well guess what I got home and the bench chair was way to big for my chair. I immediately went back to return because everything I purchase was customized around this new bench chair. I arrived asked for a manager and Jess came around the corner and immediately said no I can not take your things back because you took it out of the store I even took it an extra step to bring my chair cushion to prove that the new bench chair I purchased was definitely not the right size. She again proceeded never once to offer some kind of solution it was just a flat out no. Jess is rude and then she proceeded to step back while talking saying she has to social distance I was like wow really! I am in the retail industry and I have never seen such rudeness coming from a store manager ever. I can promise I will never go back and as a new customer what a horrible first impression. I can tell you know don’t spend your money on the decor here go to Home Depot or Lowe’s where you will get great service and get to return no matter what this is taking care of the customer. At home has no problem taking our money and to put a no return policy then close your store each one of us has the right to change our mind if the selection we chose did not work out and I truly wanted it to I was so excited! Remember Jess the manager don’t even waist your time with her call corporate if you can’t resolve an issue you may have!! Anyway continue to get creative during COV19 just don’t do it...

On December 10, I visited the store and was greeted by the cashier. I informed her that I needed a manager and that I would return shortly. As I walked to the back to get a replacement item, I was approached by Ralph, the store director. He didn’t introduce himself or anything. He simply said, “Yes, sir.” I responded, “Oh, you’re the manager?” He confirmed, and I said, “Oh, okay.” I then asked how he knew it was me who had requested him. He replied, “Because the cashier told me.” I said, “Okay,” but then I asked, “But how me?” He said, “Im good.” I laughed it off and explained why I was there. I recounted the previous incident and the events that had transpired. I informed him that I was looking for the same accommodation. He said that something shouldn’t have happened before and essentially refused to honor my request. I reminded him that we had had a previous encounter and wanted to let him know the outcome. He then informed me that his employees wouldn’t have done that. I identified the employee and said that was them he responded , “Well, that’s not me,” and shrugged it off. I then pointed out that he seemed nonchalant about my entire encounter. He responded, “I’m not.” I said, “Sir, look at the way you’re acting.” I informed him that I would go to a different @home and shop. He said, “Okay, bye,” and then informed me that I would be contacting customer service on this matter. His behavior was very acceptable, and for him to be the store director, I expected different behavior. It seemed like he didn’t even care about customer service...

If I could leave zero stars I would. We just walked out of the store and away from a cart full of merchandise because a store employee named "Brandie" was so incredibly rude to us. My husband and I were shopping after having dinner. There were maybe a handful of shoppers in this Costco sized store. We were getting ready to check out when Brandie approached my husband and I to tell me I had to put my face mask back on. I had removed it to take a sip of water. I recently had stomach surgery and therefore I cannot chug water and have to take "sips". I tried to explain that to her and she told me that other employees had told her that I was walking around the store without my mask on and that I couldn't drink from my bottle in the store. There was never even another shopper around us as the store was empty. I don't think Brandie who was quick to inform me she was a manager understands the purpose of wearing a mask and I'm shocked that she's in a position of management with the attitude that she had towards my husband and I. We will not be shopping here again.. I've never felt so unwelcome at a store before. If you are reading this please let Brandie know that she may want to revisit the purpose for mask wearing:

The order directs any businesses providing goods or services to require all employees and visitors to wear face coverings in areas of close proximity to co-workers...