At Home — Local services in Johnstown

Update: I followed the response below and emailed customer service again. Still waiting to hear from them months later. Also emailed someone higher up with the same results. Have not been back to this store since and will continue to avoid. Hope it got better.

I've been debating leaving a review about this store after my experience with management. I generally like the products the store provides but I am convinced that management doesn't actually want or care about customers based on how disrespectful they treated myself and my family. I understand that stores can be busy and staffing short but i was treated with hostility by the manager for asking for a price check, argued with publicly at the check out and pursued after we asked to no longer engage with her. I want to make it very clear that when myself and my family asked for help we were not rude, we looked for an employee through out the store for over 15 minutes and patiently waited for help. When we checked out this manager did not want to honor a discount her employee was trying to give us for a damaged floor model when we had just witnessed her honoring a much larger discount for an older lady with no proof of the coupon with no argument or disrespect. When we asked her about her attitude and hostility we didn't receive an apology or explanation. We asked for her managers info and received an email. When we tried to leave she continued to engage us now asking is we needed help loading the item and "how can I make the experience better?" We continually asked her to please leave us alone and not engage us anymore as we were upset. She continued to follow us to the door, stepping into our personal space and asking questions. My family member had to keep taking steps away from her and put his arm and hand out to stop her approach. She herself told us she has over 30 years in retail. We have sent an email about the experience and disappointment but have not heard word back from anyone at this store or company. I do not like to leave negative reviews but after this trip I feel so strongly, I will leave one. Needless to say I will not...

Pros & Cons

Pro- I love the carpet section at this store. It is always tidy and neat. I hate how the other store (LONGMONT) has rugs strewn all over the floors. Blocking walkways, and making it hard to pass through with carts. Or how other store (LONGMONT) have like 15 of the same rug unraveled and thrown about. The Johnstown store has them secured to the display racks where you can view them with ease, you can feel the texture of the rugs without the fear of touching other people foot fungus (SO SMART SO GERM/FUNGUS/COVID SAVY AND HYGENIC TO KEEP THEM LOCKED ON THE DISPLAY- BRAVO to whoever's idea this was!). All the rugs are on the right racks and organized so well I never have to hunt for a rug number, or rummage through the whole department. The manager in this department, Wes, is knowledgeable, helpful and always courteous. The other departments could take a queue from him.

Well lit store, clean bathroom facilities, hand sanitizer dispenser. Nice big store, lots of great items. Great deals.

CONS-

The other departments are often in disarray, poorly organized, poorly stocked.

Store director often heard screaming at her managers and staff. Very hostile and unstable woman. She probably should not be working retail, she should probably not be working with the general public period. She really ruins the atmosphere, super unprofessional and makes it very unwelcoming for customers in the store. She should be let go for the prosperity of the store... Plenty of good and professional people out there that could do her job with more couth and class.

Poorly staffed... Probably due to the store director(GM whatever she is). This store is great. They cant seem to keep the employees. The laws of business show that attrition and unhappy employees are directly tied to poor management and structure in a retail...

Very poor customer service due to mismanagement and complete lack of communication. For starters the management team was congregated at the front door (not great appeal) when there are customers coming up to the register asking for help because there is nobody available on the sales floor. I have a 10% which expires on April 2nd however the curtains that I had wanted and need 4 of there was only 1. They did not have anymore in stock and did not know if more would be getting anymore on the incoming truck. I was told to check back, I asked if my 10% discount would be honored as it will be expired before I make it back in, a lead associate came over and said yes we accept expired coupons. My sister then has her item rung up and provides her coupon that expired 9 days earlier, the store manager comes over and says we will not accept that and walks away. The lead associate then had to go track her down as she disappeared when clarification was needed. While this was all going on lines we getting long and there are only 2 cashiers. Needless to say nobody in the store knows when and if e-mailed discounts will be accepted even if the products are not available in store. I was so excited to see this store open, close to me, needless to say this has been nothing but a disappointment and I will no longer be supporting...