At Home — Local services in Katy

The only reason this location is getting a one star is because I can’t leave a review without it. So the reason I’m so upset with the customer service at this store is because I have been shopping at At Home for years. In all of my many visits I’ve never felt so mistreated and undervalued as a consumer. Here’s the scenario: I went to this At Home on Saturday on two separate occasions. I recently moved so my kids and I are decorating our new place. The first visit I spent $230 then I went back for an accent chair I saw on the first visit. The second purchase was $310. So I finally have time last night to set up my table only to find out one of the place settings from the tableware set I purchased was missing. Picture attached so you can see one setting is missing. I’m thinking no problem I need more plates so I’ll go purchase another set and just get that one discounted since I’m short from the other one. I could have boxed everything back up and asked for an exchange but after lugging furniture up two flights of stairs all weekend I was over it. So I said I’ll keep what I have and just buy another set since I need additional plates anyway. I have my receipt and the picture above to show the manager my issue and I asked for a discount on the other set. I was originally told this could be done by one manager then another one said that it couldn’t. She insisted that I had to go home and bring back the original box with the missing items before she could give me a discount. I was confused because I’m literally trying to spend more money because I need more plates and just asked for a discount for what I was shorted. My request was denied and the stated I’d have to bring the dishes back which I agreed to do but this time I wanted my money back and I would purchase my plates elsewhere. All of this could have been avoided with a simple 10% discount but on principle alone I drove back to my house loaded up the set and took it back getting my refund. I’m typically a reasonable person but this experience proved that customer service has gone down the tube. Needless to say I won’t be spending another dime...

Placing an online order for pickup at this store was a nightmare! Before purchasing the item I was interested in, the site stated it can be picked up in 2 hrs. After 2 hrs of placing the order….I didn’t receive any updated information therefore I called the store. I initially spoke with Natalia, she informed me that she’ll have the order ready in 10 mins which was perfect due to me already being in route to the store’s location. As I was pulling into the parking lot, she calls me back to let me know they didn’t have the item I purchased. At this point I’m annoyed at the situation, but hey it’s not her fault. I then asked her how would she/the store provide me with the discount code I used while purchasing my order. I no longer had the actual code because I trashed it after I placed the order. She insisted she couldn’t give me 1, that they themselves don’t have codes in store (which is a lie), and that if I chose to go to another location I should just explain the situation (her not taking in consideration I PURCHASED THE ITEM ONLINE!). I insisted on talking to a manager, she initially lied and stated no one was above her to speak to until I pressed the issue. She was completely dismissive and had an attitude. While waiting I asked for a corporate number because at this point it’s about the principle. Again she chose to lie and state there wasn’t one as if Google didn’t exist. Collin proceeds to get on the phone, claims he’s a manager and lies about corporate info as well until I verbally called out the number. Mind you I was ONLY asking for something in writing via text/email that I did in fact have a discount and due to the store canceling my order my discount should be useable despite me NOT having the actual code. He insisted I email them which DOESN’T fix the issue immediately ESPECIALLY when a customer is STILL wanting to spend money at an At Home store. At Home needs to fix their generated emails that are sent to customers with cancelled online orders. If that’s not possible, the store REALLY needs to put a different protocol in place because dealing with a rude and dismissive...

Oh wow. I went to the At Home in Pflugerville with my wife when we moved here from Kansas City last year, and we LOVED it. We have spent thousands of dollars there. We were in Houston tonight and decided to get a comforter set for our guest bedroom. In reviews, I try to refrain from using superlatives, but in this case, I feel like it is appropriate. This store was hands down the most unorganized, most run down retail store I have ever visited. This store is even worse than the worst Kmart Ive seen. I was convinced it was originally a mall, but after reading online, I now understand the history of the building. That said, At Home is in expansion mode, and I cant imagine why they would open up in such a large building, especially without extensive renovations. It looked like a space At Home was temporarily using to store merchandise. It was so disorganized, it was literally painful to shop there. Im usually all for retailers using repurposed space to save historical integrity, but you cant just throw merchandise in a gigantic building with three or four employees and not be judged. Clean it up! With that said, I need to address something a little more serious. The restrooms were a nightmare. All the toilets were dirty, the roof had leaked a gallon of water on the floor, and gunk had built up on the sinks from lack of cleaning. I will be contacting the city of Houston Monday morning to report these code violations. A disorganized store is one thing, but an unsanitaty unsafe store is another....