At Home — Local services in Plano

It is honestly quite mortifying even having to write about this experience. We enjoy browsing and purchasing furnishings from these stores but today has definitely left a bad taste in regards to the brand for me. I would definitely like some input from the company about my experience. We purchased a Christmas tree on 11/16/24 at the Garland location since it was on the way home from my In-laws. When we took the tree out of the box on 11/21/24 3 branches immediately fell off so we decided to return it. I brought the tree to the Plano location on 11/22/24 (7 days later) since it's closer to our house. I carried this 70lb tree inside the store and asked if i could return it. I said I may have lost the receipt but I thought most large stores can scan a credit card to find the purchase.

The register clerk tells me they can't process returns without the receipt. I talked to the Manager Vanessa who said it is their policy not to process returns without receipts, especially since it was a Christmas tree and people return old ones. I asked can't you just look inside and verify? She said she needed the receipt unless I was a rewards member and had a phone number attached. I called my wife and she found the receipt and sent me a picture. I asked Vanessa if they can scan the bar code on the photo and she said it is their store policy to only accept actual paper receipts. The barcode, My card number, transaction date, everything is already visible from the photo. I told her it is a 30 minute drive back to my house. She said I would have to drive home to get the receipt.

When I came back with the receipt I was shocked to see at the bottom it says that I can return items without a receipt by scanning my credit card. I asked Vanessa this and she said it was their new store policy enacted 30-60 days ago. I said isn't this receipt legally binding though? And couldn't you have just looked at the receipt on my phone to verify everything instead of having me drive home? She said that was not an option. They did process my return, and verify the tree was indeed theirs. Even on all of the cash registers there are still signs that state you can return items without a receipt. I feel like this whole process could have been much simpler. I understand everyone is just trying to do their job but shouldn't there be a more streamlined way for this to have been processed, and why do all of the receipts and store stickers still say you can return items without a...

I visited this location 2 days in a row, 5/15, 5/16. The first day there was a generous lady working at the checkout kudos to her her customer service was lovely! She was an African American lady I did not catch her name but 10/10 for a lovely experience.

On 5/16, (I spent almost $590), the lady at checkout, REGINA, was so rude that I felt like dropping everything and just leaving. When I was in line there was a couple behind me with just one thing to check out so I let them go before me since I had a bunch of stuff and I made a joke saying "you guys would have been here till midnight go ahead" we both laughed it off and the rep just gave me a weird look. Then when it was my turn, she did not greet us, kept taking big breaths every time I would ask her ANYTHING, kept picking on everything I put on the counter saying "you want this?", some of the stuff was 50% off so my dad politely asked "these items are marked off already right? and Regina goes "ARE you talking to me sir?" in such a rude way. I kept calming everyone down and letting it go, but then when it was time to scan a carpet I purchased, I was having trouble putting that on the counter since it was huge, Regina goes, "MA'AM, I NEED you to turn your cart to me and pull it up so I can scan", even though the rep the day before came out of her way and brought the scanner to the cart to scan our stuff on 5/15 since they were huge and heavy (vases). At the end of everything, I did not get no thankyous, no greetings, absolutely no response when I asked her do I have 30-days to return the marked off items or are they final sale?

I paid a lot, LOVE every bit of stuff I bought, but this kind of customer service is the reason why I would never come here again. Regina if you happen to read this, Please treat your customers with a little respect and curtsey; regardless of whether they have 100 things for you...

I went to store At Home, they have nice decor for the house. I found many items that were on clearance. When I went to purchase my decors the cashier was not helpful. So there were two items I really liked and they where the last pieces. One item didn’t have a sales tag but was on clearance. So I told her that there is no sale tag and that the last one. The cashier she asked another employee for the price they couldn’t find it after looking for the item for 5 minutes and end up telling me it not on clearance and it’s $30. Meanwhile I told her I came last night and it was on clearance but I wanted to make sure that it will go with my other decor. She was telling me that I am arguing with her when she could’ve found a better solution to sell me the item. If they have things on clearance they should honor it or try to satisfy any customers. There was another item that had few cracks on the stand and she was telling me 10%. I told it that the last percentage you can take off she like ok 15%. I felt like they make up any percentage. Overall I didn’t like how she was rude and not helpful though I did purchase items that night.

Also make sure when you purchase items from that store to double check because most of there items have a defect even though they are not...