At Home — Local services in Richmond

This review is for the terrible customer service I have experienced on several occasions. I have ordered a few times via their online curbside service, which evidently collects your payment information but doesn't charge it. When I get there, they have a designated area where you can park for curbside delivery and call or notify them online that you're at the store. NO ONE CHECKS and it forces you to go into the store after waiting a good 30+ minutes. Once you do go in, there is yet again a designated check out counter that is labeled as curbside or online pickup, however, the cashiers completely ignore it and use it as a regular check-out counter as I have been told that I cannot pick up there and must get in the back of the line to pick up..DESPITE THE FACT THAT THERE IS A HUGE SIGN THAT SAYS "ORDER ONLINE FOR CURBSIDE AND SKIP THE LINE." So I get back in line, waiting, and finally get to the counter. I tell the lady that I ordered online for curbside and she scans my barcode, tells me to step out of line and wait for them to get my order ALL WHILE THEY RING UP THE OTHER GUESTS THAT ARE WAITING IN LINE AFTER ME. So finally, she comes back with my order and you'd think that with the credit card information they collected online, you'd have paid for it already, but instead, they tell me to get back in line and pay for it. Their electronic card reader makes you use the pen to sign and approve and THE WHOLE POINT OF CURBSIDE PICK-UP IS TO MINIMIZE CONTACT AND EXPOSURE. By this point, I waited unnecessarily, was forced to go inside and expose myself because they don't pick up the phone or check their systems for curbside, waited some more and had to still make contact with staff and their equipment just to pay for an item that I had already input cc information for online. THEIR STAFF NEEDS SERIOUS RETRAINING ON PROPER PROCEDURES. THIS IS TERRIBLE CUSTOMER SERVICE THAT GOES AGAINST COVID...

Honestly, I've grown to despise At Home. They are the most overpriced store when they should be WAY more affordable. For example, a simple lawn chair is about $80. You'll see literally hundreds of them too because NO ONE buys them. I don't get why whoever owns this company hasn't realized no one wants their overpriced garbage. The only times I've purchased stuff was during the holidays because their small stuff is relatively cheap. You'll almost never see anyone leaving with one of their $400 patio furniture sets, $100 chairs, $120 paintings, or anything else bigger than a pillow. They have great holiday sales and such, but some advice- if you are shopping for a holiday, shop way before it comes up. Like if you try to go shopping the week of or the week before, that's when people act like vultures and take everything good for themselves and crowd the aisles. Go weeks to a month in advance to avoid stress and annoying people. Anyways, I would highly recommend Ross or Home Goods over At Home. Seriously, I went to Home Goods for the first time recently and for under $60 I got two big king size pillows, a set of 20 nice drinking glasses, dish towels for the kitchen, mats for plates, and some decorations. I promise if you go to At Home planning to spend the same amount, you'll leave with one or two of those things. Dear At Home- I can't wait for you to go out of business. You're ripping...

Bought two wood decorative cabinets at sugarland location. One was damaged (missing a piece of the door). Sugarland didn’t have any more so told me to try Richmond store. Drove an additional 30 minutes out of the way to go there. Go to return the damaged one and get another one. Manager (very tall male) begrudgingly agreed to let us open the new one in store to make sure it wasn’t damaged. It was. So he proceeded to tell us that we couldn’t open any more boxes in the store and that I would have to purchase, take it outside to the parking lot, open it in 92 degrees and if damaged get back in line to return it until I could find one not damaged. If my college kid hadn’t had her heart set on these I would’ve walked. So we ended up opening 3 at that store of which the last one wasn’t damaged. They clearly have a supplier issue. I said so you expect customers to keep damaged products and he says yeah, some will. Guess what buddy? I am not that someone. So he ended up with the same number of open boxes and has lost at least 4 customers from my family for good. Great job driving...