At Home — Local services in Springfield

Just had a very frustrating interaction at this store. I purchased items using my rewards points and now when I want to return them they will not refund me for the full purchase amount. It won't refund my reward credits and they won't refund the cash. They only will refund a tiny portion of I purchase that I actually spent cash on. Instead of just overriding the price and giving me a refund for the two items I was trying to return with a receipt within the return deadline, they refuse to and gave me an email to complain to. There's no phone number to call. Every time I try to use my reward points here I run into some issue. No one ever notified me that there's a policy I can't have my reward points refunded after I purchase something and in fact on my receipt it said I could have hassle-free receipt list returns. The manager they brought to speak with me was not at all accommodating and did not try to help. I will be emailing and hopefully finding some help with my issue and I will be looking for a different credit card to use for rewards because this is the last straw for me. Every time I try to use the rewards the workers don't know how to use the reward points and they try to tell me I can only use one reward point certificate for transaction even though that's not true. I've previously returned things I've purchased with reward points and I was refunded the full amount. I'm not sure why today was so different all of a sudden.

Also, for anyone else in need of customer service at at home store, you can quickly Google in 3 seconds and find the customer service number. My husband did it in the parking lot. I'm not sure why that was impossible for the manager to do while I was in the store.

I noticed the response from the business suggesting I contact customer service for assistance with my issue. Believe I called an emailed repeatedly and no one in customer service did anything to help me. So I guess don't buy anything with your rewards points unless you are 100% certain you won't want to...

I bought the Hadley sofa this morning and was helped by the staff at the store to get it into my SUV. It was a pleasant shopping experience. Later this evening, I finally got a chance to open the box and lo and behold, there was a stain right there on the top of the sofa. It appears to be a sharpie. I called the store immediately and politely asked the rep I spoke to what their return policy was on sofas that are stained at no fault to the purchaser. Would they come pick it up for free, or do I have to return it myself. Her immediate response was "no, we don't pick up returns" with a raised voice and a harsh tone. Even if as a merchant, you felt a customer's question was outrageous, all she had to say was " I am sorry but we do not pick up returns even if the product was stained". She now proceeded to ask me why didn't I notice the stain in the store before purchase. No empathy shown to me whatsoever. I managed to get the sofa back to the store with the help of a friend. Upon arrival, none of the staff members helped me get the sofa out. In fact, it was a fellow customer that helped me. Even after I showed her the stain she still didn't offer any "sorry you had to go through that". The other staff member who was there and knew of what was going on did not offer any apology or show any empathy as well. I have read a past review about this store selling returned items to new people without checking them first. I have a feeling I have been a victim of that. So, to the general public, stay away from the Hadley sofa in beige. And if you must buy it, insist on opening the box at the store before you leave. (Thank goodness I had an SUV to put mine in). And to the upper management at the At Home store. Please know that customers should be treated with love, respect and appreciation when they are purchasing, just browsing or...

I had my first shopping experience at AtHome today and will not be shopping here again.

I purchased RF Wall Grid Storage (UPC: 789112044118) on 6/2/2023.

Upon purchase and preparation for installation, I learned that 2 brackets right brackets were missing. I had received 4 of the left brackets same in the box; there were to be two left and two right per the instructions. I returned the item and prepared to purchase another one with the correct parts.

Prior to second purchase I asked to check the item to ensure the correct pieces were there with the checker who was very kind and helpful. Upon opening, the exact same item had 3 left brackets and one right bracket. This confirms a systemic packaging issue.

The manager, Joe, was called over to see if we could check another box and he declined to do so.

So, it would seem that he would rather sell a defective product to the next customer rather than ensure that the product was correctly packaged (and I was prepared to purchase this item again if another box had the correct parts).

Customers beware - the manager at this store is likely knowingly facilitating the sale of defective items and would rather do this than...