I visited the Bellingham, Washington At Home location (Store #234) today and would like to share my experience with you. My intention was to simply return 4 pillows I had purchased online and picked up at the store a couple days before. After waiting in line several minutes, I was helped at the check stand by the manager, Kevin. When I told him I was returning the items, he asked for my receipt. I explained the purchase was done online and that I only had the email version of the receipt. He asked if it had a barcode and I answered "no." He said no problem, he could look it up with my phone number, which I then provided.
Kevin then proceeded to scan each item. When all four items were scanned, he told me I would need to insert my credit card into the reader and sign on the signature pad in order to get the credit back to the card; I followed his instructions. Finally, he handed me the receipt. I thanked him and walked out to my car.
Before I started the car, I inspected the receipt closer. Something didn't feel right. The receipt had a few "red flags" on it that made me question if the transaction was processed correctly. It showed "TRX TYPE: Purchase" and "TOTAL NUMBER OF ITEMS SOLD = 4.". In addition, there was no indication of a credit being applied, nor did I see the negative sign next to the total balance, something that typically appears on return receipts in my experience.
I immediately went back to the checkout line again and waited patiently in line until the manager finished with another two sets of customers. When I approached him and explained the situation, he apologized for the error and told me he could only process the correction and return, either by punching in each item code manually or by scanning each of the items (apparently, another employee had already taken the pillows and restocked them on the shelves while I was at my car). He told me I could either go to the shelves and retrieve them or stand aside and allow him to help the next customer in line. He said it would take too long to enter them manually, but he would do it after he helped the customer behind me. I told him there was no way I should be expected to run and fetch the pillows off the shelves since I wasn't the person who made the mistake.
So, I stepped aside and waited while he tended to the other customers. Before he completed their purchase, he made an announcement over the loudspeaker, requesting two additional cashiers.
When one cashier appeared, he gave her the quick rundown and instructed her to assist me at the next register. She was incredibly polite and professional while interacting with me. She manually entered each item code quickly, with one round first to correct Kevin's mistake, then another round to actually process the return I had come in for.
As a repeat customer who frequently spends greater than $100 on shopping trips to At Home, I am thoroughly disgusted by the errors and poor customer service that Kevin subjected me to. He was completely inept and made a series of inappropriate decisions throughout my time there. I don't believe a customer should be asked to fetch items off a shelf OR be asked to step aside to assist customers behind them under any circumstance. read more