At Home review: Customer Service

On Saturday, March 7th, at approximatley 5:30 P.M. my wife chose some items at this At Home store. She took them to the register and paid for them. It was a rug, some tables and another item or two. The cashier asked her if she was interested in help loading them into the car. My wife said, "Sure!". She waited for several minutes and no one came. Finally, the clerk told her to just wheel the cart out of the store, leave it outside the door and drive the car up to the store front. She was hesitant to do so thinking the items might "disappear", but, she did it. When she drove to the front of the store, there was a male worker standing by the cart ready to help. My wife notices that the rug she purchased is not the one in the cart, but, a much larger one. In addition, the employee had placed it on top of the tables and broke off one of the legs. When my wife said something to him about it, he displayed a totally uncaring attitude. My wife chastised him for his attitude and asked him where the rug was she purchased. All he did was grin and say that he did care. My wife had to take the other items back because every one of them complimented the other. Two things wrong here, the attitude of the employee, and, the fact that the rug she purchased was replaced with another one. The male employee totally mishandled the situation. Did he replace the rug, or, did someone see the cart alone and take the rug purchased and replaced it with a larger one, breaking the table leg? My wife was most furious about his casual, uncaring attitude. I called the store approximately 6:30 P.M. to speak to the manager. No option to do so. I chose option five to speak to a representative. It rang a few times then sent me to a random voice mail saying I had reached a phone number different from the one I dialed. I left a message and said I want a manager to call me. It is March 10th and I'm still waiting. This is unacceptable! I am a customer service manager, for government, no less, and, I would never allow this to happen. The male employee would be terminated, on the spot, and the manager disciplined. I demand that a manager call me at 817.205.2564. I'm going to give him/her the opportunity to make this right. That would be do find the items at another store and ship them to the Bryant Irvin store.

Sincerely,
Jeff Hodges