I purchased some curtains online, with an estimated delivery of 3 to six days. I received an order confirmation email, but after more than a week I hadn’t received a shipping confirmation. I called the customer service number and was told they would check and email me an update, but nothing. I called again a day later and got the same response. As of this morning, again nothing. I made a third call and the customer service representative told me the package was picked upon the day I ordered it by FedEx, but FedEx didn’t scan it so it’s now lost. I was told they needed to print a new shipping label to initiate a new shipment, but couldn’t explain why it has taken over 10 days to do this or why I hadn’t been contacted. I asked to speak to a manager and was told I would get a call back. But guess what- again, nothing. The store is great, but buyer beware if you are ordering something online.
Update: At Home Corporate Customer Care finally intervened to get things taken care of and to expedite delivery of my delayed order. It seems that my order was shipped from another store in another state where the item was in stock, rather than from a central facility. This probably works most of the time, but in a case like mine where there was a snafu with the pick up by FedEx, the lines of communication don’t seem to be very efficient. I was also offered a small discount for the inconvenience. Changed my review from 1 to 3 stars.
