DISGUSTING SERVICE FROM THE GHOST AT @HOME

I’m writing to express my deep disappointment regarding the appalling service I received from the @HOME Cavendish store this past Saturday.

I called the store as I needed assistance retrieving a receipt to exchange a beige curtain for a grey one. The sales consultant who answered the phone responded in a very abrupt and dismissive manner, stating that they were short-staffed and unable to assist me at all.

Despite calmly explaining the urgency of my situation, she repeatedly told me, “Unfortunately, we can’t assist.” Her tone was dismissive and unprofessional throughout the call. When I asked for her name, she bluntly said she "does not have a name" and further claimed she "does not have a surname" either.

I then requested to speak to the regional manager, to which she sarcastically rep****, “The regional manager is off until Tuesday.” I insisted on speaking to any available manager, and she placed me on hold for six minutes without any further communication (I have screenshots of this). After eventually hanging up, I attempted to call back three more times, but no one answered. I strongly suspect that my number was deliberately ignored, as your phone system appears to have a caller ID.

Out of sheer desperation to resolve the issue, I ended up driving all the way to Canal Walk, where the staff assisted me professionally and efficiently.

Malcolm, I have supported the @HOME Cavendish store for years, but this experience was by far the most disgusting display of customer service I have ever encountered. The attitude and unwillingness of the staff member left me absolutely appalled. I cannot continue to support a store that treats loyal customers in this manner.

I unfortunately, will no longer shop at your stores. I also feel it’s important that others are made aware of the treatment I received from “the lady with no name.”

Also Malcolm (the customer services manager) did not bother to reply to my email sent on 2 days ago!