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ATGStores Complaints and Compliments

"I hope you have found this Complaints and Compliments Page because you have had an exemplary customer service experience with one of our 500 ATGStores websites. If not, I sincerely apologize and commit to you that we will do everything in our power to make your experience exemplary and win your trust back as a loyal ATGstores.com customer.

We appreciate each and every customer that has done business with ATGStores.com since 1999. You are what has made us continue to grow and be successful every year we have been in business. While we process thousands and thousands of orders each month, and achieve a 99.999% satisfaction ratio, we realize that we are not perfect and we fail our customers on some occasions.

This page is to explain how we as a company are making improvements in our relationships and practices to show our support and dedication toward providing great customer service and an exceptional online experience for our customers. This page also lets you know we have a dedicated staff that will help to resolve your issue or answer any questions you have. Please send us a note with your name and order number below and we will respond within 1 business day. Thank you again for giving us the opportunity to serve you."
Sincerely,
- Gary Rubens, President/CEO August, 2011

Real Issues, Real Resolutions

1. Poor Customer Service

“We ordered a sideboard from ATG Stores on 6/17 and specifically requested, and were charged for, white glove delivery service. I specifically asked for that service so that the item would be unboxed immediately and we could inspect for damage while the carrier was still there. Unfortunately, somehow, the order was sent UPS freight and was simply delivered to our porch, not unboxed. The item did, in fact, arrive damaged. The box it came in was damaged as well, not to mention, there was no way for us to completely get the item out of the box to fully inspect it without some of the packing material and box not able to be used again for re-packaging . Again, this is exactly why we wanted white glove service.

I am now left with a $690 damaged item that weighs 150 pounds that I somehow have to get packaged into a box for pick up (I have yet to receive further instructions beyond an RMA#). Have you tried to find a box that big? It is impossible, not to mention the weight of this item.

I am extremely frustrated with the service I have received. This is not my fault – I tried to be careful by requesting white glove delivery, and now I am being told it is solely my problem to get this item packed up and sent back so we can get our money back. I have been hung up on, told different stories depending on what representative I speak to, had representatives refuse to get a manager on the phone…..the list goes on and on.”

- Anonymous

Resolution

ATGStores worked with this customer one on one as well as with the manufacturer to reach a resolution. The damaged item was to be donated and we helped the customer locate a local charitable organization in her area that picked up the item from her home. We also credited the customer back a full refund and continued to see the order through until having received the refund back into her account.

How We Are Improving

*ATGStores' customer service level goals are to answer our customers within one minute of calling or chatting and within two hours via email.

*ATGStores has hired extra customer service staff. We have doubled in size in 2011 and continue to grow. Our service levels are in the 90% ratio for the telephone and 99% in online chat.

*ATGStores is working with our vendors on policies such as restocking fees. Our goal is to eliminate all fees.

*ATGStores is working every day to improve our technology in our Call Center to decrease the number of dropped calls our customers experience.

When It's been a success

"A very helpful woman took the time to answer my questions. I did not have to go through 15 minutes of button pushing to talk to someone." - 2011

“I just wanted to express my THANK YOU for your great customer service! I had ordered cabinet hardware for my kitchen remodel and 3 pieces were stripped. You sent me the replacements right away! Great job!” - 2011

2. Shipping Delays

“I placed an order on July 1st and according to the manufacturer it was ready for ship last Tuesday and ATG costumer service told me it would be shipped Monday or Tuesday of this week. It is now end of Wednesday business day and they are telling me it won't ship till Friday. I am absolutely frustrated and upset about this situation. I have an event on June 25th and I needed this Chandelier to get here few days before for installation. I have torn open walls and construction workers on the job waiting and this is a complete waste of money and time for me. I tried calling the customer service and they keep telling me they will call me back and either they never do or they give me falsified information. I have been passed around for long enough and need a responsible party to resolve the matter immediately.  

I realize now that ATG is notorious for these episodes and this is a universal problem. I am going to have to take further action if I don't hear from you and resolve the problem."

-Anonymous

Resolution

ATGStores worked with the customer and the manufacturer to ensure that the customer would receive the ordered chandelier in time for installation before the event. We had several departments involved including marketing, customer service and business development to hold the manufacturer accountable for promised ship date and ensured delivery. We followed up with the customer throughout each step of the process until we knew that the customer was taken care of and the issue was resolved.

How We Are Improving

*ATGStores will be updating our shipping carriers and will work with only the most reliable.

*ATGStores is working toward providing more accurate expected delivery and ship dates.

*ATGStores is updating our internal systems to be faster and more up-to-date to provide customers with the most accurate information.

When It's been a success

"I'm pleased with the table and was very pleased with Home Furniture Showroom. The table arrived in the time that was given and I will probably order from them again." - 2011

“Having my vessel sinks installed today and they are beautiful also they arrived when you said they would. You have great stuff!” - 2011


3. Backorders, Out Of Stock, Discontinued Items

“I wish I had read done the search that provided this site before I did business with these people. In march I purchased 4 bar stools from these idiots. They were to ship on 4/8. I was contacted twice before that date by email stating the same. Then came a call saying that due to a processing issue with their supplier the chairs were unavailable and would be shipped 5/15. Then come the "oooops they were not in the container and will ship on 6/15. Then came the "unexpectedly discontinued" email. Then they told me an alternate product could be substituted, but I would have to pay for that and they would send me a refund sometime in the future for the original purchase. I was born at night but not last night. I am out $454.00. I have filed a BBB complaint and a complaint with the WA. attorney general's office. Today I am doing the same with the Interstate Commerce Commission and the Texas Attorney Generals Office... My the way the only phones they answer are the ones in their sales call center. None of the other extensions get answered. I am beginning to think this is an overseas operations who rented an office in the US to look like a US operation... Just a hunch If you would like to contact me feel free. Perhaps a class action is in order...”

-Anonymous

Resolution

ATGStores worked with the customer and were able to find replacement barstools suitable to the customers' needs. One of our team members personally walked through this order with our fulfillment department and accounting department. The manufacturer was contacted by phone to ensure that the replacement stools were in stock. We issued the customer a refund of the difference of the original order as well as issued a gift certificate for the stress the issue caused our customer and the strain it put on their relationship with their client. We worked with this customer until they received the new item and the issue was resolved.

How We Are Improving

*ATGStores recognizes that there are backorder, out-of-stock and discontinued item issues due to some items having been imported from China. The new rules and power over labor laws delay manufacturers from receiving products on time.

*ATGStores is improving our accuracy with our data feeds. There will be a penalty fee for manufacturers who are not in compliance with ATGStores.com. We will be moving manufacturers down on page positions on our site as well as adjusting the grade they receive. We will also be working with manufacturers we are having issues with.

When It's been a success

"At first, my order was on backorder but I was notified right away and the article arrived when promised. Assembly went quickly and I could enjoy my new tables. Thank you." - 2011

4. Replacements/Damages

“I received 4 sconces in January...just perfect and exactly what I am looking for. However, when I went to have my electrician install them one does not work. I have called customer service and they have told me that they will no longer help me. Several weeks have passed since I purchased them, however, I am in the middle of a HUGE renovation, and things have gotten delayed. I am disgusted....I wish I had done my homework and read these reviews stating your company is notorious for this. I am contacting the state attorney generals office next, and will NOT stop. My husband is an executive for the largest retailer in the world...he will help me spread the word about your disreputable company.

Eventually this type of customer service catches up with bad retailers...”

-Anonymous

Resolution

ATGStores sympathized with the customer as they were in the middle of a home renovation and the damaged items threw off the scheduling of the project. We worked with the customer and ordered replacement fixtures for the items that were damaged. We instructed the customer to field destroy the damaged items. Customer also received a discount code for a future purchase to continue their home renovation and give ATGStores.com a second try. We updated and communicated with the customer throughout the shipment of the replacement fixtures until we were notified that they were taken care of and the issue was resolved.

How We Are Improving

*ATGStores is implementing new logic and training our customer service agents so they are able to rapidly respond to customer service issues in regard to damaged or defective goods. This will allow our customer service agents to implement replacement product orders more quickly.

*ATGStores is working with the manufacturers to improve quality control and packaging standards.

*ATGStores is setting new parameters within ATGStores.com about replacement orders.

When It's been a success

"I was for some reason, expecting a visually "smaller" footprint for this fixture, but to my surprise it is absolutely lovely and large. For the price, it is quite a steal. During my installation I realized that two rubber washers and a hexnut were missing. I called ATG and they said since it was on clearance, there would be no spare parts. But they are making good on the deal by sending me another entire fixture! Now if THAT isn't customer service, I don't know what is! I was so pleased." - 2011


"I ordered two chairs and received them very quick. The instructions and hardware were missing for one chair, but I called and it was mailed right away. Great service!" - 2011

5. Refunds

“Being that I have been in customer service for so long I try to give the company the benefit of the doubt and try to have patience.  I placed my order on 04/24/11 for 3 lamps. When the lamps arrived I only opened one of the three lamps and it was crooked and not a good quality.  That night I contacted the company and got an RMA number and the very next day I sent the lamps back.  It cost me $75.00 to send these lamps back that I held for 5 minutes, I find it hard to believe that a company that boosts about how large and customer oriented they are should be able to use their shipping discounts on returned products.  I insured and tracked the package to make sure that it arrived back there.  I have called several times and was assured that a credit would be issued and it has not.  I have resorted to filing a dispute with my credit card company yesterday and now supposedly your company has issued a credit.  These lamps have cost me a lot of money and a lot of time in the middle of me moving into a new home.  I have sent a letter directly to the company in hopes of having someone listen to me and have not received any response.  I have now found a complaint board for your company which amazes me that there is such a thing, it says so much to me about your company.  I have not yet contacted the BBB yet or added my complaint to the board but my patience is wearing thin with ATG.  My final attempt will be copies of all my correspondence to Gary Rubens, CEO and Brad Halbach, VP-Operations to see if I get any help there."

-Anonymous

Resolution

ATGStores apologized to the customer and understood her position with the defective product. We issued a refund immediately. Customer was also held responsible for her return, which was an error on our part. To correct the mistake, we offered her two options. We first offered her the opportunity to give us a second try with a gift certificate. The other option was to refund the customer for the amount that was paid to ship the damaged product back to the manufacturer. The customer chose the refund for the shipping and was written a personal check and received it in the mail. We were with the customer every step of the way until the check was received.

How We Are Improving

*ATGStores currently has a maximum 14 day rule for the manufacturer to acknowledge and inspect the return before ATGStores.com takes automatic credits and refunds our customers. We are working toward pushing that to 10 days and our goal is to have a maximum 5 day rule.

*We are holding our manufacturers accountable for inspecting returned products in a more timely manner so we are able to issue credit back to the customer in a more timely and effective manner.

*Qualified returns will be issued immediately with no time delay.

When It's been a success

"Thank you so much for your prompt reply and immediate action. I was not asking for, or expecting, a full refund--that is a very generous gesture and it is much appreciated." - 2011

"I received my refund yesterday.You are the best!" - 2011

Questions?

For general questions regarding your order status, return, or product questions, please contact our Customer Support Team at 1-888-500-9541 or email to support@atgstores.com.

Policies

For more information, please see our policy pages below:
Shipping Policies
Return Policies
Support


Need a Resolution?

For help with a resolution please fill out the form provided with a reference number (order number, RMA) and a member of our team will assist you.


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