ATG Stores
reviews and complaints

I ordered a desk /office furniture set on 4/15/2011 and when the items were finally delivered months later, the desk was damaged. This was clearly due to the way the desk was packaged (with the desktop surface facing down without any foam or padding, so it was damaged and the carton was ripped up.) I called ATG right away and was issued a return authorization. It was another two months before the replacement desk arrived. The carrier never picked up the return package after I called 8 times to ATG to followup. When the replacement order arrived in mid-July 2011 (3 months after original order date), that desk was damaged in almost exaclty the same way. I refused the package and contacted ATG by email right away with pictures of the damage again. I never received a response at all. I contacted them by phone and was kept on terminal hold (again as in every previous time I had contacted them) and gave up. I contacted them via online chat and spoke with "Nicholle" who agreed to issue a credit for the value portion of the desk ($287.47) on 7/22/2011 and she explained the credit would appear on my charge card in 24-48 hours. It never appeared and by then it was too late to submit a dispute to american express. I have called again today (8/11/2011) to get the credit issued and have been on hold for an hour.

Below is what I'd submitted on Paypal today to get my damn money back! Why I didn't research them ahead of time, I'll never know. Live and learn, I guess...Looks like my story is just like all of the others. And really--I must be pissed b/c I have far too much to do to take time writing on a complaint board. Have never bothered with anything else in the past. Also-A word for "Taryn" the rep from ATG who seems to respond to all of these complaints: Don't you think you should look around for a job w/ a reputable company by now so you don't have to deal with this nonsense? Aren't you getting tired of defending this company? The problems are w/ ATG and if you don't start dealing w/ better manufacturers, freight companies and whoever else you want to blame then expect much of the same:poor reputation, bad reviews. In fact I think I'll share my feelings about ATG w/ all of my friends on Facebook, just to warn them.
My letter to Paypal. Let's see if ATG responds now or what:
Ordered bunk beds on 6/1/11 and cred. card charged 6/1/11 but Home DIrect didn't get order for p/u until 6/10 (as per a Home Dir. rep and confirmed on my receipt), Wrong track number assigned (as per an ATG rep) so I couldn't track and FINALLY arrived 1 MONTH later. And just as another reviewed explained, I'd gotten updates on NEW ship dates only for those to come and go... unreal. So FINALLY, upon arrival: box clearly pre-opened/repacked and noted by driver as well on the Home Delivery customer svc report, bed itself huge gouge on headbd, and NOT solid wood as advertised but solid wood, some fiberbd junk and horribly stained/painted..Now I was told today by Jeff at ATG, p/u to return could take 2 wks and $ refund up to 180 DAYS? Unacceptable! You've had our $ for over a month and we don't have funds to even buy a bunk for our boys who are without a bed for a month now! And where to store this junk in the meantime? Direct Home USA told me just a 1/2 hour ago your requested RMA hasn't even been sent to them yet. No record ot it at all. We need refund immed. and pick up immed. We've been more than patient and kind throughout all of this. Expect this to take place ASAP.

I don't even know how to begin to express my disgust with this company. I didn't think it was possible for a company to be so deceitful, sketchy, and downright dishonest, but believe me, ATG stores has sunk to the lowest of low depths. If I could give negative stars as a rating, I would, but the lowest we can give is 1/5.

First, like pretty much everyone else on this site, my order was delayed multiple times. I ordered a bed frame, dresser, and mirror for my bedroom on 5/18/11. My credit card was charged immediately. The website stated that the items were in stock, and the original ship date was 5/22/11. Well, on 5/25/11 I got a delayed ship date notification, saying the new ship date was 6/01/11. Well, that date came and passed, and then the new ship date was 6/14/11. Guess what? That date came and passed, and then the new ship date was 6/16/11. Then...well, you guessed it. Another delayed ship date, this time 6/22/11. At this point, only of the the three items was even supposed to ship on 6/22/11 (the bed frame). The dresser and mirror had been deemed out of stock until 7/11/11. WTF? When I placed the order, over a month ago at that point, they were in stock. Furthermore, my credit card had been charged for everything already. To say the very least, I was livid that the company had clearly lied to me about the availability of the items, charged my credit card already, and then had the audacity to keep pushing the ship date indefinitely into the future. Fortunately, after a couple hours on the telephone, I was able to cancel those other two delayed items. I thought things would get easier from there, since there was only one item left (the bed frame) to deal with. Boy, was I wrong.

After the ridiculous number of delays, the bed frame has supposedly finally shipped (over a month and a half late), and yet, ATG has also chosen a sketchy shipping company that is delaying my order, too! Remember how the bed frame was supposed to "ship" on 6/22/11? Well, I went the the shippers website, and all it said about my order status was "called, no answer". Yes, seriously, that is what it said. I thought I'd give the shipping company the benefit of the doubt, but a week later, it had the same status. So at this point, I called ATG, because honestly, the customer shouldn't have to hound the company to do it's job, and I did not want to deal with the shippers yet. The person I spoke with at ATG promised me that they would contact the shipping company to find out what was going on, and then email and call me to confirm that they did it. Needless to say, I never received an email or a phone call.

Here's the thing with ATG: they are just middlemen, in the worse possible way. They import the furniture from other companies, then contract other companies to ship the furniture. They don't pick reputable, reliable companies, either. This business model sucks because with so many people in the supply chain, no one is held accountable, b/c they can always blame the delays on "the manufacturer" or "the shipper". I feel like ATG has absolutely no incentive to ever even get my items to me, because they've already charged my credit card.

I am truly shocked that a company can even conduct business in such a poor and dishonest manner. At this point, I've even stopped hoping that my items will make it to me in the next few months. I wish I could cancel my order, but because it's already on the shipper's freight truck, I cannot. What I'm hoping for now is that the BBB will hear my complaint (you better believe I'm taking this to them) and this company will get shut down for fraudulent business.

After ordering a product from ATG Stores, I received a slip of paper with the product. It stated that I would receive a 5% discount on my next order. When I submitted the next order with the coupon code for the discount, I got the order, but no discount. When I calles customer service, they credited my account with $5 instead of 5%. When I told them that that was incorrect, they disputed my statement. I called again and escallated it to a 'manager'. Customer Service then credited my account with an amount that was stil less than the 5%. I have gone back and forth with them several times and emailed proof that the coupon code slip said 5%. Each time they said that they weren't able to read the PDF attachment showing the promotional slip. I then sent it as a JPG file.

It has been 7 days and I haven't heard back from them. I haven't the time to pursue this any furthur. Let this be a warning to anyone thinking of using ATG Stores.

WARNING: DO NOT BUY FROM ATG STORES OR YOU WILL REGRET IT! I purchased a TV stand from ATG Stores. It showed up broken and was so poorly made I couldn't believe it. It was made like a piece of cheap IKEA furniture and had ripples in the finish. You had to put it together and some of the holes didn't even line up correctly. I called ATG customer service (or lack thereof) and they act like they don't trust their customers as you must take photos of the furniture you are unhappy with and send them to them which I did. Then they said I must pay the return shipping (more than $50) in order to get a refund. So they sell me a horribly made, broken opiece of furniture and now I have to more more than $50 in order to get a refund. I threw the furniture in the trash (where it belongs) and NEVER AGAIN will do business with them. .

Absolutely an awful establishment. I recommend to use one of the many other stores available which provide at least decent service. When I placed an order with them online, my order confirmation at the time was fine, but they ended up doubling the order (no I did not click send twice, I've been ordering online for 14 years and never had an ordering problem). The associates I spoke with were quite rude and unhelpful, and of course blamed me and even hung up on me; management did not contact me after I was promised they would (I also e-mailed multiple people in the company without a single response). Now I am stuck with a doubled order (FedEX left it all in front of my door without a signature), and at this point I guess all I can do is dispute the charge with AMEX. Also, I just bought a $300 bookcase from Amazon instead of using ATG stores, so congratulations on the lost business ATG! I also need to buy a bed, bed-stands, secretary's desk, and some other furniture, all of which I will not be buying with ATG of course (fool me once and all). As you can tell, I am quite fed up with them at this point, and only want to waste my time now on buyer beware reviews (yes, I have a vendetta now). Anyway, I hope this review causes possible ATG customers hesitation before ordering with this company.

After waiting 2 weeks for my patio table to ship and countless calls to ATG, I cancelled my order when they said the table would be sent out on Monday not today even though when I called the manufacturer they said it was ready to ship waiting for ATG to be picked up by their carrier! Just wondering if I should be worried about getting my refund or if I should call me bank and start a claim now since ATG said it would take 5 days to credit my acct? Wish I had researched this $#*!ty company before I ordered a $250 table :( Lesson learned!

Placed an order for a light and the money was immediately removed from my account. 8 days later my order status was still "order placed." went on live chat with first "scott" then "jen" and no response. called the toll free number and after 20 minutes was told that the item i ordered was discontinued and it will take 10 business days to refund my money. it still hasnt been refunded!

DO NOT ORDER FROM THEM. I ordered a bed in Dec. for almost 2K, it came damaged to me on Jan. 5th. I was told a replacement was being ordered. It is now March 4th and I am being told too bad so sad. They will not do anything to compensate me. My headboard has a giant crack in it (not from shipping process as the box wasn't damaged at all) that runs a good 8 inches from the front of the headboard up the top and wraps around the back. I will NEVER order from them again and beg others to follow. They don't care about their customers. I attempted to call customer service and was told that I was not allowed to know the name of the manager that was looking at my account information and that he was never at his desk to speak to me.

This is my first time ordering from this online company and I wouldn't advise anyone order anything from them. Very different exchange and returns handling than most online companies. I wanted to exchange the window boxes I ordered for different size window boxes and their advertised "No Hassle Returns" policy amounts to a 25% restocking fee and return shipping costs. This was stated no where on their website. Additionally their customer service is a 'policies and procedures - no exceptions' approach. Be warned! Shop somewhere else.

I phoned ATG Stores to take advantage of their 110% Price Match Guarantee on some cabinet knobs. The item (Schaub knob is not listed as being a vendor whose price they cannot match). After being hung-up by one person after he told me there's no way they could match the myknobs.com price (not a wholesaler or trade seller -- he told me the reason was in the "fine print", I phoned back and was told by another person (Hoi?) that again they couldn't match it because myknobs was selling it below wholesale -- I asked what wholesale was and he told me $40. I noted that regular price at myknobs was $49 and their price was $80, so I asked them to honor that price. He told me he'd need to call the manufacturer -- I told him I didn't see any need since $49 was above the stated wholesale price and there wasn't any other exclusion to their match policy. He then told me that I didn't know what wholesale was and reminded him that he told me it was $40 -- he then backpeddled and said that it's about $40 and that "no one will tell you what wholesale is." I asked him how was I supposed to know that the "sale below wholesale price" was applicable to this situation. He then told me that they couldn't match it and that it "was covered by the additional restrictions" and that I should "trust him because they've done millions of these." Truthfully, I laughed at him and told him I was an attorney and that if he's going to give customers the run-around, he should really make a better effort. I concluded by telling him I would be filing a complaint with the Consumer Protection Division of the Attorney General's Office (which I have done).

Thankfully, I didn't actually place an order with this company. I ordered my hardware from myknobs.com (which I have purchased from before with very good results).

I would urge others who have had a poor (or worse) experience with this company to file an AG's consumer complaint -- https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx. The more legitimate complaints the AG's office receives, the more attention this company will get, hopefully.

This company is extremely frustrating to deal with and quite frankly walk a fine line between fraud and misleading information. I placed a large lighting order in Sept 2017, all items I ordered had estimated ship dates within a month - great...then I started getting emails saying delayed shipping. I now have two of the lights not being able to be produced and shipped until May 2017, that makes it 9 months from taking my money. Call the company - I want to cancel - oh it will take 5 days to process that because we have to confirm with the manufacturer - wait a minute here - I don't have a contract with the manufacturer, I have a contract with ATG, and ATG hasn't been able to deliver my product - plain and simple. If I wanted to deal with a manufacturer to begin with I would have called them.

What an aweful company to do business with... It took a month and a half to recieve merchandise. Then the merchandise was received damaged! so when I called to exchange I found out they were offering the product $50 less than what I paid. When I asked for the cheaper price for all the hassle I was going thru they said "its not in our policy, We wouldn't charge you the extra if the price went up". GREAT CUSTOMER SERVICE RIGHT?! I spoke to three different people - When I asked to speak to a manager the girl said "uh its only 7:30 here" so I called back and spoke to another person and they told me they couldn't even tell me when the product replacement would be shipped out. so I again asked to speak to the manager. "He's busy-he's in training new employees" I said what is his name... they gave me a name. Then I asked for his extension - I was told " he doesn't have an extenstion" so I said ok how about a voicemail... after being on hold for 5 minutes the same person came back on the line and said "the manager said he already spoke to you about this and there is nothing he can do" HE WOULDNT EVEN TALK TO ME! So I told him that I want in writing when this replacement piece will be here "we don't do that- nothing I say to you is what you want to hear" so I said your not telling me anything but you can't do anything! So I told him to tell the manager to contact me by the end of the day and he hung up on me! WHO trains these people! I hope its not the manager... he doesn't even do his job! I would NEVER deal with these people again! What an embarrassment for the company!

ATG website had an Estimated delivery date of 11/16. On 11/15 there was a new estimated ship date of 12/03. I contacted shipper and they informed me that ATG would have to authorize an earlier ship date.

I contacted ATG and Scott informed me there was nothing he could do. I asked to speak to a manager. I received a call back 5 hours later from Andrew. Andrew informed me again that there was nothing they could do to improve the shipping date.

I explained that the product was to be used for out of town guests arriving for Thanksgiving and that I would need to purchase a product from somewhere else if they could not meet the original committment and that I no longer wanted the item.

Andrew informed me that I would have a 50% restocking fee if I did not keep the item once it arrived. I again explained that I would not have purchased it knowing that it would not arrive until December. I again expressed my desire to cancel the order. I asked him to wave the restocking fee as it would not be removed from the box. Andrew was unwilling to be reasonable. I do not feel I should have to pay over $180 for something that I will not be able to use and would not have purchased if the expected delivery date on the website would have been accurate.

I ordered two mirrors from ATG Stores aka Bassett Mirror Company back in August 2017. It's now May 25, 2017. Both mirrors came damaged but things like that happen so no big deal. Luckily the shipping company caught the damage before they sent it to my house so the shipping company sent them back. So I contacted ATG Stores and they said they would send out two more. By the time these two came it was December 2017. So as you can see this was a long time for the replacement. But again no big deal as sometimes things take awhile. No biggie as that's not really the main problem here.

The shipping company did not check this time to see if the mirrors where damaged so they were delivered to my house. Also, they wouldn't help me open the boxes to see if they were damaged so I refused to sign the forms that they came undamaged just in case they were as I'm a 110lb woman and these mirrors weigh over 80 lbs so I couldn't do it all on my own. So I got a male friend to help me and when we finally opened the boxes just one of the mirrors was damaged.

I understand one or two mirrors being damaged but for this to be an ongoing problem, it's ridiculous. I've had a mirror for 10 years now that I had shipped twice accross the ocean to London and back then shipped up the east and finally to the west coast and it was never damaged once. Also, I've bought other mirrors from other companies and they have never arrived damaged so obviously they need to find a new shipping company who won't damage their mirrors.

But that's not even the main problem. So it's January 2017 and I call them about the damaged mirror. I tell them just to cancel my order and to pick up the mirrors. They email me and I send them photos of the damage. They email me back saying that they will pick them up in about 2 weeks and refund me by end of month. That never happened. They never came to pick it up and never refunded me.

My assistant and I have called weekly since January 2017 about my refund and still no refund even though we have been told left and right that I would be refunded. I even took out a dispute with my credit card company in February. But when I tried to call ATG Stores in March about my refund they said they couldn't talk to me because of the dispute. Also, they wouldn't refund me unless I canceled the dispute. So I canceled in right away as soon as they told me that in March 2017. Well, it's now May 25, 2017 and no refund.

I have records and emails of all the phone calls I've made since January 2017 and it's over 100. I've saved my emails and took notes of everyone I've talked. Everytime I called, weekly, NO manager was EVER available to talk to me even though everyone there already knew who I was. When I called and said my name they didn't even have to look up my acct. number as they already knew me because I called weekly. Many of the staff even felt bad about what was happening to me but it's not on their end to fix it. All they can do is listen and submit my problem.

The company has done NOTHING but give me the run around. I just called today and of course the manager was not available. She was there but not available? Not available to talk to a customer who spent good money at this company and who would of bought more from them but now won't? I mean what kind of service is that and what's the point of having a manager if you don't do your job!

They finally agreed to refund me in late April. So I waited a few weeks until I checked my bank statement but NOTHING. So I called again and asked where my refund was and they said "Oh, it was refunded on May 6th, 2017" Well that's funny when two weeks ago it was supposed to have been refunded. Usually a refund on Amex is posted within a few days but again nothing. So I called my credit card company and they said that the company never sent any inquiry or refund in on May 6th!? So I called ATG Stores again and told them my problem and of course no manager on hand and ANOTHER STORY. The girl said that, "I just found out that you'll be recieving a check in the mail."

A check? A few weeks ago someone said that I was being refunded to my credit card and it was done on May 6th? Again, all they do is give me the run around b.c. they're not refunding me! I hear different stories every time. Now I'm supposed to wait for 2 weeks to see if I EVEN get a check from them. She even gave me the run around when she told me about when I would recieve the check.

I have NEVER put any type of complaint out there on the internet about a company and trust me there are many that I would like to complain about. But this company is absolutely ridiculous!

I had to get post negative comments on their facebook page non-stop for days for someone to take notice. I also, wrote reveiws about them on Yelp, here and other websites. I even submitted a complaint to the Better Business Bureau who contacted them and finally got a response from someone who said my check WAS in the mail. So if you have a problem with this company, like I have, make sure to contact the BBB as it only takes minutes to file a complaint and they contact them within a few days so it's worth it. I've done everything in my power since Jan. 2017 to get a refund and it was hard work.

Notice on their home page how it states "NO HASSLE RETURNS" (LIE)

But my favorite is on their Satisfaction/support page where it reads "Your Satisfaction is our Number One Goal: At ATG Stores, we want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come."

Obvisouly, they don't read their own support page or didn't write it. They DO NOT care about their customers! Shop at your own risk! I will never shop with them again. I did reorder my mirrors with Restoration Hardward and they came on time with no damage.

The return policy of this company is the worst I have ever encountered. I purchased celing light and when they arrived the specification indicated they could not be used with insulation. No where on the website did it indicate this. When I called to return them, I find that there is a 44.00 dollar charge plus I needed to pay for shipping them back. DO NOT DO BUSINESS WITH THIS GROUP

I bought 2 sets of barstools. Three of the four arrived with defects. I wanted to return them. I thought it would be as simple as them sending me an RGA with prepaid shipping. I did receive an email saying I would be receiving call tags from either them or the manufacturer (Boraam Industries). I've never received any. After a few weeks which turned into over a month, of online chats and phone calls, I had my credit card company reverse the charge. From that point on, ATG Stores (Allied Trade Groups) stated they could no longer work with me until I had the credit card company again reverse the charges. I refused to do that since I didn't feel I owed anything for defective product. I am still waiting to return the barstools that I received the beginning of September. I wonder how long I must hold onto them.
I also filed a claim with the Better Business Bureau http://www.thebbb.org

Horrible company. Stay far away. They have several Internet brands- including lightinguniverse.com- so be careful. I ordered a bunk bed set andtwo and a half months later I still don't have all of the parts. I've called two dozen times and of the 5 times that I've been promised a call back, not once have I received one. Every time I call I have to repeat the lengthy history and then I either get a different answer than I got last time or I get a stock "we'll have to call the manufacturer and get back to you". By the way- the 800# posted on their web site has been disconnected. I've filed a complaint with the Better Business Bureau and am about to lodge one with the Attorney General's Office for the state of Washington (where they apparently are headquartered). Learn from my mistake and don't be attracted byt the slightly lower price- go someplace reputable instead.

This is hands down the worst internet vendor out there. Allied Trade Group runs lightinguniverse.com, knobsandhardware.com, decoruniverse.com, floorsandsurfaces.com and several other "middleman" websites that take their profits from fronting manufacturers. All have the same rip-off style of doing business so beware. (It’s the same customer service email and phone number, and the phone for 'customer service' never gets answered, only the order line.) I lost over $1000 on light fixtures that were delivered in a different style than advertised, and cabinet pulls that were delivered broken, not once but twice. Because I live in Canada, I got nailed with outrageous "import fees" on the delivery as well, much higher than normal, even on the broken pulls that were sent to replace the broken pulls! With 50% restocking fees, you basically can't ever get a fair refund, so you may as well resell the wrong items on ebay. They put a $500 value on the three replacement pulls for UPS's import fees, which resulted in almost $100 charged to me for replacement of the broken pulls they originally sent, in addition to the original charge and import fees. Ultimate cost to me was about $250 for 7 useless pulls, or almost $36 dollar per pull worth about $10 if they weren't broken.