Complaint / review text:
Ordered $1400 worth of outdoor lighting fixtures from ATG on 8/23. The ATG web page showed that all were in stock (10 in stock, 30 in stock, etc.). Because my local lighting store had said that one of the items was backordered til October I called ATG BEFORE placing my order to confirm that they in fact had this item in stock. The customer service rep put me on hold so she could "check with the manufacturer" and came back saying that this item was definitely in stock. I then placed the order.
The following day I received an "update on my order" showing that 2 of the items I ordered were not in stock and not expected to ship til November. I called ATG to complain about their policy of showing items in stock that in fact weren't. They tried blaming the manufacturer for not updating their inventory and also tried to say that a large order for the item must have come in and depleted their stock.
When I asked to speak to a manager I was told a manager "was not available". When I pushed the issue and specifically questioned how there could be no manager on duty I was told that there was a manager on duty, but they were not available to speak to me because "there is a long line of people waiting to speak to the manager." I told the girl to please join the line and I would wait. After waiting 20 minutes I was finally given a manager who also gave me the same excuses for why they showed items in stock that were not. I explained that I would have purchased locally but did not because I was under the assumption that ATG had the items in stock and had in fact confirmed that by phone. The manager got very nasty and said "you can always just cancel your order". I cancelled the 2 items that were backordered and was told that my refund would be applied to my credit card in no more than 5 days, from "when the cancellation is confirmed with the manufacturer". The next day I received an update showing that the cancellation of one of the items (3 pieces) was confirmed. Just checked my VISA today (9/9) and no credit from ATG. Called cutomer service. Claimed that the items shipped the day I cancelled. Completely untrue according to the update from them (not to mention I never received them). After another 25 minute hold to "do some research" on my order rep stated that the manager on duty was "in a training session" but rep will notify her and will issue a refund in 48-72 hours. I have a feeling I will be on the phone with them again next Thursday when I find no refund on my credit card, 3 weeks after cancelling. If that does happen I will dispute the charges with my credit card company and file a complaint with the NYS attorney general. Oh, and BTW, one of the items that I DID receive from my original order was damaged but after my experience with ATG and other complaints I have read about how they handle damaged items, I went directly to the manufacturer and they are sending me a replacement part.