"This company is beyond ridiculous with their hassle free returns. I, like many others, wish I had read reviews before buying. The floor lamp I ordered on March 9th was received March 21st. We put the lamp together within 2 days of the purchase and noticed that it was crooked from the middle section as well as not being as described online.
I called customer service to complain and was told to send pictures of it so they can show the manufacturer and determine whether it's defective. Of course it's defective AND it's not as described!!! Return should have been easy. Not with ATG. I sent in a few pictures and was told the confirmation would take 7-14 days!! 20 days later I called and was told by the same customer service representative that he forgot about it and would contact vendor on Monday. Are you kidding me?? Does this company really rely on the memory of their customer service reps?? I finally got an RMA number on April 9th and was told that I would get further instructions in 5-7 business days. Guess what? It's been 9 business days! I called today and got the run around that manufacturer is closed to get the call tags or whatever. They will call on Monday to the manufacturer. Is this because they forgot again?
If my return goes unsettled for much longer, or the manufacturer "deems" my product not defective and I don't get my money back like many people on here, I will contact bbb and my credit card company.
ATG, please don't give me your generic escalation email response like you have all over this board. I don't want to deal with any more customer service reps with no power. Just give me my money back and take back your crappy lamp. I don't want to look at it in my living room anymore!
Update: We have finally been able to get our money back. Thank you and I hope your process improves in the future as I do like your lamp selection."
"One of the best places on-line to do my shopping. Products are very well defined, great quality and speedy delivery (free shipping). on-line chat and customer services is outstanding. This site and choices of stores has furnished 2 houses for me. Highly recommended store for every thing you need from typical to unique items. "
"Best lighting site that I have used - easy to navigate, tons of info, ability to compare and save details, ability to look at a manufacturers entire line of products, etc. Will expect to purchase more from Lighting Universe in the near future. "
"I have not received my order yet but finding the items I wanted, emailing the company about a few things and putting the order through went without a hitch. "
"I purchased a fan from this company in Feb 2012.I was told it would be big enough for master but upon installation it did not move enough air. When I called back, I was told that I could not return the fan since I installed it( how would any normal person not know if its good enough to move enough air without installing it?) I could never speak to manager( its not their policy to let you talk to managers) and they told me if the fan was NOT defective that they would return the fan to me! HOw absurd. Do not order from this company--you will be disappointed in the customer service and lack of professionalism and lack of any contact with managers."
"The web site was informative and easy to use. The different selections of lighting had an abundance of items to choose from and reasonalbe prices. Love the free shipping. I am anxious to see the lighting fixture I ordered.
"
"Do not price match as advertised - don't bother calling. On-line chat told me to call customer service for a price match on several bedding items. After an extended time on phone with agent checking another site with lower price, agent said he could only price match on an individual item with full shipping costs included. I wanted to purchase multiple items and would have been happy to match bundled shipping cost - but he was unwilling/unable to do so. They lost the sale and I doubt I'll ever contact them again. Waste of my time.
Update: I posted my comment yesterday. Today I received a follow-up from a very helpful ATG customer support person who explained that the phone rep wasn't quite accurate in doing the price match. She offered to work with me to take care of my order. Unfortunately, I had already placed an order with the competitor last night. Based on the follow-up call, I'll probably give them another try at some point. "
"Very good but live chat was a little slow"
"Your price for the same product on other sites was the lowest and your shipping costs were great. I live in Alaska and know the free shipping does not apply, however; your charge for shipping was VERY low and we Alaskan's appreciate that! Thank you and well done. PH"
"Do not count on Lighting Universe when the web site tells you an item is in stock. I placed an order at least a week ago for track lighting that was "in stock" and once the order acknowledgement came in it listed most of the items as "Confirming Availiability with the Vendor" which means they neither had it in stock nor knew if the manufacturer had it in stock. After 3 days of "Confirming Availiability with the Vendor" it changed to "Waiting to be shipped" and after 3 days of "waiting" they tell me is should be shipped today. I got the same response of "will ship today" for the last three days that I contacted them."
"I wish that I had read these reviews before trying to buy a task light for our company. I placed the order last week. I went to the website to check the status today. The status was that it would be shipping in another two weeks. At that point I did what I should have done to begin with, I bought the light through Amazon. When I called to cancel, I was put on hold for several minutes while the support person called the manufacturer to find out the status with them. When she got back on the line she told me that the manufacturer would see what they could do to speed the shipment up. At that point I told here that I wanted to proceed with the cancellation. She was going to let the manufacturer know about the request for cancellation, etc. By now, anyone can tell that this seller should not be confused with a known reseller of appliances, lighting, etc. and they certainly aren't like an Amazon. "
"was looking for something that other lighting stores don't have and found it at ATGstores.com its called uniqueness,just take a look for yourself and enjoy!."
"came broken had to replace fixture 2x and pay electrican each time, they would not replace the bulb because unfortunately I did not open all packages until i was ready to install, beyond the thirty day period, wanted me to pay 75% the the total cost to replace light fixture"
"Lighting Universe/ATGstores.com had a huge selection and an extremely user friendly web-site. First Time customer, waiting to see the quality of the fixture. Will most likely recommend to friends."
"It sure would be good if there were side views of the fixtures, not just straight from the front. It's also ridiculous to have video which only scans from the front -- what a waste of time to look at it."