"I found a lamp I really liked and put it in a wish list. When I returned to the website to order it, my wish list had disappeared. Additionally, doing the same search that originally showed this lamp did not find ita second time. In order to locate it, I eventually had to start a search through every floor lamp offered (over 3,000). I couldn't narrow my search because, even though I knew what the lamp looked like, if I put in elements like the finish and the shade, the lamp was not in the results. My conclusion is that this site offers some very nice lamps, but the website is user-hostile. If I hadn't wanted this particular lamp, I wouldn't have bothered looking for it."

"Update... I was contacted by Lighting Universe the same day I made this post. They refunded the money for the light bulbs and the money was back in my account in 48 hours. I didn't even call to complain, they responded to my post which follows... I ordered a Toltec tiffany style large pendant light from Lighting Universe on Sunday and it arrived on Wednesday. It was in perfect condition the installation went well. I love the light. It was exactly as pictured on the web site. I also ordered a small pack of the recommended light bulbs because I thought if the bulb was recommended, it must be some type of special bulb required by the light fixture. When the bulbs arrived, they were 150 watt and the light fixture said to use no more than 100 watt bulbs. I did not attempt to return the bulbs because they were non-returnable and based on what I've read in the reviews about Lighting Universe, it would have been a waste of my time to try to return them. I think the recommended light bulbs are a scam and I would not order them. I guess I'm just stuck with a bunch of 150 watt bulbs I can't use. I do love the light fixture and think it was a good price. "

"After two months of going back and forth with numerous customer service reps. ATG essentiallly said it was tough luck that we paid for a light fixture we never received. ATG said FedEx delivered it. We never received it. ATG flippantly said we should file a police report, for an item that there is no proof was ever delivered. It is unbelieveable that ATG takes no resposibility!"

"I ordered a lamp shade from ATG. It took much longer to receive than indicated and when it arrived, it was unbelievably low quality. Called customer service and got an RMA number to return and was instructed to have the item packed and ready to ship and would hear back from them in 5 to 7 days. After not hearing back from them, I contacted them again and got the following response. Save yourself some headaches - avoid this outfit.

Hello,

I have contacted the manufacturer to resolve your return, and speed up the process of the return labels. Unfortunately I was not able to get through to the manufacturer, they are currently closed until 2/15/2012, as they have had a death in the family per the Voice Message. I do apologize for the delay in getting you taken care of. The manufacturer can be contacted on the 15th when they will be open again to have the call tags set up. If you file a charge back on your order, this will delay the process further of getting  your return finished, and refunded. Charge backs can halt the process for up to 120 days.

Thank you,"

"Not no hassle,yes hassle and hassle and hassle returns! They like to sell but they don't like to take back, even if it's their fault. One of the previous reviewers pointed out that this company is merely a middle man. The product comes directly from the manufacturer and unlike most on line retailers, Amazon for example, ATG waits to get a return authorization from the manufacturers before they give you one. So you give ATG your money and their job's done, from then on you're at the mercy of the manufacturer. Of course the manufacturer has no stake in taking care of you, because you're not even their customer. It's taken me 2 weeks so far (I still don't have it) to get a return authorization on a product that wasn't as depicted on the web site. Contrast that with a Kindle exchange from Amazon. I swear they had that thing shipped before I got off the phone because it showed up the next day. By the way, the 2 women at ATG I spoke to were charming. When I suggested they might want to pay the shipping (Amazon did) since the color of the lamp was not as shown, she asked the manager. Mr. manager, the twit, actually said he wouldn't do it unless I sent a picture of what I'd received. I refused to go through that for a company that doesn't even know what they're selling. He then said it was just buyer's remorse on my part. Why would anyone do business with a company that so disrespects their customers."

"First time purchaser. Website was very user friendly. Will definitely visit again."

"This is the worst company I have ever done business with. Ordered $670 worth of cabinet handles from them. The company could never give me a tracking number or any idea of when I would receive it. The merchandise arrived late, two weeks after I ordered it. The handles weren't right for me so I called to arrange a return. Got the biggest run-around I have ever experienced. It's taken 8 calls so far and no closer to getting my return arranged. ATG says that they will not process the return until the manufacturer authorizes it. This is despite ATG's advertised 'no hassle' return policy which my purchase clearly falls within. When I pressed ATG on why they would hold up my return based on their problems with the manufacturer, ATG rep told me that they are only a 'middle man', and that my return might not be accepted!! By the way, each call involves very very long hold times, obviously to make the customer want to give up, and I also was hung up on twice. I was also promised call backs many times but have not received one after two weeks of struggling. Disputing this now with my credit card. YOU WILL REGRET IT IF YOU DO BUSINESS WITH ATG. THE FOLLOWING COMPANIES ARE ALL ATG: LIGHTING UNIVERSE, FIXTURE UNIVERSE, OUTDOOR LIVING SHOWROOM, HOME FURNITURE SHOWROOM"

"I experienced some of the same issues with ATG as others. Purchased a buffet which was delivered to me about 5 weeks later damaged. I refused delivery. The delivery guy was great - articulate, friendly, professional - wrote everything down. I called ATG - spoke to the nicest woman, Cheryl. Also sent an email to the 'escalation team' email address and Tamryn that I saw on this website and heard back immediately from both. Within 2 days I had a full refund. I would give them a 5/5 stars for customer service. The only reason I gave them 4 stars is because I sill don't have a buffet. I was worried if I kept reordering I would get another damaged piece so I just asked for a refund. This company has so much potential to be great. If they could just figure out the delivery part (getting the product to the customer a little quicker and not broken) they would be awesome. If they could figure out that part I would definitely use them again."

"Don't do it! I'm telling you now if you purchase something from this company you will regret it. I ordered two sconces before Christmas and they showed up damaged. I've been getting the run-around on how to return the items. They're making me wait until they file a claim with Fedex. Really???? Is that how you run a business. Meanwhile, I've been billed for the cost of the products and the broken items have been sitting in my dining room for weeks. Bad customer service. You should be out of business with your fradulent practices. "

"My experience with ATG stores was a good one. My product arrived on time, as ordered, and at a fair price. The product was of good quality and well packaged. I would buy here again. This review is for the knobs & Hardware portion of ATG Stores."

"Horrible experience with ATG! Was sent a completely different make-up mirror than what I ordered and the company refused to pay for it's return. Long story short, after getting in-touch with them on-line, calling, sending emails and calling again, the only resolve they gave me was that their supplier wouldn't cover the cost to return the merchandise and that I had to pay even though it was the wrong item. Fortunately, I had printed pics of the verification of my order and what ATG said was sent to me, even though it wasn't, and filed a claim with my credit card company. In the end, my credit card company reimbursed me the amount charged by ATG, which means ATG had no resolution and is now out the amount of the purchase plus the merchandise, which I can't use."

"In November, I ordered a track light fixture, HHT-802. I received LHT-802 (which I didn’t know existed).

I re-ordered, and eventually received an email saying that because of a system-wide glitch with Paypal, that second order ---“for LHT-802”—did not go through. I had not ordered an LHT; again, I had ordered an HHT. So I called ATG customer service, and Josh researched it while I held. He determined that a problem with the manufacturer’s skew was translating HHT into LHT. He said he would call me back with the solution. He never did.

Meanwhile, I was still waiting..for weeks..for an address to return the original fixture. I finally called customer service again, and Mike was, frankly, belligerent. I nicely explained what had happened and he kept repeating: YOU pushed the button to order it, right? YOU went on the website. WE did not order it for you…etc. It was bizarre, unprovoked and quite unpleasant.

And so, six weeks later, I finally return the wrong fixture. Trust me, I won’t be ordering from ATG again
"

"Item color was misrepresented online. Before placing initial order, called ATG Stores and specifically asked about return policies. After placing order, never received an invoice. One month AFTER order, they emailed that item was BACK ORDERED. Two weeks later, they emailed shipping notification. Two weeks after that, FINALLY received item, only to see that color was not as online. Called and was told that return shipping would be $300-$400. Emailed company to dispute return fees based on misrepresentation of item color and return policies. Have been calling for two weeks, only to have matter unresolved. Customer reps do not give you full ordering/returning information, do not respond in timely matter, do not understand customers issues, refuse to resolve issues in an ethical way. I was also hung up on by customer rep, placed on hold for a long time just to reach a manager, was given attitude when finally speaking to manager. Unfortunate situation could have been prevented if company was honest about return policy when asked. After my own experience and reading bad reviews on this site, I would advise EVERYONE against ordering from this company.

**As usual "Taryn" has immediately responded to a negative web review. I am very wary of this company and at this point, do not believe anything they say."

"I ordered a ceiling fan from Lighting Universe. It came within a week. The box was in perfect shape (i.e. no SHIPPING damage). The housing on the fixture was warped making the fan blades inoperable. Contacted ATG and was given a return authorization and was told we would have it picked up in 7-10 business days. 3 weeks later....nothing despite numerous calls in which we were told that the manufacturer put in a FED Ex claim. As noted previously, box was completely undamaged. It will take 30 days from now to pick up. ATG's website clearly states that ATG accepts returns from Kichler Lighting and does not have to be sent back to the manufacturer. We should not have to wait for Fed Ex. This was a manufacturing defect, not a shipping issue. I am also wondering if it is a coincidence that this will now be picked up after their 30-day return policy? How long should I have to wait for my refund on merchandise that was defective? The email we received stated we should contact them via live chat. 2 different representatives terminated the chat when I stated my problems without responding whatsoever. I guess I will be contacting my credit card company.
"

"Your site was very user frendly & easy to navigate in finding specifically what I was looking for. Checkout was extremely smooth & efficient, more so than many other sites I've shopped with. I liked how you provided me with information about the appropriate light bulb that went with the light I ordered, and the convenience of purchasing it now, saving me an extra trip to the store. And, really appreciated the free shipping. THANKS"