Tracy A.

I ordered two mirrors from ATG Stores aka Bassett Mirror Company back in August 2009. It's now May 25,2010. 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 2009. 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 2010 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 2010 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 2010. Well, it's now May 25,2010 and no refund.

I have records and emails of all the phone calls I've made since January 2010 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, 2010" 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. 2010 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.