Terrible return policy. I returned something and a month later, I still wasn't issued a credit so I called about it and they seemed to have forgotten about it altogether and said they will issue the credit in another 5 business days. The restocking fee is outrageous. Better off shopping somewhere else. The couple dollar discount is not worth the trouble should you ever change or mind or need to return for some other reason.
I am SO disappointed. They blamed me and made excuses instead of attempting to fix the problem. We were expecting a VERY important shipment and it has taken a month to generate a shipping label. Well, it's still IN their possession and expected to ship another 3 days from now (and still an ETA of 14 days from then) and they won't expedite my order or do anything to even TRY to make sure I get my shipment. Create a NEW label and send the chairs. It's that simple.
We are having a party with 100+ people on Dec 1 and the way it's looking, we will not have kitchen chairs! I would have never ordered from The Mine if I knew this would have even been a possibility.
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!
The cabinet hardware I purchased arrived very quickly even though it was a holiday weekend when I placed the order. But the best part was the customer service. ATG contacted me by phone making sure I was ordering exactly what I needed. They were very informative on when it would go out and how soon I would receive the order. I love this company!
They cash your money and never deliver. After many months I had to cancel because they keep pushing the delivery date by many months. We are basically loaning them money for free.
Hi Alice, I am very sorry for your recent shopping experience. The vendor has been unable to fulfill the order and continues to backorder the delivery date and we understand how frustrating that can be. A member of our Customer Care Team, Rachael has reached out to you to assist. Your order has been canceled and refund processed. Please let me know if there is anything else we can assist with. - The Mine
Purchased a wine rack. The online store had trouble sending a copy of the invoice to me. My credit card was charged immediately. After about a week, I used their chat feature to find out the status of my order. The CSR stated that the product would be shipped the next day and that a shipping email would be sent to me.
Never received an email, but a week later, the wine rack showed up. Product was fine, as described. Very pleased as this was the lowest price, in stock I could find for a 100+ bottle wine rack.
I ordered a dresser on 7/31/16, of course my credit card was charged immediately on 8/1/16. I received an email on 8/4/16 saying my order had been shipped. On 8/7/16, I clicked on the link that was a tracking number and it took me to CEVA Logistics. When I got to that site, it said that the tracking number could not be found. For the next 5 days I called customer service at ATG multiple times and each time was promised a call back, only once did someone call me back. I called each day and was told it was being worked on.
As of 8/15/16, my dresser has not arrived and I don't have a tracking number. I called ATG to cancel the order and they told me it will take 3 to 5 business days to issue a refund-credit. Actually they said it will appear in their system as a return because that is the only way their system will allow them to refund my money. I sure hope they don't think I am returning something I never received.
Shop elsewhere. This company doesn't have it together.
Michelle, thank you for reaching out. We are glad we were able to resolve your issue by cancelling the order per your request and sent a refund. Thank you for talking with us and we hope you have a good day.
The halogen pendant lamps over our kitchen counter burned out, so we were in the market to replace them. The salesperson at Lowes suggested we visit the ATGStores website, and I was amazed at the selection and prices available! Shipping was fast, easy and best of all free! There is no reason to shop anywhere else!
Absolute worst company. They never notified me that my order was back ordered nor did they ever tell me that the shipping date was changed (3 times). Apparently they just hope you won't check. When I called to ask about how I could be sure it would ship on the next date they told me (with the most indifferent attitude) that I couldn't.
Very unhappy with this company. I ordered two expensive lamps which were received 'not as advertised'. They were sitting slightly crooked on the bases. I was given authorization to return them and have never received the $390 in credit that I am due and was promised. I've called and emailed numerous times. Emails are not answered and calls asking to speak to a manager are met with "you may not speak with a manager". Website proclaims 'hassle free returns' - what a joke! DO NOT BUY FROM THIS COMPANY!
Terrible return policy, non existent communication. I lost about 30% of order price on return, and it has been a month they have not send me a return label, they don't answer mail at all, we will see if they will actually return my money. Very angry and dissapointed
Hi Olga,
As you probably have read below my name is Taryn and handle the Public Relations here at ATG Stores. I sincerely apologize for the lack of communication and bad experience with us. I would like to look into your order and see what steps can be taken to get this resolved for you as soon as possible. If you are willing, please email me at pr@atgstores.com with your name as it appeared on the order, and the purchase order number. Thank you for your cooperation.
Taryn
After I had ordered a table from this company and received it damaged, I read these reviews and was very concerned about receiving any satisfactory resolution. However, my experience was quite pleasant. I contacted the company by phone and talked to a representative. She was quite courteous and gave me the option of returning the product and receiving a replacement or a refund. I opted for a refund. She said they would contact the manufacturer for return authorization and it would take 7-10 business days. On the 12th day I had heard nothing, and was thinking "Oh no, here we go with the run around". I e-mailed the person I had spoken to on the phone and within a few hours she responded with an apology and stated that I would receive my refund credited to my charge card within 1-3 days. I received e-mail confirmations of this and within 1 day I had my refund. I don't know if this represents a change in policy, but I found no problem with their service.
I bought some night stands, they arrived promptly. I assembled them and they look fine, I threw away the boxes. Put then in their locations and then discovered they were to wide. The dimensions on the site were wrong. ATGStores.com assistance to get these items back to them has been horrible.
Their sales customer service is great but if something is wrong, good luck. They just do not care.
I have found the ATG lighting website to be one of the best out there, with minor glitches on the searches sometimes. By narrowing the criteria for my search, I found this perfect chandelier, which was exaclty what I was looking for.
ATG has an extensive lighting inventory, which keeps me coming back. ATG could expand their inventory to include lesser known, or more avant garde, designers.
In the past, I have found that if there are issues with an order, ATG's customer service isn't the best.
Overall, though, I am a happy customer.
We needed the carpet installed within 2 weeks. It was a special order carpet and the Lowes assistant pulled out all the stops to get it delivered ahead of time. The carpet installers were on time and did an excellent job. Very pleased.
The only reason for the 4 stars as some products had to be shipped to be several times due to damaged items from transportation company. Other than that great service for our business and easy to order
Ordered a dresser. It took a couple weeks to arrive and when it did, the dresser was badly damaged; although, the packing box was fine. The delivery driver took the dresser with him and now we are past 3 weeks for my refund. I have been on live chat with them 6 times now trying to get this straightened out and their customer service people are garbage. Still hoping this last one I dealt with yesterday can finally resolve this issue. I have been told multiple times to wait 48 hours for them to process the refund and then up to a week to see it on my credit card statement. Bills are due and I don't want to pay for this or the accumulating interest.
Marianne, we are glad we were able to push through the refund and resolve the issues. If you have any further needs feel free to reach out as we would be happy to help!
I had a problem with an item delivered to me, so I tried the online chat. It took so long that I gave up and tried the phone number. I got through, and was asked to send photos of the damage, which I did that evening. I called the following Monday, and couldn't find anything out because the service rep didn't make any notes. However, he did finally call me back and let me know what was going on and that I would be receiving replacements. It would have been nice to have customer service follow up without my having to wait on hold for a long time.
This is truly the worst company I have ever dealt with. I ordered two items that required that both be used for installation. The items arrived after nearly two weeks with one missing a critical part for the installation. They said it would take a week to ten days to get another part at my expense! I cancelled the order. Weeks later I finally got their return authorization to return the items and they made me pay the shipping to send one of the items back and I was charged a restocking fee! This company does nothing but take your order and then order it from the manufacturer or distributor. They then blame all of their "policies" on the manufacturer. Pretty ridiculous that they sent me a defective item and I was charged a restocking fee and return shipping. Still do not have the credit applied to my credit card and American Express is working on it.Do not ever buy from this company.
Hi Jeffrey,
Please email escalationteam@atgstores.com with your order number. A member of our team will be able to further assist you. We apologize for your negative experience.
Wanna get ripped-off? Deal with ATG and you will. It's been over 45 days since I placed a purchase for 2000. 00 and still haven't received the merch. It arrived once after a month, but was all damaged and therefore refused. Danger-Danger!
Don't mess with this organization. I called executive customer support at the parent-company, Lowes. Hopefully they can help me get my money refunded without a jerk-around from these losers. Buyer Beware! Truly not worthy of any stars.
I see Taryn W. Is trying to work her magic on here as she does on Yelp. As a response to a very similar review I posted on Yelp, she tried to tell me that my experience wasn't typical of the majority of their customers. She must have thought that I didn't read the rest of the reviews, or she's a liar, or just ignorant. Regardless I explained to her that I saw her responses to negative reviews all over the page. She bowed out after that. She is one of many double-talkers in the ATG stable. BAD-BAD-BAD
Hi Morgan,
We're sorry to hear your return and replacement didn't go smoothly. We aim to provide the best customer experience possible. Did you find a resolution with Lowe's? If not, our customer experience team can contact you to determine the best course of action. The details of your order will be communicated to ensure this doesn't happen again.
Overview
The Mine has a rating of 3.4 stars from 485 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with The Mine most frequently mention free shipping, timely manner and best price. The Mine ranks 1st among Interior Design sites.
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- Jamaica, NY, United States
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Business History
The “Minds Behind The Mine” partner with cutting-edge designers as well as world-class leaders in innovative customer care to create a unique experience for every visitor that combines exceptional service, fresh design inspiration and a killer selection.
That’s how we make it easy to get the home you crave.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Michelle c.,
My name is Taryn and I handle the Public Relations for ATG Stores. I wanted to follow-up with you on this review and make sure your refund has been issued. If the situation is still considered "open" and has not been resolved please email me at pr@atgstores.com with your information so I can further look into it and answer any questions you may have. Thank you for your cooperation.
Best,
Taryn