1. Poor Customer Service
“We ordered a sideboard from ATG Stores on 6/17 and specifically requested, and were charged for, white glove delivery service. I specifically asked for that service so that the item would be unboxed immediately and we could inspect for damage while the carrier was still there. Unfortunately, somehow, the order was sent UPS freight and was simply delivered to our porch, not unboxed. The item did, in fact, arrive damaged. The box it came in was damaged as well, not to mention, there was no way for us to completely get the item out of the box to fully inspect it without some of the packing material and box not able to be used again for re-packaging . Again, this is exactly why we wanted white glove service.
I am now left with a $690 damaged item that weighs 150 pounds that I somehow have to get packaged into a box for pick up (I have yet to receive further instructions beyond an RMA#). Have you tried to find a box that big? It is impossible, not to mention the weight of this item.
I am extremely frustrated with the service I have received. This is not my fault – I tried to be careful by requesting white glove delivery, and now I am being told it is solely my problem to get this item packed up and sent back so we can get our money back. I have been hung up on, told different stories depending on what representative I speak to, had representatives refuse to get a manager on the phone…..the list goes on and on.”
ATGStores worked with this customer one on one as well as with the manufacturer to reach a resolution. The damaged item was to be donated and we helped the customer locate a local charitable organization in her area that picked up the item from her home. We also credited the customer back a full refund and continued to see the order through until having received the refund back into her account.
How We Are Improving
*ATGStores' customer service level goals are to answer our customers within one minute of calling or chatting and within two hours via email.
*ATGStores has hired extra customer service staff. We have doubled in size in 2011 and continue to grow. Our service levels are in the 90% ratio for the telephone and 99% in online chat.
*ATGStores is working with our vendors on policies such as restocking fees. Our goal is to eliminate all fees.
*ATGStores is working every day to improve our technology in our Call Center to decrease the number of dropped calls our customers experience.
When It's been a success
"A very helpful woman took the time to answer my questions. I did not have to go through 15 minutes of button pushing to talk to someone." - 2011
“I just wanted to express my THANK YOU for your great customer service! I had ordered cabinet hardware for my kitchen remodel and 3 pieces were stripped. You sent me the replacements right away! Great job!” - 2011