BBB Accredited Business since

Frontgate Catalog

Additional Locations

Phone: (513) 603-1000 Fax: (513) 603-1050 View Additional Phone Numbers 5566 W Chester Road, West Chester, OH 45069 http://www.frontgate.com View Additional Web Addresses


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This business offers household & personal products sales via catalog and retail.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Frontgate Catalog meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Frontgate Catalog include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 90 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

90 complaints closed with BBB in last 3 years | 41 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 23
Billing/Collection Issues 11
Delivery Issues 17
Guarantee/Warranty Issues 5
Problems with Product/Service 34
Total Closed Complaints 90

Customer Reviews Summary Read customer reviews

25 Customer Reviews on Frontgate Catalog
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 22
Total Customer Reviews 25

Additional Information

BBB file opened: May 27, 1993 Business started: 01/01/1991
Type of Entity

Partnership

Business Management
Mr. H.R. Harvey, President
Contact Information
Principal: Mr. H.R. Harvey, President
Related Businesses
TravelSmith Outfitters, Inc. Improvements Catalog Cornerstone Brands, Inc. Ballard Designs Outlet
Business Category

Mail Order & Catalog Shopping Furniture - Retail

Alternate Business Names
Cinmar, LP Frontgate Frontgate Sky Mall Emporium Grandin Road Sky Mall Emporium

Customer Review Rating plus BBB Rating Summary

Frontgate Catalog has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 5566 W Chester Road

    West Chester, OH 45069 (888) 263-9850 (513) 603-1000

  • 8939 Union Centre Boulevard

    West Chester, OH 45069

  • PO Box 8167

    West Chester, OH 45069

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purched a quesn size blow up sleeper bed along with quess size mattress cover and sheet set. The reason I made the purchase was under the premise of Frontgate advertising Buy some get some promotion. They advertised you would get $50.00 gift card for $100.00 you spend. I spent $500 and was expecting to receive a $250.00 gift card with my purchase. It was the deciding factor on purchasing from Frontgate or another company. The bed and sheet set arrived, but no gift card. When I called to see where it was I was told it would be email at a later date and would have to be used by October 1st. I said I did not see that advertised anywhere. She put me on hold and when she returned she said there was a detail link that I needed to click on to see the actual offer. I told her that I thought this was very deceptive and I want to return the items. I was transferred to someone who said since the bed was too big for me to bring to a *** she would arrange a pick up at My cost of over $30.00 plus shipping. It does not pay for me to return and re order from another company, but something should be done about their advertising. I also don't want this to happen to someone else. I would like to add that the customer service rep said when people call and place an order they are told of the limitations of the gift card. the same courtesy should be given to online buyers.

Desired Settlement: I think they need to change how they advertise the promotion and they should adjust my bill for my aggravation.

Business Response:

Our agent spoke with the customer and the desire to return the bed was due to the interaction with our service agent, we are locating the all for review.  They discussed the disclaimers with the promotion.  The customer decided to keep the bed and was able to use the reward certificate.  Below is the disclaimer with this particular promotion.

IMPORTANT OFFER DETAILS: Offer valid on orders placed through 9/4/2016 at 11:59pm EDT. Reward Certificates are given in $50 increments based on total order value after all discounts of items purchased up to $2,000, excluding Frontgate Estate Wine Club, Tommy Bahama Furniture, gift cards and certificates, postage and handling, taxes, returns, previous purchases, cancelled or replacement orders. Maximum reward is $1,000. Orders cannot be combined to qualify for this promotion. This offer cannot be combined with any other special offers or incentives. Limit one reward certificate per household. Rewards certificates are valid through 10/1/2016, are not transferable, and cannot be redeemed for gift cards or certificates, or cash. Reward certificates will be sent on 9/9/2016 to the valid email address you provide. Offer valid in the U.S. only.

 

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ****

9/26/2016 Problems with Product/Service
9/26/2016 Problems with Product/Service
9/19/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered several items on July 24, 2016 online. Frontgate charged my credit card for the full balance on July 26, 2016. Frontgate delivered a small portion of the order, but the remaining items still have not been delivered. I have contacted them via phone and in writing via e-mail on multiple occasions. Each time, the response is "we are checking the status and we will get back to you". They have charged for the entire order and have failed to deliver. I even got an e-mail stating "sorry for your frustration" and asking for more time to "check the status". It has been over 3 weeks. The material is in the shipping terminal but Frontgate will not release it because it is not complete. It is not the first time that they have charged my account and nto delivered. The last correspondence from Frontgate stated that they "could not locate" an item, yet they have charged me the full amount. It is ridiculous and unprofessional to treat a client in this manner.

Desired Settlement: I want the order canceled for the remaining undelivered items AND my credited card refunded for the balance. Order#: ********

Business Response:

Our agent contacted the customer.  The credit was issued on 8/25 and was credited based on the pricing of each item, the customer was looking for the full credit amount.  Once our agent spoke to the customer, the issue was resolved.

 

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****

9/9/2016 Delivery Issues
9/1/2016 Advertising/Sales Issues
8/25/2016 Delivery Issues
8/22/2016 Problems with Product/Service
8/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April of 2016 I ordered the **** Swing Cushion set in Paprika; I got repeated notices that it was on back order. I was charged $350.52 on May 12th for the entire cushion set which included 3 20x20 pillows, 2 20x7 pillows and 1 swing seat cushion. Several days later I received 1 20x20 pillow and 1 20x7 pillow and was informed via the billing receipt that I had received the entire set. I immediately called and was told to send those items back because it wasn't a completed order by a mistake in their warehouse and they generated a new order for the entire set. I meanwhile received the seat cushion and 1 20x7 pillow. Later on I received 1 20x20 pillow; still missing a 20x20 and 2 20x7 pillows. I called again and was told that at no charge they generated an additional order for the set of 3 20x20 pillows and 2 20x7 pillows (this took 2 phone calls to get done). Several weeks go by and no pillows. June 27th I received a refund for $85.06 (for the missing 20x20 pillows); I looked up the order numbers and was electronically informed that the two orders generated to supplement my missing pillows were cancelled. I got no email, no notice; if I hadn't of looked this up I'd still be waiting for pillows. I called...again...spent 45 minutes on the phone with a man named Doug, trying to sort this through. Doug explained that they had over sold the swing cushion set and couldn't really give me a reason for the lack of notification. He promised me after speaking extensively with his supervisor that I would get an additional refund of $85.06 for not getting the completed set of 20x7 pillows. That was over 3 weeks ago, I have yet to see a refund. I can't tell you how many phone calls I've had to make to the customer service department, at times speaking directly and indirectly to a supervisor, and still I feel like I'm told what I want to hear over the phone, with no intention of following through with what they agreed to do. Although this company carries some nice items, I would never buy from them again, given the poor quality of service.

Desired Settlement: Refund of $85.06

Business Response:

Spoke to customer, resolved with credit for missing pillows.  Reviewing interactions for coaching.

 

Thank you,

Lorece *******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending the refund promised.

Regards,

*** ***

8/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An order (********) was placed on 8/1 and literally when I checked 5 days later on 8/6, I overpaid by more than 15% due to a different promotion. All items purchased were still in stock. When I spoke to a Supervisor (Nita), she refused to match it; not to mention that she was rude, condescending, and argumentative. With any other retailer, there is a match window and as a retailer, I didn't know such scheme was even legal. Nita was only able to offer to refund 50% of the shipping charge which I find it unacceptable.

Desired Settlement: I'd expect Frontgate to do the right thing and provide a refund of $150/42 for what I paid for on 8/1 ($1002.80) and what I would have paid for on 8/6 ($852.38).

Business Response:

Our agent spoke with the customer and once pricing was validated, honored the pricing.

 

Thank you,

****** *******

Brand Services Manager

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:
Frontgate did contact me and discussed the matter with me.  He indicated that a refund of $150.42 will be credited back my credit card which has not been processed as of yet.  The acceptance is pending on the agreed refund posting back my account.

Although Frontgate has agreed to the refund, it doesn't fundamentally address my concern as a consumer regarding their promotions.  Frontgate's promotions are suspect such that a consumer could overpay by more than 15% within matter of days.  In my case, it was exactly 5 days where I happen to check.  I find this practice troubling and dubious.  The consumer has no confidence in shopping with Frontgate and knowing that they are getting a deal when they really are not. 

Regards,
*********** ****

8/10/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted customer service initially to exchange an item I purchased that was defective. Because I had thrown the boxes out and no longer had the original box, the representative stated it would be easier to purchase a 3rd item and when I received, exchange the new with the defective item and return for a refund. She made sure I had the shipping labels. Before I agreed, I asked if they could send to my new address and was assured that wasn't a problem. I provided my new shipping address, which was also required for billing (which was updated). I asked more than once if the shipping address was updated to my new address and she told me the shipping address was the new address. I waited at home all day for my shipment and checked the tracking number periodically. I saw the tracking status changed to delivered. I immediately contacted customer service because the item was not delivered to my new address. In speaking with the representative and escalated to her supervisor, in the end I was provided with 2 options: 1) Request *** to recover and ship to my new address 5-7 business days; 2) They would send a replacement, charge my credit card a 4th time and attempt to recover the delivered box from ***. If recovered I would receive a refund when received. I was also informed, because the package was delivered on Friday, the soonest they could expect *** to return to the old address and attempt to recover the package was next week. I provided my new address twice to the representative for shipping & billing. My billing address was updated accurately and I asked more than once if the shipping address was updated. I was assured the item would be shipped to the new address. I've paid for 3 items now when all I wanted was a simple exchange.

Desired Settlement: 1. Exchange of my original defective item 2. Full refund of 3rd item shipped to the old address

Business Response:

Spoke with customer and issued a replacement for damaged item to the corrected address and credit for item shipped to incorrect address.

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****

8/2/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After learning from www.frontgate.com that Frontgate had an outlet store nearby, I visited the store and purchased an outdoor wicker set. After 11 months, the wicker webbing became brittle and started disintegrating in large patches in multiple locations. I contacted Frontgate to resolve the complaint, but Frontgate said the retail store is a different entity than the catalog store. I said that there is nothing on the outlet store page, which is accessed through www.frontgate.com, that says this and pointed out that there is a direct link to the Frontgate Guarantee at the bottom of the web page for the outlet store. I explained that I made a significant purchasing decision based on this warranty statement, but they said that the Guarantee link is a "typo" and they will not honor the one-year warranty. Here is the outlet web page with the Guarantee link at the bottom: http://www.frontgate.com/Frontgate/US/CustomerService/Scottsdale/landing-path. There is nothing on the Frontgate web site, product tag, or register receipt that says that the outlet store is not affiliated with the catalog store or that the Frontgate warranty does not apply to purchases made at the outlet store. Furthermore, the warranty text specifically says that it applies to "any Frontgate product". I have the original product tag and it is marked "Current Catalog Merchandise". I have pictures documenting that the deterioration started 10 months after I purchased the wicker - about one month before I contacted Frontgate. The cost of the wicker set set was $2,079.00 plus $168.40 tax.

Desired Settlement: I would like Frontgate to honor the one-year warranty statement that is linked to the outlet store page. The warranty says, "Our One-Year Guarantee lets you put any Frontgate product to the test. If for any reason you are not satisfied, simply return it within 90 days and we’ll replace it or refund the cost of the item (excluding Shipping and Processing fees). In addition, we will repair or replace any product for a full year from the date of purchase." If replacement is not possible, a refund is acceptable. The cost of the wicker set, with tax, was $2,247.40.

Business Response:

Spoke to customer who shared additional photos and honored the one year warranty.

 

Thank you,

****** *******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* *******

8/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Order was placed 7/3/16@0145 am CST online and verbally cancelled with Frontgate customer service on that same date. Per Frontgate customer service instruction after I received a delivery notice to my email, attempted delivery of this order was refused. Several attempts were made to receive the owed refund via Frontgate customer service and finally an incorrect amount was refunded on 7/18/16. Another attempt to collect the amount due to me resulted in yet another incorrect amount additionally refunded on 7/25/16. The amount still yet owed is now considered to be theft by Frontgate for an order that was cancelled prior to the charge and/or item shipment.

Desired Settlement: Refund of withheld monies paid on a cancelled order.

Business Response:

Spoke to customer, submitted for final credit for refused cancelled item, credit should reflect within 3-5 business days.  Partial credit issued on 7/18 and partial credit issued on 7/25.

Thank you,

****** *******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,
***** ******

7/28/2016 Delivery Issues
7/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On page 20 of the July 2016 spectacular catalog they advertised an11ft umbrella (*****) for $99. When ordering two the price changed to $799 each.

Desired Settlement: For the advertised price to be honored.

Business Response:

Our agent Charles J***** spoke with the customer on 6/22 reviewing the printed error.  He also explained on page 70 of the same catalog was our disclaimer around descriptive or typographical errors are subject to correction.  Customer stated no compensation was offered and not honoring the misprinted price.  Our agent offered the customer free shipping on the 2 umbrellas he was interested in purchasing, the customer declined.

Thank you,

Lorece H******

Brand Services Manager

7/15/2016 Problems with Product/Service
7/11/2016 Problems with Product/Service
7/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Website implies that brackets needed to be purchased with window box when, in fact, window box includes brackets. Bought brackets based on this representation and would like the company to pay for return shipping inasmuch as I don't need them. Company (agent id # *****) refused.

Desired Settlement: For Grandin Road to pay for return shipping of my brackets.

Business Response:

Our agent Charles J***** spoke with the customer and issued the refund for the brackets and did not require the return and return charges.  We will also take steps to update the website.

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ******

6/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/30/2016 I purchased a monogrammed mailbox from Frontgate online. When I made the purchase I was under the impression that it would be all one piece and easy to put together. But instead the monogrammed portion came with separate plaques with my address on them and no holes to attach these plaques to. Now this mailbox is made of durable cast aluminum. I do not have the tools necessary to drill through this mailbox. This expectation was never set at time of purchase. The mailbox came ahead of the post so I was able to see quickly that I was not going to be able to get these holes drilled in, my neighbor looked at it for me as well and he told me that to drill through this mailbox would be tough. So its ridiculous as this mailbox should have come with the holes already made and easy to attach the plaques. The way it is sold online on Frontgate.com is does not appear that the address that is monogrammed is a plaque, I was surprised to see that upon delivery. Furthermore, because the post arrived 5 days after the mailbox was delivered I refused the delivery and returned back to sender as at that point I knew this mailbox needed to be returned. I have not received my refund for the post or bracket and I was told that I would not get my money back for the mailbox because it was monogrammed after to speaking to a customer service representative. Once I went further in depth as to why this was not fair as they sold me a product I could not use they advised me that I would be contacted by product specialists via phone call within a 48 hour period. Instead of a phone call that would have allowed me to better explain the situation, I received an email. I was very upset by the lack luster customer service as the customer service representative only briefly mentioned the issue to the specialists as customer wants to return customized product and my concerns and reasons were never shared. If a customer is promised a phone call then a phone call is what they should receive. I have dealt with two product specialists and no resolve in sight. The first product specialists was *** ***** sent me an email stating that Unfortunately, we are not able to credit your account. Although I was told she would call me she emailed me instead and then I replied and asked her to kindly please give me a call so I could express my rationale. She still emails me back stating that she is sorry she had to put in writing and to call customer service back. WOW! This could have gone so much smoother is she would have just called me and at minimum given me the respect to listen to my concern as this company sells expensive high end products they should treat there customers with respect. On April 26, 2016, I spoke to the second product specialists ***** ****** ****, I spoke with her after calling customer service again as *** ***** was not helpful at all. ***** did take the time to listen to my concerns and she stated to me she that understood why I'm upset and she asked me to mail her pictures to her email in which I did of the mailbox. So she could clearly see there was no way of attaching these plaques. On April 27th ***** emails me to tell me that she is still working on my case and that she has not heard back from the manufacturer. On May 11th I emailed ***** to check my status and I have not received a response back yet. Its now May 15th and I haven't received a resolution and I have not even received my money back for the post nor the bracket which was a separate purchase and it was not customized. Customer #********** Order#************

Desired Settlement: At this point I think that Frontgate's lack luster customer service is despicable and not impressive. I want a full refund from them.

Business Response:

Mrs. ******* and I have been unable to speak in person.  I did leave her a message we would authorize the return for full credit and I will have a team member contact her for instructions.  We are reviewing our online verbiage and instructions.

Thank you,

Lorece H******

Brand Services Manager

5/28/2016 Problems with Product/Service | Complaint Details Unavailable
5/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased very expensive outdoor ******* sofas from Frontgage in 2011. Slowly the finish on the wicker furniture started wearing off of the side tables. They sent us a partial gift certificate for that, but hardly enough to cover replacing the side tables. Now, the entire sofas are showing that the finish is wearing away. We called Frontgate and spoke with a "customer service rep" who told us to send pictures of the furniture in. We did and we got a scripted reply stating that they were "sorry" but there was only a 1 year warranty on the furniture. This expensive furniture is supposed to last for years and years. Not one year. They are not doing anything about this and we have spent thousands and thousands with them for their inferior products. We expect them to replace these sofas with the Pasadena sofas as they discontinued the ******* sofas, probably because they didn't wear well. We could have bought furniture at Target or Walmart for 1/4 of the price and had it last as long as this.

Desired Settlement: We would like Frontgate to replace these sofas with sofas that will not have the finish wear off after a few years. We'd like them replaced with the ******** sofas.

Business Response:

I spoke to Ms. ****.  This issue was brought to the attention of our company president in July 2015.  At that time, the sofa was outside our company warranty policy and outside the vendors extended warranty for the finish.  Ms. **** originally purchased two ******* ******* Sofas at $716.40 each for a total of $1,432.80.  Ms. **** was issued out of warrant gift certificates: 7/13 = $107.33, 7/16 = $35.77, 7/27 = $143.10.  This were 10% of purchase price for each of the sofas.  In fairness and consistency with our customers, we are unable to extend any further compensation.

Thank you,

Lorece H******

Brand Services Manager

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order the phone, the order was incorrect. A cushion replacement was ordered instead of chairs. This was the second Frontagte error in two orders. The chairs I originally wanted to order are not available for several weeks. I asked to speak with a manager given my poor previous customer service experience. When speaking with the manager it was quickly obvious we werent not going to get along. I asked to speak with a different manager, the current manager refused to transfer my call (Rhonda). I asked for a corporate number- the number she provided was for the same call center. When I called back the women who answered the phone said she was a manager but Rhonda was requesting the call be transferred back to her. After my call was transferred back to Rhonda she asked what I wanted? I asked to be transfered to the other manager- she refused. I called back again and Rhonda got on the phone and said she was the only person I could speak with about my issue. I said to please transfer me to the other manager- she refused.

Desired Settlement: I want to speak with a manager who can me with my issue. Frontgate has always had bad customer service but this issue is completely wrong.

Business Response:

Our team member Charles J***** spoke with Ms. ******* and arranged for all credits to be issued.  We have pulled the phone interactions for review.

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

You are correct but it took several calls and an initial wrong credit prior to the resolution. Charles was helpful in resolving the issues, your customer service manager and acounting were not.

Regards,

****** *******

5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two barstools from the Frontgate Website in December 2015 and purchased a third barstool in January 2016. The barstools were approximately $300 each. In April 2016, I noticed that two of the barstools were busted at the seam and stuffing was visible underneath the leather exterior. I contacted Frontgate and was told that the barstools were still under the 1 year warranty so returning would not be an issue. I was sent three UPS return labels via email. The problem, however, is that I did not have any boxes on hand large enough to accommodate the barstools. I contacted Frontgate Customer Service and was told that i would be reimbursed $25 for each box purchased. I made three trips to UPS as my car could only one barstool at a time. I hustled those barstools into the store and requested that they box them up. The total for the boxes and packing materials ( and labor perhaps) totaled $100.32. I emailed the receipt to Frontgate on 4/19/2016 and was told by Ashley M. that I would only be reimbursed $75 because that is their policy. I received defective merchandise, hustled the barstools to UPS, and must begin my search once again for quality barstools. I would expect that an upstanding company like Frontgate would want to ensure that I am not out of pocket one thin dime for selling some sub par merchandise on their website. Why should I be out of pocket $25 for this mess? I am requesting to be refunded the total cost of $100.32 for the return.

Desired Settlement: Please refund the TOTAL cost of $100.32 for returning the 3 barstools.

Business Response:

Our representative spoke with the customer on 4/21.  Credits were processed for returned items as well as the remaining credits for shipping and boxes.

 

Thank you,

****** *******

Brand Services Manager

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* *******

4/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally purchased 2 Francis kitchen stool for 799.99 each. I had them for a while and called the company as the cushions were defective and the finish was coming off the stool. There was tag on the stools that stated a Life time warranty. The company agree to take them back and allow me to purchase new stools as they did not have original stools so I purchase the Zachery stools. I spoke to manager and asked once I return the Francis stools I would get a refund on the purchase of the Zachery stools and they told me yes. The stools were returned in December of 2015. I then received in the mail one gift certificate for 799.99. So I called the company spoke to A***** A***** and explain the issue and he state he would cancel the gift certificate and have the gift certificate applied to my credit card. I then received email stating I could not get the credit back to my credit card. I called and spoke to C******** M**** who inturn spoke to her manager which her manager approved applying the credit to my credit card as well as sending me email confirmation of confirming the gift certificates will be applied to my credit card. I then received the next day from A***** A***** email stating not I will not receive credit on my credit card and I would only get gift certificates and I would have to return the chairs no later than March of 2016 to obtain a refund on my credit card and if I re-order the chairs with the gift certificates I would have to paid additional 400 dollars. This process started in July 2015 last year with this company promising for a fund refund once I return the original chairs and this did not happen. I now stuck with returning the chairs and having two gift certificates for 799.99 a piece and a charge on my credit card of 1600.00. I asked if they just would apply the gift certificates to my credit card and they said "no" so they want me to return the second chairs and repurchase the chairs again in which they want to charge me additional 400.00 dollars. Can you please advise?

Desired Settlement: I would like to have the gift certificates applied to my credit card. I returning the chairs I purchase to replace the first defect chairs in order to get a credit of 1600.00 back on my account. I would then have to repurchase the same chair using the gift certificates plus 400.00 additional dollars. It does not make much sense it bad and poor customer service on front gate part.

Business Response:

Our representative has left a message for the customer outlining resolution.  After reviewing the order history and the notes, we are applying her gift certificates to her order and will issue refund once the order completes processing.

Thanks,

****** *******

Brand Services Manager 

Consumer Response: Please keep complaint open as I have dealt with four different managers indicating that they will provide a refund and then receive email stating I will receive gift certificate instead of a full refund. Pleas see attachment as the resolution will not occur until 2/16/2016. I was told if I donot return the chairs by March 2016 then they will not refund my money. So I am concerned as I was told already by four different manager that I will receive a refund and did not happen as this has been going on since September of 2015.

Business Response:

Verified credits processed on 2/4/16.  $100 and $1,500 processed on 2/4.

 

Thank you,

****** *******

Brand Services Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I still waiting for frontgate to replace the damaged kitchen stool. The scheduled is so time in march 2016.
Regards,

*** ********

Business Response:

Verified replacement stool delivered via UPS on 3/22.

Thank you,

****** *******

Brand Services Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received the new bar stool but the supporting brace gave away from the frame of the stool and I contact the customer service person below via email and have not had a response to the damage to the new bar and if they are going to replace it with a new one or not.

******* ****** ***************** **** ******** **** **** *** ************ **** ************


Regards,

*** ********

Business Response:

We received an email from the customer indicating she needs a replacement on 4/4, we are unable to determine if this was a recent replacement or one of the original stools.  We issued the replacement that should ship directly from the vendor 6/27.  The customer also asked for the artwork she ordered to be a gift due to her experience.  The order will have to process and be billed, then we will be able to process a credit to avoid losing her place in line.  The request is placed on the order for this to happen.

Below is the last email communication.

Thanks,

****** ******* 

 

 

***** *** ****************************** ***** ********* ***** *** **** **** ** *** ******* ******* ******** *** ********** *** ********* **** ***** ********** * ********

 

 

Your products are very poor quality and you know my history as I gone through several sets of bar stools

 

Along with the time and patience, the wall hanging I order should be a gift bear minimum.

 

 

***** ******* ******* ************************************** ***** ********* ***** ** **** **** ** *** ***** *********************** ******** *** ********** *** ********* **** ***** ********** * ********

 

 

Dear Mrs. *********

 

 

Thank you for this email confirming that it was the replacement and I am sorry again to hear that it is already in need of an exchange. I’ve arranged a replacement under confirmation ********. This stool ships direct from the vendor and we have information advising that it should ship on June 27th. I truly apologize not only that a replacement is needed but that the vendor is unable to send it until this time.

 

 

When the replacement arrives, its box can be used to package the original. May I be contacted when this is able to take place so that I can send UPS to pick up the original stool?

 

 

If I may sincerely apologize again for this continued matter and I look forward to furthering my assistance.

 

 

 

 

Best Wishes,

 

 

******* ******

 

Frontgate/Grandin Road

 

Customer Care Team

 

*** ************   **** ************

 

*********************

 

 

***** *** ****************************** ***** ********* ***** *** **** ***** ** *** ******* ******* ******** *** ********** *** ********* **** ***** ********** * ********

 

 

Mr. J*****

 

 

Please order a new bar stool and let me know the delivery date.

 

 

Thanks for your assistance

 

 

*** ********

 

 

F**** ******* ******* ************************************** ***** ********** ***** ** **** **** ** *** ***** *********************** ******** *** ********** *** ********* **** ***** ********** * ********

 

 

Dear Mrs. *********

 

 

Thank you for this email, though I am disheartened at its message. May I ask if this was the replacement we issued in February or is this another preexisting stool? I would be more than happy to arrange another replacement if preferred.

 

 

 

 

Best Wishes,

 

 

C****** J*****

 

Frontgate/Grandin Road

 

Customer Care Team

 

*** ************   **** ************

 

*********************  

 

***** *** ****************************** ***** ******* ***** *** **** **** ** *** ******* ******* ******** *** ********** *** ********* **** ***** ********** * ********

 

 

Hello Mr J*****

 

I having much luck with these bar stools. If you look at the front of the bar stool the brace that support the stool let go from the front leg of the stool.

 

 

Please advise

 

*** ********

 

 

 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I agree with the replacement however; I do not want to close the case until I receive the Bar stool and have it for a few days as their products have been defective and I do not want to end up with damage goods.

Regards,
*** ********

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
Only if the replacement chair is not damaged as the expected delivery is in the month of June. Also if the art work is fully refunded as well and reserve the right to reopen this complaint upon receiving damage good or if the item break during the course of the warrenty.
Regards,
*** ********

4/12/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Grandin Road delivers a catalog that advertises a specific promo code (april2016) which in turn will take 10% off total purchase and free shipping. This is also advertised all over their website. After reviewing the disclaimer, there is nothing in writing showing which items are exempt, all it says is cannot be combined with other offers and incentives. After trying to purchase a full price item and the code not working I contacted and spoke with several people at their customer service department including a supposed supervisor, M******. She explained that they will not honor the offer because of an agreement with the vendor on the particular color I was trying to order. I explained that was not disclosed, as I read all the fine print, and as a consumer we have no knowledge of what deals and incentives they make with various vendors and manufacturers. All the consumers sees is a full price item. This is misleading and not accurate advertising and marketing practices. This "generic description" allows a company to take advantage of their consumers when it suits them.

Desired Settlement: Company needs to honor promo code and/or make exceptions clearly defined

Business Response:

Our agent contacted the customer and explained this was an error and there are no exclusions to the offer the customer was using.  Our internal team made the necessary corrections and these items are now included in the promotion as intended.   Our agent offered to place the order on the phone, but time did not allow so he sent an email extending the offer.  The customer will also be able to place the order online.

Dear Mrs. ********,

Thank you not only for contacting us but for your time in speaking with me today. Your feedback on how the promotions are presented is truly invaluable and we will look into that further. When we spoke I had offered to assist you in your order and to utilize the promotion that had the issues. You were kind enough to accept but sadly time did not allow us to complete the transaction. If there is a time, and number, that would work best for me to call you, I will gladly do so.

I sincerely apologize for this experience and am most grateful for the opportunity to be of further assistance.  

Best Wishes,

******* ******


Thank you,

****** *******

Brand Services Manager


 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ********

4/6/2016 Billing/Collection Issues | Complaint Details Unavailable
4/5/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Tried to place a order for a ******* rug #****** 5'X 8' advertised in their Catalog for $199 page 70 Was told it was a misprint should be $619 Catalog is "Grand Garden 15% Off

Desired Settlement: I want to buy the Rug for the advertised price of $199

Business Response:

I left a message for Mr. ****** apologizing for the inconvenience and frustration this error has caused.  In fairness and consistency with other customers, I am unable to honor the misprinted price. If he is interested in placing an order for the rug I will be happy to apply our best active promotion along with free shipping. Left my phone number to contact me. We do have printed in our catalog (this catalog, page 48) "Descriptive and typographical errors are subject to correction".

 

Thank you,

****** *******

Brand Services Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

Consumer Response:

They would not honor the advertised price of the Rug. Price in my original complaint. I was offered Free Shipping.

I will never buy from the Company again and rest assured I will never recommend the Company.

It is very poor business, but of course they don't care for they have $$$$$$$$$$ and I am just a STUPID RETIREE!

Please leave it in the Bureau as a Unresolved Complaint.

4/4/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I believe Frontgate on their website is conducting false advertising, which is misleading consumers into thinking their are deals or promotions on all items ubiquitously using phrases like "20% off sitewide" or "30% off all items". Those statements are not accompanied by "exclusions apply" or a unanimously know asterix, rather only by the statement in small font to the side "see details", which again can be easily misconstrued. This gross negligence is appalling by this company and even worse was the customer serivce response from one of their supervisors, Armand A*****, who took no effort to take care of their customer but only provoked and encouraged me to complain on this platform.

Desired Settlement: Since I have been a repeat customer of theirs, I would like them to honor their advertisements for their products (including their signature products), but after I received their poor attempt at customer service, I merely only want them to stop misleading other consumers with language like "site-wide" and "all" unless that deal/sale is true to all products (unless they make a clear attempt to inform consumers that not all products are part of the deal). Thank you.

Business Response:

I left a message for **** ***** apologizing for the experience.  I left in the message I will certainly share this feedback about our disclaimers with our Marketing team.  In fairness and consistency with our customers, we are unable to discount our Frontgate Signature items.  I left my contact information. 

Thank you,

****** *******

Brand Services Manager

Frontgate & Grandinroad

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** *****

2/19/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: FRONTGATE DELIVERY PEOPLE CAME TO CONSUMER'S HOME FOR AN UNATTENDED PICK UP. RETURN ITEMS (OUTDOOR FURNITURE) WERE IN 4 LARGE BOXES ON DRIVEWAY IN PLAIN SIGHT WITH AUTHORIZATION FORM SIGNED BY CONSUMER IN PLAIN SIGHT. DELIVERY PEOPLE RANG BELL AND INSISTED TO CONSUMERS EMPLOYEE THAT THEY WERE SUPPOSED TO PICK UP A TABLE. THEY ENTERED HOUSE AND TOOK CONSUMERS DINING ROOM TABLE WHICH IS NOT EVEN A FRONTGATE ITEM. CONSUMER ARRIVED HOME AND DEMANDED RETURN OF TABLE. FRONTGATE RETURNED TABLE DAMAGED. CONSUMER WANTS REPLACEMENT COST OF TABLE ($1,200). FRONTGATE REFUSES TO COMPENSATE.

Desired Settlement: $1,200 compensation for dining table that Frontgate and it's delivery service damaged.

Business Response:

Customer contacted the president of Frontgate and our specialist emailed the customer.  Since there is an open claim with JB Hunt the customer must partner with trucking company for resolution.  We did escalate this claim to upper management within JB Hunt.  I left the customer a voicemail with my contact information and that she will need to work with ** **** on the claim.

 

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  


I placed a $12,000 order with Frontgate. I have not contracted with Frontgate delivery service. I cannot request delivery dates or any action whatsoever of that service. I have no standing with that service. It is a subcontractor of Frontgate. Frontgate should resolve this issue. To require me to do the legwork to resolve Frontgate's problem with its subcontractor is unacceptable. The replacement cost of the table that Frontgate 'stole' from me and returned damaged is $1,200. I expect to be paid that amount by Frontgate.



Regards,

****** *******

Business Response:

The trucking company has made multiple attempts to contact the customer to bring this to resolution. The only response from the customer on 10/8/15 states she does not have an estimator nor the time to locate one. Unfortunately, the only way to receive compensation is to provide the requested information to the trucking company. They want to work with the customer to close this claim.

Thank you,

Lorece H****** *

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  


I told Frontgate and their shipping company that I have no way to locate a company to provide an estimate to repair the table they damaged. Clearly, Frontgate is not willing to spend time to locate an estimator itself. I proposed that they simply pay me the replacement cost of the table: $1,200. I have not heard a response to this proposal.

Regards,

****** *******

Business Response: I left customer a voicemail on 2/5 with no return call and again 2/17 to follow up on resolution with trucking company.  I reiterated the need to discuss and partner with trucking company for compensation.

 

Thanks,

Lorece

 

Consumer Response: Better Business Bureau:

I paid Frontage for my items and for shipping those items. The shipping company damaged my property. I have no direct relationship with the shipping company. Frontgate hired the shipping company, not me. Frontgate is responsible for making me whole. To require that I deal with their subcontractor is unacceptable. Frontage should act, not me. 


Regards,

****** *******

Business Response:

I received an update from JB Hunt, the trucking company.   

I received a response from our claims group. They ******* her 2nd check for $1,200.00 to her on 12/26/15.  She signed for it on 12/28/15.   Her 1st check, unfortunately, was lost in the mail.   It mailed out on 11/17/15 but she never got it & we never got it back.     So we stopped payment on it.   She has been paid in the full amount she requested for the table. 

 

Thank you,

Lorece H******

Consumer Response: Better Business Bureau:

Frontgate caused me damage and then told me that there was nothing they could do about it. They told me "their hands were tied" and that I would have to try to get compensation from the delivery service that Frontgate employed to fulfill my order. Frontage did nothing to assist me even though I had no contractual relationship with their delivery company. Yes, I was able to receive some monetary compensation from the delivery company but it took a lot of time and effort on my part to make that happen. Frontage did not help... would not help... refused to help. It is a travesty that Frontage can take my money but then refuse to help me. People should know this about the company. Be aware that if any of Frontgate's subcontractors causes you damage, Frontgate will not help you. You will be one your own. 


So, I still maintain that Frontgate did not fulfill its obligation to me.
****** *******

2/8/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The company provided a $400.00 Gift Certificate based on dollar threshold purchases, but did not delivery the certificate as promised. The company stated that they delivered the certificate via email to the email account on record. I verified that the email account on record was accurate, but have no record of receipt for the Gift Certificate which has subsequently expired.

Desired Settlement: As a customer, I would like the opportunity to receive and utilize the $400.00 Gift Certificate which was earned through Christmas holiday purchases. Simply stating that the certificate has expired (2 December 2015 - 3 January 2016) and want be reissued does not appear to be fair and reasonable if the certificate was never delivered. It should also be noted that I originally contacted the company during the expiration period previously noted.

Business Response:

Our representative left a message for the customer and sent a follow up email.  After reviewing the order details and notes, reissued the gift certificate.

Thank you,

Lorece H******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ******

2/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a $300 ***** ****** cooler from Frontage for a Christmas present. After assembling it for 2 hours I noticed it was completely cracked on the inside of the cooler. I informed Frontage of the issue and they sent another one out to my parents house that was even in WORST condition than the first. The second one was completely corroded, cracked and rusted. I called Frontgate and they said to return the second one. I informed them that both coolers were now at my parents house (which is located 30 miles from my house and where the sent the 2nd cooler). My parents had thrown away the original packaging because they thought the 2nd cooler that was being sent would be in good condition. When I spoke to Frontgate on the phone their customer service rep said that I should take pictures of both coolers and email them the Frontgates customer service email address and that most likely they will have me just keep the 1st cooler since the packaging was gone and I had no way to transport it since it weights 50 lbs. Frontgate just emailed me saying they wanted me to drive back to my parents house (30 miles away) find my own box to put it in and figure out a way to mail it back. I find this to be borderline assinine. They sent me two broken, cracked and corroded coolers and expect me to handle the entire situation even though now both coolers reside over 30 miles from my house and I have no packaging or means to lift the cooler back into my car. I'm asking for a full refund and to have them come out and package it themselves and deal with it.

Desired Settlement: I would like full reimbursement for the cooler which cost $300 and I would like Frontgate to come to my parents house and pick up the old cooler and package it themselves.

Business Response:

Our representative contacted the customer in response to a presidential complaint and arranged for the return of the damaged cooler and a full credit.  Out representiative was communicating with the customer regarding each of these steps.

Thank you,

****** *******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,
******** ******

1/30/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was going to purchase a furniture set online. Per the website on the home page it stated that we were to get 20% off on any item purchase "sitewide". When we went to use the promotional code, we were not able to get the 20% off. We emailed customer service and they emailed back that it was ok to purchase and if we had any issues to call. We called in and they told us that the particular item we wanted was not eligible for the discount. They told us to "read the fine print". We actually clicked on the details with them on the phone and the link brought us back to the original webpage. We spoke to 2 supervisors and they told us they would not honor the discount and we even offered to send them the screenshots we were getting. We even offered to forward the email where they made no mention that we could not get the discount when we referenced the exact item. They told us they would offer free shipping which was not a discount at all when the webpage offers free shipping all over it and the first sales associate also told us over the phone we would get free shipping anyway. This is a $2,000 item and just do not feel justified paying for anything without their own mistakes being honored.

Desired Settlement: I am putting finish the job since I would still gladly pay for the item if provided the 20% discount on their website and the free shipping for the item as they promise through their website. I feel that this is false advertising since they are not making their terms and conditions of discounts readily accessible to the consumer.

Business Response:

Spoke with customer and clarified the promotion and the disclaimers.  Due to the item being excluded from the promotion, Mr. Young and I agreed on a compromise and he placed his order.

Thank you,

Lorece H******

Brand Services Manager

1/25/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered 2 Dog beds on 12/05/2015 Order # ******* I have received 9 delay notifications and no response as to when if ever the merchandise will be received. Total of Merchandise not received is $358.05

Desired Settlement: Immediate delivery via OVERNIGHT service of the order

Business Response:

Spoke to customer apologizing for the multiple delays and notifications.  The delayed bed did arrive 12/24 after complaint was filed.  Waived shipping charges due to the delay and issued a gift certificate due to the experience.

Thank you,

Lorece H******

Brand Services Manager

1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After placing an order dec3/15 I have made numerous telephone calls as well as emails to Frontgate trying to get information on a product that I ordered that was IN STOCK at the time of the order, never received any updates regarding the item, until i made the call, and was then told it was backordered, but would be received by Christmas!!!!!!! Well it is Jan2/16 still no delivery, they blame it on the vendor, but still no tracking available. They pass the buck back and forth. It was false advertisement as far as the item ordered, as it was IN STOCK at the time order was placed. Had I not called, I would never have known that it became somehow backordered!!!!!!!! Had I known it was not in stock I would have never placed the order. Then you go to your order history!!!!! it is never updated with information, same old original information, so you have to call again!!!! Still nothing gets resolved. I will absolutely NEVER order from Frontgate again, furthermore, I most certainly will never recommend this catalog company. They should be ashamed to call themselves an Internet Catalogue company

Desired Settlement: I will leave that up to Frontgate to try and get me back as a customer

Business Response:

I spoke with customer and apologized for her experience and confirmed receipt of the dog bed.  The customer was issued a 20% discount due to the delays with the dog bed.  Due to her overall experience, I issued her a certificate for a future purchase. 

Thank you,

****** *******

Brand Services Manager Frontgate/Grandinroad

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  They have offered me a 100.00 GC or all the troubleI was put through.

Regards,

****** *****

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A ****** Hose Reel (Item # ******) was provided to me as a gift. Upon opening the package in which it was shipped, I noticed that there were 3 major kinks in the hose supply water from the facet to the reel due to the way the hose was essentially folded into the box. I contacted customer service immediately (Dec. 5) and explained the situation. They agreed to do an exchange and told me to fill out the form and drop the package off at a *** store. While filling out the form, it seemed to me that I would be responsible for return shipping, so I contacted customer service again on Dec. 5 to confirm. The reviewed my order and confirmed that because it was a defective item, I would not be responsible for return shipping. I completed the form, noting that an exchange was requested and I had spoke with customer service to initiate the exchange. Today, Dec. 13, I contacted Frontgate again. They informed me that they had partially refunded the credit card of the person who gave the item to me (excluding shipping). Angela (the supervisor customer service agent) explained to me that there is no way they can recharge the credit card and that the only thing they can do is refund the remaining shipping (because it was a defective item, they should have either done an exchange or refunded the full amount, including shipping). Despite 2 calls to customer service and also noting the exchange on the form, they never red flagged this issue and never contacted me. Instead, they processed it as a simple return (not a defective return).

Desired Settlement: I am now out the gift and the refund. I either have to request the money from the gift giver or request Frontgate replace the item for free. Since this is a clear error on the part of Frontgate, I believe it is Frontgate's responsibility to make this right and to provide me with the hose reel as agreed upon when I returned the item.

Business Response:

Our agent contacted the customer (giftee) and replaced the hose reel.

Thank you,

****** *******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for the quick resolution. 

Regards,

****** *******

11/28/2015 Delivery Issues
11/28/2015 Problems with Product/Service
11/19/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 10 ft flip it tree I the Fall of 2012. The cost of the tree was app. $1300.00 on sale and it has 1200-1500 clear lights. Christmas 2012 lights were fine - 2013 we had to replace a few fuses as well as bulbs. Before I decorated the tree last year (2014) there was a few bulbs not coming on - not enough for me to worry about. I decorate my tree from top to bottom and before the Christmas season was over with- at least 80% of the lights were out. When we took the tree down - we started replacing fuses and bulbs as instructed by the customer service dept. tHis had no effect on the non- working lights. We replaced so many that you couldn't tell which ones you had replaced and which ones you hadn't . I called the customer service department and WA told that I would have to cut the lights off the tree and buy new ones because these were just traditional lights . She stated that because I did not replace each bulb as it hurled out it just kept directing the energy to the remaining good lights . That was part of maintaining the tree. Last year when we called to ask for assistance - this was not their recommendation nor did they at any point even mention this . If this is the case it should be spelled out clearly in their warranty . I am appalled at the idea that I have to cut the lights off of a $1300 tree that worked for 1 year and restring them myself . There has to be another solution to replacing every build and every fuse or cutting the lights off.

Desired Settlement: Fronts gate is considered to be a high end catalog company that should stand behind their products . We bought the flip tree for its convenience - which is absolutely zero if I have to sit and cut off the lights .

Business Response:

Our representative contacted the customer and hera gift certificate for a portion of the purchase price of the tree since it was purchased in 2012.  Customer accepted.

Thank you,

****** *******

Brand Services Manager 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  I am 100% satisfied with the resolution . It was more than I expected . A representative contacted me with 48 hours , expressed her concern. A gift certificate was issued and received within a week . Thank you very much . 

Regards,

****** ***

10/23/2015 Billing/Collection Issues
10/17/2015 Advertising/Sales Issues
10/15/2015 Problems with Product/Service
9/22/2015 Billing/Collection Issues
9/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In late 2014 I order an outdoor furniture collection. Upon receipt of the furniture, we noticed that one of the cushions was the wrong color. We promptly notified the company to request a replacement cushion. We were informed that the correct color cushion was on back-order and would be sent to us when it was available. Fine. About one month later a freight delivery truck delivered an entirely new set of cushions for all of the furniture - this delivery arrived when we weren't home, and was signed for by someone from our cleaning service. When we discovered the delivery later that evening, we took this as a sign of excellent customer service. Great. A few months later we received a letter demanding we send back the cushions. What? We didn't order them. They delivered an entire set of cushions to us rather than just the one cushion that was requested, and we assumed they did this intentionally. I phoned the company and explained the situation. They insisted that we send back the cushions. Finally, I agreed, but unfortunately the cushions must be shipped via freight shipment, which I can't arrange. I asked them to arrange a pickup, and I would send the cushions back. I never heard back, until after another month I received another letter demanding I return the cushions. Ultimately, five months after this debacle began, after failing to arrange a pickup, the company charged the original credit card I used to purchase the furniture an additional $2,240.25 for product I didn't order. I'm happy for them to come pick up the cushions, but I'm unwilling to pay $2,240 for something I didn't order. An interesting analogy: imagine if Frontgate decided to randomly ship you a product that you never ordered. The months later they realized their mistake and asked you to send it back. But it's too big to ship back via standard means, so you ask them arrange for the shipping - which is only reasonable, considering it was their mistake. Then they don't arrange the shipping, but instead charge a card you entrusted them with in good faith for a prior purchase. This is incredibly rude and unethical.

Desired Settlement: I want a refund of the $2,240.25 they were not authorized to charge. They're welcome to arrange return shipping of the cushions that I never ordered.

Business Response:

Our agent Rhonda worked with the customer and arranged for the entire set of cushions to be returned and issued the credit.  Confirmed items were in transit on 9/4 and issued $2,240.25 credit.  Identified internal processing issue causing delay.  Credit will be submitted today 9/16/15,  I left a message for the customer advising of the delay and sent him an additional gift certificate for the inconvenience and for his continue patience.

Thanks,

Lorece

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I'm still extremely displeased with the company's handling of the matter, and I think the final resolution is feeble - but at least it's resolved and I don't have to waste any more time. I've been shocked that this company would treat customers this way. Seems like a seller of high-end merchandise would have a different approach to customer service.

Regards,

****** ******

9/11/2015 Advertising/Sales Issues
8/7/2015 Problems with Product/Service
8/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 4 I ordered a number of items from Frontgate, and they indicated the delivery would be delayed. I found the items at a mother vendor so I ordered from them on June 5 from a 2nd vendor. On June 5, I attempted to cancel the original Frontgate order. I was notified that the item had shipped that date from the manufacturer and I could not cancel the order. (convenient) The items show up 4 days later, (6/9) and I ask for an RMA number to return the original order. They say I have to wait for the manufacturer to Email(!) me a return label (typically takes 3-5 days). On 6/15 I let them know that the label has not been received and I'm asked to wait "a few more days". On 6/20 I demand that Frontage issue me the return label, as I purchased the goods from them, and "upper management" gets involved and a label can be printed. I am told it will take up to 24 hours after they receive the order for the refund to show up in my account. On 6/29 I contact them as there is nothing showing up in my account. on 7/4 (we are now a month into this!!!) I check, and they have charged me for the amount of $267.09, rather than refunded me the amount4

Desired Settlement: They now owe me $534.18, twice the original purchase amount. I just want my money back, and I promise to never deal with this company again.

Business Response:

We have been in contact with customer while we resolved the credit issue.  We partnered with ****** and the credit was processed and our agent left Ms. ***** a message with the credit details of $267.09 and issued a gift certificate for the long delay and inconvenience,

Thanks,

****** *******

Brand Services Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and while it took far too long to resolve, this resolution is satisfactory to me. 

Regards,

****** ******

8/6/2015 Delivery Issues
8/6/2015 Problems with Product/Service
8/5/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Madam/SirOn June 25th I ordered 2 items form the website of the company Grandin Road, I paid for that the same very day, But I didnt receive any courier tracking number from them, after I inquiried about my purchase they answered the items will be send by *** on July 13th, on July 14th I asked for the tracking number and they said now the shipping date will be July27th (More than 30 days after they sold me the itmes!!!), I asked them for formal guarantee on the shipping date to avoid this happen again...and they replied: they can not give a formal date for the shipping of the products I bought from themThere was never a a sign or legend on the website saying the items wre Out of stock or that there is a long waiting period to receive the products Isnet them several email asking for a prompt solution,but they only reply saying sorry for theincoveniences,,,not any actions to solve the problem of product deliveryThank you for your kind help and reply**** ********

Desired Settlement: Delivery of my products by next week , if the items are not deliver before July 25th a billing adjustment for the shipping charges should be made as a compensation for the 30 days delay of shipping the items

Business Response:

Verified item delivered, due to inconvenience and delay, issued credit for shipping.  Sent below email to customer.

 

Mr. ********, 

I would like to apologize for the shipping delay with your order.  I was able to verify your item delivered 7/29/15.  Due the inconvenience I issued you a credit for your shipping fees.

Please do not hesitate to contact us with any questions.

Thanks,

****** *******

Brand Services Manager for Frontgate/Grandinroad

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

I received the ipurchased items today
Thank you

Regards,

**** ********

7/30/2015 Problems with Product/Service
7/30/2015 Delivery Issues
7/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On Sept 27, 2014 I ordered and 8" round area rug from Frontgate (Order ********). The delivery date has changed multiple times during these 9 months. On June 3, 2015 I cancelled the order. On June 9,2015 I received and e-mail from their customer service department acknowledging the cancellation. This also stated that their vendor representative would contact the vendor and get back with about the cancellation. I have subsequently contacted them several times asking for an update (the order is still active according to them but my AX card would not be charged until the order has shipped. They further stated that they have tried to contact the vendor but received no response. The last response I received from them was 6/18/2015 stating they were sorry and would get back with me. I have found another rug and no longer need the one I originally ordered. All I want is the order cancelled and removed from my order history. I do not want to wake up one day and find out the order has shipped and my ** card has been charged.

Desired Settlement: I would like the order to be finally canceled by Frontgate and acknowledgement of the cancellation sent to me.

Business Response:

Emailed customer and apologized for experience.  The order was cancelled and the rug is no longer available.  Issued $100 gift certificate for experience.

From: "******* ******" <*****************************>
To: "*****, *****" <
*****.*****@***********
Subject: Frontgate order ********
Date: Fri, Jul 17, 2015 3:25 PM

Dear ***** *****,

I am following up with you regarding you Better Business Bureau concern.  I do apologize for your experience with Frontgate and you not receiving a cancellation email. I will be happy to assist.

I am showing Order number ******** was cancelled on 06/18/2015 due to item number ***** *** ******** ******** Rug no longer being available.   I do see where a 50.00 gift certificate was issue for your inconvenience.  I am going to send you additional 100.00 gift certificate. 

This gift certificate can be used for a purchase through our catalog via phone, online at www.frontgate.com or in any of our retail stores. The order number for the gift certificate is x******** you will receive it within 7-10 business days via regular mail. If you would like to receive it sooner, you can obtain the certificate number by calling our Customer Service department at 1-###-###-####, please allow 48 hours for processing.

Can you please respond to this email to let me know you received it, since you did not receive the system cancellation generated email?

We hope that you continue to shop with Frontgate and we value you as a Customer.  

Respectfully,

****** ******

Frontgate Customer Relations

###-###-####

10:00 a.m. -6:30 p.m. EST

Monday-Friday

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

Regards,

***** *****

6/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 20, I ordered three stools from Frontgate using a promotion for free shipping, approx. a $300 savings. I was told I would be notified when the purchase shipped. To date I have not received anything although ***** in Customer Service said it left their warehouse "sometime recently". She could not tell me when but said the holiday may have been the reason I was not notified. On May 22 Frontgate published a promotion for $100 certificate for every $200 ordered. On a $1900 purchase this would have been a $900 credit, a delta of approx. $600. While I appreciate disclaimers etc, there is a good faith expectation that a true effort would be made to compensate me for a good faith purchase three days prior. ***** did offer $100 certificate although to be honest that hardly seems like a compromise. I have ordered from Frontgate in the past and have found their items to be high end. Not sure that it is a $600 high end value however. As a long time customer will think twice about ever placing an order with this company in the future. Disappointed!

Desired Settlement: A minimum of $400 in credit toward future purchases.

Business Response:

Left customer a voicemail and followed up with an email notifying although the order was placed prior to the start of the promotion, it had not yet shipped.  The profile is flagged not to receive notifications; this is why she did not receive the notification.  Obtained permission to update profile to now receive email order notifications.

 

Upon review of the order as it relates to the promotion, she would have been eligible for an $800.00 reward certificate.  Since the free shipping promotion was used, it was equivalent discount of $311.52, plus the $100 gift certificate our representative sent, amount awarded $411.52 was which leaves a difference of $388.48.

I  issued a gift certificate in the amount of $400 on order ********. This certificate will valid until 6/27/15, the same timeline as the original promotion.  Emailed customer on 6/3 with the gift certificate number with expiration and value.

 

Thanks,

****** *******

Brand Services Manager

Frontgate/Grandinroad

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was very much impressed with their prompt response and resolution. Thank you for your service in helping get to this point!

Regards,
******* ********

5/18/2015 Guarantee/Warranty Issues
4/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company refuses to honor a certificate they provided to us with our name on it and a valid prin*** expiration date. The reason ci*** is internal policies (not prin*** on the provided certificate). We ordered an item from the May 2014 Frontgate catalog that qualified us for a $100 reward certificate on May 5, 2014. We did not receive the gift card. On June 10, 2014, we contacted Frontgate and requested they forward the certificate and were told it would be received in 3-4 days. On June 26, 2014, the certificate had not been provided, so we called Frontgate and talked to *** *****. At that time, he provided a gift certificate number that could be used online. Shortly after that, we received a printed copy of the certificate in the mail. The gift certificate was in the amount of $100 and states "Expires 06/11/2015" in the middle of the certificate. The certificate number is *********. On February 15, 2015, we attempted to redeem the certificate but was unsuccessful on the website. We called Frontgate and talked to *** ***** at 1115 AM and then his supervisor - *****. ***** stated that the gift certificate was valid only until September 2014 and that the date prin*** on the gift certificate was "automatically printed and does not mean anything." We asked where the documentation might be that indica*** the certificate was false and were told by ***** that it is in her internal policies for the reward program. She offered 20% off on a purchase, but would not honor the $100 certificate despite the written documentation from frontgate on a certificate signed by ***. ****** addressed to us with a clear June 2015 expiration date printed clearly in the middle of the certificate. Our complaint is that we planned our purchase based on the written communication provided by Frontgate and never received any written or verbal communication that the certificate date "does not mean anything" and was limited to a September 2014 redemption.

Desired Settlement: We request issuance of a gift certificate for the $100 we were originally promised (contrac*** through a signed certificate) with an expiration date sufficient for us to use it online.

Business Response:

Reviewed and ********ed the prin*** copy of the gift certificate did have the incorrect date prin***, it did not reflect the promotional expiration date provided in the email communication.  My associate called the customer and left a message.  She also sent the below email honoring the gift certificate by issuing a credit to the new order.

From: ****** ****** 
Sent: Friday, February 27, 2015 12:16 PM
To: '******************'
Subject: RE: Frontgate rewards order number ********

Dear ****** *****,

I am just following up to the voicemail I left.  I just wanted to let you know I did issue a credit for 100.00 on Order Number ********.  The credit should appear on your ******** in 3-5 business days.  I do apologize for the inconvenience.  

Respectfully,

****** ******

Frontgate Customer Relations

###-###-####

9:00-5:30 EST

Monday-Friday

v

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

Good morning.  Thank you for the follow-up.  I am not sure which number might have been used  by ****** ******, but we did not receive a phone call and we do not have any voice mail messages from her concerning this incident.  If she would like to leave a message, I recommend using###-###-#### rather than whatever number she may have used.

 

We also do not own a ******** card and have not seen a refund on any of our credit cards – including the one we used for the purchase.  I am not sure who she may have credited with $100, but it was not us.

 

To answer the questions directly:

1.        Has the company addressed the issues of the dispute?  While it is helpful that she did acknowledge the printed coupon had the wrong date – it was caveated that she maintains it was inconsistent with the end of the promotional period.  Unfortunately, we can only go with the printed documentation we received on the certificate, and since funds were not restored to any credit card we own, I don’t believe it was addressed.

2.       It was not addressed because we do not have a record of a phone call, voice mail, or restoration of any funds.

3.       No – the company has not met the agreement they outlined in their response nor have they conducted follow-up to ensure the credit was applied to our account.

 

We continue to be disappointed at how this seemingly simple issue is drawing out with Frontgate.  We have purchased a significant number of items from them in the past and like their products, but their failure to address this documentation error and to honor the documented certificate (that they printed) is baffling.  We appreciate the BBB follow-up on this issue.

 

Thank you.

 

*** *****

 

 

Business Response:

We identified our error.  We re-issued $100 gift certificate that will be mailed to the customer.  I left the customer a voicemail today and sent a follow up email confirming actions taken and apologized for the inconvenience.  Below is the email I sent today.

*** *****, 

I am emailing regarding your complaint with the BBB.  I received your response and realized our error and I do sincerely apologize for all the confusion and the inconvenience this has caused you.  I have reissued you a gift certificate under Pam Selvy as this matches the original gift certificate.  It was generated on order #x3779496, $100 and is valid for one year.  By tomorrow I will have the number, so if there is something you have in mind to use it towards, you will be able to use it as well as receive it in the mail within the next 10 days.  

I also left a message on the number in the complaint, so if you still want to discuss over the phone, we can certainly arrange time to speak.

Again, I do apologize for the inconvenience our error caused you and I hope to regain your trust in Frontgate.  Please do not hesitate to contact me.

Lorece Hoffman

 

Thanks,

******

Brand Services Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

*** *****

4/15/2015 Problems with Product/Service
4/8/2015 Billing/Collection Issues
4/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 3/11 during a Grandin Road 13 hour sale, I purchased bedding that was 50% off. When added to my cart and purchased the ****** ****** quilt it was priced at $99.50 and 2 shams at $24.50 each, amounting to $138.50 + shipping $27>70= totaling $166.20. I was emailed a thank you for me order that day with no other information. The following day I received a confirmation of the order showing the prices at 100% equalling $179 + $49 +$49 + 27.70 shipping = total of 304.70. I emailed them immediately describing the error in billing. On 3/12 they responded " Thank you for contacting Grandin Road Customer Service regarding order # ********. Thank you for your recent email and we would be happy to further assist. Please be advised that this was not a sitewide promotion. This only applied to specific items, when clicking through the link. As this promotion has expired, we have forwarded this order for further review to confirm if these items were applicable." I HAVE NOT HEARD FROM THEM REGARDING THIS. On 3/12 and 3/13 monitored my credit account for pending charges and it continued to show $166.20 pending. Later in the day on 3/13 I received an email indicating the items had shipped. I still had not heard regarding my concern abou the confirmation amount. On 3/14 I monitored my credit account and the amount charged had changed to $304.70. the full price amount. THIS IS AN OVERCHARGE OF $138.50 from the amount I placed in my cart. I emailed them again on 3/14 regarding their changing the amount charged to full price. The item is projected to arrive 3/17.

Desired Settlement: I would like them to credit my account the $138.50 overcharge. I would like them to honor the amount they said it would cost for the items and shipping which was $166.50. If this cannot be resolved and the items arrive on 3/17, I will immediately follow their return procedures and send the items back.

Business Response:

My agent, ****** ****** called and emailed the cusotmer and issued credits in the amount of $79.50 then $10.00 for a total of $89.50 to match the 50% off promotion.  Below is the email communication:

Dear ******** *******,

This is a follow up to the voicemail that I left regarding your Better Business Bureau dispute.I did research and you are correct you were suppose to receive 50% off of your items.  I do apologize for your inconvenience and the experience you had with Grandin Road.   I did put through a credit for 79.50 for item number ****** *** *** ****** ****** Quilt Full/QN, and 24.50 each for item ****** *** *** ****** ****** Sham Stnd.  Your credits should appear on your **** in 3-5 business days.

If you have any questions or concerns do not hesitate to contact me. 

Respectfully,

****** ******

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

Regards,

******** *******

3/17/2015 Problems with Product/Service | Complaint Details Unavailable
1/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Just really disappointed over the terrible customer service of this company. After two weeks of waiting for an e mail from one of their vendors they couldn't even give me their number and had me running around in circles trying to play detective and find out when I was going to receive this mystery e mail. So fustrating and a big waste of time.

Desired Settlement: I want my money back.

Business Response:

Called customer at phone number listed, not in service.  1/4/15 emailed customer, no response.  Unable to locate customer by searching by name, address, phone number, or email address. 

Ms. ********

My name is ****** ******* and I am the Customer Relations Manager with Frontgate and Grandinroad.  We received your Better Business Bureau complaint and I apologize for your experience.  In researching your order I am unable to locate your order details with the information listed.  Would your order be under any other name or address?

If it will be easier to speak on the phone, I will be happy to call you, what is the best time to reach you?

Thank you,

****** *******

Customer Relations Manager

****** ************ **** ************

 

1/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is advertising a rug in the January 2015 catalog offer * ********, item # ***** for $179. When I called to order this item i was told they made a mistake and it was a misprint. The supervisor offered the item to me for $287 and would not honor the advertised price. I asked for a retraction showing the mistake that was made and was told it wasn't available. This looks like a classic case of bait and switch.

Desired Settlement: I would like them to honor the advertised prices of these three items: 1. ***** $179 2. ***** $149 3. ***** $49

Business Response:

Had a member of my team contact customer, she left a message and sent an email confirming resolution for pricing issue from misprint in catalog.  We do have the following disclaimers in print and online:

Catalog disclaimer is located on the To Order Page: Descriptive or typographical errors are subject to correction.

Website disclaimer

Content: Accuracy and Reliability

While the Company makes every attempt to publish accurate and reliable Content on this website, under no circumstances shall the Company, or its affiliates, or any of its officers, directors, employees, or agents be liable for any loss or damage caused by your reliance on information obtained through Frontgate.com. It is your responsibility to evaluate the information, opinion, advice, or other Content available through Frontgate.com.

All products displayed on the website are offered while supplies last. The prices displayed are quoted in U.S. dollars and are valid and effective only in the United States. Descriptive or typographical errors, or website system errors, are subject to correction.

We have made every effort to display as accurately as possible the colors of our products that appear on the website. However, as the actual colors you see will depend on your computer monitor. We cannot guarantee that your monitor's display of any color will be accurate. In some cases, color swatches of the materials are available. Send us a message for details.

Thank you,

****** ******* 

Customer Relations Manager

****** ************ **** ************ ****** **********************

 

1/8/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchase a Christmas tree from Frontgate 2012. The tree has been through 2 Christmas seasons. This year, the third Christmas, 50 % of the lights do not work. The tree is supposed to have a three year warranty. When I spoke to Customer Service I was told we changed our policy, you actually only had a 1 year warrantee there is nothing we can do. The tree cost $1300.00. This is our third tree from Frontgate because of lighting problems. The first 2 we paid for because Frontgate would not stand behind their product. The Customer Service Representative was uncaring, short and nearly read from his manual during the conversation.

Desired Settlement: I would like the tree replaced.

Business Response:

I left 2 messages for the customer the last two days but she was not available, so I sent the below email.

Mrs. *******

 

My name is ****** ******* and I am reaching out to you in response to your Better Business Bureau complaint regarding our warranty on your Christmas tree.  In reviewing your order, I see that you were issued a gift certificate for $599.50 for 50% of the value paid for your tree.  I have issued you an additional gift certificate for $600.00 on order ******** which equals your purchase price of $1,199.00.   Both gift certificates are good for one year after the issue date.  If there is a purchase you would like to make prior to receiving the second certificate, please feel free to call customer service any time after tomorrow 12/4/14 at ###-###-#### and reference order ********, the agent will be able to assist you with your gift certificate number to use on a purchase.

 

I do apologize for all the inconveniences you have experienced with this tree.  Please keep my contact information should you need to reach me.

 

Thank you,

****** *******

Customer Relations Manager

PHONE: ###-###-####

FAX: ###-###-####

EMAIL: l*******@*************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ******

12/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/2914 I ordered an artificial christmas tree for 549.00 (order # ********). The advertisement stated free shipping on all Christmas trees. The ad also stated that for every two hundred dollars spent on the order that Frontgate would issue a gift card for 100.00. This promotion compelled me to purchase and additional 50.00 in cleaning products I would have otherwise not ordered so that I could receive a 300.00 gift card. When I placed the order a notice popped up in red stating I was eligible for the gift card. I thought this was confirmation that I had placed the order correctly and that I would receive the card, When no gift card arrived, I called customer service and spoke to supervisor, ***** ********. She told me that since I took advantage of the free shipping on the tree, it invalidated the gift card. There was no communication on the order that this was the case. ***** offered me 10% off the price of the tree which I refused. I order extensively online and take advantage of many promotions and I have never experienced anything like this. I think that Frontgate engaged in false advertising and were extremely unhelpful in trying to correct this situation. Unfortunately I placed this order with my Ipad and do not have a printed copy of the order. I also paid 12.00 in shipping for the cleaning products. I'm not completely sure of the date I called customer service. It was on or around Dec 5

Desired Settlement: For Frontgate to issue the 300.00 gift card

Business Response:

Spoke to customer 12/22, apologized  for experience and issued the rewards certificate.  Followed up this morning with the below email. 

Mrs. ******, 

It was a pleasure speaking with you yesterday evening.  As we discussed, I was able to issue the rewards certificate valued at $300.00.  The number is ********* and will expire on 1/3/15.

I am truly sorry for your experience when you called in and spoke with a supervisor; I am still retrieving the call for review and coaching.  If I can be of any further assistance, please do not hesitate to contact me.  I hope you and your family have a joyous holiday!

Thank you,

****** *******

Customer Relations Manager

PHONE: ************

FAX* ************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ******

12/13/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been billed incorrectly for products not received multiple times. I place an order back in mid August for about a $1,000 worth of Halloween decorations. One item was mailed defective THREE times, I was charged twice for this item and it still has not been refunded. I am still missing three items. Two items were shipped defective and replacements or credits still have not been issued. One item has been backorder twice and still has not shipped. I have spent over 6 hours in the last two months trying to resolve this order. I have been hung up on several times, been told I would be called back but NEVER received a call back.

Desired Settlement: I would like a refund for my entire order. The decorations I have are part of a set and useless without all of the pieces.

Business Response:

Customer was charged a total of $708.78 on 9/2/14, credited $53.35 on 9/6 for return of#*****, refunded $75.12 on 9/11 for return of ****** ***, refunded $49.00 on 10/2 for return of ******.  The remaining products have not yet been returned, therefore no additional credits have been issued.   

I have left several phone messages and have sent the below email on 10/21/14 to ********************** with no response.

I will consider the matter closed until I hear back from the customer.

Ms. *******

 

We received your complaint with the Better Business Bureau and I would like the opportunity to discuss your experience with you.  Please contact me at ************, this is my direct line. 

 

I look forward to the opportunity to regain your trust in ***********.

 

Thank you,

****** ******* ******** ********* ******* ****** ************ **** ************ ****** **********************

 

Consumer Response:

I have left multiple messages for Laureen. She has yet to call me back. I do not have boxes to return the broken and non working merchandise. The items are very large. 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

***** ******

Business Response:

Mrs. G***** and I did speak on the phone and she sent photos via email of damages and we issued credits equalling what she originally paid for the merchandise.  A total of $649.99 has been credited and $58.79 is in the process.   It typically can take 3-5 business days for credits to appear on credit card statements.  I issued Mrs. ****** a gift certificate good for one year due to all the inconveniences she has experienced.

Thank you,

****** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The credit still has not posted to my credit card. It has been 4 business days. I spoke with American Express, they state no credit has come through from front gate.

Regards,

***** ******

Business Response:

Emailed customer to verify credits on her credit card statement.

Ms. *******

 

I wanted to follow-up with you regarding your Better Business Bureau complaint to confirm your credits were processed.  We issued credit in the amount of $472.52 on 10/28/14 and the additional amount $58.79 on 10/31/14.

 

Please contact me to confirm you have verified these credits.

 

Thank you,

****** *******               

 

***** ****** ******* ***** ******** ******* *** **** **** ** *** ************************ ******** *********** ***** ********

 

Ms. G*****,

 

We received your complaint with the Better Business Bureau and I would like the opportunity to discuss your experience with you.  Please contact me at 513-603-1468, this is my direct line. 

 

I look forward to the opportunity to regain your trust in ************

 

Thank you,

****** *******

Customer Relations Manager

****** ************ **** ************ ****** **********************

 

 

 

12/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 10, 2014, I placed an order for a set of 6 barstools. I chose the style that was identified as "quick ship", versus the more customized styles. The order number is ********. From August 8 to October 10, the order date got moved 7 times, and each time the new date was communicated either right before the shipment was due or after the ship date was missed. I spoke to Frontgate at least 10 times and each time someone on the phone tells me with a high degree of certainty something about my order that later turns out not to be true. I was told each time "your order is shipping tomorrow", or "your order has shipped, but it takes 24 hours to get a tracking number". So finally, one week ago, right before we left on vacation, three large boxes showed up. I was excited until yesterday, when we opened them and found out that only half the order was shipped (I assumed there were two barstools per box, but there was just one). So back on the phone with Frontgate. New person, new story, new certainty about the rest of the order (by the way, no one bothered to communicate the fact that it's a partial shipment). So the "new story" was "your order is shipping today". I told them my experience, and they assured me "no, it's today". Again, no tracking number. I called this morning, and I was told "no, your order has been moved to November 10". I asked to speak to a supervisor. The story from the supervisor was "I don't know why they told you November 10; I don't see anything with November 10 here; the stools are arriving in our warehouse today. I'll file a ticket with corporate". Never mind that at least half a dozen Frontage people have already told me that corporate was already involved, they know about the vendor issue, it's been corrected and the new shipment of stools is here - this has been the story (in various versions that were similar enough) over the past 30 days. So now I have 3 barstools of one kind, 3 of another, and no way to know when the rest will show up. I live in a small town and do most of my purchases on line. I have never had such a customer service experience, even when dealing with vendors in Asia or **** vendors in China. I am simply amazed that in 2014 in the USA a business positioning itself as selling luxury goods can survive with this kind of customer service. I am not mad that they missed the original date; things do happen. The communication and misinformation is amazing.

Desired Settlement: At this point what I want is a reliable date that I can in fact believe, and the delivery of my barstools. I also want to confirm that SOMEONE at corporate who cares, in fact knows about this.

Business Response:

Spoke with customer, 3 stools shipped 10/10, remaining stools shipped 10/27.  Customer received one then the remaining two delivered on 10/30, we were on the phone when UPS showed for final delivery.  I asked the customer to call me with any issues, left a message 11/3 to confirm his satisfaction with the quality, advised closing issue since stools have shipped.

Thanks,

****** *******

Customer Relations Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Frontgate offered during the first delay to refund a $90 shipping charge, and to date, only $30 has been refunded. I finally have the stools, and am not looking forward to another conversation with Frontgate. At this point it's simply not worth it anymore. There seems to be NOTHING this company can do right, all the way, even on the second, third, fourt, or twelveth time. Amazing how they are in business!

Regards,

****** ******

Business Response:

Sent customer email informing I have submitted additional credit he was not awarded.

Mr. *******

 

I received your dispute with the Better Business Bureau and I sincerely apologize your full credit was not issued.  I have escalated this request to be expedited for the additional credit of $60.00.  You should be able to verify the credit with your credit card company by Friday, 11/29 or Monday 12/1.

 

I do apologize this was not processed correctly the first time and for the inconvenience this has caused you.  If you have any questions, please feel free to contact me.

 

Thank you,

****** *******

Customer Relations Manager

****** ************ **** ************ ****** **********************  

 

 

12/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the ***** and ******* Interactive Marble Busts, Wilting Black Roses, and Swinging Bat from Grandin Road. When I received the items, the ***** and ******* Interactive Marble Busts heads were stuck to the Styrofoam in the package by glue. The biggest problem was that they didn’t work at all. Nothing! No movement, no sound, no nothing. The Wilting Black Roses didn't animate, the sound worked but the roses didn't wilt. The Swinging Bat worked. So I kept the Swinging Bat and I returned the Wilting Black Roses for a refund and the ***** and ******* Interactive Marble Busts for an exchange. I returned the items on 09-20/2014 and I finally got my refund on the 12th of October for the Wilting Black Roses. That is twenty-two days after I returned the item. When I received the exchanged or second set of ***** and ******* Interactive Marble Busts, they to had the heads were stuck to the Styrofoam in the package by some gluey substance and they didn't work as well. So I returned the ***** and ******* Interactive Marble Busts at the store in **** ******* on October the 2nd 2014 and I noticed their were two tables full of the Interactive Marble Busts that were defective. The saleslady said that they have had a lot of returns on the Interactive Busts and for some reason they didn't work this year but they did last year. I had to contact ****** to do an investigation on why I wasn't getting my refund from Frontgate, Grandin Road. I contacted Frontgate and email customer service several times on trying to get my refund. The agents working with me on the credit card investigation emailed me and said according to Frontgates policy, they have fifteen days to refund your money. Frontgate violated their policy by refunding my first return 22 days after the return. ****** refunded my money on the ***** and ******* Interactive Marble Busts on the 20th of October making it 18 days after I returned the product. On my ****** account the refund didn't come from Frontgate it came from the chargeback agents. In the email they wrote me, "We've initiated a dispute with FRONTGATE and will issue a temporary credit in the amount of $***.** back to your ****** account. You should see the temporary credit within 1-2 business days." I emailed Frontgates customer service telling them I was going to report them to the Attorney Generals office for knowingly selling defective products. Since then, Grandin Road removed the ***** and ******* Interactive Marble Busts from their website.

Desired Settlement: The business has the responsibility to be honest with their customers and not lie or give false promises. I returned an item, I purchased from ****** Halloween and the manager said I should see a credit in twenty-four hours and he was right, I received the credit with no problems in twenty-four hours. I expect nothing less from Grandin Road. I was expecting that money back to use for other Halloween products that work from other stores. I am very disappointed in their lack of commitment to their policy and procedures, and the lack of consideration toward their customers.

Business Response:

On 11/7 sent customer email to confirm credits were processed.  11/21 sent customer follow-up email, credits will not process due to dispute with credit card company.  Sent the below email.  Unfortunately, I am unable to bring resolution without action from customer.

** ******

 

I am following up on the status of your credit.  We tried to process the below credits but due to the dispute you have on the charge on your credit card the credit will not process.  If you would please remove the dispute with your credit card company and let me know once this is completed, we will be able to process your credits.

 

Please feel free to contact me with any questions.

 

Thank you,

****** *******

 

From: ****** ******* ***** ******* ******** *** **** **** ** *** ************************************** ******** ********* *****

 

** ******

 

I was not able to reach you by phone but I definitely wanted to connect with you regarding your Better Business Bureau complaint regarding Grandinroad order ********.  I do sincerely apologize for all the inconvenience you have experienced with your Halloween purchases.  In reviewing your order as well as charges and credits, below is what I was able to confirm occurred.

 

Date

Charge/Credit

Amount

9/21/14

Charge

$235.92 (total for order)

10/10/14

Credit

$40.31 (Roses)

10/22/14

Credit

$137.71 (Busts)

 

Can I please ask that you confirm with your credit card company that the credits were received?  I appreciate in advance your time and patience in confirming these are completed.

 

Please do not hesitate to contact me with any questions or concerns.

 

Thank you,

****** *******

Customer Relations Manager

****** ************

**** ************ ****** **********************

 

 

11/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received their catalog within plastic shrink-wrap with an "exclusive offer" letter because we had just moved to a new home. The package contained a cover letter offering me 15% of my next purchase through 12/5/2014. The catalog offered free shipping. Frontgate refuses to offer 15% off stating the Frontgate Signature item is the same as an "Experience Frontgate" item (although this information stating they are interchangeable terms) is not stated on their promo exclusion summary nor elsewhere in the catalog nor online. I asked for free shipping. The customer service representative was going to give me this, but when she attempted to apply the free shipping, the computer system would not allow her to do so and further the price would be $299 each. Oddly enough, if I go online right now, I can order the stools without any promo code for $199 each, but I have to pay shipping although the catalog I received a week ago (dated September) states "Free Shipping" and $199 for the stools I wanted. She said the promo code I had received from their company on their letterhead (valid through 12/ 5/2014 per the letter) was not valid for the discounted price advertised in the catalog of $199. I have been a customer of Frontgate for years, and I have never had a problem until now. Of the four people I spoke to at Frontgate, not a single one had any knowledge of this "welcome to your new promo" although I was able to furnish an ID number and GRD number from the Frontgate cover letter.

Desired Settlement: I want Frontgate to honor the catalog and cover letter advertisement which they shipped to my home last week (10/29/2014). I want to order three stools (item #37512 - 30" tall vintage white) for $199 each (per catalog price) and receive the free shipping stated in the catalog. It is my understanding the promo on the catalog expired in September; however, they extended the promotion for "valued Frontgate customers." per their cover letter until 12/05/14.

Business Response:

A member of my team spoke with customer and reviewed offer codes.  Confirmed price for the barstools and customer placed an order and honored free shipping.

Thanks,

****** *******

Customer Relations Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

Regards,

****** *******

10/23/2014 Advertising/Sales Issues
8/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 7, 2014 I ordered two **** ****** ****** tables from Frontgate. Unfortunately for us, the tables were not delivered and what followed has been nothing but one huge headache, lost work time, major frustration and some of the poorest customer service we have experienced with a retailer who we carefully selected to spend our hard earned money with. We have initiated contact with Frontgate on numerous documented occasions and kept their team abreast of what has taken place. Not one of the five people we spoke with over the last couple of weeks ever returned our call as promised (until this past Friday when we insisted on escalating the matter). Our order still has not been completed, we have lost two full days of work waiting for the delivery and still don't have confirmation that the "missing table" will be here by July 4th. We have given their team way too many chances to rectify this disaster of a sales experience and the best we have been offered is a $100 gift certificate to come back as a customer. We emailed the Customer Service Supervisor since we felt that they would definitely like to know what we have gone through since we placed the order. Below is a breakdown of the events as they unfolded. I don't think you will be shocked to hear that we will not be repeat customers after this. June 7th: Ordered two **** ****** Folding tables via Frontgate.com June 14th: Receive confirmation from Frontgate that tables shipped. Schedule delivery with trucking company to have them delivered on June 18th, Wednesday. June 18th: Request day off from work to stay home and receive tables. At 3pm receive a phone call and voice message informing me that unfortunately driver could not wait at warehouse for my tables and they would not be coming today. Inform trucking representative that I need them for my daughter's party on Saturday, 21st and am told that is not possible because they are booking 5 days out. I end up having to rent tables at last minute for party. June 19th: After speaking with my boss and requesting another day off to receive tables, I Call trucking company and wait 45 minutes on hold to get through to a representative. I confirm Wednesday, June 25th as next attempt to receive tables and am assured they will be here so that I don't have to worry about our July 4th party and renting again. June 23rd: Receive a voice message on my cell phone from trucking company about scheduling a delivery of my order. I call the company back since I'm concerned about them trying to move my rescheduled delivery date and I once again wait for 45 minutes plus for someone to pick up. I am shocked to hear that they have no information in their computer system of our communication from June 19th and they have nothing confirmed for June 25th as my delivery date. I get very upset and let them know what they have already put me through - lost days of work, no tables for my daughters party, hours lost on phone trying to get through to them etc. They assure me tables will be delivered on June 25th as previously arranged. June 25th: I stay home from work again and anxiously await putting this matter to rest. I contact Frontgate in the morning and let a representative by the name of ****** know what the trucking company has done to us over the last week because by now I figured Frontgate should be made aware of their vendors extremely poor performance. She is very kind and calls them for me to confirm that my tables will be on the truck and delivered today as promised. I wait till 2pm and the truck shows up. The gentlemen unload a box that says 1 of 2. When I inquire about the 2nd box they look at me like I have two heads. They call their manager at the warehouse who informs them the 2nd box was accidentally left behind and someone would be in touch asap to reschedule the delivery. I immediately call ****** at Frontgate to let her know what is once again occurring with trucking company but am told she is unavailable to speak with me. I explain the situation to the new Frontgate rep and when I realize I am wasting time retelling the whole saga, I insist on ******s voice mail. At 2pm ET time I leave ****** a detailed message regarding the missing table and requesting a call back asap. Till today, I have yet to receive an acknowledgement from ****** of my voice message. June 26th: I call and speak with another Frontgate representative - ***** *******. I let ***** know that I have yet to hear from the trucking company acknowledging my missing table, much less offering an apology and attempting to reschedule and I have yet to hear back from ****** at Frontgate. ***** can offer no further assistance, so I request to speak with a manager. I get ****** on the phone and after retelling the story all over again, she apologizes and promises to get a hold of the trucking company and get back to me asap with when they can deliver the table. ****** also says she will look into how the company can try and compensate us for the nightmare they have put us through after choosing them as a retailer. June 27th: I realize its almost 5pm on Friday and no one from Frontgate or the trucking company has called me back once again. I am now seriously questioning if I will even have the table for the 4th of July party. At this point, we cant believe how absolutely poor we have been treated by a company we chose to spend our money with. I call Frontgate again and request ******. I am told she is not available - I retell the rep the story and insist on a phone call back from the manager since she never confirmed her communication with the trucking company or where things stand with my delivery. I finally receive a call back from ****** who is very nice on the phone but cannot offer much but to say she left a vm for the trucking company to call me and that Frontgate can offer me a $100 gift card (really? because I want to come back and spend more money so we can continue to be mistreated again after all of this????). She says she would like to send me a new table but cannot because they are now back ordered until September!! I request an email address or to speak with the person in charge of the entire department and am given this email address. At 5pm I receive a voice message from trucking company informing me that they have assigned a missing box number to my case and will call me once they locate it. June 30th: I call the trucking company first thing in the morning and am told they have not heard back from the warehouse and thus cannot confirm where the box is. I apologize for the lengthy email, but as you can understand it has been exhausting and offensive to be treated this way. If you are tired reading the email, imagine how we feel after endless phone calls, holding time, days off of work, zero initiation from the retailer to take some responsibility to remedy the situation, etc. My husband and I both work in sales and if we treated our customers this way we would be out of business. As I sit here writing this I still have no details on my second table, much less a call from your company today to follow up on the matter - but we gave up on that a while ago. At this point, we felt it was necessary to report this to the Better Business Bureau and hope that the right thing will be done to get us our table by this Thursday.

Desired Settlement: we would like our 2nd "missing" and paid for table delivered before 4th of July. Unfortunately we will have to settle for chairs from another company that dont match this set as we not only cant afford to continue to miss work days to wait for undelivered items and hours wasted on the phone chasing down answers, but we refuse to spend money with a company with such little respect for its customers. Never knew that picking up the phone and following up with customers was a thing of the past. Wont be sending Frontgate any more business

Business Response:

Our Customer Relations Director contacted the customer and delivery was scheduled the day following the complaint.  The customer received compensation and delivery of the tables.  The Director worked with the trucking comany management team regarding the gaps in service.

Thanks,

****** *******

Customer Service Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *******

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Frontgate misrepresents the availability of their products. We have placed two orders with Frontgate on February 27, 2014 and April 13, 2014 and have not received any of the merchandise. The February order was for barstools advertised as "quick-ship". The fabric and finish choices were limited but Frontgate lured us in with the promise of fast delivery. The details on this program read: "Frontgate orders for in-stock merchandise are generally delivered within 3-7 business days." Despite these representations, and our reliance on them, we did not receive the merchandise as promised.” We received subsequent assurances that there was an unforeseen delay and promises were made that we would have the product. The first promised date was May 26th. We decided to stick with Frontgate and take them at their word. Instead, we were then told that the product would arrive on June 2nd. That date came and went and we were told that the product will be here July 7th. This week we received an email advising that the stools will "ship earlier than expected on June 16th". We took off work to accept the order and called tonight to confirm. We were told that Frontgate had not idea why the email we send and the product we still not even available. Even today, these very stools are misrepresented as available for quick ship when Frontgate knows full well that the product is not even available at all. We have spoken on several occasions to Frontgate staff. Each has promised to look into the matter and call us back They never have. Once, we were promised a direct call from the manufacturer. It never came. During one phone call in April, we pointed out that the website indicates that the custom stools would be delivered in May, as compared to the July date promised on our Quickship stools. So, at Frontgate's suggestion, we order yet more stools of a different fabric in hopes of having them as promised. Instead of the delivery date promised when ordered, we were later advised of delays to May 27, then June 10 and now August 10th. Frontgate is well aware that these products are not available. Yet, it misrepresents them as not only in stock, but available for Quick Ship this very day. This is a blatant and knowing misrepresentation.

Desired Settlement: It is impossible to correct the tremendous inconvenience caused to date. We have decorated our kitchen specifically with these chairs in mind. We have missed other opportunities for other products because of Frontgate's many promises. We would like the chairs delivered immediately.

Business Response:

I have reached out to the customer regarding the unusual delays in shipping his order and explained that there have been several concerns/issues that have driven the delays on the stool he ordered.  I have shared the specifics of the delays with Mr. ***** and have provided him with a new tentative shipping date.  After providing the updated shipping information, I offered Mr. ***** a discounted price for the stools ordered should he wish to keep the order with the new ship date, and indicated that I would work with him should he wish to choose different stools.  Mr. ***** was going to discuss our conversation with his wife to see if they wanted to continue to wait and accept the discounted price offered on the stools ordered, or choose different stools.  I left Mr. ***** a message today letting him know that I was responding to his complaint and again left my contact information.  I will stay in contact with Mr. ***** regarding his choice of stools.

Thank you,

****** *******

Customer Service Manager

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I ordered this item from Amazon.com - ****** i10s (NEW Luxurious Black) Tiny Bluetooth iPod Transmitter for iPod/iPhone/iPad/iTouch with true ***** authentication last week and I received a voice mail the next day from telephone number ###-###-#### someone claiming to be from "FrontGate" magazine requesting that I call them back to confirm some information. The person stated that I would need to do this or my order would not be processed and to call them at ###-###-####. The person provided an order number that did not match the same order number from Amazon so I did not think that this was normal so I sent an E-mail to the seller at amazon.com and amazon.com to confirm if this was a standard process. The seller advised me to contact Amazon directly since the product was shipped from one of their warehouses. I contacted Amazon.com and they verified that the phone call was not from them and not to call the phone number that I was provided for my protection. Today, I received a letter from "Frontgate" claiming that my order could not be processed since I did not call them back and provided a number to contact them at 1*********0. I did receive my order so I know that this was not accurate at all. I'm not sure if this person or company is actually from "Frontgate" magazine since I looked at their website, which does seem to be a company, and the numbers that were provided to me do not match the same customer service phone number for them. The product that I ordered is not a product that they carry so I am concerned that this may be some kind of scam to get personal information from people who may not know better.

Desired Settlement: I would like someone to look into this possible scam that may be occurring to prevent this person or company from receiving personal information from people that may subject them to future scams or identity theft.

Business Response:

Left messages for customer and sent the attached email.  Left message today as well that I am closing issue.  An order was placed in customer's name on 5/23 and subsequently cancelled on the same day.  The credit card was not charged but was authorized.  Frontgate attempted to contact customer to verify additonal information du to the billing and shipping address did not match, when there was no contact, the order cancelled.  

Thanks,

****** *******

Customer Service Manager

Frontgate

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ***

6/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company sent an item that was not "as it appeared" in their ad so I requested a refund. They called and called and called (and called - get my point?) trying to get the refund correct and also asking if I received more furniture (which I had not which was very bizarre). They eventually got the refund (minus shipping) correct. Well apparently they sent another refund which I didn't see (I have had our accountant check and we did in fact get the second refund) at a later date...MY COMPLAINT IS THIS...This company has my contact information - specifically my cell phone number - as they have contacted me MULTIPLE times over the original refund HOWEVER no one contacted me over this "second refund"!! Instead it was turned over to a COLLECTION AGENCY which is TOTALLY unethical and unacceptable. I have EXCELLENT CREDIT and do not wish to have my name tarnished because of the incompetency of this company!

Desired Settlement: I will be glad to repay this company the overcharge that THEY MADE but I want this matter taken from the credit agency. I can be contacted directly regarding this matter via cell phone as they have contacted me (multiple times) previously. This is totally unacceptable and should not be allowed!! They made these errors and should be held accountable for their inability to run their company!!! They have no right to do this to a consumer!

Business Response: Spoke with customer, she authorized us rebilling for the duplicate credit, she did verify with her accountant that she did indeed receive two credits.  I sent the request to the collection agency to have her removed from collections and to ensure no negative impact to credit report.  Unfortunately, I cannot verify any further information in respect to the customer's credit  privacy.  Left customer message to contact the collection agency at the phone number on the letter.  If she has any issues, to please contact me and I left my contact information.

6/17/2014 Advertising/Sales Issues
6/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 5-22-2014 from Frontgate and was eligible for FREE SHIPPING using my Invitation on the back cover of my catalog. I was remiss and did not include the code and asked that the FREE SHIPPING be honored retroactively. No where is it clarified or clearly stated that the FREE SHIPPING cannot be used with a reduced priced item. I understand that 2 promotional offers cannot be honored on the same order, which is the excuse that Frontgate uses to not honor the clearly advertised FREE SHIPPING. I called on 5-30-14 and the manager kept repeating the same circular argument. I had called a few days earlier and gave the Invitation Code to the phone operator who told that it "would likely be honored." Frontgate uses the argument that 2 promotional offers cannot be used on the same order. My items were marked down 20% and I was told that therefor the shipping promotion could not be honored. Sale items and markdown items are not promotional codes and the catalog clearly states: 'FREE SHIPPING ON EVERYTHING."

Desired Settlement: Refund to my **** ***** card for Shipping $24.00

Business Response:

6/3 called customer, no answer, sent email explaining $24 credit requested on 6/3.  6/9, spoke with customer advised credit processed on 6/3 and should be visible on credit card statement.   Below is email sent on 6/3:

Mrs. ******,

I would like to first apologize for the frustrations you have experienced.  I tried calling you first but unfortunately you were not available.  I checked your order and the request to issue credit for the shipping of $24 was submitted and I expedited the request today.  You should see that credit in approximately 3-5 business days on your credit card account.  Upon reviewing the free shipping promotion on your catalog it does exclude other promotional offers; sale items fall into the other promotional category since the prices are reduced.   I have sent your feedback to our Marketing department to share your frustration.

Please feel free to keep my contact information should you would still like to speak with me and thank you for giving me the opportunity to hopefully regain your trust in Frontgate.

Thank you,

****** *******

Customer Relations Manager

PHONE: ###-###-####

FAX: ###-###-####

EMAIL: **********************

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

 
Frontgate responded courteously and expeditiously and issued the shipping refund. Ms. ******* not only resolved the matter but extended the extra courtesy of calling me. 
 
I will continue to shop at Frontgate. The Frontgate catalog features high-end merchandise supported by outstanding, superior customer service. 

Regards,

********* ******




5/19/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/19/2014 Delivery Issues | Complaint Details Unavailable
5/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had purchased some outdoor furniture from Frontgate on 2/12/2014. I received an email the next day telling me that one of the items, a swivel lounge chair, was no longer available. So, I called the same day to make sure the item was canceled. I was told it was canceled and would not be shipped. Well, they shipped the lounge chair anyway (I guess they had one in-stock somewhere) and charged me for the chair. I was told whenever the delivery truck got to my home to "refuse" the chair and send it back with the delivery guys. Well, that is exactly what I did. It is now 4/22, 2 months later and I still haven't received a credit for the chair. With the same order, they had a "promotion" going on with free shipping (right after I just paid for shipping). I called and asked for a credit since it was within 30 days of purchase and I still hadn't received my items. They told me they would credit $776.90 back to my card. As of today, 4/22, they still haven't credited me back the full amount of the shipping. This has been the worst experience I have ever had with a company. It has been 10 weeks since I ordered items and requested the credits and they STILL HAVEN'T given me the credits...even though they said they would!!! I have called many, many times talking with numerous CS reps and supervisors (and THEIR supervisors) and no one seems to know what is going on. They all say "Yes, you are suppose to receive the credit, but, we don't know why it's not showing on your card". This company has been extremely disrespectful of my time and money. Frontgate had no problem charging my card right away, but, even after all the phone calls and weeks and weeks of time, they still haven't refunded the full amount of money. I will never order from this company again and I will tell everyone I know not to order from them.

Desired Settlement: I would like the FULL AMOUNT that was verbally promised to me 2 months ago to be credited back to my card TODAY!!! I am sick of waiting on this refund and I am sick of calling asking for it. I am expecting over $2,000.00 to be credited back to me. I want the full refund and I want this to be over with!!

Business Response:

On 5/2 I was able to reach the customer and I compiled a reconciliation of her charges and credits.  She was entitled to an additional credit in the amount of $234.46 which was processed on 5/2/14 and should be reflected on her credit card statement by now.  Sent the customer a confirmation email 5/7/14 below.  Customer was appreciative of the explanation of charges and credits.

Mrs. ******,

I appreciate your patience and wanted to follow-up with you to confirm your credit for $234.46 was processed on 5/2/14.  You should be able to see it reflected on your credit card account by now.  Please let me know if you do not see it.

Again, I appreciate your patience and allowing me the opportunity to clarify your charges.  I will reply to the BBB with a resolution now that your credit has been applied.  Please keep my contact information should you ever have the need to contact me.

Thank you,

****** *******

Customer Relations Manager

PHONE: ###-###-####

FAX: ###-###-####

EMAIL: **********************

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ******

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an item from Frontgate on Dec. 30th I decided to return the item to Frontgate!. It was delivered to Frontgate on Feb. 15 or 16th and I haven't be issued a credit on my account as yet! I called and reps give me the run around!

Business Response:

3/13 left message for customer that credit was issued on 3/3 for $328.90.  4/11 left message to confirm she received the credit and left my contact information.

Thanks,

****** *******

Customer Relations Manager

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have submitted a total of 3 request over the past year to be removed from mailing list. by the details below you can clearly see they have received my requests. yet they continue to mail me catalogues and choose to ignore my request. I consider this harressment at this point. No Postal Mail and No Name Sharing Customer Number: ********** Source/Key Code: ******** Sent Your request was retrieved by Frontgate November 20, 2013 Sent You filed a complaint March 27, 2014 Waiting Awaiting response from Frontgate March 27, 2014 We are waiting to receive confirmation from Frontgate. If you received confirmation outside of TrustedID Mail Preference Service, you can forward the email to ****************************

Desired Settlement: I would like them to make a $5000 donation to central parks tree grown to help replace trees that they waste by mailing cataloges to people

Business Response:

The customer requested an email, sent the below email to the customer today 4/11/14:

Ms. ****** ****

I have received your complaint with the Better Business Bureau.  I did find two profiles at your address; one for ***** *** and one for ***** ***.  There was a suppression completed for ***** *** on 3/27 and I have submitted suppression for both names and the address.  There may have been another profile that was suppressed upon our request in November.  I was not able to locate a profile under your name, email address at the address listed in the complaint.  Unfortunately, you may still receive catalogs for the next 90 days for the process to cycle completely and I sincerely apologize for any frustrations this has caused you.

Please keep my contact information and feel free to contact me should the need arise.

Thank you,

****** *******

Customer Relations Manager

PHONE: ###-###-####

FAX: ###-###-####

EMAIL: **********************

 

3/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Every company says "We don't sell" your address and every company does. These people sent me a catalogue, which I did not request, and don't want. I asked them how they got my address, and all she said was, "we don't know." That is a lie. It's there in their system. I told her to remove me from their system, and she told me I had to give her my full name and address, another scam way to get information. I told her that her computer had already assigned me a number, and it was annoying that she was pretending she couldn't "find" me without more information. The people who answer the phones are well trained to dodge questions, but it is unfair for me to have to fight them to get them to leave me alone. This kind of practice discourages buying from any place except a retail store, and they shouldn't talk down to people, pretending they can't help.

Desired Settlement: Take me off of their mailing list, and don't give out my name and address to anyone. The customer service number they gave me is: **********.

Business Response:

On 2/18 upon receiving complaint, suppressed customer from future mailing lists based on name and address. Also on 2/18 I left a voice message for customer that this was done and in order to determine where we obtained her infomation I would need details off the back of the catalog.  Left message on 2/19 and again today 2/26.  Also advised it can take up to 90 days to be effective and she may receive catalogs in the meantime.  Advised closing issue.

Thanks,

****** *******

Customer Relations Manager

2/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: • On November 5, 2013, I placed an order ******** which included Item #*****, a 2’x3’ Bordered Grapevine Wool Rug. In that same order, I also purchased another matching wool area rug and some non-slip rug grips. • On November 15, 2013, I opened the shipments I had received, and realized that I was sent TWO sets of the non-slip rug grips (I had only ordered one set) and had NOT received item #*****, which was the 2’x3’ rug. I then called your customer service department and spoke to **** ******** who was very courteous and helpful. She sent me a *** return label so that I could return the incorrect item (the extra set of rug grips). She informed me she set up the item exchange so that I would receive the appropriate item (the rug) that I had originally ordered and paid for at that point. • On November 23, 2013, I received an e:mail from c***********.com informing me that the expected shipping date for the rug was March 31, 2014, almost 5 months from the day I ordered it. • On December 11, 2013, I was browsing your website looking for a possible replacement rug when I saw the same backordered rug was still being sold on your website with a December shipping date. So I called customer service and spoke to ***** ****** to obtain the status of my order. She said she would send an e:mail to the vendor to obtain the shipping status and that someone would contact me with an update. She also said Frontgate would refund the $69 I had already paid and that I would be charged when the item shipped. • On December 18, 2013, I had not been given an update yet, and I once again noticed that the same backordered rug was still being sold with a December 20 shipping date! So I called your customer service department again. I spoke with a **** who was not helpful and just kept repeating that your company was waiting to hear back from the vendor. I then asked to speak to a supervisor and was connected with Vanessa. Vanessa was very helpful and actually called the vendor to obtain an update. Evidently the March 31, 2014 availability date was accurate. Vanessa said she would relay this information over to Frontgate Corporate so that the information could be accurately given to customers on your website. She also offered to send me a $40 gift certificate which was appreciated. • On December 24, 2013, I saw that the same backordered rug (item #*****) was being sold on your website with a ship date of December 27, 2013!! And on December 28, 2013, the item was showing a ship date of January 1, 2014. So obviously the information keeps getting updated in some manner but is still quite incorrect as the verified shipping date was March 31, 2014. • On January 16, 2014, I got a call from a Frontgate Rep named ****** *******. Mr. ******* informed me that the ship date on my rug was now May 14, 2014. I pointed out to him that the Frontgate website reflected an earlier date. He agreed that was very misleading and promised to get it changed. • It is now January 25, 2014 and your website reflects a ship date of February 8, 2014 even though I was informed it was May 14, 2014. It has been 3 months that Frontgate has continued to sell this rug by misleading customers. • I bought 2 rugs as a set (items #71702 and #*****) and would not have done so if I had known that one of them was back-ordered SEVEN AND A HALF MONTHS. Now I have been stuck with one of them in my kitchen and an old unmatching rug while I wait for the other one to eventually ship. The remaining product is only worth $69 but has created a huge nuisance for me. • I have been a customer of Frontgate for a long time and really do enjoy your products. Your customer service reps have been helpful and have made courteous goodwill offerings. But right now my desired outcome is for your company to accurately reflect the shipping dates of your products on your website. I do suspect that this problem is more widespread than just my one item, and it makes me wonder how many of the products on your website, particularly the rugs, are really available to ship when they say they are. I have noticed that many of the rugs have future ship dates. The ship date for item #***** should say May 14, 2014, which is what I was told.

Desired Settlement: Put accurate information on their website. Ship me my product because I already paid for and have a matching rug in my kitchen.

Business Response:

I spoke with customer and advised the delay is with our vendor and the true estimated ship date for her rug is unfortunately 4/15/14.  This information is now reflected correctly on the website.  I offered the customer to find a rug that compliments her decor to send to use while she waits for her actual rug.  Customer chose a rug that ships 3/5/14 that she will be able to keep even when hers delivers.  I also sent the customer a gift certificate as a thank you for allowing us the opportunity to address and correct the issue.

Thanks,

****** *******

Customer Relations Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Frontgate was very responsive, and handled the situation as well as they could have.  Their representative was very professional and reached out to me several times.  

Regards,

**** *****




1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on November 22,2013 for a red ****** bench. Two weeks later I received the item and opened it up. There was no packaging slip and the bench was the wrong color. I immediately contacted customer service. She told me she would charge me for another bench and send the red one to me immediately and scheduled a pickup for the black one they sent. She told me I would receive a full refund once they received the black bench back. She forgot to give me the RA # so I called back. She told me to write exchange on the return form and list the red bench they would be sending. After I did that I tapped the box up and it was picked up the next day. I waited a week and a half and called customer service on December 17,2013 because I had not received my refund for the first bench and the second one did not arrive. The representative told me he showed a refund for $119.25 when I was suppose to get a full refund for $173.25 for the first bench because it was there error. He also said there was no record of my replacement order showing up. I filled out my return form as an exchange and they still refunded my order without calling me. The refund they posted to my account was only a partial refund. The representative told me he would post the refund for the remaining balance back to my card. He also tried to look up the bench in red and said it wasn't in stock so he couldn't order it. I'm extremely disappointed in the lack of service and numerous failures on this companies part. I have been patient and called them to follow up on the status and they couldn't call me to tell me they were refunding my order instead of exchanging it and they tried to get off by only giving me a partial refund. I love the products they carry and the quality is great. Unfortunately this experience has left me never wanting to do business with again. I believe when your customers are your highest priority you can at least apologize for making an error and keep them up to date on the status and replace the item asap.None of these measures were taken for my order that's why I'm filing this complaint. I hope no one else has to go through this and be treated like their purchase means nothing to the company.

Desired Settlement: Your customer service representatives need training on accurately typing in thorough notes so customers don't have errors happen with their orders. You should update your computer system so the inventory is reflected accurately and your representatives aren't giving out incorrect information. If you can log in on your website and purchase an item then customer service should be able to order it. I would like the remaining balance from my order refunded to my card.

Business Response:

Did not speak with customer, but left messages with information.  The additional credit of $53.95 was processed on 12/18/14.  I left message for customer on 12/18, 12/19 and again today.  Advised if there was anything additional I can help her with to please contact me and left my contact information.

 

Thanks,

****** *******

Customer Relations Manager

Consumer Response:

To whom it may concern,
 
I received ****** ******** call on 12/17/13.  I called her back on 12/18/13 and left a message stating I was calling her back to talk about my complaint and I left my number for her to call me back.  I never heard back from her until today 1/17/14.  I already filed a follow up complaint stating that Mrs. ******* had not called me back and it had been three weeks since I left her a message.  She called me today 1/17/14 convently after I filed my follow complaint; and left a message not even wanting to talk about the complaint but to say she was closing out the complaint with you.  I returned her call 30 minutes later and left her another message asking to speak with her boss because she can't seem to return my phone calls.  After looking at the complaints with this company and there other brands they own. I think she avoids answering her phone.
 
I'm not happy with the complete lack of respect for they're customers and the way they treat them.  I'm not satisfied with the solution because I never spoke with anyone at this company.  I wrote a letter to there board members informing them about this incident because I was so preturbed by the way everyone has treated me.  This was a simple order that has become a nightmare. 
 
Sincerely,
 
******** ********
 
 
 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******** ********




Business Response:

Per Mrs. ********'s request, ******* ******** called her and they spoke today.  ******* arranged to have the customer called back by a Product Specialist to place a replacement order and honor the price or promotion on the original order.  ****, Team Lead, contacted Mrs. ******** this evening and placed the order, #X******* to be delivered to him for inspection prior to shipping to customer.

Thanks,

****** *******

Customer Relations Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

******** ********




1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a Christmas tree from Frontgate in December 2011. The tree is very beautiful, but definitely heavier and more cumbersome to store than the advertising explained. After two years the bottom portion of the tree (the point where the stand screws hold the tree trunk) crumpled. It is clearly poor design for the weight of the tree. My wife and I contact Frontgate. We were told it is not a manufacturing/design defect and we were not under warrant. Frontgate offered to give us a 25% credit on a future purchase, then increased this to 50%. Based on the poor design of the tree, a discount for future purchase from Frontgate is not acceptable. A $995 should last more than 2 years.

Desired Settlement: I want a replacement section (preferably with more support) or a full refund for a poorly designed product.

Business Response:

Cuistomer and I have had trouble connecting via phone, we have communicated some via email.  Below is our latest email chain that I have no response to as of yet.  I did leave customer a voicemail that in order to honor a discount on a tree I do need to know what tree he is interested in purchasing and that I am closing the BBB issue as I cannot move forward.

From: ****** *******
Sent: Monday, December 23, 2013 6:21 PM
To: *** *****'
Cc: ****** ********
Subject: RE: FW: Frontgate order ********

Mr. *****,

The lifetime warranty is on tree purchases made this year and unfortunately your purchase does not fall under the lifetime warranty.  I can still offer you 20% off the price of another tree, and if the prices are in a similar range see what options we have to price match but would need to know which trees you are interested in.  You also questioned about your comment on our website, we have a 3rd party that does the initial monitoring of comments and we post both positive and negative comments.  If your comment was only about the product it may be posted, but if it is directed towards service it may not be posted since that forum is related to product comments.  I can do some research to find your comment to determine why it may not have been posted.

I will be out of the office until Thursday, so if in the mean time you would like to see which tree you may be interested in, we can hopefully discuss options on Thursday.  If there is a best time to reach you, please let me know.

I look forward to speaking with you.

Thank you,

****** *******

Customer Service Manager

Phone:   ************

Fax:   ************

Email: **********************

From: ** ***** [mailto:**************.com]
Sent: Friday, December 20, 2013 9:36 AM
To: ****** *******
Cc: ****** ********
Subject: Re: FW: Frontgate order ********

****** and ****** -

I noticed there is a lifetime warranty on the website for the tree we purchased related to "foliage, frame and tips". I am not sure if this warranty was in place when we purchased our tree, but if it was then I would expect our tree to be fully covered since the frame only lasted two years. I would prefer a replacement of the base section of the tree since ours was clearly manufactured poorly since it nearly snapped in half.

Also, I posted a comment about the tree on your website more than a week ago and it has not been posted. Do you choose which ratings to post to inflate your customer ratings?

Best regards, ** *****

On Thu, Dec 19, 2013 at 10:54 PM, ****** ******* <*******************> wrote:

Mr. *****,

 

I apologize that we keep missing each other via phone messages.  I will be out of the office on Friday, 12/20 returning on Monday 12/23, so I will have my Team Lead ****** ******** try to reach you to discuss the offer I left on your voicemail, I also have him on copy, just in case email may be easier.  The offer I left was 20% off a replacement tree and if not the same tree due to availability, we can consider matching price if the trees are in a similar range.

 

Thank you and I am sure Norman will do his very best to assist you.

 

Thank you,

****** *******

Customer Service Manager

Phone:   ###-###-####

Fax:   ###-###-####

Email: *******************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We have exchanged several voice mails, but unfortunately most calls are returned by Frontgate late in evening (8:00 EST or later). I hope to schedule a call with the supervisor this week to bring this matter to a close.


Regards,

***** *****




Business Response:

Spoke with customer on 1/9/14.  Once the tree is returned, we are issuing a gift certificate to apply to a replacement tree at the beginning of our holiday season in late September or early October.  Trucking company should be contacting him today or tomorrow to schedule the pick up on his cell phone.  In our discussion customer was pleased with resolution.

 

Thanks

****** *******

Customer Relations Manager

1/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on-line and believed the claims that "Shipping to Canada" was a service that could be provided. I ordered a Christmas gift and it was promised to be delivered around December 25. I paid in advance for the item, shipping fees and Canadian duty fees. On December 27, 2013 I called to inquire about the whereabouts of my package and was told in a dismissive tone, "Oh, your package was returned to us on December 18th." There was no explanation, no notice, no offer to fix the situation. Instead, I was told that I could place the order AGAIN, if I wanted my item. Since I had already promised it as a Christmas gift, I had little choice. In the following days, I received numerous emails about additional charges and fees and was asked for my credit card information again!!!!! During all of this time, I still had no explanation or offer in compromise as to the details of the original order and my package that I reordered and paid for again was STILL not on the way. I have contacted this company via phone, Facebook and emailed them directly. I have received no qualitative response on any front. The lack of respect for follow-through on sending a Christmas gift is a violation of the basic agreement of trust between me and this company. I have held up my end of the bargain by paying in advance and following through on my item. I have ordered it a second time, only to be hassled by endless additional requests for payments and "shipping quotes".

Desired Settlement: I want this company to; apologize for the ongoing delay of this Christmas gift, I want it delivered via an expedited service today or tomorrow, I want a refund of all of the monies I have paid and I want an explanation as to why a Christmas gift was "returned to this company on December 18" and why no one thought to get in contact with me with a plan of action to repair a failed attempt to fulfill my order.

Business Response:

Spoke with customer, he was working with a member of my team.  This issue is now resolved.  The clock was delivered 1/4/14, the customer was charged twice and both charges have been conrfirmed credited.  Customer is happy with resolution.

 

Thanks,

****** *******

Customer Relations Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

 
The Frontgate team was very responsive and went above and beyond my expectations to correct the original problem and the customer service snafu that I experienced after I first reported the problem.  I received personal attention from *** and ******* via email, phone and ******** postings.
 
I am very satisfied and will continue to be a Frontgate customer.

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** *****




1/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the 61687 / 9ft ***** *** **** Tree on 12/2/13 for $479.40 plus $149 for delivery by truck. It arrived 12/9 and was defective-the top was crooked. I immediately called eventually and spoke with John. It took forever to get someone on the phone, and then he had to speak with "higher ups". I sent an email picture of the tree, and on 12/11 they agreed to send a replacement. They said that *** would pick up the defective tree and that I had no liability for it=I told them it was outside, in front of the garage and we were expecting a snow storm on the 14th. *** refused to pick up the tree (too heavy). I called Grandin Road back again and they said they would send a truck but I had no liability. Well, it snowed and they still haven't picked up the first tree. Meanwhile they sent the second tree from a sister company, Frontgate, and charged my credit card another $479.40. Today, I received the second tree, and it is obviously used and returned-it's filthy, broken and completely unacceptable. I called again and am waiting for another callback from someone. This company has treated me like the garbage they delivered, charged my credit card $1,107.08, AND I HAVE NO CHRISTMAS TREE.

Desired Settlement: I want an immediate credit to my ************ for $1,107.08, a letter of apology from the Owner of the Grandin Road, and I want the disgusting filth they left me with picked up tomorrow. And I never want to hear from them again. Please publish this complaint.

Business Response:

Spoke with customer, arranged for pick up of tree, originally customer was not refunded for shipping costs, but those have been credited as of today.  Left customer a voicemail indicating full credit has been issued on both of her orders.  Issued customer gift certificate for all her frustrations.

 

Thanks,

****** *******

Customer Service Manager

12/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The ****** barstool chairs in gray or black are described as "quick delivery". I was to get them on Nov. 18th. I ordered them in early October. I received an email last week informing me that I could expect them in January 2014. I do not think 3 months is "quick"

Desired Settlement: Remove the "quick delivery" or define "quick delivery".

Business Response:

Customer ordered stools that are offered as Quick ship and Custom, she selected the Quick Ship.  Our quick ship program means that we purchase inventory and stock it versus it being custom made.  But our demand for the product was well over anticipated sales and the item went into a backordered status.  In addition we had delays with the vendor due to factory issues.  Customer and I have been calling back and forth and I am in the process of trying to find alternate stools for customer.  This matter is not closed yet, but still in process.  I left message for customer today to review the website for something that may work for her. 

Thanks,

****** *******

Customer Service Manager

Business Response:

12/19:  This can now be closed.  Due to the issues and delays with the intended stool, we have shipped the customer 2 alternate stools to use while she is waiting for her intended purchase, these should arrive to the customer per the tracking information Friday 12/20 by end of day.  Customer is pleased with having an alternate that fits her decor while waiting.

 

Please let me know if you need any additional information from me.

12/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unable to request removal from catalog mailing list. Website does not allow request to be made without an order number.

Desired Settlement: Frontgate has an obligation to allow people to contact them without an order number, so that people can request removal from mailing lists. I would like for Frontgate to please REMOVE me from their catalog mailing list.

Business Response:

Contacted customer and notified that we have removed them from all mailing lists based on name, address and email address.  Since we do preprint our catalogs, it may take up to 90 days to stop receiving mailings.  Customer seemed appreciative of the phone call.

 

Thanks,

****** *******

Customer Service Manager

12/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed order ******** at Frontage.com November 27. Upon receiving my order email confirmation Thanksgiving weekend, I was given an expected ship date for item ******* **** MIRROR of 12/27/13. As I needed this item for Christmas, I could not wait for it to ship for an entire month. I immediately called Frontgate and spoke to ******** ******, who told me that she would have to contact the "vendor" to process the cancellation. Frontgate is the vendor, so this made no sense, and I told her that. She said that I would have an email confirmation of the cancellation in 24-48 hours. I did not receive that email. I emailed Frontgate asking for cancellation confirmation again on December 3 and got no response. I emailed yet again on December 6 and let them know that if I did not get a response confirming cancellation within 3 business days I would file a complaint with the BBB. I received no response. On December 11, Frontgate charged my debit card for $578.66. I have contacted my bank regarding a chargeback. This order should have been cancelled weeks ago when I first contacted Frontgate. It is not even due to ship until December 27, and now they have charged my debit card for an item I have not authorized. I am getting no response from customer service whatsoever.

Desired Settlement: My debit card should be refunded $578.66 and Frontgate should confirm that they will NOT be shipping this item on December 27. An apology for the atrocious service and huge waste of my time would be nice as well.

Business Response:

Spoke to customer today, she had already spoke to someone else from customer service today and advised the credit was processed.  I apologized for the experience as this is not what she should expect from Frontgate.  I issued her a gift card for all her frustrations.  Customer was satisfied with the resolution that the credit was processed and she should see in a few days.

 

Thanks,

****** *******

Customer Service Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

******* *** ******





Customer Review(s)

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Customer Reviews Summary

25 Customer Reviews on Frontgate Catalog
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