Faiza Bjj
map-marker Madisonville, Louisiana

Shipping charges a rip-off

I ordered $450 worth of phones almost two weeks ago, now taking four days to deliver via the Post Office. $45 to ship 6.5 pounds! Frontgate's shipping charges are a huge ripoff. I would love to know how that $45 is used. I can ship via USPS, two-day priority for $15 including insurance. Why does Frontgate have to also make a 200% profit on shipping? To recap: no inventory stock meaning you have to wait till Frontgate gets the order to ship it (shipping charges), 200% profit on slow delivery via the Post Office, but I know the Post Office can deliver the 6.5 pounds within two days for $15, including insurance.
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Loss:
$30
1 comment
Faiza Bjj

emailed and spoke to Frontgate's customer service department complaining about their shipping costs and their use of the cheapest and slowest form of delivery... their reply: sorry, it is our policy to do it this way. that was my first and last order from Frontgate!

Anonymous
map-marker Jacksonville, North Carolina

Exceptionally POOR customer service TWICE!!!!

On 11/2/2012 placed order for Description Price QTY Total Status9' MAJESTIC GARLAND 79.95 2 159.90 IN STOCKCORDLESS 30IN HOLLY 99.00 1 99.00 IN STOCK& BERRY WREATH6' MAJESTIC GARLAND 59.95 1 59.95 IN STOCK6' CORDLESS MAJESTIC 69.50 2 139.00 11/19/2012FLEX GARLAND

According to the e-mail receipt the items that were identified as in stock on the website were in fact back ordered for two+ weeks. When I called on 11/5/2012 to get an updated status, I was told the item would ship now on 11/29/2012, which is an additional 10-days past the already late delivery date. That the items were back ordered due to "difficulty with the vendor making them". I spent $488.00 with Frontgate (more than they are worth) only to be mislead time and again regarding delivery dates. Items were actually available for shipment on 12/11/2012, and when the items arrived, several were in non-working order. One 6' Majestic Cordless garland was inoperable due to missing spring and battery connector tabs inside the battery box, and the wreath's battery box cover was broken (no longer weather proof at that point.) So, when I called Frontgate for replacement cordless garlands, they were no longer available. So, I rigged the broken garland with some wire so we could enjoy over Christmas. The only good point was that Frontgate sent me a replacement battery box cover for the wreath, as it was identified as a repetitive issue.

After complaining enough times, and threatening to return all items for a complete refund (I had already received my return shipping labels), Frontgate offered me a $100 gift certificate for my troubles if I kept the items. I said make it $250 certificate, and I will accept the concession.

So, fast forward to April 2013, and my wife wants a new outdoor rug for our back porch. The rug she wants is listed as available for shipment May 5th with a 3-5 week delivery timeline. Wife wants if before Memorial Day weekend. I tried, over a two week period from April 7-19th to contact our direct customer service representative provided over our Christmas debacle. Well, for the past two weeks I've sent two e-mails and left three voicemails for this customer service rep for Frontgate (our direct representative because of our previous poor customer service and product qualities). No repsonses. So, I called and elevated to the third level customer service supervisor, who informed me that my representative was out on a medical issue. No effort to have customer concerns forwarded to another rep for support. Just left hanging for two weeks. So, I asked the supervisor to provide some concession due to me having to wait two additional weeks to place my order (losing two weeks of possible delivery time in the process), and she offered 10% discount on rug, but could not help with the shipping, which was $150.00. The only way she could guarantee delivery before Memorial Day was to expedite the shipping, which I would have to pay for ($450.00 expedited shipping charges). The rug only costs $236.00. So, To get a rug that my wife wanted, I would have to shell out nearly double the cost of the rug just for shipping.... Consider my business and money spent elsewhere. Frontgate has had numerous opportunities to make me happy (more my wife than me), but have failed miserable on each occasion. I'm dumbfounded at how they are still in business. The only way I can see them still in business is by charging ridiculous prices for everyday items, and accepting that they will lose a majority of customers due to systemically poor customer service.

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Jaionna Yvt

Decline in Customer Service

After buying from Frontgate for nearly 10 years I have decided their customer service has diminished so much I will not do further business with them again. Had ordered an outdoor decorative rug, was given a "ship" date of 4/26/2013 by over sized shipping. On 5/10 called to see why was not delivered and was told they would have "vendor" email me on status. Never received email and called on 5/13 again. Was told they would look into it. I told "Beth" I wished to just cancel and look for it locally. Next day on my credit card I saw a charge for carpet as of 5/14/2013. So definitely buyer beware! After I called to cancel it was miraculously shipped and I received email notifying item was to be delivered as of Wednesday 5/15/2013. Unfortunately I now have 2 out door carpets as I had found one locally. Customer service was manipulative and unhelpful to say the least.
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Anonymous
map-marker Buffalo, New York

Did not honor a a 250. reward certificate

We purchased quite a few items last year and the promotion for a large purchase was a 250. gift card. We called and asked when it expired and were told 9/2015. So we went to order an item for 89.00 and said all the information was in the computer but it was Saturday and it would not process our order. They called back on Monday and again tried to process it. We received an email thanking us for the order then later said order was cancelled. We called them and all of a sudden they said our 250. was expired last September (2012) No compensation whatsoever. NOT HAPPY CUSTOMER..
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Anonymous
map-marker Clarksburg, West Virginia

Frontgate is the worst customer service

I place three identical orders in a row for each of three sons for fathers day lounge chair from the company "Fathers Day" event catalog. The second two orders got shipped but the first one I ordered was placed on backorder for 45 days after fathers day and company shipping guaranty. When I called up they had plenty of the more expensive chairs of course. The company lost a good customer and I wouldn't be surprised if they go out of business for such sales tactics and hiring such terrible people to answer their phones. They got my last orders for sure and all the people I can talk to about this company.
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Anonymous
map-marker Portsmouth, New Hampshire

Frontgate customer service is terrible

I ordered an outdoor furniture set from Frontgate. They sent part of the order, cancelled the rest "out of stock" without notifying me at all, then two weeks later when I found out, made it very difficult for me to return the partial order. No help, at all, just lots of phony apologies and blaming "the warehouse". They were perfectly happy to leave me with an about one third complete outdoor furniture set. Also happy to send the first third knowing full well that the rest would not be coming. Their attitude "get your own boxes" to return anything. It was shockingly shoddy treatment - buyer beware!
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Korinne Mcp
map-marker San Diego, California

Frontgate offers no customer service

Updated by user Nov 25, 2011

Shortly after posting this complaint about Frontgate and sending emails to Frontgate\'s customer service, I personally received a phone call from an executive at Frontgate. She promised me Friday, November 25th delivery and gave me her phone number.

On Friday, November 25th, at 9am, we received our Christmas tree and the Frontgate executive personally contacted me at 10:30 am to make sure I had received our Christmas tree.

Needless to say, Frontgage does care about their customers, and did everything they could to correct the trucking companies mistakes. Thank you Frontgate for all of your help :)!!!

Original review Nov 23, 2011
I bought a $1300 Christmas tree on Nov. 12th, 2011 from Frontgate. The company guarantees 2 week delivery. I needed the tree to be delivered on or by 11/262011, as we now have 2 kids in college and wanted the tree for the long weekend, so we could decorate the tree as a family. The tree was shipped on 11/16 via JB Hunt Trucking Company. I called JB Hunt and Frontgate 4 times explaining them we need the tree to be delivered. JB Hunt was rude and incompetent. Frontgate told me they would have the shipping department expedite my order and call me back with a status. I never received a phone call back from Frontgate!! JB Hunt called to deliver the tree on Dec 2nd, I told them they can ship the tree back to Frontgate, as a 3 week delivery time is ridiculous. Bottome line, Frontgate did nothing to try and expedite my order, and did nothing to try and keep me as a customer. Frontgate used an incompetent trucking company to save a buck, and in return lost a valuable customer!!!
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khurinisa d
map-marker New York, New York

Frontgate bad customer service. Lost money on purchases

Here is my experience with Frontgate and it customer service. 08/04/2011 In June 2011 Frontgate run promotion for every $100 spend I will get $50. I spend more than $700 dollars and should get $350 credit for future purchases. I was waiting for the gift certificate to arrive, but never received it. I call the customer service in July 29 and got the certificate number over the phone and been told that the deadline is July 31. Unfortunately, it was challenging for me to spend all the money in such short notice. I called back and spoke to customer service to extend the time period. The customer service agreed to extended and they told me that they will issue a new certificate number. On July 31, I called again to confirm that the new number issued and I don't need to worry about expiration date. The customer service assured me that I will receive the new number in a week. On August 4, I called again and remind them about new certificate and been told that I lost $350 credit because it was expired. I was extremely upset and feel mislead by Frontgate customer service. The last customer manager spoke was extremely rude and unhelpful.
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StrBry
map-marker Boulder, Colorado

Poor quality Frontgate stackable chairs

Stackable all-weather wicker chairs (item #18929) purchased May 26, 2007 from Frontgate started cracking and breaking one year after I purchased them. Two of the four chairs have broken, cracked wicker on the front of the seats Four chairs cost $349 and the Frontgate ad say's "In a lab simulation of 3 years of use, wicker chair remained completely unchanged". I contacted Frontgate in August, 2008 and was told that since I purchased the chairs 14 1/2 months ago they are no longer covered (one year warranty). Not the high quality or excellent customer service ("the Frontgate difference" "outfitting America's finest homes") they'd like people to believe.
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2 comments
Guest

Call Frontgate Product Specialist they will offer you new chairs or a gc

Guest

Call Frontgate Product Specialist they will offer you new chairs or a gc

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