Frontgate
Reviews and Complaints
Shipping charges a rip-off
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.
Decline in Customer Service
Did not honor a a 250. reward certificate
Frontgate is the worst customer service
Frontgate customer service is terrible
Frontgate offers no customer service
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 :)!!!
Frontgate bad customer service. Lost money on purchases
Poor quality Frontgate stackable chairs
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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!