Anonymous
map-marker Austin, Texas

What was advertised is not what I got and shipping policies

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Ordered a cushion from this company. Not knowing anything about cushions, I selected one that was not deep seated, but the picture they had on their site was deep seated. Returned cushion and was charged 14.96 for the return shipping and they also took another 14.96 for shipping it to me. Total 26.95 and I just got my *** stiffed. Horrible company. I unsubscribed and I will never use them again. Crooks at best!!!!!! This is why I always hesitate to buy online. You just never know what your going to get and shipping is just outrageous.
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Loss:
$27
Reason of review:
Pricing issue

Preferred solution: Full refund

Anonymous
map-marker Cincinnati, Ohio

Do not buy anything from frontgate

my wife works at cornerstone brands in west chester ohio, that is where frontgate items come from. she has a paper on what frontgate pays and what they charge customers, some of the items they are making 200-300 percent interest, go to amazon they have the same items for less money and they treat the employees like ***, my wife has been working as team lead for over 5 years and only makes 10.76 per hour!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

all returns get put right back on the shelves to be shipped to the next person,thats why stuff looks used and dirty!!! they do not inspect returns

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Reason of review:
Not as described/ advertised
1 comment
Guest

Thanks for the info. I bought a teak basket from them for $150.

It looked like it had been used for years. It was discolored, stained, broken and glued back together.

Even the packing tape on the box was brittle and peeling off like it was decades old. I returned it and got a full refund but they never posted my negative review.

Anonymous
map-marker West Bloomfield Township, Michigan

Frontgate Rip Off! Cancelled items 3 times, still showed up, still charged. Each time they assured me items were cancelled

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Ordered three items, cancelled two within 24 hours. I was assured the items were cancelled no problem. Then one item showed up, I called, I said I will keep the $23 item because I didn't want the hassle of returning, but wanted to be sure that the $300 item was cancelled... "Oh yah, it has been cancelled, it wont ship & you wont be charged". One week later, $300 item shows up & I am charged! They said I will get a refund whenever they pick it up... it's huge. One week later, It's still here & my account is still ($300). No recourse! I urge you to avoid this company.
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Loss:
$300
Cons:
  • Frontgate
Reason of review:
Poor customer service
Anonymous

ITEMS NOT AS DESCRIBED. THEY DO NOT REFUND

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Do not order from frontgate.com Its not worth the risk. The items are not as described, and when you return it they take about 40% restocking fee against the credit they issue you. When you call customer service the reps just tell you whatever you want to hear. The customer service people are untrained minimum wage people who don't care about their jobs. Or else they are trained to lie to you. Either way, don't expect to get what they tell you. I should have known not to order from them after reading other horrible reviews. Don't make the same mistake I did. Just pass on frontgate.com and order somewhere else like amazon who will take care of you if you don't get what you expect.
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Roseville, California

Yeeks think not when ordering from this company.

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They get some exclusive product and have ordered product and its been fine, BUT, ordered some outdoor furniture this summer and different pieces were back ordered and the ship date changed with each new person we talked to. The latest date is 7 months out from my original order, now they want to send us somebody else's returned items, oh and before that they sent us some pieces from another collection since it's kind of close. Charges and credits don't add up either. This isn't even the half of it, of all the frustration we have been through. The people they have in forecasting and inventory planning should be replaced along with many of the so called "Product Specialist" and "Customer Service" people.
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Loss:
$5000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Charlotte, North Carolina

Frontgate made a mistake and left me holding the bag at Christmas!

I have been dealing with an order I made back in July. I had trouble with the delivery, was overcharged on the shipping (which I finally got refunded) and then the cover for the furniture was late. I thought the nightmare on the phone was over in October. Well, Merry Christmas - on December 15th, I was sent a letter notifying me that Frontgate had made a mistake and over-refunded me $195.30 and they will be taking it out of my checking account on 12/24/14. REALLY? I called to ask if they could at least wait until the end of January as I am on a fixed income and they didn’t give me enough notice to raise the money by then as I am stretched at Christmas. Did they help? NO! Even the manager just kept saying she apologized - well, that is just a word - it does not help my pocketbook at Christmas!!!! No more Frontgate for me!!!!!
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Reason of review:
Poor customer service
Anonymous
map-marker Houston, Texas

GETTING THE RUNAROUND REGARDING A CREDIT FOR A RETURNED ITEM

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I ordered an outdoor clock and didn't receive it at the appropriate time. When I called they said they didn't have the order so I ordered it again from the online rep. A few days later I get two separate clocks. I called to let them know and I shipped back the additional clock. I am still waiting for a credit. I called to ask what is taking so long and they said that they received the clock and a credit was issued minus the shipping charges. I said why was the shipping charges not included because I didn't order the additional clock. They told me to call my bank to see where the credit was and the bank told me that there was no credit issued. I called FrontGate back again (this will be the fifth call) and they said that they will check into it. If I do not see a credit on my card within 48 hours, I am having my bank credit back these monies to me and FrontGate will not get paid for a clock that I returned. I have never experienced such bad customer service as with this company. I will never buy another item from them.
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Loss:
$114
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Expired rewards

We have been Frontgate customers for many years and bought a lot of their merchandise. Now we faced our first 'issue' with the company, and want to show the level of customer service they offer. After spending thousands of dollars this year, we received a $750 rewards coupon. Silly me tried using it a day after it expired. No chance! Hardcore! They did not offer any compromise, and I am a high volume customer. My petition to apply a discount for a future order was coldly granted - 15%! I get coupons online every month for more than that. Not anymore. I am out of here. We have options when it comes to resellers.
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Loss:
$750
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

That header should read Frontgate!

Anonymous
map-marker New York, New York

High prices, amazingly poor customer service

Bought outdoor furniture and spent quite a large sum; not only was the delivery not timely, but there is no one to speak to once the order was placed and payed for. One hand doesn't know what the other is doing and then, to complicate matters further, they farm out the delivery of it to add further disconnect. In sum, you will pay top dollar for your product; you will not get it when promised and will have no one to speak to about it, after placing the order. And then, the shipping company will just drop a bunch of boxes in your yard, not open them or set them up, so you don't even know if your order is correct, till after they leave. Ridiculous, overpriced, very very poorly run company.
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Reason of review:
Poor customer service

Preferred solution: I want others to know how awful this company is, so that they don't patronize them. Or, if they do, at least they should know that they are dealing with a sub par poorly run entity.

Anonymous
map-marker Denver, Colorado

Fumbled order from beginning to end...and still goin'

The worst! Do yourself a favor... pay double, but buy from someone else. Short shipped items, damaged merchandise delivered, multiple backorders and deliveries dates, attempts to deliver cancelled products, delivery service NOT showing up on the day promised (not even a call)...can you say total cluster. Literally hours wasted by myself and family members either speaking with FG customer service or waiting for deliveries. Order number is x297****. Oh, and then there is the chair replacement process...."can't just ship one, so when the order shows up, take one and refuse the second one and it will be shipped back us"! REALLY!
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Nashla Mqd

They played bait and switch with free shipping promotion.

I ordered a fire pit and was told ship in 3-7 days but they did not honor my free shipping code - $65 shipping. When I called about free shipping they said they would honor the code, no problem. The following day I received an email that showed the item was backordered until next month. It was interesting to place second order and be told that it would ship in 3-7 days since it was in stock. When I pointed out the inconsistency in ship dates with my original order, it was mysteriously backordered again. I cancelled the order and will never use Frontgate again.
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Anonymous
map-marker Ashburn, Virginia

SENT USED MERCHANDISE

Ordered a hose reel...hardware was new, but the reel was water stained and the mounting burnt, and the casing scratched...good luck to them in getting paid..calling up my Visa now! This is obviously a customer return or what they might call a refurbished item. My money was new, so I expect the same...even the packing in the box looked a little sketchy..the packing was broken up and the box looked like it went through who knows what..probably because it was used before. I had my doubts about ordering from them but the promotional price seemed to be fair...how wrong was I?
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Loss:
$80
Anonymous
map-marker Berlin, New Jersey

OVERPRICED

I found products in this catalog for much less than in other stores. The exact same products , not just cheap lookalikes. Way overpriced. I found chaise loungers and side tables at overstock.com and believe it or not Big Logs. The very same chairs! 700 for the pair at front gate. 280 for the pair at Big Lots. I get good ideas from front gate and buy somewhere else. Their pool floats are extremely expensive , I get the same stuff at any local pool store for half the price as well. Why would anyone pay those kind of prices?
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2 comments
Guest

So, you don't like their prices? Then don't buy there.

Some places are more expensive than others. Get over it.

Guest
reply icon Replying to comment of Guest-815988

Pretty brave of you....Anonymous. I'm quite sure a LOT of consumers are thrilled to read this review.

It's how it's done. Now YOU get over it and go to some Debbie-Downer's chat room to spread that glee and wisdom.

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Montia Vel
map-marker Chicago, Illinois

Order changed without customer intervention

I will never again place an order with this company or refer this site to anybody. I placed an order for "Breville the Barista Express" an Expresso machine and my order confirmation also said the same. But I got an email from them it said that my order is for "Breville the slow cooker". I immediately called the customer service they said that it is some goofy happened on their website and told me that I will receive the Expresso machine that I ordered. After a week I checked my order status on their website and it still said it is slow cooker so I emailed them. Didn't get nay response. Later called them and they said that they cant mail the Expresso machine for the price I paid and have to pay $200 more to get that machine. All this looked like a scam to me. So BE AWARE BEFORE YOU ORDER FROM FRONTGATE.COM...DONT BE FOOLED JUST LIKE IT HAPPENED TO ME.
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Anonymous
map-marker Bakersfield, California

Frontgate November 2013 promotion..Spend $200 and get $100 credit. So I spent the $200 and no credit of $100?? They said oh..you got free shipping so no $100 fo

Frontgate had a November 2013 promotion..spend $200 and get a$100 credit so I searched and found $200 worth of Frontgate goods and have been waiting for my $100 credit..one item was on back order so I figured that was the problem. Wrong! I called and spoke to a customer rep and then her manager who said since I had chosen free shipping then "poof" there goes my $100! So "poof" there goes a long time customer. If a customer relies on the word of Frontgate to honor their promotion instead of finding ways to avoid it, then it will eventually find it's way to the bottomline. If at checkout the screen would have warned me at least, I would have made an informed choice. Well I'm making a good choice now anyway. Bye
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1 comment
Guest

Beware... if they say its "in stock" question them.

I ordered a product on line from Frontgate but could have ordered from two other competing suppliers. They told me it was in stock and it would arrive in 2-3 days but I never received it. Eight days later called them and said it was supposed to ship from supplier directly to me. Called Frontgate at 7:00AM the day it was supposed to ship and said they would check and get back to me.

Called again at COB and they told it it shipped today. I asked them for tracking number and the rep could not give it to me.

Put me on hold for 10 minutes, came back and said they need to check on it said he was sorry and hung up while I was in the middle of asking him a question.

They are grabbing internet business by claiming "stock" but they are then ordering from their supplier and drop shipping it with their catalog inserted in the box.

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