Anonymous
map-marker Fairfield, Montana

What a tacky title! Be ashamed. My representative was cordial but not to aggressive in solving my problem.

Ordered sofa. Sofa arrived. No legs!!!! Asked that the legs be expited ASAP. Was told one week to 10 days for a review. Totally not acceptable. Exactly what do I expect? Have guest arriving. No sofa legs! How hard can this be to fed ex sofa legs??
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Anonymous
map-marker Punta Gorda, Florida

They keep removing my reviews/ just a warning to other customers

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Frontgate - They keep removing my reviews/ just a warning to other customers

1. Ordered the bistro chairs, FG was milking me for over 3 months that my order is delayed and never got to the point to be in stock and delivered...

why do you even sell the product you don't have? Looks like scam to me. I finally got enough of bs and canceled the order.

2. Ordered the KNF Mosaic 36in Rnd Bistro Table PEW Giovella back in 2017...

the table came all covered in soot or whatever that was, I spent 3 hours soaping and hosing this thing down, my hands were black every time I touched it. Also the top is NOT attached to the bottom... I had to use double stick tape to stable it. And my old review DISSAPEARED of their website...

I wonder why? NOW, 3 years later, the legs of this table started peeling the paint off... the table is deep under the roof of my lanai, as protected as it could be for being an outdoor table... how do you explain this?

I paid a prime price for a cheap product! I have other outdoor furniture (not from FG, but from other company) that is over 10 years old and exposed to the sun and rain all the time in Florida and still is in great condition.

3. Tried to post points 1. and 2.

just yesterday at Houzz website and FG website. FG website never gave my review a chance...they are still trying to keep only good fake reviews/ratings on their website. Houzz website is same bs - just got this e-mail: Unfortunately, your review was not published because it did not meet all of our guidelines. We still want to hear from you though!

There are a few common reasons reviews arent accepted. Please check them out and try again.Review wasnt focused on the itemReview mentioned competitors or the price you paidReview contained personal information

I guess it's too much to ask - quality and honesty - for money I paid...

I am really mad that I got played this way by this company.

Will never give them my business and tell everybody I know they shouldn't.

I wouldn't be so pissed off if they treated me better the first time and wouldn't block my reviews, but now it does look like they are selling cheap products for a lot of money and try to cover it. I used to like this website...

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User's recommendation: give business to honest companies

Anonymous
map-marker Glen Mills, Pennsylvania

Spare Part

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Even though I bought a stepladder 10+ years ago, Frontgate was good enough to research it, but unfortunately determinen that no spare parts were available for that item.
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Anonymous

Check on an order

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LikeI've always been very satisfied with Frontgate's customer service. They are very prompt & responsive if I have an order or on rare occasion a problem. They've always taken care to resolve issues and keep me posted about order arrivals.
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User's recommendation: If you see something you want, don't put off ordering too long. Popular items sell out fast.

Virginia F Qih

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Nasty customer service

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Tried to order on line 3 times . Credit card rejected-a valid one-. When I called for help , I was told to call my bank. Card used 6 times today without fail. Never tried to help. Ordered same product 10 minutes later from another company. Will receive product next week. I have ordered from this company before. Never again!
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Cons:
  • Poor personnel

Preferred solution: Apology

1 comment
Guest

Yep

Anonymous
map-marker Naperville, Illinois

Ads covering page

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Ads covering any site visited covering more than necessary area is now insured of no purchases from Front gate. There are many sources to buy from that do not invade privacy!
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Patrick M Ebb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

They STINK

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NO CUSTOMER SERVICE!!!!!!! I SPENT THOUSANDS ON POOL / PATIO ENTERTAINMENT PRODUCTS. THEIR $399 FLOATING RAFTS FAD AND CRACK. WRITTEN LETTERS TO SENIOR MANAGEMENT AND NOT EVER EVEN A PHONE CALL. SPEND YOUR MONEY USING GOOGLE AND BUY DIRECT.
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Loss:
$900
Cons:
  • Calls
  • No product support
  • Returns policy and costs are ridiculous

Preferred solution: Let the company propose a solution

User's recommendation: SHOP GOOGLE AND BUY DIRECT

Anonymous
map-marker Middle Island, New York

High cost of returning an item.

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I returned to gates with the proper shipping label at UPS. I was refunded $333.76 out of the $476.22 purchase price (which included the cost of shipping). It seems unreasonable that It cost me $142.46 to return the two gates. (two packages).
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User's recommendation: I would not shop here. The items are very expensive without the high quality customer service that should accompany an upscale retailer.r.

MICHAEL S Jch

Consistent Very Poor Quality Service

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I have over the years purchased several thousand dollars worth of Frontgate products yet endured extremely poor customer service. No more. Though a slow learner, I finally have succumbed to realization that their top management could not care less about the Frontgate buying experience let alone retaining a repeat customer.
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Cons:
  • Worst shopping experience on internet

Preferred solution: Deliver product or service ordered

User's recommendation: NEVER buy anything from Frontgate.

Anonymous
map-marker Byron, Georgia

Absolute junk

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Poor quality slow shipping and rude service. I will not order from front gate ever again
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Shelley I Ghi

Overpriced poor quality items.

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I have purchased many high dollar items from Frontgate and the items have not withstood the test of time. Their warranty is for 1 year, but all the items have not withstood 18 months. In the case of Christmas items, when you bring it out for the season, you would realize that it has not stood up with time of storage. It disintegrates in your hands. I also purchased some planters and it was under my porch for 6 months and then stored away for another 6 months and in 1 month of being outside it began cracking and the finish flaking. The customer department told me that I had to pressure wash them and then repaint them and the paint will fill in the cracks. Very poor quality items that are priced over the top.
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Rachel Rdx

Lynnette CSR Manager is rude and horrible

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Called to discuss possibly returning 5 pillows which were shipped in 5 boxes all purchased on one order. The first pillow arrived and did not fit and I arranged for a return and I am prepared to pay for 1 return charge. However , I Was never made aware that five pillows would ship in five boxes and if they needed to be returned I would be charged by return shipping fees. This is unacceptable! I was yelled that and spoke into very rudely by your customer service manager Lynnette. The call was recorded And I will be filing a complaint with the Better Business Bureau, consumer affairs, as well as dispute with my credit card company ASAP
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Anonymous

Order outdoor wall clock w temp and humidity. Arrived and did not work

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Allied and they shipped new one right away. Good response and timely
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Reason of review:
Good quality
Featured
Anonymous

Terrible Customer Service

Frontgate poses as a online, high end, high-quality, luxury and unique home goods provider and they do have so very nice and unique items, although the quality of these items often does not match the high prices. The problem is when there is a problem and there seems to always be some sort of a problem, they have just terrible customer service. They use a "next in line" service approach where no single person handles your concern over the duration of your concern or communications with them. I'm not sure they each even know what the other people have previously said in the process of trying to resolve an issue.

My biggest complaint, though, is that they resell items that have been returned to them as though they were brand new. That has happened on 2 separate occasions, the first one for a drone I purchased (which I had no problem returning), and the most recent was for a $1000 turntable that arrived "hand-packed" in a home-made box with very little padding at all. That is no original packing materials or box of any kind and very little supplementary packing material leaving no protection what-so-ever for this fragile item. Of course, it arrived not only damaged, to the clear plastic dust cover, but also missing several key components, like the cartridge and head assembly, (that costs me almost double the offered discount to replace by itself), plus the 45 adapter (milled solid aluminum), 4 washers and the hex tool for adjusting the feet. The thing is, Frontage charged me $160 for shipping & handling for this order, which included other items. You would think that with such high shipping and handling costs, certainly higher than any other online retailer that I know of, you would think they would actually take the time to properly prepare and pack items to protect them for shipping, especially very delicate, high-value items. But that did not happen.

It is also important to note, they do not tell you in advance you are getting a previously sold or "open box" item, but you would think that before they resold these used items, something someone else has already returned for one reason or another, that Frontgate would first completely inventory the item to ensure it is actually complete before shipping them out again to someone else.

So, when I complained about the poor packaging and shipping materials that led to damage and missing items, I was told there were no other items available to exchange this particular item and that my option was to return it for a full refund plus, I was offered $25 towards the cost of a box for me to pack it in. I assume they wanted me to "properly" pack it for its return, (unlike how I received it from them). I pointed out that I did not want to return it if there were no more, I wanted them to replace the missing and damaged items. After insisting, I was offered a 25% additional discount on the price I paid which did barely covered half the cost of buying the missing cartridge & head assembly, much less the other missing and damaged items. I replied with an offer to pay the cost of replacing all the missing items and the damaged dust cover if Frontgate would just acquire or cover the cost of the most important piece, the cartridge & head unit. They said no.

In the end, it costs me more money to purchase this damaged item than if I had ignored the promotion they had going on in the first place.

It is important to remember, this entire situation was 100% Frontgate's fault, it can not be blamed on the shipper, me or anyone else.... Frontgate charged me $160 for shipping and handling and failed to properly prepare, protect and pack my item, leading to these results and then, in reality, refused to accept responsibility for it by not repairing the damaged parts and replacing the other missing items, most importantly the cartridge and head assembly.

How disappointing and frustrating that Frontgate doesn't have the integrity to accept responsibility when they err. Until I decide to post here, I didn't realize how many other people had also had such a bad experience with Frontagte's customer service. Something to keep in mind for the future.

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Reason of review:
Damaged or defective
Featured
Sheri b Aad
map-marker North Augusta, South Carolina

Faulty Christmas Tree Stand

Frontgate - Faulty Christmas Tree Stand

I bought an 8' Christmas tree in 2008. Paid $900 for the tree.

I figured this would last for years because Frontgate items are such high quality. Nope...a piece of the stand broke in 2012, and got it welded. Then this year the stand broke totally off the frame of the tree. I contacted a Frontgate product specialist to be informed that as of 2013, all tree are now warranted for life, but in 2008 they were only warranted for one year.

So "sorry Charley". I guess they got their design flaws worked out during that time.

Go somewhere else to buy a tree. There are many other excellent companies out there.

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Loss:
$800
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

4 comments
Guest

so you bought something that broke 4 years later which you even say they told you that the ones sold in 08 only had a 1year warranty anyways. even if it had been within the 1 year warranty period you would have voided it anyways when you attempted to fix it yourself by welding it.

then 6years after that it broke again? what did you expect them to do just give you another one? maybe they could have sure but you clearly said they told you it only had a 1 year warranty when it was sold in 08 .

and like I said even if it had a longer warranty you would have voided it as you clearly attempted to fix it yourself by welding it. just get off your soap box and buy another one and stop crying please?

Guest

$900 would buy actual trees for 15 years. Of course, my opinion is meaningless because I don't like Christmas in the first place and wouldn't spend $900 if you put my head in a vise and turned the handle to "squish".

Guest

I wish I had $900 to waste on a Christmas tree. Count your blessings, some people can't afford food.

Guest

It did last for years. You've simply outlasted it.

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