"I made my very first purchase from Frontgate and ordered 6 barstools, at a total cost of almost $3,000. The website indicated they only came in 1 color. However, I received 3 of the color I ordered and 3 of a completely different color not even mentioned on the website. UPS picked them up the next day -- each stool having its own UPS shipping label -- and they arrived at the warehouse a few days later (as shown by UPS tracking). They have now been at the warehouse for one week and I still have only received credit for 3 of the 6. I've called multiple times, and customer service won't do anything to expedite the refunding process, despite the fact that they see that the items are in the warehouse. All they do is keep telling me to be patient. I'm truly frustrated and they have destroyed the likelihood of me ordering from them again. "
"in my option they are over price,and its not clear what you order and if the wrong product comes and you have to return it buyer beware .they are over charging on shipments,i returned 2 cushions and paid 99.80 for the return .the pillows were no more then 10 pounds and they werent what i ordered. "
"I placed an order on May 27th for a pool float that was in stock. Today is June 8 and it has yet to ship. When I called they assured me the item was in stock and my order is being “processed”. The summer will be over before I receive the item. What kind of system do you have that takes 13 days and counting to process an order?? Don’t order if you really need item. Order this year for next year delivery."
"I have not installed the item I order YET, however, my experience with customer service has been outstanding. I ordered my item during COVID 19, and to my surprise and delight, someone actually picked up the phone! It was late at night and I was sure that I would get something automated. I was able to order the item I needed immediately and ask for 2 day shipping. My experience took 10 minutes and it provided a huge sense of relief as obtaining my the correct item has been a huge hassle during the pandemic. When my item did not arrive and UPS marked it as delivered, I called right away. They managed the situation on their end and immediately put a replacement item into the mail to be overnighted to me. Luckily, the item was retrieved, I was able to get back in touch with customer and they quickly canceled the order. Everyone I spoke with was lovely and empathetic. I can not say enough nice things about this experience. "
"Way overpriced for what you get. Very poor and confusing customer service. The 2 storefronts only exist as dumping grounds for the company’s Online order returns. The Sales and Design Services are a sham and pointless attempts at looking like a legitimate retail business. None of the employees know what’s going on and the managers are very aloof and could care less. "
"I received an promotional mail piece from Frontgate stating that they were offering "an exclusive offer just for you 25% off sitewide" plus free shipping. I proceeded to order several items and when I checked out they gave me free shipping but not the 25% off. When I called customer service they noted small print stating that I had to check the "exclusions" list on their website and that the items that I happened to order were excluded. I told her that the mailing was extremely misleading the way it was written and requested that they remove me from all future mail."
"Inferior quality. Coating on pineapple started to fade/disappear after a short time and eventually both lanterns looked ugly with most of the coating gone and light grey underneath fully exposed."
"The butterfly is fine, however why would they send you silver screws to mount a bronze butterfly to the wall??? Really dumb. So be prepared to go out and buy bronze screws before you mount it or paint the ends of the screws brown. Rhis review would be a 5 except for the screws. Really Really dumb!
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"We tried the new float and it is less dense and thinner by 1/4”. So you sink and float. I called the customer service line to make my complaint and they said this new model is indeed different and the original is no longer made. Too bad they don’t give the dimensions in the catalogue. Buyer beware, very poor."
"We had to replace the wine bottle opener we received as a gift after there was a minor malfunction. We were expecting only the opener part to be mailed to us. What a present and unexpected surprise when we were sent a full replacement. Thank you so much for your excellent customer service . I will be ordering some other items from your brochure very soon. Mike Conforti "
"I ordered an item online. Needed to return it. Took them 6 weeks to get me a return label and I could not return it to the store. The shipping cost was almost the same price for the rug and i had to pay for shipping both ways. Site navigation is slow and lacks pertinent information when trying to manage account. For such a site that sells such mid to high end products, I would have expected that their online presence reflect more technical maturity and also a higher level of customer service that would reflect seamless third-party relationships. Very disappointed!"
"I purchased 4 pool rafts and 4 round pool noodles 2 years ago. They all peeled, mildewed, deflated (the pool noodles), got sticky and gummy and had to be thrown away for this season. I am terribly disappointed in these products especially considering the price I paid. I will never purchase anything from Frontgate again and would not recommend that anyone else does. "
"This has to be the absolute worst company I’ve ever dealt with! I used a coupon code for free shipping since they charge astronomical fees. After placing my order, the website CLEARLY showed that the I WAS NOT charged for shipping. I checked my bank statement and noticed Frontgate.com charged me $20.00 extra. I called Frontgate’s customer service number and the rep I spoke with told me they will not reimburse me for the shipping charges! Any other business that actually values their customers would refund the shipping, no questions asked. This is the only company I’ve had this issue with. Totally uncalled for and ridiculous. I will NEVER shop with them again and will be sure to let everyone I know to steer clear of them as well. I’m reporting them to the Better Business Bureau ASAP. Frontgate are a bunch of con artists who completely scammed me. "
"I was going to write a detailed review of my problems with a recent order, but having read other reviews, it's just more of the same delivery, quality, and customer service problems. I'll save the trouble and say STAY AWAY, NEVER AGAIN. I was a customer for years, but the company's gone down hill. Another reviewer attributes the change to the founder leaving. That's probably correct. I used to love FrontGate Magazine. So many awesome products. So many new & cool products. Always first class quality and great customer service. Sadly, that's gone. The product is boring and the quality is poor (overpriced made in China junk). Customer service is non existent. I don't know how they stay in business. Bye-Bye Frontgate!"
"Worst customer service and pricing policy. I made a purchase and the next day the items were on sale for significantly less. They would not adjust the price, but wanted me to return the items at my expense with fees and reorder the products at the lower price. Every order I have placed has taken an extremely long time to receive. I will never place an order with Frontgate again. "