"I ordered a baseball wallet with a piece of a baseball that was actually played at an MLB game. I ordered it because it said "wallet". When I received said "wallet", it was actually a money clip with a credit card slot in the back. It was NOT a wallet. I called them and told them of the mistake, thinking I received the wrong thing. She told me I had not received the wrong thing and said if I wanted to return it, I would have to pay $8.95. Because I could not use a money clip, I opted to return it. When I received my refund, it was for almost $20 less than what I paid for the item. I called and they would not work with me. I since purchased a watch from them that I never would have done, had I known this would happen. Very disappointed in this return scam."

"This store is a rip off. I ordered a outdoor set mid may 2018. It was supposed to be delivered in a month. A month goes by no delivery, no communication. Hours on customer service, will be delivered in a month. Month goes by and same thing. Hours again of our time. Then finally about three months after our order part of it arrives but one item is wrong. It gets replaced by the wrong item. Then this happens again, it gets replaced by the wrong item. Now 4 months after our 7K order we have no idea when we will get our patio furniture, its end of September and the summer is over. Never ever ever ever, even if your tempted, ever order from here. Why can't I give 0 stars? Look at the reviews, the only 5 star is a 5 negative star review! I am posting this review on every site I possible can, doing my best to make no one ever spends their hard earned money at this website."

"Had ordered furniture for a brand new home, which construction took a little longer than expected. Stored the furniture for 2 months until i moved in. Found the furniture is not of quality that I had expected. I requested return, and they sent me a $3000 certificate instead of crediting my visa. Their certificate is good for one year - in which I did use by the end of the one year. I had called and requested for the shipment to be delayed. They would not allow it, so I had asked if I were to cancel the order, what happens with my certificate. The associate said a new certificate would be issued. I cancelled the order. Only to get an email a few days later that my certificate will not be reissued since it had expired. AFTER the associate told me I would be issued a new certificate if I cancelled. SEE - that is the catch - they steal your money. Instead of crediting my visa, they give you one year on their certificate. AND if you cancel the order they keep your money. SCAMMERS. THIEVES. MANIPULATIVE COMPANY. DO NOT ORDER, SAVE YOUR MONEY. DONT WASTE IT ON THEIR PRODUCTS. SUMMER CLASSICS FURNITURE IS 1 YEAR WARRANTY WITH FRONTGATE. HOWEVER, IF YOU ORDER SUMMER CLASSICS FROM OTHER VENDORS IT COMES WITH A 5 YEAR MFG WARRANTY. Dont be fooled with FRONTGATE. "

"After years of drooling over the beautiful replacement patio chair pads in their catalog, I finally broke down and spent the $1,200+ for six chair pads (top and bottom). I am beyond disappointed! They are almost exactly like the ones I purchased from Home Depot 2 years ago, for a 1/3 of the price. They were packed in boxes which were much too large, most popped open in transit. I entertain often and I wanted something good quality. These are not.

I blame myself for not searching for reviews before purchasing from Frontgate."

"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. "

"$800 bar stools and it took 3 replacements before getting one to arrive without defects. Customer service was horrible about replacements. Told me to keep the final defect rather than hassle with the return, but then ended up sending my name to collections to pay for it. Thought I got everything worked out by getting everything returned, but months later I was still getting collection letters. Finally got it all worked out, but it took way more effort than it should have. The only thing they offered me for all of the hassle was $50 credit on a $1500+ order. Will never order from them again. The beauty of their products is not worth the horrible quality and poor service. To top it off, I wrote a negative review about the product, but don’t see it published. I wonder if they screen their reviews? Shady. "

"I placed an order for the cafe table and chairs on June 19th AND I’M STILLwaiting for them to arrive. I am beyond frustrated!! When I call customer service I cannot get a ship date. I also recently ordered cushions for the chairs and have not received those either.
Will NEVER order from Frontgate again. "

"Lousy customer service. Poor communication. It shouldn't take months."

"I ordered numerous torches and two bases for the torches (among other items) - the only bases that were on their advertisement - they were not for that model so they sent me the wrong bases for the torches . Besides their advertising being misleading, one would think that when sending someone a bunch of torches and 2 bases they should match! I sent them back for the correct bases , but they then insisted on charging me shipping. This is after I bought NUMEROUS items over $1500 in items from them.

I have asked to be removed from their catalog list and will NEVER order from them again. I suggest buying elsewhere as they are arrogant and do not give a hoot about their customers, let alone first time customers like myself. Stupid company."

"3 years I thought their customer service was very poor, but within the last couple years....something changed. New management? I'm not for sure. But when I have had any dealings with them lately, they were very accommodating. Good job!"

"Placed order for a rug on 3/7/2018. Received merchandise on 3/13/2018. They sent the wrong rug - mistakes happen.... filled out their paperwork indicating "Exchange/Replacement." Called Customer Service to let them know I would be returning the rug for the correct one.
Got an email on 3/21/2018 which said that they received the return and were processing it per my instructions.
On 4/3/2018, I sent a follow-up email "where's my rug?" Today, 4/4/2018, I get an email from Customer Service, "oh, we processed a credit on your credit card, you will have to place a new order." I was never notified by them.
Absolutely not the treatment I expected; clearly Frontgate Customer Service has deteriorated and no longer puts the customer first."

"Order porch mat on 1/11 still do not have. When I checked in the first time as I paid extra for 2 day shipping they said oh we are sorry it is in back order and will be there around the 13th. It is now the sixteenth and still nothing. I have emailed the twice with no response whatsoever. They have had my money since I placed the order. I order a lot on line. I will never ever order from this company again. Worst service and experience. "

"The bed was in stock when I ordered and it is now 2.5 months later and I still have a bed with damaged parts.

Delivery took much longer than estimated. Once the delivery company got the items, they were booked out for more than 2 weeks, so my item sat in a warehouse for 3 weeks.

2 Attempts at delivery and each time multiple aspects of the bed was damaged and parts were missing.

The second time they attempted to deliver a replacement, I quickly discovered that it was damaged as well. I ended up mixing and matching parts from both damaged beds and still have damaged areas on my mix and match.

Not only did I have to wait 2.5 months to get a product I can live with, but my house was in disarray after the first shipment, as I ordered the king size bed and it had a large amount of packaging materials that were left all over my house.

They offered in-home delivery, which they confirmed over the phone would cover dismantling of the damaged bed and reassembly of the new bed. Sadly when the delivery company arrived, I was informed that in-home service means they simply bring the new bed in the room of choice and lean all parts up against a wall. The delivery company stood in my room while I was forced to dismantle the damaged bed myself.

Customer service at Frontgate is terrible. Often times you wait for 20+ minutes to get a supervisor on the phone.

I am a long time Restoration Hardware customer and it is clear that they blow Frontgate out of the water in regards to quality of products, customer service, support and delivery experience.

This is the hands-down the last time I will shop at Frontgate"

"My last 4 orders had to be returned.
2, Telescoping ornament keepers 1 had a broken wheel, the other had a broken tray.
Brizard Triple Deck Cigar Ashtray Cherry - magnets came out of the bottom, made like crap.
Crystal 15pc Whiskey Decanter Set - it was used and put in the box.
MIRAGE ACRYLIC CORNER SEAT - the most un sturdy $500 stool money can buy. Good to put your foot on, good luck if you sit on it. "

"I ordered the skeleton mice. They arrived in a timely manner and were everything I hoped they would be. Just adorable. I am ordering more today."