"Misleading advertisements, 3 times spoke with Mark Walker - nothing happened"

"Finally got around to placing my first order with Frontgate and I found out what a horror company this is. No response re the out of stock on my order, and an estimated delivery of 60 days when I inquired. I advise to avoid these people as much as possible as no one cares in this company! "

"Frontgate had a sale that ended today 4/18/2016. 25% off site wide plus free shipping. After a very busy day I sat down at 9 pm to place my large order for 1000. Of mechandise. The code would not work. So I call their phone number. The representative said the sale ended at 11:59 EST. I live in PST, but still I had only missed it by 1 minute. The representative refused to give me the sale promo. Frontgate has lost me as a customer forever!!! Their loss because I buy everything online."

"I bought a Palermo outdoor patio set after discovering that Frontgate was one of few furniture retailers that still uses uncompromisingly high-quality materials into their furniture.
In my case, the patio couches were entirely aluminum and high-quality PVC. In other words, there is nothing about this patio set that can degrade or weather, even if I never pack it away for the midwest winter. The items are handwoven and well made while still being comfortable.
I cannot speak much about phone customer service (though it was certainly very good in-store) or online ordering because I picked up my item from the Cincinnati outlet store and I haven't had any issues with it.
With quality like this, Frontgate should be screaming about how their products are made and how they compete with similar products. There are cheaper products out there for sure, but I don't know of any place that offers such good long-term value, once one considers that this set should last a very very long time."

"Received glass-fronted table which arrived cracked. Customer service offered nothing in the way of convenience until I refused to agree to their policy. They told me that in order to receive a refund I would have to repackage the table, load it in the car and take to a UPS location that accepts packages. Aside from table arriving damaged, workmanship was shoddy and materials were low quality all for several hundred dollars. I wish I had read up on FrontGate's reviews prior to placing this order, but after this experience I'll never purchase from them again."

"I have never had a more miserable online shopping and customer service experience. First, we made the mistake of registering for our wedding gifts at frontgate. The wedding registry is a complete farce - they do not keep track of any of the gift cards ordered and apply them to your account so in the event that a card gets stolen or lost in the mail - you and your gifter are out of luck. Second when trying to apply the gift cards to orders when a sale was going on, the website errored and would not allow it and therefore, I missed a free shipping promotion. I tried to get customer service help on that order, but by the time they cleared it up and I could make the order, there was another promotion, but the refused to offer me the free shipping that their mistake had caused me to miss. I was treated with disdain and contempt by each of the customer service reps I spoke with and when I asked for a supervisor, the agent told me she was busy and gave me a fake number. Finally, I placed my order in December and it is now February and I have received only one part of the three part order. All parts were significantly delayed and one part is now lost in a shipper's warehouse somewhere. I also noticed that I was double charged and my gift cards were not used. I am currently fighting the fight to get my card refunded for the erroneous charges and trying to hunt down my last shipment. do not, I REPEAT, do not buy anything from FRONTGATE EVER. They are a horrible company with the absolute worst customer service I have ever experienced."

"Longtime customer. Along with a lot of other high-end bedding, I ordered two pricey pillows in October 2015, Of all the items ordered, these came very late, with no notice from Frontgate. In fact, I had to do all the follow-up. After inquiring several times, they finally arrived in early 2016. But, they shipped covers and inserts separate, the covers in plastic, a pen mark on the back of one pillow, extremely poor packaging and presentation for a pillow at this price point-- literally stuffed in a brown box and shipped. The quality was poor, overall. After multiple service inquiries, I was able to send them back, at my expense, around $50.00, despite one of the pillows being damaged. Instead of an immediate refund of the balance on receipt, they sent me a second set of pillows, this time properly packaged. After informing them of the error, again, they finally issued a refund, less shipping, but I still had their pillows and had to arrange return shipping, delayed by Frontage again. All of this took several months, many errors on Frontgate's part, at my expense. Needless to say, I didn't like the pillows and its unlikely I'll shop here again. Most notable of late is the overwhelmingly bad customer service. Days would pass before response, and always after a second, even third prompting. "

"I bought three plush bathroom rugs with memory foam. After the first wash, I had to get rid of one rug because the backing ripped and the memory foam came off. With the second wash, the memory foam came undone and bundled in the corner. The rug is not usable. Point is don't think you will spend extra money to buy quality at Frontage. Go to target and quality will be the same and less than half the price. "

"I had purchased a retractable hose reel that I loved, but the retractable mechanism ceased to work. After trying a troubleshooting idea from product specialist, I called again and the reel was replaced without further a due. I really appreciated the customer service."

"Ordered a Front-gate EZ Queen air mattress. Sept. of 2014 just inflated it to make sure it was good with family coming to visit. Found that it has a leak. Contacted front-gate and spoke with Nicki. Nicki not only was very helpful but made sure that I would have a replacement mattress next day delivered for me and emailed me directions on how to replace the mattress. Very happy with the service I received!"

"We purchased 5 barstools from them and one broke, but called customer svc and they shipped a replacement immediately and we shipped the broken one back in the same box at no charge. They guarantee all tbeir products for 1 yr and were Very helpful. We've ordered several ot5ber items and have never bad a problem. "

"I order everything online and have never had such a horrible experience with a seemingly reputable company. They screw up, then blame you!! I purchased some very pricey outdoor furniture, which shipped individually. Two large items shipped by freight came without incident. Four Pillows were shipped individually, but frontgate never got those right. None shipped on time, we even received a very large empty box!! They finally got that right, but it has taken 2 months! Finally, they managed to ship a chair to the billing address. I saw it was being shipped to the wrong address, called customer service and they said, oops, we'll get it to you. When they sent me an email saying they had processed my return, I called and asked when I would get it. Guess what, they put it back in stock, credited the card (it was a gift from my dear mother-in-law). They would be happy for me to reorder the chair, but I'll have to wait another 3 months and I'll have to call my mother-in-law and ask her to put it again? The worst thing is that customer service (who I have talked to 7 times) says that I placed the order incorrectly online. But I have emails with customer service telling me that they placed the order. Customer service is first clueless but rapidly descends to hostility. Carla Lloyd, the supervisor there was incredibly rude and insulting. This is an evil horrible company and you should look elsewhere for any of the items they sell."

"Beware. I bought a bathroom rug mostly because of the positive reviews that I read on their website, but the rug was awful for the price I paid and I wrote a negative review to warn other purchasers. Frontgate does not show negative reviews! If I had seen a review like the one I wrote I would have thought twice about purchasing, so since I cannot trust the reviews on their site I will never make another purchase for anything from that company."

"I ordered a dog bed 2 weeks ago. They said it would be 7-10 days because of monograming. I phoned on Sunday, they said it was being packaged and will be shipped on Monday, April 20. I called again today because there was no email confirmation on shipping. Now it won't be shipped until the 24th. It will probably not arrive before the 28th. I will never order from them again. This is poor service and the dog bed is $200. "

"I have had the WORST experience with Frontgate that I have ever had with any merchant ever. I had purchased an outdoor clock as well as an outdoor rug. Each item was shipped and received at different times, although ordered at the same time!? The clock came and was not packaged properly, thus the hands were bent. I sent the clock back for a refund. I still do not have the refund for the clock, even though I have delivery confirmation that they have received the clock AND I received an email from customer service stating they were crediting my account. That was a week ago. The rug came and was not packaged properly; therefore, the ends were soiled on both sides. At their recommendation I sent the rug back for an exchange. I watched tracking of the returned rug. The item was received within 2 days of sending it back. I called customer service to find out when the new rug would be shipped (I didn't want them to run out of stock while I waited for them to decide to ship a new one). Most places will ship a new rug once they know you are returning the damaged rug. NOT FRONTGATE. They want the merchandise back first and THEN when they decide to send you a replacement they will start the process for shipping a new one. In the mean time you wait and wait. Again, I expressed my concern and frustration only to have some guy from customer service call me and state that because it was shy of 5:00pm and they go home at 5:00, that he couldn't ship out the replacement until the following day. He assured me it would ship the following day and that I'd receive the rug the day after shipping. The rug did not even ship out until the day I was told I'd have it. In fact, it didn't turn up until 4 days after the promised date. At that point I did not need the rug and sent it back for a credit. Frontgate has NOT been cooperative at all in refunding me for their damaged merchandise. I've had to put the entire charge in dispute with my credit card company. The only thing I get out of Frontgate is "sorry for the inconvenience, we appreciate your patience". Upon looking at other complaints I find I am not alone in frustration over how they deal with people. Frontgate spends more time on social media monitoring people's feedback than they do resolving their issues. I've had people from Facebook see my comments and contact me to ask how I've been able to get resolution. I told them Facebook removes comments of those who are vociferous and upset. They had similar experiences. If you want quality I would advise Crate and Barrel, Arhaus, Patio & Hearth. I will never shop with Frontgate ever again. They could give me free merchandise and I'd turn it down. Why support a business who treats people's problems in this manner?? I don't need a reply on social media, I need a resolution to where I get my money back. It wouldn't surprise me if this review didn't get posted. After all, what company wants to show the world their disgruntled customers?"