"I have never written a review on the web in the past but today's experience compelled me to write one. I was on www.frontgate.com and noticed 40% additional off on holiday decor icon. I clicked on it which took me to the outlet section. The first item was a Virginia Pine Christmas Tree with FlipTree Stand & Storage Bag ". When I clicked on the item to purchase, the 40% discount did not apply. There was no code available on the webpage. When I called their customer service at ***-***-****, the agent insisted that I find the code and that I am not looking in the right place. I requested him to visit the website and locate the code himself if possible. Once he tried, he could not find it either. He then suggested that the offer codes are through email and that I need to locate it in my email. Really??? The frontgate webpage was misleading and the agents are not engaged to assist. I essentially could not take the 40% off the item and decided not to purchase. "
"I pretty much only shop online for everything. I recently made a purchase from FrontGate for the first time. I ordered a dog bed from them at the beginning of October. I was a bit apprehensive because I couldn't see the bed without the dog on it and I wasn't sure if it was the same bed that I saw on a different website for a third of the price so I called in before I ordered to ask some questions. The customer service rep was not able to answer me with the brand but did say that it was made in the USA, which if true would mean it was not the same bed I saw for a third of the price on the other site that I did not want.
I received the dog bed and it was poor quality and did not look the way it did online. I tried to return it to the store & they said I have to get a return label from the vendor and send it back to them. The sales rep says I will be refunded the full amount including shipping.
Fast forward, it's now 3+ weeks since the day they received my return, almost 2 months from start to finish and I STILL HAVE NOT RECEIVED MY REFUND. I called FrontGate to see what the hold up is and the answer is "they haven't received the package yet". Good thing I had the tracking info because once I said that, the rep says hold on and comes back 5 minutes later and says "oh they received it in October. I don't know why you don't have a refund, maybe it'll appear in 7-10 business days". I don't get an apology, I get a MAYBE you'll get your money back in 7-10 days?? Oh and I'll be charged for shipping/getting shipping costs deducted apparently. The service rep was incredibly rude and clearly they have no training of any sort at this company. I guess you only need a heartbeat to work here because they are not running smoothly whatsoever. Worst experience ever! I don't choose to shop online because I enjoy being inconvenienced & having to track down why a company has decided to not refund me until I call them a month or so later. Still no refund or anything. Never, never, NEVER buying anything from FrontGate again. No matter what."
"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. "
"I wanted to write a fantastic review about my purchase from Front Gate. I received my order early and the quality is way beyond my expectations.. I'm a very happy and satisfied customer. I will be shopping with u in the future . Your products are a little pricey ,but you get what you pay for. Thank You!"
"Terrible customer service, they often ship to wrong address, fail to send correct items and when you return incorrect they fail again to send correct items! Promotions often are not honored and use very short east coast based cut off times."
"I ordered two robes online. AFTER purchase was notified one of the items was back ordered and could not be delivered on time. I called customer service spoke with a rep and changed my order to something they had on hand to ship. I also changed and payed over $60 for two day shipping and was told it would certainly arrive
before the 12/24/13. On 12/24/13 I got an email from Frontgate stating my items will not even be shipped until 12/26/13. VERY POOR CUSTOMER SERVICE AND was not told the truth."
"I want to wright positive review on FrontGate.com. People rarely make positive reviews. But my experience with FrontGate has always been just great. Their products are pricy, but whatever I got was always great quality. Their customer service works all the time, no matter how late I call, and they are always very helpful. I didn't have any single issue with any of the products I bought from them, and the service was always flawless. Great company to deal with!"
"Never will I again shop with Fronrgate. During the past two month I have shopped with them twice, and both times it was false statements and shipments. The first I ordered one color and received another, when I called about this they stated that they ran out of the color I ordered. This replacement they did without my knowledge. When the item arrived in a rather large cardboard box which was rain soaked and not reuseable, I had no way of returning the item other than having it boxed professionally which was very costly. Frontgate offered no alternative other than an apology. Very poor customer service. The second time I purchased an item it was "in stock" that was on 1/4/13 a week later received an email apologizing again that the item will not be arriving until 2/11/13, that is over a month later, so I have to assume the item is on its way from China. NEVER again will I do business with Frontgate."
"I recently purchased a rug from frontgate. 1 day later I realized it would be too small so before I ordered the second rug (bigger size) online I called to make sure I would not be charged for the first one.
The lady I spoke with assured me that I had caught it in time before it was shipped and the first and the charge would fall of my bank account since it was still just 'authorizing'. Since I had been assured it was cancelled, I placed the order on the bigger rug and waited.
The very next week, both of the charges had processed in my bank account. I called and the representative said, in fact they did not have enough time to cancel the order so both rugs were on their way to me. She explained the return processed to me and said there was no other way to stop it or refund the charge at that moment.
After receiving the first rug I immediately called Frontgate. They explained the return process to me and I had it sent UPS the next day.
All of this occured end of June. It is now July 25th and I do not have a refund back. Each time I call I get a different answer. One rep assured me that the refund would be received within 2-3 business days because the rug had been received back. I waited the alloted time frame and called back. The next rep told me they hadnt received it and I had to wait until the next week and call back if I hadn't received the refund.
Each time I call I get a snooty representative who gets flustered when I calmly ask my questions that show they are in the wrong. I do not like the attitude nor the incorrect information I get each time I speak to a new representative.
DO NOT do business with them!"
"Worst customer service and return service ever! My parents bought my wife and I robes for Christmas. We called Frontgate and had them walk us through the return process. We specifically told them that we did not want my parents to know we returned the items. The rep assured us a refund check would come to us.
We never got a check in the mail and I found out they returned the money to my parents mastercard. We called and talked to two different reps and their managers and all they said was, "I'm sorry, there's nothing we can do."
Their sorry excuse was that in order to make the refund (only offered in gift cards - which would have been fine) we would have had to set up the return over the phone. The regular return label does not offer that option. I asked the manager about our phone call when the rep helped us fill out the form. The rep knew we wanted it to be a secret and never offered to do it online for us. She even said it would come to us. The manager said the rep made a mistake.
The company admits they made a mistake. I'm out $180 and the worst part is I told my parents we loved the robes. We sent them thank you cards about how they keep us warm on winter mornings.
I asked them how I could make a complaint so that this won't happen to others in the future. She assured me that she would pass my concerns along. I could hear the irritation in her voice.
I regularly buy from many online retailers and have never had such a horrendous experience. Don't shop here!"
"Frontgate furniture quality--specifically the quality of their counter and bar stools--is extremely poor. I purchased the Kristina stools, and after assembling each one, the stools looked pretty good for about 2 months. Soon, the finish began to wear away, and the chairs looked cheap. To Frontgate's credit, they swapped the stools out (I actually had to pay for return postage, which was considerable) for a higher quality "custom" set of stools, the Madeira (similar to the Alexander, and now no longer available). The finish on the stools was as bad as that on the Kristina, but surprisingly, the quality was even worse. The chair/foot supports at the bottom of 2 out of 4 stools have now broken, as a result of normal weight adults sitting in them (on two occasions, a 160 pound woman and a 140 pound soman broke the chairs--embarrassing!). Frontgate says that the chairs are out of warranty, and they will not pay for repair or offer replacement. I am left with 2 broken chairs after only 3 years of light use."
"I love most of what Frontgate has to offer. We purchased a water cooler and zero water filtration system. We have a small family and the filters only last about 2-3 weeks unlike the 1-2 months as stated. The filters are very expensive and when we get to the 2 week period, the water tastes fishy. "
"Agree with above reviewer. Frontgate offers top quality items and stands behind their items no matter what the problem is. Over the years, I've purchased many things from them and all have been great quality and whenever there was a problem, it was taken care of promptly without any cost to me. Very few stores even come close to that kind of customer service anymore. "
"We have placed three orders with Frontgate over the last two years and decided that it is time to write a review.
Our most recent order in August, 2009 is typical of the service that we have received each time. We decided to purchase two personal care items and called Frontgate to get additional information. Their customer service rep answered our questions knowledgeably in a prompt and courteous manner. We then placed an online order that included a Frontgate gift certificate without any hassle. We promptly received a confirming email and then a shipping email one day later with tracking numbers . The items arrived in great shape on the delivery date that was promised.
Two years ago a teak market umbrella that we purchased from Frontgate had a part that failed after 6 months. Frontgate had a new part shipped to us from the manufacturer. Problem solved!
Overall, we have had very good experiences in dealing with Frontgate and would recommend them. "