Frontgate
Reviews and Complaints

I ordered a led gift box for my son. It arrived (40 bucks to ship), had no lights! Called and was told the listing is wrong...their mistake. This was an expensive decoration. Instead of immediately sending replacement, my options were, they could charge me AGAIN and replace, or...…..I COULD PACK UP THEIR MISTAKE AND DELIVER TO UPS FOR SHIPPING AT MY EXPENSE. Request an exchange, pay shipping again, and have the bill adjusted! OMG, at this price the replacement should have shipped at once...with free shipping both ways and a huge discount for their scewup. Honestly Walmart has better customer service. So for my money and time, I'm sitting without the gift that I ordered, and no compensation for their screwup. This isn't the first time I've dealt with their horrible customer service.

Frontgate
5566 West Chester Road
West Chester, OH 45069
Toll Free: [protected].9850
Email: [protected]@frontgate.com

I ordered three (3) replacement tips for my riiviva microdermabrasion device, and paid $61.45. My order was delivered faster then expected, however, the tips were "horrible counterfeits" that did not even fit, and are unusable to me. I am writing this review after several attempts to have them correct the problem. My emails have gone totally unanswered! I am very frustrated and disappointed! Order#: W6373901 I will be happy to add to all my reviews that customer service did finally correct.

Thank you,
Kathy Langer
Anchorage, Alaska

Purchased $thousands of dollars on outdoor furniture. After three seasons the wicker webbing is actually deteriorating in my hands. This is summer furniture that is stored away in the fall and brought back out in Summer. 9 months total use and they are literally falling apart. Overpaid because I thought I was getting quality and customer service. They were not helpful at all so I got neither. Now out thousands of dollars. I have bought from them many times before, but never again. Crappy overpriced products and horrible customer service.

Ordered 2 faux fur blankets, they were back ordered but got a notice they would be delivered a week later. A week later, no blankets. Called Frontgate, customer service rep was initially nice and helpful - she said my order had been accidentally cancelled but she would reactivate and expedite shipping. Blankets arrived. AND THEN THE NIGHTMARE STARTED. A week later Frontgate charged my card for two additional blankets. Called Frontgate and got a 'sorry not sorry' response - I could return the blankets to a ups center (the nearest is 20+ min from my house). Called UPS and they said because the package was on the truck they had to deliver unless the originating company called it back. Called Frontgate, they said it was impossible to call back. Called UPS, you get the idea. Two hours of my life later, I leave the package on my front porch as a 'refused shipment'. Disputed the charge with Bank of America (mostly because I was livid with the terrible customer service I recieved from Frontgate). BoA sided with me that Frontgate had inappropriately billed my card for a second set of blankets without my authorization. Here I am thinking this is case closed since charge was overturned and blankets were left out for ups. Well 5 months later... Frontgate is sending my account to collections because they claim they never received the refused blankets and BoA overturned the charges so they never got paid. This is clearly Double Jepoardy. I am being hassled and billed by Frontgate for what is an error on their part. Once upon a time I was a Frontgate fan. Now I would encourage anyone thinking about shopping with them to STAY AWAY. Highly unsavory business practices and terrible customer service. Not sure this company will be around in another 2-5 years if this is how they treat their customers.

3/17: I am a very experienced online shopper. I spend a LOT of money this way.

First, the website is misleading. I was about to order outdoor seat cushions, described as " knife edged":
http://www.frontgate.com/knife-edge-outdoor-chair-cushion/766898

The photo makes it look like they have double-piping. ( I don't know upholstery terms, so I didn't know the difference), but the double piping is significantly more expensive. Bait & Switch. The heading/ item is different than the photo.
Second:

This issue started several days ago. When the website wasn't working ( I couldn't find my item), I attempted to place the order through customer service. The rep kept trying to steer me back to the website, even though neither she nor I could find the info we needed there. I asked for a Supervisor. Cathy was very nice and said she could help me. Then she told me she had technical trouble and would have to call me " right back". I stayed off my business calls, waiting for some time. Only later, after I had waited for her, I saw that she did not call me back, but had emailed me with specific item numbers so that I could place my order... great! All but one of the numbers worked. I started to fill my cart. The last number, though, kept bringing up a picture of dishes. I tried again to find the item on my own, but there was no way to do it.( or I couldn't figure it out, even though I work on a computer all day, every day) I took a screen shot of the problem and emailed her back, asking her to call me. It's 2 hours later and still no response. I just called a different number, hoping to get a Cust Service Director. While on the phone, the page did pop up properly, so I was able to complete the order. I explained to her about the misleading photo/ad ( which had taken a lot of time to discover. Thanks God I caught it or I would have spend thousands on the wrong product) the miserable website experience ( an order that should have taken 10 minutes, ended up taking days), and unhelpful, borderline rude customer service ( not Cathy; she was nice) and the lack of follow up( Cathy leaving me waiting for a return call that never came) .

The manager offered no real apology and certainly nothing by way of a discount. Here I am preparing to buy $4000 worth of merchandise, I've had really frustrating experience, and Front Gate didn't seem concerned at all.

Just for the record, I NEVER take the time to write a complaint note. The only reason I did was because I was so burned up at the end of our call that I told her that unlike her Customer Service person, I was going to... I keep my word!

Extremely disappointed with the service I received today from Frontgate. I placed an order back on 11.28.16 for a christmas tree swivel stand and a christmas tree storage bag... I just received received the items on January 3rd. I sat down this afternoon to put the christmas tree rolling stand together in hopes of packing up my christmas tree in the bag/stand and rolling it across our basement to the storage area. Unfortunately, I was sent a broken screw and incorrect parts to assemble the product. I wasted 45 minutes of my time trying to figure out if I was wrong, the instructions were wrong or the wrong parts were sent. BINGO - wrong parts/broken parts sent.
I called in to customer support and spoke with an unhelpful rep - asked her to forward me to a supervisor and spoke with Jessica T, customer service mgr. She was not helpful and i asked to speak with her manager - she then connected me to Elizabeth B. who was her peer NOT her supervisor. Again, wasting my time - I spent over 30 minutes on the phone being told they could credit me for the product and charge me for a new one and send it expedited service. THIS IS UNACCEPTABLE. I want to put my christmas tree away today! So much for order what I thought would be a premium product at a premium price. The product and service I've received has shown to be a waste of time at a WALMART level.

I am very disappointed with Frontgate service and will not order from them again. Yes, I did receive what I paid for but it took way longer that I expected. When I ordered my item they said it'll take two weeks to deliver it to my address. I needed it as soon as possible.
Two weeks passed and nothing arrived, that moment I felt that something was wrong. I contacted customer service and they said that they had some difficulties with the delivery service and said they need one extra week to deliver. Gave them extra time and nothing. For over two months they gave me nothing but headache and empty promises. They were not able to tell where my order was and when will it arrive. These people are highly unprofessional!
Recently I finally received my order, after almost three months of waiting. Terrible service!

I have made an order and ordered something from Frontgate. I called the company and made my order via phone. I decided to try Frontgate because of their huge discounts. It is written on their website that since it is their 25 Year Anniversary they give a 25% discount and free shipping.
So I placed my order and their rep confirmed that I will get a discount. But when they took my money there was no discount applied, they charged me the full price. And not only that, I was also charged for shipping!
I called customer service and wanted to ask about what was going on but no one picked up! Then I sent them an email asking them to contact me as soon as possible!
I want to cancel my order and get a full refund.

I ordered out door clock from the website www.frontgate.com. The payment was clear and prompt, but after could of days I haven’t received any news from the seller. I called to the customer services and it turned out that they haven’t received my order. WTF? I ordered this clock again through the online agent, but after 7 days I got two separate clocks, and of course I returned one, but these # haven’t returned my money back. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

Grinch at it again…Frontgate catalog arrived stating “SAVE 20% on Everything”…small print “details inside”. I looked for the details to no avail. Went on line to place my order. Entered the “invitation code”. No discount. Tried again…no discount.

Called customer service and was told her catalog “Christmas Magic” did not have the SAVE 20% on Everything on the cover. Asked her if she wanted me to scan the cover and send to her as proof. I asked for her supervisor and she did not pass the call forward. She stated that she would try placing the order, she did and I still did not get the discount. She asked me if I wanted the item and I stated not without the discount.

At that point I was frustrated and was looking for an outlet to rant…hence this posting. I must say I am truly disappointed in Frontgate.

In the Frontgate Online Catalog was listed a stainless garage system of 8 pieces for $599.00. I asked the Representative if all pieces were included and was told that they were. 2 weeks later after one piece was shipped I was told that only 1 item was shipped and it cost $599.00. No apologies no negotiated price nothing but "we will not charge you for return shipping"