ComplaintsforFrontgate Catalog

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Opened a credit card with the company to earn rewards on a large purchase we were making. Earned 3 certificates for future use, $500, $500 and $100. Was unaware and never received any notices that these rewards expired. They expired end Marc, end April and end May with no warnings or reminders the certificates would expire. Would like the certificates reinstated.

  Business response

  06/06/2024

  Called customer to resolve the issue.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order for items that were just shy of $6,000. Received an email stating that the item was on backorder, but the pending charge (which appeared on May 27) would remain on my account until shipped, then it would process. Well on May 31 I received a duplicate charge on my card, and thus had two separate pending transactions for just shy of $12,000. I called my credit card company to inquire and they informed me the merchant had run both transactions and they couldn't reverse unless I filed fraud and disabled cards. informed me the merchant had to remove in order for the funds to be available back to me. I contacted Frontgate and was told they ran the first for approval to see if funds were available, which they were. Then ran a second one when they shipped. The FIRST problem is they never removed the original transaction. The second problem is that the items actually have not shipped, so I was lied to (more than once) as to the process here. So now I have items never shipped, yet $12,000 in pending credit card charges on my account. I have done a LOT of business with companies running approvals for transactions prior to processing, but have NEVER had one charge multiple times like Frontgate has here. This is total FRAUD and should be treated as such.

  Business response

  06/06/2024

  Called customer and left a voice message. Followed up with an email. Verified that the authorization had been reversed on 03JUN24.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Around March 3, 2024, I ordered the ******** ****** **** Bed in Queen size from the Frontgate website. I paid $3504.60 in total, which included delivery to the home (not assembly). A third-party delivery company delivered the item to me on Wednesday, April 10th. The delivery team unpacked all of the items and removed the boxes. The items (headboard, footboard, and rails) were fine, except there were no assembly instructions or hardware to assemble. The delivery crew confirmed there was nothing in the boxes. The crew left, and I contacted Frontgate by phone. The customer service associate was pleasant but stated that the hardware was unnecessary and everything I needed was on the bed. I highly doubted that, as this was a very heavy bed, but I asked for assembly instructions. Per my request, those were emailed to me promptly. However, once I received those, I did, in fact, find that hardware is necessary for assembly (bolts, washers, and pins—there should have been at least 8 included for assembly). Thus, I immediately contacted Frontgate back via phone and was told that "someone should be calling me" about arranging a separate delivery for the necessary hardware. That was six days ago. I have been sleeping on my couch because I cannot assemble this expensive bed. (I had removed my old bed prior to this delivery on the inaccurate assumption that such an expensive item would be properly delivered.) Today, April 16th, almost a week after delivery, I emailed Frontgate to inquire about the status of the hardware. Tina in Customer Service responded that there was no hardware necessary to assemble the bed. I emailed back that hardware was indeed necessary (sending a copy of the assembly directions that I emailed showing bolts, washers, pins, and a wrench that should have been included.) I received no response to that email, although it's been several hours. At this point, I have no idea if the hardware is coming and if this bed can ever be assembled.

  Business response

  04/17/2024

  Working with the customer to get her the missing hardware.

  Customer response

  04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The business has directly reached out to me, and was thoughtful and empathetic with their response. They also provided an expeditious solution, and I'm looking forward to having this resolved. It has been a pleasure working with them on this resolution.

  
  Regards,
  
  ******* ****
  

• Initial Complaint

  03/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  3/30/2024 Please see the attachment letter for an explanation. Thank you. ******* ****** **** *** ***** *********** **** ***** 

  Business response

  04/04/2024

  Working with the customer to get a satisfactory solution.

  Customer response

  04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* * ******
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I purchased this item in May of 2023. The product started to warp and get damaged so I asked for a replacement. Almost a year later and four attempts to replace the product, I would like to be refunded and additionally compensated for the huge inconvenience. With every replacement product, I had to wait weeks and sometimes months for it to be delivered only to find out that the product arrived damaged. The latest delivery was scheduled for today after waiting two months. Frontgate said they were having someone at their facility personally check for damages which was the cause for the delay. Well, today's delivery was the most damaged replacement out of them all and I had to wait two months. Having paid so much for a product only to receive this poor level of service is so unacceptable. And according to the delivery drivers, they estimate 75% of Frontgage products to be damaged and say they have the most problems with this company. It's a shame because the customers end up suffering in the end.

  Business response

  04/08/2024

  Following up with the customer to confirm she is in receipt of the proposed resolve. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/7/2024 I purchased a bed frame, with tax and shipping the bill totaled $2,103.74 Prior to the purchase, I had opened a Frontgate credit card as it provided a $50 bonus for new card members and $25.00 gift for every $250.00 spent on 'your next purchase'. The Frontgate representative also stated that these 'perks' would go toward the purchase of the new bed. I received my my bill and received NO discounts. Instead, I received a code to be used for any purchase between 3/10-9/30/2024. NO WHERE on the website **************** does it say discounts can not be used when making the current or first purchase. In addition, the Frontgate Rep said it would be granted when I used the card which is why I opened the new credit card to begin with. When addressing this with Frontgate, they refer you to the credit card company. When calling the credit card company, they refer you to the Frontgate. No one will take responsibility. Even the credit received makes no sense in the discounts given per rep iesha. I would never recommend doing business with this company based on the endless loop of frustration; never an explanation and abuse of one's credit.

  Business response

  04/03/2024

  We are currently working out a solution with the customer.

  Customer response

  04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I felt that the Frontgate representative understood my issues, followed through with a resolution and stated steps in addressing a plan that might help prevent this with future customers.   If not Frontgate, my experience with Ms ****** was exceptional 

  Regards,
  
  ******* *****
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Frontage uses ******** Bank to administer its credit card. When I applied for a Frontgate credit card I applied as a customer of Frontgate, not as a customer of the bank. I joined because of an enticing credit offer. For each $250 spent, I would be rewarded a $50 certificate. Functionally, that is 20% so I made a large purchase and earned $1250 in rewards. The rewards are only good for 6 months before they expire worthless (is that even legal in all states?). I marked my calendar to make sure I used the $500 coupon that was expiring the soonest, 2/28/24. However, Frontgate knows nothing about the certificates and refers all questions to the bank, ********. Community's website (uploaded) has failed to load for over a month, so I couldnt access my certificate and it expired and they wont honor it (and Frontgate says it's a ******** issue). I finally had the time to call a supervisor and weed through the customer obstruction stuff and find an alternate means of accessing my remaining certificates (the ones that hadn't expired) but they refused to reissue or honor the expired $500 certificate. I am seeing a reinstatement of that $500 certificate (which I had to spend $2500 to earn, and was factored into my decision to spend that much). It strikes me as unfair and deceptive business practice to have a website that refuses to allow access to the certificate and then claim the certificate has expired when I couldnt access it....

  Business response

  03/22/2024

  A member of our team reached out to the customer and confirmed the certificate was redeemed on an order and the customer has not lost any reward funds.  Feedback regarding his experience with the card holding bank has been submitted.  

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Specifically, they have pledged to use the issues I raised in my complaint for training and to examine the issues with ******** Bank. In addition, they offered a good faith gift certificate of $100
  Regards,
  
  **** ********
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number ********, Purchased 3 ******* bar stools last year in Alabaster White/Creme Performance Linen Counter Stool in August 2022 for roughly $580. I have only had this kitchen bar stool for a year. Spilled water ( just plain water no chemicals) and the water stain on the linen changed colors and is brown , even when I have dried it with a towel and dryer right away. We did not use any chemical and it was a simple water spill. I have contacted the company asking if they have an issue with the linen and stains since it seems very faulty that a simple water spill will turn a kitchen bar stool to stain so badly. I have contacted the company but they just stated that they will not be doing anything about it since it is not during warranty period. I understand that it is not within the warranty period , but I firmly believe they are selling a faulty product with a bad linen, and it is not a cheap product ( almost $600 total for a bar stool and only a year of usage and just a simple water spill causing a horrible stain ) I have asked the company for any way to exchange or repair or refund but they only said it is not under warranty period. I am very concerned with this faulty linen and product they are selling. **** ********

  Business response

  12/19/2023

  A member of our team reached out to the customer to share cleaning suggestions. We have created a replacement order and the vendor has suggested stain resistant products to prevent in the future.

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September I ordered 3 stools from Grandin Road. 1 arrived broken, significantly. I called customer service, they assisted me on the phone and sent out a replacement stool. Around a month later I started receiving voicemails from Frontgage saying I haven't returned an item. This made no sense to me as I wasn't aware of any items I needed to return. Soon after I noticed another stool has been cracking apart from within, with only occasional use for a few weeks and no drops or damage on my part. I contacted Grandin to ask about a replacement and was told I haven't returned the first stool that arrived broken, and if I don't return it they will charge my credit card for it, or send a collection agency after me. Meanwhile they won't help me with my now cracking 2nd broken stool. I've told them I was never asked by the customer service rep to return the broken stool so I discarded it as it was completely unusable and unsafe. If they had asked I would have returned it. They've disregarded this and continue to harass me with emails threatening to charge me for broken merchandise, and won't help me with the 2nd broken stool. So now I only have 2 usable stools even though I paid for 3. And they are sending me messages threatening to charge my credit card for a 4th stool that arrived broken. To be fair, they should replace my second broken stool and stop harassing me about the first one. I just want 3 usable stools that I paid for.

  Business response

  01/08/2024

  Working with customer resolution in progress.

  Customer response

  01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not fully resolve my complaint. The business sent an email offering a resolution, but has not responded to my email reply on 12/18/23. I have no final follow-up or confirmation on a resolution.

  Regards,
  
  **** ********
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We do NOT wish to receive catalogs in the mail from Frontgate. We have requested they remove us from their catalog direct mailing list for eight consecutive years without success. We have called them, we have emailed them, we have spoken to supervisors, we have talked ad nauseam to these people without any results of any kind. Their catalogs just keep coming. We told them we're done doing business with them; their catalogs just keep coming. We have told them we're going to file formal complaints with the Better Business Bureau and the State's Attorney General; and their catalogs just keep coming... It doesn't seem to matter what we do or say the catalogs just keep coming. This is absurd and this company should be ashamed for their blatant disregard of this request!!! We are on the national DMA Choice DO NOT MAIL LIST, and yet their catalogs just keep coming. To anyone reading this be forewarned: Once Frontgate adds you WITHOUT ASKING, they are going to bury you in paper for life! The resolution I want? Is the same resolution I have wanted for eight years stop sending unrequested junk mail.

  Business response

  09/15/2023

  Customer has been contacted to confirm the request is fully completed.

  Customer response

  09/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does NOT resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

  Someone named Rikki emailed me. She stated NOTHING about a resolution. They have NOT resolved anything. This is the email message Rikki sent:

  Rikki W***** <**********************************>

  Hi, *******,
  
  Thank you for the information. I will continue to investigate and will confirm the resolution.
  
  I personally apologize for the frustration this has caused.
  
  ~Rikki

  Pathetic! NOTHING has been resolved! 

  The resolution I am looking for is an admission from an executive at Frontgate that they added me, and others, to their catalog list without permission nor consent. I want them to remove my personal information from their database and confirm they have done so. And I want them to change the way they do business so this does not happen to people in the future. There are those that want catalogs. But they need to ask people first!

  Business response

  09/18/2023

  Customer was contacted. We at Frontgate will confirm the resolution.

  Customer response

  09/21/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  LOOK at their response??? "Customer was contacted. We at Frontgate will confirm the resolution."

  There has been NO resolution. NONE!

  THIS is the resolution we have repetitively requested: Remove ALL our data, delete us from your database, and NEVER contact us again!
  
  Regards,
  
  ******* ******
  

  Business response

  09/25/2023

  We have received your written request to delete or remove your personal data. In deleting your data we also permanently delete your FRONTGATE, GRANDIN ROAD Garnet Hill and BALLARD DESIGNS Customer Account which means, we will deactivate it and delete all associated information. We want you to understand this is a permanent and irreversible step that severs our relationship.
  
  Once your Brand Customer Account is deleted:
  
  Neither you nor team members will be able to see any account information to assist with order or warranty support, to process returns or fill any existing auto-ship or waitlist orders. 
  Any vouchers or promotional offers for which you may have been eligible cannot be fulfilled once the account is deleted. 
  Billing for orders or billing with **** Credit Card Special Financing will continue. We will be unable to see your account to assist with questions, support or returns. 
  If you shared information through our social media channels, for example, that information may remain visible even after your account is deleted.
  We may still retain customer information as allowed by law for specific purposes, such as internal audits or preventing fraud.  Once this deletion process has been completed we will send one final email to confirm deletion of your information.
  
   
  
   
  
   
  
  Thank you,
  
   
  
  Lorece H******
  
  Manager, Sales and Service
  
  Cornerstone Brands, Inc.
  
  5568 West Chester Road
  West Chester, Ohio  45069

  Customer response

  09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The have done NOTHING! DELETE EVERYTHING!!! ONCE YOU HAVE DONE WHAT WE HAVE REPEATEDLY REQUESTED, THEN WE WILL FINALLY BE FINISHED WITH YOR HORIBLE COMPANY!!!

  Regards,
  
  ******* ******
  

  Customer response

  09/28/2023

  Frontgare wrote: The business stated "Once this deletion process has been completed we will send one final email to confirm deletion of your information." 

  I have been requesting this for 8 YEARS! DELETE US AND NEVER READD US. STOP TELLING US WHAT YOU ARE GOING TO DO AND DO IT!!!

   

  Date Sent: 9/25/2023 1:16:30 PM
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The have done NOTHING! DELETE EVERYTHING!!! ONCE YOU HAVE DONE WHAT WE HAVE REPEATEDLY REQUESTED, THEN WE WILL FINALLY BE FINISHED WITH YOR HORIBLE COMPANY!!!

  Regards,
  
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩