ComplaintsforFrontgate Catalog

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Initial Complaint
06/15/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Transaction 7/6/2012 order *********** paid $1,330.50 I purchased 4 pieces of furniture from the company. The furniture was advertised as “leather” but i think I was sent bonded leather as all my furniture began to peel away. I found my original receipt and catalog i ordered from and have proof they advertised “leather” vs bonded leather i was sold. My receipt even lists itemized description as “******* ******** Bar Stools”. I attempted to resolve with Grandinroad but they say there is nothing they can do because the 1 year warranty is over. I am claiming false advertisement ans they andvertised “leather” but did not send me leather, but a bonded leather product. I have proof of the false advertising as i have the original catalog from which I ordered. Pictures of original advertisement/descriptions attached as well as pictures of the peeling furniture.
Business response
06/21/2023
A member of our team has been in contact with the customer and have come to a resolution satisfactory to the customer.
Customer response
07/03/2023
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.
I received email you have closed my complaint today. It is NOT yet resolved. Please reopen and confirm status.

Thank You
********* * ***** **
Regards,

********* *****

Customer response
07/03/2023
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.
Per phone call from *** ***** to BBB:
"Just to clarify, I do accept the business response, provided I received the promised check.
If I do not receive the promised check, I will notify the BBB to reopen my complaint at that time. Please close as resolved at this time.
Sorry for the confusion."

Thank you!

********* *****
Initial Complaint
05/30/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered bar stools with the correct size. They sent the wrong size. I called them to inform them of this and asked him to please pick up the wrong merchandise and send me the correct one. However, they said they couldn't do that unless I paid for it again and when they receive the merchandise in their warehouse they would reimburse me. Therefore, I paid for another set and they once again made a mistake. They sent the merchandise to the wrong address. I have been waiting two weeks for them to pick up merchandises from two address in order to obtain my refund and to date they have not picked up the wrong merchandise nor sent me the correct furniture. Therefore, I have essentially paid for the furniture twice and have yet to receive nor have I received reimbursement. I am seeking assistance for a refund. Thank you, **** ****
Business response
06/02/2023
Our customer received the correct counter stools and is very happy with them. She received a full refund for the second order that was placed. This has now been resolved.
Customer response
06/08/2023
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.

Greetings and thank you so much for your response. I am so impressed with your office. Please note that I am writing to inform you that the dispute has been resolved. Because of your efforts, the merchant has agreed to refund my ******** ******* card. Therefore, I think you can close this case.

Regards,

**** ****
Initial Complaint
04/18/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i ordered two sofas on a wonderful promotion after i moved into my home. i had to wait 4 months and over the course of that timeframe the arrival date was pushed FIVE times. today, four months later, i received a CANCELLATION email. the biggest frustration is, this was re**** a nuisance to my family and i to not have sofas for this long and to think they were coming. Next, the company is not sympathetic at all. in face when looking for replacement options the lady kept telling me to provide the item number and i was struggling to locate it but giving other appropriate helpful information. i'm not an employee, a little guidance would be great, thanks. next up i wanted an exact match of the promo sale and previously discussed deductions which i'm sure are documented for new sofas. this was like pulling teeth. i just re**** did not care for how this was handled, it put a re**** bad taste in my mouth when i've spent my fair share of money here.
Business response
04/26/2023
A member of our team contacted ***** *****, apologized for the inconvenience and was able to process her credit.
Thank you,
Lorece H******
Manager
Customer response
04/27/2023
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 nor did they even use the correct customer name. For your reference, reasons for rejection are included below.

Regards,

****
Business response
05/09/2023
When our team member reached out, the customer was offered an alternative item with a discount due to the delays. We are unable to match the pricing of the alternative sofa from $7,599 to match the price of the original sofa price of $1,299. If the customer would like to explore other sofa options we are more than happy to shop with the customer.
Thank you,
Lorece H******
Manager
Customer response
05/10/2023
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.

1. Initi**** company did not even care or take responsibility for cancelling sofas after 4 months of waiting
2. I cancelled my credit card with them and purchased sofas elsewhere so please stop trying to earn my business back
3. of course i did not accept your offer of quadruple higher than the 3 grand i was origin**** going to pay
4. Might i suggest instead of repeatedly sending customers you "care" about 50 dollar gift cards that are good for a week, maybe just consider making wrong doings right and fair. When none of your sofas were anywhere near what i was going to pay the woman i was dealing with said the only one priced accurately was an outdoor sofa. yes, very helpful.. i hope you sense my sarcasm.
5. i will no longer communicate with this horrible company

Regards,

****
Initial Complaint
04/18/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Frontgate must be having financial problems. I will never order from them again. I did not receive all the items I ordered. Then, I was credited the wrong amount for less expensive items that I did receive. Their records show that I called in and said I did not receive the less expensive items that they credited me for. Now, I do not have a full credit for the items I did not receive. And, they want me to order the items I did not receive at full price. I had purchased them on sale. What a scam! They must be having financial problems. Also, do not use PayPal with them. They said they could not send out the items that I did not receive because I ordered them through PayPal. I had to wait for a credit and then call to reorder.
Business response
04/27/2023
A member of our team reached out to ***** ****** and left a voice mail and sent an email apologizing for the experience. Additional credits were issued in the amounts of $104.13, $120.44, $31.56.
Thank you,
****** *******
Manager
Initial Complaint
04/12/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In March of this year, I purchased a vanity online. It was delivered in the box, and as soon as I opened it, I could see that it looked nothing like the item advertised. I called immediately, and they advised to return it and said they would give me a complete refund. Three weeks later they gave me a refund but kept the $478 shipping charge and are now telling me that it won't be refunded. I am extremely unhappy about this and believe they should stand behind their product.
Business response
04/19/2023
A member of our team contacted ***** and apologized for the lapse of crediting the shipping charges. The credit has now been processed and the customer updated.

Thank you,
Lorece H******
Manager
Initial Complaint
03/02/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Around Black Friday 2022, I attempted to purchase a sofa, using some prepaid, merchant gift cards, and the balance to be placed on a credit card. Due to some complications on their side with their in-house gift cards there was a glitch and we had to wait. I worked with supervisor goldie A , who documented That the black Friday pricing as well as free shipping plus any other applicable lowest price that concessions would be applied when the order was placed at a later date. Since that time I have made many phone calls and emails back to this point of contact to finish completing the order Correspondence is not being returned. I feel I have paid out of pocket for gift cards with no use to me and to this date still don’t have the merchandise. I really need being the sofa as I have a problematic back condition. I’d like to know if it’s still possible to get the order finished and if so I would ask them to take into consideration off I’ve been through an inconvenience , I generally can be reached most days up until about 5:30 PM central time. Phone or email is fine.
Business response
03/20/2023
A member of our team has reached out to Ms. ***** to explore options, still waiting for a response.

Thank you,
Lorece H
Manager
Initial Complaint
11/22/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Frontgate send me an email offering free shipping on the items in my cart. When I attempted to place the order the site said shipping would be more than $40.
Business response
11/23/2022
apology- explained free shipping offer code cannot be combined with other offer codes.
Initial Complaint
11/15/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I PURCHASED 4 ********* BAR STOOLS FROM FRONTGATE FURNITURE STORE ON JULY 10 2019. THE BAR STOOLS WERE 449.00 A PIECE. ONE OF THE THE BAR STOOLS FELL OVER AND HIT THE FLOOR AND THE BACK SUPPORT OF THE BAR STOOL BROKE OFF. THEREFORE, ON SEPTEMBER 9, 2020 I PURCHASED A 5 TH BAR STOOL FOR 650. 84. I SPENT A TOTAL OF 2, 555. 66 FOR 5 BAR STOOLS AND I CURRENTLY ONLY HAVE 2 BAR STOOLS THAT ARE STILL INTACT. EACH OF THE BAR STOOLS THAT I PURCHASED FROM FRONTGATE HAVE BROKEN IN THE SAME SPOT. THE BREAK OCCURS IN THE JUNCTION OF THE SEAT AND THE BACK SUPPORT. I FEEL THAT I HAVE PURCHSED A DEFECTIVE PRODUCT FROM FRONTGATE FURNITURE STORE AND THAT I SHOULD BE REIMBURSED . I HAVE A BAR STOOL THAT I PRUCHASED 30 YEARS AGO AND I AM STILL SITTING ON IT. I HOPE THAT THE BBB CAN HELP ME WITH THIS ISSUE. (FIRST 4 BAR STOOLS) PURCHASE 7/10/2019, INVOICE NUMBER *******; 9/2/2020, ADDITIONAL BAR STOOLS PURCHASED, INVOICE NUMBER *******. TOTALING $2, 555. 66
Business response
11/16/2022
called customer voice mail full, sent email for more information to assist.
Customer response
11/18/2022
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.
Good afternoon,

See previous offer from Frontgate which is unacceptable below.

Thank you,

****** *****

###-###-####

*******************

Regards,

****** *****
Initial Complaint
10/07/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased $28,000 of outdoor furniture from Frontgate in January 2022. According to the website, I was to earn $1 in rewards dollars for every $1 spent and for every 250 rewards dollars a $25 reward certificate, which amounts to $2800 in rewards certificates to use toward future purchases. In August, I finally logged into the ******** site, because I was curious about how to use the rewards and noticed that some certificates were active but some were showing as expired. I have used one of the certificates, but I cannot access a record on either ********** site or Frontgate's showing how much has been used. Therefore, I do not know how much is owed to me. In my attempts to figure out what was going on, I spent an hour on the phone with ******** only to find out that the rewards are simply not working on some accounts. While on hold with them, I logged into Frontgate.com and saw in my order history that $1525 in certificates were shipped to me, which I never received.
Business response
10/07/2022
confirmed customer used ******** card on order not frontgate credit card. all rewards issued using frontgate credit card are correct.
Initial Complaint
10/06/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a rug on 9/12/2022. I had received a promotional email on 9/11/2022 naming and picturing the rug I had been viewing online. The rug was on sale....and still is as of 10/6/2022. The email promoted FREE SHIPPING ON ANY PURCHASE. I was charged $76.48 for shipping. I appealed via email and never received a response. I called customer service today and spoke to Shantay at Frontgate. She made excuses as to why she wouldn't price adjust....the rug was on sale already. The rug wasn't in stock. The rug was already on sale. I still have a copy of the FREE SHIPPING email. I am attaching a copy of the free shipping email, the screen that said free shipping, and my order confirmation.
Business response
10/07/2022
processed refund for shipping & handling due to customer.
Customer response
10/07/2022
I emailed Frontgate customer service yesterday after my call with their service rep. After I sent my email to them, I contacted BBB. The service rep on the call said I would not be refunded.

I received a favorable response this morning that resolves my issue. I have attached a copy of the email I received.

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