ComplaintsforFrontgate Catalog

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a first time buyer, as I was trying to place an order the coupon code that was given to me by supplying my email and telephone number was being taken but the advertised price kept changing. I called CS and the rep tried several times to do the same thing, and said she could not get code to work she did not know why, but she would waive the shipping for me. Sounded reasonable. My CC gets charged 30 dollars more than expected. I go back in my account and see that I was charged the "original" price for my items and not the discounted items. So the free shipping was a wash with the higher prices charged. These items are still showing on website with lower prices. I call again and go around a very large circle. If you take advertised price and tax and no shipping which was the curtesy for coupon code not working, I was NEVER told it couldn't work. This is a bait and switch and an unauthorized charge on my CC. I would like the 18 or so dollars refunded

  Business response

  10/07/2022

  PROCESSED REFUND FOR PRICE DIFFERENCE & EXPLAINED TO CUST OFFER CODES ARE NOT COMBINABLE.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order#: ******** I ordered 2 ******* chairs (navy). I received 1 of the 2, however, it was damaged. I immediately contacted Grandin Road AKA Front Gate and they advised that chair would need to be returned and they will be sending a replacement. Arrangements were made after contacting them 2 times and UPS picked up chair on Monday 7/18. I contacted Grandin Road again and they advised that replacement chair would shipping 07/19. On 7/21, I contacted them again since I had not received any info that replacement chair had been shipped. They advised that it was being shipped 7/21 but I would not receive an email to confirmed this since it was a replacement. I called again today (7/22) and was told it had not shipped but was in the process. The second chair of the 2 that I ordered was received yesterday 7/21. However, the replacement to the damaged one has not been sent and they just keep telling me it is in the process. They have charged my credit card already for the 2 chairs yet I have not received one (the replacement) and every time I call, I just get the run around that it is in the process. I need help in resolving this issue since they have charged me for something that they have yet to ship and don't even know when still they will ship it.

  Business response

  07/25/2022

  spoke to customer- reviewing further to see when chair will ship- if system issue- will place new order with express truck shipping - customer agreed to this offer. 

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an expensive piece of furniture in October 2021. It is now April 2022 - and I was told today I would not receive it until the middle of May. I have experienced delay after delay after delay. At first, they used COVID as an excuse. Now I'm told the war in Ukraine is impacting this (the piece is coming from India). If I didn't already have the matching piece, I would cancel it. As a Call Center I understand they are just that, however, they have refused to put me in touch with someone who can provide a reasonable explanation as to why this delay has been in play for 7 months. Order # ** *********

  Business response

  04/05/2022

  spoke to customer apologized for delays ; reviewing further , customer agreed to wait for update.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The initial transaction date was 12/30/21 with expected delivery of items on 2/17/22 - 2/23/22 for a total cost of $591.85. The merchandise, shipped from their Grandin Roads company, was for two (2) Aiken Swivel bar stools (item#: ****** *** ***). The first set of stool bases received in boxes labeled Grandin Road were damaged and immediately shipped back to Grandin Road for replacement. The second set of stool bases shipped were received in unmarked boxes with repacking labels on the outside of each box. Both the bases and parts received in these unmarked boxes appeared to be used (and not new merchandise) based on similar damage seen. The part(s) bag in one of the boxes was open and had both missing and scratched (i.e., used) parts. And one of the stool bases contained exact damage to a stool sent back to Grandin. The company initially advertised "free" shipping on the order which turned out to be untrue and cost $79.95 when the order was processed. After contacting Grandin Road about receiving damaged goods a second time they informed me that original products sent back to them are reshipped from their warehouse (using refurbished items). I immediately asked why I was paying the full cost for used (or refurbished) merchandise. Their customer service rep checked with management and they initially agreed to reimburse me the difference between what their original invoice listed as the cost of "new" merchandise compared to what their warehouse invoices listed as the cost of the replacement stool bases. On 3/4/22, I received an email informing me that no refund is due because the bases were replaced with an even exchange. It stated "since the stools are still the same price as when you purchased them, there is no credit due." This email came from Ballard Designs Customer Accounts division and referenced orders ******** (with tracking no. ******************) and ******** (with tracking no. ******************). How do they get away with selling me used products?

  Business response

  03/08/2022

  spoke to customer apologized for negative experience - offered credit due & sent a replacement base at no cost - we do not want 2nd damaged base back- customer accepted.

  Customer response

  03/08/2022

  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

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/04/21 I purchased an animated Witch's Broom as a Halloween gift for my boyfriend costing $67.81. When received, he found the broom very sparse and pieces of it broke off when in motion. He returned it ASAP. They said they would "make an exception" since it was for some vague reason not returnable, and offered me a gift certificate for twenty dollars and change. First of all, I will never do business with them again. Second, there price points are high and I would be hard-pressed to find something under $100. I was insulted that they had the broom, had my money and were offering an "opportunity" to throw more money their way. Please help if you can. Thank you.

  Business response

  02/24/2022

  VOIDED GIFT CERTIFICATE AND REQUESTED REFUND BACK TO ORIGINAL FORM OF PAYMENT ******** LEFT VOICE MAIL & FOLLOWED UP VIA EMAIL TO CUSTOMER- REPS JUST FOLLOWING POLICY PROCEDURE FOR RETURN OF HALLOWEEN ITEMS.

  Customer response

  02/24/2022

  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

  02/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pulled a rewards certificate ********* off Frontgate website on 2/6 that i had earned for purchases. The value of certificate was $125. I went to a Frontgate outlet on 2/9 to use it. It would not work and after 45 minutes on the phone with Frontgate and dropped calls, no one could help me. I was at the register with a big purchase on 2/9 $382 . The whole line was held up and i was told the rewards certificates were released early and you have to wait 3 days for them to be activated. None of which was noted on the certificate. I was so upset after driving 2 hours in the car to use it. Frontgate customer service said they were not aware and promised the accounting dept. would apply it to my $382 purchase on 2/9. It still has not been done and my $125 certificate ********* still not useable. I spend alot with them and no resolution or apology for everything i went through in that store trying to find out what was going on. I was very upset! I want my certificate applied of $125 applied to my 2/9 purchase of $382 at the store in **********. And i want an apology. There was no concern at all for how embarassed i was left at the register that day!

  Business response

  02/15/2022

  $125.00 reward applied toward order & credit card refunded.

  Customer response

  02/19/2022

  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,
  
  ***** *****
  

  Customer response

  09/08/2022

  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.

  I ordered a 30 inch lantern back in April and it was on back order. It finally shipped mid July and arrived broken. Frontgate shipped a 2nd one and it arrived broken. I sent pictures as proof. I was told to throw them out and a 3rd would be shipped and warehouse would make sure it would be packed properly. I called on 7/25 to see when it would ship and was told it was never set up for shipment. I said i was done and wanted my rewards certificates back and the difference that was put on my credit card. I was then told that could take another week or more. This was the worst customer service experience ever and i am a long term customer. I have a paper trail a mile long. I do not have time to chase Frontgate until they clean up the mess. I want my certificates back and my credit card amount back!
  
  
  
  Billing Adjustment

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

  Business response

  09/08/2022

  Most Recent Message
  Date Sent: 7/26/2022 1:26:19 PM
  processed refund and reissued rewards certificate customer accepted additional gc due to inconvenience- resolved. 

  Customer response

  09/08/2022

  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.

  This is the 2nd time I have gone through tryying to use my rewards certificate to make a purchase only to find out it is not active. The 1st time it happened in a Frontgate store and i was held up 45 minutes and then told i had to wait 5 days. Frontgate posts them to the statement and no one knows they are not active to use. No date printed on when they are active. My rewards certificate was for $100 and it should have been $150. I did not get credited for double points weekend on 7/21 and 7/22 purchases at store. $396 and $406 i should have received 1600 points not 800 points. I talked to a supervisor who said she would look into getting me the other $50 certificate. She also told me my existing $100 certificate would be active on 8/12. Well it was not. I do not have time for this nonsense anymore. I am not going to allow a supervisor to place the order for me and then apply the certificates when they become available. Like i would trust that? I have been a customer for years but this company has gone downhill in the past year. This is the 3rd issue with Frontgate in less than a year. A few months ago i finally received my back ordered lantern only to have it broken. They shipped 2 more all broken. I kept telling them it was not being packaged properly and took pictures for them. Never could get a lantern that was not broken. I am done!
  
  Desired Resolution:
  Contact by the business
  
  

  
  

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

  Business response

  09/08/2022

  Most Recent Message
  Date Sent: 8/12/2022 3:28:26 PM
  sent customer reward points clarification for review & apologized for any confusion

  Customer response

  09/08/2022

  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.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last December I bought unique Christmas tree than hangs off the wall and comes with a bench under it to hold presents. This year the bench’s leg lost a wheel because the wood it was attached to rotted away. I’ve made many phone calls and sent many emails with pictures over the last two weeks to try to resolve the situation, but no avail. At first they gave me the wrong email. Three times I sent pictures to the right email address but they claim they never received them. The first person I spoke with, Michaela said the bench was still under warranty. The next week the second person, Sally, told me it had expired! I told her that was their fault, not mine. The third person, Jada or Janna, told me she was sending emails to Brock in Product Services and people in Corporate telling them they must respond, but nothing has happened yet. I’ve received four catalogs in the last month and noticed my bench is no longer offered. So I proposed a solution. I would pay the difference between between the faulty bench and another they have on display if they would send it quickly. I have gotten no response. I am a 94-year-old shut in. I depend on businesses to stand behind their promise because I can’t just walk down to block to someone else. I bought their product because it was unique, compact, lightweight and created a nice atmosphere for my guests at Christmas time. This year I have nothing. Please contact this company at their Grandin Road subsidiary to push them to act. It is Christmas time and the Scrooge’s are giving me the runaround.

  Business response

  12/17/2021

  customer was refunded 100% value Gift Certificate for Out of Warranty item.

  Customer response

  01/05/2022

  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. 

  Dear Ms. ****,

   

  Thank you for your letter of Friday, December 17th.

   

  Grandin Road has settled the case to my satisfaction. They admitted the product, a bench, was defective, applied its price to another bench, paid to ship it and paid to have it delivered into our home, unpacked, set up and they'll clear away the packaging.

   

  Thank you for your help on this matter.

   

  Sincerely,

   

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

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

• Initial Complaint

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for 4 cordless garlands on 11/30/2019; ship date 12/2/2019. Frontgate has a warranty for all of their greenery lights for 3 holiday seasons for replacement of the item. This is the third season (2019 1st holiday, 2020 2nd season and this Christmas being the third). I have two strands of the 4 greenery that have multi lights dim. I have stored the items as instructed including removing batteries between seasons. I contacted Frontgate multiple times about the issue. First they told me there was only a 1 year warranty. When I sent them a screenshot of their warranty they told me the 3rd season ended on 12/2/2021. I explained that would not have been 3 seasons. They continue to say warranty is up. After this season the warranty should be up. This was went on for over two weeks with no resolution. I paid a substantial amount of money for this product and the company is not adhering to their written warranty.

  Business response

  12/13/2021

  called customer , mailbox full could not leave messaged , followed up via email offered 100% value in Gift Certificate

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/22/21, I ordered 4 Geneva Backless Counter Stool - Matte Blk Chs Lthr, Item No: ****** *** ***. order number ********, totaling $1,547.22. Those 4 arrived 11/26/21 6:53 pm. 2 of the barstools had slight leather damage. I emailed the helpdesk w/ photos 11/29/21, asking what I should do. Helpdesk replied 11/30/21, stating they would provide 10% discount or I could exchange the 2 damaged items. She advised if I contacted the helpdesk they would exchange & go ahead and send out replacements for 2 damaged barstools while I was sending the return. I contacted the helpdesk same day, I was told since I ordered these via ****** I had to 1st return the items in order for them to send replacements. The next day I boxed up/took to *** 12/1/21 at 10:47 am. Those were received at Frontgate on 12/3/21. I called Frontgate on Monday, 12/6/21 to verify they had been received after I received an automated email saying 1 had been received. They verified 2 had been received & I was assured they were setup for EXCHANGE and that I had procured 2 and they were just waiting on shipment information. On 12/7/21, I receive and email from ****** that I had been refunded $386.81. I then called Frontage helpdesk, the person was no help and asked to speak to a manager on 3 different occasions. After being put on hold, he informed me that a manager wasn't available/we would have to work thru the issue. After explained everything to him, he had to put me on hold to speak to a team lead, after waiting & talking total time was 38 minutes, the line was disconnected. I then called back & asked to speak to him which they stated I couldn't and put me through to a manager. Then she advised they were sold out and no longer carrying the item. I asked if I could get the 2 damaged items back I sent in, she said she would check & call me back the next day around 3:30. I received no call. I then called back 12/8/21, spoke to the manager, which she stated I couldn't get the items back. HELP

  Business response

  12/09/2021

  customer accepted full refund.

  Customer response

  12/14/2021

  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

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a fireplace screen from Frontgate in June. I received it July 6-7. The fireplace screen did not workout so I immediately called to return the screen. I was told I would be called by the freight company to pick it up. They never called. I called Frontgate a second time regarding this and they told me I would hear from the shipping company within 2 weeks because they were behind as a result of Covid. I waited 3 weeks and never heard a thing. I called them back for the 3rd time and explained the problem with the shipping company and they assured me the problem would be rectified and I would get a called from the shipping company within 48 to 72 hours. Nothing. I have called a total of 7 times and am still get the run around. I believe they are pushing me past the 90 day return so I am forced to keep the screen and they can keep my $800.+ money. Please help.

  Business response

  09/06/2021

  REVIEWING WITH TRANSPORTATION MANAGER- PROVIDED CUSTOMER MY CONTACT INFORMATION AND OFFICE HOURS.

*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. ↩