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Complaint Details
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Initial Complaint
09/01/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have tried to work with Grandin Road since the middle of July 2021. The contact was both via phone and email. I will make note when I did reach a representative I was referred to email address. In summary, I ordered wrong which needed to be returned due to it starting to fray. That went very well. I received a bag to return damaged rug with a label to FRONTGATE , no UPS shipping label, no instructions to ship UPS. I also receive another rug which was not the correct one. Again, no shipping label. I sent both back via UPS paid for the shipping out of pocket. I was given a refund of the wrong rug, and I’m still waiting for $246.67. I would like to send email string but I can’t see how to accomplish here. I did attach pictures. Following is a screen shot of the last email on 7/30, as of this complaint I still have no refund and no reply from company. Good Evening ****, I am sorry you did not get full refund. The message has been sent. It takes 3-7 businesBusiness response
09/01/2021
reached out to customer , waiting on customer response
Customer response
09/07/2021
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
08/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a mosaic table top with table frame for the cost of $1000. When they arrive, there was no instruction how to secure the top to the frame. I contacted the company and they told me that the table top can just sits on the frame. In addition, there was no description on their web site that states the table top cannot be secured to the frame. I am requesting a partial refund on my purchase because I bought a piece of outdoor furniture that cannot be fastened.Business response
08/24/2021
explained to customer table top designed to sit on top of base- does not attach- sent GC for inconvenience.Initial Complaint
08/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for multiple items that worked together. They delivered 1 item & then consistently withheld the other rendering me with a useless and/or incomplete set. They repeatedly about the delivery dateBusiness response
08/16/2021
covid related estimated ship date delays- customer cancelled order & was not charged. contacted customer apologized for inconvenience, can return table for full refund.Initial Complaint
08/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a Lightfire Heater in October 25 2020. Frontgate initially promised delivery Dec. 24 2020- Dec 30 2020. Since then, they have found excuse after excuse not to deliver my item. This Lightfire Heater is still on available, but my shipment has be delayed multiple times first to 12/31/20 -01/06/21. Every time they push the ship date out a month at a time june, july, august, now to Sept 10, 2021 to Sept 16, 2021. I believe that they do not want to honor the price and free shipping and by pushing the ship date out every time it approaches FRONTGATE wants me to cancel my order rather that send me the item at the agreed price and free shipping. Frontgate is doing whatever it takes not to honor this transaction. I don't know how they get A+ rating. Frontgate toggles that integrity line circumventing their responsibilities and not honoring their promises, I would like them to ship me a working Lightfire Heater in excellent condition.Business response
08/12/2021
contacted customer & explained item ships directly from our vendor in Italy- reaching out for update on ship date & will keep him advised.
Customer response
08/12/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, to contact the vendor is satisfactory to me provided that the vendor fulfills the order as promised 10 months ago. FRONTGATE should not continue to sell the LIGHTFIRE PATIO HEATER if they cannot fulfill the order within 6 months. Or, FRONTGATE should make a clear notation that expected delivery is 1 year. This issue will not be fully resolved until I receive the product promised and the product arrives in good condition without defects. We are moving toward resolution. We are just not there yet.
Regards,
**** ********Initial Complaint
07/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 05/21/21 we placed an order with Frontgate order #********. On 06/16/2021 2220.52 was charged to our credit card for furniture plus delivery. Frontgate uses a final mile shipping company to deliver furniture. The delivery company did not show up on their scheduled date twice, on 07/06 and 07/13. On 07/15 I requested a cancellation of my order with Frontgate. I have called twice and emailed once regarding the status of the refund. They informed me that it could take several weeks to account for the items that were not delivered. Unfortunately, I am stuck with a large credit card bill and no set date on when a refund will be issued. Thank you for any assistance you might provide.Business response
07/30/2021
REQUESTED FULL REFUND PER CUSTOMER REQUEST.
Customer response
07/30/2021
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
07/25/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I didn't received my package that is marked as delivered. I have placed an online order on 07/17/. I bought a new door mat and some cutlery. It was delivered on 07/22, I was not at home at the time. When I got back home, I didn't see my package and I have asked all my neighbor did they see my package. They both didn't see it. I contacted Frontgate support but they were no help at all. All I want is a refund back to my original payment method. My order number is ********.Business response
07/26/2021
Refund processed 7/26/21
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Contact Information
5566 W Chester Rd
West Chester, OH 45069-2914
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Get a QuoteCustomer Complaints Summary
37 total complaints in the last 3 years.
11 complaints closed in the last 12 months.