ComplaintsforFrontgate Catalog

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Initial Complaint
10/12/2024
Complaint Type:
Sales and Advertising 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.
The rewards certificates that Frontgate sends out are never valid. I received one for $50 on 10/11/2024 and have been unable to use it AGAIN!!!!! Why even send them out??? This is the 7th time this has happened to me. I use them based on your sales and this is another sale I missed!!! Nothing on the certificate states that I need to wait to use them! I hear more complaints about this program from other people.You don't even realize how many people you are losing!
Business response
10/23/2024
12OCT24 left a message for the customer. Followed up with an email explaining the Rewards process and its valid dates.
Initial Complaint
09/13/2024
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.
July 25, 2024, I was charged for two mailboxes. Obviously I don't need to mailboxes. I called the vendor and they gave me a refund for the second mailbox. Then six weeks later they charged me again even though I never received the second mailbox. They will not give me money back until I return the mailbox even though I don't have it.
Business response
09/18/2024
Spoke with customer. Clarified the charges and confirmed that he was not charged twice. Therefore, there was no need for a refund.
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair 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.
8 /8 24 shipped incorrect one refused a white couch said would ship a navy never did but no credit issued and no paper work completed in their system
Business response
09/13/2024
A refund has been requested upon confirmation that the delivery company is in possession of this item.
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, I placed an order through Grandin Road's website on 8/3/24. The package was delivered to an access point 5 miles from my residence, even though it was supposed to be a direct delivery. When I was eventually able to go pick it up, the package was large and heavy and I was unable to load it into my car (a kind sales associate helped me). I've contacted both Grandin Road and UPS several times to see why this happened, and they keep blaming each other and neither have offered any support or how I can avoid this happening in the future. I'm not sure whose fault it is, but since Grandin Road contracts with UPS for delivery, I believe that Grandin Road owes me some sort of explanation or an account credit. I've been assured by both UPS and Grandin Road that someone will call me back after looking into it, but no one's done that. Thanks so much for your time and help. I've included the UPS tracking number below, and the Grandin Road order number is ******** .
Business response
08/23/2024
called the customer to discuss this issue. sending an email as a follow up.
Customer response
09/01/2024
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.

Regards,

******** *******
Initial Complaint
06/04/2024
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.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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,

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

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