ComplaintsforFrontgate Catalog

• 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,
  
  ******* ******

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

*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. ↩