FRONTGATEReviews of frontgate.com

I’ve never had such a negative experience trying to order from a company. I placed an order in the beginning of July, thinking I would have plenty of time to receive my Moms birthday gift in August. I received a Fraud Alert from my credit card regarding the purchase and immediately called Customer Support to advise them that my payment method may need to be re-run due to the fraud alert. The customer support agent advised that there my order was no affected and that my payment was processed. Cut to a few weeks later, my order is cancelled with no explanation. I called the customer support team again to ask why, and was told that my payment failed. So much for trying to call their customer support to warn them about the fraud alert and have it addressed before this issue. I placed a second order over the phone with customer support, and they advised me that the items had a new ship date of August 24th. It’ll be past my Moms birthday but it’s okay she will get her gift a little late, we placed a second order that I would be anticipating later in August. August 24th comes and my order is CANCELLED. I called customer support to ask why my order was cancelled, and he advised me that the items were sold out when they went to process my shipment (??) I asked him how that was possible, as the order was placed at the beginning of the month with a delayed ship date due to backorder, and he then said that maybe it actually isn’t out of stock, as he was able to locate the item at a different warehouse. So we place my 3rd order for these items, he guarantees my that they are in stock at this warehouse, and he advised me he would provide me with complimentary next-day delivery due to my experience so far. Then I get my email confirmation, which shows “Standard Shipping” and the complimentary overnight shipping was not applied. So I called back today, asking them to please apply the complimentary expedited shipping to my order, I was guaranteed delivery by tomorrow. This agent advised he would try his best to get in contact with the warehouse to upgrade my shipping but cannot guarantee that it will be upgraded. I asked the agent if he could please follow up with me via email to confirm the actions he was taking, and he advised that he is unable to provide me with an email follow up after our discussion. What kind of Customer Service is unable to send an email to their customer after a phone call??? I’m beyond shocked at how a company can be so inept at handling their customers. I won’t be surprised if my third order is cancelled again, because that’s just how this whole experience is going.

This is the worst company I've ever dealt with. Items sent a month late. Wanted me to pay for the return postage. Customer service is on a four day delay. Total nightmare. Never again.

If I could leave less than a one star rating, I would. The company was insistent that I had ordered something that I already received and that it was backordered. I called, waited for 45 minutes to talk to a rep., emailed photos and finally after several emails was told my order was canceled. Subsequently got a $440 charge on my AMEX and was told it was shipped. Never got it! So frustrating! Turned it over to AMEX to deal with it.

I called customer service last week and was put on hold for over 30 minutes and no one answered--then it appears that they put you on hold even when the customer service department is closed. So, I emailed the customer service department last week about the order issue I am having. NO RESPONSE! Then I call the same number back this morning and again USELESS on hold!! I spent $4000 with this company and can't get anyone to answer the phone. The issue is that we don't get postal delivery to homes in our town. Frontgate had UPS hand the order off to the USPS, which then returned the order to Frontgate. So, I can't get through to Frontgate to resolve the delivery issue.

Frontgate used to be a company from which we could expect high quality, reasonable shipping fees, and excellent customer service. Just this past month, when we ordered four replacement bathroom rugs, we discovered that both the quality and the customer service have fallen noticeably. The quality of these bathroom rugs, even those without pulls, is poor compared to the older rugs, shipped several years ago. The rugs are less plush and the color differs from what is pictured on the site or in the catalog. Next, it was virtually impossible to get a reply from customer service regarding the damaged item without my needing to send multiple follow-up emails; most times, it took at least four days. I tried calling, but that was even worse; literally no answer despite a great deal of time on hold. In addition, once I did receive replies, they included multiple and CONFLICTING/INACCURATE information. The largest (30" x 50") rug arrived with multiple and significant pulls. Frontgate offered a $15 refund if we would keep it, a silly amount but which wasn't the point, regardless, as rather than return all four rugs, we decided to exchange the damaged one. Finally, to add insult to injury, Frontgate charged a shipping fee for the replacement 30" x 50" rug. This company is no longer either a high quality company or a trustworthy one, and certainly not worth its prices.

I am trying to replace umbrella canopies for umbrellas that are at a lake home we just bought. They are clearly marked Frontgate O’Bravia. I spoke to customer service and the CSR told me to email product services and see if they can help me and she also said if Frontgate doesn’t sell that type anymore, they could probably refer me to someone else. They did neither! These are large very expensive umbrellas and it appears Frontgate believes they will last forever. At least if you are going to discontinue expensive items, try to find someone else who can provide replacements. Beware if you buy expensive umbrella’s from them!

Purchased outdoor furniture - sectional sofa and 2 chairs. In typical Frontgate fashion the delivery time frame indicated with purchase was pushed back several times. They know if they provide the true delivery time frame when you are making your purchase you will not make the purchase. I finally had the delivery scheduled over a month after originally promised, and they arrived at a completely different time than the window we were provided which presented some challenges as we had to sign for the delivery. Then one of the chairs was missing the seat and back cushion. Delivery people said that was not part of my order and I would have to call Frontgate to order cushions!! I called Frontgate customer service , waited on hold for 22 minutes, spoke to a person who said they would have to send a request to the delivery company to have them search their dock to find the cushions because Frontgate sent them to the delivery company. That process takes at least 2 weeks and if they locate the cushions it may take another 2 weeks to have them delivered. I asked if there was any way Frontgate could expedite the delivery of replacement cushions to me so I dont have to wait for the delivery company . They told me they don’t have cushions - I need to order the whole chair and it is on back order until late September. I originally ordered my furniture in early May. Now I will be scheduling the return of $12,000 worth of outdoor furniture. I highly recommend against purchasing anything from this company.

First the delivery was late. Then I wished it hadn't arrived at all when I got a bath sheet that weighs a ton and doesn't resemble in any way the elegant, user-friendly descriptions on the Frontgate site and in reviews like Wirecutter. Lastly, I tried to tell Frontgate about my frustrations and never heard back, so I'm venting the only place I can, here.