I purchased a teak shower rack years (item# *******) came to us all mold (defective wood). I reached out to Charles Jacoby their head guro (past contact person who helped me before) and he offered to refund that rack back, as well as send a NEW replacement (very generous). We have had the new rack packed up in our climate controlled garage (Frontgate blames us for improper storage, RIGHT...) and recently about three months back pulled the new rack out and used it. The teak shelves were coming off after a few weeks (reaching for the shampoo bottle and it flung off) it was junky! I called the company and they arranged a return of the item, authorized a return label (requested a gift card and or replace the product with another). I used their pre-paid label and dropped it off at UPS. A few months have gone by (recently in 2017) and I called them to find out about the package (2 months now) and they were finally able to track the product, it was taken in on Jan 18th (from Elizabeth shipping manager at F. G.). She needed the invoice which was supplied in the package. I had misplaced the copy of the invoice but they did have the product back (confirmed). When I reached out to Charles Jacoby in Feb., he appeared willing to help but now he said I am out of luck on the item and they won't stand behind their own product warranty, FRONTGATE GUARANTEE: At Frontgate, our primary focus is quality. We guarantee that every product we sell will stand up to the supreme test - our customers' satisfaction. It does not sit well with us that they are keeping the product and no gift card and or replacement of product (per our request as well as arrangement we made well before we mailed it back to them). We feel very ripped off now! We reached out to their local BBB and after a few back and forth reports they basically dropped the complaint. If Frontgate had not agreed to take the item back in and not sent me a return label and not authorized to start that porcess it would be different. In our neck of the woods that stealing and it does not sit well with us that they never sent that item back and they kept it (broken or not). Lousy ordeal! They had a new manager contact us and she called in to get the matter settled and all she did was go over the same details and was offering no solution! I told her to call me back when she has a proper resolution and hung up the phone... calling a customer to argue, who needs that. The original founder Paul Tarvin of Frontgate was outstanding! Since Frontgate's inception, the focus has always been on courteous, personalized attention, NOT ANYMORE. They are being run by whoever now and it's lousy with a higher end catalog company (image they want to be so prestine) to treat any customer this way. Sure if this happened to them they would feel ripped off too!

PLEASE SEE THAT UPPER MGM'T RECEIVES THIS CONTACT. I encourage you to go to Yelp and read the reviews posted on FG. I am obviously not the only customer that is displeased with your customer service and considering that FG has "monopolized" nothing, I would assume that these reviews would be a concern. After several unnecessary calls to FG it was determined through your reps that the reason that my credit card shows my order as pending as of Feb. 3rd (even though it has clearly been processed, cleared, shipped and even received since Feb. 16), therefor showing a duplicate charge and reducing my available credit, is because of PayPal. After contacting PayPal because your reps were politely of no assistance and I was never able to speak to mgm't direct, PayPal explained that the charge continued to show as pending because FG did not mark the transaction as "completed". This makes sense considering I NEVER have problems using PayPal. The obvious variable here is FG. We are remodeling a 4000 sq./ft. Home and my intention was to place a very large order with FG. That will no longer be occurring. I refuse to have the available credit on my card tied up due to FG's incompetency. Right now PayPal has assured me that the transaction will "fall off" on its on accord within 30 days, but why should a customer have to wait for this? My hope is that this contact reaches the hands of those who have a vested interest in the success of FG. Poor customer service will undoubtedly catch up with FG eventually, and as a multiple business owner correcting this issues would be of my utmost concern. You are welcome to call or email me, but regardless of contact, I will not be placing a 2nd order with FG and I couldn't possibly recommended them to another.

I have place an order with "FRONTGATE" the first person that I spoke to was friendly and made me feel at ease when placing my order for OPTIMA BEVERAGE TUB, I was told that my order was a signature item and therefor it would NOT be considered for their special 25 Year promotion deal which is 25% off. I went and told the person on line that I was disappointed because there 25 Year Anniversary and they would exclude small item such as Beverage Tub. However I said that I have $50 gift card from Christmas and if I can use that. The operator said that would be ok and she would be able to place my order. When I grabbed my gift card for $50 I was reading the number to the operator and noticed in a very small writing that there was Expiration of 03/2016. I told the operator that I had not known that there was expiration attached to my gift card. She said that she is NOT able to help me but I can speak to her supervisor. I went ahead and re-explained my entire problem and supervisor told me that theres nothing she can do to help me. The car I received was sent out in December and theres NO way for them to look into expired card. I asked nicely that its a lot of money to be just wasted and if theres anything that can be done to look into the expired gift card. Its not that I was not buying I was and all I wanted to do was use my gift card that was given to me. I was told that sorry theres NOTHING the she can do even if I give her number on the back of the card, shes not able to help me. Told her that I have been a loyal customer and she said thanks but still cant help. Its safe to say that I have been so disappointed that I will NOT be buying from FRONTGATE again. I feel is that I should have been helped and theres always ways of looking gift cards up in the system. This particular manager didnt want to do her work and seemed too busy to even speak with me. Customer service supervisor was NOT friendly or helpful.
I am so disappointed and will never attempt to order anything from them again.

On 03/10/15 I have place an order with "FRONTGATE" the first person that I spoke to was very friendly and make feel at ease when placing my order I have order 5 manchester counter stool which is one of their signature items at the end of the phone call I was told that my order was going to be ship on 03/18/15 and that I should be receiving the stools shortly after that, the very next day I called to cancel one of them and when we were finish the guy told me that my order was push to a farther day do to the change you will think that if anything that will make it faster since they will have less items to ship but it was not the case a few days later I received two emails one to confirm my order and a second one telling me that my order was delayed again I let it go because they have only delayed by a few days but when I received an third email advising me of yet an other delay I had it I made a phone call and ask them why and I was told that because this item has such a high demand they did not get enough item to fulfill such a large demand one will hope that they will warn you about that at the time when you call to place that order but of course they will never do that because they want you hook. I have told the person on the line that I was disappointed because they offer me that product and to my acknowledge the item was available she offer to change my order to an expedite shipment so that the stools will get to me sooner and I was even more relieved when she told me that the new shipping date was a few days earlier then the one before so I was happy well the happiness did not lost very because I received a fourth email telling me the same thing again just like a broken record an I knew I have to make yet another call this time I told them that I feel like I was lie to and that they really needed to be honest with people and tell them how it was up front this guy began to tell me their little rehears line once again about this item been so popular I told him that I didn't care that could not keep on doing this to people offering something that they could not provide he said that he was very sorry and he offer me free shipping but when he tried to go on the system the shipment charges could not be removed because they could not charge me for an item that they have not yet provided to me but he ensure me that once the item was shipped they will remove those charges for me I agree I told him that I did not wanted an other email telling me that my order was delayed anymore he told me that they were going to make it a priority so that this will not happen but I suppose FRONGATE is not capable of fulfilling any of their promises I probably received a total of 8 to 10 emails with delayed notices and I decide that enough was enough I called to complaint once again and this time the person on the phone was rude and told me that they never make any promises that the dates of shipment that they give you are only a tentative date and not a promise at all but the funny thing is their emails do not said that I ask to talk to a supervisor and this person began to tell all the same things that I have already heard and I told her that they have already told me that and that I wanted them to deliver this time because they have push my shipment farther and farther then the original day and I ask her to double check and make sure that it was the absolute last time that I had to call or received an other email but surprise surprise when she check they have yet another email that I have never received saying that they were sorry to tell me that my shipment was delayed until may 11 I could not believed that my order was going to take two months to get to me who does that how can a company be so inaccurate and sell you things that are not even available how can they lie and lie and lie and think that they can get away with their false advertisement is this some kind of game to them rather then a business because thats what it seems to me that this company is. It is nothing but a scam and a big ridiculous joke.

I am so disappointed and will never attempt to order anything from them again unless they offer me the deal of the century I fell as if I was catfish because just like the show I spoke to people that I never met and I was in love with a product that to me it never existed because I never hold it in my hands it was just a fantasy nothing but an illusion what a joke.