FrontgateReviews 126

A real headache of a company to deal with, unfortunately!

Over a period of two months we have been dealing with processes related to product exchange and return/refund. The piece of furniture we ordered was nice overall but defective, and we expected better for what amounted to a $3,000 purchase with taxes and delivery charge figured in. Frontgate promptly offered a refund or replacement, so we first opted for a replacement item. When that arrived damaged, we gave up and decided to return the original piece for a refund. That process took several phone calls to arrange the pick-up, and now two weeks after it left our home we still do not have our refund, with the company citing that they've not received the piece yet in their warehouse. As far as I'm concerned that's an issue between Frontgate and the shipping company, and is not a valid excuse! They should easily be able to confirm the item was picked up and in the noted condition, and if they can't, shame on them!

We ordered Hunter modular furniture Sept. 4,2020. There were five pieces in total, valued at roughly $6k. We were told originally our order would deliver Oct. 5th, which was confirmed on Sept. 11th. On Sept. 19th, we received an update that the order would now ship on Oct. 30th. After several phone calls and confusing and misleading emails, we're now being told our order will ship on Dec. 21st. Frontgate's Customer Service staff and supervisors keep talking about our "order concierge", who has done nothing and is never available when we receive the company's system generated bad news updates. How Frontgate can continue in good faith to advertise and promote this Hunter furniture when they can't deliver on the orders they've already received is beyond me. I suspect we're not alone.

We ordered two expensive pool floats on 7/26/20. They were not delivered until 9/4/20. We also ordered an outside decorative clock and thermometer on 7/28/20, which were to be delivered between 8/28/20 and 9/3/20. We have received three emails stating the delivery has been delayed. It is now 10/1/20 and still haven't received anything! Pathetic beyond belief. If I could give them a F- they would not deserve it. HORRIBLE, HORRIBLE COMPANY.

While the quality of our very large and very expensive outdoor furniture seems ok, I would never buy anything from Frontgate again. Our order was so large they claimed to give us concierge service to coordinate the delivery. Frontgate's customer service was about as terrible as it's possible to be. After countless phone calls, emails and texts, all the effort initiated by me, they could not coordinate the delivery. After all the wasted time, they just showed up, no notice, no coordination, no plan and left 10 chairs, 4 lounge chairs, an umbrella stand at the entrance of the property and left. One would think in this economy this company would make more of an effort for such a large order. I will never order from Frontgate again.

Several weeks ago, I ordered a very thick, very expensive sea shell pool float from Frontgage. I figured it would last 5 to 10 years and have always been pleased with the quality of the Frontgate brand. I put it in pool house until grandsons came to visit. (ages 3 and 5). Upon first day of pool use, a large 6 inch crack occurred at the tail. Before the end of the day there was a 2 foot crack all the way thru the float in the middle! I thought once I sent to Customer Service at Frontgate, they would promptly and quickly replace it. From the the pictures, one can easily see the product cannot be used and to return a heavy huge bulky useless product would be horrible inconvenience lenience for me... to find even packaging large enough. But that was their request or they would not ship me replacement. I am so so so frustrated and disappointed at this kind of stupidity and never dreamed the Frontgate brand would stand this kind of poor product quality or service.

I bought an outdoor umbrella with stand and an extra weight. I unfortunately ordered a small umbrella and decided to go the next one bigger. When we opened the box for the stand we forgot if the piece you screw in to the base came in the same box. I called Frontgate and they proceeded to tell me to return the peice. Well? Everything after that just turned into a $#*! SHOW! After speaking with many representatives and supervisors. They had to send another base along with the peice you screw into the base (they stated that they could not just remove the preice that we needed from the box)! Plus, they sent me another weight for the base that we did NOT need. Then they wanted to charge me shipping on top of that! Upon having to call them once again; I had to repeat this ONGOING story to another representative. She was going to contact UPS for pickup and had the audacity to tell me if I did not have the merchandise ready for pick up after three attempts by UPS Frontgate was going to charge me again for the merchandise! PLEASE DO NOT SHOP HERE GO ELSEWHERE!

I bought an outdoor clock from Frontgate and it stopped working just after the warranty expired. I loved the clock and left it on the wall a couple more years. I just looked at the site again and see MANY, many people have been posting the same complaints in the reviews but Frontgate continued to sell it. I expected more from them... especially since it was expensive. Now what? Don't buy any clocks. They all have very bad reviews.