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1 Review by Jenni

Frontgate

Frontgate

6/16/17

I purchased a teak shower rack years (item# 40855) 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!

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