FRONTGATE Reviews 47

I’ve ordered from Frintgate for at least a decade and I’m continually impressed with the quality of the products, fast delivery, and service when I’ve needed it.

I discontinued my shopping on this site about a year ago. If you want something in the standard shipping time . Forget it! So my wife, not knowing my history here, ordered all weather cushions in May for all our outdoor furniture. We received some in July and still are waiting for the rest. Order was over $4,000. Do you think we heard from them about the delay.. Nope! The rest of the order will come about a week before we store the furniture.Never again guys!

Do NOT get their credit card!!! Huge mistake! Despite the fact that I have canceled my card FOUR times, complete with confirmation #s AND a confirmation letter from them, they have repeatedly reopened my account without my permission and added on junk fees with absolutely no explanation. Total ripp!!!

I’ve bought items from Frontgate for several years. Although their items are pricey (maybe overpriced), each item has been of good quality. I have kept everything I have ordered. Their customer service has always been helpful. My most recent purchase was 2 outdoor chaise lounges. They’re beautiful.

ordered 2 sofas that i waited four months for. five delays in that time frame for arrival date. after four month, the order was completely cancelled. wanted two replacement sofas sent to me that were actually in stock (because hello trust issues with them at this point). i also wanted the same exact pricing. the issue was not handled or dealt with. afraid i may have to spend money elsewhere. the worst part might be, they simply didnt feel bad or seem to realize not having furniture after moving with a family for 4 months then cancelling is a huge inconvenience.

Missing items. Would not send them out since I used PayPay. Credited me wrong amount. Now will not send me correct items at sale price of my original order since they have an incorrect record of what is missing.

I purchased a vanity from them in March, and it was delivered in the box. As soon as I opened the box, I could see that it looked nothing like the product I had ordered. I immediately called Frontgate and was told that I would receive a complete refund and that they would waive the shipping costs. They did not waive the shipping cost, and it was $478. I would not recommend anyone do business with this company. They are not customer friendly at minimum, at worst they are con artists!

Deceptive pricing. When most websites mark down an item — and it’s the price that is listed with no need to enter a special code — if you also have a promo code for free shipping or 20% off, it applies. Of course, most websites limit you to only one promo code — they cannot be combined. Fair enough. Others will tell you that promos codes don’t apply to sale items. But without telling you upfront, Frontgate treats ANY price reduction as a “promotional offer” — even when there is no code to put in to receive it — but a pop up window still entices you to sign up for texts or emails to get a promo code for 20%. If you try to use that one single promo code, when you add the item to your cart its price goes back to its full price. It does not state anywhere on the item description that it is not eligible for promo codes.
I called customer service and they are telling me offers cannot be combined. I’m not trying to combine it with another code! I am trying to use one special offer on an item that is marked down. This bait and switch practice is misleading and does not follow the norms of other online retailers.

I'm relieved that I haven't yet placed an order. I'd love to try their towels. I put a dozen in the cart, but I just can't get over how expensive the shipping is. Why isn't shipping free if I spend more than $400? And the goods price goes up when they offer free shipping! It's absurd business! And after reading these reviews, I'll make sure they never get my business!!

The patio umbrella I ordered was on Backorder for 3 months, but other than that everything else was fine. I like the product.

Ordered patio furniture four months ago. It still has not been delivered despite being billed for it on my credit card.

I am so disappointed in the customer service from a company that is supposed to be one of the best. After purchasing several patio items with a new customer 20% discount, the next day I received a text coupon for 25% off an free shipping. I contacted the company to see if I could take advantage of one or the other, or at least get the free shipping. They indicated if I sent them the coupon, they would do that. After a week of back & forth runaround communication ( which could have happened in one day if they had responded more than once daily) they then said I was communicating with them through a different email( as if that mattered with the order # and the same phone number. I asked that they bump this problem up to their manager and have waited, hoping I would hear back. Very disappointed in this company and how they handle what could have been a good customer over a few hundred dollars. Will not be purchasing from them again!

I ordered a teak outdoor dining table and chairs. I spent $6000. I am giving an extra star because the table and chairs are excellent quality and we are happy with the products. However you can get nice teak furniture elsewhere for the same price or less. You assume good customer service when you order from Frontgate and this is where they are lacking. We received a call from their shipper that They could only ship to us on a Wednesday. We explained that this is a weekend home and we have to work and it would be hard to take off on a Wednesday to wait for the furniture. They refused to budge on the day. We notified Frontgate to see if they could intervene and try to get delivery on a Monday or friday. We received an email that Possibly was written by a 10 year old.. The person basically said "sorry to hear you have a problem with our shipper. We have no control over the shipper" . The email was signed "Patches". We immediately wrote back to customer service to ask them what kind of email that was and and asked if we could speak with someone who actually was experienced in customer service. We received a very nice email back from someone who said that we would be hearing from a supervisor within 1 to 2 days She then offered us the option of canceling our furniture. It is now a week later and we have never heard from a supervisor Frontgate has lost our business. Restoration Hardware, Pottery Barn, Joybird, among others, will be our go to from now on

Frontgate is a bad risk to purchase from: about a year ago, a new bath towel selvedge started to fray and when I called & I asked them if I needed to send proof of defect they said no and replaced the item right away. Great. But the big expensive stuff like umbrella parts....not so good. Most of the time, the CS reps just don't want to deal with anything complex, so they fluff it off. Today, I spoke with Cana, a very helpful CS rep who spent the time to research the purchase and I've been promised a return call from parts. We shall see if I actually hear from them. Frontgate's problem is they don't make ANYTHING, they are just a big expensive reseller that boasts of quality and uniqueness but doesn't back it up. One should carefully consider the aggravation issue when ordering from Frontgate. Caveat Emptor.....
Later the FG CS dept emailed me that "due to confidentiality agreements, they won't give out the manufacturer's info" and they won't sell to the public - of course FG won't provide the parts either. So, buying anything from FG is a poor risk.

ABSOLUTELY THE BEST customer service I've had in any category in the past couple years. Shamra was extremely helpful, empathetic, FAST, thorough and wonderful. I am so confident purchasing things at Frontgate knowing that I will be wonderfully taken care of should my items not be perfect.

100' Retractable Hose Reel
Item # 144861. I've had my current reel for less than two years and have brought it inside during the winter. They have major flaws that cause internal leaking, which Frontgate has informed me is not repairable. I sent them pictures of the exact part that is leaking, and asked for a replacement part. They would not provide a replacement piece, and haven’t offered to replace the reel itself. Essentially, they’ve told me I’m on my own. If you buy this, expect to get just a couple years out of it before it needs to be replaced.

Called for 3 year old purchase, Real person answered within 30 seconds, 30 more and my order was pulled, part was found and offer to replace was made. Hasn’t happened to me in a loooong time. Wish the rest of corps would follow that for customer service!

I rarely write reviews, but boy is Frontgate's customer service lousy. I ordered almost $180 worth of towels. Then after ordering, some items became backordered and would have a ridiculous wait time. I was able to cancel the order on those items, but they wouldn't cancel the others as "they had already shipped" Yet I had no tracking information and it will cost me $9 to return. The two different women I spoke with, Pam and Jennifer, could not have cared less. Shame on me for not doing my research. Will NEVER order again!

Customer service agents answer the phone so unprofessional .( How can I help you? - no mention of the store they work for.it is bizarre).ordered a holiday rug Oct 2021.it got pushed back 3 tunes in delivery!! Come Feb 2022 it was to be delivered. The rug was marked as delivered but it was not.my ups guy told me to contact them so they could file a claim and investigate. They were unwilling to help me at all. And I can't get another rug because they are sold out of my initial. Other companies look into these things for their customers. Very displeased.also ordered a dog residence and it came damaged,, used and missing parts. Gone down hill in all areas

While they ship quickly and on time, Frontgate is not set up for return of large items and it took 8 weeks to arrange pick up of 8 x 10 rug. When I didn't hear back, I kept calling until finally it was picked up by an outside delivery company. Now the refund will take 3 weeks until it arrives at their warehouse from the outside delivery! Customer Service is uneven and some agents are knowledgeable while some are not. Being an interior designer, I purchase from RH, Crate & Barrel, Anthropologie often and never experience return issues like this.