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Business Profile

Catalog Shopping

Frontgate Catalog

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Frontgate Catalog's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/13/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 27, 2025, I placed Order #******** with Frontgate for six pieces of modular furniture totaling $10,609.07. Upon delivery, several items arrived in the wrong color, some were damaged, and the items did not match one another despite being sold as a coordinated set. I promptly contacted Frontgate to initiate a return and was issued multiple return authorization codes. I also refused delivery on some items due to visible issues.

      Despite my repeated attempts to resolve this by phone and the partial acceptance of returned goods by Frontgate, I have only received $3,091.81 in refunds to date. As of the filing of this complaint, one large item remains uncollected in my possession, even though it was assigned Return Code ******* and Frontgate previously agreed to retrieve it.

      Requested Resolution:
      -Refund of the remaining $7,517.26 to my original payment method.
      -Immediate pickup of the outstanding item associated with Return Code *******.

      Nature of the Complaint:
      This matter reflects a breach of contract and a potential attempt by Frontgate to delay refund processing beyond 90 days, which may constitute consumer fraud under state and federal law. The continued failure to provide a full refund for canceled or returned items—despite return codes and confirmed communications—may also violate deceptive trade practice statutes and fair refund policy regulations.

      Business Response

      Date: 06/20/2025

      Confirming with the customer the pieces needing to be picked up, if they haven't. Provided an update on the refund of $7,517.26. Left a phone message and sent an email.

      Customer Answer

      Date: 06/20/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      I have received no email or voice message/phone call from the company since the email I sent them on June 13, 2025. I have tried calling the 1-800 number and no service person answers the call.  In the past, my calls we answered by a service person who already knew my identity based on the phone number I was calling from, so I filed the compliant to avoid the claim that I was past the return period. 




      Regards,



      ******* ******

    • Initial Complaint

      Date:06/10/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Yesterday I purchased a rug (and pad) from Frontgate online. It was $611 for the rug (which was 10% off bc I used a code for text sign up.)

      Today, I logged on and it was 30% off one single item, so I dropped it in my card and sure enough the 30% was logged. But the original price today was $849. So they took their price yesterday and increased it by 30% so that's false advertising.

      It's not a discount at all.

      I called today and they said it's "due to the tariffs." They say they have the right to change prices at any time. But literally 24 hours later and citing it's a discount rather than just an increase in price?

      I'm an ex advertising executive, I have problems with this.

      Business Response

      Date: 06/11/2025

      Reached out to the customer that the retail price never changed for either promotion. The only price that changed was the promotional prices when applied, never the retail price.

    • Initial Complaint

      Date:05/29/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed May 9, 2025. In stock merchandise. Was told it would be delivered within two weeks via in home delivery which included removal from boxes and placement. This was an outdoor furniture order over $15,000. On May 23, 225 one item, a $5,000 fire pit was delivered on a pallet and the item and pallet were left unopened on our driveway. We opened the pallet and the fire pit is terribly damaged. We reached out to customer service and the representative said it should have been unwrapped, placed in home (in this case our back patio) and packaging removed. The propane tank cover was missing from order and the other furniture (couch and chairs) were not delivered. Customer service said they would look in to the issue and get back to me. My original email went out 5/23/26. The above response came back that day. Now, I followed up with an email 5/25/25, then another one 5/27/25, ANOTHER one 5/28/25 and added a voicemail on 5/28:25 and now I have sent 6th email, today 5/39/26 and a second voicemail since I have not received ANY responses to my follow up requests for an update! We want to know 1. When fire pit will be replaced. 2. When will they remove the pallet from our driveway. 3. Where are the other items in our order?

      Business Response

      Date: 05/29/2025

      Looking at the order, customer was able to get a team member while the original team member has been out on vacation.

    • Initial Complaint

      Date:05/23/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an outside door mat for my front door. 03/21/2025
      I have called and emailed Frontage NO ANSWER

      Business Response

      Date: 05/27/2025

      Reviewed the customer's order and saw that she emailed us on 26MAY25 and we were able to provide the shipping update to her.

      Customer Answer

      Date: 05/30/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,



      ******* *********

    • Initial Complaint

      Date:02/28/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 11, 2025, I placed an order for two night stands. Delivery was scheduled and the items arrived on February 19, 2025. Upon unpacking, same day, I documented one was broken and immediately called to report it. The agent was very kind and said a new one would ship out next day. It has been 9 days with no shipping updates. Note original order was delivered in 8 days. I have reached out to customer service several times and keep being lied to and pushed aside. I want the broken one removed from my home and a replacement sent delivered within a week with 100% refund for the runaround and lack of customer service.

      Business Response

      Date: 03/06/2025

      Initial contact made with the customer for a resolution.

    • Initial Complaint

      Date:02/16/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 11,2023, purchased a table for about $500 from Grandin Road.
      Purchase # ********. Item #******
      The table has 2 vertical cracks
      Pictures provided as needed.

      Business Response

      Date: 02/20/2025

      Customer contacted. Resolution in progress.

    • Initial Complaint

      Date:01/09/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 24, 2024, I placed my first order with FrontGate. I was looking for a wreath and garland and came across the Christmas Morning Collection. The Collection page detailed three items as part of the collection, as shown in the screenshots I took. The only option available was to add the entire collection to my cart, which I did, and purchased it. No where does it say items are sold separately.

      When my order arrived, I only received one item: a swag. Neither the wreath nor the garland were shipped. I immediately called the company and spoke to a very helpful representative who documented my case and assured me she understood the issue. She informed me that the wreath and garland were out of stock. I questioned where this information was displayed, as I couldn't find it anywhere that something was out of stock.

      While still on the call, she asked me to look for another wreath. I searched the in-stock wreaths, and the exact wreath I initially wanted appeared again in the collection. It was confusing to see it listed as in stock within the collection but apparently unavailable for purchase (and sold separately).

      The representative stated that I would receive a call within 72 hours, but no one contacted me. I called back at least once, and the customer service team saw the notes on my case, promising that someone would call me with a resolution. Yet again, no one called.

      This situation amounts to false advertising, and I have the proof in the form of screenshots and url. Despite giving the company multiple opportunities to resolve the issue, they have not responded.

      Business Response

      Date: 01/10/2025

      Contacted customer with a resolution.

    • Initial Complaint

      Date:11/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mom purchased an Aspen Pine Christmas tree from Grandin Road as a moving in gift when we purchased our new home. This year, some of the lights burnt out and these cannot be purchased anywhere else due to their design so I turned to GR for assistance, the first lady immediately sent me 20 more. I reached out this morning because I now actually needed more light bulbs and hinge pins and I spoke with G***** who informed me that not only do they not provide any replacement parts but that there is no warranty at all for my tree despite being told there is a two year. She refused to honor sending me replacement lights despite there being another person who had sent some and instead told me that they never have any replacement parts for my tree. She also told me that they never do. She refused to allow me to speak with a supervisor nor transfer me to a product specialist and instead said she would have them review. How can they possibly sell trees without anyway to repair them when they inevitably have something happen like a light malfunction or a branch pin go missing? Since they are alleging there is no replacement parts and lied to my face about it, I am seeking a full replacement of my tree since there are "no" replacement parts.

      Business Response

      Date: 11/26/2024

      Spoke with the customer to provide troubleshooting and replacement instructions for the incandescent mini bulbs that we don't stock. Canceled the 20 LED replacement bulbs that we do store but are incorrect for her Aspen Pine Flocked Tree. Sent her the hinge pins she needs as well.

      Customer Answer

      Date: 11/26/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included:

      1. I was not provided any reimbursement for the lights that have went bad as promised. I have now needed to purchase a light keeper pro in an effort to fix the lights that have been damaged. Due to the empty promises, the lack of communication, and the lies I have been told I am still requesting a full replacement of my tree at their cost due to their failure to provide honest and consistent communication to their customers. 

      2. I now have had two reps that provided me with wildly inaccurate information and the only recourse provided was a word document telling me how to replace my incandescent lights and then they are finally replacing my hinge pins.





      Regards,



      ****** ********

      Business Response

      Date: 12/13/2024

      Spoke with ****** and offered a resolve.

    • Initial Complaint

      Date:10/12/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The rewards certificates that Frontgate sends out are never valid. I received one for $50 on 10/11/2024 and have been unable to use it AGAIN!!!!!

      Why even send them out??? This is the 7th time this has happened to me. I use them based on your sales and this is another sale I missed!!! Nothing on the certificate states that I need to wait to use them!

      I hear more complaints about this program from other people.You don't even realize how many people you are losing!

      Business Response

      Date: 10/23/2024

      12OCT24 left a message for the customer. Followed up with an email explaining the Rewards process and its valid dates.

    • Initial Complaint

      Date:09/13/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      July 25, 2024, I was charged for two mailboxes. Obviously I don't need to mailboxes. I called the vendor and they gave me a refund for the second mailbox.

      Then six weeks later they charged me again even though I never received the second mailbox.

      They will not give me money back until I return the mailbox even though I don't have it.

      Business Response

      Date: 09/18/2024

      Spoke with customer. Clarified the charges and confirmed that he was not charged twice. Therefore, there was no need for a refund.

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