Complaints
This profile includes complaints for Frontgate Catalog's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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.
Initial Complaint
Date:09/09/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
8 /8 24 shipped incorrect one refused a white couch said would ship a navy never did but no credit issued and no paper work completed in their systemBusiness Response
Date: 09/13/2024
A refund has been requested upon confirmation that the delivery company is in possession of this item.Initial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Hello,
I placed an order through Grandin Road's website on 8/3/24. The package was delivered to an access point 5 miles from my residence, even though it was supposed to be a direct delivery. When I was eventually able to go pick it up, the package was large and heavy and I was unable to load it into my car (a kind sales associate helped me). I've contacted both Grandin Road and UPS several times to see why this happened, and they keep blaming each other and neither have offered any support or how I can avoid this happening in the future. I'm not sure whose fault it is, but since Grandin Road contracts with UPS for delivery, I believe that Grandin Road owes me some sort of explanation or an account credit. I've been assured by both UPS and Grandin Road that someone will call me back after looking into it, but no one's done that. Thanks so much for your time and help. I've included the UPS tracking number below, and the Grandin Road order number is ******** .Business Response
Date: 08/23/2024
called the customer to discuss this issue. sending an email as a follow up.Customer Answer
Date: 09/01/2024
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:06/04/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Opened a credit card with the company to earn rewards on a large purchase we were making. Earned 3 certificates for future use, $500, $500 and $100. Was unaware and never received any notices that these rewards expired. They expired end Marc, end April and end May with no warnings or reminders the certificates would expire. Would like the certificates reinstated.Business Response
Date: 06/06/2024
Called customer to resolve the issue.Initial Complaint
Date:06/02/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Placed an order for items that were just shy of $6,000. Received an email stating that the item was on backorder, but the pending charge (which appeared on May 27) would remain on my account until shipped, then it would process. Well on May 31 I received a duplicate charge on my card, and thus had two separate pending transactions for just shy of $12,000. I called my credit card company to inquire and they informed me the merchant had run both transactions and they couldn't reverse unless I filed fraud and disabled cards. informed me the merchant had to remove in order for the funds to be available back to me.
I contacted Frontgate and was told they ran the first for approval to see if funds were available, which they were. Then ran a second one when they shipped. The FIRST problem is they never removed the original transaction. The second problem is that the items actually have not shipped, so I was lied to (more than once) as to the process here.
So now I have items never shipped, yet $12,000 in pending credit card charges on my account.
I have done a LOT of business with companies running approvals for transactions prior to processing, but have NEVER had one charge multiple times like Frontgate has here. This is total FRAUD and should be treated as such.Business Response
Date: 06/06/2024
Called customer and left a voice message. Followed up with an email. Verified that the authorization had been reversed on 03JUN24.Initial Complaint
Date:04/16/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Around March 3, 2024, I ordered the ******** ****** **** Bed in Queen size from the Frontgate website. I paid $3504.60 in total, which included delivery to the home (not assembly).
A third-party delivery company delivered the item to me on Wednesday, April 10th. The delivery team unpacked all of the items and removed the boxes. The items (headboard, footboard, and rails) were fine, except there were no assembly instructions or hardware to assemble. The delivery crew confirmed there was nothing in the boxes.
The crew left, and I contacted Frontgate by phone. The customer service associate was pleasant but stated that the hardware was unnecessary and everything I needed was on the bed. I highly doubted that, as this was a very heavy bed, but I asked for assembly instructions. Per my request, those were emailed to me promptly.
However, once I received those, I did, in fact, find that hardware is necessary for assembly (bolts, washers, and pins—there should have been at least 8 included for assembly). Thus, I immediately contacted Frontgate back via phone and was told that "someone should be calling me" about arranging a separate delivery for the necessary hardware.
That was six days ago. I have been sleeping on my couch because I cannot assemble this expensive bed. (I had removed my old bed prior to this delivery on the inaccurate assumption that such an expensive item would be properly delivered.)
Today, April 16th, almost a week after delivery, I emailed Frontgate to inquire about the status of the hardware. Tina in Customer Service responded that there was no hardware necessary to assemble the bed. I emailed back that hardware was indeed necessary (sending a copy of the assembly directions that I emailed showing bolts, washers, pins, and a wrench that should have been included.) I received no response to that email, although it's been several hours. At this point, I have no idea if the hardware is coming and if this bed can ever be assembled.Business Response
Date: 04/17/2024
Working with the customer to get her the missing hardware.Customer Answer
Date: 04/18/2024
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.The business has directly reached out to me, and was thoughtful and empathetic with their response. They also provided an expeditious solution, and I'm looking forward to having this resolved. It has been a pleasure working with them on this resolution.
Regards,
******* ****
Initial Complaint
Date:03/30/2024
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
3/30/2024
Please see the attachment letter for an explanation. Thank you.
******* ****** **** *** ***** *********** **** *****Business Response
Date: 04/04/2024
Working with the customer to get a satisfactory solution.Customer Answer
Date: 04/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
******* * ******Initial Complaint
Date:03/29/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
To whom it may concern, I purchased this item in May of 2023. The product started to warp and get damaged so I asked for a replacement. Almost a year later and four attempts to replace the product, I would like to be refunded and additionally compensated for the huge inconvenience.
With every replacement product, I had to wait weeks and sometimes months for it to be delivered only to find out that the product arrived damaged. The latest delivery was scheduled for today after waiting two months. Frontgate said they were having someone at their facility personally check for damages which was the cause for the delay. Well, today's delivery was the most damaged replacement out of them all and I had to wait two months.
Having paid so much for a product only to receive this poor level of service is so unacceptable. And according to the delivery drivers, they estimate 75% of Frontgage products to be damaged and say they have the most problems with this company. It's a shame because the customers end up suffering in the end.Business Response
Date: 04/08/2024
Following up with the customer to confirm she is in receipt of the proposed resolve.Initial Complaint
Date:03/27/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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 2/7/2024 I purchased a bed frame, with tax and shipping the bill totaled $2,103.74 Prior to the purchase, I had opened a Frontgate credit card as it provided a $50 bonus for new card members and $25.00 gift for every $250.00 spent on 'your next purchase'. The Frontgate representative also stated that these 'perks' would go toward the purchase of the new bed. I received my my bill and received NO discounts. Instead, I received a code to be used for any purchase between 3/10-9/30/2024. NO WHERE on the website **************** does it say discounts can not be used when making the current or first purchase. In addition, the Frontgate Rep said it would be granted when I used the card which is why I opened the new credit card to begin with. When addressing this with Frontgate, they refer you to the credit card company. When calling the credit card company, they refer you to the Frontgate. No one will take responsibility. Even the credit received makes no sense in the discounts given per rep iesha. I would never recommend doing business with this company based on the endless loop of frustration; never an explanation and abuse of one's credit.Business Response
Date: 04/03/2024
We are currently working out a solution with the customer.Customer Answer
Date: 04/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I felt that the Frontgate representative understood my issues, followed through with a resolution and stated steps in addressing a plan that might help prevent this with future customers. If not Frontgate, my experience with Ms ****** was exceptional
Regards,
******* *****
Initial Complaint
Date:03/19/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Frontage uses ******** Bank to administer its credit card. When I applied for a Frontgate credit card I applied as a customer of Frontgate, not as a customer of the bank. I joined because of an enticing credit offer. For each $250 spent, I would be rewarded a $50 certificate. Functionally, that is 20% so I made a large purchase and earned $1250 in rewards.
The rewards are only good for 6 months before they expire worthless (is that even legal in all states?). I marked my calendar to make sure I used the $500 coupon that was expiring the soonest, 2/28/24. However, Frontgate knows nothing about the certificates and refers all questions to the bank, ********. Community's website (uploaded) has failed to load for over a month, so I couldnt access my certificate and it expired and they wont honor it (and Frontgate says it's a ******** issue). I finally had the time to call a supervisor and weed through the customer obstruction stuff and find an alternate means of accessing my remaining certificates (the ones that hadn't expired) but they refused to reissue or honor the expired $500 certificate.
I am seeing a reinstatement of that $500 certificate (which I had to spend $2500 to earn, and was factored into my decision to spend that much).
It strikes me as unfair and deceptive business practice to have a website that refuses to allow access to the certificate and then claim the certificate has expired when I couldnt access it....Business Response
Date: 03/22/2024
A member of our team
reached out to the customer and confirmed the certificate was redeemed on an
order and the customer has not lost any reward funds. Feedback regarding
his experience with the card holding bank has been submitted.Customer Answer
Date: 03/22/2024
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. Specifically, they have pledged to use the issues I raised in my complaint for training and to examine the issues with ******** Bank. In addition, they offered a good faith gift certificate of $100
Regards,
**** ********Initial Complaint
Date:12/12/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 number ********, Purchased 3 ******* bar stools last year in Alabaster White/Creme Performance Linen Counter Stool in August 2022 for roughly $580.
I have only had this kitchen bar stool for a year.
Spilled water ( just plain water no chemicals) and the water stain on the linen changed colors and is brown , even when I have dried it with a towel and dryer right away.
We did not use any chemical and it was a simple water spill.
I have contacted the company asking if they have an issue with the linen and stains since it seems very faulty that a simple water spill will turn a kitchen bar stool to stain so badly.
I have contacted the company but they just stated that they will not be doing anything about it since it is not during warranty period.
I understand that it is not within the warranty period , but I firmly believe they are selling a faulty product with a bad linen, and it is not a cheap product ( almost $600 total for a bar stool and only a year of usage and just a simple water spill causing a horrible stain )
I have asked the company for any way to exchange or repair or refund but they only said it is not under warranty period.
I am very concerned with this faulty linen and product they are selling.
**** ********Business Response
Date: 12/19/2023
A member of our team reached out to the customer to share cleaning suggestions. We have created a replacement order and the vendor has suggested stain resistant products to prevent in the future.Customer Answer
Date: 12/19/2023
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,
**** ********
Frontgate Catalog is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.