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Business Profile

Catalog Shopping

Frontgate Catalog

Headquarters

BBB accredited business seal
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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Frontgate Catalog has 9 locations, listed below.

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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:10/07/2022

      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.
      I purchased $28,000 of outdoor furniture from Frontgate in January 2022. According to the website, I was to earn $1 in rewards dollars for every $1 spent and for every 250 rewards dollars a $25 reward certificate, which amounts to $2800 in rewards certificates to use toward future purchases. In August, I finally logged into the ******** site, because I was curious about how to use the rewards and noticed that some certificates were active but some were showing as expired. I have used one of the certificates, but I cannot access a record on either ********** site or Frontgate's showing how much has been used. Therefore, I do not know how much is owed to me. In my attempts to figure out what was going on, I spent an hour on the phone with ******** only to find out that the rewards are simply not working on some accounts. While on hold with them, I logged into Frontgate.com and saw in my order history that $1525 in certificates were shipped to me, which I never received.

      Business Response

      Date: 10/07/2022

      confirmed customer used ******** card on order not frontgate credit card. all rewards issued using frontgate credit card are correct.

    • Initial Complaint

      Date:10/06/2022

      Type:Billing 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 a rug on 9/12/2022. I had received a promotional email on 9/11/2022 naming and picturing the rug I had been viewing online. The rug was on sale....and still is as of 10/6/2022. The email promoted FREE SHIPPING ON ANY PURCHASE. I was charged $76.48 for shipping. I appealed via email and never received a response. I called customer service today and spoke to Shantay at Frontgate. She made excuses as to why she wouldn't price adjust....the rug was on sale already. The rug wasn't in stock. The rug was already on sale. I still have a copy of the FREE SHIPPING email.
      I am attaching a copy of the free shipping email, the screen that said free shipping, and my order confirmation.

      Business Response

      Date: 10/07/2022

      processed refund for shipping & handling due to customer.

      Customer Answer

      Date: 10/07/2022

      I emailed Frontgate customer service yesterday after my call with their service rep.  After I sent my email to them, I contacted BBB.  The service rep on the call said I would not be refunded.

       

      I received a favorable response this morning that resolves my issue.  I have attached a copy of the email I received.

    • Initial Complaint

      Date:10/06/2022

      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.
      I was a first time buyer, as I was trying to place an order the coupon code that was given to me by supplying my email and telephone number was being taken but the advertised price kept changing. I called CS and the rep tried several times to do the same thing, and said she could not get code to work she did not know why, but she would waive the shipping for me. Sounded reasonable. My CC gets charged 30 dollars more than expected.
      I go back in my account and see that I was charged the "original" price for my items and not the discounted items. So the free shipping was a wash with the higher prices charged. These items are still showing on website with lower prices. I call again and go around a very large circle. If you take advertised price and tax and no shipping which was the curtesy for coupon code not working, I was NEVER told it couldn't work.
      This is a bait and switch and an unauthorized charge on my CC. I would like the 18 or so dollars refunded

      Business Response

      Date: 10/07/2022

      PROCESSED REFUND FOR PRICE DIFFERENCE & EXPLAINED TO CUST OFFER CODES ARE NOT COMBINABLE.

    Frontgate Catalog is BBB Accredited.

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