BEWARE of Excessive Fees Have been looking for counter height stools and found some I liked on Frontgate.com. After much thought I decided to go ahead with the purchase even though there were pretty expensive. When I went to check out I realized they were charging an extra $20 handling fee for each $200 stool. That plus shipping put the total price over the top for me. I just felt like I was being ripped off, $20 handling fee for each 26" bar stool, that is excessive. I looked up the closest store and found that I wouldn't be too far from the Westgate Ohio store next week so I asked via chat if I could pick them up at the store. I was told due to COVID they discontinued store shipping, after questing that I was told they don't ship to Outlet stores anyway and I could call the store and see if they had any... To me the poor customer service on top of the excessive "handling fee" made the decision to find something elsewhere easy. I don't thing you can find anyone charging "handling fees" these days. I just purchased a 125 lb cast iron sink and pare of our remodel and it was shipped to me for free. read more

Don't make a mistake on your order or it will cost you $$. I had placed an order online for a rug and called 12 hours later to change the size. My credit card was charged twice for both rugs. I called to ask about the credit for the rug I originally ordered but didn't need and was told that I would be charged $38.97 for a return fee! WHAT?? The item hadn't even left the warehouse! Apparently, as soon as you submit your order, you are stuck. I complained enough to get the shipping credit back, but I will never order from Frontgate again. read more

A real headache of a company to deal with, unfortunately! Over a period of two months we have been dealing with processes related to product exchange and return/refund. The piece of furniture we ordered was nice overall but defective, and we expected better for what amounted to a $3,000 purchase with taxes and delivery charge figured in. Frontgate promptly offered a refund or replacement, so we first opted for a replacement item. When that arrived damaged, we gave up and decided to return the original piece for a refund. That process took several phone calls to arrange the pick-up, and now two weeks after it left our home we still do not have our refund, with the company citing that they've not received the piece yet in their warehouse. As far as I'm concerned that's an issue between Frontgate and the shipping company, and is not a valid excuse! They should easily be able to confirm the item was picked up and in the noted condition, and if they can't, shame on them! read more

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! read more

We have always purchased Christmas Decor from Frontgate. Always pleased in the past, but we definitely ran into tons of problems when ordering a Christmas tree this year (2020). We received a defective tree. They did replace the tree, but the delivery of the new tree took over 3 weeks and we had to call and keep track of when it would arrive. We started this whole replace the tree process on October 14, 2020. They did not email a tracking number, I had to call the shipping company myself several times, and it was stuck at the delivery company for 2 weeks on a dock. They do not use UPS or Fed-ex...ugh!! Once we got the tree ( a week before Christmas) . They did not reimburse us for the returned defective tree as promised by customer service! So we are now in a dispute battle, getting my credit card company involved over charging us twice for a Christmas tree. A nightmare! read more

I have only bought one product from Frontgate and while the design in theory is great, the quality is awful. I purchased the ez-bed as it offers a queen or king size air mattress which is on legs so its full height. It has a built in motor and zips up into a case on wheels so while it is heavy, its easy to maneuver around. Sounds great.... but the reality is that it has too may parts and lots that can go wrong. I used my bed on 6 occasions over a year and it started leaking at one of the join points where the mattress attaches to the metal frame. Even though Frontgate supplies a patch kit, the join is inside the mattress and cannot therefore be fixed. There are approx 15 joins so a low quality build means there is a big chance it will go wrong as mine did after 14 months of limited use. The real issue with Frontgate is their lack of stock and I have to wait a month for a replacement at a time when I need to use the bed. The quality of the product and lack of stock deserves no more than 1 star. My suggestion is go with a company who can support their products and if you are buying the ez-bed, buy something with less moving parts and joins. read more

Even one star is too generous. This company is horrible I ordered $4000 armoire. Delivery company they hired have destroyed to my brand new hardwood floor and the armoire. I received no help from Frontgate in dealing with the damage. Both Front Gate supervisors Billy and Goldie were pleasant but unmotivated to help. JB Hunt poorly repaired damaged piece and try to redeliver after Billy assured me that I'll receive a new piece. JB Hunt was scheduled to deliver last week between 10-noon. and then the day before they would change delivery window without my approval to 12-4pm. I had to reschedule again. I chose 8-12 window. Driver arrived just after 8am. I told him I'm down the road racing back after dropping kid to school. We paid $500 for white glove delivery and they refused to wait for me 10 minutes. I asked Driver to start unloading the armoire and unpacking it, but when I got home, the truck was already gone. Again no help from Frontgate. This is not the same company I used to buy from for years. After two months of struggle, I canceled the order. This is far from what I expected from high end company that charges $500 for white glove delivery. read more

I would rate it even lower if I could....absolutely Horrible customer service. Tried for 3 days to order a personalized recipe cutting board and nothing but FRUSTRATION! Was on hold each time for over 20 minutes, no one knew how I could see the personalized item prior to spending $250....one rep put me on hold while she contacted a supervisor then they DISCONNECTED ME! I don't typically write reviews but this was an abysmal experience. With their prices it should be exceptional! I will never recommend or buy from them again. Found another site...Personalized Mall from Illinois that was way better in price and service!!!!! read more

Wow. Go to Walmart for better quality. Just got my 6k outdoor sofa in. Horrible quality.

Delivery took much longer than estimated. Once the delivery company got the items, they were booked out for more than 2 weeks, so my item sat in a warehouse for 3 weeks. 2 Attempts at delivery and each time multiple aspects of the products were damaged!!! Customer service at Frontgate is terrible. Often times you wait for 20+ minutes to get a supervisor on the phone. I am a long time Restoration Hardware customer and it is clear that they blow Front gate out of the water in regards to quality of products, customer service, support and delivery experience. This is the hand-sown the last time i will shop at Frontgate read more

Placed my order on Nov 15th for a Christmas Wreath. On Nov 18th, I received a call stating that the order I placed on Nov 15th was in back order with no ETA. I told the lady to cancel it. After 15 minutes, she said it was cancelled. On Nov 29th I received an email stating that my order was on its way. I called and I was told that the package was already out and I would return it. Next day I checked and the package never left until 10p. Called back and told Tiffany the Supervisor, to stop the package. She called and rerouted the item. Called back on Dec 15 to check on my refund, the package was sitting somewhere and never processed. Dec 19th I received my refund. This Company is in need of serious reorg. read more

I have had a horrible time dealing with customer service. I called to try and change my shipping address as soon as I realized it wasn't being sent to my home address and the operator assured me we caught it in time so as not to be delivered to the wrong address. Next thing I heard it was delivered to the wrong address. When I called to she how this could be fixed (it went to an address I no longer own) I was told to ask a neighbor to go get it and take it to UPS. I knew none of the neighbors each neighbors property is 20 acres. I called Frontgate again to correct the address as I see they still had to bad addresses for me, they claimed this time it was fixed. Last I looked it's still wrong. They have the worst customer phone and web service. read more

The chair I ordered arrived in timely fashion. It is substantial and just what I needed. The price I am paying is outrageous. The dollar amount wasn't bad at all, but the aftermath is intolerable: I expect the daily emails can be brought under control by getting a better junk mail filter than the Mac mail client provides. But my entire system is saturated with Frontgate ads. The Yelp page on which I am posting this comment, news, weather, EVERYTHING is saturated. I'll try to ferret out their cookies, but I am really annoyed. Be warned. read more

5 years ago, due to front gate being a 3rd party vendor, promised to never order again. Broke my own promise. Ordered a framed wall map 10/10. Still don't have it. Tracking info was wrong, called customer service 4x, was told someone would be in touch, no call back, finally put in touch with the shipper. Was told it would be another week..hopefully. I own a business. The company is set up to not give transparent answers or make their website user friendly so you don't have to call them. Buyers beware. read more

TL;DR = Don't plan on ever getting support/replacement parts if yours isn't the name on the original order. We received a bedframe as a gift. While the beframe was awesome (Marchand Upholstered Bed Frame, and hence the 2 stars), the hardware and center support post was misplaced by our movers. I contacted Frontgate support, and no one would help us purchase replacements because our name was not on the original order. No other company behaves that way. I can buy replacement parts from Ikea, Toro, Newegg, etc. read more

I will never use Frontgate again. I have had problems with their delivery service over the years. The first time was several years ago, and I was having outdoor furniture delivered to my roof. I talked to several different people, at several different times, to make sure they would deliver the furniture to the roof, and put the furniture together. When the furniture arrived (in pieces), they refused to bring it to the roof, and put it together. Recently, I ordered outdoor furniture. They never called for a delivery date or time. when I called Frontgate today to try and track it down. I found out it was being delivered to my empty house today! I am not home. They gave me a number to call, after 20 minutes on hold, I gave up. I hope the delivery service will at least get the furniture through my gate, and into my yard. read more

What should have been a simple return and refund for a defective large dollar item has turned into a nightmare. Item was returned & verified via Frontgate's own trucking vendor but Frontgate believes they never received it. Frontgate is wasting my time and theirs fighting this refund but they won't take the time to review the delivery receipt from the trucking company. Dealing with their customer service department is hopeless. read more

Customer Service Falls Severely Short of Expectations We ordered a very expensive outdoor furniture set that molded before we had the chance to use it. Although the furniture was ordered in June 2018, we did not receive our purchase until mid October of the same year. Minimal communication from Frontgate and several phone calls later we were finally told that the items were backordered. Summer was over once all of the pieces were accounted for, so we covered the furniture (with covers purchased from Frontgate) and stored them under our covered patio. As we readied our patio for spring 2019, we were shocked to find our teak furniture was covered in mold. Furniture that was advertised as being professionally treated to withstand the elements even without cover. Customer service representatives could care less and sent us through a series of email and phone call exchanges before finally acknowledging the 10 year warranty that comes with purchase. In the meantime, we were accused of failing to properly protect our purchase and given a lesson on how to care for teak. How condescending! They've lost us as customers. read more

Had a gift card here and struggled to find something that 1) we wanted, and 2) wasn't ridiculously overpriced. We settled on a set of white sheets because we figured they couldn't be damaged during shipping. We were right about that, but wrong to think they'd arrive without any issues. The sheet had a giant rip in it right out of the packaging. Avoid this company if you can. read more

Frontgate - Huge rip in brand new sheet. - Home Decor Near Me - Charlotte, North Carolina

After retunning two items unopened in original boxes, I was issued two checks for $59.67 each, which i thought were refund checks. Unnoticed was an expiration date of one year from the date of issue. Making an inquiry, it was explained to me that two checks were actually "gift certificates," and not refund checks because the items were returned after 90 days. The fact that the items that I returned were still featured in Frontgate's then current catalogues didn't matter. So, Frontgate ends up with two hose reels in perfect condition which they no doubt resold, and my $119.34. And I end up with nothing. Bad policy, Frontgate. You won't get any repeat business from me. read more

In my experience Frontgate misrepresents their items online. Everything I had ordered arrived either damaged prior to shipping or not as photographed online. The quality aside from that is very poor I'd say it looks like it's made in China but that would be an insult to Chinese craftsmanship. I honestly believe you'd find better quality and service in Walmart or Target. The million marketing emails they said offering everything at 40% -50% is a testament to how over inflated their everyday price is. This just cheapens an already cheap product. read more

I have ordered from this company for years and find them to be very professional with high quality merchandise. Also, have had to return items due to color or damage ( exchange) and have found them super easy in handling any issue that has risen. Was shocked to read the negative reviews and just wanted to let everyone know my experience. read more

I am legally deaf. I always ask associates the questions, and I would repeat the answer they give, just to clarify that I understood correctly. The associate told me since I used a gift certificate for my order, a new certificate would be issued if my order was returned. I then returned the merchandise since it was not something I felt was worth the money. Weeks went by - I called and asked about my certificate - "we do not re-issue certificates" - so therefore I was out over $800 of my hard worked and hard earned money. That is wrong - no matter what, any item that is returned for 'store credit' should be issued regardless. Who has a rule, that if item is returned, certificate would not be reissued?? Cant reissue certificate for what reason? I have never heard of any business not issuing a store credit after a return. FRONTGATE IS A THIEF. read more

Have had an absolutely horrible experience with Frontgate and their shipping company JB Hunt. They have either cancelled or delayed shipment on two prior occasions and now working to try and get them scheduled for a third has been borderline impossible. Having been a frequent shopper over the years I will NEVER buy anything from their site again. Horrible Customer Service, Incompetent Shipping and Outsourced Company. The whole experience is an absolute joke and I will be returning product if they can't get it right a third time. Three strikes and you are out. read more

Terrible customer service and pricing policies along with long wait times to receive orders. Frontgate has the worst customer service that I have ever dealt with. I would not recommend Frontgate to family or friends nor purchase from them ever again. Take your business elsewhere to avoid unfair pricing policies, supposed sales or percentages off specials. read more

the products are wonderful but the packaging is a nightmare. If this is the length they must go to protect four chaises I purchased, then the plant is in trouble. First, the woven beauties needed to be unearthed from massive boxes we had to dispose of. Then came yards of wrapping with tight tape around the plastic and foam. It took about 45 minutes to unwrap each one. It was exhausting. I planned to purchase a dining set and more but changed my mind, deterred by the excessive wrapping for items delivered by moving companies. Honestly. read more

I ordered 4 chairs and cushions on 4/16/21. One cushion arrived a week later, and 3 cushions arrived 3 days after the first. One of the three cushions in the second shipment was the wrong color. To get it replaced, I have to pay for ANOTHER cushion, and when it arrives, take it to UPS for return and await a credit from Frontgate. The chairs were shipped at the same time, and after several phone calls, Frontgate claims they do not know where the shipment is. They charge premium prices, but their client service experience is horrific. read more

I ordered Frontgate leather dining chairs 9 years ago. My husband and I, plus guests we may have over, are the only users. We are slight of build. Over a year ago they started cracking and peeling, showing the fabric under structure. These are sold as LEATHER chairs. I've never seen leather deteriorate so quickly! It's not real leather, but apparently they spray leather particles on a fabric substrate, and that's what shows through on 5 out of 6 of my dining chairs. Very poor quality! I do also have 4 matching barstools, as well as 2 tall barstools. Those are in fine shape, so I'm not sure if the dining chair "leather" is the same as those stools. Poor, unacceptably wear for an expensive chair. read more

You need to understand this about Frontgate - it's expensive!!! It isn't in the "luxury wing" of Southpark Mall for funzies. That said, if you're in the mood for some severe retail therapy and you want something luxurious and unique for your home that you simply can't find anywhere else, then this is your spot. I love that they have nearly everything in store that they have in their catalog, expect for just a few of the furniture pieces, but they still carry many of those. This way you can see & feel what you're paying (dearly) for. They have the best doggie beds and on sale they're really a pretty decent value. This place really shines at Christmas, though. Pop in just for inspiration if nothing else. Their trees are VERY lifelike. There are a few (key word) reasonably priced items throughout the year and things that will make your friends say, "OMG, that is so neat, where did you GET that?!" It's not like I'm a regular here by any stretch, but from time to time it's a nice treat for something small, and of course catching the occasional SALE or CLEARANCE....ooooh i love those words...they make me happy!!!!! read more

Ordered an outdoor rug that was in stock, it took two weeks to ship and the trucking company J. B. Hunt made an appointment to deliver to my house two weeks later and gave me a widow between 1:00pm and 5:00pm and told me the driver would call 30 min ahead of the delivery! At 4:45pm I called the J.B. Hunt and the customer service person told me she couldn't get a hold of the driver but she would call me back! At 5:45 pm called J. B. Hunt again since I never received a call back and after being on hold for 15 min. I got connected and the customer service person told me they couldn't deliver the item that day because the highway was shut down and the next available date to deliver was in two weeks!!! I paid for shipping but Frontgate wants to make money on the shipping as well and chooses lousy shipping companies to save money at the expense of the customers! This is a perfect example of why retailers are going out of business while Amazon is growing! Frontgate as lost me as a customer! read more

I have a new baby at home and very rarely leave reviews, good or bad, but I have had such a negative experience with Frontgate/Grandinroad customer service that if I can help one person save their time and money and buy elsewhere, it will be worth my time. Just DONT DO IT! The whole situation is too long to explain but basically items showed up damaged, several calls and attempts to return them, they never picked them up and now I have $600+ worth of basically junk in my home because customer service double charged my credit card and deemed their mess up as my problem. I have a new home and buy A LOT of things and this is by far the worst customer service I have ever experienced in my entire life. Do yourself a favor and go to the dollar store if you want junk in your home and want to spend hours of your time talking to a wall (several walls at that). read more

My call to your call center started as a very disappointed customer that had the intention of cancelling order ( W9297476 ) outright due to the shipping cost of $389.00, I had somewhat of an issue of paying the $15.00 oversize fee per item, however after completing my transaction I noticed the shipping cost was $389.00 both my wife and me were very disappointed to say the least... However things took a turn for the better as I speaking to your rep Ms Jeannette, whom to say the least was extremely helpful and very understanding. She did whatever was necessary to make this work. All the while remaining positive throughout out the call to the very end. People often take the time to complain, in this case it is only warranted to write this e mail to simply recognize Jeanette`s efforts, as well as the quality of your customer service reps. Jeanette I hope my appreciation makes its way to you " again " Thank you for the outstanding service your provided ( Hats off to you ) read more

DO NOT USE PAYPAL TO MAKE A PURCHASE THROUGH FRONTGATE!!! Had the worst experience EVER! Purchased a kitchen mat through Frontgate - they offer PayPal so I used it so that I don't have to retype all of my information and it's safely linked to my bank account. FRONTGATE sent me the completely wrong item - an outdoor mat. I was told they would have to pick up the wrong item and received it back at the warehouse before they could send the item I actually ordered. They picked up the erroneously shipped item, received it and refunded approx half of the cost of the item (not shipping). I waited for my originally ordered item to arrive like customer service had promised but it never arrived. After a couple weeks I checked in and they told me the item I ordered had not been shipped at all. I told them not to bother. The amount of frustration and my confidence they could get me the item I ordered is slim to none. They blamed the fact that I used Paypal, saying their hands are tied. They eventually refunded the full amount, but the amount of time and effort for NOTHING is beyond frustrating and disappointing. Especially from a prominent, higher-end catalog that's been around for decades. Beyond disappointed. Order from Amazon instead! read more

Horrible experience with outdoor furniture order. Ordered palisades outdoor furniture totaling over $7,600. You'd think at that price customer service would want to be helpful. The items were delayed 5 times, the last time only the corner of the couch was delivered with no sides and no estimate when the others might arrive. Later in the month I received an email with no explanation telling me the order was canceled. I had to deal with the returns and then wait a month for a refund, which was short over $1000 then had to call again and was told they were charging me for the return shipping..... Never Never Never again. Still on hold trying to get the full amount refunded, If i could give this company a negative 10 stars I would read more

If you order from them keep in mind, that most likely it will be delayed over and over again then once received pure disappointment. It's over priced and the qualify and specs are way off. I am still waiting for my credit card to be credited and it's been over 5 weeks since the return. I will not be ordering from them again! read more

Cool stuff. The only problem is none of it is actually available. We wait six months for an in stock order and then, hilariously, when it arrived, came with half the boxes. I've been patient but this is just plain terrible. read more

I have used Frontgate in the past with reasonably goos success. I preferred a fire-pit for my wife for her birthday. It came in on time but was terrible quality. They shipped me another one, which was good quality but it didn't make in time for her birthday. I had already ordered an outdoor furniture set for her Christmas present. It has now been delayed three times and supposedly ship on December 28th. When you speaker to customer service, they can only tell you the project delivery date. No one knows where the shipment is or whether it will arrive on time or not. They blame it on the Covid but I believe they just don't know what they are doing. I'm done with them. read more

After 5 months, the garden decor I ordered for my sister was finally delivered. The product itself is beautiful; the process to get it to her was ridiculous. There were numerous delays in product availability, payment errors, and a complete lack of coordination and communication on Frontgate's part. My sister received her April birthday gift in September, and today I got a call about another delay in shipping. Apparently, the customer service rep had no idea the order was complete. It's difficult for me to believe a high end brand provides such lackluster service. If the product itself wasn't great, this would be a zero star rating. read more

Absolutely worst company- don't ever purchase anything from this company. If you have and need to return anything they send you a gift certificate instead of refunding credit card or form of purchasing items. Plus- if gift certificate expires they won't honor extending it. So now that I've paid for a item and they've received it back they get my money entirely! read more

You know when they say when something goes wrong- everything will go wrong? That is the case with Frontgate. I have never had to write a negative review but this company really needs help after I have had multiple conversations with them. I hope that the next customer has much better luck than I have had. The worst part is that I have spent a total of almost $3000.00 in the last 6 months so please hope that I get what is owed to me and not a gift certificate for a future purchase that I just received. read more