Frontgate

Location :

5566 West Chester Rd, West Chester Township, OH 45069, USA
Added by Jopie, at 31 August 2016

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• Anynomous

  16 November 2017

  Best customer service and great prices!

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• Anynomous

  17 June 2017

  I purchased a teak shower rack years (item# 40855) came to us all mold (defective wood). I reached out to Charles Jacoby their head guro (past contact person who helped me before) and he offered to refund that rack back, as well as send a NEW replacement (very generous). We have had the new rack packed up in our climate controlled garage (Frontgate blames us for improper storage, RIGHT) and recently about three months back pulled the new rack out and used it. The teak shelves were coming off after a few weeks (reaching for the shampoo bottle and it flung off) it was junky! I called the company and they arranged a return of the item, authorized a return label (requested a gift card and or replace the product with another). I used their pre-paid label and dropped it off at UPS. A few months have gone by (recently in 2017) and I called them to find out about the package (2 months now) and they were finally able to track the product, it was taken in on Jan 18th (from Elizabeth shipping manager at F.G.). She needed the invoice which was supplied in the package. I had misplaced the copy of the invoice but they did have the product back (confirmed). When I reached out to Charles Jacoby in Feb., he appeared willing to help but now he said I am out of luck on the item and they won't stand behind their own product warranty, FRONTGATE GUARANTEE: At Frontgate, our primary focus is quality. We guarantee that every product we sell will stand up to the supreme test - our customers' satisfaction. It does not sit well with us that they are keeping the product and no gift card and or replacement of product (per our request as well as arrangement we made well before we mailed it back to them). We feel very ripped off now! We reached out to their local BBB and after a few back and forth reports they basically dropped the complaint. If Frontgate had not agreed to take the item back in and not sent me a return label and not authorized to start that porcess it would be different. In our neck of the woods that stealing and it does not sit well with us that they never sent that item back and they kept it (broken or not). Lousy ordeal! They had a new manager contact us and she called in to get the matter settled and all she did was go over the same details and was offering no solution! I told her to call me back when she has a proper resolution and hung up the phone calling a customer to argue, who needs that. The original founder Paul Tarvin of Frontgate was outstanding! Since Frontgate's inception, the focus has always been on courteous, personalized attention, NOT ANYMORE. They are being run by whoever now and it's lousy with a higher end catalog company (image they want to be so prestine) to treat any customer this way. Sure if this happened to them they would feel ripped off too!

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• Anynomous

  23 September 2016

  OH.NO!!!
  
  I ordered a doormat from Frontgate - twice now.
  
  The first time was a gift for my mother. The item didn't come in timeso I called only to be rudely advised that the item was placed on back-order without my knowledge. They kindly advised me that they would not charge my card for the transaction until the order was ready to ship which was an additional month away. They charged my card the next day. I called and canceled the order as they just broke their word to me.
  
  My mother dropped a hint that she in fact did want that door mat. As I was redesigning my guest bath, I purchased two bathmats from Frontgate and after calling to ensure availability - ordered the doormat again.
  
  The bathmats came in the mail but for some reason, that damn doormat was on back-order AGAIN - Whaaaaaaat?
  
  I called again last night as it is past the back-order date and they advised that it will be a second month that this item has been on back order - twice this year already.that's some slow boat from China!
  
  Fire your logistics manager, in business - timing is EVERYTHING!

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• Anynomous

  07 September 2016

  Poor customer service for this company. Had an issue with a product. Can't get anybody at their customer service department to call me back

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