FRONTGATE Reviews

Ordered two sofas and waited four months with five separate delays. After all that waiting, they just cancelled the entire order without properly handling it. I asked for replacement sofas that were actually in stock since the delay situation killed my trust in them, and I wanted to keep the same pricing we agreed on. The company never addressed these concerns or made it right. Had to manage without furniture for four months after moving with my family. The worst part was they didn't even seem concerned about how big of a problem this created for us.

Misleading pricing practices. Most retailers let you apply one promo code to a sale item with no problem. But this company treats every price reduction as a promotional offer even when there's no code involved, then pops up windows pushing you to sign up for emails or texts to get a 20% off code. When you actually try to use that single code, the item price reverts back to full price. There's nothing in the item description saying promo codes don't apply. I called their customer service and they insisted offers can't be combined, but I'm not trying to combine anything, just use one discount on a marked down item like any normal retailer would allow. This bait and switch approach is deceptive and not how other online stores operate.

Glad I haven't ordered yet. Their towels look nice but I can't justify the shipping costs. Why isn't shipping free when you're spending over $400? And then they raise the product prices when they advertise free shipping anyway which makes no sense. The whole model is overpriced. Plus reading all these reviews makes me certain they won't be getting my business.

The patio umbrella I ordered was delayed for three months because of a backorder situation, but aside from that the experience was fine. The product itself is nice.

So disappointed with how they handle customer service. I bought some patio items using a new customer 20% discount, then got a text the next day about a 25% off plus free shipping deal. I reached out to ask if I could get one of those offers instead, or at minimum the free shipping, and they said to send them the coupon code. Then started a week long back and forth that should have been resolved in one conversation if they'd bothered responding more than once daily. They kept saying I was using a different email as if that mattered when I had the order number and same phone number. When I asked to escalate to a manager, nothing happened and I'm still waiting. A few hundred dollars in sales lost over a simple customer service failure. Won't be buying from them again.

I'm giving one extra star because the teak outdoor furniture is genuinely beautiful and well made, which is why this review isn't lower. However the customer service completely dropped the ball. I spent $6000 on a dining set and when the shipper said they could only deliver on a Wednesday, I explained it was impossible since this is our weekend place and we work during the week. They wouldn't budge on the date. When I contacted their team to see if they could help negotiate a Monday or Friday delivery, I got an email that looked like a tenth grader wrote it. Basically they said sorry but they can't control the shipper and signed it with what seemed like a nickname. I responded asking what kind of unprofessional message that was and requested someone actually trained in customer service. A nicer email came back acknowledging the issue. You can find quality teak sets elsewhere at the same price without these headaches.

Risky place to buy from. About a year back, a bath towel started fraying at the edge and they replaced it right away with no hassle when I called. That was great. But with the bigger expensive items like umbrella parts the story changes. Most reps don't want to deal with anything difficult so they brush you off. Today I talked to someone named Cana who actually took time to research my past purchase and promised I'd get a callback from the parts department. We'll see if that actually happens. Their real issue is they don't manufacture anything themselves, they're just a pricey middleman that claims quality and exclusivity but doesn't follow through. Think twice about ordering from them considering all the headaches that come with it. Later they emailed saying they can't share manufacturer information due to confidentiality and the parts people won't sell direct anyway, so of course I'm not getting the parts from them either. Buying from them is a gamble that usually doesn't pay off.

Bought a 100 foot retractable hose reel and it failed within two years even though I bring it inside during winter months. There are serious design flaws causing internal leaks that the company says can't be fixed. I sent them photos of the exact leaking part and asked for a replacement piece but they refused. They won't replace the whole reel either. Essentially they told me it's my problem now. Don't expect these to last very long before needing to buy a new one.

Quick shipping is good but the return process is broken. When I needed to return a large area rug it took 8 weeks just to arrange pickup. I had to call repeatedly to follow up and eventually an outside carrier picked it up. Now I'm waiting another 3 weeks for the refund to arrive once it gets to their warehouse. Some customer service reps know their stuff and some don't. I frequently order from Restoration Hardware, Crate and Barrel, and Anthropologie as an interior designer and I've never had return problems like what I experienced here.

Worst experience possible. They charged my card for an order that never shipped, then just cancelled it without telling me. Getting reimbursed became this whole saga involving multiple calls, faxing my bank statements like it's 1995, and dealing with tons of bureaucracy just to confirm the cancellation and get my refund. Completely done with them.