Buyer beware! Frontgate seems to be a shell company that aggregates products from "vendors". Therefore, Frontgate has little or no control of inventory, shipping dates or shipping methods. I ordered a Saber gas grill and natural gas conversion kit. Soon after placing the order I received an email from Frontgate with delivery dates. The grill moved from an initially promised November delivery to mid-December. The gas conversion kits was supposed to be delivered by November 24. The grill arrived unexpectedly on November 21--which was good. Today, November 25, I received another email from Frontgate stating that the grill would still be delivered in mid-December and that the conversion kit had not yet been shipped. The left hand of the company does not know what the right hand is doing. Finding the conversion kit on Amazon (with Prime delivery), I called customer service to cancel that portion of the order. All of my experiences with the customer service reps have been good, they just don't know anything, and are trained to tell customers that someone will get back to them with answers in 3-5 business days, after they contact the vendors. I'll bet that Frontgate screws up the cancelation and that I will have a protracted battle with their customer service department to get the purchase credited back to my credit card. I will not do business with Frontgate again, and strongly recommend that they be avoided. read more

I have had nothing but great experiences with Frontgate's ordering - which seems to be a bit different from others who have posted - but wanted to chime in with my experiences: I ordered a few times for work (yay, company paid!) and three times for personal things, and all were easy, shipping and delivery were quick (I did NOT have "express" service, just the regular 'ole cheap way of delivery) and the deals were great (first one for my home was a terrific and HUGE rug for my bathroom from clearance and the total price was about half of what I would have paid at Marshall's... and the quality is great). For those with bad experiences, take a look at their other reviews and see if they mostly tend to be complainers? Everyone has a bad experience here and there, but if they fail to spread the good, it does say something about their posts. If you want to know about their deals, sign up for emails and they tend to have 6pm-midnight GREAT sales on Sunday nights. read more

My girlfriend bought a patio umbrella online from this outfit in Summer 2016 which cost nearly $1000. After less than a year and a half of infrequent use, you could no longer crank it shut without superhuman strength. We were told it was already out of warranty. I opened up the crank assembly myself and springs and other parts shot out all over the place. I sent a request for a diagram of the inside of the handle. They replied promptly and courteously with a photo of the housing and the pulleys, which didn't help. I then sent this reply- "The photo doesn't show the cables, how to route the cables, or the springs, so is of no help. It merely shows the housing and the pulleys. For what these things cost, a lifespan of less than two years is unacceptable. I'm sure there must be a way to get it repaired. Please help me find it. 1) Do you have a handle assembly diagram so I can try to put this thing back together? 2) If not, is an entire handle assembly available? 3) Is there anyone in the Santa Barbara area who services these umbrellas?" That was in April of 2018. It is now late August of 2018. I have received no response. This leads me to the conclusion that Frontgate does not stand behind its products, even the high-end ones. Read the other customer reviews and you'll likely reach the same conclusion. We won't shop here again. read more

I placed orders for 3 items on different dates. The shipping time line is ridiculous! Each time it was delayed several times. A month for a doormat is not acceptable. Still waiting by the way. And getting a person to speak to about the status takes several calls. I am going to ask them to take my name off the mailing list. Why bother. They can't seem to deliver their merchandise. read more

After somehow being added to their catalog, I called to be removed and asked where they sourced my information on. They provided me with their corporate address to mail my request, and asked me to include a stamped self-addressed envelop and wait 2-3 weeks for a response, which I did. Well 6 weeks later and 2 additional phone calls, and still no answer. I'm assuming they didn't think I would bother to actually send in the request in the first place. read more

frontgate does get some nice stuff for Christmas which attracts me as client but it all stops there. Their customer service SUX!!!! i laways have to call then once i place an order on their site is not up to date with technology. Then the customer services ladies always are quick to say they cant help me..i have learned i always ask for manager i don't even discuss my issued with operator who picks up initially. I am major sucker for their outdoor fiber optic decorations.. (costco is playing catch up with this i have found few pieces maybe in different color at much cheaper prices up to 70% cheaper. Another thing this company tend to do is send you coupon code for discounts or free shipping.. they change the prices every week so at the end they still take the same amount of money.. since they are having their outdoor cushions on sale at this season i figured i would get it. their pillows never match the size as it listed so i have to go back and forth to get the right size and mind you i end up paying shipping.. its major headache if you have to buy replacement cushions for 8 par stool 8 dining chairs sofa love seat lounge ottoman.. from this point on im will just get new fabric and have it custom made which will cost me far less then frontgates back forth system.. why 2 starts? i would give then 1 star or even zero star if i could because i do feel like i am dealing with a shady company who is our there really rip you up. Since they have the nice outdoor stuff for Christmas they get a bonus star just for their selection read more

I love this store. Have been ordering from them for years and have always been happy with the quality of the product and the delivery. read more

I've ordered various doormats, radios and sundry home merchandise from this company. Nothing is cheap and their target audience are upper scale homeowners. As an example I've bought door mats on-sale for $60. What angers me is the company's dishonest discount code trick. I received an email asking me to complete a 15-minute survey including income, price of home, level of university education & other demographic data gathering. They promised a 15% store-wide discount as a reward and at the end of the survey, they sent an email with a code to use, good for the next week. Next morning I got an email advertising Free Shipping Site-Wide. Well, this sounded great and I started to order an outdoor carpet. When I went to put in the 15% discount code, it didn't work. the free shipping code didn't work. I called the customer service number and was told the 15% discount didn't apply to everything, and the site-wide free shipping was only for select items. I replied that I felt my time had been wasted completing their survey and that they should honor the offer of 15% off. Furthermore, site-wide free shipping should not apply only to a few select items. Jennifer customer service person said I could speak to a supervisor, but that the supervisor was busy and someone would call me back. I provided my cell and home numbers. Of course it's 3 days later and no one has called. Shoppers beware, this company misleads people with false promises of discounts. read more

This company goes by a few other names, Ballard Designs, 800-367-2775 Cinmar 531-603-1000 Cornerstone Brands 404-352-8486 These are only three of the ones I so far have uncovered. I know most people are not interested in how companies like this one abuse their information once we provide it to these corporations. I have discovered that this corporation is a tangled web of customer support centers that have limited information about the company. Even the call center that is located right upstairs from the CEO H R Harvey. When I was able to ferret out that Mr. Harvey considers the personal information you have to provide them in order to purchase there products is more valulble then the purchase itself I find that the business is not in the market place to make an honest dollar on the sales it makes. That the collecting and selling of its customers personal information is what Mr. Harvey wants above all else to me is dishonest and unethical even if his stated defense is other companies do it to. Bruce, read more

Have spent over 5k on their products this summer alone. The products are great. The customer service is atrocious. Rarely do they have the products we order in stock; in the age of Amazon.com one and two day delivery it takes weeks to receive orders from them; their phone room for catalogue orders is an outsourced boiler room and the "representatives" are poorly trained and represent the Frontgate brand in an embarrassing manner. We've given them multiple chances and they fail to improve. We're done. read more

Buyer Beware!!!! We purchased $1800 worth of holiday decor from this company 2 years ago and now each piece is defective. I called customer service to let them know all the lights and timers no longer functioned after such a short time (used a total of 71 days and stored in original packaging with batteries removed) and they offered me a 300 gift card. I would not purchase from this company as there are other retailers that will stand behind their products. I can tell you Frontgate does not!!! read more

I bought Millie Chest Sunshine from Grandinroad. The chest arrived by UPS with noticeable damage to the box. Inside the chest was damaged as well. Returned and called customer service. No apologies from the company. I reordered hoping the last experience was a fluke. The 2nd time receiving the item from FRONGATE same experience. Much more damage than the first delivery. There is no quality control. So disappointed with these 2 American companies GRANDINROAD and FRONTGATE from WEST CHESTER OHIO. Never again. Buyer be ware. Read the reviews before buying. UPS will deliver anything no matter what the condition of the box. read more

Although I've bought a lot of stuff from Frontgate, I'm about to give up. The company's customer service reps are given information to help the company, and its arbitrary deal deadlines make West Coast purchases difficult. Twice now, I've tried to buy several hundred dollars of items from Frontgate. Even though I was shopping online before midnight on the west coast, turned out the offer ($100 gift card) expired at midnight east coast. I left the items in my online 'cart' and a few days later, received an email from Frontgate asking if I still wanted to buy them. I asked that it be honored and got the runaround from customer service, including one who apparently didn't realize the time difference. Tonight, I put the kids to bed and settled in to shop online. Look at that $25 off deal from Frontgate in my email! But wait. It's 9:45 p.m. on the west coast and the deal expired 45 minutes ago on the east coast. I sent a note asking that it be honored. Not sure whether I'll get the runaround or just a clueless responder. Crate & Barrel, Horchow and Orvis -- here I come. read more

the 1 star is because i tend to like the quality of their umbrellas. But their prices are not good and their shipping dates are lies. What's worse is that when you call customer service, they often are not plugged in to prior conversations, as if they dont keep good notes on your records/phone conversations. So why do i keep using them? i like their umbrellas. other than that, i need replacement cushions for a 5yr old sofa set and seem to have no choice. They managed to really screw up the timing of the shipping of the replacement cushions. no compensation, barely an apology. But training customer service to honestly and properly respond would require some top tier training, given their amount of errors. Because of this, i greatly regret purchasing my outdoor furniture from them. Frontgate is what gives buying on line a bad name. I dont like writing negative reviews but i dislike weak customer care more. Supposedly, my new cushions should arrive today now (instead of early June). We will see.... read more

I think their store is great, their staff is friendly but the prices don't always seem to be as good of a deal as you'd think for some of the things that are pretty messed up and still have a large price tag. I miss when Improvements was a store in their complex. Their merchandise is quality tough and always kept clean. read more

Order Management, Customer Service, Product Quality = 0 Stars. If you enter an order on-line, and it never shows up, and you call Frontgate to complain, and Frontgate offers to cancel your order and enter a new one, don't let them. YOU cancel the order yourself. If you let them cancel your order and enter a new one, they'll SAY they shipped you both orders and you'll only receive one. And that one will be defective and you'll have to ship it back. Then Frontgate will charge you twice and claim you received both orders and they'll use the the exact same waybill number on both orders as proof that you received both orders. You'll be in dispute with Frontgate and your credit card company for 5 months before you get your refund. The item I ordered was over $750 so they charge me $1500 for one defective item and I paid that plus 5 months of headaches trying to get my money back. read more

Frontgate is really the back door to retail hell. They may charge premium prices for their products but their products are mediocre in quality at best. And there is simply no customer service whatsoever. This is the classic case of "Buyer Beware". Just read some of the other reviews and you'll get a much clearer picture of the real Frontgate. read more

You get exactly what you pay for. This outlet store here is even better as online or catalog shopping. I've been a Frontgate shopper for years and years and it has never disappointed about ANY item I've purchased. Yes, the price is high....but if you've got the home to support the outfit that Frontgate provides....money is just a thing anyway. My experience with customer service is been superb, I'm not sure if they recognize my name and account and treat accordingly or what, but I have always been pleased. read more

Wanted to comment on the Frontgate EZ inflatable airbed--cannot recommend them any longer. Had one for a number of years. It was the BEST airbed for guests--it looked and felt like a regular bed, easy to inflate, deflate and store. It had little bevels (pillows) all across the mattress, had legs and was bed height. We put a thin egg carton foam over it and made it up like a regular queensized bed. We were continuously told how comfortable it was--the best night's rest etc. It was never abused. One day one of the little bevels came unglued, then expanded into a gigantic bubble--terrible, unuseable, so disappointing. Took pics, sent it to Frontgate, they replaced the bed (for a fee) with a different model--one with crosswise bevels the width of the bed--not as thick or as comfortable, but okay. The instructions said it would lose some air initially until the the vinyl 'stretched'. We have used it numerous times, and it has yet to hold air (unlike our original one)--it has to be re-inflated EVERY nite before sleeping on it. Not as good (or as comfortable) as the original model, which did hold its air for more than one night's rest. Loved the original model--and we would be content with this model IF it would hold air. Having an airbed with legs is perfect for our senior guests and those with difficulty getting off a low lying bed. I was such a salesperson for them, unbeknownst to them. We used the original bed almost weekly for more than 2 years before having to replace it. We have had (and used) the aerobeds and had found Frontgate to be better than the aerobeds--unfortunely, we cannot say that any longer. I would not recommend the present EZ Frontgate beds--look for something else. read more

I purchased a mailbox with custom engraving and 5 bar stools back in March of this year. I received a plain mailbox with no custom engraving and the 5 bar stools several weeks later. After a dozen phone calls (for the engraving i paid for) leading into August and significant incompetence to complete the order, I finally gave up and asked for a credit on my account for the mailbox. The chairs I ordered did not fair so well either. Out of the 5, two fell apart in less than 4 months. I called to have them returned. I was told that I had to purchase two new chairs first, and when the new chairs arrived i would use the boxes to put the old chairs in, and they would be returned. I did as requested and ordered two new chairs (and was charged more money). One of which came damaged. the top corner of the wood was missing. I have spent a total of $1400.00 for chairs, and to date have no refund. Frontgate has taken little to no responibility for their errors. I am having significant difficulty in communicating with anyone in the company who can resolve this. Buyers please beware of poor quality merchandise, as well as company incompetence. I which I had read the reviews on this site before my purchase. I would not have purchased from this company. read more

Buyer beware! Low quality products at extremely high prices. When you pay Neiman Marcus prices for a product, you expect quality not something that breaks quickly, but just out of warranty. read more

The Frontgate saga continues. They received the 3 chairs per signed return. They have refunded only 2 chairs, as they misplaced the 3rd chair refund. Ok, we are slowly getting there. They did send me a complimentary $50 gift certificate for my inconvenience and their ineptitude. Some how that just doesn't work. I am hopeful to receive the final refund this coming week. LQ LR read more

I was happy with the quality of items I purchased (towels, rug) and sent some towels to my son. The package disappeared, and I experienced a nightmare trying to get a refund, even though I had already placed a re-order. I heard a different story every time I called in to customer service, and I think it should have been wrapped up in fewer than 3 weeks and six phone calls. read more

Beware of their promotions! Never received $100 gift coupon after making the requisite purchases. Though, there was record of coupon on their computer system. When I went to place an order, I was told coupon had expired. Company rep refused to honor coupon, even when told her that I had never received it in the mail or email, so how was I suppose to know expiration date?? Expiration of promotion in order to obtain gift coupon is indicated in catalog, NOT the EXPIRATION OF GIFT COUPON itself. Read fine print for promotions... even so, no guarantees...better yet, don't order from Frontgate. Business practices questionable! Interestingly, there's another reviewer from 7/09 indicating problems with promotional offers. Any company that resorts to these type of practices does not deserve our business. read more

I have been a huge fan of Frontgate and Grandin Road for over 15 years and have purchased most of my holiday, outdoor and pool items from them. However, after a poor customer service experience today with a defective Halloween item that they only wanted to give me half of the credit back for, I will no longer purchase anything else from this company. I would have replaced the item, but they did not have any more. I had already purchased over $700 worth of Halloween items, not my fault one was defective and they didn't have more to replace it with. Needless to say, their customer service dept, nor the supervisor, Rhonda, cared about my legitimate complaint, and were not willing to budge on making it right. Its a shame, because up until today, I had always had good customer service. Unfortunately, this supervisor who was assigned to help me with my issue, fell short. I was a GM in retail for years, and I would never have let a customer leave dissatisfied. Clearly she didn't care about retaining a customer, and they have lost one in me after this. Its hard to believe that they would allow $75 get in the way of a very good customer. I guess business must be that good that they no longer need mine?! read more

This company advertises very heavily with extremely expensive high gloss magazine-quality catalogs. They promise the best quality of everything. The pictures are seductive and alluring. The reality? I have tried to order items from this company 3 times and each time I was told the items were going to be delivered between 6 - 8 months later than the originally promised delivery date. Because they mainly sell items for outdoors and advertise heavily in March and April in order to capture people's dollars that they plan to spend for outdoor furniture and decor, one assumes one will get delivery by early June. Guess what? My orders that I placed in April were promised in May and then June and then August and then September. Finally I cancelled the order. It was easier to go to the local store. What a disappointment this organization is. Don't waste your time. It is a very aggravating company to deal with. read more

I ordered 4 lanterns from them in mid-May, specifically to capture the prominently offered (like, all over their website) $100 mailed-to-one's-home rebate for every $200 spent. I also used a free shipping coupon that I'd found in a newspaper. I am an accounting professional, and I scoured the website for restrictions and disallowances -- NOWHERE was there anything saying that, in essence, if I used the free-shipping coupon, the $100 rebate would be voided -- not before, not during, and not after the order. I am an accountant, and about as anal as it gets, and I know how to look for "rebates and discounts can't be combined," etc. If they had been honest, of course, I would have foregone the free shipping and chosen the $100 rebate instead. They were not honest. Sham practices, and dishonest advertising. I called the customer helpless desk, and of course, they refused to acknowledge that I was correct, and refused to budge. I am so angry, I am mailing back the lanterns and having them take me off their mailing list. I advise readers who may be "on the fence" about this company to steer clear. Not worth the risk, when there are so very many other, better, vendors in the shelter trade who don't choose to use deceptive advertising to turn a profit. read more