Frontgate Catalog

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontgate offered during the first delay to refund a $shipping charge, and to date, only $has been refundedI finally have the stools, and am not looking forward to another conversation with FrontgateAt this point it's simply not worth it anymoreThere seems to be NOTHING this company can do right, all the way, even on the second, third, fourt, or twelveth timeAmazing how they are in business!
Regards,
*** ***

Our representative reached out to the customer. The customer was able to resolve the issue with the credit card. Our agent sent the customer a gift certificate for the iinconvenience.Thank you, *** ***Brand Services Manager

Our agent contacted the customer and explained this was an error and there are no exclusions to the offer the customer was using. Our internal team made the necessary corrections and these items are now included in the promotion as intended. Our agent offered to place the
order on the phone, but time did not allow so he sent an email extending the offer. The customer will also be able to place the order online
Dear Mrs***,
Thank you not only for contacting us but for your time in
speaking with me todayYour feedback on how the promotions are presented is
truly invaluable and we will look into that furtherWhen we spoke I had
offered to assist you in your order and to utilize the promotion that had the
issuesYou were kind enough to accept but sadly time did not allow us to
complete the transactionIf there is a time, and number, that would work best
for me to call you, I will gladly do so
I sincerely apologize for this experience and am most
grateful for the opportunity to be of further assistance.
Best Wishes,
*** ***Thank you, *** *** Brand Services Manager

Revdex.com:
Frontgate caused me damage and then told me that there was nothing they could do about itThey told me "their hands were tied" and that I would have to try to get compensation from the delivery service that Frontgate employed to fulfill my orderFrontage did nothing to assist me even though I had no contractual relationship with their delivery companyYes, I was able to receive some monetary compensation from the delivery company but it took a lot of time and effort on my part to make that happenFrontage did not helpwould not helprefused to helpIt is a travesty that Frontage can take my money but then refuse to help mePeople should know this about the companyBe aware that if any of Frontgate's subcontractors causes you damage, Frontgate will not help youYou will be one your own. So, I still maintain that Frontgate did not fulfill its obligation to me
*** ***

Our agent contacted the customer and contacted the bank and we were able to combine the replacement ottoman within the promotion on the card. The finance charge was credited. Thank you,*** ***Brand Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I placed a $12,order with FrontgateI have not contracted with Frontgate delivery serviceI cannot request delivery dates or any action whatsoever of that serviceI have no standing with that serviceIt is a subcontractor of FrontgateFrontgate should resolve this issueTo require me to do the legwork to resolve Frontgate's problem with its subcontractor is unacceptableThe replacement cost of the table that Frontgate 'stole' from me and returned damaged is $1,I expect to be paid that amount by Frontgate
Regards,
*** ***

Our representative left a message for the customer and sent a follow up email. After reviewing the order details and notes, reissued the gift certificate.Thank you,Lorece H***Brand Services Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If
you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
Frontgate did contact me and discussed the matter with me. He indicated that a refund of $will be credited back my credit card which has not been processed as of yet. The acceptance is pending on the agreed refund posting back my account.Although Frontgate has agreed to the refund, it doesn't fundamentally address my concern as a consumer regarding their promotions. Frontgate's promotions are suspect such that a consumer could overpay by more than 15% within matter of days. In my case, it was exactly days where I happen to check. I find this practice troubling and dubious. The consumer has no confidence in shopping with Frontgate and knowing that they are getting a deal when they really are not.
Regards,
*** ***

On 11/sent customer email to confirm credits were processed. 11/sent customer follemail, credits will not process due to dispute with credit card company. Sent the below email. Unfortunately, I am unable to bring resolution without action from customer
**
***
I am following up on the status of your credit. We tried to process the below credits but due to the dispute you have on the charge on your credit card the credit will not process. If you would please remove the dispute with your credit card company and let me know once this is completed, we will be able to process your credits
Please feel free to contact me with any questions
Thank you,
*** ***
From: *** ***
*** *** *** *** *** *** **
*** ***
*** *** ***
** ***
I was not able to reach you by phone but I definitely wanted to connect with you regarding your Revdex.com complaint regarding Grandinroad order ***. I do sincerely apologize for all the inconvenience you have experienced with your Halloween purchases. In reviewing your order as well as charges and credits, below is what I was able to confirm occurred
Date
Charge/Credit
Amount
9/21/
Charge
$(total for order)
10/10/
Credit
$(Roses)
10/22/
Credit
$(Busts)
Can I please ask that you confirm with your credit card company that the credits were received? I appreciate in advance your time and patience in confirming these are completed
Please do not hesitate to contact me with any questions or concerns
Thank you,
*** ***
Customer Relations Manager
*** ***
*** ***
*** ***

Our representative reached out to the customer in response to the social media complaint for the same concern. She sent the customer verifying the refund was issued and received for the first item. She also discounted the replacement item 15% and issued a credit.
Thank you,*** ***Brand Services Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***

My associate reviewed and left message for customer. Due to processing customer was charged for items she cancelled due to delay in shipping. Customer was not credited the full amount and the cause for this is still under review. The credit was processed for the
additional amount. My associate left a message for the customer to advise the credits will be viewable in 3-business days. We also issued a gift certificate for the inconvenience experienced.Thanks,*** ***

Our team member Cathy left the customer a voicemail and followed up with an email This has been removed from collections and the customer does not owe Frontgate any funds. Cathy also processed a gift certificate for the customer due to all the frustrations. Thank you, Lorece
H***Brand Services Manager

I am currently working to resolve the issue at this time.*** ***

Our team member Charles J*** spoke with Ms*** and arranged for all credits to be issued. We have pulled the phone interactions for review.Thank you, Lorece H***Brand Services Manager

Verified credit issued on 8/for the returned items and replacement of defective clock. Thank you, Lorece H***Brand Services Manager

[A default letter is provided here which indicates your acceptance of the business's response
If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
You are correct but it took several calls and an initial wrong credit prior to the resolutionCharles was helpful in resolving the issues, your customer service manager and acounting were not
Regards,
*** ***

Our representative had email communication with the customer. We issued a credit on 3/15/due to the incorrect dimension of the candle and updated our website. On the customer's request, we removed her from our mailing list which can take up to days to stop receiving
catalogs. Thank you,Lorece H***Brand Services Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set
for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will be working with Frontgate for a resolution
Regards,
*** *** ***