Frontgate Catalog

Left messages for the customer, another today. Will close issue for now, but when customer returns call will reopen the issue. Thank you,*** ***Brand Services Manager

Spoke to customer apologizing for the multiple delays and notifications. The delayed bed did arrive 12/after complaint was filed. Waived shipping charges due to the delay and issued a gift certificate due to the experience.Thank you, Lorece H***Brand Services Manager

Our agent Charles J*** spoke with the customer and issued the refund for the brackets and did not require the return and return charges. We will also take steps to update the website.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 [redacted] and while it took far too long to resolve, this resolution is satisfactory to me. 
Regards,
[redacted]

Representative emailed customer with new order placed with vendor for replacement item.  The estimated ship date for the replacement is 8/21/15 on order [redacted].  Emailed information to the customer. Thank you, [redacted]Brand Services Manager
I am following up with you...

regarding you RevDex.com concern and I also left you a voicemail.  I do apologize for your
experience with Frontgate. I will be happy to assist. 
I am showing your replacement item 67829 BLA Paris 32in
Round Bistro Table is due to ship 08/21/2015.    I will arrange
for a Trucking Company to come and pick up Table with wrapping.  This
process may take a week. The Trucking Company will contact you to schedule a
pick-up time.  We hope that you continue to shop with Frontgate and we
value you as a Customer.Respectfully,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did receive a letter from the collections agency that Frontgate was stopping collections, so thank you for that.  I received an email that customer service had resolved the collections issue and that they fixed the balance due on my account, but that I would still need to call the dispute department to get my account in good standing.  I did that and was told that there is still an amount due and told me to reference [redacted].  I emailed Frontgate Customer service about this just today, I am hoping they can resolve quickly.  I also did not receive the $100 gift card, but I am guessing that it went to my old address.  I don't really need that though, would just like my account to be cleared.
Thank you!
[redacted]

Our agent contacted the customer and set up a replacement order, unfortunately, this came with the incorrect house number.  He set up a corrected new replacement order and verified the address to be correct.  Due to the continued delays issued the customer a gift...

certificate. Thank you,Lorece H[redacted]Brand Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Our agent left a message for the customer, they have been removed from the mailing list.  It can take up to 90 days for the catalog mailings to stop since the catalogs are printed in advance. Thank you,[redacted]Brand Services Manager

Our agent contacted the customer.  The credit was issued on 8/25 and was credited based on the pricing of each item, the customer was looking for the full credit amount.  Once our agent spoke to the customer, the issue was resolved. Thank you,Lorece H[redacted] Brand Services Manager

We identified a profile for Ms. [redacted] under the first name of Joiyce (with the letter i) which did not get suppressed when the remaining profiles were.  We have suppressed the address of [redacted] regardless of the name associated with the address.  We apologize for the inconvenience this has caused. Thank you,Lorece H[redacted]Brand Services Manager

Associate Rhonda called customer and mailed letter advising gift certificate was processed on 3/17/15 on order [redacted] for the amount of $100.00, # [redacted] expiration date of 3/16/16.Thanks,[redacted]Brand Services Manager

I received an update from JB Hunt, the trucking company.   I received a response from our claims group. They [redacted] her 2nd check for $1,200.00 to her on 12/26/15.  She signed for it on 12/28/15.   Her 1st check, unfortunately, was lost in the mail.   It mailed out on 11/17/15 but she never got it & we never got it back.     So we stopped payment on it.   She has been paid in the full amount she requested for the table.  Thank you,Lorece H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Good morning.  Thank you for the follow-up.  I am not sure which number might have been used  by [redacted], but we did not receive a phone call and we do not have any voice mail messages from her concerning this incident.  If she would like to leave a message, I recommend using###-###-#### rather than whatever number she may have used. We also do not own a [redacted] card and have not seen a refund on any of our credit cards – including the one we used for the purchase.  I am not sure who she may have credited with $100, but it was not us. To answer the questions directly:1.        Has the company addressed the issues of the dispute?  While it is helpful that she did acknowledge the printed coupon had the wrong date – it was caveated that she maintains it was inconsistent with the end of the promotional period.  Unfortunately, we can only go with the printed documentation we received on the certificate, and since funds were not restored to any credit card we own, I don’t believe it was addressed.2.       It was not addressed because we do not have a record of a phone call, voice mail, or restoration of any funds.3.       No – the company has not met the agreement they outlined in their response nor have they conducted follow-up to ensure the credit was applied to our account. We continue to be disappointed at how this seemingly simple issue is drawing out with Frontgate.  We have purchased a significant number of items from them in the past and like their products, but their failure to address this documentation error and to honor the documented certificate (that they printed) is baffling.  We appreciate the Revdex.com follow-up on this issue. Thank you. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company did nothing to resolve my issue until several weeks after I contacted them the NINTH time and filed a complaint with the Revdex.com.  They charged me for items that were never shipped and refused to credit my credit card for the full amount.  They have finally issued the credit after 2 billing cycles have passed, but they are not telling the truth about issuing a gift certificate to me.  I never received any communication of this and never received any certificate.  I have never experienced worse customer service from any company.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I agree with the replacement however; I do not want to close the case until I receive the Bar stool and have it for a few days as their products have been defective and I do not want to end up with damage goods.
Regards,
[redacted]

The company has finally done everything it promised me it would do, although it did take a lot of time and effort on my part. I am willing to close the claim on my behalf.  Thank You,[redacted]