Frontgate Catalog

Customer contacted the president of Frontgate and our specialist emailed the customer.  Since there is an open claim with JB Hunt the customer must partner with trucking company for resolution.  We did escalate this claim to upper management within JB Hunt.  I left the...

customer a voicemail with my contact information and that she will need to work with [redacted] on the claim. Thank you, Lorece H[redacted]Brand Services Manager

Sent customer email informing I have submitted additional credit he was not awarded.
Mr. [redacted]
 
I received your dispute with the Revdex.com and I sincerely apologize your full credit was not issued.  I have escalated this request to be expedited for the additional credit of $60.00.  You should be able to verify the credit with your credit card company by Friday, 11/29 or Monday 12/1.
 
I do apologize this was not processed correctly the first time and for the inconvenience this has caused you.  If you have any questions, please feel free to contact me.
 
Thank you,
[redacted]
Customer Relations Manager
[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]

I continue to receive their catalogue.  This is just a stock answer from them.  5/30/17 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 representative contacted the customer and hera gift certificate for a portion of the purchase price of the tree since it was purchased in 2012.  Customer accepted.Thank you, [redacted]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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

A member of my team spoke with customer and reviewed offer codes.  Confirmed price for the barstools and customer placed an order and honored free shipping.
Thanks,
[redacted]
Customer Relations Manager

Our agent emailed the customer and sent a gift certificate.  We offer a 1 year warranty and the towel stand was purchased on 4/30/2010 and falls outside our warranty policy.  We no longer offer this item and due to our confidentiality agreement with our vendor we are unable...

to provide the vendor contact information. Thank you, [redacted]Brand Services Manager

Representative spoke with customer in response to an email to the president of the company.  Shipping credit was refunded and all items have been delivered.  Representative will contact customer on 7/27 to discuss next steps.Thanks,[redacted]

Our agent spoke with the customer, the correct stools were sent and honored the original pricing.  We are reviewing the interaction to better understand how this occurred. 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 have determined that this does not resolve my complaint.  I told Frontgate and their shipping company that I have no way to locate a company to provide an estimate to repair the table they damaged. Clearly, Frontgate is not willing to spend time to locate an estimator itself. I proposed that they simply pay me the replacement cost of the table: $1,200. I have not heard a response to this proposal.
Regards,
[redacted]

Spoke to customer 12/22, apologized  for experience and issued the rewards certificate.  Followed up this morning with the below email.  Mrs. [redacted], It was a pleasure speaking with you yesterday evening. 
As we discussed, I was able to issue the rewards certificate valued...

at
$300.00.  The number is [redacted] and will expire on 1/3/15.I am truly sorry for your experience when you called in and
spoke with a supervisor; I am still retrieving the call for review and
coaching.  If I can be of any further assistance, please do not hesitate
to contact me.  I hope you and your family have a joyous holiday!Thank you, [redacted]Customer Relations ManagerPHONE: [redacted]FAX[redacted]

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]

Spoke to customer who shared additional photos and honored the one year warranty. Thank you,[redacted]Brand Services Manager

Our agent left a voicemail for the customer.  Upon review of the orders, the customer was entitled to an additional credit of $421.75.  We issued the credit on 10/27/16 bringing full credit on order [redacted].  Order [redacted] was credited in full on 10/2/16. Thank you, [redacted]...

[redacted]Brand Services Manager

They would not honor the advertised price of the Rug. Price in my original complaint. I was offered Free Shipping.I will never buy from the Company again and rest assured I will never recommend the Company.It is very poor business, but of course they don't care for they have $$$$$$$$$$ and I am just a STUPID RETIREE!Please leave it in the Bureau as a Unresolved Complaint.

Spoke to customer, resolved with credit for missing pillows.  Reviewing interactions for coaching. Thank you,Lorece [redacted]Brand Services Manager

Spoke with customer and issued a replacement for damaged item to the corrected address and credit for item shipped to incorrect address.Thank you,Lorece H[redacted]Brand Services Manager

Our agent contacted the customer to share the credit was issued on 10/27/16 of $953.60, he also sent an email. Thank you,[redacted]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 find that this resolution is satisfactory to me.  I was very much impressed with their prompt response and resolution. Thank you for your service in helping get to this point!
Regards,
[redacted]