Frontgate Catalog

[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 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. 
[redacted]
[redacted]

Called customer at phone number listed, not in service.  1/4/15 emailed customer, no response.  Unable to locate customer by searching by name, address, phone number, or email address. 
Ms. [redacted]
My name is [redacted] and I am the Customer Relations
Manager...

with Frontgate and Grandinroad.  We received your RevDex.com complaint and I apologize for your experience.  In researching your
order I am unable to locate your order details with the information
listed.  Would your order be under any other name or address?
If it will be easier to speak on the phone, I will be happy
to call you, what is the best time to reach you?
Thank you, [redacted]Customer Relations Manager[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. 
Only if the replacement chair is not damaged as the expected delivery is in the month of June. Also if the art work is fully refunded as well and reserve the right to reopen this complaint upon receiving damage good or if the item break during the course of the warrenty.
Regards,
[redacted]

Emailed customer and notified we cancelled the two gift certificates and issued a credit on order [redacted]..  Should be reflected in 3 - 5 business days.
Dear [redacted],I am following up with you regarding you RevDex.com concern.  I do apologize for your experience with...

Frontgate. I will
be happy to assist. I researched your concern regarding the Estate Monogram Coco
Mat 36x72.  I cancelled the gift certificates on orders [redacted] for
104.55 and [redacted] 14.95.   A credit for 140.50 on your Visa will be
issued in 3-5 business days. We hope that you continue to shop with Frontgate and we
value you as a Customer.  Respectfully,[redacted]Frontgate
Customer Relations[redacted]

I left a message for [redacted] apologizing for the experience.  I left in the message I will certainly share this feedback about our disclaimers with our Marketing team.  In fairness and consistency with our customers, we are unable to discount our Frontgate Signature items.  I left...

my contact information.  Thank you, [redacted]Brand Services ManagerFrontgate & Grandinroad

We received an email from the customer indicating she needs a replacement on 4/4, we are unable to determine if this was a recent replacement or one of the original stools.  We issued the replacement that should ship directly from the vendor 6/27.  The customer also asked for the artwork she ordered to be a gift due to her experience.  The order will have to process and be billed, then we will be able to process a credit to avoid losing her place in line.  The request is placed on the order for this to happen.Below is the last email communication.Thanks,[redacted]   [redacted]
[redacted]  Your products
are very poor quality and you know my history as I gone through several sets of
bar stools Along with the
time and patience, the wall hanging I order should be a gift bear minimum.  [redacted]
[redacted]  Dear Mrs. [redacted]   Thank you for this email
confirming that it was the replacement and I am sorry again to hear that it is
already in need of an exchange. I’ve arranged a replacement under confirmation
[redacted]. This stool ships direct from the vendor and we have information
advising that it should ship on June 27th. I truly apologize not
only that a replacement is needed but that the vendor is unable to send it
until this time.   When the replacement arrives,
its box can be used to package the original. May I be contacted when this is
able to take place so that I can send UPS to pick up the original stool?   If I may sincerely apologize
again for this continued matter and I look forward to furthering my assistance.
    Best Wishes,   [redacted] Frontgate/Grandin Road  Customer Care Team [redacted]
 
[redacted]
[redacted]  Mr. J[redacted]  Please order a
new bar stool and let me know the delivery date.  Thanks for your
assistance  [redacted]  F[redacted]
[redacted]  Dear Mrs. [redacted]   Thank you for this email, though
I am disheartened at its message. May I ask if this was the replacement we
issued in February or is this another preexisting stool? I would be more than
happy to arrange another replacement if preferred.     Best Wishes,   C[redacted] Frontgate/Grandin Road  Customer Care Team [redacted]
 
[redacted]
  [redacted]
[redacted]  Hello Mr J[redacted] I having much
luck with these bar stools. If you look at the front of the bar stool the brace
that support the stool let go from the front leg of the stool.  Please advise [redacted]

Our associate Matt contacted the customer and was able to process the order.  We shared the feedback with our marketing department.Thank you,Lorece H[redacted]Brand Services Manager

Our agent spoke with the customer and reviewed the disclaimers on the inside cover of the catalog, customer declined the offered appeasement.  Honored customers request to be removed from mailing list, it can take up to 3 months for catalogs to stop arriving.Thank you,Lorece...

H.Brand Services Manager

We have been in contact with customer while we resolved the credit issue.  We partnered with [redacted] and the credit was processed and our agent left Ms. [redacted] a message with the credit details of $267.09 and issued a gift certificate for the long delay and inconvenience,Thanks,[redacted]...

[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 am awaiting the promised plaque with the correct address, anticipated delivery date in December and I look forward to the gift certificate mentioned in the letter.
Regards,
[redacted]

Our agent spoke with the customer and offered a complete replacement since we are not able to replace a portion of the Fire Table.  This was not the best option for the customer so we did issue the customer a refund towards the purchase price. Thank you,[redacted]Brand Services Manager

Our agent called the customer.  The credit was issued on Oct 10th for the 2nd order.  We are pulling the interaction for process improvement purposes.Thank you,[redacted]Brand Services Manager

[redacted] has been in communications with the customer to bring to resolution.  The delivery occurred on 7/8 and the customer was refunded for the two chairs that did not arrive.  She will only be charged for one chair.   Thank you,[redacted]

Spoke to customer, submitted for final credit for refused cancelled item, credit should reflect within 3-5 business days.  Partial credit issued on 7/18 and partial credit issued on 7/25.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]

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 received the new bar stool but the supporting brace gave away from the frame of the stool and I contact the customer service person below via email and have not had a response to the damage to the new bar and if they are going to replace it with a new one or not.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Regards,
[redacted]

The trucking company has made multiple attempts to contact the customer to
bring this to resolution. The only response from the customer on 10/8/15 states
she does not have an estimator nor the time to locate one. Unfortunately, the
only way to receive compensation is to provide the requested information to the
trucking company. They want to work with the customer to close this claim.
Thank you,
Lorece H[redacted]
*

We identified our error.  We re-issued $100 gift certificate that will be mailed to the customer.  I left the customer a voicemail today and sent a follow up email confirming actions taken and apologized for the inconvenience.  Below is the email I sent today.
[redacted], I am emailing regarding your complaint with the Revdex.com.  I
received your response and realized our error and I do sincerely apologize for
all the confusion and the inconvenience this has caused you.  I have
reissued you a gift certificate under Pam Selvy as this matches the original
gift certificate.  It was generated on order #x3779496, $100 and is valid
for one year.  By tomorrow I will have the number, so if there is
something you have in mind to use it towards, you will be able to use it as
well as receive it in the mail within the next 10 days.  I also left a message on the number in the complaint, so if
you still want to discuss over the phone, we can certainly arrange time to
speak.Again, I do apologize for the inconvenience our error caused
you and I hope to regain your trust in Frontgate.  Please do not hesitate
to contact me.Lorece Hoffman Thanks,[redacted]Brand Services Manager

Verified replacement stool delivered via UPS on 3/22.Thank you, [redacted]Brand Services Manager