Frontgate Catalog

Our representative has left a message for the customer outlining resolution.  After reviewing the order history and the notes, we are applying her gift certificates to her order and will issue refund once the order completes processing.Thanks,[redacted]Brand Services Manager

Verified item delivered, due to inconvenience and delay, issued credit for shipping.  Sent below email to customer. Mr. [redacted], I would like to apologize for the shipping delay with your
order.  I was able to verify your item delivered
7/29/15.  Due the inconvenience...

I issued
you a credit for your shipping fees.Please do not hesitate to contact us with any questions.
Thanks,[redacted]Brand Services Manager
for Frontgate/Grandinroad

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]

Mrs. [redacted] and I have been unable to speak in person.  I did leave her a message we would authorize the return for full credit and I will have a team member contact her for instructions.  We are reviewing our online verbiage and instructions.Thank you,Lorece H[redacted]Brand Services...

Manager

Our agent spoke with the customer.  The credit was processed along with a gift certificate.  We forwarded her feedback for process improvement.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.  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.]I still waiting for frontgate to replace the damaged kitchen stool. The scheduled is so time in march 2016.
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]

Spoke with customer, reviewed quality concerns and resolved the concern.Thank you, Lorece H[redacted]Brand Services Manager

I left a message for Mr. [redacted] apologizing for the inconvenience and frustration this error has caused.  In fairness and consistency with other customers, I am unable to honor the misprinted price. If he is interested in placing an order for the rug I will be happy to apply our best active...

promotion along with free shipping. Left my phone number to contact me. We do have printed in our catalog (this catalog, page 48) "Descriptive and typographical errors are subject to correction". Thank you, [redacted]Brand Services Manager

Our agent left the customer a voicemail and sent an email.  One credit was issued on 5/18 and the second credit issued on 8/30.  The shipping was also credited due to the inconvenience to the customer on 7/25.  The other customer was also taken care of with due to their missing...

item. Thank you, Lorece H[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.  They have offered me a 100.00 GC or all the troubleI was put through.
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.  I received the ipurchased items todayThank you
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.  I'm still extremely displeased with the company's handling of the matter, and I think the final resolution is feeble - but at least it's resolved and I don't have to waste any more time. I've been shocked that this company would treat customers this way. Seems like a seller of high-end merchandise would have a different approach to customer service.
Regards,
[redacted]

Had a member of my team contact customer, she left a message and sent an email confirming resolution for pricing issue from misprint in catalog.  We do have the following disclaimers in print and online:Catalog disclaimer is located on the To Order Page: Descriptive or typographical errors are...

subject to correction.Website disclaimerContent: Accuracy and Reliability While the Company makes every attempt to publish accurate and reliable Content on this website, under no circumstances shall the Company, or its affiliates, or any of its officers, directors, employees, or agents be liable for any loss or damage caused by your reliance on information obtained through Frontgate.com. It is your responsibility to evaluate the information, opinion, advice, or other Content available through Frontgate.com. All products displayed on the website are offered while supplies last. The prices displayed are quoted in U.S. dollars and are valid and effective only in the United States. Descriptive or typographical errors, or website system errors, are subject to correction. We have made every effort to display as accurately as possible the colors of our products that appear on the website. However, as the actual colors you see will depend on your computer monitor. We cannot guarantee that your monitor's display of any color will be accurate. In some cases, color swatches of the materials are available. Send us a message for details.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]

Our agent spoke with the customer and once pricing was validated, honored the pricing. Thank you, [redacted]Brand Services Manager

Mrs. [redacted],Thank you for reaching out to me with more details.  I did review the Provencal Grapes Counter stools and the full retail price is $499, we did offer them at $349 each in the recent past which did not include free shipping.  Since you liked these enough to order them, I can...

offer them to you at the lowest recently offered price of $349 each and also honor the free shipping with the order.I am sorry that you had a poor experience and hope to hear from you soon.Thank you,[redacted]

We are researching how this happened where the customer removed items from their cart and were charged for them when they shipped.  This typle of research does take more resources and the answer is not readily available.  My agent emailed the customer on 9/19 apologizing for this...

experience.  Credit for both items was processed on 9/15/15 following the customer's call to customer service.  Thee amounts of $275.05 and $276.05 which does includ the shipping fees associated with these items.  Credits reflect in 3-5 business days. Thank you,[redacted]Brand Services Manager

Our agent contacted the customer (giftee) and replaced the hose
reel.
Thank you, [redacted]Brand Services Manager