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Complaint Details
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Initial Complaint
01/09/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On November 24, 2024, I placed my first order with FrontGate. I was looking for a wreath and garland and came across the Christmas Morning Collection. The Collection page detailed three items as part of the collection, as shown in the screenshots I took. The only option available was to add the entire collection to my cart, which I did, and purchased it. No where does it say items are sold separately. When my order arrived, I only received one item: a swag. Neither the wreath nor the garland were shipped. I immediately called the company and spoke to a very helpful representative who documented my case and assured me she understood the issue. She informed me that the wreath and garland were out of stock. I questioned where this information was displayed, as I couldn't find it anywhere that something was out of stock. While still on the call, she asked me to look for another wreath. I searched the in-stock wreaths, and the exact wreath I initially wanted appeared again in the collection. It was confusing to see it listed as in stock within the collection but apparently unavailable for purchase (and sold separately). The representative stated that I would receive a call within 72 hours, but no one contacted me. I called back at least once, and the customer service team saw the notes on my case, promising that someone would call me with a resolution. Yet again, no one called. This situation amounts to false advertising, and I have the proof in the form of screenshots and url. Despite giving the company multiple opportunities to resolve the issue, they have not responded.Business response
01/10/2025
Contacted customer with a resolution.Initial Complaint
11/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My mom purchased an Aspen Pine Christmas tree from Grandin Road as a moving in gift when we purchased our new home. This year, some of the lights burnt out and these cannot be purchased anywhere else due to their design so I turned to GR for assistance, the first lady immediately sent me 20 more. I reached out this morning because I now actually needed more light bulbs and hinge pins and I spoke with G***** who informed me that not only do they not provide any replacement parts but that there is no warranty at all for my tree despite being told there is a two year. She refused to honor sending me replacement lights despite there being another person who had sent some and instead told me that they never have any replacement parts for my tree. She also told me that they never do. She refused to allow me to speak with a supervisor nor transfer me to a product specialist and instead said she would have them review. How can they possibly sell trees without anyway to repair them when they inevitably have something happen like a light malfunction or a branch pin go missing? Since they are alleging there is no replacement parts and lied to my face about it, I am seeking a full replacement of my tree since there are "no" replacement parts.Business response
11/26/2024
Spoke with the customer to provide troubleshooting and replacement instructions for the incandescent mini bulbs that we don't stock. Canceled the 20 LED replacement bulbs that we do store but are incorrect for her Aspen Pine Flocked Tree. Sent her the hinge pins she needs as well.Customer response
11/26/2024
Better Business Bureau:
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, reasons for rejection are included:1. I was not provided any reimbursement for the lights that have went bad as promised. I have now needed to purchase a light keeper pro in an effort to fix the lights that have been damaged. Due to the empty promises, the lack of communication, and the lies I have been told I am still requesting a full replacement of my tree at their cost due to their failure to provide honest and consistent communication to their customers.
2. I now have had two reps that provided me with wildly inaccurate information and the only recourse provided was a word document telling me how to replace my incandescent lights and then they are finally replacing my hinge pins.
Regards,
****** ********
Business response
12/13/2024
Spoke with ****** and offered a resolve.Initial Complaint
10/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The rewards certificates that Frontgate sends out are never valid. I received one for $50 on 10/11/2024 and have been unable to use it AGAIN!!!!! Why even send them out??? This is the 7th time this has happened to me. I use them based on your sales and this is another sale I missed!!! Nothing on the certificate states that I need to wait to use them! I hear more complaints about this program from other people.You don't even realize how many people you are losing!Business response
10/23/2024
12OCT24 left a message for the customer. Followed up with an email explaining the Rewards process and its valid dates.Initial Complaint
09/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
July 25, 2024, I was charged for two mailboxes. Obviously I don't need to mailboxes. I called the vendor and they gave me a refund for the second mailbox. Then six weeks later they charged me again even though I never received the second mailbox. They will not give me money back until I return the mailbox even though I don't have it.Business response
09/18/2024
Spoke with customer. Clarified the charges and confirmed that he was not charged twice. Therefore, there was no need for a refund.Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
8 /8 24 shipped incorrect one refused a white couch said would ship a navy never did but no credit issued and no paper work completed in their systemBusiness response
09/13/2024
A refund has been requested upon confirmation that the delivery company is in possession of this item.Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, I placed an order through Grandin Road's website on 8/3/24. The package was delivered to an access point 5 miles from my residence, even though it was supposed to be a direct delivery. When I was eventually able to go pick it up, the package was large and heavy and I was unable to load it into my car (a kind sales associate helped me). I've contacted both Grandin Road and UPS several times to see why this happened, and they keep blaming each other and neither have offered any support or how I can avoid this happening in the future. I'm not sure whose fault it is, but since Grandin Road contracts with UPS for delivery, I believe that Grandin Road owes me some sort of explanation or an account credit. I've been assured by both UPS and Grandin Road that someone will call me back after looking into it, but no one's done that. Thanks so much for your time and help. I've included the UPS tracking number below, and the Grandin Road order number is ******** .Business response
08/23/2024
called the customer to discuss this issue. sending an email as a follow up.Customer response
09/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******** *******Initial Complaint
06/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Opened a credit card with the company to earn rewards on a large purchase we were making. Earned 3 certificates for future use, $500, $500 and $100. Was unaware and never received any notices that these rewards expired. They expired end Marc, end April and end May with no warnings or reminders the certificates would expire. Would like the certificates reinstated.Business response
06/06/2024
Called customer to resolve the issue.Initial Complaint
06/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Placed an order for items that were just shy of $6,000. Received an email stating that the item was on backorder, but the pending charge (which appeared on May 27) would remain on my account until shipped, then it would process. Well on May 31 I received a duplicate charge on my card, and thus had two separate pending transactions for just shy of $12,000. I called my credit card company to inquire and they informed me the merchant had run both transactions and they couldn't reverse unless I filed fraud and disabled cards. informed me the merchant had to remove in order for the funds to be available back to me. I contacted Frontgate and was told they ran the first for approval to see if funds were available, which they were. Then ran a second one when they shipped. The FIRST problem is they never removed the original transaction. The second problem is that the items actually have not shipped, so I was lied to (more than once) as to the process here. So now I have items never shipped, yet $12,000 in pending credit card charges on my account. I have done a LOT of business with companies running approvals for transactions prior to processing, but have NEVER had one charge multiple times like Frontgate has here. This is total FRAUD and should be treated as such.Business response
06/06/2024
Called customer and left a voice message. Followed up with an email. Verified that the authorization had been reversed on 03JUN24.Initial Complaint
04/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Around March 3, 2024, I ordered the ******** ****** **** Bed in Queen size from the Frontgate website. I paid $3504.60 in total, which included delivery to the home (not assembly). A third-party delivery company delivered the item to me on Wednesday, April 10th. The delivery team unpacked all of the items and removed the boxes. The items (headboard, footboard, and rails) were fine, except there were no assembly instructions or hardware to assemble. The delivery crew confirmed there was nothing in the boxes. The crew left, and I contacted Frontgate by phone. The customer service associate was pleasant but stated that the hardware was unnecessary and everything I needed was on the bed. I highly doubted that, as this was a very heavy bed, but I asked for assembly instructions. Per my request, those were emailed to me promptly. However, once I received those, I did, in fact, find that hardware is necessary for assembly (bolts, washers, and pins—there should have been at least 8 included for assembly). Thus, I immediately contacted Frontgate back via phone and was told that "someone should be calling me" about arranging a separate delivery for the necessary hardware. That was six days ago. I have been sleeping on my couch because I cannot assemble this expensive bed. (I had removed my old bed prior to this delivery on the inaccurate assumption that such an expensive item would be properly delivered.) Today, April 16th, almost a week after delivery, I emailed Frontgate to inquire about the status of the hardware. Tina in Customer Service responded that there was no hardware necessary to assemble the bed. I emailed back that hardware was indeed necessary (sending a copy of the assembly directions that I emailed showing bolts, washers, pins, and a wrench that should have been included.) I received no response to that email, although it's been several hours. At this point, I have no idea if the hardware is coming and if this bed can ever be assembled.Business response
04/17/2024
Working with the customer to get her the missing hardware.Customer response
04/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The business has directly reached out to me, and was thoughtful and empathetic with their response. They also provided an expeditious solution, and I'm looking forward to having this resolved. It has been a pleasure working with them on this resolution.
Regards,
******* ****
Initial Complaint
03/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
3/30/2024 Please see the attachment letter for an explanation. Thank you. ******* ****** **** *** ***** *********** **** *****Business response
04/04/2024
Working with the customer to get a satisfactory solution.Customer response
04/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
Regards,
******* * ******
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
5566 W Chester Rd
West Chester, OH 45069-2914
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Get a QuoteCustomer Complaints Summary
36 total complaints in the last 3 years.
14 complaints closed in the last 12 months.
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