I bought Cooper Standing Desk Converter over a year ago - perfect item. No assembly needed, works as intended, very good material. It was a quick delivery too. There was no need to contact customer s... Se mer
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I bought a Fully desk four years ago (Sept 20) and I've recommended them to people ever since. I've recently bought a second desk for my garden office from another company and I'm not impressed. I... Se mer
Ordered a 180cm standing desk in April, which arrived promptly. Whilst the mechanism works OK, the top is far too wobbly to use day to day, despite being screwed down tightly and the legs adjusted pro... Se mer
Beware. Their advertisements and documentation on lead times is complete bull***t. Even their invoice says 2 to 3 business days for in-stock items. 11 days later not a peep. Their phone line and onlin... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
Fully makes and sells office furniture that is beautiful, well-built, and designed to create a healthy, supportive workplace where everyone can feel and do their best. Keep you body moving with our standing desks, ergonomic chairs and matching accessories so you can work and live more fully.
Kontaktuppgifter
USA
- fully.com
If you would like your desk fast never…
If you would like your desk fast never order from this company.
It has been nearly a month since I ordered a standing desk and still waiting for it to be delivered.
18 februari 2021
Omdöme utan inbjudan
Svar från Fully
UPDATE: This feedback directly addresses the delivery timeline delays we were experiencing as we navigated the transitionary period of Brexit. Unforeseeable challenges negatively impacted this customer's experience and we accept full responsibility.
We’re proud to share that since this review was left, we are now shipping within 1-2 business days, and most orders arrive in 2-3 business days once they’ve left our warehouse, with 99% of all packages now arriving within 5 business days.
The satisfaction and trust of our customers is very important to us! If you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve risen to resolve the challenges that we experienced from the COVID-19 Pandemic and Brexit, please contact us directly, we look forward to connecting with you!
Original response:
Hi Gee, we're very sorry to hear you've been waiting this long! We see you're in the United Kingdom, and due to recent customs changes because of Brexit a small percentage of orders are being delayed as they pass through customs, but those delays are usually resolved within 2 to 5 business days. What you're describing is much longer than we'd expect any delay to last!
We see you've been in touch with one of our Specialists and they've informed you that your packages have reached the local terminal nearest to your delivery address and you should be receiving everything by the end of the week. Thank you for bearing with us, we'll be reconnecting with you once you receive your order to ensure you're fully satisfied with your purchase and experience with Fully. We look forward to doing what we can to support you and elevate your experience from here!
Good product, troublesome delivery, okay customer service
I am editing my previous review, as I have finally got to built the Jarvis desk I had ordered from them.
The desk is solid and well-built. Some small details could still be improved, for example internal cable routing would make it look nicer. Also, the headset is a bit flimsy when screwed into the board.
As I wrote in my previous review, the delivery was very troublesome though. The desk comes in a 4-piece shipment, one of which got stuck at the UK customs for days. I understand Fully is not _fully_ responsible for that, but they could arrange a UK warehouse, or a 1-piece shipment, or use a different courier, or something else, to please UK customers better. Even when I received all four pieces of the original shipment, a cable (a fundamental part of the build) was missing. Alas, throughout the process it's been hard to reach the customer service (slow email replies and only a full voicemail box when I tried by phone), although when I was able to reach them, they were nice and finally Dora managed to fix all shipment issues.
Four stars for the product itself, two stars for the delivery troubles, three stars for the customer service.
12 februari 2021
Omdöme utan inbjudan
Svar från Fully
UPDATE: This review accurately reflects the unforeseen setbacks we encountered due to the Brexit transition. We understand these unexpected challenges negatively impacted the customer. We accept full responsibility for the mistakes that were made and are grateful for the understanding and patience.
At this time, we’re proud to share we have hired many new Specialists for our Customer Care Team to reduce our internal response time to 1-2 business days and we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5 pm. We are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
Original Response: We appreciate you sharing these concerns with us, Alessandro! While the new post-Brexit customs process is getting quicker, it is still taking shipments longer than expected to clear customs. Thank you for your patience in receiving the last package of your order. We're glad to know that it arrived via TNT.
We are sorry to hear there has been a delay in receiving support from our team around the missing cables. We will happily ensure you receive this key part of your order so you can finish the assembly process and start enjoying the benefits of your standing desk. Thank you for getting the process started via email and phone.
We'll send a message asking for more details to connect with you further and help turn your experience around.
Update: Started like a roller coaster, but ended well
I ordered a Jarvis Laminate Standing Desk on January 25th and received a tabletop and bottle opener from my order on February 8th. This was really frustrating as I expected to receive a whole desk (with the frame). After a lot of back and forth with Fully Support team, it resolved that there was an issue with my order and was told I did not order the frame with the desk. Although this was not the case, after explaining to their support I have been sent a frame for free.
This is something I did not expect and I thought I had to return everything. Thanks to their kind support I am now happy with my purchase!
10 februari 2021
Omdöme utan inbjudan
Svar från Fully
We appreciate you following up with us, Martinuis. Please trust that we do not delete reviews from our customers. We encourage customer feedback and are proud to showcase honest insight from our valued customers regarding their experience with us and our products.
For insight, your first review was published on our US webpage, under the Jarvis Laminate Desk product page and can be found there publicly posted with a response at this time. Similarly, your second review was published on our EU webpage, under the Jarvis Laminate product page and can be found there publicly posted with a response at this time.
We hear you and we’re here to help! We’re so sorry for your experience thus far and ultimately want to ensure you receive the full order you expected. We are eager to help get the remaining missing items on the way. We see a Specialist reached out by phone today and you weren't available. They will try to follow up with you again tomorrow. We look forward to connecting with you and making this right!
Beautiful and stable desks, quick shipment
We ordered two sets of L-shape Jarvis desks in November 2020. The manual was easy to understand. Shipment was very quick. We love the design of the desks and their stability is amazing.
The lift is rather quiet and moves quickly.
8 februari 2021
Omdöme utan inbjudan
Svar från Fully
Thanks for taking a moment to engage and share your experience, Stefan. It's wonderful to hear the assembly process was a breeze, we do our best to make it an ergonomic dance party! We're thrilled to know you're enjoying the functionality and quality of the Jarvis L-shaped desk; it really is a game-changer. Cheers to many fulfilling days ahead, keep moving!
Fully Customer Services and Delivery Issues
I purchased a Bamboo Jarvis standing desk with a few extra accessories and my wife purchased a standing mat. We both had mixed experiences with Fully specifically to do with customer services and delivery in general.
The good:
- I do really like the desk I received, the quality of the bamboo and the lifting mechanism is excellent
- The setup is straight forward by following the videos on their site, I was up and running in 45 mins
- Customer services interaction is genuinely apologetic and gernally helpful. However.....
The bad:
- Customer service response time is painfully slow. On average it takes a week for a reply. I understand that the team is busy and volumes of orders are high but customer service SLA's are very poor. The effect of a slow repsonse is a request to update an order a week before it was due to be shipped was missed. It was then sent out with an appology that it was too late to update however the courier company TnT took another week before it was even collected. In the end delivery took 6 working days. Its now taken a further 3 days to arrange a return collection and 5 days to make it back to the warehouse. The returns are free but it could have been avoided in the first place. Still waiting for a refund but realistic about how long this will take
- My wife also ordered a standing mat that was in stock and ready for delivery in 2 -5 days. We were sent a TnT tracking link two days later but the tracking link didn't work. We chased up and got a reply on the 7th day after dispatch. We were told incorrect paperwork was submitted to TnT causing an issue with customs and the order had to be returned to sender. Its now been 11 business days since placing the order and no new tracking details have been provided. The team has been kind enough to offer us a discount which is appreciated but the experience overall hasn't been great
In summary the products are excellent but quicker responses to customer service emails would be appreicated considering you can no longer call them up. We have also been given tracking details for TnT on two separate orders which never updated and an issue with customs paper work.
8 februari 2021
Omdöme utan inbjudan
Svar från Fully
UPDATE: This review accurately reflects the unexpected challenges and setbacks we encountered due to the Brexit transition. We sincerely apologize for this experience and acknowledge that we missed the mark on the shipping timeframe and providing timely manner support to this customer.
At this time, we’re proud to share we have hired many new Specialists for our Customer Care Team to reduce our internal response time to 1-2 business days and we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5 pm. We are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
Original Response: Sharing your direct insight into your experience with both the good and the challenging aspects of your overall interaction is incredibly valuable feedback, Alex! We’re proud to know you are impressed by the quality, functionality, and ease of the Jarvis assembly process. It’s also lovely to hear both you and your wife are enjoying your Jarvis desks, that’s the goal!
Thank you for your time working with our support team. We apologize for the delayed response time and the negative impact it had on you receiving the desk you preferred on time. We understand that being able to reach our team quickly is a critical part of customer service. We are currently doing everything we can to reach the level of service we're known for, which is going above and beyond for our customers!
We’re happy to know the items have been returned and the refund is being processed. We've corrected the issue with customs and look forward to your wife receiving the replacement stand mat as soon as possible. You should get an update soon!
Thanks again for sharing your concerns with us, Alex. We are grateful for the opportunity to make things right and appreciate your understanding and patience throughout this process!
Incredible products with incredible…
Incredible products with incredible customer service.
I ordered a complete Jarvis L-shaped standing desk setup from Fully and love it. Setup was relatively easy for such a large piece, it looks great, and it works incredibly well.
I also had an issue with the sidekick filing cabinet accessory, and they got back to me the same day and shipped out a new one immediately.
I'm incredibly pleased with my purchase and am looking forward to placing an order for a more ergonomic desk chair!
1 februari 2021
Omdöme utan inbjudan
Svar från Fully
You've got us all jumping for joy over this review, Warren! We're so thrilled to know you're loving your desk and were impressed with the service our team provided. We want to make sure each opportunity we have to interact with our customers reflects our core mission and values. We're proud to know you were taken care of so quickly. Cheers to many more fulfilling days with your L-shaped Jarvis desk!
Three week wait for my desk
Still waiting on my desk 10 days after the order and no update on when I will get it. I've tried emailing customer service and nothing back.
I don’t want to put my order number on a public review. I’ve emailed you an update on my order.
Update - it took three weeks to arrive and they didn’t reply to my email.
Update 2 - No reply to the email despite saying they would love to connect plus I have had a bill for over £200 from TNT for duty on the desk. Avoid, avoid avoid.
27 januari 2021
Omdöme utan inbjudan
Svar från Fully
UPDATE: This review showcases the difficult challenges and setbacks we encountered as we worked to adapt our processes during the Brexit transition.
We take full responsibility for the delays that were experienced with this order and the frustrations they caused. Our goal is always to respond directly to our customers concerns and we're so sorry we missed the opportunity to show that level of care and support with your order, Steve!
Since this review was left, we're proud to share that we are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
For customers who need immediate support, we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5:00 pm. We've also reduced our internal response time to 1-2 business days for emails sent to help@fully.com.
The satisfaction and trust of our customers is very important to us! If you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve risen to resolve the challenges that we experienced from the COVID-19 Pandemic and the Brexit transition; please contact us directly and we'll look forward to connecting with you!
Original response:
Hi Steve! We'd love to connect with you further and share the delivery timeline. Thank you for sending an email our way to start the process. We have your back and are here to ensure you receive everything from your order so you can start to enjoy an enhanced work flow!
If you are on the fence about this product you need fully embrace it, best decision I have made!
We are in the midst of a global pandemic and people are complaining that a company that is selling one of the most sought after home office items is experiencing minor delays due to unprecedented restrictions/working conditions. Some calm and understanding is needed.
I ordered my desk knowing that this would not be the smooth experience that I would be used to from a company and I'm sure Fully would also like to be able to provide the same level of customer service as they had done before the pandemic, but, like everything else, we have to accept that there is a new normal.
I placed my order and my desk was dispatched within the timeframe quoted when ordering. Unfortunately, either due to an order error(by me), an issue caused by my corporate PC's hatred of tracking/cookies, or perhaps a website error, I was going to receive the wrong surge protector. I contacted Fully immediately knowing that this would not be a priority issue as the desk and additional functional items in the order were correct. The expected timeframe for a response was 3-5 days, a bit longer than normal but still acceptable.
3 days after my email, I received a response from a great customer service agent called Jolien. They advised me that when I received my order, I should let them know what surge protector I received and if it was indeed incorrect, they would replace it with the correct one! I'm happy to say although I received the incorrect surge protector, the correct one is now on its way to me thanks to the great support I received.
Living in Ireland during the pandemic and at the start of 2021 (post Brexit) has meant issue with logistics are not uncommon as the UK was a land bridge between Ireland and the EU. I am sure those in the UK will experience similar logistic issues across the board as they are no longer an EU country. Unfortunately the courier only delivered part of my order on the due date. The rest of the order was delivered over the following days! This was most definitely a shipping issue as all boxes were time/date stamped with the same time when handed from Fully to the courier. I reminded myself that we are living through a global pandemic and Brexit and sent an email to Jolien. Jolien who followed up with the courier, even though this was not an issue created by Fully, and was able to give me timeframes on the delivery of all my packages! This was very helpful again and in my view above and beyond expectations!
Now I am standing at my desk, wondering how on earth I lasted without it for so long. The contoured bamboo desktop is gorgeous, the structure is solid, the cable management trays have hidden all my unsightly wires and the dual arms keep my screen and laptop raised at the perfect height that is easily adjustable leaving me with a lovely clean, decluttered desktop!
If you are on the fence about this product you need fully embrace it, it is one of the best decisions I have ever made! A great product backed up by great service even in these difficult times!
26 januari 2021
Omdöme utan inbjudan
Svar från Fully
Thank you for taking the time to share your experience and leave a glowing review, Gearóid! We're thrilled to hear about the fantastic service you received from Jolien. Going above and beyond for our customers is exactly the level of service we strive to provide at all times. We sincerely appreciate your kindness and understanding in regards to the global pandemic. It is wonderful to know how your Jarvis Bamboo Standing Desk has enhanced working from home. Cheers to enjoying many productive days ahead!
Beware
Beware. Their advertisements and documentation on lead times is complete bull***t. Even their invoice says 2 to 3 business days for in-stock items. 11 days later not a peep. Their phone line and online chat has been closed down and they are not responding to emails. Their autorespond says they have "exceptionally long lead times" due to a November promotion. Well why didn't they say that before taking my money then?? Who know when I'll eventually get my order. What they're doing is totally illegal - promising a service which they know they cannot deliver.
19 januari 2021
Omdöme utan inbjudan
Svar från Fully
Update: This feedback directly addresses the delivery timeline delays we were experiencing as we navigated the transitionary period of Brexit. Unforeseeable challenges negatively impacted this customer's experience and we take full responsibility.
We’re proud to share that since this review was left, we are now shipping within 1-2 business days, and most orders arrive in 2-3 business days once they’ve left our warehouse, with 99% of all packages are arriving within 5 business days.
The satisfaction and trust of our customers is very important to us, if you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve risen to resolve the challenges that we experienced from the COVID-19 Pandemic and Brexit, please contact us directly, we look forward to connecting with you!
Original Response: Hey there! We always have the intention to do right by our customers and provide quick service. We apologize for the issues you described with hearing back from our team and the delay in receiving your order. Please reply with your sales order number so we can continue the conversation and help make things right.
Company unable to keep up with support requests or get items delivered.
Update: Once Fully support understood how tricky a situation this was for me they reached out, called directly and have been chasing the issue daily. A confluence of really challenging situations for them, and while i'd recommend expecting things to take a lot longer to be delivered, i still recommend them as a company!
I placed an order two weeks ago, picking Fully as they had items which were in stock with short delivery times. The order confirmation says 2-3 days shipment and I was charged immediately. I emailed Fully straight away asking a question about the order (which took them 10 days to respond to). Fully's website says that they're expecting 2-4 day delivery to the UK currently. 10 days following the order one box of the 6 arrived, 3 more 3 days later. TNT have said that the other 2 boxes (including the tabletop, which is kinda necessary) haven't entered the country yet and they have no idea when they will.
It took 10 days for Fully to respond to my initial email.I've just emailed Fully, if prior performance is repeated I won't hear back from them until the 28th, so am just sitting here without desk and no way of knowing when/if it will arrive.
What was meant to be about a week to get a desk is looking like it will be 3 weeks+ if I even do receive it.Fully are only contactable via email and have a 10 day turnaround on that, so no way for me to find out/talk to themHorribly frustrating experience, and seemingly one that many people are having at the same time.
Update: Stupidly bought a chair from them following this experience and have had the whole rigmarole again, including them submitting incorrect paperwork to the courier company and needing me to talk to TNT on their behalf for them to work it out (requiring a reshipping a fortnight after I ordered). Do not buy. Overloaded support, email only. company not able to manage their orders coming through.
18 januari 2021
Omdöme utan inbjudan
Svar från Fully
UPDATE: This feedback directly reflects the unexpected challenges and setbacks we encountered due to the Brexit transition. The updates to the feedback highlight our efforts to rise above these challenges and further support this customer. We understand that we missed the mark with the shipping lead time and delivery expectations we set around their orders. We're grateful for their understanding and patience as they worked with one of our specialists to make things right. We're happy to see our response times did get better throughout their experience!
Since this review was left, we've implemented some valuable changes to our processes to better support our customers. We have hired many new Specialists for our Customer Care Team to reduce our internal response time to 1-2 business days and we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5:00 pm for customers who need immediate support.
We are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
The satisfaction and trust of our customers is very important to us! If you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve risen to resolve the challenges that we experienced from the COVID-19 Pandemic and the Brexit transition; please contact us directly, we look forward to connecting with you!
Original response:
Thank you for bringing these concerns to our attention, Gick. Our European team is experiencing a higher volume of inquiries at the moment. However, we apologize for the delayed response and appreciate the opportunity to offer further support. Please let us know your sales order number so we can make things right and ensure you receive all packages a quickly as possible.
Try the phone number before to buy...
My advice is try to contact them before to buy, not after, you will discover they have no customer care.
I have bought a a jarvis bamboo desk three weeks ago, specifically because of the great reviews I could read online about their customer care.
One week later I got 3 out of five items, please note the central column is missing, which is against their shipping policy which state they may ship later some accessories but the basic components of the desk are always shipped together.
I wrote them an email asking for info, and got an automated reply telling me to wait for 2 business days to get an answer.
While waiting for them I ringed the TNT who told me two of the 5 items had not been handled to them yet and to complain with fully.
After a week and no response from fully I tried calling them, so I discovered their phone number is fake, they don't answer to it, a recorded message instruct you to write them an email.
I wrote a second time and got a second automated message warning me to do not keep writing because it push my ticket back into the queue.
They seems very capable of answer bad reviews here, trying to convince you they care and they answer. In reality is just a marketing tactic. If you have a problem they will ignore you to death.
15 januari 2021
Omdöme utan inbjudan
Svar från Fully
UPDATE: We honor and validate this customer's experience and we sincerely apologize for this experience. We accept full responsibility for the mistakes that were made and thank you for your patience and understanding.
At this time, we’re proud to share we have hired many new Specialists for our Customer Care Team to reduce our internal response time to 1-2 business days and we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5 pm. We are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
The satisfaction and trust of our customers is very important to us, if you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve risen to resolve the challenges that we experienced from the COVID-19 Pandemic and Brexit, please contact us directly, we look forward to connecting with you!
Original Response: Hi Max! We're sorry to hear about the delay in receiving a key piece of your order. Our small and mighty team European team is working hard to help with with an unprecedented increase in orders and inquiries. To get back to everyone as quickly as possible, we've temporarily switched to email as our main channel for communication. However, we're happy to arrange a phone call with you if need to connect with someone directly. Let us know if we can offer any further assistance towards turning your experience around!
They have great customer service - updated review
My desk was faulty, I did not get a response for several days and was worried what would happen. I wrote a review expressing my disappointment. Now I am updating this review, to give a full account after the matter has concluded. The team at fully were delayed due to the high promotional activity in November and staff shortages because of Covid-19. However, once they got in touch, the service was excellent and they demonstrated integrity and genuine care in their response to the issue. They made it easy to confirm the fault and sent a replacement part without any fuss. Many companies provide good service when everything goes to plan but I have not experienced many who have listened, done the right thing and genuinely cared about fixing something when there is a problem. I'm sure this will sound familiar to a few people... The last time I can recall being this delighted in such a situation was with Amazon. The desk works beautifully now, so I am not only relieved but delighted with my purchase.
6 januari 2021
Omdöme utan inbjudan
Svar från Fully
Hi Binepal! We're sorry for to hear about the issue with your desk, but are glad to see you have been in contact with a Specialist and we are sending you necessary replacement parts. We offer a 10-year warranty on our standing desks and are here to ensure you are set up for success for many years to come. Thank you for your time working with us on making things right and turning your experience around!
Non-existent customer service
Ordered an item on 1 December 2020, which was shown as in stock with a 1-2 day dispatch time. It is now 21 December 2020 and the item has still not been sent. No confirmation, no communication and no acknowledgement of my emails chasing them up. This has been a poor experience which has highlighted Fully's lack of sufficient customer care provision. I cannot recommend them and would advise buying from elsewhere.
21 december 2020
Omdöme utan inbjudan
Svar från Fully
UPDATE: This review highlights the challenges and setbacks the Brexit transition had on our delivery timelines and the support we were able to offer our valued customers during that time. We understand these challenges negatively impacted this customer's experience and we sincerely apologize for the lack of communication from our Customer Care Team regarding their order status.
Since receiving this review, we are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
The satisfaction and trust of our customers is very important to us! If you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve worked to resolve the challenges that we experienced from the COVID-19 Pandemic and Brexit, please contact us directly!
Original response:
Hi CJ! We're sorry to hear about this unexpected delay in receiving your order. What you've described is far from the experience we want you to have. We apologize for not meeting the expectations we set, the COVID-19 Pandemic has put a heavy strain on our response and delivery timeframe. Thank you for bringing this issue to our attention so we can help make things right. We'd love to continue the conversation via phone. Our Team is available by phone at +32 9 296 44 83 Monday through Friday, we look forward to connecting with you!
Horrible customer service
I placed an order two weeks ago while the item was in stock and the order confirmation says 2-5 days shipment. My card was charged immediately which shouldn’t be done if the order is not dispatched yet. After 10 business days no signs of any shipment. Contacted them via “contact us” on the website no any response after 4 days and the customer service phone goes straight to answering machine.
I probably should dispute the transaction through my credit card company.
10 december 2020
Omdöme utan inbjudan
Svar från Fully
UPDATE: This review accurately reflects the challenges and setbacks we encountered as we tried to navigate the Brexit transition to the best of our ability. We acknowledge that we did not meet the expectations we set for this customer's order and sincerely apologize for the delay.
Since this review was left, we’re proud to share we are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
The satisfaction and trust of our customers is very important to us! If you have questions about ordering with us, concerns about shipping or delivery timelines, or want to know more about how we’ve risen to resolve the challenges that we experienced from the COVID-19 Pandemic and Brexit, please contact us directly, we look forward to connecting with you!
Original response:
Our small but mighty EU team is working hard to help with with an unprecedented increase in orders and inquiries, so we’ve switched to email as our main channel for communication to get back to everyone as quickly as possible and in the order that requests are received. Rest assured, this is temporary, and we’re happy to arrange a phone call with you if you need to connect with someone directly.”
Ordered 2 desks over a week ago and…
Ordered 2 desks over a week ago and they said 1-2 days till shipped, there website advises 3-5 due to black Friday. Have not heard a single thing from them.
Apparently they have no phone lines 'during these times' what's that even mean? What a load of crap, what time? Phones don't spread the pandemic, it's just a poor excuse.
I contacted them by email and get a response to say they'll get back to me in 2-3 days. So a week passes, no communication, I email and now I'll wait another 2-3 days till anything happens. Complete lack of service, if you have no phones, you use chat and email to ensure you provide proper support.
Having used other standing desk providers previously (Flexispot, who were amazing, see my previous review), Fully.com have been an absolute disappointment. I went to them because they had stock, and said they had quick delivery.
6 december 2020
Omdöme utan inbjudan
Svar från Fully
UPDATE: We want to acknowledge the review accurately represents the unexpected setbacks we experienced due to Brexit. We want to extend our sincerest apologies and recognize our communication to you did not meet the level of experience we want to provide to our customers.
We're proud to share that since you left this review, we have reduced our internal response time to 1-2 business days and we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5 pm. We are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that lengthened our delivery times. We’re happy to report that most orders arrive in 2-3 business days once they’ve left our warehouse and 99% of all packages are arriving within 5 business days.
Original Response: Hi Jon! We're sorry to hear that we missed the mark on the shipping and communication of your order. What you've described is not at all what we strive to offer our customers. We understand a lot of consideration goes into purchasing a standing desk and being able to speak with someone over the phone makes a big difference. We offer our sincere apologies for your experience, but would be happy to make things right if you'd like to give us a second chance.
Bought a Jarvis standing desk frame…
Bought a Jarvis standing desk frame (bought an IKEA EKBACKEN countertop. Very happy with the result.
My only complaints:
- The memory buttons should be physical buttons instead of touch-sensitive buttons. It is impossible to control the desk without looking at it.
- The instructions only mention inches (but I bought it in Europe), so metric units are desired.
EDIT: after this review, Fully offered to send me a different version of the handset with physical buttons for free. I took the offer and got a handset (it looks like the one in a previous version of the desk, but it has physical buttons).
5 december 2020
Omdöme utan inbjudan
Svar från Fully
We're glad to hear you are pleased with the result, Ward! We always appreciate hearing from our customers so we can make improvements to our assembly instructions and products. You'll be happy to know we have a digital programmable memory handset version that has physical buttons. We'd be happy to send it your way for free! When you have a moment, please send our EU team an email at help@fully.com so we can continue the conversation.
Outstanding customer service
Outstanding customer service! I ordered a standing desk in November and had to make a last minute change to that order. Customer service was fast and friendly. The standing desk I purchased [Jarvis] is top-notch, well-crafted and stable. I had a return an accessory on my order and they refunded the money and told me to keep or donate the accessory to keep their carbon footprint small. That's awesome. Great company, great standing desk, great experience. Buy with confidence, these folks are the real deal.
4 december 2020
Omdöme utan inbjudan
Svar från Fully
Hi Armando! Thank you for taking the time to share your experience. We are so glad to hear that our team was fast and friendly. It's wonderful to know that you are pleased with your new standing desk. We hope you continue to enjoy the movement it brings to your day. Keep living fully!
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