FullyReviews of fully.com

Response from Fully· Dec 2, 2021

We are deeply sorry to hear about this experience David. With a 15-year warranty and 30-day risk free return policy, the Jarvis Desk is backed with lots of options to ensure you love your new workspace or get a full refund back. It is disheartening to hear the assembly process was so troublesome for you; this is not the experience we aim for. Our website houses a collection of resources to help put your desk together from assembly videos to ways to connect with our team for some firsthand knowledge of the assembly process. As we near the holiday season, we appreciate your patience as we work to connect with all of our customers. Our team would like the opportunity to resolve all your issues to your complete satisfaction so be on the lookout for correspondence from our Europe team within the next couple of business days.

Response from Fully· Nov 26, 2021

We apologize for the inconvenience with your order. We do our best to highlight backordered items and provide emails with updated timelines as we are impacted by the global supply chain issues. Our team wants our customers to get their setups as soon as possible but wants to keep them in the loop when there are delays. We do charge orders in full when your order is placed to ensure you are in line to receive the items as soon as they are back in stock. However, our team is happy to help with cancellations or edits to backordered items before shipping and getting refunds for any items that may have been shipped out once they are returned to our warehouse. Once again, we apologize for your negative experience with Fully and are here if you need any further assistance.

Response from Fully· Nov 10, 2021

We sincerely apologize both for the delay in receiving this last part of your order and the internal error that lead to you not receiving the follow-up email from our support team after the phone call on Monday, Oliver. It is understandable that you are feeling frustrated with our level of support. We are committed to positively improving your experience and are glad to see that our team reached out today to provide accommodation and share the information we gathered from our shipping partner, TNT. Hopefully, you'll be happy to know that the remaining package has been released from customs and is set to be delivered in 2-3 working days. Our team is eager to regain your trust and will be in touch to continue the conversation.

Response from Fully· Nov 7, 2021

We appreciate this honest feedback. We apologize that we made you feel unheard and recognize your frustration given the response you were given regarding your order. TNT is facing delays but according to their service alerts it's because of the following, "High volume of shipments and COVID 19 restrictions may cause delivery delays.", we apologize for the misinformation given around the delay. We would like to connect with you further to offer some accommodations and get more information about your order so we can use your experience as a learning tool to do better in our future interactions. Thank you again for the feedback and we look forward to hearing from you again.

Response from Fully· Oct 29, 2021

Hearing this makes the whole team smile! We acknowledge that we initially let you down with your order, but are grateful for the second chance to positively improve your experience. It is fantastic that our friendly service team provided helpful assistance via phone and email which restored your confidence in your purchase. Thank you for taking the time to share your experience.

Response from Fully· Sep 7, 2021

We're glad to hear that you are happy with your purchase and the support you received from our team! Fast shipping with no surprise additional fees at check-out nor at delivery is what we strive for and we are delighted that your order arrived four business days after it was placed. Our team is glad that the assembly process was straightforward and the instructions are easy to follow. Thank you for connecting with us via chat and phone and so we could diagnose the issue and send the correct power cables quickly. We're always happy to help and we are delighted that you are now set up for long-lasting success!

Response from Fully· Sep 7, 2021

Thank you for taking the time to leave feedback. We welcome hearing from our customers about their experiences and take input like this seriously. What you've shared is not what we aim for with the delivery of our orders, the promptness of refunds, nor the level of customer service. We acknowledge we let you down and offer our sincere apologies for a disappointing experience. We do our best to make information about the shipping of orders clear on our website to help manage customer expectations. Our European orders are fulfilled from our warehouse in Belgium and shipped via TNT. All orders are transferred to our fulfillment center within 1-2 business days. Due to Brexit customs processing, we expect an approximate 2-3 day delay to our normal shipping times of 3-5 business days to the UK. We apologize it has been such a lengthy process so far, but we are committed to doing better and making sure you are refunded as promised. Our support team is ready to provide further assistance and ensure this issue is quickly resolved to your satisfaction.

Response from Fully· Aug 25, 2021

We're overjoyed to hear that you are loving the quality of your new workstation. Everything we hope for when we send our products off to their new homes; quick shipping, and a streamlined assembly process. Thanks again, your feedback put a big smile on all of our faces. Cheers to living fully and staying active throughout the work week!