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 service - so no experience with that.
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 should have stuck with Fully. Back to Fully... I remember knowing that I'd made a good choice at the time when I was building it. The parts are just so well made and sold. I have a walking machine that I use while I work - so a solid desk was a must and this lives up to it, four years on. I think Fully are more expensive now - perhaps after being acquired by Herman Miller or something. In any case, I Fully recommend em!
Solid adjustable desk serving purpose as described; positive customer service experience whereby I was sent a replacement electronic part for free (which needed replacing due to my own error), saving me from having to shell out for a whole new desk
I bought a Fully desk a few months ago and accidentally ordered the wrong colour frame (alloy). They were quick to email me with instructions on changing it, and had me order a new frame, sending the old one back for a refund.Unfortunately they never issued a refund and after multiple "we'll get back to you" emails they simply went silent.
I bought a pricey Jarvis desk from Fully in 2021 that has a 12 year warranty. I love the desk, but recently it has started to malfunction. This isn't trivial -- one does not want the desk to get stuck in the standing position or -- even worse -- somewhere between sitting and standing. Sadly, I have had a support nightmare very similar to what as another reviewer posted here one day ago. Fully's website promises a response time in ten days (!) but in fact they never got back to me. In the meantime, their website says the desks are now being sold through Herman Miller. But Herman Miller just told me today that Fully are the ones to contact for providing support. So much for the warranty!
When I bought my Jarvis from Fully, the support was fantastic. Then they were acquired by MillerKnoll. My Jarvis’ control stopped working about two months ago, so I went to the website for support. That’s when I knew I was in for pain: no chat functionality for contacting support, no support phone number, only the option to email for support. I had already run through all of their provided support documentation and troubleshooting steps, so I sent an email with the information that they ask you to provide (issue, original order date, and order number.)It took more than 2 weeks for a response, and the provided response was a copy of the support pdf that I had already read and followed the steps. I responded with pictures of my failed control and power unit and my order number (again).There was no response for more than a month, so I reached out again with the photos and order number. I got a response a few days later with the same support pdf that was sent before.I responded again with the photos and order information and again affirmed that I had completed all of the troubleshooting steps provided in their documentation.Today I received a response telling me to give them all of my banking information (via an insecure email!) for a wire refund. I told them that I don’t want a refund, I just want to replace the failed parts and have a working desk again.This has been a nightmare. Stay away from the new iteration of Fully and MillerKnoll. They don’t care about their customers, and their business practices border on fraudulent.
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 properly to be completely level. The two-legged standing desk design is not fit for purpose for anyone working long periods at home, especially on video calls, as you'll get camera wobble. I contacted Fully twice on email asking for guidance, and then a refund, but recieved no reply. VERY disappointing from a £500+ desk.
I'm one of the customers who suffered from shipment delays during May 2022. I also left a low-star comment about how troublesome experience it was. Despite I enjoy the product very much, the shipment experience and customer service was quite frustrating. Later on, I got reached out by Fully to compensate for bad experience. I was told I will be given a chair for free. I redeemed it and ordered it. Then it also mistakenly got arrived to somewhere in Germany, I asked for reshipment. I emailed the agent I was in touch with, more than 10 times. She has been ghosting me ever since. My guess is, she sent the chair to her friend or something.Very, very bad experience overall. The material quality is good but this treatment overall is nothing I would imagine for a 4-digit spending.
DO NOT BUY!I purchased a standing desk a few months ago, once assembled it showed defects w.r.t the control / electronics. Basically it takes ages to move the desk up or down. I have been writing to their support for months at that point. They take an average of 15-20 days to answer even the most basic email. And their answers are usually completely useless. I think they are just trying to gain time to not figure out a real solution, which would cost the company a reimbursement or a replacement. If you want to laugh, their last email was asking me for the sales order... which they have since it's the same email... I am still without a solution and desperate. DO NOT BUY.
I ordered a Jarvis standing desk (with manual crank arm) and a Luna stool from Fully at the start of 2023. To cut a long story short, the desk, once assembled, is really good, although the assembly instructions could be improved a bit. The Luna stool is also great, except on mine the cushion began coming away from the seat after just a few weeks (not in a huge way, but enough that I was concerned it might progress over the coming months, perhaps rendering the cushion unusable). I wasn't sure why this was happening, since the build quality of both products seemed so good. Anyway, I contacted Fully, and without any hassle a replacement was on the way. That was more than I was expecting, and I can't fault the way they handled my concern. Overall, Fully's stuff isn't the cheapest, but it's above average quality and I'll gladly consider buying from them again in the future knowing that they value my satisfaction.
I ordered an L stand desk and a filing cabinet and they both had product damage. I emailed customer service and they said they said they discontinued the filing cabinet and would provide a refund. A month later in May, I had yet to receive a refund. I emailed them in again asking about my refund. I get an automated message that they will take 10+ days to return my email. A few weeks later they return my email stating once again:"Hello,Thank you for your email.I apologize for the delay here. I have raised this with our finance team and I can assure you they will sort this for you asap.Thank you for your patience.Kind regards, Vera "-Another month goes by and here we are in June. STILL NO REFUND. Hundreds of dollars that I spent and it seems like they will just keep sending the same email over and over. Do not buy from this company. Bad quality assurance. The absolute worst customer service.
I preordered a Herman Miller chair in November 2022 to be delivered in February 2023. The chair was never delivered. When I asked, they told me that they had run out of stock, the order was cancelled and the money was refunded. I have never received the refund. Extremely disappointing.
Unfortunately Fully we all know is gone. Miller Knoll is the new owner and that changed everything. Fully was famous for their excellent customer service. I've bought Jarvis some time ago exactly because of the customer service.During spring sale I've bought Alani chair which came with wrong armrest, screws for armrest were also messed up. As everyone noticed there is no customer service anymore I'm afraid. Miller Knoll managed to destroy 10-15 years of reputation building in like 2 months.
UPDATE 1: Reducing 2 more stars for such appalling service. Contacted them after 30 days to find out they are now owned by Herman Miller. There was no update on who to contact for refund or followup by themselves about this change. Contacted their new email and Twitter account to be told it will take them 'several business days' to respond as if they haven't already taken enough time. If it's so busy then hire more people and automate your processes! Stop with such lame excuses!Good Product but Terrible Customer Service.Like many others, placed the order after reading reviews on different sites including reddit + because of their long warranty which I now think won't be very helpful. Why?Because the customer service is terrible! You keep hearing we are busier than usual and/or small team but how does that justify in today's world by an established brand. But when they do respond, they do try to be as helpful as possible. It's the delayed responses that get you and the phone line not working at all! Delayed responses is one thing but holding my money for a cancelled order (because I made a mistake and had to place another order) for over 30 days because their accounting team is small is absurd in 2023! Whatever happened to automations? Ideally, you should be able to make changes to your order or cancel yourself from your account without canceling the existing one and placing a new one but looks like they are living in 2013.The confirmation email you receive is another story, doesn't tell you the exact names of the parts but their codes - how are you supposed to know if you made a mistake? I had to find it out myself and thankfully found in good time. The product itself is good and working fine, hence the 3 stars. Apart from very small spots on the desktop for which they said they will make a small partial refund. Fine by me! The overall price wasn't bad either due to the sale but this delay in refund has really pissed me off now (today is 10th May). I sympathise with other people who are still facing issues with partial deliveries, damaged products. I was lucky enough to receive the complete order the next week (after bank holidays). But if given another chance, I'd go to with FlexiSpot. They have an online chat, better prices and customer service now.It's like Fully gave FlexiSpot the opportunity to fill in and they are! If it's really acquired by over-priced Herman Miller then they will have to spend a lot on building reputation again and def better customer service. For now, sadly even tho the product itself is good, I'd say avoid if you can because the customer service can mar your experience. I've seen a guy from FlexiSpot responding to people on reddit as well.Step up Fully, if you want to stay in the game!
Like many others, I ordered a Fully desk during their big spring sale (March to be exact). I received shipping information a week or so later and in two weeks the packages started arriving. Everything came in except for the desktop because DPD said the item is too big for them to deliver and does not conform to their process (which in itself is weird as they stated on their site they exclusively work with DPD and DHL). DPD told me I need to talk to Fully and have them reach out to them.And that's where the problems started. Fully went completely radio silent. I sent multiple emails with updates on my order and got no answer. Then one day I see their customer support email changed and they were not operating in NL anymore. I have sent emails to the new Fully email and also reached out to Herman Miller, but have not received any help. The desktop has meanwhile been shipped back to god knows where, so now I'm stuck with just the legs. This whole experience has been highly frustrating and the whole merger has been handled terribly. I hope to at least get a refund down the line, but with the lack of communication my expectations are low.
Worst customer service I’ve ever dealt with. Table top arrived dented and a big chunk of laminate removed from the top. Table top size now out of stock and they won’t provide me a replacement. I’ve asked for a full refund but they’ve offered a partial refund to keep the broken product. I’ve stated numerous times that I don’t want a defective product and they won’t listen. Customer service don’t properly read messages (calling me the wrong name, mentioning an issue not related to my issue, and copying and pasting generic/reused responses). I do not recommend buying from them!!!!!
Order placed March 29 with apparent "Next business day" shipping - still no further comms close to a month later with any confirmation that the item has shipped. No response to contact form sent, as mentioned phone number on website disconnected. Virtually impossible to get in contact with.Update: Finally received some contact, likely because of this review, to get the order manually processed as it was just sat in the system. Had boxes finally arrive 28/04 but delivery contained only one of the two required for the desk stand and motor (missing box 1 of 2).The hunt for customer service continues...
Customer service nowhere to be found. Have been trying to get a response since earlier this month about the £1000 desk I'd purchased late last year which is now unusable due to a broken leg.Update: Thankfully customer service at the company who has acquired this company have sent out a replacement leg and parts.
Bought the Jarvis standing desk. Shipment to Italy experienced some delay, nevertheless, I was timely updated on the delivery status. The product is great. Sturdy, beautiful, fluid. Totally recommended. A pity that Fullly has such low reviews, if they were bad, now they improved a lot.
I have bought two different ergonomic stool chairs recently in separate orders, both in the sale and have received both orders. They shipped from Belgium so didn't ship immediately, ordered first chair on 12th March and received 17th March (within their advertised timescales) and second chair on 20th March and received on 29th March and received an email advising delay due to high orders in sales. Customer service has been great for me but wasn't fast (7 days for email response) and have received a refund for a price match guarantee they have, so have two really good quality chairs for amazingly low prices. Did notice a lot of the sale items are out of stock now and if I saw these other reviews I would have been put off ordering, so not sure what is happening, but I have had no problems at all and really happy with my new chairs which are really comfortable and helping improve posture at desk.
