FullyReviews of fully.com

Response from FullySep 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 FullyAug 21, 2021

We appreciate you letting us know about the difficulty you've had reaching our team, Ruby. You're right that being able to connect with our support team quickly makes a big impact on the overall experience with your order. For email inquiries, you should receive a response within 1–3 business days. For voicemails, we’ll return your call in the order it was received. The experience you've described is not reflective of the care and support we work so hard to show our customers when they purchase from Fully. We extend our sincere apologies for letting you down but can guarantee that you can count on us to do what's right and elevate your experience from here on out. A team member will reach out to offer further assistance and support.

Response from FullyAug 10, 2021

We are disheartened to hear about these issues with your order; this is not at all the experience we aim for our customers to have with Fully. Our UK orders tend to take about 3-5 business days to arrive so we apologize for the additional delay on your order. We are so glad you were able to connect with our team in order to get the proper UK power cable sent out and we are still here to continue supporting you. Our team will be reaching out promptly to work through the remaining issues with your order and find a resolution that will work for you so you can start enjoying your new workstation. We really appreciate your patience and look forward to connecting with you further.

Response from FullyJun 28, 2021

Thanks for taking the time to bring your experience to our attention, Siena! We're happy to hear you're impressed with your Jarvis desk as a whole, but sorry to know we missed the mark with the product information that we shared prior to your purchase. We hear you and we understand that having to wait for your refund to purchase the desktop size that would best fit your chair and treadmill side by side does not feel like the most customer-centered approach, given the circumstances. We always strive to meet our customers needs and offer resolutions that feel fair and appropriate for the issue at hand. We'll make sure the Specialist you're in contact with follows up to resolve this as soon as possible. We appreciate your patience with this process and we look forward to you having the perfect size desk for you to utilize every aspect of your active workspace!

Response from FullyApr 6, 2021

UPDATE: This review reflects our inability to meet the high service level standards we were striving for as we worked to navigate the challenges of the Brexit transition. We want to validate this customers experience and accept full responsibility for the lack of communication and insight shared about their order. Since this review was left, 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! Should any customers 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 have also reduced our internal response time to 1-2 business days for any inquiries sent to [email protected]. Original response: The experience you've described is not reflective of the care and support we work so hard to show our customers when they purchase from Fully. We apologize for the concern this has caused, Barney! The good news is, we were able to find your initial correspondence and discern that while we attempted to reply there was an internal glitch that kept our response from reaching you; we're glad your review brought this to our attention. We're proud to see that someone has already followed up with you to continue the conversation. Their goal is to make sure you receive the remaining packages as soon as possible. We'll look forward to making sure you truly understand the value of your business and the support we strive to bring to every interaction with our customers, we appreciate you!

Response from FullyApr 5, 2021

UPDATE: This review addresses valuable concerns raised by an invoice incorrectly sent to this customer. We acknowledge the confusion this invoice caused and can confirm the fee's have been paid by Fully and the customer is not responsible. We're happy to see our Specialists were in steady communication with this customer to resolve their concerns. Since this review was left, we're proud to report that we've ironed out our processes with TNT and all invoices should be sent to Fully directly, and not to our valued customers. If you receive a customs invoice, please contact us directly. We have reduced our internal response time to 1-2 business days and are working towards 1 business day. For customers who need immediate assistance, we have phones and chat available Monday - Friday, from 9:00 am - 12:30 pm and 1:30 pm - 5:00 pm, we've got your back! Original response: We're glad you took the time to engage and share your experience, Jay. We can confirm that you are not responsible for these customs fees, and we're sorry to hear FedEx sent you another invoice. We see you've been in contact with our team and a Specialist will be in touch right away to make sure that those fees are paid and you are reimbursed if you've paid any portion of the fees. We appreciate your patience and understanding with this process, we look forward to making this right, Jay!

Response from FullyMar 29, 2021

UPDATE: This review highlights confusion and frustrations during our transition through Brexit. We acknowledge the stress and concern this misinformation caused and sincerely apologize for the negative experience. Since this review was left, we are now shipping within 1-2 business days, and we’ve ironed out the shipping and customs issues we faced from Brexit that caused delivery confusion for customers. 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. If customers need immediate assistance, we're happy to share that 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 response time for emails sent to [email protected] down to 1-2 business days and are aiming for 1 business day. 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. Original response: We apologize about the delivery issues with your order and the difficulty in reaching us via phone, Bart! We are glad to see that you reached our European team via email and we were able to re-ship your order. We will make sure you receive timely and proactive updates with the new TNT tracking numbers. Thank you for bearing with us as we continue navigating passing orders through customs with Brexit in place. We appreciate you giving us another chance to make things right!

Response from FullyMar 19, 2021

UPDATE: This feedback showcases the unfortunate delivery delays we experienced as we did our best to serve our customers throughout the Brexit transition. We accept full responsibility for the concerns and frustrations this experience reflects. We're happy to see our Specialists did everything they could to make things right with this customer. Since this review was left, we are happy to report that we have worked with TNT to resolve any delivery issues associated with Brexit. We are now shipping within 1-2 business days, and 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 our service level or ordering from us, please reach out. 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 - 5:00 pm for customers who need immediate support! Original response: Thanks for bearing with us through the delivery process as we navigate the new policies in place due to Brexit, Benoit! We're sorry to hear you've experienced such a long wait to receive your complete order. We ship everything from our warehouse at the same time, however, in some instances, the parcels can get separated in transit, and some may move through customs more quickly than others; all of these factors can create a staggered delivery, we're grateful for your patience! While we know most of the reviews here highlight concerns and frustrations with deliveries and Brexit, we and our shipping partner TNT are doing everything we can to make this transition as smooth and streamlined as possible, while we work to guide customers through this experience as well. We're moving through these challenges authentically and we haven't gotten things right 100% of the time, but we stand behind our commitment to our customers' satisfaction and making things right when we're given the opportunity. We understand and hear your frustration, and we want to support you, Benoit. We see you've been in touch with a Specialist and they've stayed in close contact with you throughout your experience during the delivery process. We're happy to see they've just responded today with a proactive resolution to ensure you receive the last parcel for your desk as soon as possible!