FullyReviews of fully.com

Response from FullyJan 9, 2021

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!

Response from FullyJan 9, 2021

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.”

Response from FullyJan 9, 2021

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.