FullyReviews of fully.com

Response from FullyMar 2, 2021

UPDATE: We honor and validate this customer's experience and the review accurately reflects the unforeseen challenges as we navigated the transitionary period of Brexit. We take full responsibility and acknowledge we missed the mark on the shipping time frame and providing excellent customer service. We’re proud to share since this review was left, 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: Thank you for your review, Mohammed. We're very sorry to hear you're disappointed with the service you've received, but have every confidence we can make things right. We're glad that you've been in contact with one of our specialists who confirmed that your order has left our warehouse. They'll be able to send tracking information to you shortly and will continue working with you until all parts of your order are received. We are currently offering phone support for our European customers on Monday - Friday from 9:30 am to 3:30 pm CET as well as email support at [email protected]. We are here for you and appreciate your continued patience with the delivery of your order. We'll make sure you're thoroughly informed every step of the way.

Response from FullyMar 8, 2021

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 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, please contact us directly, we look forward to connecting with you! Original Response: We're sorry to hear that we let you down this time and offer our sincere apology for the way your order was handled, Kathy. What you've described is far from the shipping experience we strive for. We are glad to see that a Specialist was able to quickly connect with you and that the last package in your order was delivered the next business day, March 3rd. Thank you for giving us the chance to help make sure you have everything you need. We always have every intention to do right by our customers and know that being able to reach us when issues arise is key to a positive experience. Our European team is available by phone at +32 9 296 44 83 from Monday-Friday from 10:30-12:30 and 13:30-15:30 (CET).

Response from FullyMar 1, 2021

UPDATE: This review reflects the unexpected setbacks and challenges we encountered as we attempted to navigate the Brexit transition to the best of our ability. We understand these unforeseeable delays negatively impacted this customers experience and they ultimately decided to go with a different company. 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! Should 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've also reduced our internal response time to 1-2 business days for emails sent to [email protected], so our customers feel fully supported. 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: Thanks for bearing with us through the shipping and delivery process, Bruno we apologize for the delay. We're happy to know you've been in touch with our Customer Care Team, they're here to make sure you're taken care of! If you choose to return the desk, we'll be here to support you through that process as well, but we hope you'll accept the delivery of your desk so you can enjoy the workstation you envisioned, and we're committed to elevating your experience from here so you're fully satisfied!

Response from FullyFeb 22, 2021

UPDATE: We acknowledge that this review accurately depicts the challenges that arose due the transitionary period of Brexit. We honor and validate this customer's experience and want to express our sincere apologies. We take full responsibility for missing the mark on the shipping timeframe. 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. Original Response: We're so sorry to hear this has been your experience, Yassin. We know we're doing everything we can to navigate the customs situation with shipping from Belgium to the U.K. but the process hasn't always gone as smoothly as we strive for. It is unfortunate delays are causing issues, thanks for hanging in there with us, we're here to support you. We see you've reached out for a refund at this time and we'll be sure someone follows up as soon as possible with the next steps. We appreciate your continued patience with this process!

Response from FullyFeb 18, 2021

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!

Response from FullyFeb 13, 2021

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.

Response from FullyFeb 11, 2021

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!

Response from FullyFeb 9, 2021

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!