FullyReviews of fully.com

I purchased a Bamboo Jarvis standing desk with a few extra accessories and my wife purchased a standing mat. We both had mixed experiences with Fully specifically to do with customer services and delivery in general. The good: - I do really like the desk I received, the quality of the bamboo and the lifting mechanism is excellent - The setup is straight forward by following the videos on their site, I was up and running in 45 mins - Customer services interaction is genuinely apologetic and gernally helpful. However..... The bad: - Customer service response time is painfully slow. On average it takes a week for a reply. I understand that the team is busy and volumes of orders are high but customer service SLA's are very poor. The effect of a slow repsonse is a request to update an order a week before it was due to be shipped was missed. It was then sent out with an appology that it was too late to update however the courier company TnT took another week before it was even collected. In the end delivery took 6 working days. Its now taken a further 3 days to arrange a return collection and 5 days to make it back to the warehouse. The returns are free but it could have been avoided in the first place. Still waiting for a refund but realistic about how long this will take - My wife also ordered a standing mat that was in stock and ready for delivery in 2 -5 days. We were sent a TnT tracking link two days later but the tracking link didn't work. We chased up and got a reply on the 7th day after dispatch. We were told incorrect paperwork was submitted to TnT causing an issue with customs and the order had to be returned to sender. Its now been 11 business days since placing the order and no new tracking details have been provided. The team has been kind enough to offer us a discount which is appreciated but the experience overall hasn't been great In summary the products are excellent but quicker responses to customer service emails would be appreicated considering you can no longer call them up. We have also been given tracking details for TnT on two separate orders which never updated and an issue with customs paper work.

Incredible products with incredible customer service. I ordered a complete Jarvis L-shaped standing desk setup from Fully and love it. Setup was relatively easy for such a large piece, it looks great, and it works incredibly well. I also had an issue with the sidekick filing cabinet accessory, and they got back to me the same day and shipped out a new one immediately. I'm incredibly pleased with my purchase and am looking forward to placing an order for a more ergonomic desk chair!

Still waiting on my desk 10 days after the order and no update on when I will get it. I've tried emailing customer service and nothing back. I don’t want to put my order number on a public review. I’ve emailed you an update on my order. Update - it took three weeks to arrive and they didn’t reply to my email. Update 2 - No reply to the email despite saying they would love to connect plus I have had a bill for over £200 from TNT for duty on the desk. Avoid, avoid avoid.

We are in the midst of a global pandemic and people are complaining that a company that is selling one of the most sought after home office items is experiencing minor delays due to unprecedented restrictions/working conditions. Some calm and understanding is needed. I ordered my desk knowing that this would not be the smooth experience that I would be used to from a company and I'm sure Fully would also like to be able to provide the same level of customer service as they had done before the pandemic, but, like everything else, we have to accept that there is a new normal. I placed my order and my desk was dispatched within the timeframe quoted when ordering. Unfortunately, either due to an order error(by me), an issue caused by my corporate PC's hatred of tracking/cookies, or perhaps a website error, I was going to receive the wrong surge protector. I contacted Fully immediately knowing that this would not be a priority issue as the desk and additional functional items in the order were correct. The expected timeframe for a response was 3-5 days, a bit longer than normal but still acceptable. 3 days after my email, I received a response from a great customer service agent called Jolien. They advised me that when I received my order, I should let them know what surge protector I received and if it was indeed incorrect, they would replace it with the correct one! I'm happy to say although I received the incorrect surge protector, the correct one is now on its way to me thanks to the great support I received. Living in Ireland during the pandemic and at the start of 2021 (post Brexit) has meant issue with logistics are not uncommon as the UK was a land bridge between Ireland and the EU. I am sure those in the UK will experience similar logistic issues across the board as they are no longer an EU country. Unfortunately the courier only delivered part of my order on the due date. The rest of the order was delivered over the following days! This was most definitely a shipping issue as all boxes were time/date stamped with the same time when handed from Fully to the courier. I reminded myself that we are living through a global pandemic and Brexit and sent an email to Jolien. Jolien who followed up with the courier, even though this was not an issue created by Fully, and was able to give me timeframes on the delivery of all my packages! This was very helpful again and in my view above and beyond expectations! Now I am standing at my desk, wondering how on earth I lasted without it for so long. The contoured bamboo desktop is gorgeous, the structure is solid, the cable management trays have hidden all my unsightly wires and the dual arms keep my screen and laptop raised at the perfect height that is easily adjustable leaving me with a lovely clean, decluttered desktop! If you are on the fence about this product you need fully embrace it, it is one of the best decisions I have ever made! A great product backed up by great service even in these difficult times!

Beware. Their advertisements and documentation on lead times is complete bull***t. Even their invoice says 2 to 3 business days for in-stock items. 11 days later not a peep. Their phone line and online chat has been closed down and they are not responding to emails. Their autorespond says they have "exceptionally long lead times" due to a November promotion. Well why didn't they say that before taking my money then?? Who know when I'll eventually get my order. What they're doing is totally illegal - promising a service which they know they cannot deliver.

Update: Once Fully support understood how tricky a situation this was for me they reached out, called directly and have been chasing the issue daily. A confluence of really challenging situations for them, and while i'd recommend expecting things to take a lot longer to be delivered, i still recommend them as a company! I placed an order two weeks ago, picking Fully as they had items which were in stock with short delivery times.  The order confirmation says 2-3 days shipment and I was charged immediately.  I emailed Fully straight away asking a question about the order (which took them 10 days to respond to). Fully's website says that they're expecting 2-4 day delivery to the UK currently.  10 days following the order one box of the 6 arrived, 3 more 3 days later.  TNT have said that the other 2 boxes (including the tabletop, which is kinda necessary) haven't entered the country yet and they have no idea when they will. It took 10 days for Fully to respond to my initial email.I've just emailed Fully, if prior performance is repeated I won't hear back from them until the 28th, so am just sitting here without desk and no way of knowing when/if it will arrive. What was meant to be about a week to get a desk is looking like it will be 3 weeks+ if I even do receive it.Fully are only contactable via email and have a 10 day turnaround on that, so no way for me to find out/talk to themHorribly frustrating experience, and seemingly one that many people are having at the same time. Update: Stupidly bought a chair from them following this experience and have had the whole rigmarole again, including them submitting incorrect paperwork to the courier company and needing me to talk to TNT on their behalf for them to work it out (requiring a reshipping a fortnight after I ordered). Do not buy. Overloaded support, email only. company not able to manage their orders coming through.

My advice is try to contact them before to buy, not after, you will discover they have no customer care. I have bought a a jarvis bamboo desk three weeks ago, specifically because of the great reviews I could read online about their customer care. One week later I got 3 out of five items, please note the central column is missing, which is against their shipping policy which state they may ship later some accessories but the basic components of the desk are always shipped together. I wrote them an email asking for info, and got an automated reply telling me to wait for 2 business days to get an answer. While waiting for them I ringed the TNT who told me two of the 5 items had not been handled to them yet and to complain with fully. After a week and no response from fully I tried calling them, so I discovered their phone number is fake, they don't answer to it, a recorded message instruct you to write them an email. I wrote a second time and got a second automated message warning me to do not keep writing because it push my ticket back into the queue. They seems very capable of answer bad reviews here, trying to convince you they care and they answer. In reality is just a marketing tactic. If you have a problem they will ignore you to death.

My desk was faulty, I did not get a response for several days and was worried what would happen. I wrote a review expressing my disappointment. Now I am updating this review, to give a full account after the matter has concluded. The team at fully were delayed due to the high promotional activity in November and staff shortages because of Covid-19. However, once they got in touch, the service was excellent and they demonstrated integrity and genuine care in their response to the issue. They made it easy to confirm the fault and sent a replacement part without any fuss. Many companies provide good service when everything goes to plan but I have not experienced many who have listened, done the right thing and genuinely cared about fixing something when there is a problem. I'm sure this will sound familiar to a few people... The last time I can recall being this delighted in such a situation was with Amazon. The desk works beautifully now, so I am not only relieved but delighted with my purchase.