I placed my order in November. After 3 weeks, it still had not even shipped. I emailed customer service and they said it would ship in 3 days. 4 days later and it still had not shipped. 4 weeks and no product....horrible customer service and will never recommend this company to ANYONE!
Response from Smugdesk.netJan 12, 2021
Hello, some time ago the United States logistics have very serious delays, not only our platform, even Amazon's logistics also have also very serious problems, we were explaining to you, and in your request for a refund, we are also immediately give you a refund, please ask you where there is still dissatisfaction?
SP
Shelly P.
Buyer beware!
Have yet to receive item and can’t get any answers as to where it is.
If I could leave 0 or negative stars, I would!
Edit to add that despite what the reply below states, this issue has not been resolved. I got an email that made no sense and when I responded back their reply was just more of the same confusion with no answers. And if you call to try to talk to someone it goes straight to voicemail, but then you can’t even leave a message because their “mailbox is full”. Buyer Beware!
Response from Smugdesk.netJan 9, 2021
Hello, I'm sorry you had such an experience, we found out your problem according to your order information, our customer service is already helping you deal with it, our customer service will reply to you within today
HN
Hagop N.
Order not delivered on promised date
Placed order for 3 chairs on November 27.One was delivered 5 days late, the other was not. When I inquired about it via email since I was not able to get a hold of anyone via phone, I was told "the logistics is delayed,I have urged them to hurry up.Could you please wait for several days?". So I asked them to cancel that order and refund me since I had bought it as a birthday gift which was not going to arrive on time.
Response from Smugdesk.netDec 31, 2020
Hello, we checked your order and found that you cancelled it and we refunded you, and we also checked your email and found that we did reply to your email and there is a record of it, here is part of the record
Customer Service Team （[email protected]）
Hello,I am sorry for the late reply. because the order volume of Black Five is too large, the logistics is delayed,I have urged them to hurry up.
And we have many warehouses overseas, maybe your order is sent from different warehouses.
Thank you for your patience in advance.
Sincerely,
Summer
Jack Nalbandian（[email protected]）
Jack Nalbandian
It me again. The s8568 came 5 days later and s8365 should've came together and you saying wait several days. If you can't send it by monday refund me the money will buy it some wher else
TS
Tim S.
Customer service is the worst
Customer service is the worst. Phone numbers are dead - Chinese company with no followup service. We bought a GREY chair and received it, the mesh back of the chair is completely useless, thus making the chair useless. We contacted them for a replacement and received a BLACK replacement. When asked for the correct item to be shipped, we have yet to receive it. 1 month now and still waiting to use our chair.
DON'T WALK - RUN AWAY FROM THIS COMPANY!!! TRUST ME THIS COMPANY IS ABOUT AS USEFUL AS CHINA-BIDEN
Response from Smugdesk.netDec 29, 2020
Hello, we have asked the warehouse about your order. We are sorry that our colleague sent you the wrong color parts. To apologize, we gave you a partial refund and re-sent you the correct color parts, and you signed for them.
JA
Ja
Zero stars would be more appropriate
Zero stars would be more appropriate. I ordered a chair and never got confirmation of my purchase nor did I receive shipping confirmation. I was charged though and paid for the chair. After a week I called both numbers on the website for smugdesk and both gave me a prerecorded message that they had not yet set up their mailbox. This site is a scam! Beware!
Response from Smugdesk.netDec 29, 2020
ABOUT SHIPPING DELAY
Dear Sir/Madam,
Thank you for placing your order with us. It is our pleasure to serve you and we make all efforts in making the buying process easy and comfortable for you.
We sincerely apologize to you for the delay in delivery of the products you ordered with us.
Due to a large surge of holiday packages, our carrier FedEx and UPS have enforced strict limits on how many packages they can send out each day. We are flooded with a large number of orders this month and all this has led to this delay.
As a small token of honor and as a mark of apology, we are extending your warranty from 1 year to 18 months.
All defective items or parts can be replaced with no cost within 18 months.
All these upgrade services will be automatically recorded in the system by us.Please do not email us repeatedly.
Due to the coronavirus outbreak, weather events and a surge of holiday orders, we are facing a lot of irregularities in shipping orders.
To cope with the surge, Smugdesk has already taken actions to expand warehouses, hire more workers and increase capacity from June this year.
We did our best to deliver the goods from our warehouses to the carrier distribution centers in time. Although the carrier has picked up the packages and produced the shipping labels, the limits on daily delivery may lead to delay in scanning and shipping. As a result, it will take longer than expected for the the tracking information to update.
Your order had already been put into operation and will be shipped out to the nearest carrier distribution center within 5 days. And for some orders it may take 15-20 days for the carrier to scan and ship out. If your package hasn't arrived in 10 days, and has no update in shipment status, please contact us in time.
We are trying our best to minimize the delay as much as possible to reduce your trouble. We have requested the carrier for more number of staffs to expedite our shipment process.
To ensure that this crisis does not take place in the future again, we have taken all precautionary steps. Once again we apologize to you for all the troubles caused because of us. We would appreciate your support on this matter.
MH
MHS
Pure deception on return/refund policy
I would give smugdesk.net zero stars if I could. They are a China-based company and their return policy is extremely deceiving. The website reads: "We accept return of products. Customers have the right to apply for a return within 7 days after the receipt of the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging."
I bought two chairs, and opened one box. I immediately knew the color would not go with my decor, so I closed it back up and requested a return address. After several back and forths with NO address provided to me, I was asked if I had opened any of the boxes. I explained the above, and I received the following: "I am sorry to hear about this issue.This chair you purchase is best-seller in our store.
Because the chair has been used, we can't sell them even if they are returned to us,it is also a great loss for us.
How about we refund 20 % to you to make up for the defect of the chair?Then you do not need return the chair."
Really??? How upsetting!! This is a Chinese company. Their phone numbers don't work and they only respond to your emails at night time! Avoid smugdesk at all costs!!
Response from Smugdesk.netDec 29, 2020
Hello, I'm sorry for the trouble you caused, our website has an official email address, our Email is ：[email protected]. And our phone number can be connected, it's just that there are more customers calling us at the same time, resulting in a busy line, so your call didn't come in, right? Please provide us with your order number, we will solve your order situation for you.
Hi, I saw your two comments and it made me confused, can you please provide us with the order number? We will check your order status for you. Because you have a comment in September that we don't allow you to return the goods, and then 6 days ago there is a comment that we are delayed in delivery and don't help you to call UPS. we are confused about this because now it is the problem of UPS and Fedex's lack of capacity, they only have 2 trucks per day to pick up the goods from our warehouse, we asked them to provide more trucks to return the goods, but their reply is there is no way to Do, and then about this thing you can personally call UPS to check the.
Translated with www.DeepL.com/Translator (free version)
ZG
Z Good G.
BUYER BE WARE
BUYER BE WARE: I would be EXTREMELY careful about this site. I bought a chair from them and the contact information contained in the shipment box was to an American; a woman named "Carmen" who said that she and her husband sell these chairs on Amazon. However, I didn't buy it there. I went directly to their site: smugdesk.net. Well, when the product turned out to be bogus, in that it could not be assembled because of poor/shoddy construction, I naturally asked for a return label and a refund from the woman I spoke to. She asked me for an email and I sent images of the poorly designed & fabricated chair to her at the address she supplied. The email extension is altogether different from from the site (smugdesk.net) in that it bears a totally different name ("vipclub") from the purchase site and bears a ".app" extension. In Carmen's original email she initially claimed to be able to resolve any problems right away, but, then began to retreat when the pictures I took of the ACTUAL product arrived. The tone began to change and all of the sudden I was redirected to some third-party (a Chinese person who went by the dubious name of "Sandy") for a resolution; this person also had a "vipclub.app" email extension. I explained to Carmen that no action had been taken by anyone (Chinese or other) to send either a working model/replacement or issue a refund. At this point I have come to realize, from her replies, that Carmen (the American woman supposedly selling chairs online with her husband) cannot issue a refund or DO anything BECAUSE the Chinese supplier is the actual apparent controller of the site. She had me email them despite my buying the item from HER. I have no idea who these Chinese supplier are, beyond knowing that they do not read English. And as a result have now lost over $100 (USD) on a product that, in addition to being ridiculously poorly made, cannot apparently even be returned. Buyer be ware: Caveat Emptor.
Response from Smugdesk.netDec 29, 2020
Hello, I'm sorry to give you a bad experience, but the products on our website are real. Because we have multiple customer service to handle our customer complaints, we will give different customer service to be responsible for each of your orders. Please provide me with your order number, I will check your order situation, and will deal with the problem for you!
