StandDesk

My StandDesk standing desk failed after a few years of use. When I contacted the company, they initially told me the desk was under warranty, but then changed their minds because the desk serial number revealed that it was an old Kickstarter model with inferior reliability compared to later models. This was news to me, because I did not buy the desk through Kickstarter or in the years that model was apparently made. So they apparently sent me an old inferior model without my consent, and then later used that fact to deny me any warranty coverage. Their only solution was to try to sell me a whole new desk frame for hundreds of dollars. I'm blown away by this business practice. Terrible.

REVISED REVIEW:
Promptly after leaving my negative review a customer service rep did reach out to me. Over the course of a month of back-and-forth I did receive a replacement top. From my experience it seems that this company was unfortunately hit with higher demand during the pandemic than they could handle, so I did have to do a lot of waiting for my replacement, but the overall product I am satisfied with.

ORIGINAL REVIEW:
One star.
My desk arrived in two parts earlier than expected (which was nice), and had no visible shipping damage. However, upon opening the desktop box, I quickly discovered a crack running almost the entire length of the underside, as well as small cracks on some edges. Immediately I filled out their contact form on their site. A few days later, after no reply, I followed up with an email directly to their info email. After no reply to that, I reached out to them via DM on Facebook. Again, I received no reply. I have now also called and left voicemails twice, and find that, again, no one it getting back to me.

This has been going on for three weeks.

The product itself seems nice, and is affordable (though I can't speak for the electronics as I have not assembled my broken desk). However, this absolute lack of customer service forces me to leave this negative review, and recommend any other potential customers look elsewhere for their standing desk.

If the customer service team at Stand Desk does reach out to me and resolves my issues, I will be happy to update my review accordingly.

Re: REVISED REVIEW: Promptly ... StandDesk replied on Tuesday, September 1st 2020

Hi Emily, please email me at [email protected]. We will further assist you

Desk came in working fine however there are missing parts for the cable management Taco-mesh black (SKU# CMT-04), there was no hooks with the order to be able to attache the cable management to the desk.
There are also missing screws for the cable management tray-steel, glossy gray (SKU# CMT-02).
I have tried numerous times to get in touch via email and phone but there has been no response, i would like to know what is going on and if i can please get a response!!!!

Re: Desk came in working fine ... StandDesk replied on Tuesday, October 20th 2020

Hi Dr. Andrew, on behalf of StandDesk I apologize for this. Please send me an email at [email protected] so I can further assist you with this issue.

I DO NOT RECOMMEND THIS PLACE! When covid started and we started working from home, we decided to purchase a standing desk for our home office. We really liked the fact that the company is based in California. The desk worked nicely for a few weeks but then one of the legs stopped working (June 2020). We emailed customer service and they asked us to send over pics and videos but we did not get a response. After a few weeks they responded and told us that our ticket got lost. So we sent over the pics and videos again. Then we didn't hear from them so we decided to email the founder. They replied saying their ticketing system was having issues so we had to send all details again for the 3 or maybe 4th time. They responded with an order number for a part they said they had to order. That was a few weeks ago (it is now end of September!). I seriously just want to get a refund but we can't even get a hold of anybody. How do you report a business to the BBB?

Re: I DO NOT RECOMMEND THIS P ... StandDesk replied on Friday, September 25th 2020

Hi Hiyasmin, please send me an email at [email protected] so I can further assist you

DO NOT BUY THIS DESK- 10 Week Desk Debacle. Interesting that despite 20% of the google reviews being 1 star, not a one on the Standdesk.co site is 1 or 2 star and only a small percentage at 3 stars. They've obviously filtered them all out, as they did mine they asked for after my desk arrived that isn't on the site. It might have helped to hear all the horror stories before committing to buy, especially in the now saturated standing desk market. I bought the desk and several accessories in June, all were listed in stock and ready to ship. After purchasing I received an email saying that both the desk and the controller were back ordered. The arrival date would pass, I would email and call, and wait, email and call again, then finally receive a reply saying they date changed to the next week. That date would pass, repeat, repeat again with same responses, for a total of three times. In addition to delays, one of the accessories was discontinued after I purchased it. When the desk top arrived, it look absolutely nothing like what I purchased(see picture), so much so that it was refunded. The legs however didn't arrive until the following week, now September. I don't whether it is COVID or just Standdesk's struggle to keep up with the market, but this whole experience has been a struggle. You cannot get ahold of a customer service representative in a timely fashion and the end product is not something that makes all of the negative experiences a non issue. Hopefully they figure it out, but I wouldn't be willing to risk three months and the amount of money these desks cost to find out.

Re: DO NOT BUY THIS DESK- 10 ... StandDesk replied on Thursday, September 3rd 2020

Hi Alex, please email me at [email protected] so we can further assist you

STAY AWAY:
Ordered a desk late July 2020, they took my money, promised a delivery date via website, next day disclosed it will take 1-3 weeks longer, we are now past that date, and I have yet to have an updated response in terms of timeline as to when I will see my desk that I paid for ~1 month ago. They are non-responsive, so I am out a lot of $$$ holding out hope that I will see my desk in 2020.
I really hope to update this review with a much better rating, once I actually receive the desk I bought.
Update: After a month, they now inform me it will take an additional 90 days. I cancelled my order.

Re: STAY AWAY: Ordered a desk ... StandDesk replied on Wednesday, August 26th 2020

Hi Jason, I am Bjorn from the marketing team. I have forwarded your concern to the head of our customer support. Our team will reach out to you within 24hrs

Although the website says the desk will ship in 3-5 days, I have not received tracking info in 12 days. StandDesk has not responded to emails or multiple voicemails (cannot get ahold of them by phone) asking when the desk will ship.

Update: 21 days later, StandDesk has told me the desk I ordered is not in stock and will not be restocked for 90 days. They have offered alternatives but I am looking for a full refund at this point.

Re: Although the website says ... StandDesk replied on Wednesday, August 26th 2020

Hi Christi, I am Bjorn from the Marketing Department. On behalf of StandDesk, I apologize for the delay and lack of communication. With the COVID situation, all businesses are affected but we are trying our best to ensure we provide the best service possible. We now are integrating solutions to these problems, so in the coming weeks, things should be much better. I have forwarded your concern to our customer support team, they will reach out to you within 24hrs

We ordered a desk in July. We were told they were backordered and our order would be delayed. No big deal. Now it is two weeks beyond when it should have shipped. Multiple attempts to get a hold of them. Calls go go voicemail. Multiple ignored emails. So disappointed. I never leave negative reviews, but hoping maybe someone will actually provide customer service if we do.

Re: We ordered a desk in July ... StandDesk replied on Wednesday, August 26th 2020

Hi Michelle, I was not able to find your name on our system, could you please email me at [email protected] and provide your order number. Thanks

No live customer service. Leave multiple voice mails, no one responds. Multiple emails to customer service, no one responds. They are selling products but have gone completely underground. COVID or not, it's inexcusable customer service behavior. I don't know how anyone can buy from these people.

Re: No live customer service. ... StandDesk replied on Monday, August 31st 2020

Hi Ben please email me at [email protected] with your order number so we can further assist you.

Stay away. They take your money but never ship anything or answer any of your emails or phone call. Save yourself the time to go through the dispute process.

Re: Stay away. They take your ... StandDesk replied on Wednesday, August 26th 2020

Hi Siamak, On behalf of StandDesk, I apologize for the delay and lack of communication. We know our responses as of late have not been up to acceptable standards. We apologize, and moving forward we are making changes. Our customers deserve better, and we're committed to improving. We appreciate your patience as we adjust our internal customer service processes. I have forwarded your concern to the head of our customer support team, expect a response within 24 hrs.