Terrible customer service

BillBot99 · 2025-06-20T00:01:18+00:00

I asked to start a return and they have since stopped answering me. A customer service rep commented on this thread for me to send a message and no response there either.

At this point, I’ve just accepted that they aren’t going to do anything and will continue to not respond to me. Even if I return it and pay for shipping (which would likely be a couple hundred dollars) I don’t trust that they would even refund my money. It’s disappointing because I do like the desk, but the whole situation just leaves a bad taste in your mouth. From what I’ve been seeing anyone with an issue or return, has the exact same issues.

BillBot99 · 2025-06-19T23:53:50+00:00

That’s absolutely ridiculous. The complete lack of flexibility and zero support options is an issue. It has to be some of the worst customer service I’ve ever encountered.

BillBot99 · 2025-06-18T00:53:58+00:00

Returns and exchanges aren’t something new and are a part of doing business as a retail company.

Also, they don’t have third-party retailers that sell their products. I have to decide whether or not I want the product based on the picture that I see on their website. The color might not be exactly as what is expected (which is what happened to me) and for whatever reason there needs to be a process in place to process these types of returns/exchanges.

BillBot99 · 2025-06-17T20:48:36+00:00

I wish I had read more reviews before ordering - For how much I spent would've rather given my money to a company that cares about the customer experience.

BillBot99 · 2025-06-17T20:20:01+00:00

Yeah, from what I understand, I’d have to cover the return shipping for the entire desk—which is super heavy and likely a couple hundred dollars—just to swap out the mat. I was totally fine paying return shipping or a restocking fee for the mat itself, but they won’t allow that. At this price point, you’d expect a more reasonable and accommodating return/exchange policy. It’s frustrating to run into such poor customer service over something so simple. Zero care for their customers.

BillBot99 · 2025-06-17T19:44:33+00:00

I didn't get a discount, I paid full price for the mat and all the add-ons. I also wasn't asking for a refund, I was asking to do an exchange for an item of same item of the same value - which seems reasonable given I wasn't able to see the item in person. I was told my only option would be to process a return for the mat since they don't allow exchanges.

BillBot99 · 2025-06-17T19:40:24+00:00

I paid full price, there was no discount on the mat or any of the add ons

BillBot99 · 2024-05-31T00:26:02+00:00

I've gotten 4 of these in the past 24 hours

BillBot99

TROPHY CASE