Human Active Technology — Local services in Forks Township

Update: After a lot of exchange with customer service they verified that we actually don't want to defraud them and found our money in their accounting system. Thanks to Rahm for resolving this.

In the meantime, though, they updated their product and couldn't deliver in the timeframe we needed the desk. They refunded the money and we went ahead with a different vendor.

In summary: it took almost 2 weeks to get our money back but at least this worked. I highly recommend they update their online shop system to deal with fraud management by payment providers.

Original post: We tried to order 2 stand desks over the weekend and unfortunately it didn't go so well.

Issue 1: We tried to order 2 desks and chair. When it came to check-out it systems told us it cannot deliver to us (in San Francisco). When inquiring by email we got an answer much later that it "should work". We played around and it turned out that we could move on to the delivery process if we removed the chair. Looks like they don't like to sell chairs and we can find them elsewhere. Fair enough.

Issue 2: When we ordered we used a debit card for the purchase. When processing the payment Citibank, the card issuer, threw a fraud alert and send us a text to verify the transaction. We did so a few minutes later. Unfortunately, by then the payment process has rejected the payment and Standdesk is not able to pick it up after a fraud mitigation process. However, the debit transaction now came through and the money left our account. When trying to solve this issue the Standdesk representative was very slow to respond and then finger-pointed to everyone else. There is no order in the system since the "payment section" failed.

Right now I am out of my money, I don't have an order in their system, and a customer service representative who is really not willing to help solve the problem.

My recommendation if you really want to buy with them: order on the phone since there online ordering process is immature; use a credit card to be able to claw back your money; don't buy chairs.

I'll keep updating this as to the final resolution of my...

Poor customer service. Declining quality out of the 6 desks we purchased 3 have failed. The motor lifts the desk at different speeds causing the desk to be tilted. I have been dealing with the company since Feb 2018 and they finally agreed to replace the defective parts but still don't know when they will arrive. I completely supported this company at it's start up but the changes they have made have been for the worse. It is impossible to get anyone to call you back. Steer clear of this desk. Update 6.6.2018--I received the replacement parts but they are for the wrong model and will not fit our desks. I notified them of the error and wanted to know how we can resolve this. After multiple emails about this i still have not received any response. Very disappointing.

6/18/18 update Still now response. Phone numbers are disconnected. Their website is still advertising specials for June.

8/10/18 Update We have received 2 new desk frames. Built the first one this morning. The controller was dead and we had to pull the controller from the second desk to test. There is still a problem with the desk. Left side rises fine, right side does not rise at the same level. This is the problem we had with the other desk once they had been in use for a few months but this one was like them right out of the box. I have asked for credit back

Update 10/10/18 This is becoming a joke. They now have a valid phone number listed but all calls for any department go to voice mail and they want you to leave your name and number. We still have no resolution to the faulty desks we received. They refused to give us credit back even though they are still under warranty and they can't resolve the problem. We are at a point that we will scrap the desks and all of the replacement parts they sent that don't fit and cut our losses. If you order from their company do so at your own risk. They will fail at some point in the future if they even work...

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...