Complaints

• Initial Complaint

  01/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a standing desk from this company via Amazon on 9/29/23. It broke within a few months and stopped moving up and down because the pins in the power cord that plug into the controller are broken and the metal in the cord is not contacting the metal in the controller. I reported this to customer service on 11/4/24 as this is under warranty. I provided all details and they sent me the wrong part (controller which was not the part that is broken.) I contacted them again on 11/26/24 to let them know and to request the power cord that I needed. They then proceeded to send me the wrong power cord that looks nothing like the one in the picture I sent them. So they sent the wrong part twice now and this has been going on months. I just want them to send me the correct power cord (the one in the picture) so that my desk works.

  Business response

  01/06/2025

  Hello customer,

  Sincerely sorry for the delay to take care of your issue. 

  From the video you offered to us, it seems the plug on the hand controller becomes loose. To confirm this point, could you please take some photos for reference? You can send the photos to me via the original email and I will keep following your issues. 

  Once I hear from you, I will offer you a solution.

   

   

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My problem with this company has been going on for more than a month, on May 22, 2024 I bought Fezibo Standing Desk oder# ******************* this desk $156.41 only lasted 3 months it stopped working in going up and down, the first thing I did was contact Amazon who bought it through that means, they notified me that I had to go directly to the company since the 30 days had passed, well my nightmare started from there and my problem was still unresolved, I started sending photos to a representative, then they asked me for videos that I would send them to a site that did not allow them because there was no space, I began to receive more information now from other people telling me the same thing, there were already 5 different people attending to my case, I explained to them that the videos could not be sent because the system that They wanted me to send the videos, they wouldn't let me send them, so they sent me another site that I could upload and without lying I sent 5 videos more than 4 times to each representative who sent me to ask for information and for the last person I let them know that I was there very frustrated with the customer service they were giving me and I wanted my case to be referred to a supervisor or manager because I needed this to be fixed as soon as possible since I work from home and had back problems and needed the desk In order to be able to stop more often, a supervisor or manager has never contacted me at the phone number I left in the notes. My problems remain unsolved, they did not refer me to a manager or supervisor so that my problem could be resolved quickly,

  Business response

  09/29/2024

  hi customer,

  This is the customer service manager from Fezibo. I am really sorry for the delay to take care of your issues. It is our fault that we didn't give flexibility to deal with your issue. 
  
  Regarding your feedback, the issue should be the hand controller, we can resend you a replacement one to have the problem solved. However, I have to honestly say that the accessory was not available at our overseas warehouse, but it has to be shipped out from the factory. 
  
  Due to National Day in China, there is a 7-day holiday, so we are not able to send it to during this time, but can only send it to you around Oct. 10. We can offer you a partial refund as the delay compensation. 

  Are you willing to wait for a while? You can share us your thought via email or here. 

  Customer response

  09/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****** *****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an L shaped desk on 9/7 along with a keyboard tray (which was also noted as an add on) when you purchase desk for 79.99. I get the desk with the desktop scratched on every panel but it was partially my fault as I did not inspect it before putting together since the pieces were upside down in the box and not until the desk was together and flipped over was it noticed. I sent photos to customer service first I was told the parts were not available and that I would be offered a 15 dollar refund since the parts were not available. First off paying 600 dollars for a desk It should be received in excellent condition. I stated I could go online and purchase the same desk so tell me how it’s not available, now After back and forth which I am still trying to get this resolved I am then offered a 40 dollar refund or a desktop replacement ( crazy now all the sudden they can ship replacement). I also requested the keyboard tray be returned as this company offers a 60 day guarantee. The keyboard tray does not fit my desk it sticks out and is just not compatible with this desk. I’m now told I cannot return assembled items as they lower their resale value. I am then offered a 15 dollar credit on that which I declined as the keyboard tray was 79.99 and doesn’t fit my desk it should be returned and refunded by the company. Still after all this back and forth with the company speaking with Danise still have no solution and it seems my emails are only answered at 2:30 am. I will never purchase from this company again!

  Business response

  09/18/2024

  hi Mr. Anthony,

  I feel sorry for the defective part that brought you an unpleasant shopping experience.

  We can arrange you a brand new desktop for free and you don't need to send back the original desktop.

  May I know whether you are willing to give us one more chance to have the issue fixed?

  If you have any demand or request, please feel free to share with me here or via email. 

   

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22301879, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Anthony Grover

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ******** ordered an L-Shaped standing desk from Fezibo and have had issues with customer service. We had experienced issue with a part that required replacement due to manufacturing defect and raised the complaint immediately. We reached out to Fezibos customer service team via chat on website and email - they had been unresponsive and requested the same information four times in a row over the course of 5 business days. We then were advised to reach out to a customer service line that disconnects after going on hold for minutes. There is no means to get expedited resolution and their customer service department is illusory

  Business response

  07/29/2024

  Hi ****,

  Thanks for your purchase and feedback.

  Could you please offer me your order number? Then I can help you check the issue carefully. 

  Wish to hear from you asap.

   

  Best regards,

  Fezibo senior customer service. 

  Customer response

  07/29/2024

   
  Complaint: 22048229
  
  I am rejecting this response because: Order #FZ97771 (which was provided for in the original complaint). **************** took 5 attempts in order to try to resolve and has delayed resolution over three weeks now with a replacement part. We had to repeat responses to Feizbos inquiries each time despite the information being in the same email chain.

  Replacement part supposed to arrive by next week and we were advised Fezibo would refund $30 but are not satisfied with the wait time as we communicated our reliance on the replacement part arriving on time.

  
  Sincerely,
  
  *************************

  Business response

  08/02/2024

  hello customer, 

  Thank you much for your response. This is Silver from Fezibo senior customer service.

  I feel sorry for the delay to take care of your issue. Since the replacement is not available at our overseas warehouse, we have to contact factory side to arrange it to your side, which need to take some on manufacturing and shipment. 

  Good news for you the replacement part is being shipped to you by *** with the tracking number: 1ZA171F60494890418. 

  According to the logistics status, it may be delivered in around 2-3 days, next Monday or Tuesday.

  I will keep an eye on the shipping status. And I appreciate much of your patience and understanding. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a standing desk from them directly. There is a gouge in the table top and there were no screws included nor measurements to get such screws in either package they sent. The screws in need were to attach the tabletop to the frame of the standing desk. There are multiple complaints about this looking back at postings. All are the same issues.

  Business response

  03/18/2024

  Dear Customer,
  
  
  Thanks for reaching out to us, we hope you're doing well.
  
  We feel terribly sorry about what you're facing with your desk, please contact us via " ****************** ", mentioning my name in your email and you're the customer from BBB complaint, and I will get your problems resolved asap! Thank you.
  
  
  Looking forward to your email,
  Susanna

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered on February 1st a standing desk for the price of $238.96 USD It arrived on Feb 4 and was missing crucial pieces, like screws to attach the top of the desk to the base. The holes drilled for the screws that were missing were also super small and I had to do some drilling myself, go buy screws and washers. I lost time and money doing this and what is worst is that it is a known problem for over a year and the company hasn't done anything. I saw complaints on Reddit about the same thing *************************************************************************************** desk was unusable without these screws because I had only the base and the top without being able to connect it. I reached out to customer support and they responded saying that my ordered had already arrived, which wasn't what I was reaching out for. A second time, they asked me for a photo of the tag on the box, which I already threw away because it's a massive box and takes space. They just keep stalling and not offering any solution.

  Business response

  02/07/2024

  Dear Customer,

  This is the Seller, I hope you're doing well and we sincerely apologize for the inconvenience.

  I saw that there are few conversations you're having with our representatives and the solution we have provided was to send you the screws needed, the package is on the way, will that get your problems resolved? 

  Please don't worry, we will always be able to help you, is there's anything you need and my staff can not provide, please kindly mention my name '*******' in your previous email with my staff, then I will be assisting you directly, thank you so much for your understanding.

  Best regards,

  *******

  Customer response

  02/07/2024

   
  Complaint: 21254118
  
  I am rejecting this response because:

  Its a common issue that other clients have complained about in forums and online as demonstrated on a link I sent you. The company has not done anything to fix it.
  

  it was also never communicated to me that the screws were a separate package so, as I prepared my day to build it and found this inconvenience, it wasnt only what I spent on the screws but the time you made me waste during a work day, driving to a hardware store. So I dont accept the screws, I need a better settlement like a refund for the time that I wasnt expecting to lose looking for an item that is key to put together the item you sell. I need at least $50 refund, since without that piece the desk would not work at all.

  
  Sincerely,
  
  *********************** *******

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a particular item from them in a specific color (a white desk). There was a bit of delay and then they informed me they were sending it to me in a different color (black), which I told them I did not want. I believe they are sending me the black desk to avoid having to give me a refund but I do not want the black one, I want a refund.

  Business response

  01/31/2024

  Hi BBB,
  
  
  Thank you for your letter.
  The customer told us he had received the correct items, so we don't know the reason that he complained to us again, but we will contact the customer to see what else can we do for him. Please rest assured that we will solve the problem for our customers.
  
  
  
  
  Sincerely,
  Noora

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/22/23, I purchased a standing desk from Fezibo.com, totaling $151.41. The desk ships in two packages--one with the desktop and one with the desk frame. The desk frame that is advertised and shown in the product listing (which is the one I purchased and shows in my order confirmation) is not the one I received in the mail. They sent me the wrong desk frame (it seems like an older model as it is labeled "V1" but all the product info online states "V2"). On top of that, the frame they did send me is missing a whole set of screws that are needed to attach the desktop to the frame. So it is the wrong product and not even a functional one. The company proactively emailed me on 11/28/23, informing me that they realized the screws were missing and that they already mailed out a separate, third package with them. When I emailed back to confirm and get more information regarding the shipment, they responded as if they had no clue what I was talking about--acting as if I was reaching out to them for the first time to report the issue. I spent all week going back-and-forth with multiple emails and each time they responded as if they were clueless--either promising that I will receive the screws in the mail but indicating that they cannot provide me with any shipping information, or just acting like they didn't know what the issue and requesting I send photos and shipping info. I sent them photos, explained the missing parts and the wrong model that I received, requested a refund--their most recent response after all these communications is to now deny any issue, telling me that the shipping labels in the photos match their records, so it is the same product. Despite the fact that the shipping labels and product they sent me DO NOT match the product list online for which I purchased. The company has confusingly contradicted themselves and promises they made, and has been unresponsive to requests for resolution or refund.

  Business response

  12/07/2023

  Hi BBB,

  
  

  We have offered a satisfactory solution to the customer, thank you for bringing this to our attention.

  
  

  
  

  
  

  Sincerely,

  Noora

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company is not sending all items when shipping. Dishonest practices. Their phone customer service is fake and leads to nowhere.

  Business response

  12/16/2023

  Although we haven't received a reply from the customer, the last conversation between us is that the customer accepts the solution we offered, you can regard it as the case solved, and the customer can contact us anytime if he needs any further assistance.

  Customer response

  10/17/2024

  I ordered a standing desk from Fezibo less than a year ago. When I first ordered, it came with the desk top broken at a corner, no laptop tray that I paid extra for, and missing screws. The companies phone number was disconnected and the email only replied overnight midnight - 6 am EST time even know they had CST time as their hours8 months later and now I am having issues with components, the support team is impossible to communicate with, the troubleshoots are the same steps over and over again and they ask for videos even though youve already sent videos to other team members. Again phone does not work and chat refers you to email who only responds overnight so you have to communicate once a day if you have any issues.

  Business response

  10/20/2024

  hi customer, 

  I feel sorry for the malfunctioning desk that brought you inconvenience. 

  From your feedback, the desk leg was defective, so it caused the desk can't be risen or lowered. 

  We have arranged a brand new frame to the customer's address.

  Here is the tracking number: 1ZC1R4870316331444 shipped with UPS. It may take 3-5 days to be delivered to your address.

  Your patience would be highly appreciated. 

  Customer response

  10/23/2024

   
  Complaint: 20931436
  
  I am rejecting this response because:
  They sent me the wrong legs for my desk.I just want my money back so I can go to a more reliable company at this point. The phone number seems to be disconnected, chat sends you to email, which replies between 3 and 5 am my time so I can never get real time assistance. 
  Sincerely,
  
  ******** Chuhinka

  Business response

  10/27/2024

  Since the original frame the cx purchased was out of stock now, I have to arrange another frame that is in stock. 

  I know it is a bit different, but they are the same manufacturer and the frame can match the desktop well. 

  I appreciate much of your understanding, if you can try to install the frame. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not purchase from here purely to avoid the risk of working with their horrible customer service. The controller attachments to the desk do not stick and have been going back and forth they’re their customer service for months. Some customer service associates will make some kind of attempt to help. If you get the associate with a D name, they are dismissive of your issues and will tell you to buy parts on Amazon to fix the issue yourself when it’s clearly possible to get new parts sent from the manufacturer when you work with others. Not to mention, telling someone to buy tape on Amazon and buy screws on Amazon to fix a 600$ desk? What a joke. Even after eventually getting a new CS rep and getting sent new parts, the issue persists. Clearly these products weren’t designed well. If you’re looking for a standing desk, buy one with the controller built-in to the desk.

  Business response

  10/10/2023

  Hi BBB,

  
  

  Thanks for your letter.

  We will take care of this case and update you.

  
  

  
  

  
  

  Sincerely,

  Noora

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩