xdesk

I purchased a Terra Pro desk in 2019. One of the legs recently showed signs of a fluid leak. I called the company and they said I needed to send the defective leg back and once I had the tracking number, I could forward the tracking number to them and they would send out a replacement leg. So I took apart the leg and spent the $40+ dollars to return it to them. I sent them the tracking number along with pictures of the package. I called them the next day to find out the tracking number of the replacement leg they were going to send me. I was told that they would now not send the replacement leg until they received the faulty leg. I then waited for the tracking to indicate that they received the leg. The day after they received the faulty leg, I called again to find out the tracking number of the replacement leg they sent me. I was then told that they would not be sending a replacement leg until they spent some time looking at the faulty leg. I asked to speak to the manager at this point and he indicated to me that this process would take about 3 days. At the end of 3 days I spoke again to the manager and he said there was a delay because they had never seen the problem I had on any other desk legs. He said he would be pushing them to complete analysis within another day. I called again today (12/09/20) to find out the status of their analysis and I was informed that their manager of customer service (the person I just talked to yesterday) was no longer employed by the company. I was further told that they had at least another week according to their warranty before they are required to ship the replacement leg. This company is one bait and switch after another when it comes to warranty claims. DO NOT make the mistake I made and purchase a product from them. After one more week I will be acquiring an attorney to deal with this company. This company is ethically bankrupt.

Nookdesk I ordered a desk last week from Nookdesk. Sister company to Xdesk and evodesk 60”. Polar white. Accessories to match. Got an email stating it was back ordered and offered an alternative which I accepted. Red elm silver frame. They are sending seven boxes, and all of the accessories are STILL polar white. They didn’t think that good customer service might have included changing out the accessories to match the alternative they offered. When I called the answer was wait til the desk arrives. I have 6 of the seven boxes and they are now going to send a label (could have been done Monday) which I will have to haul the box to a fedex store and when they receive it back they will do me the kindness of sending me WHAT I ALREADY PAID FOR. with an attitude, no less. Oh yes, the individual I spoke to has NO BOSS to refer me to???? Really that is not logical to me. Their company policy is to make me take time out of my day to run around and fix an error that should never have happened. Their company policy is to say they have to make sure I am not going to rip them off by not sending back something I have no use for, and their company policy is to tell me I would not like to hear what they would say if the situation was reversed. Now what I would have expected is an offer to have Fedex pick up the package when they dropped off the replacement. Or to have fedex pick up the package and they ship it then. That, however, is not company policy. I would have loved for this to be an excited, positive post. Now I am merely looking for the chain of command for this company, so any help in that arena would be appreciated.

Purchased a $3000 desk in July. Was charged immediately. Received an email with an estimated shipment date of July 5-7 days later. I inquired 14 days later as I heard nothing from the company. I told it would ship the same day. It did not. I cancelled the order the next day. Still waiting for a refund a week later. If this company charges the day the order is received (rather than when the desk ships), it should also refund the day the order is cancelled.

After hearing great things about NextDesk and Xdesk, I ordered a $4.2k Xdesk Air Pro on December 1st, 2018 (order number ***) for my husband as a Christmas present. He has had his eye on this desk for what feels like years and we finally decided to pull the trigger.
During the order process we were told the desk would ship between 12/6 and 12/8. 12/12 came around and we inquired with Xdesk on the progress. We were able to track down a confirmation number from *** (***). As you can see from the attached screen shots, the desk traveled through 11 cities and for some reason to Baltimore Maryland on two separate occasions.
The desk was finally scheduled for arrival on 12/21 Friday, just in time for Christmas. *** was not able to give us any sort of delivery window so my husband and I had to trade off being at home from 9am to 5pm. We both have demanding full time jobs, but we made it work.
Upon looking at the condition of the shipment we immediately feared something was wrong see delivery pictures attached. Thebox was very beat up, one corner was completely destroyed. We opened it up and it at least looked like all the pieces were in there and the parts we examined weren’t damaged. Sadly once we got the desk inside and opened up the wrapping we noticed a large dent in the metal desk (see attached pictures). As I am sure you know, the metal on these desks is very strong, and for the desk to dent like it did, it must have been dropped extremely hard. As we looked at more pieces the glass top was also chipped on the edge and the metal floor plates were also dented, although nothing on the level as the metal top.
After seeing the damage, I immediately called customer service (around 2pm EST on 12/21) My main point of contact during this was ***. *** reviewed our pictures and said she would send us a new top to the desk, new glass, and new feet plates, but I would be responsible for reattaching all the items connected to the top of the desk. As I am sure you are aware, the Xdesk Air Pro is metal and has a bunch of things attached to the bottom of the desk, in fact it looks like a lot of the items are welded or soldered on. Unfortunately, I didn’t get the impression that *** was very familiar with your products and could not answer my question on what does the top include as I obviously cannot weld or solder the desk together. At this time the warehouse was closed, so she put in a note with the warehouse and said she would get back to me on December 26th with answers to my questions on what the metal top includes and if I would have to weld it together myself.
At approximately 1pm EST on December 26th, I called back in to get an update and was told a bunch of confusing things:
- I was told that the new desk-top, glass-top, metal feet would be shipped to me, but I was responsible for getting rid of the broken items. As you know, this is hundreds of pounds of metal - not something I can put in my garbage can.
- I was told my desk would be shipped without grommets as that was what I ordered. This was entirely incorrect and super confusing. The Air Pro standard model has two grommets clearly displayed on the Build and Configure portion of your website (***) and no option to change grommets. This callout from *** made we super worried about what would ultimately be sent to me, and I have already spent way more time than I want to on what was supposed to be a nice Christmas present.
- Finally, upon asking how we make sure the desk isn’t damaged again in shipping, *** said that Xdesk has no control over the shipping process, so there is nothing they can do to make sure the same damage doesn’t happen again.
Add the above things up and I sadly lost all confidence in Xdesk and just wanted to cut my losses, get rid of the broken desk and get my order refunded. Upon saying this, I was told that I would be responsible for shipping the desk back and any damage that happen to the desk would be my responsibility. Given you as a company that makes these desks were unable to ship the desk without damaging it, it was almost laughable that I was now on the hook for shipping the item back to you in a box that was totally destroyed in the first shipping.
After expressing our dissatisfaction with this outcome multiple times, we finally got *** to agree to pick up the desk and refund our order. She told us, “Fine, we will pick up your damn desk.” While I think both parties were frustrated with the situation, I think it is too bad that it takes multiple escalations to ultimately do the right thing for the customer, and ***’s language was uncalled for.

In mid-April 2018 I ordered a desk from NextDesk for over $4,000. I paid a delivery charge in connection with purchase of the desk. As of this date, July 6, 2018, the desk has yet to be delivered. An initial attempt to deliver the desk was made, but the company that NextDesk retained to make the delivery refused to deliver the desk to the office suite. Instead, the delivery company would only leave the desk at the door of the building or the cargo bay area and left it to me to figure out how to have a 415 lbs desk moved from the ground floor of an office building to my office space. This was obviously not an option. I was advised by the delivery company that they would speak to NextDesk and get back to me. NextDesk called me and asked that I pay an additional $100 to arrange for delivery of the desk to my office space. Reluctantly, I paid the additional $100. This was over 10 days ago and the desk has still not been delivered. Instead, after following up with the delivery company, I was told that the desk was returned to NextDesk in Houston, TX.