Complaints

This profile includes complaints for UPLIFT Desk's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UPLIFT Desk

  1848 Ferguson Ln Bldg 1 Austin, TX 78754-4508

• 

  UPLIFT Desk

  1118 W Fulton Market Ste 100 Chicago, IL 60607

• 

  UPLIFT Desk

  1118 W Fulton Market Ste 100 Chicago, IL 60607

• 

  UPLIFT Desk

  1118 W Fulton Market Ste 100 Chicago, IL 60607

• 

  UPLIFT Desk

  1118 W Fulton Market Ste 100 Chicago, IL 60607

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a desktop from Uplift Desk and the desktop arrived heavily damaged. I contacted the business for assistance and I was unable to receive a reply. Next I attempted to contact a specific person with the business whom appeared to be responsible for customer service communications and she did respond, her response included an instruction to contact a specific individual at the business named ***** I emailed this individual with cc to the person who asked me to email him and neither of them replied. I send another email after time had elapsed without response from them and that message didnt receive a reply either. I gave up after so many attempts with several people and patiently waiting so long being ignored from them - they clearly just didnt want to help me. I was forced to have to spend yet another $1,400.00 this week when I had to purchase another desktop from them due to their ignoring me and refusing to help me with the initial damaged useless order. I want very much to be refunded for the useless damaged order I had to replace out of pocket my own funds. People need to know in the public that doing business with Uplift desk is risky and that they should choose another business

  Business Response

  Date: 04/10/2025

  Thanks for the opportunity to respond! The only thing we require to ***lace a damaged desktop is pictures of the damage (and packaging if available) and the customer has refused or ignored our continuous requests for pictures since September pf. All communication has been responded to on our end within 24 hours of receiving. Our responses have then been ignored, presumably because of the customer's refusal to provide the one thing we need to be able to provide a ***lacement desktop. Upon our immediate request for photos the first time the customer reached out, this was the customer's response:

  "Ill send photos and let you deal with the ***lacement. Thanks. If that proves to be difficult Ill contact my credit card company and let them dispute this charge.
  
  Im not going to wait for options - Ill wait for [you] to ***lace it though and Ill send you a photo of it in the interim. If I dont have tracking for a ***lacement by Wednesday Im going to dispute with credit card company and they will charge you back and deal with it.
  
  Thanks."

  The ***resentative responded by immediately again reiterating the need for photos, to which we received no response from the customer for months. Months later they responded "I need this to be resolved urgently" - again, with no pictures of the damaged desktop. We again reiterated the simple need for photos of the damage, once again with no response. Again, each contact by the customer was responded to within *************************************************** December and February, the customer never ***lied. The refusal to provide pictures of the damage is a red flag for warranty fraud for us, so we will need this to be able to resolve the issue. Let me know if you need any more information, and thanks for your assistance!

  Customer Answer

  Date: 04/10/2025

  Complaint: 23158529
  
  I am rejecting this response because:
  

  The statement provided by the representative is false. I uploaded email verification copies of my correspondence with two seperate individuals I've attempted to ask for help from. You'll see in the copies of our correspondence that they both offered to resolve with me, I provided reply with their requests, and I was then completely ignored. Further, the second individual whom I reached out to after being ignored with the first individual after replying with his requests, she redirected me back to him and promised a resolution, I contacted him immediately at her requestion, and he failed to reply to me. Lastly, I sent yet ANOTHER follow up to both of them after they both ignored me individually, directed me to eachother and ignored me, and that last attempt after 4 unreplied attempts to follow up on the response provided to their request - was ignored all together. This was the point in which I felt optionless, was forced to spend ANOTHER $1400 on credit to obtain a functional product, and this was when I reached out to the BBB. They are obviously going to refund me they can't do this to someone, but also I'd like the public to know that they risk this by doing business with them. Please. I told them I felt optionless and was very cooperative with them. I'm not sure of how to discern anything other than what is clearly documented in our correspondence. 
  
  ****** ********

  Business Response

  Date: 04/10/2025

  Hi,

  Thanks for providing screenshots of our ***** ********* that show we have been engaging with you since the damage was first reported. However, I neglected to find any of your ********* that included the requested photos. Please provide these so that we may take care of you per our repeated requests. Thanks!

  Customer Answer

  Date: 04/10/2025

  Complaint: 23158529
  
  I am rejecting this response because:exhc

  It was so nice to hear from you. I was disappointed in the ignored emails you left me with as shown in the communication record. The photo you request can be found in the attachments within your emails exchanged with me. However, I understand that the Uplift Desks organization has demonstrated difficulty within the domain of electronic mail communications. As evidenced on three separate accounts with two specific individuals demonstrating intent to act on the companies behalf. Reference the communication record within this BBB Complaint record ID ******** for supporting evidence. I hope to make this experience as comfortable as possible for you however- as you're seeming to express explicit inconvenience in being selected as a chosen (regretfully) merchant by a customer (myself - regretfully). Thank you for informing me of the chosen standard your company and its leadership have defined as their elected standard in business. Intent, as you know, takes precident over printed and distributed statements - which applies to the mission statement your company aligns. This demonstration, that of the email communications, and that of the implied experience suggested through your desire to help someone who has been pushed this far - yet to treat them now, even now, with rude regard. Are you sure this is how you'd like to secure the intent of dated record which I intend to update with appropriate record keepers that the organization has chosen to align, I accept your demonstration as yes.

  The photos you have dually stated on record within BBB Complaint ID: ******** were not received, the same record you stated that I (customer) refused to provide, and same record you denied ignorance of said customer - see articles of documentation please for the shared record of communications if you'd like to verify those statements. I accept your statements as part of the intent I reference which is as we have said the intent of not you as an individual but of the organization and all involved including ownership, LLC interests, or otherwise who share in liabillity set forth in this case you've managed. The photo is attached here for you as well - it will be easier hopefully as you werent able to answer the emails. You are able to state that I made refusals, that I didn't reply, and that you offered to help which was my choice in ignoring via non reply - see record for official statement of communication. 

  Would you like to make these representations formal in a more public forum or would you like to refund me?

  
  Regar
  
  ****** ********

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** Height Discrepancy: The chair does not meet its advertised minimum height of 15.7 inches, which is critical for my comfort given that Im 411. Instead, it only lowers to around 17 ***************************** Challenges: Because I dont have an extensive set of tools and am petite, its very difficult for me to remove the cylinder or repack the chair for return. I also no longer have the original ********** Height Discrepancy: The chair does not meet its advertised minimum height of 15.7 inches, which is critical for my comfort given that Im 411 and have lower spine arthritis. Instead, it only lowers to around 17 ***************************** Challenges: Because I dont have an extensive set of tools and am petite, its very difficult for me to remove the cylinder or repack the chair for return. I also no longer have the original box.

• Initial Complaint

  Date:03/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Non-***************** Refusal Order number SO1353658 Dear BBB,I am filing a complaint against Uplift Desk for failing to deliver my purchased product and refusing to issue a refund. I ordered a desk on 01/06/2025, and Uplift Desk shipped it via *****. ***** misdelivered the package to an unknown location, and I never received it. I contacted both ***** and Uplift Desk immediately to resolve the issue. Uplift Desk refuses to issue a ********* a ********** resident, I understand that under *** regulations and California consumer protection laws, I am entitled to a refund for non-received goods. I have already filed a chargeback with ***********, but I am escalating this matter to the BBB in hopes of reaching a resolution.I kindly request a full refund of $1548.60 to my original payment method.Thank you for your time and *************** regards,***** ******

  Business Response

  Date: 03/31/2025

  Hi,

  We have agreed to the refund, but need the chargeback cancelled before we can refund the customer. Chargebacks through the credit card company tie up the funds until they are resolved, so we no longer have access to the funds to refund. Once the chargeback has been cancelled we will refund the customer. We have replied multiple times directly to the customer as such via email with no response. Let us know if you need any more information! Thanks for your assistance.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a desk from uplift on 1/5/25. It is supposed to be delivered by this Thursday 1/21/25. Upon learning that the item would not work in the space I submitted a return request. Though their website says that they offer free returns they are keeping $290 as an RTS fee. This fee was not mentioned when I placed the order nor was it on their website.

  Business Response

  Date: 01/17/2025

  Hi,

  Thank you for the notification! Our published returns policy clearly states that our free returns only applies to parcel shipments, not freight shipments like this order. Please see below under Return Shipping Costs:

   

  ***********************************************

  "If your order requires freight shipping (such as very large items like conference room tabletops, Curved Corner desktops, or 120 desktops) you will be responsible for arranging and paying for the return freight shipment."

   

  Customer was made aware their order was a freight shipment before it ever shipped via email on 1/13. They even requested a Freight Consult to go over which freight method would work for them, which we did. We do not publish freight return fees as it is different for every customer, only that they exist. The need to return was purely based on a customer issue and is not due to any issues on our end. Let me know if you have any more questions or concerns, or need any documentation of any of this (which is available). Thanks!
  

  - **** *****

  Senior Sales & **************** Manager
  

   

   

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a desk from Uplift, and their sales support was great. About a week after the desk arrived, it stopped working. It seems to be an electrical issue. I did all the troubleshooting steps, but they did not work. I am beyond frustrated after paying $1k for a desk that does not work. Here is where it gets really bad.1. They know this is an issue because they have instructions to address it all over their website. Clearly, they should stop shipping a defective product.2. They tell you you must have all the original packaging. This is a huge desk; no one is going to leave a bunch of huge cardboard containers and styrofoam around their office.3. They know they "gotcha." In their email response, the first thing they asked was," Do you have all the original packaging?"

  Business Response

  Date: 06/05/2024

  Thank you for providing us a space to reply to this claim. I would like to provide a breakdown of our support journey with this customer. I have attached a PDF of the email communication with our representative and a screenshot of the return policy posted on our website. 

  
  Summary of Events:

  - Issue Reported: On 5/31, the customer contacted their dedicated Sales Rep ******* stating the desk would not raise or lower and requested a return, noting they had followed all provided instructions.

  - Initial Response: Avalon promptly replied the same day, apologizing for the inconvenience and requesting details on the steps the customer had tried. Avalon offered two options:

  1. Assist with a warranty claim to ensure the desk functions properly.
  2. Return the order within the 30-day window, outlining our return policy, which requires original packaging.

  - Customer Reaction: The customer disagreed with our return policy and indicated they would file a claim because they had discarded the original packaging.

  - Follow-Up: ****** reiterated the offer to assist with warranty support and clarified that a return could not be processed without the original packaging.

  
  Company Policy and Industry Standards:

  - Our return policy, prominently displayed on our website, requires original packaging for returns to ensure safe handling and is in line with industry standards.
  Warranty support remains available to address any issues with the desk.

  
  Current Status:

  - The customer has not provided additional information or documentation regarding the desk issue.

  - Due to the absence of original packaging, a return cannot be processed.

  - We are ready to provide warranty support to resolve any functional issues with the desk.

  
  Conclusion:

  We have made every effort to address the customer's concerns within the bounds of our policies. The customer's claim appears to be based solely on disagreement with our standard return policy, which is clearly stated and consistent with industry norms.

  We want to emphasize that offering troubleshooting on our website and providing warranty support does not imply that we sell a faulty product but is a standard practice to ensure any issues are resolved efficiently and to empower customers to quickly address any rare connectivity or firmware issue that *** arise (this is standard across a number of popular companies such as ***************** Amazon, Canon, Dyson, Logitech etc.)

  For a refund to be processed, customers must return the products in like-new condition and in the original packaging, as stated in our policy. Since the customer cannot meet these requirements, we are unable to issue a refund.

  
  We remain committed to assisting the customer with any necessary warranty support to ensure their desk functions as intended.

  
  Thank you for your attention to this matter. Please let me know if you need any further information.

   

  Sincerely, 

  Sara 

  
  

  Customer Answer

  Date: 06/05/2024

  Complaint: 21784061
  
  I am rejecting this response because:

   

  As I indicated in my first submission, I believe that the company understands the desk to be faulty and should not ship the desk as it is not working.  They're current reviews on Trust Pilot are 2 stars with many of the same complaints.  They clearly understand that they are shipping a bad product because they list directions on how to trouble shoot the desk all over their website.  Their policy is unreasonable, no one would save packaging as large as the packaging would be required for a desk this size.

  Of course they can point to it being on their website, it's probably on their website because they know that it doesn't work, and that no one (of course) is going to save packaging for a 1k desk they just figured would work in the first place.  I am filing with the local court at present.

  
  Regards,
  
  *******************

  Business Response

  Date: 06/10/2024

  There is unfortunately no new information to share here. I can only reiterate that;

  1. It is industry standard to provide trouble shooting steps to customers on a company website. This is standard across a number of popular companies such as ***************** Amazon, Netgear, Canon, Dyson, Logitech etc. Seeing as we sell a product that has electrical elements and motors - we want to ensure that any issues that *** arise for customers can be resolved efficiently. They are openly posted on our website to empower customers to quickly address any rare connectivity or firmware issue that *** arise during their time with our products. If a reset doesn't address the issue - that is where our 15 year warranty coverage comes into play. If a customer finds that the troubleshooting steps did not address the issue - we are standing by to assist and ensure we get them back up and running with a replacement part(s) whenever necessary.

  - The warranty support we offered was denied by the customer. 

  2. Our return policy, prominently displayed on our website, requires original packaging for returns to ensure safe handling and is in line with industry standards. It is not unreasonable to expect customers to retain the packaging for items of this size and complexity (many companies have this requirement). The safe return of the product hinges on the structural integrity and protection provided by the original packaging. This policy is in place to safeguard both our customers and our business, ensuring that returns are handled efficiently and without unnecessary damage.

  - We are unable to provide a refund without receiving our product back. 
  

  - Due to the absence of original packaging as stated by the customer, a return cannot be processed.

  - We remain available to provide warranty support if the customer so chooses. 

   

  Thank you for your time.

   

   

  Customer Answer

  Date: 06/13/2024

  Complaint: 21784061
  
  I am rejecting this response because I still disagree on their intent.

  I do appreciate the BBB looking into this matter and I have now filed the claim with the court, so I believe your work is done.  Thanks again for your help!

  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ended up spending $100+ for desk chair arms, After 2 months they send me the wrong arms. I called and emailed several people, trying to get the issue resolved. They continued to pass me around to as many new people as can be imagined, and eventually started ignoring me altogether.At one time they offered to take back the arms and get me **************, with a 15% restocking fee of course, which I was fine with, yet after that they continued to just play games, and not offer any real resolve.

  Business Response

  Date: 03/27/2024

  Thank you for reaching out. I wanted to reply with a timeline and account of what occurred here, as well as highlighting what the listing states:
  
  1. The customer placed this order on 10/5/23 - the listing they purchased from noted that the parts being purchased would not ship for 1-2 weeks. 

  2. The product purchased was shipped on 10/16/23 and delivered on 10/18/23 - within the 1-2 week timeline as expected. 

  3. The customer reached out to us 10/19/23 stating that he received the wrong arms. Our rep gathered photos from the customer so they could reach out to the manufacturer (******) to confirm. 

  4. Based on the photo provided - the customer purchased from our replacement arm listing ********************************************************************************************************************************* this listing specifically states that the arms Works with ME7ERG and ME8ERGLO Ergohuman chairs.

  5. The photo the customer provided confirms that this is exactly the part they received (replacement arm part ME7ERG). Part purchased was the part received. 

  6. The customer also provided a photo of their personal chair style which is noted to be a ME22ERGLT. Therefore the part they purchased from our site would not be compatible with their chair. 

  7. Additionally, the listing states that Parts are final sale items, and no returns will be accepted on parts orders. Please contact us prior to ordering to confirm compatibility.

  8. Our team did reach out to the manufacture (******) to see if there was any additional information or help they could provide but seeing as the part purchased was the part received - they did not prioritize assistance to us here. 

  9. During this time the customer submitted a chargeback on 11/29/23. Once a chargeback is submitted - we sadly are unable to assist while the investigation remains open. So all processes were paused.  
  
  
  All photos mentioned above are attached - as well as a screenshot of our listings compatibility notes and return policy. 
  
  
  While I completely empathize with the frustration of buying the wrong product -  the customer sadly just placed an order for a part that does not match the chair they were attempting to use it with. Seeing as our company shipped the exact final sale part we advertised on the listing - we werent able to assist further with this exact purchase. 
  
  
  We are happy to help him coordinate with the manufacturer ****** Ergohuman to see if they carry the arms needed for his exact chair but sadly as we are just a reseller - we dont have access to their backend information. The customer is also welcome to contact the manufacturer directly - if hed prefer to go directly to the source. 
  
  
  Thank you for your time and attention to this!
  

  
  

  Customer Answer

  Date: 03/27/2024

  Complaint: 21490792
  
  I am rejecting this response because: Had the business responded to me the way they responded to the BBB we wouldn't be having this current issues. I had to speak with several ****** that just laughed at the matter, and transferred me to several different people via email, all the same response from them, basically having to start the inquiry over from the start every time.

   

  I will only be satisfied if they make good on there offer of an exchange, I don't mind the 15% restocking fee, but I want chair arms that actually work for my chair. Also when I spoke with the first guy he never mentioned, that I was ordering the wrong chair arms. 
  
  Regards,
  
  *********************

  Business Response

  Date: 03/27/2024

  Im so sorry to hear the customer isnt fond of the response. From what I am able to locate in our system, the customer reached out to one rep after their product was delivered in mid-October. ******* collected photos of what the customer received so they could reach out to the manufacturer who ships the product. 
  While ******* was waiting for the manufacturer to address their inquiry for the customer, the customer submitted a chargeback for the order which halted all communication and progress as the funds for the order were tied up with the banking institution. 
  
  I am unable to find any additional contacts made or offers of exchanges in our system. If this was a product we made, Id be happy to look into those options for him,  but unfortunately we are simply a reseller of this product and not the manufacture or shipper. This means we dont have the ability to even offer or carry out an exchange. We only sell one set of replacement arms on our website - which are the arms he purchased and correctly received (detailed in the photo he provided).  
  
  In conclusion, due to the fact that we only sell the one set of arms, note what chairs they are compatible with, and state the purchases are final sale - we sadly dont have other options available to us here.
  The customer placed an order for the replacement arms and received exactly what is noted on the listing. Therefore, we are unable to provide a refund or return.

   

  I am happy to provide any additional information as needed! 

  
  

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Wed, Dec 20, 2023 (dispute regards the quote):Uplift Desk committed/quoted the following for a GRAND TOTAL of $971 (I have screenshots & have it in writing company is aware of quote details provided by their website): Uplift Standing Desk (V2 & V2-Commercial); style - White ********* size, 72x30; two power grommets (white); V2 C-Frame (White); advanced comfort flush keyboard (white); big standard keyboard tray (quick-adjust, white); free standing desk mat; free clamp-on cup holder (black) & insulated mug (white); free foot hammock; free Uplift Desk ********************* sleeve grey, 2x-Large. *As noted above, Uplift Desk committed to provide the product and accessories (as listed above) for the Grand Total of $971.00. The company then attempted to increase the price AFTER providing the Grand Total. They further tried to claim that they could not commit to providing all free items that were included in the quote Uplift Desk reps told me that I should send my online quote to their staff so that they could provide me with the same quote I received online, such that they could help me by delaying the shipping to when I would be home from a trip. They then proceeded to quote me for the wrong items, at an increased price, and stating that they no longer had items that were in my original quote. I have all this in writing / email / transcript.*Instead of resolving, they further quote more than the original, asking $1,008.44 (an increase of $37.44) & for less items. *Tracking number #EST149555 *Issue involves advertising, primarily found at the top of their website upliftdesk.com. They use the hurry-up tactic of Sale Ends (x date) which misleads, as they ALWAYS refresh the sale (e.g. a false & misleading fear of missing out tactic). When compounding this tactic, along with a false Grand ****** ****** that help by introducing repeated errors to the quote, price increases, & removing items, you begin to see a pattern of misleading the customer.

  Business Response

  Date: 01/11/2024

  Thank you for providing us the space to respond to this customers issue. I've attached the full email correspondence we have with ******, as well as the customer deposit record showing that his total paid was $970.16 (below the $971 he mentioned here). I will provide a brief breakdown of what occurred below: 

  -The customer contacted us to inquire about shipping times to ********** and wanted to arrange to place an order now with a delayed ship date. Our rep offered to provide a manual quote for him that would allow him to do this. 

  - The customer provided a screenshot of their cart from the website to ******* showing a total price of $971. At the time they took the screen shot they had not yet entered their shipping address into the check out process, therefore taxes had not yet been calculated into the total. To check out, the system would have required them to add a shipping address and calculated the taxes at that time. 

  - Due to the customer not being a tax exempt entity or providing any tax exempt documentation. *******, by law, cannot remove taxes from the quote we provided. 

  - The customer requested to be escalated to a manager, to which we obliged. The customer service manager apologized that the customer was upset and felt mislead by taxes having to be collected and made a one-time exception to increase the discount for the customer so that their total was below the $971 ***** This is the quote the customer agreed to and paid for as shown in the attached customer deposit record. 

  On our end, we have resolved the issue brought to us by the customer and clearly communicate all policies on our website. While we cannot, by law, remove taxes from orders. We are always standing by to answer questions and assist. 

   

  Please let me know if we can provide any additional information!

   

  Customer Answer

  Date: 01/16/2024

  Complaint: 21123671
  
  "I am rejecting this response because": they STILL do not seem to understand that "GRAND TOTAL" includes taxes and all costs!

  How and why they would argue against this is well beyond me, it's just plain English and standard business practice.

  That said, they DID honor their erroneous pricing and we are satisfied with the product itself.

  Regards,
  
  ***************************

  Business Response

  Date: 01/17/2024

  Thank you for your response. Ive included some screenshots to provide a visual representation of our check out process. 

  In the cart - each section of text on the left (within the yellow brackets) does not update or change on the website. The text itself will remain the same. 
  It is the responsibility of the customer to complete their cart and enter their shipping address, coupon code, and gift certificate information (if applicable) to have the grand total calculated/reflected on the screen. For as long as the cart remains incomplete the grand total will also remain incomplete and will not reflect the final price as the customer has not finished entering their information. 

  It is not possible to check out and provide payment to UPLIFT Desk for an order without providing the shipping information requested in the cart. If the customer had moved forward in the process and clicked check out on the website itself before contacting us - they would have been required to enter their address and the price would have been updated accordingly based on the taxes their state requires. 
  This process matches how a discount would be applied to the order. The grand total dollar amount cannot be updated to include a discount on the order until a coupon code is added to the add coupon section. 

  I sincerely apologize for any confusion the customer had during this process but weve done our best to be extremely clear in our communication regarding how the check out process works. UPLIFT Desk has over ************************************************************************************ full transparency, we have not encountered any confusion regarding this process in the past. 
  When we find there is a trend of miscommunication in the way we are providing information - we will gladly work with our teams internally to clarify and adjust to best serve our customers. 
  

  As the customer stated in their response, this issue has been resolved as we made a one-time exception to honor the price they believed to be the total and they are satisfied with the product itself.

   

  Sincerely, 

  *******************

  
  

  Customer Answer

  Date: 01/17/2024

  Complaint: 21123671
  
  I am rejecting this response because: 

  They now blame their cart process, as if they have no governance over it, in regards to simply NOT displaying the text "Grand Total" too early in the process.

  This tells me they are either ignorant, or it's simply part of a tactic to mislead consumers (like their evergreen "don't miss out" discount tactic").

  I'm glad they honored the price, but it just doesn't make any sense to continue this matter.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: #SO1106770 Shipping Address ******************* *************** ********************************************************************************************************** Packages Delivered On: 08/30/2023 We recently purchased a bamboo standing desk, that will match the other furniture from the same company. Please see the attached photos --- the darker desk top is the newest one that does not come close to matching the product on the website. We should not be forced to pay return shipping charges when we received the incorrect product.

  Business Response

  Date: 09/13/2023

  Thank you for providing this information. I was able to review the customers purchase history and interactions with our team and found the following. 

  - The customer purchased a bamboo conference table from ** in November 2022.

  - This month (August 2023) they purchased a 48x24 inch bamboo desk and reached out stating the colors do not match each other.

  Our bamboo desktops are a natural wood product and do vary in shade - this is stated on our website "Our bamboo desktops are carbonized and their color can range from yellowish-brown honey to more of a caramel color. Since each desktop is composed of 100% real bamboo, each will be unique and contain pleasing variations of color." 

  While we cannot guarantee uniformity in color with a natural wood product as stated, if the customer is dissatisfied with their recent purchase, they are currently within the return window to return either just the desktop or the complete order if desired.

  I'm able to see that the customer has been working with our support rep ****** who has provided multiple options to resolve this situation. Since we do state that natural wood tops will be unique and contain variations of color and the customer did receive what they purchased - we offered:

  1. To set up a a return of the current top so they could purchase a different style top or another bamboo top (although we ********* that we could not guarantee that the next bamboo top would be a match as they do vary in tone).

  2. Return the full order for a full refund. 

   

  On 9/8/23 our rep ********* for the customer that they were not being charged for the return or for shipping. the customer replied asking if we would be providing a pre-paid shipping label and we confirmed we were. The customer replied "Please send a ***** label. Im going to order the new top now, and use that box for the return.". (email transcript attached)

  It appears this has been resolved and that there was simply some confusion regarding the return request. 

  Please let me know if I can provide any further information and I'm happy to assist further! 

  -*******************;

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a standing desk from Uplift in January of 2023. It is now August of the same ********* desk is nonfunctional. Presumably, a lightning strike to my apartment building caused the desk to stop working, even though the desk was plugged into a surge protector (all my other electronics plugged into the same surge protector were still fully operable). After doing all of the reset steps recommended by customer service **** ***** I was sent a quote for $138 to replace the desks control box (assuming that the control box is indeed the issue). I ask why I should have to pay an additional $138 to fix the desk when I did everything in my power to protect it? The warranty on the website says that the warranty is not covered by fire, floods, or hurricanes (none of which happened). In a follow up call to another customer service **** ******* I was told that the warranty describes acts of god as not being covered by the warranty, however, this is not printed anywhere on the warranty page of their website. I asked for a full version of their 15 year warranty, but was told that the full warranty is what is printed on the website (I have screenshots of the warranty in case they decide to make changes at a later date.) Overall, this experience could be seen as a breach of warranty and lead to a lawsuit. I contest that my desk is still under ************ should be issued replacement parts at no cost.

  Business Response

  Date: 08/15/2023

  Thank you for sending this over. We have reviewed the customers situation and would like to note that our warranty policy states "TO THE EXTENT ALLOWED BY LAW, THIS LIMITED WARRANTY IS THE SOLE REMEDY FOR PRODUCT DEFECT AND NO OTHER IMPLIED OR EXPRESS WARRANTY IS PROVIDED" - this can be found at the bottom of our warranty page. As is the case for almost all warranty policies in the world - this means the warranty is specifically limited to addressing product defects and does not cover situations outside of manufacturing defects. A lightening strike would not fall under a 'manufacturing defect' in this situation.  

  However, we empathize with the customers situation and want them to be as happy as possible with their desk and help get them up and running. Due to this we are making a one time exception and will work with them to send a replacement control box to resolve their issue.

  Thank you!

  Customer Answer

  Date: 08/27/2023

  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.
  

  Thank you for clarifying your warranty terms, I see now that I was wrong about it. I would like to add that, prior to seeing the companys response to my complaint, I went ahead & paid for a new control box but was sent the wrong type for my desk. I returned the control box through ****** & ordered a leg assuming that the control box wasnt causing the issue, probably foolish of me. Unfortunately, the replacement leg isnt fixing the problem either. Ill contact customer service again tomorrow to troubleshoot & likely send another PayPal payment for the correct control box If anyone sees this, what does the error code E13 mean? Ive seen it shown multiple times but it isnt described in the manual. 
  
  Regards,
  
  *************

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sent me a desk that ***** lost. The tracking shows there was no proof of delivery. They acknowledged it and so did *****. So they sent a replacement, I told them I don't need it due to a financial emergency I just experienced because I had planned to send the desk back anyways. They said since it was a replacement they can't take it back and refund me because they're afraid some people are scamming them for a free desk yet their customer service saw it was clearly not delivered and ***** admitted it was lost as well and not traced to being delivered to my house so now I'm forced to keep an item I had planned to send back while incurring the penalty financially when I can't afford it right now? I had planned to get on eventually but these people are the worst and I would never buy from them and neither should you. UPLIFT Desk order SO1034437

  Business Response

  Date: 05/10/2023

  Hello ********, thank you for bringing this situation to my attention. I can confirm that it is our normal policy for missing orders is to ship a replacement out. Typically requesting a refund instead of a replacement when all items are marked as delivered is a common fraud tactic, and that is why Uplift is unable to refund and only replace missing items. However, I've reviewed your particular situation and worked with our returns department to make an exception and allow for a return of the replacement order so that you can receive a refund on your purchase. The replacement order was delivered to your location on 5/1/23 and 5/2/23. Please keep an eye on your inbox for an email from our returns department that will include return shipping labels for your order and instructions on how to contact ***** for a pick up. Upon these packages being returned - we will be issuing your refund. 

  Thank you so much and I hope you have a great day! 

  Customer Answer

  Date: 05/22/2023

  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.
  
  Regards,
  
  *************************************