AK Barratt

Review of The Human Solution

I have to vehemently recommend against doing busin...

I have to vehemently recommend against doing business with The Human Solution based on the experience I've had with their customer service department. I ordered an Uplift desk from them last week that was scheduled for delivery on Friday. It arrived, however the actual desktop portion was missing and had either never been shipped (I never received a tracking number for that part) or was lost in the mail. I called to resolve the issue Saturday but the warehouse was closed until Monday.

They did reprocess my order on Monday and it shipped today (Tuesday). I saw that it was being shipped standard and asked repeatedly about getting the desktop expedited so I wouldn't get it literally a week after I was supposed to but never got a response. Called again and everyone I talked to was acting like it was no big deal that they had forgotten a major part of my order and one guy even said "well we shipped it now." The manager I talked to condescendingly thanked me for my "infinite patience" after confirming that if I wanted expedited shipping, I would have to pay for it myself (I will restate again that this was an error caused by Human Solution). She insisted that the warehouse was "really on top of it" despite pretty obvious evidence to the contrary. I get it, mistakes happen, but she wasn't even willing to take responsibility, blaming the error on UPS despite the fact that the associate I talked to on Monday suggested they (Human Solution) may have forgotten to put a label on it before shipping it. They didn't even attempt to justify why they wouldn't pay for my shipping or offer a discount or coupon or literally anything to make up for their mistake. This was a $955 desk, a really significant purchase for me and I don't even want it anymore after this experience. If I didn't have to pay return shipping to send it back to them, I would have returned it.

I just felt stymied by the entire process. They were weirdly aggressive and unapologetic about what happened, and let's get this perfectly clear, they messed up my order. I'm not even in "the customer is always right" camp but being so stubbornly unhelpful towards customers seems like a losing business strategy. It almost felt like if they repeated enough times that it was totally normal for a business to not ship a customer's order I would start to believe it. Will not be a repeat customer.

Edit (11/7): After I left a few one-star reviews across the internet, I was contacted by their social media manager who finally offered me a refund of $120. He explained that the manager I spoke to should have offered me expedited shipping but wasn't "fully aware of the situation" despite the fact that she had told me while I was on the phone with her that she was looking at the notes on my order and even made references to the previous interactions I'd had with customer service. So in other words, still nobody at Human Solution has taken responsibility for what happened, they seem to just pass the blame at every turn. Additionally, I feel it should not have taken a public criticism to finally get decent customer service from them.

The desktop arrived a full week after the rest of the desk. Assembly was relatively easy (required some drilling) and I'm using the desk now. But I still wouldn't recommend it as by the time I actually had the desk I was way beyond the point of buyer's remorse.