Reply from iMovRSep 10, 2019
We respect this customers right to have an opinion on us, but we do believe it is not representative of our business or our products. We would like to clarify and address this customers comments.
This customer ordered a desk model which was a customized configuration "made-to-order" and shipped on a freight pallet to minimize damage potential in transit. The satisfaction guarantee terms are clearly spelled out on our website, including the restocking fee and responsibility for return shipping.
This is not the kind of product that is easy or inexpensive to ship back like a small standing desk converter would be. There was no defect with the product whatsoever; if there were it would cover shipping and their would be no restocking fee. This was a made-to-order.
The customer ordered a white top on a white base and apparently did not like the "medical examination table" look, but this was her choice out of three base colors and 16 top colors that we offer.
Unlike apparel products that have a 30% return rate and relatively cheap to ship back, we do not build in the cost of free return shipping into our prices because returns are exceedingly rare on all iMovR desks, especially those that are made-to-order like this one. Because these are custom made-to-order with 1536 combinations of size, color, thickness, in this model line alone, we may not sell another one of the exact configuration for some time. The restocking fee is to cover the cost associated with handling, warehousing, and reselling the item as used or refurbished. Again, to keep our prices lower for all our customers, we do not build this price into product upfront.
The customer's comment about "...this company is the only one that doesn't hide the structural components and screws behind a finished side piece of metal" are simply inaccurate.
We make many different models of desks all of which have online videos showing every aspect and the assembly process, that customers usually view before ordering.
Yes, our products are "bulky" (because we use more metal for added stability) and cost more to manufacture than cheaply-made Chinese-built, competitors' models you can find online.
The quality of materials, precision American manufacturing and safe freight all contribute to why our products cost a little more but why 20,000 customer accounts love them and keep buying them.
Not to mention our 10-year warranty, which you won't find on any Chinese-made electric standing desk base, and 5-year warranty on our state-of-the-art Surf(x) 3D-laminated tops, which you won't find anywhere else whether from China or USA.
Most iMovR standing desk buyers prefer our desktops over using their own. Our tops are the highest quality, with pre-drilled hole patterns to match their bases and some models include the frame pre-installed. We do have options to buy the bases alone without tops if you have a preference for your own top. We are sorry that this customer did not like her own color choice once she received it.
If you have any questions or concerns about our products or policies, please contact us on website via webchat or phone. We have experts in office fitness, ergonomics, and customer service who are available to address any of your concerns.
Thanks,
iMovR Customer Care
