Our table arrived on 27th November with a large knot on the surface that has been poorly filled with what looks like gum/putty. I contacted Acumen on 28th and had a reply within an hour asking for more photos. I replied quickly with the photos, then had no further reply. Many unanswered phone calls followed. Eventually someone answered my call on Monday 2nd Dec, promised to look into it and get back to me within an hour. Nobody got back to me. On Tuesday the 3rd, an employee replied to my emails and pointed me towards the terms and conditions that state 'any knots larger than 10mm will be filled, sanded and waxed accordingly. I replied with a photo asking if he could look at it and tell me, honestly, has this been filled, sanded and waxed accordingly?. I wish I could attach an image to show how bad it is. I was then offered a waxing kit to try to blend the repair with the rest of the table. Shouldn't this have been done in the workshop before it was sent to me? I declined this as I feel it would be impossible to make this mess presentable with a bit of wax. Customer service then forwarded my emails on to the owner to see if he can give me some better options. Weeks later and we have had nothing from the owner so can only assume he doesn't want to engage with us.Thankfully we paid for the table with a credit card and have now raised a section 75 through Barclays.I'm editing original review to reply to inaccuracies in your response below. Firstly, I did reply with images requested on 28th Nov and I did see it can take up to 2 days for a reply. That’s why I left it until the Tuesday to email again, not the Monday morning like you have claimed (to be clear, over two working days had passed). Then, after receiving an apology for the lack of communication and being told our emails were being forwarded to the owner on the 4th Dec, we received nothing from him for over 2 weeks, which is why we decided to leave the review.The day after the review, I got an email from the owner apologising that the knot wasn’t finished correctly in his workshop, that he missed the emails that were forwarded to him and ‘that I felt it necessary to leave a negative review as it’s a reflection on his service as it should have been him that got back to me.’ He offered to send a waxing kit and a WhatsApp video to fix the knot myself. I declined this offer and made it clear I have other concerns with the table (not just the poorly finished knot hole). I think this hit a nerve with the owner who seemed to flip instantly with this reply.‘DarylSo to be clear your rejecting my offers of remedial action as you think you’ll get a full refurn from a credit card company. Thanks for confirming that, I’ll provide the credit card company appeal process with that information.Kind Regards’Then silence! He ignored me for 5 weeks until he received the CC chargeback despite further emails from myself trying to get him to find a solution and sending my phone number.I’ve been honest and polite in every email. I wish I could say the same about you. We received two emails from the owner before he decided to ignore us suggesting that he was the one who had no intention to work with us to find a solution despite our best efforts.As a family, we’ve only ever wanted a table that we’re happy with. The top surface feels rough/jaggy and patches are glossy and others dull. This doesn’t match the modern, planed finish we chose at purchase, described as sleek and smooth on your website. The owner has said the hard wax oil makes the grains stand up and this settles down over the next few weeks as the table acclimatises to my home. The table was in my home for almost 6 weeks and there was no sign of the roughness settling down.I assumed from the start the table would have to be returned for repair. I also assumed we would have to discuss everything first to avoid a situation where you fix the knot hole and send the table back but we then want to discuss other defects we want repaired.After receiving the chargeback, the owner made contact again on 27 Jan asking if the table is ready to be collected. We duly obliged and the table was collected the same week. He then sent a WhatsApp video saying the table is almost perfect but admitting some fault with the finishing of the knot saying it can be fixed in minutes. I then tried to mention the other issues I had with table, but I received no response in 8 days. When I chased it, the owner said sorry, he forgot that I had replied because I did it on a Sunday when he’s not working.At this time, he completely changed his stance, saying he refuses to take any further action because we have decided to conclude the chargeback and that if we don’t win and still want the table, he will have to charge us for shipping.So, this is where we are now…you have the table but are refusing to fix it or discuss it further until we get a decision from the CC company.
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Acumen Collection is based on the idea that furniture should both be available in the exact size and finish you need whilst being sustainably conscious of our environment. Acumen Collection's range of furniture and homeware products give rustic or industrial charm to your home and perfectly match any individual interior decoration/personality. Acumen Collection believes in supporting the UK SME economy. As well as producing products in their own Timber workshop and welding room they out source some of their manufacturing to highly skilled workshops in the UK. This Cumbrian based design and manufacture company believes that design and functionality go hand in hand. Thats why Acumen Collection offers you durable high quality furniture and homewares that will last a lifetime. At Acumen Collection you fill find a large selection of shelving, home office, dining and other general purpose furniture for around your home. The product catalogue is evolving and will grow as they continue to service their market. See more
