Issues with trying to get a refund on a damaged bespoke table

happy_mom

We excitedly ordered the Grisdale dining table and knew it would take a while so ordered some samples to see what the colours would look like. One of them being antique oak. I messaged back to ask whether they had something lighter and was sent some samples and agreed on one which was lighter. Communications was good by this point.

Fast forward to delivery day.... there was no white glove delivery as described on the website. In fact the 2 delivery men walked right into the kitchen and dropped off one open and bashed box of table legs, a damaged box with the table top and the one with the leaves in it was marked fragile, despite this it had 2 big feet prints on it! Clearly it had been walked over.

Upon opening the table top, there was a dent in the table so my husband notified acumen who got back quickly to ask for photos and sent a fix. However when I examined the table I noticed it was exactly the same as the sample of Antique Oak (which is clearly stamped Antique Oak on the back). I then got in touch with the company to say it was the wrong colour and they are disputing this, despite sending them photos (please see the google review for photos you can see for yourself). They advised 'Please familiarise yourself with our terms and conditions if you wish to return it.' (I am sure they say its 50% restocking to return). However if an item is faulty I am sure this overides their t&c's.

They have even said at one point 'The latest image you’ve take. You appear to have either dimmed the lights or formatted the image.' Another message said 'The sample looks more like our 50:50 mix than antique oak'.

We did apply the fix they sent and the varnish has now come off from the area in the fix. They got back to say 'That isn’t a fault with the table, but simply means the wax needs re-applying.'

Anyway, lots of tooing and froing and I just want the table returned and my money back and they are disputing it as a 'change of mind' This means:
• £100 return shipping will be deducted from the refund, and
• A 20% restocking fee will also apply, as the table has been made to your specification.
I paid over £1000!

So I have raised a claim with my credit card company which Acumen have advised will dispute. I have also been warned if I leave negative feedback - it will be addressed formally.

The extension leaf bolts are also missing so can't use the leaves even if I wanted the table.

I just wish I read the negatives reviews first!

Update: I received a message this morning from the owner asking me to remove my review and also being threatened legal action as he claims some of my review is false , I have no reason to lie about anything - I have seen that a few people have had the same threats.

happy_mom

Hi there,

I am after advise on what to do about obtaining a refund for a faulty bespoke table.

The company is Acumen Collection based in Workington

We excitedly ordered the Grisdale dining table and knew it would take a while so ordered some samples to see what the colours would look like. One of them being antique oak. I messaged back to ask whether they had something lighter and was sent some samples and agreed on one which was lighter. Communications was good by this point.

Fast forward to delivery day.... there was no white glove delivery as described on the website. In fact the 2 delivery men walked right into the kitchen and dropped off one open and bashed box of table legs, a damaged box with the table top and the one with the leaves in it was marked fragile, despite this it had 2 big feet prints on it! Clearly it had been walked over.

Upon opening the table top, there was a dent in the table so my husband notified acumen who got back quickly to ask for photos and sent a fix. However when I examined the table I noticed it was exactly the same as the sample of Antique Oak (which is clearly stamped Antique Oak on the back). I then got in touch with the company to say it was the wrong colour and they are disputing this, despite sending them photos (please see the google review for photos you can see for yourself). They advised 'Please familiarise yourself with our terms and conditions if you wish to return it.' (I am sure they say its 50% restocking to return). However if an item is faulty I am sure this overides their t&c's.

They have even said at one point 'The latest image you’ve take. You appear to have either dimmed the lights or formatted the image.' Another message said 'The sample looks more like our 50:50 mix than antique oak'.

We did apply the fix they sent and the varnish has now come off from the area in the fix. They got back to say 'That isn’t a fault with the table, but simply means the wax needs re-applying.'

Anyway, lots of tooing and froing and I just want the table returned and my money back and they are disputing it as a 'change of mind' This means:
• £100 return shipping will be deducted from the refund, and
• A 20% restocking fee will also apply, as the table has been made to your specification.
I paid over £1000!

So I have raised a claim with my credit card company which Acumen have advised will dispute. I have also been warned if I leave negative feedback - it will be addressed formally.

The extension leaf bolts are also missing so can't use the leaves even if I wanted the table.

I just wish I read the negatives reviews first!

I left a review last night (as a last resort) then I received a message this morning from the owner asking me to remove my review and also being threatened legal action as he claims some of my review is false , I have no reason to lie about anything - I have seen that a few people have had the same threats.

Can anyone help!

Emmia

Posting your issue to two threads won't get more or better responses.

https://forums.moneysavingexpert.com/discussion/6645278/issues-with-trying-to-get-a-refund-on-a-damaged-bespoke-table#latest

Aylesbury_Duck

If you've posted a factually accurate review that you can justify then you have nothing to worry about with regard to any action they might threaten.  Ignore that bit and wait for an outcome from your credit card.  The retailer can dispute a chargeback if that's what your card provider tries, but if you pursue a section 75 claim then you are claiming from the card provider themselves on the basis they are jointly liable.  The retailer can dispute what they like, whether the card company recovers the funds from the retailer isn't your concern.

the_lunatic_is_in_my_head

Do you know what colour the lighter sample was called OP?

born_again

Aylesbury_Duck said:

If you've posted a factually accurate review that you can justify then you have nothing to worry about with regard to any action they might threaten.  Ignore that bit and wait for an outcome from your credit card.  The retailer can dispute a chargeback if that's what your card provider tries, but if you pursue a section 75 claim then you are claiming from the card provider themselves on the basis they are jointly liable.  The retailer can dispute what they like, whether the card company recovers the funds from the retailer isn't your concern.

Only issue would be what the retailer T/C on how close a sample is to the actual product.
A sample may have been floating around in the light for who knows how long, unlike a table that has just been produced.

Can OP posts pics here?

the_lunatic_is_in_my_head

born_again said:

Aylesbury_Duck said:

If you've posted a factually accurate review that you can justify then you have nothing to worry about with regard to any action they might threaten.  Ignore that bit and wait for an outcome from your credit card.  The retailer can dispute a chargeback if that's what your card provider tries, but if you pursue a section 75 claim then you are claiming from the card provider themselves on the basis they are jointly liable.  The retailer can dispute what they like, whether the card company recovers the funds from the retailer isn't your concern.

Only issue would be what the retailer T/C on how close a sample is to the actual product.
A sample may have been floating around in the light for who knows how long, unlike a table that has just been produced.

Can OP posts pics here?

Google review shows table and sample looking the same, I’m assuming that sample was antique oak.

The next colour down seems to be forest something which is much lighter on the website but would be handy for OP to clarify. 

Finish in OP review looks like wax to me so I’m assuming they didn’t go for hard wax oil but again clarification would be handy.