Acumen Collection Omdömen 501

Avoid Acumen Collection.

The table arrived with a faulty 'durable' hardwax oil finish across the whole surface - even after 30+days they kept blaming the scratches on us not letting it cure long enough. There is no mention of this requirement anywhere on their website or upon delivery. It also came with rusty bolts and a dent in the legs, which they didn’t acknowledge or offer any solution for. The extension parts didn’t arrive until weeks later.

After about a month if to and fro with Acumen, I was wrapping presents on the table and the sellotape touched the surface and pulled off all the coating it had touched. The coating had also rubbed off on the edges where people gently pressed against it when leaning across it to put glasses down/play board games etc. By this point I had found all the negative reviews so knew when Michael, the owner, got in touch that the best course of action was to only communicate in writing.

Acumen never accepted any responsibility for the product being faulty and kept trying to charge us shipping fees to take it back for repair. Even when they eventually offered to take it back for repair without charging £100 shipping (after I started a credit card chargeback), it was without admitting any fault or liability.

Their returns policy says they don’t offer refunds for faulty goods, which says it all.

In the end I had to go through American Express to get my money back.

Good workmanship, love their products.

We recently purchased a table from Acumen Collection, and we’re extremely happy with both the product and the service. The table is beautifully crafted and clearly made to a very high standard.

Initially, we ordered a 35mm thickness, as we were concerned that 55mm might be too thick for our space. However, Acumen kindly offered us a free upgrade to 55mm, recommending it as a better fit for the table size. We’re very glad we accepted—the result exceeded our expectations.

After delivery, we noticed that the wax pigment was fading slightly in some areas. As soon as we raised this, Acumen promptly offered us a complimentary wax kit to resolve the issue. Emilia, in particular, was incredibly helpful and responsive throughout.

Overall, we strongly recommend Acumen Collection for their excellent craftsmanship and outstanding customer service.

After a failure to deliver on the expected date when our very expensive table did arrive there were parts missing which meant it could not be assembled. 3 days later the parts arrived however they are either the wrong parts or the predilled threaded holes are in the wrong place. The table top also appears to be bowed so even if I were able to put it together there appears to be a major problem with it. Phone calls not returned, emails remain unanswered and one very disgruntled customer here. Very poor service.

Beautiful. As described. Good communication. Will definitely be ordering again!

After receiving numerous calls and messages from company owner After my last review, I took it down.
I'm now, After three wasted days waiting for collection of an item that resembled nothing like its image, still waiting for a refund eleven days after collection finally happened.
No apologies and no response from Michael ( owner) who I contacted yesterday, but was very keen to contact me when asking I take down my review

I have a paper trail and picture evidence of all communication should anybody wish to question my review.

Sadly, and I don't like having to post negative reviews, I wouldn't touch this company with a bargepole!

Only 4 stars because initially the product we purchased came with some incorrect parts that meant a delay in assembly and initial disappointment.
The customer service on the other hand was wonderful, 5 stars.
As mentioned, we purchased a shelving unit and it was supplied with the wrong fixings which meant the shelves were not sturdy. We reached out to customer service and received a quick response and resolution. Amelia responded to our emails and quickly got to the bottom of the issue. Correct parts were issued and delivered. This has meant we could build the shelves which we are now very happy with.
We found Amelia to be kind and professional and very easy to deal with. We cannot fault the customer service.

We were kept informed about the progress of our table being made. We were given lots of updates which then moved onto delivery dates too. Our new table looks amazing and is very strong and sturdy and very good quality. We really are very happy with our new table

A wholesome company with great ethics and an eye for detail. My home office looks stunning, if I had more room… I’d buy more.

Lovely table, terrible customer service. I bought our table over 9 months ago. Really lovely table but have had an issue with it and still struggling to resolve a problem. Sent multiple photos as requested but now no reply to emails despite chasing multiple times over the last few months. Just hope you don't have any issues because they will never get resolved.

I've purchase multiple times from Acumen Collection since 2021. They've kitted out my office and dining room, most likely with more to come in the near future.
Yes it does take a while for the items to be delivered, but it's becuase they are hand made to order and are always work the wait. I've had issues with delivery from a previous supplier as well, but they were incredibly helpful with updates and finding a solution that worked for us both. The desks and displays are all natural and feel/look/smell great. So much so that I've given up looking at competition sites, this is hands down a better service.

Such a lovely and helpful team who work hard to keep you in the loop and ensure a smooth delivery. The reclaimed elm is stunning and I now have the table, bench and some beautiful chairs to go with.

I have brought products before from Acumen Collection’s.
Quality products, fast delivery and great communication.

Terrible quality, terrible aftercare.

The table started splitting almost immediately after assembly. I reported it early, sent photos, and was told it was with their “urgent care team” and covered by warranty.

Weeks later, nothing meaningful had been done.

In the meantime, the table kept deteriorating. The wood split, the joins started moving, and the “protective” finish I paid extra for turned out to be practically useless. The surface scratches and dents ridiculously easily, and the finish itself seems to wear off from normal use.

So not only is the product quality far below what you would expect for the price, but the customer service seems built around delay rather than resolution.

Lots of polite wording. No actual outcome.

I have now asked for the whole order to be removed and fully refunded.

Based on my experience, I would strongly advise people to stay away.

Excellent customer service, updates and help and support after delivery took place in putting table together.

Arrived on time, quality product.

Great product, great service

I placed an order for an in stock bench 10/02 and after regular chasing of Acumen for a few weeks (& them failing to come back to me within the timeframes they promised requiring constant chasing) I began contacting the delivery (APC) depots correctly who were very helpful. Acumen and their delivery courier seemed to have conflicting statements but the courier were proactive with me in trying to resolve - Acumen were not at all. Once the bench finally arrived 13/03 it hadn’t been packaged properly at all and I (and the courier) were completely shocked at the state of it. When I provided photos to Acumen, instead of taking any form of accountability, wanted additional photos and continued to blame the courier. Even if the courier were at fault, I would expect Acumen to respond, not require continuous chasing and try to resolve. They offered for me to go through the whole process again after returning the bench - which based on my experience with them I never want to do again. They seem to just play the blame game and not follow through on actions and timelines they set themselves - where the customer service and management of issues is a much bigger concern than any potential courier issue. I wish I could attach photos because the bench seat had been covered (not even to the ends) with an attempt at a cardboard box leaving the real wood legs and ends exposed causing lots of damage. It’s been increadibly time consuming chasing Acumen for support and an adequate response and having to liase with the courier extensively due to their inactivity.

From choosing our dining table to the day it was delivered acumen have been great on communication as to how are order was going we received it and simple assembly instructions an we are delighted with it we would definitely buy off these again for the quality of there products and would recommend
Tommy and sheila

I purchased the Scafell Reclaimed Elm dining table at a cost of £798.00 believing I was ordering a beautiful light, creamy toned rustic wood table with a matte finish as advertised on the website. Instead, I received a dull brown slab of wood with an awful sheen finish. No resemblance whatsoever. The excuse they give is that reclaimed products vary in colour and tone. They really need to get their story straight! Prior to purchase I was assured, the website photos offer a "realistic representation" of reclaimed elm and when I complained, said “the elm tabletop supplied is a stock item and due to the material and finishing process used, it does not tend to have a wide variation in colour". Work that one out.

The business owner offered to “re-finish” the table. Would love to know how he transforms a dull brown slab of wood, into the light creamy natural table he advertises on the website. Must be magic.

I requested silver coloured square legs to go with my table. They were photographed as silver, described as silver, but silver they are not. They are dark grey. Again, no resemblance.

I cannot stress this enough. The reclaimed elm table I received has absolutely no resemblance in colour and tone to the table advertised on the website. It is not a minor variation you might expect from a natural product, it is a significant, material difference. To return it, they want £100 collection fee and 20% re-stocking fee, so the "business owner" is on to a winner! He makes money whether you’re happy or not. There’s no showroom to visit, no reclaimed elm samples, only website photos to go on and a set of T&C’s to get him off scott free.

Do not rely on section 75 for a refund. My credit card washed their hands of it saying colour is subjective so he has you over a barrel. I've sought legal advice and been advised to go to the small claims court for misrepresentation of goods but I just want rid of it now. I’ll probably stick it in the garage and use it as a workbench and save myself the stress. I've accepted it, a very costly mistake.

If you’re considering a purchase, make sure you read all the T&C's and negative reviews and if you still decide to go ahead, be prepared for financial loss if you’re unhappy. Definitely do not expect a consumer focused response!

Integrity and accountability, this business has none.

Update April 26

Shortly after posting my review, Acumen changed their photos of reclaimed elm tables. The "business owner" says they havent changed, they've been 'extended". He thinks i'm stupid.

The "business owner" says "we have had to modify the design of our reclaimed elm tables, our suppliers tolerance for what constituted the rustic finish we wanted was too wide. Some tables were light and very rustic and some were darker and not very rustic (and everything in between)".

"We are constantly dealing with tolerances of reclaimed wood looking too rustic or not rustic enough. the underlying colour tones of wood looking too light or too dark"

So the light creamy toned reclaimed elm table he advertised across his website, never actually existed. I call that misleading.

The 'Silver" table legs, apparently my dual aspect, natural light filled living room is to blame. "There were bright lights on that photoshoot and I suspect the steel will have looked more silver in the light you have taken the image in". Must buy studio lights for my house.

Other gems from the "business owner".

"Running this business is incredibly rewarding but it can also be extremely demanding"... poor thing.

"you've left a very damaging review"... try loosing £800! That's damaging!

This company cannot be trusted. The "business owner" wriggles out of every complaint blaming consumers, suppliers, lighting and anything and everything else he can rather than reflect on his own integrity.

A lawyer friend who has seen the table, all the original website photos and all the excuses says.." take it court and put it in front of a judge with common sense."

Avoid Acumen and go elsewhere. There are plenty of other rustic wood companies out there.