Acumen Collection Omdömen 508

If Carlsberg did customer service !!!!

Simply can not recommend this company enough the customer service is amazing, Micheal the business owner was extremely helpful when I came across a problem with 3 stools that I had ordered for a holiday let unfortunately in the end I had to return them as the configuration of the property didn’t allow us to accommodate them. Don’t hesitate to order from this company as you will certainly not be disappointed

We love our table, it was exactly what we wanted and did not disappoint when it arrived, we had great service throughout the order and was delivered quick,I couldn’t recommend Mike and his team enough

We recently purchased the Blencathra Rustic Dining Table with bench in Rugger Brown from Acumen, and we absolutely love it! The quality is exceptional, the finish is beautiful, and it’s even better in person than we expected.

The customer service was faultless from start to finish. Every question we had was answered quickly and helpfully, and the team went above and beyond to make sure we were completely happy. It’s rare these days to find a company that genuinely cares about its customers, but Acumen truly exceeded our expectations.

A fantastic experience overall — highly recommend!

I cannot stress enough for people to read the negative reviews before they order. I believe if things go well, there are no issues, but if there is anything wrong, there seems to be no resolution. Michael is very difficult to deal with and I am fully expecting a response to this feedback as it seems to be, the customer is always wrong in his replies. He maybe needs to step away from customer service.

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 foot prints on it! Clearly it had been walked over. The bolts for the extension leafs are also missing, but not sure if anything else is we havent built it.

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 dent is still there and 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.

We have purchased our table and benches now nearly 4 years ago. We had some hiccups along the way with different legs for benches and table but we have compromised and went along. Table was just absolutely gorgeous and was exactly what we wanted.
Its worth every penny. Its important to support small businesses, they put lots of hard work trying to produce something special.
Continued support is always on the other end of the phone or email.
Products built for life.

Dinning table and set of 6 chairs ordered. Not a great initial experience, but did eventually improved following the intervention of Michael the business owner.

We experienced a number of communication issues and components damaged during transport. After some initial communication with Acumen staff, Michael reached out directly. During a positive telephone conversation we reviewed each of the issues with Michael, during which he explained the background to each problem and was very keen to make things right.

A way forward was agreed and Acumen made good on promised response.

Ordered a Blencathra rustic dining table with X frame leg. Extremely please with the table; it looks fantastic. Acumen provided helpful and advice and fitted the delivery around our availability

I have a mixed review.

We placed our order for an extending table, got the email to say it was ready to be dispatched. I then got a phone call to explain that the workshop had actually made the table to the wrong measurements. The overall size was correct, but the table/extension pieces were incorrect. I was given the option of accepting the one made which could be dispatched immediately or wait while the make the correct one. I decided to wait. And, they did get it made quickly. Fine... mistakes happen.
However then, we got the new delivery date, rearranged work to ensure someone was available. Only to have just the table top delivered, no legs. I then got alot of mixed information as to when it would be delivered. Frustrating when we've spent alot of money and are juggling work. The table top also had a dent, we were given instructions how to fix, which luckily worked. Eventually, the legs were delivered a few days later.
It then came to light we were missing the fixtures for the extension. So after more chasing, I was told there were delays in the welding team. Why wasn't I advised of this? Again, I had to spend time getting this information.

This isn't the service I expect. However, that being said, the product we eventually received is lovely and we are pleased with our table.

Unbelievably brilliant service and product. From the moment I called with an urgent requirement for a table to be delivered in time for a 70th birthday party, Craig and all the Team were incredibly helpful.
Answered all my questions, helped with delivery.
We were delighted when the table arrived on time and it was beautiful. Solid, unique markings and just what we wanted. Thank you so much.
Highly recommend for service (outstanding) and quality of product (beautiful)

Spoke to customer service to get clarification on whether or not a skinny bench was in stock. Told they would call back but no call ever received. Website seemed to suggest in stock, so I ordered with option to choose from ten benches as per website. Received no email with photos and had to chase and chase to get a customer service reply.
Finally sent one photo of three benches taken from an angle impossible to form an opinion. Queried why only three and need for other angles and told only three in stock and weren't restocking. Other photos revealed basically poor quality products which presumably accounts for them being left on shelf. Have asked for a refund. They were keen to take my money knowing they didn't have the ten benches to choose from so let's see how long it takes for them to give the money back and how many times I have to ask and chase!

The item arrived quickly and well packaged - thank you

Ordered a kitchen table and matching benches. Look and feel is excellent - we had a small problem with one of the benches being slightly off balance and customer services sorted this for us quickly

Very pleased with our new table and bench from Acumen collection, they were really easy to deal with and customer service was great, even when we changed our minds on the colour and finish after the order was placed they could not of been more helpful, Great quality at a great price.

Beautiful table, just what we wanted. Being able to choose custom size, colour, finish and leg style is great. I had quite a few questions before ordering and these were answered very quickly and comprehensively via the online chat. Sample pieces arrived very quickly and the table was delivered quicker than the estimated timescale. Wouldn't hesitate to order from them again and recommend them.

We are chuffed with our new dining table, it looks amazing. The service was quick and we will definitely look to Acumen for future purchases.

Not had my table delivered yet and hopefully before Christmas but just had to leave a review to mention Craig from Customer Services who I have spoken with several times. Initially about deciding wood types and since about changing an order. He is a credit to the Company. A breath of fresh air to speak with someone with a good command of the English language and also so professional and polite.

I simply can not rate this company highly enough . From the ease of ordering to updates on delivery which incidentally was earlier than anticipated , I can’t fault them. The quality of the furniture is beautiful, I will definitely use them again. My own mistake regarding the colour of stain I ordered was dealt with in the most helpful and patient manner by Craig. He has gone way over and above with the level of customer service he offered and help to rectify my problem. Thank you so much, if I could leave a 10 star review I definitely would!

Managed to buy a custom size table top, live edge, 10 seater for an incredible price. Bought spider legs separately from elsewhere. Was kept informed and delivery was on time. Highly recommend and the fact that I saved around £1600 in total!

Ordered x3 ‘reclaimed scaffold board shelves in varying lengths with end straps, brackets and fixings. Products themselves well made but order arrived without end straps so was offered options of sending the lot back for correct order or fit end straps myself (at my own risk with some sort of refund) which were to be sent out by separate overnight postage. Video guidance on how to fit to come later via text from MD only for some reason?

Already waited nearly a month for x3 shelves so decided to fit end straps myself whilst being careful not to make any fatal errors. So that was a decent part of Saturday gone as the whole lot should’ve been delivered the day before.

Eventually got around to planning and marking out for fitting shelves today only to find that another part of the order was wrong with x3 sets of lipped down brackets instead of x2 down and x1 up as asked for and as clearly listed on the order confirmation. I was assured that this would be sorted and that I’d be contacted by end of today with a resolution…..nothing. No apology, action or offer of any form of compensation has been offered.

Finally, having twice tried to chase matters on. Friday it seems that no-one answers the phone after 3.30 pm even though answer phone message states 5.30 pm closing?

The impression is then that if you’re ’small potatoes’ any form of care and order checking is an afterthought.

The quality of the goods received however was largely good and since the initial review, Karen at Acumen has at least offered a small refund for the inconvenience and delays and has gone the extra mile to try to make sure occasion better experience next time!

The product is first class, only a little let down my delays in shipping.