Acumen Collection Reviews 

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.

Fantastic table, good communication from the company, kept me updated at each point of the build. Really happy with our purchase, and looking forward to many years of use from it .

Bespoke made pieces that are truly fabulous. The quality of the table and bench is amazing, the wood is solid and the finish is exactly what I was looking for. The extension leaves match the table not only in the colour which you would expect but also the pattern of the wood is matched. Good communication from Acumen from the outset, setting delivery time expectations and comms at every step of the process. Customer service was excellent throughout, emails and queries answered quickly, preferences taken on board with the wood finish. All in all I am delighted with the whole ordering process and quality and would highly recommend.

Ordered 2 beautiful shelves
Delivery was a little longer than expected but they kept me informed
They are definitely worth the wait they look and smell amazing
Would definitely recommend

I now have two Old Barn stools they are beautifully made and quite unique ! i love them both they are perfect 🤩

Delivery was quicker than expected, always a plus!
I was delighted with the stools, they are well made, sturdy, and full of character. I dithered over buying them as there seem to be many places selling them, prices vary. Once discount was offered I decided to press buy, I’m so pleased I did, they’re worth the money, in fact perfect for me! Thank you

Emilia in the customer service team was so helpful in arranging an exchange for an item I couldn't use and arranging to pick this up whilst sorting out the delivery of a new stool which I love. Love Acumen!

The whole ordering process was awful, delayed by weeks and hardly any comms. When we chased them, they said it was due to staff illness but continued to take orders and offer a 15% discount which we found odd.
When it did finally arrive, the wax started to peel off, so we contacted Acumen who sent all the waxing kit to try and sort out the problem first. So there we are, buffing and re-waxing the table we paid over a £1000 for, only for it to not work.
On contacting them about it, we received the most horrendous customer service from the person declaring himself the owner. Considering we had spent over £1000 on a table and bench, there was absolutely no empathy. He was rude and extremely unexperienced in dealing with paying customers. It was quite frankly shocking.
Finally got them to agree to an exchange. More waiting.
Then we got our table - amazing we thought. But within weeks, it started peeling again but due to the horrendous customer service we got, we didn't have it in us to argue again so we now have a peeling table and whilst we paid extra for the hard wax, it marks so easily, even just putting a dinner plate on it leaves a mark.
So no, I would not recommend this company and happy to upload photos of the emails that we were sent which were just awful and upsetting.
We ordered this last year but wanted to have the table a while in order to give it a proper review. I shall await for a reply from Acumen declaring I'm telling lies but I have no reason to.

Think carefully before placing a pre-order

I would strongly advise others to think carefully before placing a pre-order with this company.

I ordered stools in early February, with delivery advised from 3rd March. Since then, the delivery date has been pushed back twice, now expected towards the end of March. This means my payment has been taken and held for several weeks without any product being supplied.

While delays can happen, what is particularly disappointing is the complete lack of accountability. Despite the repeated delays, no goodwill gesture has been offered, even when this was raised directly. The response has simply been to either continue waiting or cancel for a refund.

Communication has been polite, but that does not make up for the fact that customers are expected to accept ongoing delays after paying in full, with no recognition of the inconvenience caused.

I have chosen to continue with the order as I like the product, but based on this experience, I would be very cautious about ordering anything that is not in stock.

Everything we have purchased has been high quality. Shelves, shelving units and coffee table.
We are very happy with our products and will use Acumen again we’re sure.

Really helpful advice and support throughout our purchase.

Absolutely awful quality. I am a DIYer and it looks like someone who has never used a router before worked on this. You would think if you were that bad or that rushed, as a business, you would create a jig.

Every recess for fixings is not level with the end of the boards, or to each other. They are cut to varying depths within the same recess (did you not even use a depth guage or stop?) and between them.

Honestly soonpoor in quality.

The truly damning thing though is that after accepting the issues, I found that the employee who agreed was no longer working there and Accumen were claiming they saw no issues with the piece.

i.e. every issue I mentioned above passes their QC. That should tell you everything you need to know about this company and the 'quality' of their work.

Never ended up getting the table due to us cancelling, however don’t cross the owner very aggressive when wanted to cancel with in our cancellation period due to external factors

Delivered as stated on the correct day and time, brought the items into the house