Nov 25, 2012, 07:41 PMboomgr
Boom Group furniture - Teak Stool - poor product quality
If you have purchased or are considering purchasing any product from Boom Group (boomusa.com), please read this post. I would like to share my experience with their product and customer service in detail. You can see the full post with pictures at http://boomgr.tumblr.com/
I purchased the teak stool from 2modern.com in May 2011 (http://www.2modern.com/Boom-Teak-Stool-Ring-Pattern). I am fairly certain it is the same one being sold at Design Within Reach.
I received the product intact and was very pleased with it and I placed it in my living room. I even sent an email to 2modern telling them how great it was. After several months I first noticed a hairline crack in the top but thought maybe the product was just “settling” and it was almost unnoticeable so I thought nothing of it. Several months later, I saw several major cracks had formed on the top along the seams of the blocks of wood. These cracks were as much as 1/16” wide starting from the center and going out in all directions. I normally have books on the table and so I did not notice it until I had been dusting and removed the books to dust.
On 12/5/11 I emailed 2Modern about the issue and I emailed them photos the following day (http://boomgr.tumblr.com/)
After going back and forth a few times with 2Modern, I was told Boom would repair the table if I sent it back. I requested and exchange as I did not understand how something like this could be repaired. I was also concerned that even if repaired, the problem could re-occur. As I am not a wood expert I decided to give them the benefit of the doubt and perhaps they could fix it and make it like new so I agreed to send it back for free repair.
I requested the shipping address and any RMA info and did not get a response so I started communicating directly with Marcy at Boom beginning 2/6/12. She provided the shipping address for their agent in San Francisco and I sent it to them for repair via UPS. I packed the stool in a box larger than the one it came in with plenty of packing material to protect it. For whatever reason the agent was out of town and did not pick up the package so it was returned back to me and so I was out 2x UPS shipping cost. Marcy apologized for the error and provided a pre-paid shipping label to send the stool back again at no cost.
On 4/4/12 I received the repaired stool. The “repair” was basically wood filler in the gaps but the rest of the table was in much worse condition then what I sent to them. My exact email to Marcy on 4/4:
I received the repaired stool yesterday. The repairs to the cracks look fine. However, the rest of the stool has some problems:
1. The base corners are crushed and dented, pictures attached. It was not like this when I sent it back.
2. On the top, the four corners appear to have been sanded and are not straight, crisp edges like they used to be. In addition, one corner is actually splitting with cracks in it. It was not like this when I sent it back.
3. The top surface of the table has been refinished but is not the same as the sides. The sides are smooth and shiny and the top is dull and very rough to the touch. It is a little sticky and when you scratch it, it looks like a layer of wax comes up. It was never like this prior to sending it back to you.
4. There is also a lot of wood dust/particles on the sides and top of the stool that I have not yet tried to clean off.
Please review the photo attached and let me know if you have any questions.
Due to the quality of the table, I cannot accept it the way it is. I request that you either replace the table with a new one, or give me a refund of the purchase price. Please understand this has been on-going for nearly 6 months and I just want a quick resolution at this point.
On 4/18 she replied back to me stating a replacement stool will be sent to me but it will not be available until the end of July. I told her this had been going on nearly 6 months and waiting another 3+ months was unreasonable so I insist on getting a refund instead. She responded that this is the best she can do and since I bought it from 2modern I would have to get a refund from them.
Obviously it is not 2Modern’s responsibility as it is beyond their return period and the manufacturer had already started the repair/exchange process and now the product I had in my hands was in worse condition than the one I bought and already sent back once. I just waited until July with no other option.
On 7/31 I requested a status update from Marcy at Boom and was told that it was never ordered since I decided against a replacement stool and it had been over 6 months which is the standard warranty for the product. This surprised me as there was no warranty documentation provided by the retailer or with the product when originally purchased but in either case they had already started the process and now were leaving me worse off than when it started.
I immediately called Marcy on the phone and she told me that I since I wanted a refund and bought it from 2Modern Boom cannot help and I should talk 2Modern. She also stated that the damage I reported to her when I received the “repaired” stool was already like that when I sent it to them. This is completely false and I was shocked she would even make this claim. They had numerous people look at the product and it was in perfect condition except for the gaps and never once did she ever mention anything wrong. Additionally, the photos I have prove it was in perfect condition and the type of damage shown was clearly not wear and tear but damaged in a workshop using tools and chemicals, something I would not do and did not have access to.
I made one more attempt to get 2Modern to mediate and when I spoke to Maxxine, she understood the issue and was willing to help mediate. However after 2 days I received a response from her stating it is up to 2Modern to handle it in whatever way they choose and 2odern would not be able to help.
I can only imagine what Boom told 2Modern but clearly it was one-sided so I stopped pursuing both parties. I field a complaint with the BB and so far have not received any response. I also wrote a review of the product on 2Modern.com and it was never published.
The stool has remained in its box un-used and in a closet and I happened to look at a few months ago and not surprisingly, the “repaired” gaps that were filled with wood filler are still splitting so in fact the “repair” was completely useless as I had originally suspected.
I hope you carefully consider all factors before buying a Boom product and if you have had a similar experience with this or other Boom products please share them with others.