ComplaintsforBerger's Table Pad Factory, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 6, 2023 I ordered a table pad from ******** website for ********** shaped dining room table. I ordered the correct size for the main table but made a mistake when I measured the 2 leaves. When I received the pads the leaf pads were wrong which I admit was my fault. However, the other two capsule shaped pads do not fit my table. ******** refuses to make it right. I am not asking for a refund. I am asking that they remake the capsule pads to fit my table. I will pay for the leaves since this was my error.

  Business response

  12/04/2023

  She ordered her table pad online.  She chose a capsule shaped table.  Her table is not capsule shaped, it has a patterned end which is not a semicircle.  We delivered a capsule shaped table pad, exactly as ordered.  Everything we make is custom made to order.  This is her mistake in how she ordered, not our mistake in how we made it.

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They have made no agreeable solution.  My table is capsule shaped as you can see in the picture I provided. I feel like they take no responsibility for their actions.  I am out $485.  It seems to me they should have reached out to me prior to making the pads to make sure measurements were correct.  They seem to be in the business to take advantage of customers.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered table pads in December - waiting forever to get them, and it came missing one piece (leaf) which I ordered and paid for. Tried emailing and calling numerous times and no responses to anything. They took my over $300 and ghosted me. My dining room table has not been functional because of the missing middle leaf piece.

  Business response

  04/17/2023

  Customer ordered online and did not order a leaf.  Pad was sold based on square inches and he did not pay for a leaf. 

  They said the pad fit fine, but it was missing a leaf.  I told them they did not buy or pay for a leaf but that I could sell them one and they declined.

  We made a custom product and delivered what was ordered.  We stand behind what we make and would fix any defect in our product, but there was none.  
  

  They are just unhappy that they didn't get a leaf that they didn't order.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a table pad from ******** through their sales representative, ************************* ************************) on July 1st, 2022. I paid $323.80 (US$) for the item at that time. Order number is/was 2CSR00019061. I was assured that the table pad would be shipped in 6 to 8 weeks. Near the end of August, when I had not received the pad, I contacted ************************* via email on August 23rd (after having NO LUCK in attempting to contact him several times by phone). He replied later that day with the following message. "It is in our shipping department so any day you should receive an email with a tracking number for Fed Ex." Having received no indication of shipment, I again attempted to contact ************************* on September 9ith by phone (with no success) and then via email that same day. I received no response. I then phoned ******** shipping department a few days later and advised them of the situation. The representative checked and said that there had been a problem with the manufacturing process, and the pad would have to be "re-cut". She assured me that the new pad would be shipped out before the end of the month (September). I advised her that I would attempt to contact them again if I had not received the item (or any notification of shipping) by mid-October. I tried contacting their shipping department yesterday (October 10th) but was only able to leave a voice message. Today is October 11th. I have received no notices nor any shipment, nor any reply/replies to any of my phone messages. I tried phoning ************************* at extension 110 today with no luck. So I decided to try some random extensions, and left a message describing my situation at extension 112.I have pretty much given up on this company and believe them to be a bunch of scam artists. I would like to get my money back, and I would like to put this company on notice with The Better Business Bureau that they are crooked and dishonourable.Please advise as to how I should proceed.

  Business response

  11/16/2022

  Sorry for the issue.  We have reached out to the customer and have resolved the issue and going to ship the table pads out asap.

  Customer response

  11/17/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and will accept this solution if the vendor ships the product by the mutually agreed date of Dec 14, 2022. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Apr 21, 2022 - Order Number ***********5. - CSR:************************* Ext. 110 I ordered a table extender pad. April 21, 2022. After waiting months, the pad finally arrived damaged and stained. I reported this immediately, and after many attempts finally was informed they would make another and send it within a month. It took another 2 months, but I finally received the 2nd one. This one arrived looking used and it was stained and dirty. The manufacturing is uneven and there are puckers in the pad. In addition, the cover that was sent with the damaged pads does NOT even fit the pad. This is totally unacceptable.I have been trying to reach any to return the pad and get a refund. I was finally connected to a person who said they would issue a full refund and they never called me back or issued the refund. Since this time I have been unable to reach anyone via email or phone. I am very disappointed in my experience with this dishonest company and I hope you can assist me in getting a resolution.Sincerely,Jan

  Business response

  08/19/2022

  We are sorry the customer is having issues.  The first picture shows damaged in shipping.  I have reviewed the remake order and see the remake for the damaged product was put into the system on 6/27/22 and the remake was sent out on 7/25/22.  That is not 2 months that is one month and everything is hand made and custom made to order.  From the pictures of the second card table extender it looks good.  The seam down the middle of the extender is a built in hinge to make the product stronger.  That is how the first one came to the customer as well.  This product hangs off the table and makes the table larger.  It has to be strong enough to accomplish this.  We do not offer refunds on custom made products.  The picture I see of the remake pad looks good.  

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  This is the 2nd table pad extender they sent me.  It is ALSO damaged and stained, as you can CLEARLY see in the attached photos.  

  I want a FULL REFUND IMMEDIATELY.  This company has mislead and lied about the quality of the product they provide.  

  If a company is unable to manufacture a quality product after 2 attempts,  a full refund should be issued immediately.

  Thank you,

  Jan
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************

  
  

  Business response

  08/24/2022

  We will refund the customers money.  It was damaged in shipping and we can claim that with ******

  Customer response

  08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  Thank you for the offer to refund my money. 

  Please show proof of refund.  Once I have this, I will accept this offer.

  Thank you,

  Jan
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************

  
  

  Customer response

  08/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I filed a complaint about ******** Table Pad sending damaged and poor-quality products. The company agreed to refund my payment of $180 but NO refund has been issued. When I call the company (many times) they place me on hold for hours without anyone taking any action. THIS COMPANY IS TOTALLY UNETHICAL AND HAS NOT ISSUED the promised refund.

  Desired Resolution:

  Refund

  
  
  Regards,
  
  *******************

  
  

  Business response

  09/02/2022

  The refund was issues on 8/25/2022.  For the full amount paid.  Not sure what is going on here with this customer.

  Customer response

  09/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  Although, I STRONGLY advise NOT ordering from this company. THis has taken many months to resolve and only after complaining to the BBB did the company finally agree to refund the payment.
  
  
  

  Regards,

  *******************

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to get a corrected table pad for several months now. My original order was back in January. The end pieces were wrong so I sent in a tracing for replacement. I have spoken to at least 4 people at the company, and left messages and sent emails. On the phone they seem to listen but there is no follow-through, no corrected pads. I am thoroughly frustrated with this company.

  Business response

  08/24/2022

  I have done the research on this order.  The original order was done online and we made the table pad per the customers specifications.  We shipped the pad in the time specified.  The problem with the order was that the customer choose the wrong shape for the order.  She emailed and called in and Caleana our customer service specialist got the email and returned the calls.  We needed the customer to do a tracing of the ******************** and sent her a tracing kit 2 times.  We have not received the pattern from the customer as of this date that I am typing this.  We sent two kits to the customer.  She needs to complete one kit and mail it in the envelope that was provided.  Thanks!

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 25, 2021, I ordered table pads from ******** (aka tablepads.com). I was immediately charged for the pads before I received the kit to make the pattern that was needed by ****** to confirm the shape of the table. The table pads were received and were exactly what I expected. I had asked the sales rep about table linens. She advised that I could order from her directly. Knowing they had the pattern confirming the shape (oval table with 2 Leafs), I ordered based on the table surface measurements with a 10" drop. I order 3 white tablecloths for the oval table (in each size with and without the Leafs) and one ivory round tablecloth for a 60" table with a 10" drop. None of the tablecloths were the size that were ordered. The round tablecloth came pieced together. As I ordered directly from the sales **** ** I had been told that the round tablecloth would be pieced together, I would NOT have ordered it. I have been in contact with various emails to the sales rep and her manager only to be told that they sent the right sizes. I find it interesting that I actually have the tablecloths, have carefully measured them only to find that they are NOT the sizes ordered. I have asked for a refund but have been told they don't refund on special orders. I have sent 8+ emails trying to resolve this matter but now I am being ignored. I would contact the owner of the ******** but I am unable to get an email address. So now I am left with a ******************* for tablecloths that are uneven from top to bottom and side to side!All management needs to do is to view all of the correspondence so that this matter can be resolved. I was willing to send the tablecloths back to be remade, but they kept insisting that they were the sizes that I ordered. After trying to resolve this amicably with ********, all I want now is a refund to be made whole.

  Business response

  06/08/2022

  We pulled the phone calls and the email that the customer sent to here sales associate.  The customer put exact measurements for what she wanted the table cloths to be. That is what we ordered.  they include an 8 inch drop.  I see the customer is complaining saying she wanted a 10 drop.  The table cloths were made to her specifications.  Due to it being a custom made product we do not offer refunds.  I will extend and offer to her that would be to pay for material only if she wants to have them remade with the seam going down the middle of the table cloth.  Unfortunately the cloths are too wide to do in one piece.  So there will have to be a seam.  But down the middle would be better.  I will have her sales associate email her to see if she wants to follow through on the offer.

  Customer response

  06/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I have the table cloths in my possession and they DO NOT measure what was ordered. Please refer to my email stating the actual dimensions of the tablecloths received. I simply do not understand why this is so difficult for them to understand. All they need to do is compare the dimensions of what was ordered versus the dimensions of the tablecloths received.
  
  
  Regards,
  
  *********************

  
  

  Business response

  07/05/2022

  The customer can ship the ******************** cloths back to ** at **** ***********.  ************ ** 46222.  We will measure them and if they are what she ordered we will pay to ship them back to her.  If they are the wrong size we will refund the customer.  We have pulled the original email order that she sent us and i am very confident that the table cloths are what she ordered.  This is a custom made product and we do not offer refunds on custom made products.  If we made it wrong we will refund this customer for the troubles.

  Customer response

  07/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Good afternoon ******,

   

  I will be happy to send the tablecloths back as soon as I receive a paid shipping label from ****** aka www.tablepads.com. If you review the picture below (that I sent to ******) you can see that this was the table cloth made for our dining table extended fully. This was to have an 8 drop all around. It is quite apparent that the tablecloth was not correctly made. I should not have to pay any more money for their mistakes.

   

  Thank you for your assistance. 

  ******

  ************

  Sent from my iPad 
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a custom table pad from them and received it and it was horrible. i contacted ***********************, the woman i worked with to purchase it. i sent pics of how bad it was and she spoke to boss who agreed to remake. received second one and was worse than first, colors were totally different on 2 of the 4 panels and it still didn't fit. spoke to ******* again and sent pics again. they agreed it was bad and resent a 3rd one. the top now fits but the bottom has literally 1/4 inch gaps at all seems!!! i called and emailed and sent pics, the answer was "we are only interested in the top, not the bottom!!" well if the bottom doesn't matter why do i pick a color for the bottom and i specifically told both ******* and her boss that we use it every sunday to play poker using the bottom side!!! i told them if this is the best they can do i just want my $$ back and i'll order from a reputable place!!! they said since they make only custom pads they don't offer $$ back. they have stopped responding by either phone or email (yet keep sending me offers to buy another one at half price!!) we have had 5 poker parties with the tab and literally every person has said this is unacceptable and i should complain to BBB. i told them i was contacting the BBB and still no response and i've given them almost 2 months to make it right!!

  Business response

  03/11/2022

  We have remade this product two times for the customer.  We stand by our product and had some issues with the die lots of the top material.  We do not sell table pads to be flipped over and have the bottom side up.  We sell table pads to have the top side up.  I am sorry that the customer is trying to use our product not the way it was made to be used.  If she would have told us about how she wanted to use the bottom side up on the first time we remade the product due to the first issue we would have explained to her that the table pad is not made to be used with the bottom side of the pad up.  It is a custom made product and we do not offer nor have to offer refunds on custom made products.  The current pad she has now fits and is the correct colors.  

  Customer response

  03/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  i have emails between myself and two of the employees explaining the problem and they acknowledged the issue. the woman i originally spoke with when i ordered it was well aware of the fact we used it every sunday night to play poker on the "other side" if they don't care about the bottom, why do they let you pick a color?? i will try to get someone to help me send you the pictures i sent them and our communication.  they remade it twice and the last one has the worst gaps of them all!!
  
  Regards,
  
  *************************
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called to order table pads on Oct 11. My card was immediately charged $715.17. They were supposed to send me color samples and a template to trace and return. It took until 10/31/2021 to finally get the samples and template- after I called them and complained numerous times. I overnighted the template back on 11/1/2021 at my own expense to make sure it was received. They did receive it on 11/2/2021 and was left with the office. The representative confirmed it was received and told me I would get RUSH production and shipment since they took so long to send the template to me. They assured me I would have it by Thanksgiving. As of 11/17/2021, I was told it was being shipped that week and would arrive by Thanksgiving. I reached out again on 11/22 and 11/24 but this time no one even bothered to answer me. As of today, 11/29/21, still nothing. I have contacted my credit card company to dispute this charge now. I don't know if this is a scam, but 7 plus weeks after they charged my card, I have nothing and they don't even respond now. This is unacceptable and wrong. People should not be trusting this company.

  Business response

  12/01/2021

  I looked into this issue very hard.  I/We never want a customer to have to dispute a charge due to them worrying about not getting what they ordered.  This was our newest rep.  He did not handle this situation like he was supposed to handle.  I have been able to use this as a coaching ****** to make him a better rep.  As far as the refund on the order goes.  I can not refund an order once a dispute has been issued with the credit card company.  Obviously I will not fight the dispute and the customer will get her money back.  What I want to do is offer the customer the set of pad she ordered at half what she paid.  There is not money in this offer for us to make on the pads but we do want her to be happy and get the product that she ordered.  She would need to email me directly at ********************************* if she wants to take me up on this offer.  Sorry for your issue on ordering pads.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of the transaction: 7/19/2021 The amount of money paid the business: $8478.20 (USD)Business committed to provide: The business committed to provide the **** Consulate in *********, ***** 20 custom-made table pads in four different sizes (the total order amount included a shipping fee to the **** ******************************** in *******, WA).Nature of the dispute: We have been working on an order for table pads worth $8,478.20 with the business. After placing the order, our needs changed and we no longer needed the table pads. We tried to cancel the order or modify it reducing the number of pads ordered. The business refused to do either saying that materials have already been cut. In the end, we had no choice but to move forward with the order because we had already paid in full via a **** Government Credit Card. We have been trying to get in touch with the vendor to process the order multiple times ( via email on 10/13, 10/22, 10/26 and via phone 10/14, 10/16, 11/4 and 11/9) but the vendor stopped responding to our emails (the last communication we received from the vendor was on Oct.8th, 2021). The vendor is using the BBB logo on their website but have not behaved like an ethical business. They have taken the full payment for the order but have not fulfilled without explanation. We would like them to either fulfill our order or cancel the order and provide a full refund.The business did not try to resolve the problem.Invoice Number: 1WEB00009532/ Purchase Order Number: 19CH2521K6237/ Business Order Number: 1W9532

  Business response

  11/24/2021

  I am behind on responding to these issues.  But we have already started the refund process for the customer.  This large order being canceled after being placed has costed the company $1000 in wasted material.  Due to the complexities of getting raw materials we have to start orders early.  And when they are canceled after they are ordered it wastes precious raw materials.  But the refund has been started before I even saw this complaint.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order on 08/02/2021 for a table pad with magnetic locks. The total amount paid was: $407.60. I received my order on 09/09/2021 and the magnetic locks were missing from the pad. I emailed the same day outlining the issue asking for a solution. I did not receive response from the business. I emailed again on, 09/13, 09/17, 10/04 and 10/12 and again have not received any response from the business. I also called and left a voicemail between 09/17 and 10/04 and also have not had a return call.I would just like the item to be remade to the specifications that I ordered and paid for including the magnetic locks.

  Business response

  11/24/2021

  I am sorry but I have searched our system and do not have an email stating the issue.  The email that is on the customers order is what I am searching for.  Please have the customer send pictures of the pads to *************************************.  We will get this issue resolved asap!  Thanks

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩