ComplaintsforBerger's Table Pad Factory, Inc.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was online looking at table pads from ****** Table Pads, and after watching a video about their locking mechanism on the pads, I decided to place my order. I proeeded to fill out the information concerning the size of my table, etc. I came across a problem ordering so decided to call. I called the # and when "****" answered the phone it sounded like a different company so I asked and was told that it was an affiliate of ****** and that he could take my order. I proceeded to give him my order figuring I was getting what I ordered. When I received my order, the pads were "magnetic" with no locking mechanism, which is not what I was ordering. They are not of quality workmanship. There are marks and discoloration on the velvet, and the edges are sticky. I ordered a bag for them that was not with the order. I have called and emailed **** 4 times and called supervisor and left message-again no reply. I have received no communication concerning the pads. The bag was mailed to me.

  Business response

  11/24/2021

  We only make pads with the magnetic locking system.  We are ******** Table Pads.  I listened to the phone call with **** and the customer and she asked if we were whom we are.  Our product is custom made and we do not offer refunds on custom made products.  We have been making magnetic table pads for over 40 years and people love them.  I am sorry that the customer wants a different locking system but we do not offer another locking system.  I did make sure that **** did not mislead or say we had another locking system.  The call was a good call and she bought the pads.  We made them and delivered them.  

  Customer response

  11/24/2021

  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 was misled by *******************. He told me they were the same pads I was looking at, which were the metal locking system, not magnetic. When I asked about the locking system, ******************* stated it was the same, and he stated they were an affiliate of ****** Table Pads and that he could take my order, so I placed my order with him.

   

  After receiving the pads I called ******************* and left several messages about wanting to speak with him concerning the pads and told him they were not what I ordered and asked for a call back. One of my calls to him I explained that I was leaving my home shortly so I asked that he call me back after a certain time. When I returned home, of course he called me back much earlier and not the time I asked. In that message he only mentioned that the table pads were being shipped to me (I had not received them in my order) and said absolutely NOTHING concerning the pads themselves. I called again and left another message. I called his supervisor, and still NO CALL BACK AT ANYTME CONCERNING MY PADS. I HAVE SPOKE TO NO ONE!

   

  This company is a disgrace and I'm not even sure it's legitimate. Why hasn't anyone reached out to me about the pads? Not even a supervisor? Received call about the missing pads covers, no call about the pads themselves. Sounds to me like they know that the pads I received are not the pads I originally ordered.  So ******************* absolutely liked to me!

   

  When I left a message for b
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased custom table pad with additional 2 leaflets on 8/15/21 for $441.46 (Order#***, reference number 1WEB00010747). Received table pads 9/7/21 and found them damaged on essentially all corners and some side except one leaflet (have family who ordered similar pad with no damage to compare). Emailed and called company on multiple occasions including 9/8, 9/9 and 9/13 all of which have directed me to various people including *************************** (******** branch ext 125) as well as to email *********************************** (when called company directly for a resolution) all of which no one has responded or given us an answer. Would like either refund or replacement for these pad as we would have gone elsewhere for the amount spent and customer service. Original email also states there is lifetime limited warranty.Shape: Totally Rectangular (90 Corners)Width: 42 inches Length: 74 3/8 inches Leaf 1: 42 X 16 inches Leaf 2: 42 X 16 inches Top Color: Pecan Bottom Color: ***** Monogram: No MagnaLoc: Yes

  Business response

  11/24/2021

  My apologies on the missed email.  This is our busiest time period and I searched in the outlook emails and found the one email the customer sent.  We are going to remake the pads that are damaged and refund the order for the customer.  We strive for customer service and feel horrible that we missed this damage claim.

  Customer response

  11/24/2021

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/28/2020, I contacted Berger's Table Pad Co. and spoke to Sheri Brill and explained that I was looking for table pads to protect outdoor bar tops. I specifically asked if they would work outside and she assured me they would. Once I received the pads it was late in the warm weather season and decided to hold off using them until Spring 2021. After unwrapping the bar tops in May 2021, I put the pads on to protect the bar surfaces in the warm weather months. With the first rain, the pads were ruined. It was then that I was told they can be used outside but must be brought in when it rains. They offered to remake the pads since I also bought a warranty but I need a surface covering that can protect against the warm weather elements. I heard from Ryan Skidmore who told me i should have known better. After 2 email exchanges he did not reply to my 2nd email. I was not provided any order number. I would like to be reimbursed for the $515.00 I paid and return the damage covers. Jim

  Business response

  09/13/2021

  We explained to Mr. Kohlhepp our pads are not made for outside use.  Just the bottom alone is felt.  It can not get wet.  We never hold our product or advertise for them to be used outdoors.  We did tell the customer that we do not offer refunds on custom made products.  Nor a product that was made over a year ago.  we did offer to remake the pads for our cost plus shipping.  He declined.  We will be more than happy to remake the pads at cost and shipping charge.  We are not trying to make any money on the product.

  Customer response

  09/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15829188, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I specifically ask the sales rep Sheri Brill if the pads would work outside. her response was yes, not yes but can't be left out in the rain. Replacing the pads will not resolve the issue and will not serve my purpose, to protect granite tops from rain. as explained in my original email, i received the pads in Sept. 2020. i first used the pads in May 2021 after returning from Florida for the winter. The complaint was well within a year. the same group of people who set policies can make exceptions to policies. 

  i would have never bought pads that wouldn't protect the tabletops in the outdoor season. if i was told they would not work in the rain, i would have looked for an alternative elsewhere.

  Jim
  
  Regards,
  
  Jim Kohlhepp

  
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 3,2021, we purchased table pads from Berger's Table Pad Company. The salesperson, Mike Smith indicated that the order would take about 2 weeks to complete. We were asked to pay for the table pads in full which we did at a cost of $469.95. We have been calling and emailing these people for several weeks inquiring about our product. We have been constantly lied to and told the product was in inspection for over 6 weeks and counting. These people are rude, will not in most instances answer our calls, and have failed to answer any of our emails. They are unprofessional in their demeanor and have zero customer service skills. We have been very patient and do not deserve this type of treatment as we have complied fully with their direction. Please contact them and assist us in securing our product for delivery. Here is the pertinent information: Order number: 9CSR00015364B Mike Smith 800-428-4567 ext: 112

  Business response

  09/13/2021

  We apologized to the customer for the delay.  We had an issue with our supplier on our top colors.  The pad was shipped 11 days ago and delivered.  We do apologize for the delay.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a custom table pad cover from Lexington Table Pads, AKA ******** Table Pads. The product was shipped to us in poor quality: Poorly wrapped corners, exposed glue, area at one edge not glued, poorly wrapped corners, foam board edges not cut straight, foam board does not reach the edge of the hardboard, and shipped dirty. These defects make the product look like it was built by a lay person and I'm embarrassed to display it in my house. I've had another custom table top pad built by another company, so I'm aware of what a well built product should look like. I asked for a rebuild or refund but they keep requiring me to provide more proof of defect when the set of pictures I sent, as required by the representative, should have been adequate. The spokesperson also explained that custom made products will have defects. At this point I'm frustrated and feel I'm getting the run-around. *****************************

  Business response

  08/26/2021

  We make a custom made product.  We do not offer refunds.  There is a new picture sent with this BBB complaint that I was never sent.  We did ask for more pictures but was denied.  I will be more than happy to remake the pads for the customer.  Just let us know.  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. ↩