"I understand every piece of wood is different but ours looks like a new piece of oak with a split in! Nothing like (not even close) to the rustic product we ordered.
We did choose a different colour to the image from the website which obviously effects the look but I think the piece we ordered resembles a piece of timer left in the racking that no one wants !! I did call but got cut off twice so thought I would take the opportunity offered to leave a review.
Item was also delivered earlier than expected on the day and left behind my gate in pouring rain. Fortunately I came home at the expected delivery time to bring it in before the product became wet!"
Thank you taking time to leave us an honest review. I am so sorry you don't feel satisfied with the product and service. It is never our intention to make customers feel this way and instead we pride ourselves on exceptional customer service and a greta product.
I am shocked you mentioned about being cut off twice as we always call back if the phone line is cut off unless the number is hidden. At this time of year the phone line is very busy and we get through the calls and emails as best we can so I apologise if you struggled to get in touch with us.
Our aged oak beam as you described is a new piece of oak with cracks in - We feel we make this very clear on our website and the process it is taken through. We cut the wood, plane it, sand it and finish it. We mention that we give it a brushed finish and textured edges to give it a more rustic look which makes it different from the classic oak beam however If you were actually looking for a reclaimed oak beam then this perhaps wasn't the product for you. I should also make you aware that as the beam acclimatises to your room it will crack further.
If you send us a photo to email@example.com we would be happy to take a look for you as we are a little confused as to why you are so disappointed. We often get notes left at the checkout to have no cracks in the beam and notes left for us to select a more cracked beam however you didn't leave any preferences so it is very hard for us to judge what everyone wants as it is down to personal preference. We also have lots of photos on our customer homes gallery of many beams and how they look in situ.