Investing in a gaming table is a significant decision for any tabletop enthusiast. After years of admiration, I finally decided to purchase an Elite Series 3.5×5 table from Table of Ultimate Gaming (TOUG) in early 2019. This decision, while driven by improved finances and a desire for a dedicated gaming space, led to a frustrating experience with customer service and product quality that I feel compelled to share.
The Contenders and the Choice
Before settling on TOUG, I meticulously researched several reputable gaming table manufacturers. Companies like BoardGameTables, Rathskellers, Carolina Game Tables, and Wyrmwood were all on my radar. Rathskellers was quickly eliminated due to international shipping costs, and Wyrmwood’s premium pricing placed it out of my budget. This left me with BoardGameTables and Carolina Gaming Tables, both of which offered high-quality products and had impressed me at gaming conventions.
While deliberating between these two excellent options, Ultimate Game Tables emerged. Despite a rather “cringey” name, their Kickstarter campaign had garnered attention. Online feedback suggested a more affordable option with sturdy construction, though it came with the caveat of self-assembly and potential production delays. The significantly lower price point ultimately swayed my decision, overriding my initial reservations and leading me to choose TOUG, expecting to save a considerable amount of money.
Succumbing to Tabletop Temptation
My table arrived approximately two weeks after its originally scheduled delivery. While this wasn’t too concerning given the reported delays, I had received an email suggesting a further month-long wait. The unexpected early arrival, while a pleasant surprise, also raised a red flag regarding their logistics.
The table’s arrival coincided with a friend’s visit, which unfortunately meant the initial assembly process was more chaotic than planned, with boxes consuming my living room. Nevertheless, we managed to assemble the table with relative ease, christening it with a game of Frostgrave. The initial construction seemed solid, and the instructions, while not perfect, were comparable to IKEA’s. At this point, I was content with my purchase.
However, this initial satisfaction was short-lived. I discovered that four cup holders I had paid for were missing. Without any prior notification, I contacted the company to inquire. I was informed that the cup holders would arrive later, with no estimated delivery date. I also took the opportunity to request replacement boards for one that was damaged and for a topper with a glue leak, which had caused the veneer to crack.
It wasn’t a major issue, but for a table costing around $1,000, I expected it to be immaculate from the start. They requested photos of the damage, which I promptly provided, and again, received a relatively swift response and apology, with assurances that replacement boards would be sent.
That was three and a half months ago.
As of the publication of this article, nearly four months have passed with complete radio silence from TOUG, despite my polite follow-ups every two weeks. I even opened a new ticket with the subject line, “Stop Ignoring My Emails,” in the hope of re-establishing communication.
Clarity Through Frustration
Just before publishing, I received a response stating there was a backlog because I hadn’t provided part numbers. I had never been asked for part numbers, nor would I have known what they were. After providing the requested photos and previous correspondence again, along with the part numbers, I was met with silence for four days.
While the table itself is functional, aside from the damaged topper and a minor ding on a corner piece, the consistent lack of communication and failure to address missing and damaged parts is unacceptable. Ignoring paying customers, especially when they haven’t received all the items they paid for, erodes trust.
This frustrating customer service experience has also allowed me to identify other shortcomings with the table that weren’t immediately apparent. Firstly, the table’s actual height is several inches taller than advertised. This renders the chairs I purchased too low for comfortable use, particularly in the “deep” setting, which is the primary appeal of a gaming table. The shallow setting is impractical, barely accommodating miniatures standing up with the topper on. This leaves me with ill-fitting chairs.
Additionally:
- The power cables from the built-in outlets lack couplers, necessitating the use of a surge protector or extension cord if you wish to avoid occupying multiple wall outlets.
- Cable management can be a significant challenge for those without experience. The provided cable management loops are flimsy, and their adhesive failed quickly, requiring the purchase of replacements. Fortunately, these are inexpensive.
- The grooves where the toppers slide are lined with Velcro to prevent scratching. For a table costing around $1,000, this felt like a remarkably cheap solution, especially compared to felt, microfiber, or foam bumpers.
- Update 11/10/20: After adjusting the table height, I discovered that the inlays for the main screws holding the table together are damaged. In some areas, the screw threads no longer grip, compromising the table’s structural integrity.
Reputation Over Monetary Evasion
Despite these issues, I still generally like my table, and I don’t entirely regret the purchase. However, the creaking and groaning when leaning on it are concerning, and the ongoing issues with customer service are a significant deterrent. My primary purpose in sharing this experience is to caution potential buyers. If your budget allows, I strongly recommend choosing a company with a proven track record and excellent customer support. The few hundred dollars saved with TOUG were not worth the frustration and lack of service.
At this point, I’m considering 3D printing my own replacement parts. I am open to suggestions. I will also be making a concerted effort to maintain the table’s condition, as I suspect Table of Ultimate Gaming may cease to exist soon. Their domains are set to expire in July 2019, their social media presence is largely dormant, and their email correspondence is abysmal. For those in the US seeking a gaming table, I highly recommend Carolina Game Tables or Board Game Tables for their reliable products and dedicated customer support.
Update: On July 22nd, nearly a month after writing this article, I received two massive packages from TOUG. Each was a “Box #2” intended to replace a single damaged corner piece. This excessive shipment of duplicate spare parts for a minor defect, while I still await my topper replacement and the cup holders have no ETA, is bewildering. I shared my frustration, and now I have hundreds of pounds of lumber sitting unused. Their Facebook page is heavily moderated, with negative comments consistently deleted. A more unfiltered perspective can be found on their Kickstarter page.
Update 11/10/20: The website for Table of Ultimate Gaming is no longer online, and their social media channels are defunct. Numerous complaints against the company can be found on the BBB and various tabletop gaming subreddits, indicating they are likely out of business. The bullet points in the main article have been updated to reflect new findings regarding table structural integrity discovered in October. While the company appears to be gone, consumers should remain vigilant for similar ventures that may emerge from the same individuals.