If you ever get photos from a customer that looks like this, it’s not the end of the world. Yes, if there is that much, it is absolutely a product defect.
But the customer is probably most worried there are bugs in their furniture!
Holes like this come from the original timber, and what it means is that there were woodworms in the raw timbers at least 2 years ago. The holes are made from the wood worms exiting the wood. It does NOT show that there would still be any bugs there now, and in fact, are evidence of the opposite.
The real flaw here is that the factory did not discard the piece of wood to begin with.
We should explain and see if they are willing to accept. Offer discounts to KIA if needed. But this should not be an item that needs to be replaced, and we should work to allay any fears that this indicates current woodworms (actually beetles), as it’s only an indication of poor wood selection. If it’s not on a visible surface, it will not become a further problem.
