MADE.COM Reviews

Name: MADE.COM
Rating: 1.38

1.4 Rating 634 Reviews

8 %

of reviewers recommend MADE.COM

Company Reviews

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Metrics

1.4

Based on 634 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 27%
Accurate And Undamaged Orders	Greater than 61%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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MADE.COM 1 star review on 25th October 2022

Edward Stock

MADE.COM 1 star review on 14th October 2022

Lhamo Bos

MADE.COM 1 star review on 22nd August 2022

Anonymous

MADE.COM 1 star review on 15th August 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had left a review below and am pasting it here for reference “Terribly disappointed with the delivery time. I had ordered a Sofa which was promised to arrive before Christmas. I chose this sofa over the other that i liked more because this was supposedly available to reach in time for Christmas. I was to have friends over and needed a sofa. The order was placed on the 25h of November. Delivery was first promised on the 18th of Dec, then it changed to the 20th, then it was shipped on the 27th and will arrive here not before the 3rd. In the meanwhile I had booked a holiday from the 3rd to the 7th which is a national holday and now I will get my sofa on the 8th long after it was desired and 20 days after it was promised.” ---------------------------------------------------------------- THIS IS THE RESPONSE YOU SENT ME... Read MADE.COM Reviews Good afternoon, Thank you for leaving a review. I am very sorry for the disappointment caused by your journey with us and I appreciate the feedback you have provided. I can see you have been in contact with a member of our team who has resolved this with you. Kind regards, Charlotte -------------------------------------- HERE'S MY RESPONSE TO YOUR RESPONSE. This is a lie! I have been in contact with you and you have not resolved it!!! Today is the 8th of January. And I am hoping it will finally arrive today, but I have not received a call from the transporters and my attempts to call them have failed. My decision to buy from Made.com has been a big mistake.”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for your review. I am very sorry to hear this has not been fully resolved for you. I have requested that a member of our Spanish Team contacts you urgently with regards to this order and your delivery scheduled for today. I reiterate my sincere apologies. Kind regards, Charlotte

Posted 5 years ago

“We have bought a sofa from Made.com which have broken 2 times for 9 months. Avoid buying furniture for your home from MADE they are very fake!”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and the customer service you have received has not been to the level we would expect. If you would be kind enough to provide me with your order number, I will get someone from the team to get in contact with you to ensure this is resolved as positively as possible. Kind regards, Charlotte

Posted 5 years ago

“Order n 102402164. After 4 months the couch is collapsing revealing the low quality of the material. Wish i had never bought the couch from you. The sponge of the sitting part has somehow collapsed inside and I can feel the metal. Horrible purchase. Unless it’s fixed by made.com this will be my last purchase with this company”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and the customer service you have received has not been to the level we would expect. I have found the email you have send and someone will be in contact with yourself by close of business today to resolve this as quickly and as positively as we can. Kind regards, Charlotte

Posted 5 years ago

“Awful service They sent my parcels separately and all arrived within 10 minutes of eachother with different couriers- absolute waste of packaging and fuel. They then want to charge you to return parcels! Even though you can post it back cheaper yourself! I will never use this company again and will never recommend”

Helpful Report

Posted 5 years ago

Dear Belinda, Thank you for leaving a review. I am very sorry for the disappointment caused by your journey with us and I appreciate the feedback you have provided. I can see you have been in contact with a member of our team yesterday and has liaised with you regarding a return. Kind Regards, Charlotte

Posted 5 years ago

“Fraudsters. Send something cheap, that can't be cleaned and then blame you. Our old sofa was cleanable. This one from Made.com can't be cleaned...slow clap”

Helpful Report

Posted 5 years ago

Dear Jhem, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and the customer service you have received has not been to the level we would expect. I can see we have contacted you with regards to this matter and a Home serve visit has been arranged. Kind regards, Charlotte

Posted 5 years ago

“Worst company ever. Have bought from MADE twice now and twice have been very disappointed. A couple of years ago bought a desk and the drawers fell apart on opening the box. Shoddy workmanship but I assured it was just a fluke. Gave them the benefit of the doubt and recently bought a Kano bed in Sept waited 3 months for it to arrive. When it did arrive there was no written instructions just a bunch of pictures. There is nothing to tell you what to do with the parts, nor a video online. When I called customer service the staff member said she didn't know how to describe how to put it together so I should pay a builder to do it for me if I really couldn't do it by myself- basically making out that I was being stupid or something. I told her I would be able to do it if there was proper written instructions or an online video. And why on earth would I pay someone to put a bed together? If I had so much money to throw around I would be shopping in Selfridges not Made.com….When I asked for a return, the customer service staff member tried to charge me to post it back. I had to argue it was not fit for purpose because there was no way to put it together without proper written instructions. "Thankfully' after the staff member put me on hold to ask several managers if that was ok- it was accepted that I would not have to pay postage due to this fault. I will never buy from this company ever again. It is a shopping Nightmare. Interestingly enough -I bought another bed from Wayfair.com, not only did it arrive the next day, but using their instructions I was able to easily install it in 20mins!”

Helpful Report

Posted 5 years ago

Dear Kris, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and the customer service you have received has not been to the level we would expect. I can see that someone has now been in contact with you to get this resolved as quickly and as positively as possible for you. Kind regards, Charlotte

Posted 5 years ago

“Horrendous experience from begin to end. Most defo not high quality as stated, suppose if you like the look of staples then I highly recommend this company. Complained formally and promised a call back to which I’m still waiting. Customer service is none existent, sofa is comfy but doesn't connect where it should do (as its a corner) Foot Stool is horrendous. It has a hole in it and you can see all the staples all round it which is really unsafe for my two babies as they are sharp! Delivery was two days late, we had to sit on the floor as I had gotten rid of my existing one so I had room for deliver of the new. Eventually it’s cake at 9pm and I was expected to leave my two babies in the house by themselves while I was expected to help the driver carry the sofa into my house. Did I mention I paid £90 for this privilege, luckily my hubby came in early the night. Devastated that I’ve spent so much money and am left with a substandard product and poor service.”

Helpful Report

Posted 5 years ago

Good afternoon, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and the customer service you have received has not been to the level we would expect. If you would be kind enough to provide us with your order number I will ensure that a member of the team contacts you to resolve this as quickly and as positively as we can. Kind regards, Charlotte

Posted 5 years ago

“Worse company ever to order from. Have fake delivery schedules. They write a dispatch date and it changes and they never tell you. Item arrived as poor quality. Waited 3 months for a cheap looking item. And you have to pay for your own return. Most poorly run online furniture company ever!!”

Helpful Report

Posted 5 years ago

Good afternoon, Thank you for leaving a review. I am very sorry for the disappointment caused by your journey with us and I appreciate the feedback you have provided. I can see that your refund has now been processed and you should receive separate confirmation of this. Please do not hesitate to contact if we can assist any further. Kind regards, Charlotte

Posted 5 years ago

“Never again! Order no: 102626193 Thanks to made.com I have been left (today is 19th December) without any dining chairs. Upon reassurances from a staff member over the phone, I was told early December to go ahead and order with confidence six dining chairs which they said would be definitely delivered before Christmas. In the meantime, I gave away my existing chairs to a charity to make room for new ones. However, yesterday, I received an email stating that due to processing delays, my chairs can't be delivered before Christmas. I have a whole family coming over for Christmas lunch and am told so late that I won't be receiving my order. As I write, I still haven't found anyone who can deliver alternatives before Christmas. This was my first and will be my last dealings with made.com. Furthermore, when I phoned for an explanation I was met with arrogance and the person at the other end of the phone said that there were caveats which I should have taken the trouble to find out. Never again!”

Helpful Report

Posted 5 years ago

“Unbelievable, appalling service after taking your money! Ordered 6 chairs on 22.11. The delivery depot tracking advised items received 30.11. Phoned the Delivery Depot to find out they only received 2 sets of 3 sets and will only deliver when 3rd set is in depot. Made.com were emphatic the 3rd set had been sent. Phoned day after day to find out what the hell was going on. Even tried to speak to a so called team leader and was told she/he could not say anything more than I had already been told. Tried to speak to a director and to the CEO, all to no avail. There is bugger all genuine customer service. There is no pro-activity to help solve your problem. All you get from the people answering phones is a very very rehearsed thinly veiled apology. You cannot get passed them to speak to someone in authority and if you remind them they have your money and you want your goods they are very forthright in offering a refund and cancellation of your order. They don't care whether you buy their bloody goods or not, and I really liked the chairs. By 3rd Dec still no chairs so they suggested cancelling the original order and issuing a new order which would go out for delivery in 5 days. Well they didnt. It doesnt matter that you might desperately need the chairs, as I said I was, they are not bothered. Had to cancel a dinner party because absence of chairs. Their policy does not allow the customer service team to think outside the box. Its basically stuff the customers. By 13 December still no chairs. They thought they had gone out and to phone the delivery depot again. It now transpires (according to the delivery depot) that when the purchase order is processed notification of that order goes through to the delivery depot so when they collect the items they can be scanned back at the depot. Guess what- they had no notification. Apparently the depot drivers go into the warehouse every day for collections, so where the hell were my missing chairs from the first order and the three sets of chairs from my second order. The delivery dates are movable and if you don't like it then sod off so now at my wits end I cancelled the order. I cancelled the order and even then it took three attempts to get my refund processed accurately. If I had not been pro-active throughout this period I would still be waiting delivery of the first order. Subsequently ordered 6 chairs on line and received them the following day. I really liked those chairs and the furniture etc is lovely but the customer service follow up is simply disgraceful. So get your bloody act together and start respecting your customers because without them you will become nothing.”

Helpful Report

Posted 5 years ago

“I received a wardrobe with a broken mirror on the door. It was the last piece to be unpacked (the delivery people refused to unpack the items which I couldn’t even lift). The wardrobe was built up by the time we realized the door was cracked. Made.com would not send a replacement door. They wanted us to tear the whole thing down and send it back and receive a refund and wait another 3 months for a new wardrobe (that could also be damaged). Makes no sense.”

Helpful Report

Posted 5 years ago

“Repeatedly fail to deliver, first sofa delivered was a week late and the wrong model. They still haven't delivered the right one two weeks later and consistently miss their fake delivery estimates.”

Helpful Report

Posted 5 years ago

“Incorrect item delivered. Item was a KINGSIZE bed delivered in error on a Friday with collection arranged WITHOUT agreement for Tuesday. This is four nights of a massive item that is not mine being stored in my home! No resolution offered. The item I ordered will now be delivered in one weeks time as it had to be reordered!!!! I feel for the customer services staff who have their hands tied working under awful circumstances.”

Helpful Report

Posted 5 years ago

“Utterly disappointed. Without letting me know anything about it Made.com have changed the delivery time on my furniture from 3 weeks to more than 6 weeks. Not going to get it for Christmas now, and it is too late for me to get anything else. I feel like Made.com have treated me, a very loyal customer, with total disrespect and dishonesty.”

Helpful Report

Posted 5 years ago

“Customer service is lousy! Placed an order on 27/11 for a delay delivery after 7/12. Tracked order on 7/12 on my account to see dispatch date is 2/12. Rang on 7/12 to check status of item and whether it has been dispatched, told that they’ll check with delivery team and get back to us on 9/12, which they did not. Phoned again on 9/12 to be told it’ll take up to 5 working days from 9/12 to be dispatched (not including delivery)! Chatted with them online and was told if I want to go ahead with the order then it’ll take that 5 working days, if I don’t wanna proceed they can refund, asked if it will arrive before Christmas and was told can’t advise on time, that’ll be between me and the courier company.”

Helpful Report

Posted 5 years ago

“We ordered a sofa, armchair, dining table, 4 chairs and a bench to go with the table. All five had separate delivery dates which is fine if you’re happy to be home every day but not ideal if you work without any paid leave. Three items arrived within the estimated delivery dates. The dining table appeared to be stuck in the depot for two months, when it finally arrived after numerous calls to customer service it was slightly damaged. The estimated delivery date of the armchair kept getting pushed - when we still hadn’t received it eight months later, I cancelled and got a refund which wasn’t ideal as now we had a sofa and no matching armchair. Realistically there seems to be a strong possibility of significant delivery delays if you use this company - I certainly won’t be again.”

Helpful Report

Posted 5 years ago

“Worst delivery ever. Ordered in october and its december, still haven't received most of my order. Some of the got lost and need to wait another 8 weeks. Will never order from them again”

Helpful Report

Posted 5 years ago

“If I could give no stars I would. Ordered a bed 3 months ago. Tracked the order to find the delivery date will now be another 3 months ! Half a year from order to delivery !!! Argued for half an hour to be offered 10% compensation. Pitiful. Avoid this company unless you have the patience of a saint”

Helpful Report

Posted 5 years ago

“Bad quality and the customer service is always unfortunately can’t help. Items arrived broken. If you want to waste your money, energy and get unfortunate replies, call made. They are good at that!”

Helpful Report

Posted 5 years ago

“I have never had an issue with made.com ever. but I have had so much trouble with receiving my order they stated that 'In regards to the 10-12 weeks, what this means is that the item is estimated to be dispatched within 10-12 weeks to the courier. However I placed my order on the 13th of august. and then my order was dispatched to the courier within 4 weeks on the 10th of September. IT has now taken 13 weeks from the 10th of September to get the courier and I have still not received any information from courier totalling at 17weeks and still no order. First contact I was made aware that my order would be arriving with probuild courier and they would be in touch to arrange deliver, However I contacted made again to see where my order was a week later and they told me that it would arriving with Not Boxes today and they will be in touch soon to organise delivery why has the courier changed and still no contact. I'm beginning to think my order isn't coming. Furious as this is an expensive item and we have had to do with out wardrobes now for 17weeks.”

Helpful Report

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews