Name: MADE.COM
Rating: 1.38

“cancelled order within 24hrs and was told i'd get a refund in 10 days as I paid by debit card. 4wks later still waiting.”

Helpful Report

Posted 6 years ago

“Faulty Furniture and Terrible Customer Support! I had no issues with the delivery of the Bremen Super king bed which took 2 weeks, however upon unpacking and assembling I had found issues with a number of parts - a defective leg support (made differently to the other 3 and therefore does not fit properly) and all the drawer parts had chipped/peeling edges. I was able to speaking with customer support on the day who said they will order parts for me, but this wasn't confirmed until 2 weeks later. After another 2 weeks I was told that this product is no longer stocked and it is impossible to source new parts. I requested a replacement of a different bed but this was not an option. The only options provided was a small £50 partial refund or £100 voucher, or a full refund - all after a month of chasing and very little communication. Had the parts not been available that should have been communicated to me at the beginning to avoid all of this hassle! I will not be purchasing from this company again, buyers beware!”

Helpful Report

Posted 6 years ago

“Shocking company policy with regards to manufacturer contact. Made.com has permanently delisted a product I am in an urgent need of. I rang customer services to see if they could put me in touch with the Thailand based manufacturer and they point blank refused it due to their 'policy' stating that manufacturers 'don't like giving out information'. More like if Made cant make money out of it let the customer and the manufacturer both lose out. Pathetic”

Helpful Report

Posted 6 years ago

“Terrible service from made.com. The bed was delivered at the end of January and had a part missing.Just spoke to an agent and she said it has still not arrived at there warehouse. I am definitely not buying anything from made.com again. Exhausting,poor customer service team.”

Helpful Report

Posted 6 years ago

“PLEASE CONSIDER YOUR MADE.COM PURCHASE CAREFULLY. After much searching and finding out West Elm no longer had the sofa we wanted, Made.com was the only place we could find a style of sofa that we really liked. The price was surprisingly low but reviews seemed good. It arrived damaged and MADE arranged for a replacement in a few weeks. Had I written a review at that time it would have been four or five stars. Sadly, after just 12 months, the sofa is sagging at the left and right hand sides that get used more. I appreciate it’s a cheaply priced piece of furniture but I don’t expect it to look like a “vintage” sofa after just twelve months. I reported it to MADE. Sent photos but apparently the only recourse is to pay a fee to get a third party to visit and fix it. MADE.COM furniture looks great on the whole but evidently they don’t stay that way for long. If you’re considering a purchase from this company, I’d just STRONGLY consider how long you want this to last. Ours was only used by two average size adults and failed in 12 months. If you have kids, or you’re bigger than average size, I wouldn’t expect it last 12 months!”

Helpful Report

Posted 6 years ago

“Ordered a sofa in November which Made claimed would be 3 weeks delivery and have still not received it. It just keeps getting more and more delayed every time we check the order status online and now it says it is due in March - 4 months after we ordered it! I will be very surprised if it actually turns up!!”

Helpful Report

Posted 6 years ago

“Exhausting to deal with their customer service team. We bought a sofa that turned out to be very poor quality, still waiting to have it replaced. Overall very disappointing!”

Helpful Report

Posted 6 years ago

“I'd give Made zero stars if it was an option. Terrible service. Terrible products. I was sent one lamp, it was missing a piece. They sent another one. It was also missing a piece. Worst experience - never order from them. It is going to take weeks for them to refund me.”

Helpful Report

Posted 6 years ago

“I ordered four items in early January and paid £15 shipping fee. Items arrived separately over following 4 weeks, which I was fine with. Decided to return one item (a small rug) and contacted Made.com, who advised that because it was 6cm in excess of their free returns length limit I would have to pay £5 collection fee. Ok, paid it. They did not tell me at the time this was due to DPD rules. A few weeks later my dinner service arrives. I believe the item I received was not as described (i believe the 'pink' bowl was more lilac than pink). Made.com agreed to take back but only after telling me they didn't agree with me (even though I am the one with the actual bowls so am looking at them with my own eyes). In fact, they effectively said they had a chat about it in the office and didn't agree with me but I could return it for free (i.e. no collection fee) If I dropped off at DPD point. Heavy item and nearest DPD point is a mile away so dropping it off will probably require a cab as I don't drive. In the end I will probably will be charged by them for collection for items which are not as described. But remember, they did not deliver all of the items at the same time. If they had, I would have been able to return things at the same time. They then placed the blame with ME, that I did not return items at the same time which I could not possibly return as they had not yet delivered them (and items have to be returned within 14 days). In short, I will be keeping two items which cost me £65. However I will have been charged £20-£25 delivery and collection fees for this. I'm ok with the delivery charge but I'm furious about the collection charges and being stung not once but probably twice because they did not deliver all of the items at the same time. Also really not happy that they conducted an internal huddle to decide if my opinion is correct or not (even though I am the one with the actual items in front of me), and then telling me they concluded i am wrong! What kind of way is that to talk to a customer? MADE.COM is always right it seems! If you are going to order from them, be certain you are going to keep the item(s) cos this is how they treat their customers who try to return things or who question them! I will never order from Made.com again.”

Helpful Report

Posted 6 years ago

“DO NOT BUY ANYTHING FROM THESE CLOWNS. Poor quality products that they then put the responsibility on you to return. They insist on you repacking their own shoddy goods, even after their “independent” furniture inspectors have said they are so poorly made it would be dangerous to sit on the chairs. Then we get to the customer service. It’s inflexible, rude, incoherent and so passive aggressive it would make you wince. I have asked for the name of their head of customer service (or head clown, I don’t actually care) approx 8 times now and every time this has been ignored and glossed over. Seriously, just save your time and stress and buy something from somewhere that can not only spell customer service correctly, they actually know what it means. I replaced my awful chairs from made with a set from John Lewis. Infinitely better quality, actually cheaper. No clowns. It’s only a 1 star because 0 is. It an option.”

Helpful Report

Posted 6 years ago

“DO NOT BUY ANYTHING FROM THESE CLOWNS. Poor quality products that they then put the responsibility on you to return. They insist on you repacking their own shoddy goods, even after their “independent” furniture inspectors have said they are so poorly made it would be dangerous to sit on the chairs. Then we get to the customer service. It’s inflexible, rude, incoherent and so passive aggressive it would make you wince. I have asked for the name of their head of customer service (or head clown, I don’t actually care) approx 8 times now and every time this has been ignored and glossed over. Seriously, just save your time and stress and buy something from somewhere that can not only spell customer service correctly, they actually know what it means. I replaced my awful chairs from made with a set from John Lewis. Infinitely better quality, actually cheaper. No clowns. It’s only a 1 star because 0 is. It an option.”

Helpful Report

Posted 6 years ago

“BEWARE - PRODUCT QUALITY IS AWFUL and THE MADE / HOMESERVE SCAM MUST BE EXPOSED - We spent £2k with Made 2 years ago - 5 of the items went faulty within months - really poor quality, all made in China - To qualify for a replacement, MADE send their "recommended furniture inspection company" Homeserve. NOTE: Made have special agreement with Homeserve and pay them commissions to always rule the inspection in Made's favour (i.e. "improper use" by the customer). This saves Made thousands and reduced their returns - Made will do everything possible to avoid helping customers and replacing their awfully made products BEWARE”

Helpful Report

Posted 6 years ago

“Better should have read that all before I‘ve ordered anything at made. Waiting over 2 months for delivery. Last week I finally got the Couch, oh wow but without legs and sides....what the hell??? And Nobody answers to all my Mails. I want my money back!!”

Helpful Report

Posted 6 years ago

“Bought two concrete resin tops. Media unit now has stress fractures running across it. They sent someone from Homeserve who invalidated the claim and said i had obviously damaged it. Didn't have a clue about concrete and basically inferred that because I have children, they have damaged it!. Furniture Ombudsman next as only had unit 3 months!.”

Helpful Report

Posted 6 years ago

“Made.com sells nice-looking furniture, this is true. Yet, they are unprofessional in dealing with three aspects: - RETURNS: they tend not to give the money back. I returned several items and in two different occasions I had to chase them several times to see a refund. I am still waiting for my money regarding an item returned via courier more than one month ago. - DELIVERY: they use at least three different methods, DPD, Panther and Royal Mail. This means that for each of their items you need to arrange collection and/or returns differently, which is not great. - TIMING: I ordered 4 chairs in November and I am still waiting for them. 3 months later. Overall, I am dissatisfied with MADE.COM - like many furniture shops (Dwell, Habitat) they gather nicely looking staff from Asia and sell it for a crazy price in the UK. There's nothing behind these companies - no history, no tradition, no assistance. IKEA surpasses them by a great deal.”

Helpful Report

Posted 6 years ago

“Fake lead times on items. Waited from November to February for 2nd part of my Order. When I questioned where it was was advised it will now not be ready till APRIL!! Cowboys.”

Helpful Report

Posted 6 years ago

“I ordered a sofa (Luciano Left Hand Facing Chaise End Corner Sofa, Grey Leather) in July on the basis and advertised that it would take 10 weeks for delivery, then months were passing and I had no contact from Made.com, after numerous checks on the deliver status I kept seeing it was delayed by another 4 weeks and so on and so on and so on, then 5 months later I was notified it was finally ready for delivery. Not once had Made.com had the decency to call me to apologise or explain the reason it was delayed. Instead I had to keep calling them only to be told it was due to them being unique pieces that are hand made to order. If that was the case why advertise 10 weeks when in fact it was 5 months?? I only had unsympathetic customer service contact on every phone call that I had to make. Made.com were very happy to take my full balance payment on placement of the order! After making my views clear I was offered a refund on the delivery charge and then further down the line after it kept getting delayed they gave me vouchers. Anyway that was the pre-delivery issues and not the worst of it, finally 1 week before Xmas I was notified it was going to delivered, I thought brilliant, finally my family will have somewhere decent to sit down. Delivery was booked for the afternoon, then I awoke to a text saying that actually BJS’s delivery system had made an error and instead they wanted to deliver first thing, luckily I was available to take delivery first thing and took delivery of the sofa. After unwrapping the sofa I found the leg frame slotted bolt holes to be drilled slightly out of line which caused the leg frame to slightly protrude forward out from underneath the front of the sofa, something I was not best pleased about but non the less could live with it. Then 2 days later I walked into the lounge only to notice the armrest was leaning inwards very slightly, upon inspection I noticed there was a dip underneath the frame below this point, I moved it with my hand to find it easily rocked up and down indicating that the inner frame joint must of come apart at the joint (probably just a simple stapled together joint) instead of proper joinery construction. It was clear this frame was broken. I only weigh around 11 stone and I had sat on sofa for only 3 or 4 times, so I doubt it was a weight issue. I emailed Made.com a video clearly showing the defect for which they replied two days later to agree it was faulty and needed to be collected for a refund. By the way way they offered me a £50 voucher after I politely asked for a gestre of compensation as I would now be without a sofa again! To be honest I’m lucky it showed signs of poor construction so early after taking delivery as it clearly highlights poor manufacturing standards for it to break at such a integral frame position. I would avoid buying this sofa if I were you as the quality simply does not match the price. Anyway was finally given a time slot by BJS distribution for it to be collected and therefore I waited in all day, I then received a text saying the collection had been made so please can you review the delivery service, I thought this sounds strange as the sofa was still with me. I phoned up BJS only to be told the drivers have decided not to come and collect the sofa today as they don't think it will fit on their van and that the collection would have to be rearranged. As you can imaging I was not best pleased as nobody had the decency to call me to tell me this, if I had not of called them I would of been sat around waitng all day. Finally two days later it was booked in again to be collected and they did eventually pick it up for return. Happy to be rid of this faulty sofa I awaited my refund off Made.com, they said it would be issued once they received it back. I was patient, but again two weeks had passed and nothing, so I had to call them again . They told me it was in the processing system and to expect it soon, very vague and nobody interested in giving me my money back so I could go and buy anther sofa. Finally 20 days later after it was collect I received my refund. All in all what a disaster of a sofa shopping experince this had been. Summed up; I was mis-sold the sofa as was told it would take 10 weeks when in fact it was delayed and took 5 months. Delivery and Collection was a shambles by BJS, very poorly organised and planned out on their behalf which wasted a full day of mine waiting around when in the end they dod not come as agreed. Sofa quality very poor, the main sofa frame had clearly broke on the joint, no doubt through poor construction methods. Customer service at Made.com is near zero, not once did they have the pro-active decency to contact me to inform me of the ongoing delays with my order nor make an apology. I would avoid using them for a large ticket item sofa purchase for sure!!”

Helpful Report

Posted 6 years ago

“A lot of the other bad reviews here strike a familiar note. Incompetent customer service, terrible attitude: I put a direct question to them, would they rather make me happy or lose my business? They opted for me to return everything and get a full refund. If you value your time DO NOT USE!”

Helpful Report

Posted 6 years ago

“Quality Control = Pot Luck at made.com This is my 3rd Made.com order. The 1st item arrived in perfect condition. The 2nd item arrived with what was clearly manufacturing defects so I returned it no quibles. My 3rd item has just arrived and has 4 manufacturing defects and 3 areas of damage so 7 defects in total. Any reasonable person would of spotted these defects before dispatch. I queried this with made.com and their response was “We do conduct quality control checks however due to the sheer amount of items we are not physically able to check every item”. This contradicts what there website states. So basically the items are shipped and it’s pot luck if someone has checked it! I have 3 items and 2 where significantly damaged with factory manufactuirng defects, these should of never left the factory! So in essence made.com are using the customer to quality control their items and it is the customer who then has to receive, inspect, repackage and arrange return and then go through the whole process again if you want the item. Needless to say you may receive another defect item! I really liked the item but the quality was just awful and with no guarantee the replacement item had been checked you could spend the rest of your life receiving, inspecting and returning items.”

Helpful Report

Posted 6 years ago

“They don't reply to any emails! I am awaiting my refund and have been given no indication of it's progress. No email to say it has been received, in fact the customer service representative thought they hadn't received it although when I tracked it, it is clear it has been received at the warehouse. Maybe they have lost my return, who knows! Still not got refund and they barely reply to any of my emails. I am no way paying the fee to return the item seeing as it has been such a hassel to obtain the refund. They are quick to take your money but slow to refund - and that is if I ever receive my refund!!”

Helpful Report

Posted 6 years ago

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

MADE.COM Reviews