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

“Terrible company”

Helpful Report

Posted 5 years ago

Good Morning, I would like the opportunity to look into this matter further for you so would kindly ask if you could provide your order number so I can look to address any problems you are currently facing. Kind regards, Charlotte

Posted 5 years ago

“I ordered a king-sized bed at the beginning of December and still have not received it. The communication with Made.com is non-existent and the customer service is appalling. For weeks I have requested to speak to a manager and keep getting false promises and have heard nothing. The expected date of arrival has been set back again and even now, three months later, I still do not have a date of delivery. No one has told me about this, I have had to chase everything. Do not use this company, especially with essential furniture like a sofa or a bed. You may get lucky and your order will arrive on time, but more than likely you will not hear from them for months and you will end up with a lot of unwanted stress. .”

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 can see a Senior member of staff has been in contact with you today to ensure this matter is resolved as quickly and as positively as possible. Kind regards, Charlotte

Posted 5 years ago

“I ordered a coffee table on 11 November and have yet to receive it. I don't want to rate them with even 1 star. I have had a succession of e-mails postponing delivery and apparently it is now scheduled for 18 March, I'll believe it when I see it come through the front door. I am a very dissatisfied customer and won't be using Made again.”

Helpful Report

Posted 5 years ago

“I ordered a coffee table on 11 november last year, and still have not received it, just a succession of automated e-mails postponing delivery; apparently it is now being delivered on 18 March - I am not happy and would appreciate a person contacting me and apologising. If it postponed once more I will be cancelling and I certainly won't be using Made again.”

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. A Senior Agent 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

“I wished I had checked the reviews before purchasing my sofa October 2018. I loved the sofa, spent £999 on it, only to find the springs started popping out. When I contacted MADE, I was told the sofa is no longer under warranty and that’s it’s my responsibility now. They suggested I use Homeserve Furniture Repairs to check it out and provide them with a report. Got in touch with Homeserve Furniture Repairs who wanted me to guarantee them a parking space before they could come out. I said I couldn’t, got back in touch with MADE only to be told there is nothing else they can do. It’s definitely poor workmanship, I have had sofas that have lasted 10 years and in good condition. I am so disappointed and mostly angry!!”

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 feel disappointed with the customer service you have received. I can see that we have submitted a response to your email yesterday regarding appointing a furniture technician and we will aim to resolve this with you as positively as possible for you. Kind regards, Charlotte.

Posted 5 years ago

“Well, not actually bought anything but was about to order a 4 seater chaise end sofa but after reading all these terrible reviews I have decided to look elsewhere. Charlotte seems to be the only person answering and apologising but frankly apologies don't cut it. Sorry Made but i will look elsewhere.”

Helpful Report

Posted 5 years ago

Good Morning Jack , Thank you for leaving a review. I can see that you have been in contact with us regarding some further information on the Luciano sofa and have subsequently decided to look elsewhere. I am very sorry to hear that this is the case and I would like to have the opportunity to restore your faith in us as a company and have you as a valued customer of Made.com. If there is anything else I can do to achieve this please let me know and I would be happy to help you. Kind regards, Charlotte.

Posted 5 years ago

“I am having a nightmare. I can’t return my items no matter how much I try! Web collect said they came for my item and I wasn’t in but I have a broken foot so going no-where. I have since tried to rearrange and a week later I’m still struggling. I was happy with the quality of products but so frustrated In trying to return products that I won’t order again! The hassle is just not worth it, let alone the costs to deliver and return !”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I can see you have been contacted by a member of the team today regarding this matter to ensure this is resolved for you. Kind regards, Charlotte

Posted 5 years ago

“Delivered a faulty item, weeks later it still isn’t resolved because theyve been unhelpful and don’t seem to know what to do. They do respond but it’s been a long painful process trying to get them to understand or engage in the issue properly and get it fixed. Disapointed the quality was not better in first place but really it is the service which has made this a bad experience. Can’t find a way to raise a complaint about it anywhere.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I can see you have been contacted by a member of the team today regarding this matter to ensure this is resolved for you. Kind regards, Charlotte

Posted 5 years ago

“Late delivery, poor customer service and very low quality.”

Helpful Report

Posted 5 years ago

Good afternoon, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I can see you have been contacted by a member of the team today regarding this matter to ensure this is resolved for you. Kind regards, Charlotte

Posted 5 years ago

“Called customer service to try and bring a delivery date forward, which was moved back by Made, customer service agent couldn't help and didn't really care. Now I do not have sofas for our new house.”

Helpful Report

Posted 5 years ago

“I don't know the quality of the products, I haven't received yet, I will post about them when I receive as well. But I enquired about a price change on their chat support. The support first tried to cover the price change as "January sale ended" kind of answer, and when I said the price changed overnight after January sale end. Then he admitted the price changed and he said they will send an email to explain/resolve the situation but nothing received after a week. So far experience is very negative!”

Helpful Report

Posted 5 years ago

Good afternoon, Thank you for providing feedback on your experience 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. An agent will be in contact with yourself by close of business today to resolve this with you as per your recent live chat. Kind regards, Charlotte

Posted 5 years ago

“I didn't even get as far as a delivery. Made.com has simply the worst customer service I've ever recieved. No interest in resolving an issue, just rude and unhelpful. They even short changed my refund by £15. Then claimed it was because I used a £30 voucher and then changed that story to it was a £29 charge for collecting the item they hadn't even delivered. Avoid at all costs.”

Helpful Report

Posted 5 years ago

Good afternoon, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received and to hear that you would not look to shop with us again. If you change your mind at any point in the future, which I hope you do, we will be happy to honour the voucher offered to you by our Customer Service Department. Kind regards, Charlotte

Posted 5 years ago

“Bought cushions, tried to return them, they refused to collect and then charged me £10 for the return before failing to refund the full amount of the products returned. Currently being charged £49 for £36 worth of goods. Complaints process is ridiculous and lacks any customer service. I’ve emailed, live chat and telephone to try and resolve the issue with no luck. Avoid at all costs!!!”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I can see you have been contacted by a member of the Senior Team today regarding this matter. Kind regards, Charlotte

Posted 5 years ago

“slechte service: bank besteld en bijpassende hockey. Na twee weken zat mijn man op de plank. Meteen met de customer service contact opgenomen , foto’s gestuurd antwoord: was normaal 😬, jammer dat u 2 dagen te laat bent . We kunnen voor uw rekening een specialist sturen. Hebben nou rechtsbijstand maar eens geinformeerd . Kan echt niet zo een slechte kwaliteit voor zoveel geld. Telefonisch en e-mail .. heel slechte service .”

Helpful Report

Posted 5 years ago

Goedemiddag, Dank u voor uw beoordeling. Het spijt me zeer om te zien dat u een slechte ervaring heeft gehad tijdens het winkelen bij ons en dat de klantenservice die u heeft ontvangen niet op het niveau is geweest dat we zouden verwachten. Ons NL-team heeft geadviseerd dat ze vandaag bij sluiting contact met u zullen opnemen om dit zo snel en zo positief mogelijk op te lossen. Met vriendelijke groet, Charlotte

Posted 5 years ago

“I ordered 2 lamps a while ago since then I have been experiencing lots of problems: 1. Items are delivered much later (still waiting actually) than they claim on the website. 2. I cancelled one lamp as it would be delivered only in 5 months and got 10 EUR less than I paid and which is stated in the Invoice. It has been more than 5 days me calling them every day and asking to count elementary math correctly- so far no result. Update: no 10 EUR back and I have to pay 8 EUR for a small lamp to RETURN BACK MY ITEM WITHIN 14 DAYS. What a horrible service- n-e-v-e-r a-g-a-i-n.”

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 me with your order number I will be happy to look into this for you. Charlotte

Posted 5 years ago

“Bad quality. Really bad service!! Helaas! Slechte producten. Slechte service. Ik had een fauteuil besteld die absoluut niet aan de verachtingen voldeed. Geen fauteuil waar je lekker in wag kan zakken maar eerder een harde plank. De bezorgkosten, €30,00 zijn voor rekening van de klant. De retourkosten, opnieuw €30 euro ook. De klantenservice toonde weinig begrip. Al met al een hele slechte ervaring. Ik zou absoluut afraden iets bij MADE.com te kopen.”

Helpful Report

Posted 5 years ago

Goedemiddag, Dank u voor uw beoordeling. Het spijt me zeer om te zien dat u een slechte ervaring heeft gehad met het winkelen bij ons en dat de klantenservice die u heeft ontvangen niet op het niveau is geweest dat u zou verwachten. Het spijt me ook heel erg om te horen dat u niet meer bij ons zou willen winkelen, omdat ik niet zou willen dat u zich zo zou voelen. Ons NL-team heeft geadviseerd dat ze morgen aan het einde van de werkdag contact met u zullen opnemen, zodat u de problemen die u hebt ondervonden kunt bespreken. Met vriendelijke groet, Charlotte

Posted 5 years ago

“Bought a chair from them 18 months ago. It’s been barely used and when a did eventually sit in it for a few hours it collapsed under me dropping me on the floor. He must be 300lbs you think? Nope - I can promise I sit in chairs all day long in many places with neary a creak ; ) Well surely it will be no problem to get a replacement? As if. Their only option is pay them £45 to send a company to ”assess” the chair. But what’s to assess? The thing is made of pulp board and turned into kindling. I sent them pics and details but they seem delighted in being unfair and making life hard for their customers. Mind you I hadn’t realised when I bought from them that they given NO warranty at all. Avoid these cowboys, you’re better with IKEA.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I will ensure a member of the team contacts you today to get this resolved as positively as possible. Kind regards, Charlotte

Posted 5 years ago

“Took day off work to receive furniture. Told it would arrive between 2pm and 4pm, eventually arrived nearer 8pm. Then told it couldn’t be taken upstairs as too heavy. Had to unwrap and my husband and one delivery person did manage to get it upstairs. Delivery people obviously couldn’t be bothered. At £39 per delivery I would expect far better service. Will think very carefully again about buying from Made.”

Helpful Report

Posted 5 years ago

Hi Susan, 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 you have emailed in regarding this so I will ensure you are contacted by a member of the team by close of business today to resolve this as quickly and as positively as we can. Kind regards, Charlotte

Posted 5 years ago

“Worst support ever !”

Helpful Report

Posted 5 years ago

Dear Camille, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I can see you have been contacted by a member of the team today with regards to this matter. Kind regards, Charlotte

Posted 5 years ago

“To: MADE.COM Order Updates Subject: Re: [MADE] Your order 102625481 is on its way Dear Sirs, I am at last in possession of my Bramante table, which I am very happy with. However, I would like to express my dissatisfaction with the service provided by Made. Com prior to the delivery. I ordered the table on Dec 8th. I was informed that if I wasn’t ready for the delivery I could delay it. I delayed the delivery until Dec 17th. When I tracked the package on the 18th, it said that delivery was expected on the 27th Dec, after Christmas! I contacted you via your chat page and was told that as I had delayed dispatch(I didn’t delay dispatch, I delayed delivery)I could not expect the item before Christmas as it wouldn’t be dispatched until after the 17th of December! As delivery from dispatch is 3-5 days, if the dispatch had been organised to coincide with delivery on the 18th December, then the table could have been delivered in plenty of time for Christmas. At very least some communication from yourselves, bearing in mind the timing of Christmas, explaining that by delaying delivery it was likely I wouldn’t receive it in time for Christmas, would have been acceptable and I would have made different arrangements. I then resigned myself to the fact that my family and of 12 would eat Christmas dinner on pasting tables, but that the table would arrive on the 27th December and I would have it for New Year’s Day. So you can imagine my dismay when I received an email on Christmas Day, from the delivery company informing me that they had received my item and I could choose a delivery day from the 3rd January onwards!!! Now whilst the communication from the delivery company was excellent, keeping me up to date at all times, I think you must agree that the service from Made.com is not. We have recently had an extension built and have had numerous deliveries from various companies and unfortunately Made.com are bottom of the list and unfortunately I will not be able to recommend you. Regards Mary Mason”

Helpful Report

Posted 5 years ago

Dear Mary, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I am currently looking into this further for you and will ensure to be in contact with you by close of business tomorrow. Kind regards, Charlotte

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews