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

“The first piece of furniture I’ve ordered from Made and probably my last. They offered to replace the broken bit of furniture they sent which seemed fair. What seems ridiculous is their absolute incompetence in arranging collection of the broken bit which, despite me asking 3 times, was not collected with the new delivery. They then seemed to think it acceptable to suggest various random delivery times for me to be in to let them collect the old piece. What a waste of everyone’s time. None of the staff could explain why they hadn’t collected the broken unit despite me asking. Still unresolved.”

Helpful Report

Posted 6 years ago

“Didn't deliver within the estimated timeframe (10-12weeks). First time when they were going to deliver (at 15 weeks), the delivery company turned up without our order (we are talking about a 3-meter long sofa, can't get my head around how a delivery company can turn up to deliver, not realising they are missing a 3-meter long item). The second time they tried to deliver (at 16 weeks), they delivered the item with missing parts. The missing parts have still not been delivered. This was a £1000 order, which was paid since they one, we have now waited for 17 weeks, spent 1,5 days of our time on the messed up delivery (because we had to be at home), not to mention the amount of time we spent on the phone talking to customer services. As things stand atm, customer services offered me to refund us for the delivery charge of £39 or to send a full refund. It's just a click for them, but how am I compensated for the bad experience and the time lost and the additional purchase I had to make, because were unable to supply the goods I paid for 17 weeks ago. Very bad experience, unacceptable, this is a joke!”

Helpful Report

Posted 6 years ago

“I made an order for some lights on 22nd Oct . I was told delivery would be in 5 days. After 10 days i chased and was told they would be delivered 3 days ago (Noc 2nd0. I took a day off work amnd waityed in. I tracked the van and coulkd see it was 3 roads from me. It didn't arrive and I then got a message saying they couldn't find my address (I live on a normal road in London). I asked for a re delievry to my work. I was told it would be today. Still nothing has arrived. Customer service is unapologetic and unhelpful and the live chat is a robot and can't help.”

Helpful Report

Posted 6 years ago

“I placed an order on 20 October for a rug costing £499 and I received a text confirming that this would be delivered on 23 October. At 7pm on 23 October, I called MADE to chase the delivery and check timings as I had spent the day at home waiting for the delivery and had to go out. At that point I was told that the delivery hadn't happened and that the new delivery date would be 25 October and I was sent a text confirming this. Yet again on 25 October, I took the day off work and waited for the delivery. When I called early afternoon to ask for an estimated time, I was told that the rug hadn't left the warehouse yet as they hadn't been able to find it! So twice, I stayed at home waiting for the delivery and twice they failed to deliver. At this point, I had had enough and said that I wanted to cancel and get a full refund. I then received an email saying that the request for a refund had been processed and that this would take place once I had returned the goods to them ?! To date, 2 weeks later I am still awaiting the refund. Frankly, I am shocked that: 1. they took payment before they had shipped (or even located) the goods. 2. that nobody had the decency to notify me that delivery wasn't going to happen on the agreed date (especially given what happened the first time) I won't be ordering anything from Made.com again.”

Helpful Report

Posted 6 years ago

“I purchased a dining set: table, benches and chairs from made.com in nov 2016. The chairs broke instantly so I was sent replacements. Over the next year all items gradually started to fall apart. I sent photos to their customer services team who eventually sent out a technician. A manufacturing error was concluded and I was advised by the technician not to use any of it for safety purposes. That was months ago. I chased and chased made.com to enquire what they would do. Eventually they got in touch to accept the liability and offer me a depreciated refund. No replacement or repair was offered. Of course their customer services rep tried to push me to use my refund & put it towards buying a new dining set from them, to which I refused. The whole thing has been a horrible experience, terrible customer service and UNSAFE products that they will take liability for but won't refund fully. Do not buy from this company - the products look nice but are made terribly.”

Helpful Report

Posted 6 years ago

“Horrific customer service that exists for the sole purpose of frustrating the customer until they simply give up. Absolutely everything I have ordered from them has had an issue and customer service makes it that much more painful. My most recent experience, however, is the final straw. A rug I bought started falling apart from the day I took it out of the packaging and they are refusing to acknowledge it is defective and accept a return. NEVER AGAIN MADE.COM!”

Helpful Report

Posted 6 years ago

“Moved into a new home so carefully selected products which could be delivered pre Christmas. Arranged delivery date which came and went and no call. Finally arrived mid January. Product quality so poor much better quality in Ikea for a fraction of the price.”

Helpful Report

Posted 6 years ago

“The worst customer service I’ve ever experienced. After 3 months of waiting for my table and bench they both arrived with damage. I called to raise a complaint and have since been promised 3 call backs, none of which have been met. I’ve been told that I cannot speak to a manager/team leader by all three customer service agents. I’ve emailed a complaint FAO manager and received a standard copy and paste response from another customer service agent that clearly did not read my email!! I have a bed on order which is getting cancelled and plans to order lights and a sofa will definitely go ahead! Swoon editions have impeccable customer service and a certainly a company I will place my future orders with. Made.com are happy to take your money but do nothing other than get you damaged goods to you!!! Shocking service!”

Helpful Report

Posted 6 years ago

“Terrible! Ordered several items and then informed they were not available and still waiting for a refund. Avoid!!!”

Helpful Report

Posted 6 years ago

“I gave 1 star only for delivery. I bought a sofa bed and an ottoman bed that looked very nice on the website. Once I opened the packages I decided to send them back before even assembling. The quality is so poor, the stitches are really bad, the textile is horrible on the sofa, and it is very uncomfortable, worse than the cheapest ikea sofa. I don't know what I was thinking ordering furniture online but I definitely didn't expect it to be this scandalous. Now I have to go through the return process, pack them and hope to get my money back!”

Helpful Report

Posted 6 years ago

“Completely incompetent customer service staff (thanks for nothing 'Nana', 'Karin' and 'Shawn'). I was told that delivery of two items could be arranged so that both were delivered together (to avoid me having to take multiple days off work). Also told that I would be contacted by delivery partners ahead of time to arrange suitable date. I had to chase up Made.com for updates, they hadn't bothered to tell me that one of the items had been delayed so I had to arrange for one off delivery all over again. Delivery due this week, no word from deliverers so asked Made.com for info. Got an email back saying they understood "how frustrating it can be dealing with delivery partners" and that was the extent of their help after taking my money. DPD, without notice, attempted delivery while I was at work so I rearranged for today and took a day off work. One package arrived. Contacted Made.com to find out where my second delivery was and after being put on hold for ages, was told that a delivery company who works for a different company had my furniture. Made.com never had any intention of arranging one delivery for my items so their staff effectively lied to me on more than one occasion. In the end I had to contact the third party delivery company myself and locate my order. DO NOT ORDER FROM MADE.COM UNLESS YOU DON'T WORK AND CAN SIT AT HOME ALL DAY WAITING FOR A DELIVERY THAT MAY OR MAY NOT ARRIVE AS YOU THINK YOU HAD ARRANGED. I now have to take another day off work for second part of my order. THEY COULD NOT CARE LESS ONCE THEY HAVE YOUR MONEY.”

Helpful Report

Posted 6 years ago

“Without fail the worst company I have ever experienced. No quality control over items - chairs arrived with broken legs(!), red die on grey chairs, stitching coming apart - the list goes on. My big mistake was placing an order of 4 items - my first order and my last. Having sent back on 1 Sep the two stools they sent as replacements for the first shoddy set (the replacements being even more damaged than the first set) I am still waiting for the £300 refund - it is now 15 Oct. I also do not believe that the names of Sian, Karin, Chloe etc are real people - I highly suspect these are AI robots. Every email I have received are written in exactly the same way, even down to the same punctuation errors ....”

Helpful Report

Posted 6 years ago

“Waited nearly a month for an order (table and chairs) due to dispatch within 2-3 days, we needed the product quickly which was a key reason for choosing the design. It finally dispatched minus the table and Made couldn't advise when the table would arrive. Gave up and cancelled.”

Helpful Report

Posted 6 years ago

“Disgraceful, appalling, unreliable. What else can I say. Delivery lets you down every single time. Will definitely not buy again.”

Helpful Report

Posted 6 years ago

“They're a 'take your money and run' organisation. I ordered a bed and requested construction because of a knee injury. They missed it off the order and refused to add it back on because "once the order has been made they apparently can't change it". What makes it annoying is that the only reason I noticed the construction was missing because they emailed me to confirm the delivery and to check if everything was correct and let them know if there was any mistakes. They made a mistake, they brought it to my attention and then they refused to do anything about it. Ridiculous.”

Helpful Report

Posted 6 years ago

“THE worst customer service you can imagine, they simply do not care once they have your money. Product quality is hit and miss, they purposely leave parts of your order out (as do not have the staff to deliver all items on the same day despite items being ordered at the same time and not being informed of any delayed delivery times) and expect you to take time off work to take delivery of the parts of the order they have not supplied. Avoid if you want a stress free transaction. The sad part is people will continue t shop with them as their products are different. Sort it our MADE.COM!”

Helpful Report

Posted 6 years ago

“Useless customer service setup. Items do not look like web images. Complete waste of time and money as you are made to pay for their shitty unreliable collection for returns of products that are of very poor quality for the price”

Helpful Report

Posted 6 years ago

“Product no longer fit for purpose as colour of said product not true to description. Customer service appalling and no recompense or concern. Advise - be careful about a company who has wonderful products but capitalist values and very poor customer care My guess is that if your product is fine you won’t have a problem but if not Dreadful”

Helpful Report

Posted 6 years ago

“Really really bad quality. I sold the sofa on gumtree for a tiny price. It was made of cheap horrible splintered boards and terribly cheap fabric. Stiching came loose in a matter of weeks. Don’t be fooled. Also they hide reviews online and on fb!”

Helpful Report

Posted 6 years ago

“I ordered a bed from this company on 29th July. It is now 27th September and I still don't have the bed, although Made has my money! The estimated dispatch date keeps being pushed further back, currently "estimated" at 25th October. Meanwhile I am sleeping on a mattress on the floor. Trying to get through to customer service by telephone is a nightmare, and they simply ignore your messages or emails. After eventually getting through, and throwing my toys out of my pram with a customer service rep I was offered a £60 voucher for inconvenience. However I still have no idea how many more times my order dispatch might be pushed back or if I will ever get the ( very expensive) bed I have paid for. I would strongly advise that you avoid dealing with this company.”

Helpful Report

Posted 6 years ago

MADE.COM is rated 1.4 based on 634 reviews