MADE.COM Reviews

Name: MADE.COM
Rating: 1.38

1.4 Rating 634 Reviews

8 %

of reviewers recommend MADE.COM

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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 terrible terrible!! Once they take your money you are at their mercy as to when or whether you actually receive your furniture - I am still waiting! One excuse after another when I call customer service! Steer clear!!”

Helpful Report

Posted 5 years ago

“Horrible horrible horrible!!! Ordered chairs and table beginning of April, said 2/3 weeks dispatch. Table arrived, but they CAN'T tell me when the chairs will arrive. Customer service keeps giving excuses and NO answers whatsoever. Having bought a few things from there i'll make sure those are the last one!”

Helpful Report

Posted 5 years ago

“ABSOLUTE shower of SH**! Comms - Your sofa will be delivered on so & so date, ring up - where's my sofa? Oh sorry, the other customer agent must have got it mixed up. Funnily, they had the delivery date mixed up 4 times! Delivery - I live in a basement flat, measured all of the doors, the space was good. Why employ absolute twonks to deliver sofas? I literally had to project manage each & every step for them to get this into the flat. Product - Sofa is beautiful, which you would expect for the price, BUT, the most uncomfortable thing i have EVER sat on in my life. Where is all of this soft, expensive material you stated on your website? Feels like a wooden box. Overall, completely dissatisfied.”

Helpful Report

Posted 6 years ago

“Do not make the Made.com mistake! Perhaps the most shameful experience I had with a costumer service. After giving me the wrong advice concerning a product at the showroom. Made.com sent me the wrong product. Then, giving me 0 respect at the costumer service, And does not offer any alternatives to the mistake that occurred. At the moment I need to seat on the floor while waiting 7-weeks to a new couch. I am of course taking my orders some where else, where people respect the paying costumers and take responsibility on their on acts.”

Helpful Report

Posted 6 years ago

“Placed an >£600 order. Was supposed to receive in no more than two weeks. Over a month later there’s no news and it has not been dispatched. There is no phone number or any other way to contact customer service apart from email. They do not answer the email. They have also never communicated proactively with us at all!”

Helpful Report

Posted 6 years ago

“Don't buy from MADE.com I am hugely disappointed with my shopping experience - I bought a King size bed that was suppose to be dispatched between 2 - 3 weeks and its been 5 weeks now. I have called customer service twice in the past 5 days and they are still failing to give me a clear response of where my order is and a dispatch date? The customer service and communication protocols are awful as I will expect to be informed with the status of my order from the moment that I confirm my purchase to the receiving date, or in my case even more important to apologise to your customers for the delay and explain the cause of the issue? I am still waiting for a clear answer and my bed or course as I am still sleeping on the floor!”

Helpful Report

Posted 6 years ago

Hi Adriana, Thank you for your review. I am very sorry to hear you are disappointed with your experience with us. I have had a look into this and can see your order is currently being overseen by one of our Team Leaders who will keep you updated. Kind regards, Zoe Customer Care Made.com

Posted 5 years ago

“Ordered some furniture and a mirror in March. Both to be delivered by two different delivery companies and one very challenging to arrange a delivery date with. One item of furniture arrived today in the wrong colour, the original colour is no longer in stock meaning another 6 to 8 weeks lead time. The mirror was supposed to be delivered yesterday and never arrived. Nobody seems to know where it is and was given different excuses. Reordered also with same lead time. Made have had my payment for 2 months already and they have made no attempt at any kind of compensation. If my mind wasn’t set in the particular items I have ordered, I would cancel and go somewhere else. Extremely disappointed.”

Helpful Report

Posted 6 years ago

“Awful. Each week for the past 3 weeks we've been told it'll be another 5 working days until our bed is dispatched. Not enjoying sleeping on the floor. Grow a pair and cancel our (anyone expecting a Made.com product in London) orders if you can't deliver. Or better, stop taking orders on your website? Clearly this has been going on for weeks.”

Helpful Report

Posted 6 years ago

“Disgusting. 1star is a compliment. Ordered a sofa just after Christmas still hasn't arrived, they lost one and can't locate the reordered one. Been told by 6 different people we would be rung back and not one call and told something different every time. What is going on?! Are we ever getting this sofa? We have no answers. The worst company iv ever used.”

Helpful Report

Posted 6 years ago

“The order was wrong TWICE (wrong color of the item). I had to wait for another 10 weeks the first time to get my new item and when it arrived the second time it was wrong again and I had to refuse the delivery. For all the inconvenience cause, the customer service promised me a commercial gesture but after 3 weeks chasing them, I'm still waiting... looks like it was just BS... SUCH A DISAPPOINTMENT BOTH QUALITY AND CUSTOMER SERVICE, AVOID IF YOU CAN !!!”

Helpful Report

Posted 6 years ago

“Items order no delivery date weeks later, numerous calls to customer service, different excuse each time. Kept trying to delay my refund, I would steer clear of this company.”

Helpful Report

Posted 6 years ago

“Said delivery in 2 days. 2 weeks later, they don't know where my order is. Countless emails and they just repeat "we're working on it, more information when we get it". Rude and useless. Unfortunately I can't cancel the order as it's compensation from a previous order where, surprise surprise, the same thing happened.”

Helpful Report

Posted 6 years ago

“Shambolic company...ordered a sofa weeks ago with a 'guaranteed' dispatch date of within 2 weeks. No sofa, no updates, no info from customer service!! Avoid this company like there plague!”

Helpful Report

Posted 6 years ago

“Delivery I’m Still waiting, customer service whilst polit next to useless. Was supposed to be here within 5 days, still waiting. Payment for goods taken straight away but still can’t tell me when my goods will be dispatched. Poor poor poor.”

Helpful Report

Posted 6 years ago

“This shop is a joke! We ordered a sofa at the beginning of February with a 4 week lead time. Sofa finally arrived after 12 weeks and it turned up in the wrong colour!!!! We had to complain several times and keep chaising for an updat as Made did not make any effort to let us know about any delays. What's most shocking is the fact that they are advertising their products as made in the UK and our sofa was made in China! My husband spent ages on the phone to sort out the refund and collecion. Will never buy from them again!”

Helpful Report

Posted 6 years ago

“I order worse sofa ever from Made.come. Banghal 3 seats sofa bed is very uncomfortable! Very disappointed!”

Helpful Report

Posted 6 years ago

“We ordered the Orson left hand facing sofa in January 2019 with an estimated delivery date of 10-12 weeks. That was fine. By my calculations we had till 6th April at the latest to decorate the room & get rid of the old sofa... which we did. In mid March I had an email saying the sofa had been desparched & the courier, Arrow, would contact me within 48 hours. They didn't. I called Arrow later in March to chase up. They'd not yet received the sofa & suggested I call Made. Also, during this time, I'd had a couple of emails from Made asking me how my new sofa was & asking me to complete a survey on my recent purchase & experience! I rang Made & they said the emails were sent automatically in error as the sofa wasn't in fact ready & hadn't been despatched yet. But that I'd likely have it by the end of the month (March). As it was still not quite up to the 12 week limit, I accepted this & let it go. Then the 6th April came & went..... I rang Arrow & gave up after being on hold for 20 minutes. Then I rang Made. I spoke to a very pleasant & helpful girl, but she clearly didn't know where my sofa was... Suggesting it might have to be reordered! I became quite upset & she said she'd investigate further & call me back. She didn't. I rang Made again the next day & spoke to another pleasant & understanding lady. But again, she could shed no light & said she'd call me back. She didn't. But I did get an email from her the next day saying my sofa was lost & did I want her to reorder to come again in another 10-12 weeks. You can guess what I told them.... I've received my refund, been inconvenienced massively, been utterly shocked that companies like Made & Arrow are capable of such incompetence & will NEVER use them again. I write this sitting on my garden furniture in my living room about to browse the DFS sofas online.”

Helpful Report

Posted 6 years ago

“This is a complete saga, and completely unacceptable: 27 December 2018 - We placed an order on Made.com for a Milo Left Hand Facing Chaise End Corner Sofa in Space Grey. 12 January 2019 - The incorrect item was delivered (Milo Right Hand Facing Chaise End Corner Sofa, instead of Left Hand). 12 January 2019 - We phoned Customer Support immediately, who asked us to provide photographic evidence of the incorrect item. 12 January 2019 - We provided photographic evidence via e-mail to Cathryn in Customer Support. 12 January 2019 - Cathryn in Customer Support ordered a replacement item for us. 18 January 2019 - The courier company ArrowXL confirmed that the replacement item would be delivered on January 24th. 18 January 2019 - We informed Charlie in Customer Support of this delivery date and asked for the incorrect item to be collected on the same day. 23 January 2019 - We chased up Charlie in Customer Support for a response to our e-mail on January 18th. 23 January 2019 - Charlie in Customer Support confirmed that the courier company ArrowXL would not be able to collect the incorrect item on the same day the replacement item would be delivered (January 24th). 24 January 2019 - The replacement item was delivered, however it was once again an incorrect item. We then had four large boxes (two for each incorrect item) taking up space in our living room. 24 January 2019 - We phoned Customer Support immediately and spoke to Jo who confirmed that she would call ArrowXL to see if they could collect the parcel that same day. Jo volunteered to call back the same day with an update, after calling ArrowXL, and a new date for collection. 24 January 2019 - We phoned Customer Support again (unknown person) but was told that they would give Jo a prompt to return our call. 24 January 2019 - We phoned Customer Support again in the evening and spoke to Diamond. We also e-mailed Charlie in Customer Support. 24 January 2019 - Diamond in Customer Support confirmed via e-mail that both incorrect items would be collected on January 30th. 28 January 2019 - We received a text message from the courier company ArrowXL confirming that collection would be made on January 29th (instead of January 30th, as confirmed by Diamond in Customer Support). 29 January 2019 - We e-mailed Diamond in Customer Support to confirm the collection date was in fact January 30th, as previously stated. 29 January 2019 - Diamond in Customer Support responded via e-mail, confirming that January 30th was no longer available as a collection date. 30 January 2019 - We re-scheduled the collection date to February 2nd on the ArrowXL website and confirmed this with Diamond in Customer Support via e-mail. 02 February 2019 - Both incorrect items were collected. 05 February 2019 - ArrowXL came by the apartment again to make an unnecessary collection.”

Helpful Report

Posted 6 years ago

“Ordered a new sofa “in time for Easter”, they lost the sofa, couldn’t get in touch with the company delivering the sofa to find out why. I have been without a sofa for a week now and had to cancel Easter at my house because of this. Currently it’s being investigated which means nothing is probably being done. I had to ask repeatedly what they were going to do about it. Offered me a voucher which I didn’t want as I wouldn’t be buying from them again. Refunded me part of my delivery fee after saying they would refund it entirely so I had to phone again. Currently waiting for a sofa that could possibly be delivered in around four days time. Constantly being messed around.”

Helpful Report

Posted 6 years ago

“Was initially fine with the 2 month wait stipulated during checkout for some items. However these were delayed numerous times. Delivery was a joke and went wrong for all the items so I wasted holiday days off work for items that didn't arrive despite made.com emailing me to confirm specific delivery dates. They clearly have considerable issues with their couriers. One item didn't ever arrive and it was a nightmare to get refunded for it ! Quality of some of the products suck, cheap materials and shoddy workmanship, they don't do proper quality control ! Chipped, strong stench of plasterboard etc etc However they are excellent at bombarding you with advertising emails. In short avoid like the plague and spread the word.”

Helpful Report

Posted 6 years ago

MADE.COM is rated 1.4 based on 634 reviews