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

“Sideboard has arrived faulty 3 times now and I’m losing patience. Not just a minor fault, but completely split wood. Apparently everything is checked before shipping but if that’s true they need to fire the courier because breaking 3 x £800 sideboards is ridiculous! Also on the same order is a table which is now delayed by 10 months with no compensation offered on my order. What’s more frustrating is the contestant Instagram adverts for the table which still quotes 12-14 weeks delivery despite knowing it won’t arrive till at least next July!! Never again”

Helpful Report

Posted 3 years ago

“Interesting to see such a low score on this site, valid from my experience, compared to 80% on trustpilot. Goods are always great - quality, design & price and well packed. More recently, customer service has dropped to effectively non-existent, actually worse, in that they misrepresent events on review sites. eg "don't hesitate to email if any further problems" (they never reply) "can see you've been in touch" (I wasn't as nobody would answer live chat, WhatsApp or emails) "please come back with your order number so we can investigate" (when already given, and, they don't respond anyway), "can't assist as order number doesn't match your review name"..... wouldn't stop investigation into an overdue delivery & direct email now, would it??? Alongside poor customers sent repair company when goods delivered damaged!!! They don't answer emails. Advertise delivery/in stock levels fraudulently. Don't answer WhatsApp. Terminate live chat just as you reach end. After thousands of pounds of purchases, over many years, the relationship with made.com has ended. Goods arrived today - notification of delivery from Hermes night before before MADE.COM sent email, just hours before delivery due! Also received notification of collection today from DPD for another address. Guess they were surprised? Or perhaps relieved.”

Helpful Report

Posted 3 years ago

“Dreadful non existent customer service.Never again”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THIS COMPANY. Placed an order for a number of products in July for delivery in September. Products are three months delays, no communication from made.com that there is a delay or when to expect the items. They say they can offer compensation once the product arrives for the delay - note that the compensation is either a refund of the shipping (£39) or a £50 voucher to spend with them... I firmly believe that everyone is aware the global shipping crisis, it's been ongoing for almost 2 years now yet this is the excuse that made.com use for the delay. Instead, they should be reflecting actual shipping leadtimes on their website which take into account the delays. Better to under promise and over deliver than the other way around. But instead they advertise a shorter delivery times so they can take your money upfront. Customer support also does not exist, all responses are generic and a copied and pasted response. The questions you have are never directly answered. All in all it makes for a terrible customer experience.”

Helpful Report

Posted 3 years ago

“I ordered a sofa bed from MADE in May 2021. Order Number 104005742. I accepted the 10 week lead time as it fitted in with me moving house in August. I logged on to the app and the delivery date automatically changed to September and then again changed to be delivered on the 29th October. We are now end of November and they cannot give me an ETA on the sofa bed and the communication from MADE is appalling. I have emailed on numerous times as this is the only option available no Chat facility. The last conversation was they didn’t know where the item was the customer service department was to busy blaming other departments they said they would offer me a £29 refund when the item arrives but still weren’t able to get a date so after 6 months waiting I am offered a refund … so you say that’s OK but that seems to be problematic as well as now they are not responding to my emails even though you are advised that a member of the customer service is dealing with it you are also advised you should only email once or you go to the bottom of the queue… what is this company management need to get a grip and sort it out they have had my hard earned money for 6 months. Looking at other reviews the site is misleading people stating something will be delivered 2-3 weeks when they know damn well the cannot deliver and they now have your money. For me it’s difficult as I have friends for Christmas with no where for them to sleep. I have got to the point now where I am going to contact the bank and ask them to intervene as I have not got what I paid for and cannot get a response or refund. I will also be highlighting to trading standards on the tactics being used by this company as they are clear from my own experience and others. Avoid buying big furniture at all costs unless you want a lot of hassle with nothing to show for it in the end. Dreadful customer service”

Helpful Report

Posted 3 years ago

“DO NOT PURCHASE FURNITURE FROM MADE.COM unless you want to wait forever, argue to receive your item or your money back. I ordered a right hand side facing corner sofa, paid £2,238.00 and received a LEFT hand side facing sofa instead. They do not assemble so I had to do some heavy lifting and assemble it only to realise that I received a wrong item. After waiting for over 15min to get connected to customer services on made.com chat I was asked to send photos to confirm that the item is in fact not what I had ordered. I received no explanation what happened and was told that the sofa I had ordered is out of stock now. No resolution was given, no alternative was offered and I was told that I need to purchase my own tapes and foils to wrap the massive sofa so that they can arrange a collection (as if arranging a collection was any favour for me). The sofa got delivered on Sunday and I was left tripping over in waiting for collection arranged for Thursday 09:00. I had to shift my entire day and arrange a day off to accommodate. The courier arrived at 09:00 and told me that they have no space for collection...I had to contact made.com multiple times and all they say is that they apologise and they'll come back via email and then completely ignore you! I had to arrange with the courier to come back in the evening to complete the collection as made.com took no responsibility whatsoever. I spoke to customer services once again and asked for this to be escalated to the manager and they promised to offer a compensation via email. Guess what? No one bothered to email! I contacted again and they started blaming the courier company and told me that I can contact them to talk about compensation...Absolutely unprofessional and embarrassing for made.com. They should've offer a compensation and deal with their contractor behind the scenes, instead, they completely denied any accountability. Now that the sofa has been collected they told me that I am supposed to wait up to 10 DAYS FOR MY REFUND!!! So in summary, I waisted the entire week to deal with this, have a back pain from packing the wrong sofa they sent and now I have no sofa and have to wait an additional 10 days for my refund. Save yourself the hassle and order somewhere where a customer is treated with respect...I planned to order many more pieces but after this treatment I don't want to have anything to do with made.com”

Helpful Report

Posted 3 years ago

“As with other customers still awaiting order placed end October, due to despatch November 2nd. Used to be fab. They don't respond to email. Live Chat is terminated when you get to front of queue. They don't respond to WhatsApp. Tara responds on trustpilot asking you to email (already done ad nauseum), completely ignoring order number and actually attempting to resolve issue(s).”

Helpful Report

Posted 3 years ago

“Absolutely terrible customer service had to by a full replacement light unit at £350 as I had smashed a couple of the glass shades I asked if they supply replacement shades which they do not So this is the reason I had to purchase a full unit I asked if the could give me some sort of discount or free delivery which they refused Shocking customer service below is the answer I received Hello. We completely understand that this leaves you in an upsdelietting predicament, but as the free delivery promotion was over a few days ago we cannot offer an alternative resolution in this case. £10 welcome voucher can only be applied to first order, regrettably you have already made orders with us. Kind regards,”

Helpful Report

Posted 3 years ago

“placed an order with made.com and stated dispatch on 10th November. contacted them and still no response, as to a confirmed delivery date. they have to speak to their logistics team and they come back to them in 48hrs but that's a response and not a confirmed delivery. a real shambles and I can see why made.com get so many bad reviews. I will most certainly not be using them again for purchasing any large items.”

Helpful Report

Posted 3 years ago

“AVOID AT ALL COST Ordered a Scott left handed velvet sofa at the beginning of April 2021. It was supposed to arrive in August which was already a long wait.. however it has been continuously delayed. It is now November and the order has been delayed 3 times and now says late Jan 2022!!! Yet on the website the same sofa states dispatch time 4 weeks. Misleading advertising and lie after lie! I would strong reccomend avoiding this site like the plague. I paid 1.9k upfront for this sofa and don't even know if it will arrive in Jan, utterly appalled!”

Helpful Report

Posted 3 years ago

“DO NOT BUY FROM THEM! We ordered a wardrobe that was supposed to arrive last Tuesday - their courier company made a mistake (their truck had issues) and couldn’t deliver. We paid for a person to assembly the wardrobe but the wardrobe never arrived on time. They have rearranged the delivery for this week and deliver the package with tons of missing pieces!!!! We have again arranged and paid for a guy to help us put it together but that wasn’t possible as made.com didn’t include all the pieces!!! Now they are suggesting to send us a new one in a week / 10 days!!! We asked to arrange the pick up for return + refund but no one can come to pick it up for the next 7 days!!!!! Their customer service is HORRIBLE! I would never ordered anything from them again!!!”

Helpful Report

Posted 3 years ago

“A dreadful experience. We bought a sofa and chair from Made in Summer 2020. The delivery was several months later than promised, and the sofa was literally too hard to sit on. We raised this with the store and they said it would get softer with use, but almost a year later it hasn't and is clearly not upholstered with the same material as the instore display sofa. Complaints have got nowhere, with Made still saying that it will soften - 11 months later! We are left with a totally useless sofa.”

Helpful Report

Posted 3 years ago

“Poor quality sofa beds.”

Helpful Report

Posted 3 years ago

“In March 2021, I ordered 3 products. All of them have had an additional delivery time of about 6 months. Now; it is almost 9 months later and I am still waiting on a table. Which has just been extended as well. So I cancelled the order as I am sick of not having this table. Besides that, the service team is unfriendly!”

Helpful Report

Posted 3 years ago

“Bought a light fitting and a light bulb. They light bulb arrived, the light fitting never arrived. I contacted customer support through chat - they only way to contact them - but each time I get another answer: the light fitting is on its way, the currier had lost your parcel, the light fitting has not arrive in the warehouse yet... Each customer support personnel promises to check and get back to me, but nobody got back to me. and they won't refund because according to the currier tracking the parcel is on its way... for 4 weeks! madness!”

Helpful Report

Posted 3 years ago

“Just awful. Ordered a bed and should have been dispatched within 3 working days. 3 weeks later I was told it was stuck in the warehouse as someone forgot to add it to the shipping list. When it finally arrived it had no instructions at all so had to contact the customer service and they eventually emailed the correct ones. It took 4 hours instead of 45 mins to build and at the very end it turned out the parts were missing!! I contacted made and their advise was they will re deliver the entire thing since 2 drawers panels were missing and out of stock, we will open the box, take the kissing parts out and return everything else.. who in this day and age recommends something like that??? Absolutely terrible customer service, kept on getting cut of on the chat as their phones are not longer working. The entire experience has been extremely painful. We have ordered several items from made.com but never again! Just bad.”

Helpful Report

Posted 3 years ago

“SCAM I ordered 2 Halloween decorations totaling just under $ 50. Both were decorations to go in the yard. I never received either item. They did send me two cheap 18 inch skeletons. My emails that I've sent them have received zero response. DO NOT ORDER FROM THEM. SCAM”

Helpful Report

Posted 3 years ago

“We ordered a tv stand and a chest of drawers early July, it was to be delivered on 18th August. It is now 3rd November and they are still not here. All we were offered was a £15 voucher as compensation. Would never buy from here again.”

Helpful Report

Posted 3 years ago

“poor customer service. received the email that it said the parcel has been dispatched for 2-3 times but never arrived. I had a live chat with them but all they did , just apologised and kept lying but never say when the item will be delivered. Can't believe that it takes more than 4-5 months + to receive a small item ( a pendant light) Totally wasting my time and now still waiting for it!!!! Avoid !!!! Do not buy anything from them”

Helpful Report

Posted 3 years ago

“Ordered 2 x Novak teal and grey sideboards on 5th January 3021with 4-6 week lead time. Order number 103638091 various delays on delivery which we accepted, then they offered the same sideboards in the summer sale with 3-4 weeks delivery at £100 cheaper. After 3 contacts through live chat (another experience entirely) they eventually refunded the additional money but said don’t cancel the original order as that still had an August delivery. Next day delivery put back to September then again to November 18th. Then a surprise email on 8th October saying dispatched to courier, who would be in touch shortly. Waited a week or so, contacted Courier who were still waiting for delivery from Made.Com. Then I got a review request asking how the furniture was? Contacted Courier again still waiting on Made. Live chat again and Made said the courier had lost them and they would send a refund. I queried with the courier and they said they have only received one but not the second one, they couldn’t deliver until they have both. I sourced a second one from eBay so emailed Made.com to please change the order from two sideboards to one and deliver the one the courier had in hand. Made.com cancelled the complete order and refunded all the money. I immediately contacted 3 different people through email and live chat, nobody could do anything as the item is now out of stock and no longer available (it’s still at the couriers). I have asked this to be escalated to somebody who can do something about it as I now have one sideboard from eBay but nothing to match from Made.Com and after 3 hours nothing. I will never buy from these again and I recommend that nobody does (unless someone from Made.Com who may be reading this can actually fix this). At the moment they have wasted 11 months of my time, held my money for 11 months, have now completely thrown my sitting room design and colour scheme and left me with one odd sideboard that I purchased from a dealer who got the display one from Made.coms Bradford showroom. Please don’t waste your time, money or energy buy from somewhere else.”

Helpful Report

Posted 3 years ago

MADE.COM is rated 1.4 based on 634 reviews