Name: MADE.COM
Rating: 1.38

“Ordered a sofa, lamp, several chairs and a desk set on 10/26 for delivery to Switzerland. Be warned: items are poor quality and often arrive broken, if they arrive at all. The chairs and desk set arrived via DPD in a few weeks. The chair in the desk set arrived broken - one (cheap plastic) wheel was broken. I asked for a replacement part and after several emails and calls, Made finally agreed to ship a new set. When the new set arrived - a whole month after placing the original order - guess what? The same wheel was broken on the chair. Luckily, with two chairs we were able to take one of the extra wheels and fix it. The sofa was a disaster. We ordered an in-stock sofa in a specific color and fabric. According to the tracking, the sofa was delivered to the delivery service on 11/11. I called Made and the delivery service several times over a period of two weeks to get information but both companies said to call the other company and would not help me. I disputed the charge on my credit card, which got Made’s attention - and they said they LOST THE SOFA and offered me another in an entirely different color - what a laugh! I asked them to cancel the sofa and the remaining items and refund me. If you get your items, they look like they do on Instagram but they are very poor quality, made in China. I think the quality is worse than IKEA. They will not last.”

Helpful Report

Posted 5 years ago

“an absolute joke! we ordered a lamp to switzerland which arrived from half way around the globe and was not quite what we had hoped for. so we wanted to send it back and contacted customer care. after more than a week we got feedback that DPD would come to pick it up but since they could not commit on a time of day one person needed to stay at home the whole day. nobody came on that day and DPD claimed that nobody was home when they came to pick up which is a lie. calling made.com they said that it was scheduled and they could not explain why it was not picked up but that the next week someone would come on the the same day. and someoce actually came, yay. and today, a week later, the packet ended up on our doorstep again without any explanation why. The customer care also has no clue and keeps telling you they forward your request to their colleague who will come back to you. No idea how long this will continue but this is by far the worst customer experience I have ever witnessed! Bottom line, don't buy!”

Helpful Report

Posted 5 years ago

“Called to chase my product which I had ordered on yhe 12th of September after it was already a week late and had already been sent the review emil from made.com. After 4 hours was contacted and told that half of my order was lost and it would take up to 14-16 weeks to get a replacement. Asked to speak to a supervisor to be told no one was available for half an hour. As such I have cancelled my order only to be told it will take up to a month to be paid my refund. As the agent told me that they didn't know it was lost until i called and that no one would have contacted me without me calling, I feel that their company is extremely unprofessional and the fact that my product is now in the black Friday sales is a joke and shows a level of neglect to customers service . In conclusion i will never be dealing with made.com and will advise everyone i know the same.”

Helpful Report

Posted 5 years ago

Dear Mr Monaghan, Thank you for your review. I am very sorry to see you have had such a poor experience whilst shopping with us and that the customer service you have received has not been to the level we would expect. I have requested that you are contacted by the close of business today to ensure this is resolved for you as quickly and positively as possible. Kind regards, Charlotte

Posted 5 years ago

“Ordered a lampshade on the 15/10/2019 and its only estimated to be shipped on the 16/12/2019.. Unlikely to arrive before Christmas, worst service ever.. You'd be quicker retraining as an 'expert craftsman' and making stuff yourselves.”

Helpful Report

Posted 5 years ago

“Made sell us a faulty product but if we want to have a chair were we can actually sit we need to pay £190 . We have buy a chair (£449), 1year and half after the chair broke. Homeserve cames and said « It’s a faulty product, it’s not your fault, we just need a piece from to fix it ». The chair is still sell in made.com but Made doesn’t want to give us a new chair or to give us the piece to fix it. They offer us £299 (the price was £449) if we return the product, and we can buy a new chair after if we want. So made sell us a faulty product but if we want to have chair were we can actually sit we need to pay £150 + (£40 delivery)...”

Helpful Report

Posted 5 years ago

“Ridiculously poor sizing on their pyjamas and the short returns deadline means that if you purchase as a gift in time for an event, you don't have time to return it. I emailed and had no reply.”

Helpful Report

Posted 5 years ago

“I ordered a light fitting for the opening of a new business. Three weeks before we were due to open I had someone to come put it up for me but when they opened the box two of the five glass shades were broken. I contacted MADE the very next day to tell them about it and sent them some photos, 3 days later customer services replied saying they have passed it over to the quality control team and they were now investigating.... Two weeks later and I've heard nothing from anyone so I sent another email.... I had also tried calling their custom services before emailing, but don't waste your time, no one will answer and on the numerous occasions I did, I was on hold for over 30mins with no answer.... Anyway, three days pass and then I finally get this reply to my email; Hi *****, Thank you for your email and sincere apologies that we haven't been in touch with you sooner. I will seek an answer in regards to issuing replacement Globe pendants, and get back to you a bit later on in order to resolve the issue. I look forward to speaking to you again shortly. Thanks Keeley On behalf of Made.com So I waited over two weeks just for them to tell me this again... What kind of customer service is this where they have to keep running back to 'seek' an answer??? I thought that was the whole point of a Customer Service dept... By the way my grand opening was a few days ago and a month later im still waiting for a replacement!! Forget the replacement, I have not even heard back from them since!!! Keeley said she would get back to me 'a bit later on`!!! Seriously??? What the hell does that mean and its already day 10 today!!! How much 'later' are we talking about guys?? No doubt they sell some nice items guys but if you do decide to buy something and have an issue with it then good luck!!! Your going to need it!!! They have really tested my patience and would never go out of my way to leave bad reviews for anyone but their customer service seriously sucks.....”

Helpful Report

Posted 5 years ago

“Atrocious customer "service". Long story, but getting my refund for a cancelled order has been like getting blood out of a stone. Countless hours emailing, waiting on the phone and lastly resorting to Resolver (recommended if you're having similar issues with any company). The finance department seems to be inept. One of the agents did her best but another obviously didn't care. After everything, I was promised a small cash compensation but they now only want to give me a voucher for a future purchase. You can be sure I will not be shopping with made.com again after this fiasco, so any voucher is valueless. Still waiting for compensation for having to endure weeks of this shocking show. Just don't bother.”

Helpful Report

Posted 5 years ago

“Bought a desk from them, was dispatched to carrier on the 1st of October and still no sign of it. Have sent them multiple emails but they don't reply. Well apart from the automated response which tells you they are busy and they hope the problem has magically sorted itself. Now £700 pound out of pocket with nothing to show for it. Avoid at all costs.”

Helpful Report

Posted 5 years ago

“Cannot Reply to an email or answer a phone. Utter wank service.”

Helpful Report

Posted 5 years ago

“Shockingly bad customer service and communication. I'm £400 out of pocket with no item to show for this and no sign of a refund. Tried phoning numerous times only to be left on hold for 20 minutes plus and have yet to have a call answered. No responses to emails "sorry we're a bit behind, try calling us" First time using this site and absolutely the last. Complete joke. AVOID AT ALL COST.”

Helpful Report

Posted 5 years ago

“I too have had problems with MADE.com. I feel like I am in the travel agents in little Britain and the computer just keeps saying NO ! Although I understand that problems happen what I can’t understand is that the company just does not care about it and will do absolutely nothing to help resolve problems for the customer. To be fair on the many occasions I have called the customer services the staff have been in the most part very nice. They just can’t do anything to help or resolve ANY issue. I actually wonder if it’s a policy that when a delivery goes wrong they just write off the customer and the delivery and cut their loses? If you’re asking why don’t I just do the same? I wish I could but I am currently in the position of not having enough time to order from another company and with a matching living room set that is only half complete. Just a quick overview for those interested in the details (its actually quite cathartic to write it all down) . For my large order of goods for my new home I have had a catalogue of disasters. I currently have 4 missing items (including a sofa and armchair) with 3 previously lost. So far, I have been told: 1. I can’t speak with a team lead in customer services. Initially they kept telling me a team leader would call me and then eventually they gave up with that (calls never happened) and decided to tell me that talking to anyone but the agent on the phone was impossible as the MADE telephone system won’t allow it. After all the items got lost (and MADE finally accepted they were lost) I needed to find out how we resolved the situation, as I am due to move out of the country, I was told that MADE does not allow team leads to call customers to sort problems out and there is no way to escalate anything? which begs the question what are they actually meant to be doing? 2. I was also told that customer service staff have repeatedly told senior management about the poor performance of the delivery companies but apparently they don’t take any notice. This was actually the topic of conversation during one call! Which honestly gave me the first alarm bell but by this point it was too late to order with any other company. 3. The delivery company that operate in some countries don’t speak the local language so it’s very difficult to follow up with them directly. What makes it more challenging is that MADE don’t/ won’t do it either, so, honestly it becomes very farcical very quickly. Especially when the company delivers furniture for a family in France (by the way I don’t live in France) and you need to get them to take it back. 4. When I have spoken with someone where we could communicate using a common language at the carrier. They were very nice but, explained that they had told MADE on serval occasions that my items kept going missing (apparently they never got shipped) despite the famous MADE system saying they had !. MADE apparently did nothing to follow this up and the carrier were a bit concerned (well so was I) . I started calling and was being told by MADE ,in no uncertain terms, I am wrong and everything was on track because the system said so. Only to have an email a few days later saying in fact they were lost. This has happened a number of times for the same order. If I hadn’t spent a fair amount of money on a living room set that has only half arrived I might laugh. It has now reached a rather comical stage. Each time I call with my lengthy issues (all due to terrible delivery service and lost items) no one reads the notes so I answer the same questions, everyone gives different information and we end up with some excuse as to why no one can do anything other than look at a tracking system, that in their own words is in accurate! I actually could understand the one women who told me that she had had enough of the conversation and was ending it. I had only managed to find out where half the order was. Wouldn’t it just be easier for them to help me ??? On reflection I can with totally confidence say that it’s just not worth it. The furniture maybe lovely and when the delivery is not a disaster I am sure people are very happy. But when it goes wrong it goes very wrong and you then experience the fact that you are just not important to MADE as a customer and they will do absolutely nothing to help.”

Helpful Report

Posted 5 years ago

“I too have had problems with MADE.com. I feel like I am in the travel agents in little Britain and the computer just keeps saying NO ! Although I understand that problems happen what I can’t understand is that the company just does not care about it and will do absolutely nothing to help resolve problems for the customer. To be fair on the many occasions I have called the customer services the staff have been in the most part very nice. They just can’t do anything to help or resolve ANY issue. I actually wonder if it’s a policy that when a delivery goes wrong they just write off the customer and the delivery and cut their loses? If you’re asking why don’t I just do the same? I wish I could but I am currently in the position of not having enough time to order from another company and with a matching living room set that is only half complete. Just a quick overview for those interested in the details (its actually quite cathartic to write it all down) . For my large order of goods for my new home I have had a catalogue of disasters. I currently have 4 missing items (including a sofa and armchair) with 3 previously lost. So far, I have been told: 1. I can’t speak with a team lead in customer services. Initially they kept telling me a team leader would call me and then eventually they gave up with that (calls never happened) and decided to tell me that talking to anyone but the agent on the phone was impossible as the MADE telephone system won’t allow it. After all the items got lost (and MADE finally accepted they were lost) I needed to find out how we resolved the situation, as I am due to move out of the country, I was told that MADE does not allow team leads to call customers to sort problems out and there is no way to escalate anything? which begs the question what are they actually meant to be doing? 2. I was also told that customer service staff have repeatedly told senior management about the poor performance of the delivery companies but apparently they don’t take any notice. This was actually the topic of conversation during one call! Which honestly gave me the first alarm bell but by this point it was too late to order with any other company. 3. The delivery company that operate in some countries don’t speak the local language so it’s very difficult to follow up with them directly. What makes it more challenging is that MADE don’t/ won’t do it either, so, honestly it becomes very farcical very quickly. Especially when the company delivers furniture for a family in France (by the way I don’t live in France) and you need to get them to take it back. 4. When I have spoken with someone where we could communicate using a common language at the carrier. They were very nice but, explained that they had told MADE on serval occasions that my items kept going missing (apparently they never got shipped) despite the famous MADE system saying they had !. MADE apparently did nothing to follow this up and the carrier were a bit concerned (well so was I) . I started calling and was being told by MADE ,in no uncertain terms, I am wrong and everything was on track because the system said so. Only to have an email a few days later saying in fact they were lost. This has happened a number of times for the same order. If I hadn’t spent a fair amount of money on a living room set that has only half arrived I might laugh. It has now reached a rather comical stage. Each time I call with my lengthy issues (all due to terrible delivery service and lost items) no one reads the notes so I answer the same questions, everyone gives different information and we end up with some excuse as to why no one can do anything other than look at a tracking system, that in their own words is in accurate! I actually could understand the one women who told me that she had had enough of the conversation and was ending it. I had only managed to find out where half the order was. Wouldn’t it just be easier for them to help me ??? On reflection I can with totally confidence say that it’s just not worth it. The furniture maybe lovely and when the delivery is not a disaster I am sure people are very happy. But when it goes wrong it goes very wrong and you then experience the fact that you are just not important to MADE as a customer and they will do absolutely nothing to help.”

Helpful Report

Posted 5 years ago

“Item turned up not as described, emailed for refund as requested by the site, no response. in total have sent 6 emails no response from MADE called twice was on hold for 18 minutes then 38 minutes. no way to get in touch with the company have reported the transaction and company to my bank dispute team. do not use this company amateurs running it.”

Helpful Report

Posted 5 years ago

“WARNING!!!!!!!!!!!! 3 items never arrived, two things I received were not mine. My bed was one month late. DO NOT USE MADE.COM FR I am still waiting for my refund.. Weeks later. What a nightmare to deal with. Shame, because I liked some of there products. The following never arrived, no refund: +Rohan, runners, woven jute 66 x 200 cm, gray SKU: RUGROH008GRY-UK +Skasen, table lamp, concrete and brass SKU: TLPSKA002GRY-ME (Order Number 600758768) +Anoki, floor lamp, black metal and brass x 1”

Helpful Report

Posted 5 years ago

“No way to get hold of them to chase an order that has been saying due for dispatch for over a month on a product with an advertised 2-3 week delivery time. Will someone answer the phones or respond to emails PLEASE You are a joke.”

Helpful Report

Posted 5 years ago

“The delivery company was awful! They told me they were leaving what I ordered in the middle of the street, they wouldn't take it to my house. Tried to contact Made and of course it was impossible.”

Helpful Report

Posted 5 years ago

“Poor poor service! Dispatch date changed from 5days to 3 months, no correspondence whatsoever from MADE. I had to check my account to see this whilst expecting a delivery.”

Helpful Report

Posted 5 years ago

“The customer service is terrible! I wanted to return something and it took over 45 minutes for the operator to make a label to send to me. Only buy if you are 100% sure you want the item!!”

Helpful Report

Posted 5 years ago

“Quick to take your money but slow to return!! Customer service do not reply to emails and I had to be on hold for 15 minutes before anyone even answered the phone. They have made it not hard but impossible to return my item due to only collecting between 9am - 5pm. Who does this??? Most furniture companies collect at the weekend. Made.com is a scam! Quality isn't even that good!”

Helpful Report

Posted 5 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