MADE.COM Reviews

Name: MADE.COM
Rating: 1.38

1.4 Rating 634 Reviews

8 %

of reviewers recommend MADE.COM

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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

“Items look nothing like on the website. Returns are a massive hassle AND they charge! Rip-off. Look elsewhere.”

Helpful Report

Posted 3 years ago

“Now selling damaged goods! I have been a customer of Made.com for many years and always appreciated the quality of their products but this is no longer the case. Made.com now send you damaged good and instead of simply collecting it and exchange it , they are now repairing it! a brand new item, repairing it! Also they have made it practically impossible to contact them directly , no email address , its live chat now, wasting everybody's time and making people even more angry, direct phone line with English people speaking was so much more professional and resolved problems so much more quickly. Made.com you have just lost a good customer! Hammond/Gouraud - Plymouth UK”

Helpful Report

Posted 3 years ago

“We ordered a armchair late 2021 and it arrived early March. Delivery drivers were great but chair did not have the 4 wooden legs with the delivery. Messaged MADE customer service and they asked for a photo (of the missing legs?) and offered £30 and stated a replacement would be sent - in 14 to 16 weeks and that we would need to keep the legless chair! I know MADE make products to order but surprised they could not get their manufacturer to send 4, small, wooden legs. Decided to get it collected and refunded. Delivery driver rang while on the way and said they would only collect it if it's in a box even though it was delivered shrink wrapped with small wooden bits on the bottom corners. Fortunately they collected it in its shrink wrap. Got refund around 10 days after it was collected. After the wait and bad after service I would not use MADE again or recommend it.”

Helpful Report

Posted 3 years ago

“You read bad reviews and think that won't happen to me. I had a 145kg white flat pack wardrobe delivered in 4 packages. There are so many damaged and stained parts I gave up counting. I contacted MADE via chat and was told £50 compensation or I have to repack it for return. I had paid a handyman to unpack and build it. We should have stopped at the first damaged part, but you hope for the best. When I explained I cannot pay more money for him to repack it and I cannot do it myself as it is too large and heavy I was told the final offer is £50 credit (£495 + £39 delivery + £25 handyman) off the damaged, stained wardrobe. It is still not resolved and I have the pieces and packaging in my newly moved into home with not much space for my belongings. When I asked to escalate the issue I was told it will take 2 weeks for a manager to contact me even though when I asked to escalate the issue at first I was told the manager backed up her offer so not sure why we could not discuss then instead of wait 2 weeks for a call back.”

Helpful Report

Posted 3 years ago

“Wir haben im Januar ein vollkommen beschädigtes und inakzeptabel schlecht montiertes Sofa bekommen, für das wir über 1000€ bezahlt hatten. Wir haben es umgehend und immer wieder über die verschiedensten Wege reklamiert, um von unserem Rückgaberecht Gebrauch zu machen, haben aber bis heute keinerlei Rückmeldung bekommen. Niemand meldet sich. Wir hatten lange gespart und bleiben nun auf der schrotten Ware sitzen. Unsere Erfahrung scheint kein längst kein Einzelfall zu sein. Daher: Bestellen sie auf keinen Fall bei Made.com!!”

Helpful Report

Posted 3 years ago

“Hello, I’ve put together a good few flat packs but this Damien chest of drawers takes the room 101 prize. At not much under £400 for this chipboard marvel, one would expect pilot holes for drawer runners, for drawer braces and for draw handles. 10 mm chipboard NEEDS pilot holes, but, no. Only two screws for each draw edge part. Bendy 3 mm hardboard back panels. 266 individual fixing parts. Many differing parts thrown inside common plastic bags, left for the customer to tediously separate out. If anyone else’s Damien has noisy drawer runners, it’s this: They didn’t countersink the screws that hold the runner to the sides. So they sit proud to nicely collide with the rollers on the drawers. Countersink the screws and all is fine. So easy to do but they didn’t. There are cut outs and pre drilled holes in that area which have no purpose so who knows. Have they downgraded the runners perhaps? But seems I’ll never know. No means of feedback to Made. Every “contact us” is under a specific heading written by Made, and none remotely applicable to feedback, quality, complaints etc. They’ve dropped phone contact now and there’s no email address any more either. You’re left with Chat, but it’s haphazard and “could take a while”due to the “COVID” Up until now Made’s been ok. Have bought a fair bit of stuff from them. Guess it is ok until something goes wrong, and then it seems you’re in trouble. So, no more Made for me.fr”

Helpful Report

Posted 3 years ago

“I have bought two pieces of furniture from them, both bad quality. The latest was a Lomond corner desk. A week after assembling a crack started appearing in the desktop. I tried to fill and repaint it but it kept getting worse, presumably the result of the wood or the frame being warped. Customer service said I could only return the desk if I had the packaging, which I'd thrown out because it was massive and I'd had the desk for a week. A month or so later I am only just about to have it collected by courier after disassembling it and wrapping in plastic wrap. I have wasted hours sorting this out and I am back where I started. All because of a faulty product and terrible returns process. Will not be buying from Made.com again.”

Helpful Report

Posted 3 years ago

“Absolutely the worst experience I've ever had with an online retailer. Not only is there no expectation for delivery, this company has listed items as delivered without anything showing up at my door. They won't issue a refund without returning the item they never actually delivered. Stay away from this design furniture company, the only design they focus on is designed ways to take money from your pocket.”

Helpful Report

Posted 3 years ago

“Would not recommend Made.com ever again. They were my favourite home furnishings company for a while, but the ordeal I've had recently is ridiculous. Ordered the Eulia Seafoam King Size Bed, express dispatch, came and all good. Until assembling and realising they'd left out the two supporting legs which go in the middle of the bed frame. Been in contact with them for nearly 2 weeks now, and I'm still sleeping on the floor because they haven't sent out the replacement legs. Oh, and the best part? They can't send out individual parts, so they have to send out a whole new bed, I take the parts from that and then they arrange collection of the remaining parts after. Inefficient, unprofessional and making more work for everyone involved. I'd been saving up for this bed for months, because there was nothing else like it on the market. I just want to sleep in my damn bed and move on from this. It can't be this difficult to get two bed legs shipped to a customer.”

Helpful Report

Posted 3 years ago

“I have experienced terrible customer service ( i.e. totally lacking in competence or empathy) and lack of delivery of a small order ( a now extremely delayed gift for a friend) which had a guaranteed dispatch time frame. To this point, some three weeks after the goods were ordered, I have absolutely no idea where they are. According to customer services, the order is somewhere in a warehouse but no one seems to actually know. I can’t understand why a new and prompt delivery could not be actioned on my behalf. In addition, a collection service Made.com arranged for unwanted items has failed to materialise on 3 separate occasions. I have waited in for three days for this collection and still my goods are here. We actioned this request several weeks ago. We don’t want the goods and would like a refund. There is a real difficulty in contacting the customer care - an actual phone conversation is needed when customers are concerned and needing help. The vagueness of responses by live chat and email are not helpful either. I have now wasted days and hours and the queries remain unresolved. No concrete answers, no offer of compensation, no nothing really. My recommendation - avoid Made.com. There is a very good reason the goods are so cheap. I agree wholeheartedly with other unhappy customers.”

Helpful Report

Posted 3 years ago

“I ordered an item on 8th November and it said ‘delivered in time for Xmas’…it was a gift and I’m still waiting for it with no updates and no date as to when it will arrive. I’ve emailed and WhatsApp but no reply. Very disappointed to say the least. I will never order from Made.Com again. Terrible service and terrible customer service.”

Helpful Report

Posted 3 years ago

“Appalling Experience; Lengthy delivery time of 2 months, which I accepted. This was then delayed by a further month. Chair broke after approx 2 months of normal use - it literally collapsed whilst I was sat in it (I am approx 82 Kg). On collapsing, grease covered ball bearings spilt out onto my carpet (which remains stained). On contacting your customer services, I was told that Homeserve would contact me within 48 hours. They didin't contact me until after I had chased this up (after 72 hours +). I was then required to wait over 3 weeks for Homeserve to visit to confirm that the item was broken and report this back to made.com. Despite it being confirmed by Homeserve that the item was damaged beyond repair, I was told to source and package the broken item in appropriate packaging, ready for collection (at a cost of my time and money). I agreed (reluctantly). I raised a complaint about the damage to my carpet to customer services. They said they could not do anything about this (I asked if Homeserve could repair the carpet or if they would provide recompense - both options were declined). At this stage, I raised a complaint about my experience and asked to speak to a manager. I was promised I would be contacted by a manager within 1-2 weeks. It is now 3 weeks since that commitment was made and I have still not heard from a manager. I have now chased this twice and just get told the same thing each time - 'a manager will contact you soon...'.”

Helpful Report

Posted 3 years ago

“Bashing clients for money, thanks Made.com!! Dear readers, what a journey. I have ordered a mirror for one of our bathrooms for a price of 172 euros. After waiting 6 weeks they have informed me that the mirror has not been delivered but returned to their storage. I had to contact them to not only find out that the mirror will never arrive, but also that I was not to blame. They would refund me, and give me a voucher for a next purchase for 15 euros. Just a coincindence that you would also get this voucher if you sign up for the newsletter. What a gift. Now the best part, they offered me to rebuy the mirror. Went to the website and I can rebuy it for 275 euros and pay 30 euros for delivery. Almost twice the price. What a great deal. In the meantime we have finished the renovation of the bathroom and have spent quite some money to make the mirror fit perfectly. I don't usually write a review, but for this client bashing I make an exception. What a terrible way of making money. Thanks Made.com!!”

Helpful Report

Posted 3 years ago

“3,9 trustpilot and going down should tell you not to trust this Low customer service company...I order a sofa. Its damaged and mad.com just hide behind their Web base chat ..I hope they go bust and we'll deserve it should be. They make the products look good. The products are made from poor materials and care. Therefore cheap. Yes everything is made in China also cheap tat like made.com sofas. Like the one I had purchased! Nasty company. Lesson learnt...they need customers money..Good luck if you buy from these scammers. Try calling them. You cannot. They hide online.”

Helpful Report

Posted 3 years ago

“the worst quality, customer service, and delivery. DO NOT ORDER FROM HERE THEY ARE A JOKE.”

Helpful Report

Posted 3 years ago

“Up until now I have Gad no issues with the quality of the products but I agree with each and every person who has had a bad experience with Made customer service. It’s appalling. Rude staff who need to be pursued relentlessly in the first instance and responses that are irrelevant and vague and do not address the actual issue. Plus the delivery company they promote in Spain is singularly the worst I have ever dealt with. Emails completely ignored. And Made happy to leave you to try and sort out the chaos created by them. And conveniently now have no phone lines in use.”

Helpful Report

Posted 3 years ago

“Horrible costumer service, impossible to speak to. The quality of the wardrobes is poor.”

Helpful Report

Posted 3 years ago

“I ordered an item on 27 June 2021. The stated shipping time was 8-10 weeks. I received a shipping notification on October 20 (16 weeks later, double), the package is still not here. I have been waiting 8 months for an item that is LISTED IN STOCK ON THE SITE AND SHIPPED WITHIN 5 DAYS. I have asked several times for a refund, no answer from the customer service "who will take longer to answer than usual, because they are overloaded". Oh, and I'd like to clarify for those confused like me by the sleek design of the site: everything is produced and shipped directly from China, by the piece. There is no stock in Europe. So much for the ecological impact, when you feel like you're trusting a European brand.”

Helpful Report

Posted 3 years ago

“Their furniture looks lovely but it is shame that you never seem to actually receive it! I ordered a sofa last July and told 3 months for delivery - then when I checked in with them to see if they were still sticking to the date, they said it had been delayed for a further 3 months. My order had been saying it will be dispatched on 10/02/22, so I spoke to them today to make sure this was still the case, but it has now been delayed for another 2 months and that is not even guaranteed! If I had not contacted nearer the due dates (both times) then I would not have known about the delay. I understand that there are things out of their control but they don't even up date you. I have now spent thousands of £ on furniture with them, plus extra for a sofa to sit on whilst waiting because I could no longer sit on garden chairs, and I truly regret buying from now. Stick with DFS, etc.”

Helpful Report

Posted 3 years ago

“I purchased a bed from Made.com that came with a 10 year warrantee. Despite the bed being rather expensive, it was poorly designed and extremely flimsy. The main issue is that the non-slip pads that come with the bed to keep it in position do not work on wood / laminate flooring and so the bed literally slides around like you're on ice. After a couple of months of this sliding action (Which literally happens when you roll over in the night. The entire bed shifts), the single (Yes single) support beam that runs across the length of the bed, cracked resulting in our mattress dipping in the middle. Good thing we have the ten year warrantee, right? WRONG. Made.com have ended their customer phone service. Even if you dig around to find a number to actually try and engage with a human being and possibly someone from management, you'll quickly find that they have disabled all phone lines. The only way you can speak to someone is via their live chat service on their website. I spoke to three people on separate occasions and my issue was ignored every time and instead, copy and paste answers that had almost no relevance to my issue came back to me. The odd thing is that this wasn't an automated service, I was talking to real people that were following a script, occasionally deviating from it when they could sense my frustration. They told me that they could not fix the bed directly, despite this being a new purchase. Instead, they would have to contact an independent repair company to first assess the bed to make sure we hadn't broken it through some means that would presumably invalidate the warrantee. Slightly concerning considering I had taken several images of the issue which was clear to see and sent then to the customer service rep. The only available appointment was more than 2 months away. And this appointment was for an evaluation, not a repair. This meant that it could potentially take an additional month to actually resolve the issue because they would need to order in replacement parts and only if this repair person deemed the damage to fall under the criteria of the warrantee. Two months went by and on the day of scheduled inspection, the company cancelled. I'm awaiting a new appointment, but in the mean my partner and I will have to remain on our damaged and overpriced bed, struggling to sleep. We're now approaching a point in which we've spent more time lying on the broken bed than the functional version. Since the repair company are supposedly independent, I suggested to the Made customer service rep that they simply find a different company to evaluate the item. I was told that they have a contract with this company so that wouldn't be possible. If they have a contract this company are clearly not independent! This is without doubt, some of the worst customer service I have ever experienced. Made.com market themselves as a fairly premium company, manufacturing high-end products. In actual fact, they are progressively becoming more like a scam site and you're better off saving yourself the considerable expense and dealing with Ikea instead.”

Helpful Report

Posted 3 years ago

MADE.COM is rated 1.4 based on 634 reviews