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

“Recieved a part that was faulty and had thrown away the packaging. Was told to go to the supermarket and get stuff to send it back. This was for a mirror i expressed my concern at not being able to package it right and they said if its come back more damaged its my fault. So I refused to return it and asked for a refund after nearly 2 hours on the chat I got £30 back for a mirror that was over £120 and is absolutely worthless to them because it is damaged. The whole process dragged on that much that i gave up and took the offer but I'm not happy at all. Will never use made.com ever again.”

Helpful Report

Posted 3 years ago

“Delay for more than 4 months”

Helpful Report

Posted 3 years ago

“After huge delays, when they finally came they left my £2600 6 seater sofa in pieces all over the room. Never using again, absolute cheapskates refusing to put it together. Am disabled, have to hire someone to assemble it now and meanwhile can't use my living room.”

Helpful Report

Posted 3 years ago

“We got the worst customer service experience ever, by far. Lots of stress and anxiety and for what? If only we knew before placing the order. - After long enough awaiting time for them to deliver anything (and I mean literally anything, even a small lamp or a small carpet), every order gets delayed at least 4-5 times. You never know when your order is being delayed OR when it will come in fact. - We were waiting for a couch for almost 3 months and then it got delayed again with almost one month. At that point we were thinking to maybe cancel the order. So I asked in the chat what is the process for the cancellation. They took the liberty to CANCEL the order and send the refund without confirming it!! This is unacceptable!! They sent their sincere apologies for their mistake and for missunderstanding and wished me a good day. What an awful experience! We will never buy anything from Made again, it gives you nothing but stress and stomach pain, and that after you pay quite some money for these products.”

Helpful Report

Posted 3 years ago

“If you consider buying from Made.com, please read this before. In many years, this is possibly the worst company from which we bought anything online. In early July 2021, we made the great mistake of ordering lots of furniture for our new house, with a completion date end of September. There was a dispatch in 3-5 weeks, which worked more than fine for us. We also got guaranteed from Made staff that if something was ready before, the delivery company could have waited, and worst-case scenario Made was able to send things back straight away. Well, this wasn't the case: a chest of drawers and shoe storage are stuck with the delivery company since August, it's almost November now. The bedside tables we ordered have now an updated dispatch date of 11th of February 2022! We never had the chance to speak to someone on the phone, or a senior manager, all this time. In all of this, the worst has been the completely embarrassing costumer support: it is impossible to speak to someone on the phone, everyone says something different (via chat!) and problems are always getting worse. A simple thing like just changing the colour and sending to us anything available in their UK stock is a fantasy for them. They have also been lying most of the time, which I believe is unacceptable. For example, the chest of drawers and shoe storage was easily traceable first, then there was no way to tell the delivery company to send them to us (because it was impossible to track them), then when I started mentioning that our lawyers were on the case magically they were in contact with BJS, located the furniture and most likely able to send back. After a month of waiting, today I asked for updates: they asked me again for my order number from the beginning, completely ignoring the BJS situation and giving me late dispatch dates for everything we are still waiting for. In the meantime, we have slept for weeks on the floor, all our stuff is still in boxes...and they play with customers. The funniest thing is that if you go today on their website, Elona bedside tables have a "dispatch in 3-4 weeks" if you order today, the 21st of November...or they are lying to new customers, or we from July purchases have some kind of guilt that we need to atone. Overall, it's a disgraceful way of doing business and tricking customers, we do hope that our story will be useful to some reading this post!”

Helpful Report

Posted 3 years ago

“PLEASE AVOID THIS COMPANY I ordered a sofa, an ottoman and a chair bed from Made.com. I was prepared for the long wait times and so that did not bother me. However, I spoke with them before ordering as I was concerned about the quality of the products. I was told not to worry and that they offered hassle-free returns if I was not satisfied. I received my ottoman first. It was a velvet fabric with very deep marks on it. I have several pieces of velvet furniture in my house and I know marks resolve over time but these were very deep and they were all over the top of the ottoman. This was clearly a damaged product. However, when I made contact with Made.com they said they would not offer me a hassle-free return because they disagreed that the product was faulty. They told me to just brush the ottoman, even though I told them I had done so and the marks were very deep and would not come off with brushing. It was in a horrendous shape. I paid £199 for it, which to me is a lot of money. They initially said they would charge me £120 for the return, although their website says that for a product in this price range they charge £20 for return. I argued about it with them and they ended up saying they would return £159 for the product, so £40 in return cost. I am so appalled by this as it's clearly a faulty product. I cancelled the remaining items I had ordered and I was told I would get a return for them. I am lucky I paid with a credit card so I can take it up with the credit card company still. I am yet to receive any money back from them but I will give it another week - I'll edit this review with an update on how it goes. I would like to add photos to this review but cannot figure out how.”

Helpful Report

Posted 3 years ago

“Website looks very nice, but what you get is damaged, cheap looking and VERY badly made. Our order was postponed by 7 weeks, which I can’t really criticise because of the current supply chain issues, but… communication was very poor. We kept being told that it was delayed. Once it finally arrived, I couldn’t believe my eyes. It was so badly damaged! We were offered 10% discount for something that was in pieces. Of course we refused the offer and ordered collection. 60 working days after that we were still waiting for a refund. We ended up with out credit card claim to get the money back!”

Helpful Report

Posted 3 years ago

“With MADE.Com all good as far as you don't have a problem. It's when you have a problem that it's a NIGHTMARE. I ordered a bed, paid almost 500£, which took 3 weeks to be delivered (all good - I was aware of the delivery time). When I unpacked the boxes, the bed arrived with the wrong pieces - they sent me two bedframes instead of other pieces needed to assemble it. I reached out to the customer care team which checked if they could send the missing pieces, but they had no pieces left in the warehouse, which is ridiculous. So they offered me 4 options: 1) Receive a new bed in 18 weeks (!) 2) Keep the pieces and receive a partial refund of 90£ (!!) 3) Keep the pieces and receive a voucher of 90£ (!!!) 4) Being refunded and send the items back, which I have to re-package as I have received them. I am SPEECHLESS. I had planned to receive the bed on a specific day, getting rid of the old one, so I am now sleeping on the ground, and these are the options that I get offered!! Options 2 and 3 are EMBARASSING!! Why on earth I should receive money back for 1/5 of what I paid to keep random pieces of a bed I can't use!? And to dispose of the pieces on my own?? And if I go for option one, what do I do? Do I sleep on the floor for 6 MONTHS?? It's RIDICULOUS. No attention to the client whatsoever, no problem solving specific to each case - just a pre-formatted solving process which is UTTERLY POINTLESS in my case. And they praise themselves to work with high standards!! If you buy from them, just hope not to have any problem and everything goes alright.”

Helpful Report

Posted 3 years ago

“Avoid. This company dont mind taking orders when they are completely overwhelmed. They advertise delivery times that are completely unrealistic. I have never received anything on time. So are I am expecting a couple of things ordered in June and August respectively to be delivered in November. Who knows if they will actually deliver in November. I will never order anything from MADE.com again. Everyone I have ever spoke to about them have said the same. Wish I'd spoke to other people or read reviews before ordering.”

Helpful Report

Posted 3 years ago

“Terrible customer service and company! After an issue with their delivery partner, I was told they needed to reorder and reschedule delivery which would take 4 weeks. After 3 weeks I got in touch and was told the order was now with their delivery partner again and I should receive it within days. I have had to contact them again today to be told that the reorder was never actually processed - I was lied to and delivery will take a further 3 weeks. I was offered a £10 voucher as compensation... Avoid this company!!!”

Helpful Report

Posted 3 years ago

“Appalling website and company. Delivery has been delayed for 5+ months and seems endless. No partial refund nor gestures. Everything is made far abroad and keeps get delayed. AVOID.”

Helpful Report

Posted 3 years ago

“First contacted made.com in June by chat by in relation to a problem with a malix wardrobe and sinking cushion on a couch. Followed up again with an email on 28/7... sent videos of the issue twice (the last time on 22/8 - no response. Emailed again then received a response from Sidmira on 6/9 to say a query had been raised with probuild re the wardrobe. I have heard nothing since despite sending 2 more emails. I spent thousands with this company when I moved to my new home, endured long wait times and can honestly say I will not be giving this company any more of my business. Their phone lines are not in use clearly because they care nothing about customer service and 100% about obtaining your money. AVOID them at all costs! Made.com - I have copies of all these emails. After posting on another review site with details of my order numbers and having explained that I was not getting anywhere with email or chat (as described above), I received a standard response to that post asking me to email them! Absolutely shocking!”

Helpful Report

Posted 3 years ago

“Anyone thinking of buying a sofa from Made.com I would seriously urge you to reconsider. I wish we had done more research and read some reviews before we did. A very expensive mistake. We decided to change our 10 year old (DFS) sofas for some brighter ones. The DFS sofas were still in full working order even after a decade of use. We order online a Karson two-seater and three-seater sofa, both in marine green velvet. Both were delivered in June. In September we noticed both sofas starting to sag. Which got progressively worse to the point it is now uncomfortable to sit on those sides. We complained and they sent out Homeserve to check it... on arrival the guy looked under the sofa and said the 'springs' are intact and it is not a manufactures fault!!?? I ask him to sit on the sofa to understand the full extent of the issue - he said he could see. But as the springs are fine the problem - IS THE WAY WE SIT ON THE SOFAS!!! That would have been funny but he wasn't joking. Our previous sofas of 10 yrs never had an issue. These ones made by Made.com were a dud after less than 6 months. So the report back from Homeserve were due to wear and tear? I'm at a lost how we could have sat on both sofas wrong. If anyone is in any doubt I will happily take pics of the sub standard sofas we bought. As the title says do not by anything from Made.com. We did and regret it every day. DO NOT make the same mistake.”

Helpful Report

Posted 4 years ago

“VERY POOR CUSTOMER SERVICE AND MINIMUM INDUSTRY STANDARD PRACTICE FOR RESOLUTION OF FAULTS. I’d be very wary about ever buying from Made.com again. I say that as objectively as I can being on one side of a dispute with them. Our experience is that they take the minimum industry standard practice to consumer issues – quoting that any defect must pass through independent inspection which the consumer must cover the cost of, to highlight or address an issue of any product covered under their supposed 10 year guarantee!! NONE OF WHICH IS STATED IN ANY OF YOUR TERMS OF SALE OR THE GUARANTEE ADVERTISED!!! WATCH OUT – we apparently have a 10 year guarantee”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for your review. We are sincerely sorry to read this has happened. I am unable to see the product in question however, we do cover certain products for 10 years for any manufacturing fault that has occurred. We would require evidence of this being a manufacturing fault via a professional which we would refund back if this has been deemed a manufacturing fault. We sincerely apologise for any inconvenience caused and if you need any further assistance in the meantime please get in touch. Kind regards, Zak

Posted 4 years ago

“Horrible customer service. Refused to collect broken coffee table blaming Covid. Took days to sort out”

Helpful Report

Posted 4 years ago

“I ordered a sofa from MADE this summer (2020) and it arrived in August. So far all good... Having unpacked the sofa I found that 4 out of the 8 legs were missing. I went on to the chat and was told it would take a few days to get a response form the warehouse. How, in these days with all the technology, it should take 'a few days' to get a response is a little baffling but never mind.. Legs were finally located and the 4 x missing ones arrived 8 days later only for me to find they didn’t send any screws with it, you know, to actually attach the legs! Back on the chat I went and was asked about 20 questions about size of screws, something I know nothing about. I told them several times to check their systems where surely the specifications would tell them what they needed to send me. Oh how wrong I was, because what arrived eventually were 4 tiny lock washers. I don’t think anyone in the universe has ever been able to screw sofa legs on with lock washer! Not only was this clearly another mistake but they were, on top of it, the wrong color. Eventually, after I went to the shop to buy the screws myself, I managed to put the sofa together… Thinking that, finally, I would have somewhere to sit, I find that they have sent me the wrong cushions. The sofa takes 3 x large back cushions and 2 x smaller end cushions. I have 2 x back cushions and 3 x smaller end cushions. I didn't actually know if to laugh or cry at this point, I think I did both. Back on the chat..... was told that apparently Made are not sure they have spare cushions but could order an entire sofa! Does anyone anywhere think that is good solution? After all the headaches and mistake corrected with yet more mistakes, do I really want to be put through it again? The answer to that is NO, I don't. I simply want my back cushion and never have deal with MADE again. All the way through this I have obviously not been able to speak to a human being, only on chat. I have been offered no compensation (although I have been reimbursed for the screws) or any form of official apology. It really has been one giant unacceptable experience.”

Helpful Report

Posted 4 years ago

“I bought a 3 seat Orson sofa in marine green less than a year ago, and in a matter of months the sofa cushions had both collapsed on one side. When I contacted made.com and provided photos they offered a part-refund, which I agreed to. After they’d confirmed that the refund would be issued they then contacted me again to say that they couldn’t issue a refund because I would need instead for a third party to inspect the cushions at my expense, and that this third party isn’t currently available due to corona, and may not be for many months. I suggested to made.com that if they can continue to sell and deliver products during corona, they should also be able to deal with returns/refunds, but got a flat “no”. I was disappointed because the cushions are such poor quality (I’ve replaced them at my own expense and the new cushions are dramatically better), but also because I didn’t even ask made.com for a refund - they offered one. And they took so long to figure out what they were doing, messaging me every day for a couple of weeks, offering refunds, then retracting them, I just feel so annoyed and messed around. I won’t be buying anything from them again; their products are bad quality and their customer service is a pointless waste of time. And they won’t speak on the phone, which doesn’t help.”

Helpful Report

Posted 5 years ago

Dear Frances, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and the customer service you have received has not been to the level we would expect. A Senior Agent will be in contact with yourself by close of business today to resolve this as quickly and as positively as we can. Kind regards, Charlotte

Posted 5 years ago

“I bought a sideboard on made.com and beside waiting for 6 weeks, the item was delivered in unacceptable conditions. It was all scratched and heavily damaged. I am really astonished by the lack of quality control that this company offers. This was my first and will be the last time on made.com I am really surprised they are still on the market.”

Helpful Report

Posted 5 years ago

“poor product, I ordered a three tiered plant pot and it was entirely rusted within 2 months and damaged my plants. Customer service is also very poor.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for leaving a review. I am very sorry for the disappointment caused by your journey with us and I appreciate the feedback you have provided. I can see you have been in contact with a member of our team yesterday who are liaising with you to resolve this. Kind regards, Charlotte

Posted 5 years ago

“We bought a sofa from Made.com in December 2018 and already the cushion has lost its rigidity. Made.com asked us to get an independent report from Home Service Repairs, which we had to pay £48 for. The technician from HSR told us that the cushion had come to the end of its working life and if we replaced it with the same type, then we would have the same problem. However, on the report he stated that it was normal wear and tear with no mention of what he had said to us about the cushion. We then received a quote from HSR for a replacement cushion costing £180 plus VAT. I felt the report was very biased towards the retailer so I am very suspicious about just how independent HSR are. Perhaps it is a money-making exercise between the 2 organisations? When I submitted the report to Made.com they were not interested in offering any compensation or reimbursement. They even made the comment that we had had the sofa "for some time" I don't think that 13 months is "some time" for the lifespan of a sofa. In my experience sofas usually last for several years. I think Made.com should make it clear on their website that their sofas are not suitable for every day use, which they quite clearly are not. If you are considering buying a sofa from Made.com, I would suggest that you don't. Unless you are prepared to buy another one after only a year.”

Helpful Report

Posted 5 years ago

Good Evening, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received. I will ensure a Senior Agent contacts you by close of business tomorrow regarding this matter. Kind regards, Charlotte

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews