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

“I placed my order (102185751) on 26 April 2019, I paid an additional fee, at the time of ordering, to ensure a Saturday delivery. 7 weeks later, delivery was scheduled for Friday 14th June (not a Saturday!). I had to manually request a change of delivery day to Saturday 15th June. I waited in, all day Saturday. The delivery did not take place. Instead, delivery was attempted on Tuesday 18th June (not a Saturday!). I received an e-mail telling me that delivery would be re-attempted on Wednesday 19th June (not a Saturday!) – so I re-arranged my working day, in order that I could be at home during the one hour delivery slot. However, I was not advised of one; instead, my parcel left my local (Oldbury) depot and arrived in Swansea. So, I arranged collection and I drove to my local DPD depot, to collect my parcel, only to be told that it’s not there – yet more wasted time – yet more frustration. I e-mailed on June 26th, asking for someone from MADE to advise me of the best way forwards; for me to receive my goods, Subsequent to that, on July 2nd, I e-mailed to say that I was still waiting for confirmation that my order was available for collection. Since then, I have been offered instructions for returning the parcel (which I’ve not yet received) and I've been asked to review the goods. I left a review explaining my frustration & received a message from Cathryn at MADE, saying that she would e-mail me to get this sorted (She hasn’t!) Then MADE e-mailed to let me know that instead of sorting out delivery (or collection by me, from DPD) they have taken the goods back. Why? They’ve had since June 26th to simply contact DPD and tell them to have the goods in Oldbury for me to collect. It would have taken just a few minutes. And the best they can do? Re-order the goods, which will take 7 days. Is that really the best they can do after all of the inconvenience I've been caused? oh, and I was also offered the option of cancelling – why would I do that? I want the chairs and I don’t want all of this ridiculous effort to be for nothing. I've asked for compensation, but this has been ignored once. I've asked again. Quite honestly, one star is too many. Utterly shocking.”

Helpful Report

Posted 5 years ago

“My package has not arrived, it stated 2-3 days arrival time, CHARGING ME FOR DELIVERY may I add, and then it doesn’t arrive. Every time I call up to question I get quickly rushed off the phone and told I will get a call or an email. Only to receive not a single email or call. The second time I called I was out on hold as I wouldn’t leave the phone until I got an answer. He put me on hold for 10minutes (probably just went to the toilet) told me how sorry he was and he would have find it or reorder it - and was going to call me back....nothing! DISGRACEFUL. I will take my money back, warn everyone of this company and never go near it again.”

Helpful Report

Posted 5 years ago

“Ordered a bed from made.com with a expected dispatch in 7 days on the order. After they took payment this immediately changed to 4 months delivery. Spoke to customer service who were friendly and helpful and they agreed to to cancel the order and refund me. 3 weeks later still no money returned & re-opening a cases to try and get my money back. Avoid doing business with them really bad experience, Trust 0/10”

Helpful Report

Posted 5 years ago

“I ordered garden furniture, 9 items on 8th May. It’s arrived in dribs and drabs, and now they have only delivered 2 of the final 2 items. I’ve contacted them over a week ago and am still waiting for a response”

Helpful Report

Posted 5 years ago

“Very disappointed, dispatch dates totally unrealistic. Ordered goods for garden party, which will now take an additional 2 weeks and post the party date. Joke of company.”

Helpful Report

Posted 5 years ago

“Bought a sofa but was faulty. Took ages to respond to the complaint. The delivery company that took the sofa back damaged my floor and doors and keep having to chase them with it and still no reply from made or the delivery company.”

Helpful Report

Posted 5 years ago

“Love their goods so stylish and well made. But their service is abysmal. Delivery is expensive and slow. Goods are ready to be delivered but are left in the warehouse. Customer service staff are rude and unhelpful. Try Swoon. Equally as good products but better delivery and customer service.”

Helpful Report

Posted 5 years ago

“Waited for the delivery date, when the delivery van arrived 2 hours late (no call in advance as promised) my item could not be found. Rang customer service, they couldn't do anything apart from say they would call the delivery company as my item must be lost. Still waiting for someone tell me when I will have my item and why they can't seem to get it right......”

Helpful Report

Posted 5 years ago

“First time using Made.com, but also the last time. If only I had read these reviews first. Waiting for some kind of sensible explanation for unreasonable delays for a delivery of beds. This company is guilty of misrepresentation. There are 1000s of retailers selling the same products but Made give false assurances as to when customers will receive their goods. Once they have your money it's too late. What's worse is they then fob you off with excuses that they delay is down to the delivery company. I entered into a contract with Made not a delivery company. And anyway it's their delivery company of choice. If I had known what I was in for I would have gone to another supplier. I won't be making this mistake again”

Helpful Report

Posted 5 years ago

“Very poor customer service. Hard to find an email address to report fault, no response 5 days later. I had to ring them only to be told I had to send a video of the light not working. I will repeat that. Send a video of the light not working. The horrible packaging means that I will have to clean up the mess of taking it out to video and repackage yet again. Not happy.”

Helpful Report

Posted 5 years ago

“Ordered a sofa in JANUARY. It arrived in APRIL (delay after delay) with a rip in the leather. Sent it back, new sofa arrived in MAY. New sofa had un-even legs and won't connect together (in 2 pieces). As we'd already sent one back, we had to have someone come out to 'assess' the new sofa that was not even suitable to sit on. This took another month. The guy came to take a look, agreed that it was faulty, told us someone would be in touch... it's now 23rd JUNE - over 6 months since we ordered the sofa - and after many, many complaints we have not heard from Made.com. No idea when/if someone is coming to collect the faulty sofa that is neither use nor ornament to us. What a waste of nearly £2000. Worse customer service I've ever experienced. So here we are, sitting on the floor for potentially another 6 months... Fuming.”

Helpful Report

Posted 5 years ago

“If I could leave a 0 star review I would. Ordered a sofa on 07/04/19 with estimated delivery 22/05/19. as we got closer to that date I decided to check the delivery status to see it had been pushed back with no notification from the company. Lots of chasing and I was promised it would be with the courier on 12/06/19. Today I still don't have my sofa and have been told that they have moved to a new warehouse and need to manually label products!! They can't even give me an estimated date anymore. I went with this company because the delivery worked around me furnishing a holiday home. I have subsequently had to purchase another sofa bed as a stop gap until this arrives. Customer services are useless and refused to let me pass this case onto a manager! I will be ensuring that I contact the CEO to see how they can justify holding onto your money for months and months but not provide any level of customer service.”

Helpful Report

Posted 5 years ago

Hi Emma, Thank you for leaving a review of your journey with us. I am very sorry to hear the service you have received has not been to the standard we would expect. I would like to look into this further please confirm your order details. Kind regards, Zoe Customer Care Made.com

Posted 5 years ago

“Responding to a damning article on econsultancy.com headed: ‘Made.com: a case study of customer service hell?’ Made’s then CEO ‘pledge[d] to greatly improve service levels’. The article was published in 2012. Seven years later, every review site, with the mysterious exception of Trustpilot, indicates how far short he fell of that ambition. The experiences recounted on these sites closely match my own, with reports of delays, empty promises, lame excuses (warehouse issues being a favourite) and non-existent customer support, (though you can be assured of bringing them crawling out from under their stone with their mealy-mouthed platitudes by posting a critical review on Trustpilot). After a four-week wait for the item I’d ordered to reach their distribution centre, it spent the next three weeks supposedly ‘being prepared for dispatch’. When I chased this, I was fobbed off with an obviously copied-and-pasted reply offering a new dispatch schedule. Three subsequent emails were simply ignored, and the estimated date for my order’s dispatch remains unchanged 12 days after its expiry. I’m now in the process of securing the return of my money for services not rendered. Hilariously, in a 2017 interview with ‘The Guardian’, Made’s founder stated his ambition for the company to be ‘the new Ikea’. Well, we can all dream. Meanwhile they must content themselves with being the dotcom Acorn Antiques.”

Helpful Report

Posted 5 years ago

“I echo all the comments on here but want to add that the extreme delays apply to small items too, not just sofas or beds. All I have ordered is a light, at the beginning of May with supposed “express delivery”. I’m still waiting. All I am told is that it is a problem with the logistics company and they cannot tell me when it will be delivered. I must have spoken to 6/7 different people online. Really awful company to buy from. Time to request a refund I think.”

Helpful Report

Posted 5 years ago

“Ongoing delays for a sofa which I purchased - the dispatch date changed 7 times with the last one being four months since purchase, at which time I cancelled my order - throughout this process, no contact from MADE with updates, information or even an apology. When I tried to contact MADE via email or in writing through the website, several times, I NEVER got a response.”

Helpful Report

Posted 5 years ago

“Poor customer service - we were not informed of over 4 weeks delay to our order. When asked why we were not told, the online assistant tells us customer are advised to check delivery status on their online account as they are an online company. No apology extended! We got out full refund but have barely anytime left to buy a sofa bed for the spare bedroom before guests visit!”

Helpful Report

Posted 5 years ago

“Ordered a bed on the 5th June, with a dispatch of the 10th June latest. Chased a number of times between the 12th - 15th June and all the answers were just "We're moving warehouse, the warehouse don't know where the bed is". Decided on the 17th to give up and request a full refund. Won't be using MADE again in a hurry, especially considering the other reviews on here.”

Helpful Report

Posted 5 years ago

“Worst customer service. Called to get an update on a couch that was supposed to be dispatched within 5-7 working days and now two weeks later they still don't know why it hasn't been dispatched. Said "can you call back in a day or two for us to find out what is going on?" Pure robbery. Will never order from here again.”

Helpful Report

Posted 5 years ago

“used twice both times terrible , We bought some stools previously and these came with screws that basically fell apart the moment we tried to screw the stools together leaving the screws stuck in , they sent more , these did the sme they missed appointments , they eventually gave up resolving the issues and we ended up with 4 sets of stools that were basically firewood with no refund , my wife then lost her mind and forgot that we had the issues with them and ordered a sofa bed , i told her to cancel the order as they were so bad but she wanted to see if they would still be terrible , my god they were just as bad they sent the wrong item ( a much cheaper sofa bed) took forever to send the new one , the new one has now since broken and they are now refusing a refund saying they need to send someone to look at it , this can only happen during the week when we both work so we are not able to take time off to resolve this , they refused to budge we are now putting reviews wherever we can to stop people buying from this company we will never use them again”

Helpful Report

Posted 5 years ago

“We ordered a £1100 Corner sofa in January.. It was set to arrive in April, it was delayed until May. The sofa was then delayed from May until June with no explanation given.. On the day of the delivery I received an email from the courier saying that the sofa hadn't passed their quality inspection. I rang made and discovered that the sofa had been damaged in transit, as well as having a sopping wet pillow? We're now almost 6 months on from the date we ordered the sofa and all we've done is waste holiday allowances and plenty of time on the phone. We've requested a full refund, however at this stage I'm unsure as to whether they're competent enough to complete that task.”

Helpful Report

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews