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MADE.COM Reviews

1.4 Rating 633 Reviews
8 %
of reviewers recommend MADE.COM
Company Reviews Questions Metrics
1.4
Based on 633 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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Pia
Verified Buyer
“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 3 years ago
Frances Munnelly
Verified Buyer
“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 3 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 3 years ago
Hollie
Verified Buyer
“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 3 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 3 years ago
Anonymous
Verified Buyer
“Horrible customer service. Refused to collect broken coffee table blaming Covid. Took days to sort out”
Helpful Report
Posted 3 years ago
Andrea
Verified Reviewer
“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 4 years ago
Patricia Garrod
Verified Reviewer
“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 4 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 4 years ago
JACK IACOVOU
Verified Reviewer
“Well, not actually bought anything but was about to order a 4 seater chaise end sofa but after reading all these terrible reviews I have decided to look elsewhere. Charlotte seems to be the only person answering and apologising but frankly apologies don't cut it. Sorry Made but i will look elsewhere.”
Helpful Report
Posted 4 years ago
Good Morning Jack , Thank you for leaving a review. I can see that you have been in contact with us regarding some further information on the Luciano sofa and have subsequently decided to look elsewhere. I am very sorry to hear that this is the case and I would like to have the opportunity to restore your faith in us as a company and have you as a valued customer of Made.com. If there is anything else I can do to achieve this please let me know and I would be happy to help you. Kind regards, Charlotte.
Posted 4 years ago
Anonymous
Verified Buyer
“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 3 years ago
Peter Rabbit
Unverified Reviewer
“Terrible company”
Helpful Report
Posted 4 years ago
Good Morning, I would like the opportunity to look into this matter further for you so would kindly ask if you could provide your order number so I can look to address any problems you are currently facing. Kind regards, Charlotte
Posted 4 years ago
Dan Ellerton
Unverified Reviewer
“I ordered a king-sized bed at the beginning of December and still have not received it. The communication with Made.com is non-existent and the customer service is appalling. For weeks I have requested to speak to a manager and keep getting false promises and have heard nothing. The expected date of arrival has been set back again and even now, three months later, I still do not have a date of delivery. No one has told me about this, I have had to chase everything. Do not use this company, especially with essential furniture like a sofa or a bed. You may get lucky and your order will arrive on time, but more than likely you will not hear from them for months and you will end up with a lot of unwanted stress. .”
Helpful Report
Posted 4 years ago
Good Morning, 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. I can see a Senior member of staff has been in contact with you today to ensure this matter is resolved as quickly and as positively as possible. Kind regards, Charlotte
Posted 4 years ago
Emlyn
Unverified Reviewer
“I wished I had checked the reviews before purchasing my sofa October 2018. I loved the sofa, spent £999 on it, only to find the springs started popping out. When I contacted MADE, I was told the sofa is no longer under warranty and that’s it’s my responsibility now. They suggested I use Homeserve Furniture Repairs to check it out and provide them with a report. Got in touch with Homeserve Furniture Repairs who wanted me to guarantee them a parking space before they could come out. I said I couldn’t, got back in touch with MADE only to be told there is nothing else they can do. It’s definitely poor workmanship, I have had sofas that have lasted 10 years and in good condition. I am so disappointed and mostly angry!!”
Helpful Report
Posted 4 years ago
Good Morning, Thank you for your review. I am very sorry to see you have had a poor experience whilst shopping with us and feel disappointed with the customer service you have received. I can see that we have submitted a response to your email yesterday regarding appointing a furniture technician and we will aim to resolve this with you as positively as possible for you. Kind regards, Charlotte.
Posted 4 years ago
Lucy Yang
Unverified Reviewer
“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 4 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 4 years ago
Janet Holden
Unverified Reviewer
“I ordered a coffee table on 11 November and have yet to receive it. I don't want to rate them with even 1 star. I have had a succession of e-mails postponing delivery and apparently it is now scheduled for 18 March, I'll believe it when I see it come through the front door. I am a very dissatisfied customer and won't be using Made again.”
Helpful Report
Posted 4 years ago
Janet Holden
Verified Reviewer
“I ordered a coffee table on 11 november last year, and still have not received it, just a succession of automated e-mails postponing delivery; apparently it is now being delivered on 18 March - I am not happy and would appreciate a person contacting me and apologising. If it postponed once more I will be cancelling and I certainly won't be using Made again.”
Helpful Report
Posted 4 years ago
Good Morning, 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 4 years ago
Anonymous
Unverified Reviewer
“Late delivery, poor customer service and very low quality.”
Helpful Report
Posted 4 years ago
Good afternoon, 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 can see you have been contacted by a member of the team today regarding this matter to ensure this is resolved for you. Kind regards, Charlotte
Posted 4 years ago
Adam
Verified Reviewer
“I didn't even get as far as a delivery. Made.com has simply the worst customer service I've ever recieved. No interest in resolving an issue, just rude and unhelpful. They even short changed my refund by £15. Then claimed it was because I used a £30 voucher and then changed that story to it was a £29 charge for collecting the item they hadn't even delivered. Avoid at all costs.”
Helpful Report
Posted 4 years ago
Good afternoon, Thank you for taking the time to leave a review. I am very sorry that you are disappointed with the service you have received and to hear that you would not look to shop with us again. If you change your mind at any point in the future, which I hope you do, we will be happy to honour the voucher offered to you by our Customer Service Department. Kind regards, Charlotte
Posted 4 years ago
Anonymous
Verified Reviewer
“Unbelievable, appalling service after taking your money! Ordered 6 chairs on 22.11. The delivery depot tracking advised items received 30.11. Phoned the Delivery Depot to find out they only received 2 sets of 3 sets and will only deliver when 3rd set is in depot. Made.com were emphatic the 3rd set had been sent. Phoned day after day to find out what the hell was going on. Even tried to speak to a so called team leader and was told she/he could not say anything more than I had already been told. Tried to speak to a director and to the CEO, all to no avail. There is bugger all genuine customer service. There is no pro-activity to help solve your problem. All you get from the people answering phones is a very very rehearsed thinly veiled apology. You cannot get passed them to speak to someone in authority and if you remind them they have your money and you want your goods they are very forthright in offering a refund and cancellation of your order. They don't care whether you buy their bloody goods or not, and I really liked the chairs. By 3rd Dec still no chairs so they suggested cancelling the original order and issuing a new order which would go out for delivery in 5 days. Well they didnt. It doesnt matter that you might desperately need the chairs, as I said I was, they are not bothered. Had to cancel a dinner party because absence of chairs. Their policy does not allow the customer service team to think outside the box. Its basically stuff the customers. By 13 December still no chairs. They thought they had gone out and to phone the delivery depot again. It now transpires (according to the delivery depot) that when the purchase order is processed notification of that order goes through to the delivery depot so when they collect the items they can be scanned back at the depot. Guess what- they had no notification. Apparently the depot drivers go into the warehouse every day for collections, so where the hell were my missing chairs from the first order and the three sets of chairs from my second order. The delivery dates are movable and if you don't like it then sod off so now at my wits end I cancelled the order. I cancelled the order and even then it took three attempts to get my refund processed accurately. If I had not been pro-active throughout this period I would still be waiting delivery of the first order. Subsequently ordered 6 chairs on line and received them the following day. I really liked those chairs and the furniture etc is lovely but the customer service follow up is simply disgraceful. So get your bloody act together and start respecting your customers because without them you will become nothing.”
Helpful Report
Posted 4 years ago
Mark Knight
Unverified Reviewer
“Called customer service to try and bring a delivery date forward, which was moved back by Made, customer service agent couldn't help and didn't really care. Now I do not have sofas for our new house.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“Bought cushions, tried to return them, they refused to collect and then charged me £10 for the return before failing to refund the full amount of the products returned. Currently being charged £49 for £36 worth of goods. Complaints process is ridiculous and lacks any customer service. I’ve emailed, live chat and telephone to try and resolve the issue with no luck. Avoid at all costs!!!”
Helpful Report
Posted 4 years ago
Good Morning, 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 can see you have been contacted by a member of the Senior Team today regarding this matter. Kind regards, Charlotte
Posted 4 years ago
Kr
Unverified Reviewer
“I had left a review below and am pasting it here for reference “Terribly disappointed with the delivery time. I had ordered a Sofa which was promised to arrive before Christmas. I chose this sofa over the other that i liked more because this was supposedly available to reach in time for Christmas. I was to have friends over and needed a sofa. The order was placed on the 25h of November. Delivery was first promised on the 18th of Dec, then it changed to the 20th, then it was shipped on the 27th and will arrive here not before the 3rd. In the meanwhile I had booked a holiday from the 3rd to the 7th which is a national holday and now I will get my sofa on the 8th long after it was desired and 20 days after it was promised.” ---------------------------------------------------------------- THIS IS THE RESPONSE YOU SENT ME... Read MADE.COM Reviews Good afternoon, 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 who has resolved this with you. Kind regards, Charlotte -------------------------------------- HERE'S MY RESPONSE TO YOUR RESPONSE. This is a lie! I have been in contact with you and you have not resolved it!!! Today is the 8th of January. And I am hoping it will finally arrive today, but I have not received a call from the transporters and my attempts to call them have failed. My decision to buy from Made.com has been a big mistake.”
Helpful Report
Posted 4 years ago
Good Afternoon, Thank you for your review. I am very sorry to hear this has not been fully resolved for you. I have requested that a member of our Spanish Team contacts you urgently with regards to this order and your delivery scheduled for today. I reiterate my sincere apologies. Kind regards, Charlotte
Posted 4 years ago
MADE.COM is rated 1.4 based on 633 reviews
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