I don't even know where to begin with Made.com. There have been so many issues - but none of these problems would have put me off shopping with them again had their customer service team been nicer to deal with. I ordered a dining table and 6 chairs. Unfortunately, the chair parts were poorly made. Pre-drilled holes were lopsided and some hadn't been drilled all the way. This meant that assembling them was a nightmare. There was a lot of back and forth in calls/emails, re-sending spare parts etc. Even after new parts were provided, I wasn't 100% confident that the chairs were going to last. In the end, a chair broke completely and others were failing after just a second time of use. A Homeserve technician came to review the issue. He concluded that they needed complete replacement due to manufacturer faults (not incorrect assembly). These chairs were out of stock so I asked if they would kindly replace with another set of chairs on their site (and cover the difference). They declined and offered a refund. This would have been ok if the woman hadn't been so abrupt. But her answers to any questions seemed to be: "No we don't do that" "System won't allow it" It was like speaking to a robot reading off a script. There was a complete lack of human understanding. How about apologising at least? In addition to the rude staff, other issues were: * sending the wrong coloured chairs to start * Sending parts to wrong delivery address * Not organising collection when promised * Poor communication with Homeserve so they were unable to book an appointment on several occasions * Organising a collection but not providing DPD with address This meant I was constantly ringing them and chasing them up. But my biggest complaint is their poor customer service. I spoke to 5 or 6 people in total. Only one of them ever apologised for any of the problems that had gone on. Her name is Jo and she was understanding, polite and helpful. She's the only person who seemed to try and problem-solve instead of just saying "no, can't do that". The rest of the team just didn't seem to want to help. At no point stopping to say sorry or trying to think of ways to sort something out. They didn't even seem effective at their jobs half the time. I felt like I had to guide them through the next steps. I can only put this down to lack of training, poor management, stress from too many angry customers, and terrible workplace culture. Either way, I won't be shopping there again. Which is a shame, because if it wasn't for the people I encountered, I would have carried on shopping with them despite the issues. All I wanted to hear was "We're so sorry" or "Let me see what we can do to help".