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

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“The order was wrong TWICE (wrong color of the item). I had to wait for another 10 weeks the first time to get my new item and when it arrived the second time it was wrong again and I had to refuse the delivery. For all the inconvenience cause, the customer service promised me a commercial gesture but after 3 weeks chasing them, I'm still waiting... looks like it was just BS... SUCH A DISAPPOINTMENT BOTH QUALITY AND CUSTOMER SERVICE, AVOID IF YOU CAN !!!”

Helpful Report

Posted 5 years ago

“Items order no delivery date weeks later, numerous calls to customer service, different excuse each time. Kept trying to delay my refund, I would steer clear of this company.”

Helpful Report

Posted 5 years ago

“Said delivery in 2 days. 2 weeks later, they don't know where my order is. Countless emails and they just repeat "we're working on it, more information when we get it". Rude and useless. Unfortunately I can't cancel the order as it's compensation from a previous order where, surprise surprise, the same thing happened.”

Helpful Report

Posted 5 years ago

“Shambolic company...ordered a sofa weeks ago with a 'guaranteed' dispatch date of within 2 weeks. No sofa, no updates, no info from customer service!! Avoid this company like there plague!”

Helpful Report

Posted 5 years ago

“Delivery I’m Still waiting, customer service whilst polit next to useless. Was supposed to be here within 5 days, still waiting. Payment for goods taken straight away but still can’t tell me when my goods will be dispatched. Poor poor poor.”

Helpful Report

Posted 5 years ago

“This shop is a joke! We ordered a sofa at the beginning of February with a 4 week lead time. Sofa finally arrived after 12 weeks and it turned up in the wrong colour!!!! We had to complain several times and keep chaising for an updat as Made did not make any effort to let us know about any delays. What's most shocking is the fact that they are advertising their products as made in the UK and our sofa was made in China! My husband spent ages on the phone to sort out the refund and collecion. Will never buy from them again!”

Helpful Report

Posted 5 years ago

“I order worse sofa ever from Made.come. Banghal 3 seats sofa bed is very uncomfortable! Very disappointed!”

Helpful Report

Posted 5 years ago

“We ordered the Orson left hand facing sofa in January 2019 with an estimated delivery date of 10-12 weeks. That was fine. By my calculations we had till 6th April at the latest to decorate the room & get rid of the old sofa... which we did. In mid March I had an email saying the sofa had been desparched & the courier, Arrow, would contact me within 48 hours. They didn't. I called Arrow later in March to chase up. They'd not yet received the sofa & suggested I call Made. Also, during this time, I'd had a couple of emails from Made asking me how my new sofa was & asking me to complete a survey on my recent purchase & experience! I rang Made & they said the emails were sent automatically in error as the sofa wasn't in fact ready & hadn't been despatched yet. But that I'd likely have it by the end of the month (March). As it was still not quite up to the 12 week limit, I accepted this & let it go. Then the 6th April came & went..... I rang Arrow & gave up after being on hold for 20 minutes. Then I rang Made. I spoke to a very pleasant & helpful girl, but she clearly didn't know where my sofa was... Suggesting it might have to be reordered! I became quite upset & she said she'd investigate further & call me back. She didn't. I rang Made again the next day & spoke to another pleasant & understanding lady. But again, she could shed no light & said she'd call me back. She didn't. But I did get an email from her the next day saying my sofa was lost & did I want her to reorder to come again in another 10-12 weeks. You can guess what I told them.... I've received my refund, been inconvenienced massively, been utterly shocked that companies like Made & Arrow are capable of such incompetence & will NEVER use them again. I write this sitting on my garden furniture in my living room about to browse the DFS sofas online.”

Helpful Report

Posted 5 years ago

“This is a complete saga, and completely unacceptable: 27 December 2018 - We placed an order on Made.com for a Milo Left Hand Facing Chaise End Corner Sofa in Space Grey. 12 January 2019 - The incorrect item was delivered (Milo Right Hand Facing Chaise End Corner Sofa, instead of Left Hand). 12 January 2019 - We phoned Customer Support immediately, who asked us to provide photographic evidence of the incorrect item. 12 January 2019 - We provided photographic evidence via e-mail to Cathryn in Customer Support. 12 January 2019 - Cathryn in Customer Support ordered a replacement item for us. 18 January 2019 - The courier company ArrowXL confirmed that the replacement item would be delivered on January 24th. 18 January 2019 - We informed Charlie in Customer Support of this delivery date and asked for the incorrect item to be collected on the same day. 23 January 2019 - We chased up Charlie in Customer Support for a response to our e-mail on January 18th. 23 January 2019 - Charlie in Customer Support confirmed that the courier company ArrowXL would not be able to collect the incorrect item on the same day the replacement item would be delivered (January 24th). 24 January 2019 - The replacement item was delivered, however it was once again an incorrect item. We then had four large boxes (two for each incorrect item) taking up space in our living room. 24 January 2019 - We phoned Customer Support immediately and spoke to Jo who confirmed that she would call ArrowXL to see if they could collect the parcel that same day. Jo volunteered to call back the same day with an update, after calling ArrowXL, and a new date for collection. 24 January 2019 - We phoned Customer Support again (unknown person) but was told that they would give Jo a prompt to return our call. 24 January 2019 - We phoned Customer Support again in the evening and spoke to Diamond. We also e-mailed Charlie in Customer Support. 24 January 2019 - Diamond in Customer Support confirmed via e-mail that both incorrect items would be collected on January 30th. 28 January 2019 - We received a text message from the courier company ArrowXL confirming that collection would be made on January 29th (instead of January 30th, as confirmed by Diamond in Customer Support). 29 January 2019 - We e-mailed Diamond in Customer Support to confirm the collection date was in fact January 30th, as previously stated. 29 January 2019 - Diamond in Customer Support responded via e-mail, confirming that January 30th was no longer available as a collection date. 30 January 2019 - We re-scheduled the collection date to February 2nd on the ArrowXL website and confirmed this with Diamond in Customer Support via e-mail. 02 February 2019 - Both incorrect items were collected. 05 February 2019 - ArrowXL came by the apartment again to make an unnecessary collection.”

Helpful Report

Posted 5 years ago

“Ordered a new sofa “in time for Easter”, they lost the sofa, couldn’t get in touch with the company delivering the sofa to find out why. I have been without a sofa for a week now and had to cancel Easter at my house because of this. Currently it’s being investigated which means nothing is probably being done. I had to ask repeatedly what they were going to do about it. Offered me a voucher which I didn’t want as I wouldn’t be buying from them again. Refunded me part of my delivery fee after saying they would refund it entirely so I had to phone again. Currently waiting for a sofa that could possibly be delivered in around four days time. Constantly being messed around.”

Helpful Report

Posted 5 years ago

“Customer service were quick to reply to a product query. Ordering was easy. Delivery efficient giving a call when they were half an hour away which is always helpful especially when you have a toddler. Our driver did muddle up a package but came back and rectified the situation and carried the furniture up our stairs to the bedroom and were absolutely lovely people to deal with. The bed we ordered (Fonteyn) is beautifully made and was easy to esemble. Only small criticism is a few product ranges (can’t remember which!) but if you type the product range name into the search bar it wouldn’t bring up all the products in the range even though there were more. Planning placing another order soon for our spare room and garden furniture.”

Helpful Report

Posted 5 years ago

“Was initially fine with the 2 month wait stipulated during checkout for some items. However these were delayed numerous times. Delivery was a joke and went wrong for all the items so I wasted holiday days off work for items that didn't arrive despite made.com emailing me to confirm specific delivery dates. They clearly have considerable issues with their couriers. One item didn't ever arrive and it was a nightmare to get refunded for it ! Quality of some of the products suck, cheap materials and shoddy workmanship, they don't do proper quality control ! Chipped, strong stench of plasterboard etc etc However they are excellent at bombarding you with advertising emails. In short avoid like the plague and spread the word.”

Helpful Report

Posted 5 years ago

“I will start from the beginning. When Made first started selling their furniture it was great. Good quality and value for money. Then after a few years break, we started to purchase items last year and I can honestly say that the quality and service have declined. We have purchased around 10 pieces and every one has faults. Side boards, the drawers do not open and close properly, finish is very grubby, appeared used. Chairs have large indentations in cushions. Side tables, plastic components missing so they do not stand correctly and wobble. Round stools, again, plastic buttons in base missing so they rock. The sofas and chairs use black rubber button type floor protectors on the feet, very cheap quality, if dragged over a light coloured carpet or floor, they leave very dark black streaks which are impossible to clean off. Some of these faults are obviously down to the design and cheap components and manufacturing. Careless transportation and storage also a cause. All could be avoided. Just need some proper quality control. Sadly, we will no longer purchase anything more from Made.com.”

Helpful Report

Posted 5 years ago

“The desk I ordered (Quinn) was shipped with several large markings on the top surface (the most visible). I had already spent 90 minutes putting it together when I realised this as it was the last item out of the box. They wouldn't replace the top - they would only offer to send a completely new desk (two huge, heavy boxes) for that one piece, which I would have to reassemble. I asked for a refund and they insisted that the desk be disassembled. This took another hour of my time, not to mention the several blocks of time that I had to be at the house waiting for deliveries/collections. John Lewis offers similar products for the same price and they back their products with excellent customer service. Even IKEA is better than MADE.COM. Skip this company and their terrible products.”

Helpful Report

Posted 5 years ago

“I'm unsatisfied with both product and the customer service agent. I've never felt so disappointed as a customer, especially for a company like MADE. I may not have spent millions at MADE but I don't expect to be have lost an original. valid discount - it was only because a MADE product was FAULTY and I had to return it that left me under the discount threshold. If I had known I would lose £100, I may have just accepted a replacement. There was absolutely no care about this on behalf of MADE.”

Helpful Report

Posted 5 years ago

“Orson sofa is dipping considerably in the centre after 2 years. Very poor quality. When I contacted Made.com they told me to arrange an independent review at a cost of £48. If the report identifies a manufacturing fault I will be reimbursed for this cost. Would not recommend or use Made.com again.”

Helpful Report

Posted 5 years ago

“Great showroom!”

Helpful Report

Posted 5 years ago

“I would advise anyone who wants to order from @ made.com to find another reliable company. I paid my for my sofa in JANUARY YES JANUARY when the delivery date was 26th March. Every single time it gets to the delivery date you delay it even longer every time. My delivery date is now the 1st of may but I’m guessing it will be here sometime before Christmas. So far the dates have changed from 26th March, April 13th, April 17th and now the first of March. Your customer service is shocking and all you can offer is £30 refund! Absolutely shocking not having a sofa for over 5 months. You can’t speak to a manager as they say “they will tell you exactly what I will, that we don’t know the actual date of the delivery” after reading all your reviews I think I will claim for a refund as your company is shocking and obviously doesn’t understand the meaning of customer service. They are happy to refund my 2K sofa but as looking at all customer reviews you have to wait 6 months or more for that too! Also I got told the company doesn’t have anything to do with delays and they can’t do anything about it well your selling goods that customers will never receive by looking at your reviews!! So don’t use this company unless you want to order something and it arrives a year later. All I want is my sofa and a definite delivery date”

Helpful Report

Posted 5 years ago

“Poor service wrong items, damaged products sent and abysmal customer service avoid at all costs”

Helpful Report

Posted 5 years ago

“After an extremely lengthy waiting period for my order to arrive, it was faulty. I contacted Made.com re same. I was advised of collection date of damaged goods but they were not picked up on this date. I, myself returned them to my nearest collection depot and informed Made.com of same. I was assured that my replacement goods would be with me in 6-8 working weeks. I still didn't receive my goods after an 11 week waiting period and I received no update, let alone an apology for this. I certainly will not be ordering from your company again.”

Helpful Report

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews