MADE.COM Reviews

Name: MADE.COM
Rating: 1.38

1.4 Rating 634 Reviews

8 %

of reviewers recommend MADE.COM

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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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“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

“Been waiting over 6 months for a desk and shelf to arrive. The estimated dispatch date passed over 1 week ago on both items. I've made 2 calls to the customer service centre and was promised an update on where the items are in the UK warehouse but have not heard back from them. A item tracking number has been provided on my account but the link to the carrier first did work and then stated that it was yet to be picked up from the retailer. This remains the case. The estimated dispatch date still reads as 1 month ago. Would certainly not recommend Made.com. Long waits for items, terrible communication and bad customer service.”

Helpful Report

Posted 5 years ago

“I purchase 6 chairs which where in stock and was advised delivered in 3 to 4 days. 10 day later nothing delivered so chased, was told we will check with the warehouse, guess what no one called me back. So after a further 10 days decided to get a refund. Guess what no refund, so after another 8 days chased again to see where refund is, was told will be processed within 5 to 7 days, which was exactly the same info from previous I would avoid this company as they take your monies for over a month on products they say they have in stock, which is probably not the case and then delay a refund and still not given, thus had to claim back through credit card”

Helpful Report

Posted 5 years ago

“Furniture was received over 20 days ago in Made warehouse but not only did they not bother dispatching if earlier, they missed their promised delivery date. If the item was not sitting in their warehouse I would understand, but to have if there and not send it, is unbelievable. Poor customer service response- had to call several times to get updates.”

Helpful Report

Posted 5 years ago

“Ordered garden furniture in March for dispatch in April. Have received 3/5 pieces. Despite numerous online chats and 2 phone calls I have not received the phone backs I requested nor have I been given any date for delivery of goods I paid for 3 months ago. Mistakes happen but Made.com have a serious issue with their poor customer care. I have received oodles of email encouraging me to buy more products so there is nothing wrong with their IT, just a disinterest in fixing ongoing issues. Shame as their products are lovely. No company can last without return business.”

Helpful Report

Posted 5 years ago

“East shopping, delivered on time with drivers phoning 30 minutes ahead. Product exactly what I wanted.”

Helpful Report

Posted 5 years ago

“Bought the Copa Bistro Set (two outside chairs and table) in Sep'18. Very pleased with the quality, colour and robustness of the product. Unfortunately the table toppled over this past weekend and the glass top shattered. Having contacted the company I was fully expecting that they would be able to supply me with a replacement top (obviously at a cost), but that they have been less than helpful, saying that the product can only be supplied as a set and they were not prepared to give me the details of the manufacturer so that I could contact them direct. Not impressed.”

Helpful Report

Posted 5 years ago

“Absolutely disgusted that after almost two months of returning goods to made.com, we are STILL waiting for a refund of over £200!!!! It was bad enough that they had the return for over 2 weeks, and it was only processed AFTER I called, but a month on from that and still no refund!!!! Also 30days refund for a credit card is ridiculous we had refunds between 3-5 working days, but where is theirs??? Nowhere! Emails weren’t replied to, and live chat was always busy, so had to call! It’s a shame as most of the products are really nice! Just don’t return anything!!!”

Helpful Report

Posted 5 years ago

“Ordered a bed. Some parts not delivered. Had a conversation with the bot, which seemed promising but nothing happened. Then a further phone call where the answer is to deliver all the parts again. We need 6 casters and 4 bolts.”

Helpful Report

Posted 5 years ago

“Absolutely shocking service. To echo pretty much all of the other reviews on here, ordered an item (side table for the lounge) on 13th May and was told it would be 4 working days for delivery. 3 weeks later and not only no sign of it, but I've now been informed that the item has "gone missing" so will have to be re-ordered, however it is out of stock and so it'll be 4-6 weeks for delivery!!!! Have told them to cancel, issue me a full refund and I will making a formal complaint. I've had to call them 4 times over the last 3 weeks and only one person I've spoken to has actually had the courtesy to come back to me. The rest haven't bothered to even look into it. Disgusting way to treat customers - I'll never be using them again.”

Helpful Report

Posted 5 years ago

“If you’re considering buying a sofa from Made please read on. I purchased a sofa for £1700 with the promise of delivery between six to eight weeks. I have since been told that my sofa will be delayed by a further three months. Although Made have apologised they have not told me; who the manufacturer is, why the sofa has been delayed, or when I will receive my sofa (the delivery date has changed 4 times, each time having spent rearranging schedules to make sure someone is at home). My family currently have nowhere to sit as we sold our old sofa expecting our new sofa to be delivered on the date advertised. I now have terrible back pain. Made offered £170 in vouchers as compensation which I have since rejected (why would I want to buy more Made products with no guarantee that I would receive them). I copied Made’s CEO into recent correspondence with the customer service representative, and have received no comment from him. Utterly disappointed.”

Helpful Report

Posted 5 years ago

“Shocking delay on delivery with no explanation or communication. Finally being told by customer service that 16 weeks between order and delivery is not a delay, despite the website promising 7 day dispatch - it's patently not true. My screenshots of all the conversations I've had with customer services show that made.com are deliberately misleading customers - it's outrageous. This is the second time this has happened to me. The last time resulted in them cancelling the order saying the batch was faulty - and then the items were relisted at a higher price on the website. Now they're saying my batch will be delivered a week later than if I ordered the same desk today! It doesn't even make sense - I'm shocked.”

Helpful Report

Posted 5 years ago

“I ordered MONTEROSSO LHF CORNER SOFA SAPPHIRE BLUE on 3rd May. The delivery lead time was meant to be 7 days. Made.com did not communicate at all with me about when the item would actually arrive. After 7 days I got in touch with them using online chat. I was told to expect an email that day about delivery. I did not receive the email. A few days later I called to find out what was going on and was then informed that Made.com had moved warehouse and therefore it was going to take a bit longer to deliver my item, but they could not tell me when. The item arrived May 27th. Nobody from Made.com has apologised or offered any compensation for the late delivery/zero communication.”

Helpful Report

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews