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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“Customer service staff have no idea what they are doing. I have been in contact with them 7 times over the past 2 weeks to help them track a return for an item I never received. Every member of staff I have spoken to are unable to locate the item or give me any time line of when they expect to receive the item. I can see on the BJS system that the item was sent to them a week ago. Customer service staff are unhelpful, the one I had yesterday was not listening and was joking around with a co worker. Will not be ordering from MADE again.”

Helpful Report

Posted 5 years ago

“Do not use MADE. They do not deliver products, twice they said the item had been dispatched, courier said never received it. Customer service non-existent, they never answer phones or emails, chat gives out wrong info. When I finally got through via phone was told they don't have a complaints department. A month later still no item or refund. Worse company ever to deal with.”

Helpful Report

Posted 5 years ago

Thank you for leaving a review. I am very sorry for the disappointment caused by your journey with us and appreciate the feedback you have provided. We are currently experiencing a very high volume of contact and this is causing a delay in our responses. I apologise that this is the case and I understand this will have caused further frustration. I can see you were in contact with a member of our team yesterday and a refund has been processed for you today. You will receive separate confirmation that this has been processed. Please do not hesitate to contact us if we can assist any further. Kind regards, Zoe

Posted 5 years ago

“I would never deal with made .com again I am stuck with two chairs the wrong colour . NO customer service. NO one ever answers the phones. I am unsure that my written queries are being received as no one ever responds. It seems that there is a sophisticated complaints /returns procedure in place but it is designed to be so to be so to be to be so difficult that we give up . Disgrace do not know how they get a way with it .”

Helpful Report

Posted 5 years ago

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 that we have contacted you today and as soon as we have heard back from you we will resolve this as quickly and as positively as we can. Kind regards, Zoe

Posted 5 years ago

“Only delivered half of my bed! Then tried to call them. Was on hold for 15 minutes then briefly spoke to person then put on hold. Then the line cut off after 40 minutes. Rang them back and then put on hold for another 20 minutes and then when somebody finally answered they said they were having technical issues and he couldn't hear me. After 5 minutes I hung up in frustration as he could not hear anything I was saying. No live chat option on the website despite what is says and complaints via email; take 3 working days to respond. Now left with no bed and a wasted a morning.”

Helpful Report

Posted 5 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 with an update. Kind regards, Zoe

Posted 5 years ago

“Very disappointed. Floor lamp arrived on time but doesn't work. I have tried to call several times and nobody answers. E mail is an automated response saying I will be contacted within 3 days. This was over a week ago. The website says there is live chat but this is unavailable. Very quick to take my money but now impossible to contact. I would not recommend this company.”

Helpful Report

Posted 5 years ago

Hi Jane, Thank you for your review. I am very sorry that you have not been able to get through to our CS team this is due to a high number of contacts due to our recent sale. We are currently putting corrective measures in place to ensure all emails are responded to as soon as possible. I can see a member of the team has now been in contact with yourself and if you need anything else please do not hesitate to get back in touch. Kind regards, Zoe

Posted 5 years ago

“Sofa was delivered with a broken leg, delivery man took photos and claimed that Made would be in touch regarding the broken leg and send a replacement. I had to contact Made 5 days later send in photos of a completely broken leg, only to offered a replacement in 8-10 weeks or 45 POUND compo. Can’t repair it so had to go with replacement.”

Helpful Report

Posted 5 years ago

Dear Barry, Thank you for taking the time to leave a review. I am very sorry to see your experience has not been to the standard we would expect whilst shopping with us. I will be in contact with yourself by 5 pm today to resolve this for you as positively as I can. Kind regards,

Posted 5 years ago

“I bought a bunk bed and a mattress 5 weeks ago. I called after 4 weeks to catch-up the order. Was told the bed went missing/ lost by courier and a new one was ordered. I had the issue with the mattress and wanted to exchange it for a larger one was told I must pay £44 for the collection of the old mattress even though the same courier were delivering the new mattress I wanted. In any other shop this would be a direct exchange.”

Helpful Report

Posted 5 years ago

Hi Fatima, Thank you for providing feedback on your experience. I have had a look into this for you and waivered the collection fee on your order due to the issues you have faced on your journey with us. Please accept my sincere apologies and if you have any further issues please do not hesitate to contact us. Kind regards, Zoe

Posted 5 years ago

“Ordered double bed, which was not dispatched in time. I called customer service twice. Both times in 7 days apart they claimed, bed is already with delivery company and they will contact me. My order is simply not possible to cancel. After all I wrote email (mentioning consumer law) to cancel my order and manage to get bed elsewhere. Suddenly bed is dispatched to delivery company after my official email cancellation. Is this only to rob me for money for delivering and administration fees (30 Pounds or more) ?”

Helpful Report

Posted 5 years ago

Hi Peter, 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, Zoe

Posted 5 years ago

“Ordered a standard sofabed from made.com and 3 months later - it is still not delivered. Not only that, its estimated dispatch date on the website is still 10 days ago. Got on the phone with customer service who was both unhelpful and rude. I do NOT recommend purchasing anything from made.com as you can expect to not receive it for months with unhelpful customer service.”

Helpful Report

Posted 5 years ago

Good Afternoon Monica, Thank you for taking the time to leave a review and provide feedback on your experience. I am very sorry that you are disappointed with the service received. I can see that the account holder has been in contact with a member of our CS team who is awaiting a response and once this has been recieved we will ensure this is resolved as quickly as possible. Kind regards, Zoe

Posted 5 years ago

“DO NOT SHOP AT MADE.COM i am awaiting a delivery of my couch for over 8 weeks. they said it is due to them changing warehouses but this is unacceptable as we have a baby on the way in a few weeks- and we planned for this purchase well in advance. what is worse is that no-one even had the decendy to inform me! i have to constantly be calling and checking in!!!!! and they say there is nothing they can do. Pathetic service hiding behind expensive online marketing. Never will i shop here again!!!”

Helpful Report

Posted 5 years ago

Hi Dearra, Thank you for taking the time to leave a review. I am very sorry for the experience you have had whilst shopping with us. I can see you have been in touch with a member of our CS team on Monday who has offered compensation for the delay along with an update on your order. I will ensure someone follows up with yourself with regards to an update on your order. Thanks, Zoe

Posted 5 years ago

“I don't like giving negative reviews especially when i have had good customer service in the past. That was some time ago. This time things have been very different. I ordered 4 items in April. 3 arrived fairly quickly but the lamp in this delivery was poor quality and also faulty. It was collected from home at my request but i had to stay in all day with no time slot given. I waited 12 weeks as expected for 8 dining chairs to arrive. Long wait but expected and that's fine. However, only half the order arrived so i declined delivery as I did not want the hassle of having to try and sort out the rest of it. This was on the 30th July. It is now almost 4 weeks later and I am still waiting for the money to be credited to my account. This despite several phone calls and emails. No apology even recently when they also got the amount to be credited wrong. Zero interest in taking responsibility or providing customer service. I won't use them again but am really disappointed.”

Helpful Report

Posted 5 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 and a refund has been processed. Please do not hesitate to contact if we can assist any further. Kind regards, Zoe

Posted 5 years ago

“Horrible customer service and false advertising. 100% cannot recommend buying from made.com After ordering our product the money was immediately withdrawn but the product never arrived. After inquiring several times at the customer service and waiting for hours in the hotline we were informed that the product had been lost. No information throughout the whole process unless we directly contacted made.com ourselves and even after made.com had lost the product no steps were taken to properly inform or reimburse us. I was initially drawn to their cool designs but am absolutely appalled at the way customers are treated at made.com. Will certainly never order from made.con again and can only recommend taking a look at their Facebook page to see all the other disappointed customers facing the same problem. Very surprising that the homepage of made.com still shows an average of 4 stars from Trustpilot when the majority of reviews on the German and English site seem to be negative...”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave a review. I am very sorry to see you have had a poor experience while shopping with us. Would you be kind enough to advise of your order number so we can take a further look into this for you and resolve as positively and as quickly as possible? Thanks, Zoe

Posted 5 years ago

“If I knew now what I know I would not be placing any orders with this company. I have been so utterly disappointed by this company from the delays in dispatching items to items disappearing (i.e. lost )to the item finally arriving damaged. I ordered something with a 7 day dispatch. Ok fine. Item was dispatched but never received by the courier. 1 week goes by so I contact them and the courier and it's basically each one saying they don't have it. So a decision is made to re order the item. Again wait 7 days. Ok fine. Item is dispatched late. It was supposed to be Friday but was Monday. This time it's different and almost immediately I get an update from the courier regarding delivery day. This is something I never received the first time around. Item comes 2 days later on Wednesday. No problems with courier. They were fine. Box was not damaged. I open the package and my item was damaged. It was a fully assembled piece. The damage was made during the manufacture of the product. Why was this not factory checked before leaving? By the way it's made in China. I don't have a problem with that but surely it should be checked. Also the product is mostly veneer. The veneer chips really easily, worse than other flat pack furniture from high street shops. Ultimately it will be too much effort to send back so I agreed to a credit voucher. I'm happy with that but means purchasing from them again so I will see what happens. If I realised all this I would never have bothered. It's caused me so much stress over the month. I have another order with them which I made back in June with a 3 month wait. I seriously hope this one is ok since it's too late to cancel. Can’t fault their twitter team though. They are much better than the phone line and you get the problem dealt with swiftly.”

Helpful Report

Posted 5 years ago

Dear Sammie, Thank you for taking the time to leave your review. I am very sorry to hear that you have had such a disappointing experience. I have requested that a senior member of our team gets in contact with you by close of business today. Thanks, Zoe

Posted 5 years ago

“Terrible delivery and support. Ordered chairs from Made.com on the 1st of June. Mid July I was given a dispatch date of the 29th July. This date has come and gone. Called them 8th August (and waited 45 minutes to get through) and was told they are in the warehouse and will be dispatched soon. 22ng August and I'm still waiting. No response to emails and trying to call is a nightmare (currently been waiting 50 minutes). I wont be ordering anything from this company ever again. Useless customer service, and lack of communication. Tell you what you want to hear then don't deliver on promises. I actually like their products but I'd recommend going elsewhere. Order No. 102238539”

Helpful Report

Posted 5 years ago

Hi Richard, Thank you for your review. I am very sorry for the disappointment caused by your experience with Made. I can see a member of our team is currently dealing with this for you and will keep you updated. Thanks, Zoe

Posted 5 years ago

“Having a terrible time getting hold of anyone regarding our order which was 6-8 weeks delivery but has now jumped to 16+ weeks without any explanation. Tried phoning multiple times, emailing and now Live Chat seems to be gone - total nightmare. We had such a good experience with Made.com in the past but after this we've lost all confidence in them :(”

Helpful Report

Posted 5 years ago

Hi Claire, Thank you for your review. I am very sorry to see your order has become delayed and you have lost confidence in Made. I can see that a member of our team has been in touch with you today to resolve this for you. Thanks, Zoe

Posted 5 years ago

“Quality of products - we were happy apart from one issue over the chair legs, but that is personal preference. Delivery - we had to be patient it took several weeks and 3 separate deliveries to complete the order- but all the pieces arrived ! clearly better than some other customers experienced.. Customer service - not great. We actually wanted to leave some constructve specific product feedback about the chair legs, and we can see that others have left feedback about the products on the website. But how did they do it ??? There doesnt seem to be a link on the website so its a mystery how the reviews get there. We emailed the company, and we were sent a link to purchase instead. We phoned the company - the automated system was appalling. I could hardly hear it; it didnt give an option to simply ask a question so I had to randomly select one otherwise I'd never speak to anyone. Person I spoke to had no idea how to help - he was "after sales" customer service ! Thanks goodness it wasnt a real problem..”

Helpful Report

Posted 5 years ago

Hi Mike, Thank you for taking the time to leave a review. I am disappointed to hear your experience with us has not been to the standard we would expect. A member of our Customer Service Team will be in contact with yourself today to discuss this further. Thanks, Zoe

Posted 5 years ago

“Appalling. Received a damaged chest of drawers 7 days ago - still awaiting someone to respond to my countless emails. Equally frustrating is no one answers the phone.”

Helpful Report

Posted 5 years ago

Morning, Thank you for leaving a review and I am sorry for the frustration caused by your experience. We are currently experiencing a high number of contact following the Summer Sale and we are currently working hard to ensure we get back to every customer as soon as possible. If you would be kind enough to provide us with your order number we will contact you directly to resolve this. Kind regards, Zoe

Posted 5 years ago

“Delivery date keeps changing, you end up getting your furniture weeks later than what's advertised on the website :(”

Helpful Report

Posted 5 years ago

Dear Josefina, Thank you for leaving a review and I am very sorry for the delay on your order. Please, would you be kind enough to confirm your order number so we can get in contact with you directly? Kind regards, Zoe

Posted 5 years ago

“The designs are good. But the construction is cheap and fragile. I bought a Lucien drawer cabinet, made of solid mango wood, so I figured not a lot can go wrong. But the materials holding it together, are cheap and indurable. The bolts quickly gave out while screwing them on, and one of the legs gave out and broke in half during assembly.”

Helpful Report

Posted 5 years ago

Good Morning, Thank you for taking the time to leave a review and I am very sorry to see you are unhappy with the quality of your item. I can see our Dutch team have now been in contact with yourself to resolve this for you. Thanks, Zoe

Posted 5 years ago

“I live in Germany and the service you offer is actually false advertising. I the UK was not leaving the EU. I would have the get after you for false advertising. I am sure you rational size this with the problem being with your delivery service Rhenus.... Everything on paper looks correct: We have sent your stuff, then a delivery receipt saying date unknown for arrival. I wrote twice and got an apology and someone would be in contact when they spoke to the delivery company Rhenus. I tried on many occasions to call myself, but this business that never answers their hotline. MADE.COM in my opinion needs to advertise fairly or say up front orders for Germany may take extra time due the fact we can't find a dependable cooperation with a German delivery company.”

Helpful Report

Posted 5 years ago

Good afternoon, Thank you for taking the time to leave a review and I apologise for your disappointing experience. I have contacted our German Customer Service Team who will be in contact with you to resolve this for you. Thank you, Zoe

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews