MADE.COM Reviews

Name: MADE.COM
Rating: 1.38

1.4 Rating 634 Reviews

8 %

of reviewers recommend MADE.COM

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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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“Bought a small Oak Table Fijord. Excellent great price easy to put together. Looks amazing. So pleased with my purchase. Easy sit 4. But clever design. Well done made.”

Helpful Report

Posted 6 years ago

“Returned two items on some day as received in same single packaging they arrived together in (cushion and matching throw). Travelled 8 miles to Halfords drop off DPD point. Had to chase a refund as didn’t hear from them. Eventually got refund minus £10 processing fee. Rip off. Won’t be purchasing from a Made.com again.”

Helpful Report

Posted 6 years ago

“I feel massively let down by Made.com, our family has been left with no seating in our living room until we can order a replacement from elsewhere which may take months. After waiting 4 months for a sofa and 2 armchairs to be delivered, the armchairs were delivered, not the sofa. All items were ordered in a single order so I had expected them to arrive together. However, feeling reassured by the status on the website of 'Being prepared for dispatch' we gave our old furniture to a local charity. After a couple of days had passed the sofa had still not been dispatched, despite still having a status of 'Being prepared for dispatch' on the website. I contacted Made.com who then took a few more days before replying to say the sofa had been out of stock when we originally placed the order, this was 4 months prior and I've seen the status changed from being 'Manufactured', to 'Shipped' to 'Being prepared for dispatch'. Made have offered to collect the armchairs (another day waiting in) and refund the order once they arrive back at the warehouse, along with a £60 voucher. We've waited 4 months, decorated the living room and bought furniture based on the choice of sofa and armchairs. We are now left having to find new furniture to fit the same dimensions and wait for it to arrive, which is unlikely to be before Christmas. I find the conduct of Made.com wholly unacceptable.”

Helpful Report

Posted 6 years ago

“I'm extremely disappointed with the customer care I have received from MADE.COM. My father, who past away last month ordered a rug on the 24th July 2018. The rug is still undelivered - 20th November 2018. (Current lead time - to be dispatched within 2 working days). I have emailed and spoke to the customer care team in September and never had a response regarding the whereabouts of this rug. My father's funeral was yesterday and I have rung up customer services again today to explain the situation. I am still not being allowed access to the account and they will only allow access if I scan and email them a copy of his death certificate. Due to the sensitivity of the matter and the relative insignificance of this item - a 100% polyester rug, I am not willing to send them the death certificate and would appreciate some integrity on their behalf in this difficult time. They claim under Data Protection Laws, they are not allowed to give me (his daughter) access, even though I was willing to send them my proof of identification. I understand the privacy issues involved, but other furniture companies have been extremely understanding of the situation and have not denied me access in these circumstances. When I wrote to them on their Facebook page after they refused to help me, they said that if I sent them a Direct Message with the order number then they would discuss my options with me. Either it's against Data Protection or not. The statement shouldn't be retracted when a customer is forced to share the experience over social media platforms.”

Helpful Report

Posted 6 years ago

“Purchased the 3 seater Scott sofa Took slightly longer than stated to arrive, however delivery was smooth with 3 hour slot confirmed on the day before and a phone call 45 minutes before arrival. Sofa was a pleasant surprise, and we are very please with it.”

Helpful Report

Posted 6 years ago

“Complete shambles, incompetent staff, cheap crappy furniture for the price point. Ordered black chairs that are grey. Grey arm chairs/footstool that are a weird green colour, customer service worst I’ve received!”

Helpful Report

Posted 6 years ago

“The first piece of furniture I’ve ordered from Made and probably my last. They offered to replace the broken bit of furniture they sent which seemed fair. What seems ridiculous is their absolute incompetence in arranging collection of the broken bit which, despite me asking 3 times, was not collected with the new delivery. They then seemed to think it acceptable to suggest various random delivery times for me to be in to let them collect the old piece. What a waste of everyone’s time. None of the staff could explain why they hadn’t collected the broken unit despite me asking. Still unresolved.”

Helpful Report

Posted 6 years ago

“Didn't deliver within the estimated timeframe (10-12weeks). First time when they were going to deliver (at 15 weeks), the delivery company turned up without our order (we are talking about a 3-meter long sofa, can't get my head around how a delivery company can turn up to deliver, not realising they are missing a 3-meter long item). The second time they tried to deliver (at 16 weeks), they delivered the item with missing parts. The missing parts have still not been delivered. This was a £1000 order, which was paid since they one, we have now waited for 17 weeks, spent 1,5 days of our time on the messed up delivery (because we had to be at home), not to mention the amount of time we spent on the phone talking to customer services. As things stand atm, customer services offered me to refund us for the delivery charge of £39 or to send a full refund. It's just a click for them, but how am I compensated for the bad experience and the time lost and the additional purchase I had to make, because were unable to supply the goods I paid for 17 weeks ago. Very bad experience, unacceptable, this is a joke!”

Helpful Report

Posted 6 years ago

“I have ordered 100% Linen bed set. When I got the product one of the labels sais 100% cotton and the other 100% linen. Very confusing. So not sure what I have now. Delivery time was very quick though.”

Helpful Report

Posted 6 years ago

“I made an order for some lights on 22nd Oct . I was told delivery would be in 5 days. After 10 days i chased and was told they would be delivered 3 days ago (Noc 2nd0. I took a day off work amnd waityed in. I tracked the van and coulkd see it was 3 roads from me. It didn't arrive and I then got a message saying they couldn't find my address (I live on a normal road in London). I asked for a re delievry to my work. I was told it would be today. Still nothing has arrived. Customer service is unapologetic and unhelpful and the live chat is a robot and can't help.”

Helpful Report

Posted 6 years ago

“I placed an order on 20 October for a rug costing £499 and I received a text confirming that this would be delivered on 23 October. At 7pm on 23 October, I called MADE to chase the delivery and check timings as I had spent the day at home waiting for the delivery and had to go out. At that point I was told that the delivery hadn't happened and that the new delivery date would be 25 October and I was sent a text confirming this. Yet again on 25 October, I took the day off work and waited for the delivery. When I called early afternoon to ask for an estimated time, I was told that the rug hadn't left the warehouse yet as they hadn't been able to find it! So twice, I stayed at home waiting for the delivery and twice they failed to deliver. At this point, I had had enough and said that I wanted to cancel and get a full refund. I then received an email saying that the request for a refund had been processed and that this would take place once I had returned the goods to them ?! To date, 2 weeks later I am still awaiting the refund. Frankly, I am shocked that: 1. they took payment before they had shipped (or even located) the goods. 2. that nobody had the decency to notify me that delivery wasn't going to happen on the agreed date (especially given what happened the first time) I won't be ordering anything from Made.com again.”

Helpful Report

Posted 6 years ago

“I purchased a dining set: table, benches and chairs from made.com in nov 2016. The chairs broke instantly so I was sent replacements. Over the next year all items gradually started to fall apart. I sent photos to their customer services team who eventually sent out a technician. A manufacturing error was concluded and I was advised by the technician not to use any of it for safety purposes. That was months ago. I chased and chased made.com to enquire what they would do. Eventually they got in touch to accept the liability and offer me a depreciated refund. No replacement or repair was offered. Of course their customer services rep tried to push me to use my refund & put it towards buying a new dining set from them, to which I refused. The whole thing has been a horrible experience, terrible customer service and UNSAFE products that they will take liability for but won't refund fully. Do not buy from this company - the products look nice but are made terribly.”

Helpful Report

Posted 6 years ago

“Horrific customer service that exists for the sole purpose of frustrating the customer until they simply give up. Absolutely everything I have ordered from them has had an issue and customer service makes it that much more painful. My most recent experience, however, is the final straw. A rug I bought started falling apart from the day I took it out of the packaging and they are refusing to acknowledge it is defective and accept a return. NEVER AGAIN MADE.COM!”

Helpful Report

Posted 6 years ago

“Moved into a new home so carefully selected products which could be delivered pre Christmas. Arranged delivery date which came and went and no call. Finally arrived mid January. Product quality so poor much better quality in Ikea for a fraction of the price.”

Helpful Report

Posted 6 years ago

“The furniture looks great, the design is good and its structure is solid but be aware of the fabrics! They start changing colour and no, it was no stains or sun discolouration or mould. It looks like... diluted bleach drops. When contacted made.com first messed me about, then took ages to give me a solution and finally said it was not a manufacturing problem. And no, it was not a manufacturing problem... is the materials selection, fabrics are not reliable so if you are buying a £800 sofa that is going to be shadowy that looks dirty in less than 4 years use, you might want to consider somewhere cheaper. I will.”

Helpful Report

Posted 6 years ago

“The worst customer service I’ve ever experienced. After 3 months of waiting for my table and bench they both arrived with damage. I called to raise a complaint and have since been promised 3 call backs, none of which have been met. I’ve been told that I cannot speak to a manager/team leader by all three customer service agents. I’ve emailed a complaint FAO manager and received a standard copy and paste response from another customer service agent that clearly did not read my email!! I have a bed on order which is getting cancelled and plans to order lights and a sofa will definitely go ahead! Swoon editions have impeccable customer service and a certainly a company I will place my future orders with. Made.com are happy to take your money but do nothing other than get you damaged goods to you!!! Shocking service!”

Helpful Report

Posted 6 years ago

“Terrible! Ordered several items and then informed they were not available and still waiting for a refund. Avoid!!!”

Helpful Report

Posted 6 years ago

“I gave 1 star only for delivery. I bought a sofa bed and an ottoman bed that looked very nice on the website. Once I opened the packages I decided to send them back before even assembling. The quality is so poor, the stitches are really bad, the textile is horrible on the sofa, and it is very uncomfortable, worse than the cheapest ikea sofa. I don't know what I was thinking ordering furniture online but I definitely didn't expect it to be this scandalous. Now I have to go through the return process, pack them and hope to get my money back!”

Helpful Report

Posted 6 years ago

“Completely incompetent customer service staff (thanks for nothing 'Nana', 'Karin' and 'Shawn'). I was told that delivery of two items could be arranged so that both were delivered together (to avoid me having to take multiple days off work). Also told that I would be contacted by delivery partners ahead of time to arrange suitable date. I had to chase up Made.com for updates, they hadn't bothered to tell me that one of the items had been delayed so I had to arrange for one off delivery all over again. Delivery due this week, no word from deliverers so asked Made.com for info. Got an email back saying they understood "how frustrating it can be dealing with delivery partners" and that was the extent of their help after taking my money. DPD, without notice, attempted delivery while I was at work so I rearranged for today and took a day off work. One package arrived. Contacted Made.com to find out where my second delivery was and after being put on hold for ages, was told that a delivery company who works for a different company had my furniture. Made.com never had any intention of arranging one delivery for my items so their staff effectively lied to me on more than one occasion. In the end I had to contact the third party delivery company myself and locate my order. DO NOT ORDER FROM MADE.COM UNLESS YOU DON'T WORK AND CAN SIT AT HOME ALL DAY WAITING FOR A DELIVERY THAT MAY OR MAY NOT ARRIVE AS YOU THINK YOU HAD ARRANGED. I now have to take another day off work for second part of my order. THEY COULD NOT CARE LESS ONCE THEY HAVE YOUR MONEY.”

Helpful Report

Posted 6 years ago

“Website and password reset does not work properly .takes way too long for products to be delivered. Very bad experience.”

Helpful Report

Posted 6 years ago

MADE.COM is rated 1.4 based on 634 reviews