MADE.COM Reviews

Name: MADE.COM
Rating: 1.38

1.4 Rating 634 Reviews

8 %

of reviewers recommend MADE.COM

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how MADE.COM made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Placed an order for an armchair at the start of the month with the promise of delivery by Christmas. Lots of emails and texts updating me on the delivery which was booked in today for a morning delivery slot. Phone call from the courier at 8am to say there had been a “stock issue” and they could not deliver. Made say the courier has “lost” the chair. New delivery date 4-6 weeks. Order cancelled. Don’t waste your money.”

Helpful Report

Posted 6 years ago

“Oh dear, I am soooo frustrated and disappointed. Nothing has gone right so far, apart from made.com taking money from my account for a sofa I am still waiting to receive. Please made.com find another delivery company ArrowXL are absolutly awful. Listen to your customers and their terrible experiences at the hands of your delivery partners. I placed an order for a corner sofa on 22 Nov, with intructions that my sofa will need to be delivered in a small van due to narrow driveway. This was completely ignored. Wasted a whole days annual leave waiting for said delivery, don't even think the delivery lorry bothered to turn up and no phonecall from the driver to say they can't access the property and will have to return sofa to the depot. After trying to get through to Arrow XL customer service, finally get through to be told they couldn't delivery because a 7 tonne truck couldn't access my property. Had to rearrange another date for a small van team to deliver. Waited another two weeks, was given another date, was told it would definitely be delivered before xmas, only finding out when i rang on the delivery day that there had been a mix up and my sofa was not loaded onto the small van for delivery that day. Another whole day's annual leave wasted. This was on 15 Dec. So again, Monday 17 Dec, having to make way to many calls to Arrow XL, to try an rearrange a delivery date. Still waiting for a delivery date. It would be a miracle if A. Someone does call me back, B. I get a delivery date before xmas eve, C. It actually gets loaded onto the van. D. The delivery team actually manage to deliver it to my property. I have been without a sofa in my new home since November. Was going to order more items from made.com, but not anymore. Love the brand, but really, really, really hate my customer experience to date, so frustrated with the time I am having to spend to chase a delivery. Even more annoying is I live 15 mins from one of their showrooms, so could have gone round and picked it up myself if they could deliver there. Think twice before ordering from made.com, delivery is a huge problem!! Who knows if i will ever receive my sofa. Really don't want to go down the cancelling my order process, but I may end up having to.”

Helpful Report

Posted 6 years ago

“Purchased a wardrobe for £550 on the 20th July which was due to be delivered on the 26th October. I was told that I would be contacted to arrange a suitable delivery time, that didn't happen and I had to chase them. I eventually received a call after my scheduled delivery time and the earliest delivery was the 23rd of november (4 weeks after the original due date). When the unit arrived, it was damaged and again I was told I would be contacted to rectify the issue. This call never came and I had to chase Made up again. I was offered a £50 partial refund or a 4-6 week wait for replacement parts. I have had to take another day off work to let the company in to dismantle and reassemble the wardrobe with the new part. This is not the level of service you expect when spending this amount of money, multiple phone calls and emails, 6 months delivery time, product not fit for purpose. And given the price of the item, the wardrobe is flimsy I honestly believe IKEA wardrobes I have purchased in the past have been better build quality. AVOID”

Helpful Report

Posted 6 years ago

“I ordered a mattress and bed on 4th December, partly because of the short dispatch time. Estimated dispatch to courier dates were 8th and 9th December respectively. I heard nothing, so contacted on Friday 14th Dec, where I was told a check would be done with the warehouse and I would hear back within 48hrs. Why it would take this long, I've no idea...... I didn't hear back. I wrote two emails this morning, following up. I didn't hear back. I phoned. Employee went to his Supervisor and returned to tell me there had been a technical issue (whatever that means) in the warehouse and my order had been cancelled. I was offered re-order (no suggestion of MADE doing anything to help given the circumstances, even having mentioned this was for my daughter, who is currently on a mattress on the floor - we have just moved). I asked for a refund. Notification of this was issued promptly, though MINUS the delivery charge! I phoned yet again and was you have to run this back through finance as a part-refund. I will apparently receive notification of this at some point. I checked and this will be on record, that I've asked for this to be refunded. Nice people, but pretty inept - the whole thing. I am very unhappy about the bed and mattress (being told bed could be reordered and dispatched within 5 working days, but that the mattress would take 4-6 WEEKS!). Very unhappy and now my daughter doesn't have her new bed. I didn't reorder, because of the time-scale and because I don't trust you to do this properly now. I have ordered from MADE before and despite long lead times in some cases, I tend to like the products. We HAD planned to buy a good deal more stuff from MADE, but given this atrocious non-effort on your part, we won't.”

Helpful Report

Posted 6 years ago

“Terrible customer service. No complaints procedure”

Helpful Report

Posted 6 years ago

“I have been a loyal customer of the made.com and bought quite a lot of products from them. But recently I have faced the worst customer service I have ever seen in my life. I bought a sofa that I did not like and I requested a return. The collection was done by BJS in the middle of October from Ireland and I have not received the refund yet. Every time I contact made.com about this, they continue to claim that BJS did not collect anything and they refuse to make a refund for the sofa which I do not have. This looks like either BJS made a mistake and lost the sofa, or maybe someone from its employees even stole it. Regardless, made.com can neither find the sofa nor provide a refund. The conclusions I have made: made.com is not customer oriented at all and it will try to hold a customer responsible for the ineptitude of a courier service that they have selected themselves. I am done with them and will never again buy anything and would not recommend made.com to anyone. I have lost my money and a lot of time on this.”

Helpful Report

Posted 6 years ago

“Terrible experience ftom start to finish. Due to the colour being called ‘Midnight Grey’ snd looking very grey on the website I didn’t order a swatch. End result a rather blue chair that completely clashed with the room. So to return. No help or admission of potential confusion by Made.com ans had to pay £25 delivery, £44 return and they still owe me £375 even though they collected the chair nearly 2 weeks ago. Shockingly bad service.”

Helpful Report

Posted 6 years ago

“Order wasn't delivered. Made weren't particularly bothered and I had to go through the whole ordering experience and wait another 6 weeks. Wouldn't have bothered but I want that particular table!”

Helpful Report

Posted 6 years ago

“If you’re considering buying from MADE.com, I would trust the reviews posted on this forum over Trustpilot. The reviews on Trustpilot look desperately fake, with 5* reviews being posted once an hour from people who aren’t verified users. Personally I’ve had an awful experience with this company. Incredibly expensive but by the looks of the items on the website, I thought it looked worth it initially. Turns out it’s not even their own stock and even then, the quality is not up to scratch. I ordered a dressing table which took 2 months to arrive and the quality is poor. Alongside ordering a dressing table, I ordered a £300 coffee table. The order was dispatched and I was given a delivery date however the item didn’t arrive. I was then told the coffee table had gone missing which resulted in MADE and the 3rd party courier blaming each other for it going missing. Eventually, MADE accepted that it was missing in transit. Neither MADE or the 3rd Party courier, BJS, chased my order for me to see how or when it had gone missing. I had to chase for almost a month by calling and messaging on social media, I have no doubt my order would have remained missing and MADE would have kept my £300 unless I had chased my own order! This company takes your money straight away, advertises stock that they don’t own or don’t even have in stock for months to come, offers poor quality items, work with shoddy 3rd party courier services and lastly, offer ridiculously long delivery times that are beyond a joke. MADE - if you’re going to take hundreds or thousands of pounds away from people and in return give poor customer and delivery service, people will go elsewhere. It’s really that simple. I can pay less for similar items at another company and still get a better delivery service, which I’ll be doing in future.”

Helpful Report

Posted 6 years ago

“Hi all, Hope you are well and sorry for my direct approach but I thought I need to bring this to your attention. This year, I have moved into my new apartment and was so excited to decorate my new place. I have ordered two sets of chairs around a month ago. My partner loved other ones from habitat and they could be delivered in 10 working day but he let me order the ones I love from your company. The order process has been easy and smooth and your website did promise if I order by then, I would get it before Christmas so I ordered them with peace of mind and guaranteed him that we will have chairs for Christmas. I ordered the chairs on 6th November and on 7th of December I have received an email saying the chairs have been dispatched. I waited few days for Arrow XL to contact me. They didn’t and contacted your customer service, first response I get from your team is I need to wait for them to contact me. Again I tried to email your customer service, same response came back and then I had to call your customer service and told them that I really need to get these booked in as I don’t have dining chairs at the moment and really need it for Christmas. One of your colleagues Shawn got back to me and said the best available date for arrow Xl to deliver is 24/12. And Paula took cover the case on 11th December and sent an email confirmed that my chairs have been booked for 15/12 this Saturday. I was cautious so called Arrow XL today to double check and they said they couldn’t find the orders, then I called Paula again and she said my order is actually no longer available as you sold me the stock which you don’t have. I was in tears when I heard this. She then offered me of £90 compensation however that’s based on I need to accept to order the chairs again and accept the delivery date for 09th March. ( Which is 4 month away). If I don’t accept this, I won’t get anything and I will be just screwed and no one from your team even care. For all this time I was waiting for the order and excited about I would have chairs for Christmas and it’s two weeks away to Christmas. I have been forced to accept more than total 5 months wait time on the chairs or nothing. And now I don’t have the chairs for Christmas. Made.com used to so good, and now you have become very cold blood and never feel how your customer feel. It’s all about sales and profit. Along the way, no one has spotted the error and left me to chase and call so many times and found out the error. For this huge mistake, your team has dealt this very poorly. I’m in tears all day today just to think that I won’t have chairs for Christmas. I have always loved your products and purchased my first sofa with you years ago. At that time Made was brilliant, I think it’s probably you guys have just started the business. After many years, I still shop at yours but I am feeling massive let down this time that your team hasn’t really valued customers. Sorry to bring you this negative feedback but I do wish Made.com will grow and grow so I must let you know that being a loyal customer, how I really felt from this experience so I wish to bring this to your attention. Order no. 101866445 Thank you very much. Best regards”

Helpful Report

Posted 6 years ago

“The sofa looks ok (small nick on the front in material forms knife I'd say but I guess I've signed now so no recourse - as the friendly (not) notes from the delivers point out. But the joke is - it's not MADE! Didn't realise til the deliverers had gone - The legs are not attached! and the holes are covered with fabric. There are rubbish markers and poorly drilled holes underneath which don't line up with each other! and having tried for more than an hour I can not get them to screw in properly - so so far I can't use it - great! What a waste of money. Will need to purchase an electric screwdriver at least and maybe a person to do it. Also the delivery drivers trod mud everywhere because they are unable to remove their shoes apparently for health and safety reasons and you can't really put a covering on the stairs for health and safety reasons too - not nice when we have a crawling baby. Next time I'll opt for Ikea because even though your stuff looks nice you have to make it yourself anyway and foot the cost for that. At least you expect that from IKEA...”

Helpful Report

Posted 6 years ago

“I've ordered a sofa with "5 days delivery". There have been 20 days but still, it has not been delivered. I called delivery company and they said they don't have anything to do. I am waiting for the refund for another product about 10 days also.”

Helpful Report

Posted 6 years ago

“Ordered two chairs. One arrived damaged. Rude customer service ordered a replacement. It arrived even more damaged than the first. They then said they would refund me for both chairs but I would have to pay them to collect them. I refused. Finally collection sorted. They didn't arrive. This all took months. Now have to sit on garden chairs for Christmas. Never ever buy from made.com”

Helpful Report

Posted 6 years ago

“They overpromised on delivery times and we ended up waiting 14 weeks for delivery. They put the wrong code in on their end, for a different material, so after 14 weeks wait, we didn't even get what we ordered. We now find ourselves without sofas and having to start all over again as they say it would take another 12 weeks to get a new order - and of course no speedy refund even though it's been their fault all along. Wouldn't touch them again with two barge poles end-to-end. Appalling customer service where not even an apology was forthcoming”

Helpful Report

Posted 6 years ago

“My wife took delivery this morning of our brand new bed, before Xmas, as promised. Unfortunately the bed was broken in the box, with a leg completely snapped off and the varnish chipped on areas where there was exposed wood. Furthermore, the packaging was so wet that it was disintegrating when touched and as a result the headboard was soaking wet. I would imagine that when dry there will be a significant tide mark. The delivery company refused to put it back in the van, and even had the gaul to suggest to my wife that it would "be alright because there's packaging inside". I called Made.com to attempt to get things rectified, and that is when the fun really started. For some reason I had the impression that they were a modern, customer focused company. More fool me! The person with whom I was landed first thought it appropriate to explain their business model to me, and blame this for the fact that we would not have a replacement delivered in time for Christmas. She offered me to wait for another 6 weeks for a replacement, a refund, or to be "compensated with a new bed with faster lead time". To me, that last statement screams proper customer service...we messed up, take your pick of what else we have and we will cover any difference as a gesture of goodwill. Oh how wrong I was. Again, more fool me! The only bed available for pre Xmas delivery that wasn't in pink or made from twigs was £200 more than the one we had ordered. Under the circumstances I would say that it is not unreasonable for them to sort out. However, I then received a communication from them that they would be reneging on their offer of a new bed, and would instead give me a £50 voucher, however I would have to go on and order the new bed, and would not receive the refund for this sodden pile of bits until they had taken delivery at their warehouse!!!! This same process applies for a simple return too!!!! Your stuff is delivered broken, you have to send them photos, then store it for them until they collect, and you receive no money back until they are in possession of it. Unacceptable. I have asked to speak with as superior, however I am told I will have to wait. UNBELIEVABLE AVOID AT ALL COSTS”

Helpful Report

Posted 6 years ago

“After 3 months long wait the two seater sofa bed eventually arrived, but the quality is remarkably poor and its nothing like the photo. I feel like sitting on the wood frame very uncomfortable totally not worth the price and the wait, should have stuck with Ikea. At least what you see is what you get.”

Helpful Report

Posted 6 years ago

“Ordered a sofa on their Christmas Box Guaranteed Delivery Before Christmas on 16th November. Got an email today advising will not have for Christmas. Now no sofa to sit on for Christmas! False advertising and now too late to order from someone else. Very poor service and advertising from Made!”

Helpful Report

Posted 6 years ago

“Lovely quality and design at affordable price, specially with the new customer discount. Well packaged for safe transit. Very happy. Will shop there again.”

Helpful Report

Posted 6 years ago

“Delivery service and customer service poor. We had to struggle with a large ottoman downstairs as the delivery company told us that Made had specified the hallway as the drop off point; we had not specified this ourselves. We contacted the customer services. The manager wasn’t available but were told that he would get back to us. We are still waiting several days later. Sadly this experience has put us off buying from Made again.”

Helpful Report

Posted 6 years ago

“Terrible company - none existent customer care or aftersales - corner sofa welded leg fell off after 17 months - engineer visit after sending images who confirmed this could not be fixed - promised new leg set - then told leg set not available offered a part refund to keep the sofa but refused to state what the part refund amount would be - what good is a sofa with 3 legs - offered return then told as sofa has been in use we would not be entitled to a refund in full and offered a partial refund sofa collected by rude unhelpful collection company who trailed mud all over carpets and living room rug then asked if they could “stuff the sofa out through the living room window” - told to take sofa the way it came in easily ie through the door - 3 weeks later despite repeated promises of a refund being paid still waiting - one excuse after another - fobbed off repeatedly and despite emails and calls no refund provided - this is by far the worst company I have ever had the misfortune of dealing with - they have absolutely no concept of customer satisfaction, their products are not fit for purpose - I would never consider purchasing another item from them again - potential buyers beware - they also would not state at any time what warranty or guarantee their products have despite asking this verbally and via email - rubbish company - rubbish products”

Helpful Report

Posted 6 years ago

MADE.COM is rated 1.4 based on 634 reviews