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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“I ordered to items by made.com, one of them got lost and I received in 5 weeks instead of 5 days! and the other one they sent me wrong colour after waiting for 5 weeks!”

Helpful Report

Posted 5 years ago

“Not a good experience at all, look a little further for your new bed. The Mara bed 160x200 cm is not 160x200 cm, but rather 170x210 cm. It is really a beautiful bed, but finding a suitable mattress for this will be a challenge.(Read: Not possible) Unfortunately, not only was the bed too large, but there was also damage to the headboard and a slat of the slatted frame was already broken when I unpacked it. The bed has also been "lost" for over a week. No person who knew where the order was. "Fortunately" I got the following options: - Free return (you do have to take it apart yourself, which is more than an hour of work for 2 people) - A return of € 60. This on a bed that cots € 749 + € 60 delivery costs . - Or a credit voucher of € 120. The customer service is also easy to reach, but can't do anything for you. All in all, not a good experience and I advise people to look a little further for their new bed.”

Helpful Report

Posted 5 years ago

“Item never materialised. Made never dispatched.”

Helpful Report

Posted 5 years ago

“I ordered well in advance of my requested delivery date and my daughter booked a day off work to receive. Called on the day to check what time it would be come only to be told it hadn’t even been dispatched yet but would possibly be dispatched in the next couple of days and then delivery date was unknown as we would have to wait to hear from the courier and they couldn’t say when that would be. Customer service agent was hopeless. Very vague, un apologetic and had no answers. I asked her to do something to help. Ie contact dispatch, the courier or somebody to get it moving given the poor communication to day. She couldn’t do anything to help or offer any solutions. Very frustrating experience. We have wasted and day off work and still have no idea when our item will come,”

Helpful Report

Posted 5 years ago

“I purchased MADE bed during online clearance. Not only they provide you with the online order page where you can clearly see the progress of your order and dates, but you also can amend/cancel order at any time without calling in. When I decided to call customer service, they always picked up straight away, not to mention their lines are open until 9 pm on weekdays! Unfortunately I had to cancel my order 10 days later (before it arrived) since bed measurement no longer suited us - MADE processed a refund immediate and funds where at our account in 24 hours. Well done to the team!”

Helpful Report

Posted 5 years ago

“**SOFA SAFETY ISSUES! ** Springs coming out of the bottom after just 3.5 years of light use! My wife weighs 45 kilos and I weigh 66 and we are the only ones that use it. Made.com sent homeserve to inspect my sofa who wrote a report saying it had a manufacturing defect and needed repair. Made.com refused to repair it as they dont have the parts anymore. They told me the sofa needed to be removed from my home for health and safety reasons given the sharp springs so they would need to arrange to come and remove it. They offered me £266 towards a new sofa. The equivalent new sofa costs £1099 so I was told I would need to find £833 to give them to replace it or live without a sofa!! Terrible service.”

Helpful Report

Posted 5 years ago

“I ordered a wardrobe on 5th May and haven't heard anything about deliver until today 9th August, saying it will be delivered on 13th September. No alternative date given, so will have to sit in from 7am to 7pm on my birthday! Very unhelpful lady on the phone didn't make it easier for me. Said I would need to keep a space on the road for delivery. Maybe I would if I was given a shorter delivery period. Overall customer service appalling and I would not use this company again. Feeling really deflated about this treatment.”

Helpful Report

Posted 5 years ago

“Customer services a joke. Still waiting for promised email...trying to get through on phone regarding my delayed item. Rubbish”

Helpful Report

Posted 5 years ago

“The worst customer experience and service I have ever received. MADE sold me a sofa in the sale, that I later found out they never actually had in stock. The sofa cost £500 plus £39 delivery with an estimated wait time of 2-3 weeks. It came to 6 weeks (I had been emailing twice a week for the former 3 weeks to ask where the sofa was, to which I had the response of "this has been passed so our delivery team and we'll let you know when we hear back") - I eventually ended up calling, to which the associate stated clearly that the sofa was not in stock and I would not be receiving it. This company took £539 of my money, and didn't have the curtesy to tell me that I would not be receiving the item, even when I made contact 8 times via email. If I hadn't made contact via phone, I doubt they would've followed this up. This is outright illegal practice. Secondly, when I spoke to someone over the phone, they refunded me for the sofa and some of the delivery charge (not all of it) - and offered me another sofa which was £550. I asked for £50 off and free postage as compensation and given I'll have to wait another 3-4 weeks (also considering this isn't the sofa I initially wanted). The discount codes they sent me didn't work, and again, I have emailed daily to ask for them to amend the discount codes, to which they have ignored my emails. Selling an item that you don't have, and then not informing the customer that they won't be receiving the item is illegal practice, and is unbelievably irresponsible for a large company such as this.”

Helpful Report

Posted 5 years ago

“DON'T DO YOUR PURCHASES FROM THIS COMPANY!!! If you respect your time and money avoid MADE.COM. They have changed our delivery date for a couple of times, so we ended up with delivering date delayed for more than one month, and now after cancelling an order, they are doing fouls of us by not refunding our monies! It is already another 2 weeks when we are waiting and every single phone call to their service line ends up with some ridiculous explanations and empty promises that the matter will be sorted ASAP. If you go through facebook posts you'll find a lot of people complaining about not getting their money as well. a lot of people were scammed! Of course, they reply to your comments just after you leave a negative comment asking to direct message them so they refund you the same day- lie! They will not. Absolutely not a trustworthy company”

Helpful Report

Posted 5 years ago

“This is my MADE story and why I will NEVER order from them again. After ordering a new bed for my daughter, we received only 1 out of 2 packages. Trying to get help via their telephone service was impossible. I wasted more than 2 hours of my life over 4 phones call, but no one even picked up. Then I tried emailing. Finally, after 3 WEEKS of back and forth, I am told that the second package will arrive in 8 to 10 WEEKS. Incredibly bad service and I will never order from MADE again.”

Helpful Report

Posted 5 years ago

“Awful customer service - agents do not know how to process refunds and connect with their delivery suppliers. The amount of time that you spend having to deal with made.com you can get better quality and service from other providers. I do NOT recommend using them for anything and will never use them again.”

Helpful Report

Posted 5 years ago

“Delivered incorrect bed. Half of one bed (the one I ordered) and half from another range. Took another 6 to 8 weeks to get another bed. In the end I cancelled as the dispatch date kept moving. Don't waste your time. Item was also overpriced.”

Helpful Report

Posted 5 years ago

“Terrible service. Purchased £1000 sofa, 10-12 weeks lead time. All fine so far. 11 weeks in we received an email letting us know we had 24 hours to make any changes to outlet delivery, as sofa will be dispatched on 15/07/19. Great, we’ll get rid of our sofa a few days later to a friend of daughter. 19th comes and still not dispatched. I phone customer service, told soda being dispatched today Orr tomorrow at latest, ok that’ll do. 4 days later still not dispatched. I phone again. Sofa will be definitely dispatched within 5 working days. On 5th working day I phone to make sure it’s coming out. I’m told it will be dispatched by end of day. Guess what, still not dispatched!!!! 😡 The website says, dispatch time on said sofa is now 7 working days. This has been on the website since 4/07/19 I informed them of this and they avoided said question like a politician! I told them either the website is lying to everyone, or Made are lying to me. Just apologised and told that the warehouse is a different section so they cannot be spoken for. I feel completely helpless. I mean, what can you do, they have my cash and my sofa. And just tell me it’s definitely coming this time just to get me off the phone, so someone else can deal with me next time. DO NOT BUY from this company. They don’t give a sh## Still no sofa 😩😭😡”

Helpful Report

Posted 5 years ago

“I don't even know where to begin with Made.com. There have been so many issues - but none of these problems would have put me off shopping with them again had their customer service team been nicer to deal with. I ordered a dining table and 6 chairs. Unfortunately, the chair parts were poorly made. Pre-drilled holes were lopsided and some hadn't been drilled all the way. This meant that assembling them was a nightmare. There was a lot of back and forth in calls/emails, re-sending spare parts etc. Even after new parts were provided, I wasn't 100% confident that the chairs were going to last. In the end, a chair broke completely and others were failing after just a second time of use. A Homeserve technician came to review the issue. He concluded that they needed complete replacement due to manufacturer faults (not incorrect assembly). These chairs were out of stock so I asked if they would kindly replace with another set of chairs on their site (and cover the difference). They declined and offered a refund. This would have been ok if the woman hadn't been so abrupt. But her answers to any questions seemed to be: "No we don't do that" "System won't allow it" It was like speaking to a robot reading off a script. There was a complete lack of human understanding. How about apologising at least? In addition to the rude staff, other issues were: * sending the wrong coloured chairs to start * Sending parts to wrong delivery address * Not organising collection when promised * Poor communication with Homeserve so they were unable to book an appointment on several occasions * Organising a collection but not providing DPD with address This meant I was constantly ringing them and chasing them up. But my biggest complaint is their poor customer service. I spoke to 5 or 6 people in total. Only one of them ever apologised for any of the problems that had gone on. Her name is Jo and she was understanding, polite and helpful. She's the only person who seemed to try and problem-solve instead of just saying "no, can't do that". The rest of the team just didn't seem to want to help. At no point stopping to say sorry or trying to think of ways to sort something out. They didn't even seem effective at their jobs half the time. I felt like I had to guide them through the next steps. I can only put this down to lack of training, poor management, stress from too many angry customers, and terrible workplace culture. Either way, I won't be shopping there again. Which is a shame, because if it wasn't for the people I encountered, I would have carried on shopping with them despite the issues. All I wanted to hear was "We're so sorry" or "Let me see what we can do to help".”

Helpful Report

Posted 5 years ago

“My Scott petrol velvet sofa has just arrived and I am extremely happy with it. After reading the reviews on this site I was a little concerned but my sofa which was only ordered last week arrived on time, having been given a 3 hour time slot yesterday. The delivery men could not have been more pleasant and the actual sofa is great. The colour and style are lovely just as shown on the website. At the moment the cushions feel a little hard but I am sure that will improve in time. (better than being too soft)”

Helpful Report

Posted 5 years ago

“Basically absent customer service, weeks to get any answer at all.”

Helpful Report

Posted 5 years ago

“I ordered a bed with made. At no stage did anyone contact me but 12 weeks later and no sign of the bed I contacted them. After many phone calls between the courier and made they couldn’t come to any conclusion and advised me to order the bed again although I had already been charged and never notified of any issues. There customer service was terrible and at no stage during the process did they respond to an email.”

Helpful Report

Posted 5 years ago

“A frustrating experience throughout, any contact is through a contact centre outside of tge UK, my order went wrong and arrived in a damaged state with the courier breaking my step and items in my home but Made.com didnt seem to want to address this and fobbed me off. I asked tgree times to speak with the complaints dept but no response to this. I suppose if tgere are no problems with your order tgen it could be OK but as soon as anything needs adressing then you're in trouble with this company.”

Helpful Report

Posted 5 years ago

“Avoid this company for furniture at all costs. I spent almost £800 on my first sofa with Made in December and grudgingly accepted the 3-month wait for manufacture and delivery. When the day for delivery came around, the courier, Arrow XL, was 4 hours late and failed to call and let me know. They then delivered half of my sofa damaged and had lost the other half. Made agreed to make a new sofa but unfortunately, that would take another 3 months. In the meantime, I held on to the damaged half and Arrow frequently called me for feedback on a delivery that was not complete. They attempted to deliver the other half after I had told Made that I didn't want it and they attempted to collect the other half after agreements had been made. When the time for the new sofa to be delivered came, Arrow arrived promptly but I then discovered that the collection I thought had been booked by Made had been mysteriously cancelled. Arrow refused to collect on a weekend so I had to get my mother to sit in for it the following Friday. All through this process, Made appeared reasonable but now that the time has come for compensation to actually be discussed (I asked for information for 3 months and they refused to give it), they are resistant to actually compensating beyond a delivery refund and an £80 Made voucher. With 3 days off work needed for these deliveries and countless frustrating phone calls from Arrow, I expected more than a voucher. In fact, Made stated that they could compensate £50 per failed delivery/collection. Unfortunately, they have decided that my experiences with Arrow did not constitute a failed delivery. I disagree massively. Made.com and Arrow do not communicate well and that has caused neverending nuisance calls in the last 6 months. This company is not employed friendly - you will lose days to their deliveries which is unfortunate because I really like my sofa and am happy with the quality. Had they been upfront with me about their policies rather than responding with a cryptic we can only discuss compensation after the goods are successfully delivered, I would have cancelled, especially considering DFS started selling a similar sofa before mine was finally delivered. I'd recommend anyone considering ordering from Made think twice.”

Helpful Report

Posted 5 years ago

MADE.COM is rated 1.4 based on 634 reviews