MADE.COM

Terrible company.
SAVE YOURSELF HASSLE AND DISAPPOINTMENT - GO ELSEWHERE
Such a slippery and dishonest company. I urge you to steer clear.
A dining table developed patches on its veneered surface within a month of light use. A furniture inspector came, apparently independent but very likely to be paid bonuses on 'successful' findings for the company. Even he said that, in the circumstances, he felt sure that Made would offer a remedy. Made denied any manufacturing fault and washed their hands.
After contacting the new CEO, they 'escalated' to another inspector who actually never even came out and backed them up, surprise surprise.
They refuse to offer a repair or any solution. I'm disabled, work full time and am a carer so I am heavily dependent on excellent customer service. This fell so far short that I am committed to warning others.
The CEO ignored my follow on emails. Doesn't bode well for her leadership in her new role.
Note that their replies to negative reviews never offer a constructive solution, just waffle about forwarding the information or no fault being found.
Trust me, John Lewis would have replaced this in a heartbeat. Save yourself the hassle and don't buy from Made.

If I could give them a lower rating, then I would. Avoid this brand if you expect anything to be delivered or even basic levels of customer service.

Literally the worst service EVER. If you want to cancel your order, even if the order has not been sent yet, you still have to pay 17€ for sending the order back. And this for something as small and light as a blanket... UNBELIEVABLE
Customer service was also useless and only kept repeating their company policy.

I have an “unfit for purpose” set of Reisa sofas from Made. Their customer services online chat is unhelpful and obstructive, not knowing what their Formal Complaints procedure is, which is illegal! I wondered if anyone else has any experience of similar?
In less than 12 months the cushions of the seating pads are completely crushed! I’ve described this to MADE .com as “like sitting on the floor”. Their furniture repair company unfairly said it’s due to usual wear and tear and that we shouldn’t sit in the same places on the sofas daily!!! Any “repair” they make will be exactly the same as it already is, with the cushions not reforming after sitting. The fault is in the design and was present from day one. Nowhere on MADE’s website is mention of a weight restriction for its sofa customers, nor does it mention not sitting in the same places!!!
Let me know your thoughts please as I’m considering the Small Claims Court?

Really poor customer service response!
Bought the Motti sofa bed just 6yrs ago & due to a design fault (soldered joint at a crucial weight bearing point at the leg/foot joint which has finally failed) the sofa has been rendered irreparable & unusable. MADE’s response is basically ‘tough luck’ since they only introduced the 10yr guarantee for items purchased since 2019 (they sofa is still being sold today btw). I would never have purchased had I realised that there was not any form of guarantee at that time against such a design fault & not due to customer misuse - usually a given from any other reputable company for a big ticket item & presumably why they needed to introduce in 2019. Not even an offer of a discount for a replacement - just reposting their terms & conditions to absolve themselves of any responsibility despite it being a design fault on their part!! I would warn any potential customers against purchasing this particular sofa, 10yr guarantee or not, since it is likely to fail again unless the design has been changed.
I have purchased other items from MADE in the past but most certainly will not be buying anything again due to this poor attitude to their customers. 😡

I bought a crockery set of 12 dinner plates, side plates and bowls. The quality of these were very poor and the plates crumbled around the rim and chipped at the slightest touch. The glaze also came off the bowls showing scrapes within weeks. I will now need to buy an entirely new set within 6 months of purchase. Made will not engage with us on this though as replacements need to be within one month of purchase, which is way too short a period for a set costing this much. I would not buy from them again due to this quality and poor customer service.

Customer service from Made is really Bad. playing kid game. keep waiting for delivery and my wardrobe never come . My order is :
104619940

I’m presently dealing with 3 (!) different complaints with made. 1. A £120 sensor bin that has stopped working 6 weeks after purchase. 2. A black Modica rattan bar stool that has broken rattan 2 weeks after receiving 3. A missing order of a Modica rattan armchair. Was meant to be express 5 day dispatch. One month after purchase & no sign of it. Not happy with made. Customer service not good

Pathetic customer service, average quality products - you will place an order and a good three months later you will still be waiting to receive your goods. Avoid

Items look nothing like on the website. Returns are a massive hassle AND they charge! Rip-off. Look elsewhere.

Now selling damaged goods!
I have been a customer of Made.com for many years and always appreciated the quality of their products but this is no longer the case.
Made.com now send you damaged good and instead of simply collecting it and exchange it , they are now repairing it! a brand new item, repairing it!
Also they have made it practically impossible to contact them directly , no email address , its live chat now, wasting everybody's time and making people even more angry, direct phone line with English people speaking was so much more professional and resolved problems so much more quickly. Made.com you have just lost a good customer!
Hammond/Gouraud - Plymouth UK

We ordered a armchair late 2021 and it arrived early March. Delivery drivers were great but chair did not have the 4 wooden legs with the delivery. Messaged MADE customer service and they asked for a photo (of the missing legs?) and offered £30 and stated a replacement would be sent - in 14 to 16 weeks and that we would need to keep the legless chair! I know MADE make products to order but surprised they could not get their manufacturer to send 4, small, wooden legs. Decided to get it collected and refunded. Delivery driver rang while on the way and said they would only collect it if it's in a box even though it was delivered shrink wrapped with small wooden bits on the bottom corners. Fortunately they collected it in its shrink wrap. Got refund around 10 days after it was collected. After the wait and bad after service I would not use MADE again or recommend it.

You read bad reviews and think that won't happen to me. I had a 145kg white flat pack wardrobe delivered in 4 packages. There are so many damaged and stained parts I gave up counting. I contacted MADE via chat and was told £50 compensation or I have to repack it for return. I had paid a handyman to unpack and build it. We should have stopped at the first damaged part, but you hope for the best. When I explained I cannot pay more money for him to repack it and I cannot do it myself as it is too large and heavy I was told the final offer is £50 credit (£495 + £39 delivery + £25 handyman) off the damaged, stained wardrobe. It is still not resolved and I have the pieces and packaging in my newly moved into home with not much space for my belongings. When I asked to escalate the issue I was told it will take 2 weeks for a manager to contact me even though when I asked to escalate the issue at first I was told the manager backed up her offer so not sure why we could not discuss then instead of wait 2 weeks for a call back.

Wir haben im Januar ein vollkommen beschädigtes und inakzeptabel schlecht montiertes Sofa bekommen, für das wir über 1000€ bezahlt hatten. Wir haben es umgehend und immer wieder über die verschiedensten Wege reklamiert, um von unserem Rückgaberecht Gebrauch zu machen, haben aber bis heute keinerlei Rückmeldung bekommen. Niemand meldet sich. Wir hatten lange gespart und bleiben nun auf der schrotten Ware sitzen. Unsere Erfahrung scheint kein längst kein Einzelfall zu sein. Daher: Bestellen sie auf keinen Fall bei Made.com!!

Hello,
I’ve put together a good few flat packs but this Damien chest of drawers takes the room 101 prize. At not much under £400 for this chipboard marvel, one would expect pilot holes for drawer runners, for drawer braces and for draw handles. 10 mm chipboard NEEDS pilot holes, but, no. Only two screws for each draw edge part. Bendy 3 mm hardboard back panels. 266 individual fixing parts. Many differing parts thrown inside common plastic bags, left for the customer to tediously separate out.
If anyone else’s Damien has noisy drawer runners, it’s this: They didn’t countersink the screws that hold the runner to the sides. So they sit proud to nicely collide with the rollers on the drawers. Countersink the screws and all is fine. So easy to do but they didn’t.
There are cut outs and pre drilled holes in that area which have no purpose so who knows. Have they downgraded the runners perhaps?
But seems I’ll never know.
No means of feedback to Made. Every “contact us” is under a specific heading written by Made, and none remotely applicable to feedback, quality, complaints etc.
They’ve dropped phone contact now and there’s no email address any more either.
You’re left with Chat, but it’s haphazard and “could take a while”due to the “COVID”
Up until now Made’s been ok. Have bought a fair bit of stuff from them. Guess it is ok until something goes wrong, and then it seems you’re in trouble. So, no more Made for me.fr

I have bought two pieces of furniture from them, both bad quality. The latest was a Lomond corner desk. A week after assembling a crack started appearing in the desktop. I tried to fill and repaint it but it kept getting worse, presumably the result of the wood or the frame being warped. Customer service said I could only return the desk if I had the packaging, which I'd thrown out because it was massive and I'd had the desk for a week. A month or so later I am only just about to have it collected by courier after disassembling it and wrapping in plastic wrap. I have wasted hours sorting this out and I am back where I started. All because of a faulty product and terrible returns process. Will not be buying from Made.com again.

Absolutely the worst experience I've ever had with an online retailer. Not only is there no expectation for delivery, this company has listed items as delivered without anything showing up at my door. They won't issue a refund without returning the item they never actually delivered. Stay away from this design furniture company, the only design they focus on is designed ways to take money from your pocket.

Would not recommend Made.com ever again. They were my favourite home furnishings company for a while, but the ordeal I've had recently is ridiculous. Ordered the Eulia Seafoam King Size Bed, express dispatch, came and all good. Until assembling and realising they'd left out the two supporting legs which go in the middle of the bed frame. Been in contact with them for nearly 2 weeks now, and I'm still sleeping on the floor because they haven't sent out the replacement legs. Oh, and the best part? They can't send out individual parts, so they have to send out a whole new bed, I take the parts from that and then they arrange collection of the remaining parts after. Inefficient, unprofessional and making more work for everyone involved.
I'd been saving up for this bed for months, because there was nothing else like it on the market. I just want to sleep in my damn bed and move on from this. It can't be this difficult to get two bed legs shipped to a customer.

I have experienced terrible customer service ( i.e. totally lacking in competence or empathy) and lack of delivery of a small order ( a now extremely delayed gift for a friend) which had a guaranteed dispatch time frame.
To this point, some three weeks after the goods were ordered, I have absolutely no idea where they are. According to customer services, the order is somewhere in a warehouse but no one seems to actually know. I can’t understand why a new and prompt delivery could not be actioned on my behalf.
In addition, a collection service Made.com arranged for unwanted items has failed to materialise on 3 separate occasions. I have waited in for three days for this collection and still my goods are here. We actioned this request several weeks ago. We don’t want the goods and would like a refund.
There is a real difficulty in contacting the customer care - an actual phone conversation is needed when customers are concerned and needing help.
The vagueness of responses by live chat and email are not helpful either.
I have now wasted days and hours and the queries remain unresolved. No concrete answers, no offer of compensation, no nothing really.
My recommendation - avoid Made.com. There is a very good reason the goods are so cheap. I agree wholeheartedly with other unhappy customers.

I ordered an item on 8th November and it said ‘delivered in time for Xmas’…it was a gift and I’m still waiting for it with no updates and no date as to when it will arrive. I’ve emailed and WhatsApp but no reply. Very disappointed to say the least. I will never order from Made.Com again. Terrible service and terrible customer service.