Made.com - www.made.com

Who would have thought a company selling furniture with an 8 month wait for a dining table which then arrived damaged and poor quality would go into liquidation??!!

We have bought several items from made over the years and just do not understand the business model of having no stock on the ground - who can wait for so long when they re moving house buying new or just redecorating - do people really plan their home furnishings 8 months in advance???

I like the styling of the products just not the way they are sold so I do have a hope someone buys them out and makes changes to make it successful.

Ordered 8 dining chairs, 2 broke within a few weeks and were replaced. Now 4 more have broken within 3 months. They insisted on an "independent inspection" (at their cost but at an inconvenient time). This inspection confirmed there is a design/manufacturing fault with the chairs and that the other 4 will almost certainly break in the same manner.

Made customer services is farcical they don't tell the truth (confirmed in live chat) claiming not to have a complaints procedure or anyway to escalate complaints. They will do and say anything to delay or avoid refunding.

I have had to resort to seeking a refund through my credit card company after months of trying to deal with made. I have even offered to drop the chairs off to their showroom, but they have declined, anything to make it as difficult as possible for the poor mug who buys their substandard products!

I ordered a mirror that, according to the info provided upon purchasing it, was supposed to be delivery within a week.

I was informed later that the delivery would be delayed up to more than one month and, since I was moving to another country in a couple of weeks, I asked Made if they could deliver to another country within the EU.

They said it was not possible (which is fine) so I asked to cancel the delivery.

They refused and said that the mirror has to be delivered (even though the delivery date was in five weeks!!!) and I have to reject the delivery so that I can be reimbursed the costs MINUS the delivery cost... That practice is not only stupid from an environmental perspective, but also illegal in the EU.

My suggestion is that you only buy furniture on this web page if you cannot find something similar somewhere else.

Customer service is quite bad.

Worst service ever. Purchased because item in stock and express delivery available (5 days). Paid on 7/9/22. 12th I contact for update, webchat only (red flag). Refuse to investigate until 5 days AFTER delivery date. 5 days later refuse to investigate until 5 days after REVISED delivery date. There are no managers. They cannot contact warehouse to find update other than by email, again 5 days for response! Very long story short 21 days after ‘express delivery’ I am on my 3rd dispatch date (today). Official response was literally ‘wait and see’….if we do not contact you today to confirm dispatch, please contact us in 5 working days time and we will issue you 4th dispatch date.YOU HAVE BEEN WARNED!

We bought a sofa from Made.com in Nov 2020 and earlier this year we noticed an issue with one of the legs that we believed was covered by their 10 year sofa guarantee. On contacting customer services we were told that we needed to cover the cost (£60) of an inspection by home serve to establish if the issue was down to a manufacturing fault with the promise of a refund if that were the case. We went ahead and had the inspection and the report clearly stated that is was a manufacturing fault and the cost of repair would be £216. We contacted made.com and were given written confirmation that they would cover the cost of the repair but again we would need to cover the cost and claim a refund from them. The sofa was successfully repaired and all invoices provided to made.com and we got written confirmation that a refund would be provided. the inspection (£60) was refunded almost immediately but the cost of the repair (£216) was not. On chasing made.com the new message was that they would cover a depreciated amount of the repair cost (started at £104 but after complaint raised to £157). They claim that their T&Cs make this clear but I do not accept this (see section 11 - of the T&Cs) but also that during the 3 previous interactions with them we had been misled by their team and that they were no longer able to provide the full refund which they has provided written confirmation of. Buyer beware!!!

Terrible customer service which is a shame as I like the look of some of the things they sell but have no confidence in ordering from them as customer service non-existent so luck if you get what you ordered with no issues. I ordered in 2019 and there was an issue which eventually got resolved, I was able to speak to someone via telephone. When I eventually received my item it was okay but hasn't worn well. The experience did put me off ordering again. However, I did recently order again and most items were fine, most were branded items so no issues with quality though one item arrived damaged and unusable. Then I found out customer service is even worse than before. You cannot contact them via phone just email/chat. They don't respond to emails and the chat is useless. Unhelpful chat handlers who don't read what you message, don't listen and don't resolve the issues so still stuck with a damaged item and no replacement.

Finally delivery is very slow, problem seems to be slow dispatch not slow courier. So order elsewhere as no support if things arrive damaged/get lost in transit etc.

After carefully reviewing so many couch options (months of research spent), ordering swatches, and communicating with customer service re follow up questions. My partner and I organized our Saturday around the delivery of what we thought would be a new beautiful Arabelo 3 Seater in Natural. The order was delivered: the boxes were huge, but we carefully counted them to make sure all was in order: it appeared to be. The boxes took up a lot of space, but we figured this was not an issue considering we would be swiftly assembling our couch. But upon opening the boxes what we found were two identical right and pieces of the sofa. Thus rendering both absolutely useless. The latches to connect the pieces clearly do not match up. Since it was now late in the day we contacted customer service via whatapp hoping that maybe there was a mistake: maybe the left hand of the couch was still in the van (despite each box being labeled)? We held out hope, but were told by customer service in the first instance they would offer us 75 pounds to take the item as it is - laughable! Perhaps only suitable for a couple who does not wish to face one another (forget the issue of how you would attach the fabric to a couch that’s half back to front). The second round of bad news then came from the customer service team: the couch was now sold out. We were out of luck. So somewhere some unlucky person probably has two left sides, and the same dilemma. To make it even more frustrating the color in dark blue is still for sale. Why can’t we have the left side of that one? The fabric is detachable and we have our color - it would make no difference. None of this seems to matter to anyone at Made.com. No helpful answer has been forthcoming, and meanwhile we have 1) no couch, and 2) barely a living room to fit all this mess. What am I supposed to do with these giant boxes and for how long?

Spent over £3k on sofas with an incentive of cashback offered. once delivered made reneged on the offer and worst of all lied that the sofas had been returned as the reason for reneging despite having 100% of our money and the sofas sitting in our living room. very dishonest and unethical company. avoid at all costs. they have confirmed in writing they will not honour their promise, they operate in very poor faith

We bought a table and chairs from them, and in under 5 years a chair collapsed under me, even worse i was holding a baby at the time. The table is rarely used and we are of normal weights.

When I talked to Made about it they didn't think that I should expect a chair to last that long.

“Great design and quality” what a joke.

I bought a bread bin from Made.com which I had to wait 3 months for. It wasn't cheap but I didn't mind the wait or price because it looked good quality. It was delayed by another month and on arrival was shoddy quality and damaged. In response to my complaint, they offered me £5 (which might cover the cost of some good wood glue) or full refund but no replacement. After waiting 4 months for a bread bin, I'm having to keep the shoddy thing. I would not recommend buying from this company!