Made.com Reviews 

Terrible experience with the customer service! I recently ordered several items and I would say 2 of 4 times something went wrong there with the order (shipment got stuck, when finally received one part was faulty, postponing delivery is being ignored and etc). But worst part of it is that support is more than terrible, the agents just leaving live chats without providing any help or when they informing that the issue will be transferred to different agent it never happens.
I really like the furniture but the whole experience will definitely stop me from ordering moving forward. I would highly recommend to start focusing on customer experience and allow the contact by phone cause those live chats that are currently available is waste of time that will not be returned back!

Very poor sofa, luckily didn't lost 1k on it but it's not even worth £450, cushions are a flat mess and foam is substandard. Made made things that are nice to look at but of little practical value.

We ordered the wrong bed and realized it too late, we contacted Made.com and they were quick and clear in their responses.

Do not order from this company if you need the item to be delivered abroad
Coming up to a year now we have been trying to organise for a sofa to be delivered to our flat in France
The number they give to contact a delivery goes to voice mail constantly
There is no intention to deliver the goods we ordered

Products are nice looking but expect delays, more delays, poor communication, lies and excuses. If you want your sofa within a year, look elsewhere. Delivery times on the website are a joke.

I only ordered a few smaller items (curtains, soap, lampshade, small firepit) - each item stating on the site that they were 'in stock and would be dispatched within 2 DAYS'
Then I was told that for internationally shipments it could take up to 14days to dispatch, which I accepted.
Since then I have been chatting to made.com's costumer service multiple time and also emailed with several agents.
First it was an issue of a hand lotion that was 'no longer available for retail', which they requested a refund for. Then I figured it might have been the firepit slowing it down so I cancelled that.
Since then it has been chat after chat after chat where I have been told everyone would request further information from the warehouse but never heard back. Finally 2 months after the purchase I received and email saying the 'wait was almost over and the items had been dispatch'.
3 weeks later I find out - they cannot find it in the system - and it could either be out of stock, never sent or lost order.... so they requested a refund and said sorry.

WHAT??? Unbelievable incompetent service and organisation. DO NOT WASTE YOUR SHOPPING HERE.

Ordered a dining table in May. When the table arrived in late June it was damaged. Customer Service were great and very responsive, and offered full return, a partial refund of £50 voucher/£25 cash, (given the value of the table we didn't feel this was enough for the damage) or for an engineer to visit and try to rectify the problem. We loved the table and opted to book the engineer. This took a month and sadly they were unable to fix the problem (as the table wasn't full wood as suggested in the website but a mix of wood and veneer). We were told Made would be back in touch after the engineer sent the report, but almost a month later we hadn't heard anything and reached out. And then waited another week before we got a response. By this point nearly 4 months after our initial order the original table was sold out, we were willing to pay the additional cost (approx £400) to exchange for the extending version of the same table but we're told this wasn't possible and we needed to send back the table, wait for the refund and make a new order. As we loved the table we decided to go ahead and do this whilst waiting for our refund, but in the 2 days since Made said we couldn't exchange, the price of the extending table went up nearly £200. So, we have no dining table again nearly 4months later and will now cost nearly £600 more if we want to replace the table we loved. So disappointing it really is a beautiful table :(

Very satisfied with my purchase. Very beautiful bed and quick delivery. ❤️

Update two:

After many mails, I finally got a response and received my money back.

Update:

Tried to contact the made customer service (as they proposed in their response to this review). They are ignoring my messages. Still waiting for my money.

Returned a piece of furniture to be made around the 16th of June. After almost three months, I still did not receive any refunds. After many emails and chats with the customer "support", there is still no real motivation for why I have not received my money. They claim they paid the refund on August the 25th, but refuse to give any evidence they did. According to their website, it takes 5-7 work days to process the payment. On 09/09, I have still not received any money.

This is a lovely looking chair and very comfortable. It is, however, worth knowing that it is a much, much lighter shade of grey than that shown in the image.

Unfortunately, the chair was delivered without any packaging and had sustained water damage. We did receive a partial refund of 35EUR which we thought was a little on the low side but the alternative was to wait for a new chair - lead time 16-18 weeks!

Bad warranty situation: a hole appeared in the fabric of my expensive sofa from Made which is only one year old.

Contacted customer support and they said that I have to prove that this is a manufacturing defect by an external report from a 'furniture specialist'. My costs of course.

Obviously this is just so I would give up on the warranty situation. Quite ridiculous since I have the right to 2 year warranty as per EU regulation. Every other company would just repair or replace the sofa in the warranty period.

So, beware ! They will not honour warranty as they should.

I ordered a sofa and matching chairs in June 2022 The. Chairs arrived. Just had an email to tell me the matching sofa will arrive March 2023!! So upset. Tried to talk to them but not budging. 9 months to wait for sofa. Such bad customer service.

Regretted to have ordered from made.com for the third time especially since one of two previous deliveries was bad. Most of the items had a delayed dispatch time (by two weeks). The worst part is that for the larger item of the order (tv unit), made.com's delivery partner Evri failed to deliver on multiple occasions either because the never notified me with a delivery slot or because they never showed up when they did provide me with a slot. In the end Evri delivered to someone in the neighbourhood (without my approval), I still have not found out to whom (neary three weeks post delivery). I appreciate that some things are beyond made.com's power,
however this whole situation means a lot of online chatting/emails with made.com and a huge waste of my time. It's not worth it.

Paid 450 pounds for a cool looking side board. Arrived badly damaged and company was awful in its response. Offered 90 refund or voucher which didn’t remotely account for damage. When returning, they said they would try to have someone come collect within a week or two, but I would have to repackage. Now I have an enormous made.com box taking up my entire living room for a week, I took a day off work for delivery and now will spend my Saturday repackaging. Avoid Made.com.

I have never received never such bad customer service in my life. I’ve contacted them for days and been lied to non stop. On top of them just happily taking my money and not caring about the customer at all they try to offer compensation (my order was over £500) a £15 voucher.

Desk delivered and promptly returned due to quality issues. 2nd delivery didn't turn up in the stated time and I spend hours trying to re-organise re-delivery. 2nd desk turned up, in worse condition that than the 1st. It genuinely looked second hand as the lacquer was worn at both end. A tiny amount of compensation was offered, not nearly enough to make good the fault. Several emails to customer services ignored and had to wait ages to chat to someone online. All in all, it's not an exaggeration to say that I wasted hours and hours trying to deal with the issues, unpack and repackage the goods, and wait for couriers to deliver and collect the faulty goods. A terrible, time-wasting experience from end to end.

@Made.com - Thank you for your response. My order number is 105679723-01

do not order from this company. There will be no delivery and you will not get your money back. I ordered a table 4 months ago. Waited 3 times at home and received nothing. firm ruse and deceit. order nothing.

Terrible and unreliable. I ordered chairs in March and was told they would be delivered in July. July came and they said it would be August. August came and I heard nothing. I then enquired and they said they are now expected to arrive in December “but this can’t be guaranteed”. I asked why I hadn’t been given an update and they said “customers have asked us not to update them”.

A complete waste of time and had I known, i would’ve ordered chairs from elsewhere.

Be warned, if your item isn’t available for standard delivery - DO NOT ORDER.

Despite Made.com saying on their own website that their garden furniture is "Weather resistant" apparently that does not extended to colour proof or sun fade fabrics. Do not buy their garden furniture, our set cost over £1200 and within 1 month it had faded and looking at the label it actuals says the colour may run!! How is that weather resistant?. they are mis selling their goods, which is not fit for purpose. Have tried several times to get some consideration or acknowledgement for this oversight and just told it is sun faded furniture. Doubt we will get any response from this and we will probably end up replacing the fabric on our cushions with something that is actually fit for purpose, is colour fast and does not fade INCREDIBLE! MADE.COM

This is a follow-up review to my previous one that was rather positive. I bought the Khalo sofa about 8 months ago and at the beginning it was nice and comfortable for sitting and sleeping but with the time it became the opposite, especially for sleeping. Most of the cushion is gone now and, while laying, I can feel each piece of the metal frame :|
Although, this is not a positive review I feel that it is a valid one for potential both, customers and designers, who could improve the design, couldn't they?