written by Consumerconcern on 01/10/2015
We have today received our secon purchase from Made.com and like the first it is faulty. Once is excusable - twice is not.
The first delivery was a double cross folding dining table for which we had waited ten week. All of the hinges were broken!! On contact with Made.com I agreed to a an engineer look at it in the hope it could be repaired rather than wait another six weeks for a replacement. The engineered decided it wasn't reparable so it was another long wait for a replacement.
Today a Marcos Table arrived after another lengthy wait. On assembly one of the screws supplied would not hold and when we removed it we found that although it was the same length and had the same head, it had a much harsher thread which had damaged the soft composite wood of the table top. We considered replacing the screw - we have a pretty healthy stock of them - but then found the screw could not be removed from the bracket.
I rang up and asked for a replacement or if that couldn't be done immediately, a refund. The response for both was that I had to send in pictures although they would refund if I paid for the return. This is a lot of fuss over a small side table which probably cost a fraction of what it is sold for.
After some discussion about the need to photograph the item it was clear that they wouldn't budge. I then did the photographs emailed them to made.com and promptly got a reply and I quote directly:
**Important**
We are currently experiencing high volumes of emails, so if your query is urgent, please check our FAQ section for information or get in touch with our Customer Service Team on Chat between 9am and 6pm Monday to Friday, both of which you can access at contact-us
Alternatively, we aim to respond to your email within 72 hours.
I shall try to get in touch on Chat but given I've already had a lengthy and fruitless chat on the telephone I don't have high hopes of a speedy resolution.
I won't be buying from Made.com again which is a bit disappointing because I quite like some of their products, but the lack of quality control and the consequent hassles are not worth it - especially now I have experienced it twice.
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