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“Very unsatisfied customer still seeking resolution”

written by on 20/07/2017

The following email was sent in complaint to made.com (to the address given to me by the customer services rep). I didn't receive a reply or a follow-up call and am still no further forward with the issue. Needless to say, I am not impressed.


To whom it may concern,

I am writing to complain about the numerous instances of poor customer service I have received re the above order, and about the clear issues with your system that means that I still do not have my item, despite having ordered and paid for it on 10 Mar 17.

This evening I spoke to a person at your contact centre. He was initially reluctant to help and advised that I wait for a response from him, who had previously dealt with my complaint over the phone but had not resolved the issue or contacted me again. Although initially reluctant, after repeated requests another person spoke to a Team Leader and came back to advise that the problem has been solved and I will receive my item this Saturday - although couldn't explain why. I have been promised this before on more than one occasion and so am left somewhat sceptical.

My first issue today is that he initially intended to take no action rather than trying to resolve the issue. My second is that I then asked if I could speak with that Team Leader to understand what had gone wrong (as he couldn't offer a good explanation and had admitted he wasn't sure) and get assurance that the problem had been resolved, but he refused to pass me on.

This complaint stems from the item being delivered to my front door, only for me to be advised that it had been recalled by made.com and I could not receive the item. I contacted both made.com and DPD that day to try and resolve this, but was advised the item had to go back to the depot and would then be redelivered within 9 working days. I had this confirmed by email on 18 Jun 17. As frustrating as this was, I was prepared to accept the error and resulting delay in delivery.

Since then, I have received emails confirming delivery dates but no item has been received. I have also received emails asking me to review the item, which I still don't have.

I have wasted a number of days waiting in for deliveries now as a direct result of the inefficiency and apparent lack of effort from the team at made.com.

Having bought several items of furniture from made.com in the past I am very disappointed to have had this experience as at this stage I feel I am unlikely to order from you again without assurance that the customer service has improved dramatically. I suggest you listen to my call with him at 18:09 this evening, and previous calls, to ascertain if everything was done that could have been on each occasion to avoid this situation.

Furthermore, I am still seeking assurance that my item will be delivered this Saturday and so am looking for this to be followed up as soon as possible. I have requested a call from a Team Leader in this regard as well as a response to this email.