Ordered an armchair after being bombarded with adverts. Told a 8-10-week delivery and paid £20+ for delivery. Has been radio silence since making payment, no delivery confirmation apart from on the day of ordering. Contacted customer services to be told delivery is delayed by 12-weeks! So it'll take 6 months to get an armchair that was promised in 8 weeks. Nothing they can do of course and they can't provide any updates via email as the extended delivery is only an estimate - it could be longer - awful service and no help whatsoever!

We ordered the Kano bed frame In Dec 2020 which arrived in March 2021 after a ten week wait, the headboard part was cut incorrectly, making it impossible to put the bedframe together. There was meant to be a drilled hole at the top of it to place a bracket in, this bracket holds the central piece (middle of the bed) upon which the slats are laid, so clearly a very important load bearing part of the bedframe. It was not drilled at the top but the bottom. I cannot believe that such a fault can go unnoticed during quality control rendering the whole bedframe useless and unsafe to build or use. We waited patiently for 10 weeks for the bedframe to arrive, although this was a long wait period we were happy to do so because we expected this to be a premium product based on the website photos and the fact we paid £400 for a very simple design. This is a big ticket item, it should arrive in perfect condition and we expected the quality to reflect the price. We obviously understand that human error occurs, but it is completely unacceptable for that human error not to be picked up on and rectified during a quality control process BEFORE the item was dispatched to us. To be honest the quality of the finish is also not as we would have expected for the price; the finish is patchy on the internal parts, and one piece has not been fully painted white. The paint itself is cheap and more cream then white with the original wood colour underneath showing. However, if the bedframe had been capable of being built, we would have overlooked this. But it is just not possible to build and is an unsafe product which should not have passed quality control. Made conveniently has no phone numbers so we've had to endure three live chats over a period of a week, each lasting over an hour, we were promised a call from a Manager on two occasions, this didn't happen, and the live chats are just a complete waste of time as nothing is resolved. We were then promised that Homeserve would contact us to fix the piece and build the frame for us, again, with this we've not heard anything. So now I'm left with lots of bed parts all over the flat taking up all the space, with no resolution. And no compensation for being out of pocket, the loss of expectation, the distress & inconvenience caused and the total lack of customer service. We've wasted so much time & energy trying to sort all this out as well as lots of physical labour unpacking, then packing again and moving parts around, all the while we've not had any help or clarity from Made. I would avoid buying anything from MADE.COM ever again, there just seems to be no quality checks on products and our experience since has just been awful as there's just no customer service at all.

********************************************************** VERY POOR CUSTOMER SERVICE AND MINIMUM INDUSTRY STANDARD PRACTICE FOR RESOLUTION OF FAULTS. I’d be very wary about ever buying from Made.com again. I say that as objectively as I can being on one side of a dispute with them. Our experience is that they take the minimum industry standard practice to consumer issues – quoting that any defect must pass through independent inspection which the consumer must cover the cost of, to highlight or address an issue of any product covered under their supposed 10 year guarantee!! NONE OF WHICH IS STATED IN ANY OF YOUR TERMS OF SALE OR THE GUARANTEE ADVERTISED!!! WATCH OUT – we apparently have a 10 year guarantee *************************************************************************************************** After having the bed for a year I’d noticed that the side rail had completely failed on one side. Upon inspection of the side rail it became evident that is had split almost all the way through. A closer look revealed the bed was possibly only moments away from complete collapse – with the side rails forming the primary component of the mattress support. It is also explicitly stated in the guarantee that the bed frame is covered with no clauses or mention of independent assessment parties. We then contacted made.com to explain the issue and request a replacement side rail. Not to complain, or demand a refund, even though it drew up a fear of inadequate design or quality control, but to resolve the issue as quickly as possible as it was the only option for a place to sleep, having two children and a small home (the options are limited – i.e. we don’t have any). So given the current pandemic (and the lockdown), the lack of available options to find an alternative and some extenuating personal circumstances which we tried to explain, made.com could only respond with us having an independent assessment, which we were to cover the cost of (no mention of re-imbursement) and then to make an appeal for repair from there. How long was that going to take and why should we have to let a stranger into our house, during a national lockdown at a time of shielding vulnerable people, in order to simply say yes that’s a manufacturers fault? A bed and a good nights sleep must surely be a basic requirement for someone who’s unable to arrange an alternative. All we wanted was a replacement part and then to talk about the commercial liability after the event – we’d have been happy to discuss sharing the cost until resolved. All we received was a very standard response and the continued minimum customer service. ABOLUSTELY APPALLING!!! THINK TWICE BEFORE BUYING FURTINTURE FROM THEM.

Terrible product, awful customer service! When you take a look at made.com online you think wow serious style and quality! The sofa had severe delays and no curtesy calls to advise (keep customers happy - like John Lewis would be a top for you made.com) our sofa finally arrived after 15/16 weeks! We jumped for joy when it arrived after sitting on the floor for 15 weeks... we opened the packaging and we didn’t know whether to laugh or cry... we purchased the Milner Right handed corner sofa and the whole storage corner of the sofa was completely damaged and broken MDF underneath... bent/snapped screws, damaged wood (absolutely unacceptable) We paid just under £1,400 as we opted for the memory foam mattress as it turns into a sofa bed.. all of that half of the sofa was in good conditioner however what can one do with a damage and unattachable corner which needs to be attached!? I contacted made on their online chat service as typical there’s no customer service number to speak to a human, probably because they’re very aware how awful their service is and want to avoid angry customers as much as possible! I was advised that the only option would be to collect the sofa and wait another 14 weeks for a new sofa or a 20% refund!? I advised that I would contact a local carpenter to try and fix the part required but this would cost me money ... how is 20% refund acceptable? It still means I spent over £1000 for a broken sofa!?! Also to mention it’s rock hard, not comfortable at all and cheaply made material... in future I’m going to source my sofas to be made in the U.K. and pay £3k or more because my grandparents sofa is gorgeously beautiful, fluffy, comfy and lasted forever ... you can’t buy quality anymore or service! I can’t believe people even buy from Made.com I took the 20% refund but I’m absolutely disgusted as I’m now left with a sofa that I need to pay to get repaired.... I will continue to spread the word as made.com marketing is so clever... but their products as cheap as anything!

My wife and I have spent thousands of pounds with made.com. The products look great but the quality is generally lacking. For example I spent £600 on a Boone dinning table about 2 years ago (and another few hundred on the table chairs). Within the first weeks the surface was tarnished because some children’s sun cream stripped off the lacker. Made.com sent Home Serve out to see if they would fix it and they refused. I was annoyed because the table was obviously not very hard wearing but I didn’t want the argument after made.com told me they would “offer no further remedy”. Having three young children life is stressful enough. I have regularly waxed the table in accordance with the manufacturers recommendations however most recently the lacker has been stripped yet again but this time by putting an orange peal on the table! One step too far.. I can’t use the table for the purpose in which it was intended in the risk of spilling food on it and damaging further. We are gutted because we loved the table but honestly, it’s not worth it. I have had a number of other quality issues with made (tv unit- surface easily chips, nest of side tables - got wet and surface came off, outdoor seating furniture - wrong parts delivered and cushions delivered with stains on, clearly a second. Although I did receive a part refund on the latter). I might need to accept defeat and stop shopping at made.com. 2 stars.. 5 for style, but only 1 for quality

Terrible company. They supplied an incorrect and faulty product and when it was deemed unfit for purpose, they refused point blank to repair or replace. Lots of emails sent to their customer service, but they don’t care. They will not refund you!! Stay well clear.

Poorly "Made": Great design, but incredibly poor build quality: "Jenson Bench" purchased in February 2018; Broke beyond repair in October 2018 while my wife and 3 year old daughter were sitting on it and fell to floor (my wife bruising her arm quite badly). "Boone Dining Table" purchased in July 2017; followed full care instructions (cleaning concrete tabletop only with damp cloth; regularly oiled); thin concrete surface is now deteriorating, with edges peeling away to reveal inner materials and webbing. For a design item this is very poor. Will throw away after less than 3 years use...not what i expected from a EUR700 table...especially one made from "concrete"

The sofa cushions of my three seater sofa have worn out in less than a year - they’ve had only moderate use but the foam inside has collapsed and needs replacing. Made offered a refund, which I accepted, and they then changed their mind and said the cushions would need inspecting at my expense after the corona virus has been cured. Really confused at how they can get around corona to continue selling and delivering products as normal but can’t deal with returns/complaints. Feel very messed around as they’ve been emailing me daily for a couple of weeks and keep changing their mind about what they’re going to do. The sofa cushions are very poor quality and reading other reviews it seems like this is a known problem. Wish I hadn’t bought my sofa from them as there are so many other company with great products at similar prices which put more emphasis on customer service.

I bought a sofa model Vitorio (1300€), and two sets of plates (80€ each). Both items are not good quality. We have the sofa for one year and it’s already making noises like it’s about to be broken and it’s seems to be really poor quality material, every time I sit on the couch it makes a noise like something is about to be broken although we used it very moderately, we have no kids who jumps on the couch and we are only two people at the household. Moreover, we have the sets of plates for almost a year, it totally got ruined in the dishwasher after few weeks. Normally we are using a dishwasher program of water at 45 degrees and the ceramic broke on each of the plates and the plates are ruined, it’s very clear the material used in manufacturing the plates is the cheapest, we have another sets of dishes (plates, cups etc.) from ceramic / porcelain from other brands and none of them got destroyed in the dishwasher (and of course not on 45 degrees program). Highly disappointed and highly not recommended.

WARNING to other customers that there are false offers on made.com such as free delivery. When i tried to place an order it wouldn't work despite clearing stating it was free. When I queried it they argued it had expired and would not honour it. POOR CUSTOMER SERVICE

WARNING to other customers that there are false offers on made.com such as free delivery. When i tried to place an order it wouldn't work despite clearing stating it was free. When I queried it they argued it had expired and would not honour it. POOR CUSTOMER SERVICE

Bought a chair from them 18 months ago. It’s been barely used and when a did eventually sit in it for a few hours it collapsed under me dropping me on the floor. He must be 300lbs you think? Nope - I can promise I sit in chairs all day long in many places with neary a creak ; ) Well surely it will be no problem to get a replacement? As if. Their only option is pay them £45 to send a company to ”assess” the chair. But what’s to assess? The thing is made of pulp board and turned into kindling. I sent them pics and details but they seem delighted in being unfair and making life hard for their customers. Mind you I hadn’t realised when I bought from them that they give NO warranty at all. Avoid them, you’re better with IKEA.

The corner sofa we ordered not only came 10 days late but also came with one of the parts being from a completely different sofa. I can now see that their website mention that delivered items should always be checked before accepting them suggesting that this was not a one-off mistake. We then had to repack the sofa parts in their original boxes, wait a week for a delivery company to pick them back up and another three weeks to get our money back not to mention the two days taken off work for the delivery and pick-up. Not a single apology from their Customer care in any of the communication received. You should avoid them and go for more established company instead as we have now done.

Without letting me know anything about it Made.com changed the delivery on my furniture items from 3 weeks to more than 6 weeks. Not getting it for Christmas now, and no time left for me to order anything from anyone else. I feel I have been treated with a total lack of honesty and respect.

What a terrible company - Poor customer service. One of the, no the worst customer service I've ever experienced. Basically, we have had to wait over 5 months for a desk for our daughter and in the end we were told today that we will have to wait a further 12-14 weeks. the first desk was delivered opened and damaged, waited for the replacement, then told weeks later via email that they couldn't get another one, then we ordered another style with a few weeks delay which turned into months. Overall what lets MADE down is their poor communication and service. We had to fight for the original discount that was online for our second order only to get it taken back off the refund for the first desk! We had to fight for a refund on the first delivery. Then we were bombarded with survey emails asking how we did and were we enjoying our desk!! Gave honest and constructed feedback only to be ignored so don't bother completing these as nobody takes any notice. Really bad experience and I can only recommend never to use MADE.

I do a fair amount of purchasing online and although some companies get it wrong now and again, on the whole it works. Not with MADE, non existent customer service, no clear information, misleading details on the website, deliberate avoidance of sorting any issues. They’re a joke but it’s not funny when they have your money. Report sent to consumer rights.

The order was wrong TWICE (wrong color of the item). I had to wait for another 10 weeks the first time to get my new item and when it arrived the second time it was wrong again and I had to refuse the delivery. For all the inconvenience cause, the customer service promised me a commercial gesture but after 3 weeks chasing them, I'm still waiting... looks like it was just BS... SUCH A DISAPPOINTMENT BOTH QUALITY AND CUSTOMER SERVICE, AVOID IF YOU CAN !!!

This is a complete saga, and completely unacceptable: 27 December 2018 - We placed an order on Made.com for a Milo Left Hand Facing Chaise End Corner Sofa in Space Grey. 12 January 2019 - The incorrect item was delivered (Milo Right Hand Facing Chaise End Corner Sofa, instead of Left Hand). 12 January 2019 - We phoned Customer Support immediately, who asked us to provide photographic evidence of the incorrect item. 12 January 2019 - We provided photographic evidence via e-mail to someone in Customer Support. 12 January 2019 - Someone in Customer Support ordered a replacement item for us. 18 January 2019 - The courier company ArrowXL confirmed that the replacement item would be delivered on January 24th. 18 January 2019 - We informed Someone in Customer Support of this delivery date and asked for the incorrect item to be collected on the same day. 23 January 2019 - We chased up someone in Customer Support for a response to our e-mail on January 18th. 23 January 2019 - Someone in Customer Support confirmed that the courier company ArrowXL would not be able to collect the incorrect item on the same day the replacement item would be delivered (January 24th). 24 January 2019 - The replacement item was delivered, however it was once again an incorrect item. We then had four large boxes (two for each incorrect item) taking up space in our living room. 24 January 2019 - We phoned Customer Support immediately and spoke to someone who confirmed that she would call ArrowXL to see if they could collect the parcel that same day. Someone volunteered to call back the same day with an update, after calling ArrowXL, and a new date for collection. 24 January 2019 - We phoned Customer Support again (unknown person) but was told that they would give someone a prompt to return our call. 24 January 2019 - We phoned Customer Support again in the evening and spoke to someone. We also e-mailed someone in Customer Support. 24 January 2019 - Someone in Customer Support confirmed via e-mail that both incorrect items would be collected on January 30th. 28 January 2019 - We received a text message from the courier company ArrowXL confirming that collection would be made on January 29th (instead of January 30th, as confirmed by someone in Customer Support). 29 January 2019 - We e-mailed someone in Customer Support to confirm the collection date was in fact January 30th, as previously stated. 29 January 2019 - Someone in Customer Support responded via e-mail, confirming that January 30th was no longer available as a collection date. 30 January 2019 - We re-scheduled the collection date to February 2nd on the ArrowXL website and confirmed this with Diamond in Customer Support via e-mail. 02 February 2019 - Both incorrect items were collected. 05 February 2019 - ArrowXL came by the apartment again to make an unnecessary collection.

I am happy with Mede.com. All products are trustable & I also bought 3 Seater Sofas.