Made.com, a furniture retailer which 'cuts out the middle man' launched yesterday, backed by £2.5m in funding from Brent Hoberman, PROfounders and others.
The company was founded by entrepreneur Ning Li, and aims to bring down the cost of furniture by cutting out the wholesaler and the retailer and selling direct to the public.
I've been taking a look at the new site...
Funding
Ning Li was the co-founder of MyFab.com, a French website with the same concept of furniture retail, before cashing out during a previous round of funding. The £2.5m funding comes from Brent Hoberman, PROfounders, Marc Simoncini through Jaïna Capital, and John Hunt.
Homepage
The homepage looks good, and importantly, does a good job of communicating the purpose of the website to the new visitor.
The picture and the 'prices stripped bare' tag help to get the point across, and there are some useful links further down the page that explain the site and the business model.
Instead of having a long homepage which would require scrolling, everything is kept above the fold. The links to Why made.com, Well made etc open up space below the fold where the site is explained, or top sellers are shown. It's a useful way to get users to look below the fold:
Product pages
There is a limited range of products so far, but the products that are there are well-presented.
There is a countdown clock on the page which shows the time left until the piece goes into production, and thus the time left to place an order, which could have the effect of creating a sense of urgency in the customer's mind and push them towards a purchase.
There is plenty of information about the product, the designer, the place of manufacture, the process, and even the method of delivery from China or wherever else the product will be made.
Customers will have to wait 10-14 weeks for some products, but this is not uncommon in furniture retail, and the site does allow the order to be tracked all the way.
Product photos are high quality, and include a range of views and some detailed shots. The returns policy is made clear, and reassurances are offered about site security, though by text not logos. The only thing that's missing is delivery charges.
Voting for new products
The site also has a 'Labs' section, where users can vote for the products that the site will sell in future.
Customers can say whether they love or loathe a product, and give a five star rating for price and design before submitting their vote.
It's a good way for the site to gauge the popularity of new products, and also to find the correct price range when it is made available, though if I was a furniture designer, I'd be getting my friends and family to vote for me.
Checkout process
The basket page is fine, with shipping charges revealed, a summary of the purchase, and the same returns and security reassurances that are on the rest of the site:
The checkout process requires registration, though the form is at least simple to fill in. The process hasn't been enclosed though, so there are still plenty of links that could take shoppers away from the checkout.
Made.com has gone for an 'accordian-style' one page checkout. Customers fill each part at a time, and the next section opens up when this form is submitted.
This design means that the upcoming steps in the checkout process are clear to see, and the headings also act as useful links in case customers need to go back and edit any previous information they have entered, better than having to use the back button on the browser.
Also, there is a summary of information that you have entered so far along the side so you can quickly review your details and check for errors.
Conclusion
The backing, and the fact that the business model has already been proven elsewhere, suggests that Made.com has an excellent chance of success.
Like Naked Wines, it promises to provide quality products for customers at affordable prices by cutting out middlemen, and this is something that will appeal to shoppers.
Importantly, the site communicates this business model effectively, and provides a good experience throughout, combining usability with an attractive and stylish design. Whistles take note...
Graham Charlton is Editor at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+.
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Director and Co-Founder at 4Ps Marketing / SEM agency London
12:58PM on 23rd March 2010
I like the look and feel of the website. Seems to be lacking some Obvious SEO, which is a shame for a launch. I’m sure they have it in hand though. Nice clean website.
11:52AM on 6th November 2010
i bought a code from groupon £17 for a £50 voucher., after successfully purchasing my voucher, i steered my self to made.com , and have had a nightmare in the ordering process. firstly my voucher didnt work after trying to contact made.com ......they said my code was invalid, and to try and to contact groupon as they hadn't sent my code to them.! tried getting in contact with groupon no success. email or phone calls, i was able to contact USA groupon via email but they had a different system... later on the day after contacting made.com again to say i was unable to resolve the issue with groupon i had forwading them my invoice. they came back to admit they was a problem and that groupon did the error by sending out the wronge codes and to use the secuirty code not the voucher code.(this was a phone call i recieved , shortly later a email was sent out to everyone) --- i was then a little excited that i was finally going to able to make a order , but my voucher code still pops up invalid. a bit annoying when i thought it be a simple process. - all i want is my order made please.!!
3:10PM on 13th April 2011
I have found their customer service to be pretty awful. My goods went to the incorrect address. I could only complain through an email portal - there is no option to speak to someone. My complaint was ignored so I had to follow up. When I finally got someone to answer my email, I got no apology despite asking for one. I don't even know if the chairs I bought are OK as I haven't been able to collect them yet - they were sent to an address two hours away from the correct delivery address.
9:16PM on 1st July 2011
I bought 2 chairs from made.com and they delivered whilst I was out. I had waited in until past their delivery estimate and then they delivered to my neighbour even though I didn't request this. I don't know my neighbours and they speak very little English. I thought it would be safer to get them into my house but couldn't move the boxes as they were so large and heavy. The neighbours aren't happy as they have 2 huge boxes taking up space in their small house and I still don't have my chairs. No phone numbers for made.com or their couriers (Yodel). I'll never use them again. A phone call to arrange delivery would have been useful.
12:25PM on 22nd July 2011
I ordered the hollander bike back in February and am STILL waiting for it! There has been delay after delay on it reaching the UK and now that it eventually has, it has so far taken two weeks and counting for them to deliver it.
I also found the fact that there is no phone number very annoying, but after a bit of research, a colleague of mine found a number (which I'm happy to pass to anyone that requires it).... and managed to speak to someone direct. It was obvious that they weren't happy about being contacted via phone because they don't want to have to deal directly with all of their clearly unhappy customers.
Safe to say I won't be shopping with them again, and neither will my two colleagues who have both been waiting longer than I have.... one since January and one since November!!
1:32PM on 14th August 2011
My Hollander arrived a month late, I've opened it today and the stand is missing, there are none of the tools to fit it, and the handlebars are broken.
Please avoid at all costs.
1:33PM on 15th August 2011
Yikes
My Hollander bike is over a month late..so far.
My husband's similarly late bike arrived last week er... Minus a SADDLE and PEDDLES. Just not getting email answers so would be much obliged to MsHalsall (July comment) for Made.Com phone number!!!c
3:13PM on 18th August 2011
I've heard mixed reports about this company. A friend of mine purchased & the item was delivered much later than advertised. However, I also heard that they are doing high volume of sales? Does anyone know any more about this?
11:41PM on 21st August 2011
My Hollander bike took 6 MONTHS to show up. Several parts missing/broken. Looked great in the photos but really really bad quality in reality. I was worried about the safety aspect of riding it and took it to get checked out at my local bike repair shop. They refused to work on it saying it was too bad quality and not infixable. I was pretty scared when they said it was a 'deathtrap' and should not ride it home because both pedals were about to fall off.
They shouldnt be allowed to advertise a dangerous product in reputable mags like the Guardian and Grazia.
1:26PM on 31st August 2011
Hi Deanna,
i ordered the Hollander bike back in April for my wifes 50th.It still has not arrived. I sent an email last month and got no reply.
could you pass on the phone number that you have please.im a bit worried about the comments about the quality as it looks great in the photos.It does say it can be returned if you are not happy with it but you probibly have to jump through hoops to get a refund.Thanks.
11:12AM on 8th September 2011
Hi,
I have just received a sofa with a big rip in it. Would you be able to pass on the number Deanna?
Thanks
11:13AM on 8th September 2011
Hi,
I have just received a sofa with a big rip in it. Would you be able to pass on the number Deanna?
Thanks
11:14AM on 8th September 2011
Hi,
I have just received a sofa with a big rip in it. Would you be able to pass on the number Deanna?
Thanks
11:27AM on 8th September 2011
I bought their popular 'Orsen 3 seater sofa'... It has arrived with a massive dent in it and the fabric stained. I couldn't get in contact with them other than email. When somebody finally responded they said they'd give me a replacement of £200? What is that? Needless to say I requested the replacement and now they've just ended communication. I'm going to have to get the credit card company involved. Worst service ever. The fact you can't even call them is outrageous.
7:24PM on 10th September 2011
Really comforted to find all these comments. Our company ordered 6 velvet chairs from Made, and the quality of the upholstery was terrible. I demanded a refund and did get regular emails initially, though collection charge for them was £90! All my replies about charging for a faulty product's return being illegal was ignored. I finally gave up and consented to the £90 as I wanted the rather larger cost of the chairs refunded as quickly as possible. The chairs were collected by courier, and a month on we have not heard from Made or had a refund. All my emails have since been ignored by them, and I'm desperate for a phone number now, as they owe us over £1,000.
In addition, my husband ordered the Hollander bike from them for my birthday in June, and no bike yet. I'm glad it has not arrived though having read these comments, an I will be cancelling our order on Monday. Though I expect a long wait for a refund.
Please can someone post their phone number here!
2:46PM on 11th September 2011
Can you forward me the contact number please, Ordered a bookcase which arrived promptly but damaged and with no instructions. Have had limited success through email
Global Head of Online Marketing at Investec Bank
12:10PM on 12th September 2011
Could you provide the contact number too please? I've been trying, without success, for months to have them replace a faulty item. E-mail has had no success.
1:14PM on 12th September 2011
My 1st product was delivered late but my sofa and my new lamp just arrived 2 weeks and 4 weeks in advance, I was quite positively surprised! I don't have their phone number, but they are usually pretty good at answering emails and they called me back when i asked for it.
1:48PM on 12th September 2011
I wish I had read this blog sooner :( I am now £500 out of pocket and trying to return an item that they delivered and cancel 2 remainging items. After a couple of emails so far they seem rather less keen to get in contact with me than they were before they took my cash... If you could let me know the phone number I would be grateful.
2:02PM on 12th September 2011
I wrote a comment with the phone number on here and but it must have been deleted. I'll try again: 0845 388 8985.
10:53AM on 16th September 2011
V - thank you so much for providing this number. I was expecting an armchair to be delivered yesterday but I had a feeling the day before that it wasn't going to arrive when I checked myHDNL and the order couldn't be traced. I emailed Made, querying what had happened to my order and got no reply. So yesterday I rang HDNL and they said Made had requested the chair be returned to them. I emailed Made again and got an auto response saying they would be in touch within 2 days. Then I found this number and phoned and spoke to Clare. She checked and phoned me back and said they would never ask for an order to be returned and HDNL had told her that I refused delivery! Clare then said she would rearrange delivery and email me straight away to let me know when to expect it. No word as yet (24 hours later). On the other hand, my sister got her item 4 weeks early and is very happy with it.
Global Head of Online Marketing at Investec Bank
2:10PM on 19th September 2011
Thanks for posting the number - after months or getting no where via e-mail, it was all sorted to my satisfaction over the phone.
10:22AM on 29th September 2011
I am having the same problems with Made - and the number no longer works. Does anyone know another contact number for them?
11:27AM on 10th October 2011
Try: Clare Santos 0203 384 1309
11:31AM on 31st October 2011
I've tried to phone the numbers posted above but they go dead.
My order was late as well and then I had to postpone it because I was away by the time they sorted it out. I phoned to arrange collection and I went to collect this morning and HDLN had sent it back to Made!
I dont understand how companies can expect people to wait in 7am-7pm for a delivery!
I won't be using them again. Even with a 25 GBP voucher off my next order.
1:51PM on 9th November 2011
Made.com are using a dreadful courier called yodel. I received an email telling me that my storage table was on its way and I would be contacted to agree a date.But the courier from yodel attempted to deliver on Monday 7th when I was out. I arranged on their automated system for delivery the following day and stayed in all day. The table did not arrive till today (Wed Nov 9th) The courier was on her own and could not take the box upstairs. I was left with it blocking the door until a workman working for a neighbour kindly carried it upstairs for me. Meanwhile Made.com's website still reads that the item is being made.( the table itself is very attractive but not sure if the hassle is worth it!)
The only way to contact them is by email when I receive automated replies.
Ann Fuller
9:00AM on 13th December 2011
Hi, the above phone number for Made does not seem to work - does anyone have a number that does work please? Thanks
8:07AM on 20th December 2011
I have found the service on made.com to be an absolute joke! I ordered my sofa on 17 September 2011 and it still hasn't arrived. According to 'Clare' it's supposed to be delivered this week however I have just tracked my order on the website and apparently it has been cancelled. Has anyone had any success with the phone numbers??
3:47PM on 31st January 2012
Sofa bed arrived - was very happy with the service - earlier than promised, and within the 4 hour window given.
This is the second item I've ordered from them, and I've been rather evangelical about them, as until now, I'd been very pleased! However, the sofa is a second- there's stitching missing on the seat, and on their website I'm told I have 24hours to tell them. Emailed them three times since delivery on Thursday. Nothing.
SO disappointing! Numbers above don't seem to work, sadly. They've turned a great fan, into the exact opposite, as I've already spent an hour of my precious youth trying to find a phone number, just to return a faulty product - i.e. my statutory right!
Hannah
12:17PM on 1st February 2012
Very similar problems to the above. I received an email saying that the courier company has the sofa, then nothing. no reply to emails, no phone number that works. I won't be using them again. Their customer service is appalling
6:26PM on 2nd February 2012
One word. Abysmal. No phone number, no reply to emails, or emails that don't answer my question. Furniture still not arrived - already 6 weeks late on top of the original 16 week timeframe, still no one can tell me when to expect delivery. Has taken the edge off choosing something special and unique for my new flat. I'm kind of past caring. Will not be recommending them to anyone.
10:07PM on 8th February 2012
I found this blog after I realised there was no phone number for made.com!
Similar problem with not being informed about delivery by courier so now my coffee table is at my neighbours. The couriers basically misled them to think it's a small enough parcel to be left at their house so they would accept it. My neighbour was so kind to offer to help me with carrying it next door, however, it IS very heavy, so must wait for my partner to come back the weekend to lift and carry it with my neighbour onto first floor. I was really no good! This is a two-men job, paid for! This service is really appalling! And I can't believe that made.com hasn't got a phone number for their customers! This should be illegal! I really hope that the table is worth the hassle. I'm getting bit anxious now after reading all the comments...
For those of you who had trouble contacting made.com for faulty or missing items and getting your money back: I think, if you have made payment via credit card and it is above a certain limit, you may be covered by your credit card provider and get the money back from them. Worth giving them a ring! Good luck!
11:31AM on 16th February 2012
Made.com is an example of exactly how NOT to run a retail business.
Email-based customer support is responsive, but you quickly run into policy b*****it and sleazy practices.
- Shipping -
They use Yodel/HDNL. The UKs worst delivery company for large items. My first order or a table arrived loosely wrapped in bubblewrap. The corner was badly damaged and I had to get my hammer and woodglue out to fix it. Clearly a problem caused in the shipping process. I complained, but Made.com said there was nothing they could do about it since HDNL is responsible for packing. HDNL say, no, not us, we just ship what we're given.
Everything arrives late. Just expect it. The second part of my order has been sitting in an HDNL warehouse for 2 weeks now, they have admitted to a computer error that means they need to locate my item again.
- Vouchers -
In amongst all the other disasters relating to my broken table, made.com offered a £25 voucher. I thought, fantastic, I'll be able to put that towards my other vouchers...
I was given two gift vouchers at Christmas, after I had excitedly mentioned some of the products I had seen. So I have two £50 voucher codes. But oh-dear! I can't use them. I have to place 2 orders, one for each voucher. So I want to buy a table for £125. But I can't. I have to spend £75 in cash to use the £50 voucher. A lawyer friend advises me that this is almost certainly illegal in the case of purchased vouchers (freely distributed vouchers can have rules attached).
They offered to combine vouchers, but will only combine 2. They £25 and one of the £50s. So I still endup handing over £50 of my own money, when they're holding a £50 voucher for me. SLIMEY B*****DS.
DO NOT BOTHER WITH MADE.COM.
9:32PM on 22nd February 2012
Unfortunately I agree with all the previous comments. I have never had such a dreadful ecommerce experience - and that's going back to start up days. They have clearly spent all their funding on supply chain and totally forgotten about the customer at the end of it. They tell you they have real time tracking and all that is there is a totally pointless status with no link to any tracking IDs etc. I had stuff delivered without any notification, very heavy and left with a neighbour. Other emails flying around about other orders and I'm totally lost as to what on earth is going on. I emailed them and all I got was, some 3 days later, an email telling me that the delivery company were wrong. I cannot believe with the backing they have that they clearly don't give a toss about their customers. If they carry on like this they wont have a problem as they won't have any customers!
2:12PM on 29th February 2012
Terrible company! I paid £20 for saturday delivery and Yodel are telling me that they do not deliver on Saturdays!! I've emailed several times and had no response.
Does anyone have another number for them? I've tried those two and they do not work.
12:28PM on 1st March 2012
Do not use this company. I ordered a bed and mattress on 3 Jan and they did not have a problem taking my money. When I emailed to find out when I could expect it they said it was arriving at the warehouse 27 Jan. Still no bed in Feb so queried again to be told it was no longer in production and I would never receive it. I asked for immediate refund and was promised it on 10 Feb but still I haven't received it. I emailed asking for a telephone number which I did not receive and was told I should have my money by the end of this week. I will take this up with my credit card company if it isn't there. Absolutely disgusting service!
12:33PM on 1st March 2012
I ordered a bike at the end of January, and it has been in transit for three weeks. The problem is with HDNL, but made's refusal to provide an operational telephone number only adds to the sense of frustration. They took my money a month ago, yet refuse to reply to my emails. They even had the temerity to ask for feedback on my purchase. What the f**k is going on?
AVOID THIS COMPANY AT ALL COSTS. THEIR BEHAVIOUR IS CRIMINAL.
2:33PM on 1st March 2012
Just got the number and actually spoke to someone who has promised to phone me back!
0845 557 6888
6:30PM on 3rd March 2012
Disappointing customer service!!!A desk was delivered in the wrong colour and despite numerous email to the made.com team,xtensol not one person in the team replied. Am still awaiting feedback 2 weeks later. I would not recommend this company.
1:48PM on 7th March 2012
I wanted to buy something from made.com. I emailed them a question about the product before buying but they never replied. I am now thankful they didn't! After reading the comments here I am very glad I won't be buying from them. Nice website, Brent Hoberman, but appallingly poor service.
8:00AM on 9th March 2012
Unfortunately, I am going to have to join in with this list of complaints. The rule always is "you get what you pay for", however, I too fell for the glossy website.
I bought the Hollander bike but it is terrible to ride, even on flat ground it is exhausting. Plus it is very cheaply made (paint easily chips, not very sturdy).
I contacted made.com by email and they did accept to return it.
However, now I have to deal with their delivery company. I have been away all this week, so unable to accept a delivery date until next week. Despite telling them this, I get a call every day to arrange a delivery in 2 days time. It turns out they have a computer that will call and if you answer you get transferred to an actual person. If you don't answer, their system will call you every 2 hours! I got up to 6 calls a day every day! Because they plan only 2-3 days ahead, there is no way of arranging a delivery for the following week. You can only delay their call for a couple of days.
So here I am, sitting on holiday, having made.com's delivery company reminding me of home every 2 hours!
Never again!
1:00PM on 15th May 2012
Late, late...woeful customer service i.e. part with money and wait and see what happens. Clearly = bunch of arty farties who sadly don't know how to run a successful business (probably only interested in boasting about how they earn a living when away on weekend jaunts with other bores)...don't believe the hype and avoid like the plague.