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Almost two years ago we wrote about Made.com, which had just launched after receiving £2.5m of backing from the likes of Brent Hoberman.

Made.com is a bit like Naked Wines for the furniture, in that it bypasses retailers, connecting consumers directly with wholesalers in order to supply “beautiful furniture without the high street markup”. It’s an innovative idea that we liked, and we said it had an excellent chance of success. 

However, there’s a problem. I’m one of the people at Econsultancy who receives comment notifications for our blog, and that Made.com post regularly attracts unhappy customers who complain about poor service, faulty products, cancelled orders, the courier company, and – most commonly – the lack of a telephone number on its website. It's been bugging me.

At some point I expected Made.com to wade into the fray, apologise, listen to the issues, and then try to fix up the problems. But there’s no sign of any intervention from somebody at the firm who cares about service. 

I turned to Twitter, to see if the company was more responsive on that channel. There are signs of life, but a search for ‘@madedotcom’ makes for depressing reading, and suggests that the customer experience isn’t what it should be:

Made.com customer service issues

The lack of replies from Made.com are telling. In addition, it’s censoring negative comments on Facebook:

All of this is a surprise, given that this is an internet startup that should know better. So much for transparency, engagement, and caring about the customer experience. Clearly Made.com didn’t get the memo.

Why the service allergy?

Avoiding customer complaints is short sighted in the extreme, but when a company is relatively new it is borderline insane. Buying from a new company is always a leap of faith for consumers, but more so when we’re talking about a product such as a sofa, which has a relatively high order value and a lead time that can be as long as 14 weeks. 

I can’t find a telephone number on the Made.com website, which is one reason why aggrieved customers are leaving comments on our site, and complaining on Twitter and Facebook (albeit deleted ones), and writing dozens of one star reviews (there are a bunch of five star reviews too, so it’s not all bad). To my mind, this is far from rocket science: the lack of a contact number is forcing people to do their bitching elsewhere. Is that really what Made.com wants?

Trust and transparency are so important in an age where everybody can have an audience and can be a publisher. There is literally nowhere to hide, and businesses need to adjust. It’s easy to delete an unfavourable remark on your Facebook page, but it’s not the smart thing to do, and it’s impossible to delete people’s tweets, comments on blogs like ours, or reviews on consumer websites. 

I started this post by comparing Made.com to Naked Wines, but the difference is that the CEO of the latter company actively responds to complaints (even though many of them seem to be dubious).

Lifetime value FTW

In my view the very best KPI in business is average customer lifetime value. It tells you a great deal about loyalty, purchase frequency and average order values.

Companies that focus on this metric tend to have more respect for the customer than ones that don’t, because it’s not just about pricing, it’s about the customer experience, satisfaction and retention. Miserable customers don’t become repeat buyers, or brand advocates. Made.com is missing a trick in this regard, particularly given the nature of its business.

It may be impossible to please all of the people all of the time, but I’ve found that I have much greater respect for a company that fixes a problem, compared to one that makes me sit on hold for 20 minutes before somebody who can’t actually help me picks up the phone. Problems occur: it’s how you deal with them that counts. 

Made.com needs to rethink its approach to service, or it is going to face an uphill struggle. Acquiring new customers is one of the more challenging things in business. Retaining them should be far easier, as there’s already an existing relationship in place. Damage that relationship and you’re in trouble, and more so if your customers tell the world how rubbish you are. 

The flipside is customer advocacy and lots of repeat business, which is a much better scenario. And that’s why companies or all shapes and sizes need to invest in service, and go the extra mile to deliver a wonderful customer experience. 

I don’t really do favourite quotes, but one that has always stuck with me was from Tony Hsieh, the Zappos founder, who said:

“We are a service company that just happens to sell shoes.”

Zappos generates 75% of its annual $1bn+ revenue from existing customers. I think Made.com can learn a lot from that.

Update: Great to see that Made.com CEO Ning Li has left a comment below, in which he pledges to greatly improve service levels. 

Chris Lake

Published 2 February, 2012 by Chris Lake

Chris Lake is CEO at EmpiricalProof, and former Director of Content at Econsultancy. Follow him on Twitter, Google+ or connect via Linkedin.

582 more posts from this author

Comments (43)

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Kate Baucherel

So true - we have a client who put their toe in the water of Facebook recently, and wanted to delete the first negative comment they had. We helped them suck it in and react correctly, and the positive effect of that has been overwhelming.

Interesting that these guys don't publish a phone number and people are resorting to other methods - legally a website has to feature a way to contact the company "rapidly and in a direct and effective manner". No place to hide from an EC Directive....

over 4 years ago

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Jenny Simpson

They also have a very unsophisticated (read annoying) re-marketing campaign which has made me adamant never to order from them - ever.

I visited them once and then for weeks after they were everywhere I went.

A case of style over substance

over 4 years ago

Chris Delahunty

Chris Delahunty, Director at MMK Media

We had a similar problem as we had a good experience with made.com and reviewed it.

The comments about the article were all about poor customer service, and even claimed that we were blog spamming to help their SEO. Which we weren't.

But I would imagine that people came and commented on our article because they couldn't get hold of anyone at Made. Shame.

over 4 years ago

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IrishMark

I have to disagree a little.. this is an online business and with most businesses operating in this sector you tend not to get access via the telephone.

It adds to cost and I really want a low cost option here having spent fortunes in the past in Heals and Habitat..

When my furniture was delivered from Made I used their perfectly responsive chat facility to sort a few issues out and everything was then perfect.

I know the deal - don't expect the world at those prices... it is only a chair! It will arrive eventually. Most of the tweets I see are really positive.

This is a great online startup UK born and bred.. let's stop destroying the growth that will drive our economy over the coming years.

IrishM

over 4 years ago

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Made.com

We at Made.com sincerely apologise for any customer frustration caused by our recent spike in sales. The volume of deliveries has doubled in the last few months and despite growing our customer service team to mitigate against the increased volume, we have not responded fast enough. We will rapidly grow the support team so if you have any qualified friends who could help us deliver outstanding customer service in the future, then ask them to send their CVs to jobs@made.com

We want to deliver transparent and efficient customer service. Whilst not good enough we are now delivering 92% of orders three weeks ahead of schedule. We have returns well below industry average, we also do offer no quibble cancellations and vouchers if we have messed up.

We aim to respond to all queries within a 24 hour period, but this has been jeopardised by the recent sale activity as well experiencing some delivery company delays, and we apologise as this is simply not good enough and does not reach the standards of service we stand by here at Made.com.

We have a plan in place now and we are working hard to get the service back on track and fulfilling on our promises to all made.com customers as soon as possible.
In addition to doubling our customer service team this month, we are also introducing a designated helpline so that customers may talk to us directly to reach a faster resolution. Please do not hesitate to contact us directly on contact@made.com if there are still outstanding issues with your order and we will aim for a swift resolution.

Our systems and processes are being rapidly improved to cope with any future spikes in demand but we should have been better prepared, we are a young company on a mission and this article has highlighted a problem we know and are addressing but we will use it to spur us to faster resolutions, more delighted customers and saving them more money with less frustration not more!

Ning Li

CEO, Made.com

over 4 years ago

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craig sullivan

@Ning

If some customers are as badly affected as it seems, you need to start writing something more like this - take a leaf out of this book:

http://www.quora.com/Why-did-Bonobos-have-such-an-epic-fail-on-Cyber-Monday-2011

Such candour and honesty is welcomed by customers and can be a much better source of revenue than remarketing (hint hint).

The management team at mdc are well aware of being caught out by rapid growth (I remember the lastminute offices when I visited for an interview - like a hieoronymous bosch painting crossed with wipeout 2097). This might explain some of the issues seen but doesn't say anything about the stock quality issue alluded to.

Two pieces of advice FWIW : I'd make a big effort to be honest about all the issues and make this open, honest and publicly available and discussed. Hey - it's painful but it's part of the redemption and actually a great story if you do it right, for them - the customers.

Secondly, I'd invest in some conversion optimisation skills in the team - you may need to try and manage or optimise the priority issues by making tweaks to the website and contact handling stuff. This will help keep contact volumes from overwhelming you (this has happened to me before - a kind of perpetual backlog). It's avoidable by scaling but also can be helped by the website design.

Above all - your next chunk of growth and indeed the current one is underpinned by customers buying and then recommending you. It's an invisible part of your brand and it's like removing the floor from an aircraft if you're offering service you can't fulfil. I'd throttle back on acquisition whilst you deal with the chunk that's already on the powerpoint slides - this will ultimately help make sure the next bit isn't shrinking.

C.

over 4 years ago

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marcus lydon

I CAN SAY WITHOUT ANY DOUGHT THAT MADE. COM ARE THE WORST COMPANY I HAVE EVER DONE BUSINES WITH.THEY DELIVRED 2 SOFA BEDS TO ME ON NOV27,ALL WAS WELL UNTIL I STARTED TO PUT THEM TOGETHER,FIRST THE FRONT LEG WAS MISSING FROM ONE OF THEM,THEN THE NUTS AND BOLTS TO HOLD THEM TOGEATHER WERE ALSO MISSING.IT IS NOW THE 3/2/12 AND I AM STIL WAITING FOR THE PARTS TO ARRIVE.THERE EXCUSE LIST IS ENDLESS BUT NEADLES TO SAY THEY ARE PURE BULLSHXX. ADVICE STAY AWAY FROM MADE.COM.

over 4 years ago

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Martin Jones

I believe their customer service email must be automated as the replies to my questions are parrot like repetition that my items are due to be delivered (on a date in the past) whilst their website has tracked the items from China to the UK and now 2 of them seem to be back in China in the factory again! It seems pointless writing long emails to them that get the same response - I ask them to call but my requests are ignored. I will try going to their registered office in Notting Hill tomorrow

over 4 years ago

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Disappointed Customer

I agree with this post completely. The Made.com service is awful. I ordered a table and couldn't arrange with their outsourced delivery company a decent time to deliver the item. They only wanted to deliver in the afternoon when I'm at work. Of course, there's no telephone number and nobody at made want's to take responsibility once you finally get hold of them via email.

In the end I had to get the table delivered to my office and take it home in a can - a massive effort! The cheeky part is they wouldn't refund me the ridiculous delivery charge even though if I'd ordered on their website that week I'd have qualified for free delivery anyway.

Terrible customer service compounded by the lack of responsibility and transparency. They have no understanding of the lifetime value of a customer or the amount of negative word of mouth they cause. The post from the CEO above is just a bunch of rubbish excuses without actually addressing the issues. Just but a phone number on their site would be massive and overdue start!!!

over 4 years ago

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Martin Jones

update on my previous post - Claire from customer service has been in touch a few times and it now seems my sofa has arrived and will be delivered this Friday along with the armchair. I understand that made.com are launching a customer service phone line tomorrow which should make it easier to get a response

over 4 years ago

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Nick Gallop

Last year my wife ordered an £80 LED lamp from them, which finally turned up in September, then promptly went on the blink over Xmas, so when we asked for a replacement or a refund were told we could have a £25 voucher off our next purchase. If this is the best they can do it will be a very long time before we ever contemplate doing that, but rather more likely that we'll be exploring other avenues - like the Sale of Goods Act and/or the Small Claims Court!

over 4 years ago

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Michaela Barnard

I think that the concept and product(s) is excellent. But when something goes wrong it goes VERY wrong.

I am still waiting for a replacement part almost 2 and 1/2 months after the original delivery. It is integral to the furniture but Made.com actually offered me £75 to buy a part myself - shocking. They have sent me £25 off my next order (!?!) which I had to ASK for. And have said they have no way of knowing when the part will arrive. Absolutely outrageous. And I am sure this contravenes EU regulations on settling issues such in a timely manner.

over 4 years ago

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Georgina

This company has learnt nothing since you wrote the main review. Ning Li (comment above) says they are introducing a help line - well, they haven't! I ordered over £1600 worth of goods, all that arrived were faulty. They say they will refund - and don't. They say they will collect items - and don't. Their customer service is atrocious. I have written over 40 emails since January and still issues are not resolved. I wrote to Ning Li - he did not reply. They have no complaints procedure and no phone number. People should be warned about them.

over 4 years ago

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Made.com

We would like to update Econsultancy and our customers who have been previously affected by poor service levels following our post of February.

As part of the growing pains of a start-up, in February and March we experienced low levels of customer support and we were understaffed to meet the volume of deliveries which took place.

Whilst we still have a long way to go and we recognise part of the improvement will be an on-going process, we did listen to our customers and have worked very hard in the past few months to improve our service. Here are a few things we have achieved that we would like to share with our customers:

- We have scaled up the customer service team, which has tripled in size in the last few weeks resulting in a much improved service level

- As promised we have set up a new hotline. All our customers now can call us on 0845 557 6888 between the hours of 9:30am and 5pm (Monday to Friday)

- We have implemented a Live Chat feature on Made.com so you will also be able to chat online with one of our team in real time.

We still have a lot of room for improvement and we are aware of that. Please bear with us as we are working hard behind the scenes to resolve the outstanding issues. If you need any help for your orders (deliveries, refunds, etc) please send us an email to contact@made.com or call our customer services team.

Thank you very much for your support!

Ning Li

CEO, made.com

over 4 years ago

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Mike S

Ning,

I have bought one product from yourselves, a coffee table, which is a decent piece of furniture for a fair price.

However, you need to sack your customer services team as they are ignorant to the point of being rude. Three e-mail requests to arrange delivery on a day which I would be in were ignored, the fourth received a response by someone who failed to respond to the issues I raised regarding delivery and, by that time, absolute dissatisfaction with their service. Leaving customers raging through simple things like failing to respond to reasonable requests, let alone failing to actually resolve customer issues will not be conducive to your future growth.

I was tempted by a fine looking sofa on made.com but really don't want to deal with amateurs again so will seek a similar design elsewhere even if that be at a higher cost. I'm more than happy to pay for quality customer service, as happy as you seem to be to drive away sales...

You advise people to e-mail your customer service people? Yeah, good luck to anyone that tries as answering e-mails seems to be outwith of their responsibilities.

An absolutely appalling company.

over 4 years ago

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Angela East

Dear Ning

I have purchased a number of items from made.com. So far I have had a Tomoko Bench ( arrived as promised - wasnt as nice in the flesh as on the web but not bad for the money) and a Chopper Coast stand. These items were delivered as promised and reasonable quality which then encouraged me to try a few more of your products - HUGE MISTAKE!!

I have since had:

Bergman Coffee Table - arrived with one broken leg, scratched enamel and rust. I ordered this in October, received it early December and finally received a replacement last month. This was after many unfulfilled promises from your company and about 10 emails.

3 sense bins - 2 with lids that don't work, one that is dented. Since arriving in December the 3rd one has stopped working. I informed you of this in December and despite numerous promises from Fiona Adomake, Justin Barrett and Paul Scattergood that the new lids have been dispatched to me I still haven't received anything. THe latest information I have from Paul Scattergood is that despite being told the new lids have been dispatched the warehouse hasnt been able to locate them between December and the 26th March and in fact the hadn't been dispatched as promised by 3 different members of your customer service Team. Paul has told me that I will now receive new bins which will arrive in the UK on May 17th ( only 7 months after the order has been placed and 5 months of living with bins that dont work.) I await the arrival with baited breath but wonder if they will actually arrive.

The Newark Sofa - This was a delivery disaster like no other - despite communicating with your customer service staff that it was being delivered to a holiday home and we would have to have a couple of days notice of delivery in order to make sure someone was in to receive it. At the time of order I was assured that this wouldn't be a problem and that I would be given notice and a degree of flexibility.

After a great deal of communication between the delivery company and yourselves I organised for the Newark Sofa and the Orsen Chair to be delivered on the Friday. I organised for my in-laws to travel from their home 80b miles away to be at the house on the Thursday evening so they would be home all day for delivery on the Friday.

Imagine my surprise and horror that on Thursday afternoon I received a call from a dedlivery man saying that he was outside my property with the Sofa and chair. I told him he was supposed to be delivering on the Friday and was informed " a lot of people have said that today" I explained that I didn't live there full time but my in-laws would be in tomorrow as arranged. He told me that if he didn't deliver today that it would be another week to arrange delivery. My in laws had already set off to the house and would have been ridiculous for them to have a wasted trip and come back a week later. Fortunately the delivery driver was really helpful and said if i could find someone locally with a key to pop round he would wait till they arrived. Fortunately I found someone who has a key who was able to pop round and let them in.

The sofa cushions do not fit the Sofa properly and after very light use already the cushions are looking worn and tired so it looks about 3 years old - amazing for a sofa in a house that is only used as a holiday home - it is poor quality and will not last very long. I was offered a refund and they would come and collect it but after the fiasco of the delivery I had no confidence that they would be able to organise a collection when I was actually in the property.

The Orsen Chair - this came on the same day as the sofa. The wooden chair legs were chipped, the webbing torn on the underside and the fabric had chalk marks showing where it had been cut. It looked like it had been made in a rush with little care. Although unlike the sofa it is actually very comfortable and now that i have removed the chalk marks myself it looks good.

After numerous email's we agreed to a partial refund and eventually ( after a few more emails) it arrived back in my account.

On each occasion when I complained I felt that my emails were being skim read and a standard response given - my points were not addressed and often I had to email 2 or 3 times before I got a response. I was passed from person to person and despite entering into correspondence with you about faulty items in December I still have outstanding issues.

I understand that you are a relatively new company and that sometimes things go wrong. However all it would have taken was for an actual apology and a phone call from someone to tell me that things were going to be sorted out and that it was just an unfortunate one off case. THis did not happen and did not receive a proper apology or an explanation of why so many things went wrong and i was told incorrect information numerous times.

I understand that made.com is cheap and you get what you pay for. However your marketing strategy consists of a promotion on the fact that you offer good quality products from the best furniture makers in the world but cut out the middleman so that is how the saving is made not by reducing the quality.

Ironically i sent the photo's of the damaged chair and sofa to you when you requested publicity pictures for your website. I got the speediest reply i have ever had from made saying thank you and giving me a £15 voucher. If only response to customer complaints were answered so quickly.

I also have a £50 voucher off my next order which I am not sure how to use as I don't have the energy to chase up after a poor quality or damaged items.

I was so excited by the idea of made.com but have been left bitterly disappointed by the whole experience - quality of products, delivery and customer service has been a huge let down.

over 4 years ago

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EYL

After reading these comments, I was scared senseless and decided that instead of buying a lot of cool looking furniture with risk of disaster that I would just go small with a lamp and cheap sleeper sofa.

So far, I have had a CS response that said, "Due to large volumes this easter..." 10 days after Easter.

Stay tuned, more to come when I actually receive my products!

over 4 years ago

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Marley

Having recently bought two items through made, I'd say the biggest problem is their choice of delivery partner. Yodel are awful. I waited in for an entire afternoon, only to find one item wasn't delivered, despite both being together in the same warehouse - according to an email from made.

Yodel have this morning left a garbled voicemail stating the next item will be delivered TOMORROW between 12-4 pm! What planet do these people live on? Obviously one in which nobody works or has any other obligations.

What i can't understand is why they persist wiht Yodel. The delivery fees are significant, but all I've ever heard about yodel/HDNL are awful stories. Surely another important thing for them to consider, when the awful reviews of yodel are also all over the internet.

over 4 years ago

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Kirsty

I originally ordered a Moritz coffee table which I was very pleased with when it arrived in January. We then ordered some table lamps and another matching table being confident in the quality and service. The lamps were delivered within weeks, however we were informed that the table was being manufactured and would not be delivered for another three months. Despite our disappointment we waited and at the end of April had to contact Made as no delivery had been advised. We were than advised that out order had been cancelled and allegedly we had been informed by email (not received)! It took three attempts to refund the full value of the product, and we are now left with a single table for which we cannot achieve a matching one. Our attempts to return it were met with a tardy response suggesting that we return the table in the original packaging? Inconceivable to think we would have kept it for three months, and moreover placing the onus on us to return the table undamaged giving the impression that we are the guilty party when in fact we are the victims. We will certainly never again attempt to purchase anything from Made.com

over 4 years ago

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David

Oh dear, looks like made.com has slid back into its old ways. There was a vast improvement in service levels since this original article and we are starting to see things slide again. I had an issue last week and demanded someone senior call me and I was told that the manager was off sick and they didnt know when she would come back! what a shame. rudderless by the looks of it.

over 4 years ago

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Swifty

Extremely, extremely, extremely poor customer service.

None of the agents every called or emailed back when they promised too.

According to MADE.COM customer service manager (Gemma), the tracking of my item on the website, did not match the tracking they had on their system, so they didn't understand where I was getting my dates from.

They were completely unapologetic, doing nothing to appease me.

I have asked for a full refund, which they have promised to rectify in two days, fingers crosses they haven't MADE.COM that up.

I won't hold my breath.

about 4 years ago

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Neil

Do not buy anything from made.com!!

Their customer service is shocking, the pits.

I tried to buy a lamp off them but when it arrived I realised they had only sent me half a lamp!!

When I spoke to their customer service they told me I would have to wait another eight weeks to receive the rest of the product!!! No apology about this despite it being their mistake.

I have since told them that I am not prepared to wait eight weeks and I want my money back but they have refused to give me a refund. So I am £100 down with only half a lamp.

This company is a disgrace. Please do not give them your money because you will regret it!!

about 4 years ago

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James Ireland

Beware this company made.com.

Three months ago I ordered a white Bergman cabinet and this week it finally arrived.

Upon opening the box I discovered several faults with the product. The melamine had peeled away in places. It seems these faults were made in the factory, identified and then covered with filler. In addition the side panels were scratched in several places. What's so annoying is the fact that at some stage quality control has noticed the faults and tried to mask them.

I didn't even bother constructing it.

Customer service were quite helpful but one thing that I found irritating was their 'first resolution step' in which they asked me to unbox the item again and photograph the damaged panels and upload photos to them. Why oh why would I want to spend any more of my time doing this? Why can they not simply do it once they get the item back?

A couple more emails later and they finally agreed to collect item. Hopefully that will be sooner than three months time.

£120.00 for a sideboard, £899 for a luxury corner sofa, at least 40% of high street prices. There is a reason people. Aiming for two places above Ikea, finished several places below. Hardly olympian.

about 4 years ago

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Neil

The service I have received from Made.com is so bad it is funny.

This is coming from a person that has never bothered to write a review about any company.

Made.com has only delivered half the item I have purchased and they have told me that I have to wait a further two months for the final piece to arrive, further penalising me, the customer, for what is clearly their mistake. I have rejected this and sought a full refund.

They have been reluctant to swiftly pay me a full refund despite the fact that I have not received the item that I have paid for.

They have since asked me to take time off work so that they can collect the remainder of the item or I have to pay for the half of the item to be returned to them at great expense to me.

If you are foolish enough to waste any of your money attempting to purchase, what appears to be attractive furniture, from this company, after reading the numerous negative opinions on a number of review internet sites then you only have yourself to blame when it all goes terribly wrong!

about 4 years ago

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George

Unfortunately the customer service is so poor that one will really hesitate in ordering anything again. I had to take a day off from work to wait for the delivery, which never arrived. I did not get any notification for 2 days why this had happened and i had to contact them!!! When i mailed them , they replied that they sent it to a wrong address and they will send it the following week, which it didn t happen.. I had to email them so many times to receive an answer for their mistakes and delays.. Finally the item arrived 3 weeks later...

about 4 years ago

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Saunders

They are still up to their old tricks! My husband and I ordered a sofa (£1200) from them, express delivery (2 week turnaround). We had just moved into our new house, so on the day the sofa was meant to be delivered I took the day off of work. However, at 8am I got a voicemail from the warehouse saying that they couldn’t locate our sofa so it wouldn’t be delivered and they would be in touch again to re-arrange delivery. No time frames were given and no number to call to re-arrange delivery. I then tried to call the customer service of made.com but they didn’t open until 9.30am. Once I got through they said they would look into what was happening. After having to chase them several times, I finally found out the next morning that the sofa was broken in the warehouse and it would take 13 weeks to send us a new one. They were really unhelpful and didn’t seem concerned about the inconvenience. In the end I had to cancel the order and was really disappointed!

about 4 years ago

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Flossie

Well, Reading the above I probably have got off lightly. MADE have 3 major problems, HDNL(Yodel), incorrect information on their website and inconsistent unprofessional customer service. I ordered 4 items of furniture from the Bourbon range.I had the two smaller items delivered to my office and put them in my boot. Not ideal and the driver would not wait while I checked them. This left 2 larger items. I had rung MADE before placing the order as I cannot be at home in the morning. MADE said this wouldn't be a problem...well....it was. These items were bought in their recent sale so were supposed to be available for delivery in 5 -7 working days. The emails and phone calls from Yodel started telling me that my goods were nearly here.This is when you get your hopes up! I again rang MADE and they said they would confirm with HDNL not to deliver in the morning. Guess what, HDNL rang at 10am on the appointed day to say they were just down the road.They told me they do not delivery to my area in the afternoon.They also said there were no notes on the paperwork to state afternoon delivery. I asked them to re-schedule the delivery but for some strange reason....they cancelled it. 2 Items sent back to MADE and another week + went by. Blah blah blah!
I actually got the remaining 2 items on Saturday, yes, Saturday! BUT they arrived in the back of someone's car(he must do weights because they are quite heavy items) and despite what their website says, the driver refused to take the vast amount of packaging away. A trip to the dump on Sunday morning to dispose of this.
I have asked for compensation for all the problems, phone calls and my time but this has been refused. Luckily the Bourbon range is 'distressed'(as am I) so any small imperfections look deliberate.I could not face trying to return the items anyway. I read here that other customers have fared worse.
So, I will never deal with MADE again. The whole process has been a massive wind-up and I can do without it. AVOID!!!

about 4 years ago

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Kirstin Innes

Adding my voice to the growing list. I ordered a lamp, a sofa, and two bedside cabinets from them in May. The lamp arrived within a week, with no problems. With the sofa, they used Yodel, so obviously there was a problem and we finally got it three weeks after the original delivery date, after three separate delivery dates had not been met. The Yodel delivery driver who eventually brought the sofa, four hours late, was rude and threatening ("If you don't stop complaining, you won't be getting your sofa, will you?"), so I put in a formal complaint to Made.com which was taken very seriously for all of a day before being forgotten about.

Now, the bedside tables. I was given an original "leaving the warehouse" date of 27 August, which is an exceptionally long time, even given the disclaimers, but I thought I'd give them the benefit of the doubt - craftsmanship and etc. I sent a couple of emails in the period just double checking a) that they wouldn't be using Yodel to deliver the tables, and b) that they were still coming. Both emails answered promptly; no problem. At the end of August, I began to get a little worried, so got in touch to ask where my tables were. Four days later, this response:

I can confirm that your 2 x Bourbon Bedside Table, Azure Blue is on its way and due to be dispatched from our UK distribution centre by 19/10/12

Dispatched by the nineteenth of October. Not even delivered. With absolutely no explanation as to why. I responded right away, saying that this was unacceptable, reminding them of the outstanding complaint re. sofa delivery and asking for compensation. No response for a week, until I started kicking up at them on Facebook and Twitter. Someone has phoned me and explained there's a 'manufacturing problem' with my tables, and offered me a £50 voucher against my next purchase! I really don't think there's going to be a next purchase...

about 4 years ago

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Lisa

Even though we had read the reviews, we were willing to give Made.com the benefit of the doubt. This turned out to be a huge mistake. We ordered the Jersey & Jonah sofas early August. Suprisingly later than expected off the website the Jonah sofa, only once ordered was estimated delivery after Nov 3rd and the Jersey sofa last week.
No phone call was ever made to us at any stage in regard to the delivery date, so I contacted Made.com. Having been informed of a date, the delivery company arrived a day early unannounced and brought the wrong sofa. I was concerned that the delivery company advised me to use this sofa until another turned up and that this situation happens frequently!
I refused delivery and contacted Made.com. No apology given and I was advised my sofa was sent to an incorrect address. Re-delivery was made a week later with an attempted delivery of a faulty wrong sofa AGAIN!! No apology and I was asked what I wanted to do about it. The only resolution according to Made.com was to reorder and wait 8-10 weeks again. What an absolute joke this company is. I was told on the phone that "95%of orders arrive ok". Well not according to these reviews! Even if you are thinking of bypassing these reviews, please think again. Chances are..you may never see your ordered items!

about 4 years ago

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ghislain

after reading this review, I also wanted to give made.com the benefit of the doubt. Unfortunately I was disappointed. My impression is that their low prices are explained by lower standards of quality on average but also in the service. Some items may be good, but there is no consistent standard of quality. My experience is that the low price is not worth the risk. John Lewis and even Habitat are better alternatives.

Full review here:
http://www.reviewcentre.com/Online-Home-Furnishing-Shops/Made-com-www-made-com-review_1713311

almost 4 years ago

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Jane Carson

Oh dear, I'm not happy reading all these comments. I ordered a chest of drawers (Ledger) and bedside cabinets 2nd July. I received the chest no problem as it was Express Delivery but I'm still waiting for the cabinets which have now been put back to 20th November. I was offered £25 off next order but I doubt I'll order again. Trouble is I don't want a refund because the cabinets match the chest. I notice that the Ledger cabinets are now showing Sold Out. 5months is a ridiculous amount of time to wait for a piece of furniture. John Lewis it is then next time!

almost 4 years ago

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Carl

I really like the look of the Jonah sofa on made.com and have been vainly searching for a good review of made, somewhere, anywhere (other than on its own site). I tend to look past negative reviews and a glimmer of hope is normally enough for me to think I'll be one of the lucky ones, but made's reviews are so overwhelmingly negative that I can't do it. I was heartened when I read Ning Li's first e-mail above, but disheartened again as I read down the list. Made needs to sort out its communications problem!

almost 4 years ago

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saving-fish-from-drowning

Well folks, have been scouring the internet for good reviews of Made.com as I sit here with 2 Hendrix sofas in my Made.com shopping basket. Do I want to order or don't I? I've been reading and watching the minutes tick away before the basket expires. What should I do? Been uhming and arring for ages and finally thought I'd take the plunge and order to night but what I found has been really off putting. I am an avid online purchaser but it seems the power is always with the retailer and maybe its better to go to the high street so you can deal face to face for larger purchases as this as who can afford the money let alone the time when things go wrong. So have decided to delete my basket and head to John Lewis tomorrow.

over 3 years ago

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Michael

I used Made and had no issues. Also found a voucher online for £15 off your first order just key in QRC6SDEM at the checkout!!

over 3 years ago

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Mike

I don't believe Made.com will be around is a few years. The business model is based around naivety and wishful thinking. Taking loads-a-money upfront is nice for them, and nice for the furniture manufacturers but then reality kicks in. They can't cope with the orders.

over 3 years ago

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Victor

saving- fish,

Emptying your Made.com basket and heading to John Lewis is my suggestion too. Don't just head - sprint. It's what I did. JL is everything Made.com is not. Prices may be higher, but quality at JL is indisputably higher, and customer services are highly responsive and personalized. Good luck!

over 3 years ago

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Mr R. Forbes

I am currently having a miserable time trying to get my order - one simple lamp stand - delivered. I ordered it from Made in Oct 2012 and have today recieved yet another 'unforeseen delays' email from them putting my delivery back yet another month in spite of the fact that they wrote to me on 15th Jan 2013 to state quite clearly that my order had been made and was now on its way to their UK distribution centre. This was, as I now know, quite simply untrue and I feel totally decieved. I came across your website whilst trying to find out who actually ran Made and I have been absolutely horrified by the litany of complaints about this company.

over 3 years ago

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Susan Boon

I read all the really bad reviews of Made.com after I had impulsively ordered a large sofa and floor lamp. I was very anxious but was very pleasantly surprised when both arrived in good condition and much earlier than initially indicated when I ordered.

DPS delivered both items and were very good.

Maybe Made.com have listened to all the negative feedback and started to get things right...either that or I have been lucky.

over 3 years ago

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Faisal

My wife and I are undertaking a very extensive renovation and were looking to order a rather large amount of furniture from Made...after reading the reviews above I am now not so sure.

Is there anyone at all who has anything positive to say?!

Aside from the single review above, are there any recent MDC customers that are able to share their experiences? I am still overwhelmingly nervous and reluctant to purchase.

over 3 years ago

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Richard dancy

Just having issues with them at the moment as they gave me misinformation on the phone when I ordered which is an issue now I am returning. 3 phone calls so far and not resolved...

over 3 years ago

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Faisal

Hmmm..it seems from the above review which is by far the most current that there may still be issues, the question is how prevalent are these issues compared to a year ago when things did appear to be abominable.

over 3 years ago

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D Jung, Housewife at private individual

Oh dear, just read of all of this... Had yellow Jonah sofa delivered, was so excited to finally get it. But only 1 week later the legs are already wobbling, and I fear it will collapse. My family is very tall/heavy... Looks like this will be a depressing journey, judging from all your comments and trials with customer service. Groan. Why didn't I find you earlier?

Phibes

over 2 years ago

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Daniela Gutperl, Self-employed at Self-employed

This conversation started more than 2 years ago, and Made.com seems to have learned nothing! I too should have read the reviews... Any tips on how to get them moving to collect/replace faulty goods?

about 1 year ago

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