Posts tagged with Ostriches

Made.com: a case study of customer service hell?

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.

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