MADE.com is dreadful company, best avoided

[2022HereWeCome]

So, I placed an order at Made in November. Initially I was advised that it would be a 16 week wait for the item - not ideal but thought it would be OK. Since then I have had an email saying delayed to mid-April and I rang them today to check status and found out they are now predicting early May.

That's 5 months they've been sitting on £220 of my money without providing a product. I told them I wasn't happy and they offered me a voucher for £15! That's it (less than 10% of the value of the order).

So I cancelled my order - I just don't trust them to deliver. AIBU to think this is a shit company, that takes people's money knowing they are going to have problems fulfilling the order in a reasonable timescale just to keep cashflow up.

We’ve had really good experiences with them.

I also find Wayfair like this

I’ve not had any issues.

Many companies are having shipping problems. - it’s not unique to made.com

Their lack of comms is awful but you got your money back?

I've never had a problem with them tbh.

I would be annoyed at the estimated delivery date keep being pushed back too, but I dont think you can hold the retailer fully responsible for that, given the current circumstances. All industries are affected by covid, Brexit and the import issues they bring.

The stuff is made to order though and so it will take time. Ime the communication is good. I ordered a side cupboard and yes it did take about 5 months but they regularly emailed me about it and I absolutely love it. It’s very well made and It was worth the wait

We have a bed and sofa from them and although their delivery times are long we've never had a problem. I'm aware there are a lot of issues with supply in all industries at the moment (IKEA have had a few things were after out of stock for months).

One thing I would moan about re made.com is that there photos aren't representative of true colours. Our sofa is a completely different colour than what it looked online. I always send for fabric samples now.

Probably nothing to do with MADE and everything to do with COVID delays, Brexit, supply chain problems and shortages of raw materials and staff. We ordered chairs from another retailer (considerably more than your expenditure) beginning of July which were due for delivery beginning of November and which, after several delays, were finally delivered on Christmas Eve! If you order anything now from a company which makes the product up to your specification there are considerable delays.

Supply chain problems are normal at the mo. Sounds like they a) told you there would be delays b) offered you a voucher and c) gave you a refund when you requested. It's normal for furniture to take a while and you're usually warned of this when buying.

I've only had good experiences with Made.com - as someone said, the items are made to order and every single furniture retailer in the country is having exactly the same problems.

I've actually bought quite a bit of furniture form Etsy recently - as it's all individual sellers, it's all handmade. I've really been impressed because a lot of the prices of items have been comparable to the big furniture retailers

I’ve had great service and lovely products from them.

I've never had a problem with them in the past. There are huge logistics problems with furniture supply chains at the moment due to global disruption so I'm not surprised they have been affected.
I bought some shelves with another well known retailer and was more than pissed off when after a long wait they just didn't turn up with them and only apologised after I contacted them.
Basically if it's not in stock at the moment (so available for immediate delivery) delays are very common across most retailers that import goods or parts for goods.

I would guess shipping issues, we had horrendous delays with companies last year because of this and it is still a massive issue.

Shipping and supplies are all over the place

I had trouble with Made. The item was not fit for purpose (an over door hook that then made it impossible to shut the door) and it took me many e mails to get them to agree to refund the postage on the return. In the first place I said I could drop it into their shop, ‘computer says no’. Then they deducted both the original postage snd my return postage from the refund, and sent e mails that were not customer-friendly polite.

I do like a lot of their stuff, but would never do another online order.

I normally have good experiences but recently have been terrible.

I ordered an expensive sideboard which arrived damaged. I let them know and they sent a new one - also damaged. There was a gap of about 4 weeks between the first one arriving and the second.

I said I’d just like a refund, but they wouldn’t accept the first one without the packaging. It was a large sideboard where you had to rip it apart to open it. It was not possible really to repackage it, and given it arrived pre Xmas, I threw it away as it was so bulky it was taking up my entire living room.

After much back and forth (including them suggesting I buy a large box to send back their damaged product), I’ve ultimately agreed to keep the damaged product, for less than 10% off just because I wasn’t getting anywhere.

I wouldn’t expect that kind of service spending £500 plus on furniture!

YANBU. I bought a rug for them, they said it was on its way, never arrived. Then it was apparently never shipped. Then it was in the warehouse. Then they couldn't find it. The whole sorry saga spanned out over weeks and weeks and throughout the customer service was just dreadful.

I'l buy a lot of stuff from Wayfair and when I have had a few issues the customer service was quick and polite and put MADE to shame.

I had the same with DFS last year. It was over 5 months from paying them to delivery and I had several delays and lies.
It's arrived at the port and awaiting transport
Then oops it wasn't on the container we don't know what happened (so how could it have arrived in the country)
It got as far as being at the distribution centre before it apparently took a trip back overseas. 🙄
Then it was on a lorry then it wasn't because the drivers had covid.

The lying pissed me off more than the delays. I'd have been happier with "look, sorry. It's a massive shit storm. You will get it in the end but we have no clue right now when that will be."

The item was not fit for purpose (an over door hook that then made it impossible to shut the door)

Assuming it worked for other customers, that would be an issue with your doors. None of my doors can fit over the door hooks on them. That doesn't mean the hooks are not fit for purpose.

I waited five months for four chairs, they cost over 700. Three have cracked arms. I've emailed them several times since December. I've left a review on their website and they responded asking me to email them, I left a review on trust pilot and was asked to message them. I can't get through using their online messaging system due to the number of people trying to contact them. I'm stuck with damaged chairs and have lost 700. The problem with made.com is that when things go wrong you can't get anyone to manage the problem, the customer service is appalling.

YANBU. We have a bed from them. It is admittedly very nice. But it took an age to arrive. Delayed by 2 months longer than the stated wait time because they “couldn’t find” part of it in the warehouse. Miraculously, it turned up when I threatened to cancel the order.

More recently I ordered some bedding which apparently disappeared between them and the delivery company. They emailed me saying “It’s sold out now so the only thing we can do is refund you. So let me know what your decision is.”

I mean, there wasn’t a decision was there? It wound me up that I had to email back saying “well yeah I’ll have the refund then.”

They sell lovely stuff but for the price I’ve no faith anything will actually turn up. I won’t bother with them again.

We’ve had a quite a few items from them and it’s been good.

I can understand why you are annoyed though, that’s way too long to wait for something, I would of cancelled too.

I've not had issues with them. In their defence, furniture production has been really troublesome for ages due to problems sourcing components. I've been waiting a year for a new bathroom which was delayed because of the vanity unit, then delayed again because of a lack of tiles.

I found them really good. I had a hinge break on the door of some furniture and the sent someone round to replace it really quickly.

I think a lot of furniture shops are struggling to get stock from overseas. My order from Cotswolds Co arrived 3 weeks late. I ordered 2 bedside tables from Oak Furnitureland in Aug was meant to be delivered in Dec was pushed back to Jan and now it's meant to arrive tomorrow. I do have a delivery time which is the furtherest l've got, will see if it actually arrives.

I know that there are issues re Covid etc but the customer service was appalling to be honest. I was not getting regular updates - I had to call to find out what was happening. No apologies, simply an expectation that I should be grateful to be buying their amazing products

I do find it odd that a storage stool (that is no longer being sold on their website) is taking so long to be honest, it's hardly a detailed bespoke piece AND there are now alternatives available that can be dispatched in 3 days.

I would be less annoyed if you paid 50% with the balance being paid on dispatch. Most other furniture companies offer this and do not expect you to pay 5 months in advance.

Anyway, seems like a very variable experience all round - reflected in their average 3.9 ratings

I ordered a TV unit in April 2021. Original delivery date given was July 2021. That got pushed back several times. Finally took delivery in Jan 2022. It was a bit annoying, but I could've cancelled easily if I wanted to. Glad I didn't though, cos I love it.