unsafe goods and terrible customer service. AVOID Made.com

[Debbie888]

I purchased a dining set: table, benches and chairs from made.com in nov 2016. The chairs broke instantly so I was sent replacements. Over the next year all items gradually started to fall apart. I sent photos to their customer services team who eventually sent out a technician. A manufacturing error was concluded and I was advised by the technician not to use any of it for safety purposes. That was months ago. I chased and chased made.com to enquire what they would do. Eventually they got in touch to accept the liability and offer me a depreciated refund. No replacement or repair was offered. Of course their customer services rep tried to push me to use my refund & put it towards buying a new dining set from them, to which I refused. Legally they are within their rights not to offer me a full refund after 6 months of purchase, but I just feel so angry to think I saved up to buy something a bit more special than Ikea (will stick to Ikea in future-much better cust service) and for it to have been faulty when manufactured, therefore was never fit for purpose. I will not accept their refund and am planning to complain through ombudsmen. I have also voiced my disappointment through their social media sites (fb, Instagram). If there’s anything else anyone can recommend please comment below. Thanks

One of the worst companies I have ever had to deal with customer service-wise.
No advice though, sorry.

I found our local trading standards were very helpful when I had an issue with some white goods. It was a pain to get hold of someone as you had to fill in forms online and got a few emails about it before getting a phone number to contact someone but they were really helpful when eventually I made contact with them.

Thanks for the warning OP

I have just received two beautiful sofas from Made.com - far superior to Ikea yet priced right for a house with 2 kids and 2 dogs. Service has been amazing throughout the process.

I have a gorgeous sideboard From them. No problems at all.

Bought a lovely velvet sofa. It’s wearing well despite constant abuse from kids and animals. Easy to clean, comfy. No issues at all.

Bought a desk from them. Not cheap. Really poorly finished. Swore I wouldn’t use again. Never followed it up though as I needed to actually use the desk 😂

I agree OP. Have used them couple of times and both times customer service was shocking. Huge delays in delivery, messed around, no communication from made.com just shambles really.
I had to chase them for days and in both cases had to wait for weeks after the delivery date in order to receive my goods. Won’t use again.