Made.com - what a nightmare - avoid avoid

[Sleepwhenidie]

Definitely a mn swears at...my first order from made.com, a desk, approx £400. I accept that they have very long delivery times (10-14 weeks) and expected that but...

When the desk finally turns up it is the wrong colour, the packaging is so damaged it is falling apart and as a result a corner of it is damaged. Added to this, it is missing bolts and instructions for assembly.

I contact the help desk - only possible by email and they take at least 24 hours to respond. They offer me a full refund if I want to return the desk, but I have to package it - or £60 rebate and keep it - or £120 voucher for future purchases and keep it. So I ask if keeping it options will also mean they send bolts and instructions immediately, am assured it does so (i actually like the colour and could learn to live with the dinked corner), I accept the voucher, fool that I am.

4 weeks later, still no bolts, so I contact them re eta but they can't give me a delivery timescale...a week later I decide this is ridiculous and contact them and ask for a refund, we have this huge heavy desk on the floor, are unable to put it together, but we have to somehow pack up it and the legs etc, or the delivery company will not take it. Why should this be my responsibility? AIBU in expecting made.com to provide new packaging?

Never ever again

Thanks for posting. Never bought from them but the impression I got was that returns woukd be straightforward.

I have heard of this treatment froM made before. It's totally unreasonable! I started a thread here a few days ago to see if anyone had person experiance ordering from them as I like some of there stuff but have read some bad and some good reviews.. it seems it's good when everything arrives are you expected, but if there is a problem it's bad and really hard to sort out.

I'd contact watchdog if I were you, there are so many people complaining online with similar problems about made, others are bound to have contacted watchdog.

I work in consumer research and I've been hearing a lot of negative things about Made.com, Achica, Llustre etc

They all seem to have a very similar business model and some very impressive tech people (eg I think Brent Hobermann is one of the people behind Made.com) as backers, but nothing in the way of retail or logistics investment.

I get the impression these companies exist to just shift damaged, end of line or clearance stock, and because people are getting it so cheap they're less inclined to complain about its quality or the lead times involved in receiving the order.

£400 for a desk isn't cheap. You're perfectly entitled to be furious.

Could you try getting on to your credit card company and disputing the transaction, on the basis that you haven't received the order you were paying for? You have to show you've done all you can to resolve the dispute, and clearly you have, what with all the emails etc.

That's a good idea about the credit card Kensingtonkat...today made.com have agreed to reimburse me for packaging, but that of course means having to go and buy it, wrap up the desk, scan the receipt for packaging and send it to them blah blah, in the meantime fending off calls from yodel who keep scheduling collection dates which I have to cancel - driving me insane, I just want it gone!

I had bought a few things from them previous and the quality doesn't match up to the pricetag at all.

It's definitely not 'designer' furniture as the materials are cheap. And it looks it too. Returns weren't worth the hassle for us so we've just got some nasty flatpacked shelves sitting in a cupboard. (That cost us about £200!!!!)