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Reviews (1)

MADE.COM

Good product, poor delivery and inability to resolve problems

So I ordered 4 items from made - the first arrived damaged. The replacement was sent to my office address, whilst I was waiting for it at home, because I had been told it would be impossible to deliver it to my office. The damaged item i was told could be collected simultaneously, hadn't been arranged for collection, so I had to be inconvenienced again.

Some weeks later the second item arrived, on a day I had said was inconvenient, at my office, when it was supposed to be being delivered to my flat.

The matching sofa then arrived (mercifully at my flat) 4 days later. Made ask you to carefully measure that the item, inside its packaging, will fit through your doors. The packaging was larger than they had stated, so wouldn't fit in. The sofa had to be unpacked in the street. This wasn't a problem for me but it would be really annoying if it were raining, or if the delivery chaps got up several flights of stairs before realising.

The fourth item was supposed to be dispatched nearly 2 weeks ago. 10 days ago, having heard nothing, I emailed made to ask whether it had been dispatched and was told it would be shortly. I'm still waiting and have had no communication from made to update me.

The goods are excellent, and when you speak to their customer advisers they couldn't be nicer, but the actual service is pretty unimpressive.

I also posted on my Facebook to mention that I was frustrated with lugging things home from my office, and now all of my friends are complaining that they get made.com adverts all over their feeds. My post wasn't exactly a ringing endorsement, it's probably best not to bring it to my friends' attention every day!

01 April 2013

Reply from MADE.COM

Hi Tallulah,

Sorry to hear of these issues with your order and for the inconvenience caused. We will be looking into the fact that the packaging measurements weren't accurate for your sofa, so that this doesn't happen again. We appreciate that the packaging being larger than stated must have made moving the sofa indoors very difficult.

Our CS team has dropped you an email to update you on the item you're still waiting for. Once again we're sorry for the problems you've run into on this occasion and thank you for your understanding.

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Tallulah
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United States

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