MADE.com
Furniture store MADE.com, 100 Charing Cross Rd, London WC2H 0JG, United Kingdom:
220 reviews
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Address: 100 Charing Cross Rd, London WC2H 0JG, United Kingdom
Website: made.com
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Latitude: 51.5139860Longitude: -0.1293525
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reviews
Chen Chen
I visited the showroom today, it is huge and it has beautiful products on display. The staff is very attentive to the Covid regulations having one of the team members at the door asking the clients for disinfecting their hands and also the rest of the team was wearing masks at all times.
We have been assisted by Omar and a blond girl (sorry I didn't ask for your name). They showed us an extendable table and we received full assistance when asking if we could see how to extend it and the other finishes it was made with. They have been extremely helpful and super nice. For sure we'll go back to the showroom
3 weeks ago
Julia Little
I have now received 5 faulty/damaged products from Made.com over the last couple of months. This is extremely poor given that I only ordered 5 items in total.
The latest was two Ooty bedside tables, retailing at £119 each on their website. Luckily I "only" paid £75 each due to a sale at the time. The quality was so poor, I would say they belong in a skip. I honestly would have sent them back if I had bought them for £20 each from a discount store.
I spoke to a customer service agent on livechat, but she would not even humour me by seeing pictures of the second damaged table (which I explained was worse than the first) and offered a measly £7.50 off each one! This is beyond a joke considering the retail price and that they were extremely damaged.
Eventually I was offered £15 off each item but instead have opted for a replacement - at a wait for 14-16 weeks! Let's see if they can do any better this time. Having already waited 2 months, this means I will be waiting potentially more than 6 months for my bedside tables.
The damage included: chipped paintwork to legs, peeling & chipped oak veneer, black marks to oak veneer, and neither will sit flat on the ground as the legs aren't equal lengths.
2 months ago
Ralph Steffen
Well designed showroom good product well staffed
1 month ago
Maria Casten
Please don’t think because you are paying a lot of money you will receive good service. Chair took 14+ weeks to arrive. It’s faulty. So many hoops to jump through to try to resolve. Twice I’ve been promised a technician would contact me, haven’t heard. No apology for any of it, even though I’ve explicitly asked. Such poor training to their poor customer service operatives who aren’t even doing the basics to make customers feel better. No chance of speaking to anyone by phone, all online chat - so frustrating, still no solution. Massive inconvenience and waste of time. SO easy to just say sorry and replace chair. Bizarre.
1 month ago
kasie Kremenak
The Worst Piece of Furniture I have ever owned followed by the worst customer service I have ever received.
I ordered a set of Larsen Wardrobes from Made and then waiting 4 weeks for delivery on an item advertised as in stock and available. The wardrobes arrived missing parts and had what looked like water damage to some parts. We assembled the wardrobes and purchased the missing parts from a separate retailer so we could begin using them. This all took place during the first two lockdowns last year, therefore I was more accommodating to the issues that companies were facing, sadly the same cannot be said of Made and their treatment of their customers. After a few months of using the wardrobes it became apparent they were not fit for purpose, the doors no longer closed and the wood began to flake away to the point that the brackets could no longer support the doors or be screwed into the wardrobes. This resulted in us removing the doors from the wardrobes and screwing wood to our walls to stop the wardrobes from collapsing. I contacted Made along with photos and videos, all of which were ignored with them insisting on a home visit from a "technician". The technicians visit was cancelled with twenty minutes notice resulting in me losing a day of holiday from work and delayed for a further month. Finally the "technician" visited our house three full months after my complaint and then refused to follow social distancing rules, to add insult to injury he also wrote a report to Made claiming there were no issues with the wardrobes. This suggested to me that he had no interest in fixing the wardrobes but preferred to get in and out quickly (he was onsite for ten minutes) so he could move onto this next appointment, of which he had 5 in the day, resulting in an early finish for him at our expense. If your only product is furniture at least admit fault when it isn't fit for purpose instead of hiding behind terms and conditions and stale, impersonal customer service. These are genuinely the worst pieces of furniture i have owned and the way Made have dealt with the situation has resulted in the loss of custom forever and me having to waste my time by going through trading standards to source a refund. Shameful
3 weeks ago
Alexandros Patsikos
Waited ages for my new Chair to arrive only to receive a completely different product!!????
Now waiting for MADE to collect the wrongly delivered item which is a very painful experience!
Customer Service Department incompetent and totally disinterested in delighting the customer. Just set on following procedure regardless of customer's circumstances.
3 weeks ago
Vincent Bonilla
Always a long queue, looks slick enough but inside the curated items on display left a feeling of "mehhh"
2 weeks ago
cory swan
Would give 0 stars if an option.....
Had a terrible experience with them and am still waiting for my order to arrive. They are very quick to take your money but not so happy to look after you once they have it. Their phone line doesnt work and the online chat service is ridiculous. The person I spoke to actually started getting personal and abusive when talking to my friend as he used my email address for the messages to be sent to for reference rather than his as his isnt monitored. That's really not on and incredibly unprofessional!
The person actual said that they prioritise NEW customers over old ones when it comes to stock distribution meaning that we are very unlikely to ever get our product as we are no longer seen as "new".
You are unable to talk to anyone who is higher up and they were incredibly immature with some of their replies.
Will never be shopping here again this is absolutely disgusting behaviour!!!!!
2 weeks ago
joelle gonzalez
ZERO STARS - Reported to Trading Standards
I am writing to you in relation to an item of furniture which was purchased from made.com. The wardrobe was a flat-pack item, which arrived incomplete. It was missing part of one hinge mechanism, which was only identified once the whole unit was already built.
When I contacted made.com, expecting a genial "we'll pop that in the post for you", I was told they could not provide the missing part, and given 3 options; 1) to source the hinge myself, 2) to take delivery of the entire item again (2 boxes, of significant size & weight) pick the hinge out myself, re-pack the boxes and then request they be collected, or 3) they can collect the item for a full refund.
I attempted to find hinges, without so much as a part reference. I visited 3 local hardware shops but could not find anything which allowed the door to hang correctly. When I asked if someone within their warehouse could remove the hinge from a box without me having to receive the whole delivery again, I was told this was not an option. I am not prepared to handle, pick and re-pack, when the fault is with the company, and the weight of resolution should sit with them. I however, have done all the work to resolve this to date.
After informing them that I wanted them to come and collect the item, I was told I had to dis-assemble it, and re-pack for collection. I have told the various agents of made.com that I cannot physically dis-assemble the item, and I had paid for them to be built in the first instance. I said they could cover this cost, provide their own handy-person, or collect as is, however they are completely unwilling to arrange the collection on these terms. They have told me, in correctly, that their courier cannot provide this service.
They went so far as to arrange a collection, telling me it might fail because I wouldn't pack this 'as the courier requires it', on a boxed collection. I spoke to the courier company, who were very helpful, and advised that they do provide this service, if this is the service that is booked.
It has now been 2 days since made.com has seen fit to respond to any of my enquiries and I am shocked and exhausted by how horrible this has become, and how poorly I've been treated by a company who is ultimately at fault in the matter as they delivered me an incomplete item.
3 months ago
Amesha Dunkins
We wouldn’t rely on Made for their delivery times, nor customer service. Have had to cancel our order because they’ve extended their expected delivery for an additional two weeks, and can’t even be sure it will arrive then.
Offered nothing for the inconvenience, and now we are without a sofa in our new family home.
Stock items also limited.
Gone with Snug instead.
3 months ago
Olga Aleman
I am trying to get in contact wit them since 7 days already! MADE has sent a arc lamp without the arc. its very frustrating!
2 months ago
Laith
Awful experience with Made. Bought 2 sofas with a short dispatch date - every week this is pushed back. I have asked on multiple occasions where my order actually *is* as I've seen lots of reviews saying that their order has taken months and then been cancelled. They won't tell me where it is, or where it has even been originally shipped from. Shocking service, awful customer service and essentially scam you out of money with no physical product to provide. Don't trust ANY of the dispatch dates on their website - use literally any other company! Pay a bit more for some peace of mind - Made is not worth the stress.
1 month ago
Jillian Beyer
I ordered a dining table in August and had to wait for nearly 4 months for it! The driver at the end didn't come within the assigned delivery slot and left the table downstairs clearly seeing I am unable to get it to the flat by myself. PLEASE AVOID THIS COMPANY, you'll have nothing but headache. It's absolutely not worth it - not the price, not the quality, nor the service. AVOID!
7 months ago
Terrance Michel
Good luck ever having your sofa delivered.
Every time you get close to the promised delivery date, they delay it just far enough for you not to cancel and when you get closer, they repeat the cycle again.
Just do yourself a favour and buy your furniture from somewhere reliable.
They will use Brexit and Covid as an excuse, but let's be honest, it doesn't take 4 months to drive a lorry across the continent.
2 months ago
David Segrest
Friendly staff... Spent a lot of time helping us select the right size, shape and color of the sofa
1 month ago
kathy Hale
MADE is like a WANNA BE fancy, expensive. The showroom is not huge, and the objects/furniture are broken or not in any good quality. I’d expect to have a better showroom if you want to sell furniture, as the showroom is a reflect of the quality of the products.
8 months ago
Christopher Reme
Misleading information. Website says: order today get it before Christmas. So I ordered yesterday but of course it’s not arriving before Christmas.
Misleading and false advertising in order to generate more sales. Contacted customer support, no use. In convenient. Utterly Unethical. Disappointing.
7 months ago
Alvaro Rojas
If buying in the UK they only accept credit cards with addresses in the UK or Ireland. Impossible to purchase a gift for anyone living in the UK if you're trying to buy it on their website. Sad customer service during the pandemic when travel is limited but you still want to give a gift. They won't even take an order over the phone. Other UK companies do. MADE should too.
6 months ago
Daniel Plante
Friendly service really helpful, however the furniture variety is limited and the status of the some of the pieces is very poor. Sadly we couldn’t find the items that we were looking for, as we wanted to see the quality of the products that they offered on line. It would be great if they add more products in the show room
3 months ago
Steve Thorpe
Misleading dispatch times and unable to fulfil deliveries.
I'd avoid ordering anything from here at the moment. We ordered a sofa mid December with a dispatch date of mid January (3-4 week wait). I had an update early January to tell me the sofa is almost at the distribution centre and to expect dispatch soon. Two weeks later and I log in to find there's a month delay to potential dispatch. No communication prior to this and their customer service team spout out the typical Brexit / global pressure issues. If that was the case why are delays / this information not communicated to your customers?
8 months ago
Joe Hamacher
Nice showroom. Their stuff is like Habitat from the 1980s. But there's nothing won't with that.
8 months ago
Connie Gammell
I would never Normally buy furniture on line, but due to covid had no choice, excellent choice and service. Ordered dining room chairs Monday evening and they have been delivered Wednesday lunch time. Good value for money
9 months ago
Matt Saputo
I'm yet to open my furniture - but delivery service is rude!
I'm a woman living on my own who had paid for delivery. I order a big heavy table and had to beg the delivery guys to walk an extra 5 metres to put the furniture in my apartment because there was no way I could lift it on my own. No pleasantries, no smiles hardly even got a grunt in return. After spending £1000 with Made I expected more.
10 months ago
nnamdi igwiloh
I love their furniture and the website! Definitely five full stars for them. However, the showroom didn't have as big a selection of the range as I thought it would. That was a bit disappointing so not quite 5 stars for the showroom.
8 months ago
Into Saarinen
Awful experience that unfortunately still isn't over. Ordered a bed and mattress in September that stated 3-4 weeks delivery time. The date keeps being pushed back, at one point said I'd receive in March 2021 until I complained and it was brought forward to November, but is now creeping back into December. Currently sleeping on an inflatable mattress with scoliosis. Customer service (live chat, they don't provide a phone number) are friendly enough, but ultimately can't help you. Wish I hadn't ordered anything and will never use made.com again.
7 months ago
Phil Hearing
As a recent design graduate i applied to this company twice for an internship.
I never got a reply even though i chased for an acknowledgment.
all I wanted was “we don’t take interns” or “thank you but no we arent offering any internships”
I dont have a grudge against this company but the way they treat people if theyre not paying customers is heartless let alone a recent graduate.
6 months ago
kevin joseph
Stop repeating this spam on the gram. I’ve never purchased from made.com and now I never will. Literally getting this notification daily and it’s pissing me off.
2 months ago
Joel Kaserman
Very slow lead time in terms of shipping out the goods. Had experienced waiting for more than 3 months for an item
6 months ago
Michael McCarthy
Nice furniture, but lots didn't have names or prices so had to flag down the staff to ask. There are a couple of massive touch screen service points, but as there are only two, you can't actually use them to look for the name or price of the item you like. Also lighting is dreadful, it blinds you when you turn away from looking at the furniture in focus, my recommendation is to take sunglasses or a welders mask. #BlindedByTheLights #TooBright #ItemsNotLabledorPriced
3 months ago
Latreccia Kelly
Ordered an expensive sofa, only for it to be left in the communal hallway by their incompetent delivery team. We were told that taking the sofa upstairs would be fine. It wasn't. Strongly reconsider buying a sofa from made if you need it taken upstairs.
Ultimately my partner and I had to slave away all day getting the sofa up to our flat. By then it was left slashed and gauged by the delivery guys and the journey. I would seriously struggle to give this sofa away for free now.
The compensation offered was a quarter of the value of the sofa and even that was like getting blood out of a stone.
Don't fall for the pretty images and marketing, the products are rubbish and their service is worse.
9 months ago
Jami Kesner
After many months of waiting, received a damaged sofa. When replacement came, Made neglected to pick up the old damaged one, leaving it in our tiny flat for over 3 weeks. It's still here. We had to prod them several times even to schedule a pick up -- when I suggested I could dispose of it by selling it on eBay, I was told I can't do that because it's not my property. What a joke. I've also been informed I now need to take the sofa downstairs myself because their rude delivery people, BJS Distribution, won't carry it down from our flat themselves. Avoid Made!!
1 week ago
Phyllis PACK
Absolutely shockingly poor customer service when in the store today. My friend and I had to chase someone down to get any kind of assistance. Very poorly managed. The visual merchandiser also needs firing. Who puts dried grass in bulk in a store, knowing full well that it’s a health and safety problem for many people who are allergic. Just goes to show this is a brand that’s all about show than substance. Lots of poorly fabricated products on display too.
9 months ago
T Mack
Waited more than 3 weeks and paid for delivery in Room Of Choice, item unpacked and packaging removed. The delivery guys didn't want to install the sofa in my living room witch is on first floor from the street as the package was too big. They left the package outside under the rain and left me all alone with it. I had to wait for hours and call two friends to help me install the sofa inside my house, it was a total nightmare. Also, the fabric is teared under the sofa and there is missing a pad under one of the legs.
UPDATE: at this date, made.com offered no assistance at all, not even an appology and they refused to refund the delivery fees which I paid for nothing. They work with BJS which sent a fake report to made.com stating that the box was left inside the house. I had to send them my pictures with date and hour which clearly show that the box was left outside the house under the rain.
8 months ago
shan velan
doubled my lead time on a basic sofa to 8 months with no notification - terrible uncaring customer service - wont use again
4 months ago
Cathy Dalton
Big queue average sofas
1 month ago
Paul Fatum
Great selection of furniture. We were assisted by Nathan, who was curtious and so helpful.
2 months ago
M kojima
Worst experience ever. If you want your furniture to be delivered right and to a flat, don't use this company.
Delivery service rude, and left our 3 seater sofa in middle of communal hallway blocking the stairs, causing major fire hazard. Delivery drivers made one pathetic attempt take the sofa upstairs and decided it wouldn't fit.
My partner and I then had to spend the whole day carrying it up two flights of stairs, damaging sofa and covering us in bruises. Such a horrible experience for our first sofa in our first home.
9 months ago
Shafiqa Jahangiry
I ordered two sofas from made on the 19th Oct. I double checked that my order was all ok as the sofas were removed from the website, and was reassured that all was ok. On the delivery date I made contact via WhatsApp and was told that the sofas had been dispatched. I have just received an email saying that I have been refunded for both sofas?? I have now been speaking to made.com via an online chat as this is the only way to contact the company at the moment, and they have just told me that the sofas weren’t in stock when they had taken over £3k of my money, which can take up to 30 days to be refunded. It is disgusting the way I have been treated, please do not use this company
7 months ago
Mary Russo
In short: The worst customer experience I've ever had. Ordered online in Germany, only 1 out of 3 items arrived. LATE (been working from home since Covid 19).
Refund was refused after over TWO MONTHS of an annoying waiting of inquiring with the courier and having me declare officially. Poor choice of couriers, poor customer experience, initially didn't even reply in English to my English queries. Bottom line, stay away from them.
Later addition: only after I lost all my nerves and announced I will be filing a complaint with the police and my credit card company, and published this feedback - they finally agreed to refund me. Really horrible customer approach. Nice catalog minus is not worth all the distress.
9 months ago
Lyne Shearer
Nice set up, helpful staff. Quite happy with that.
8 months ago
Jonathan Adams
After waiting 4 months, just been told they can only leave the sofa downstairs, they expect me to take it upstairs on my own, despite paying them £40.00 delivery, tried to resolve with customer service chat, but they just left the chat, if only i had seen there terrible reviews before ordering
AVOID AVOID AVOID
1 week ago
Daniela Bartels
Inspiring showroom, carefully selected collection, exhibited in a beautiful way. Pleasure to explore
3 months ago
litty gang
A bit busy but it was ok. Great stuff
8 months ago
Christy Thibodeau
They only deliver to front door and no assembly "due to Covid". Only company with these unbelievable rules, how can you drop a bed on my doorstep?
Customer Service gives false information by claiming this is due to Government rules, which is not true.
Also, my order was delayed a couple of days after placing it.
Avoid.
7 months ago
L Leah
Terrible delivery time, no notifications, customer service respond like robots no concept how how to resolve a complaint and then charge you £5 for the pleasure of returning something your unhappy about.
1 month ago
Manisha Babul
Great choice of furniture but just a shame that out of the 3 times I have ordered online recently, all items have been delivered with damage
5 months ago
Thom Wubbenhorst
Ordered a bin, waited 3 months arrived damaged. Unbelievable
7 months ago
Brady Opalenik
Very few pieces of furniture to see
1 month ago
Woody Sherman
Without a shadow of doubt the WORST CUSTOMER SERVICE I have ever received.
I spent over £2,000 on 3 pieces of furniture when I moved into my new home. The first piece arrived damaged so I called to complain and arrange a return. I spent the best part of my lunch break on hold to without speaking to a single human. I then followed up with several emails with what I can only describe as a snotty "customer service agent" and I use the term "customer service" lightly. After explaining I was on hold for ages her explanation was they are very busy dealing with other customers ( I then began to worry about the level of other unhappy customers on hold) so her less than helpful suggestion was for me to call customer services. Seriously, call the same number I was complaining about. I asked for someone to call me.
In the meantime MADE emailed me and asked if I would be happy to have my brand new table repaired, in my mind that is akin to asking if I'd like to pay full price for a damaged/second hand table. When I finally got to speak to someone he told me my table is now out of stock until January 2020. He then went on to say that he would try get approval for a higher priced item to be reduced if I wanted that. This was not guaranteed but I appreciated it anyway. In the end we opted for the same range different shape. I was informed that my new table would take 2-3 weeks. Finally a delivery date was agreed upon and that was for last Saturday 12th Oct. We arranged for friends to visit us in our new home and proceeded to prepare and cook lunch for 6 people. Very excited to use our new table. However, the courier company emailed me hours before my delivery slot to inform me that MADE failed to send them one of the two parts, so no table for 6 adults. What fun! I took to social media yesterday to request a call. I'M STILL WAITING.
DO NOT WASTE YOUR MONEY WITH THIS COMPANY. IT MAY BE STYLISH BUT WHEN IT GOES WRONG YOU ARE ON YOUR OWN
2 months ago
WHITECHOCOLATE STUDIO
The corner sofa we ordered not only came 10 days late but also came with one of the parts being from a completely different sofa. I can now see that their website mention that delivered items should always be checked before accepting them suggesting that this was not a one-off mistake. We then had to repack the sofa parts in their original boxes, wait a week for a delivery company to pick them back up and another three weeks to get our money back not to mention the two days taken off work for the delivery and pick-up. Not a single apology from their Customer care in any of the communication received. You should avoid them and go for more established company instead as we have now done.
1 month ago
