Warning about Made.com

[lindaex]

Total frustration with this company.
I ordered a pro football table in September for Christmas. Ample time for delivery you might think ?.
My first point of contact was in October with an email from Made.com asking how they did and was I prepared to write a review about the product I had received ???? Needless to say, the product hadn't been delivered.
I sent 2 emails highlighting this and a week later received a reply saying that the product had been damaged, but a new shipment was expected.
As I had formerly dealt with made.com on 2 separate occasions no alarm bells rang.
December I sent an email asking for an expected time of delivery was assured by email would receive by Christmas. I emailed in late December - No reply, No delivery !
Email between Christmas and New Year no response !!! New Year no football table.
Yoodle (their preferred) delivery company call to confirm delivery on the 3rd January.
3rd January -No delivery
When I contacted the company (Yoddle) I was told that they had tried to deliver but no one was home and they had left a card.
At this point I should point out that we are a hotel open 365 days a year 24 hours a day ??????????
I sent a further 7 emails to made.com complaining about the service or rather the lack of it. Nothing.
Finally on the 6th January received a call from someone from 'made' saying they were looking into it and would ring me back later that afternoon- That was the last I heard from them.
Further couple of emails -no response. Still no Football Table.

I have checked online resources, tried to find a telephone number from Companies House, HOWEVER nothing is registered there.

I am of the opinion this is a company riding on good PR.with no regards to customer service.
My next tack will definitely be, to contact the companies which recommend the site such as the Telegraph to ensure that they know the operating procedures under which Made.com operate.

For my part they have turned a previously happy customer into a rather disgruntled adversary !!!!!!

[ALewis]

I've had no response to my email I sent, however they were given 10 days...
Just done some digging, and have found this: address, phone number, and names !

Administrative Contact:
Company: MADE.COM DESIGN LTD
Name: Li Ning
Address: 45 Nottinghill Gate
City: London
Country: UNITED KINGDOM
Postal Code: W113LQ
Phone: +44 845 3888 985
Fax:
Email:

Technical Contact:
Company: MADE.COM DESIGN LTD
Name: Skipper Andy
Address: 45 Nottinghill Gate
City: London
Country: UNITED KINGDOM
Postal Code: W113LQ
Phone: +44 845 3888 985


So there's a phone number- found this via a domain register lookup of made.com
Hope this helps

[lindaex]

Thank you for the number, however the set up doesn't allow you to dial them back and automatically disconnects.
You have to wonder why a company would take such measures to enable customers NOT to get hold of them.
I had a similar number captured on my mobile phone which wouldn't take incoming calls.
But thanks for trying.

[ALewis]

Oh I am sorry, I just found it and thought it'd be of use, I didn't even think of testing the number first :/

[ALewis]

So 5 days since my notice to them, an address is now present on the site. But no number, and so I sent another message .

Hello,
I write to you further regarding the last message I sent you, with regards to your 19th January deadline to obide by the E-Commerce Regulations.
I see that you have correctly displayed your address, however, by law you still MUST provide a contactable telephone number (unlike +44 845 3888 985), which is readily available on your site.
Failure to do so by the 19th January will result in your offence being relayed to your local Trading Standards department.
I write this to whom I believe to be the persons within management of Made.com - Li, Ning / Skipper, Andy

Thanks for your understanding


Let's see if a phone number becomes available.

[siddhuw]

I have had a similar experience with Made.com's delivery partners, HDNL.

The imbecile who was supposed to deliver the sofa never rang my doorbell and instead tried calling me on my mobile. By the time I saw the call, he'd buggered off and wouldn't come back. What sort of idiot doesn't think of ringing the doorbell?

It's been a week since that happened, and I have been unable to get in touch with HDNL (or Yodel or whatever it is they call themselves these days). Made.com conveniently provide one with no phone number to call.

'Nuff said. Don't think I will be ordering anything from Made.com ever again.

[rsatterley]

I've long been intrigued by this company, so it was useful to read these comments. Consumer rights groups always advocate that you only deal with companies that provide proper contact details, including an address and contact phone number. I emailed them to ask about a phone number, and they essentially said they didn't have that capability yet, but were planning on having one in the future. It's very easy to get a phone number in the UK so I don't understand why they're struggling with this. I've decided not to buy anything from them until they do have a contact phone number.

As regards to the regulations for electronic commerce, I couldn't find any reference to the requirement to provide a phone number, however. Just google to see the pdf of the Statutory Instrument (which this regulation is).

[turtmcfly]

No phone number is bad enough. Combine it with the fact that they don't respond to emails (four now and counting) and you have a recipe for extreme agitation! Add that to to the fact that you will need to contact them, because they offload delivery to a bunch of cowboys who a) only contact your 30 minutes prior to delivery (literally) and b) will no doubt damage the goods as they did with ours, resulting in another 7 weeks and counting wait. Plus you might get (as I did for the re-sent item last week) two emails four days apart both telling you the item had 'just arrived' and the delivery company would be 'in touch soon'. One week and counting on the latter front. Mind you, they're probably 31 minutes away...

In short - don't be tempted by the prices, good as they are. As I said on my last email to them, what a shame they can't do the easy bit.

[adcrossie]

Further warning MADE.COM

Shocking customer service!

We ordered 2 sofas from made.com and the sofas arrived in the country on the 3/2/2012.

The delivery company used only deliver 09:00-15:00 monday to friday so even if things went to plan you would probably have to take a day off work to recieve your furniture.

After re-arranging the delivery of our sofas we were called 24hrs prior to the proposed delivery to confirm the delivery was going ahead. My girlfriend took an afternoon off work especially to recieve the delivery. We were then called again to say that the order stopped.

After calling the delivery company we where told that the order had been cancelled!! we had not cancelled the order and the items are to be returned abroad to the supplier. We have been told that made.com are the only ones who can reverse the cancellation.

We have been trying to contact made.com but they have no phone number! and communication between made.com and the delivery company does not seem to exist!!

the whole consumer experience has been shocking from start to finish.

I would AVOID made.com. Get your furniture somewhere else it is not worth the effort. We have wasted time off work and many hours trying to make contact with delivery company and made.com. And delivery also cost 80.00 quid!! really not happy and would not use again!!!

[papereyes]

This company is shocking

Ordered my lamp in September, this lamp comes in 3 parts.

In a nutshell, ordered my lamp in September, delivered in December and only got two out of the 3 parts. Spent two months trying to get a replacement and today the new replacement arrived and guess what, the same 2 fricking parts where delivered (which means i have two bases and two bowls but missing two stands). If you want a laugh around there shocking customer service see below:


26 Dec "Your order is due for delivery today" - Was delivered two out of 3 parts"

28 Dec Clare "I am so sorry that this has not arrived with you yet. I will chase this up with our delivery partners and launch an investigations with them

06 Jan Ryan " I will be happy to have the part sent out, to save you waiting any longer."

13 Jan ryan - "I can confirm that this request was sent to our warehouse on the 5th January, so this is likely to be with you by next week."

19 Jan Paul - "I can confirm that your spare parts are due to be sent at the very latest by next Tuesday."

27 Jan ryan - "I can confirm that this will be sent out to our delivery partners today, so I will be able to provide you with a tracking number in due course."

8 Feb Greta "I have looked into this for you, and at present the Warehouse Team are still waiting for the spare part to be delivered to them, and I really am very sorry for this.

I have now created an entirely new order for you"

28 Feb - New order arrived - still missing my stand