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| Version 9 | Version 10 |
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| Furniture firm Made collapse: Customers in the dark over refunds | Furniture firm Made collapse: Customers in the dark over refunds |
| (3 months later) | |
| One customer, Natalie, is awaiting an update from Made.com customer service. | One customer, Natalie, is awaiting an update from Made.com customer service. |
| Online furniture firm Made.com has gone into administration, leading to hundreds of job losses and leaving customers in the dark over refunds. | Online furniture firm Made.com has gone into administration, leading to hundreds of job losses and leaving customers in the dark over refunds. |
| The administrators PWC said there will be 399 job losses, mostly redundancies. | The administrators PWC said there will be 399 job losses, mostly redundancies. |
| The firm's collapse leaves thousands of customers facing uncertainty over outstanding furniture orders. | The firm's collapse leaves thousands of customers facing uncertainty over outstanding furniture orders. |
| Around 12,000 UK orders are outstanding and customers will not get a refund from the firm, but may be able to claim one from their bank or card provider. | Around 12,000 UK orders are outstanding and customers will not get a refund from the firm, but may be able to claim one from their bank or card provider. |
| Next is buying Made's brand name, website and intellectual property for £3.4m, although it will not be buying the remaining stock. | Next is buying Made's brand name, website and intellectual property for £3.4m, although it will not be buying the remaining stock. |
| Natalie, 38, from County Antrim, was waiting for a £1,800 refund from Made.com when she received news that the firm had collapsed. | Natalie, 38, from County Antrim, was waiting for a £1,800 refund from Made.com when she received news that the firm had collapsed. |
| "I ordered a left-hand version of a sofa. Instead, I received two parts of the wrong sofa, which didn't even fit together!", said Natalie. | "I ordered a left-hand version of a sofa. Instead, I received two parts of the wrong sofa, which didn't even fit together!", said Natalie. |
| She has appealed to her lender to ask if they can help and has had to order another sofa in the meantime. | She has appealed to her lender to ask if they can help and has had to order another sofa in the meantime. |
| Orders and refunds | Orders and refunds |
| UK and European customer orders currently with delivery companies will be fulfilled. But orders which have been paid for but not yet dispatched will not be refunded or delivered. | UK and European customer orders currently with delivery companies will be fulfilled. But orders which have been paid for but not yet dispatched will not be refunded or delivered. |
| Lisa Webb, consumer rights expert at Which?, said for customers with outstanding orders, exercising their rights is not always straightforward. | Lisa Webb, consumer rights expert at Which?, said for customers with outstanding orders, exercising their rights is not always straightforward. |
| "It is always worth trying to claim for a refund in this situation, but customers should know it is not guaranteed," she said. | "It is always worth trying to claim for a refund in this situation, but customers should know it is not guaranteed," she said. |
| She pointed out that if customers bought an item costing more than £100 on their credit card, that card provider is jointly responsible. | She pointed out that if customers bought an item costing more than £100 on their credit card, that card provider is jointly responsible. |
| In that case, consumers can claim under Section 75 if an item is faulty or not delivered, and if it cost less than £100 and a credit or debit card was used, they might be able to claim the amount back via a chargeback through their bank. | In that case, consumers can claim under Section 75 if an item is faulty or not delivered, and if it cost less than £100 and a credit or debit card was used, they might be able to claim the amount back via a chargeback through their bank. |
| Made ex-boss says offer to save company ‘rebuffed’ | Made ex-boss says offer to save company ‘rebuffed’ |
| Pandemic furniture star Made.com nears collapse | Pandemic furniture star Made.com nears collapse |
| A post shared by MADE.COM (@madedotcom) | A post shared by MADE.COM (@madedotcom) |
| Sarah, 46, from York, told the BBC that she has been waiting for 14 weeks for a sofa bed that has not yet arrived. | Sarah, 46, from York, told the BBC that she has been waiting for 14 weeks for a sofa bed that has not yet arrived. |
| After paying £270 and receiving a notification that the item had been shipped, she says she has not heard from the company. | After paying £270 and receiving a notification that the item had been shipped, she says she has not heard from the company. |
| Sarah described her "disappointment" about not receiving the product, as well as the fact she heard more about the company's collapse on social media than from Made itself. | Sarah described her "disappointment" about not receiving the product, as well as the fact she heard more about the company's collapse on social media than from Made itself. |
| The chief executive of Made, Nicola Thompson, apologised to everyone affected by the business going into administration, adding that the firm had "fought tooth and nail" to avoid this outcome. | The chief executive of Made, Nicola Thompson, apologised to everyone affected by the business going into administration, adding that the firm had "fought tooth and nail" to avoid this outcome. |
| She described Made.com as a "much-loved brand" that had thrived in a world of lower prices, stable demand from its customers and reliable supply chains. | She described Made.com as a "much-loved brand" that had thrived in a world of lower prices, stable demand from its customers and reliable supply chains. |
| But she continued: "That world vanished, the business could not survive in its current iteration, and we could not pivot fast enough. The brand will now continue under new owners." | But she continued: "That world vanished, the business could not survive in its current iteration, and we could not pivot fast enough. The brand will now continue under new owners." |
| The company hit problems as households started cutting back on big-ticket purchases. | The company hit problems as households started cutting back on big-ticket purchases. |
| It is a dramatic change in fortunes for the brand, which boomed during the pandemic-related lockdowns as people bought more furniture and other products online. | It is a dramatic change in fortunes for the brand, which boomed during the pandemic-related lockdowns as people bought more furniture and other products online. |
| The retailer, which sourced furniture directly from designers and manufacturers, gained a loyal base of mostly younger customers. Last year, it was valued at £775m after floating on the London Stock Exchange. | The retailer, which sourced furniture directly from designers and manufacturers, gained a loyal base of mostly younger customers. Last year, it was valued at £775m after floating on the London Stock Exchange. |
| But more recently the company hit problems, as households cut back on big-ticket purchases. Global supply chain issues have also left customers waiting months for deliveries. | But more recently the company hit problems, as households cut back on big-ticket purchases. Global supply chain issues have also left customers waiting months for deliveries. |
| Made.com had already halted new orders recently and said it is currently not offering refunds or accepting returns from customers, although it is still intending to fulfil some previous orders. | Made.com had already halted new orders recently and said it is currently not offering refunds or accepting returns from customers, although it is still intending to fulfil some previous orders. |
| Made.com announced its intention to appoint administrators last week. It had originally hoped to find a buyer for the whole business. | Made.com announced its intention to appoint administrators last week. It had originally hoped to find a buyer for the whole business. |
| However, the company's co-founder and former boss wrote in a LinkedIn post that his offer to buy the furniture business was rejected. | However, the company's co-founder and former boss wrote in a LinkedIn post that his offer to buy the furniture business was rejected. |
| Ning Li said he had offered to buy Made with his own cash, saving about 100 jobs, but this "wasn't accepted". | Ning Li said he had offered to buy Made with his own cash, saving about 100 jobs, but this "wasn't accepted". |
| Additional reporting by Olga Smirnova. | Additional reporting by Olga Smirnova. |
| Do you have an outstanding order with Made? Do you work for the company? Email haveyoursay@bbc.co.uk. | Do you have an outstanding order with Made? Do you work for the company? Email haveyoursay@bbc.co.uk. |
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