I bought a 3 seat Orson sofa in marine green less than a year ago, and in a matter of months the sofa cushions had both collapsed on one side. When I contacted made.com and provided photos they offered a part-refund, which I agreed to. After they’d confirmed that the refund would be issued they then contacted me again to say that they couldn’t issue a refund because I would need instead for a third party to inspect the cushions at my expense, and that this third party isn’t currently available due to corona, and may not be for many months. I suggested to made.com that if they can continue to sell and deliver products during corona, they should also be able to deal with returns/refunds, but got a flat “no”. I was disappointed because the cushions are such poor quality (I’ve replaced them at my own expense and the new cushions are dramatically better), but also because I didn’t even ask made.com for a refund - they offered one. And they took so long to figure out what they were doing, messaging me every day for a couple of weeks, offering refunds, then retracting them, I just feel so annoyed and messed around. I won’t be buying anything from them again; their products are bad quality and their customer service is a pointless waste of time. And they won’t speak on the phone, which doesn’t help.