Made.com goes bust: what does it mean for customers?
Made.com has fallen into administration after failing to find a rescue buyer.
The furniture retailer announced it was in discussions to find a buyer at the start of October following an unsuccessful fundraising round.
But in lieu of a rescue deal, the retailer has now gone bust, appointing PwC as the administrator.
Next is buying the Made.com brand name and intellectual property.
Made.com's chief executive Nicola Thompson said: 'Made is a much loved brand that was highly successful and well adapted, over many years, to a world of low inflation, stable consumer demand, reliable and cost efficient global supply chains and limited geo-political volatility.
'That world vanished, the business could not survive in its current iteration, and we could not pivot fast enough.'
If you're a Made.com customer, here's what today's news means for refunds, gift cards and online orders.
Will I receive my online order?
PwC says almost 4,500 customer orders in the UK and Europe are already with carriers and are being delivered.
But unfortunately there are 'a large proportion of customer orders' that won't be delivered, as they're still in production in Asia or are not ready to be sent out.
The administrator says it isn't able to give updates on specific orders, but it expects all orders that are with carriers to be delivered by 25 November 2022.
If your order doesn't arrive, it's best to to make a Section 75 claim with your bank if you paid by credit card, or a chargeback claim if you paid by debit card to try and get your money back.
Will my gift card or voucher be honoured?
Made.com stopped accepting new orders in October.
If you've been left with gift cards or vouchers you can't use, you'll want to write to the administrators to ask for your money back.
- Find out more: letter to clam refund for gift cards from a bust company
Can I return items?
Unfortunately, PwC says it can't offer refunds or exchanges for unwanted items.
If you've got a faulty item that was purchased prior to the appointment of the administrators, you can submit a claim to the administrators for a refund. There's details of how to make a claim on their website.
For any unwanted items or faulty items purchased before this, you can try to make a Section 75 claim if you paid by credit card or a chargeback claim if you paid by debit card.
You might also have a manufacturer or third-party warranty that's still valid in the event of a faulty product.
What are my consumer rights if a retailer goes bust?
Here's what you can do to get money back for any unwanted or faulty items:
- If you paid by credit card and spent £100 or more, you can make a claim with your credit provider under Section 75 of the Consumer Credit Act.
- You can make a chargeback claim with your bank if you paid by debit card.
- You might also be able to use a manufacturer's or third-party warranty if it's still valid.
- You can make a claim in writing to the administrator explaining what you're owed and what for.
Find out more about your rights when a retailer goes bust.
