MADE TO LAST Reviews 

Recently bought a sofabed, flat sheet, and 2 fold pillow. Each item arrived as soon as available, the sofabed being earlier than promised and although I needed to enquire about the pillow, which was delayed due to covid, it arrived promptly when I did so.
The 3 items work well in combination and are very comfortable together. The sofabed is also comfortable as a sofa.
Made to Last replied promptly to my queries and I am very happy with them and my purchases.

We were looking for a new sofa bed and saw the Made to Last Coveney model. It looked just right for us, so we ordered some fabric samples, which came very promptly.
One was just right for us so we ordered the single sized sofa bed.
Communications from the company were great and in fact the sofa was ready before the original time given. The delivery company was equally good at keeping in touch and were polite, friendly saved efficient.
The sofa bed came yesterday. It is everything we hoped for. Comfortable to sit on and to lie on. It's so easy to convert and looks good in the room. It seems like a great quality product and we're looking forward to enjoying it for years to come.
We're happy to recommend Made to Last to anyone wanting a simply to use good looking and comfy sofa bed.

Sofa bed arrived 1 day later than expected I was sent an email to let me know it would be delayed so really pleased when it arrived. The delivery guys were on time and worked hard to set it up. It’s very comfortable and we are happy with our purchase.

I purchased the Moulton 3 Seater Sofa bed from Made to Last. The quality of the sofa bed is excellent and the service I received from Made to Last is brilliant too.
Before my purchase, I contacted their customer service to ask some questions about the sofa bed and the lady on the phone was very helpful. I placed my order online which was very easy and straightforward.
The sofa bed arrived on time and the delivery people were polite and took the sofa bed in the room. I am super impressed with the quality of my sofa bed and the service from Made to Last.

Late, uncomunicative and unhelpful

Similar to quite a few reviews, made to last take an exceptionally long time to make the items and then don't deliver on time, or even notify you that this is the case.

Made to last require constant chasing to get any information on your order and the information they can provide is limited. We have blasted past 2 of the expected manufacture completion dates and a 3rd has been given for mid-February.

TLDR - I have absolutely no idea when I will recieve a product I purchased 3 months ago.

Bought the 3-seater Chiswick sofa in blue velvet (the only sofa-bed of its style I could find online). Excellent communication throughout. Delivery drivers were here for about 45 minutes trying to get the sofa into our lounge (successfully in the end!). Quality of the sofa is excellent - a purchase that will be with us for years and years. 5/5, would definitely shop with Made To Last again!

Bought a sofa bed 3 1/2 years ago, expensive but thought worth the investment to last. Its very comfortable as a bed but the sofa material is worn really badly, the top faux leather like surface has worn away completely where its been sat on. I honestly thought it would last longer for that money. 😕

Months to arrive then the top section of the very expensive ceiling light was absolutely nothing like the picture

Ordered a sofabed end of august for a delivery early October. Was told last minute it would be delayed to early December. No gesture/compensation of any sort was offered. After multiple useless emails from the delivery company telling they will contact me to arrange a window to agree on for delivery when they finally offered a window that was inconvenient they were not arranging at all and if I did not adjust I would have had to wait an extra week so again I adjusted. We were already 10 weeks behind schedule. The sofabed arrived today badly damaged… so I’m in again for a lengthy wait fastidious emails and possibly even a cheap item as this makes me doubt the quality.
I might update this review if the item finally arrives, is of great quality and if made to last shows decency in their offers for compensation.

After having been let down by a 'made to order' sofabed company (we had waiting OVER 6 months) we ordered a Jaybe 2 seater sofabed from Made to Last and couldn't be happier. 2 weeks after placing our order the sofabed has been delivered and it looks great. I would recommend this company.

Great Sofabed (Wilburton 3 seater), good delivery people. Very helpful and they communicate well. Often the delivery takes some time (almost 2 months altogether for me as opposed to 50 days), but I wasn't in a particular hurry. Just love how comfy the sofa is and the bed is also nice! Would recommend the Sofabed.

Order now received. I was not made aware of shortage of drivers or delivery problems. Was told it would be delivered. If this was explained from the beginning it would not have been a problem.

Still waiting for my sofa bed.
Ordered in July.
Delivery was promised for 7 am to 10 am today. It’s now 7.37 pm.
Latest was a text from the delivery people Humber services saying they’d keep me posted. Apparently the van left this morning without my sofa, so the poor driver was to turn out again this evening. Or maybe tomorrow. They have not kept me posted. The number of the text doesn’t ring. I’ve been fobbed off sooooo many times. Is this just a scam? Are they harvesting money for mythical sofas that don’t materialise? I will not be using them again. I read reviews …… clearly didn’t do enough research. I do not recommend.

The sofa is here now and it is absolutely lovely. I considered deleting this but the pulavers re delivery were real. The sofa I do recommend but only if you’re chilled re delivery and ok to write off the time for messy coordination on delivery. The delivery chaps were 10/10.

We recently took delivery of a sofa bed that we had waited around 10 weeks for. On delivery, the guys unpacked it and asked for us to inspect it. Unfortunately, we found a lot of problems, including the velvet marked in numerous places, some light marks and one very dark scratch in the material, it had the wrong legs, the sofa bed didn't fit properly and dropped onto the wooden floor (not ideal from a scratching perspective) and the seat cushions had been so tightly packed you could see the under material which is different to the velvet on top. The delivery team and myself took photographs, I then sent them to Made to Last. After various conversations with them we couldn't find an agreeable way forward so the sofa bed is being returned. They did tell me they will then repair and resell it. I'm not sure how we received such a sub standard product, the problems are obvious and it should never have left the warehouse. We refused a very small refund and for it to be repaired. We did say we would accept a 15% refund and repairs as a compromise but they wouldn't do this. This is a huge inconvenience to us as we now have to reorder another one (from elsewhere) which is also likely to take a while to be delivered and we have been left without a bed for visitors. Based on this experience I would not recommend Made To Last.

10 Sept Response - Hi Joel I'm not sure how I reply to your comments so I am adding my response here. If you have seen the photos you will see that the worst mark is unlikely to be brushed out as it is more of a deep scratch. Also the bed drops below the sofa so even with longer legs it would still drop below, however it would no longer touch the floor. Again I sent a photo of this too along with the one from your website and you can see the difference, I am happy to share again if needed. From a compensation perspective, I took time off work for delivery and I would need to take time off again for an engineer, this is at a cost to myself and that is reflected in the sum we asked for, alongside the inconvenience etc. We didn't think approx 15% discount was unreasonable at all. With regard to your engineer they are going to need to repair the sofa anyway so the only extra cost to you is the travel. That said, this still misses the point that it should never have been sent out in that condition. I watched the delivery team unpack it and put it in the room with great care. We already have a velvet sofa and had none of these issues from that company, we chose you as they didn't do a sofa bed. I don't think we will agree on this. To me a repaired sofa bed is not the same as a new sofa bed and should be discounted accordingly. My review is honest and fair.

Was all set to buy a Wilburton 3 Seater Sofabed, and before spending about £1300 decided to double check a few things, including the warranty.

The website states that the wooden frame is covered by a 15 year warranty, so I wanted to know what the warranty is for the rest of the sofabed, the fold out mechanism, the upholstery, the mattress, etc. (A bit like the way Bosch offer a 10 year warranty on their washing machine EcoSilence Drive, and the rest of the machine is covered by a 2 year warranty).

So I was amazed to be told that the only warranty, at all, is that for the wooden frame. Nothing else is covered by any warranty whatsoever! Not the folding mechanism. Not the mattress. Etc. The website says that Made to Last are proud of the warranty they offer, but I cannot see what there is to be proud about when selling a £1300 product where most of its expensive components are not covered by any warranty at all.

I was told that the web site clearly states that only the frame is covered by a warranty, nothing else, but I do not believe that is true. The web site simply says that the frame is covered by a 15 year guarantee; in no way does that suggest nothing else is covered by any guarantee at all. It just comes across that the frame is specially warranted.

The notion of selling such a product with most of its major components without warranty is pretty much unheard of in the UK I think.

I am really disappointed because I wanted to buy this, but I cannot bring myself to spend £1300 on a product that has no warranty, other than on the wooden frame.

UPDATE 13 Aug 21, F.A.O. Joel

Hi Joel,

Thank you for your prompt response. My comments here, as before, are intended to be constructive, both for your company and customers.

The reason I got it wrong about the mattress guarantee is because of what I was told in the chat session with Made to Last. This is an exact excerpt of what I was told in the chat, which I'm sure is available for you to check in your records:

"The sofabed mechanism isn't covered in the warranty or under any warranty. The only warranty available is the 15 year warranty on the sofabed frame.
…
In no way do we imply that the sofabed itself is under any other sort of guarantee or warranty, if there were any other guarantees or warranties, they would be clearly stated on the website, just as the frame guarantee is."

I believe a printed copy of guarantee terms and conditions should also be supplied with the product - the guarantee is itself part of the product and its quality. All companies I know of do this. With a good guarantee, and a printed copy with the product, I would have been a customer of yours.

Although you suggest coming up with a suitable warranty is difficult, I would disagree, many thousands of companies are doing it all the time, and in no way do you have to start from scratch, it just needs the will to do it. And the notion of excluding misuse and fair-wear-and-tear has been in UK warranties for donkeys years.

A good example already exists within your own company, on the Jay-Be products that you sell. Note that Jay-Be provide a lifetime guarantee on their folding mechanism, you offer no guarantee at all.

On the Jay-Be guarantee page it says:

What does my guarantee cover?

Your free guarantee covers the cost of replacement parts or product and labour where the product is faulty because of a manufacturing defect. Our aim is to ensure that you are completely happy with your product so if you believe something is not as it should be, please let us know as soon as possible and we will do our best to address your concern.

What is not covered by my guarantee?

Although we will always try to solve a product issue, there are some circumstances which are not covered by the guarantee.
Examples of these include:
Defects which have resulted from misuse.
Defects caused by normal wear and tear, including de-colouration, insects, fungus, wet or dry rot, rusting and scratching.
Defects caused by ignoring the manufacturer’s recommendations for cleaning.
Defects caused because the product has being used for purposes other than for normal domestic use.
Damage caused by extreme external impacts such as flood or fire. Loss or damage to any property, expenses or any consequential loss. For more information please see our Terms and Conditions.

How long does my guarantee last?

Folding bed frame – Lifetime guarantee
Folding bed frame when used in contract environments - 5 Year guarantee
Folding bed mattress – 1 Year
Storage Covers – 1 Year
Mattress Protector – 1 Year
Sofa/Sofa bed frame – Lifetime guarantee
Sofa/Sofa bed seat and back cushions – 5 Years
Sofa bed mattress, 'Retro type' roll-out bed mechanism – 5 Years
Adult mattresses – 5 Years
Children's mattresses – 5 Years
Sofa bed mattress, 3-fold bed mechanism – 1 Year

We ordered a sofa bed (Wilburton). I contacted customer service a few days later to change the size and they were very accommodating. It took a week longer to make, but we were informed by email. The delivery went off without a problem, great communication throughout. The guys even had to deconstruct it for it to fit through our front door, took shoes off and demonstrated how to open & close it.
The sofa is bigger and more sturdy than expected, very comfortable both to sit and to sleep on. It was expensive but I’m glad we made this purchase, it will certainly serve us well.

We have been looking for a sofa bed that is something that you believe to be comfortable to sleep on. Well on the website we saw the Hemingford Retro. There is an option to increase the sleeping comfort by purchasing at extra cost a pocket sprung mattress, excellent.
However, on ringing to enquire regarding trying out the sofa we have been told that there is no way we can try it out! However, we could order it and if it does not feel right we can return it for a small charge of £59.00. What would Made To Last do with the return? This doesn't seem the right way to sell a sofa!

I ordered a Drinks Cabinet on 12th December with a delivery date of 31st December , Fair enough .

Deliver on 31st but the cabinet was smashed , asked for a replacement .

5th Jan - I was promised a contact from a delivery company in 1-2 days to deliver a replacement

7th Jan - e mailed chasing an update as no contact

17th Jan - e mailed again chasing the replacement , 12 days since my original contact

18th Jan - Contacted by Made to Last , blamed lockdown and the warehouse

19th Jan - Its Covid in the warehouse and the delivery companys fault

25th Jan - Delivery Company confirms delivery Wednesday 27th but on cancels on the 26th

28th Jan - Another Company Furdeco arranges collection of the broken cabinet - turn up and take cabinet and the shelves in a seperate box - 2 items

28th Jan - Email Made to Last and tell them the broken cabinet has been picked up along with the shelves , I tell them please ensure you deliver shelves when you do eventually deliver the new cabinet as i've sent the broken cabinet back as a complete package. I am told don't worry all sorted they are delivering on Monday 1st Feb

Monday 1st Feb - No Delivery

Tuesday 2nd Feb - Delivery company contact me telling me the first date for delivery is 3rd Feb , No good for me so we agree on the 4th Feb

4th Feb - Cabinet gets delivered but with no shelves

Still can't us the cabinet over 55 days since the original order and after telling them about the shelves its just incomptence and a total lack of customer care

Think carefully about ordering anything from this company

I was about to purchase a particular light however luckily I also contacted the supplier who advised me that as they are based in NI there were customs & other taxes to pay on arrival of the goods. Not once when I emailed customer services for Made to Last was I advised that if i ordered there would be other charges on delivery.

Having just spoken to a lovely lady on the phone, I feel sad to give such a scathing review, but here goes.
Having been diagnosed with terminal cancer and only having a couple of years left I decided to purchase a adjustable bed it’s was delivered 1st November 2019, my birthday. Last week was a bad week, I spent a lot of it in bed, spending so much time in bed I decided to elevate the leg section which I don’t often do, it didn’t respond, my husband swapped the hand controls over and the bed responded. Great it’s only the remote control easy fix haha. My husband rang MADE TO LAST and we got sorry we no longer deal with that company you’ll have to contact them. At the time my bed was advertised as having a 15 year guarantee, I do realise the remote won’t be guaranteed for much longer than 12 months but to last only 15 months. I also believe my 15 year guarantee is on dodgy ground, I thought whom ever you purchase from was who you held your contract with. My bed is made by Furmanac who have evidently blocked the telephone number of MADE TO LAST ??? How bad have things got ?
MADE TO LAST Trustpilot rating 3
FURMANAC Trustpilot rating 4.5
I believe management are stepping back from customer service, they need to keep stepping back till they’re out of the door, and never return.
I await your equally scathing reply.
Bright side I’ve survived longer than my bed