I ordered a two accessories with customization. I ordered it quite a while ago, about a week and a half now, and I haven't received any other details other than "in progress" on my account. I thought it will take maximum of two weeks, but when I called the customer service, they don't have any idea when this will be completed. Madewell is a huge company, and my mom and I shop at the store about twice a week. My mom and I have been an Insider for about 3 years now, and my expectation for Madewell has decreased a lot. We spend at least a couple of hundred dollars every month and I don't think I want to shop at Madewell again. The customer service representative I spoke to was telling me that they can't do anything and if I want to change the shipping address, I have to do that through UPS. He was emphasizing that they don't take any part in that and I should do that on my own.; he was not respectful. The service and shipping details is very inconvenient. I realized that Madewell is great and they make it great on the outside, but inside they actually lack in important necessities that clothing brand should do.
Review by Kelan2 months ago
I ordered from australia. I had to return part of my order due to an incorrect item sent, and size issues. The want to charge me $50 and $70 AUD for returning even though there website clearly states returns cost 11.53 AUD. I'm also a madewell insider, however they still want to charge me.
Their excuse? This is what the courier charges them. And the amount shown is listed under US returns. Regardless of whether this information is under the US or international header. If you claim this is just for US customers, then why is the amount in AUD? This is intentionally misleading!
Review by Bryauna3 months ago
10/10 customer service and item quality. I am very happy with the orders I made from them! Love the style and simplicity of ordering online.
Review by CKube3 months ago
Ordered a pair of slippers on 11/20 for a Christmas gift. They don't fit so I tried to initiate a return. They have a hard and fast 30 day return policy. This is the only company I know of that doesn't lift their 30 day return policy for the holidays. I even called the customer service line thinking they would surely lift the policy for a holiday order - but no. I will not buy from Madewell again.
Review by Nkonzako Srocki4 months ago
I purchased a pair of jeans and was informed they would not ship out until 2 months after my purchase date. On my 2 month delayed shipment date I reached out to confirm they had been successfully shipped and the answer was no. Now they are moving the date back another month and half before shipment. It's one thing to agree for a rediculious wait but adding another month and a half to an already 2 month wait is outrageous. If you dont have the product in store to ship for over 3 months..... dont advertise it as available. If you want a 3.5 month wait on your product order now.
Review by Dabernaut5 months ago
I purchased a pair of shoes for $118 and received them today. I used my so called birthday discount of $25 on the order making the purchase price $85 plus $5.95 shipping. The shoes are now on sale at 25% off. I contacted customer service and asked for the sale price. Apparently you can't use a birthday discount on merchandise that's on sale. Rude customer service agent!!
Review by Grimland Derrow5 months ago
(I discovered, in corresponding with customer service, that these jeans shipped much later than I thought. I order a lot of jeans from Madewell, hence my confusion. So this order was backordered for six months! Awful!)
I recently contacted customer service about a defective pair of jeans that I received in the spring. Because the jeans had been on a long backorder (really common with Madewell), they arrived at the beginning of the hot season, and I had not worn them all summer. I first wore my new jeans in the cool fall weather. It was only then that I noticed that they were deformed in the way they were sewn, which was something that was not evident on initial try on. So I contacted Madewell with a complaint. I stated in the email that I knew the item fell outside of return guidelines, but they need to know about this quality control problem. They emailed me back saying that yes, the return requirements dictate that the item be unworn and no more than 30 days in hand, but that they might have "other options" to explore. They asked for more information. I provided it, and then got a reply saying that the jeans fell outside of their return window, so there was nothing they "could" (would) do. This was something that I had acknowledged up front. So why bother saying there might be some remedy? Awful customer service. I'm over Madewell.
Review by Mikaul Alkalay6 months ago
Free returns are a joke. Supposedly 30 days but it starts when they mail it out and must be received back in their computer system by the end of 40 days. They told me it can take 2 weeks once you send it back to be received! My return always seemed to be processed 2-3 days after the 40 day window. Nearest store is 2 hrs away. I'm done shopping there- will choose the stores with good customer service.
Review by Sterlinggo Gunawardane6 months ago
I just wanted to say I was at Madewell in at the Prudential Center in Boston with my daughter and the staff could not have been more friendly and helpful. Amanda and the
staff were great. Always look forward to going there.
Review by Bmpungose Merrills6 months ago
I love Madewell's products and they have awesome sales. They are, however, dishonest with their mail returns. If you return your purchase and it's received within 30 days of the purchase date, you're told you'll receive a FULL refund. When you submit for a free return shipping label, you're even told within the email what date Madewell must receive your return by in order to get a full refund.
I mailed my return and tracked it online. I saw it was received 5 days before the return cut-off. I kept waiting for an email notifying me that they'd received it and were refunding my credit card. TEN days after the online tracker showed they'd received my return, I got an email saying they'd *just* received it and were issuing me store credit with shipping taken out because my return was past the 30 day cut-off.
I called customer service and said I should receive a full return to my credit card. They agreed that Madewell had made a mistake and said I'd receive a full refund to my credit card. The next day I got an email showing I was refunded for the shoes but shipping was taken out. I had to call Madewell a second time and point out this error. The customer service rep agreed that it was an error and separately refunded the return label charge. Point is: if Madewell rips you off, they'll take care of it IF and only if you call their attention to it. But you have to stay on top of it. It's frustrating and dishonest.
Review by Kaelemiah8 months ago
Bought a pair of jeans but they were way too small. I returned them within 30 days but they charged me return postage and gave me my refund on a gift card because they start counting on the day the order was placed and not when it was received (nearly a week later).
Review by Onceuponabowtiqueuk Derrow11 months ago
The customer service is absolute the worst EVER! Try to call and you are on hold for more than 40 minutes, I tried twice and hang up. Merchandise was promised for Dec. 28th and on Dec. 27th it was not even shipped. To make it easy to get out of this purchase I cancelled my Visa card, never before have I experienced such a lousy customer service. They say email us and we will respond within 24 hours, of course not true.
Review by Foxliterb11 months ago
My daughter purchased me a sweater that had a little more wool in it than my skin liked. I live nowhere near a Madewll so I was given a customer number and emailed a return label. I sent it out immediately on January 9th. It's over a month later and they still have not emailed me the refund. Ever time I contact them I get someone new who asks for the same info that is easily found in the feed of responses. I'm so angry that I have to waste my time with this! Do your damn job and take care of your customers! Horribly run returns. Ridiculous that it is taking this long!
Review by CustomerBrit11 months ago
I have been ordering from Madewell for about two years now and I am very happy with their customer service. I did have a few concerns about a few of my Christmas orders and I did have to wait on hold for a long while but it was worth it. Once I was connected the customer service representatives were extremely helpful and very respectful. I had to be on the phone talking to them for at least twenty minutes and not once did they rush me off the phone. They even went so far as to connect me to their supervisor to inquire about an order I was concerned about. Plus my phone died and they called me back Not something I have encountered for many years from other high end stores. I usually don't write a review but it was a pleasure dealing with your customer service people and supervisors. Other high end stores should follow your lead, even with the long wait. Thank you to your customer service people job well done.
Review by Bendithk Doubrere1 year ago
Horrible company! They took my money in paypal twice without confirming my order. They kept me on the phone for over an hour with ZERO solutions. I was told there was nothing they could do I even had the paypal transaction number and they didn't care to even take it from me. I tried contacting them through email and their solution was to call customer service AGAIN! HORRIBLE! HORRIBLE! company doesn't care about customers at all.
Review by Sajimone1 year ago
Ordered Madewell jeans for my wife before Christmas after seeing very strong reviews on a number of online sites (she has trouble finding jeans that fit); unfortunately Madewell took over three weeks to send anything to me (after I paid extra for delivery within 5 days) and gave me completely the wrong item. Throughout the process, their customer service has been extremely poor and I am still waiting for them to send me forms to allow me to return the item. They also are not confirming that they will refund the extra postage cost for the speedy delivery, and consistently ignore my emails. Without a doubt the worst customer service I have ever had from a retailer!
Review by Eseniya1 year ago
Been living Madewell for several years now! And didn't realized that even if you order from your account, you make sure that your method of payment is associated with your account. For 2 yrs I was wondering why I was not receiving any Insider credits (Inagould be an Icon Level by now) or receipts for my purchases. Just found out that when I used my ApplePay instead of my PayPal it defaults to an old work email. I didn't even realize that it had my work email. I would w we use that for personal emails. Nevertheless, I ended up purchasing 2X of the same thing because I thought my first order didn't go through even tnoigb I should've known it did because My credit card was charged. Anyway, I was told that they can't transfer my credit From one account to another. But Inonky have ONE account!!!!! Why should the default email of my payment method precede my account's email address???!! It does r make sense!!! I only use the link they send me on my personal email address not my old work email which I have no access to in the first place!??
Something needs to be fixed & madewell should not refuse to credit me my Insider points!
Anybody else run into similar problem? It's very stressful!!!
Pls email me at [email protected]
Review by Ilee1 year ago
Free returns? NOT! Don't order from MADEWELL unless you want to struggle for months to never get refunded for your return! Hours on the phone too! Who the heck left that review stating they had great customer service?! Must be a paid exec! I'm now trying to get results from NYC BBB! We will see how this goes now. It's infuriating! DO NOT ORDER FROM MADEWELL!
Review by DamianThomas1 year ago
I'm fed up with Madewell. Their prices are high for what you get. Their processes are broken. For example, they say if your a Madewell insider you get free shipping and returns. But, more often than not, they charge me $7.50 for using the return level. When I ask them about this, they say that it's because I am past the 30 day return window....So, about this 30 day return window; it is not defined anywhere on their website. But when you talk to customer service their definition of 30 days is from the date Madewell ships it to the day they process your return.
Madewell shipped a shirt to me on September 3. It arrived at my house September 14th. I mailed it back September 17th. Madewell processed the return on October 10th (today). So, according to Madewell, I did not meet the 30 day return window so they gave me a gift card. The amount of time it takes for shipping to occur and Madewell to process the return is completely out of my control. I don't know why Madewell (1) has a ridiculously tight 30 day return window (2) processes are setup to be NOT in the customers favor (3) why they define 30 day return the way they do and why they don't communicate clearly with customers.
It's kind of killed Madewell for me...if there's a Madewell purchase to be made, I recommend Nordstrom to buy Madewell instead of Madewell directly. Nordstrom has a much better return policy and knows how to treat their customers, unlike Madewell.
Review by Nabrieshia1 year ago
Their clothing as the name suggests is actually made quite well and I am glad to spend a few extra dollars on pieces that will last as opposed to spending money on fast fashion garbage! Love everything I've bought so far from them!!
Review by JoseLibrado1 year ago
Placed an online order on 12/15/18 that was intended for Christmas. The order was partially shipped (after Christmas!) and partially cancelled. Madewell did not call or email to apologize. They have lost me as a customer. They have lousy customer service.
Review by Eemies1 year ago
First, being on hold for over half an hour is ridiculous. Second, one of the items I ordered showed in stock when I placed my order. However, when I check order status one of the items says "wait listed". Not an email from them to that effect. Third, my items have still not shipped over a week later. Lastly, constant barrage of sales spam emails. If my daughter wasn't so in love with these products, I would NEVER do business with them with my hard earned money!
Review by GirlPowerBuyer1 year ago
So I like the clothes ok (although a few of the t-shirts I bought developed holes after 2 washes) BUT I tried to return some jeans (which I spent over $100 on) that didn't fit and I CAN'T!
Due to being an international order the only return instructions they provide is to email julie @ madewell. So I did this - multiple times with absolutely no reply! I've tried to get responses via multiple other avenues and nothing. They don't provide an address I can send my return item to so basically I just can't return it and I've wasted my money. What BS! This company is crap. There's plenty of other companies that actually value their customers. Plus their clothes are no better quality than any where else - it's just a marketing angle. Won't bother spending my money here again.
They have also disabled reviews on their facebook page and won't accept review on their website about their service, which is pretty telling.
Review by Anvarbek1 year ago
Like all snooty, overpriced "boutique" chains, Madewell associates greet/help very selectively. The whiter you are, and the cooler you look, the more likely you'll be greeted warmly, approached, and be given their Madewell-branded water (you have to be super white and bougie to be given this).
There are many Asians shopping at their SF store, but employees consistently fail to greet them, approach them on their own, or give them a farewell. Also, cashiers look irritated when ringing up their $300 purchases.
The guards in front of the store greet and give farewells very selectively, too. You can be a pretty non-Asian person, come in from Target, holding a plastic Target bag, and be warmly greeted, helped, and treated like royalty - even if you walked into the Madewell not knowing what it is, and never intending to purchase their overpriced products. Meanwhile, you can be an Asian hipster who's a Madewell Icon (their term for someone who purchases over $1000 in a year) - and just be ignored, and the cashier acts like they don't want to interact with you.
It definitely depends on your look and attractiveness level, regardless of ethnicity. I saw a mixed-looking girl who looked very cool and pretty, and the cashier asked her on her own, "Are you a student?" without even checking for ID. You get a 10-15% discount for being a student - and employees will only go out of the way to ask if it's a pretty girl who's not Asian. It's all subconscious bias, like everything else.
The SF store has shoppers who appear college-aged to well into their 50s. The older shoppers get ignored and indifferent to rude treatment, too.
Their products and stores are like Nordstrom - lots of hype, good marketing, great image - but their stuff can be poor quality, incredibly boring (bordering on conservative), and way overpriced for what they are.
Be a smart shopper, and just head over to Forever 21, H&M - or, God forbid - Ross - and get stuff that fits/looks better than Madewell for a fraction of the cost and much less of the snootiness.
2 stars instead of 1 because it's fun shopping online, without the discrimination in their snobby stores. They have the most edgy yet laid-back image - they've really succeeded in selling their cool, trendy Millenial vibe. They're one of the few clothing chains that can get away with using "ugly" models with weird faces - because they can.
Review by JulianClarke1 year ago
Their contact us page says they are available by chat every day, from 9am to 11:59pm ET and by phone 7am11:59pm ET, seven days a week.
There is no way to access their chat.
And I called them last night and also at 7AM today and was on hold for an hour before I just hung up.