Madewell Reviews 83

I have been a very loyal customer of Madewell for years. I’ve never had too many issues BUT their website and app has always had the absolute worst configuration/design/interface. I’ve seen mom and pop shop apps that are more user-friendly than this with far fewer glitches.

Today I placed an order, and when I went to my email, the wrong item was ordered! I know I didn’t do this because I triple check before spending money online, especially when I’m using a discount (which I was today). Thankfully, I noticed before it shipped, so I reached out to customer service. To my surprise, they were not helpful whatsoever and said they’d have to create a ticket to cancel, and that it wasn’t guaranteed. This is a sale item, so I wouldn’t be able to return it if they ship it. The customer service agent then closed out the chat mid-conversation. For a company that prioritizes quality, you’d think they would adjust their standards for customer service. What a disappointment.

Ordered correctly and was sent the wrong item through no fault of my own. I emailed the customer service and they were dismissive and unapologetic. They communicated it was now my issue to reorganise the shipping and return, to gain a refund, including printing out return label etc. If I wanted my original correct item I would have to reorder myself online, shoulder the cost and they would refund the delivery in 5-7 days. I have never had such an awful online retail experience with a well known brand.

I don't know what's worse with Madewell: the delivery times or the communication. I ordered a handbag for my daughter on 24 November 2023 and paid by credit card. When the goods didn't arrive only on my request I got the information that the handbag was out of stock. Estimated new delivery date: 23 January 2024. We have it today. But: no bag and no information on the delivery status. Very bad online shop.

I Ordered a pair of earrings for a Christmas gift 3 Times:
Nov 25, Dec 7, and Dec 11. Every order was cancelled without any notification, even though I had spoken to 3 different customer service people. When I called on Dec 11, the representative ordered it for me and said it was in stock. I called today and was told there is no record of my last order but the earrings are “in stock now and on back order”, to which I explained to her made no sense! She said I could order again for delivery sometime in January, but not guaranteed that they would arrive then.
I told her to forget it and that I will never order from Madewell again!

I ordered a Christmas gift on 12/05/2023. On 12/16 after receiving part of the order I noticed the status of the item I was waiting for was cancelled. I NEVER received an email stating that it was cancelled. When I called, I was informed that they no longer had the item and could not send it. UNFORTUNATE! I will NEVER purchase from them again!!!

Like other reviewers I had an inventory issue. My daughter requested an item from Madewell as her ‘big” Christmas gift. I ordered it many weeks ago and now, just 10 days before Christmas, I received a notice saying that the item was unavailable! Of course they should have known immediately that stock was unavailable and it is unbelievable that it took them so long to notify me. Their notification message saying that it proves that I have “good taste” is enraging and not at all endearing or cute, which is what I expect they intended!

Poor communication. I bought a suede bag that arrived with a horrible stench. But the bag was what I was looking for (size, shape, color, price point) so was reluctant to just return it. But each time I contacted the company to ask questions about the cause of the odor and how to get rid of it (chat, email) or whether a replacement bag would have the same problem, all I got was a return label. No engagement with the questions or actual issue. There is also no customer service telephone. Initial communication is through virtual assistants (chatbots). Nightmare.

their cloth made very well just like their brand name i enjoy every piece i receive from them and are very happy with it.

I am very disappointed with the customer service of Madewell. I bought my jeans over a year ago, and unfortunately, Madewell only looks at the 'calendar age' and not the physical age of a product. I provided photos of the jeans and there are no signs of wear and tear anywhere, while there is a perfect rip in the denim along a seam of one of the back pockets. To me, this is an indication of a defective product, a weakness in material. I rotate these jeans among many others and I wash them minimally and always with cold water. This way my jeans last me about 10 years.

None of this matters to Madewell, which to me means they don't stand for their product. They lost my loyalty for sure.

I think their clothing are good but sometimes the design looks a bit boring so hope they develop more new styles to do

They made fraudulent charges with my credit card. Do not shop here. Thankfully, I was able to call the company after looking them up online and had it cancelled. I was told by J. crew the purchase came from a company they sell clothing to. It clearly stated MADEWELL LYNCHBU on my card statement as a pending charge. J. Crew cancelled their order quickly.

Наручио фармерке преко Madewell-a, у суштини ми се десило све оно што су људи прије мене писали. Узму новац да би након 15 дана отказали наруџбу у једном безобразном и циничном email-у. Сајт једва да функционише, корисничка подршка не постоји

Good clothing company and very good material for dressses too i like it very much and will shop again

Had a defective pair of jeans, that I tried to return after 30 days, as the fabric started ripping after only a few wears at no fault of my own. After a couple back and forths and condescending representatives, they finally gave me store credit. The pair I originally had was discontinued so I needed to try on more pairs and don't live near a Madewell store. Ordered 3 pairs, kept the pair I liked the most, and returned the other 2. Instead of using the store credit on the pair I kept, they gave me it back to me before issuing a refund, essentially making me pay for a new pair of $140 jeans and sticking me with store credit from the original defective jeans. Sucks because I don't want to have to pay more on their trash quality, overpriced merchandise. Total rip off and no help from customer service.

bait and switch. the website said that if I ordered jeans to be sent to the local store they would be there in 4-5 days. They are not and will not be for another several days. I would not have ordered them if a true pickup date had been given. This is just a form of bait and switch. Nor will they cancel the non-arrived items and i won't get a refund for about 12 days.In the meantime, they get to have and invest my money.

I made a return on something that did not fit (and kept two other items that did fit), but due to inclement weather (blizzard that forced a city-wide driving ban – all the postal services were closed) was unable to drop in the mail on time (I was only a few days outside the accepted window.) Initially they did not honor the return policy and issue the refund – I received a gift card which was fine, but I really didn't want nor need anything else. After a few communications and explaining my situation we were able to resolve the issue and get a full refund to my credit card.

I have never ordered online from Madewell before, but this is a warning about the customer service. My package wasn’t delivered after two attempts by the post office (a separate story), and I contacted Madewell to see if they offered any support. They suggested I wait until the next delivery day for the Post Office to try again. This was not helpful, did not resolve my issue, nor did it show any support. I reached out after having already done this. So be warned - ship to the store if you need to. They use UPS SurePost which has many issues.

Their online return policy is garbage and so is their customer service. You have 30 days - which includes from the day it was shipped to the day the receive the package back. So, if it takes 6 days to get to you, and 8 for then to get it back, that leaves you 14 days to send back your package. Any big retailer offers at least THIRTY DAYS, especially given the shipping delays thanks to Covid-19. For reference, I sent my package back 10/25 and they supposedly didn’t receive it until 11/2 (8 days later). I contacted them about this and they refused to refund my original payment method and sent me an e-gift card which I have no interest in using. Plus, their jeans and tops are ugly, not flattering and made my 130 pound frame look frumpy and fat. I’ll never give them another dollar.

Love Madewell, but they seriously need to get a handle on their sold out styles on their website. There've been so many times when I've ordered something and it shows on their site that they have plenty of the item in stock and then I'll get an email saying my order is about to ship, only to get an email saying the item is out of stock. Like, what's the point of showing that the item is in stock, when it's clearly not? This has happened to me multiple times to where it's just so annoying and shows that they need to get their inventory straight.

I would give 0 stars if i could. They scam people by charging them a “return fee” of £35 but not publishing this on their website. why would i return an item that cost £45 if i knew i had to pay a 70% return fee??? It makes no sense! I may as well have sold the item on vinted. I would have been a loyal customer, (I have bought two bags both over £150 and one pair of earrings from them) but this experience has left me feeling cheated and furious.

In an age where most commerce is now online, they have unfriendly and un-progressive return and refund policies which I would go so far as to call a scam. If they are going to charge customers £35 for returns they need to put it in somewhere in big block letters, so they know what they are getting into, and not sending people an obscure link to a webpage AFTER they have already robbed you of your money.

I sent a strongly worded e-mail and they explained that “ Partial order returns, or returns requested after 14 days of receipt, are charged a return fee of 35 USD. This amount is deducted from your refund once it is processed. If the entire order is returned within 14 days of receipt, as part of the Distance Selling Regulations, you aren't charged a return fee.” What distance selling regulations?? I shop from loads of american companies who dont rob you like this. And why only partial returrns, which mine was?? They have now refunded me the full amount. But i am still never buying from them again. Really questionable practices. Would report them somewhere if I knew where to go.