I ordered an assortment of their "most popular products" for $99. "Special offer" from an internet ad. Three of items weren't in the package, and when I checked their website, I saw that all three were out of stock. They haven't communicated with me about when (or if) I will receive the missing products. It feels very bait-and-switch
Response from Madam SewSep 22, 2026
Hi, you are right to be frustrated, and the missing communication is the part we got most wrong. If items in a bundle go out of stock after your order, we should tell you straight away instead of letting you discover it yourself.
The three missing items have been refunded. If that refund has not appeared on your statement, email [email protected] with "Trustpilot - bundle" and your order number and we will chase it the same day.
We are also fixing the underlying issue so bundles cannot be sold with items we cannot ship.
RA
Rachel
Overall decent items, but LOUSY customer service if you have a problem.
Overall, the items I received were of decent quality. However 2 of the items I ordered were defective. In one, there was corrosion on the magnetic seam guide, in the other, the seam guide for the walking foot would not stay in place. When I contacted the company first by email, I have received nothing but stalling tactics in response. I included descriptions, a photo and a short video, yet keep getting responses like "Please tell us what make and model your sewing machine is" (which is not at all relevant) or, after 3 previous emails describing the problem "May I know further information about the damaged item, please?" More than the descriptions, photo and video??
I tried the live chat on the website. They were responsive, explaining that they do not do exchanges. When I copied and pasted the exact info from their website stating that they DO do exchanges for defective products, the live chat agent ceased responding to me.
If you review their return policies carefully, you will see that if you did try to return something, it is entirely possible that you would pay to ship it back, and that they can then refuse to process a refund (according to their policies) at which point you are out both the item you bought (because now they have it) AND the shipping you just paid.
So the items are decent, but don't expect them to replace anything defective nor necessary allow a return. Some of the worst return policies I've seen (I'd rather a place just say they won't accept returns.)
Response from Madam SewSep 22, 2026
Hi, we are sorry for the late reply, and this review deserves a straight answer.
You sent a description, a photo and a video of two defective items. At that point there was nothing left to ask. Being asked for your machine make and model, then asked again for information you had already sent three times, is exactly the stalling you describe, and we are not going to pretend otherwise.
On the substance: a defective item is replaced at our cost. You should never pay return shipping for something that arrived corroded or broken, and our chat agent should never have told you we do not exchange defective products when our own policy says we do.
If you still have the seam guide and the walking foot guide, email [email protected] with "Trustpilot - defective items" and your order number, and we will send replacements, no return needed.
You also raised a fair point about the return policy wording. We have looked at it again since.
TO
tony
Ordered fabric marking pens
Ordered fabric marking pens. 2 of 5 pens don’t work. See other reviews Don’t order from this company. Waste of money
Response from Madam SewSep 10, 2024
Thank you for sharing your feedback with us. I'm truly sorry to hear that two of the fabric marking pens you received were not working as expected. This is definitely not the experience we want our customers to have.
We take product quality very seriously and are looking into this issue immediately. I'd love the opportunity to make things right. Please contact our customer support team at [email protected] so we can arrange a replacement or refund for the faulty pens.
Your satisfaction is incredibly important to us, and we hope to regain your trust. Thank you for bringing this to our attention, and we hope you’ll give us another chance in the future.
AS
Alix S.
Not Genuine
The company claims to be a US run and US made company but when my parcel arrived it came in aliexpress packaging and said it shipped from China. Deceptive.
Response from Madam SewSep 10, 2024
Thank you for your feedback, and I apologize for any confusion regarding your order. While Madam Sew is a US-based company, we do source some of our products globally to offer the best variety and value to our customers. I understand how receiving your order in different packaging may have caused frustration, and I’m sorry for the inconvenience this caused.
We’re committed to transparency and improving the overall customer experience. If you have any further concerns or questions, please feel free to reach out to us at [email protected].
Thank you for sharing your thoughts, and I hope we can regain your trust.
