Alex E.
I want to warn everyone who is planning…
I want to warn everyone who is planning to place an order with Madeira USA. I ordered embroidery machine threads for $485 (not including shipping). I paid for the order on Friday through their website. During checkout, there was absolutely NO information stating that the company could place an additional charge or hold on my card as some kind of “security deposit” or “guarantee.” However, after paying for my order, another approximately $500 was additionally held from my card. I immediately called customer service to ask why my card had been charged a second time. They told me that this was a temporary hold used as a guarantee for the order and that the money would only be returned after the order was shipped. The refund timeframe is supposedly 2–5 business days. The main issue is that this information was NEVER clearly disclosed during checkout. There was no visible warning or explanation anywhere on the website. Because of this, I am now in a very difficult situation: in two days I have to pay my rent, but the company effectively froze another $500 of my money without warning. Now I am forced to urgently find additional funds just to pay for my housing. I believe this kind of treatment toward customers is unacceptable. Holding a large amount of money without clearly informing customers in advance is extremely unprofessional and can create serious financial problems for people. Please be careful and pay close attention if you decide to order from Madeira USA. Check your bank account carefully and be aware that the company may place additional holds on your funds without clear notice or transparent disclosure. Very disappointing experience with this company and their customer service.