MadewellReviews of madewell.com

Ordered loafers online. They looked and fit as expected but the shoes had been worn with stress marks on top and back sides. When I called customer service I was told that customers have up to 30 days to return them and that it is common practice to resell them as new, even when they've been worn. Leaving this review because I think customers should at least know they may be buying used items as new.

Returns are not straightforward. They have this whole process that is done through email. A lot of back and forth and it’s starting to feel like they expect the customer to get frustrated and in the end, forget about returning the item. Will never buy again.

I ordered and for some reason they shipped to a store two hours away for pickup. When I tried to have them correct this, they said the store can’t ship to me. And I needed to call the store to cancel. No you need to do your job. They also said I should just order another item. Because everyone has unlimited funds to keep ordering items. They suck will never order again.

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!!!