Is madewell.com Legit?

I purchased jeans from their store - they had 3/4 in stock, so they mailed me the last set. Unfortunately, UPS did not follow my delivery instructions and my package was stolen. UPS refused to work with me; however, Madewell offered to ship me a new pair of jeans. I feel they went above and beyond to compensate for a their shipping partner. I like to give a shout our to reps who help me on the phone, as I know they hear a lot of upset people all day. Thanks Rosemae!

Ridiculous cancellations policy and purposefully incompetent customer service in a bid to keep your money.

Product inferior and not made well. Belt separated after 60 days of use and no remedy from Madewell. Expected me to return it to a store location 5 hours away. Then when I requested to return via mail, I was told credit would be given if it was within 30 days of purchase. Such a sorry guarantee for such a high end store.

Place an order at the Madwell store, they shipped to a wrong address. Will not refund money or cancel the order due to their mistake, unacceptable customer service, shady company.

Madewell inflexibility enforces a strict return policy that is out of step with similar businesses, even during the pandemic. They won't except returns even for store credit after 30 days. I have run into problems with this since I am sometimes away from my residence where I receive mail for a few weeks at a time. I have stopped shopping with Madewell at this point for this reason.

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.

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.

As usual, my experience with Madewell was nearly flawless! The clothing came quickly and fit perfectly. The only thing that was lacking was an invoice in the package. Overall, I love Madewell and they’re a pleasure to do business with. The return process is always easy and unlike Everlane the shipping is fast and the clothing is still well made. :)

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 wanted to thank Madewell 3rd St Promenade store for monogramming my bag and sending it to me right on time. Special thanks to Brenna for assisting me with this request! Great customer service, another reason to love Madewell!

Absolutely agree about the return policy and only giving stores cards. I'm having a problem also, since their return service took so long to get the return to them - something that's out of the customer's hands. This was followed by a confusing emails and phone calls that seem to settle things that are then overturned.. Also their orders also can take 2 weeks to arrive. In 60 years of shopping, I've never had an experience like the one with them - not with one other major store.

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.

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.

Bought a bunch of tees. Haven’t worn over 6 times. Long sleeve tee developed a hole near the pocket. Zero customer service, 30 day warranty and that’s it. No help at all. Chat disconnected. I cannot seem to include a screen shot of CS conversation or short. Save your 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 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.

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.

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 am currently disputing a charge. Madewell is stating they didn't receive my return within the 30-day period and that is incorrect as I returned it via USPS (ugh) one week after receiving. They want to issue an e-gift card and I have never had a business not issue a credit for a return. Wow. Won't order 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!

“Dishonest company”

Bought a pair of shoes and not less than 12 hours find it on sale on their website! RIPOFF! Different prices for different customers! Tip for consumers:The prices should be the same in store as on line! its the same company! Products used:shoes Service Value Shipping Returns Quality

“Great clothes. CANNOT GET OFF THEIR MAILING LIST.”

I tried reducing the number of emails. Then I tried unsubscribing entirely -- several times. Then I tried emailing customer service -- several times. I am STILL getting daily emails. Spam is illegal, Madewell.

“Scam! They cancel your online orders online for no reason (sale items on stock) and keep your money”

They cancel your order after taking the money (expensive items on sale to make it interesting). Then no way to access your account, or the customer service. You can ask password reset but enter a loop. The emails to customer service cannot be delivered. This is a SCAM site: https://www.madewell.com/ Products used:nothing arrived, they cancelled without reason and they took the money Service

“DO NOT BUY FROM HERE (WOULD GIVE NEGATIVE STARS IF THAT WAS POSSIBLE)”

They just processed my refund and are refunding me not even half of the original price paid (including the shipping). I ordered shorts in size 26 and could literally fold them around me in HALF! And Madewell has the gall to charge me £30 for returning the item to their facilities in Southampton from London (after having paid £15 for "international" shipping...). SERIOUSLY? Will be taking this up with my bank, because this screams illegal to me. They are outright stealing from customers! I highly advise anyone considering ordering from them against doing so. The authorities should take a thorough look at these companies' (J. Crew and Madewell) business practices. Wish I could report them to the SEC or something. Tip for consumers:Do not use this site, do not buy from them. Avoid completely. Products used:None, because the shorts were so big, I fit into one leg (size "26") Service Value Shipping Returns Quality

“Ok clothes - negligent customer service”

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.

“The worst - Quince, Amazon and Nordstrom are far better”

Madewell is just not trustworthy or easy. They don't deliver. Trying to get credit for products they didn't ddeliveris a nightmare. 3 times they have sent the wrong product or size. Amazon, Quince, Nordstroms are all simple, straightforward and deliver products as promised.

“Swimsuit over a month late”

I ordered a bikini from Madewell and was sent half of it in a timely fashion. It has been a month and I am still waiting on the swimsuit top. Despite multiple attempts to contact Madewell, they have no interest in ensuring that I will be a returning customer and continue repeating that the timeframe listed on the website when you buy something is not guaranteed. Service Value Shipping Quality

“They stood by their product”

I ordered men's jeans in the fall of 2020. They were worn a handful of times before they suddenly split about 6" on the back pocket area. When I contacted Madewell, they told me I was outside the return window of 30 days so I was out of luck. They questioned if my boyfriend was doing construction work in the jeans (he works as a media director at a church - mostly a computer job & also didn't wear jeans too much during his work from home time during the pandemic). After sending a couple of emails with my dissatisfaction with their product & wondering why a company with the name "made well" had a faulty product, they had me send the jeans back. Despite being out of their strict 30 day return window, they sent me a store credit in the amount I paid for the jeans. I'm glad they stood by their product! I will continue shopping with them! Tip for consumers:If you are having issues with quality outside the 30 day return window, keep being a squeaky wheel Products used:Jeans Service Value Shipping Returns Quality

“Absolutely Love This Brand!”

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!

“Poor Customer Service”

I'm an easy going person, and asked a very valid question with their chat team. I was brushed off and then was the equivalent of hung up on. I accidentally checked out as a guest, as opposed to my insider account. Which means I lost all the insider points made on that purchase. The chat assistant basically said too bad, there's nothing we can do, nothing to help you feel taken care of, and left the conversation. I was still talking. I'm sure this happens to people a lot. I'm sure the company could choose to fix this kink in their network. They choose not too. They choose to be greedy, uncaring, jerks. It's disappointing. I can live without their clothes. There are so many indie shops doing what they do, only better, anyway. Tip for consumers:Just know that if you're unhappy, you'll stay unhappy. They have zero accountability. Products used:Well, I wanted to keep all but one item, but since it's clear how they treat their customers... I'm just going to return it all. Service Value Shipping Returns Quality

“Disappointing exchange policy beware”

I wanted to return a new item with tags (didn't fit) that was received as a gift over the holidays. The item was purchased in advance of the holidays. People usually do their shopping "before" Christmas. I was told that they would take an exchange (even though I was planning to exchange it for an even more expensive item). So I'm stuck with a sweater that doesn't fit. Although I appreciated their quality in the past, I will never buy from them. They don't honor the fact that people have busy lives.. Service Returns

“Can I give negative stars?”

Listen, I love Madewell and their clothing and the girls in the shops are always so nice... The online customer service however? Is the literal worst. I've worked online retail, I get it, but they literally will never even break a sweat to at least look like they want to help. I've had to contact them 4 times... every. Single. Time. "Sorry can't help!" Then why are you hired? Their policies are terrible and they just don't care. It shows. Come on Madewell, be better. Do better.

“Terrible customer service”

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.

“Worst customer service I have ever had from a retailer!”

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!

“Do Not Shop Here”

Just to reiterate the other reviews here, they have horrible shop policies. You have 30 days for returns, even if you ship it 10 days before the due date, they don't receive it. Then you get a gift card, JCrew does the same, over them. Also, I've gotten three pairs of pants and the fits are awful. Service Value Shipping Returns Quality

“Costumer service doesn't match the product”

I'm a big believer in you get what you pay for, well not with Madewell. Their products are not cheap in the slightest and their shipping was terrible. I usually buy Madewell from Nordstrom; this was my first time buying directly from them. I did not understand they had different ways to get your item shipped so I was confused as to why my product was taking so long to ship. When I contact them, they were completely unhelpful and just copied and pasted a response. When I order from Chanel, I have a tracking number by the end of the day. If you are ordering $150 jeans, you should be able to count on great service. I will never order from Madewell again. It's back to Nordstrom for me! Tip for consumers:Buy your products from Nordstrom. Products used:I purchased jeans. Service Value Shipping

“0 starts Madewell does not know how to count”

I ordered two items a week and a half before i received an email saying those items have been sold out. First they could just be not very smart and do not know to to count for inventory, or they sold my items to someone else who ordered them after me. This has never happened to me maybe because i usually buy clothing from brands that know how to count. Anyways save your time if you order items from Madewell you might never receive them. Service Value Shipping Returns Quality

“WHY ARE THEY SO BIG?”

I really don't understand why they try to make us feel better by making the jeans like 2 sizes bigger than the marked size? I don't want to have to use the size guide and then get a completely different size. Just make the jeans the normal actual size as marked! Like cool I'm super glad that they have extended sizing and all but when I order an xs short I don't expect them to be like size 30... And the size 25 jeans were 28 inches around. How is that a 25? WHAT IS GOING ON?

“Prices are a little high, but the products are great”

Prices are a little high, but the products are great. My girlfriend loves her $50 sunglasses, even if I think they are a little pricey! Still, great quality and it's what you expect in terms of pricing from a upscale company. Keep it up.

“Denim ripped perfectly along a seam without any sign of wear & tear”

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. 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. Products used:The Perfect Vintage Straight Crop Jean Service Value Shipping Returns Quality

“Poor experience with consistent out of stock items”

First time I ordered a pair of shoes, they arrived and they didn't fit. Madewell said I needed to place a new order to get a new size, they were out of stock and couldn't help. Okay, crummy luck… but oh well. A month later I ordered 3 pairs of pants, when they arrived I received 2 pairs of jeans that I did not order. When I contacted customer service they said I had to place a new order. But guess what, the items I originally ordered are now out of stock for the next 4-5 months! Madewell did nothing to compensate for the inconvenience and instead gave me label and told me to return the items they wrongly sent. I get mistakes happen, but honestly not worth the hassle shopping here.

“Prejudice and poor customer service”

I thought all money spends the same green, could not get any help from any of your sales people, but helped all the Caucasian women that entered the store, very bad for business Email# *******@gmail.com

“Madewell clothes and shoes are just as the name suggests”

Madewell clothes and shoes are just as the name suggests - made well. The clothes are a sort of cross between JCrew and Anthropologie, with more like Club Monaco or even TopShop sorts of prices. The store itself is way too overwhelming for me to go into -- it's a bit like Urban Outfitters meets Abercrombie (yeah, it can be bad, especially the Soho store). Since I more or less know my sizes here, shopping online is a whole lot more pleasant. Everything's super easy and reliable. There's a flat $5 rate for shipping, no matter how much you get, so that's a perk.

“On-Line Payment Method Didn't Credit my Insider Points!”

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 *******@gmail

“Nice”

My overall experience was great! The website was easy to navigate, the selection process simple and payment just as easy.