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

I'm fed up with Madewell. Their prices are high for what you get. Their processes are broken. For example, they say if your a Madewell insider you get free shipping and returns. But, more often than not, they charge me $7.50 for using the return level. When I ask them about this, they say that it's because I am past the 30 day return window... So, about this 30 day return window; it is not defined anywhere on their website. But when you talk to customer service their definition of 30 days is from the date Madewell ships it to the day they process your return.

Madewell shipped a shirt to me on September 3. It arrived at my house September 14th. I mailed it back September 17th. Madewell processed the return on October 10th (today). So, according to Madewell, I did not meet the 30 day return window so they gave me a gift card. The amount of time it takes for shipping to occur and Madewell to process the return is completely out of my control. I don't know why Madewell (1) has a ridiculously tight 30 day return window (2) processes are setup to be NOT in the customers favor (3) why they define 30 day return the way they do and why they don't communicate clearly with customers.

It's kind of killed Madewell for me... if there's a Madewell purchase to be made, I recommend Nordstrom to buy Madewell instead of Madewell directly. Nordstrom has a much better return policy and knows how to treat their customers, unlike Madewell.

If i could give a 0 rating, i would... i ordered from their site and delivered the wrong color twice. I called their customer service and told me that she will make it sure that i will get the correct one on the third shipment. On the third delivery, i was so excited, i thought third time would be a charm but it was more of a disappointment coz the item was damaged and the damaged on the item was very obvious and yet they still ship it. Such a shame that the company wouldnt make up for the two wrong deliveries then ship a damaged item the third time... order somewhere else. Save yourself the trouble of going back and forth ups to ship the item back... i do a lot of online shopping but this is the worst experience of all... top of my "never again" list...

As someone who is absolutely obsessed with all things Madewell, I don't understand what's with all of the negativity surrounding their customer service. As a disclaimer, I'm not related to the franchise in any way, shape or form nor am I associated with J. Crew and any sister brands.
I can't speak much about the in-store customer service (as issues that arise may be a regional problem) except that I have never had a bad experience in-store. As far as my online experience goes, making purchases online is super easy. Their formatting is coherent, and for the most part their online images are an accurate representation of the quality/style of the clothing in person. Madewell is true to their name as their fabrics are sturdy, opaque, and stand the test of time well. The only exception to this I'd say are some of their basic tees, which may shrink with wash. As far as their jeans and shirts are concerned though, they're all amazing styles with great quality material.
Now onto online customer service. I have called Madewell customer service for general problems probably 4 times in the past three months, and they have all been exceptionally helpful and friendly with all of my concerns. I'm going to share my most recent one that particularly stood out as a testament to their dedication to customer service. I recently graduated college and have already left the state to visit my relatives for the summer. I recently made a purchase for two tops online (no brick and mortar store near me...), but I accidentally sent them to my university PO, which I no longer occupy and have no way of retrieving items from. Even though I was definitely at fault for not being more careful about my shipping information, the customer service rep. Was more than happy to check for rerouting. When she found out it was no longer an option, she stayed with me while I contacted my university to see if it could possibly be forwarded from there. When I found out it couldn't, the rep. Kindly offered me a full refund and stayed with me, helping me find alternatives to the items of clothing in that order (as the originals were sold out in my side). She was so kind and not at all annoyed with me, despite the situation being my fault. At the end of the day, Madewell really stands by their customers and our loyalty is sincerely acknowledged and reciprocated from their side.

The long and short of our feedback is Madewell word is no good as it relates toand commitment & customer service! Ordered a purse with monogramming. It was a Christmas Present for our Granddaughter. Ordered it one month before Christmas with a commitment that it would ship in Two Weeks. It shipped in 19 days after us calling them everyday for a week. The CSR; s committed they would call us with a definitive ship date every time we phoned. IT NEVER HAPPENED!

Because they were late getting it shipped, they committed they would UPGRADE the shipping. When it was finally shipped, it went out by the SLOWEST shipping process -- Surepost. Well the good thing is the purse made it B4 Christmas.

THERE WORD IS NO GOOD.

I have no complaints about Madewell. They always ship strictly with UPS which means there's no SmartPost (going through USPS and taking extra days to deliver). Their customer service is friendly, helpful, good return policy, and their products are overall good quality.

My BIGGEST complaint (which is why I dropped one star) is the fact that this website still lists "out of stock" items even when it has been months since the item was out of stock. It's really frustrating to look at, as I wanted some of the out of stock items. Madewell leaves them up for absolutely no reason except to torment people.

Other than that, I seriously have nothing bad to say about Madewell. They often make mistakes in their orders, but they are generous enough to refund you and even suggest that you can keep the previous item or return if you choose to.

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.