If you are making an online order be prepared for very poor shipping standards. They use a very inefficient shipping service that goes through the USPS. Why not give people directly the USPS tracking no. So they can follow up where the package is. It wasn't until I called the customer service that I realised that the tracking no. Was for USPS and by then the package was already reshipped back to them. And now they want me to pay more to ship a new peice. I think I can do without their jeans.

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.

If I could give Madewell minus stars, I would. This company is scamming customers. Sale items are non-refundable. And sizes of jeans are incorrect, leaving the buyer to rely on reviews to guess which size will fit. I ordered 2 pairs of jeans at $40+ each as gifts and now I am informed they are non-refundable. Bad business practices. Do not buy anything from Madewell.

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.

I purchased over $600 of clothing last week and it arrived on Monday. I really liked the items I received so I put another pair of jeans and a pair of leather boots in my cart. Then I saw an ad for "insider rewards." I'm like ‍Idk about that! So I sign in and it recognized a purchase from 8 months ago for a single item, but not my 10 item purchase from last week. So I use the live chat feature and they tell me that they won't give me any credit for the items I purchased despite the fact that I received them less than 3 days ago. I asked to speak to someone else about it but she said they would tell me the same thing. So I didn't even get to try to resolve my issue with someone else. I said I was planning to make a $350 purchase today but this made me question the purchase and she didn't seem to care. Why purchase from a store that will give you zero credit for purchases you made days earlier? Not me. I'll just order from a more reputable store.

I ordered something a month ago and Madewell put the wrong shipping address on it (which I can't believe that FedEx accepted). I was supposed to get my package about a month ago but because of the wrong shipping address it is now lost in the mail and will probably stay that way. I contacted customer service and they said they couldn't help. THEY PUT THE WRONG ADDRESS ON THE SHIPMENT NOT ME. So now I am out $120 and will probably not get back. They also had USPS be the return to sender, when originally FedEx shipped the package. But why? I will never shop at Madewell again.

I purchased several items from Madewell. One was a long sleeve the dye shirt. I had this top for about two months and I noticed several small holes in the stomach area. I also ordered several t-shirts some are muscle shirts. I had the same exact thing to happen after several months small holes started to appear near the abdomen area. The t-shirts also faded easily. I always wash my clothes according to the tag and hang them to dry.

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.

I ended up on the wrong email list (US instead of the EU), hence I got bombarded by emails not related to me and with offers not applicable in my country. Contacted them and got the answer that I was on the wrong list. They asked for my country of residence (which they should know given that I ordered from them) but I answered. The nothing for weeks. Kept getting the same emails. I contacted them again, no reply. Then I unsubscribed for a bit more then a year.
I then decided to give them another chance because I do like their cloths. Yet again I got the wrong emails and yet again they didn't reply, so once more I unsubscribed.

What bugs me the most is not that I get the wrong emails, it's that the are arrogant enough to not reply. Also stupid because I did actually rave about them to friends and family and now I do the opposite. Can't trust a company who can't even solve the simplest thing or answer a polite email from a customer.

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?

Absolutely amazing customer service! Unmatched by any clothing stores I shop at. My jeans had torn and I went in assuming I would just get a discount on a new pair or something. But, they gave me a brand new replacement pair for free! Made my week and definitely convinced me to keep shopping there for good!