I ordered from australia. I had to return part of my order due to an incorrect item sent, and size issues. The want to charge me $50 and $70 AUD for returning even though there website clearly states returns cost 11.53 AUD. I'm also a madewell insider, however they still want to charge me.

Their excuse? This is what the courier charges them. And the amount shown is listed under US returns. Regardless of whether this information is under the US or international header. If you claim this is just for US customers, then why is the amount in AUD? This is intentionally misleading!

I ordered a two accessories with customization. I ordered it quite a while ago, about a week and a half now, and I haven't received any other details other than "in progress" on my account. I thought it will take maximum of two weeks, but when I called the customer service, they don't have any idea when this will be completed. Madewell is a huge company, and my mom and I shop at the store about twice a week. My mom and I have been an Insider for about 3 years now, and my expectation for Madewell has decreased a lot. We spend at least a couple of hundred dollars every month and I don't think I want to shop at Madewell again. The customer service representative I spoke to was telling me that they can't do anything and if I want to change the shipping address, I have to do that through UPS. He was emphasizing that they don't take any part in that and I should do that on my own.; he was not respectful. The service and shipping details is very inconvenient. I realized that Madewell is great and they make it great on the outside, but inside they actually lack in important necessities that clothing brand should do.

(I discovered, in corresponding with customer service, that these jeans shipped much later than I thought. I order a lot of jeans from Madewell, hence my confusion. So this order was backordered for six months! Awful!)

I recently contacted customer service about a defective pair of jeans that I received in the spring. Because the jeans had been on a long backorder (really common with Madewell), they arrived at the beginning of the hot season, and I had not worn them all summer. I first wore my new jeans in the cool fall weather. It was only then that I noticed that they were deformed in the way they were sewn, which was something that was not evident on initial try on. So I contacted Madewell with a complaint. I stated in the email that I knew the item fell outside of return guidelines, but they need to know about this quality control problem. They emailed me back saying that yes, the return requirements dictate that the item be unworn and no more than 30 days in hand, but that they might have "other options" to explore. They asked for more information. I provided it, and then got a reply saying that the jeans fell outside of their return window, so there was nothing they "could" (would) do. This was something that I had acknowledged up front. So why bother saying there might be some remedy? Awful customer service. I'm over Madewell.

I purchased a pair of jeans and was informed they would not ship out until 2 months after my purchase date. On my 2 month delayed shipment date I reached out to confirm they had been successfully shipped and the answer was no. Now they are moving the date back another month and half before shipment. It's one thing to agree for a rediculious wait but adding another month and a half to an already 2 month wait is outrageous. If you dont have the product in store to ship for over 3 months... dont advertise it as available. If you want a 3.5 month wait on your product order now.

I love Madewell's products and they have awesome sales. They are, however, dishonest with their mail returns. If you return your purchase and it's received within 30 days of the purchase date, you're told you'll receive a FULL refund. When you submit for a free return shipping label, you're even told within the email what date Madewell must receive your return by in order to get a full refund.
I mailed my return and tracked it online. I saw it was received 5 days before the return cut-off. I kept waiting for an email notifying me that they'd received it and were refunding my credit card. TEN days after the online tracker showed they'd received my return, I got an email saying they'd *just* received it and were issuing me store credit with shipping taken out because my return was past the 30 day cut-off.
I called customer service and said I should receive a full return to my credit card. They agreed that Madewell had made a mistake and said I'd receive a full refund to my credit card. The next day I got an email showing I was refunded for the shoes but shipping was taken out. I had to call Madewell a second time and point out this error. The customer service rep agreed that it was an error and separately refunded the return label charge. Point is: if Madewell rips you off, they'll take care of it IF and only if you call their attention to it. But you have to stay on top of it. It's frustrating and dishonest.

Horrible company! They took my money in paypal twice without confirming my order. They kept me on the phone for over an hour with ZERO solutions. I was told there was nothing they could do I even had the paypal transaction number and they didn't care to even take it from me. I tried contacting them through email and their solution was to call customer service AGAIN! HORRIBLE! HORRIBLE! Company doesn't care about customers at all.

My daughter purchased me a sweater that had a little more wool in it than my skin liked. I live nowhere near a Madewll so I was given a customer number and emailed a return label. I sent it out immediately on January 9th. It's over a month later and they still have not emailed me the refund. Ever time I contact them I get someone new who asks for the same info that is easily found in the feed of responses. I'm so angry that I have to waste my time with this! Do your damn job and take care of your customers! Horribly run returns. Ridiculous that it is taking this long!

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!

I have been ordering from Madewell for about two years now and I am very happy with their customer service. I did have a few concerns about a few of my Christmas orders and I did have to wait on hold for a long while but it was worth it. Once I was connected the customer service representatives were extremely helpful and very respectful. I had to be on the phone talking to them for at least twenty minutes and not once did they rush me off the phone. They even went so far as to connect me to their supervisor to inquire about an order I was concerned about. Plus my phone died and they called me back Not something I have encountered for many years from other high end stores. I usually don't write a review but it was a pleasure dealing with your customer service people and supervisors. Other high end stores should follow your lead, even with the long wait. Thank you to your customer service people job well done.

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.

First, being on hold for over half an hour is ridiculous. Second, one of the items I ordered showed in stock when I placed my order. However, when I check order status one of the items says "wait listed". Not an email from them to that effect. Third, my items have still not shipped over a week later. Lastly, constant barrage of sales spam emails. If my daughter wasn't so in love with these products, I would NEVER do business with them with my hard earned money!