Madewell

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!

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!

These are simply the BEST fitting jeans I have ever worn! The zip front (with no over-fly) is SO FLATTERING and now I realize that often it's that extra flap over the fly that makes my tummy pooch.
This is so streamlined and cute! I am 63,5'4 and 135 pounds. I am wearing a size 27. MAKE MORE COLORS AND I WILL BUY!

Maranda did a great job helping me find the jeans that fit and looked great! All of the staff made sure the changing rooms were clean after a person used the room! Excellent service!

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!

I LOVE MADEWELL! There Line is awesome, pricey but you can tell the clothes will last, I also have a hand bag I love and always am welcomed every time I go into a store, If I buy or return; 0) <3

I just wanted to say I was at Madewell in at the Prudential Center in Boston with my daughter and the staff could not have been more friendly and helpful. Amanda and the
Staff were great. Always look forward to going there.

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.

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.

Always excellent customer service online and instore. I've been shopping with Madewell for six years never had a bad experience.

Beautiful fabric, skillfully sewn with care.
The beading is just marvelous, the sleeves are divine!