Carrie G.

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.