Janet L.

My first two orders with this place were positive, but then I wanted to return a $150 Cuyana jacket. I returned it within the timeframe, but on my account, it says the order is not returnable. WHAT?! I started a return well before the 14 day limit, and sent it back well before 21 days, and it's not eligible for a return?! Yes, I got 20% off this jacket, but it is eligible for return because it wasn't 40% off. Why did you even issue a RMA and shipping label when the item turns out not to be returnable?

On top of that, their shipping and returns policy is a ripoff: almost $12 for shipped and $12 for returns.

I'm embarrassed to admit how much I've spent at Madewell over the years, and to have Icon status with them. Early this morning, I placed an Applepay order with them but mistakenly used the wrong credit card. Customer service wasn't going to be open for another few hours.

But when I called, I found out it was already too late since I was using overnight shipping as an Icon (I know, waaahhh). I kindly explained my situation to the associate, but she was adamant that it couldn't be cancelled. She also mentioned that I could not return one of the items since it was final sale, even though I had made an honest mistake. She was rude and sounded like she didn't want to help me, so I asked for a supervisor.

I must've been on hold for over 15 minutes for a supervisor. I spoke with Rachel, who confirmed that they couldn't cancel the order even though it had only been two hours. She offered to place a Return to Sender request on the package. I'm not sure if Rachel's request worked, because the package just got shipped via UPS.

This experience left a bad taste in my mouth and I don't want to shop with Madewell anymore. In fact, I'm just going to return the rest of my recent orders because I am done with them. For a company with such great clothes and accessories, they have some awful policies that can really screw customers over.