Madewell Customer Service Issues

I recently visited your Madewell store in Paramus, NJ to purchase the Canvas Medium Transport Tote in acorn as a gift for my baby sister. I wanted to have the bag embroidered with her initials to give it that special touch, but was told by the store associate that it couldn't be done at the store. They suggested I go to the city for embroidery. I wasn't given a reason for this and now I have to make a 2-hour trip to the city and pay for shipping to send it to California. As an insider member, I was hoping for the promised free embroidery and shipping. I enjoy shopping at Madewell but this extra expense and inconvenience has been disappointing. Any assistance or compensation you could provide would be greatly appreciated. Thank you.

I've been trying to reach out for assistance for two days now, enduring wait times of over 45 minutes each time. My order shows it arrived at the post office from UPS, but the post office claims they never received it. I wish to cancel this item as it has been stuck since the 11th of December at the Maple Grove, MN USPS facility. Despite visiting the facility with all the relevant information, the issue persists. It seems there may be delays or miscommunications with UPS and USPS. My contact number is [redacted], and I go by Sheri. The tracking number for the package is [redacted][redacted][redacted]. I wonder why I am unable to initiate a live chat on the Madewell.com website. I am frustrated by this situation as a customer. Thank you for any help provided.

Hello, I placed an order for a satin v-neck jumpsuit over the Black Friday weekend on 11/28 to take advantage of the 40% discount. I was notified that my order was successful. However, upon checking today (12/9) due to not receiving my package, I discovered that my order was unexpectedly cancelled. I am unsure as to why this occurred. I am eager to purchase the dress and would appreciate the opportunity to secure it at the initial discounted price. As it seems the item is still available in my shopping bag, I hope to resolve this matter promptly.

I purchased three items from Madewell for the upcoming Christmas gifts. I selected the gift box service for all three pieces of jewelry during checkout. However, upon receiving my order today, I noticed that none of the items came with the gift boxes as requested. I would appreciate it if you could send me three gift boxes for the jewelry items I purchased. My order number is No. [redacted]. Thank you for your assistance.

I purchased a pair of jeans from Madewell less than a year ago for $[redacted]. Unlike my previous Madewell jeans that lasted over two years, this pair is already ripping. I rarely wear these jeans and follow the care instructions of air drying and washing after 10-15 uses. This premature wear is disappointing, especially considering the price. Even my Zara jeans have held up better. I believe that for the cost, the quality should be better. Despite discussing this with multiple Madewell representatives, I was informed that since it's been over 60 days, nothing can be done. I feel that for customer loyalty, reliable products are crucial. If the quality doesn't meet expectations, there should be compensation. I paid for durability and longevity, which these jeans are lacking. I am requesting a replacement for these SH 10” high rise skinny jeans.

I visited the Madwell store in Detroit, Michigan today to make a return. I got there around 2 pm and noticed a sign that said they would be back in a few minutes. After waiting for about fifteen minutes, two female employees arrived. One of them unlocked the door and brusquely informed me that they were short-staffed and wouldn't reopen until 3 pm, despite the sign indicating they should be open until 6 pm. I explained that I had driven 45 minutes specifically to return an item. Despite letting me in, her rudeness persisted throughout the interaction. It was surprising given that I was the only customer in the store with two staff members. I used to be a frequent shopper at Madwell, but I am now hesitant to return after this negative experience.