Madewell

Mar 30th, 2024

Jan 16th, 2024

Nov 12th, 2023

Very friendly and helpful staff Melissa was great!
Sep 29th, 2023

Writing about a poor experience at this location. I purchased the silver The Darcy Ankle Boot in November, and I specifically bought from Madewell because I wanted a leather pair vs many of plastic ones Ive seen. I got lucky because I was able to get them for $100 during Black Friday, and I also bought the silver tote to match. I went to an event and wore the boots for ~2 hours When I got home, I noticed the boots were super wrinkled and PEELING. I traveled for the month of December and didnt get a chance to return them until today Jan 15th. I started the return online and marked "poor quality" as the reason. Experience @ Century City Location: 1. The woman helping me couldnt find the order at first because I paid with PayPal?! Even though I have an online account. She literally asked if I purchased them online despite bringing the box with the shipping label on the outside. 2. She said I couldnt return them because they were worn after I explained that this was the exact reason I was returning them. I wore them once, and they started peeling / were poor quality. 3. She then said she could only give me store credit. I went back and forth with her and then said fine. 4. Then, she realized she couldnt do a store credit because I purchased with PayPal and wanted me to pick out a RANDOM ITEM IN THE STORE as an exchange. 5. At this point Im LIVID. Im returning an item due to poor quality, Im told I cant get a refund or a store credit, and the recommendation is for me to quickly find some random item in the store that may also be of poor quality?! Finally she just refunds the full amount and says this is a one time thing, you cant do this here or at any other store. I say Dont worry becasue I will never shop here again given this poor customer experience. There were a few other comments she made that signaled she thinks I randomly return used items. I was shocked I was treated that way and will never purchase from Madewell again.
Feb 8th, 2024