Madewell

I had a really disappointing experience at this Madewell location regarding a sale item that was clearly mis-sized. I went in hoping for store credit, fully prepared to make another purchase in-store (including a $148 pair of jeans I was ready to buy that same day). Despite explaining the situation and being willing to exchange or receive credit, I was told there was nothing they could do. What made this more frustrating is that Madewell’s online customer service did process a refund for me (minus return shipping), confirming that some flexibility exists... just not at this location. Unfortunately, the lack of empathy or effort to retain a customer resulted in a lost sale. I would have gladly spent more money that day if store credit had been offered. Hoping this feedback helps improve in-store customer service and consistency with brand values.

Had an amazing experience at this location. Thank you, Vita for being awesome & helping me find my new favorite jeans. Best retail experience I’ve had in a long time.

Initial experience with sales associate was not great as my transaction was lost and no one could figure out what happened. Lizzie the manager was awesome! She was about to figure what happened and resolved the issue. She was more helpful than Madewell/j crew customer service. If you need help ask for Lizzie. I feel like she really listened and wanted to help me. This was over a course of a couple weeks so props to her!

I had a horrible experience with Mailinh (Short Asian person) one of the managers! She was rude and disrespectful, she was hanging out by the denim bar and I was standing there looking at all the jeans and she didn’t care to come over and help me out and ask any questions, she just stood there and watched me. I then proceeded to grab a pair of jeans in my size and she came over and said let me help you with that before you ruin the pile!!!! Ridiculous, I said to her well if you would have came to help me since the last 4 mins I’ve been here then I would t have "ruined" your pile. Idk how they have her as a manager. How do I know she is? Well she said she was the manager when I asked to speak to one. The way she carries herself is like she’s been working there for a long time and whoever oversees her doesn’t care because she clearly is disrespectful and doesn’t seem to care about "consequences" if any! She spoke to me in that way while customers were around, they even turned and looked at the situation!

Terrible customer service wasn’t greeted at all walked by 4 associates and not even a smile. I also waited like 5 min to be acknowledged at the register to be checked out. Terrible and also the manger seemed to be outside giving a couching on sales like how about coach the team on customer service because customer service will always help with sales duh!

The staff at this store are always super super sweet although I rarely see the same folks twice. I went in today to pick up a pair of shoes I’ve had my eye on and the cashier complimented my jacket (a leather one I’d bought from that store about 4 months ago). I expressed that although I loved the look and feel of the jacket, I was disappointed in the quality, as the lining had ripped badly after only a month of use. She immediately called her manager over and they replaced the jacket, even though it was well past its return date! So nice to see a company and workers care about and stand by the quality of its products. Thank you Madewell!

GREAT employee! Cool clothes (if you're 15 to 35 yo!) Not for me. But that's cool. Great textiles! Amazing quality! I'm just a big guy and they don't have 3XL or very much in 2XL. So I left disappointed! Because their stuff is REALLY cool. But again... the 1 employee they had working there was very nice and helpful.