I normally don’t write bad reviews but WOW. Experienced such terrible service at this Madewell. The workers lacked awareness and were rude! I’ve worked retail plenty of times therefore I normally give people grace but the bad service was consistent with all of the workers working the closing shift that night. I came about 30 mins before closing.
They had a shirt in the window that I couldn’t find in store so I asked for help. The cashier said that was the last one. It’s common sense in visual merchandising to not put a “last item” in the window. When I asked her what size it was, she just said she didn’t know. I had to explicitly asked for them to please check. She was still hesitant and made it obvious I was inconveniencing her. Ultimately she told me to try another shirt before she checks the size of that one. I had to ask another gal and she acted similarly. There was so much back and forth for no reason and I was the only customer in store.
I almost didn’t want to buy anything because they really rubbed me the wrong way with their attitudes. No one even asked if I needed help when I was obviously confused and unable to locate something. Madewell in downtown Seattle has much better service! Everyone is usually welcoming and helpful at that location even if they’re closing in 10 minutes. Very disappointed at Madewell in U-Village.
As a customer who has been purchasing and wearing Madewell jeans for years, I am saddened and disappointed by my most recent experience. I usually would not leave a review, but I feel that it is important as it has impacted my view on Madewell and being a customer.
I visited the U-Village Madewell at the end of February 2024 to exchange a pair of jeans I received as a Christmas gift due to the pants being too tight on me.
I entered the store and asked an associate for help with my exchange as the pants were unused and still had all of the original tags attached. The associate was a younger white male who told me I was past the deadline for exchanges which is only a 30 day window.
I asked if there was any extensions due to the holidays and most stores will honor a longer exchange policy due to travel. We live an hour away from the closest Madewell store and after the holidays and traveling (which we did) January was a time to reset and get ready for the New Year.
With that being said, I pleaded and explained that I was not looking for a refund or store credit and that I simply wanted to exchange for a larger size so that I could fit into a pair of jeans from a store I am a constant customer with. He said "policy is policy" and refused to honor the exchange.
He then further went on to tell me that even if he had approved the exchange, the pants I brought in were no longer in store so I would not be able to exchange even if I was within the 30 days.
I left the store feeling like I wasted my time and effort. I drove an hour to make the exchange and was turned down due to there stringent exchange policy. I was less then 30 days over the exchange date and was turned away with a pair of jeans that I could not wear because they were too small.
All in all, I do not plan to purchase from Madewell in the future. I have always admired the jeans and quality but with such strict regulations on exchanges and this poor experience, I do not plan to purchase from this company in the future.
