I am so disappointed with Madewell. I've been an insanely loyal customer for over six years, buying only Madewell jeans since the first time I tried a pair on. I'm a huge fan of their quality and have turned my mom and best friend into addicts too. I just went into the Charlottesville location, wanting to return/exchange a pair that I purchased there on Saturday last week.
I bought a new pair because I've gone down two sizes and wanted to treat myself to some new ones. They didn't have the style that I wanted, so I went with the pair that the associate suggested. I wore them out of the store because she told me that I could donate the pair that I wore in that day.
I wore them home and when looking in the mirror some more, I just didn't feel good or confident in that style. I came back today and they told me that because I had worn them out of the store, that they weren't eligible for return or exchange. I'm extremely upset because I spent $115 on a pair of jeans that I wore for an hour and a half, that I don't feel good in. To pour gasoline on the fire even more, she had the gall to tell me that if I didn't like them that I could DONATE them back to the store! She said that there was nothing else that they could do. I informed her that I was a loyal customer and would never come in again because this just didn't seem acceptable.
Im not trying to sound like a "Karen" but I've worked in retail for over 15 years and I had expected a higher level of customer service with such a high-quality brand. Never have I attempted to return jeans there before, because I've always loved what I have gotten, but I can guarantee I will never go back again... read more