I have been a very loyal customer of Madewell for years. I’ve never had too many issues BUT their website and app has always had the absolute worst configuration/design/interface. I’ve seen mom and pop shop apps that are more user-friendly than this with far fewer glitches. Today I placed an order, and when I went to my email, the wrong item was ordered! I know I didn’t do this because I triple check before spending money online, especially when I’m using a discount (which I was today). Thankfully, I noticed before it shipped, so I reached out to customer service. To my surprise, they were not helpful whatsoever and said they’d have to create a ticket to cancel, and that it wasn’t guaranteed. This is a sale item, so I wouldn’t be able to return it if they ship it. The customer service agent then closed out the chat mid-conversation. For a company that prioritizes quality, you’d think they would adjust their standards for customer service. What a disappointment.
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