MADELEINE Reviews 12,128

This company became horrible. Please always keep the proof of a return to them for ever, as they trick you. They say that you did not return all items and when you call the customer service, they are saying, don't worry we will manage and we will close the case.... but... - not at all. You will receive much later a payment request of an Inkasso company called Lowell Inkasso Service GmbH and the costs are more than the double of the item, which they say never returned. They have a very short timeline to pay. If you call the customer service of Madeleine again, they say, yes we will manage but they don't do anything. They never call you back etc. If you call the German customer service, you end up at a voice mailbox. This seems to be their way to make money. So you end up paying this reminder, I would call it fraud, to avoid any further problems. With the proof of the paid reminder, you can go to a lawer then, if they are coming back with another reminder. I will update all my friends not to order at this company.

Really poor service in last 2 occasions dealing with this company.
I ordered 2 t shirts in August, 1 got sent out straight away which I never received due to delivery error by the courier and they returned the goods straight back to Madeleine.
2nd T shirt was sent out at the end of September and I returned on October 16th as the colour wasn’t what I was expecting. Despite 3 emails and a phone call chasing my refund, I have yet to receive my refund. Why does it take 3-4 weeks to process a refund? No one can answer my legitimate query, I just get told I will forward your email to the accounts department.
This company may have financial difficulties and aren’t paying out refunds, I don’t know but I think it’s really poor service and I won’t be ordering with you again.

Further to my previous email we’re finding it near impossible to get a refund just like others have posted it’s now over the law rules of EU and UK of 14 days.
Despite e mails and phone calls and it’s “in processing”
Make your own minds up ☹️☹️
Shocking really

Just an update to my previous review.
Hallelujah I have today received a full refund. No notification but very pleased after trying for 3 months!
Maybe they are getting their act together!

Madeleine now says they cannot locate my customer number to reply to my five month wait for full refund and 11 calls from me and four replies from them . I provided the number that was in their emails!
Ps the refund was for three items. One arrived too long after ordering and, along with the two other items were incorrectly sized (two sizes out!!).
Gill Ornstein

In September I purchased two pairs of trousers that I had to return as they did not fit me. I received an email acknowledgment on 9th October ‘24 to say the items had been received and I would be refunded. I have not received the refund and have made two phone calls to chase them up, to no avail.
I thought I was dealing with a British company but they are operating out of Germany.
My order number is DE665948749 if anyone from
Their office monitors Trust Pilot. I noticed a review earlier where a lady had to wait two months for her refund. Poor customer service.

This company is scamming Uk customers and I will be contacting trading standards at the way I’ve been treated.. Lies and more lies I was given.. I will also be contacting senior management.. DO NOT DEAL WITH THIS COMPANY

The clothes that I bought from Madeleine are lovely; good quality but expensive. The problem with Madeleine is that if you return items that are not suitable, the refund takes a very long time to be processed (2 months in my case) I have returned items twice and each time the refund took about 2 months to go into my bank account. However, I did get my money back so that is important to know.

Having waited more than two months for a refund and no replies at all to recent emails I presume I am now joining many very irritated and dissatisfied customers whose requests for refunds have been ignored.
In the meantime I presume the cynical new owners of Premo Fashion GmbH of Munchen are simply waiting for the tide of approbrium to go out as customers with legitimate complaints about delays in refunds simply moves on.
Do NOT use this company!

After 10 weeks still waiting for refund but everyday receive an email inviting me to purchase from them again !
The insolvency practitioners dealing with their affairs have been inundated by customers like myself with no refunds.
On September 3rd an email from Madeleine told me " as we speak we are processing your refund".
Please note the only positive emails on them are from years ago not today other than the one lucky lady who recently did get a refund!!
Premio Fashion GmbH of Munchen the new owners obviously have no experience of customer satisfaction requirements in the UK
Anthea Wood

This is the worst company avoid them.
I returned an item in August and still have not had my money refunded even though they have confirmed receiving it back.
Every time I call them they have an excuse and tell me it’s their policy to make you wait nearly 3 months for your money.
Con merchants

Madeleine.com
I would like to point out that since my last review I have received a refund from Madeleine. I think they may have had some recent take over problems that have been resolved. I have received orders since of which I am delighted and will continue to buy from them in the future. An apology would have been nice after waiting 6 weeks for my refund.

Do not buy from this company. You will not get a refund. the goods were returned in July and now October the refund is still not forthcoming.
If I could put zero star I would. Calling them is a waste of time.

Absolutely hopeless. Jacket promised on September 9th. Didn't arrive. Called them and told September 23rd. Again nothing.
Called again and told item in customs....another 5-7 days.
Also did not respond to complaint email.
Have completely lost it in this era of next day delivery.

I purchased 3 items from this company but had to return them on 5/08/24 I am still waiting for a refund of nearly £300. I have e-mailed and called so many times to be told that the refund will be in my account in a few days. It has still not happened nearly 2 months later. Don’t buy from this company I have now had to contact my bank in an attempt to get my money back.

I have been a customer of Madeleine for years. Recently returned three dresses (having also purchased /kept a number of items from same shipment). They have confirmed receipt of my returns but have given me a refund for a dress I kept, which was half the value of the returned dresses. Two dresses no refund at all. Price over £100 each. I am now waiting for refund of approx £250.00. Dresses returned in August. It is apparently with their accounts department and they have just said it will take some time yet to sort! DO NOT DEAL WITH THEM. THEY HAVE BEEN TAKEN OVER AND THEIR CUSTOMER SERVICE IS A DISGRACE. THEY DON’T DESERVE NOR WILL THEY STAY IN BUSINESS VERY LONG AT THIS RATE.

Avoid this company, It is impossible to get a refund, they just fob you off with an excuse every time you phone and ignore emails. They are running a scam!!!!

I have been a customer for years but I have now stopped buying from Madeleine. No customer service at all. I haven't had a single order delivered this year. I get told there is a problem with VAT registration! You get a 'sorry' voucher which you use on the next order, for which you need to spend more than in the first, and then no delivery again. I made a complaint but have had no reply to the email at all

I tried to return the items within the 14 day window but the online returns were down. I called and was told I'd receive a returns label by the end of the week. I didn't receive anything. I called again, and was told that the returns window was extended to September and that I'd receive my label by then. Still nothing. Emailed them, no response after 10 days. What's going on?? Is this a scam?

I have bought from Madeleine for years with no trouble. This year everything has taken ages to arrive and then when I sent an order back as too small I have never received the refund. Emails unanswered and phone call fobbed off that money was on its way.
I’ve had to resort to my credit card company to get a refund.