MADELEINE Reviews 12,128

I have used this company for years with no problems.
However having ordered and returned goods in July. I still have had no money credited. Despite receiving an email thanking me for returning the goods back on the 7 July 2024.I am owed over £400.
Liz

BE AWARE NO REFUNDS - I have ordered a lot of clothes in the past from Madeliene but never again. I purchased items in July, returned some joggers straight away but cannot get my refund of £118, I have made numerous calls, sent emails but no response. The refund service is shameful, they really do not care how upset you are, I have proof of return, even an email to say your return is being processed but still no luck. Their response is just 'you will have to wait' or 'there is nothing in your account', I don't think I have ever come across such poor service.

I would give this company no stars however have to give one just to put this review on. My circumstance are so similar to previous reviews. Placed order in June, items delivered in July which I returned via QR code. Tracked return and received by company. Still waiting on refund of approx £186. Despite numerous phone calls and emails, still no refund. I have now referred the matter to my credit card company to hopefully help get a refund. I had used this company many times over the years and always happy with products and service but will never use them again. Please be warned if you read these reviews, do not expect a refund!

I used to order from Madeleine a lot, I spent a lot of money with them, will not be again. I ordered a jumper at £149 in June, arrived July 7th, didn’t fit, tried to return . They now use a QR code for returns but had not supplied the correct info, after multiple phone calls and emails, got that figured out and returned item a week later. Eventually got a email to say I would get a refund for €124, I paid more in pounds £149!!! Again I have phoned 3 times, usually helpful but nothing happens, emailed 3 times, no response/ replies. Still no refund in any currency. This once great company has been taken over, I will not be using again. Will need to go through credit card company to try and get money back.

13/9/24 After the trustpilot review , some response received, refund arrived. Thank you. It is just a pity this company only replies to customers via trustpilot nowadays.

I have been waiting for a refund over a month.
I had a email to say I will get a refund that was 11 days ago.
Since then I had ordered and paid for 6 items, in my parcel there was only 4 items. What has happened the the other two that has been paid for? it was a silly mistake on my part to order more things when I'm still waiting for £150 refund. It's very worrying and I could do with that money in my own account.
Be careful, think twice.

it is now 6 weeks since i have returned a skirt and i am still waiting for my refund .WHY? is my question
an answer would be appreciated

Avoid avoid this Company! They were brilliant now terrible. Sent the items back and constantly chasing my refund! On going drama with lots of excuses. 5/9/2024 my third attempt to ask for refund still no explanation!!

On 6 july 2024 i ordered top for £144.90. When received i decided to return. Then problem started. Today 23 august, nobody reply to my emails, nobody customer service can explain why i can’t get refund my money back. I send parcel by Post Office , been signed in by Madeleine. What time been problem get return label, they said technical issues, i been given address where to send parcel by Post office, i paid £9 for sending next day delivery. Honestly, i never ever had problems like this, ridiculous! People , AVOID AVOID this company! before company was great, but now they scammers!

I have been tricked by this company. I ordered two items. Before paying it said delivered very soon. After paying an email said it would be one month before delivery. I called them and the very unhelpful woman said she could not find the order, nor the items nor my customer number despite me saying I am reading an email from you confirming the order. It’s a disgrace. They should tell you at the beginning they are having problems. Do not order anything unless you don’t mind waiting one month. I am not even sure they will refund me.

I haven’t received the last two orders that I have placed with Madeleine. Thankfully, PayPal have refunded my first order as I had no luck when I called Madeleine directly. They promised a refund but didn’t honour it. Don’t know why I was dumb enough to order again! Won’t fall for it again.

I ordered two items in late July from Madeleine UK, and asked that they not be despatched until after August 1st. I placed my order by phone in order to make this request and the lady who took my order said she would put that on the order. She was not a native English speaker and very difficult to understand, but she appeared to take everything correctly. She also said that the company do not email receipts for phone orders.

The best laid plans...the items were despatched separately, and more or less immediately, delivered by Evri - the second part of this horror story. Evri provided photo 'proof of delivery' and I don't recognise either front door and with one item, the person receiving the parcel. I have raised the case with Evri, they have told me to raise it with Madeleine because they (Evri) cannot refund me.

I have emailed Madeleine several times and apart from a very strange/unintelligible reply to my complaint that they had ignored my request for a post-August 1st despatch, I have received nothing. No email, no replies, no refund, nothing. I also tried using their contact form, and that email bounced back immediately.

I have ordered items from Madeleine over the years and always found them slow to despatch but generally good to deal with. I don't know what is going on now, but I am livid.

So two companies that are a nightmare to deal with : Madeleine and Evri......no more online shopping for me!

Update: 23 August
I still have heard nothing from Madeleine, and have sent one final email telling them I will be contacting Trading Standards.

Dreadful service ! Do not order from Madeleine! Can’t return my items for 2 month s .

Along with many others I had a dreadful customer service experience when trying to return items. Their web page returns form is useless and doesn’t recognise order numbers or invoice numbers.
It used to be so simple and professional - now I had to spend ages on the phone (the number was not exactly prominent) only to not receive the promised emailed returns label.
“Their IT is down, they are restructuring, there was a flood - an earthquake” - any excuse. Many calls later I received a returns label which needs access to a printer. Mine is ancient and out of ink - so will cost £££ to get the cartridges.
The company has recently been bought out and I can only say they are nothing like the company they once were.
I STRONGLY ADVISE YOU DO NOT DEAL WITH THEM!!

I made a purchase for a single item in June.
Until today, now 23 of July don’t have it. I called customer services, and they said that I would have it as soon as possible, possibly in 2 weeks' time.
This company is looking very suspicious because, in my order, all the names of the months of June and July are written in Ukrainian.

Cannot return my item. Nothing is working, no return labels. NEVER order anything from them again.
customer service is awful.Do not order from them .It is waste of your money.

I have ordered several items with Madeline over the years and have been very satisfied with everything. However, my last 2 orders within 2 weeks, excellent. But l have to send them back. No returns label. Have phoned twice for Return Labels to be told they are having technical problems with the Return Labels. Tried emailing to get labels sent by email and they are not recognising my email address nor the product reference/orders. What is going on with this Company? Are they in Liquidation? If so, then l’m guessing they’re going bankrupt and l won’t get my refund. As others have said, l’m still getting catalogues. Please do not order from this Company.

Am tearing my hair out placed order early June no goods arrived spent a lot of money customer service is awful very poor English say the same thing over and over sorry you be patient it will arrive then I rang again told order cancelled by client wrote emails letter to Francis Clark LLP no reply ,it used to be a great company I dont know if it really exists now ,phone cuts off ,no reply to e.mails yet I'm still undated with catalogues and advertisements for new patterns absolute nightmare trying to get a response

Terrible customer service. I placed my order on Saturday. Called to discuss it on Sunday. They could not find my order or account despite the fact that I gave them the order number, my customer number which was on the order confirmation, (they said that wasn't the customer number, even though it was described by Madeleine as my customer number, my email address, and my post code. They have however got my money. They said a supervisor would call me back. They haven't. I filled in the contact form on website also asking them to call me. I emailed them asking them to call me. Still nothing back. I have just emailed them again .. The website leaves alot to desired... You cannot fill in your complete phone number because of the spaces it automatically give you.

As per the recent reviews simply dreadful service. No reply to emails, stupid responses to phone calls and no idea when I will receive paid for order placed in early May.
Do not buy from this company.

Seriously what has happened to Madeleine??? Placed orders in years gone by with this company and had excellent clothes and no problems.
Placed an order 5 weeks ago, still no sign of it. Chased several times no one has got back to me. Finally today they say it has been dispatched and please be wait another week before ringing again if it has not arrived. Asked for my money back. Answer was no as it has now been dispatched. What is going on??