MADELEINE Reviews 12,128

I have been trying to find out the status of an order that should have been delivered last week (placed on 22nd May). I have spoken to a customer service representative twice (no help whatsoever) and sent emails to which I have not had the courtesy of a reply. I put a delivery and read receipt on the last email I sent and the read receipt states it was deleted without being read. I asked the lady I spoke to this morning how I could contact someone in management to discuss the appalling service but she could not, or would not, provide any other contact information other than the customer service email address I have already used without success. Having ordered several times previously from Madeleine I am hugely disappointed in what has happened to the company. (Posted using my husband's Trustpilot username).

After having placed an order online and paid on the 17th May, goods have still not arrived. Several emails all ignored, phone calls are a joke as no one knows anything, it is not their department and the only thing they can do is raise a ticket!

Two orders placed for significant amounts in March 24 Neither arrived. Customer services are rude and unhelpful unless you want to place an order. Finally received a refund for one order via Paypal resolution centre but unfortunately paid for the other order via a different method so I may have lost my money. All emails go unanswered so I wrote a letter to their head office, sent recorded signed for. This was 3 weeks ago and still no response. From what I can gather I am not alone in my experience with this company so am unsure how they are still getting away with it

Appalling service. I ordered an item of clothing back in December 2023 and am still waiting to receive it. They take at least two weeks to respond to e-mails and every time I call, they keep putting the date back another month. I have had to resort to going through PayPal to recover my money. Such a shame as I used to use Madeleine a lot when they were based in the UK.

Terrible customer service. Waiting on the phone for 25 minutes before an agent responds. Then, an agent has no knowledge how to resolve the problem. Then I have been trying to process the payment in the recent 4 days, and was informed that they experience technical issues, so my credit card cannot be accepted and the order cannot be processed. I have been a customer of MADELEINE.CO.UK for many years and never have experienced such problems in the past.

I placed an order last week and saw the address was partially incorrect- for country it said Germany instead of Florida USA.
I’ve sent 3 emails immediately after receiving payment confirmation asking if the address was corrected. No response and no word if order has been shipped.

I was a customer of Madeleine for at least 7 years until I had an incident with terrible customer services. I placed an order, returned and ordered a new size. I somehow forgot to pay the invoice and never received an electronic note. Open balance 120-130 CHF. Three months had gone by and I received a paper invoice during a week I was traveling and opened it on a Saturday. I had 7 days to pay and by the time I read the notice the day had passed. I immediately called customer services that was open on a Saturday. they were extremely nice and understanding, but could not help because it was Saturday. Told me someone from accounting would call back Monday. Never happened. I called and this time the CS would not put me through to accounting. Took message. Again silence. Received a paper invoice from a collection agency with penalty fees of 250 in addition to my fee to M. Called, was finally put into acct departmen. Nice lady said it would be cleared if I paid immediately and sent confoirmation from e-banking. Did so. Paid the original amount owed to Madeliene. Collection agency said that only Madelieine could erase their charges. Then everytime I called they refused to let me speak to accounting or the nice lady that tried to help. Told me that is the penalty for paying late. After being a customer for 7 years or more, for only 130 CHF! Well, the penalty of losing a customer and her word of mouth is a lot more than a penalty from a collection agency. In this competitive environment with very pricey clothing losing more customers seems to be a very poor philosophy.

I had update my original review as the company has changed hands and it is now incredibly difficult to return anything. Avoid unless you enjoy spending your days in post office queus!

I buy most of my clothes from Madeleine. I'm a true size 8 and find most companies clothes are too big, so it's reassuring to know that everything I buy here fits like a glove.
If you avoid the awful branded sportswear with Madeleine branded all over it, you won't be disappointed.

I have pent a lot of money with this company over the years and I reeceived some amazing, high quality clothes, albeit they were expensive but definitely worth it. I bought a jersey, which was too expensive for what it was, to find it went really bobbly after one wear, I returned it to be told there was nothing wrong with it!! The man was rude. After a year or so I decided to give them another try, BIG mistake!!! I ordered some items, they arrived but the quality was terrible, I kept a long gilet, which was very nice but after washing you could spit peas through it. I used to look thorough the catalogue and see so many pages of lovely clothes and found it hard to decide which ones to buy, normally ending in buying more than I intended, but unfortunately not now. So sad!

gute saloppe Mode. Dezenter Chick

Price for sales items was incredibly advantageous.

korrekt , tolle mode

I purchased a beautiful corderoy jacket from them last year, which although it fits me perfectly, is very thin so only suitable for warmer weather. The delivery took 3 weeks to arrive which, as I wasn't in a hurry, didn't bother me. My issue is that they link their t & c's to marketing preferences. If you don't tick yes to both, you are not able to order. This is against UK legislation regarding customer choice. My only choice was to accept marketing or not to order. If this hadn't been the only place I could find that particular jacket I would have purchased elsewhere.

Large selection, good quality, good service

Schnell . Proteins. Qualitative Produkte 1a.!