MADELEINE Reviews 12,128

Always have excellent service, great Web site, quality goods are reasonable prices.

Like so many others here, despite good experiences in the past with Madeleine (which is why I stupidly ignored all these bad reviews), I'm absolutely shocked at what's happened to them. I ordered the item in April; the returns portal supposedly didn't work; I received instructions as to how to return my item which I followed - delivery was confirmed in May. Now Madeleine is saying they don't know why the refund hasn't been issued and they're escalating it/prioritizing it blah blah blah - just like they said to everyone else. Absolute rubbish. I shall never buy from them again and advise others to do likewise. Meanwhile, I continue to wait for my refund:

Customer number: 499139
Order number: 1200602429
Item number: 60161311
Amount owed £124.90

The Company is a scam. I have been waiting over 2 months for a refund and each time I call I get told it will be escalated and the refund done that day. I still haven't received anything. DO NOT USE THIS COMPANY.
Just received a reply saying that the refund has been sent. THE FULL REFUNDHAS NOT BEEN SENT and we are coming on for 3 months now. They couldn't provide the usual prepaid returns label so told me to send it back and they would refund the postage. I am still waiting for this

First experience of Madeleine and if I could give them no stars I would. Wish I'd read the reviews here before ordering, lesson learned. Well Madeleine appear to have fixed the problems associated with refunds - you can now no longer access the returns portal so you can't return items to get a refund! In the last 7 days I have rung Madeleine 3 times to ask for a return label via email so I can send back 2 pairs of jeans (order 1200602774) only to be given several excuses as to why this can't be done - the latest? There is a fault with their computer system which they are trying to fix! No idea when the fix will be applied and no way to send me a label via other means. Hey presto their refund problem has been fixed by sticking the customer with good they don't want and need to return. Like others I will resort to a formal complaint to my credit card company if I don't get a satisfactory response i.e a return label within the next couple of days.

PS how ironic, they can still send promotional emails - I got one today.

I have waited nearly two months for an item and have just received it. It is a ridiculous amount of time to arrive from Germany to here. Other EU companies are far more on the ball regarding supply. In addition the item didn’t suit so I attempted to contact the returns online which wasn’t available. I the phoned the company and was sent a label. Having just read the reviews I am now concerned that I will have to wait a further two months to get the refund. Been a customer for years but this is really not good enough

It was good to receive a reply from the Madeleine Team. However only one of the two refunds has been repaid and still no further communication on the outstanding invoice: 7553380 £183.41. Can this be another error or a deliberate attempt to appease ? As a result our confidence in this company remains rock bottom. Only order if you can afford to be out of pocket for the refund

I too have waited for refund, since 20 December 2024 of £163.76. Had email on 10 January indicating item received in warehouse after a call on 9 January. Telephone calls always advise that my concern is being escalated yet again but no refund forthcoming. I have been a customer for so many years. I now advise customers thinking of buying from this company not to do so. Their clothes are very good but their customer service in my experience is really really bad.

I am so upset that i have to beg for my refund since September 2024 and same story like many of us today I called the customer care I raise my voice and I was send a statement to show that I returned my staff which I had payed for and no money into my account they are telling me I have O credit for my account and I sewer am going to report this as fraud and will tell the police to check the issue we have are similar.me am done with this company Madeliene After many years being a customer no more quality like before and ordering staff to wait 3m months to be told not able to Recieve

I have been buying clothes from Madelaine for a few years. Although slightly expensive, for special items they are great. Holiday clothes, wedding guest, special functions and treating yourself when there are sales on. Great quality, unusual and not found on the High Street. Great service and I've never had an issue with returns. Currently awaiting another order from them
Can't wait. Thank you Madelaine.

Order no 12909403 invoice no 7380394
Please please do not buy from this company, I have in the past bought several items from them with no problem but now I have been waiting since December for a refund of £255.96 every time in get in touch I have an apology and am told it is with their accounts dept. on one occasion I was told it was paid on the 2nd Jan when I told them I had not received it they then revised it to “it’s with the accounts dept” . BEWARE!

This company is a disgrace. I ordered a coat and returned it in August. They confirmed they had received the item on 28th August. I am still waiting for a refund of £87.73 I have e-mailed, but never receive a reply, so I have made numerous phone calls. Every time excuses are given and promises made regarding when I will receive this money. The last promise was for February 14th. I’m about to call yet again and if I don't receive a refund by the end of the month, I am going to the small claims court. I strongly advise anybody not to purchase anything from this shambolic company

I, like several others, have been awaiting a refund from Madeleine since December. I have phoned and emailed several times to be told the same thing - that they are sorry, and my refund will arrive soon. It is scandalous that a company can hang on to customer's money like this. I contacted PayPal but because I had passed the 30 day threshold, they said they could not assist me. I have shopped with Madeleine for years, but since it was taken over by a German company the standards have gone downhill.

Very bad customer service. I returned a jacket on the 18th November. Numerous emails since I am still waiting for a refund. Nearly £100. This used to a really good company to deal with. I have had many items from them. I will not be using them again.

I am dissatisfied with this company. Ordered 2nd December, all items were returned in December.I received an email informing me that they had received the packages. They then email me to tell me they had issued a refund on 2nd January, still waiting they are due me £549.86. I have telephoned them and sent several emails which they don’t even reply to now.
How much long must I wait. Disgraceful.

I am in the same situation as many on this review site. Ordered received in November 2024, it was immediately returned and they contacted me say they had received it on 2nd December. The order was for £285!!! Still waiting. I have called and emailed and all they say is it will happen but no idea of when. I have spoken to legal advisor today and Barclays Bank who are also raising an enquiry. I have been a customer for many years but I will never shop with the company again. How they are treating customers is a disgrace.

I posted a review on Trustpilot on 1 September 2024 stating I had not had a refund for a pair of jeans which I had returned (and the company had received). I had ordered these on 8th August. After many fruitless calls to the company, I contacted Barclaycard and raised a dispute which has now been settled via the credit card company. I have never had such disgraceful service from a company, having been told many times the refund would soon be arranged, or that the case was with accounts. I will never use Madeleine again.

I am still waiting! This is an update to my January review. I will give one every month from now on. It is now 6months and I am still waiting to receive £24.00 !
It is a tiny sum compared to what it could have been had I ordered a full price item What a good job that I had not -but it is the principal. Madeleine was one of my favourite companies and I cannot understand how they can let this happen?
Order number 1200267035

This is an amendment to the above !

On checking my credit card statement this afternoon I see that I received a full refund on 29th January 2025.

Thank you at last. It would have been nice to also have received a notification and perhaps even an apology for the delay!

Ordered two dresses in October 2024. Chased up order. Was informed the company was changing its VAT no. so deliveries would be delayed. Then told the items had been returned from Customs. Chased up items again or a refund. Now 13 Jan 2024. Still no dresses or a refund. About to take this complaint further via credit card provider and any other relevant authority.

UPDATE
Order NO.1200358132 29 OCTOBER 24 £151.91 Several emails with service at Madeleine Ticket TSK00205704.

Still waiting to hear from Madeleine

7 months on and my refund has been credited to my card account this morning. To all those still waiting good luck in securing your outstanding refunds.

No refund and absolute frustration!

I attempted to purchase a pair of trousers in August 2024. I did not receive the trousers. After conversations with the customer services I eventually received a message from the courier that the goods had been damaged in transit.I was unable to contact the courier so took this up with customer services .it’s now January 2025 and I still have not received either a replacement or a refund despite innumerable conversations with the customer services who insist they cannot contact their head office directly!