Madewell — Local services in Palo Alto

Very bad return experience. Just realized that the store at Santana row is closed, so I drove 40 mins to this store for return. I purchased multiple items online, but I used a wrong wrapping bag (wrapping bag is not required for return). The return instruction is to show the return label generated from the return conformation email, and it never says anything about the wrapping bag. However, when I returned it at the store, they only checked the wrapping bag label. They refused to check my return label or the item barcode after I told them I used a wrong wrapping bag. It wastes me 1.5 hours round-way and gas for...

Came into this store on a Thursday to try on a pair of jeans that I had seen online. I found them stacked on a table. I found my size and carefully removed it with minimal disruption to the stack of jeans. At this point a blond sales clerk came up and stared at me during the whole process. I made a joke about how awesome I was for not making a mess and all she said was, “Next time let me get them.” And I thought, maybe if I was greeted when I entered or if she had asked me if I needed any help at any point instead of ignoring me, I would have asked her to get the jeans for me. I did...

Me and my wife are frequent Madewell shoppers in our hometown. But odd customer service at this location. We walked in and the lady at the register frantically alerted her staff of our presence vs. choosing a simple hello. We said hello but she couldn’t be bothered. The staff listened into their earpieces and stared at us. You don’t need to have a wild imagination to understand why we...