Outstanding customer service — Madepants have won me over
I don't often write reviews, but the customer service I've received from Madepants genuinely deserves recognition. I ordered a pair of their OG-107 Fatigue Pants which I absolutely loved in terms of the design, fabric and quality, but unfortunately I'd chosen the wrong size and they were far too large. I contacted Madepants and explained the problem. Rather than simply sending me a generic returns response, their team actually took the time to physically measure three different sizes of the trousers — 36, 38 and 40 — photograph each one with a tape measure across the waistband, and send the photographs to me so I could make an informed decision about the correct replacement size. That alone was impressive. They then went considerably further. Because international return postage would be expensive, they told me not to bother returning the original trousers and instead gave me a personal discount code for 80% off a replacement pair in the correct size, meaning I effectively only had to cover the remaining small cost plus postage. That is exceptional customer service. What could easily have left me disappointed with my first purchase has actually done the complete opposite. I now have enormous confidence in Madepants as a company and will definitely buy from them again. I love their clothes and their slightly unusual military/workwear aesthetic, and in future I'll simply check with their team about measurements if I'm uncertain about sizing. Responsive, helpful, generous and genuinely interested in getting things right for the customer. Madepants have turned a sizing problem into one of the best online customer-service experiences I've had in a long time. Highly recommended.