Steve MaddenReviews 243

If I can give lower than 1 star I would. This is the worst customer service I've encountered in my entire life. There are two cases to share.

First case is I ordered one pair of sandal and one pair of ankle sandal which were shipped separately. The ankle sandal was shipped first but was stuck at FedEx for a week without update. I email the customer service and the efficiency is terrible. It for sure is fedex's problem to begin with because they lost the package, which is fine. However their customer service system and practice is just the worst. Firstly, they don't read the email thread so I had to explain the situation 3 times. Such a waste of time. Secondly, worst efficiency ever. They kept telling me it needs to take 7 business days for an update to even decide if they'll ship a new pair when I contacted them at different days more than a week apart. Meaning when I reach them one more time for update it's already been 7 business days which they should've already had a resolution for me. And I don't understand why it needs more than two weeks to even decide if you want to share a pair of shoes to customer when you already know carrier lost the package. It took total a month for me to receive my shoes.

Second case is about return. I was told the return portal is down and they'll have to manually create shipping label for me and it'll take 5 days. I gave them more days and it's been 7th business days. Nothing. If a business cannot stick to their promise, they will fail.

STAY AWAY FROM THIS BRAND TO SAVE YOU MONEY, TIME & ENERGY. Sam Edelman is WAY better.

Even 1 star is extra for customer service in downtown Robson.
She did not return my shoes, and she was not polite.
The quality of leather shoes is awful

Bought a bag delivered start of June had one use (it was £150) but is falling to pieces - they will not even exchange or repair or refund! Absolutely shocking company! Currently speaking to citizens advice and my bank to fight for my money back - DO NOT BUY FROM THEM AS IF THE BAG IS FAULTY THEY WILL NOT HELP YOU - also take days to respond via email
UPDATE - after this review I emailed them & they finally agreed to return the item - it took a while but got there in the end

I ordered 2 pair of shoes on 5/11 "after 1p". I paid for expedited shipping thinking I will get the package by 5/13 the latest as I paid $30 for overnight shipping. The company stated the package is on time and I will receive it on 5/15/23. I'm confused how I pay for overnight shipping on 5/11 but not receive the package until 5/15. I reached out asking for the difference in the shipping but apparently they are saying its on time. DO NOT ORDER / DO NOT PAY FOR OVERNIGHT SHIPPING ITS A FRAUD!

So they say that returns are easy and you can generate a prepaid envelope through Canada post to return your shoes which I did and when they sent the receipt to acknowledge the return they charged me $7.85 to return the item.

Should have spent a little more and gone with a high quality brand. Bought sneakers for my daughter which she received at Christmas. After wearing them a handful of times, they have fallen apart. Ashley from the 'Customer Satisfaction Team' said she couldn't help with a replacement or credit because too much time had passed. Note to self for future shoe buying decisions. Probably best to avoid this brand given the obvious lack of quality.

Every SteveMadden.com online shoe posting has a size chart that supposedly will guide the buyer what size to order. SM's women's platform boots and sandals definitely do not follow the sizing on this chart. Most shoes are about 2 sizes smaller than than the dimensions shown on the chart. Occasionally you will find a pair of platform sandals that are actually comfortably slightly bigger than the chart dimensions. The point is the buyer cannot rely on their posted shoe sizes! Now this maybe ok when they occasionally allow returns (for new high-priced models only), but look closely, most of their merchandise is always "on-sale" or is universally 30 % off, "final-sale" WITH NO RETURNS ALLOWED! This is the problem. Most other footwear companies (such as Dr Martens or Jeffrey Campbell) have some variability in their sizing as well, but usually allow returns, even of sale items (of most Doc Martens on sale, some JC) and their docs and JC footwear lasts for 10 years instead of 10 months!.

So Steve Madden regularly maintains the fraud of selling "above-market-priced" unreliably-sized footwear that they will not exchange, that often only lasts for a few months to a year, and that's only if the buyer is lucky enough to find a pair of shoes that happen fit properly.

Steve Madden shoes and boots fit well maybe 35% of the time because they are smaller than size most of the time and the buyer usually cannot return them or exchange them!...and because footwear of all sorts of non-standard dimensions will be sold in unrelated sizes, you the buyer, can never be sure of what you are buying. Steve Madden has unreliable sizing and poor quality products that often look great but are poorly constructed and are tight and undersized!

I am very disappointed with my purchase which haven't had much wear. They are completely falling apart. Sides & heals cracking & material coming away from the side.

I was so excited to receive my pair of boots, but I was shocked when I opened them and they were dirty scuffed and even had blue ink on them. I thought I was choosing the better option to get sent a new pair, but those equally were bad as well. Calling customer service was completely useless. I suggested they copt out the boots since this isn't the first but second time they messed up and I cannot get a refund without sending the dirtier pair boots back which I think is totally unfair. This is a very common problem with them sending used shoes. I am adding another review to warn people and spare their money.

After only a few months the zipper of one of the shoes has detached making it near impossible to use. The zipper falling off of a pair of $120 shoes after a few months of normal use is obviously either a defect or speaks to the brand's quality. Customer service was ZERO help and was very unapologetic, they say you can get a replacement pair in the case of defects but if this stops after only a month you're left with zero support when defects become apparent after the fact.

I purchased Madden Girl boots from my local Famous Footwear on October 23rd. They both split down the middle two months in. Tried to return or exchange the shoes with a bank statement (I didn't have a receipt) and was turned away and told to call Famous Footwear. I did and had my shoes returned by the company because they were "worn" and told to contact Steve Madden. How the hell was I supposed to find a factory defect without wearing them? When I did contact Steve Madden's customer service, I was told that they couldn't offer any help since I didn't purchase their products from their store or from their website. I'm so flabbergasted and disgusted with this entire ordeal. Truly horrible. $60.04 WASTED!

Don't buy the black leather and suede Steve Madden large tote bags. Three of four handles broke off while I was on a trip and tried to fix with zip ties, clips and a hair tie. See photos below. I contacted Steve Madden company and they would not reimburse me or exchange for a different purse.

I wouldn't advise anyone to purchase shoes they offered me 20 off my next purchase after shoes failed in weeks.

Had my package stolen by DPD and they made it exceptionally difficult to get any kind of customer service help. Ignored me for weeks, refused to accept my package was stolen, repeated things to me like I was a 5 year old and couldn't read, gave me difficult forms that I could ONLY PRINT OUT (great for disabled customers and who the F has a printer in their home these days), refusing to refund me and at this point I wouldn't be surprised if they ask for a piece of my kidney before going further.

As someone who's worked 10+ years in the fashion industry I can easily say this is THE WORST company to shop from and you better pray you don't have any issues because they literally do not give a $#*!.

I purchased a pair of trainers in my size they were way to small. It took two weeks to get a return label I sent them back an got confirmation they had received the shoes on the 5/01/2023 today is the 18/01/2023 I've emailed so many times to be told they had missed my return but it has now been refunded manually il get an email confirmation. Day 4 of getting the same email as a reply. Still no confirmation email an no sign of a refund. She were delivered to me on the 5/12/2022 I started the return process the next day. I still haven't had a refund the customer service is a joke. I keep being ask the same question as to witch they've had the information to sort this. Still no response that's been helpful. Will never buy from Steve Madden again

We purchased a pair of boots in the regular size that would normally fit our daughter. However, they were too big and we needed a half size smaller. I called customer service and the guy that helped me said it was a final sale and there was nothing they could do. We weren't asking for a refund. We spent $151 on these and now what? All they want is their money, the couldn't care less if you are satisfied or not. Never, ever again will we shop with them.

I purchase a pair of boots from this company as well sized up.I notice that because of my calves being large that the boots couldn't fit.I called customer's service to voice my complaint. The represented was very rude and not cooperative at all. They where not willing to accommodate me in any way possible. Now I'm stuck with a product that I cant even wear. Its companies like these that I wouldn't recommend at all for purchasing.This company deserves to go out of business. The way that they use and treat there customers is poorly. Please do not purchase from Steve Madden. They do store credit only!

I ordered 6 items right before Christmas. They shipped one that arrived 5 days later (paid for express 1-3 day). The remaining items showed as preparing for the next 3 weeks until the order was cancelled without any notice. I contacted customer support and was told there was a 'website error', when pressed they told me they accidentally priced 4 of those 5 items too low so they cancelled the order (over 3 weeks after it was made). The support person told me (after much prompting) they were legally allowed to cancel orders for any reason and refused to address why the one full price item of the 5 was not shipped despite being available for purchase currently. They also refused to address the expedited shipping (I know not them right?) which seems to have been charged on the full order but not refunded (I am still unclear if a refund has been issued, only that the order is cancelled). They offered 20% off one full priced item for my inconvenience in the cancellation email (currently you get 15% if you send them your email address), but it hardly makes up for 5 items that did not arrive. Lesson learned, she enjoyed the shoes that came in, but I will not order from them again. Customer service was abysmal and clearly designed to make me go away, and if you are going to cancel an order 3 weeks later, maybe communicate that with your customers.

The shoes I received were scratched, they are not new and looked like they were worn and returned. Every time I post my review, they were not being shown on the site which boasts 5 stars for the product. Unreliable and fraudulent. Will not be buying from Steve Madden. They don't value quality obviously!

Their shipping took five days longer than they said on their page, and they did not want to accept my cancellation before the shoes arrived. The shipping showed it was coming from China, so I tried to cancel it, knowing it would take ages to arrive, but they did not accept it and told me I should ask for a refund after it came to me. After it arrived, I wrote to a customer service representative. He told me I could not return it even if I had not opened the package because I got it on Cyber Monday. The whole website had been on sale for an entire week. Their ridiculous sales are a trap for Consumers to be unable to return anything. Sadly, I spent $104.83 on some worthless shoes they didn't even want back.

Also, do not trust their shipping days. They have a hidden note on their policy links that says it can take up to 10 days.