Steve Madden

I am absolutely shocked by the horrible customer service from Steve Madden. Steve Madden advertise all over the site the free returns and so on yet no one ever emails you back and answers their phone line.
I ordered two pairs of shoes, 1 pair of sandals, and 1 pair of heels. When I went to checkout I typed my new address then when I got the order confirmation and saw the charge on my account it defaulted back to my old address. I went in to edit it and it said this wasn't possible. SEVERAL days later I finally got an email back saying the only way to change the address it for them to cancel it and me to reorder and I will receive my money back into my account within a few days, annoying but whatever. When I went to go reorder, I clicked the reorder button and changed the address to my new one and placed the order, again being charged without the previous refund even hitting my account yet. I later notice that when I hit reorder they no longer had my size in the heels and it just defaulted to a size up without notifying me. I was so sick on trying to get a hold of them that I just didn't care and was going to accept the size up for the heels. Several days later half the order arrives the sandals and they sent me the wrong size in that as well, A SIZE DOWN! So, of course, they do not fit. I have emailed them literally 5-6 times over the last 2 weeks with ZERO emails back. When I try to generate a return label on their site it just says there is a system error and redirected me to their home page. So now I am waiting around for anyone to email me back about that. On top of that! Now I receive an email saying the heels they randomly chose a size for me are no longer in stock and that I will be issued a partial refund... It is almost comical if I hadn't been waiting on part of this order to give a friend for her birthday that has now passed... What an absolute joke of a company. Clearly zero training in any customer service... do yourself a favor and order from anywhere else, it is not worth the headache here.

I ordered 2 items with a reward that I had and after the reward, I only ended up paying $1 plus $9 for shipping. I received a box from steve madden with only one of the items inside. I emailed to ask why I had only received one item and Steve Madden said the other was still processing and that I would get an email when it shipped. Fast forward 2 weeks and I still hadn't heard anything so I emailed again. They told me the item had sold out but not to worry because they hadn't charged my credit card. I checked my credit card and found a charge for the whole $10 amount even though I hadn't received one of the items. I emailed them and explained the situation and they told me that "these things happen." No they don't! First of all, if an item is sold out, take it off the website. I asked what they were going to do about it and they said nothing. They told me that if I wanted my reward back, I'd have to return the item that I did receive and that I wouldn't get back the money that I spent on shipping. I asked if they'd be able to send me the same item in a different color or give me a credit for the cost of the item I didn't receive and they said no. I've never been more disappointed with how a billion dollar company handled such a simple customer service issue. I order online frequently and have never had an item be out of stock after I paid for it. I can't believe I have ever purchased shoes from here. I absolutely will never again and I have already told everyone I know to do the same. Please spare yourself the disappointment and stress and stay as far away from this sorry excuse for a company as possible! I wish I had seen these reviews before I ordered!

I ordered a pair of sandals on May 25th, 2020 and my order still hasn't shipped. I emailed twice, with no response from Steve Madden customer service. I tried to see if it was possible to pickup in a store as I understand with COVID there can be shipping delays, but again got no response. I tried to cancel the order online with no luck. I then called Steve Madden and asked to cancel my order but the customer service representative told me Steve Madden could not cancel my order as the item is in the warehouse and should be shipping the next day. Well... it is now 3 days later and my order STILL hasn't shipped. I'm very disappointed in Steve Madden's customer service! The fact that they can just not answer their emails (when their website says they will reply within 6 hours), then prevent you from cancelling your order even though it hasn't even been fulfilled, and then provide no information to their customers on what is happening with their order or when to expect a shipment. If I had been told before my order what to expect I would be completely fine but after reading other reviews I see I'm not the only one to experience this and some had to wait a month or more to get their orders. I don't think I will ever order from Steve Madden again!

Was shopping out of town at Steve Madden and the store was out of stock of the shoe I wanted to buy my son for Christmas. Sales girl told me she could order them and Steve Madden would be in before Christmas. She ordered the shoes for me on December 14 and they had still not arrived by the 22nd. Contacted SM and was told my order had been canceled because shoes were no longer available. However, they were still charging me and it was my responsibility to go back to the store to get a refund.

This is a seriously true story. I placed an order online on MAY 23... I STILL HAVEN'T GOT THE SHOES YET... It's SEPTEMBER tomorrow! No follow up emails or anything. I'm going to call VISA card to report this company and get refund if Steve Madden don't contact me another 3 days. I just can't believe I got scammed by this kind of famous company. I will never ever buy a single product from this company again. I don't support the company that doesn't appreciate customers AT ALL. The worst of worst shopping experience in my life.

This was my first and last time making a purchase with SM. I am so frustrated with the service. I can't get anyone on the phone and of course the chat feature on the website is down. I order a pair of sneakers and a bag for an upcoming trip. I understand there are COVID delays but I placed my order 11 days ago and still no shipment notification and I cant even get in contact with anyone for an update. I have never been so disappointed. Please do NOT waste your time with an online purchase. I am disgusted.

This is the first negative review I have ever written and it truly saddens to do so. Especially on these shoes because I love these shoes.

I bought these shoes in December of 2019, so I have owned them for about 5 months now. And as you can imagine, I haven't really even worn them the last 2 months because we have been locked in at home and my shoes of choice are slippers! I put them on 2 weeks ago and the chain just snapped while I was standing in my kitchen. I was so bummed. I am not one to spend a ton of money on shoes because I would rather spend my money on other things - like travel and family, etc. I decided to treat myself with these shoes. I kindly reached out to customer service and explained the situation. The first response I received flatly said "it's been longer than 30 days, so my request to return does not meet their policy". OK. I never asked to return them, I asked if Steve Madden would replace them. These expensive shoes should last longer than 3-4 months, don't you agree? I kindly responded again and explained that I love the shoes and I don't want to return them, but I was hoping they could replace the broken shoe. Because that is the right thing to do. And that is how you put the customer first. The next email I received verbatim "Unfortunately, too much time has passed since your order was delivered and we are no longer able to assist."

Steve Madden has always been a brand I admired and purchased from. I'm extremely saddened and disappointed with this latest interaction.

In closing, I would recommend you not buy these shoes (even though they are comfortable and cute) because they will last you a few months and then you will be stuck with a $100+ pair of shoes that you cant wear and they won't do the right thing.

Unfortunately, this will be my last purchase I ever make with you guys.

I had ordered two pairs of boots totaling over $140. Ordered my usual size and once Steve Madden came in they were so small I couldn't put my foot in even without socks. Took forever to get a response that wasn't an automated email to try and get it figured out. Once I finally got ahold of someone it was a nightmare to get them to work with me on an exchange. They finally said they would exchange them for a size up so I packaged up the boots and sent them back. A week later I got an email saying that the boots they told me they would send were sold out and that they wouldn't send me anything and just refund my money. Since I used the afterpay for my payment method I had paid my first payment of almost $28 and only got refunded $11 because apparently they charge $7 per pair of shoes just to return them when my intention was not to return, but to exchange. Never going to order off of this website again.

I paid for 2 day shipping on a Monday and it's now Friday no tracking or anything. I contacted customer service and Steve Madden said my shoe hasn't been process to be fullfilled and if it's not at 1 center they'll have to check another fullfillment center. So you charge people cards without knowing if you can fulfill and item? No one offered to resolve my issue just that it's showing it's being processed. Will NEVER order from Steve Madden again. I always wondered why I stopped years ago.

The after pay. And Steve Madden granted that. They said I would receive my shoes by May 5 was ok with that until May 5 came and they did not arrive. I called they said May 24. So I said fine. May 24 they did not come. Today is June 1 and I still do not have my shoes. They are paid in full and they said I have to wait until June 4 now. I asked if I could have some of my money back and all the young lady could offer me is a 20% off discount on the next purchase. Well keep it because I won't be ordering anything else from this company again. A bunch of BS!

Please do not order from this company that supposed to be a reputable brand. I ordered shoes in October 23,2020, and we are now in December 2020 NO SHOES! Contacted FEDEX who stated all order issues must be directed to company because Steve Madden have some type of agreement. However, Steve Madden does not require proof of shipment from FEDEX because they supposed to have some type of coverage.

Well moral of the story is if you have any issues with your online order you will have to go to war to get your money back! DON'T DO IT!

#DON'TLETTHENAMEFOOLYOU

I ordered a few items online and Steve Madden sent me them in 5 parcels. When I wanted to return some of the items I was only able to print out 1 label, which obviously is not enough to post their shoes. I contacted their customer service and after of a week of communicating with them, they were able to email me an extra label. I sent it back like 1.5 months ago, and they refunded me only partially. When I called their customer service today, they lied they refunded me and I "need to call my bank" and they "forgot to refund me for one last item, and they will do it after I call my bank and they will put a note for now". What?! She put me on hold, it was like 10-15 min, she never got back to me.
So I immediately called my bank and they didn't find any refund transactions they have mentioned. So I filed a dispute with the store. I can't believe this is happening in 21st century.

Order SMUS#1763865

I regret that I did not read reviews about Steve madden before ordering. Placed an order #3478741 that was shipped 5 days ago according to their email but the tracking only show that the label has been created and nothing else until now. When I pointed this to their email support Steve Madden stopped replying to my emails. Has emailed them thrice during the past three days but no response. At the moment I am on hold on their phone line for the past 10 minutes and no one is attending the call. What a crap service! Waste of money and time.

The only reason I gave them 1 start is because 0 is not an option whoever the hell Stevie is that works the email is the most rude person you could ever deal with not only did I order daum near a month ago, I paid for express shipping and was told my ONE DAUM PAIR OF SHOES would be shipped out even later. As any frustrated customer would do I asked for a refund and Steve Madden were not willing to I also asked for information on a shipping date that he could not give me. I proceeded to say that if it was not shipped out going in the 2nd month of me waiting I will dispute the charge nothing was done and I got an email that Steve cancelled my order as he got frustrated with me A PAYING customer for asking questions he had no answer to. Their team is obviously not trained well he did nothing to even trip to help or fix the situation COVID CAN NOT BE THE BLAME FOR EVERYTHING and if your company can't deliver on time express shipping should not be an option MY FIRST AND LAST TIME EVER DOING BUSINESS WITH STEVE MADDEN

Steve Madden shipping is HORRIBLE! I ordered a pair of boots over a month ago and I haven't heard a word about where my shipment could possibly be. I had ordered back in November so that the shoes could have been on time for Christmas and I am now still waiting. I tried their chat online as well (their customer service line was not working OF COURSE) and Steve Madden told me they couldn't confirm that my order has shipped and that they couldn't give me and estimated delivery date. I am extremely annoyed and will no longer be purchasing from this company.

Ordered shoes from them and paid for 2 day shipping. Never received confirmation email but Steve Madden made sure to take the money out of my account. 6 days later no shoes and tracking number has literally no information, just says label created. Called customer service and they say they don't know when shoes will arrive but will open investigation. OH and now the shoes are sold out! Didn't think a company like Steve Madden that has been in the business for so long runs their online business so terribly. I should have spent the extra money and purchased from Nordstroms.

I should have read the reviews before ordering from this place. But since it's a well known name like Uggs, Dillards, Nine West in which I'm ordering from them all the time I haven't had a problem at all with them. I placed a boot order on Thursday if my boots don't ship by Wednesday 10/28/20 I will call my credit card company and place fraud on my account from this place. I see other people have been having problems with this company shipping their merchandise after their order was placed. This was my first and last time placing and order with this company. My order just says confirm. The order should have shipped out by now. I can't get anyone on the phone.

I would truly give this company negative stars if I could. I ordered the travel tan sandals on their website and I was informed Steve Madden could only be "pre-ordered" aka they charged my credit card in February for shoes they shipped in April. Even though I had 2 day shipping the shows arrived 10 days later (customer service refused to help). The shoes are DEFECTIVE- the soles between the left and right foot are not even the same size by a long shot (pictures attached). What's worse was that customer service was basically useless and tried to buy me off with a 25% discount for DEFECTIVE shoes and said they couldn't exchange it for me because the shoes were out of stock again. Even worse, I've tried posting a review warning other customers to check if their shoes match up and aren't defective like mine on their website and they don't even publish my review... shadiest company in the world. Buyers please make sure your shoes aren't defective like mine- they told me they don't resell defective shoes, yet asked me to send mine back? I will not be a customer anymore. This company is the definition of buyer beware!

I called and spoke with a representative two weeks prior to Christmas about my order. I was told that I would receive a call back within a few days, and I never did. I called back today to get and update and was completely blown off my two representatives, one I. Which was extremely rude. There was no attempt for solution, alternatives, or anything of that nature. I have ordered from Steve Madden for years, but this has definitely turned me off from ever wanting to purchase again. I wish I could rate customer services with ZERO stars, because the first representative I received is HIGHLY unrecommended.

MAJOR DISAPPOINTMENT! There is absolutely no customer support at Steve Madden! I've been trying for months to return 2 pair of shoes, and when I finally got the return label, and received a refund, Steve Madden only refunded me for 1 pair of shoes (not the 2 I returned). I've emailed them twice, and called numerous times. Both methods have gotten unanswered. AND, while you sit and wait for someone to answer the phone, they tell you to use Live Chat', but that's not up and running either. It's so incredibly frustrating. I guess I'll have to take this up with my credit card company. CUSTOMER SERVICE FAILURE! 0 stars!