Steve Madden
Reviews and Complaints

Rec'd a gift card for my b-day... I quickly learn that Steve Madden online has an IT "glitch" that will not allow you to use your gift card, and they have no idea when this internal error will be fixed. This information is per "chat" and their 888smadden csr svc dept. Jim (who does both their chat line and 888 line) says... "so sorry... it won't work... oh, and no refunds". The nearest store to me is 75 miles away. Ya just can't make this up! You would think that a multi million dollar company would do what is best for the customer... instead of the almighty dollar. Mr. Madden needs to come down from is ivory towel to see what is happening with the common folk who work very hard for their dollars. He needs to put these customers (who make him millions) first. If YOU have a "glitch" on your end Mr. Madden, do the right thing and refund the gift card at the very least, until YOUR GLITCH IS FIXED. This is pathetic.

Got a gift card for my birthday. Go online see a freebird boot... hit the chat button to ask if I can use my gift card for Steve Madden freebird. Chat with Jim.. he tells me... Oh, we have an IT glitch... can't use your card online. So sorry. WHAT? I call the store where my daughter bought the card (cherry hill, nj).. Tamara is not aware of glitch.. and she confirmed no glitch with her IT guy. Tells me to call 888smadden. Got JIM! He tells me yeah, we've had this glitch for several months.. oh, and won't do refund. And suddenly fusconnected. Call back get Meghan.. shes willing to do a work around. ARE YOU KIDDIN ME?!?! DO NOT BUY STEVE MADDEN. THEY ARE NOT FOR THE CUSTOMER. ONLY THE ALMIGHTY DOLLAR. I am so angry at this poor display of customer abuse. It's a shame. Mr. Madden needs to rethink customer satisfaction and what rules should be in place when there is a "GLITCH" on his companies end.

I paid $15 for 2 day express shipping, and I have not received my item and it's been 5 days plus now the tracking number says it will take an additional 5 days. I called customer service and they said they have no idea why there was a delay. That's the only answer and resolution I received. Very very poor customer service. And to top it off they offered to refund the express shipping and only pay regular shipping of $7.95. Like wow that's amazing. At least refund all shipping for false advertising of EXPRESS shipping because they obviously don't know how to count days.

I bought the boots 2 weeks ago, are really uncomfortable and the fabric it's really poor. I wear them once (no, you cannot realize 1 minute when you tried them in the shop or home how comfortable or not they are...you have to walk a little bit) and the problem starst here, even if you can barely see that someone tried them guess what you cannot return them because they cannot sell the again. I had a really bad experience, and I didn't want my money back just the possibility to exchange them with something else because it's a very bad quality and are really uncomfortable. I am so disappointed about this company.

I bought these shoes 4 weeks ago at Dillard's. I have worn them less than 10 times. I loved them, SO comfortable and received many compliments on them. I don't have a lot of money to spend on shoes but splurged on these because I won a cruise that I will be taking next month and wanted something cute and comfortable. I was trying to slowly break them in so I would have no issues on my trip. I have a lot of feet pain and they seemed to work well. Now after wearing these a few times I noticed they are falling apart. The inside lining around the toes has worn or fallen apart and I'm sure my toes will go through the suede uppers any day now. I thought you provided quality product so I didn't mind paying a little more. I am SO disappointed. Is there any way you could issue me a new pair? I don't want a refund, I just want a pair that is not defective. I really do like them. Please let me know as soon as possible what my options are. Thank you!
Rita Gwinner
110 e 8th st
Ellsworth, KS 67439
[protected]

I brought a pair of flats and i wore them once to work. The back of my ankle got cut so bad its been a little over a week and it still hasn't heal fully. This is second shoe i got from this company and both are the worst to walk in. I will never buy at steve madden again. I also sent an email no one has yet to respond, guess customer service sucks as well.

Ordered a pair of Troopa boots.I'd been looking for a pair like this for a year.
Was super happy I found them. Ordered them. A week later, I didn't receive them so tracked the order online to find out they CANCELLED it. Without even notifying me.
I called them and they said the item isn't in stock. I check online and it's showing in stock. They say it must be a mistake. I jump on live chat and ask to verify.
They said they have 3 pairs and that they must have been returned between the time I called and went on live chat (so, like 40 mins? Seemed a bit off to me). He assured me they were in stock so I had them send me another pair. Order arrived...
Wrong colour. I checked and now they no longer have my size online. Great. I called, furious, and told them they better ship me the Troopa 2.0 boots in the colour I wanted and I will not be paying the difference.
The manager agreed and is shipping them out. I was told they are shipping them out immediately and I also was emailed a shipping label for me to send the wrong ones back. I wanted to ensure they are shipping the new ones out ASAP because I'm not waiting any longer on this. It's been about 3 weeks at this point.
I was told on live chat that I will have to send these back first. But yet on the phone I am told no, they are shipping out ASAP. The email with the shipping label says my credit card will be charged if I do not send them back within 30 days but when I reordered the boots originally, I was asked for my credit card as they "do not keep this information on file". I asked a rep on live chat to clarify as to how I will be charged if the boots aren't returned if my info isn't on file.
He was dodging the question and then FINALLY tells me they will take legal measures if this isn't the case. I won't be issuing a return until I receive the new pair, if that even arrives considering the countless hoops I've been jumping just to get a simple pair of boots. I guess I'll wait and see if they arrive accordingly. I'm tired of dealing with this company.
Their live chat support and call centre have completely different answers for everything I ask and I'm taken aback by their questionable business ethics. I will NOT be ordering from them again.
Oh, and their sale section online shows some boots at a whopping 1 cent off! Ridiculous.

Hi,

I've purchased an item via Steven Madden via your netherlands branch with a parcel number [protected], i have selected for the parcel to be delivered via courier. I am based in South Africa, the shoe was to be delivered to my relative in the UK. The courier company then went to the address without contacting my relative to notify her what time they would be coming they went there she was not there as she did not know they were coming.The shoe was then taken to a store in UK, the person I am dealing with from customer service now refuses to contact my relative to arrange delivery.I find the service to be very unhelpful and unprofessional thus far of such a big brand.
My email is [protected]@gmail.com .My relatives cellphone: +[protected]

Hello,

The reason for my complaint is because I receive rude customer service from one of your employees located in the Clarksburg, outlets.
My purpose for the outlets was to find booties. I always start with Steve Madden, because it's one of my top brands. Sadly, the specific booties I wanted (Edit-leather) were only available online. I was not able to get the name of the woman when I asked for help. But when I asked if I can then order them online from the store with her help, She told me "You can go online for yourselve, it's the same thing.." I felt awkward with her response. I have never experience customer service to this level of rudeness. Never did I have a problem ordering from the Steve Madden store located in Bethesda-Montgomery mall. I question why She had me feeling as if she did not want to help me! Unfortunately, I did not like how I was spoken to so I left to find booties similar to "EDIT" elsewhere. Which I did! If this helps I advice she should be spoken to for your store lost a customer and money. She looked early 20's, thin-African American, had white long nails, and black long hair past her waist.

Thank you, for taking your time to read my message,

-Alejandra Samayoa

I bought my very first pair of your shoes at DSW in Universal City, Tx. I worn the shoes 3 times and the hole bottom weave came apart from the sole. Im heart broken. For what I paid this should never happen. I have a picture to show what they did, if you wpuld like to see it.
I was there for a funeral and now back home in Fl. Unfortunately when in Texas there was a hurricane then when I got home another hurricane "Irma. So at this time I can't find my receipt. Hope you my resolve my issue with your product.
Sincerely hopeful,
Dawn Watson.
[protected]@yahoo.com
11089 Ancient trail, Brooksville, FL 34601
[protected]

I ordered the black Krista Platform Wedges about two weeks ago. I have only gently worn the shoes twice and the strap already broke and the buckle. These are rather expensive shoes and I hope there is something you could do for me. I buy Steve Madden products often, but now I may go with another brand if I am unable to get some type of store credit or a new pair. These are almost $100.00 shoes and they should not break after such light usage.

I had taken it from Pune phoenix mall, viman nagar on 12th august 2017, I wore the shoes once and the stitching came out on the first day itself . I had already left pune by then and went to chennai .I had submitted the same shoes to phoenix velachary chennai. They told me the stitching repair will hardly take 4 working days . I had given the shoes on 26th august 2017 and till today i have not received it .

First of all the whole scene of stich coming out on first go is really not what steve offers as its so pricey and expensive these things are not at all acceptable

I want a brand new piece for the same model

really suck at maintenance and repair work .Never go for steve madden again

I bought a pair of platform trainers from TK Maxx Perth, Scotland 8 weeks ago. When I saw them I totally fell in love with them and was so happy I had a nice pair of trainers. About two weeks ago I put them on and noticed at the heel inside at the sole had caved in, to me it wasn't a massive issue as I could still walk comfortably however it was annoying to me, but I loved them they went with so many outfits, I pushed through. Yesterday I was heading out and I decided again to wear them and noticed that the other sole had done the exact same thing however it took me a moment to realise why they felt a bit funny. When I went outside it had actually started to rain and I heard the sole on one shoe was squelching. You can only imagine how annoying the noise got so being that I wasn't far from home I turned around again to change my shoes. When I took them off, I realised the whole sole had totally split in have and water was leaking inside the shoe from the bottom, I've never been so gutted in my life! As you'll recall I said I bought them 8 weeks ago, and In my line of work, you only wear the clothes and shoes you're willing to sacrifice fo hair dye, therefore I never wore them to work. Meaning I only ever had them on at the weekend, a maximum of 16 days wear. And I most definitely didn't wear them every day of every weekend as it rains a lot here and rain would ruin the satin. I'm really disappointed at the quality of my trainers, if I expected them to fall apart after 8 weeks or rather 16days, I would have bought a pair for £8 out of primark, not a pair of designer trainers. I hope to hear back from a member of your team soon with a proposal of what you plan to do about this.

I bought a pair of Steve Madden shoes 7-8 months ago in Destin, FL. Within 5 months I needed insoles because they really hurt my feet. A month later the soles of the shoes on both shoes are peeling off. All along the left side of the right shoe and right side of the left shoe looks as if it is peeling away from the shoe. It seems the glue is cheap and wearing very quickly. The heels on both shoes are deteriorated and peeling as well. I love the style shoe but very disappointed in the quality they turned out to be. How can we resolve this issue?

Hi,

I sent an email last Saturday July 29 regarding my complain of the wrong pair of shoes that my wife purchase last June 28, 2017. This is my follow up email.

My wife bought a shoes last June 28, 2017 in Steve Madden at Robson Street Vancouver as a gift for our anniversary.
I wore it a couple of time until I decided to polish it and found out that the pair are different colors. One is dark brown and the other one is light brown.
My wife went to the store last July 28 and talked to one of the staff regarding the issue of the shoes and they asked her to just come back and bring the shoes. I went to the store on July 30 and the store manager named Karen approached me. I explained to her what happen and she told me " you wore it already and it took you a month to return it?"
I explained to her that I only noticed that the color are different when I polished it. I don't have the receipt on me but I have my bank history proof that we purchase it. She check it in the computer and found my receipt.
She told me that she can't do anything about changing or finding a match color. We are a paying costumer and I don't think its fair for us to keep this shoes which are different colors. I don't blame anyone but in the first place should your staff make sure that they give the right pair of shoes before handling it to the costumer? And as a manager of the store is it proper not to offer anything and just say I can't do anything to help me?
I demand a right pair of shoes and I hope this will reach the right person who can help me resolve this issue as soon as possible.

Thanks,
Dante Villalobos

Contacting steve madden garden state plaza paramus, nj location since 10:45 am on 07/31/2017 at [protected] regarding a show that's on stock at this location no one answer the phone i contact customer relations awaiting a return call. I always have a problem at this steve madden garden state plaza paramus, nj bergen county location with the customer service reps answering the phone. I had to contact the steve madden willowbrook, wayne passaic county nj location to make the purchase versus the steve madden garden state plaza paramus, nj bergen county location which inconvenienced me because i live in bergen county.

July 10, 2017, I ordered a cute pair of pink shoes that matched my birthday outfit. When I received the shoes they are definitely a different shade of pink compared to the ones that I ordered online. I called customer service with my complaint and was instructed to send a pic of the shoes I received. I am still waiting for a reply! I thought these shoes were cute and matched my outfit perfectly according to the picture online. Steve Madden shoes are not cheap. When my birthday comes around I like to spend a little extra money on myself. I am beyond disappointed with Steve Madden...

So I bought these sandals in April for my cruise, so I had worn them maybe twice and when I went on my cruise I wore them around and one sandal just start clapping and I looked and the flapped of the sandal opens like if it was glue gun, so cheap. I'm not asking for money or for a gift card... but it just didn't make me happy, a customer who buys and spends so much on Steve Madden shoes.

I bought Sandals from the Steve Madden store in the Citadel Outlet, Los Angeles last week.
I wore them for the first time after coming to India last night and they already broke. The bow on top came off and I didn't realised it after getting home.
I did not even dance or perform any strenuous activity in them. The bow came off from the glued part not the clip which shows what bad quality the glue was made of.
I can't use them anymore. The bow came of in the first time itself. What kind of quality is this?

Hi
This is a gentle compliant about Steve Madden shoes I bought last year.
I hardly use this shoe. Only time I use when I have to attend formal meetings. Too my surprise sole got separated when I was in one of my important meeting.
I was really embarrassed situation.
This is the in my life since I started wearing branded shoes first time I had such a bad experience.
To my surprise when I went to store to repair they ask me $30 to paste the sole.
Now technology and raw material are so strong that I never heard sole coming out of shoes.
Kindly call me or email me what can be done.