Review Time
Worst customer service and company I’ve dealt with.
I ordered a pair of shoes as a Christmas gift and was sent two different sizes—one shoe was a full size and a half bigger. I contacted customer service twice, and they showed zero urgency or care. Instead of fixing the mistake properly, they sent a second pair for free and expected me to waste my time printing a return label and shipping the incorrect pair back.
Because of their mistake, the gift did not arrive in time for Christmas, even though I ordered well in advance.
I was so fed up that I returned both pairs to an in-store location at the same time just to get my refund for the pair I originally paid for. Days went by with no confirmation. When I followed up, I was repeatedly told to “wait 5 days.” After waiting, they claimed their system was down and needed another 5 days.
Then today, they told me they only saw the return for the free replacement pair, meaning I supposedly wasn’t entitled to a refund. This was completely false—I returned both pairs together. Emails take days to get responses, and every reply comes from a different, clueless person who has no idea what’s going on.
After calling customer service again and being forced to explain the same issue over and over, I was given multiple conflicting stories until I finally lost my patience. Only then did they suddenly “find” the second return and send a confirmation email saying I will be refunded.
This entire experience was exhausting and unnecessary. No accountability, no consistency, no empathy—and their products are not cheap enough to justify this level of incompetence.
Save yourself the headache. I will never order from Steve Madden again.
Worst customer service and company I’ve dealt with.I ordered a pair of shoes as a Christmas gift and was sent two different sizes—one shoe was a full size and a half bigger. I contacted customer service twice, and they showed zero urgency or care. Instead of fixing the mistake properly, they sent a second pair for free and expected me to waste my time printing a return label and shipping the incorrect pair back.Because of their mistake, the gift did not arrive in time for Christmas, even though I ordered well in advance.I was so fed up that I returned both pairs to an in-store location at the same time just to get my refund for the pair I originally paid for. Days went by with no confirmation. When I followed up, I was repeatedly told to “wait 5 days.” After waiting, they claimed their system was down and needed another 5 days.Then today, they told me they only saw the return for the free replacement pair, meaning I supposedly wasn’t entitled to a refund. This was completely false—I returned both pairs together. Emails take days to get responses, and every reply comes from a different, clueless person who has no idea what’s going on.After calling customer service again and being forced to explain the same issue over and over, I was given multiple conflicting stories until I finally lost my patience. Only then did they suddenly “find” the second return and send a confirmation email saying I will be refunded.This entire experience was exhausting and unnecessary. No accountability, no consistency, no empathy—and their products are not cheap enough to justify this level of incompetence.Save yourself the headache. I will never order from Steve Madden again.
Both times I’ve ordered online they sent me damaged shoes!!! First time definitely a quality control issue. The boots arrived clean sole but ripped up and scuffed along the side. Bad quality control. I politely emailed pointing it out & drove an hour each way to store location to return them and then ordered again online; good ones arrived thankfully. Second time ordering; after 8 days delay my Thrive black patent heels arrived- these are clearly the store shoe!! Dirty on the bottom, sticker tag attempted to be torn off and scuffed all up and down on patent leather, which shows up like crazy. This is disgraceful.
For the Canadian customers. Steve Madden parent company for other retailer like Dolce Vita. I've been dealing with BOTH of these companies this past month. They have been untruthful and taking orders since CanadaPost has been on strike at the end of last year for two months but never fulfilling them (they're greedy, they didn't change shipping companies like alot of other retailers nor did they stop taking orders). They are extremely backed up even though nowhere does it say that on the website and are trying to play catchup on all the orders they took and didn't fulfill. The Customer Service team has been greenlit to copy and paste the same jargon to every pissed off customer waiting weeks/months but honestly it's not their fault, upper management has fed them to the wolves. Go in-stores to Steve Madden or buy Dolce Vita items from a 3rd party retailer if you must. When your order gets stuck they say it will take up to 3 WEEKS for them to investigate after having already having the order sit in purgatory for 2+ weeks. I actually burst out laughing on the phone when they told me this. Save yourself the headache.DO NOT, I REPEAT, DO NOT USE THEIR WEBSITES. Multiple reviews from different customers having the same experience. Hard pressed to ever buy from them again tbh. Garbage C-suite team.
Horrible service. Placed an order Dec 7 - yes, I know Canada Post was on strike - but since there was no communication indicating they used this service, assumed there was another option. Emailed Dec 17 and was told item was in stock and would be coming by another means. Today, Dec 20 am being told it still has not moved beyond order received status and no one can tell me when it will ship. Completely fed up and disappointed.
What I like are the styles offered and availability, with regular promotions. I took off two stars for service. Minus a star for the slow rate of shipping as my order was placed two weeks ago, and found out today it only left the warehouse a couple days ago. Minus another star for the lack of customer service when I called in to inquire. Very robotic, indifferent attitude, completely lacking in customer-centric behavior.
I received an email that my order shipped on October 23; I received a Canada Post tracking number and the works. After multiple inquiries, because my package was seemingly delayed in transit for weeks, it was revealed to me by customer service that the warehouse made a shipping error, and that my order was never actually shipped. Now Canada Post is on strike, they cannot ship with another courier, and I imagine I will not receive my order for another couple of weeks at minimum. A refund would have been nice, but that request got me nowhere. Customers often do not have the time for this back-and-forth; the company is taking money from folks and apparently doing as they please, offering nothing more than "sincere apologies for the inconvenience." I'm tired.
Never shopping here again. Ordered a pair of boots and they sent me the wrong style. I don’t have a printer or a car so I’m trying to figure out how to return them and I know it’s going to cost me a lot of money and time to deal with the conpany’s mistake at my own cost. Called customer service to ask for a QR code printer less return and they told me no go find a printer and tough luck no apologies just hangs up on me 5 times. I spent almost 200$ to receive the wrong style of boot and it started snowing and I still have no boots yet because I need the money back for these but still haven’t had the time or printer. I’ve never returned anything in my life but I wanted the 200$ pair of boots I ordered not what I got and I’m so mad and disappointed with the customer service that im no longer a Steve Madden customer.
This brand is horrible. I bought a pair of heels for the first time, and they haven’t even lasted 3 weeks of wear without falling apart. The worse part is, when you try to post a review on their website, they delete it if it is not a positive review. Their website and brand is full of false advertisement. After posting my review of the shoes on their website, it got removed. How can anyone see real reviews this way?I don’t expect much for a brand that rips off other brands. I would avoid purchasing from Steve Madden. It’s not worth your money, and the shoes hurt your feet after wearing it for 2 hours.
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