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.
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