Steven Madden Reviews 333

I came to the store at Jersey Gardens to return a pair of shoes that I had never worn. I explained that I had purchased them just a few days ago but hadn’t had the chance to wear them.
However, the cashier responded in an unprofessional manner and laughed in my face. I then asked to speak with a manager, but instead of addressing my concern, the manager defended the cashier and made an inappropriate comment, telling me that “in my country I can do it, but not here.”
I found this behavior extremely disrespectful and inappropriate. The way I was treated felt discriminatory and unprofessional. I expect customers to be treated with courtesy and respect, regardless of their background.
I am very disappointed with this experience and hope that appropriate action will be taken to ensure better customer service in the future.

Horrible customer service. I tried to cancel an order I placed 5 seconds earlier because I realized I ordered wide calf accidently, they would not let me cancel or edit it. I placed another order with the correct size & then when I received the wrong size boots, they charged me $7 for a restocking fee! I also paid for shipping insurance which I feel should have covered this issue. I will never place an order directly with Steve Madden again.

Absolutely horrible experience.
Purchased shoes on 2/18/26. They did not say they were back ordered at the time of purchase. A couple days later when I checked the progress it noted they were backordered. I waited. On 3/2/26 I got an email with a FedEx tracking#. This tracking # says FedEx is still waiting on the package, and will give me a delivery date once they have the package in their possession. A week later, the tracking status had not changes and I emailed the customer service. They were totally unhelpful and just told me they shipped on 3/2/26. I contacted them again several days later when Fedex still showed they did not have possession of the package and customer service told me if I didn't have my package to submit a claim and gave me a link. They showed no remorse or offered no apologies. I submitted a claim through the link and heard NOTHING. At this point I submitted a dispute with me C/C. Then they sent me an email asking how I found their customer service, and I honestly let them know. They came back pretty quick with 'we've confirmed with the warehouse that your package shipped on 3/2, so we need to check with FedEx, unfortunately the shoes are no longer available, so IF we can not find your package we will offer a refund.' FedEx still claims they never got the package, and I still have no resolution, hopefully my c/c dispute will fo through. I will NEVER buy directly through Steve Madden again.

My parcel was delivered to the wrong address (5 Sutherland Place instead of 2 Sutherland Place), which is a completely different property.
This is clearly a delivery error.
I had also provided clear delivery instructions through Evri to leave the parcel at my door (safe place), but these instructions were ignored and incorrectly applied to another address.
I personally went to the address shown in the delivery photo, and the resident confirmed that no parcel was received.
Despite providing clear evidence, including the correct address and delivery instructions, customer service repeatedly ignored the facts and closed the case as “resolved”.
This is not a valid delivery, and refusing a refund or replacement in this situation is unacceptable.
Very poor customer service and no accountability.

DO NOT BUY FROM STEVE MADDEN.I ordered two pairs of flats.they never arrived. Company said they are satisfied and are not willing to help me locate them even though they choose to use evri who are well known for courier errors.The online staff are so rude and I feel I have been ripped off.i wish I saw these reviews before ordering initially . I wish I could give 0 stars.please spend your money elsewhere !

I ordered a bag and wallet on 2/9, separate orders. Received FedEx tracking information on 2/10 for both from same shipping facility. Wallet arrived 2/16. Emailed them on 2/15 to inquire about the bag having no movement yet and was told my order was still "processing fulfillment." Emailed again 2/17 to be told the order showed complete and shipped on 2/10. I spoke to someone in chat who told me I had to allow the full 7 days (I had to ask from order date or label creation) and contact them again for either a replacement or a refund and they blamed FedEx. It's just very confusing to get different information each time you contact someone and none of it matches up. I'd just like my order to get delivered.

I ordered 2 pairs of boots from them. The first pair was the 12/1/26 and the second on 19/1/26. I sent them both back within a few days of receiving them, however I have only received refund for the second pair. They told me the first pair still hadn’t reached warehouse. I reminded them that they had 14 days, from proof of courier collection, to issue refund. They then said they had realised the boots were lost in transit and that I would receive refund within 10 days. As you can imagine, I am still waiting on refund. I have emailed them several times and have received excuses after excuses. They also don’t read the email thread either. I now have to contact my bank and the consumers ombudsman for this to be resolved. Given that they arranged the return courier, they are responsible for refund if lost in transit. Please be very cautious with this company. I honestly think they are bankrupt.

I purchased the DERRA brown high top ankle boot from Steve Maddens site.
I am very satisfied with this boot!
They are beautiful, comfortable, true to size and had an excellent price!

Shoes suck- ordered a 7 and got one marked as a 7 but about the size of 8.5. sent it back and asked for a 6.5 - got one marked 6.5 but the size of a 4 (I mean seriously are they on drugs?)

The shoes in general are a little pricey for their quality although it’s not bad. I would say $79 would be better than $110 but it’s probably due to tariffs. The customer service is the worst! I don’t know if it’s AI, or their computer system, or real human beings who don’t know what they’re doing, but you just never quite know when the shoes are coming. You’ll get a text saying they’re shipped and then you’ll get a text five days later saying they’re shipped and then all of a sudden 15 minutes later, they will appear at your door. It’s crazy. Also, their links to tracking never work, you have to copy and paste the tracking into the shipping company.

Horrible customer service! I can't understand who they have hired to answer customer service questions--super rude people! If you like steve madden shoes, buy them elsewhere--like nordstrom or Amazon--customer service is great and returns are easy!

Cheap low quality products
My wife bought shoes from their store. They lasted only 6 months, after which the leather started wearing off, soles started becoming detached. It is basically just a one time wear, use and throw. Total waste of money

I ordered a pair of boots from Steve Madden, immediately realised I had ordered the wrong ones, and emailed them to politely request an order cancellation. They responded the next morning advising it was too late to cancel the order as it had already been shipped. Why is it, then, that a shipping label wasn't even generated until five days after this communication? I emailed to lodge a formal complaint today, a whole seven days later, and my complaint was not even acknowledged in their response, they simply said the item was 'out for delivery'. There is no phone number you can call, and their email advisers don't even seem to ready the body of the email you send.

I love thos watch not only is the price affordable but it has quality material like the expensive watches do .I highly recommend this watch for people that want to look expensive with out paying expensive

Awful service. Never receive. The parcel and they are dragging their feet to refund. Sort yourselves out.

Question: if your return policy is full refund if not worn, how does that work if you get scabs and blisters? Do you have to not wear the shoes in order to see if they are comfortable or not? Should I wear plastic over them while out to dinner so they are ‘not worn’ and can be refunded when I get blisters? Please enlighten me.

If there had been an option for zero stars I’d have given it. Matter still not resolved and money still not refunded. Complete lack of transparency. Took money, didn’t deliver, didn’t communicate and only after persisting in trying to find out what was happening did I receive an email saying sorry, the boots are not available any more.

Smacks of a business which is using underhand tactics to support its cash-flow.

Never will I buy from this business again.

I’m not sure who’s running the company right now but the service overall is horrible. I placed an order on 12/2/25 and as of today I haven’t received my items. I spoke to a customer service representative and was giving false information. I was told my item would be shipped on 12/29/25. Called today spoke to a representative and was told due to the holidays blah blah blah. Checked my spam email saw an email the shoe was discontinued I should expect a refund within 10 business days. I will never shop Steve Madden again not even in store. Almost forgot to mention the representative Sarah claimed to not be able to send order cancel confirmation emails but she can email me herself and this is the email address that she sent from”GorgiasAlert which came across as a spam email account

I placed an order for boots on Black Friday with the expectation that they would arrive well before Christmas. After weeks of no updates, I contacted customer service and was told that the boots were essentially out of stock at the moment I placed the order and that they were “trying to locate a pair.”

I was never notified of this issue at the time of purchase or afterward, which I find extremely misleading. Had I known the item was unavailable, I would not have placed the order.

I then requested a full refund and was told I could cancel the order. When I followed up to cancel, I was informed that the order had already shipped despite there being no tracking updates and no delivery well past the expected timeframe.

By January 2nd, the boots still had not arrived. After reaching out yet again, my order was finally refunded. While I appreciate receiving my money back, this experience reflects a serious lack of transparency, poor inventory management, and inconsistent customer service.

Customers should not have to chase down basic information or wait over a month for an item that was never truly available.

I will never buy from this company again. Terrible customer service and unprofessional staff. I ordered a boot for a Christmas present and they send me a boot 2 sizes smaller than what I ordered. When I realized they sent the wrong size and went to change the size it was sold out. They were rude and unapologetic for their mistake. Never order online from them. They will send you the wrong size.