Retail Shoes
Steve Madden, Ltd.Headquarters
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Complaints
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Complaint Details
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Initial Complaint
12/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On December 7, 2024 I purchased the Selena ****** shoe via their website. At the time of purchase it assured me that I would receive the item before Christmas. The money has been withdrawn from my account and I have not received my item.I have reached out via email and via social media only to be told that the order is being processed. This is the one gift my daughter wanted and I would like the item shipped ASAP.Customer response
12/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
******** ******
Initial Complaint
12/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order for a Steve Madden red twist bag & did received the bag. However it was not what I thought it would be and wanted to return it for a full refund. On December 10 (after a struggle because I never received a confirmation order email) I figured out how to request for a return label, but never received one. I informed them on December 10 2024 of not receiving the email and **** replied regarding the label, on December 11 2024. He stated that they had received my request and that I will be receiving a separate email with a printable return label. As of to date December 20 2024 I have not received the email with a return printable label. I would like to be able to return this bag that I will never use for a full refund.Business response
12/27/2024
Hello,
The reason why the customer never received her email confirmation or the return label was because the email address used when placing the order had a typo. After reaching out to us on 12/20, customer was replied to on the same day with the return label attached. I am attaching here both the email we sent and the return label.
Thank you,
Steve Madden **************** TeamInitial Complaint
12/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order Nov *4/*4 in which it was stated the order would arrive in 3-7 days. It is now well over that time frame and I spent over 30mins on the phone for them to tell me they have no status update for me. I understand there is a Canada post strike however I placed an order from Zara * days ago and it arrived today. ********************** ********************** failed to inform customers before ordering that shipments would be delayed. This is an item I am needing before the holidays. I think there should be some kind of compensation for not only not properly disclosing the order would be delivered a month + after taking my payment.Business response
12/23/2024
Hello,
The order has been delivered and customer has been contacted.
Thank you,
Steve Madden **************** TeamInitial Complaint
12/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Whenever I went to order I put in the correct address, but whenever I paid using Apple Pay it switched the delivery address to a house I do not reside in. As soon as the order was placed I immediately seen that the shipping address was incorrect, so I navigated their site to see how to resolve the issue. I first contacted the live chat, and received an email from them claiming I have ****************************** have to do the return process which how can I return a product I will not receive. They told me I had placed the order 11 minutes and to call or contact the live chat, and both were unavailable. I dont understand how the person who sent me that email who knew what time I placed the order couldnt put in the request right then and there. I called them in the morning, and they said they would contact fed ex and itd be corrected. I then get an email that afternoon saying my order is ready to go receiving my tracking number. I check the site as well as fed ex and it is still the incorrect address, so I call again and they said the request has been made and it will be delivered to the correct address. And yesterday December 1st, its still the incorrect address so i asked if they could verify the correct address, and they said as you have requested, our team is working on updating the address to: then gives almost the correct address but left out the apartment number. Ive given them the correct address on both email and over the phone, there is absolutely no reason for it to be this difficult for them to change the address to the correct one, especially prior to it being fulfilled. I had this same issue with ****** and they were beyond helpful they fixed it IMMEDIATELY, I mean I sent one message and it was changed within seconds. I absolutely love Steve Madden wholeheartedly, this is my first time ordering online through them and the experience has been extremely stressful and overall just not great.Business response
12/23/2024
Hello,
The address has been corrected per customer's request and the customer has been contacted.
Thank you,
Steve Madden **************** TeamInitial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Thanksgiving I purchased an item that was apart of their and was discontinued to a desired price. Once I processed to checkout and enter the promo code, the discount was applied but once I hit submit and received my confirmation number I noticed the discount was removed? I called customer service to get it adjusted but the stated that they could not reapply my discountBusiness response
12/23/2024
Hello,
Customer has been contacted.
Thank you,
Steve Madden **************** TeamInitial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order on 10/7 for a wedding Ill be attending abroad on 10/15. I would Expect my order to be processed within a day or so. The website states that standard shipping is 3-7 business days. Day 3 my order hasnt even been processed yet. I tried Contacting Steve Madden multiple times for an update even a refund and I was Denied any help by this company. I was Told to order them again and pay for faster shipping and then I could Get them possibly? Their customer service team is awful and no help. I keep Asking for the status and no one tells me anything. Here I am Days away from leaving for my trip and no one can tell me anything.Business response
10/21/2024
Hello,
The merchandise was delivered and the customer confirmed they received it.
Thank you
Steve Madden team
Initial Complaint
09/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order number SMUS#******* has been a disaster since it was placed ********* First they were delivered to the incorrect address and I was not able to retrieve them from the address that it was delivered to. Once they finally arrived i was so happy with my purchase and was finally able to use them for my trip abroad. I used them TWICE and they were hanging by a thread when moments later they snapped! SO disappointed in the quality since i have been a loyal customer for years and have raved about the brand to all my friends and family. i really love these sandals and would sincerely hope this is just a fluke since only the left sandal had the issue! kindly provide a replacement.Business response
09/05/2024
The customer has been contacted by our corporate office and we will resolve the claim. Thank youInitial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought Madden Boots for my daughter for school. She wore the boots FOUR times. On the morning of the 4th time, the boots broke so badly, she fell off the bus and twisted her ankle and hurt her arm!These boots were only worn to school and home! Journey's where they were purchased is only offering is to return them for a refund, leaving my daughter without school shoes; however, this is a serious matter and should be looked into before someone is hurt worse!Business response
09/04/2024
We have contacted the customer and resolved the claim. Thank youInitial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered and paid for a product by Steve Madden. Three weeks later it still hadn't arrived. Contacted Steve Madden and after four attempts was told the parcel was sent back undeliverable by Canada Post. However, I spoke with ****************** in person and was told that Steve Madden recalled the parcel because they had sent the wrong item. Steve Madden did not notify me that I would not receive the parcel and did not offer a refund in a timely way. They only offered to refund me after my 4th attempt to find out what happened to the parcel, and that was only after I had to cancel the order myself. I feel that if I had not been persistent, I would never have been told what happened to my order, and I would have been out of luck. I have been trying to explain my concern about this three times without a satisfactory response by the company.Business response
08/28/2024
Hello,
Customer had been issued a full refund back to the original method of payment for the order she never received on August 13th. We have also reached out to her and confirmed the refund was issued.
Thank you,
Steve Madden **************** TeamInitial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
************* was supposed to send me some clothing items they slow played they wouldn't give me tracking orders they are still slow playing in there and they're not they just don't look legit they're they're riding their everything about him is wrong My mistake but then you reported and I would like to be refunded but I know that's probably not going to happen but they need to be taken out so they can't do this other peopleBusiness response
08/16/2024
We have contacted the customer and it seems that the customer purchased items from a fraudulent website, which was definitely not ***************. We also searched our online order history and there are no orders for this customer, with their name, address or email. We are happy to assist in any orders the customer would like to place on ******************************************.com. Thank you.
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Customer Complaints Summary
94 total complaints in the last 3 years.
32 complaints closed in the last 12 months.
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