Complaints

• Initial Complaint

  03/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This was a Christmas purchase. Unfortunately, this company not just ruined my Christmas but my trust in the whole online shopping! Im horrified with the level of customer service I have received, and Im not writing this hoping to get anything from them! Its obvious that they really dont care as I have tried to contact them everywhere, contacting the store, emailing, phone calls, everything! AND, yes, know the order numbers! So please dont come here acting innocent as if it was just a mistake and its the first time you ever heard about it! I would say their customer service is irredeemable at this point, and Im not sure how they make any profits was such service Ive placed an online order for $626 for Christmas to my new address in Miami! 2 of the shoes were small, and instead of issuing a return online, I went to the store to exchange, the lady in the store was extremely sketchy. She seemed too annoyed by me telling her to make sure to send the exchange to my address in Miami, not to my old address in ******! I believe she changed the address to my old address purposely after I checked the screen because she was not hiding her attitude toward me! I really havent done anything to her except trying to make her avoid a mistake that she ended up the making anyway. My initial order was sent to my new address in Miami (ive moved there two years ago) why would she sent the exchange to my old address that I havent received orders from Steve Madden to since 2018!! Very suspicious The packages status is delivered and of course I havent received anything! Ive tried to call my old building and ***** to retrieve the package with no success. I yet havent found a company that doesnt compensate its loyal customers for packages that were sent to wrong address except this infamous company! I honestly didnt know that that even exists especially with such a big purchase ! Definitely never again. Initial order number ****#******* Exchange order number ********

  Business response

  03/18/2022

  We apologize for the delay and have fully refunded the customer.  Thank you

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the ****** ********* location for the 1st time and purchased two shoes on 2/6/22. Both pairs were told to me would be an additional 50% off. The store was very busy that day and I did not pay attention that one of the shoes was not rung up with the 50% applied. I was charged $70 instead of $35.Neither the sales associate nor the cashier informed me that the shoes were non-returnable. I saw a "Final Sale" Stamp on the counter but they did not use it on my receipt, so I left under the impression that my purchase was returnable. I called the store as I live further away and no one answered. I left a voice message stating I was overcharged if someone could assist by returning my phone call. No one ever called me back. I visited the store on 3/6/22 to return the shoes I was over charged for. I was met by an associate who went to the shift manager in the back. After some back and forth, I was told that a full return would be processed this time due to the inconvenience and they explained that the shoes were technically clearance, but that it would be an exception for a refund to my card. The machine locked up on store credit and the associate said there was nothing they could do. I asked if they could go get the manager to see if they could do something to get the full refund I was told I would get. The associates said that the store manager was on vacation and the shift manager present was in bad mood in the back and there was nothing no one could do for me in the store. Left with no options, I was given a short slip of receipt paper with store credit and a bar code on it. As the receipt paper was flimsy and on thermal paper surely to fade, I asked if could at least be put on a gift card. They said they didn't have any. Now I am left with a piece of register tape that says I have $70. of store credit when I should have originally only been charged $35. It is not my fault it was rung up incorrectly. My money should not be tied up in store credit.

  Business response

  03/07/2022

  We have contacted the customer and will void the store credit and process a mail back check as requested.  Thank you 

  Customer response

  03/07/2022

  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

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased sneakers April 2021. The bottom soles are splitting. I called Steve Madden customer service requesting a full refund. I was than instructed to visit the *******, ** store where I purchased the merchandise from. On Monday, February 14, 2022 I visited the store and I spoke with the store manager. I was told that there was nothing they could do. I want to return the merchandise and get a full refund. The soles should not be splitting. I do not wear the same shoe everyday. It has not been more than a year since I purchased the shoes.

  Business response

  02/23/2022

  We have contacted the customer and will be replacing the damaged pair with a new pair of the same style.  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩