ComplaintsforSteve Madden, Ltd.
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Complaint Details
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Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased these shoes 6 months ago. Last month I noticed they were starting to come apart at the sole. I only wear them every once in a while because they are one of my favorite pairs and I treat them really nicely. However, every time I put them on they come apart a little more. At this point today, one shoe is practically completely detached from the sole. so of course I have to stop wearing them. I don't think this is good business or fair. Your brand is a brand that I expect good quality things from and I typically love your products. I am not happy with this and would like to be compensated.Business response
04/23/2024
We have contacted the customer and will resolve her claim within Steve Madden policies and procedures. Thank you.Customer response
05/02/2024
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
04/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with steve madden order # ******* for a Raffia bag that was never delivered to me. I called Steve madden customer service April 11th to let them know ***** left my package outside in a public area and never delivered my package inside my building. I was advised an investigation would be open and have gotten the run around ever since.Business response
04/19/2024
Hello,
Customer has been refunded for the item she never received. She was also provided with a confirmation of the refund.
Thank you,
Steve Madden **************** Team
Customer response
04/19/2024
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
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 3/14/24 I made a purchase from Steve Madden (#SMUS#*******) utilizing a 20% discount. On 3/17, a new promotion for Friends and Family was advertised, offering 30% off. I noticed my order had not shipped yet, so I sent an email requesting if they could provide me with the additional 10%. Since the representative could not locate the code on her side, she did not provide it to me. On 3/25 I called and spoke with ******* and was able to provide her with the 30% off code and explain the entire situation and she said she would process the adjustment, but explained it would take up to 10-days. On April 10th when I still had not seen the adjustment, I called back and spoke with *****, who profusely apologized and said this would be remedied this evening. Once again, nothing. Finally called 4/12 and asked for a manager and spoke with *******. Again he apologized for the situation and kept me on the phone while he said he was processing the adjustment. He said I should see this on my end in the next 15 minutes, along with receiving a confirmation from their company. As of today I still have yet to receive anything.Business response
04/19/2024
Hello,
Customer has been refunded the requested amount during the conversation with *******, on 4/12. We have reached out to her and provided the details of the refund.
Thank you,
Steve Madden **************** Team
Customer response
04/24/2024
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
03/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a pair of Steve Madden Ecentriq shoes on 10/16/23. I believe there was a defect with these shoes because the backs on both left and right shoes came apart from the seems almost like the glue gave away (this is not normal wear and tear because I have a pair do the same shoe older than these in a different color and they are still Fine). I reached out to Steve Madden I was told they would not be able to help but give me a 20% discount on a future purchase. I requested the shoes I purchased 5 month ago be replaced due to what I believe to be a manufacturing defect and should be covered up to 6months according to Steve Madden website.Business response
03/27/2024
Hello,
Customer has been shipped a replacement pair which was delivered yesterday and we also emailed her a pre-paid return label to ship back the defective pair.
Thank you,
Steve Madden **************** Team
Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered shoes and the shoes was not received. I have waited several days for the business to contact me and they have not. I paid over $100 for the shoes and this organization stole my money.Business response
02/09/2024
Hello,
Customer has been fully refunded for the order he mentioned not receiving. He was also emailed a confirmation of the refund.
Thank you,
Steve Madden **************** Team
Initial Complaint
12/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/23 @ 8:26PM ET I accidentally placed an order for a pair of shoes and immediately emailed at 8:27PM ET to customer service requesting a cancel to the order. They replied back at 8:29PM ET successfully cancelled it. Emails are attached for proof. On 11/23 @ 8:30PM ET, my phone refreshed and purchased the item again. I immediately emailed customer service at at ****** requesting the order be cancelled. They refused this time, taking an hour to get back to me stating it was already in progress which was a lie as the order was only 1 minute old when I sent the request to customer service and the first order was addressed immediately. These are non-refundable and I am unable to get my money back for something in the wrong color and size. I did finally make a correct purchase for the right shoes in the right size. Email attached.Business response
12/07/2023
Hello,
Customer has been emailed a pre-paid return label to ship the wrong shoes back for a refund.
Thank you,
Steve Madden **************** TeamInitial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pair of shoes from Steve Madden, it never arrived and I cannot get an answer on the status of my order from the company. The order number is Order Number: ****#*******, Order Date: 28 Oct 2023. I payed Subtotal:$89.95, Order discount:- $26.98, Tax:$5.04 for a grey pair of size 8.5 campo shoes. Please help me find out what is going on with the order, my responses are odd and non specificBusiness response
11/27/2023
Hello,
Customer's order was delivered on 11/22 and an email with the tracking details was sent to the customer.
Thank you,********************************************* **************** Team
Initial Complaint
11/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned my order ****#******* months ago and still have not been refunded. Steve Madden issued me a return label for my return. Then, after my return was sent and returned to Steve Madden, they now decide to tell me, your item is non-returnable.Nothing in the returns policy states that my order is nonreturnable.Only after I send back the items, and only after they receive them am I informed that I cant return them, for some reason Im not sure of.Please review the return tracking number, and confirm that youve received my return already. Its beyond reason that Steve Madden provides me a return label, accepts delivery of my return, then suddenly denies my refund. I feel like Im being scammed, and this issue has been ongoing for months, and Steve Madden is not helping me any further.Business response
11/22/2023
Hello,
Customer has filled a PayPal dispute regarding this transaction. Further action will be taken by PayPal.
Thank you,
Steve Madden **************** TeamCustomer response
11/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Steve Madden advised me that they couldnt help me if the PayPal case was open.
I have since closed the PayPal case so that Steve Madden could assist me directly.
Please verify that the returned package was received if need be, then refund my order. thank you.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
12/14/2023
Hello,
Customer has been refunded in full for the mentioned purchase.
Thank you,
Steve Madden **************** TeamInitial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered shoes in July of this year and have only worn them twice to work. They're ripping at the seams on the sides and back. The quality of these shoes is embarrassingly poor for how much they cost. I've attached pictures showing the lack of quality in these shoes.Business response
11/22/2023
**************************** has been emailed a pre-paid return label to ship back the defective product in exchange for an online credit for the value of the purchase. The item is completely out of stock, therefore a replacement pair cannot be sent.
Thank you,
Steve Madden **************** TeamInitial Complaint
11/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an in store order on 10/15 order number *************. The order was 2 pairs of boots, I am missing one pair and have yet to receive the refund the store issued. I have tried to call them numerous times and the store phone is not working, I have called customer service and I've been told there is nothing they can do to help. I will be reporting this as fraud.Business response
11/09/2023
We have contacted the customer and refunded the order that was not shipped in the form of an online credit. Thank you
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Customer Complaints Summary
117 total complaints in the last 3 years.
22 complaints closed in the last 12 months.