ComplaintsforSteve Madden, Ltd.
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Complaint Details
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Initial Complaint
10/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned 3 pairs of shoes and was only refunded for 2 pairs. Each pair was $100.Business response
10/31/2023
We have tried contacting this customer via phone and email - with no response. So we are sure this must have been resolved. thank youInitial Complaint
10/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Really frustrated with the customer service. I ordered a pair of shoes that the site said were available for in store pickup on sept. 28th. Received an email that they werent available for in-store pickup then received an email that they would be sent to me. I reached out to customer service asking where they would be sent. One person told me they will be available at the store, another told me they would be sent directly to my house, another told me they are looking for the shoes. I have not been given a straight answer. I reached out yesterday and the guy told me they would be sent out then. I received no update. Today someone told me they are looking for them to be fulfilled. This whole process has been confusing and frustrating. Truly some of the worst customer service I have ever experienced. I paid for the shoes and they're telling me they can't find them. I would like them sent to me overnight and they are not accommodating for THEIR mistake.Business response
10/12/2023
Hello,
Customer has been contacted and confirmed receipt of the shoes which she also returned in the meantime.
Thank you,Steve Madden **************** Team
Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought Steve Madden Match shoes on August 3 at ***** in ***********, while attending university in *******. Theyre like brand new as I have only worn them a few times. As I was in the airport returning home to ****** on September 2, I looked down at my foot, and the instep of the shoe has split from the sole. They were *****, which is about $152.47 CAD, which is an awful lot of money, by anyones standards, especially for only a few wears! I obviously cannot return them to ******* to exchange them, as I do not live thereId like them replaced please (in ******, obviously) or be refunded (Id rather have the shoes replaced though). I cannot be the only person whos bought a defective Steve Madden article while not at home.Ive emailed Steve Madden ****** 5 or 6 times now over the last 3+ weeks, as well as called twice and chatted, & have gone in circles. They emailed back once to say they couldnt help, then after my exasperated response, to ask for pictures (which Ive sent several times, along with receipt). As recommended, Ive also emailed Steve Madden ** twice, with the response, finally, to take them back to the store I bought them in (even though *** explained Im no longer in ******), and Steve Madden US once, with no reply. When asked, I was told Steve Madden products are warrantied against defects, which I see on the websitewhich these shoes clearly are, but Im genuinely wondering how to contact Steve Madden, the manufacturer, rather than the various countrys online stores, but no one seems to have an answerI was actually told their wasnt one (Im unsure who is making the shoes???). Im out $152.47 for a shoe Ive worn about 4 times, and no one seems to care enough about the brand or the product to actually do anything. Its apparently noones fault that Steve Madden, the manufacturer, sold a defective product.Business response
09/26/2023
Hello,
Our team has reached out to the customer and offered a replacement pair that the customer accepted.
Thank youSteve Madden team
Initial Complaint
08/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
August 3rd 2023 Total $118 Order # ******* I called the corporate office number and was met with a nasty condescending vile mouth receptionist by the name of ******. I was calling in to talk to someone about a complaint! I asked to speak to an executives assistant and ****** said, "the executive assistant does not take certain type of phone calls as it relates to complaints! I know that's a complete bold face lie! But I will continue. Then she had the audacity to sarcastically say to me, "that she is a very busy person and she is not about to do this." Whatever that means?! She proceeds to put me on hold for exactly 4 minutes and 28 seconds. Come back on the phone and said, "can I retell her my issue again." I said I'm not starting it over because if you cared in the 1st place you would know what the problem was! She then laughs and said she is not going to do this today and hung up on me! So I had to call back repeatedly and at that point she picked up the phone to hang it back up! Then finally her manager (who happens to sound exactly like ******) so I don't think it was her manager because she is just as nasty as "******". I told the "manager" what occurred with her subordinate and she basically gaslight my situation and made it like ****** did no wrong!This behavior is highly unacceptable and unbecoming!I need a rectification for this formal complaint AND my initial issue resolved!Business response
08/09/2023
Hello,
We have reached out to the customer and accommodated him with a replacement order. The order was delivered this morning and receipt of the package has been confirmed.
Sincerely,
Steve Madden **************** TeamCustomer response
08/10/2023
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
07/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My order number is ******* on *************. I purchased 7 pairs of shoes for my wife and familys special event. I even paid $30 for next day air in order to have it delivered the next business day so they can arrive just in time for the event but instead I received them days late. I then proceeded to initiate a return but was told to contact customer support. After doing so and speaking with a representative, on July 3rd, I was told I would be emailed a return label within a few business days. It is now July 10th and I havent received a return label. On July 15th, I spoke to another representative and was told to wait 3-5 business days to receive a label. But I am tired of waiting and going back and forth trying to get a label Im supposed to have been received.We are very disappointed in how difficult it is to deal with this company and would like to be refunded back as soon as possible. I was also promised that I would be refunded back the $30 I paid for next day shipping and I havent received that either. I have attached photos of my conversation with the representative as proof as how this company does not fulfill its promises.Business response
07/28/2023
Hello,
The Dolce ********************* Team provided the customer with a pre-paid return label and refunded the expedited shipping fee as well.
Thank you,
Steve Madden **************** Team
Initial Complaint
06/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed order with company on 6/18/24. I inquired about tracking information on 6/22/24. A customer rep stated my order is processing and they have to see if they have my order in stock. When i ordered item online it stated my item was available now im told i have to wait and see if its in stock? I just want a refund.Business response
07/03/2023
Hello,
The order has been stopped from being delivered and it is returning back to our warehouse. A full refund has been processed this morning back to the original payment method.
Sincerely,
Steve Madden **************** Team
Initial Complaint
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 31st I have submitted on stevemadden.com for $669.69 for 6 pairs of the same shoe. I have paid extra for next day delivery but didnt get the items until 3 days later which came later than expected, I then open the package and realize the shoes seemed to have already been previously worn/owned and the boxes all messed up. I tried contacting online support but they have stated that bulk orders cannot be returned however no where on their refund policy nor website says anything about that so now Im just left with damaged and used goods that were deemed brand new.Business response
06/26/2023
Hello,
We have reached out to the customer and provided a ***** prepaid return label to return the merchandise. As soon as the package will be received back at the warehouse, it will be inspected and the account will be refunded for the returned merchandise.
Thank you,
Steve Madden Team
Customer response
06/28/2023
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: The return label was not correct and instead of the package being directed back to the company its being delivered to me again so I need a new label with the correct details.[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business response
07/03/2023
Hello,
Customer has been provided with a new label and the return is on it's way back to our warehouse. Once the return is received and processed by our warehouse, customer will be refunded.
Thank you,
Steve Madden **************** Team
Initial Complaint
06/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had this purse for 6 months it has slowly been falling apart. I called Nordstrom rack customer service to see if they can exchange they said its been too long. Then I tried calling the manufacturer today and they said they couldnt help me. I believe a bag should last more than 6 months. Poor quality and poor customer service.Business response
06/15/2023
We have contacted the customer and we are sending her a similar replacement handbag that is similar to her original purchase in color, style and pricing. The handbag she purchased was an exclusive style sold in Nordstrom Rack, so we did out best in sending her something comparable to her original purchase. Thank youInitial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased this bag not even a year ago and it is literally falling apart at the seems. I would like a similar replacement please.Price $70.00Business response
05/30/2023
We have contacted the customer and will be sending her a replacement handbag - thank youInitial Complaint
05/25/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
To whom it may concern,On Saturday, May 20, 2023 my daughter went into Steve Madden shoe store at the ****************** (********) She tried on a pair of shoes that she liked, but they didnt have her size. They told her that they will be able to order the shoes in her size. And they did. They shoes were received on 5/23/2023. She worked late that day and did not have the opportunity to open the box.The next day she open the box and was extremely disappointed how these shoes came. As you can see from the pictures sent to you, they were clearly not wrapped like new shoes should be in the box. They were dirty on top and on the bottom, they looked like as if someone wore them and then returned to the store. My daughter was very upset over this and was not able to make the phone call to SM store because she was very distraught because they were purchased for a very important event. I took it upon myself to make the phone call to SM shoe store. First, I spoke to a sales person which was very nice. (I wish I took a name but I forgot to)I told her the situation and that my daughter wanted a replacement, but also ask a question which was will my daughter be able to get a refund? So she put me on the phone with the manager.The manager gets on the phone and states very rudely and disrespectful Whats the issue! Instead of saying this is ***** how can I help you? She answered like she did not want to be bothered. I told her the issue and explained that my daughter wanted a replacement. She proceeded to say we dont do refunds. I told her that we do not want a refund we want a replacement. Of course I was a little bit upset myself, for the way she answered the phone. She did not want to hear it and told me that she wasnt going to deal with me any longer. She proceeded to accuse my daughter of wearing the shoes and they do not do refunds. I told her how could she have worn the shoes when she just got them? She didnt want to hear anything I had to say, and told me that I had to contact Steven Madden customer service. And continued to say that she was not going to help me any longer. She also told me that I was disrespectful. How was I disrespectful when she was the one that answered the phone rudely and accused my daughter of wearing the shoes when her event didnt even come up yet. How can you treat customers like this? Not nice at all. At this point my daughter doesnt want the replacement shoes anymore. She wants a refund. Can you please help us with this situation? I really do appreciate your time. (All information is attached)Customer response
05/30/2023
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,
*********************
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Customer Complaints Summary
113 total complaints in the last 3 years.
19 complaints closed in the last 12 months.