ComplaintsforSteve Madden, Ltd.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered some boots from Steve Madden and they never shippedBusiness response
08/20/2021
We apologize for any inconvenience caused. We have reached out to the customer and reached a resolution.Initial Complaint
08/13/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pair of shoes from Steve Madden in January, planning to wear them in the Spring. I put them on for the first time a week ago and they ripped within the first couple of hours of wearing them. Clearly they are defective or just not made well. These shoes cost me $84. They will not budge on a refund and do not stand behind their product. Disgraceful customer service.Business response
09/06/2021
Hello,
A refund has been issued back to the customer's account on 8/27. We have also emailed the customer a confirmation of the refund.
Thank you,
Steve Madden Customer Service
Customer response
09/09/2021
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
08/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I bought these shoes July 20th, 2021. My order number is ******* and I am very upset with the way I have been treated. I sent an email and never got a response about the damaged shoes. I spoke to a woman named ****** and she stopped communicating with me when I mentioned I wanted a full refund. This is unacceptable. They have lost me as a permanent customer for sure.Business response
08/11/2021
We have reached out to the customer and reached a resolution. A full refund will be provided once the return is sent back. We apologize for any inconvenience this issue may have caused.Initial Complaint
08/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I Purchased two pair of boots from Steve Maddens website on June 30, 2021. They were pre-order so I didnt receive them until July 20, 2021. I received one damaged pair, there was a hole on the seam. I contacted Steve Madden customer service via email. The representative told me that they will ship me a replacement pair while understanding to return the damaged item. I told the representative that I would like a replacement pair, they then asked for my mailing address and told me that they will ship my order asap. I ship out my return item on July 25, 2021 and contacted customer service via live chat. I was disconnected twice. On the third try, the representative lied and told me that the item was out of stock and refunded me $112.12, they didnt refund me the $139 which was the cost of each pair. The representative told me that they will ship out my replacement pair once they get notified via tracking. Steve Madden received my return item today and my order has not been confirmed.Business response
08/06/2021
Hello,
Customer has been refunded in full for the item she returned and she was emailed a discount code so she may reorder the shoes.
Thank you,
Steve Madden Customer Service
Initial Complaint
07/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 16, 2021 I ordered two pairs of shoes from *************** for $211.90. When they arrived, I found that they didn’t fit and wished to return them, but they were marked final sale. I found this confusing as, according to the return policy on their website, only clearance items are final sale. When I emailed customer service about this, I was told that items are marked final sale for many reasons and was not offered any further help or information. Had I been aware that anything, not only clearance items, can be final sale, I would have made sure to triple-check for the fine print before purchasing. A simple change in the language of the return policy, clarifying that any item, clearance or not, might be marked final sale, would have made all the difference. It seems as if the language of the return policy is intended to create such confusion in customers. The order number was *******.Business response
07/29/2021
Hello,
Customer has been emailed a return label to ship both products back for a refund.
Thank you,
Steve Madden Customer Service
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
113 total complaints in the last 3 years.
19 complaints closed in the last 12 months.