Steve Madden Returns Policy

★
HOPE YOU'RE ORDER IS CORRECT!
I ordered 2 pair of shoes, on deliver one was incorrect their error. Took them 2 weeks to send me a shipping label to return the shoes. Then I was exp... I ordered 2 pair of shoes, on deliver one was incorrect their error. Took them 2 weeks to send me a shipping label to return the shoes. Then I was expected to order my shoes and pay for the delivery for their error. I wrote endless amount of emails. Very delayed responses and basically i need to order my shoes again (and possibly not get the discount that i had) and pay for delivery.. NO THANKS !! Read more

SONIA PELLEGRINI

★
Waste your money if you want.
I'm not sure how this company is managed to get an order WRONG EVERY SINGLE TIME. And who has the time to always return products back. This is the sec... I'm not sure how this company is managed to get an order WRONG EVERY SINGLE TIME. And who has the time to always return products back. This is the second time now in one year in 2025 that my orders has been incorrect. Never order from SM again nor shop in store (the staffs are rude). Read more

Charly Bun

★
They sent me the wrong order after 2+ months
I ordered a pair of boots in November around the same time Canada Post went on strike. After waiting almost 2 months, I contacted Customer Care to loo... I ordered a pair of boots in November around the same time Canada Post went on strike. After waiting almost 2 months, I contacted Customer Care to look into this and they said they would get back to me - they never did. I contacted them again but there was no response on the live chat after waiting over 30 min. Eventually I had to call their Customer Care telephone and they said they would finally re-order them for me after 2 months had already passed. I was excited to finally receive my boots until I opened the package and it was someone else's order entirely. I contacted them again to express my disappointment and frustration and all they did was tell me my boots were out of stock and send me a return label ie. I had to use my own time and resources to print the label and drop off the return after this entire ordeal. It was truly the worst retail experience I've ever had and the customer service I received was horribly subpar, even for Steve Madden Read more

customer

★
I ordered two pairs of shoes on the...
I ordered two pairs of shoes on the 18/12/24. I contacted their unprofessional customer service team by email on the 04/01/25 when I didn't receive th... I ordered two pairs of shoes on the 18/12/24. I contacted their unprofessional customer service team by email on the 04/01/25 when I didn't receive the items. They admitted to me via email they had made a massive error with the order & that I will not be receiving my shoes. (honestly it's not that hard to do a job). I received another person's order which were a pair of ugly silver worth $69.00 along with that person's private details (including all details which is privacy breach). Attached at the back of that sheet where my details (label to send to my house) obviously minus my shoe order. I has been numerous email correspondence between myself & the customer service team over this last month including today 29/01/25. Within my initial email to them I told them of the errors they made & asked for a return label for the silver pair of shoes so I can return the shoes back to the the company. I have also asked for a refund of my money & they stated in several emails that I would not receive my refund of $110.00 until I send back the silver shoes worth $69.00 (so basically blackmailing me). I told them I was the one who suggested sending it back to you & have asked for the return label on 7 occasions & still not received one. I also told them they weren't even my style anyway. In total I have sent 14 emails back & forth asking for my refund & a return label. They finally sent me the return label today 29/01/25 to which I will post them tomorrow. I have never ever in my life engaged with a more unprofessional team & I have asked on numerous occasions to have this escalated to a manager to which they continually ignored my request not only that they ignored some of my emails. I have all this documentation to prove this & I will be sending this to their head office in New York. Also, yes I have tried calling their head office (Australia) several times to which they never returned any of my calls. I would say do not ever buy from this company because not only do they mess up the orders but they in turn blackmail you for their error & do not return your refund even though this is in breach of the Fair Trading guidelines. I used to be a regular customer but due to the treatment I have received from them for the last month & still trying to get my money back I will never buy from them again. I honestly hope this helps someone before deciding to buy from them in Australia Read more

Sharon

★
Extremely Disappointed with Service
I ordered from Steve Madden on December 1, and my order wasn't delivered until January 2-over a month later! I emailed them multiple times to cancel t... I ordered from Steve Madden on December 1, and my order wasn't delivered until January 2-over a month later! I emailed them multiple times to cancel the order during this ridiculous delay, and while they responded to my emails, they failed to act on my cancellation request. Now, I'm on vacation and unable to return the item. This experience has been beyond frustrating, and I won't be shopping with them again. Read more

Kamyar

★
The worst company in the planet
The worst company in the planet. No cancellations, no way to edit orders, apparently the warehouse is located in the Moon because they never get notif... The worst company in the planet. No cancellations, no way to edit orders, apparently the warehouse is located in the Moon because they never get notifications. Their system is not synchronized. They are forcing the products on costumers. This “company” is all about reaping people off and their customers service is useless. If you want to return or get a refund be ready to go to WAR Read more

Lucila Vargas

★
Poor customer service
My experience with Steve maddens customer service was not a great experience. I requested to return my shoes to which they sent me a return label. Mis... My experience with Steve maddens customer service was not a great experience. I requested to return my shoes to which they sent me a return label. Missed the return date by one day and reached out to get an extension. I was denied and told that it was not their problem. I will not be buying anything from Steve Madden again! Read more

Stacy Sims

★
Steve Madden, poor customer service and criminals...
Steve Madden didn't even send the right size so they screwed up the order from the beginning. When I asked for a replacement be sent they said they co... Steve Madden didn't even send the right size so they screwed up the order from the beginning. When I asked for a replacement be sent they said they could no longer send to the address they sent the original order to...what in God's name!?! I asked for a return slip and was assured by email (of which I have proof still) from customer service I wouldn't be charged a restocking fee and would receive a full refund in the amount I paid as it was their fault to start and lo and behold they lied! Steve Madden has now stolen money from me for their own mistake, the shoe quality is cheaply made, and I never wore them because they never would have fit. But judging by the feel of holding them in my hands they're cheap and I'll go spend $1200 or more at a higher brand name store on a pair of red bottoms. I have reported their dishonesty and theft to BBB and VISA. Read more

Andrea

★
DO NOT BUY FROM STEVE MADDEN
DO NOT BUY FROM STEVE MADDEN. I have had the same returns issue as sooooo many other customers. I've been trying to return shoes, I paid for a returns... DO NOT BUY FROM STEVE MADDEN. I have had the same returns issue as sooooo many other customers. I've been trying to return shoes, I paid for a returns label, I was charged for the return but never received the label. I've been back and forth over email and nobody will help me. Everytime I get a response I'm told to contact a different company and then that company tells me to contact Steve Madden. Nobody will help. Now I'm being told that I need pay €28 to return the shoes through my own postal service even though I've already paid €14.45! Steve Madden are a scam. I buy a lot online and have never had these sorts of issues with any other company. Read more

Sorcha

★
Wrong shoes sent 3 times!
Horrible customer service. I ordered sandals online with express shipping, took 2 weeks to come. They sent the wrong shoes. I reached out to customer ... Horrible customer service. I ordered sandals online with express shipping, took 2 weeks to come. They sent the wrong shoes. I reached out to customer service and they said they'll send a new pair once I return the wrong ones. After an hour of fighting with them, they agreed to send me a new pair right away and gave me 15 days to return the wrong pair. Another week and a half to receive my “expedited shipping”. Wrong pair again. Same situation a third time. Wrong pair again the third time. It's now a month and a half later and they still haven't offered any kind of solution besides refunding my money once I go out of my way for a third time to return their mistake. It's almost end of summer and I still don't have sandals and countless hours arguing with customer service and returning their mistakes. Do yourself a favour and order from any other company. Read more

Alex

★
Beware of Small Print
I tried to return a pair of shoes that didn't fit and was told they were "final sale" and not returnable. I read the return policy before purchasing a... I tried to return a pair of shoes that didn't fit and was told they were "final sale" and not returnable. I read the return policy before purchasing and it stated that items endding in $.99 etc were final sale. The cost of the item in my bag ended in $.00. Industry standard for honest companies is to have in red letters "final clearance". A tiny little font in black below my cart says "final clearance". My bad, I guess, but I find this to be misleading and decietful. Why not provide great customer service and be VERY CLEAR on final sale items? Read more

M

★
Don't order online from Steve Madden
Don't order online from Steve Madden.. a 3-7 business day turnaround turned into 14+... and when I asked if I could cancel my order (before I got the ... Don't order online from Steve Madden.. a 3-7 business day turnaround turned into 14+... and when I asked if I could cancel my order (before I got the shipping confirmation) they said they couldn't because it was already being processed... they said they would provide me with a pre-paid return label, but never did (after I reached out again about it). Just a poor poor experience. Read more

Lindsay Zautke

★
If I could give them a 0 I would!
If I could give them a 0 that's what they deserve. They will not let you return shoes you buy online. What am I supposed to do with shoes that don't f... If I could give them a 0 that's what they deserve. They will not let you return shoes you buy online. What am I supposed to do with shoes that don't fit? They told me I can resell them on their Reboot site which is the dumbest response I have ever heard of. I definitely do not recommend & I will never give another dime to this company! Read more

Amy Matoska

★
Price adjustment
Price adjustment. I ordered boots Dec 6, 2023 and looked at their return policy. Customer service would not do the price adjustment because it was out... Price adjustment. I ordered boots Dec 6, 2023 and looked at their return policy. Customer service would not do the price adjustment because it was outside his "internal return policy". I asked him what the policy was and he did NOT want to share because it was, "internal" Their online policy states, and I quote, "Orders placed November 1st through December 31st can be returned until January 31st 2024. Please note that we cannot do any in-store returns, exchanges or price adjustments during major holiday promotions including Black Friday (November 24) and Boxing Day (December 26)." My purchase was Dec 6, outside the promotion dates. I can just return and lose the $6.95 shipping, repurchase and I would still be saving money. I was very unhappy with his response and will not be purchasing from Steve Madden again. Read more

T.D

★
First and Last Purchase with them!
I'm surprised there are so many bad reviews found here! Purchased a full priced item and it went down to 70% off in less than a month! Online web chat... I'm surprised there are so many bad reviews found here! Purchased a full priced item and it went down to 70% off in less than a month! Online web chat basically is useless due to bot answers and waited forever but there's no human attended to me! Attempted for a return to save MYR400+ for a pair of shoes but failed! Read more

Vanessa Cheong

★
Never ever order from Steve Madden!
Never ever order from Steve Madden!! I ordered shoes from their online store, the heels folded under the shoe when I stood up in them. I contacted cus... Never ever order from Steve Madden!! I ordered shoes from their online store, the heels folded under the shoe when I stood up in them. I contacted customer service for a return, I was told the shoes weren't eligible for a return. THIS FN COMPANY IS A COMPLETE SCAM!!! ZERO STARS!!! Read more

Victoria Fagan

★
SCAM!
Made a purchase form Steve Madden, but the quality of the merchandise was extremely poor. I obtained a return slip and mailed it back to them, and the... Made a purchase form Steve Madden, but the quality of the merchandise was extremely poor. I obtained a return slip and mailed it back to them, and they only partially refunded me! They have kept over $20 of my $50 order, making my return essentially useless. They say they are taking off the cost of shipping, yet I did not pay to ship it to me and was told it was a free return!!! Their website only mentions a $6 restocking fee, this is a huge scam. DONT buy from them. Read more

Brit Pretty

★
Terrible company with little value to...
Terrible company with little value to customer. Returned a pair of shoes that were ill fitted. Paid for the return as they do not offer a return servi... Terrible company with little value to customer. Returned a pair of shoes that were ill fitted. Paid for the return as they do not offer a return service like HM, Zara and other large retailers. When I did not receive my refund, I contacted them and they said they never got the item back to the warehouse. I provided them with a receipt and reference number for proof of item returning and they still refuse to refund. This would never happen with other big retailers. Never again. Read more

Alison

★
I ordered the same pair of shoes 3x and...
I ordered the same pair of shoes 3x and they kept sending me the wrong pair of shoes. Customer service acted like they were doing me a favour by allow... I ordered the same pair of shoes 3x and they kept sending me the wrong pair of shoes. Customer service acted like they were doing me a favour by allowing me the return the shoes free of charge at the expense of my time and gas. I placed my order back in August 11/2023 and they still haven't got it right to this day. Most recent wrong shoes again yesterday (August 29)...Terrible online experience, terrible customer service and they don't mind wasting your time. Read more

Darren Chow

★
All the other reviews are right.
I ordered a size up and the shoes were WAY too small. The return policy is a joke and the support is not helpful at all.... I ordered a size up and the shoes were WAY too small. The return policy is a joke and the support is not helpful at all. Read more

Grant

★
I could not be more disappointed with...
I could not be more disappointed with their return/replacement policy. I purchased a pair of boots in September of 2022, only 10 months ago, which hav... I could not be more disappointed with their return/replacement policy. I purchased a pair of boots in September of 2022, only 10 months ago, which have split in both heals making them unwearable. I spoke to a customer service rep and the LiveChat who both just stated nothing they could do as it was past the return policy date. The boots have malfunctioned leaving them unusable. These are platform healed woman's boots and the rubber below where you insert your feet has split on both boots. This is a manufacturers defect. Sadly, this is the 2nd pair I have purchased that have done the exact same thing. Sadly, will not purchase from Steve Madden again. Read more

Sheryl Hollyoake

★
Poor Customer Service
I received a Steve Madden Purse for my birthday in January 2023 which began to fall to bits after about four months. I was late emailing the company b... I received a Steve Madden Purse for my birthday in January 2023 which began to fall to bits after about four months. I was late emailing the company but thought as it was faulty there wouldn't be an issue. This was the reply I received: Hello, I apologize for the inconvenience caused by this. As our policy states that the warranty of Steve Madden is guaranteed against manufacturer's defect for a maximum of 6 months for shoes and 30 days for bags from the date of purchase, we are unable to issue a return authorization at the moment. Sincerely, Gabe So even if your purse or bag falls to bits, the warranty is only 30 days!! These items are not cheap so I would advise to steer clear and buy from a more reputable company with better customer service. Now my purse is in the bin and I won't be buying from Steve Madden again. Read more

Jo Merry

★★
I purchased the Rockaway white/black...
I purchased the Rockaway white/black sneakers, the shoelaces were two different lengths. One I could barely tie the other I could not tie. I called an... I purchased the Rockaway white/black sneakers, the shoelaces were two different lengths. One I could barely tie the other I could not tie. I called and they said I could return them and then they would see about sending another pair. I asked if they could just send me a new pair of shoelaces. That was not an option. After reading all the negative reviews I guess this will be my last purchase Read more

kbh

★★
Untrustworthy
First online purchase I made from Steve Madden. I bought a 7us knowing in the past I have had a hard time with sizing from this company. It came in a ... First online purchase I made from Steve Madden. I bought a 7us knowing in the past I have had a hard time with sizing from this company. It came in a slightly damaged box, but I assumed that was due to shipment. I always try on my left foot first because if it doesn't fit my left foot I know I can't wear them. It took two minutes to realize I needed a bigger size, the shoes were beautiful and I was extremely delicate with them, knowing someone might end up getting this very pair. I did not touch anything or remove any package other than the paper in the foot to try them on. The return process was easy. Then I waited three weeks to be told it was not accepted and my refund was denied. I was ready for them, I take photos of everything I buy. After I sent a firm response back I was refunded. Didn't need my photos, but I was ready regardless and I would highly recommend to do. They literally tried to bamboozle me out of my money without providing any form of proof that the shoes were damaged. I love luxury shoes, but some are trends and I rather find a cheaper alternative when I know they wouldn't be classics. Steven Madden is great for that, but I am now avoiding any online purchase from them. I just don't trust them now, which is unfortunate because the rest of my experience was good. Read more

Monica Marszal

★
Bad service! never again!
The shoe the I ordered does not fit. Went to their store and refused to return/exchange. The worst and bad service ever. Never again!... The shoe the I ordered does not fit. Went to their store and refused to return/exchange. The worst and bad service ever. Never again! Read more

Emily

★
POOR QUALITY PRODUCTS! DO NOT BUY!
I purchased Madden Girl boots from my local Famous Footwear on October 23rd. They both split down the middle two months in. Tried to return or exchang... I purchased Madden Girl boots from my local Famous Footwear on October 23rd. They both split down the middle two months in. Tried to return or exchange the shoes with a bank statement (I didn't have a receipt) and was turned away and told to call Famous Footwear. I did and had my shoes returned by the company because they were "worn" and told to contact Steve Madden. How the hell was I supposed to find a factory defect without wearing them? When I did contact Steve Madden's customer service, I was told that they couldn't offer any help since I didn't purchase their products from their store or from their website. I'm so flabbergasted and disgusted with this entire ordeal. Truly horrible. $60.04 WASTED! Read more

Katherine Hernandez

★
Made a purchase for $120.00
Made a purchase for $120.00. Boots were not as expected. Tried to return, said they were listed final sale. I have no communication with Steve Madden ... Made a purchase for $120.00. Boots were not as expected. Tried to return, said they were listed final sale. I have no communication with Steve Madden stating my purchase was final sale. They are currently on sale for $79.00. Very disappointed. Really liked their shoes, but I will no longer be a supporter...Final purchase and a hard to swallow lesson Read more

Pam

★
If I could give 0 stars I would
If I could give 0 stars I would. Just really bad. When I purchased a shoe it did not say final sale, the minute it got delivered and I tried to return... If I could give 0 stars I would. Just really bad. When I purchased a shoe it did not say final sale, the minute it got delivered and I tried to return it, it said its final sale. I called if I can get an exchange or credit if a refund is not okay. They still denied my request. Sent them an email, no reply. Now, I try to log in and sell the shoe to the program rebooted. I no longer have an account with them. Such a disaster. They have the worst customer service I have experienced. Read more

Keith Aliga

★
This is the last time I'll shop with them...
This is the last time I'll shop with them. Other reviewers were right when they said they won't help you with an exchange. I bought a pair of boots a ... This is the last time I'll shop with them. Other reviewers were right when they said they won't help you with an exchange. I bought a pair of boots a size too big for cyber Monday and I wanted to exchange them for a smaller size. That size was not available for exchange but when I checked to see if I could just buy that size on their website for full price, I could. I talked to customer service and they said it was, in fact, available. When I asked to do the exchange they told me that "wasn't possible" because that size was not availabe. SUCH A SCAM guys. The return options only had 2 sizes available when the main purchase page had EVERY SIZE available. They tried to lie and make up an excuse that there was just one left and I couldn't have it because it was a return and could've been worn? That makes no sense when I could literally just buy it outright which they suggested I do just minutes earlier. I've never had a customer service agent just say, Nope you can't get help getting the size you need. Just go away. SCAMMMMMMMMMM And also the boots are such cheap quality anyway! The bottoms are so slick I'm going to fall down when its wet. Read more

Courtney Miller

★
Boots haven't been delivered and we're sent states away after tracking said they were out for delivery near me.
I ordered one pair of boots for work a week before Black Friday. It's taken way longer than expected to receive them. Days ago, it said my package was... I ordered one pair of boots for work a week before Black Friday. It's taken way longer than expected to receive them. Days ago, it said my package was out for delivery near my house but was never delivered. Tracking updated saying my package was delayed. Then I check it again and it was sent STATES away from me for no reason what so ever. And now it's been sitting there for days, with no update at all. I've never had problems with shipping/tracking like this from any other company. Reading these other reviews makes me wish I did more research before ordering, because now I'm wondering if I'll ever get what I ordered. This whole experience seems like a scam and I'm at a loss for words. I tried reaching out to customer service and every message I left was answered by a bot with “I'm sorry I don't understand that.” I've now sent an email to customer service, but im not expecting much back considering everything I've dealt with for this order so far. I Will NEVER order from this company again. Don't order from this website unless you want to wait weeks for something you're not even sure will end up being delivered with no updates in between. I'm scared they're going to take my money and I'm going to get nothing in return. This company is shady. Read more

Candy

★★★★★
Fast delivery. Efficient return service
Fast delivery Good quality products Fantastic and super fast return service Great choice of products... Fast delivery Good quality products Fantastic and super fast return service Great choice of products Read more

Rita

★
A scam of a company
A scam of a company. This company owe me a refund for 2 pairs of shoes. I ordered the shoes which arrived straight away. However, they are poor qualit... A scam of a company. This company owe me a refund for 2 pairs of shoes. I ordered the shoes which arrived straight away. However, they are poor quality . When I tried to email them for a return label my emails were ignored. After numerous emails they finally sent the label. The products have been returned but I have not been refunded. I have emailed over 20 times , my emails are either ignored or I receive one line fobbing me off and telling me it is being dealt with. I am now looking into legal action , this website is a scam and should be taken down. Read more

Mrs Vicky Mcneil

★
A sham of a company
A sham of a company. I pre-ordered a pair of shoes, waited over a month for them to arrive, and received the wrong shoes. When I asked them to replace... A sham of a company. I pre-ordered a pair of shoes, waited over a month for them to arrive, and received the wrong shoes. When I asked them to replace the shoes with the ones that I had prepaid for, they told me that wasn't an option and that they wouldn't refund me until the incorrect shoes had been returned. I had to drive out of my way to find a return spot so it ended up causing me time and gas to correct their error. Customer service was a joke. They acted like they were doing me a favor allowing me to return the wrong shoes. Also, the shoes that I did get were very poorly made. Just don't buy from Steve Madden Read more

Jessica Jolly

★
Absolutely terrible customer service
Absolutely terrible customer service I will never buy off these directly ever again... you get no response personally by email its automated it takes ... Absolutely terrible customer service I will never buy off these directly ever again... you get no response personally by email its automated it takes over a week plus to arrange a return I sent 15 emails before getting return label and now trying to follow up the return I am getting no responses other then automated responses not even answering to what I have wrote...makes me so mad and terrible service...do not buy directly from this company Read more

Cath Duckworth

★
Disgusting customer service!!!
Disgusting customer service!!! I bought a pair of shoes in the store and I love them, but I'm going to return them. I ordered another pair online and ... Disgusting customer service!!! I bought a pair of shoes in the store and I love them, but I'm going to return them. I ordered another pair online and after waiting 3 days for a shipping confirmation, nothing, so I sent an email. It says they respond within 6 hours, but again nothing. I called customer service and spoke with some guy who wouldn't even respond to my questions so after 30 minutes I asked to speak with a Manager. He got me a supervisor who couldn't do anything. I finally got a manager, they said the shoes shipped today. Again, where is my shipping confirmation??? I told them that they better find a way to get the order back or I'll call the bank and complain that they stole my money Don't shop at Steve Madden Read more

Debbie Schultz

★
Bought boots in Melbourne which are...
Bought boots in Melbourne which are faulty. I live in NZ. Wore them once in NZ and they are faulty - started peeling. I contacted their customer servi... Bought boots in Melbourne which are faulty. I live in NZ. Wore them once in NZ and they are faulty - started peeling. I contacted their customer service centre who repeatedly tell me to return them to where I bought them from despite me REPEATEDLY telling then it's another country and I can't. Apparently the Consumer Guarantees Act has no meaning to them and they don't care about their faulty product. I'm not asking for the moon and stars...just some boots which are not faulty. Read more

Jaki Dwight

★
- 0 points to costumer service
- Did not receive email with confirmation after I ordered. - Shoe sizes were completely off. - Costumer service promised free return and then took it ... - Did not receive email with confirmation after I ordered. - Shoe sizes were completely off. - Costumer service promised free return and then took it back. - Had to pay 36£ to return the shoes. - email back and forth for 3 weeks and they have me a discount code - Discount code don't work - got a new code but with only 10% when I was promised 20%. Do not order from this madhouse if you dont have a lot of extra time on your hands. Read more

Anna

★
Size of the shoes were way off, customer service didn't care
Size of the shoes were way off. The shipping cost of the return was almost the same price as the shoes. I contacted support and was told 'tough luck'.... Size of the shoes were way off. The shipping cost of the return was almost the same price as the shoes. I contacted support and was told 'tough luck'. I now have a pair of shoes that do not fit and it is cost prohibitive to return them. Customer service literally didn't care, so they are obviously dealing with this type of complaint on a daily basis. Vote with your feet and shop elsewhere. Read more

Jabloogan

★
Poor customer service
Poor customer service, I ordered one size bag and was faulty on arrival. I sent several emails to request for return slips but the team kept requestin... Poor customer service, I ordered one size bag and was faulty on arrival. I sent several emails to request for return slips but the team kept requesting for item number bla blah blah but refused to send me return slip. They are scam!! Read more

Abiodun Onakoya

★
Scammers
Worst customer service experience, do not recommend at all! Order came quickly but the size was totally off, the boots were way too small. Emailed the... Worst customer service experience, do not recommend at all! Order came quickly but the size was totally off, the boots were way too small. Emailed their customer service for my free return label, gave them all of the information required and every single time they reply, they ask for the same exact information! It's been over 2 weeks of back and forth, getting no where. Absolute scam! They won't let you return even though they have free returns advertised. Avoid at all costs. Read more

Shann

★
Don't buy !
Don't buy !! I bought a pair of trainers from their UK site, paid in GBP however when I had to return them as they were too small I had to send it to ... Don't buy !! I bought a pair of trainers from their UK site, paid in GBP however when I had to return them as they were too small I had to send it to the Netherlands at my own expense. I tried to argue that since I bought from a UK site the return should also be within the UK but they don't care, never again. Read more

Nili

★
THE WORST CUSTOMER SERVICE EVER!!
THE WORST CUSTOMER SERVICE EVER!!! Returned boots as directed, they reached the destination and we're returned straight back without even opening the ... THE WORST CUSTOMER SERVICE EVER!!! Returned boots as directed, they reached the destination and we're returned straight back without even opening the packaging. You can't return to a shop as the only one in UK do not take returns. As soon as I even ordered I wanted to cancel so I'd emailed straight away, no reply. Emailed numerous times since, no response. I tried emailing the eu branch also they said they can't help. Tried Facebook messenger they said they only cover US. Tried Twitter no response. DO NOT BUY FROM THIS COMPANY!!! Read more

Louise

★
The worst experience
The worst experience. Do not order from them unless you are 200% you will not need to return your order. They claim on the website that returns are fr... The worst experience. Do not order from them unless you are 200% you will not need to return your order. They claim on the website that returns are free but don't provide a way to return the order free of charge. I have contacted their customer service a first time to understand how to return the order, no reply. I decided to pay for the return as I didn't want to lose the total amount of the order. The order was returned over a month ago with proof of delivery but I still haven't received a refund. I tried to contact the customer service a few more times, no answer!!! Read more

Alexia

★
They don't respond
I have ordered the shoes with the understanding that the returns are free (as their website states). Now they didn't fit me and in the box there's a l... I have ordered the shoes with the understanding that the returns are free (as their website states). Now they didn't fit me and in the box there's a label that says I have to pay for the return shipment with no refund for it. I have contacted the company via email and their FB account, it's been almost 2 weeks now. Still no reply. Read more

Zvezdochka Zvezdochka

★
I have emailed the company twice to...
I have emailed the company twice to return some boots that aren't the correct size. I bought them under the understanding I had free returns . The com... I have emailed the company twice to return some boots that aren't the correct size. I bought them under the understanding I had free returns . The company haven't responded and returns are going to cost me a fortune! I worry I will even get my refund and how I will contact the company if I have more ongoing queries . Very disappointed Read more

P k

★
Never buy Steve Madden!
Never buy Steve Madden! I bought a pair of Sandals on Steve Madden. I am always size 9. So, I decided to buy another pair of sandals with the same siz... Never buy Steve Madden! I bought a pair of Sandals on Steve Madden. I am always size 9. So, I decided to buy another pair of sandals with the same size. But these sandals didn't fit me, they were to small.Because I buy them onsale. I can't return or change the size of the sandals. I believe that the policy of this company. It's only interested in selling. But they don't care about their costumers. Please be careful when you buy in stores like these one. STAY AWAY. Read more

Ivone

★
Just stick to DSW
I always loved Steve Madden shoes so I thought, why not order right from the source? Big mistake. Of five orders over the past 3 months I've received ... I always loved Steve Madden shoes so I thought, why not order right from the source? Big mistake. Of five orders over the past 3 months I've received three, two were perfectly fine, the other I WOULD return if they hadn't been marked final sale for reasons their customer service team can't or won't explain. Their policy says that only clearance items are final sale, and while these particular shoes are on sale now, they weren't when I got them. I've never heard of the current price of an item applying to a return request when the customer has proof of purchase. The other two pairs of shoes have been on their way (supposedly) for almost two months now, and one has taken so long to arrive that it's actually past their return window. I've bought from Etsy sellers on other continents who had better fulfillment. Read more

Deanna Campbell

★
Doesn't Make Customers Happy
Purchased a shoe at 50% off and wanted to return it due to fit. Was told it was Final Sale. I would NEVER purchase a FINAL SALE shoe until I knew it f... Purchased a shoe at 50% off and wanted to return it due to fit. Was told it was Final Sale. I would NEVER purchase a FINAL SALE shoe until I knew it fit properly. Was told they would give me 20% of the retail price. Oh my gosh, the shoe isn't even a week old, and there was nothing indicating it was FINAL SALE when I bought the shoe. Furthermore I was on hold 20 minutes before a customer service rep answered. This company does not care about their customers or keeping them as a customer. There are other places to buy shoes, Goodbye Steve Madden Shoes. DO NOT ORDER FROM THIS COMPANY!!!!!!! Read more

Andi Miller Hyman

★
Are they based in China?
If you are okay with paying overnight and receiving your shoe 5 days later, or the fact that you want to return them but their customer service is tra... If you are okay with paying overnight and receiving your shoe 5 days later, or the fact that you want to return them but their customer service is tragic at best, go ahead. Waste your money kids. I guess I'll have to sell them, since it's impossible to return anything. Read more

Zaimah

★★
Stop ordering from Stevemadden.com!!!
I ordered a pair of heels from SM website, and they did arrive in a couple days. But when I went to try them on, left side was a 6 and right side was ... I ordered a pair of heels from SM website, and they did arrive in a couple days. But when I went to try them on, left side was a 6 and right side was a 6.5! How does this even happen anymore? So I contacted customer service through chat, fast response and they offered to send a replacement and provide a return label for the wrong ones. Cool. First pair took a couple days.... replacement pair has been close to 2 weeks! I received a FedEx tracking but they never scanned the box so no update on tracking. Now I contact SM for the 3rd time to only tell me, "oops, you're right. Seems fedex never scanned the box and the package might be lost" HAHA! lost. Total joke. Their solution, we will let another department know so they can find another pair and expedite but you'll have to wait more days to get it by email. To the person who manages customer service, warehouse packaging, and shipment facilities......you need to supervise and perform quality checks on your staff. They're doing a terrible job and the bad reviews will only keep coming. It's sad because my claim all started by your staff being negligent, yet I'm the one that suffers. Pathetic management. Read more

Victoria Delgado

★
How did they even make it past quality control? ...
I was so excited to open my mail when my order arrived from Steve Madden. I ordered 2 pairs of shoes ans 2 handbags. When I opened the box I thought m... I was so excited to open my mail when my order arrived from Steve Madden. I ordered 2 pairs of shoes ans 2 handbags. When I opened the box I thought maybe wish.com shipped me something in a Steve madden box. The handbags looked like they were made on the way over, covered in glue and string. The shoes were so small and had glue on them as well. I was ultimately left baffled. I called CS immediately and was met with the most uncaring support. The agent could have cared less, never apologized just said ok I will ship you a return label. Then I guess I will send you the items. I still have never received a confirmation that they are resenting me the handbags. The shoes will have to go back as well. AM I IN THE TWILIGHT ZONE?! Since Steve Madden is such a well known, "high end" brand, I assumed the service and products would match. I receive better customer service from my corner gas station. NEVER AGAIN. someone needs to get in there and do some major damage control. Read more

Ashley Montero

★
Foolish Return Policy...
Put a pair of shoes on hold at a store, went to pick them up. It was my fault that I didn't check to make sure they had put aside the right pair, whic... Put a pair of shoes on hold at a store, went to pick them up. It was my fault that I didn't check to make sure they had put aside the right pair, which it was not. I wanted a pair of leather sandals but was sold a pu pair. The pair I got is on sale, so when I returned them I had to get a store credit no problem. I've been checking 3 different locations for the past month, they no longer have any sizes in anything! At this point I was willing to take anything I just want some sandals!! But you have nothing in my size! Maybe you need to realign your policies to allow customers to order from online, using their store credits! It's now almost the end of July, but when am I going to be able to buy a pair of sandals in store with this credit? In the fall when summer is done? This is maybe the 3rd purchase I've ever made from this company, I never had to return anything before. Now that I know that their policy.... never again! You have my money and theirs nothing I can do. Smh. Read more

Mesha H