Steve Madden

"H, has the worst customer service that I’ve received in years. I called Monday for help placing an order. He placed me on hold several times. I assume he was working alone. At one point he wasn’t answering the phone. I was finally able to place my order late afternoon. I’ve been monitoring the FedEx website for a few days. It keeps saying label created. I called the store this morning to speak with someone. Omg! I got H again. He advised that there’s a shipping issue with FedEx with outgoing packages. It would have been nice to know Monday before ordering. I asked for a refund. He told me no because item was on clearance. Now how fair is that when you never shipped it out or called to say there’s an issue. Moral of the story … H has poor customer service skills and problem solving skills. He lacks empathy. He needs training badly. He also tells other customers business over the phone. I don’t care that a lady is giving you a hard time and that you have to call security over a broken shoe. At this point when in Miami, don’t shop here. Nightmare."

"I never write bad reviews but this interaction just left me with a bad taste in my mouth. Last week I bought some boots from this location for the Black Friday sale. I spent over $150. I wore one of the pairs around my house to break them in however I realized they were just one size too small. I went back today to exchange them for a larger size only to be told they were un-sellable due to the wear on the bottoms of the shoe. The employee said she “could not sell $100 shoes in this condition”. I understand where the girls were coming from but these shoes are still in perfect condition. No damage or wear to the leather and the bottoms are not as bad as they made them out to be. If these are $100 shoes I can argue why are they wearing down after just one wear around my house? The manager didn’t even have the grace to tell me this herself, she sent one of her employees. There was no effort to compromise with me or find a solution. For the price they sell their shoes at you would think they would have great service, but this is not the case."

"Shocking experience with manager. They were treating their staff in a very inhumane manner, very disrespectful talking to them like if they were dumb and didn’t know anything. We were told there was a sale for buy one get another one 50% off but we were never told some shoes that had a “red dot” were not included in the sale, we were told that at the cashier, the manager came up to the counter as her staff was asking her a question and we saw the manager treat her in a VERY rude manner, speaking to her like if she was dumb. We were leaving the store and overheard the manager say “i told her about the red dots” when in fact she didn’t mention ANYTHING to us. VERY VERY DISAPPOINTED. All the other staff, the young girls were extremely sweet, great customer service except their manager, HORRIBLE."

"I bought pretty but the most uncomfortable shoes at Steve Madden store. I tried to wear them once and had to take them off after two hours because the shoes caused very painful blister on my feet. I asked the advisor during the initial purchase about the return policy. I was told I have 30 days. I did come within that period but was declined return or store credit due to the fact I have worn the shoes. I understand that, however I brought the shoes in perfect condition. The advisor picked on the sole condition which in my opinion looks just like a brand new shoe. I was told those shoes cannot be resold again. I’ve worked in retail myself and this is a joke. Never buying from that retailer again."