Steven Madden Reviews 337

Since complaing to these idiots yesterday and waiting whole month for my trainers they now came back with there out of stick magically no it's because I wrote arsy email back complaint that's why customer service worst ever don't no how they sell anything Delivery terrible absolute wa*k company to deal with don't waste your time they fob u of every week with same bullshi*

Purchased the Jones Black leather Chelsea style front zip boot online December 7th, 2024. I called customer service before placing the online order to confirm shipping method as Canada Post (CP) is on strike. Was confirmed shipping is with FedEx during CP strike. Several days later, having not received any confirmation with a tracking number, I logged into SM website. Order is still showing as unfulfilled. Emailed with Luke in customer service…very passive aggressive and condensing while providing zero assistance or explanation other than offering to cancel my order. Called customer service next day and spoke with Tania or Tanya. While she was polite, she shared it would most likely be a MINIMUM of 10 business days before my item MIGHT enter into shipment and a tracking number provided. It would then be shipped with FedEx unless the Canada Post strike was over and subject to whatever shipping timeframe was taking place with the selected vendor.
This is a company that takes your money and doesn’t provide the product or service they are advertising. Customer Service offers no service or solutions and in fact, put up barriers to paying customers receiving solutions.
Do not purchase online from Steve Madden Canada.

DO NOT ORDER FROM HERE. My order has been stuck at the "confirmed" stage for 22 DAYS, and I had to reach out to customer service myself to find out that the wedding shoes I purchased were out of stock. They never even notified me.

What kind of company takes your money for items that are unavailable and doesn’t communicate this for over 20 days?

I bought these wedding shoes on Black Friday and now won't get them. If I had known, I could have taken advantage of other Black Friday deals elsewhere. Instead, Steve Madden lacked the basic courtesy to indicate their items were out of stock, leaving me disappointed and out of options. Unacceptable.

I have been trying to get answers about an order placed on December 5th ($247.11) for an approximate ship date and all I get is a canned speech. "You will receive an email with tracking when shipped."

Per Steve Madden's shipping information it states "Most orders are shipped within 2 business days after they are placed."

THIS IS THE RESPONSE: Your order is processing, it has been sent to one of our fulfillment locations. Our facility is still in the process of checking the availability of your item. The order may ship in the following business days, or depending on availability, may be redirected to a different fulfillment center. You will receive an email confirmation with the carrier tracking number once your order ships. If we are unable to fulfill your order, you will receive an email notification as well. CHECKING AVAILABILITY? WTF!

I keep getting the same marketing emails/texts advertising the same products as well. So wouldn't you think the products are in stock? Guess not, according to their customer service feedback. Let's sell the stupid consumers something we don't have!

Basically all I get is... We're sorry for the inconvenience. We apologize. ABSOLUTELY NO ANSWERS. This order was a Christmas gift and I have no idea if I'm even going to receive the order.

Everyone is all over social media these days and if anything takes Steve Madden down a notch or two, I'm going to make sure I try to make it happen.

LAST ORDER I EVER PLACE WITH STEVE MADDEN. MARGINAL QUALITY. TERRIBLE CUSTOMER SERVICE!

The fact that all the reviews are pointing to what terrible customer service this company has tells you everything about them! Shame on them and especially misleading customers during the holiday time! I placed an order in their store for a shoe for 35% off. I got no shipment confirmation so called the store and they informed me that the shoe is now on a back order so they have to cancel the order. I was willing to wait as the shoe is available to order but the online customer service informed me they can no longer honor the same price as its a new order! First of all, they charged me and put my order in a limbo and now they will not honor their own stores promotion from just a few days ago. This isn’t a very high end show company and their lack of customer service solidifies that!

Ordered boots online that were in stock and credit card charged. Twelve (12) days after no email communication, II contacted customer service for status. Representative advises it is out of stock. No other company I have ever dealt with has charged me without the product being sent out let alone not having the product and allowing the sale. No courtesy from this Company of letting me know it was never being delivered. Representative and a Supervisor could care less and only OFFERED to cancel my order and reimburse me. So I am out of this money for 2 weeks and need to find another Christmas gift. Unacceptable!

I've ordered through them twice, a year ago and last month. The previous order wasn't shipped after 2 weeks (3-7 business day delivery was promised) so I called them and it turns out that they missed the order and it was never picked. The shoes were nice but it took a month in total to receive them, and I live in the GTA.

My recent order was placed over a week ago and was also 3-7 business day delivery. Today is the 7th business day and they have not arrived - or even been shipped yet. The status is "Preparing Shipment" on Shopify, the same as last time when it was missed. I will have to call them and likely take at least an hour of my time again to find out the issue. Who knows when my order will arrive.

I'm a manager at a retail store and I find the lack of communication and the inaccurate shipping times very frustrating. Why am I paying extra for shipping if it's not arriving when you say it will? If there's an issue then the company should be reaching out to the customer, not the other way around. You would have far fewer negative reviews and angry customers if you communicated clearly and managed people's expectations vs. saying nothing and posting deceiving shipping times.

ordered a pair of trainers from Steve Madden 11 days ago, hoping they would arrive in time for my holiday. Unfortunately, they haven't even been shipped yet, and I leave in two days without my trainers. I have never experienced anything like this before and it’s incredibly frustrating!

I sent an email to customer service and got this response:

Hi,

Thanks for your message.

We are experiencing delays due to increased volume. Our sincere apologies.

Your order will be shipped as soon as possible.

You will receive an email confirmation with the tracking number once your order has shipped.

If we are unable to fulfill your order, you will also receive an email notification.

Kind regards, Mario

This generic reply is not helpful at all. While I understand delays can happen, the lack of clear communication and resolution is unacceptable. I expected better from a reputable brand like Steve Madden.

Will definitely think twice before ordering from them again!

Same issue as a lot of others. Placed an order on Nov 22. Get a shipping notice they have printed a label on Nov 27 to send to Canada Post. Canada Post has been on strike since Nov 15. Customer service replied Dec 3 saying Canada Post had gone on strike unexpectedly.
What an awful company to deal with.

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

I ordered the 'Pia' suede boots in the camel color. I normally wear a size 9-91/2. I ordered a size 9 1/2 to be safe. So glad I did, it runs a bit small. The picture of the suede looks more rugged, my boots look smooth (not as nice as I expected) The shipping was very slow. I placed the order on November 15th, and just received my order today 11/26/24. Not crazy about my purchase.

Customer service is extremely rude and inconsiderate of customers time and money. Was sent the wrong item and have to spend my own money to take a transit to the store to pay money to print a label and waste my day off. Printed the label waited for a bus to Canada post to find out they are on strike. Contact customer service to see if I can ship through fedex they say no and hang up on me 5 times, wasting my time and money. Company is so greedy cares only about profit and not about customer satisfaction.

Having the same issue as many others here - their shipping is a complete and utter scam. Why am I paying $16 for 1-3 day expedited shipping when they can’t even process and fulfill the order within 1-3 days? I placed an order on Tuesday hoping for it to be here by Friday. It is now Thursday and my still order hasn’t even been shipped yet. Complete disregard for their customer’s time and money. Will not be ordering from them again.

I hate writing negative reviews but I have received zero help with my issue. I bought my wife a birthday present ( her birthday on the 16th) on the 8th and paid for 2 day shipping and i understand it’s 2 business days but it’s the 13th and my order hasn’t even shipped yet. You have to download a separate app to see tracking and that doesn’t even work. I’m sure the actual purse is great but if I can’t receive it then what’s the point? And what’s the point of offering expo shipping and not be trusted to deliver and offer no solutions other than wait longer. Terrible logistics and communication.

I will never and I mean NEVER purchase another Steve Madden item. I order a pair of $100 heels. They never did ship them out, but took the money out of my account. I contacted customer service for assistance and the girl was disgustingly rude.

Order never came

I ordered shoes from their app and they never arrived.

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!

Beware I think it's complet scam .
4 days after ordering I try contact customer services ( 7 hours waiting on chat ) Alex wrote that or I will receive order tomorrow or it's out of stock?!?!?!? Complete joke .never again I would not be waisting my time with them .

I am writing to express my deep disappointment with the service I received from Steve Madden regarding my recent preorder experience. I placed an order for a pair of shoes on September 25th, fully expecting that my payment would be processed immediately. However, to my astonishment, I discovered that the actual charge did not occur until October 3, 2024—eight days later. This discrepancy is not only frustrating but also highly inconvenient. If I had known that my payment would be delayed, I would have chosen to forgo the preorder altogether.

I have a receipt clearly indicating my purchase date as September 25th, which only heightens my irritation at this situation. It’s hard to fathom how such an error could occur, leaving me feeling misled and dissatisfied. On top of this, I am now faced with the additional wait time of 3-7 business days to receive my refund, which only compounds my frustration. Based on this experience, I cannot recommend preordering items from Steve Madden. The overall handling of this situation has been far below acceptable standards, and I hope that necessary improvements are made to prevent others from encountering similar issues in the future.

Worst customer service ever!!
Ordered size in store transfer from ither store
Employee made a mistake in size which I noticed later and called myself to make sure the other store would send right size
Took over 2 weeks to receive but there was a fault in shoe
They offer to order from another store in Halifax but I never heard from them again… they have no record of this transfer order which was made in front of me in store
End result: never received notice they have no clue when I call them… shoe is no where to be found
Simply RIDICULOUS!! Never again will I purchase fron SM