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Business Profile

Retail Shoes

Steve Madden, Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Steve Madden, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Steve Madden, Ltd. has 18 locations, listed below.

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    Customer Complaints Summary

    • 89 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 10/7 for a wedding Ill be attending abroad on 10/15. I would Expect my order to be processed within a day or so. The website states that standard shipping is 3-7 business days. Day 3 my order hasnt even been processed yet. I tried Contacting Steve Madden multiple times for an update even a refund and I was Denied any help by this company. I was Told to order them again and pay for faster shipping and then I could Get them possibly? Their customer service team is awful and no help. I keep Asking for the status and no one tells me anything. Here I am Days away from leaving for my trip and no one can tell me anything.

      Business Response

      Date: 10/21/2024

      Hello,

      The merchandise was delivered and the customer confirmed they received it.

      Thank you

      Steve Madden team

    • Initial Complaint

      Date:09/05/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number SMUS#******* has been a disaster since it was placed ********* First they were delivered to the incorrect address and I was not able to retrieve them from the address that it was delivered to. Once they finally arrived i was so happy with my purchase and was finally able to use them for my trip abroad. I used them TWICE and they were hanging by a thread when moments later they snapped! SO disappointed in the quality since i have been a loyal customer for years and have raved about the brand to all my friends and family. i really love these sandals and would sincerely hope this is just a fluke since only the left sandal had the issue! kindly provide a replacement.

      Business Response

      Date: 09/05/2024

      The customer has been contacted by our corporate office and we will resolve the claim.  Thank you

    • Initial Complaint

      Date:09/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought Madden Boots for my daughter for school. She wore the boots FOUR times. On the morning of the 4th time, the boots broke so badly, she fell off the bus and twisted her ankle and hurt her arm!These boots were only worn to school and home! Journey's where they were purchased is only offering is to return them for a refund, leaving my daughter without school shoes; however, this is a serious matter and should be looked into before someone is hurt worse!

      Business Response

      Date: 09/04/2024

      We have contacted the customer and resolved the claim.  Thank you

    • Initial Complaint

      Date:08/20/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered and paid for a product by Steve Madden. Three weeks later it still hadn't arrived. Contacted Steve Madden and after four attempts was told the parcel was sent back undeliverable by Canada Post. However, I spoke with ****************** in person and was told that Steve Madden recalled the parcel because they had sent the wrong item. Steve Madden did not notify me that I would not receive the parcel and did not offer a refund in a timely way. They only offered to refund me after my 4th attempt to find out what happened to the parcel, and that was only after I had to cancel the order myself. I feel that if I had not been persistent, I would never have been told what happened to my order, and I would have been out of luck. I have been trying to explain my concern about this three times without a satisfactory response by the company.

      Business Response

      Date: 08/28/2024

      Hello,

      Customer had been issued a full refund back to the original method of payment for the order she never received on August 13th. We have also reached out to her and confirmed the refund was issued.  

      Thank you,
      Steve Madden **************** Team

    • Initial Complaint

      Date:08/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ************* was supposed to send me some clothing items they slow played they wouldn't give me tracking orders they are still slow playing in there and they're not they just don't look legit they're they're riding their everything about him is wrong My mistake but then you reported and I would like to be refunded but I know that's probably not going to happen but they need to be taken out so they can't do this other people

      Business Response

      Date: 08/16/2024

      We have contacted the customer and it seems that the customer purchased items from a fraudulent website, which was definitely not ***************.  We also searched our online order history and there are no orders for this customer, with their name, address or email.  We are happy to assist in any orders the customer would like to place on ******************************************.com.  Thank you.

    • Initial Complaint

      Date:08/01/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Steve Madden posted a give away on TikTok about three days ago that stated if you had no likes on a comment AT 11:59 EST you would receive PR. Next, they posted a tik tok stating,every single person with 0 likes will get a pr package. They then decided instead of honoring this to blame technical limitations and did not give everyone what they had won, including myself. By entering in a giveaway you agree to the stated terms and conditions, a company can not alter them as you did not agree to these terms. I would like to receive what I won and will be submitting my proof. I have another video I can send but the format is not supported here.

      Business Response

      Date: 08/07/2024

      Thank you for contacting Steve Madden. We are happy we were able to resolve your claim.

      Customer Answer

      Date: 08/07/2024

      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:

      They have not sent anything out. I have sent my information and am waiting on a response/tracking number.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***************************




       

      Business Response

      Date: 08/15/2024

      Thank you for your follow up. We can confirm that your product has been delivered. Thank you for contacting Steve Madden and we are happy we were able to resolve your claim. 

      Customer Answer

      Date: 08/16/2024

      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

      Date:07/11/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After watching ***************************** on Tik Tok, I purchased a pair of sandals from Steve Madden. I loved the sandals but after a month of wearing them. The lock on the shoe broke off and as you could see they were just bought June 8th, 2024. I need your help in resolving this matter. I would like a refund or a new pair of shoes. There's no way my shoes should be damaged this soon.

      Business Response

      Date: 07/24/2024

      Hello, 

      The customer has been sent a replacement pair. 

      Thank you,
      Steve Madden **************** Team

       

       

    • Initial Complaint

      Date:04/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased these shoes 6 months ago. Last month I noticed they were starting to come apart at the sole. I only wear them every once in a while because they are one of my favorite pairs and I treat them really nicely. However, every time I put them on they come apart a little more. At this point today, one shoe is practically completely detached from the sole. so of course I have to stop wearing them. I don't think this is good business or fair. Your brand is a brand that I expect good quality things from and I typically love your products. I am not happy with this and would like to be compensated.

      Business Response

      Date: 04/23/2024

      We have contacted the customer and will resolve her claim within Steve Madden policies and procedures.  Thank you.

      Customer Answer

      Date: 05/02/2024

      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

      Date:04/16/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with steve madden order # ******* for a Raffia bag that was never delivered to me. I called Steve madden customer service April 11th to let them know ***** left my package outside in a public area and never delivered my package inside my building. I was advised an investigation would be open and have gotten the run around ever since.

      Business Response

      Date: 04/19/2024

      Hello, 

      Customer has been refunded for the item she never received. She was also provided with a confirmation of the refund. 

      Thank you,

      Steve Madden **************** Team

      Customer Answer

      Date: 04/19/2024

      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

      Date:04/15/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/14/24 I made a purchase from Steve Madden (#SMUS#*******) utilizing a 20% discount. On 3/17, a new promotion for Friends and Family was advertised, offering 30% off. I noticed my order had not shipped yet, so I sent an email requesting if they could provide me with the additional 10%. Since the representative could not locate the code on her side, she did not provide it to me. On 3/25 I called and spoke with ******* and was able to provide her with the 30% off code and explain the entire situation and she said she would process the adjustment, but explained it would take up to 10-days. On April 10th when I still had not seen the adjustment, I called back and spoke with *****, who profusely apologized and said this would be remedied this evening. Once again, nothing. Finally called 4/12 and asked for a manager and spoke with *******. Again he apologized for the situation and kept me on the phone while he said he was processing the adjustment. He said I should see this on my end in the next 15 minutes, along with receiving a confirmation from their company. As of today I still have yet to receive anything.

      Business Response

      Date: 04/19/2024

      Hello, 

      Customer has been refunded the requested amount during the conversation with *******, on 4/12. We have reached out to her and provided the details of the refund. 

      Thank you,

      Steve Madden **************** Team

      Customer Answer

      Date: 04/24/2024

      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,

      *************************



       

    Steve Madden, Ltd. is NOT a BBB Accredited Business.

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