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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

    • 97 total complaints in the last 3 years.
    • 34 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/23/2025

      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.
      October 8th. Placed order for boots with Steve Madden online: SMUS#******** Fed Ex tracking Tracking ID: ************ Fed Ex never received the package. I called on aprox October 20th and spoke to a customer service agent. He confirmed that the package was never scanned by *****. He told me they would look into it and get back to me. On October 23rd, I followed up by emailing ********************************************************* who claimed the package had been fullfilled on October 13- 10 days ago. I never received the package - nor did I receive any tracking updates to indicate the package was delivered. As previously mentioned, *** Ex claims they did not receive the pacakage from Steve Madden. Please resend the boots.

      Customer Answer

      Date: 10/24/2025

      Better Business Bureau:

       complaint ID ********

      I was able to reach someone via phone. Supposedly they are shipping the boots on October 27th - so the issue will be resolved if we receive them.

      But currently the outcome is unknown - I should follow up next week.

      Sincerely,

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



       


    • Initial Complaint

      Date:09/25/2025

      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.
      Purchased a purse and matching sneakers on 9/17/25. My total was $173.72. The carrier that was used to deliver my items was *****. ***** claimed they delivered to my address which was clearly noted in my delivery details, but the blurry photo wasn't taken in front of my apartment. There are numerous 3-story buildings in my complex with the numbers of the building and the apartment numbers outside each apartment. My delivery was never made to my apartment. I tried sending over 20 emails to Steve Madden and ***** about the issue. All I hear is wait 3 more days, 3 more days! My money didn't take 3 days to be taken from my account! I have the picture that the ***** driver took and a picture of my front door that you will clearly show two different apartments. I just want my money back into my account. This is my 1st time ordering online from Steve Madden and my absolute last! I actually like their sneakers, but their customer is Horrible! I was sent several emails telling me to look all through the neighborhood to find my package! Absolutely Not! It was enough I went up and down my entire 3 story building I reside in to look for my 2 packages. **************** made it seem like it was my fault and I should go **** for my items as if I work for them! Just Horrible! Please sent my money back and don't worry, I won't bother with this company ever again!

      Business Response

      Date: 09/29/2025

      Hello,

      We apologize for all the inconvenience this may have caused. Please note that we have issued a full refund to the original method of payment and also sent you a confirmation email about it. Thank you for your understanding.

      Steve Madden team

      Customer Answer

      Date: 10/01/2025

      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:

      Again, I have asked for a full refund for the purse and the shoes. The Company Steve Madden took it upon itself to mention refunding me for only the purse, which I haven't received yet and sent me another pair of shoes! Unacceptable! I just want my full refund for the two items that I never initially received in the first place. This company is playing games is is really unprofessional to the upmost! 

       

       

       

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


      Sincerely,

      *** *****




       

      Business Response

      Date: 10/01/2025

      Hello,

      We would like to inform you that a full refund, for both items, was processed on 9/29/2025 to the original method of payment. Please allow 3-5 business days for the amount to reflect. 
      Thank you for your understanding.

      Steve Madden team

    • Initial Complaint

      Date:09/24/2025

      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.
      On 9/4 a pair of 210$ boots I ordered from Steve Madden. On 9/7, the package arrived at ***** in **********, ** and was never updated again. Im filing a ***** report so see my grievance there but long story short they say only the shipper can assist me. STEVE MADDEN REFUSES TO REFUND ME?! And they responded so fast obviously no one even tried to get to the bottom of this. So then, ***** whoever is answering me in the most broken English that makes 0 sense and its a nightmare. How can both the shipping company and shipper not help?!

      Business Response

      Date: 09/26/2025

      Hello,

      Thank you for your email confirming you received the boots, we hope you enjoy them. We sincerely apologize for any inconvenience this delay may have caused.

      Steve Madden team

    • Initial Complaint

      Date:09/21/2025

      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 online havent received anything from my order SMUS#******** i contacted them they told me to file a claim but everytime i try to file a claim it says error submitting the return and *** tried so many times im providing proof of that i am requesting a full refund

      Business Response

      Date: 09/22/2025

      Hello,

      We're sorry to hear about that. We have sent you a confirmation email in regard to this investigation. Please reply to it and let us know if you have other questions.

      Thank you

      Steve Madden team

    • Initial Complaint

      Date:09/15/2025

      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.
      I made an online purchase with Steve Madden(SM) on Sept 11, 2025. However, the item purchased was delivered to the wrong address. I immediately contacted Steve Madden (SM) on Monday, September 15th to let them know it's showing delivered, but that's not my address. *********, the *** I was communicating with instructed me to follow the 3 steps and I did. One of them was acknowledging that no one at that address was a friend/relative, and I confirmed "no". My daughter drove to the location and with caution looked over their gate to see if the package was there, she called and told me no. I relayed both of this back to ********* via email. I then myself drove to the location and rung the bell. A lady answered, I showed the notification on my phone that a package belonging to me was delivered. I stayed on her porch, she asked someone else in the house if they received a package they both stated "no". I went through ****** as my payment option and the first initial payment of $40.11 was due in order to proceed, and that payment was deducted from my debit card ending in 2619. I'd like to receive the ***** ***** Cowprint size 6.5 before the next payment is due which is on Sept 29th in the same amount of $40.11 or refund me the first payment and cancel the order. The total which includes S/H is $160.45

      Business Response

      Date: 09/22/2025

      Hello,

      Customer has been refunded in full. 

      Thank you,

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

    • Initial Complaint

      Date:09/02/2025

      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 made a purchase on Wednesday 8/27 at 3:11pm EST and paid for upgraded, 2 Day shipping. I understand I missed the window to order before 1pm, so I assumed the order would be processed the following day to then ship out by Friday 8/29. With 2 day shipping I expected to receive the order by Tuesday 9/2, maybe Wednesday 9/3 at the very latest. I received confirmation today that my partial order was just processed and wont receive the order until Thursday 9/4. Part of the order I still dont have any shipping confirmation or details on. I reached out to Steve Madden customer service to explain the situation. Had I known it would take this long for processing and shipping, I would not have paid the additional $18.00 for shipping. I needed the items before leaving for a trip and they will now be delivered while Im not home. I requested a refund of the expedited shipping and was told that Thursday falls within the 2-3 day shipping policy. They falsely advertise 2 day shipping during the check out process because after going on and reading their shipping policy online, its actually 2-3 business days. My order is taking 5+ business days, depending on when the rest of my order ships. I would like to be refunded the $18.00 I paid for expedited shipping charges.

      Business Response

      Date: 09/12/2025

      Hello, 

      Customer has been refunded the expedited shipping fee. 

      Thank you,

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

    • Initial Complaint

      Date:06/01/2025

      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 a pair of shoes they already seemed worn but I was in a rush and they did not have another pair. I ended up buying a different pair of shoes because I found a better shoe somewhere else and I didnt want to keep the shoe of the condition they were in

      Business Response

      Date: 06/09/2025

      We have contacted the customer and will try our best to resolve within company policy.  Thank you  

    • Initial Complaint

      Date:05/25/2025

      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.
      i placed an order with this company never recieved it and they have been refusing to help me.

      Business Response

      Date: 06/06/2025

      Hello,

      Customer has been refunded. 

      Thank you,

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

    • Initial Complaint

      Date:05/06/2025

      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.
      Made a in store order due to item not being in stock, was told proceeds would take 2-3 business days, 10 days later no update on item , called customer service and been getting the run around on either receiving my item or getting a refund since I never received my item.

      Business Response

      Date: 05/07/2025

      Hello, thank you for bringing this to our attention.  We have been transitioning to a new register system in our stores and this did cause slight delays in shipping orders placed in stores.  I am happy to advise that your shoes are being shipped out today via *** Ex from a *** location -- you should receive your order tomorrow or Friday at the latest.  Thank you for your patience and we hope you enjoy your new shoes.   

    • Initial Complaint

      Date:03/26/2025

      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.
      My order number is *******. I placed an order in February for white shoes for my wedding. However I did not realize they were on back order. They wont ship until the end of July. They are for my wedding which is in May. They will not let me cancel them. Because they were ordered more than two hours ago. Why should I have to wait for them to ship to me to return them?! Thats just them counting on me not wanting to be bothered with the hassle or returning them and keep them. And it be one thing if they were already shipped ITS MARCH. they wont ship until July. That means they havent even been made yet and they dont want to cancel the order. To deliberately be difficult. CANCEL THE FRIGGIN ORDER AND GIVE ME MY MOBRY BACK

      Business Response

      Date: 03/27/2025

      We are sorry for any miscommunication - but your order has been canceled and your money has been refunded to the original form of payment.  Thank you.

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

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