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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

    • 90 total complaints in the last 3 years.
    • 27 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:05/25/2023

      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.
      To whom it may concern,On Saturday, May 20, 2023 my daughter went into Steve Madden shoe store at the ****************** (********) She tried on a pair of shoes that she liked, but they didnt have her size. They told her that they will be able to order the shoes in her size. And they did. They shoes were received on 5/23/2023. She worked late that day and did not have the opportunity to open the box.The next day she open the box and was extremely disappointed how these shoes came. As you can see from the pictures sent to you, they were clearly not wrapped like new shoes should be in the box. They were dirty on top and on the bottom, they looked like as if someone wore them and then returned to the store. My daughter was very upset over this and was not able to make the phone call to SM store because she was very distraught because they were purchased for a very important event. I took it upon myself to make the phone call to SM shoe store. First, I spoke to a sales person which was very nice. (I wish I took a name but I forgot to)I told her the situation and that my daughter wanted a replacement, but also ask a question which was will my daughter be able to get a refund? So she put me on the phone with the manager.The manager gets on the phone and states very rudely and disrespectful Whats the issue! Instead of saying this is ***** how can I help you? She answered like she did not want to be bothered. I told her the issue and explained that my daughter wanted a replacement. She proceeded to say we dont do refunds. I told her that we do not want a refund we want a replacement. Of course I was a little bit upset myself, for the way she answered the phone. She did not want to hear it and told me that she wasnt going to deal with me any longer. She proceeded to accuse my daughter of wearing the shoes and they do not do refunds. I told her how could she have worn the shoes when she just got them? She didnt want to hear anything I had to say, and told me that I had to contact Steven Madden customer service. And continued to say that she was not going to help me any longer. She also told me that I was disrespectful. How was I disrespectful when she was the one that answered the phone rudely and accused my daughter of wearing the shoes when her event didnt even come up yet. How can you treat customers like this? Not nice at all. At this point my daughter doesnt want the replacement shoes anymore. She wants a refund. Can you please help us with this situation? I really do appreciate your time. (All information is attached)

      Customer Answer

      Date: 05/30/2023

      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:05/23/2023

      Type:Customer Service 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.
      My mom gifted me a Steve Madden ******* bag from TJMaxx a couple months ago for $34.99 plus tax. I was in Target last month and the metal piece on the right side of the bag (looking from the back) came off. My bag flew off my shoulder. I couldnt find the metal piece. I reached out to their customer service about this issue and a week went by after I sent them over requested photos and nobody got back to me. I used their chat service today and was told Im s*** out of luck basically and I have to take my bag to a local repair store and spend more money to get this fixed.Literally all Im missing is the metal hook so I can latch the strap on. Nobody cares enough to help. Im so upset.

      Business Response

      Date: 05/23/2023

      Spoke with the customer today on 5/23/23 and they will go to the nearest Steve Madden location to process a damage exchange for the same item and color.  Customer was satisfied with the resolution.  Thank you.

      Customer Answer

      Date: 05/23/2023

      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:05/08/2023

      Type:Customer Service 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.
      These were slip on sliders, no leather not even plastic these are some painted on crackled off cover on fabric. The worst made junk. The sole flat heel falling apart and no traction I cant believe these Steve Madden is attached to these garbage trash shoes shoes. I am so upset I want a replacement my mother is angry as well. I am so embarrassed and disgusted. My other Steve Madden shoes were quality what type of greed he tuned into a lowlife to place this on market with his name. Absolutely a ***** and should be ashamed.

      Business Response

      Date: 05/10/2023

      We contacted the customer regarding her claim, however the customer stated she discarded the shoes and does not have any proof of purchase.  We also cannot confirm these are a Steve Madden style and cannot see any defects in the picture attached.  Unfortunately we were not able to resolve this claim, as the customer disconnected our call when we tried to assist her.  Thank you 

    • Initial Complaint

      Date:05/01/2023

      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.
      Ordered three pairs of shoes. Never received them. Waited a few days before I reached out. Once I did I never heard from starve Madden. I reached out again and was told it says delivered to the same address as your past orders. I reached out a third time was told they would contact the delivery company and get back to me. That was over a month ago. They are not looking to resolve anything with me. Which is disappointing because I love the brand.

      Customer Answer

      Date: 05/02/2023

      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:04/03/2023

      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 ordered three pairs of shoes that were shipped separately- two in one package and one on its own. The package with two shoes contained the **** boots in 7.5 and the Vakay boots in size 7. My package was marked as delivered and I even got an email saying it was delivered but they must have been misplaced or something must have happened to them as I never got them. I contacted their customer support the day it was supposed to be delivered and several times after regarding this and Steve Madden has only been sending me back and forth with no help. This is really disappointing as I do love how their shoes fit but their customer service is enough to make me not order again from their website.

      Customer Answer

      Date: 04/04/2023

      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:03/24/2023

      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 ordered womens sneakers size 7.5 posession in tan and black on 3/20/23. Order NO. **** #*******. I received a ***** package on my door Wednesday 3/22/23 and a notification that my package was delivered. I opened the package to find orange and silver shoes instead. I was advised by customer service I would be issued a new pair asap and have no tracking details available. They advised they will issue me a prepaid label in order to issue a refund but this was not an error on my part so I would like a full refund at this time,

      Business Response

      Date: 04/06/2023

      Hello, 

      Customer has filled a chargeback with her financial institution. We have agreed to the chargeback, therefore, the customer will be reimbursed by her bank. 

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

      Customer Answer

      Date: 04/06/2023

      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:03/23/2023

      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 Purchased 5 items from Steve Madden . One of the Items Wasnt in the Store in My Size , so they Suggested Id Order It . When I get to The counter to Order it The Cashier had Me Give her My Information As Well as Sign an Agreement That I Will get My Items Within 3 days with free Shipping. My Order Never ************** did The Shipping Details. I Purposely went inside the Store to buy exactly what I came there for to Wear to An event if I wanted to wait months for a pair of Shoes I would have just ordered myself online cause Obviously the Cashiers who Work for You guys Cannot be ***************** can Any Agreement made by Steve Madden Employees!

      Business Response

      Date: 03/23/2023

      Hello -- your shoe order was placed in the store at ****************** on 3/17/23.  We are sorry for any miscommunication - but orders take anywhere from **** business days to be delivered.  I have checked on your order today and they are being packed and shipped out today via Fed Ex.  The shoes should arrive early next week. Thank you.

      Customer Answer

      Date: 03/25/2023

      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:03/22/2023

      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 ordered shoes in September 2023 the sole is separating from the heel . Called customer service there is nothing they can do for manufacture defect .

      Business Response

      Date: 03/31/2023

      **************************** has been emailed a pre-paid return label to ship back the defective product in exchange for an online credit for the value of the purchase. The item is completely out of stock, therefore a replacement pair cannot be sent. 

      Thank you,

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

    • Initial Complaint

      Date:03/22/2023

      Type:Sales and Advertising 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.
      False product information. Claiming, stamping and pricing products as true leather products. Quality has gone beyond downhill. People are being charged premium prices for fake materials. Very concerning. **************** confirmed that I would receive real leather on my second pair. I just received the second pair and they are cheap synthetic material that won't last more than 1 wear. NO REAL LEATHER anywhere on this $200 cowboy boot. No retail locations to return in person. I have to drive miles just to return them at a ***** drop off. Gas in *********** costs more for me to continue just driving back and forth for false claims. $15 refunded is ridiculous and 25% off next purchase is silly. People's hard earned money are being taken advantage of. Especially during these times.

      Business Response

      Date: 03/29/2023

      Hello, 

       

      Customer has been contacted and was offered an additional refund which she accepted. The refund was been processed. 

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

      Customer Answer

      Date: 03/30/2023

      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:03/21/2023

      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.
      The shoes are the worst. I have bruises on my toes from wearing them. My feet are sore on the top from the shoe putting so much pressure on that area when I walk. Some of the rhinestones came off & I've only worn them once.I want my money refunded or a credit for the amount I paid for the shoes. I wore these on 3/17 & my toes are still hurting today. I contacted customer ************** weren't helpful at all.

      Business Response

      Date: 03/31/2023

      **************************** has been emailed a pre-paid return label to send back the shoes in exchange for a full refund. 

      Thank you,

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

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

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