Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2023

      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.
      My issue begins last year. In April 2022, I order 3 final sale size 7.5 shoes from Steve Maddens website. I then saw on my invoice later on that what would be arriving to me is one pair thats a size 5.5, and the other two being size 6. I then called customer service to see if any adjustments could be made since I know for a fact I ordered 7.5's. I was told there was nothing to be done and I am now stuck with 3 pairs of final sale shoes that don't fit me or anyone I know(especially considering their shoes run small to begin with). Fast forward to this past weekend, I ordered a pair of regular sale shoes at $95 for a wedding next weekend. Being hyperaware of what I went through last year with Steve Madden, I had checked no exaggeration about 100 times that I had the correct size, a 7.5, in my cart. You could imagine my anger and frustration when I then received an invoice for the shoes in a size 6. I immediately called customer service to which they again told me there is nothing they could do. They told me they couldn't even cancel the order, no more than 5 hours after I placed it. I then spoked again via email with another agent yesterday who told me he can try and put in a request for a cancellation. Had I been told that in my initial call with customer service, 5 hours after my order was placed, I'd imagine there would've been a better chance at it being cancelled, opposed to over *************************************************** The first time around with this company, as frustrating as it was, I let it go at the time. But now with the same exact issue happening again the ONLY other time I ordered from them outside the initial incident, AND their more than horrible customer service, I feel I should be compensated for both issues. Especially considering they were both at the fault of Steve Madden.

      Business Response

      Date: 03/31/2023

      ****************************'s latest order has been canceled, as requested, and the authorization made on her account was voided. We are still in contact with the customer to find a way to make it up for her troubles. 

      Thank you,

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

    • Initial Complaint

      Date:03/03/2023

      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.
      ****#******* 01/25/2023 This was an online order that did not fit. I took it to the **************** store to return on March 1, 2023, only to be told they could not return it as they were a final sale. They were not a final sale when I made the purchase. I am not that consumer because I realize online purchases may not worked out ( fit, etc) so I make sure to pay attention to the policies before committing to a sale. The rep in the store gave the 800 number and advise me to call customer service. I did and was treated rudely. The manager I spoke with told me in a rude and disrespectful tone she would give me a 20% discount towards another purchase upon receiving the shoes. She would not listen to me and talked over me. I do not agree with this as my only option because I paid for the shoes and the "final Sale" was not on the website at the time of my purchase. I would have never buy "Final Sale" because I try to avoid being "locked in" to merchants. Not to mention the fact that a partial discount is absurd. I have never had an issue with ** and would love to continue patronizing SM but customer service has to improve.

      Business Response

      Date: 03/16/2023

      Hello, 

      Customer has returned the merchandise and has been issued a full refund for it today. 

      Thank you,

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

      Customer Answer

      Date: 03/26/2023

      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:02/08/2023

      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 purchased a pair of shoes in January 2022 and have been lightly worn. The sole of the shoe is now lifting and upon review of Steve Madden terms of condition I noticed they stated Steve Madden guarantees against manufacturer's defects. Normal wear and tear does not qualify. If you feel the merchandise is defective and it was purchased from this website please contact us upon contacting customer service I was told there was nothing they could do even though this is clearly a manufacturer defect.

      Business Response

      Date: 02/08/2023

      We have contacted the customer and will allow a one time even exchange for a new pair of the same style, color and size.  Thank you 

    • Initial Complaint

      Date:12/27/2022

      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 have order #******* placed on December 9 2022 with Charlize * *hinestones shoes . Attached order. I did decided to return size 7 of ordered shoes on Dec 25. but I was not able to because this item went on final sale and i can not generate return label. Therefore the item was not on final sale when I purchased it (on December 9th). It went on sale only recently, last week or so. I contacted customer service about that and they declined to send me return label because at this time ( on 25th) it was on already on final sale. My problem I did not bought item on final sale and you can see it from my order details - and I should be able to return it with it 30 days as normal return policy. You can not apply sale backward to items purchased previously. At this moment i need a refund for the item and return label.

      Business Response

      Date: 01/02/2023

      Hello,

      Customer has been emailed a pre-paid return label to ship the product back. 

      Thank you,

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

    • Initial Complaint

      Date:12/21/2022

      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 ordered boots on Oct. 10th from Steve Madden, Order ****#******* , paid $96.10 total including tax & shipping through my PayPal account- and they were delivered on Oct. 16th. I started to notice they were not wearing well. Between Dec. *****th I looked closely at the boots and saw that the left heel/ sole of the boot had completely broken from the actual shoe. I looked on the Steve Madden website which said to contact them if there is a DEFECT in the shoes/boots you purchase from them. I have contacted them via email about 5 times total now and they will not refund or exchange my boots. They say that it is over 60 days and they offered me a 20% coupon on my next purchase. Who purchases 100$ boots and expects them to break apart in 2 months with 0 responsibility from the company?? No one. And neither does any reputable company. Ive had ************* from this company that have lasted YEARS & have never come apart. This is how I know there is a defect in these boots. However, having the company say they will give me 20%off my next purchase is an absolute insult! Return my $ or replace my boots. Thanks.

      Business Response

      Date: 12/29/2022

      Hello,

      Customer was emailed a prepaid return label to ship the defective product back for a refund. 

      Thank you,

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

    • Initial Complaint

      Date:12/20/2022

      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 on 12/13/2022 from Steve Madden. I did a live chat on 12/16/22. On 12/18 I called and was told by an employee that they were not too good shoes. I asked if the shoes could be sent expedited shipping since its the companys responsibility. I got an email saying they couldnt expedite shipping sorry.Now I wont receive the shoes till December 28th that was a Christmas gift. This was my first and last time ordering with Steve Madden. I will never support a company who cant right a wrong. Live chat notes: On Fri, Dec 16 2022, at 05:33 PM, *************************** wrote* **** ** * ****** ** **** *** ** ***** ** ***** *** ****** ****** ********* *** *** ***** *** ****** **** ** ******* ****** ** *** ** **** **** ******* **** *** ** ***** ** ***** *** *************************** ****** * ****** ******** ******** ** *** ******* ** ***** ** **** *** ** ***** ** ***** *** *************************** ****** ** * **** ****** * ***** ** **** *** ** ***** ** ***** *** ****** ****** *** ******* ***** ******** *** ******** ** ****** *** *** ***** ******** ****** *** ** ** ***** *** ******* *** *********** ***** ******* *** *** ******* **** *** ** ***** ** ***** *** *************************** ****** * ** **** *** ** ***** ** ***** *** ****** ****** ***** *** *** ******** *** *** ***** ** ***** **** ***** ******* ***** ** **** * ****** ** **** **** ***** ********** **** *** ** ***** ** ***** *** ****** ****** ** ****** ****** *** ******** *** ** ***** ******* * ** ***** ** ******* **** *** ** ***** ** ***** *** *************************** ****** **** *** ******* ****** ** **** *** ** ***** ** ***** *** ******* *** ****** ****** *** ******** **** ** ********* ***** ** * *** ********** **** *** ** ***** ** ***** *** *************************** ****** * **** **** *** ********* ** **** *** ** ***** ** ***** *** *************************** ****** ***** ******** ** **** *** ** ***** ** ***** *** *************************** ****** * ** ********* **** ** ***** *****

      Business Response

      Date: 12/23/2022

      Hello,

       

      The merchandise was delivered on 12/23 under ***** tracking# ************. We have reached out to the customer and got confirmation that the package has been received.

       

      Thank you

      Steve Madden team

    • Initial Complaint

      Date:12/14/2022

      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 November 25, 2022, I ordered a pair of heels from the Steve Madden website for my law school graduation. They were $40.00, marked down. Nowhere on the page did it say clearance or final sale. My order confirmation did not list them as clearance or final sale. They arrived, did not fit, and ** trying to return them but being told they are final sale and I cant return them. Trying to talk with customer service and being ignored. Upon further investigation, their policy says clearance items end in .99 (my item did not). I would like a refund of the full purchase price and for Steve Madden to update their price advertisements so this stops happening to people.

      Business Response

      Date: 12/15/2022

      Hello, 

      Customer reached out to **************** on the afternoon of 12/13 and she was provided with a pre-paid return label to ship the product back. She returned the item and was already refunded on 12/14. 

      Thank you,

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

    • Initial Complaint

      Date:12/07/2022

      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 #: ******* | Order date: Nov 28, 2022 I ordered the DUKE30 BLACK Color: BLACK Size: 7 and never received my package it was either stolen or misplaced at the wrong address. Steve Madden customer support has been giving me the run around to resolving my issue. Beware when you buy and ************** there is no guarantee that your purchase will be protected by them.

      Business Response

      Date: 12/13/2022

      Hello, 

      Customer has been contacted and she chose to be refunded for the item she never received. A refund has been issued. 

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

    • Initial Complaint

      Date:12/07/2022

      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 11/21/2022 I purchased a pair of boots from Steve Madden at a Black Friday sale price. About a week later I received the complete incorrect shoe. As the *** states, I am not responsible for merchandise sent to me in error and am not obligated to return or pay the item. Though this is all true, I was willing to send the shoes if I received my correct order, however Steven Madden informed me that due to their error the shoes were now sold out and I can not receive them. They are refusing to refund me unless I take time out of my day to return the incorrect shoes that I am not under any obligation to return. I am expecting a full refund of the $69.28 I paid, for the shoes I never received.

      Business Response

      Date: 12/13/2022

      Hello,

      Customer service reached out to the customer offering a replacement pair but in the end, as customer requested, a full refund, to the original method pf payment,  was issued on 12/13/2022.

      Thank you

      Steve Madden team

    • Initial Complaint

      Date:12/02/2022

      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 today December 1st, 2022 for a bag, and my shipping address was messed up upon importing it to their site. I noticed this after I placed the order and after going into the order help section of their website I chose the "Change my shipping address" option. After getting in contact with their "support" team, they informed me that they can't change the shipping address of the order after it has been shipped. Their employee **** said that if I want to return and get a refund on the item I can contact them AFTER I GET THE PACKAGE. This is the part that really got to me because if the package never comes to me how exactly am I supposed to return the item or get a refund? This company is giving me the run around so they can basically steal my money. Steve Madden is a sham company and I haven't been this disgusted with a company ever. Their company may reply to this with "oh get in contact with support" or "support will contact you". But all they are going to do is tell me the same thing and nothing is going to happen because this company can't be held responsible for its UNETHICAL business practices. I want them to fix the shipping address, which is easy considering they are using a Shopify backend for their e-commerce site. Order ****#******* and to whoever gets my package Merry Christmas I guess. Unless they can fix this instead of being to lazy to go into the backend of their site and change it. And if they don't have the code for it I'LL CREATE THE PLUGIN SO YOU CAN DO THIS.

      Business Response

      Date: 12/07/2022

      Hello, 

      Customer's address has been corrected on 12/2 and customer has been sent an email confirmation. The order has been delivered in the meantime to the correct address.

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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.