Steve Madden Customer Service Issues

Hello, my name is Lativia. I visited your store yesterday and fell in love with your shoes. However, I wear a size 11, and I have noticed that your size 11 shoes run small in most styles. Additionally, I am disappointed that you do not offer women's shoes in sizes larger than 11. I believe there should be a size 12 available in every style to cater to all foot sizes. Despite these challenges, I managed to find two pairs of shoes in my size, although they were not my first choice. I hope this feedback can be considered for future designs. I want to give a special shoutout to the exceptional customer service at the Aurendel Mall in Maryland. The staff there went above and beyond to help me find a shoe that I liked and that fit well. They truly deserve recognition for their efforts. Thank you.

Hello, I am feeling anxious about my recent orders as they seem to have encountered various issues. Your assistance would be greatly appreciated. Original Order Number: [redacted] placed on Sunday, December 17th I placed an order for shoes last Sunday, assuming I selected size 9, but it seems to have been processed as a size 5. Despite paying for 2-day shipping, the shoes have not arrived by Friday night, December 21st. Would it be possible to refund the expedited shipping fee? Second attempted order: [redacted] After reordering the shoes (Order number: #[redacted]) in the correct size and opting for next day shipping, I noticed that my name did not appear correctly on the shipping slip. Concerned it might impact delivery, I tried to cancel the order online immediately, unfortunately with no success. Third attempted order: [redacted] Once again, I ordered the shoes in size 9 (#[redacted]) with expedited delivery, updating the shipping address to "Leigh Ryan." However, the email confirmation only shows "Leigh." These shoes are intended as a gift, and I am eager to have them arrive before Christmas. I kindly request the cancellation of order number [redacted] and a refund for the shipping cost of order [redacted]. Any chance the correctly sized shoes could miraculously arrive by the end of the day Monday would be greatly appreciated. Thank you for your understanding and assistance during this chaotic time, and best wishes for the holidays! Leigh

I purchased a suitcase from TK Maxx in Manchester, UK, two years ago in December [redacted] for my travels to Africa. I chose it for its practicality in carrying a 30kg allowance in Business class and was happy with it on my return home. However, during my second trip to Africa, also carrying a 30kg allowance in Business class, I discovered that the zipper on the main compartment had broken. I am interested in finding out how this issue can be fixed or if a replacement bag can be provided, considering the bag cost over £70. It is a padded blue suitcase that has only been used on two trips where a 30kg allowance was utilized. - Kuldip K.

Yesterday, on March 17, [redacted], my daughter and I visited the store in San Marcos, TX for an exchange. We had both purchased the same shoe on clearance, which did not fit well. Despite not finding suitable replacements and feeling pressured to choose items we did not want due to the no-exchange policy on clearance, we settled. I was dissatisfied with the way the lady, Jacqueline N, interacted with us, making me feel inadequate. Her comments and attitude were off-putting, especially when discussing the shoe fit. Additionally, observing other customers being treated poorly added to the unpleasant experience. The incident with my grandchild picking up a foam piece, followed by the employee's loud reprimand, further emphasized the lack of professionalism and made us uncomfortable. The store's staff could benefit from training in kindness and consideration towards all customers, including children. This experience has deterred me from returning to the store in the future.

I had a terrible experience with customer service. I ordered a pair of shoes with 2-day shipping for an event this Saturday, and today is Thursday, but the shoes haven't even been shipped yet. I spoke with a supervisor named Robin, who hung up on me after a 35-minute hold. I've been waiting on the phone for an hour and a half now and am still on hold. Can someone please call me back? Also, I would like the contact information for Edward Rosenfeld. This level of customer service is not acceptable. I want to file a complaint. Contact me at [redacted]. Thank you.

On Wednesday, May 20, [redacted], I made an online purchase of Mask Filters (pack of 20) for $25.00. The total amount, including shipping, handling, and tax, came to $30.85. The website had the Steve Madden name, which made me feel confident in placing the order with a familiar company. However, I did not receive any confirmation about the shipment date of the Mask Filters. I used Paypal for payment and received an email saying the charge would appear as BAREFOOT on my credit card statement, with the payment going to [redacted] The payment was processed under the merchant name Jeffrey Neal LLC, with a non-working phone number [redacted]. I called the next day to follow up, but the number was out of service. Since the ad had Steve Madden's name only, I presume this seller is associated with your products. I noticed the ad again recently. I kindly request either the delivery of the Mask Filters I purchased or a refund of $30.85. You can reach me at my email [redacted] Thank you.

Order #[redacted], placed on May 11th, has not been shipped yet. When I made the purchase, the items were backordered until May 25th, which was fine with me. Due to the delay, I had to buy masks elsewhere. I was charged $50.16 on May 28th. Despite my emails to customer service, I was informed that I would have to wait for the items, then return them for inspection, followed by a 2-3 week wait for processing and another 3-5 business days for the refund. I am requesting a refund now since the order has not shipped. Customer service has been unresponsive, even when I called. I am looking for a full refund since this experience has been frustrating. If not resolved, I will leave a negative review on your page, currently rated at 1 star.

Regarding the poor customer service experience at Sherman Oaks, I would like to address the issue with the manager, Jennifer. I waited over 20 minutes to receive assistance with a return. While the two salesgirls were occupied, Jennifer, the manager, saw me as the next in line but left abruptly to help someone else. Despite the salesgirl offering a different color for the out-of-stock shoe, Jennifer left again, causing me to wait for over an hour. When she finally returned, she insisted she couldn't process the exchange. I expressed my frustration at her behavior and pointed out that as a nurse of 29 years, she should properly cover her nose while speaking to customers. I requested contact information for her District Manager or Regional Manager, but she was unable to provide it promptly, leaving me waiting for an extended period before disappearing into the back without returning. Despite this, I commend the salesgirls and cashier for their professionalism and customer service skills.

I bought an adorable tote from TJMaxx or Marshalls back in February or March. Due to the pandemic, I hadn't been using it much until now. I've only used it a few times, and today I noticed the seam coming loose and opening up. I only used it briefly, and it didn't show any damage when I bought it. The store won't accept a return without the original tag, and I might not have the receipt. The bag cost around $22.99. I'm a loyal Steve Madden customer and would appreciate a refund, gift card, or coupon for another purchase. I can provide a picture if needed. Please advise on the next steps. Thank you. - Susan T. F.

Dear Team, I am reaching out regarding my order # STEV75 [redacted]. I had returned a package that was inexplicably sent back to me. Despite verifying the return address with your colleague, the package was returned due to an alleged error on DHL's part. Despite numerous attempts since June, DHL has not refunded the return costs for their error. KLARNA has now contacted me for payment by October 12th. They advised me to reach out to you regarding this issue and to urge you to contact DHL to resolve the delivery matter. I kindly request your prompt assistance in resolving this situation. I have also emailed you last Friday with pictures detailing the package's dispatch. Best regards, Giulia

I placed an order with Steve Madden on April 24th, order #[redacted][redacted], but I have yet to receive it. I am disappointed with the customer service I have received. Despite only one payment being due with Afterpay, I wonder if I need to complete all four installments before receiving my order, which was not explained clearly when I placed it. After speaking with a representative who mentioned something about items being pulled, I remain confused. I inquired previously about this issue and was told there have been similar complaints, suggesting ordering online is problematic. I have never experienced such a lengthy delay in receiving online orders. I have also reached out to a store and was advised against online shopping. Please inform me when I can expect my order or arrange a refund to my card. The service has been disappointing.

I am experiencing significant issues with Steve Madden US. I placed an order for shoes that were supposed to arrive on Tuesday, but they did not. Following a call to customer service, Fiona placed a new order for me with free next-day shipping, promising delivery by Thursday. However, upon checking yesterday, I discovered that the order had not been shipped. After getting in touch with a new customer representative last night, I was again assured that the package would be sent out today, but it still has not been shipped. I have had difficulty reaching US. customer service as I was on hold for over an hour twice, and the live chat was unavailable. Can someone assist me with this issue?

In [redacted], I had surgery to amputate my leg. Since then, I've been on the lookout for comfortable shoes to help me walk. Recently, I purchased the Steve Madden l Log sole gladiator sandals, which have been the most comfortable shoes I've found so far. I'd love to know if there are similar shoes with a comparable sole available. Despite my passion for shoes, having only one leg means I need to find the perfect balance between style and comfort. I used to enjoy wearing thigh-high boots with heels, but now I have to stick to flats due to my prosthetic foot. While I adore platform shoes, I struggle to find them, making these sandals a great fit for me. I'm keen to explore more of your collection to find the ideal shoe. I frequently shop at Macy's in the hopes of discovering more of your shoes. I have faith that Steve Madden shoes could offer me some hope in finding the right shoes for my unique situation.

I am inquiring about my order STEVGB88857. I returned a pair of boots, Hayle Bone patent size 3 last week. Despite the website stating free returns, I had to pay for the return as there was no label provided in the parcel. I attempted to contact customer service four times without any response. The return was shipped back on Monday, November 22. I have not received confirmation of its delivery and I am following up to ensure it was received. I have proof of posting available if necessary. Please respond promptly.

I am inquiring about my order STEVGB88857. I returned a pair of boots, the Hayle Bone patent size 3, last week. Despite the website stating free returns, I had to pay for the return as no label was provided. I tried to contact customer service four times but received no response. The return was shipped on November 22nd and should have arrived with you the next day. I have not received confirmation of its delivery, so I am following up to verify receipt. I have proof of postage available if necessary.

On November 20th, I made a purchase of two items and have not yet received my order. I have tried to contact the shipping company but have not received a response via email or phone. I intended this purchase as a gift for December 15th, it has been over a month now. The shipping company keeps changing the delivery date on their website and stating: "We are experiencing operational delays, we will put your package on route as soon as possible." My order number is [redacted]. They are not providing any further information. Therefore, I request that the company where I made the purchase updates me on my order. Thank you. Sincerely, D.O.

I returned an order to Steve Madden, but despite sending multiple emails about my refund, I have not received any responses. I bought three items from Steve Madden on 5/29/[redacted] and returned one item with the SKU SM[redacted]9-[redacted]-[redacted] via DHL courier. I was notified that the item was delivered to Steve Madden, but when I check the website, there is no record of it. I used Klarna for payment, but my account still shows the full amount due instead of the reduced price after the return. Can someone assist me with this issue and explain why Klarna has not updated the amount even though I returned the item?