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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

    • 88 total complaints in the last 3 years.
    • 32 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:07/12/2022

      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.
      I received an order today for a pair of sandals I recently purchased online from Steve Madden. Order#*******. The sandal is too small. My heel comes off the back. I cant walk around like this. In person, I dont really care for the look of the shoe but I still decided to only exchange it. I signed into the Steve Madden website and it would not allow me to start a return/exchange. In small print it says final sale. It didnt say that when I made the purchase. It doesnt say that on my screen shot of the purchase order, my email order confirmation, additional order status emails, my order history on the website, or the 2 receipts in my package I received today. I reached out for assistance via chat. One chat representative had me on hold for several minutes only to finally transfer my chat to another representative. That rep ignored me and disconnected the chat. I called Steve Madden customer service and a rep said they couldnt provide proof that it was a final sale at the time of my purchase but it shows that now and thats all they can go by. I find that to be unfair and bad business practice. The sandals cost $49.99 and I cannot wear them. I need a full refund at this point.

      Business Response

      Date: 07/14/2022

      Hello,

      Customer has been contacted and provided with a prepaid return label to ship the items back for a refund. 

      Thank you,

      Steve Madden Customer Service

      Customer Answer

      Date: 07/21/2022

      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 as long as I receive the refund. I will print out the prepaid return label, attach it to the order/item, and drop it off for shipping tomorrow, 7/21/2022. I will update this complaint as resolved once my refund is received. 

      Sincerely,

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



       

      Customer Answer

      Date: 07/26/2022

      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:

      [Your Answer Here]

       Hi,

      This is in reference to Complaint ID # ******** about Steve Madden, Ltd.

      The business has not processed a full refund. They have not refunded the shipping I paid for. I requested a refundthat includes ALL I paid. Their response to the complaint was to refund me. I should not pay for shipping for a shoe that did not fit, the lies of their company stating final sale when there wasnt, and the lack of customer service where I reached out for help via 2 different methods. I had to resort to contacting the BBB to finally be heard.

      I want a full refund. The rest that is owed to me is $8.95 and I want it.

      Thank you

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 07/28/2022

      Hello, 

      Customer has been refunded the shipping fee ($8.95) today, 7/28. We also emailed the customer a confirmation. 

      Thank you,

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

    • Initial Complaint

      Date:07/06/2022

      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.
      Purchased shoes 6/30 using a promo code for 4th of July sale.Received the shoes today and they do not fit and also appear to be a return.Tried creating a return label and site says Final Sale.Contacted the company and was told they can't be returned.No where in my order confirmation emails does it state they were Final Sale. They are now on clearance but were not last week.I want to return them for a full refund.

      Business Response

      Date: 07/08/2022

      Hello,

      Customer has been emailed a prepaid return label to ship the items back for a refund. 

      Thank you,

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

      Customer Answer

      Date: 07/11/2022

      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:06/21/2022

      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.
      To whom it may concern:I placed an online order on 4/2/22 and received my merchandise on 4/6/22. I have worn the sneakers approximately (2) times and the netting outside of the shoe is unraveling and unrepairable. The cost of the sneakers was $129.99 not including taxes and guaranteed shipping. I absolutely adore this gorgeous sneaker and its comfort. I simply requested a replacement pair and the reply was due to the 30 day policy, my request could not be honored. The quality of the shoe should be better and last longer than 2 months, especially for the cost. I have included the order # *******. I am very disappointed about this defect in merchandise!

      Business Response

      Date: 06/28/2022

      Hello,

       

      We reached out to the customer and, as she requested, a replacement pair was shipped. The shoes were already delivered on 6/24.

       

      Thank you

      Steve Madden customer service

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

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