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Business Profile

Retail Shoes

Steve Madden, Ltd.

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.
    • 33 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: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

    • Initial Complaint

      Date:11/28/2022

      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.
      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,

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



       

      n or accommodate me. They havent even reached out to ***** to figure out whats going on with my order. They just keep telling me to wait. I feel like Im being taken advantage of. Im not rich, Im a mom to a disabled kid and im a student so I basically have zero income. Im very frustrated and offended that Steve Madden has my money but I have no shoe!

    • Initial Complaint

      Date:10/12/2022

      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.
      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,

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



       

      Business Response

      Date: 10/28/2022

      Hello, 

       

      Customer has been contacted and accommodated. 

       

      Thank you,

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

    • Initial Complaint

      Date:09/06/2022

      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.
      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,

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



       

      Business Response

      Date: 09/13/2022

      Hello,

      Customer has been contacted and assisted with this. 

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

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

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