stevemadden.com Reviews
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1.4 / 5
Average user rating
332
Total reviews
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stevemadden.com Reviews
Read real experiences from customers of stevemadden.com.
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Ameke Baptiste
March 31, 2026
Horrible customer service
Horrible customer service. I tried to cancel an order I placed 5 seconds earlier because I realized I ordered wide calf accidently, they would not let me cancel or edit it. I placed another order with the correct size & then when I received the wrong size boots, they charged me $7 for a restocking fee! I also paid for shipping insurance which I feel should have covered this issue. I will never place an order directly with Steve Madden again.
Jackie
March 18, 2026
Absolutely horrible experience.
Absolutely horrible experience.Purchased shoes on 2/18/26. They did not say they were back ordered at the time of purchase. A couple days later when I checked the progress it noted they were backordered. I waited. On 3/2/26 I got an email with a FedEx tracking#. This tracking # says FedEx is still waiting on the package, and will give me a delivery date once they have the package in their possession. A week later, the tracking status had not changes and I emailed the customer service. They were totally unhelpful and just told me they shipped on 3/2/26. I contacted them again several days later when Fedex still showed they did not have possession of the package and customer service told me if I didn't have my package to submit a claim and gave me a link. They showed no remorse or offered no apologies. I submitted a claim through the link and heard NOTHING. At this point I submitted a dispute with me C/C. Then they sent me an email asking how I found their customer service, and I honestly let them know. They came back pretty quick with 'we've confirmed with the warehouse that your package shipped on 3/2, so we need to check with FedEx, unfortunately the shoes are no longer available, so IF we can not find your package we will offer a refund.' FedEx still claims they never got the package, and I still have no resolution, hopefully my c/c dispute will fo through. I will NEVER buy directly through Steve Madden again.
joana qesja
March 18, 2026
My parcel was delivered to the Parcel delivered to wrong address – no refund given…
My parcel was delivered to the wrong address (5 Sutherland Place instead of 2 Sutherland Place), which is a completely different property.This is clearly a delivery error.I had also provided clear delivery instructions through Evri to leave the parcel at my door (safe place), but these instructions were ignored and incorrectly applied to another address.I personally went to the address shown in the delivery photo, and the resident confirmed that no parcel was received.Despite providing clear evidence, including the correct address and delivery instructions, customer service repeatedly ignored the facts and closed the case as “resolved”.This is not a valid delivery, and refusing a refund or replacement in this situation is unacceptable.Very poor customer service and no accountability.
Leo
March 2, 2026
DO NOT BUY FROM STEVE MADDEN.I ordered…
DO NOT BUY FROM STEVE MADDEN.I ordered two pairs of flats.they never arrived. Company said they are satisfied and are not willing to help me locate them even though they choose to use evri who are well known for courier errors.The online staff are so rude and I feel I have been ripped off.i wish I saw these reviews before ordering initially . I wish I could give 0 stars.please spend your money elsewhere !
Tink
February 17, 2026
Customer Service is a joke
I ordered a bag and wallet on 2/9, separate orders. Received FedEx tracking information on 2/10 for both from same shipping facility. Wallet arrived 2/16. Emailed them on 2/15 to inquire about the bag having no movement yet and was told my order was still "processing fulfillment." Emailed again 2/17 to be told the order showed complete and shipped on 2/10. I spoke to someone in chat who told me I had to allow the full 7 days (I had to ask from order date or label creation) and contact them again for either a replacement or a refund and they blamed FedEx. It's just very confusing to get different information each time you contact someone and none of it matches up. I'd just like my order to get delivered.
Arlene Etchels
February 13, 2026
No refund
I ordered 2 pairs of boots from them. The first pair was the 12/1/26 and the second on 19/1/26. I sent them both back within a few days of receiving them, however I have only received refund for the second pair. They told me the first pair still hadn’t reached warehouse. I reminded them that they had 14 days, from proof of courier collection, to issue refund. They then said they had realised the boots were lost in transit and that I would receive refund within 10 days. As you can imagine, I am still waiting on refund. I have emailed them several times and have received excuses after excuses. They also don’t read the email thread either. I now have to contact my bank and the consumers ombudsman for this to be resolved. Given that they arranged the return courier, they are responsible for refund if lost in transit. Please be very cautious with this company. I honestly think they are bankrupt.
Rachel
February 12, 2026
I purchased the DERRA brown high top…
I purchased the DERRA brown high top ankle boot from Steve Maddens site. I am very satisfied with this boot!They are beautiful, comfortable, true to size and had an excellent price!
stephanie barton-farcas
February 9, 2026
Shoes suck- ordered a 7 and got one…
Shoes suck- ordered a 7 and got one marked as a 7 but about the size of 8.5. sent it back and asked for a 6.5 - got one marked 6.5 but the size of a 4 (I mean seriously are they on drugs?)
Judith Briggs
February 6, 2026
Customer service needs big improvement
The shoes in general are a little pricey for their quality although it’s not bad. I would say $79 would be better than $110 but it’s probably due to tariffs. The customer service is the worst! I don’t know if it’s AI, or their computer system, or real human beings who don’t know what they’re doing, but you just never quite know when the shoes are coming. You’ll get a text saying they’re shipped and then you’ll get a text five days later saying they’re shipped and then all of a sudden 15 minutes later, they will appear at your door. It’s crazy. Also, their links to tracking never work, you have to copy and paste the tracking into the shipping company.
Lena
January 25, 2026
Horrible customer service
Horrible customer service! I can't understand who they have hired to answer customer service questions--super rude people! If you like steve madden shoes, buy them elsewhere--like nordstrom or Amazon--customer service is great and returns are easy!
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