CANADIAN CUSTOMERS BEWARE!!

Just purchased my first pair of Steve Madden shoes from their online store because they didn't sell the colour I wanted in store. I thought the $24.95 shipping and handling charge was a bit steep, but I was willing to pay it because, again, the shoes I wanted weren't sold in stores here in Vancouver, BC.

Well, I just got them in the mail. And they wanted ANOTHER $35 for customs charges! That brings the total for shipping and handling to 60 FREAKING DOLLARS which is nearly as much as the $67 shoes! I do A LOT of online shopping and NEVER have I been charged that much. Never, ever, EVER again, Steve Madden.

I always have a great experience with SteveMadden.com. I've bought from the site multiple times and I always get my shoes quickly and in good condition.  Their customer service is really great too.  I always recommend the site to my friends!

WORST CUSTOMER SERVICE & BUSINESS MODEL EVER!  I ordered a pair of the Steve Madden ABBAA clogs in a size 9.They sent me a pair of 39's which translates to an 8.5! I tried working with the customer service to explain that I would like to just ...
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Steve Madden has so many great styles and colors to choose from, I always end up wanting to buy more than one pair! Their shoes are always so much fun to wear and so very comfortable. Every summer I end up getting some of their cute sandals, and then come back during the fall to purchase their flats and boots. And since they sell both womens shoes and mens shoes, I always try to get someone to buy with me to get free shipping.

It was super easy to place my order online and the shoes were delivered to my house without any problems. Steve Madden's definitely my go to shop for shoes!

I ordered some men's loafers from the Steve Madden site and am very pleased with them. They actually arrived earlier than what I was told on my order confirmation. They fit great and the color was true to the pictures. I had a couple questions before ordering so I called customer service and they were very polite and helpful. Will most likely be ordering another pair soon.

Stevemadden.com is a great site!  Awesome shoes- cute, stylish and trendy.  I always order from their website and I never have a problem with the shoes or the delivery.  They also allow you to return to the stores if you have any issues.   Love their shoes!

I love the selection they have on site as well as the shipping offer. Never had any issues with customer service and have purchased many times! I've bought shoes for me and my husband and have had many pairs for multiple years.

Steve Madden has great customer service and fast shipping. I've bought from them many times and have never had a problem. Love their shoes!

I order a shoes online, and it took more than 10 days to process. during this period, i called them 3 times to ask, but the customer service's answer is always let me wait. and today, when i called them, they said the shoes is mssing during transit. UPS never missing my item before!!!and then i told them that i will leave here for a trip within ten days, is it anyway for them to use another shipping method, and they just said no. whatever i want them to do, to make up their own mistakes, they always said no, and no apology. such a shame! and finally, they just said we will refund you, that's all. Is it a joke? i have waited for more than 10 days and the answer is cancel my item? i asked for them to replace my order, and they promise it will be shipped tomorrow, but the website showed that my new order will not be shipped until next week.....the most terrible customer service i have ever seen. don't buy shoes on their website!!!!!

I am an online shopaholic and I have never, ever experienced such awful customer service.  UPS delivered my shoes to the wrong address and when I called stevemadden.com to let them know they told me that they couldn't do anything about it until after UPS finished their investigation.  WTF!!!!  Any other company would have sent me a new pair of shoes and filed a claim with UPS.  This is not the first time UPS or FEDEX has lost my package but this was the first time I have ever dealt with such awful customer service.

Avoid this online store!  They have an unbelievable restocking fee of $6.95 per item.  You also, of course, pay return postage.  Their return policy sounds very reasonable if you just glance at it, but further down it details this fee.  They also won't take back any clearance merchandise.

If you are not sure what size shoe you take, it is definitely not worth it.  The shoes I ordered are at least 1 full size too small.  I ordered my size and the next half size up (before I realized they had this crazy restocking fee), and both sizes did not fit.  The shoe (Kazler) was actually too short in both sizes, as well as being rather narrow.

 I  made a purchase and my card was charged the next day, but the shoe did not leave the store for another 3 days. I logged on to their website to check on the status of my order and there was never an update. I received the shoes 10 days later ...
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I am NEVER shopping at Steve Madden again. It took 3 weeks for my boots to arrive and when it did they sent me the wrong color! I called them to complain and I was put on the line with a guy who had a heavy Indian accent. They told me I can't exchange it at the store and have to re-order from the Steve Madden web site! They offered me a 20% off discount code but too bad I'm never buying anything from Steve Madden again. Stay away from them!

Let me just say that my experience with Stevemadden.com has been the worst, EVER. I PRE-ORDERED a sandal, recently, and a week later they tell me that they are sold out of my size, so they canceled my order. They also had a during the week of the ...
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Wow! I'm shocked about the other review about horrible customer service. I have ordered several pairs from the Stevemaddendirect.com site and have had nothing but excellent service, and prompt replies to any of my questions, and the styles as much as ...
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Not a fan of Steve Madden at all. Just had my first (and last) experience with ordering online. Received the boots today in the incorrect size and with 2 right feet. WHAT am I supposed to do with those? And because I bought them on clearance online due to their return 'policy', they will not issue a return label and will not credit my card. But they will give me a 20% discount off my next order. Seriously? Like I'd buy anything from this company again. I am fighting them tooth and nail - you would think a company like this would have better customer service and try to make a new customer happy. VERY disappointed.

I placed an on line order on Nov 23, 2007 it was a Christmas present for my friends daughter. I was informed that because it was a custom order it would take 2 to 3 weeks to receive them. Today is Jan 28th 2008 and I still have not received a little ...
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Delivery speed: unbelievably terrible. They use DHL, which did not deliver to my home (had to drive 60 miles round trip to pick up my shoes). Order took 11 days to get to me. And that's only when I went and picked it up. If I would have left it to DHL, I may have received it within 15 days of ordering.

Order accuracy: The one thing they did get right.

Customer service: NOT WORTH YOUR TIME!!
Four unanswered e-mails, hours spent on 1-888-SMADDEN, and I left the LiveChat open on my laptop for 6 days for hours at a time until I finally got an operator.

Overall Satisfaction: F

The GOOD NEWS: After chatting on LiveChat for over an hour with a "concerned Product Specialist", and a complaint to the BBB...this is what you need to do to get through to them!

E-mail Rebecca Branistareanu at rebecca@stevemadden.com. She is the customer service supervisor. She placed a personal phone call to me (an hour after it was promised) from the phone number 203-682-6439. I have no idea if this number can be called back, but it is worth your time. Give her a piece of your own customer service!!!

I placed an order on 12/4/07 on-line,live chat operator assured me the boots would arrive in time for Christmas gift giving. Here it is 1/4/08 and no boots, "live chat" won't connect, SM hasn't answered emails. I still don't know what is going on, horrible site to do business with.

I was a longtime faithful customer.

This fall, I ordered two pairs of shoes.

I received in the mail, one box of shoes - both right foots, one a size 8 and one a size 6, and they were different colors.

I sent five emails. I called three times, each put on hold for fifteen minutes before being promptly disconnected.

This company has been a colossal waste of my time.

Carol Duh
duh@yale.edu

I will never ever purchase from Stevemadden.com again! Don't get me wrong I love Steve Madden shoes, so much so that this whole experience brought me to tears. In October I found the site filled with so many pretty items, I couldn't resist to purchase ...
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I went to the Steve Madden site and saw that they were having a 30% off sale for Thanksgiving day plus free-shipping. Since I wanted to avoid the Black Friday madness at the mall, I ordered a pair of boots. The site is easy enough to navigate and ...
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Absolutely horrible customer service. I cannot stress this enough - HORRIBLE. AWFUL. And I am a very easy-going person. I order online every week, and have never ever had a problem with any other company. But every time I order from Stevemadden.com, I ...
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I am a huge fan of Steve Madden shoes. However, I would NOT recommend ordering directly from stevemadden.com. Their customer service is shoddy at best. I ordered 2 pairs of shoes and received the wrong pair. After getting no response from customer service, I finally badgered a customer service representative into sending me a return authorization. I sent my shoes back two weeks ago and still have yet to receive a credit to my credit card. Buy Steve Madden shoes elsewhere!!

I've been a die hard Steve Madden fan for many years. My husband recently bought me a new pair of slippers as my old ones were worn thin. The first pair was 2 years old before they started showing wear (and I wear mine daily). The new pair he just bought me is ALREADY showing signs of wear and they are just 2 months old. I'm saddened by the lack of quality they are now producing!

POOR CUSTOMER SERVICE. EVEN WORSE SHIPPING. On 12/31/04 I placed an order on STEVEMADDEN.COM for two pairs of shoes which I intended to use on my upcoming vacation on 1/14/05. I thought that two weeks was more than enough time to receive my order. ...
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Steve Madden has some nice shoes, but their online service is horrible. I ordered a pair of shoes, got an e-mail confirmation the next day saying that they had been shipped, and a week later I received a letter telling me that the credit card I had used had been declined. When I called to reorder them, they were out of stock. My question is, if my credit card was declined- why did they send me an e-mail saying my shoes had been sent? If they had sent an e-mail telling me my credit card had been declined then I could have reordered them while they were still in. Needless to say Steve Madden will not be getting my business anymore.

I had a wonderful online experience with Steve Madden. I've bought Steve Madden shoes before from the Steve Madden store and from Nordstrom. I was looking online a couple of weeks ago and saw that they were having this great buy one get one free clearance sale so I just had to find two pairs to buy. I wound up finding four. So far I've received two of the pair via UPS. They came quickly...they fit perfectly...there was no mix up in the style or size, and there are no defects. I am very happy with my purchase. Steve Madden shoes are of good quality, hip, and affordable.

Pro: Great Looking Shoes! Con: Bad quality assurance in shipping department! Avoid the online pu ...
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I love shoes! I love shoes by Steve Madden even more. The store has been a great experience for me. The shipping was prompt and the prices are reasonable.

I bought my first pair of Steve Madden shoes about 6 years ago and they were the best ...
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