Steve Madden UK  Recenzje 

Bought a pair of boots for my daughter that were circa £200 and she wore them less than 5 times. The heel shank has fallen off. When I contacted the manufacturer they just said theres nothing they can do as its not a manufacturing problem.......Really terrible service and would urge everyone to never but from this brand

I've had SM leather boots for just 8 months and the one has totally split down the bottom after normal wear. Now unwearable. Nice design but hoped they would last longer

Most terrible experience I bought a pair on the Internet. The courier company confirms that the items missing but Steve Madden said they are satisfied they’ve been delivered correctly. I paid for the boots and have not received them.

worst Customer service and do not care about there customers

I ordered a pair of trainers by SM from Selfridges. After one week of wear the sole has come away from the trainer. Incredibly cheap quality!

The returns process is even worse. SM simply say to contact the seller. Selfridges expect me to write a cover letter, pay for the return and wait 14 days while an ‘expert’ passes the item as faulty. Really?

I simply sent photo evidence and hoped for an exchange, as they were actually rather comfy. Terrible customer service.

I ordered 3 pairs of sandals. They arrived in one package. I sent all back as they did not fit. I followed the return policy. Place them back on the original packaging and post via Evri QR code. I only received one refund. I queried it, and was told that packages get processed at different times wait 14 days before coming back. After 14 days I sent another email, I was told only one pair was received. I’m now out of pocket £118 as they now want evidence I sent all 3 pairs back and the post office doesn’t weigh Evri packages. They are not answering my emails. I’ve never, ever had any issues with multiple shoe orders from any other retailer.

Dear ,

Thank you for your reply regarding parcel reference H01TFA0048426***

I'm sorry to hear your parcel still hasn't been located, I have raised this direct to the couriers manager who will investgate to ensure this doesn't happen again.

As the parcel is unaccounted for we will liaise with the retailer to inform them of this outcome. I would recommend you also contact them as it is within their gift to discuss next steps and consider the options available to you.

Once again, I'm sorry for the inconvenience regarding your parcel delivery.

Kind regards,


SHAME ON YOU STEVE MAD
Evri Customer Services

I ordered a pair of shoes costing £200 but never received them. I contacted Steve Madden through their web chat, which then turned into a long back-and-forth over email. To make matters worse, the emails were addressed to the wrong person, and I kept receiving automated responses instead of anyone actually investigating my issue.
In the end, they simply told me there was nothing they could do, closed the case without carrying out a proper investigation, and left me to deal with it myself. I now have to go through my bank to try to recover my money, and there's no guarantee that will even be successful.

This has been the worst customer service experience I've ever had. I'm extremely disappointed, especially as I've shopped with Steve Madden two or three times a year in the past. After this experience, I won't be ordering from them again, and I wouldn't recommend anyone else do so either.

I ordered a pair of heels for MY WEDDING costing me £120, this parcel then simply got left on my doorstep for all to see and access leading to it being stolen. While I can appreciate this was also on the delivery driver leaving this and not even attempting to hide it I was told to contact both, upon contacting Steve Madden they have decided that there is nothing they can do in regards to a replacement or refund of said item. Apparently the doorstep is an adequate place to leave an expensive parcel on a busy street. So now not only am I £120 down on a pair of shoes that were bought as MY WEDDING shoes I have to also find the money again for a replacement. Quite poor handling of the situation and not the most helpful or bothered about it.

I purchased two items. Was send a dispatch email for one item and only one item arrived. when I sent a request to ask when the second item would be dispatched I was told I had been sent both at the same time even though I hadn’t and only one was mentioned on the dispatch email. Customer services are dismissive and very unhelpful. They won’t accept that only one item was sent as per dispatch email and won’t send out the remaining item. £50 for an item I don’t have! Totally unacceptable and terrible customer service.

My first time ever ordering from the company directly and safe to say I would never do it again. Paid for next day delivery with a week to spare as they were for a wedding. The shoes never arrived. When I contacted customer care they told me it was my own fault as I did not add delivery instructions. The shop I work in is open from 9-9 so how they needed instructions is beyond me plus upon tracking they were delivered to Westminster, I work In Ealing.

Following that I asked for a replacement to be sent immediately to which they refused and explained they would need to first refund me and then I would need to purchase again. They also advised me the refund could take up to 14 days.

All of this drama for something that wasn’t my fault? And when I continued to fight this I was offered a measly 20-% off my next order, I can safely say there will not be a next order.

I ordered shoes for my wedding day, and the Evri courier did not knock or ring the bell and left my parcel on my doorstep. The parcel was then stolen and Steve Madden are refusing to offer any solution, instead claiming that it was my own fault. Absolutely disgusting thieves.

UPDATE FOLLOWING RESPONSE: Steve Madden claimed in their response that they reached out to help, but instead sent the same generic email claiming it was my fault the parcel was stolen. DO NOT SHOP HERE!

The worst quality shoes I have ever bought. After 1 wear the material had come away at the front of the shoe. I contacted customer service who weren't interested as apparently this isn't a manufacturing issue. It is however a serious quality issue, especially for such an expensive pair of shoes. Severely disappointed in what I thought was a reputable company. I wish I'd have read the reviews first!

First of all the courier falsely claimed they attempted 3 deliveries, magically before the parcel was even due, so I wouldn’t be receiving my order. I accepted this. Replaced the items, went on holiday, chased my refund. Was informed it had in fact been delivered, was assured no issues, when I get home, initiate a return. Did so using Evri as per Steve Madden returns portal. Evri have 14days to return the items. SM then have 14 days to process and then 3-5 days for refund. I’ve contacted several customer service agents and either told to wait longer or finally, that they would issue a refund. This was not done. I ordered from them in April, my returns were collected middle May and I’m still waiting for a large refund. There is no sign this has been initiated. I will likely never order from this company again. Still chasing my refund. Oh and apparently Evri STILL HAVE THE PARCEL.

I’ve been contacted for more information, which I’ve provided and still not heard back again

I ordered a pair of shoes, the parcel wasn't delivered. The geolocation on evri literally shows it wasn't dropped off anywhere near my house. I stayed in all day waiting for it for the driver to not even ring the doorbell. I raised my concern with Steve Madden customer service to which they just ignored everything I said on multiple occasion and aren't taking accountability. I still don't have my item and they're saying it was delivered to me when even the tracking shows it was no where near mine. Extremely horrible experience and I wouldn't recommend anyone to shop here. The order number related to this was STEVGB514065. I will be raising an official complaint as it's simply unacceptable

The shoes arrived on time and I love the design, but the quality is very poor. I have had the shoes for less than 2 years now, and the heel has completely collapsed inside! Like absolutely crushed. I have never seen anything like it. Even my £20 New Look shoes last wayyyy longer than these. I have barely worn the Steve Maddens because I live in a rainy city and I can't be bothered wiping them after every wear. Customer Service is saying that the reason why the heels have collapsed on the inside is because I have wiped the shoes clean on the outside. Can't make this up!!

If I could give 0 stars, I would! I bought a pair of sandals that were too small, so I returned them within a couple of days. I've been chasing a refund for weeks, but they keep claiming that the item I returned wasn't the item I purchased. I've asked them for proof, and to be escalated to a manager, but have heard absolutely nothing. Terrible service — they will take your money and not give it back. Steer clear, absolute scammers.

Very disappointing experience at the Steve Madden Westfield White City store today.

My mother purchased a pair of sandals 5 days ago and was never informed they were considered a sale item. There was no red sticker or any clear indication on the product or at the till to suggest this. When we returned today to request a refund, the manager refused and stated that sale items are exchange only within 7 days.

The issue was not only the misleading lack of transparency, but also the poor customer service we received. My mother genuinely looked around the store for an exchange but could not find anything suitable. Despite this, no credit note, voucher, or reasonable solution was offered.

To make matters worse, the manager was abrupt, dismissive, and showed very little professionalism or customer service ability throughout the interaction. There was no attempt to assist, understand the situation, or offer any form of accommodation to loyal customers.

As long-standing Steve Madden customers, we left extremely disappointed by both the policy and the way the situation was handled. Unfortunately, after this experience, we will not be returning.

I would actually leave zero stars if that was option. Do not order from this company. I arranged for my delivery to be delivered to my local Evri collection point. When I arrived to collect, I was advised that the package had been returned to sender. Customer service is non-existent. I just keep being told that I have returned the item and cannot receive a refund or replacement until they have completed their returns process (which can take up to 19 days). I now have no shoes and am £108 out of pocket. Shocking!!

I agree with the below Reviewer I would
Leave zero stars I’d I could. The response from Steve Madden below saying they will ‘reach out’ is nonsense, it is not how they have corresponded in private.
They are still saying we will only refund when the courier refunds to them. This is outrageous behaviour for an established company.

The company took my money, £120, and hasn’t delivered the shoes. They are directing me to the courier even though my contract is not with the courier but with Steve Madden.

The most stunning shoes. They are perfect for my wedding next year. I’m not concerned I’ll find something better because I have these. The kitten heel, the narrow shape, the soft white colour. All exactly what I wanted. So why wait. Comfortable too