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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

    • 89 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      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.
      My order number is *******. I placed an order in February for white shoes for my wedding. However I did not realize they were on back order. They wont ship until the end of July. They are for my wedding which is in May. They will not let me cancel them. Because they were ordered more than two hours ago. Why should I have to wait for them to ship to me to return them?! Thats just them counting on me not wanting to be bothered with the hassle or returning them and keep them. And it be one thing if they were already shipped ITS MARCH. they wont ship until July. That means they havent even been made yet and they dont want to cancel the order. To deliberately be difficult. CANCEL THE FRIGGIN ORDER AND GIVE ME MY MOBRY BACK

      Business Response

      Date: 03/27/2025

      We are sorry for any miscommunication - but your order has been canceled and your money has been refunded to the original form of payment.  Thank you.

    • Initial Complaint

      Date:03/12/2025

      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 ordered shoe 3/5/25 never got purchase confirmation email, had to keep ************* is 3/12/25 and order is just now shipped Delivery will be 3/18/25

      Business Response

      Date: 03/13/2025

      We are sorry to hear about the delay in shipping your order.  We apologize for the inconvenience. Glad to hear the shoes are on their way to you and hope you enjoy them. We will be sure to follow up with the store to correct any issues that may have caused the delay. Thank you for being a Steve Madden customer.

      Customer Answer

      Date: 03/13/2025

      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]

       I will wait for a resolution

       

       

       

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


      Sincerely,

      *** ******




       

      Business Response

      Date: 03/13/2025

      We have tried to call you at the phone # listed on the complaint and the phone # is not in service.  In order to further look into your claim, please send us your order #, copy of your receipt, full shipping address and the tracking # you were provided.  There are no orders in our shipping system based on the information you provided on the BBB complaint:  name, phone # and email.  Thank you. 

    • Initial Complaint

      Date:03/04/2025

      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.
      I made 2 purchases from Steve Madden online: 1/13/25 Order # ************ ***** ***** Leather boots size 8 $104.97 1/20/25 Order # ************ ******* tall black boots size 8 $161.45 I returned BOTH items on 2/3/25 at Staples Express Returns location. I never received a receipt. On 2/3/25 I received a refund for one of the items ************ for $********** when I click Track Package for the other item, it says tracking information unavailable and keeps prompting me to start the return process, as if I didnt already receive the item. They lost or misplaced the item and I never received a refund. When I contacted Steve Madden via email, they directed me to contact the ************************ which I cannot find contact information for. I just want a refund for the item I returned. Thank you.

      Customer Answer

      Date: 03/06/2025

      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:02/12/2025

      Type:Product 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 am writing to request assistance with a return issue concerning order number SMUS#*******. I purchased a pair of boots from Steve Maddens website, that were in the "Sale" category. While the boots were discounted, the product description did not indicate that they were a "final sale" or "clearance" item. Since the product page did not explicitly state that these boots were final sale, I reasonably assumed they were eligible for return under their standard policy. However, my return was not accepted when I contacted customer service via email today. The website states that unworn merchandise can be returned within 30 days of delivery. I am therefore requesting a return label and a full refund. To prevent similar issues for other customers, I recommend that all final sale/clearance items be clearly marked as such (e.g., with a red "Final Sale" label) on the product page, next to the price. This would eliminate confusion and ensure a more transparent shopping experience.

      Business Response

      Date: 02/24/2025

      Hello, 

      The clearance/final sale message is displayed on both the product page and on the checkout page. Screenshots are attached. However, regardless of that, we have assisted the customer with a pre-paid return label to send the boots back for a refund. 

      Thank you,

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

    • Initial Complaint

      Date:01/29/2025

      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 my package today, I ordered a pair of close toed pearl beaded heals. My wedding is this weekend so you can only imagine my absolute devastation and anxiety when I opened the box and inside the shoes seemed just to be thrown in there. They have scuffs, missing/loose pearls, are creased, and is OBVIOUS they have been worn. I called costumer service and was disconnected. There has been no resolution as of yet but now Im out $100 for a used/damaged pair of heels for my WEDDING DAY. If possible I would like a pair of new heels before this weekend and if not I would like a refund. I dont have the time right now to return and wait, Im so frustrated and sad. *** never had this issue with this company before.

      Business Response

      Date: 02/03/2025

      Hello, 

      Customer has been sent a replacement last week. 

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

    • Initial Complaint

      Date:12/30/2024

      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.
      On December 7, 2024 I purchased the Selena ****** shoe via their website. At the time of purchase it assured me that I would receive the item before Christmas. The money has been withdrawn from my account and I have not received my item.I have reached out via email and via social media only to be told that the order is being processed. This is the one gift my daughter wanted and I would like the item shipped ASAP.

      Customer Answer

      Date: 12/30/2024

      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:12/23/2024

      Type:Sales and Advertising 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 for a Steve Madden red twist bag & did received the bag. However it was not what I thought it would be and wanted to return it for a full refund. On December 10 (after a struggle because I never received a confirmation order email) I figured out how to request for a return label, but never received one. I informed them on December 10 2024 of not receiving the email and **** replied regarding the label, on December 11 2024. He stated that they had received my request and that I will be receiving a separate email with a printable return label. As of to date December 20 2024 I have not received the email with a return printable label. I would like to be able to return this bag that I will never use for a full refund.

      Business Response

      Date: 12/27/2024

      Hello, 

      The reason why the customer never received her email confirmation or the return label was because the email address used when placing the order had a typo. After reaching out to us on 12/20, customer was replied to on the same day with the return label attached. I am attaching here both the email we sent and the return label. 

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

    • Initial Complaint

      Date:12/12/2024

      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 placed an order Nov *4/*4 in which it was stated the order would arrive in 3-7 days. It is now well over that time frame and I spent over 30mins on the phone for them to tell me they have no status update for me. I understand there is a Canada post strike however I placed an order from Zara * days ago and it arrived today. ********************** ********************** failed to inform customers before ordering that shipments would be delayed. This is an item I am needing before the holidays. I think there should be some kind of compensation for not only not properly disclosing the order would be delivered a month + after taking my payment.

      Business Response

      Date: 12/23/2024

      Hello, 

      The order has been delivered and customer has been contacted. 

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

    • Initial Complaint

      Date:12/03/2024

      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.
      Whenever I went to order I put in the correct address, but whenever I paid using Apple Pay it switched the delivery address to a house I do not reside in. As soon as the order was placed I immediately seen that the shipping address was incorrect, so I navigated their site to see how to resolve the issue. I first contacted the live chat, and received an email from them claiming I have ****************************** have to do the return process which how can I return a product I will not receive. They told me I had placed the order 11 minutes and to call or contact the live chat, and both were unavailable. I dont understand how the person who sent me that email who knew what time I placed the order couldnt put in the request right then and there. I called them in the morning, and they said they would contact fed ex and itd be corrected. I then get an email that afternoon saying my order is ready to go receiving my tracking number. I check the site as well as fed ex and it is still the incorrect address, so I call again and they said the request has been made and it will be delivered to the correct address. And yesterday December 1st, its still the incorrect address so i asked if they could verify the correct address, and they said as you have requested, our team is working on updating the address to: then gives almost the correct address but left out the apartment number. Ive given them the correct address on both email and over the phone, there is absolutely no reason for it to be this difficult for them to change the address to the correct one, especially prior to it being fulfilled. I had this same issue with ****** and they were beyond helpful they fixed it IMMEDIATELY, I mean I sent one message and it was changed within seconds. I absolutely love Steve Madden wholeheartedly, this is my first time ordering online through them and the experience has been extremely stressful and overall just not great.

      Business Response

      Date: 12/23/2024

      Hello, 

      The address has been corrected per customer's request and the customer has been contacted. 

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

    • Initial Complaint

      Date:12/03/2024

      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 Thanksgiving I purchased an item that was apart of their and was discontinued to a desired price. Once I processed to checkout and enter the promo code, the discount was applied but once I hit submit and received my confirmation number I noticed the discount was removed? I called customer service to get it adjusted but the stated that they could not reapply my discount

      Business Response

      Date: 12/23/2024

      Hello, 

      Customer has been contacted. 

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

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

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