Steve Madden

On November 23, 2024, I purchased a pair of shoes. When speaking with the sales representative, I mentioned that they felt a bit tight. He assured me that the shoes could either be stretched in-store or that I could wear them at home with socks to help loosen them. Following his advice, I wore them at home with socks, but unfortunately, they remained tight. On November 27, 2024, at 1:20 PM, I visited the Steve Madden store in Dadeland to return the shoes. However, two associates informed me that the shoes were not returnable because they had been worn, pointing out a small scuff on the back as justification. I am attaching photos of the shoes for reference. Had I been informed at the time of purchase that wearing the shoes, even briefly, would make them non-returnable, I would not have purchased them. It is unreasonable and frustrating that I am unable to return a $120 pair of shoes that I cannot wear due to a minor scuff caused by following the advice of your sales representative. I am extremely disappointed with this experience and the lack of transparency regarding the return policy. I respectfully request that this issue be reconsidered, as I feel this situation is unfair.

Absolutely disgusting customer service. I bought a pair of shoes online and only got to wear them once because they gave me blisters. When I went to return them, the employee who “helped” me said there was nothing he could do—not even an exchange. To make things worse, he walked away out of nowhere, leaving me standing there talking to myself. Do yourself a favor and never step foot in this store unless you want to be treated like complete garbage.

Steve Madden at Dadeland Mall gave me the worst experience I ever had as a customer. I was reading the reviews to see if it was a one time thing since anyone could have a bad day but, looks like Carlos their manager is well known for his very bad and rude costumer service. I tried buying a pair of shoes for Father’s Day and the store at Dolphin Mall did not have the size I was looking for (I’m pleased with your help) so they ordered it from another store to my address (for some reason the other store sold the shoes and again it was not a one time thing after calling back to understand what happened with the shoes that were not delivered we tried to order the same shoes from another available facility. SAME OUTCOME!! This store also sold the shoes even with an order and I had to find a month later that the father’s gift was never delivered and my money was stuck at Steve Madden and not did call or email me to explain it) Going back to Carlos!! I went to Dadeland Mall to get the refund since they couldn’t find my credit card to send the money back and Carlos didn’t want to here a word about it. I asked him to call the store since he did not want to move a finger and he just limit himself to say on a very rude tone “I’m the manager here and I’m not calling anyone. I will not give you any refund and if you want your money back you should go and asked them. I’m not going to mess with my inventory, that is not my problem”. Is this the image of Steve Madden? I’ve been a costumer for over five years and this is the first time something like this happens but, for sure is not the feeling I want when spending my money on your store. Cero starts to Managers like Carlos at Dadeland Mall and to the well coordination of the stores of Steve Madden. Hope things changed the next time I step in for another shoes.

Two of the most amazing sales associates that work at the Steve Madden located in Dadeland mall, their names are Destiny and Tetiana. They were both willing to go above and beyond to assist me after store hours. They were helpful and informative and they made sure that I made the right purchase for my needs. Customer service is a lost art however, these two young ladies have set the bar high.

Ordered shoes with Tatyana on November 19th 2021, waited until December 9th to say something about how my shoes did not arrive. Not one person could answer the phone in the store so i drove the 2 hour commute just for them to tell me they never shipped my shoes. Not one apology. Tried to get me to walk around the mall and said they would call me back. Finally after waiting 20 minutes in the store she said I’ll just do an exchange for you. Guess they got tired of looking at my face or taking up a seat in their store. Not only did they not apologize for my shoes just “never getting shipped”, they wouldn’t let me exchange the bag i bought to match the shoes that dissipated into thin air. Said the bag was “final sale”. Tried to get me to purchase another bag at a discounted price, but i wasn’t spending another dime with their terrible customer service. Don’t buy here or order through here. Terrible service from Tatyana, rude, and attitude problem.

Love the shoes great offers. The staff is not really helpful you are pretty much on your own. I get 2 pairs of shoes in a period of a month . I'm just like the brand if I found a diferent places I won't be back there.

Very bad customer service. Everything is good when you try to buy in this store but if you ever need to return a shoe in this store at dadeland mall you will see how everything turns bad. I went to return a shoe that gave blister and I only tried it at home and I was told that they need an approval for a manager and they will contact me by phone. I left and after 3 days I called and ask to Doral with the manager and they put me on hold and then they told me again somebody will contact me. After 4 days I went to the store and the manager Carlos didn’t even know about my return he said he can not return them. This is the first time that I make a return in Steve Madden and I am a very loyal customer. After this experience and seeing that there is no real customer here and after waiting for 4 days that someone get back to me and I don’t think I will come back ever again. I had to give one star to be able to make this review. I rather didn’t give not even one.

The customer service is nice but they get 4 starts because they keep making g less and less leather shoes! They they have nice styles!

I stopped in to get a pair of espadrilles for my upcoming trip. The staff were so welcoming and helped me try o a few styles and even recommended a sneaker that was not an espadrille that I wound up loving! I wouldn't never even looked at it had it not been for them bringing it to my attention, I wound up buying those and not the shoes I thought I wanted. Great experience in the store and really opened my eyes to see different types of shoes that I normally would not have tried had they not stepped in. Will for sure being going to that location again. I love my new shoes!

Such a great experience! Carlos went above and beyond in helping us and making sure we found exactly what we wanted!!

i love Steve Madden shoes (although they can somethings be pricey)! But now i have another reason to shop here... the customer service!! Not all of the girls working here were nice but i felt the need to tell you about this one girl named Vanessa. i dont wear heels much, only on special nights and last Saturday might was one of those nights. i needed a new sexy but comfortable pair of heels to wear so I went to Dade Land Mall, and from the moment I walked in this girl help me out as if she was my friend on a mission I was soooo pleased in the way she helped me out that i even called her district manager to tell her about the wonderful employee she had. i was only there for one pair of shoes, but walked out with two. Thank you Vanessa!!

I literally was sticking my closet with shoes. I must have asked the associate for nine pairs of shoes. She, with a smile on her face, was very quick to bring them out to me. The experience was pleasant and I bought the majority! Will definitely return!

Worst customer service I have experienced from any Steve Madden. Cashier was a racist and extremely extremely rude in the manner in which she tended to me. One of the girls on the floor claimed she was going to retrieve my 3 pairs of shoes; had me standing like a fool for 15 minutes even after l reminded her; all she could say was "oh sorry." She did proceed to the back to what I assumed was to retrieve the items, unfortunately she returned with a another customer shoes - who btw had just entered the store. The cashier informed i can not purchase the shoe if i dont know the sales rep name. It had dozens of people in the store. The rep never give me her name. The cashier then proceeded fling the shoe at me because i said i dont need the bag. I called her out on it and she shrugged at me. Worst worst service . Great shoes; horrible service.