stevemadden.ca Reviews

This has been the worst customer service and company experience I've had. I ordered shoes as a Christmas present and they sent me two different sizes, with one shoe being a full size and a half larger than the other. I contacted customer service two separate times and they showed no sense of urgency or genuine care. Rather than fixing their mistake properly, they just sent me a replacement pair for free and expected me to handle printing a return label and shipping the wrong pair back myself. Their error meant the gift didn't arrive before Christmas even though I ordered well ahead of time. I was so frustrated that I returned both pairs to a physical store location all at once just to get my refund for the pair I actually paid for. Days passed with nothing. When I checked in, I kept getting told to wait 5 days. After waiting, they said their computer system was having problems and I needed to wait another 5 days. Then today they said they only had a record of the return for the free replacement, claiming I wasn't owed a refund. That's completely wrong since I brought both pairs in together. Their emails take forever to answer and every response comes from someone new who doesn't know anything about my situation. I called customer service again and...

Don't order online from them. Go to a store instead. Both times I've ordered from their website, the shoes arrived damaged. The first time was clearly a quality control issue at their warehouse. The boots came with a clean sole but were ripped and scuffed on the sides. Poor quality control. I politely emailed them about it and drove an hour out of my way to the store to return them in person, then ordered again. Thankfully the second pair was fine. But the third time I ordered, after an 8 day wait, my black patent heels showed up and they look like they came straight from a store display. The bottom was dirty, the sticker tag was partially torn off, and the patent leather was scuffed up everywhere, which really shows on that type of material. It's pretty unacceptable.

Attention Canadian shoppers: I strongly suggest avoiding their website altogether. The parent company operates several footwear brands including another popular label, and I've had ongoing issues with both this past month. Here's the problem: they kept accepting orders while postal strikes were happening at year's end for weeks, but they never shipped anything out. Other retailers switched carriers or stopped taking orders, but not them because they wanted the sales. They're massively behind on fulfillment even though their website doesn't warn you about delays. Their customer service team has been instructed to give every frustrated customer the same copy-paste responses, though honestly the reps aren't the real problem here. If you need their products, shop at physical locations instead or look for their other brand through different online sellers. When your order gets stuck, they tell you it'll take up to 3 weeks just to look into it after your order has already been stuck for 2 plus weeks. I actually laughed out loud when a rep told me that. Don't waste your energy dealing with their websites. There are countless other reviews warning about this exact same situation.

Absolutely terrible experience with customer service. I placed an order on December 7th, and while I understand there were shipping delays happening at the time, nobody from the company communicated what carrier they were using. I thought there might be alternative shipping options available. When I emailed them on December 17th, they said my items were in stock and would ship through a different method. Fast forward to December 20th and I'm finding out the order still hasn't progressed past being received. Nobody can give me a straight answer about when it will actually leave. I'm completely frustrated and let down by how this was handled.

The selection of styles they offer is great, and they always seem to have good promotions running. However, I'm taking away points for their service. One star off for slow shipping, since I ordered two weeks ago and just found out the item barely left the warehouse a few days back. Another star deducted because when I called customer service to check on my order, they gave me the most robotic, uncaring responses you could imagine. They didn't seem interested in helping at all or putting customers first.

The situation with my order was unacceptable. I got an email on October 23rd saying my package had shipped with a tracking number from the postal service. After calling multiple times because the package seemed to be stuck in transit for weeks, customer service finally told me the warehouse had made an error and my order was never actually sent out. Since postal strikes happened afterward, they can't use alternative couriers, so getting my order will take weeks longer. I asked for a refund and got nowhere with that request. Most people don't have time for this kind of back-and-forth with companies. They took my money and then essentially did whatever they wanted, only sending generic apologies for the inconvenience. I'm exhausted from dealing with this.

I'm done shopping with this company. I ordered boots and received the wrong ones instead. Since I don't have a printer or a vehicle, trying to return them is turning into a nightmare, and I know it's going to cost me money and time to fix their mistake. I called customer service and asked about a printer-free return option, and they flat out said no, told me to find a printer myself, and hung up on me 5 times. I spent almost 200 dollars expecting to get a specific boot style and got something completely different. Meanwhile it started snowing and I still don't have the boots I wanted because I need the refund to cover these wrong ones, but haven't had the chance to deal with it yet. I've never returned anything before in my life, but I wanted the boots I paid for, not what showed up. I'm so angry and let down by their service that I'm no longer a customer.

I'm not impressed with this brand at all. I bought a pair of heels for the first time and within 3 weeks of wearing them, they started falling apart. What's worse is they remove customer reviews from their site if they're not glowing. My honest review got deleted. Their website and branding are misleading. When I posted about my shoes falling apart, they took it down. How do shoppers ever get to see what's actually true about these products? This brand seems to copy other designs and I'd recommend staying away. Your money is better spent elsewhere, and honestly the shoes caused my feet to hurt after just 2 hours of wearing them.

The products are nice quality and they have trendy styles available.

I ordered 6 items in early December and only received 1 of them, even though I paid for expedited shipping that was supposed to arrive within 1-3 days. The rest stayed in 'preparing to ship' status for 3 weeks and then the order just got cancelled without warning. When I called support, they said there was a website error. When I pushed for details, they admitted they had priced 4 of the 5 items too low and cancelled the order over 3 weeks later. The rep eventually said they're legally allowed to cancel whatever they want, but wouldn't explain why the one full price item didn't ship even though it's currently available for purchase. They also didn't address the express shipping charge that appears to still be on my account. They sent a cancellation email offering 20 percent off one regular priced item as an apology, which is barely better than the discount they give to anyone for free, but that doesn't make up for getting 5 items that never showed up. Lesson learned here. The shoes that did arrive were nice, but I won't be ordering from them again.